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

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Frequently asked questions for BMC Remedy Smart Reporting

This topic provides answers to frequently asked questions about BMC Remedy Smart Reporting. The following sections are included:


For information about about BMC's strategy to support BMC Remedy Smart Reporting and the existing reporting options such as Dashboard and Analytics, see Product announcements for BMC Remedy Smart Reporting.

Installation and deployment

 Can I configure BMC Remedy Smart Reporting to access data from a nonproduction database?

Yes. BMC Remedy Smart Reporting provides flexible deployment options. You can achieve different levels of isolation for reporting, to account for varying workloads.

In the simplest deployment, the reporting server shares the infrastructure with BMC Remedy Mid Tier.

In more advanced deployments, you can configure BMC Remedy Smart Reporting on a separate reporting server or a reporting cluster. This deployment model separates any reporting workload from BMC Remedy Mid Tier, although they still have the BMC Remedy Action Request System (AR System) server and database in common.

 How can I promote a report from one environment to another?

The reporting administrator can export and then import reports, and other definitions by using an XML based import-export feature available in BMC Remedy Smart Reporting.

 Does the AR System JDBC driver connect only to the AR System server, or does it also connect directly to the BMC Remedy AR System database?

The BMC Remedy AR System JDBC driver connects only to the AR System server. Internally, the BMC Remedy Action Request (AR) System APIs connect to the BMC Remedy AR System database.

 What is the technology behind the reporting server?

The reporting server uses Apache Tomcat as the default web server. The metadata-like report configuration for BMC Remedy Smart Reporting is added to separate tables in a database that can be shared with BMC Remedy AR System.

 What will work out of the box? Is any post-installation configuration required, or will the standard reports work after installation without additional configuration?

Installing both BMC Remedy AR System and BMC Remedy IT Service Management (ITSM) components will also install BMC Remedy Smart Reporting capabilities. After completing the installations, the administratormust run a BMC Remedy Smart Reporting onboarding utility that imports the report definitions. After the onboarding is complete, no additional configuration is required and all the out-of-the-box content is available. For more information, see the following resources:

  • Installing BMC Remedy Smart Reporting from the BMC Remedy ITSM Deployment 9.0 online documentation.
  • Onboarding users and importing content in BMC Remedy Smart Reporting.

BMC Remedy Smart Reporting customizations

 Can I use BMC Remedy Smart Reporting for reporting on custom forms within BMC Remedy ITSM application?

BMC Remedy Smart Reporting is available for both BMC Remedy ITSM and custom forms within it. Content related to BMC Remedy ITSM, including reports, dashboards, and views is provided out of the box. To use custom forms, you must add them to the semantic view of BMC Remedy Smart Reporting.

 We do not have BMC Remedy ITSM license, but we use the Remedy Service Innovation License for the platform, to create custom applications. Can I use the new BMC Remedy Smart Reporting capabilities for the reporting needs of the custom application?

BMC Remedy Smart Reporting is available to anyone who is a licensed BMC Remedy ITSM user. It has been designed, tested, and configured to work specifically with the BMC Remedy ITSM solution. Unfortunately, currently you need to continue to use existing the BMC Remedy AR System reporting options for custom applications, for example, the BMC Remedy AR System Report Console.

 Can I export the report data in XML format so that it can be consumed by a third-party integration?

No. Smart Reporting does not support exporting the report data into a XML format. Smart Reporting only exports report definition into a XML format, which may not be compatible with other tools. When you export the reports to other formats, such as  CSV, Excel, PDF etc., they contain the report data and not the report definition.

 What about reporting with joins of custom forms if I need information from two forms?

You can extend out-of-the-box joins, which are already defined based on the semantic layer. For custom forms, you must know the join fields and define them as part of the view definition.

 Are all fields on a BMC Remedy AR System form available, or are there any limitations similar to available fields for web reports?

All fields, except view-only fields and vendor forms are available for reporting; out-of-the-box views contain only the most widely used fields. You can easily extend the out-of-the-box views to include additional fields; however, you should always create a copy of the out-of-the-box view and then modify the copy.

 In the report designer, are custom fields automatically available in the list of selectable fields?

No. The administrator must first publish the custom fields as a part of the semantic view through quick configuration steps using the drag-and-drop interface.

 In version 8.x, date was an interger and reporting used the date function to format dates. Are the dates already formatted or does BMC Remedy Smart Reporting provide a formatting option?

Dates are preformatted in BMC Remedy Smart Reporting; you can also choose different date formats. 

BMC Remedy Smart Reporting charts, report designer, and self service

 Does BMC Remedy Smart Reporting have control charts?

No, but you can create line charts with upper and lower controls and targets by selecting the KPI option from the Report Design screen. See Creating a custom KPI report. 

 Can I customize the tabs on the dashboard for different types of departments using Remedy?

Yes. Any dashboard is completely configurable.
You can arrange the tabs on a dashboard according to the content available out of the box, such as IT Infrastructure Library (ITIL) processes like Change Management, Incident Management, Knowledge Management, and so on.
You can also configure the tabs for different departments. If you want to set up different dashboard tabs per department with the same underlying report definitions, you can also leverage the dashboard page filters. These filters ensure that although the dashboard pages are similar, the data displayed on each dashboard tab is specific to each department.

 For Remedy OnDemand, can the customers configure the reporting themselves, is a service request required?

BMC Remedy Smart Reporting is a self-service tool. Customers can configure the reporting themselves.

 Is there global configuration for reports? Can someone from a specific team define reports for users?

Specific roles govern access rights in BMC Remedy Smart Reporting. Users with a role to create new reports can define new reports for report consumers. See,  BMC Remedy Smart Reporting user roles.

 Is it possible to edit out-of-the-box reports and remove some reports?

Yes. With appropriate permissions in BMC Remedy Smart Reporting, users can remove or modify a report, or copy an existing report and modify their own copy. However, BMC recommends that you do not modify or remove an out-of-the-box report.

 Can I create a template for report formatting settings and reuse it for other reports?

Administrators can set server-level format settings which that apply to all reports by default. Currently, the concept of a template for report formatting is not available.

 What about historical or aggregated data?

Historical or aggregated data, for example Mean Time To Resolve (MTTR), is available as Out-of-the-box KPI reports. KPI reports leverage the flashboard functionality in the server (not the visualization) to capture and store historical information for key performance indicators (KPIs). With version 9.0, Incident Management and Change Management KPIs are available out of the box, and more KPIs for other areas will be added over time.

 Can I create reports based on relationships, for example, CIs related to incidents, changes related to incidents, tasks related to changes, and so on?

Yes. Relationships are available in the out-of-the-box views (semantic layer) for BMC Remedy ITSM applications.

 Can you see reports in the Report Console and schedule them?

Yes. Reports are available in the BMC Remedy Smart Reporting interface. You can schedule reports using different broadcast options, and you can send the reports via email. You can also subscribe to reports that are made available in the BMC Remedy Smart Reporting timelines.

 Can I schedule a report to be emailed when a report threshold is crossed?

BMC Remedy Smart Reporting is not an active monitoring system like BMC ProactiveNet Performance Management. However, it supports a few business cases for exception reporting.
For example, you can configure conditional report delivery to send an email when more than ten critical incidents are assigned to any of your team members. Based on the frequency you define, the report will run every few minutes or hours, but will send an email only when more than ten critical incidents occur as defined in the qualification.

 Can I limit report scheduling to certain times?

No. You cannot limit report scheduling to a specific time frame.

 Are there any set of best practices that BMC recommends for report creation?

Yes, webinars dedicated for report creation are available. For more information, see Remedy Smart Reporting - Best Practice Resources.

BMC Remedy Smart Reporting licensing

 Will BMC Remedy Smart Reporting data integrate with BMC ProactiveNet Performance Management reporting?
BMC Remedy Smart Reporting is focused on providing an in-application reporting solution for BMC Remedy ITSM use cases. Currently there are no plans to integrate it with BMC ProactiveNet Performance Management, Data Center Automation, or Cloud Lifecycle Management.
 BMC Remedy Smart Reporting is provided as an application; do I have to license this application?

Separate licensing is not required for BMC Remedy Smart Reporting. You have access to BMC Remedy Smart Reporting with a BMC Remedy ITSM license.

 I believe that BMC Smart Reporting is part of BMC Remedy AR System functionality. Can I use BMC Remedy Smart Reporting even without BMC Remedy ITSM?

BMC Remedy Smart Reporting is licensed for BMC Remedy Remedy ITSM customers. Options for other customers who use BMC Remedy AR System without BMC Remedy ITSM applications are being discussed.

 Can I integrate BMC Remedy Smart Reporting with other data sources, or must I integrate it only with BMC Remedy AR System data?

BMC Remedy Smart Reporting license terms allow BMC Remedy ITSM customers to generate reports with the BMC Remedy AR System database (forms). You cannot integrate BMC Remedy Smart Reporting directly with external data sources such as Microsoft Excel, CSV, or XML files; or with any other databases.
However, you can integrate BMC Remedy AR System with external data sources to make the data available in BMC Remedy AR System forms, which can then be used for BMC Remedy Smart Reporting.

 I see a License Expiration Date on the Administration Console of BMC Remedy Smart Reporting. Will our access to BMC Remedy Smart Reporting discontinue after that expiration date?

You are entitled to use BMC Remedy Smart Reporting with a valid BMC Remedy ITSM license. So, you will continue to use BMC Remedy Smart Reporting until the BMC Remedy ITSM license is valid. Also, BMC will provide new version of the license key for BMC Remedy Smart Reporting from time to time in future releases, which will extend the term of BMC Remedy Smart Reporting.

 Does Remedy Smart Reporting alert me when the license is about to expire?

No. However, you can configure alerts from the License Management panel of the Admin Console. For more information, see How to apply license expire notifications.

Convergence of Reporting Technologies (BIRT, D&A, Smart IT)

 When I cross-launch incidents from a report, why isn’t Smart IT opened instead of BMC Remedy Mid Tier?

Cross-launching to Smart IT requires configuration. For detailed steps, see Updating cross launch settings

 Will Remedy Smart Reporting replace BMC Analytics for BSM product (based on SAP Business Objects)?

BMC Analytics for BSM is now obsolete and out of support. Remedy Smart Reporting is the replacement for this tool. For more information, see End Of Life Support For BMC Analytics.

 I have multiple reports created for ITSM using different technologies such as Web reporting (BIRT) and Analytics report (BOXI). Can I easily convert these reports to the BMC Remedy Smart Reporting format?

No. Any utility to convert BIRT and SAP Business Objects reports to BMC Remedy Smart Reporting format is currently not available. However, BMC is working on converting some of the current out-of-the-box BIRT and SAP Business Objects reports in BMC Remedy Smart Reporting format, and making the reports available on BMC Communities, which customers can easily import to BMC Remedy Smart Reporting. More details will be announced on BMC Communities. 

  Can I access BMC Remedy Smart Reporting from the Smart IT interface?
Yes. You can access BMC Remedy Smart Reporting from Smart IT 1.2 or higher.

BMC Remedy Smart Reporting compatibility, localization, and training

 Will BMC Remedy Smart Reporting will be localized into multiple languages?

Yes. All supported BMC Remedy ITSM languages, except Russian and Korean, are available with BMC Remedy Smart Reporting.

 What training options are available for BMC Remedy Smart Reporting?

The BMC documentation site, , includes short videos about various BMC Remedy Smart Reporting topics such as creating new reports and dashboards. BMC Education and BMC documentation will help all customers to learn about BMC Remedy Smart Reporting.

 Does BMC Remedy Smart Reporting 9.0 work with existing versions of BMC Remedy ITSM?

BMC Remedy Smart Reporting is a new capability that is currently aligned with BMC Remedy ITSM 9.0 or higher.

 Is BMC Remedy Smart Reporting compatible with different browsers such as Google Chrome, Mozilla Firefox, and so on?

Yes. BMC Remedy Smart Reporting has the same browser compatibility as the corresponding BMC Remedy ITSM version, which supports Google Chrome, Microsoft Internet Explorer, Mozilla Firefox, and Apple Safari (for Macintosh computers).

 If Remedy OnDemand customers (non-Remedy Administrators) are building reports, is there any training provided for customers, or would we expect reports to be built during BMC Remedy Smart Reporting onboarding?

Out-of-the-box reports and dashboard are available to all the users, including the BMC Remedy OnDemand customers. Further, customers can build their own reports and dashboards from the web-based report designer, without requiring BMC Remedy administrator rights. BMC Education and BMC documentation will help all customers to learn about BMC Remedy Smart Reporting.

 Which Yellowfin builds and versions does Remedy Smart Reporting support?

Remedy Smart Reporting supports the following Yellowfin builds and versions.

Smart Reporting versions

Yellowfin builds

Yellowfin version

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