Importing out-of-the-box content

The content import process imports out-of-the-box reporting content for Service Management and BMC Helix Innovation Studio applications to BMC Helix ITSM: Smart Reporting(Smart Reporting). This process imports fresh and upgraded content for all the installed Service Management and BMC Helix Innovation Studio applications in the following deployment scenarios:

• A single company in a BMC Helix ITSM (BMC Helix ITSM) environment
• (Service Management applications) Multiple companies in a multicompany BMC Helix ITSM environment

After onboarding all users in Smart Reporting, a 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 Smart Reporting, which provides various reporting options for data from the Service management applications. During the installation of individual applications such as BMC Helix CMDB or HR Case Management, fresh and upgrade content is pushed to a AR System form. The content import process imports the content for each application from the form to 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 Service management applications from version 19.02.00 to version 19.11.00. In version 19.02.00, you had BMC Helix CMDB and BMC Helix 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 BMC Helix CMDB and BMC Helix 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 Smart Reporting Tomcat server, configure the onboarding and content import link for secured login.
• Onboard users in BMC Smart Reporting.
• To import content to 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 Mid Tier, they must flush the Mid Tier cache.

  For more information about flushing Mid Tier cache, see  About Mid Tier caching in the 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 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 Helix CMDB
   • BMC Helix ITSM
   • BMC Service Request Management
   • BMC Service Level Management
   • BMC Helix ITSM: Smart IT
   • BMC Helix Virtual Agent
   • BMC Helix Business Workflows

   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.