This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

How multicompany user onboarding works

When BMC Remedy IT Service Management (BMC Remedy ITSM) is implemented with multiple companies in a shared BMC Remedy Action Request System (BMC Remedy AR System) environment, the managing organization runs the multicompany user onboarding process and the content import processes for each company defined in BMC Remedy ITSM.

The user onboarding process performs the following functions:

  • Creates a single data source for one BMC Remedy Smart Reporting instance.
  • In addition to a default client organization, creates a Smart Reporting Client Organization for each company that is onboarded.
  • Onboards BMC Remedy AR System users to BMC Remedy Smart Reporting for all the companies in your environment and adds these users to their respective client organizations.

A web-based interface is available for user onboarding.

Starting with Service Pack 2, the BMC Remedy Smart Reporting Admin Console provides the options for user onboarding.

Based on your deployment option, you can onboard users for a single company in your BMC Remedy IT Service Management (ITSM) environment or for multiple companies in your BMC Remedy ITSM multicompany environment. During multicompany user onboarding, you can onboard users for one company at a time or for multiple companies in bulk.

During user onboarding, all users with a Fixed or Floating license type, and are in the Current status are onboarded to BMC Remedy Smart Reporting. You can select users who belong to specific BMC Remedy AR System groups by using the appropriate user creation filter criterion. In scenarios where you have a large number of users but only specific groups need to access  the reporting content, you can onboard specific user groups by applying a filter criterion. Currently, you can filter users on the basis of only the BMC Remedy AR System groups.

Users with Read license type cannot be onboarded by using user filter criterion.

By default, users are assigned to the company that is defined in the Company field under the Organization section of the People form. 

Example scenario


Action required to enable reporting management
for respective companies

Company A, the managing organization, manages the companies
BMC Software, Calbro Services, and Invention, Inc.

Support Engineer Harish manages BMC Software
and Calbro Services. The Company field on Harish's People form record is set to BMC Software.

Support Engineer Girish manages Invention, Inc. The Company field on Girish's People form is set to Invention, Inc.

The Smart Reporting super admin, usually siadmin, must add Harish to the Calbro Services Client Organization  and provide appropriate read and write access to Reports and Dashboards to enable Harish to manage reporting for Calbro Services and BMC Software.

Girish is already in the appropriate client organization. The siadmin only needs to provide Girish the appropriate read and write access to Reports and Dashboards.

User access after onboarding users by using the ITSM multi-company module

Data access defined for the users in BMC Remedy AR System is also applicable for BMC Remedy Smart Reporting data. Users can access reports and dashboards for their company and other companies to which they have access in BMC Remedy AR System, even if they are a part of a single BMC Remedy Smart Reporting client organization.
For example, Bob belongs to the company BMC Software and during onboarding is added to the BMC Software client organization. However, Bob has access to Calbro Services data in BMC Remedy AR System. So, even though he is not a part of the Calbro Services client organization, he still has access to the Calbro Services' BMC Remedy Smart Reporting data.

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

When the managing organization creates new reports to be shared with all companies, they must export and then import the reports to the client organizations of the companies.

If a view or report is modified for one company, the changes are not reflected in the reports or views of another company.

Where to go from here

Overview of the user onboarding process

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  1. Bharath kumar Chitrala

    The statement is not correct :  The BMC Remedy Smart Reporting super administrator of the managing company, usually siadmin, can give users access to another company by manually adding them to the Smart Reporting Client Organization of that company.

    User sync job will delete the user if added in multiple client orgs in smart reporting. Please confirm on this statement.



    Jan 08, 2019 12:16