Multi Tenancy

[Anon Anon]

[font=Comic Sans]Can anyone point me in the direction of documentation/papers on the Multi Tenancy feature of r12?

Thanks in advance.[font]

[Anon Anon]

I'm interested in this too. Specifically, a document that begins with explaining Multi-tenancy in laymans terms.

The documentation I've found so far is so high-level that it's completely unpenetrable. I am meant to be implementing this but I can't even understand what it is / does.

[Karen Matoke]

For both Service Desk Manager release 12.1 and release 12.5:

For administering multi-tenancy, see the CA Service Desk Administration Guide:
Go to Chapter 3: Defining Business Structure. See the section titled “Multi-Tenancy”.

For installing and configuring multi-tenancy, see the CA Service Desk Implementation Guide:
Go to Chapter 5: Configuring. See the section titled “How to Implement Multi-Tenancy”.

Note that for Service Desk Manager release 12.5, the bookshelf is available after logging into support.ca.com and contains both PDF and HTML versions. The direct link is:
https://support.ca.com/cadocs/1/CA%20Service%20Desk%20Manager%20Analyst%20License%20r12%205-ENU/Bookshelf.html

-Karen

[Karen Matoke]

The following Knowledge Articles are available on support.ca.com:

Knowledge Article ID: TEC480442
Title: What is Multi-Tenancy?
The direct link to this article on support.ca.com is: https://comm.support.ca.com/?legacyid=TEC480442

Knowledge Article ID: TEC498970
Title: What are the steps to configure multi tenancy, tenant access, tenant, tenant group and tenant administrator
The direct link to this article on support.ca.com: https://comm.support.ca.com/?legacyid=TEC498970



In-depth background is available in the following "Green Book" that is available on support.ca.com:

Incident and Problem Management v1.3
Publication date 05/24/2010

This Green Book provides best practices for implementing CA products to support incident management, problem management and service desk processes. It is designed to provide process, technical and architectural advice on key topics such as support models, use of common fields, integration using web services, self-service, knowledge management, reporting, security, and architecture.

The direct link to the English PDF version of this green book is: https://support.ca.com/phpdocs/7/common/greenbooks/Incident_and_Problem_Management_Green_Book_ENU.pdf

See Chapter 14: Architectural Choices, the section titled "Multitenancy". This section discusses how and what to do in order to run CA Unicenter Service Desk with multitenancy capabilities. It includes diagrams and screenshots.