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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

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

Onboarding users and importing content in Remedy Smart Reporting

For latest version of this topic, go to the  Remedy Smart Reporting documentation .

After installing Remedy Smart Reporting, you must onboard Remedy AR System users and out-of-the-box reporting content into Remedy Smart Reporting. After onboarding users, you must import data for the installed applications to view the associated reports in Remedy Smart Reporting.

  • User onboarding process—Onboards users from Remedy Action Request System (Remedy AR System) to Remedy Smart Reporting. You must be a Remedy AR System administrator to perform the onboarding process.
  • Content import process—Imports out-of-the-box reporting content from Remedy AR System to Remedy Smart Reporting. This process imports fresh and upgraded content for the installed Remedy applications. You must be a Remedy AR System administrator, a Smart Reporting Admin user, or a Struct Admin with Smart Reporting Admin permissions to import the content.
    Additionally, a Remedy Smart Reporting administrator can share any common content, including the out-of-the-box content, to multiple tenants at the same time at scheduled intervals. For more information, see Synchronization of common content across multiple tenants.

This section provides information about the end-to-end process for onboarding users and importing content. This topic provides the following information:

Scenarios and options for user onboarding

Multiple onboarding options are available. Based on your Remedy IT Service Management (Remedy ITSM) deployment — Single company or Multicompany, — and Remedy Smart Reporting deployment option — Single Remedy Smart Reporting server shared by multiple Remedy AR System server, select the appropriate onboarding process.

Note

The content import process is the same irrespective of the environment or deployment. Run the content import process after completing the onboarding process, to import out-of-the-box reporting content for a single-company environment and Remedy ITSM multi-company environment.

In Remedy Smart Reporting, a customer manages organization that maintains the Remedy AR System instance. In a single-company environment, the customer and the company are typically the same. When Remedy ITSM is implemented in a multicompany environment (when Remedy ITSM is set up with multiple companies in a shared Remedy AR System environment), a customer is the managing organization. For example, a Managed Service Provider that manages the Remedy AR System instance for several companies.

A Remedy Smart Reporting customer onboards users and imports content in Remedy Smart Reporting.

The following table lists deployment scenarios and the corresponding user onboarding options:

Deployment scenarioEnvironment setupUser onboarding optionWhere to run the onboarding process

Single company defined in Remedy ITSM

  • Single Remedy AR System server, or multiple Remedy AR System servers sharing a single Remedy Smart Reporting server
  • Single-company user onboarding
  • All users onboarding
Each Remedy AR System server that uses Remedy Smart Reporting
Remedy ITSM multicompany environment (set up with multiple companies in a shared Remedy AR System environment)
  • Single Remedy AR System server with a single Remedy Smart Reporting server
  • Multicompany user onboarding

The following onboarding options are available:

  • One company at a time
  • Multiple companies in bulk

The Remedy AR System server to onboard users of each company is defined in the Remedy ITSM multicompany environment of the Remedy AR System server.

Notes

  • The onboarding scenarios are independent of the Remedy Mid Tier multitenancy implementation. For information about mid tier multitenancy, see BMC Remedy Mid Tier as a shared service in the Remedy ITSM Deployment online documentation.
  • For multicompany user onboarding, you can onboard a maximum of 198 companies from the Remedy ITSM multicompany environment.

How data security is managed in a multi-tenancy environment

The data security defined in Remedy Action Request System (Remedy AR System) is applied for all reporting users. The reporting users can view all data to which they have access in Remedy AR System when using Remedy Smart Reporting.

When Remedy ITSM is implemented in a multicompany environment (set up with multiple companies in a shared Remedy AR System environment), data security settings are the same as defined for the Remedy AR System server. Access is restricted to the reports and dashboards of the company to which a Reporting user belongs. Reporting users can view reports and dashboards for their company.

Additionally, when using collaboration options such as comments, annotations, discussions, and notifications, other users who belong to the same company are displayed.

End-to-end tasks for onboarding users and importing report content for Remedy Smart Reporting

StepTaskAdditional informationReference
1

(Optional) Configure the onboarding and content import links for secured login

If secured login (https) is enabled on the Apache Tomcat server for Remedy Smart Reporting, you must perform some additional configurations for the user onboarding, content import URL, and the Remedy Smart Reporting Admin Console URL to work properly.

If you do not use secured login, you can directly run the user onboarding process.

Note: If you configured the URL for secured login in a previous version of Remedy Smart Reporting and then upgraded Remedy Smart Reporting, the configuration settings are lost during the upgrade. You must reconfigure the URL for secured login after the upgrade is complete.

Configure the onboarding and content import links for secured login
2
Onboard users in BMC Remedy Smart Reporting

The user onboarding process onboards users from Remedy Action Request System (Remedy AR System) to Remedy Smart Reporting. Based on the deployment option you select, you can onboard users for a single company in your Remedy IT Service Management (ITSM) environment or for multiple companies in your Remedy ITSM multicompany environment.

Note: Complete the user onboarding process for all companies before you run the content import process.

Onboard users in BMC Remedy Smart Reporting
3Import out-of-the-box content in BMC Remedy Smart Reporting

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

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

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

Import out-of-the-box content in BMC Remedy Smart Reporting
4Configuring BMC Remedy Mid Tier to access BMC Remedy Smart Reporting

After you complete the user onboarding and content import processes, you must manually update the Remedy Mid Tier configuration to add the Remedy Smart Reporting server details.

If you do not complete this configuration, an error is displayed when you try to access the Remedy Smart Reporting console from the Remedy Mid Tier.

Configuring BMC Remedy Mid Tier to access BMC Remedy Smart Reporting
5Verify successful user onboarding and content importAfter you complete the user onboarding and content import processes, verify that all users have been successfully onboarded and content has been imported. Perform this procedure for both single-company and multicompany environments.Verify successful user onboarding and content import

Note

This version of Remedy Smart Reporting does not support onboarding of multiple customers for the same Remedy AR System server. If you have already onboarded a customer, offboard or delete the existing customer and manually update the entry in the SmartReportingServer_Info form before onboarding another customer from the same AR System server.

For multicompany user onboarding, you must perform the same procedure if you want to again onboard a company that you deleted earlier.

For more information on offboarding a customer company, see Offboarding users and clearing the database in BMC Remedy Smart Reporting.

Videos on user onboarding and content import

Click on each tab in the following click-through graphic to view graphics and videos about user onboarding and content import in Remedy Smart Reporting.

Tip

To view the video in full-screen mode, watch it on www.youtube.com by clicking the YouTube icon from the player controls, located at the bottom of the video player.

The following table provides details about the videos:

Video NameDescriptionYouTube URL
Onboarding process enhancements in version 9.1This video (01:44) describes the enhancements in the onboarding process of Remedy Smart Reporting. In this release, user onboarding and content import run as separate steps. Content import imports fresh and upgraded content for applications. In user onboarding, a user creation filter criteria imports selected. https://youtu.be/o8XG7IqFXqk
End-to-end steps for user onboarding and content importThis video (06:38) describes the end-to-end steps to perform user onboarding and content import in Remedy Smart Reporting 9.1 It also talks about some additional steps you need to perform under specific scenarios. https://youtu.be/N_bFRqoM-js
User onboardingThis video (04:51) describes how user onboarding works in different Remedy IT Service Management deployment environments. It also provides details about how the new user onboarding features introduced in version 9.1 such as, separate user onboarding and content import steps, user creation filter criteria and bulk onboarding in a multicompany environment, work. https://youtu.be/rvPFC0Bcysk
Content importThis video (2:50) describes how the separate content import process in Remedy Smart Reporting imports fresh and upgraded content for all installed Remedy applications.

https://youtu.be/grBvw9RdFuw


Where to go from here

Related topics

How multicompany user onboarding works

Client organizations

BMC Remedy Smart Reporting user roles

Troubleshooting Onboarding and Import content

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