This documentation supports the 21.3 version of Action Request System.

To view an earlier version, select the version from the Product version menu.

Reporting on Remedy application activity

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 and mean time to repair (MTTR) for a particular duration. For example, Mary Mann, the Calbro Services manager, needs to review the number of tickets that her team members close each 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. 

AR System  offers the following reporting options:

Report creation optionDescription
BMC Helix Dashboards

Use BMC Helix Dashboards to visually represent data from Remedy and Innovation Suite applications.

BMC Helix Dashboards is a SaaS service on the BMC Helix Portal that provides the ability to create interactive dashboards for the applications in your environment. For more information about BMC Helix Dashboards, see Product overview Open link in BMC Helix Dashboard documentation.

To access BMC Helix Dashboards, you need to acquire an appropriate license to access BMC Helix Portal. BMC Helix Portal offers role-based access control. For more information about role-based access control see   Setting up role-based access control Open link   in BMC Helix Portal documentation.

BMC Helix ITSM: Smart Reporting

BMC Helix ITSM: 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 Helix ITSM: Smart Reporting .

Using BMC Helix ITSM: 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 Open link .

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 AR System server , and to generate statistics based on the report data.

AR System reports are designed on the ReportCreator form where the Field field on the Fields tab uses a dataDictionaryMenuType 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 users the ability to create 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 AR System records and view the data upon which the report is based. Web reports can be saved to several standard formats, including Adobe PDF and Postscript and Microsoft Word, Excel, and PowerPoint formats.
Web reports are suitable for presentations, documents, email, and printing, and they can transfer data directly to spreadsheet format. Also, because each row in the report output contains a link to the form's underlying data, you can use Web reports to work interactively with AR System data.

For Web reports, 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 Creating and managing custom web reports.

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  1. Laura Munoz

    The "Product overview" link is broken and doesn't work.

    Apr 18, 2023 02:41