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.

BMC Remedy Smart Reporting for version 9.1.00 enhancements

This topic provides an overview of the enhancements made to BMC Remedy Smart Reporting.

BMC Remedy Smart Reporting is available only for versions 9.0 or later. The application can be accessed only after BMC Remedy ITSM is installed post the BMC Remedy AR System installation or upgrade.

Key features of BMC Remedy Smart Reporting

The following new features are included in BMC Remedy Smart Reporting.

Related topics

Introduction to the Service Dashboard

Out of the box, BMC Remedy Smart Reporting provides a Service Dashboard that provides detailed information about registered BMC Remedy AR System services. The dashboard consists of multiple charts the provide information including:

  • Historical data of the status of the services for the past year, which can be drilled down to view week specific data
  • Status charts of the current requests related to the service
  • KPI reports of the historical trend for Change and Incident requests related to the services
  • Service status reports for the 30 days

For a more detailed description of the details provided on the Service Dashboard, see  Out-of-the-box Service Dashboard.

Enhancements in user onboarding

With this release the BMC Remedy Smart Reporting onboarding process is enhanced.

  • The new user creation filter criteria onboards only specific users to BMC Remedy Smart Reporting.
  • The Multi Company User Onboarding feature now provides the ability to onboard users from several companies from a multicompany environment, in bulk;

Apart from this, the content import process is now isolated from the user onboarding process. For more information, see Isolation of content import from the user onboarding process.

User creation filter criteria for onboarding


During user onboarding, all users with a Fixed or Floating license type, and are in the Current status are onboarded to BMC Remedy Smart Reporting. You can select users who belong to specific BMC Remedy AR System groups by using the appropriate user creation filter criterion. In scenarios where you have a large number of users but only specific groups need to access  the reporting content, you can onboard specific user groups by applying a filter criterion. Currently, you can filter users on the basis of only the BMC Remedy AR System groups.

Users with Read license type cannot be onboarded by using user filter criterion.

For more information, see User creation filter criteria in onboarding. 


Onboarding users from multiple companies in bulk


BMC Remedy Smart Reporting provides an option to onboard multiple companies at a time. This onboarding option is useful in a typical BMC Remedy ITSM multicompany environment, set up with multiple companies in a shared BMC Remedy AR System environment. The bulk onboarding option eliminates the need to repeat the onboarding procedure multiple times for each company. The onboarding web interface provides an option that enables you to provide the company-specific data for all companies by using a comma-separated values (CSV) file.For more information, see Onboarding multiple companies in bulk.


Isolation of content import from the user onboarding process

The content import processes in BMC Remedy Smart Reporting is now isolated from the user onboarding process. The content import process imports fresh and upgrade out-of-the-box reporting content to BMC Remedy Smart Reporting. Individual installers, such as BMC Atrium CMDB or BMC HR Case Management, push fresh and upgrade content to an AR System form during installation. The content import process imports the content for each application from the AR form to BMC Remedy Smart Reporting. You must manually trigger the content import process after you complete the user onboarding. For information about the end-to-end user onboarding and content import process, see Onboarding users and importing content in Remedy Smart Reporting. For information about running the content import process, see Importing out-of-the-box content in BMC Remedy Smart Reporting.

KCS reports for knowledge management

Knowledge Centered Support (KCS) framework defines various assessment metrics for measuring and monitoring the knowledge health and performance of users. With the addition of new out-of-the-box KCS reports, BMC Remedy Smart Reporting provides reporting capability for measuring the KCS defined assessment metrics.

As a KCS Coach, you can access the KCS reports from the BMC Remedy with Smart IT (Smart IT) interface. For more information, see Reviewing your knowledge team's performance using KCS reports in the Smart IT online documentation.

Key performance indicators

KPI metrics indicate performance of a process or operation and provide actionable input for decision making. BMC Remedy Smart Reporting includes KPI metrics for different ITIL processes out-of-the-box. These metrics are summary data and are summarized daily.

This release of BMC Remedy Smart Reporting provides additional KPI reports for Problem Management, BMC Knowledge Management, and BMC Service Request Management.

For more information about KPI Reports, see Out-of-the-box KPI reports.

Views for archived information

BMC Remedy Smart Reporting requires you to create an archive view based on the existing view to be able to see data from archived forms. This topic describes how to look for an archived form, and then create a new view for this archived form.

For more information, see Creating new views in BMC Remedy Smart Reporting for archived forms.

Introduction to GeoPacks

This release of BMC Remedy Smart Reporting provides GeoPacks. GeoPacks include geographical information that can work with your data without having to be incorporated and stored in your database.GeoPacks contain one or more levels of geographical data with each level of the hierarchy containing geographical labels and fields.

For more information about GeoPacks, see GeoPacks.

Additional Storyboard theme

An additional Storyboard theme is provided with this release of BMC Remedy Smart Reporting. The .xml file that contains the new theme is included in the zip file at the EPD downloads page for version 9.1.00. Import the Storyboard theme

For more information about Storyboard themes, see Storyboard themes.

Enhanced JDBC capabilities

This release of BMC Remedy Smart Reporting includes multiple enhancements for

  • SET operators are now available — The UNION query now allows you to use SET operators for building queries used to create reports. For more information see,   Subqueries .
  • Inclusion of the CURRENT DATE function — In the earlier version of BMC Remedy Smart Reporting, users had to explicitly enter the current date when creating queries. You can now select the Current Date option when creating the query.
  • Local timezone values returned by the DATE function — In the earlier version of BMC Remedy Smart Reporting, the date  and time returned by the DATE function was in GMT. Now, the date and time is returned in the local time. However, daylight saving is not considered.
  • Support for comparison between NULL and NOT NULL values in a CASE statement — New functionality. Only text fields are supported. DATE and ENUM fields are not supported.
  • Support for Vendor form – This release provides support for the Vendor field.

Introduction to audit reports for administrators

This release of BMC Remedy Smart Reporting includes multiple out of the box audit reports that allows administrators to view the overall health of the BMC Remedy Smart Reporting system.

For more information, see Out of the box audit dashboards and reports.

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