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This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite .

Automatically synchronizing Remedy AR System users to Remedy Smart Reporting

After installing Remedy Smart Reporting, the administrator adds users from Remedy AR System to Remedy Smart Reporting through the onboarding process. After the initial onboarding of users, when a user with a Fixed, Floating, or Bundled license type is added, updated, or deleted in Remedy AR System, the User Sync utility automatically synchronizes that user record in real time in Remedy Smart Reporting. For example, if a new user is added to Remedy AR System, the User Sync utility immediately creates a new record for that user in Remedy Smart Reporting.

The following diagram illustrates the automatic user synchronization process:


Ensuring Remedy Smart Reporting user synchronization runs successfully

For the User Sync utility to work correctly, make sure that following occurs: 

  • The onboarding process has completed successfully.
  • The email ID for each user is unique.
  • The OrgName Reporting Server on the SmartReportingServer_Info form and the OrgName defined during the Remedy Smart Reporting onboarding process are the same.

When to manually run user synchronization

In addition to the User Sync utility synchronizing users, they are also synchronized in Remedy Smart Reporting through the RSR:UserSync escalation at the scheduled interval. You can manually run the RSR:UserSync escalation in the following scenarios:

  • If the users are not automatically synchronized in Remedy Smart Reporting in real time.
  • If a user's login details changed.
  • If you want to synchronize users based on the modified filter criteria in Remedy Smart Reporting. For example, after initial onboarding, the admin updates the user filter criteria, and those users are synchronized into Remedy Smart Reporting through the escalation.

The RSR:UserSync escalation runs every 12 hours, but you can change the frequency of this escalation.

For more information see To change the frequency of an escalation and To manually run an escalation.

What the User Sync Utility does not automatically change

Login details

If you change the login details of a user on the AR System server, the User Sync utility does not modify the login details of that user in Remedy Smart Reporting. Instead, the User Sync utility creates a new record for that user in Remedy Smart Reporting. The next time the RSR:UserSync escalation runs, the User Sync utility deletes the existing record of that user.

Language preferences

Though the User Sync utility updates the user information in Remedy Smart Reporting, it does not change the language preference that the user sets in Remedy Smart Reporting. To manually change the language preference, see Setting your locale and time zone for Remedy Smart Reporting.

Deleted usersWhen a user is deleted from Remedy AR System, if this user has any private reports in Remedy Smart Reporting, the User Sync utility does not delete the user from Remedy Smart Reporting. Instead, it displays a warning message in the smartreporting.log file, which is located in the ARSystemInstallDir/ARServer/Db directory. You must change the ownership of the private reports and manually delete this user from Remedy Smart Reporting. For more information, see Managing Remedy Smart Reporting user accounts.

Synchronizing users that are a part of the Smart Reporting Custom App Users group

If you have not installed Remedy IT Service Management, you can add users to Remedy Smart Reporting from the Smart Reporting Custom App Users group in AR System. You can onboard up to seven users that are part of this new group. While synchronizing with Remedy Smart Reporting, the Remedy Smart Reporting User Sync utility syncs only these seven users to Remedy Smart Reporting. 

Notes

  • To synchronize more than seven users, contact BMC Customer Support.
  • If any of the onboarded users are deleted from the Smart Reporting Custom App Users group, the User Sync utility syncs the next users based on the user creation time.

To view the user synchronization job status 

  1. After users are successfully onboarded, on the SmartReportingServer_Info form, ensure that the Report Server details are correctly populated.
  2. Open the smartreporting.log file in the ARSystemInstallDir/ARServer/Db directory, and verify that no error messages appear.

To change the frequency of an escalation

  1. Log in to Remedy Developer Studio.
  2. Select the required workspace.
  3. Enter the Remedy AR System Server user name and password.
  4. From the File menu, select Switch Mode. Click OK on both alerts that are displayed.
  5. In the left pane, expand All Objects, and open Escalations.
  6. Under Filtering Options, select Name from the first drop-down menu and Contains from the second drop-down menu.
  7. Enter RSR in the text box and press Enter.
  8. From the search results, double click the required escalation.
  9. Under Execution Options, select the DaysHours, and Minutes as per your requirement.
  10. Click Save.

To manually run an escalation

  1. Log in to Remedy Developer Studio.
  2. Select the required workspace.
  3. Enter the Remedy AR System server user name and password.
  4. From the File menu, select Switch Mode
  5. Click OK on both alerts that are displayed.
  6. In the left pane, expand All Objects and open Escalations.
  7. Under Filtering Options, select Name from the first drop-down menu and Contains from the second drop-down menu.
  8. Enter RSR in the text box and click Enter.
  9. From the search results, right click the required escalation.
  10. Click Run.

Where to go from here

Managing Remedy Smart Reporting user accounts

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Comments

  1. Jan Zacharjasiewicz

    Links in this section are not working:

    For more information see Changing the frequency of an escalation in Remedy AR System and Manually running an escalation in Remedy AR System .

    Jan 15, 2020 06:25
    1. Vrishali namdev Galinde

      Hello Jan,

      Thank you for pointing this out. I have fixed the links.


      Thanks & Regards,

      Vrishali


      Jan 24, 2020 02:13