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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Client organizations

This topic describes the organizations available in a multi-tenant environment in Remedy Smart Reporting. In a multi-tenant environment, a client organization provides a way to create content isolation within different organizations or tenants. Additionally, the shared organization allows you to share common content across multiple tenants. 

Client organization

The onboarding process creates a client organization that prevents the users of one organization or tenant from accessing the data of another organization. The onboarding process creates a client organization as follows:

  • For single company onboarding, the process creates a single client organization.
  • For multi-company onboarding, when onboarding the first company, the process creates a default client organization (customerName_default) in addition to a separate client organization for the company that is onboarded.  All subsequent onboardings, create a separate client organization for each company that is onboarded.

client organization is identified by a Client Reference ID, which is a unique text identifier assigned when the client is created. A Remedy Smart Reporting administrator can use this ID as an Access Filter.

Shared organization

In multi-company onboarding, when you onboard the first tenant, the onboarding process creates a new shared organization (<ManagedServiceProviderName>_sharedOrgin Remedy Smart Reporting and imports the data source settings of the tenant to shared organization.

A shared organization contains all the common data that you can share with multiple tenants at the same time. For example, if you want to share a new report across all tenants, you must log in to the shared organization and create the report in the shared organization. This report will be automatically shared with the tenants for whom common content synchronization is enabled. For more information, see Synchronization of common content across multiple tenants.

If you want to manage the content in shared organization, the Remedy AR System administrator must add you to the Reporting Shared Org group as an administrator. After the User Sync utility runs, the administrators added to the Reporting Shared Org group can access and manage the content in the shared organization. In case of upgrade, the User Sync utility synchronizes the users the next time the utility runs as per the schedule.

Data access

Data security that is defined in Remedy AR System is applied for all users in Remedy Smart Reporting. Users have access to the data of all companies that they are provided access to in Remedy AR System, even if they are a part of a single Smart Reporting client organization. For example, in AR System, Bob has two companies associated with him -  Calbro Services and BMC Software. During onboarding in Remedy Smart Reporting, if Bob is added to the BMC Software client organization, he will have access to the data of both, Calbro Services and BMC Software.


When using the multi-company onboarding process:

  • Users can access reports and dashboards for their company only.
  • When the managing organization creates a new report or dashboard they want to share with all tenants, they can either export and import the reports to the client organization of the tenant or they can create the new report in the shared organization. This new report will be automatically synchronized with all tenants for whom common content synchronization is enabled. For more information, see Synchronization of common content across multiple tenants.


The Company defined on a user’s People form record (created in Remedy AR System User), helps manage the segregation of users and their associated company. Users without a Company defined in their People record are added as a part of the default Remedy Smart Reporting client organization and can access and view all reports and dashboards available to the default client organization. However, data restrictions as defined in Remedy AR System server are applied.


The Configuration and Report Styles pages are available in both Primary and client organizations to users with appropriate role permissions. The configuration settings applied at the client are exclusive to that client, much like their content, meaning that each client can be configured and styled differently. This facilitates different region, integration, and style settings across clients.

Related topics

Onboarding users and importing content in Remedy Smart Reporting

How multicompany user onboarding works

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