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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 .

Optimizing Remedy Smart Reporting performance

Remedy Smart Reporting provides various options to optimize performance of the Remedy Smart Reporting application. 

Planning for performance based on your deployment infrastructure

Multiple deployment options are available to achieve optimal performance for Remedy Smart Reporting. For information about the available options, see  Remedy Smart Reporting deployment .

Setting data restrictions at multiple levels

Restricting the data to display and governing reporting requests ensures that performance issues do not arise for other components of Remedy AR System when using Remedy Smart Reporting. Data restrictions are applied in the following order:

  1. Remedy AR System restrictions
  2. Remedy Smart Reporting data source restrictions
  3. Remedy Smart Reporting view-level restrictions
  4. Remedy Smart Reporting report-level restrictions
  5. Remedy Smart Reporting data source connection restrictions

You can configure the following options to manage the performance of Remedy Smart Reporting and Remedy AR System server:

To configure data source connection restrictions on Remedy Smart Reporting

  1. Log in to Remedy Smart Reporting as an administrator.
  2. Select Administration > Admin Console.
  3. Open the Data Sources panel.
  4. Click the connection.
  5. On the Connection page, open the Connection Pool panel.
  6. To optimize data source connections, complete the following steps:
    • In the Min Connections and Max Connections fields, enter values to designate the number of connections to use from within a connection pool.
      Consider the following example: 
      When you set the maximum connections to 5, only 5 connections will be allowed. When a user accesses a report, one connection is used. However, if a user accesses a Dashboard that lists three reports, three connections are used. Set the value of Max Connections to restrict the number of connections that Remedy Smart Reporting can use. When the maximum number of connections is reached, other users cannot access the source until these reports have completed processing.


      Increasing the value of Max Connections does not affect Remedy Smart performance unless many users access a large number of reports.

    • In the Refresh Time field, enter the time (in hours) after which database connections are refreshed.
      The refresh recycles the connections after the set period. Recycling ensures that no connections are stale or left open even though the user is no longer using them.
    • In the Timeout field, enter the time (in seconds) allowed for the SQL statement to return results.
      The value defined should be able to accommodate the queries run against the data source.
  7. To configure restrictions for Remedy Smart Reporting query results, complete the following steps:

    1. Open the Usage Parameters panel.
    2. Turn on the Max Rows Returned toggle.
    3. In the Max Rows Returned field, enter the maximum numbers of query results you want returned.
  8. Click Save.

To configure view-level restrictions for data to be displayed

Define view-level data restrictions for specific modules that are expected to return a large number of records. For example, if your change management reports are not expected to return many records, but your incident reports will return many records, you can define view-level settings for the Incident Management view.

  1. In Remedy Smart Reporting, open a view in Edit mode.
  2. Click the View Options icon () in the toolbar.
  3. Open the Performance panel, modify the View Row Limit parameter.
    This parameter sets the limit for rows returned from the database.

To configure Remedy AR System for setting restrictions on Remedy Smart Reporting data

  1. Log in to Remedy IT Service Management.
  2. Select Applications > AR System Administration> AR System Administration Console.
  3. Select System > General > Server Information.
  4. On the Configuration tab of the Server Information page, modify the value of the Max entries returned by GetList field.
    This field sets a row limit for any query sent using the JDBC driver.


To overwrite the Remedy AR System Server row limit settings, set a parameter in the JDBC Connection string. In the Remedy AR System data source, add a rowLimit parameter, which overrides the system settings and returns the specified number of result set, as shown in the following example:


To configure the data connection limit on Remedy Smart Reporting

Configure the Remedy Smart Reporting Connection settings to define restrictions on the data connection to the Remedy AR System server. The Custom Parameters for the Remedy Smart Reporting data connection settings allows you to control the data returned from the Remedy AR System server depending on expected volume of data being retrieved for Remedy Smart Reporting.

  1. Log in to the Remedy Mid Tier as the Reporting Administrator, and launch the mid tier.
  2. Open the Remedy Smart Reporting console.
  3. Select Administration > Admin console > Data sources.
  4. Open the AR System data source.
  5. On the Connection panel, update the row limit in the Custom Parameters field, such as mode=new;refreshCache=60;rowLimit=10000.
  6. Click Test Connection
  7. Save your settings.

Additionally, you can also restrict the number of rows that can be retrieved from the Remedy AR System database by using the CCS parameter named Jdbc-Row-Limit. The default value of this parameter is 10,000. However, an administrator can change this value.

When retrieving records from the database, the lower value of either the Jdbc-Row-Limit parameter defined in AR System or rowLimit parameter defined in Remedy Smart Reporting is considered.  For example, if  Jdbc-Row-Limit has value 5000 and rowLimit has value 3000, then the maximum number of rows that will be retrieved from the database is 3000. Similarly, if Jdbc-Row-Limit has value 4000 and rowLimit has value 5000, then the maximum number of rows that will be retrieved from the database is 4000.

For more information, see

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Where to go from here

Setting up audit reports in Remedy Smart Reporting

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