How Service Desk REST API behaves in a multi-tenancy environment?

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

This use case is based on Configuration Items searches through Service Desk REST API. It works as expected and SDM REST API respects the multi-tenancy layer when it is set. On the other hand, administrators have been noticing results with mixed Configuration Items (from different tenants) when performing those searches. They are wondering if SDM REST API is not respecting their multi-tenancy configuration.

Cause

It happens when there are Configuration Items created before the multi-tenancy configuration was put in place. If you take a look at those Configuration Items you will notice the Public column as "Yes". On the other hand, if you create a new Configuration Item after having multi-tenancy set, you will notice the Public column as "No". It means the new Configuration Item belongs to a specific tenant. Because of that it seems the SDM REST API is not respecting the multi-tenancy configuration, but it is. This is the expected behavior.

Environment

Clarity Service Management 17.2
Clarity Service Management 17.1

Resolution

See below tests performed in lab:

Tenants:

Contacts:

Classes:

Configuration Item List for James Bond (Tenant = 007): 

REST response:

/caisd-rest/nr?WC=(class=300065%OR%class=300082)&size=500

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<collection_nr COUNT="6" START="1" TOTAL_COUNT="6">
    <nr id="U'0F4E305563405343BB1BBC485789C359'" REL_ATTR="U'0F4E305563405343BB1BBC485789C359'" COMMON_NAME="Testing 007 again">
        <link href="http://lvntest:8050/caisd-rest/nr/U'0F4E305563405343BB1BBC485789C359'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_worx/U'0F4E305563405343BB1BBC485789C359'" rel="extension"/>
    </nr>
    <nr id="U'24609D1C5120174E82EA0F243A11488A'" REL_ATTR="U'24609D1C5120174E82EA0F243A11488A'" COMMON_NAME="Access Laptop">
        <link href="http://lvntest:8050/caisd-rest/nr/U'24609D1C5120174E82EA0F243A11488A'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_worx/U'24609D1C5120174E82EA0F243A11488A'" rel="extension"/>
    </nr>
    <nr id="U'388941A4DD8BBE4BBB6C01F9DFC22862'" REL_ATTR="U'388941A4DD8BBE4BBB6C01F9DFC22862'" COMMON_NAME="Mail Server Hardware">
        <link href="http://lvntest:8050/caisd-rest/nr/U'388941A4DD8BBE4BBB6C01F9DFC22862'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'388941A4DD8BBE4BBB6C01F9DFC22862'" rel="extension"/>
    </nr>
    <nr id="U'7AAFAA41429CF3499725CF9CF2B1E0AD'" REL_ATTR="U'7AAFAA41429CF3499725CF9CF2B1E0AD'" COMMON_NAME="Testing 007">
        <link href="http://lvntest:8050/caisd-rest/nr/U'7AAFAA41429CF3499725CF9CF2B1E0AD'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'7AAFAA41429CF3499725CF9CF2B1E0AD'" rel="extension"/>
    </nr>
    <nr id="U'A80DF099EB85CA4D8AC1E3D098FEB496'" REL_ATTR="U'A80DF099EB85CA4D8AC1E3D098FEB496'" COMMON_NAME="SQL Server">
        <link href="http://lvntest:8050/caisd-rest/nr/U'A80DF099EB85CA4D8AC1E3D098FEB496'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'A80DF099EB85CA4D8AC1E3D098FEB496'" rel="extension"/>
    </nr>
    <nr id="U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" REL_ATTR="U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" COMMON_NAME="ServiceDesk 12.9 Primary Server">
        <link href="http://lvntest:8050/caisd-rest/nr/U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" rel="extension"/>
    </nr>
</collection_nr>

Configuration Item List for James Bond (Tenant = Pink Panther): 

REST response:

/caisd-rest/nr?WC=(class=300065%OR%class=300082)&size=500

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<collection_nr COUNT="5" START="1" TOTAL_COUNT="5">
    <nr id="U'24609D1C5120174E82EA0F243A11488A'" REL_ATTR="U'24609D1C5120174E82EA0F243A11488A'" COMMON_NAME="Access Laptop">
        <link href="http://lvntest:8050/caisd-rest/nr/U'24609D1C5120174E82EA0F243A11488A'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_worx/U'24609D1C5120174E82EA0F243A11488A'" rel="extension"/>
    </nr>
    <nr id="U'388941A4DD8BBE4BBB6C01F9DFC22862'" REL_ATTR="U'388941A4DD8BBE4BBB6C01F9DFC22862'" COMMON_NAME="Mail Server Hardware">
        <link href="http://lvntest:8050/caisd-rest/nr/U'388941A4DD8BBE4BBB6C01F9DFC22862'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'388941A4DD8BBE4BBB6C01F9DFC22862'" rel="extension"/>
    </nr>
    <nr id="U'A80DF099EB85CA4D8AC1E3D098FEB496'" REL_ATTR="U'A80DF099EB85CA4D8AC1E3D098FEB496'" COMMON_NAME="SQL Server">
        <link href="http://lvntest:8050/caisd-rest/nr/U'A80DF099EB85CA4D8AC1E3D098FEB496'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'A80DF099EB85CA4D8AC1E3D098FEB496'" rel="extension"/>
    </nr>
    <nr id="U'D6F7808E6CE9424EAD012266318B8074'" REL_ATTR="U'D6F7808E6CE9424EAD012266318B8074'" COMMON_NAME="Testing Sellers">
        <link href="http://lvntest:8050/caisd-rest/nr/U'D6F7808E6CE9424EAD012266318B8074'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'D6F7808E6CE9424EAD012266318B8074'" rel="extension"/>
    </nr>
    <nr id="U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" REL_ATTR="U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" COMMON_NAME="ServiceDesk 12.9 Primary Server">
        <link href="http://lvntest:8050/caisd-rest/nr/U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" rel="self"/>
        <link href="http://lvntest:8050/caisd-rest/har_serx/U'DD4E5DDCFEEC7144938D5C7F86B49DB5'" rel="extension"/>
    </nr>
</collection_nr>