This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

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

Setting up the Hub and Spoke capability

The Hub and Spoke capability is designed to work specifically across the Remedy ITSM applications and its components. This topic provides an overview of the set up process for a hub and spoke capability. For an overview of the hub and spoke capability, see Hub and Spoke capability overview. A high-level map of the processes shown in this topic depicts the tasks their sequence.


To perform the procedures described in these topics, you must log on to the BMC Remedy AR System server with an ID that has Remedy Administrator privileges.

Environmental requirements

The hub server and the spoke server must run with new installations (not upgraded versions) of:

  • BMC Remedy AR System
  • BMC Atrium Core
  • BMC Remedy ITSM suite, version 8.1 or later.

The Hub and Spoke capability is designed to work specifically with the following BMC Remedy ITSM applications and components:

  • BMC Change Management
  • BMC Service Desk
  • BMC Service Request Management (Work Order)
  • Overview console

You can install other BMC Remedy ITSM applications and components (subject to the restrictions mentioned above), but those applications and components cannot take advantage of the Hub and Spoke capability. 

Set up processes

The following illustration provides a high-level map of the processes that you must perform to register a hub server and the spoke servers in your environment. Use this process for all registration scenarios. 

  • Ensure that you perform each process in the order indicated by the diagram.
  • Perform each of the steps marked with an asterisk any time that you add a spoke server to an existing hub and spoke system.
  • To maintain unique ID numbers for the Company and Support Group data (which are integer values) for all company types that you are setting up on the spoke server, those companies and their Support Group data must be created on the hub server, as shown in the preceding diagram. This data is then automatically pushed out to the appropriate spoke server by the DSO service.
  • During the registration process (after running the Prefix Manager), you must restart the BMC Remedy AR System server.

Where things happen

This section describes on which server you perform the various registration and any ongoing administration functions needed to set up and maintain a hub and spoke system. It also tells you which aspects of a hub and spoke system are unique to the hub server and to the spoke server.

Hub server

Perform the following tasks on the hub server:

  • Create or update information for service provider companies, including the following foundation data records and all of their related child forms:
    • Company (for more information about configuring companies, see Configuring companies)
    • Location
    • Site
    • Organization
    • Support Group
    • People
  • Create or update Company records for each operating company in the hub and spoke system.
    • When adding a new spoke server to an existing hub and spoke system, synchronize the service-provider-specific foundation data with the new spoke server. This updates the service-provider-company-specific foundation data on the new spoke server.
    • Operating company names must be unique across the entire hub and spoke environment.


The DSO service dynamically synchronizes all of the information created on the hub server with the spoke servers, except when you are adding a new spoke server to an existing hub and spoke system. Adding a new spoke server to an existing system requires the preceding separate synchronization step.

Spoke servers

The default behavior of a spoke server prevents you from creating or updating Company, Support Group, and People records (or any of their related child records) for any company. However, you can configure a spoke server to let you create and update these record types. If you update a Company, Support Group, or People record on a spoke server that was created on the hub server (for example, a service-provider-company People record), the record is overwritten during the next update of that record from the hub server.

Any transactional data created on the spoke server through the hub server or through a spoke mid-tier server is dynamically synchronized back to the hub server via the DSO service.

Using the Data Management dataload tool

If you are using the Data Management dataload tool and hub and spoke servers to load foundation, transactional, and process setup data, see Loading data to hub and spoke environments before you use the tool.

Where to go from here? 

After you read and understand this topic, read Planning the hub and spoke setup.

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