How to Change a Contact's Tenant when the Multi-Tenancy Option is in Setup State.

Document ID : KB000050148
Last Modified Date : 14/02/2018
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Description:

When Service Desk Manager has the multi-tenancy option set to "setup" and the tenant for a contact is set, the tenant for that contact cannot be changed using the web interface. However, the tenant for the contact can be changed by following the steps in this technical document.

Solution:

Follow these steps to change the contact's tenant:

  1. Copy the file, settenant.xml, from the $NX_ROOT\samples\multi_tenancy directory to the $NX_ROOT\site\cfg directory, or if the file already exists in $NX_ROOT\site\cfg, use it in the proceeding steps.

  2. Ensure that the file, settenant.xsd, exists in the $NX_ROOT\site\cfg directory. If it does not, copy it from the $NX_ROOT\samples\multi_tenancy directory to the $NX_ROOT\site\cfg directory.

  3. Edit the file, $NX_ROOT\site\cfg\settenant.xml.

  4. Add an object definition to the settenant.xml file that corresponds to the contact for which you want to change the tenant using the following format:

    <Object name="cnt">
    <TenantRule type="Name">name-tenant</TenantRule>
    <Where>userid='userid'</Where>
    </Object>

    In the above definition, "userid" is the logon ID of the contact, and "name-tenant" is the tenant name.

    Be sure to add the object definition before the line containing the statement: </Set Tenant>

  5. Change the tenant name in the object definition in the settenant.xml file to the new tenant name. Save the file.

    The shaded area in Figure 1 below is a sample object definition for changing the tenant of a contact named "analyst2test" with a User ID of "analyst2" from "tenant1" to "tenant2".

  6. From a command prompt, navigate to the $NX_ROOT\site\cfg directory and issue:

    pdm_settenant -f settenant.xml

    See figure 2 below for sample output.

  7. Log into the web interface and confirm the contact now belongs to the new tenant.

    Figure 1.
    Figure 1

    Figure 2.
    Figure 2

Note: $NX_ROOT represents the Service Desk Installation directory. On Windows, this directory defaults to "C:\Program Files\CA\Service Desk Manager".