Using Multi Tenant

Up to ten UEM tenants can be configured to integrate with a single instance of ServiceNow. Now, Device Details, Experience Scores, Actions, Profiles, Workflows etc. from devices enrolled with ten different Workspace ONE UEM instances can be seen, utilized, executed, installed from the same ServiceNow instance. Ticket data export to the Intelligence Hub is not supported in case multi tenant is enabled.

Before enabling and using Multi Tenant, you must first configure the details.

Configuring Multi Tenant

Multi Tenant is only supported using OAuth 2.0 credentials. Basic Auth credentials are not supported.

Do the following to configure multi tenant:

• Follow the guided setup to enable Multi Tenant in Configure the Application Details.
• Configure OAuth 2.0 Details.

After configuring OAuth 2.0 details, you will be redirected to complete the Workflow Studio set up.

Set Up Workflow Studio

You can create unlimited connections in Workflow Studio. However, only the first ten will be used to look up the device and fetch details, actions, scripts, etc.

1. In Workflow Studio, click Integrations.
2. Search for the Workspace ONE UEM ITSM Connection.
3. Click Add Connection.
4. On the Create Connection screen, enter the Connection Information and Credential Information.
5. Click Create and Get OAuth Token.
6. Repeat the steps above to configure the Intelligence Connections.

Using Multi Tenant

Search for the Serial Number or Username in an incident. The ITSM Connector will search all configured Workspace ONE UEM tenants in sequence, if there is more than one. Search results show the device in a tenant. The device's details, including actions, profiles, etc. will display in the incident.

The tenant-to-serial number relationship will be stored in ServiceNow. If an incident is opened for the same serial number, then the search cycle does not repeat.