This documentation supports the 19.02 version of Remedy IT Service Management Suite.

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


Multi-tenancy is a feature in BMC Remedy ITSM Suite that enables you to do the following:

  • Control data access in a hosted environment. For example, in a service provider environment, multiple companies might use a single application in BMC Remedy ITSM Suite, with the data for each company hidden from the other companies using the application.
  • Control access to configuration items, incidents, known errors, broadcast messages, categorization, summary definitions in the Requester Console, and so on.
  • Segregate data and restrict access. Access restrictions are performed primarily on ticketing forms, such as incidents, problem investigations, change requests, and asset records. 

This section provides the following information:

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  1. Leonard Warren

    When reading the three bullet statements provided for why to use Multi-Tenancy, I come up with getting the same thing being stated but in three different ways - Data Access. If a support group wants to see their own Operation Categorization entries (as in Human Resource would prefer not to see the Service Desk Support team's OPCATs - but the Service Desk Support team needs to see everything without having unrestricted access.). Thus two companies would be needed and the users from Human Resource sees only - Global - and Human Resource Company's OPCATS, while Service Desk Support would need to see Human Resource Company's, Service Desk Company, and - Global - OPCATS. So instead of stating Data Access in three statements - how about a scenario to show how this can be useful?

    Jul 29, 2019 11:12
    1. Jyoti Nerkar

      Hello Leonard,

      I discussed this with the R&D team and understood that Multi-tenancy for OPCATS based on support groups is not supported. This would require customization. For this, I request you to contact the customer support team.

      Regarding the suggestion about adding a scenario, there are multiple such scenarios that are covered in the topics listed in this topic.



      Aug 22, 2019 12:56