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In this post, I will share configuration steps on how to configure entitlement for a Tenant’s users, whether they belong to the same department/Organization or different, so that they can see different Service Request Definitions/Rquestable Offerings assigned to them.

 

An entitlement package is a set of requestable offerings that you can make available to tenants. These packages are created from the Entitlement Packages tab in the Service Catalog workspace, as described in Creating Entitlement Packages. For overview information about entitlement packages, see Entitlement Package Overview.

 

The configuration which we are discussing here will introduce multi-tenancy within Tenant’s departments so that users of Department A will not see Service Request Definitions/Rquestable Offerings assigned to the users of Deptartment B.

 

There can be multiple reasons you would like to hide specific SRD’s from set of users and make it available for few of that Tenant.

 

I used BMC Cloud Lifecycle Management 3.1 SP1 to perform all configurations.

 

Let’s take a look at the underlying configuration:

 

Use Demo account and open “Application Administration Console”:

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Click on the Custom Configuration tab. Expand Service Request Management and then Entitlement:

SRM-EntitleManagement-1.png

Open the Entitlement Management form:

SRM-EntitleManagement-2.png

Click Entitlement Groups from the left hand side, select the Company Name (Tenant Company) from the drop down menu and then click “Create”:

SRM-EntitleManagement-3.png

Input group name and description:

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Click "Save" button. Please perform this for all the groups which you would like to create.

For each group created, highlight it, click Add and select the users who should be a member of that group:

SRM-EntitleManagement-4.png

User ce2 (cloud end user2) has been added for “Tenant1-Windows-OS” and user ce3 (cloud end user3) has been added for “Tenant1-RHEL Only” Entitlement group:

SRM-EntitleManagement-5.png

User ce1 (cloud end user1) is the common user and has been added for both Entitlement Groups.

 

Click close after adding users to respective entitlement groups.

 

Select PED Management from the left hand side:

SRM-EntitleManagement-6.png

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Click “Create”.

 

Enter in a name, select "Entitlement group" and select the relevant group from the ones you created above:

SRM-EntitleManagement-8.png

You will see the new rules added to the list and the groups associated with those rules:

SRM-EntitleManagement-10.png

Login into the BMC CLM Cloud Admin console, select the Service Catalog workspace, create a new service catalog or edit an existing one.

Create a new Service Offering or select an existing one.

 

Click Show Advanced Features:

SRM-EntitleManagement-11.png

If creating a new SRD (Service Request Definition) select Create Request Definition with SR Designer. If editing an existing SRD (Service Request Definition), select Edit Request Definition with SRD (Service Request Definition) Designer.

 

For an existing SRD (Service Request Definition), take the SRD (Service Request Definition) offline, then go to the Entitlements section. For a new Service Request Definition, complete the SRD (Service Request Definition) Designer entries up to the Entitlements section:

SRM-EntitleManagement-12.png

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Do not add any Entitlement Packages just click Next:

SRM-EntitleManagement-14.png

Click on the Add button to add a new entitlement.

 

Select the entitlement you want to use:

SRM-EntitleManagement-15.png

Click Save.

 

The new entitlement is then added:

SRM-EntitleManagement-15_001.png

Continue with the SRD (Service Request Definition) Designer and save the SRD (Service Request Definition). Go back to the Welcome section and turn the SRD Online.

 

You can double check which SRDs (Service Request Definition), user can see by going back into the entitlement console where you configured the groups etc. and select “User Validation”:

SRM-EntitleManagement-16.png

Click Select, enter in the name of the company and click Search to return the users for that company. Highlight the user you want to validate:

SRM-EntitleManagement-17.png

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Click “Select”.

 

Here we can see user “ce2 (Cloud End User2)” only has access to one SRD (listed in Matching SRDs) as it is a member of the “Tenant1-Windows-OS”:

SRM-EntitleManagement-19.png

“ce3 (Cloud End User3)” on the other hand can see other SRD (Service Request Definition) as he is a member of “Tenant1-RHEL Only”:

SRM-EntitleManagement-20.png

“ce1 (Cloud End User1)” on the other hand can see 2 SRDs (Service Request Definition) as it is a member of both “Tenant1-Windows-OS” and “Tenant1-RHEL Only”:

SRM-EntitleManagement-21.png

So, now we have done with the configuration, let’s see the results.

 

Let’s Logging into the My Cloud Services Console as “ce3 (Cloud End User3)”, and click on “New Service Request”. You can see only the offering assigned to the group, this user belongs to:

SRM-EntitleManagement-22.png

 

Logging into the My Cloud Services Console as “ce2 (Cloud End User2)”, and click on “New Service Request” You can see only the offering assigned to the group, this user belongs to:

SRM-EntitleManagement-23.png

Logging into the My Cloud Services Console as “ce1 (Cloud End User1)”, and click on “New Service Request”. We see both the offerings as this user was assigned to both groups.

SRM-EntitleManagement-23_001.png

 

In order for this to work you must make sure that the SRD’s (Service Request Definition) created are not assigned to any Entitlement Packages assigned to the company of which the users are members. Since in BMC CLM, the tenant is assigned to a package, and all users in this example are a member of the same tenant, then assigning the SRD (Service Request Definition) to an entitlement package will mean that all users, no matter what group they’re a member of, will be able to see the SRD (Service Request Definition) because they are all a member of the same tenant.

 

References:

Knowledge article: KA373369 - Message not in catalog--message number = 8029 (ARERR 8029)

 

Knowledge article: KA369405 - Logged in user can see all Service Offerings for all companies even though access has been restricted.

 

In this post, I covered configuration points and suggestions on how to configure entitlement for a Tenant’s users, whether they belong to the same department/Organization or different, so that they can see different SRD’s (Service Request Definition) assigned to them.

 

I hope this article helps to understand good ways to use Entitlement concepts in BMC Cloud Lifecycle Management (CLM), please share you experiences or feedback on this use case with comments below.

 

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