This documentation supports the 20.02 version of Remedy Deployment.
To view an earlier version, select the version from the Product version menu.

Performing the BMC Remedy Smart Reporting upgrade

Upgrade BMC Remedy Smart Reporting after upgrading the Mid Tier and the AR System Server. 

BMC updates the out-of-the-box views with every release. Existing out-of-the-box views will be overwritten. For more information and other best practices, see Best practices for Remedy Smart Reporting Open link

In this topic

Before you begin

To upgrade BMC Remedy Smart Reporting


  • If you are upgrading Remedy Smart Reporting from a version prior to 9.1.03, you must first upgrade Remedy Smart Reporting to version 9.1.03 and then upgrade to the latest version.
  • To avoid configuration problems, accept the default values displayed in the installer unless you have a valid reason to modify them.
  1. If you have not already done so, download the BMC Remedy AR System installer from EPD, or navigate to the installation directory on the DVD.

  2. Unzip the suite installer (for example, or

  3. Navigate to the Disk 1 folder.

  4. Start the installer; then, in the lower right corner of the Welcome panel, click Next.

  5. Run the setup:
    • (Windows) Run setup.exe.
    • (UNIX) Run setup.bin.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.

  7. On the Products selection panel, perform the following actions: 

    1. Select the Upgrade option.
    2. Select BMC Remedy Smart Reporting.
    3. Click Next.
      The installer validates your system resources.
  8. Enter the correct JRE path, and then click Next.
    For more information, see the installation spreadsheet.
  9. If you have upgraded the Tomcat, on the Tomcat Deployment Directory Information panel, specify the path of the new Tomcat directory. For Windows, wait for the Tomcat Service Name to get populated automatically, and click Next.


    If the Tomcat Service Name is not automatically detected, ensure that the Tomcat service is created and running. Tomcat must be registered as a service for the installer to detect it.

    For more information about installing the Tomcat services, see Open link  in the Apache Tomcat documentation.

  10. After you have entered the required information, the installer validates your input, and then the Installation preview panel appears, listing the product and product features that will be upgraded.

  11. Click Next.
  12. Click View Log to review the installer log for any errors or warnings. The install logs are available at the following location: 
    • (WindowsC:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt 
    • (UNIX) <install_directory>\SmartReporting\smartreporting-<yy/mm/dd>.log
  13. To exit the AR System installer, click Done.

(Optional) To upgrade BMC Remedy Smart Reporting in silent mode

  1. Create an options.txt file using the following parameters:

    Configuring Smart Reporting options for installation in silent mode
    -A featureARReporting
    # Reporting Installation Directory
    # Windows - %ProgramFiles%\\BMC Software\\ARReport
    # UNIX - /opt/bmc/ARReport
    -P installLocation=<Installation Directory>
    # Windows - %ProgramFiles%\\BMC Software\\ARReport
  2. Run the installer with the -i silent option:
    • (Windows) setup.exe -i silent -DOPTIONS_FILE=c:\path\to\options.txt 
    • (UNIX) ./setup.bin -i silent -DOPTIONS_FILE=/path/to/options.txt

Example options.txt file for BMC Remedy Smart Reporting

The following example shows an options.txt file that is used to run the installer in silent mode:

-A featureARReporting
-P installLocation=/opt/bmc/ARReport
# Choose to Install or Upgrade
-J BMC_JAVA_JRE_64_BIT_HOME_PATH=/data/jdk1.8.0_144/jre/
# Below parameter Not applicable if REPORTING_USE_EXISTING_TOMCAT_OPTION=TRUE
# Below option is only applicable, if REPORTING_DB_TYPE=SQL_SERVER
# Below option is only applicable, if REPORTING_DB_TYPE=SQL_SERVER
# -J REPORTING_DB_NAME=smartrepo
# Below option is only applicable, if REPORTING_DB_TYPE=SQL_SERVER
# Below option is only applicable, if REPORTING_DB_TYPE=SQL_SERVER
# Below option is only applicable, if REPORTING_DB_TYPE=SQL_SERVER
# Below option is only applicable, if REPORTING_DB_TYPE=SQL_SERVER
# Below option is only applicable, if REPORTING_DB_AUTH_TYPE=WIN_AUTH
# Below option is only applicable, if REPORTING_DB_TYPE=SQL_SERVER
# Below option is only applicable, if REPORTING_DB_TYPE=ORACLE
# Memory parameters for reporting server, Not applicable if REPORTING_USE_EXISTING_TOMCAT_OPTION=TRUE
# Below option is only applicable, if REPORTING_USE_EXISTING_TOMCAT_OPTION=TRUE
# keep the value for SMART_REPORTING_ADMIN_USER siadmin

After you upgrade BMC Remedy Smart Reporting

After you upgrade, check whether a patch or fix has been released in Release notes and notices. When you upgrade the product, you must install the latest service pack and then apply the latest patch (if available). Patches are not full installations and must be applied over the latest full installation (main release or a service pack).

Updating customer settings

Perform the following steps for all client organizations or customers:


  1. Log in as a reporting administrator.
  2. Go to Administration > Admin Console > Data sources > AR System.
  3. On the Connection Details screen, change the Custom Parameters field to:

    update refreshCache=10 to refreshCache=10;DateFormat=MM/dd/yyyy;DateTimeFormat=MM/dd/yyyy hh:mm:ss a;

Troubleshooting the BMC Remedy Smart Reporting upgrade

Consult the following topics for information about issues you might encounter during the upgrade:

Where to go from here

Next task

If you are upgrading other AR System components, return to Upgrading BMC Remedy AR System.

Up to process

If you are finished upgrading the platform, return to the appropriate upgrade process:

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  1. Shreya Patel

    Can we do a staged upgrade to 20.02 of Smart reporting by cloning the database from 9104 version?

    Nov 26, 2020 01:08
    1. Himanshu Raul

      Hi Shreya,

      Thank you for your comment.  We need more information from you to effectively respond to your question. The Customer Support team can help you with this issue. Please contact BMC Support Open link .



      Dec 08, 2020 02:58
  2. Pratik Kumbhare

    Smart Reporting upgrade option not available on ARSuiteKit20.02. can you please guide me how to upgrade smartReporting 18.08 to 20.02

    May 25, 2023 08:00
    1. Himanshu Raul

      Hi Pratik,

      Starting April 28, 2022, BMC will no longer distribute Smart Reporting (including hotfixes or patches) as a part of Remedy ITSM and BMC Helix ITSM, nor provide support for Smart Reporting when used with ITSM, unless there is a special agreement between BMC and your company to extend support beyond April 28, 2022.

      For more information about upgrading Smart Reporting, please contact Customer Support.



      Jun 05, 2023 04:53