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 9.1.03 enhancements

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

BMC Remedy Smart Reporting is available with BMC Remedy ITSM version 9.0 or later. BMC Remedy Smart Reporting is installed before installing BMC Remedy ITSM. However, BMC Remedy Smart Reporting content is accessible only after installing BMC Remedy ITSM.

To know the installation sequence, see Install.

Key features of BMC Remedy Smart Reporting

The following new features are included in version 9.1.03 of BMC Remedy Smart Reporting.

Related topics

New UI for BMC Remedy Smart Reporting

Version 9.1.03 of BMC Remedy Smart Reporting offers the following UI enhancements:

Left side navigation options

This navigation style is introduced in BMC Remedy Smart Reporting 9.1.03 as an alternative to the traditional toolbar. This navigation method provides a more intuitive method for navigating through all aspects of the application. The in the upper right corner of navigation bar enables you to quickly create reports, dashboards, views, and storyboards.

  • If you are upgrading from an earlier version to version 9.1.03, the default navigation style is set to toolbar navigation.
  • During a fresh installation of version 9.1.03, the default navigation style is set to left side navigation.

You can switch between the navigation styles based on your preference.

  • To change the navigation style, refer to system settings in Configuration.
  • For information about navigation styles, see Navigation.
Embed report content in external pages

You can now share active reports on external pages by using the Embed option available under the Share menu. For example, you can share active reports on your company's Intranet portal by using the Embed option. For information about embedding reports in external pages, see Embedding report content in external pages

Report queuingIf a report takes a long time to run, you are now prompted with options. You can now choose to have it emailed to you upon completion. This capability optimizes productivity by allowing you to move to other tasks while a report runs. This feature is particularly useful in larger enterprise deployments where users may be connecting to slower data sources.

BMC Remedy Smart Reporting administrators can cancel reports that take usually long time to run. To manage report queues, see Background execution.

Save report as a semantic view

You can now save a report as a semantic view. This capability enables you to reuse desired columns of a report. For information about the report Save and Save As options, see Save as and Report save.


You can now quickly create customized analytical content and infographics by using the Content Creation Canvas. No coding required. For information about using the canvas and set canvas properties, see Canvas

Task Management 

You can now create and assign tasks to users for a variety of functions. For example, you can create a task to request a user to generate a report and provide the report results. The Timeline > Task Management page displays the tasks assigned to you or the tasks you assigned to other users. For information about viewing and filtering tasks, see Task Management.

Personal broadcast for daily updates

Broadcasting allows you to send an active report to one or more users based on a defined schedule and set of rules. A personal broadcast is exactly the same as a standard broadcast, where you define the recipients. A personal broadcast is only ever sent to the person who defined the broadcast. For example, if Allen defines a broadcast, personal broadcast is sent only to Allen. To create a broadcast, see Broadcasting reports to users.

Broadcast report results in .xlsx and .docx formats

You can now broadcast the results of an active report in .xlsx and .docx formats. For information about broadcasting active report results in different file formats, see Broadcasting reports to users.

Export report data in excel (2007 excel) format

You can now export the report content in the .xlsx format. Report content can be exported to a location outside BMC Remedy Smart Reporting application in .xlsx format. For information about exporting reports in different file formats, see Exporting report content.

Browse page

This page allows you to explore all the content you have access to in the system. From this central location you can locate individual reports, dashboard tabs, storyboards, and discussion streams. To change the display options of the Browse page, search, or sort items, see Browse page.

New roles

BMC Remedy Smart Reporting 9.1.03 introduces a new set of roles. If you upgrade to BMC Remedy Smart Reporting 9.1.03 from an earlier version, you can continue to use the old roles. The new set of roles are available for fresh installation of BMC Remedy Smart Reporting 9.1.03. For more information about the new roles, see Roles.


This capability is available in Chart builder allows you to visualize and predict what happens next. You can perform faster, more accurate forecasting by easily setting the parameters used to create a forecast model. For example, based on the number of incidents created and resolved in a quarter, you can predict the amount of work for the next quarter by using the forecasting function. This capability helps in planning activities and resources.
For more information about the options available in the forecasting function, see Chart functions.

New semantic view and out-of-the-box report for BMC Asset Management CI data

In version 9.1.02 and earlier versions, BMC Asset Management CI hierarchical data can be accessed by BMC Atrium CMDB users who have access to Atrium Explorer. However, showing the BMC Asset Management CI data hierarchy through a report is not feasible. Viewing the CI hierarchy is useful when you want to know the infrastructure supported by a CI.

Starting from version 9.1.03, BMC Remedy Smart Reporting includes new CMDB - CI Hierarchy semantic view and Business Service CI Hierarchy - Example report. This enhancement enables users to view Asset Management CI hierarchical data through reports. The CMDB - CI Hierarchy semantic view contains five levels of hierarchy. If needed, users with Public Content Writer & Collaborator - Advanced and BMC Remedy Smart Reporting System Administrator roles can modify or create a copy the CMDB - CI Hierarchy semantic view to configure more than five levels of hierarchy.

The new Business Service CI Hierarchy - Example report helps you understand how CI hierarchy reports can be created based on the CMDB - CI Hierarchy semantic view. The new Business Service CI Hierarchy - Example report is placed in Browse > BMC Remedy Operational Reporting > Configuration Management. For more details about the report, see Out-of-the-box Configuration Management reports.

BMC Release Management reports

In version 9.1.03 of BMC Remedy Smart Reporting, a new dashboard and reports have been introduced for BMC Release Management. These reports release-related details such as release submission trend and number of open releases by priority.

Setting time zone when onboarding users to BMC Remedy Smart Reporting

In BMC Remedy Smart Reporting 9.1.02 and earlier versions, changing the default time zone for all users of a client org is cumbersome. BMC Remedy Smart Reporting administrator has to update the time zone for each user manually.

Starting from version 9.1.03, BMC Remedy Smart Reporting administrator can specify the default time zone for all users of a client org while onboarding them from a single company, multiple companies, or multiple companies in bulk. Specifying the time zone for users is essential when working with business time-related calculations. For example, time zone is considered to evaluate the status of a Service License Agreement.

  • The Customer Details step of user onboarding process in BMC Remedy Smart Reporting now includes the Time Zone Region and Time Zone fields, which allow administrators to set the time zone for all users of a client org.
  • The comma-separated values (CSV) file used for multicompany bulk onboarding now includes a new column, Time zone. The time zone specified in this column is used by the user onboarding process.

Though administrator can set the default time zone for users when onboarding them to BMC Remedy Smart Reporting, time zone specified for a user in the AR System User Preference form — Locale tab always takes precedence.  

To know the time zone considerations and how to set the time zone while onboarding, see 2018-08-13_02-13-11_Onboarding users in BMC Remedy Smart Reporting.

New KPIs for incidents and work orders

In 9.1.03, the following key performance indicators (KPIs) have been added. These KPIs help in calculating the performance against targets without creating calculated fields.

  • Work order
    • Open Work Orders
    • Work Orders submitted
    • Work Orders Completed

For details, see Out-of-the-box Work Order KPIs.

  • Incident Management
    • Open Incidents Older Than 10 Days
    • Open Incidents Older Than 30 Days
    • Resolved Incidents - With Service Target Breached
    • Open Incidents - Within Service Target
    • Open Incidents - With Service Target Breached

For details, see Out-of-the-box Incident Management KPIs.

BMC Knowledge Management reports

The following reports are added in the Browse > BMC Remedy Operational Reporting > Knowledge Management category:

  • Top searched keywords
  • Percentage of tickets with articles linked
  • Number of flagged articles
  • Top N scored articles by author

The Keywords not found report did not run successfully in BMC Remedy Smart Reporting 9.1.02 and earlier versions. This report works successfully in 9.1.03. For information about the newly added reports, see Out-of-the-box BMC Knowledge Management reports.

Enhanced subquery capability

Sub queries allow BMC Remedy Smart Reporting users to create advanced reports which contain data from multiple views and data sources. In versions 9.1.00, 9.1.01, and 9.1.02, BMC Remedy Smart Reporting supports UNION subquery type.

Starting from 9.1.03 version, BMC Remedy Smart Reporting also supports Append subquery type. The Append subquery allows you to add the results of one query to another query if both the queries have a common column. This subquery type helps you compare the results of two or more queries. For example, you can use Append subquery to generate a report to view the number of incidents, problems, and changes created for each company in an organization.

To know how to use Append subquery, see Using subqueries to create advanced reports.

Enhanced AR JDBC capabilities

In version 9.1.03, BMC Remedy Smart Reporting introduces the following AR JDBC functions. The new AR JDBC functions allow you to add advanced calculations to your reports.

  • Convert string to number, ARJDBC

  • Convert CLOB to Varchar (Oracle), ARJDBC

  • Convert nText to Varchar (MSSQL), ARJDBC

  • List Aggregation, ARJDBC

  • First Day of Month, ARJDBC

  • First Day of Quarter, ARJDBC

  • First Day of Year, ARJDBC

  • Length, ARJDBC

  • Character Index/Position, ARJDBC

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  1. Ryan Nicosia

    Does anybody know if we can run Smart Reporting 9.1.03 against ARSystem 9.1 Patch 1?

    Nov 15, 2017 09:30
    1. Vrishali namdev Galinde

      Hi Ryan,

      Apologies for delayed response.

      Smart Reporting and AR System must be on same version as we have API dependency from server side.



      Jul 31, 2018 12:58