This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

Automatically synchronizing BMC Remedy AR System users to BMC Remedy Smart Reporting

The BMC Remedy Smart Reporting Onboarding utility allows you to add BMC Remedy AR System users to BMC Remedy Smart Reporting. The BMC Remedy Smart Reporting User Sync utility maintains an automated synchronization between BMC Remedy AR System user data and BMC Remedy Smart Reporting. 

Using the Pentaho framework (for version 9.1.03 and earlier) and the Java component (for version 9.1.04 and later), the user sync utility creates jobs to sync updates made the BMC Remedy AR System user and People form. Whenever an add, modify, or delete operation is performed on the BMC Remedy AR System User or People form, a corresponding job is triggered to be run at a scheduled time, for a particular customer.

The job schedule is controlled by the following escalation that is run every 12 hours, and checks for any synchronization requests. You can change the job frequency by changing the value of this escalation.

  • (For version 9.1.03 and earlier) RSR:UpdateCompletedStatus
  • (For version 9.1.04 and later) RSR:UserSync

Note

Until BMC Remedy AR System, BMC Atrium Core, and BMC Atrium Integrator are successfully installed, both these escalation files are available. When you perform a fresh installation for version 9.1.04 or a successful upgrade to version 9.1.04, the RSR:UserSync escalation is available to control the job schedule. However, if you perform a rollback from version 9.1.04 to an earlier version, the RSR:UpdateCompletedStatus escalation is available to control the job schedule.

For the BMC Remedy Smart Reporting user sync utility to work correctly, make sure that:

  • The onborading process completed successfully
  • The email ID for each user is unique
  • The Reporting Server OrgName on the Report Server Details are the same as the customer defined during the BMC Remedy Smart Reporting onboarding process.

Warning

When the Company of a user is modified in BMC Remedy ITSM, the user sync utility does not update this information in the BMC Remedy Smart Reporting client organization of the company.

You must log on to BMC Remedy Smart Reporting as a reporting super administrator, usually siadmin, manually delete the user from the original company client organization, and then manually add the user to the new company client organization.

Note: This issue was fixed in Service Pack 1 for version 9.0.00.

(For version 9.1.03 and earlier) See the following video to manually run the user sync utility when required.

Changing the frequency of the user sync job

  1. Log on to BMC Remedy Developer studio.
  2. Select the workspace. When prompted, enter the BMC Remedy AR System server user name and password.
  3. From the File menu, choose Switch Mode, and then Base Development mode. Click OK on both alerts displayed.
  4. In the left pane, expand All Objects, and open Escalations.
  5. Under Filtering Options, select Name from the first and Contains from the second drop down list.
  6. Type RSR in the text box and press Enter.
  7. From the search results, open the RSR:UpdateCompletedStatus escalation (for version 9.1.03 and earlier) or the RSR:UserSync escalation (for version 9.1.04 and later).
  8. Under Execution Options, select the Days, Hours, and Minutes as per your requirement.

Viewing the status of the user sync job

For version 9.1.04 and later, verify that there are no error messages in the smartreporting.log file located in the <ARSystemInstallDir>/ARServer/Db directory. 

For version 9.1.03 and earlier, follow the steps given below to view the status of the user sync job:

  1. Log on to BMC Remedy AR System Mid-Tier, and open the UDM:ExecutionStatus form.
  2. Select Job from the Type list and click Search.
    From the list of jobs displayed, select:
    • UserSyncUtil_Job, when Smart Reporting onboarding is used.
    • UserSyncUtil_MSP_Job, when ITSM multi-company Smart Reporting is used.
  3. Click Refresh to view the updated status of the user sync job.

Related topic

Troubleshooting issues for BMC Remedy Smart Reporting user sync utility

Was this page helpful? Yes No Submitting... Thank you

Comments