Configuring settings to cross-launch reports

To configure settings to cross-launch

1. Log in as a Smart Reporting super admin user.
2. Navigate to Administration > Configuration > System > General Settings.
3. 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.
4. Click Save.
5. In Client org, navigate to Administration > Configuration > System > Custom Parameters.

6. Update the following parameters:

   
   

   Cross-launch to	Custom parameter	Value
   Mid Tier	MIDTIER	The Mid Tier host name. For a standalone installation of Smart Reporting, enter: hostName:portNumber For a cluster installation of Smart Reporting, enter: Name of the Load Balancer
   	PROTOCOL	https or http, based on your configuration.
   Smart IT	SMART_IT	SmartITServerName:portNumber, for example, SMART_IT_SERVER:8082
   BMC Helix Business Workflows (BWF)	SMART_APPS	The BWF host name. For a standalone installation of Smart Reporting, enter: hostName:portNumber For a cluster installation of Smart Reporting, enter: Name of the Load Balancer

7. Click Save.
8. Log in to the separate Smart Reporting Administration Console at http://RemedySmartReportingServerHostName:port/AdminConsole/#.

9. To update the SMART_IT, SMART_APPS, MIDTIER, and PROTOCOL values in the database, click Enable report sharing via URL on the Home page.

   Note

   Running the Enable report sharing via URL utility is a one-time activity. However, you must run this utility whenever you update the SMART_IT, SMART_APPS, MIDTIER, and PROTOCOL custom parameters.

To configure additional settings for Smart Reporting cross-launch when installed in a cluster

You must configure this setting to cross-launch from Smart Reporting to Mid Tier, and for the report Sharing option. When you click a record in a report, it should open the record in the Mid Tier.

1. Log in to Smart Reporting as the reporting super administrator user.
2. Select Administration > Configuration > (System) > General Settings.

3. 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.

   For updating the External Instance Base URL, go to the default org because this configuration is available only under the default org.

4. 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 Incident Management as an example. By following a similar procedure, you can cross-launch to other applications such as Change Management, Knowledge Management, and Work Order Management.

Smart Reporting is integrated with Smart IT 1.2 or later. If your Smart IT session is active and you cross-launch from 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

1. Log in to Smart Reporting as an administrator user.
2. Select Browse > Reports.

3. From the list of available reports, double-click Incident Details report.

   Note

   For additional steps, see defect SW00559872 in Known-and-corrected-issues.

4. On the right pane, from the available columns, click  expand next to the newly added calculated field, and select Format > Edit.
   
   
5. In the Column Formatting window, complete the following steps:
   1. In the Format field, select HTML Formatter.
   2. Disable the Remove HTML tags field.
      
      
   3. Click Save.
6. Remove and add the Incident Number Hyperlink field for the tickets to open in Smart IT as described in the following steps: 
   1. Click Expand next to the Incident Number Hyperlink field.
   2. Remove the Incident Number Hyperlink field by dragging it to the Filters list. 
   3. Click the Incident Details folder and drag the Incident Number Hyperlink field to the report columns. 
   4. Click Close.