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Configuring multitenancy

The multitenancy feature provides the ability to segregate all data by operating company and customer company. In BMC Remedy IT Service Management (BMC Remedy ITSM), configure multi-tenancy for data that comes from BMC Remedy ITSM, such as users and service request definitions (SRDs). When users are set up, they are granted access to data for one or more companies. For data that is maintained in BMC Remedy ITSM, such as SRDs, this same access is provided in BMC MyIT without any additional configuration. For example, if you create separate SRDs for the Calbro and Acme companies, and grant Bob Unser access only to the Calbro company, he can see and request only SRDs from the Calbro company.

However, BMC MyIT also provides configuration data that is not available in BMC Remedy ITSM, such as:

  • Quick-pick lists of SRD catalog items showing up on the Support tab
  • Catalog configuration
  • How-to links
  • Location features (floor maps, points of interest)
  • Service health
  • Appointment and reservation features
  • Social posts not tied to any BMC Remedy ITSM tickets or BMC Service Request Management service requests
  • Broadcasts

This topic describes how to configure BMC MyIT so that configuration data provided by BMC MyIT is restricted to a specific tenant company. A system administrator first prepares the tenant configuration utility, and then activates tenants as needed. Subtenants use the provider settings from the master tenant. This means that only an administrator for the master tenant can modify the provider settings.

Note

Users get access only to the BMC MyIT configuration data for the company to which they are assigned on the People form in the Company field in the General tab, even if they have access to multiple companies through the access restrictions. For example, if Joe Unser, a self-service user, is assigned Calbro company in the Company field of the People form, he has access to how-to links and locations that are configured for Calbro, but not the how-to links and locations that are configured for Acme. This also applies to the MyIT Admin Console: if Allen Allbrook, a BMC MyIT administrator, is a member of the Calbro company, he can configure how-to links and locations for Calbro only. If Allen Allbrook also needs to configure how-to links and locations for Acme, he requires a second user ID that is a member of the Acme company.

For the Admin Console, an exception to the per-company configuration is the Providers Settings area of Configuration. The Provider Settings are shared for all companies (tenants). After you activate multitenancy, the providers settings are no longer available from the BMC MyIT Administration console. Instead, you must use the tenant admin utility to configure the provider settings.

Before you begin

Configure multitenancy in BMC Remedy ITSM, as described in Multi-tenancy in the BMC Remedy ITSM documentation.

To prepare the tenant configuration utility

  1. Create a MyIT Super Admin group:
    1. On the BMC Remedy ITSM server, open the Group form.
    2. Create a group named MyIT Super Admin and give it a Group ID of 45002.
  2. Choose or create a user in Remedy that will have a user name and password entered in the configuration file that the command-line tool will use to access BMC MyIT. This user must also be in the People form and have a company assigned in that form in the Company+ field (in the General tab).
    1. Note the company assigned to this user.  You must activate that company in To activate tenants .
    2. In the User form, add the MyIT Super Admin group to this user.
  3. On the BMC MyIT server, set up the tenant configuration utility:
    1. If you plan to run the tenant configuration utility from a machine other than the BMC MyIT server, copy either the scripts/win folder or the scripts/linux folder to the machine that will run the utility.
    2. Edit set_env.bat (Windows) or set_env.sh (Linux) with a text editor and set the following parameters:

      ParameterValueAdditional information
      java_homePath to your java directoryDo not  include the “bin” directory at the end of the path. Surround the path with double quotes, as in the example provided in the file.

      The parameter indicates java7, but the value must be a java 8 installation. Do not change the name of the “set” variable because this variable is used in other places.

      myit_server_urlhttp://myitServer/uxmyitServer must be the host name of the BMC MyIT server. If you will run the tenant configuration utility from the BMC MyIT server, you can enter localhost, as in http://localhost:PORT/ux,
      where PORT is BMC MyIT server Tomcat port 
      .
      user_nameUser name of the user that you set up in step 2.None
      passwordPassword of the user that you set up in step 2.None
    3. Test the utility by running the following command:
      Windows: list_tenants.bat
      Linux: list_tenants.sh
      You should see a default tenant with the name 000000000000001.

To activate tenants

  1. In the tenant configuration utility directory, edit set_env.bat (Windows) or set_env.sh (Linux) with a text editor, and set the company to the name of the BMC Remedy ITSM operating or customer company that you are activating.

    1. The very first tenant you activate must be the company assigned to the user configured in step 2 of To prepare the tenant configuration utility.

    2. In Linux, the find the line that says  COMPANY="" and put the company name inside the quotes. For Windows, find the line set company= and add the company name to the end after the =.

  2. Edit add_subtenant.bat (Windows) or add_subtenant.bat (Linux) in a text editor, and change java7_home to java_home.
  3. Run add_subtenant.bat (Windows) or add_subtenant.sh (Linux).

  4. Repeat steps 1 through 3 for each company that you are activating.

Where to go from here

If you are rebranding the universal client, you must rebrand it for each tenant, as described in Rebranding the BMC MyIT Universal Client.

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Comments

  1. Eita Cho

    Hi Michele,

    Thanks as always! Not seeing the user records are also segregated: user_A  of company_A won't be able search out any user of Company_B in MyIT. Also when I did the tenant activation in MyIT v3.1, at first I could not get it work. Until Support shared me a KA and I had to manually update the record in the TENANT table for the master tenant : from localhost to localhost@"Master Company Name". 

     

    Best regards.

    Cho

    Jun 17, 2016 05:11
    1. Michele Marques

      I checked with engineering, and they said that this step isn't needed for 3.2.

       

      Jun 22, 2016 05:32
  2. Eita Cho

    Also it would be making thing more clearly by stating the user record is also segragated. 

    Jun 22, 2016 08:54
    1. Michele Marques

      Per your previous suggestion, we say "all data." That would include user records.

      Jun 23, 2016 09:04