This documentation supports the 9.0 version of Remedy IT Service Management Suite.

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

Onboarding BMC Remedy Smart Reporting

The onboarding utility allows you to import BMC Remedy AR System users and out of the box reporting content to the BMC Remedy Smart Reporting server.

Select the appropriate onboarding option based on your BMC Remedy Smart Reporting deployment. Deployment allows for a single or multiple BMC Remedy AR System servers using the BMC Remedy Smart Reporting server. BMC Remedy ITSM can be running in a single company or multi-tenancy environment. 

Note

Prior to Patch 1 for version 9.0 of BMC Remedy ITSM, the onboarding process for multi-tenant implementations of BMC Remedy ITSM (multiple companies defined in BMC Remedy ITSM with restricted data access) had some limitations. In a multi-tenant environment, all users could view the reports and dashboards of all the onboarded companies. However, report data was restricted only to restricted users.

This issue has been fixed in Patch 1 for BMC Remedy ITSM version 9.0.

ScenarioSupportedOnboarding process
  • Single BMC Remedy AR System server
    or multiple
    BMC Remedy AR System servers sharing a single
    BMC Remedy Smart Reporting server
  • Single company defined in BMC Remedy ITSM
Supported

Run onboarding for each BMC Remedy AR System
server that uses BMC Remedy Smart Reporting

  • Single BMC Remedy AR System server 
  • BMC Remedy ITSM implemented in a
    multi-tenant environment (set up with multiple
    companies in a shared BMC Remedy
    AR System environment)
Supported

Run onboarding for each company defined in the
multi-tenant ITSM environment of the BMC Remedy
AR System server using the ITSM multi-company
model for onboarding.

The ITSM multi-company onboarding model
is available from Patch 1 for version 9.0.00.


Click to view a short video on
BMC Remedy Smart Reporting

Click to view a short video on
ITSM multi-company onboarding

Note

Both scenarios are independent of the BMC Remedy Mid-Tier multi-tenancy implementation.

Multi-tenancy and data security in BMC Remedy Smart Reporting

When using BMC Remedy Smart Reporting, data security defined in BMC Remedy AR System is applied for all reporting users. The reporting users can only view the data they have access to in BMC Remedy AR System.

In version 9.0.00, when BMC Remedy ITSM is implemented in a multi-tenant environment (set up with multiple companies in a shared BMC Remedy AR System environment), data security settings are the same as defined for BMC Remedy AR System server.

The onboarding option available for version 9.0.00, does not provide options for restricting access to the reports and dashboards companies that the user is not a part of. Reporting users can view the listing of the reports and dashboards for all companies in BMC Remedy Smart Reporting. However, reporting data displayed is restricted depending on the  BMC Remedy AR System security settings. Additionally, when using collaboration options like comments, annotations, or discussions, and notifications, all users in the system are displayed irrespective to the company they belong to.

These issues were fixed in BMC Remedy ITSM Patch 1 for version 9.0.00. Starting with Patch 1, users can only view reports and dashboards for companies that they are a part of. For collaboration options, only users that belong to the company users belong to are displayed.

Note

If you want to delete an existing customer and onboard another one for a BMC Remedy AR System server, see Deleting an existing customer for an BMC Remedy AR System server.

The onboarding process includes the following procedures:

Applying the hotfix when using SQL server windows authentication

Notes

You must apply this hotfix before you start the onboarding process if you choose to use SQL server authentication during the installation of BMC Remedy Smart Reporting.

This procedure is applicable only for version 9.0.00. This issue has been fixed in Patch 1 for version 9.0.00.

  1. Stop the BMC Remedy Smart Reporting Server.
  2. Delete the sqljdbc-4.0.jar  file located at: ReportingInstallDir\SmartReporting\appserver\webapps\onboarding\WEB-INF\lib.
  3. Copy the sqljdbc-4-3.0.jar file provided in the hotfix to ReportingInstallDir\SmartReporting \appserver\webapps\onboarding\WEB-INF\lib.
  4. Copy the ConnectionInfo.class file provided in the hotfix and replace the existing file located at: ReportingInstallDir\SmartReporting\appserver\webapps\onboarding\WEB-INF\classes\com\bmc\inapp\reporting\yellowfin\config.
  5. Start the BMC Remedy Smart Reporting Reporting Server.

Running the onboarding wizard

If the user ID of any of the BMC Remedy AR System users contains a special characters, the onboarding process fails.

  1. On the system where you have installed BMC Remedy Smart Reporting, in your web browser, open the onboarding url:

    • Normal onboarding — http://<reporting server name>:<port>/onboarding.

    • ITSM multi-company onboarding — http://<reporting server name>:<port>/onboarding/MSPHome.jsp
  2. Enter following details for the customer you are onboarding:

    Field nameDescriptionExample
    Customer Name

    Identifier for the BMC Remedy AR System server of the Customer for whom you are onboarding the data.

    At the time of onboarding, you can provide a name to distinguish between the BMC Remedy AR System servers in your environment.

    In a BMC Remedy ITSM multicompany environment, run the onboarding process for each company defined in the BMC Remedy ITSM environment.

    Note: The Customer Name should be in lower case, without any special characters.

    If you are onboarding data for Calbro Services, the Customer Name for a BMC Remedy AR System server in development environment could be calbroservicesdev and that for a server in production environment could be calbroservicesprod.
    BMC Remedy AR Server NameThe host name or alias of the BMC Remedy AR Server you are onboarding.ars-srv
    BMC Remedy AR Server PortThe port number defined for the BMC Remedy AR Server.
    0
    BMC Remedy AR Server Administrator
    Username/Password
    User name and password of the BMC Remedy
    AR Server Administrator. This can be any user defined
    as an Administrator in the BMC Remedy AR System
    server.
    User name: Allen
    Password: password
    Select Company

    Select the company for which you want to onboard
    information.

    Note: This field is displayed when you run the ITSM multi-company onboarding option.

    Company A
    BMC Remedy Smart Reporting Administrator
    Username/
    Password

    User name and password of the BMC Remedy Smart Reporting super administrator.

    The default super administrator name is siadmin.


    Note
    : Change the default password after you install BMC Remedy Smart Reporting.
    For more information, see Changing the BMC Remedy Smart Reporting super admin password.
    User name: siadmin
    password: siadmin
    Assign an existing BMC Remedy AR Server
    user as the Reporting Administrator
    User ID of the BMC Remedy AR System user
    who will be the BMC Remedy Smart
    Reporting Administrator.

    In a regular onboarding, this user must belong
    to the AR Server for which you are onboarding.

    In the ITSM multi-company model, this user belongs
    to the company for which you are onboarding.
    Bob

  3. Click Next. 

  4. Click Start to begin the onboarding process.
    You can click BMC Remedy AR Server Administrator Username to check the onboarding status. 

Verify successful onboarding

After onboarding BMC Remedy Smart Reporting, make sure that you Configure the BMC Remedy Mid-Tier, before verifying that the onboarding is successful.

  1. Verify the logs at the following location:
    <install_directory>/SmartReporting/appsserver/logs/smartreporting.log 
  2. To verify that the customer has been successfully onboarded, log on to the BMC Remedy Mid-Tier with the login ID of the BMC Remedy AR System user who has been defined as the BMC Remedy Smart Reporting Administrator.
  3. Choose Remedy Smart Reporting > Remedy Smart Reporting Console from the Applications menu.
    You should be directed to the BMC Remedy Smart Reporting console.

Where to go from here

After you complete onboarding BMC Remedy Smart Reporting, configure the application. For more information, see Configuring BMC Remedy Smart Reporting.

Related topics

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Comments

  1. Steven Wilson

    I find the title above, "Applying the hotfix when using SQL server windows authentication" confusing.  This title could mean that the steps are for those applying the hot fix if they are using SQL windows authentication.  It could also mean that the hot fix is FOR those who are using SQL server windows authentication."  The bottom line...it is not clear if this hotfix is required for all to install or not.

    Jul 08, 2015 05:51
    1. Priya Shetye

      Thank you for the comment Steven. I have added a note for the procedure to clarify that the hotfix needs to be run for 9.0 before you start the onboarding process, if you selected SQL authentication during the installation.

      I hope this clarifies any confusion.

      Jul 21, 2015 07:25
  2. Jerker Billberg

    Regarding the hotfix.
    The text on this page indicates the KA425638 should contain a .war file.
    But it includes "only" a .class & .jar file.
    Is the wrong KA linked ?

    Aug 04, 2015 01:36
    1. Priya Shetye

       Hello Jerker,

      Thank you for noticing the error. I am working with development to correct the documented procedure. Use the instructions provided in readme file included in the zip file provided with KB article to apply the hotfix.

       

      Aug 11, 2015 10:35
  3. Nas Remedy

    I Just applied SP01 and wanted to test the multi-tenancy onboarding feature and noticed the url mentioned in the video to access does not work.

    For example in video it says, to access the multi-tenancy onboarding which is wrong.

    http://<smart reporting server>:<port>/onboarding/SmartReporting/MSPHome.jsp

    It only works when you access

    http://<smart reporting server>:<port>/onboarding/MSPHome.jsp

    Sep 01, 2015 09:30
    1. Priya Shetye

      Hello Nas,

      Thank you for your comments. We have corrected the videos to include the correct information. 

      Regards,

      Priya

      Sep 10, 2015 08:25
  4. Colin Rolls

    Under running the onboarding wizard, step 2, in the table under 'Customer Name' Description it states this is the Alias for the "BMC Remedy AR Server"  but in the video on this page there is no mention of this being the AR Server, just the 'Customer Name', also in the video in mentions this should be lower case without spaces etc but this is not mentioned in this description either, it's very unclear what to put in this field. Also some better examples would be good, for example if i'm onboarding a customer called 'Calbro Services' my customer name would be 'calbroservices' - this needs  more explaining why it doesn't just match the company name exactly.

    Mar 15, 2016 05:50
    1. Priya Shetye

       Hello Colin,

      Thank you for your comment. We are working on fixing the issues.

      Regards.

      Mar 15, 2016 10:24
    1. Bhakti Paranjpe

      Hello Colin,

      Customer Name is an identifier for the AR System server for which you are onboarding data. At the time of onboarding, you can provide any name to identify the server. I have updated the description and examples for better clarity.

      Thanks,
      Bhakti

      Mar 23, 2016 06:16
  5. Paolo Quaranta

    Hello,

    what about to work with 2 Smart Reporting server under a load balancer?

    I can't find infos about this configuration on the documentation.

    Best regards

     

    Paolo

     

    Mar 13, 2017 04:49
    1. Sirisha Dabiru

      Hi Paolo Quaranta,

      Please check the following topic regarding configuration and let me know if you have further questions.

       

      https://docs.bmc.com/docs/display/public/ars91/Setting+up+BMC+Remedy+Smart+Reporting+as+a+cluster+and+onboard+users 

       

      Regards,

      Sirisha

       

      Jun 29, 2017 02:55