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This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite .

How multicompany user onboarding works

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

The user onboarding process performs the following functions:

  • Creates a single data source for one Remedy Smart Reporting instance.
  • (For multicompany onboarding) In addition to a default client organization, creates a Remedy Smart Reporting Client Organization for each company that is onboarded. For more information, see Organizations in a multitenancy environment.
  • Onboards Remedy AR System users to Remedy Smart Reporting for all the companies in your environment and adds these users to their respective client organizations.
  • Creates a shared organization (managedServiceProviderName_sharedOrg) after the first client is onboarded in a multicompany onboarding, populates the data source, and gives access to the users in Reporting Shared Org group to the shared organization. For more information, Shared organizations.

Note

The following users are not onboarded in Remedy Smart Reporting:

  • Users with login names starting with special characters or containing the ! and # characters in their names
  • Users with a duplicate email address in AR System

(For Oracle only) If you have two users in AR System with the same name, one with lowercase and one with uppercase (for example, allen and Allen), only the user that you have created first in AR System is onboarded in Remedy Smart Reporting.

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

Topics in this section include:

Notes

Remedy Smart Reporting does not support onboarding of multiple customers from the same Remedy AR System server. If you have already onboarded a customer, offboard or delete the existing customer and manually update the entry in the SmartReportingServer_Info form before onboarding another customer from the same AR System server.

For multicompany user onboarding, perform the same procedure if you want to onboard a company that you deleted earlier.

For more information about deleting a customer or company, see Offboarding users and clearing the database in Remedy Smart Reporting

Example scenario

Company A (the managing organization) manages 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.

To enable reporting management for respective companies, the following actions are required:

  • The Smart Reporting super admin, usually siadmin, must add Harish to the shared organization so that he can 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

Supported company types in Remedy ITSM multicompany onboarding

The Remedy ITSM multicompany onboarding process supports only the following company types:

  • Operating Company
  • Service Provider
  • Customer
  • Vendor

User access after onboarding users by using the ITSM multicompany module

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

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

When the administrator of the managing organization creates new reports to be shared with all companies, the administrator must export the reports and then import them to the client organizations of the companies. Alternatively, an administrator can create the common content in the shared organization that will be shared with all tenants at scheduled intervals at same time. For more information, see Organizations in a multitenancy environment and Synchronizing common content across multiple tenants.

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

Data security for multitenancy

Data security defined in Remedy AR System is applied for all reporting users in Remedy Smart Reporting. The reporting users can view all the data they have access to in Remedy AR System.

When Remedy ITSM is implemented in a multicompany environment (set up with multiple companies in a shared Remedy AR System environment), data security settings are the same as defined for the Remedy AR System server. Access is restricted to the reports and dashboards of the company to which a reporting user belongs. Additionally, when using collaboration options such as comments, annotations, discussions, and notifications, other users who belong to the same company are displayed.

A client organization provides a way to create content isolation within different organizations or tenants. Additionally, the shared organization enables you to share common content across multiple tenants. 

Scenarios and options for user onboarding

Multiple onboarding options are available. Based on your Remedy ITSM deployment (single company or multicompany) and your Remedy Smart Reporting deployment option (single Remedy Smart Reporting server shared by multiple Remedy AR System servers), select the appropriate onboarding process.

In Remedy Smart Reporting, a customer manages an organization that maintains the Remedy AR System instance. In a single-company environment, the customer and the company are typically the same. When Remedy ITSM is implemented in a multicompany environment (in a shared Remedy AR System environment), a customer is the managing organization (for example, a managed service provider that manages the Remedy AR System instance for several companies).

The following table lists deployment scenarios and the corresponding user onboarding options:

Deployment scenarioEnvironment setupUser onboarding optionWhere to run the onboarding process

Single company defined in Remedy ITSM

  • Single Remedy AR System server or multiple Remedy AR System servers sharing a single Remedy Smart Reporting server
  • Single-company user onboarding
  • All users onboarding
Each Remedy AR System server that uses Remedy Smart Reporting
Remedy ITSM multicompany environment (set up with multiple companies in a shared Remedy AR System environment)
  • Single Remedy AR System server with a single Remedy Smart Reporting server
  • Multicompany user onboarding

The following onboarding options are available:

  • One company at a time
  • Multiple companies in bulk

The Remedy AR System server to onboard users of each company is defined in the Remedy ITSM multicompany environment of the Remedy AR System server.

Notes

  • The onboarding scenarios are independent of the Remedy Mid Tier multitenancy implementation. For information about mid tier multitenancy, see Remedy Mid Tier as a shared service in the Remedy ITSM Deployment documentation.
  • For multicompany user onboarding, you can onboard a maximum of 198 companies from the Remedy ITSM multicompany environment.


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