This documentation supports the 21.3 version of BMC Helix ITSM.

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

Setting up the Tenancy mode

BMC Helix ITSM is installed with the Tenancy Mode field set to Multi-Tenancy. However, you can change the tenancy mode to Single tenancy manually. The ticket data is saved in the database separately for each company, regardless of Tenancy Mode. This rule is enforced by the Row Level Security setting.


Multitenancy is a way to keep the data separate among multiple companies, departments, or other groups. It helps in hosting multiple companies and their data on a single server. Multitenancy means that users will select the appropriate company from the Company field instead of a single company being the default value. Use multitenancy to achieve the following goals:

  • Control data access in a hosted environment. For example, in your service provider environment, you use a single instance of  BMC Helix ITSM for multiple companies, with the data for each company hidden from the other companies.
  • Control access to configuration items, incidents, known errors, broadcast messages, categorization, summary definitions in BMC Service Request Management or Requester Console, and so on.
  • Segregate data and restrict access. BMC Helix ITSM performs access restrictions primarily on ticketing forms, such as incidents, problem investigations, change requests, and asset records.

The value that you select in the Tenancy Mode field on the System Settings form determines whether the Company field on various forms defaults to a single company or whether users must always select the appropriate company from the field.

To set Tenancy Mode to Multi-Tenancy

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > Advanced Options > System Configuration Settings - System Settings, and then click Open.

  3. In the Tenancy Mode field, select Multi-Tenancy.
  4. Click Save.


When you create an incident or approval mapping, the Company field is prepopulated in the following conditions:

  • If the Tenancy Mode is set to Single-Tenancy and a user has access to multiple companies.
  • If the Tenancy Mode is set to Single-Tenancy and a user is member of single company.
  • If the Tenancy Mode is set to Multi-Tenancy and a user is member of single company.

When you create an Incident or approval mapping, the Company field is not prepopulated if the Tenancy Mode is set to Multi-Tenancy and a user is member of multiple companies.

Working with configuration items (CIs) in a multitenant environment

In a multitenancy environment:

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

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