Importing out-of-the-box content

The content import process imports out-of-the-box reporting content from the Remedy Action Request System server (AR System server) to Remedy Smart Reporting. This process imports fresh and upgraded content for all the installed Remedy applications in the following deployment scenarios:

• A single company in a Remedy IT Service Management (Remedy ITSM) environment
• Multiple companies in a multicompany Remedy ITSM environment

After onboarding all users in Remedy Smart Reporting, a Remedy Smart Reporting administrator must manually run the content import process. For multicompany onboarding, the administrator can import the out-of-the-box content at scheduled intervals for all the tenants at same time. For more information, see Synchronizing common content across multiple tenants.

Import process overview

Content is the core of Remedy Smart Reporting, which provides various reporting options for data from the Remedy applications. During the installation of individual applications such as Atrium CMDB or HR Case Management, fresh and upgrade content is pushed to a Remedy AR System form. The content import process imports the content for each application from the form to Remedy Smart Reporting.

If you install or upgrade an application after importing the content for the first time, you can manually trigger the content import process again. The process imports content only for newly installed or upgraded applications, not for applications for which you imported content earlier. For example, suppose you are upgrading Remedy applications from version 19.02.00 to version 19.11.00. In version 19.02.00, you had Atrium CMDB and Remedy ITSM. While upgrading to version 19.11.00, you also installed a new application, HR Case Management. When you run the content import process, it imports fresh content for the HR Case Management application and upgrades the content for Atrium CMDB and Remedy ITSM.

If you upgrade an application and run the content import process, the process overwrites the existing content that was imported during the previous installation. Similarly, if you directly customize out-of-the-box content and run the import process, the process overwrites customized content.

Before you begin

• If secured login (https) is enabled on the Remedy Smart Reporting Tomcat server, configure the onboarding and content import link for secured login.
• Onboard users in BMC Remedy Smart Reporting.
• To import content to Remedy Smart Reporting, ensure that you are a member of:
  • The AR Admin group
    or
  • The Struct Admin group and Smart Reporting Admin group—You must belong to both these groups to be able to import content.

  Note

  If AR System administrators do not see the Smart Reporting Admin group in Remedy Mid Tier, they must flush the Remedy Mid Tier cache.

  For more information about flushing Remedy Mid Tier cache, see  About Mid Tier caching in the Remedy AR System documentation.

• In multicompany onboarding, to share common content across multiple tenants at the same time, you must be a member of the shared organization. For more information, see Synchronizing common content across multiple tenants and Organizations in a multitenancy environment.

To import out-of-the-box reporting content

1. Log in to the Remedy Smart Reporting Administration Console as a Smart Reporting super administrator (siadmin).
   The path to the console is http://RemedySmartReportingServerHostName:port/AdminConsole/#.

2. Select Services > Import Content.

3. Select the customer for whom you want to import the reporting content, and click Next.

4. Follow the import content wizard to complete the content import.
5. Select the product name and version (current and later versions only) for which you want to import content, and click Add. The following products are available:
   
   • BMC CMDB
   • Remedy ITSM
   • BMC Service Request Management
   • BMC Service Level Management
   • Smart IT

   Repeat this step for each product and version you want to import content for.

6. Validate your selection, and click Start Import.

After completion, the process displays the content import result. The import content wizard displays the product names for which the import process has passed or failed. For additional information about any failures, refer to the sr.timeStamp.log file. You can fix the issues and re-import the content for the applications for which the import process has failed.