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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 .

Updating the qualification criteria for upgrade scenarios

If you are upgrading from a previous version of Remedy Smart Reporting and you are onboarding users from multiple companies, users that you onboarded in previous versions are deleted when the User Sync utility runs. To avoid this issue, you must update the qualification criterion in the SmartReportingServer_Info form after the upgrade is complete but before the Remedy Smart Reporting User Sync (User Sync) utility runs. Then, when the User Sync utility runs, user records from the previously onboarded company that match the License Type and Status filter criteria are retained. Only those users who do not match the filter criteria are deleted. For more information about the User Sync utility, see Automatically synchronizing Remedy AR System users to Remedy Smart Reporting.

Perform the steps below to update the qualification before the User Sync utility runs.

To update the qualification criteria

  1. Log in as the AR System administrator to the AR System server from which you have onboarded.
  2. Open the SmartReportingServer_Info form.
  3. Search all records by using entering % as the search string in the Reporting Server Host Name field.
  4. Add or update the qualification string in the UserCreationFilterQualification field, based on one of the following scenarios:

    Scenario 1

    You onboarded a company (for example, Calbro Services) in Remedy Smart Reporting in version 9.0.00.

    You then upgraded to version 9.1.00 or higher.

    UserCreationFilterQualification

    AND (('Company' = $\NULL$) OR ('Company' = "Calbro Services"))
    Scenario 2

    You onboarded a company (for example, Calbro Services) in Remedy Smart Reporting in a version prior to 9.1.00.

    You then upgraded to version 9.1.00 or higher and onboarded a new company (for example, Invention) in version 9.1.00.

    You must update the qualification string in the UserCreationFilterQualification field for Calbro Services before the User Sync utility runs.

    After onboarding a new company in version 9.1.00, the qualification string might look like this:

    AND (('Company' = $\NULL$) OR ('Company' = "Invention, Inc"))
    

    Update the qualification string to add the previously onboarded company as follows:

    AND (('Company'= $\NULL$) OR ('Company' = "Invention, Inc") OR ('Company' = "Calbro Services"))
    

    Note

    Ensure that the qualification strings have the correct syntax (for example, the opening and closing brackets must match). If the syntax is incorrect, the User Sync utility job fails.

  5. Save the changes and close the form.
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