Multi-Tenancy

## Goal
Isolate each entity so that:
* Every company has its own service catalog (categories, items, workflows).
* End users see only the catalog and branding that belong to their company.
* Administrators can set company-specific rules, SLAs and reports, while keeping one central SysAid backend.

Below is a practical, step-by-step configuration plan you can follow immediately.

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## 1. Prepare a Simple Matrix before You Touch SysAid
Create a table (Excel/Sheets) with four columns: Company / User list / Admins / Catalog items.
Fill it in with the information you already have. This will save time during the wizard-type screens in SysAid.

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## 2. Create Separate “Companies” in SysAid
1. Log in as SysAid Administrator.
2. Navigate to **Tools ➜ User Management ➜ Companies**.
3. Click **Add** and fill in the name, address (optional) and a short code (used later for URL parameters).
4. Repeat for every entity.
5. (Optional) Upload a logo per company here if you plan to display it on the portal banner.

Result: SysAid now has airtight containers that you can use for scoping almost every object—users, SR templates, service items, messages, themes.

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## 3. Assign Users to Their Companies
1. Go to **Tools ➜ User Management ➜ End Users** (and **Admins**).
2. Multi-select the relevant users ➜ **Actions ➜ Set Company** ➜ choose the correct company.
• If you rely on Azure AD / LDAP sync, place each user in an OU or security group that maps to the right SysAid company; then activate “Assign company by LDAP branch/group” in the integration settings.
3. Test with a dummy account for each company to verify it is really attached.

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## 4. Split the Service Catalog
### 4.1 Service Categories
1. **Settings ➜ Service Desk ➜ Categories**
2. For every existing category decide: global or company-specific.
3. To restrict visibility, open the category ➜ **Company** drop-down ➜ pick the company.

### 4.2 Service Items (Service Catalog)
1. **Settings ➜ Self-Service Portal ➜ Catalog Items**.
2. Add a new item or edit an existing one.
3. Under **Visibility**, choose **Specific Companies** and check the relevant company (or leave blank for global).
4. Attach any company-specific SR template or workflow.

Result: When an end user from Company A logs in, only items mapped to Company A (plus any global items) appear.

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## 5. Configure Themes and Branding per Company
1. **Settings ➜ Self-Service Portal ➜ Themes** ➜ **Add Theme**.
2. Adjust colors, banner, favicon, CSS ▸ **Save**.
3. Back in the theme list, click **Set Companies** and tie that theme to the company.
4. Repeat for each entity.
• If nothing is set, the global default is displayed.
• Banners can also be company-specific: **Self-Service Portal ➜ Customize Banners**.

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## 6. Provide Different “Entrances” to the Same Portal
Remember: SysAid officially supports *one* Self-Service Portal URL, but you have three useful tricks:

| Method | What to do | User experience |
|--------|------------|-----------------|
| Theme auto-switch (no extra URL) | Steps in section 5 | User logs in → sees correct branding automatically |
| Company ID parameter | Email users a link such as `https://YourDomain.sysaidit.com/Login.jsp?companyId=ACME` | Sets the theme *and* filters catalog even before login |
| Sub-domain or CNAME | Create `it.acme.com` and `it.bravo.com` that both point to your SysAid URL | Keeps marketing happy; still one backend |

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## 7. Entity-Specific Rules (Routing, SLAs, Automations)
1. **Settings ➜ Service Desk ➜ Routing Rules** – add condition *Company = X* then assign to the right admin group.
2. **Settings ➜ Service Desk ➜ SLA/SLM** – create a policy, select *Company* in the **Filter** field.
3. **Settings ➜ Automations ➜ Escalation / Workflow** – every rule has a *Company* criterion.

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## 8. Quick Validation Checklist
☑ Log in as an end user of Company A → only Company A catalog appears, theme is correct.
☑ Submit a ticket → routed to Company A admin group, SLA applied.
☑ Log in as Company B admin → can report only tickets from Company B.
☑ Global IT admins still see everything (no company filter in their admin group).

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## 9. Suggested Short-Term Timeline

| Day | Task |
|-----|------|
| 1 | Build the matrix, create companies |
| 2 | Attach 10 test users per company, confirm logins |
| 3-4 | Split existing categories, clone to company versions |
| 5 | Design two basic themes, assign to companies |
| 6 | Open routing rule per company, test submission end-to-end |
| 7 | Documentation + internal comms blast (“use this link for your entity”) |

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## 10. Good to Know / Limitations
• You cannot host completely separate DB instances in one license; companies share the underlying data model.
• Custom URLs that display *different* home pages (HTML) require a paid “multi-portal” professional service project.
• Reports and dashboards respect the Company filter out-of-the-box—use it!
• Future integrations (Azure, HRIS) should include a company attribute so that new users fall into the right bucket automatically.

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## Final Tips
• Configure one change in a sandbox first (SysAid Sandbox or non-production account).
• Keep at least one “Global Admin” user who belongs to *no* company, for emergencies.
• Update onboarding/offboarding procedures to set the user’s company; that one field is the key to your entire multi-tenant design.

You now have a fully segmented SysAid environment without losing the efficiency of a single backend. Enjoy the cleaner experience for both your end users and your IT staff!