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.

Onboarding users and importing content in BMC Remedy Smart Reporting

After installing BMC Remedy Smart Reporting, BMC Remedy AR System users must be onboarded and out-of-the-box reporting content has to be imported into BMC Remedy Smart Reporting. Starting with version 9.1.00, the out-of-the-box content import process was separated from the user onboarding process. After onboarding users, you must import data for the installed applications to view the associated reports in BMC Remedy Smart Reporting.

  • User onboarding process—Onboards users from BMC Remedy Action Request System (BMC Remedy AR System) to BMC Remedy Smart Reporting. You must be a BMC Remedy AR System administrator to perform the onboarding process.
  • Content import process—Imports out-of-the-box reporting content from BMC Remedy AR System to BMC Remedy Smart Reporting. This process imports fresh and upgrade content for installed BMC Remedy applications. You must be a BMC Remedy AR System administrator, a Smart Reporting Admin user, or a Struct Admin with Smart Reporting Admin to permissions to import the content.

This section provides information about the end-to-end process for onboarding users and importing content. This topic provides the following information:

Scenarios and options for user onboarding

Multiple onboarding options are available. Based on your BMC Remedy IT Service Management (BMC Remedy ITSM) deployment — Single company or Multicompany, — and BMC Remedy Smart Reporting deployment option — Single BMC Remedy Smart Reporting server shared by multiple BMC Remedy AR System server, choose the appropriate onboarding process.

Note

The content import process is the same irrespective of the environment or deployment. Run the content import process after completing the onboarding process, to import out-of-the-box reporting content for a single-company environment and a BMC Remedy ITSM multicompany environment.

In BMC Remedy Smart Reporting, a customer is managing organization that maintains the BMC Remedy AR System instance. In a single-company environment, the customer and the company typically the same. When BMC Remedy ITSM is implemented in a multicompany environment (when BMC Remedy ITSM is set up with multiple companies in a shared BMC Remedy AR System environment), a customer is the managing organization, for example, a Managed Service Provider that manages the BMC Remedy AR System instance for several companies.

A BMC Remedy Smart Reporting customer onboards users and imports content in BMC Remedy Smart Reporting.

The following table lists deployment scenarios and the corresponding user onboarding options:

Deployment scenario Environment setup User onboarding option Where to run the onboarding process

Single company defined in BMC Remedy ITSM

  • Single BMC Remedy AR System server, or multiple BMC Remedy AR System servers sharing a single BMC Remedy Smart Reporting server
  • Single-company user onboarding
  • (Service Pack 2 and later) All users onboarding onboarding
Each BMC Remedy AR System server that uses BMC Remedy Smart Reporting
BMC Remedy ITSM multicompany environment (set up with multiple companies in a shared BMC Remedy AR System environment)
  • Single BMC Remedy AR System server with a single BMC Remedy Smart Reporting server
  • Multicompany user onboarding

The following onboarding options are available:

  • One company at a time
  • Multiple companies in bulk

The BMC Remedy AR System server to onboard users of each company is defined in the BMC Remedy ITSM multicompany environment of the BMC Remedy AR System server.

Notes

  • The onboarding scenarios are independent of the BMC Remedy Mid Tier multitenancy implementation. For information about mid tier multitenancy, see BMC Remedy Mid Tier as a shared service   in the BMC Remedy ITSM Deployment online documentation.
  • For multicompany user onboarding, you can onboard a maximum of 198 companies from the BMC Remedy ITSM multicompany environment.

How data security is managed in multitenancy environment

The data security defined in BMC Remedy Action Request System (BMC Remedy AR System) is applied for all reporting users. The reporting users can view all data to which they have access in BMC Remedy AR System when using BMC Remedy Smart Reporting.

When BMC Remedy ITSM is implemented in a multicompany environment (set up with multiple companies in a shared BMC Remedy AR System environment), data security settings are the same as defined for the BMC Remedy AR System server. Access is restricted to the reports and dashboards of the company to which a Reporting user belongs. Reporting users can view reports and dashboards for their company.

Additionally, when using collaboration options such as comments, annotations, discussions, and notifications, other users who belong to the same company are displayed.

End-to-end tasks for onboarding users and importing report content for BMC Remedy Smart Reporting

Step Action Additional information
1

(Optional) Configure the onboarding and content import links for secured login

If secured login (https) is enabled on the Apache Tomcat server for BMC Remedy Smart Reporting, you must perform the following configuration so that the user onboarding and content import URL and the BMC Remedy Smart Reporting Admin Console URL (SP2 and later) will work properly.

If you do not use secured login, you can directly run the user onboarding process.

Note: If you configured the URL for secured login in a previous version of BMC Remedy Smart Reporting and then upgraded BMC Remedy Smart Reporting, the configuration settings are lost during the upgrade. You must reconfigure the URL for secured login after the upgrade is complete.

2

The user onboarding process onboards users from BMC Remedy Action Request System (BMC Remedy AR System) to BMC Remedy Smart Reporting. Based on your deployment option you select, you can onboard users for a single company in your BMC Remedy IT Service Management (ITSM) environment or for multiple companies in your BMC Remedy ITSM multicompany environment.

Note: Complete the user onboarding process for all companies before you run the content import process.

3 Import out-of-the-box content in BMC Remedy Smart Reporting

The content import process imports out-of-the-box reporting content from the BMC Remedy Action Request System Server (AR System server) to BMC Remedy Smart Reporting. This process imports fresh and upgrade content for all the installed BMC Remedy applications in the following deployment scenarios:

  • A single company in a BMC Remedy IT Service Management (BMC Remedy ITSM) environment
  • Multiple companies in a multicompany BMC Remedy ITSM environment

After you have onboarded all users in BMC Remedy Smart Reporting, you must manually run the content import process.

4 Configuring BMC Remedy Mid Tier to access BMC Remedy Smart Reporting

After you complete the user onboarding and content import processes, you must manually update the BMC Remedy Mid Tier configuration to add the BMC Remedy Smart Reporting server details.

If you do not complete this configuration, an error is displayed when you try to access the BMC Remedy Smart Reporting console from the BMC Remedy Mid Tier.

5 Verify successful user onboarding and content import After you complete the user onboarding and content import processes, verify that all users have been successfully onboarded and content has been imported. Perform this procedure for both single-company and multicompany environments.

Note

This version of BMC Remedy Smart Reporting does not support onboarding of multiple customers for the same BMC Remedy AR System server. If you have already onboarded a customer, offboard (Service Pack 2 or later) or delete the existing customer and manually update the entry in the SmartReportingServer_Info form before onboarding another customer from the same AR System server.

For multicompany user onboarding, you must perform the same procedure if you want to again onboard a company that you deleted earlier.

For more information on deleting a customer company, see Deleting a customer or company for a BMC Remedy AR System server

For more information on offboarding a customer company, see Offboarding users and clearing the database in BMC Remedy Smart Reporting.

Videos on user onboarding and content import

Click on each tab in the following click-through graphic to view graphics and videos about user onboarding and content import in BMC Remedy Smart Reporting.

Tip

To view the video in full-screen mode, watch it on www.youtube.com by clicking the YouTube icon from the player controls, located at the bottom of the video player.

The following table provides details about the videos:

Video Name Description YouTube URL
Onboarding process enhancements in version 9.1 This video (01:44) describes the enhancements in the onboarding process of BMC Remedy Smart Reporting. In this release, user onboarding and content import run as separate steps. Content import imports fresh and upgraded content for BMC applications. In user onboarding, a user creation filter criteria imports selected.  https://youtu.be/o8XG7IqFXqk
End-to-end steps for user onboarding and content import This video (06:38) describes the end-to-end steps to perform user onboarding and content import in BMC Remedy Smart Reporting 9.1 It also talks about some additional steps you need to perform under specific scenarios.  https://youtu.be/N_bFRqoM-js
User onboarding This video (04:51) describes how user onboarding works in different BMC Remedy IT Service Management deployment environments. It also provides details about how the new user onboarding features introduced in version 9.1 such as, separate user onboarding and content import steps, user creation filter criteria and bulk onboarding in a multicompany environment, work. https://youtu.be/rvPFC0Bcysk
Content import This video (2:50) describes how the separate content import process in BMC Remedy Smart Reporting imports fresh and upgraded content for all installed BMC Remedy applications.

https://youtu.be/grBvw9RdFuw


Where to go from here

Related topics

How multicompany user onboarding works

Client organizations

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Comments

  1. David k Hill

    Sentence Grammar: "After onboarding users, you must data for the installed applications to view the associated reports in BMC Remedy Smart Reporting."

    Dec 06, 2018 04:49
    1. Vrishali namdev Galinde

      Hello David, Thank you for pointing this out. I shall update the documentation.

      Thanks & Regards, Vrishali

      Dec 06, 2018 10:20
    1. Vrishali namdev Galinde

      Hello David, I have updated the documentation.

      Thanks & Regards, Vrishali

      Dec 06, 2018 11:02