This documentation supports the 18.05 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Data access in a multitenant environment

The data access control in a multitenant environment is same as it is in a single tenant environment. Row Level Security (RLS) is used to control data access between companies and works in the same manner as it does within a company. Members who belong to several companies in a multitenant environment use the following types of data through BMC Remedy ITSM applications:

Data typeDescription
Configuration

A company’s configuration data is accessible to the following users:

  • A member of the company or it’s parent company
  • A user with access to the company
Transactional (ticket) 

 Each ticket is treated as a row in BMC Remedy ITSM. Access to this data can be of the following types:

  • Unrestricted: Users with the BMC Remedy ITSM Unrestricted Access role have access to all ticket data.
  • Row-level: You can choose to provide ticket data access at support group level or support group and company level. Ticket data is accessible to the following users based on option selected for Applications Permissions Model field on the System Settings form: 
      • Support Group: If you select this option in the Applications Permissions Model field, ticket data is accessible to the following users:
        • User who submits the ticket
        • User who is assigned the ticket
        • Owner group that owns the ticket
        • A member of the support group associated with the ticket
        • A member of the parent group of the support group associated with the ticket
      • Support Group and Company: If you select this option in the Applications Permissions Model field, ticket data is accessible to the following users:
        • User who submits the ticket
        • User who is assigned to the ticket
        • Owner group that owns the ticket
        • A member of a support group associated with the ticket
        • A member of the parent group of the support group associated with the ticket
        • All the members of a location and customer company referenced on the ticket
        • All the members of the parent group of a location and the customer companies referenced on the ticket
    • For details, see Row-level security and Hierarchical groups: Using a parent group for permission inheritance.

Related topics

Multi-tenancy 

BMC Remedy ITSM data access model

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