FAQs and additional resources 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
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.
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.
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.
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.
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 administrator must 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:
- from the BMC Remedy ITSM Deployment 9.0 online documentation.
- Onboarding BMC Remedy Smart Reporting.
BMC Remedy Smart Reporting customization
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.
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.
Yes. You can export a report to XML format, along with other formats such as CSV, Excel, PDF, and so on. Integrations such as web service and HTML embedding are supported.
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.
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.
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.
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
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 KPI report.
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.
BMC Remedy Smart Reporting is a self-service tool. Customers can configure the reporting themselves.
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.
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.
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.
Historical or aggregated data, for example Mean Time To Resolve (MTTR), is available as 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.
Yes. Relationships are available in the out-of-the-box views (semantic layer) for BMC Remedy ITSM applications.
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.
No. You cannot limit report scheduling to a specific time frame.
BMC Remedy Smart Reporting licensing
Separate licensing is not required for BMC Remedy Smart Reporting. You have access to BMC Remedy Smart Reporting with a BMC Remedy ITSM license.
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.
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.
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.
Convergence of Reporting Technologies (BIRT, D&A, Smart IT)
Cross-launching to Smart IT requires configuration. For detailed steps, see Updating cross launch settings
BMC Analytics for BSM is a data warehouse solution that brings data from Remedy ITSM, TrueSight, and Cloud Lifecycle Management solutions. BMC Remedy Smart Reporting will not be a replacement for this data warehouse capability, because the solution is focused specifically around self-service and in-app ITSM reporting for Remedy. However, for those customers who use BMC Analytics for BSM exclusively for reporting about the Remedy ITSM data, BMC Remedy Smart Reporting can likely be a replacement.
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.
BMC Remedy Smart Reporting compatibility, localization, and training
Yes. All supported BMC Remedy ITSM languages, except Russian and Korean, are available with 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.
BMC Remedy Smart Reporting is a new capability that is currently aligned with BMC Remedy ITSM 9.0 or higher.
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).
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.