Multi Tenancy Progress

Multi-tenancy: progress tracker

Part of the Multi-tenancy section. Planned / in active development. Tracks the build against the plan. Last updated: 2026-07-05.

Legend: ✅ done  ·  🚧 in progress / next  ·  ⬜ not started

Where things stand: the tickets module is now solid for real multi-company use. The foundation is complete; tickets scope by company; per-company email routing works end-to-end (pinned/shared mailboxes, sender-domain and individual-address routing, a triage safety net, and diagnostics); the first per-company settings are live (ticket types & origins); the whole ticket layer is fully isolated (every ticket read/write is access-checked — see Data isolation & the audit); and you can now control which companies each analyst may access. What's left is rolling per-company scoping through the other modules, plus per-company departments/SLAs and the self-service portal.

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Phase 0 — Foundation ✅ complete

The invisible plumbing. None of this changes anything on a single-company install.

• ✅ tenants table + a silent Default company that owns all existing data
• ✅ tenant_domains table (for future email-domain routing)
• ✅ Analyst → company access model (which staff can see which companies, + an "all companies" flag) — now with an admin UI to grant/deny it per analyst (Settings → Analysts; see Staff access)
• ✅ tenant_id on tickets (every existing ticket assigned to the Default company)
• ✅ Shared tenancy helper — the single choke-point all tenant logic routes through
• ✅ Active-company session context
• ✅ Company switcher in the header (appears only once a 2nd company exists)
• ✅ System → Companies admin page (list / create / rename companies)

Phase 1 — Tickets ✅ core complete

Making the tickets module company-aware.

• ✅ Ticket list scopes to the active company
• ✅ New tickets are stamped with the active company
• ✅ Folder count badges (departments / statuses / analysts / unassigned) scope to the active company
• ✅ Full ticket-layer isolation (Phase 1.5) — every ticket endpoint (detail, thread, attachments, notes, time, audit, CMDB, SLA, CSAT, and every action) is now access-checked, verified by a three-sweep audit. The tickets module is safe for real multi-company use.

Phase 2 — Per-company mailboxes & email routing ✅ core complete

So an MSP can receive each client's email and have it land under the right company.

• ✅ Link mailboxes to companies (pinned = one mailbox per company, shared intake = one inbox sorted by sender) — set in Tickets → Settings → Mailboxes
• ✅ Register each company's email domains — managed in System → Companies
• ✅ Route incoming email to the right company by sender domain (covers both Microsoft & Gmail import)
• ✅ Specific senders — map an individual address to a company (e.g. jane@gmail.com → Acme), matched before the domain, so personal/webmail senders route correctly
• ✅ Triage queue for unmatched / unknown senders — reached from the company switcher, with one-click filing and "route this domain" or "always file this sender" (each sweeps the other queued mail and auto-routes future mail)
• ✅ Public-email (Gmail/Outlook/…) domains are never auto-mapped (different clients share them); the built-in list is customisable (add-only — extend it, can't un-protect a built-in)
• ✅ "How email reaches this company" — a read-only routing summary on each company's editor
• ✅ Email routing test — a dry-run diagnostic: type a sender + mailbox, see where it would land and why
• ⬜ A per-company reply-identity override (replies already go out from the mailbox the ticket arrived on; this is the only outbound piece left) (next up)

Routing rule (first match wins): reply to an existing ticket → inherits its company; otherwise a pinned mailbox → its company (sender ignored); otherwise a shared mailbox → matched by the exact sender address, then the sender domain → that company, or triage if nothing matches. On a single-company install this is invisible — everything lands under the one Default company exactly as before.

Phase 3+ — Roll scoping through the other modules 🚧 started

• 🚧 Per-module Settings: global default + per-company override (the add + hide model). Built: ticket types, ticket origins. Next: categories, departments (with extra wiring), SLAs. Statuses/priorities/teams/mailboxes stay global on purpose — see Settings rationale.
• ✅ Change Management — company-scoped like tickets/problems (list + calendar scope to the active company; new changes stamped with it; every by-id read/write, UI and REST API, isolated by company; a change in one company is a 404 to another). changes.tenant_id, NULL = Default; invisible at N=1.
• ⬜ CMDB, Calendar, Forms, Network Mapper, then Assets (hostname-per-company) + Knowledge (two-axis global/per-company)

Self-service portal 🚧 SSO built; ticket isolation still pending

• ⬜ Global requester identity — one login, tickets across companies, each badged
• ⬜ Portal scoping + the "only your own tickets" guardrails
• ✅ Per-company SSO — requesters sign in via their own company's identity provider, routed by email domain (0 / 1 / 2+ IdPs → local / straight-through / picker); single-company and MSP both supported, invisible at N=1. Uses each provider's own credentials today; the credential-free "MSP multi-tenant app + consent" model is designed but not built. See Single Sign-On.

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Cross-cutting / housekeeping

• ✅ README — an "in development" multi-tenancy section is now in the project README
• ✅ Admin visibility tools — System → Topology (a company-rooted tree of mailboxes, domains, providers, analysts, ticket/requester counts across every company) and System → Orphaned tickets (find + rehome tickets stuck in a deleted department, which are hidden from every team queue). See System.
• ⬜ Isolation beyond the tickets module — other modules that read tickets (self-service portal, CMDB→tickets, Tasks↔tickets, Watchtower, the SLA cron, the workflow engine, templated/CSAT email) are not yet company-scoped; only matters at N>1, fix as each module gets its Phase-3 scoping. See Data isolation.
• ⬜ Companies: delete / archive management (today you can only deactivate)
• ⬜ Automated isolation tests (guarding against one company seeing another's data)
• ⬜ Tidy-up: remove the api/tickets/debug_get_attachment.php diagnostic (discloses server paths)

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This page is maintained by hand as work lands — see the GitHub roadmap issue (#24) for live discussion.