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 Open link .

Modifying an out-of-the-box view

When you create a custom view, out-of-the-box reports do not automatically change references to the new custom view. Existing reports continue to reference the out-of-the-box view.

Best practices

  • Do not delete the current objects, joins, forms, fields, or tables from the out-of-the-box views. BMC updates out-of-the-box views with every release.
  • If you modify out-of-the-box views, create and save a copy of the out-of-the-box view, and then make changes to the copy.
  • Although you can create multiple custom views for each out-of-the-box view, combine your changes into as few customized views as possible.
  • When you create new objects in a view, always use unique names.

Consider a scenario in which you have two versions of the Incident Management view:

  • Incident Management—An out-of-the-box view.
  • Incident Management - Custom—A custom view from a copy of the out-of-box-view. You have added a few fields to the custom view.

Incident Crosstab is an out-of-the-box report that refers to the out-of-the-box Incident Management view. You want the report to refer to the Incident Management - Custom view. To update the references, you create a copy of the Incident Crosstab report and update the view references in the copy to refer to the Incident Management - Custom view.

Remember the following tips when working with views:

  • For reports and dashboards:
    • Existing reports do not automatically update their view references to custom views. You must update the references manually.
    • You can continue to use existing reports that refer to existing views. You can create new reports that refer to custom views.
    • If you update out-of-the-box dashboards and reports, create a copy and make changes to the copy.
  • After an upgrade:
    • BMC might update out-of-the-box views with release updates. Existing out-of-the-box views are overwritten.
    • To update your customized views, manually reconcile BMC updates to the customized views.
      For example, say that you copied the out-of-the-box Incident Management view to create a new Incident Management - Custom view. You then customized the Incident Management - Custom view. In an upgrade, BMC added a few new tables and fields to the out-of-the-box Incident Management view. To update the Incident Management - Custom view, you must reconcile it with the upgraded out-of-the-box view, and manually make changes to the Incident Management - Custom view.

Where to go from here

Customizing the fields in a view

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