Configuring settings to cross-launch reports
To update Remedy Mid Tier and Smart IT cross-launch settings
- Log in as a Remedy Smart Reporting super admin user.
- Navigate to Administration > Configuration > System > General Settings.
- If a load balancer is used, in Default org, replace the node name in the External Instance Base URL with the load balancer name.
For example, change http://nodeName:port/AdminConsole/sharereport.jsp to https://loadBalancerName/AdminConsole/sharereport.jsp. - Click Save.
- In Client org, navigate to Administration > Configuration > System > Custom Parameters.
Update the following parameters:
Cross-launch to
Custom parameter
Value
Mid Tier
MIDTIER
The Mid Tier host name.
For a standalone installation of Remedy Smart Reporting, enter: hostName:portNumber
For a cluster installation of Remedy Smart Reporting, enter: Name of the Load BalancerPROTOCOL
https or http, based on your configuration.
BMC Helix Business Workflows (BWF)
SMART_APPS
The BWF host name. For a standalone installation of Remedy Smart Reporting, enter: hostName:portNumber
For a cluster installation of Remedy Smart Reporting, enter: Name of the Load Balancer- Click Save.
- Log in to the separate Remedy Smart Reporting Administration Console at http://RemedySmartReportingServerHostName:port/AdminConsole/#.
To update the SMART_APPS, MIDTIER, and PROTOCOL values in the database, click Enable report sharing via URL on the Home page.
To configure additional settings for Remedy Smart Reporting cross-launch when installed in a cluster
You must configure this setting to cross-launch from Remedy Smart Reporting to Remedy Mid Tier, and for the report Sharing option. When you click a record in a report, it should open the record in the Remedy Mid Tier.
- Log in to Remedy Smart Reporting as the reporting super administrator user.
- Select Administration > Configuration >
(System) > General Settings.
Update External Instance Base URL with the URL of the name of the load balancer.
For example, change http://nodeName:port/AdminConsole/sharereport.jsp with https://loadBalancerName/AdminConsole/sharereport.jsp.- Click Save.
Manually updating the hyperlink objects to cross-launch Smart IT
You can customize the default cross-launch behavior to launch Smart IT. To cross-launch to Smart IT, you must update the custom parameter, and perform additional manual steps to update the hyperlink objects. The method in the following procedure describes the steps by using BMC Incident Management as an example. By following a similar procedure, you can cross-launch to other applications such as BMC Change Management, BMC Knowledge Management, and Work Order Management.
Remedy Smart Reporting is integrated with Smart IT 1.2 or later. If your Smart IT session is active and you cross-launch from Remedy Smart Reporting to Smart IT, you need not to provide Smart IT credentials. The ticket opens directly in Smart IT. However, if your Smart IT session is inactive, you must provide credentials, and the ticket opens after authentication.
To manually update the hyper link objects to cross-launch Smart IT
- Log in to Remedy Smart Reporting as an administrator user.
- Select Browse > Reports.
From the list of available reports, double-click Incident Details report.
- On the right pane, from the available columns, click expand
- In the Column Formatting window, complete the following steps:
- In the Format field, select HTML Formatter.
- Disable the Remove HTML tags field.
- Click Save.
- Remove and add the Incident Number Hyperlink field for the tickets to open in Smart IT as described in the following steps:
- Click Expand next to the Incident Number Hyperlink field.
- Remove the Incident Number Hyperlink field by dragging it to the Filters list.
- Click the Incident Details folder and drag the Incident Number Hyperlink field to the report columns.
- Click Close.