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.

Importing out-of-the-box content in BMC Remedy Smart Reporting

The content import process imports out-of-the-box reporting content from the BMC Remedy Action Request System server (AR System server) to BMC Remedy Smart Reporting. This process imports fresh and upgrade content for all the installed BMC Remedy applications in the following deployment scenarios:

  • A single company in a BMC Remedy IT Service Management (BMC Remedy ITSM) environment
  • Multiple companies in a multicompany BMC Remedy ITSM environment

After you have onboarded all users in BMC Remedy Smart Reporting, you must manually run the content import process.

This topic provides the following information:

Overview of content import process

Content is the core of BMC Remedy Smart Reporting, which provides various reporting options for data from the BMC Remedy applications. During the installation of individual applications such as BMC Atrium CMDB or BMC HR Case Management fresh and upgrade content is pushed to a BMC Remedy AR System form during installation. The content import process imports the content for each application from an BMC Remedy AR System form to BMC Remedy Smart Reporting.

If you install or upgrade an application after importing the content for the first time, you can manually trigger the content import process again. The process imports content only for newly installed or upgraded applications, not for applications for which you imported content earlier. For example, suppose you are upgrading BMC Remedy applications from version 9.1.00 to version 18.05.00. In version 9.1.00, you had BMC Atrium CMDB and BMC Remedy ITSM. While upgrading to version 18.05.00, you also installed a new application, BMC HR Case Management. When you run the content import process, it imports fresh content for the BMC HR Case Management application and upgrades the content for BMC Atrium CMDB and BMC Remedy ITSM.

If you upgrade an application and run the content import process, the process overwrites the existing content that was imported during the previous installation. Similarly, if you directly customize out-of-the-box content and run the import process, the process overwrites customized content.

Recommendation

BMC recommends that you do not customize out-of-the-box-content, but create a copy and customize the copy. If you directly customize out-of-the-box content, and you run the content import process, the process overwrites the customized content. The content import process does not overwrite the customized copy, and you must manually reconcile changes to it.

Consider the following examples:

Example for upgraded contentReport_A was imported earlier as fresh content for BMC Remedy ITSM version 9.1.00. Now you have upgraded BMC Remedy ITSM to version 18.05. With the upgrade, Report_A was updated as Report_A_91. When you run the content import process after the upgrade, the process overwrites Report_A with the new Report_A_1805.

Example for customized content

In BMC Remedy Smart Reporting version 9.1.00, you customized an out-of-the-box report, Report_B, and saved a copy as Report_B_Custom. You upgraded BMC Remedy applications to version 18.05 and ran the content import process after the upgrade was complete. In version 9.1.00, out-of-the-box Report_B was updated. After you run the content import process for upgraded content, the process overwrites Report_B from version 9.1.00 with Report_B from version 18.05. The process does not update Report_B_Custom. You must manually reconcile any changes to Report_B_Custom after upgrading.

Before you begin

    • AR Admin group
    • Struct Admin group and Smart Reporting Admin group—You must belong to both these groups to be able to import content.

      Note

      If AR System administrators do not see the Smart Reporting Admin group in BMC Remedy Mid Tier, they must flush the BMC Remedy Mid Tier cache.

      For more information about flushing BMC Remedy Mid Tier cache, see 'Flush Cache' in About Mid Tier caching in the BMC Remedy AR System online documentation.

To import out-of-the-box reporting content

Use the following procedure to import product content:

  1. Log in to the BMC Remedy Smart Reporting Admin Console as the Smart Reporting super admin.
  2. From the Services menu, click Import Content.

    Note: The Import Content link is also displayed on the customer onboarding confirmation screen.
  3. Select the customer for whom you want to import the reporting content, and click Next.
  4. Follow the import content wizard to complete the content import.
    Select the product name and version (current and later versions only) for which you want to import content. Click Add once you select the product and version to add it to the import list. You must do this for each product and version you want to import content for.
  5. Validate your selection and then click Start Import.

    Notes

    • Re-importing data for a version will overwrite the out-of-the-box content. Any data that was modified is lost.
    • If you choose the Select All option from the product list, content of the latest version of all listed products is imported.
    • The time taken for import depends on the number of products you import data for.

After completion, the process displays the content import result. The import content wizard displays the product names for which the import process has passed or failed. For additional information about any failures, refer to the sr.<timeStamp>.log file. You can fix the issues and re-import the content for failed applications.

Where to go from here

Configure BMC Remedy Mid Tier for accessing BMC Remedy Smart Reporting

Related topic

Importing content by using a stand-alone utility

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