This documentation supports the 18.05 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Creating a custom KPI report

BMC Remedy Smart Reporting allows you to create Incident Management and Change Management KPI reports.This section describes how you can create a sample Change Resolution trend report based on the support group.

The following video describes the process for creating a custom KPI report.

To create a new KPI report

  1. Choose Create > Report.
  2. Select the required KPI from the list.
    On the Create Report page, on the Data phase, the available fields displayed differ from what would be displayed for a regular report. 


     Currently BMC Remedy Smart Reporting provides History and Summary KPI reports for Change and Incidents.

  3. From the KPI History or Summary fields, drag the fields you want to create the KPI for to the columns field. For example, let's create a report of the change resolution trends for each support group for a given period of time. Select the following fields from Change KPI-History:

    • Total Changes
    • Resolved Changes
  4. Select the Grouping Dimension History or Summary fields to add to your KPI report.
    For our example, from Secondary Group for Change History KPI report, select the Secondary Group field, which is defined as the Support Group. For a History KPI report, add the Sample Date and KPI Name to the filters list.


    If you add a group field to the filters, that contains an enumerated type (ENUM) field value, for example, priority, you must:

    a. Add the corresponding Field ID to the filter list.

    b. In the Advance Settings for the filters, manually add the ENUM field name to the Field ID using the Select Custom Value option. The Group and Field IDs are mapped as follows:

     Group Field ID
    Primary GroupField ID 2
    Secondary GroupField ID 3
    Tertiary GroupField ID 4
    Quaternary GroupField ID 5
    Quinary GroupField ID 6
  5. Click Advanced Settings.

  6. On the Configure Filters page:
    1. For KPI Name select the In List and on the Select Filter Value dialog, select the KPI Name In List option, and add the form names for the selected aggregate fields.
    2. For Sample Date, select Sample Date Greater than or equal to and on the Select Filter Value dialog select Current date - 2 Days.
  7. Close the Configure Filters page.

  8. Click the Charts phase to create the chart for the KPI report. For more information about creating charts, see Report Builder - Charts step.
    For example, select Overlay chart from the Chart Type options.

  9. Add Dimensions to the horizontal axis, and Metrics fields to the vertical axis.
    For example, add Secondary Group, that is, Support Group to the horizontal axis, and Total Changes and Resolved Changes to the vertical axis.

  10. Click the Output phase to view a sample of your change request trend KPI. You have the option to change the duration at the top of the chart.

  11. Click Report > Save.
  12. Enter a name for the KPI report, a short description, and select the category from the drop down list. Additionally, define the access rights for the report.
    For more information about saving the report, see Report save.

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