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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 .

Organizations in a multitenancy environment

In a multitenant (multicompany) environment, a client organization provides a way to isolate content within different organizations or tenants. A shared organization enables 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 multicompany onboarding, when onboarding the first company, the process creates a default client organization (customerName_default) and a separate client organization for the company that is onboarded.  All subsequent onboardings create a separate client organization for each company that is onboarded.

A 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.

The Configuration and Report Styles pages for administration are available in primary and client organizations to users with appropriate role permissions. The configuration settings applied to the client organization are exclusive to that client (much like their content), so each client can be configured and styled differently. This facilitates different region, integration, and style settings across clients.

Shared organization

In multicompany onboarding, when you onboard the first tenant, the onboarding process creates a new shared organization (managedServiceProviderName_sharedOrg) in Remedy Smart Reporting and imports the data source settings of the tenant to the 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 is automatically shared with the tenants for whom common content synchronization is enabled. For more information, see Synchronizing common content across multiple tenants.

If you want to manage the content in a 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 per the schedule.


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