This documentation supports the 19.11 version of Remedy Action Request System, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

Reporting on Remedy application activity

Remedy AR System enables you to create various types of reports based on the data collected from different forms. Reports help you summarize the performance of your system by viewing various aspects like sales performance, Mean time to repair (MTTR) for a particular duration.

Example: Monthly ticketing activity report

Mary Mann, the Calbro Services manager, needs to review the number of tickets closed by her team members  every month. She schedules a report on the first Monday of the month. The report gives an overview of the number of incoming tickets in a month, the average number of tickets resolved by every team member and an average number of hours required to resolve a ticket. 

Report creation options

Remedy AR System offers the following reporting options. You can select one or many reporting options based on your requirements:

Report creation optionDescription
Remedy Smart Reporting

BMC Remedy Smart Reporting is an easy-to-use report writer for non-technical users, delivering drag-and-drop simplicity for formatting and data selection. It is designed to reuse components, such as Source Connections and Views, as much as possible. This model creates a hierarchy of objects within BMC Remedy Smart Reporting.

Using BMC Remedy Smart Reporting, a Report Writer can create many different types of reports. These vary from basic tabular reports, charts, and KPIs, to advanced geographical maps and reports that can combine results from multiple sources.

For more information, see Getting started with BMC Remedy Smart Reporting

AR System Reports

You can use AR System reports to generate output in several standard formats, including XML, .arx, and comma-separated value (.csv). AR System reports are typically used to export data in the specified format for use in another application, for importing data into another BMC Remedy AR System server, and to generate statistics based on the report data.

AR System reports are designed on the ReportCreator form where Field field on the Fields tab uses a dataDictionaryMenuTyp menu named ReportCreator:FieldLabelIDList.

By design, A data dictionary menu pulls labels and values from field or form objects in the AR System data dictionary. As a result you see all fields from HPD:Help Desk form available reporting when Report Type is AR System.

 For more information, see Defining custom AR System Reports.

Web Reports

The Web report type provides browser users the ability to create nicely formatted reports. Results can be returned in the form of a list, many styles of charts, or a list and chart together. Web reports can contain links that allow you to drill down from the report to open BMC Remedy AR System records and view the data upon which the report is based. Web reports can be saved in several standard formats, including Adobe PDF and Postscript, and Microsoft Word, Excel, and PowerPoint formats.
Web reports are suitable to use in presentations, documents, email, and printing, and can transfer data directly to spreadsheet format. Also, because each row in the report output contains a link to the underlying data in the form, you can use Web reports to work interactively with BMC Remedy AR System data.

For Web report, The available fields come from the standard view of the form or from the view defined as the Master View for the locale. If the fields that appear do not match the fields you see on the form, there might be a Web - Alternate view defined. Fields in a Web - Alternate view do not appear in the Available Fields list.

For more information, see Defining custom web reports

Related topics

Creating reports from the AR System Report Console

Defining custom AR System Reports

Defining custom web reports

Generating a report based on the search results


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