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.

Working with configuration items

In a multi-tenancy environment:

  • If the configuration item (CI) specifies the company, only support staff with access to that company can access the CI.
  • If the CI is not specified for the company, only support staff with unrestricted access can access the CI.

The company for a CI is specified in:

  • The Company field
  • Companies for people organizations on the People tab, for "Used by" and "Supported by" relationships.

To access a CI, in addition to the relevant company access, support staff require Asset permission.

Related topics


Row level security

Normalization and instance permissions

Was this page helpful? Yes No Submitting... Thank you


  1. Leonard Warren

    Something to consider adding this to the document:

    "When the Company field is populated within a CI record, the CMDBRowLevelSecurity field is populated with the Group ID number that matches to the Company. For example: Calbro Services has a Group ID of 1000000001. This would appear in the CMDBRowLevelSecurity field along with Unrestricted Access (Role Group).

    When a Support Group is added to the People relationship tab of the CI, the Group ID matching to the Support Group is added to the CMDBWriteSecurity and CMDBRowLevelSecurity fields, allowing a member of that group to see the CI and make necessary changes to any of the fields that have this group listed in the permission setup."

    Also, DO NOT use the information stored in any CMDB CI Class as part of a Query Menu in Service Request Management for non-Support Staff members to use as they will not be able to see the data.

    Jul 30, 2019 07:12
    1. Jyoti Nerkar

      Hi Leonard,

      Thanks for your suggestion.

      I have included the Normalization and instance permissions topic in the Related topics section. This topic covers the mentioned information in detail.



      Aug 19, 2019 12:40