BMC Remedy ITSM 9.1.02 PDF

BMC Software Confidential. BladeLogic Confidential.
BMC Remedy IT Service

Management Suite 9.1
Date: 30-Nov-2016 05:07

URL: https://docs.bmc.com/docs/display/itsm91/Home
Contents
Release notes and notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
BMC Remedy IT Service Management issues . . . . . . . . . . . . . . . . . . . . . . . 21
BMC Remedy AR System issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
BMC Atrium Core issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Accessibility (JAWS screen reading software) issues . . . . . . . . . . . . . . . . . 56
9.1.01: Service Pack 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Version 9.1.00 enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
BMC Remedy ITSM Suite enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . 61
BMC Remedy Smart Reporting enhancements . . . . . . . . . . . . . . . . . . . . . . 65
BMC IT Service Management Installation and upgrade enhancements . . . 65
BMC Remedy AR System enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . 65
BMC Atrium Core enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
BMC ITSM Process Designer enhancements . . . . . . . . . . . . . . . . . . . . . . . 66
BMC Remedy Smart Reporting for version 9.1.00 enhancements . . . . . . . . . . 66
Key features of BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . . 66
9.1.02: Service Pack 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Orientation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Products in the suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
User roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
BMC Service Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . 86
Value of knowledge base search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Understanding BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . 88
Quick start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Administrator links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
User links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Developer and Architect links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Getting started with BMC Remedy with Smart IT . . . . . . . . . . . . . . . . . . . . . . . 97
BMC Remedy IT Service Management Suite 9.1 Page 2 of 2047

Smart IT orientation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Smart IT quick start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Smart IT overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Smart IT user goals and features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Getting started with BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . 102
Introduction to BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . 102
Supported locales . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Reporting concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Where to start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Where to go from here . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Key concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Value paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
BMC Remedy ITSM Solution overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Core IT Service Management concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
ITIL and BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
How BMC Remedy Smart Reporting works . . . . . . . . . . . . . . . . . . . . . . . . 182
User goals and features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Use cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Calbro Services company example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
BMC Remedy Smart Reporting use cases . . . . . . . . . . . . . . . . . . . . . . . . . 189
Best practices for BMC Remedy ITSM suite . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Developing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Smart Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
System administration and configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
BMC Remedy security certification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
User permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Permission groups and application access . . . . . . . . . . . . . . . . . . . . . . . . 199
Support groups and data access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Functional roles and extended application access . . . . . . . . . . . . . . . . . . . 251

Deployment architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253
Component overview and integration diagrams . . . . . . . . . . . . . . . . . . . . . 254
Sizing and deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
High availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Disaster recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
BMC Remedy ITSM Process Designer deployment example . . . . . . . . . . 271
Secure deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Network information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Performance benchmarking and tuning . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Planning to upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Language information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Data language and display language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Configuring after installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Configuring BMC Remedy ITSM solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
Completing an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Synchronizing people information for BMC Remedy ITSM Suite . . . . . . . . 290
Enabling localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Using the multi-tenancy mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Configuring BMC Remedy AR System server for CAI . . . . . . . . . . . . . . . . 299
Generating a private server queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299
Configuring the default web path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Configuring the CAIPluginRegistry form . . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Configuring the BMC Remedy Notification Engine threads count . . . . . . . 301
Changing the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Customizing the out-of-the-box survey notification URL . . . . . . . . . . . . . . 302
Re-create fields for your customized join forms . . . . . . . . . . . . . . . . . . . . . 302
About installing Adobe Flash Player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 303
Adding a private queue port number for Software License Management . 303
Creating preference records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Configuring the appquery plugin for a private RPC server queue . . . . . . . 306
Configuring the environment for accessibility . . . . . . . . . . . . . . . . . . . . . . . 308
Configuring BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . 321
Configuring the Submitter mode for BMC Service Request Management . 322

Configuring the mid tier for BMC Service Request Management . . . . . . . . 322
Setting up JBoss to work with BMC Service Request Management . . . . . 323
Configuring BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . 324
Changing the application server host and port number in web services filters
for the BMC SLM Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Using application servers to support BMC SLM Collector installations . . . 325
Setting up JTS Compiler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Rebuilding request-based or availability service target data sources . . . . 328
Configuring BMC SLM dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
Creating unique names for BMC SLM service targets and service level
agreements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Configuring secure communication from a BMC SLM Collection Point . . . 330
Configuring projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Configuring Service Asset Lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Configuring Comprehensive Change and Release Management . . . . . . . 339
Configuring Service Catalog and Request Management . . . . . . . . . . . . . . 340
Configuring Service Desk Optimization . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Configuring Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Main configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Using the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . 344
Standard configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Custom configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Required Foundation configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
Optional custom Foundation configuration . . . . . . . . . . . . . . . . . . . . . . . . . 372
Configuring BMC Remedy ITSM applications . . . . . . . . . . . . . . . . . . . . . . . . . 705
Getting started with configuring applications . . . . . . . . . . . . . . . . . . . . . . . 705
Continuing with configuring applications . . . . . . . . . . . . . . . . . . . . . . . . . . 706
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 707
Configuring BMC Service Management Process Model . . . . . . . . . . . . . . . . . 707
Publishing BMC Service Management Process Model to your intranet . . . 707
Configuring BMC Remedy ITSM applications to access BMC Service
Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 708
Configuring BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . 709
Configuring the ARID plug-in and BMC Remedy ITSM Process Designer
runtime settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 709
Adding permissions to all users who require access to Process Designer 712

Managing task OLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714

Managing task assignment rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 717
Managing request SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 720
Managing notifications in Process Designer . . . . . . . . . . . . . . . . . . . . . . . . 724
Configuring business time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727
Managing task types and properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 727
Enabling auditing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 729
Configuring Process Tracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Setting Process Designer preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . 730
Configure access points for the Create And Manage Request action . . . . 731
Enabling support for ad hoc task . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 733
Manually setting the default currency field . . . . . . . . . . . . . . . . . . . . . . . . . . . 733
To manually set the currency field default . . . . . . . . . . . . . . . . . . . . . . . . . 734
Configuring BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . 734
Configuring BMC Remedy Smart Reporting installed on a distributed
environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735
Setting row-level security for Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 736
Setting row-level security for variables . . . . . . . . . . . . . . . . . . . . . . . . . . . . 738
Updating cross launch settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 739
Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742
Integrating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 742
Integration model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 743
Integration methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 743
Associating entries with configuration items . . . . . . . . . . . . . . . . . . . . . . . . 744
Work information creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 745
Creating a service request entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Mapping assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Web service function mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 746
Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 748
Sample code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
BMC Remedy ITSM integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
BMC Asset Management interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
BMC Change Management interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . 749
BMC Service Desk interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750
CAI plug-in interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 750

Integrating BMC Remedy ITSM with BMC Cloud Lifecycle Management . 750
Testing web services using soapUI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Acquiring the WSDL description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Creating a project in soapUI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 751
Modifying and submitting the web services request . . . . . . . . . . . . . . . . . . 752
Setting up a web services request to create an incident . . . . . . . . . . . . . . 753
Submitting and viewing response data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 756
Handling group assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 757
Adding more fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 757
Using Perl to create an incident . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 758
Using . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 760
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 760
Accessing and navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 760
Accessing the BMC Remedy ITSM Suite applications . . . . . . . . . . . . . . . . 760
Navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 761
Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 761
Application consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 765
Requester Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 766
Navigating consoles, forms, and modules . . . . . . . . . . . . . . . . . . . . . . . . . 767
Accessing and navigating the BMC Remedy Smart Reporting interface . . . . 770
Accessing BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . . . . . 771
Navigating the BMC Remedy Smart Reporting interface . . . . . . . . . . . . . . 771
IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 775
IT Home page and its functional areas . . . . . . . . . . . . . . . . . . . . . . . . . . . . 776
Configuring the IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777
Customizing and using the IT Home page video . . . . . . . . . . . . . . . . . . . . 779
Icons used in the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 779
User interface standards for field labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 780
Performing common Foundation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 780
Searching for information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 781
Modifying information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 781
Deleting information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 782
Using Global search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 783
To use Global search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 783
Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 784
Special characters and boolean expressions in Global search . . . . . . . . . 784

Global search indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 786

Using search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 795
Methods of searching records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 795
Managing custom searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 795
Searching all records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 797
Searching all records from a hub server . . . . . . . . . . . . . . . . . . . . . . . . . . . 798
Using flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799
Using the KPI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 799
Using ROI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 801
Viewing and displaying data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 802
Work information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 804
Working with BIRT and Crystal reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 805
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 805
Generating a standard report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 806
Using qualifications to generate a report . . . . . . . . . . . . . . . . . . . . . . . . . . 807
Using advanced qualifications to generate a report . . . . . . . . . . . . . . . . . . 808
Using BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 809
Accessing BMC Remedy Smart Reporting content . . . . . . . . . . . . . . . . . . 810
Designing the BMC Remedy Smart Reporting dashboard . . . . . . . . . . . . . 824
Creating a custom report using BMC Remedy Smart Reporting . . . . . . . . 859
Out-of-the-box reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1090
Out-of-the-box reporting dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1097
Out-of-the-box Service Dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1099
Collaborating with BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . 1100
Storyboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1107
Working with a timeline feed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1127
Accessing and managing your favorite content . . . . . . . . . . . . . . . . . . . . 1137
Viewing and managing subscriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1138
Connecting with other users in BMC Remedy Smart Reporting . . . . . . . 1138
Working with Discussions in BMC Remedy Smart Reporting . . . . . . . . . 1140
Customizing your BMC Remedy Smart Reporting user profile . . . . . . . . 1148
Viewing report and comment notifications . . . . . . . . . . . . . . . . . . . . . . . . 1150
Setting the locale and time zone for BMC Remedy Smart Reporting . . . 1150
Best practices for using BMC Remedy Smart Reporting . . . . . . . . . . . . . 1151
Report approval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152

GeoPacks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1156
Using BMC Atrium Service Context . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1159
To open the Service Context Summary window from a console . . . . . . . 1161
To open the Service Context Summary window from the record . . . . . . . 1161
Interpreting the information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1161
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1162
Using social collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1162
Chat integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1162
RSS feeds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
Twitter integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
Using chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
Subscribing to RSS feeds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1171
Receiving BMC Remedy ITSM broadcasts on Twitter . . . . . . . . . . . . . . . 1171
Working with broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1172
Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1172
Viewing broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174
Controlling the timing of broadcast pop-up messages . . . . . . . . . . . . . . . 1174
Changing a process name in BMC Service Management Process Model . . 1176
BMC Remedy Single Sign-On double authentication . . . . . . . . . . . . . . . . . . 1177
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177
Administering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177
BMC Remedy ITSM data access model . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Data access model features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Data access permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
Row-level security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1179
Hierarchical groups: Using a parent group for permission inheritance . . . 1182
Data access model enhancements in BMC Remedy ITSM 9.1 . . . . . . . . 1186
Data access model in BMC Remedy ITSM 9.1.02 . . . . . . . . . . . . . . . . . . . . 1190
Data access model features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1190
Data access permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1191
Post upgrade changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1192
Row-level security 9.1.02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1192
Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1196
Searching for Data Management Information . . . . . . . . . . . . . . . . . . . . . . 1197
......................................................... 1197

Introduction to the Data Management component . . . . . . . . . . . . . . . . . . 1197

......................................................... 1200
Job-based framework terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1200
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1200
Getting started with Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . 1201
Configuring Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1231
Populating the dataload spreadsheets . . . . . . . . . . . . . . . . . . . . . . . . . . . 1244
Spreadsheet usage tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1304
Working with dataload jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1319
Using the data wizard to modify data . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1360
Managing customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1378
Onboarding Foundation and Assignment data . . . . . . . . . . . . . . . . . . . . . 1419
Running the Configuration Check Utility for UDM . . . . . . . . . . . . . . . . . . 1474
Simplified Transactional CI spreadsheet . . . . . . . . . . . . . . . . . . . . . . . . . 1486
Other administering tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1487
Related topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1487
Working with BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . 1487
Accessing BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . 1488
BMC Remedy ITSM Process Designer interface . . . . . . . . . . . . . . . . . . . 1488
Creating application users in BMC Remedy ITSM Process Designer . . . 1492
Localizing BMC Remedy ITSM Process Designer field labels . . . . . . . . . 1493
Importing and exporting process templates . . . . . . . . . . . . . . . . . . . . . . . 1494
Managing processes with BMC Remedy ITSM Process Designer . . . . . 1499
Best Practices in BMC Remedy ITSM Process Designer . . . . . . . . . . . . 1548
Frequently Asked Questions on BMC Remedy ITSM Process Designer . 1560
Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1569
Archiving implemented from BMC Remedy AR System . . . . . . . . . . . . . 1571
Archiving benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1571
Lifecycle of an archived record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1571
Archiving FAQs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1571
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1579
Archiving architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1579
Managing the Archiving process policies . . . . . . . . . . . . . . . . . . . . . . . . . 1586
Preventing a record from being archived . . . . . . . . . . . . . . . . . . . . . . . . . 1592
Creating new views in BMC Remedy Smart Reporting for archived forms 1593
Onboarding users and importing content in BMC Remedy Smart Reporting 1595

Scenarios and options for user onboarding and content import . . . . . . . . 1596
Multitenancy and data security in BMC Remedy Smart Reporting . . . . . 1597
End-to-end-tasks for user onboarding and content import . . . . . . . . . . . . 1597
Videos on user onboarding and content import . . . . . . . . . . . . . . . . . . . . 1598
Where to go from here . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1600
Related topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1600
Configuring the onboarding and content import link for secured login . . . 1600
Overview of the user onboarding process . . . . . . . . . . . . . . . . . . . . . . . . 1602
Importing out-of-the-box content in BMC Remedy Smart Reporting . . . . 1621
Configuring BMC Remedy Mid Tier to access BMC Remedy Smart Reporting
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1624
Verifying successful user onboarding and content import . . . . . . . . . . . . 1625
Offboarding users and clearing the database in BMC Remedy Smart
Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1626
Administering BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . . . 1627
BMC Remedy Smart Reporting administration console . . . . . . . . . . . . . . 1627
Enabling broadcasting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1785
Optimizing BMC Remedy Smart Reporting performance . . . . . . . . . . . . . 1789
Creating Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1794
Rebranding BMC Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . . 1810
Updating view references in out-of-the-box reports to custom views . . . . 1815
Updating BMC Remedy Smart Reporting data source connection password .
1816
Configuring BMC Remedy Smart Reporting log settings . . . . . . . . . . . . . 1817
Automatically synchronizing BMC Remedy AR System users to BMC
Remedy Smart Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1818
Changing the BMC Remedy Smart Reporting super admin password . . 1820
Adding a new BMC Remedy Smart Reporting administrator . . . . . . . . . . 1821
Out of the box audit dashboards and reports . . . . . . . . . . . . . . . . . . . . . . 1821
Setting up audit reports in BMC Remedy Smart Reporting . . . . . . . . . . . 1823
Registering and authenticating BMC Remedy ITSM application . . . . . . . . . . 1825
To register and authenticate BMC Remedy ITSM . . . . . . . . . . . . . . . . . . 1825
To edit registration and authentication information . . . . . . . . . . . . . . . . . 1827
Where to go from here . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1828
Subscribing to DLP Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1828
Subscribe to DLP events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1828

Map operational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1829

Developing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1830
Customization designs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1831
Avoiding latency issues by using service calls . . . . . . . . . . . . . . . . . . . . . 1832
Extensibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1832
Code reuse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1833
BMC Remedy AR System platform leverage . . . . . . . . . . . . . . . . . . . . . . 1833
Server and client performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1834
Internationalization support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1838
Business logic objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1839
User interface objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1849
Message IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1859
Flashboards data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1859
Reports data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1861
Naming applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1862
Workflow coding style . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1862
Customizing BMC Service Management Process Model . . . . . . . . . . . . . . . 1864
Working with diagrams in BMC Service Management Process Model . . 1864
Changing text in diagrams in BMC Service Management Process Model 1870
Changing the interface elements in BMC Service Management Process Model
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1876
Changing the HTML frames page files in BMC Service Management Process
Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1879
Configuring the CSS for Section 508 compliance in BMC Service
Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1879
Special HTML characters and tags in BMC Service Management Process
Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1880
Customizing BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . . . 1881
Customizing BMC Remedy ITSM applications using overlays . . . . . . . . . 1882
Workflow change guidelines for BMC Remedy OnDemand and BMC Remedy
ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1885
User interface change guidelines for BMC Remedy OnDemand and BMC
Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1886
Forms change guidelines for BMC Remedy OnDemand and BMC Remedy
ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1888

Administration change guidelines for BMC Remedy OnDemand and BMC

Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1889
BMC Remedy OnDemand and BMC Remedy ITSM customizations . . . . 1890
Extending the Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1906
Configuration forms used when extending the Overview console . . . . . . 1907
Adding a column to the Overview console . . . . . . . . . . . . . . . . . . . . . . . . 1909
Adding requests to existing Overview console columns . . . . . . . . . . . . . 1914
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1920
Troubleshooting BMC Remedy Action Request System components . . . . . 1920
Troubleshooting BMC Atrium Service Context . . . . . . . . . . . . . . . . . . . . . . . 1922
To verify that the BMC Atrium Web Services Registry is properly configured .
1923
To verify the Web Services are registered correctly in the UDDI . . . . . . . 1923
To verify that the Adapter is published in the UDDI Registry . . . . . . . . . . 1924
To configure BMC Atrium Single Sign-On if the IT Service Management
attributes are not displayed . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1924
Troubleshooting the Hub and Spoke capability . . . . . . . . . . . . . . . . . . . . . . . 1926
Specified plug-in does not exist, DSO.FILTERCONFIGURATION . . . . . 1926
Hub and spoke registration form does not auto-populate with data . . . . . 1926
AR System Key Map contains no records for the hub or spoke servers . 1926
HTTPS warning message in browser (ARWARN 9508) . . . . . . . . . . . . . 1927
Troubleshooting server group settings required for BMC SLM and Collectors . . .
1927
Problem (Microsoft Windows and UNIX) . . . . . . . . . . . . . . . . . . . . . . . . . 1927
Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1928
To re-evaluate BRIE errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1928
To update the server group configuration . . . . . . . . . . . . . . . . . . . . . . . . . 1930
Troubleshooting the installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1931
Troubleshooting unreconciled records . . . . . . . . . . . . . . . . . . . . . . . . . . . 1932
Installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1933
Resolving errors with default currency settings . . . . . . . . . . . . . . . . . . . . 1933
Manually registering application plug-ins . . . . . . . . . . . . . . . . . . . . . . . . . 1934
Product extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1938
Encrypting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1940
Troubleshooting Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1941
System messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1941

Troubleshooting data loads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1941

Troubleshooting validation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1943
Troubleshooting validation and promotion . . . . . . . . . . . . . . . . . . . . . . . . 1944
Troubleshooting data wizard counts and updates . . . . . . . . . . . . . . . . . . 1945
Troubleshooting the multi-tenancy update . . . . . . . . . . . . . . . . . . . . . . . . . . 1946
To troubleshoot the multi-tenancy update . . . . . . . . . . . . . . . . . . . . . . . . 1947
Troubleshooting Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1948
Cannot see the Process Designer entries in the Application List . . . . . . . 1948
Issues with the ARID plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1948
Troubleshooting Process Designer installation . . . . . . . . . . . . . . . . . . . . 1949
Internet Proxy Server connection errors in Process Designer . . . . . . . . . 1949
Launching Process Designer client in Internet Explorer . . . . . . . . . . . . . . 1950
Troubleshooting the Archiving process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1950
Records are not being moved to the archive . . . . . . . . . . . . . . . . . . . . . . 1950
Archive process is running very slowly . . . . . . . . . . . . . . . . . . . . . . . . . . . 1951
Troubleshooting the Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1951
Incident request and Change request records not displayed . . . . . . . . . . 1951
Working with error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1951
Data Management error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1952
Working with logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1994
Viewing installation and uninstallation logs . . . . . . . . . . . . . . . . . . . . . . . 1994
Contents of the logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1996
Searching in the log viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1999
Collecting diagnostics in a zip file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2001
Viewing the Log Zipper output file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2002
Enabling Process Designer logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2003
BMC Remedy ITSM Maintenance tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2004
Collect and view logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2004
Perform a health check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2005
Encrypt passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2005
Other BMC Remedy ITSM Suite Maintenance tools . . . . . . . . . . . . . . . . 2005
Troubleshooting issues for BMC Remedy Smart Reporting user sync utility 2006
BMC Remedy Smart Reporting users are not being synced . . . . . . . . . . 2006
User sync job completed with errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2007
FAQs and additional resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2007
Frequently asked questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2007

Additional resources from BMC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2012

Other useful sites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2012
Frequently asked questions for BMC Remedy Smart Reporting . . . . . . . . . . 2012
Installation and deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2013
BMC Remedy Smart Reporting customizations . . . . . . . . . . . . . . . . . . . . 2014
BMC Remedy Smart Reporting charts, report designer, and self service 2015
BMC Remedy Smart Reporting licensing . . . . . . . . . . . . . . . . . . . . . . . . . 2017
Convergence of Reporting Technologies (BIRT, D&A, Smart IT) . . . . . . 2017
BMC Remedy Smart Reporting compatibility, localization, and training . 2018
Frequently asked questions on BMC Remedy ITSM Data Access Model . . 2019
Support information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2020
Contacting Customer Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2020
Support status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2020
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2021

BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite) provides out of-the-box IT
Information Library (ITIL) service support functionality. BMC Remedy ITSM Suite streamlines and
automates the processes around IT service desk, asset management, and change management
operations. It also enables you to link your business services to your IT infrastructure to help you
manage the impact of technology changes on business and business changes on technology — in
real time and into the future. In addition, you can understand and optimize the user experience,
balance current and future infrastructure investments, and view potential impact on the business by
using a real-time service model.
Release notes and notices (see page 16)
Getting started (see page 74)

Quick start (see page 95)
Planning (see page 190)

Installing (see page 288)
Upgrading (see page 742)
Troubleshooting (see page 1920)
Using (see page 760)
Administering (see page 1177)
Developing (see page 1830)
Integrating (see page 742)
Using BMC Remedy Smart Reporting (see page 809)

FAQs and additional resources (see page 2007)
Release notes and notices

This section provides information about what is new or changed in this space, including information
on any urgent issues, documentation updates, service packs, and patches when they are available.

Classic view no longer supported in BMC Remedy ITSM
As announced earlier, Classic Views are no longer supported in versions 9.0 and later of
BMC Remedy ITSM and its applications. The Classic Views and its settings were
included in version 9.0 to help customers transition to BMC Remedy with Smart IT or the
Best Practice views.
Starting with Service Pack 1 for version 9.0, the preferences set at Company, Support
Group or Individual level to use the Classic View are no longer applicable. For more
information about the end of life of the Classic View forms, see earlier BMC Remedy
ITSM product announcements available at Product announcements for BMC Remedy IT
Service Management Suite .
Tip
To stay informed of changes to this space, place a watch on this page.
Related topics
Known and corrected issues (see page 20)
BMC Remedy ITSM Suite 9.1 Deployment release notes (installation and upgrade)
BMC Remedy Asset Management 9.1 release notes
BMC Change Management 9.1 release notes
BMC Service Desk 9.1 release notes
BMC Knowledge Management 9.1 release notes
BMC Atrium Core 9.1 Release notes and notices
BMC Service Request Management 9.1 Release notes and notices
BMC Service Level Management 9.1 Release notes and notices
Date Title Summary

Date Title Summary
December 9.1.02: Service Pack Enhancements in this release:

5, 2016 2 (see page 70)
Enhancements to define support group configuration for assignment
Support to provide ticket data access at support group and company level
Enhancements to change automation
Support to integrate BMC Remedy ITSM with DLP feature in Microsoft Office 365
Addition of new reports in BMC Remedy Smart Reporting to analyze security risks
New features and enhanced security for BMC Remedy Single Sign-On (BMC
Remedy SSO)
December 1.5.01 enhancements Enhancements available in this release are:

5, 2016
Support for Decision tree knowledge articles
Capability to replace a broken asset in the field
Console preset filter enhancements
Support for automated change requests and tasks
Ticket access enhancements
Categorization enhancements
Date and time display format enhancements
Enhancements to recommended ticket templates
Custom status reason enhancements
Support for Data Compliance
Integration with BMC Client Management
Affected asset and affected services for incident ticket enhancements
Enhancements to the change request and knowledge article approval pane
June 23, 9.1.01: Service Pack Enhancements in this release:

2016 1 (see page 57)
Enhancements to define support groups to display in the assignment menus
Support for BMC Remedy Single Sign-On Double Authentication
Support for hierarchical groups in Data Management and Onboarding Wizard
Decoupling reconciliation activity
KCS enhancements for BMC Knowledge Management
Support for registration of View forms using BMC Knowledge Management
Registration Wizard
Enhancements to the Decision Tree implementation in BMC Service Desk
Enhancements to the Change Approval processes in BMC Change Management
June 23, 1.5.00 enhancements Smart IT 1.5 introduces several enhancements:

2016
High availability enhancement
Support for task sequencing
Usability enhancements
Security enhancements
Mobile enhancements
Support for the Hebrew locale
Include or exclude customer and contact name from the ticket title and description in
Smart Recorder
Enhancements to the Knowledge-Centered Support (KCS) feature
In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 is the
minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier
continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.

Date Title Summary
May 17, Smart IT 1.4 Performance information is now available for Smart IT 1.4.
2016 performance
April 07, Documentation Videos on user onboarding and content import in BMC Remedy Smart Reporting (see page
2016 enhancement 1598) are now available.
February Documentation
26, 2016 enhancements Enhanced information is now available for accessing and navigating the BMC
Remedy Smart Reporting interface (see page 770).
Streamlined, usecase based documentation is now available for the following BMC
Remedy Smart Reporting features:
Timeline (see page 1127)
Favorites (see page 1137)
Subscriptions (see page 1138)
Connections (see page 1138)
Discussions (see page 1140)
Settings (see page 1148)
February 1.4.00 enhancements Smart IT 1.4 introduces several enhancements:

24, 2016
New Asset Management capabilities, including:
Asset Console for locating and managing assets
Create and update assets
Grouped assets and additional asset types
Smart receiving from mobile devices
Customization of the Asset View
Visual CI explorer
Create an incident, work order, or change request from an asset
Relate an asset to another asset
Enable or disable application modules for phased roll out
Add new customer from Smart Recorder
Add approvers to change requests
Apple Watch support
Upgrade enhancements
December Version 9.1.00 (see Enhancements available in this release:

22, 2015 page 61)
BMC Remedy Smart Reporting for version 9.1.00 enhancements (see page 66)
Enhancements to ITSM data access model (see page 1186)
Foundation data onboarding for multiple companies with validation (see page 1418)
Merge company or support group data using data wizard (see page 1374)
KCS support in BMC Knowledge Management
Enhanced search relevancy in BMC Knowledge Management
BMC Remedy ITSM installation and upgrade 9.1.00 enhancement
Deployment Application for migrations
BMC Remedy Service Level Management data archiving

Date Title Summary
December Service Pack 1 for Enhancements available in this release:

18, 2015 version 1.3 of BMC
Remedy with Smart Functionality to support Knowledge-Centered Support (KCS) framework
IT Support for BMC Remedy ITSM 9.1 enhancements
Upgrade directly to Smart IT 1.3.01 from version 1.2.00
User experience enhancements
Accessibility enhancement
Support for Microsoft Edge browser
Note: BMC Remedy ITSM version 9.1.00 is compatible with Service Pack 1 for version 1.3
of BMC Remedy with Smart IT. It does not support earlier versions of Smart IT.
Known and corrected issues
This topic describes known and corrected issues related to functionality in the BMC
Remedy IT Service Management Suite and related products. For installation and upgrade
issues, see Known and corrected issues in the BMC Remedy ITSM Deployment space.
Notes
Version numbers are given in the format MajorRelease.MinorRelease.ServicePack.

Patch. For example, 8.2.04.001 is patch 1 for service pack 4 of minor release 8.2.
To search for issues corrected in a specific release, service pack, or patch, use the
Corrected in drop down. An issue with no version number in the Corrected in
column remains open.
To perform a custom search on a specific issue number or description, type the
text in the Issue ID or the Description text boxes.
To sort the table, click on the column heading.
To view the table in full-screen mode, press the F key. To exit the full screen
mode, press the Esc key.
The following topics are discussed:

Related topics
Where to find more information
Browser problems when using Online Technical Documentation portal
Troubleshooting (see page 1920)
Release notes and notices (see page 16)
By default, the issues in the following tables are sorted so that the corrected issues appear first.To
locate specific known and corrected issues, perform either of the following actions:
Type a character string in one or more of the following boxes to filter the list of defects. For
example, to restrict the list to issues that affect only the Application Management Console,
start typing console in the Component box.
Click any column heading to sort this table or change sort direction.
BMC Remedy IT Service Management issues

Click the Defect ID column heading to sort this table or to change the sort direction
Issue ID Application Description Affected Corrected

or module versions in


SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and 9.1.01
Remedy configured for BMC Remedy AR System, clicking the Approve,
SW00510505 ITSM Reject, or Hold options in Approval Central two dialog boxes are
displayed: the credential sign in window and the double
SW00510913
authentication dialog box.
The following issues have been observed
The Reopen button on the authentication dialog box multiple

times will open multiple sign in dialog boxes.
Workaround : Click Reopen on the authentication dialog box
only if no sign-in dialog box is already open.
When using Microsoft Internet Explorer version 11, the
authentication window is displayed on top of the sign-in dialog
box.
Workaroud: Click on the sign-in window to enter your
credentials and proceed with the approval process.
When BMC Remedy Single-Sign On is enabled for BMC
Asset Management, approvals initiated by clicking the the
Approve, Reject, Hold or Adhoc options on the Approval
Details form invoked by clicking the Approvals link on the
Purchasing Console are not processed. The BMC RSSO
authentication dialog box remains open even after entering
valid credentials.
Workaround: Open the Approval Details form from Approval
Central (Applications > Quick Links > Approval Central)
instead of the Purchase Request form.
SW00506700 BMC When BMC Remedy Single-Sign On (RSSO) is installed and

Remedy configured for BMC Remedy AR System, clicking the Approve,
ITSM Reject, or Hold options in Approval Central two dialog boxes are
displayed: the credential sign in dialog box and the double
SW00494402 BMC Service When you change the sequence of multiple milestone actions 9.1.00,
Level associated with a service target (SVT) by using the Up or Down 9.1.01
Management button, save the changes, and reopen the SVT, the system displays
an error message. The actions whose sequence is changed are
deleted from the Milestones tab.
Workaround:
Instead of using the Up or Down button to change the sequence of
milestone actions, adjust the sequence by manually deleting and
adding the appropriate actions after reopening the SVT. The
Milestones tab displays the updated sequence of actions.


SW00509868 BMC On the Approval Central form, when a user approves the request
Remedy from the 3-way join form, the following error is displayed in the log
ITSM since the password value is sent as a text value.
(RSSO) Error while decrypting password in

ConfirmPasswordProcessEvaluator for RSSO
authenticationjavax.crypto.
IllegalBlockSizeException: last block incomplete
in decryption
Workaround: Ignore this error from the log file.
SW00506879, BMC If duplicate and invalid entries with the same parent group, support 9.1.00 9.1.01
SW00506878 Remedy group, or permission group ID exist in the CTM:SYS-Access
ITSM Permission Grps or Group form, you may encounter an error
when upgrading BMC Remedy IT Service Management to a higher
version, and the upgrade may fail due to the invalid and duplicate
entries. To prevent the upgrade failure, BMC recommends you to:
Run the BMC Remedy Configuration Check utility before

upgrade which verifies whether any duplicate and invalid
entries exist in the CTM:SYS-Access Permission Grps
or Group form.
If duplicate and invalid entries exist in the CTM:SYS-Access
Permission Grps or Group form, correct or delete them.
For details see, BMC Remedy ITSM checks.
SW00499748 BMC The work info email does not get sent if you use lower case prefix in 9.1.00
Remedy the subject line of the email when updating an incident using RBE.
ITSM Also, no error is displayed about this failure.
Workaround:
In the RBE:Rule form, add the following Rule Qualification for the
Incident Add Worklog rule:
('Subject' LIKE "RE:%") AND ('Subject' LIKE "%

INC%")OR(('Subject' LIKE "%inc%")


SW00499853 Data When you create support groups using the Unified Data 9.1.00
Management Management (UDM) (Data Management > Spreadsheet
Management >Spreadsheet Type >BMC template) and import them
into ITSM, these support groups are not automatically available for
assignments.
For example, create support groups for Invention Inc. using the
UDM. If you select Invention Inc. as a contact/location company
while creating/modifying a ticket, the assignment menus do not
display the support groups of Invention Inc.
Workaround
For making these support groups (created using the UDM) available
for assignments, you must include them to the company they belong
to.
In the example below, let us include the support groups (created

using the UDM) to Invention Inc.
1. From the Application Administration Console >

Foundation > Advanced Options > Support Group
Assignment Configuration > Configure Assignment Groups for
a Service Company > Support Company drop-down list,
select Invention Inc. This displays the list of support groups
associated with Invention Inc.
2. From the Service Company Assignment Support Groups drop-
down list on the Configure Assignment Groups for a Service
Company form, select Invention Inc.
3. Select the required support groups (displayed on the left) and
click . The selected support groups are added to

Invention Inc. and are available for assignments.
SW00498505 BMC The default values of Boost Use Relevancy and Boost View 9.0.00, 9.1.00
Knowledge Relevancy fields are incorrect. As a result the search boost value of 8.1.00,
Management articles that are viewed are used more times is excessively large. 8.0.00,
This results in irrelevant articles being listed in the top of search 7.6.04
results, and more relevant articles that are not viewed or used
excessively being listed lower in the search results.
The default values of these fields are updated to improve search

result relevancy. For more information, see Relevancy section in the
BMC Knowledge Management online documentation.
SW00495422 Data When you try to update a people record using the People 9.0.01 9.1.00
Management spreadsheet, if you set Unrestricted access to Yes, the Group list
gets overwritten with Unrestricted Access permission.
SW00498193 Foundation For a change request, the 112 value of an associated task is not 9.1.00
updated when you update the Coordinator, Manager, or Requested
for details.


SW00497353 Data In Data Management, when you use the Data Wizard and select the 9.1.00
Management option for merging target value for company merge, then if you
select a company from the Merge into this company section, you get
the following error:
The specified menu is invalid. (ARERR 9372)
SW00497840 Data When you try to merge Company or Support Group data, you get the
Management following error:
552: "The SQL database operation failed.", "ORA-

00933: SQL command not properly ended.
SW00497865 Data In Data Management, when you try to merge Support Group data, 9.1.00
Management when no other Count or Update operation is in progress, you get the
ARERR 45457 error. An error message similar to the following error
is displayed:
An other Count/Update action with the Data Wizard

started at 10/26/2015 1:16:51 AM is currently
being performed.
Only one Count/Update action can be performed at
any given time. (ARERR 45457)
SW00497978 Data In Data Management, when you run the Count operation in Data 9.1.00
Management Wizard, the operation remains does not complete, and the status of
all target objects remains Pending.
SW00498045 Data After you merge two companies by using the Data Wizard in Data 9.1.00
Management Management, users from the merged companies cannot select
support group values from dropdown lists such as Assignee Group,
Owner Group, and so on.
SW00498142 Data Using the Data Wizard, when you merge the support group 9.1.00
Management belonging to one company into support group of another company,
the support group data of the merged company is not properly
associated with people record.
SW00497460 Data When you try to merge support group belonging to the same 9.1.00
Management company, the link for Application Maintenance Console is not
available.
SW00488024 BMC Service When you create a change request to attach a service target for the 9.0.00,
Level CHG:Infrastructure Change form, the SLM Data Visualization Field 9.1.00
Management widget does not display the SVT due date under SLM Status.
However, when you click the SLM Data Visualization Field, the SLM:
Integration Dialog form opens and displays the correct SVT due date
values.


SW00466428 BMC Service After you install BMC Service Level Management, the views of the 8.1.00
SW00455335 Level following forms do not display the German language characters 8.1.01,
SW00455523 Management correctly: 9.0.00,
SLM:ServiceTarget 9.1.00
SLM:SLADefinition
SLM:DashboardSLMgr https://docs.bmc.com/docs/pages
/editpage.action?pageId=526246689
SW00472524 BMC Service When you attach a service target to the HPD:Help Desk, CHG: 8.1.01,
Level Infrastructure Change, SRM:Request, or the WOI:WorkOrder data 9.0.00,
Management sources and if the service target due date is breached, due to a 9.1.00
direct SQL command from the filter corresponding to the data source
involved, only the application record SLM Status field is updated to a
breached status. The Last Modified By or Last Modified Date fields
are not updated.
SW00418630 BMC Service When you define service targets while configuring templates for 8.1.00,
Level milestones, export these service targets to create an .arx file, and 9.0.00,
Management import this .arx file from the source SLM server to the target SLM 9.1.00
server, the import fails because of unique index violations.
Workaround: For more information, see KA288979.
SW00407896 BMC Service When you update a new CI Unavailability record and if the Terms 8.1.00,
Level and Conditions of the service targets no longer apply, the detach 9.0.00,
Management feature does not remove the service target from the request. 9.1.00
Workaround: For more information, see KA413254.
SW00496940 BMC When you create a process using other Requests forms such as 9.1.00
Remedy AAS:Activity, then the child user can view all the support groups in
Process the in Assignment tab of tasks.
Designer
SW00496942 BMC If a process has a first set outcome task and subprocess tasks, then 9.1.00
Remedy both the tasks execute simultaneously instead of one after the other.
Process
Designer
SW00496947 BMC The non users of BMC Remedy Process Designer not having 9.1.00
Remedy administrator rights are able to access the PD ABYD Template forms
Process and make changes to the process.
Designer
SW00497890 BMC The ABYD:Console Logging does not display any search results in 9.0.00,
Remedy the Configuration tab on the Process Designer Configuration form. 9.1.00
Process
Designer
SW00461292 BMC Process Tracker ignores the "Maintain Layout in Process Tracker" 8.3.03,
Remedy setting when using it for processes that have sub processes. 8.3.04,
Process 9.1.00
Workaround:
Designer
Currently no workaround is available for this issue.


SW00461293 BMC Sub-Processes display multiple dependency lines in the Process 8.3.03,
Remedy Tracker. 8.3.04,
Process 9.1.00
Workaround:
Designer
Ignore the multiple dependency lines.
SW00435120 BMC An error occurs when you create a Purchase Line Item if you use the 8.3.03,
Remedy value of a process field as the value of the Price field. An error is 8.3.04,
Process reported in the log file as follows: 9.1.00
Designer
ERROR (986): Currency fields cannot be used for
grouping
Workaround:
Use an explicit value instead of the process field value for the
corresponding product.
SW00435136 BMC An error occurs when you create a Work Order if you use the value 8.3.03,
Remedy of a process field as the value of the Request Assignee - Support 8.3.04,
Process Group field on the Work Order form. 9.1.00
Designer
Workaround:
Use explicit support groups within the action.
SW00433675 BMC The Go-Back functionality in the Process Wizard does not work if the 8.3.03,
Remedy previous task was an auto-complete task. 8.3.04,
Process 9.1.00
Workaround:
Designer
Make sure that you use the Go-Back functionality only in a step that
follows an auto-complete task.
SW00434614 BMC When you create a Work Order from a Service Request by using the 8.3.03,
Remedy Create New Request action, updates to the Work Info or Activities 8.3.04,
Process log in the Work Order are not reflected in the Service Request. 9.1.00
Designer
Workaround:
Manually update the Work Info or Activities log in the Service

Request and Service Request information when either is updated.
SW00435137 BMC Check box field type is not populated by using the Set Field action. 8.3.03,
Remedy 8.3.04,
Workaround:
Process 9.1.00
Designer Use either character or integer type.
SW00435305 BMC When you update the Date or Time field by using the Update Parent 8.3.03,
Remedy Request action, an incorrect value is set. 8.3.04,
Process 9.1.00
Workaround:
Designer
Do not use the Update Parent Request action to update Date or Time
fields.


SW00441865 BMC The following issues appear in the French locale of BMC Remedy 8.3.03,
Remedy ITSM Process Designer in French: 8.3.04,
Process 9.1.00
Designer The Email Address field is not enabled after you select the
defined email address.
Few buttons are not shown completely within some forms.
Some text is not translated to French.
Workaround:
Truncated buttons work as designed.

Ignore text that is not translated to French.
SW00444736 BMC An error occurs if you create a task that uses the Set Field and 8.3.03,
Remedy Update Request actions to copy a date value from a request to a 8.3.04,
Process Date type field in a process. 9.1.00
Designer
Workaround:
Use the Date/Time process field type. This is applicable for date
values too.
SW00441463 BMC If you use a colon in the name of the export file, BMC Remedy ITSM 8.3.03,
Remedy Process Designer creates an empty file. No error message about 8.3.04,
Process invalid characters is displayed. 9.1.00
Designer
Workaround:
Do not use a colon in the file name of the exported file.
SW00435121 BMC You cannot use a particular dynamic menu for more than one field in 8.3.03,
Remedy a process. 8.3.04,
Process 9.1.00
Workaround:
Designer
To use dynamic menus in a process, create a separate menu for

each field.
SW00435116 BMC When you use process fields for the Creation ID and License Type 8.3.04,
Remedy fields, the field values are not populated when you create a new 9.1.00
Process request by using the Create New Request action.
Designer
Workaround
Manually populate the actual values.
SW00485500 BMC Previously installed integration component is not detected when 9.1.00
Remedy upgrading BMC Remedy ITSM Process Designer from version
Process 8.3.02 or 8.3.03 to current version
Designer
Workaround
When performing the upgrade select all previously installed

integration components.
SW00485598 BMC BMC Remedy ITSM Process Designer rerun does not support 9.0.00,
Remedy additional locales selection if you are using BMC IT Service 9.1.00
Process Management and BMC Service Request Management of versions
Designer prior to 9.0


SW00486544 BMC When using midtier on a computer installed with Java version 8, the 9.0.00,
Remedy following behavior is observed: 9.1.00
Process
Designer The outcome labels, of the dependency links for the
corresponding decision task, appear overlapped, when
viewing the process in the process tracker.
SW00486556 BMC If you have installed the BMC Remedy ITSM Process Designer client 9.0.00,
Remedy on a computer installed with Java version 8 (irrespective of the Java 9.1.00
Process version installed on server or midtier), then you cannot select a
Designer preferred layout for any process, as the Layout option is unavailable.
SW00486532 BMC The Process Layout displayed on BMC Remedy ITSM Process 9.0.00,
Remedy Designer client is not same as the layout displayed in Process 9.1.00
Process Tracker. Layout displayed in Process Tracker appears as a mirror
Designer image of the layout in the BMC Remedy ITSM Process Designer
client.
SW00486235 BMC During creating a new process request, if you change the request 9.0.00,
Remedy type, all the fields are cleared. If you click Cancel during the first step 9.1.00
Process and try to save the process, an error message is displayed
Designer requesting you to enter values for required fields. However, if you
click Next, leaving all the fields blank, then null values are saved
even after you click Cancel.
SW00482766 BMC Process Designer Label with more than 20 characters in a single 9.0.00,
Remedy string is not displayed in the Process Tracker. 9.1.00
Process
Designer
SW00488250 BMC When creating a Service Request Definition (SRD) using Process 9.0.00,
Remedy Designer with SRD Type selected as Quick Launch, and after you 9.1.00
Process submit the request, the following error message is displayed on
Designer Request Entry console in BMC Service Request Management
application:
No URL Specified for Service Request Definition,

please contact your admin. (ARERR 45382)
Workaround:
When creating SRD using Process Designer, select SRD Type as

Standard.
SW00453428 Data When uploading the Change_Process_Setup spreadsheet with the 8.1.00 9.1.00
Management Data Management Console, the worksheet for Change Template 9.0.00
Support Group Assoc consistently fails during validation.
SW00469300 Data In the Onboarding Wizard, when you click on a step before the data 8.1.02
Management in the table for the previous step is loaded, a caught exception error
is displayed.
To troubleshoot
You must wait for the data from the previous step to loaded before
you click the next step. In case the error is displayed click OK in the
error dialog box.


SW00464346 Data BMC Asset Management lets you save Transactional CI 8.1.00,
Management records with invalid categorizations, however, the Data 9.1.00
Management component will not import Transactional
CI that do not have valid categorization types. The
behavior between BMC Asset Management and Data
Management is inconsistent.
SW00482614 Deployment In the AR System Deployment Management Console, when you 9.0.00,
Management import a zipped file containing form data which is not present on the 9.0.01
Console target server and click Deploy, the Status changes to Deployed, but
the Status Reason displays the following error:
ERROR (303): Form does not exist on the server.
Note: Ensure that the form data is present on the target server
before you start the import.


SW00488614 Deployment In the AR System Deployment Management Console installed on a 9.0.00,

Management BMC Remedy IT Service Management stack, when you create a 9.0.01
Console package that is validated against any analyzer rules and click Build,
the build process fails with the following error:
Error: ARMigratePlugin: Validation

completed. Results: User-Rules ERROR: Internal
Error, Analyzer returned a null/invalid result-
code.
Workaround:
From the armonitor.cfg (armonitor.conf) file increase the maximum

size for the Java Heap.
1. Stop the BMC Remedy AR System server.

2. For Windows:
a. Open the armonitor.cfg file located
<ARSystemInstallDir>\ARSystem\Conf\ directory.
b. Locate the following Java plug-in server command and
change the maximum size for Java Heap
C:\Program Files\Java\jre1. 8 .0_31\bin\java>"

-Xmx512m -classpath
"<C:\Program Files\BMC
Software\ARSystem\pluginsvr
to
C:\Program Files\Java\jre1. 8 .0_31\bin\java>"

-Xmx1024m -classpath
"<C:\Program Files\BMC
Software\ARSystem\pluginsvr
3. For UNIX:
a. Open the armonitor.conf file located /etc/arsystem
/<servername>/ folder.
b. Locate the following Java plug-in server command and
change the maximum size for Java Heap.
usr/JAVA/jdk1. 7 .0_67/jre/bin/java -Xmx512m -

classpath
/data1/bmc/ARSystem/pluginsvr
to
usr/JAVA/jdk1. 7 .0_67/jre/bin/java -Xmx1024m -

classpath
/data1/bmc/ARSystem/pluginsvr
4. Save and close the armonitor.cfg (armonitor.conf) file.

5. Restart the BMC Remedy AR System server.


SW00463094 Calendar The following issues were identified with the Calendar component 8.1.01
when using Microsoft Internet Explorer version 11: 8.1.01.001
The Filters and Queries bar overlaps the records displayed on

the Calendar.
Sub-menus for the pre-defined queries listed under Filters
and Queries are not displayed.
The tabs on the Details flyout menu are not displayed.
Workaround
In the Mid-tier configuration file, config.properties, change the value

of arsystem.emit_X_UA_compatible_mode variable from Edge to 10.
SW00478150 BMC Asset A user with Asset Viewer permissions was able to edit the System 8.1.01 9.1.00
Management Environment field on the AST:ComputerSystem form.
SW00480762 BMC Asset The documentation incorrectly listed an additional CI Type that can 8.1.00 9.1.00
Management be selected when creating a New Schedule or on the Search
Schedule form.
This information has been updated in Relating a schedule to a CI.
SW00483239 BMC Asset CIs were not removed from the asset inventory even after their 8.1.01 9.1.00
Management status was changed from In Inventory to Deployed by the Discovery
tool.
SW00491343 BMC Asset The License Certificates was not ungrouped from the Master 8.1.01 9.1.00
Management License Certificate after it expired, and was included as a valid
license when calculating compliance.
SW00496498 BMC Asset CI details were not displayed when users opened the CI record from 8.1.02 9.1.00
Management the search results in the Manage Inventory by CI Name screen.


SW00491758 BMC Asset When you create an Asset Restoration service target using AST: 8.0.00,
Management CIUnavailability, add specific milestone actions, and then build the 8.1.00,
service target, the Milestone filter does not build as expected. 9.0.00,
9.0.01
Workaround
1. From the Home Page, open the Application Administration

Console.
2. Click the Custom Configuration tab.
3. Expand Service Level Management > Configure Application
Settings.
4. Double-click Templates.
5. From the Show Templates For list, select Actions.
6. Double-click the Notify Availability Assignee entry.
7. Click one of the duplicate z1D Action entries.
8. Click Remove Item.
9. Click OK.
The Templates dialog box reappears.
10. Click Update Linked Objects.
Note: Make sure that the Action you recently modified is

selected.
11. Repeat steps 6-10 for "Notify Availability OLA Assignee"
and "Notify Availability Assignment Group Manager."
12. Rebuild the service targets with a status of "Need to be Built."
SW00491343 BMC Asset The License Certificates was not ungrouped from the Master 8.1.01 9.1.00
Management License Certificate after it expired, and was included as a valid
license when calculating compliance.
SW00444631 BMC Asset When a CI was created from a purchase requisition form, users were 7.6.04, 9.1.00
Management unable to update the status of the CI. 8.0.00,
8.1.00
SW00445843 BMC Asset In a multi-tenant environment, Work Info added for a CI was 7.6.04, 9.1.00
Management available to all users irrespective of their access to the asset record. 8.0.00,
8.1.00
SW00449550 BMC Asset When the License Purchase Cost value is deleted, the Purchase 8.0.00, 9.1.00
Management Cost on Software Contract was not automatically removed. 8.1.00
SW00463273 BMC Asset CIs were unavailable to users with a hypen (-) in their name fields.
Management
SW00464057 BMC Asset The CMDB audit form did not display when launched from a Virtual
Management System Enabler CI record.
SW00466995
SW00464664 BMC Asset When a CI was marked for deletion in the Source database, all 8.1.00, 9.1.00
Management relationships in the corresponding CI record were lost even though a 9.0.00
reconciliation job was not run.
SW00478150 BMC Asset A user with Asset Viewer permissions was able to edit the System 8.1.01, 9.1.00
Management Environment field on the AST:ComputerSystem form. 9.0.00


SW00494062 BMC Asset When creating a configuration item (CI) in the Atrium or Asset 8.1.00,
Management console with the Sandbox enabled, existing attributes values that are 9.1.00
set to blank or NULL are not saved when the CI is saved.
SW00477290 BMC Asset All Business service CIs not visible in BMC Change Management 8.1.00, 9.1.00
Management and BMC Knowledge Management. 9.0.00
SW00487756 BMC All Relationships from the Change request get deleted if we hard 8.1.00, 9.1.00
Change delete Task Associated to that change request. 9.0.00
Management
SW00448661 BMC When you create a change request using a template, that includes a 8.0.00, 9.1.00
Change Service CI that has the same name as a Service CI belonging to a 8.1.00,
Management different company, the change reuqest was related to the incorrect 9.0.00
Service CI.
SW00451124 BMC In a multi-tenant environment, Work Info added for a CI was 7.6.04 SP4, 9.1.00
Change available to all users irrespective of their access to the asset record. 8.0.00,
Management 8.1.00,
9.0.00
SW00453428 Data When uploading the Change_Process_Setup spreadsheet with the 8.1.00, 9.1.00
Management Data Management Console, the worksheet for Change Template 9.0.00
Support Group Assoc consistently failed during validation.
SW00458077 BMC In the Portuguese locale, the Back option on the status flow bar is 8.0.00, 9.1.00
Change not displayed. 8.1.00,
Management 9.0.00
SW00459035 BMC The online documentation was missing some information related to 8.0.00, 9.1.00
Change the Change Manager functional role. The following description of the 8.1.00,
Management Change Coordinator was added to Creating a change request at the 9.0.00
initiate stage.
Change Coordinator - Specify the user responsible for the change.

The list is populated with people with the Change Coordinator or
Change Manager functional role and who are included in the
Coordinator Group selected.
SW00460730 BMC The documentation provided insufficient information about alternate 8.0.00, 9.1.00
Change approvers. Information was updated in the Adding additional 8.1.00,
Management approvers. 9.0.00
SW00473383 BMC The warning message displayed when selecting Latent type of 8.1.02, 9.1.00
Change change, was not localized for the Portuguese locale. 9.0.00,
Management 9.1.00
SW00476410 BMC When using a locale other than English, the Role name column was 8.1.02, 9.1.00
Change visible on Approval table of the change request. 9.0.00,
Management 9.1.00
SW00476519 BMC The Approve field name on the Change Request form was truncated 8.1.02, 9.1.00
Change in the German locale. 9.0.00,
Management 9.1.00
SW00476522 BMC Some of the field names on the Change Management form were 8.1.02, 9.1.00
Change truncated when using the Portuguese locale. 9.0.00,
Management 9.1.00


SW00479766 BMC When creating a Change Request, if you selected the same Change 8.0.00, 9.1.00
Change Template a second time the populated Task Group value 8.1.00,
Management disappeared. 9.0.00
SW00483367 Calendar The Change Calendar widget was displayed incorrectly in Microsoft 8.1.02, 9.1.00
Internet Explorer version 11. 9.0.00
SW00486779 BMC If the Location Company and Requested By Company of a change 8.1.02, 9.1.00
Change request are different, and the user has access to the Requested By 9.0.00
Management Company, change rules defined for both companies were applied to
the change request.
SW00486972 BMC Users were unable to modify a change template, if a service CI 8.1.02, 9.1.00
Change defined in the template when it was created is removed from the 9.0.00
Management Service CI field and the Relationships tab.
SW00486974 BMC When you rejected a change request generated from a Service 8.1.01, 9.1.00
Change Request, and a custom approval process is defined for changes that 9.0.00
Management do not being at any of the following stages, the service request
status is set to In Progress instead of Cancelled.
SW00488318 BMC When a user submitted or updated a task record, if their default 8.1.01, 9.1.00
Change Support Group Company and the Company associated to their 9.0.00
Management People record were different, an error was displayed.
SW00489552 BMC In the German Locale, the Create Service Request on Submit 8.1.02, 9.1.00
Change settings and the Suppress Request Creation options on the Change 9.0.00
Management Management console did not function.
SW00489959 BMC When a large number of change templates were defined in the 8.1.02, 9.1.00
Change system, users faced a time out issue when selecting a change 9.0.00
Management template for the change while creating the request.
SW00490653 BMC The Cost Type filter of the Financials View was not functional. 8.1.02, 9.1.00
Change 9.0.00
Management
SW00491129 BMC If a risk questionnaire was configured for the Company, the Risk 8.1.02, 9.1.00
Change Level specified in the change template belonging to the same 9.0.00
Management Company was not populated in the change request created using
that template. The Default Risk Level value (Risk 1) was used
instead.
SW00491133 BMC When you copied a change request, the Risk value of the original 8.1.02, 9.1.00
Change change was not copied. 9.0.00
Management
SW00491277 BMC The Risk Level for a change request created by a Service Request is 8.1.02, 9.1.00
Change set to the default value, instead of the value defined in the change 9.0.00
Management template used.
SW00492328 BMC When a user using a non US locale modified a custom filter from the 8.1.02, 9.1.00
Change Calendar pre-defined queries, the custom filter is no longer 9.0.00
Management displayed in the pre-defined queries list.
SW00492797 BMC The search results link included in the notification sent out for auto 8.0.00, 9.1.00
Change approved requests displayed incorrect search results. 8.1.00,
Management 9.0.00


SW00493535 BMC Answers for risk questions on page 2 of the risk questionnaire were 8.1.02, 9.1.00
Change not saved. 9.0.00
Management
SW00493796 BMC In the German locale the translated values for change class types 8.1.00, 9.1.00
Change Expedited and Latent were incorrect. 9.0.00
Management
SW00493935 BMC When you create a change request, and then move it to the next 8.1.02, 9.1.00
Change stage using the Process Flow bar, you are promoted to enter 9.0.00
Management missing mandatory values required to create the change. If you
updated the Change Risk Questionnaire as a part of this, your
answers were not saved. You had to update the Change Risk
questionnaire using the link provided on the Change form for the
Risk Value to be computed and saved.
SW00494035 BMC When adding a Service CI to a change record, the status check did 8.1.02, 9.1.00
Change not validate the dataset name for the Service CI causing an error if 9.0.00
Management multiple CIs with the same name existed in different datasets.
SW00494499 BMC When the change request was in the Scheduled stage, the tooltip for 8.1.00, 9.1.00
Change the Customer Company label on the Calendar incorrectly displayed 9.0.00
Management the Reqeusted By company instead of the Customer Company.
SW00494955 BMC Settings for automatically adjusting the clock for daylight saving 8.1.01, 9.1.00
Change change did not function, showing incorrect time for Business Events. 9.0.00
Management
SW00495636 BMC If the user’s default support group is not the same as the default 8.1.01, 9.1.00
Change support group of their company, an error is displayed when they tried 9.0.00
Management to create a new change request.
SW00492356 BMC Service Menu values were not populated on the Copy Release 8.1.02, 9.1.00
Change dialog box. 9.0.00
Management
SW00491900 BMC When you create a change request, and move it to the next stage 8.1.01, 9.1.00
Change using the Process Flow bar, you are promoted to enter missing 9.0.00
Management mandatory values required to create the change. The Service field
entered as a part of this was not saved to the change request.


SW00469743 BMC Upgrade of a stand alone installation of BMC Knowledge 8.1.02,

Knowledge Management from version 7.6.04 to Service Pack 2 for version 9.0.00,
Management 8.1.00, resulted in errors. 9.1.00
Workaround
Complete the following procedure before performing a upgrade of a

stand alone installation of BMC Knowledge Management:
1. Open the CTM:SupportGroupAssocJoin_PMC join form in

BMC Remedy Developer Studio.
2. Choose Form > Add/Remove fields in View.
3. Add the Full Name (1000000017) field from CTM:People
Form.
4. Save the join form.
5. Open the CTM:SupportGroupAssociationLookUpJoin_PMC
form
6. Choose Form > Add/Remove fields in View.
7. Add the Full Name(1000000017) field from the CTM:
SupportGroupAssocJoin_PMC join form.
8. Save the form.
You can then run the upgrade process for the stand alone
installation of BMC Knowledge Management.
SW00415734 BMC When you create a knowledge article from the Problem Management 8.1.00,
Knowledge Console, only the Title field is copied from the problem investigation 9.0.00,
Management to the new knowledge article. 9.1.00
Workaround: Copy the information from the other fields to the

knowledge article, manually.
SW00419916 BMC When you select Auto-Assign under Quick Actions and then save 8.1.00,
Knowledge the knowledge article, the Assignee field is cleared. 9.0.00,
Management 9.1.00
Workaround: The Assignee field does not lose its value. If you close
and re-open the knowledge article, the Assignee field appears
correctly.
SW00420276 BMC Even if you have the Knowledge Admin functional role, BMC 8.1.00,
Knowledge Knowledge Management displays the following error message when 9.0.00,
Management you try to generate a custom report: 9.1.00
You do not have access to this Form (ARError 353)
SW00420281 BMC While generating reports, the Company menu does not include the 8.1.00,
Knowledge names of any vendor companies. 9.0.00,
Management 9.1.00


SW00454672 BMC If you enable rejection justifications on the AP:Process Definition 8.1.01,
Knowledge form, the following issues occur: 9.0.00
Management
When you reject a release request in Approval Central, the
rejection justification that you submit is not saved to the Work
Details tab of the release request.
When you reject a change request from the release request
form, the rejection justification dialog does not open, and the
release request remains in the Pending status.
SW00478160 BMC When you perform a search for knowledge articles from the 9.0.00,
Knowledge Knowledge Management console, the search results can include 9.1.00
Management knowledge articles that have been archived. You cannot view
archived knowledge articles. See also, Empty Knowledge form
opens after search in the Troubleshooting section.
SW00465528 All The following error is displayed in Microsoft Internet Explorer 10 8.1.01
applications when the value of arsystem.emit_X_UA_compatible_mode 8.1.01.001,
variable is set to 10 in the in the Mid-tier configuration file: 9.1.00
ARERR [9506] Unable to display form
Workaround
Change the browser compatibility settings of the Microsoft Internet

Explorer 10 manually. In Internet Explorer, go to Tools ->
Compatibility view settings, and deselect the Display intranet sites in
compatibility view option.
SW00465529 BMC The following issues were identified with the RTF field when using 8.1.01
Knowledge Microsoft Internet Explorer versions 10 or 11: 8.1.01.001,
Management 9.1.00
You cannot modify the field when you select all the content
entered in the field.
You cannot navigate the field using the keyboard arrow keys
if you add hyperlinked content to the field.
Content alignment does not function as expected.
Workaround
Ensure that content is not selected in the field when you want
to modify the content.
Use the mouse to navigate to a specific location in the field.
Ignore the content alignment settings.
SW00468904 Foundation Some messages and the Active/Set Inactive buttons on the Incident, 8.1.02,
Change, and Release templates are not localized. 9.1.00
Workaround
Currently no workaround is available for this issue.
SW00458576 BMC Service The SHR:SHR:UpdateGroupList-SetPublic_552 filter is not 8.1.00,

Desk: setting the Public permission on incident tickets correctly. 9.1.00
Incident
Management


SW00489167 BMC When using Internet Explorer versions later than 7.0, the following 9.0.00,
Remedy error might be displayed: 9.1.00
Smart
Internet Explorer 6 and 7 are not supported.
Reporting
Workaround:
Press F12 to view the Internet Explorer Developer Tools and change
the Browser Mode settings to not use the Compatibility View.
When the compatibility mode is on, the browser defaults to IE 7

standards. If we remove the check for IE6 and IE7, Storyboard does
not work because IE8 is rendering the page as if it is IE7.
SW00501784 BMC When you launch the BMC Remedy Smart Reporting Console from 9.0.00,
Remedy the Application console, clicking on the Dashboard tab, the a 9.1.00
Smart connect reset error is displayed.
Reporting
Workaround:
In the Tomcat server's server.xml file, add the following proxy

entries:
<Connector port="8181" protocol="HTTP/1.1"
maxHttpHeaderSize="8192"
maxThreads="150" minSpareThreads="25"
enableLookups="false" redirectPort="8443"
acceptCount="100"
connectionTimeout="20000" disableUploadTimeout="
true"
URIEncoding="UTF-8" compression="on"
compressionMinSize="2048"
noCompressionUserAgents="gozilla, traviata"
compressableMimeType="text/html,text/xml,text
/plain"
SSLEnabled="false" scheme="https" secure="true"

proxyPort="9443" proxyHost="smartrep.test.gwu.edu"
>
Adding the modified attributed resolves the issue with the connection
reset error.
SW00484828 BMC The Reporting console banner and navigation panel disappeared 9.0.00,
Remedy after accessing the CMDB dashboard from the BMC Remedy Mid- 9.1.00
Smart Tier.
Reporting
Workaround:
Log off and log on from the BMC Remedy Mid-Tier, and access the
BMC Remedy Smart Reporting console.
SW00481241 Tomcat server logs display three types of Severe exceptions. 9.0.00,
9.1.00


BMC
The following errors may be displayed:
Remedy
Smart Shutdown Errors — These occur when the SmartReporting
Reporting context is shutdown. This usually references background
threads that have not been shutdown properly.
SEVERE: The web application [] appears to have

started a thread named [FileWatchdog] but has
failed to stop it. This is very likely to create a
memory leak.
started a thread named [Abandoned connection
cleanup thread] but has failed to stop it. This is
very likely to create a memory leak.

started a thread named [proxyCleanUpTimer] but has
failed to stop it. This is very likely to create a
memory leak.

started a thread named [Batik CleanerThread] but
has failed to stop it. This is very likely to
create a memory leak.


SEVERE: The web application [] created a

ThreadLocal with key of type [net.sourceforge.jtds.
jdbc.DateTime$1]
(value [net.sourceforge.jtds.jdbc.
DateTime$1@4b93c478]) and a value of type [java.
util.GregorianCalendar] (value [java.util.
GregorianCalendar[time=1418668429733,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.
ZoneInfo[id="America/Los_Angeles",offset=-28800000,
dstSavings=3600000,useDaylight=true,
transitions=185,lastRule=java.util.SimpleTimeZone
[id=America/Los_Angeles,offset=-28800000,
startYear=0,startMode=3,startMonth=2,startDay=8,
startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=51,
WEEK_OF_MONTH=3,DAY_OF_MONTH=15,
DAY_OF_YEAR=349,DAY_OF_WEEK=2,
DAY_OF_WEEK_IN_MONTH=3,AM_PM=0,
HOUR=10,HOUR_OF_DAY=10,
MINUTE=33,SECOND=49,MILLISECOND=733,
ZONE_OFFSET=-28800000,DST_OFFSET=0]])
but failed to remove it when the web application
was stopped. Threads are going to be renewed
over time to try and avoid a probable memory leak.

ThreadLocal with key of type
[org.apache.axis.utils.XMLUtils.
ThreadLocalDocumentBuilder](value [org.apache.axis.
utils.
XMLUtils$ThreadLocalDocumentBuilder@658e8a92])
and a value of type [org.apache.xerces.jaxp.
DocumentBuilderImpl] (value [org.apache.xerces.
jaxp.DocumentBuilderImpl@712bab54]) but failed to
remove it when the web application was stopped.
Threads are going to be renewed over time to try
and avoid a probable memory leak.



ThreadLocal with key of type [java.lang.
ThreadLocal](value [java.lang.
ThreadLocal@69fd51d7]) and a value of type
[com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock]
(value [com.bmc.arsys.apitransport.session.
ApiThreadLocalStorageBlock@7608309d]) but failed
to remove it when the web application was stopped.
Threads are going to be renewed over time to try
and avoid a probable memory leak.
Dec 16, 2014 7:33:33 AM org.apache.catalina.loader.

WebappClassLoader checkThreadLocalMapForLeaks

ThreadLocal with key of type
[net.sourceforge.jtds.jdbc.DateTime$1]
(value [net.sourceforge.jtds.jdbc.
DateTime$1@4b93c478]) and a value of type [java.
util.GregorianCalendar] (value [java.util.
GregorianCalendar[time=1418198400000,
areFieldsSet=true,areAllFieldsSet=false,
lenient=true,zone=sun.util.calendar.ZoneInfo
[id="America/Los_Angeles",offset=-28800000,
transitions=185,lastRule=java.util.SimpleTimeZone
[id=America/Los_Angeles,offset=-28800000,
startYear=0,startMode=3,startMonth=2,
startDay=8,startDayOfWeek=1,startTime=7200000,
startTimeMode=0,endMode=3,endMonth=10,
endDay=1,endDayOfWeek=1,endTime=7200000,
endTimeMode=0]],firstDayOfWeek=1,
minimalDaysInFirstWeek=1,ERA=1,
YEAR=2014,MONTH=11,WEEK_OF_YEAR=50,
WEEK_OF_MONTH=2,DAY_OF_MONTH=10,
DAY_OF_YEAR=344,DAY_OF_WEEK=4,
DAY_OF_WEEK_IN_MONTH=2,
AM_PM=0,HOUR=0,HOUR_OF_DAY=0,MINUTE=0,
SECOND=0,MILLISECOND=0,ZONE_OFFSET=-28800000,
DST_OFFSET=0]]) but failed to remove it
when the web application was stopped.
Threads are going to be renewed over time
to try and avoid a probable memory leak.
Chart Error —
This error occurs you visit the chart

creation page, but don't create a valid chart for a report.


BMC:SR:2015-02-10 17:08:12: WARN

(ReportResultBean:renderChart) - Error generating
chart: java.lang.Exception: Unable to determine
chart type for auto chart
java.lang.Exception: Unable to determine

chart type for auto chart
This error occurs you visit the chart creation

page, but save report without creating a chart.
BMC:SI:2014-12-16 02:57:01:ERROR
(ReportDatasetProducer:produceDataset)
- Error creating Dataset: java.lang.Exception:
No X-axis fields found.
Pivot reports require one
java.lang.Exception: No X-axis fields found. Pivot

reports require one
RefCode Duplication Warnings — This occurs when

duplicate records are loaded from the database into a cache.
(OrgReferenceCodeRltshpManager:getAllRefRltshps) -
ERROR: Duplicate loading rltshp data - Key:
20701|PRIMARY|VIEWCATEGORY|YFVIEWS|FIELDCATEGORY|
WORKDETAILS index: 627
java.sql.SQLException: rollback() should not

be called while in auto-commit mode
Workaround: You can ignore these errors.
SW00478225 BMC The following database functions are not supported for AdHoc 9.0.00 9.1.00
Remedy reports:
Smart DATE
Reporting QUARTER
WEEK
MONTH
YEAR
If you use these functions, the value returned will be in GMT instead
of the user's local timezone.


SW00487868 BMC On Change KPI dashboard users cannot see the data for Change 9.0.00 9.1.00
Remedy Rollback Rate dial on Change KPI meter.
Smart
Workaround:
Reporting
1. Log on to the BMC Remedy AR Server Mid-Tier as a

reporting administrator.
2. Choose Applications > BMC Smart Reporting > Smart
Reporting console.
3. On the Smart Reporting console, click Browse.
4. Select BMC Remedy Key Performance Indicators > Change
KPI.
5. Open the Change KPI Meter report.
6. On the report, click Edit > Data.
7. Click Advance Settings.
8. Click the filter icon
9. From the filter values select KPI name CHG:CHG:
Roll_Back_Changes and click Submit.
10. Save and then activate the report
Not available BMC Service When you are creating a service request on behalf of another user, 9.1.01
Request and you use type-ahead functionality in the Requested For field, the 9.1.00
Management suggested user names include names that do not match entitlement 9.0.00
or on behalf of rules. 8.1.02
8.1.01
Workaround: 8.1.00
8.0.00
None. When you select a name that is not allowed, an error is
displayed.


SW00482748 BMC Service When you create or update a service request definition (SRD), the 9.0.00
Request following error is displayed: 9.1.00
Management 9.1.01
CMDBBOException occurred: ERROR (120416): An
unknown error occured while trying to create a
CMDB CI Instance for one of the business objects;
Class : com.bmc.atrium.bol.BOPrice, Id : = OI-
74a07ee53d0a4fcdb92f7d73372d5361 ; Caused by:
ERROR (120216): Access to write to this dataset
has been restricted by your Administrator or
Configuration Manager. Please contact your
administrator for further information or
guidance.; BMC.ASSET (ARERR 191005)
This error occurs if BMC Atrium Core CMDB dataset level

permissions to the production BMC.ASSET dataset have been
restricted, and relevant BMC Service Request Management
permission groups do not have access.
Workaround:
1. Identify users with SRM Administrator and Request Catalog

Manager permissions.
2. Add those users to a permission group that has writable
access to the BMC.ASSET dataset, as defined in the Atrium
Core Console dataset configuration.
For more information, see Managing dataset level permissions

(BMC Atrium Core documentation).
SW00462720 BMC Service When you use the Data Wizard to update a user login ID, favorites 8.1.01
Request for that user no longer appear in the Request Entry console. 8.1.02
Management 9.0.00
Workaround: 9.1.00
9.1.01
1. In the SRS:ServiceRequest_MyFavorites form, search for all
entries that contain the old login ID in the Submitter field.
2. Modify each entry in the search results to use the new login
ID in the Submitter field.
SW00460995 BMC Service When you submit a Product Ordering service request, the following 8.1.01
Request error is reported: 8.1.02
Management 9.0.00
Please enter valid Manager Name. (ARERR 48905) 9.1.00
9.1.01
Workaround:
For more information about this issue, refer to knowledge article

KA410160, available from the BMC Support Knowledge Base.


SW00463717 BMC Service The Request Again link appears for Quick Launch service requests, 8.1.00
Request even though these service requests do not make use of Request 8.1.01
Management Again functionality. 8.1.02
9.0.00
Workaround: 9.1.00
9.1.01
To request again, locate a quick launch request in Popular Requests
or by browsing categories, select it, and click Submit.
SW00426875 BMC Service When an SRD name includes parentheses, and you include 8.1.00
Request parentheses in a search, the system exhibits one of the following 8.1.01
Management behaviors: 8.1.02
9.0.00
The search is unsuccessful 9.1.00
The search is successful, but includes an error message 9.1.01
stating that the full text search (FTS) service could not
complete the requested operation.
Workaround:
Do not include parentheses when searching for an SRD by its name,

unless you are using a complex query.
SW00425903 BMC Service An attempt to perform a bulk export of SRDs from the Import Export 8.0.00
Request console fails with an error message stating that the script is either
8.1.00
Management busy or has stopped responding.
8.1.01
8.1.02
Workaround:
9.0.00
You can ignore this error message. Click Continue to proceed with 9.1.00
running the script, or select the Do not ask me again option on the 9.1.01
message box and then click No.
SW00490759 BMC Service When a Guest user submits a service request with an attachment 9.0.00
Request and tries to access it in the Request Details screen, the attachment 9.1.00
Management is not visible. 9.1.01
Workaround:
For the Work Info ID field (database ID 1) on the SRM:WorkInfo

form, give View permissions to the Submitter group (ID 3).
SW00490901 BMC Service When creating a service request using a contact that is different from 8.1.00 9.1.00
Request the specified company, the service request record is created but the 8.1.02
Management corresponding incident creation fails with an error: "The contact for 9.0.00
the creation of an Incident cannot be found, please verify the contact 9.0.01
information and try again. (ARERR 48225)."
SW00490950 BMC Service Canceling a "Waiting Approval" Service Request triggers duplicate 8.1.00 9.1.00
Request cancellation notifications with incorrect statuses. 8.1.02
Management 9.0.00
9.0.01
SW00493609 BMC Service A service request based on an SRD that generates an incident with 8.1.02 9.1.00
Request "Resolved" status fails to complete and is automatically reopened 9.0.00
Management with an "In Progress" status. 9.0.01


SW00494475 BMC Service When importing SRDs with the Data Management Job Console, the 8.1.02 9.1.00
Request sequence of questions in the imported SRDs is out of order. 9.0.00
Management 9.0.01
SW00494526 BMC Service When the "Include Question Text" option is enabled in an SRD, 9.0.00 9.1.00
Request Service Requests based on that SRD do not correctly populate the 9.0.01
Management Notes field.
SW00470167 BMC Service Answer question action with CUSTOMER keyword does not work 8.1.01
Request with one-time OBO with the Save as draft option. 8.1.02
Management 9.0.00
9.0.01
9.1.00
9.1.01
SW00491268 BMC Service When sending a question to a customer in the Approval Console 9.1.00
Request with the German local specified, the Details window displays
Management "Question from approver" in English instead of German.
SW00491432 BMC Service Under certain conditions, canceling a new service request sets its 9.1.00
Request status to In Progress instead of Canceled. The user must cancel the
Management service request again to set its status to Canceled.
SW00491420 BMC Service Requests created through email are susceptible to cross-site 7.6.04 9.1.01
Request scripting, a potential security vulnerability. 8.0.00
Management 8.1.00
8.1.01
8.1.02
9.0.00
9.1.00
SW00501461 BMC Service In the Request Entry console, if you expand a large menu near the 8.1.00 9.1.01
Request bottom of the screen and then click the scroll bar, the expanded 8.1.01
Management menu items disappear. 8.1.02
9.0.00
9.0.01
9.1.00
SW00504213 BMC Service You cannot update the work order Assignee when there is an 8.1.00 9.1.01
Request attachment in the Work Info log. 8.1.01
Management 8.1.02
9.0.00
9.0.01
9.1.00
SW00506317 BMC Service For check box questions, responses that contain special characters 8.1.02 9.1.01
Request are converted to encoded HTML. The encoded HTML is then passed 9.0.00
Management to SR field and variable mappings. 9.0.01
9.1.00
SW00507190 BMC Service When an incident is cancelled through a service request, a 8.0.02 9.1.01
Request notification is sent to all members of the service request Assignee 8.1.00
Management Group, when only the Assignee should be notified. 8.1.01
8.1.02
9.0.00
9.0.01
9.1.00


SW00494607 BMC Service When using BMC Service Resolution 3.0.01 with BMC Remedy 9.0.00
Desk: ITSM 9.0, the following date format error occurs when the 9.0.01
Incident HPD_IncidentOutboundEvent web service is called to search based 9.1.00
Management on the modification date.
ERROR (8957): The date format is invalid
Workaround:
Add a new environment variable called ARDATE in the ITSM system
with the following value:
ARDATE MM/dd/yyyy HH:mm:ssZ
SW00495653 BMC BMC Knowledge Management calculated the business time between 9.1.00
Knowledge flagging and unflagging of articles only for the Completed status. The
Management Rejected status was not considered for business time calculation.
SW00481200 BMC If a user sent an email through a knowledge article from Knowledge 9.0.00 9.1.00
Knowledge Management Console, an entry was not recorded in the Email Log 8.1.02
Management tab. This happened only if the sender had access restrictions of a
service provider. However, if the sender had unrestricted access, an
entry was recorded in the Email Log tab.
SW00488217 BMC Pending review notifications were not sent to all assignees when 9.0.00 9.1.00
Knowledge multiple articles had the same next review date and different 8.1.01
Management assignees.
SW00493364 BMC You created an article from an incident in Smart IT and set the status 9.0.01 9.1.00
Knowledge of that article as In Progress. If you opened the same incident record
Management from BMC Remedy Mid Tier and navigated to the Relationship tab,
the status of the related article was displayed as Published, while the
actual status was In Progress.
SW00464639 BMC The German translation of Retire Approval could not be clearly 9.0.00 9.1.00
Knowledge understood. 8.1.00
Management
SW00471589 BMC The message for ARNOTE 170236 was not translated to German. 9.0.00 9.1.00
Knowledge The following English message appeared: 8.1.01
Management
Search preferences removed successfully. Please
disconnect and log in again. (ARNOTE 170236)
SW00473055 BMC When creating a knowledge article using a Reference template, you 9.0.00 9.1.00
Knowledge pasted an HTML code by clicking the View HTML Code button on 8.1.01
Management the Content tab and saved the article. Then while previewing the
article, if you clicked the small triangle icon to expand the content
details, the triangle icon toggled correctly, but the content did not
unhide. However, the contents expanded correctly if you clicked on
the background area of the small triangle icon while previewing the
article, or when you opened the article for editing.
The issue occurred only when you used the Article Conversion Tool
on Mozilla Firefox and Internet Explorer web browsers, and did not
occur if you created the article directly from the Reference template.
SW00473868 BMC The German translation of Product Categorization was not correct. 9.0.00 9.1.00
Knowledge Also, the German translation of Operational Categorization and 8.1.01
Management Product Categorization was inconsistent.


SW00476433 BMC The error message descriptions of ARERR 170234 and ARERR 9.0.00 9.1.00
SW00477013 Knowledge 170091 were not translated in German. 8.1.02
Management
SW00485960 BMC In a new version of knowledge article, if you changed some data 9.0.00 9.1.00
Knowledge such as operational category, and then moved the article to Publish 8.0.00
Management for Approval status, an approval signature was generated for old
version of article, along with the signature of new version.
SW00488946 BMC The View Counter and Use Counter fields on knowledge article did 9.0.00 9.1.00
Knowledge not display correct values of view count and use count. The counters 8.1.00
Management did not increment correctly every time you viewed or used an article.
As a result you could not identify important articles.
SW00489711 BMC The default value of Use Counter field of an article was set to NULL 9.0.00 9.1.00
Knowledge instead of zero. 8.1.00
Management
SW00490824 BMC You could not update title of a knowledge article in Draft status. 9.0.00 9.1.00
Knowledge When you tried to update the title of an article in Draft status, the 8.1.01
Management following error occurred:
Too many filters processed during this operation

(ARERR 298).
SW00490993 BMC Because the Submitter and Submitted Date fields were not available 9.0.00 9.1.00
Knowledge on the Update Request form, you could not know the submitter of an 8.1.00
Management update request.
SW00491001 BMC New versions of knowledge articles did not retain the Use Counter, 9.0.00 9.1.00
Knowledge View Counter and Search Boost Value values from the older version. 8.1.00
Management
SW00491177 BMC While creating a new article conversion using the Article Conversion 9.0.00 9.1.00
Knowledge tool, if you entered the mandatory fields on the General tab, and 8.1.02
Management then on the Organization & Categorization tab if you selected a
Company and the Use Fixed values option, the Business Service
menu did not populate any values.
SW00493330 BMC When you accessed the RKM:KnowledgeArticleManager form using 9.0.00 9.1.00
Knowledge a direct access URL, only a blue colored background page 8.1.01
Management appeared. You could not open the form in search mode.
SW00495008 BMC When you opened the advance view of a knowledge article, the View 9.0.00 9.1.00
Knowledge Counter incremented by two. 8.1.02
Management
SW00497183 BMC If you assign an article to yourself from the Quick Actions drop down 9.0.00 9.1.00
Knowledge list on the Knowledge Management Console, the Assignee field was 8.1.02
Management set correctly, but the Assigned Group field was incorrectly set.
SW00467787 BMC When you performed actions such as clicking the Use or Visibility 9.0.00 9.1.00
Knowledge groups buttons on knowledge articles, a message box appeared on 8.1.00
Management the top of the article for a short duration. The message did not allow
the user to close it after reading. It automatically disappeared after
some time


SW00470494 BMC The following string on the Run tab of RKM:DocumentsMigrationTool 9.0.00
Knowledge form is not translated to German: 8.1.02
Management
Use this tab to select one or more XML templates and to run the
conversion.
SW00475097 BMC The German translation for some filters on the Report Console is not 9.0.00
Knowledge available. The Available Fields list from the Show Additional Filter in 8.1.01
Management the Report Console is not completely translated in German for the
Knowledge category.
SW00475248 BMC The Knowledge Category field on the Report Console is translated 9.0.00
Knowledge as Kategorie Wissen. For other functions such as Knowledge 8.1.01
Management durchsuchen, Knowledge-Quellen verwalten, Knowledge-
Sichtbarkeit verwalten, and so on, the the word Knowledge is not
translated to German. It is retained in English.
SW00490748 BMC Service In a problem investigation notification, the value of Investigation 9.0.00 9.1.00
Desk: Driver was not translated to German. 8.1.02
Problem
Management
SW00492796 BMC Service In Problem Management, company specific notifications did not get 9.0.00 9.1.00
Desk: triggered when you disabled the global notifications after configuring 8.1.00
Problem the following notification tags on the SYS: Notification form: 7.6.04 SP2
Management
PBM-PAS-AssigneeAssociatedChangeCompletion
PBM-PAS-ManagerAssociatedChangeCompletion
PBM-PKE-AssigneeAssignment
PBM-PKE-GroupAssignment
PBM-PKE-ProblemManagerAssignment
PBM-KDB-AssigneeGroupAssignment
PBM-KDB-AssigneeIndivAssignment
PBM-PKE-ProblemManagerGroupAssignment
SW00484218 BMC Service For service request emails sent through the Rule Based Engine 9.0.00 9.1.00
Request (RBE), if the email body contained more than 99 characters, the 8.1.00
Management BMC Service Request Management work notes were not updated.
SW00459128 BMC Service In the Italian locale, the Resolved incident volume by product 9.0.00 9.1.00
Desk: categorization report on HPD:HelpDesk form did not retrieve any 8.1.00
Incident data. A blank report was displayed. 7.6.04 SP4
Management
SW00468855 BMC Service If you were a non-support Staff user with both Incident Submitter and 9.0.00 9.1.00
Desk: Incident User permissions, and you tried to submit an incident 8.1.00
Incident request, the ARERR 326 error occurred.
Management
SW00488806 BMC Service When viewing a broadcast message that was modified and saved 9.0.00 9.1.00
Desk: without making any changes, clicking the green icon next to the 8.1.02
Incident Broadcast Originated From ID field did not open the HPD:Help Desk
Management form.


SW00490698 BMC Service The HPD:IncidentInterface_Create form mapped Location Company 9.0.00 9.1.00
Desk: into Contact Company. If the Service Request Definition (SRD) had 8.1.00
Incident different mapping defined for Location Company, error ARERR
Management 48255 occurred and incident creation failed.
SW00490888 BMC Service Performance was impacted when you created or opened incident 9.0.00 9.1.00
Desk: requests. 8.1.00
Incident 7.6.04 SP4
Management
SW00491076 BMC Service In Incident Management, company specific notifications did not get 9.0.00 9.1.00
Desk: triggered when you disabled the global notifications, after configuring 8.1.00
Incident the following notification tags on the SYS: Notification form: 7.6.04 SP2
Management
HPD-CRQ-ChangeRequestStatus
HPD-PBI-IncidentInvestigationAssociation
HPD-PBI-InvestigationCompleted
SW00491465 BMC Service Broadcast message did not popup although it is configured in the 9.0.00 9.1.00
Desk: Application Preferences. The behavior of broadcast popup did not 8.1.02
Incident work as per the documentation.
Management
Refer the updated documentation. See Working with broadcasts
(see page 1172).
SW00494444 BMC Service After navigating to the Incident Management Console > Functions > 9.0.00 9.1.00
Desk: KPIs option, when you chose to view all open incidents by clicking 8.1.00
Incident the All Open link under Total Open Incidents, the incidents with
Management Pending status were not included.
SW00494501 BMC Service After you cancelled an incident request from the Request Entry 9.0.00 9.1.00
Desk: Console, the Assigned Group members did not receive any 8.1.02
Incident cancellation notification.
Management
SW00495162 BMC Service In Best Practice View, while creating and incident request, you 9.0.00 9.1.00
Desk: selected a company, then clicked the Next button and selected a 8.1.00
Incident user. If you then clicked the Previous button to clear the data in
Management Customer+ field, the erase button was disabled. You could not clear
the data in the Customer+ field.
SW00495841 BMC Service The My Searches function on Incident Management Console does 9.0.00 9.1.00
Desk: not work correctly when you create a search qualification that 8.1.02
Incident contains an AND or OR clause.
Management
SW00497891 BMC Service The out-of-the-box Resolved Incident Volume by Product 9.0.00 9.1.00
Desk: Categorization web report did not show any data in Japanese locale. 8.1.02
Incident
Management
SW00470559 BMC Service When you created a Solution Database related to a Problem 9.0.00 9.1.00
Desk: Investigation request, the relationship was not created. 8.1.00
Problem
Management


SW00477492 BMC Service In German locale, there are duplicate entries for the Role filter on the 9.0.00 9.1.00
Desk: Problem Management Console. 8.1.02
Problem
Management
SW00488339 BMC Service When you create a problem investigation record, the Contact 9.0.00 9.1.00
Desk: Company is set as your default Support Group Company. As a 8.1.00
Problem result, if you are a member of multiple companies in a multitenant
Management environment, users who do not belong to a particular company can
also view the problem investigation record.
This issue has been fixed with the new row-level security feature in
BMC Remedy ITSM 9.1.00. For more information, see Row-level
security (see page 1179).
SW00500412 BMC Service The PBM:PPI:CreateProblem_155_WorklogSetType filter referenced 9.0.00 9.1.00

Desk: an incorrect field in its Run If qualification. The value of Work Info 8.1.01
Problem Type for Problem Investigations created using PBM:
Management ProblemInterface_Create form were overwritten.
SW00490130 BMC Creation of work information notes through the Rule Based Engine 9.0.00 9.1.00
Remedy (RBE) showed inconsistent behaviour for different BMC Remedy 8.1.01
ITSM ITSM applications. You should be able to create work information
notes for all applications through RBE with the type as Email Engine.
However for some applications, such as BMC Problem
Management, you could create work information notes with the type
as Customer Communication.
SW00448716 BMC The sort order of work information entries on the TMS:Task form 9.0.00 9.1.00
Remedy was not consistent with other BMC Remedy ITSM forms such as 8.1.00
ITSM HPD:Helpdesk. The other forms display the records in descending 7.6.04 SP2
order on date, with the newest entry displayed first. The TMS:Task
form displayed records in ascending order on date, with the latest
record as the last entry in the Work Info History table.
SW00494359 BMC Service You had a ticket and two or more Service Targets (SVT) from one 9.0.00 9.1.00
Level Service Group. The ticket did not meet the Start When condition of 8.1.00
Management any of the SVTs. When you submitted the ticket by attaching one
SVT, the Due Date, OverallStartTime, UpStartTime fields of the SVT
were not populated. However, when you switched to another SVT
that had not started yet, the Due Date, OverallStartTime,
UpStartTime fields were populated with values. This affected the
overall service targets measurements.
SW00488113 BMC Service The fields on Work Orders in BMC Service Request Management 9.0.00 9.1.00
Request were misaligned for Korean, Spanish, and French locale. The issue 8.1.01
Management was observed only for upgrades of BMC Service Request
Management 7.6.04 to version 8.1.01.
SW00489738 BMC Service Measurement status on the SLM:TeamMeasurement form shows 9.0.00 9.1.00
Level incorrect values of service target measurements for Service Targets 8.1.01
Management with a status of Missed Goal.


SW00471125 BMC In BMC Remedy ITSM with German locale, when you navigate to 9.0.00
Remedy Change Management > Search Change, and then search for change 8.1.01
ITSM requests with Rejected status, the search criteria is set as Draft.
Also, some selection fields such as Rejected and Closed statuses
are not translated to German.
SW00451716 BMC With BMC Remedy ITSM in German locale, when you open an 9.0.00
Remedy attachment on the Request Entry Console, the button text Auf 8.1.00
ITSM Datenträger speichern is truncated. The field length is not sufficient 7.6.04 SP4
for the text.
SW00481874 BMC Service The SLM:AuditLog form is available only in English locale. It is not 9.0.00
Level translated to other locales, such as French. 8.1.00
Management
SW00468841 BMC When you tried to create People records using the Data 9.0.00 9.1.00
Remedy Management tool with the Profile Status field set to Offline, the 8.1.00
ITSM records were created with a status of Enabled.
Not available BMC Conversion of articles from CSV format is not supported by the 9.1.00
Knowledge Article Conversion Tool. 9.0.00
Management 8.1.01
SW00505609 BMC When multiple users have same email address, the user sync job 9.1.00
Remedy creates only one user instead of creating multiple users. In such a
Smart case, the user sync job does not function like user onboarding that
Reporting creates multiple users even if their email addresses are same.
Example 1
Users have the same email address with same case letters.
User 1: abc
Email address: abc@test.com
User 2 : xabc
User onboarding creates both users, but user sync job creates only
user abc.
Example 2
Users have the same email address with different case letters.
User 1: abc
User 2 : xabc
Email address: ABC@test.com
User onboarding creates both users, but user sync job creates only
user abc.
Workaround:
Change the email address such that each user has a unique email
address.


SW00484631 BMC If you updated change request attributes such that the update 8.1.00 9.1.01
Change initiated the approval phase, approval mappings matching the 9.0.00
Management updated attribute values were not considered for approval signature 9.1.00
generation. Instead the attribute values prior to the update you made
were matched with the approval mapping qualification criteria,
causing the mappings to be disregarded.
Example
Suppose you had two approval mappings:
Mapping 1, where Change Class = Normal

Mapping 2, where Change Class = <blank>, which can be any
class.
You created a new change request with Change Class = Standard

and saved it. You then updated the change request to set the
Change Class = Normal, and moved the change request to the next
stage.
In this case, Change Class = Normal qualified the criteria for

Mapping 2, which can be any class. However, for Mapping 1, the
Change Class prior the update, which was Standard, was
considered. Because it did not meet the qualification criteria,
Mapping 1 was disregarded for approval signature generation.
SW00471679 BMC Service When you resolved an original incident request that had a large 8.1.00 9.1.01
Desk: number of related or duplicate incidents requests, some of them 9.0.00
Incident continued to remain in Pending status. Not all related and duplicate 9.1.00
Management incident requests were resolved.
SW00504999 BMC For external articles, the Request Cancellation functionality did not 8.1.00 9.1.01
Knowledge work and external articles could not be cancelled. 9.0.00
Management 9.1.00
SW00505000 BMC The Delete Article functionality was available for external articles that 8.1.00 9.1.01
Knowledge were in Published status, whereas the functionality should be 9.0.00
Management available only for articles that are in In Progress status. 9.1.00
SW00468709 BMC You invoke a web service call through SOAP UI to modify a ticket in 8.1.00
Remedy BMC Remedy ITSM applications. While modifying the ticket, you 9.0.00
ITSM provide mandatory information such as login credentials, ticket ID, 9.1.00
and values of fields you want to modify. Other fields that were 9.1.01
mandatory during ticket creation already contain values you entered
while creating the ticket, and because you do not want to modify
those fields, you do not enter values through the modify web service
call. In this scenario, the following error occurs:
soapenv:Server.userExceptionERROR (326): Required

field cannot be blank.; 2326
Workaround:
While invoking a modify web service call through SOAP UI, provide
information for all fields that were mandatory while creating a ticket
or request.


SW00508490 BMC Service In BMC Remedy Incident Management, if multiple main branches 8.1.00 9.1.01
Desk: were configured in one decision tree, the decision tree functionality 9.0.00
Incident did not work as expected. The following issues were observed while 9.1.00
Management using the decision tree:
The Decision Tree Selection popup window displays only the

first main branch. You cannot view or select the next main
branches.
The Select and Back buttons do not work correctly, and the
selected branch item does not get applied to the incident
ticket.
The overall user interface and functionality is not useful when using
decision trees that have multiple main branches.
Refer the updated documentation. See Using the Incident

Management decision tree in version 9.1.01.
SW00493686 BMC Full Text Search indexed knowledge articles based on the 8.1.02 9.1.01
SW00509407 Knowledge ArticleAuthor field, which returned irrelevant search results. If your 9.0.00
Management search string contained an author name, the articles authored by 9.1.00
that author became more relevant than the articles that were
relevant to the subject of the search. As a result, the search results
also contained articles authored by the author, but not relevant to the
search subject.
SW00509713 BMC Service When updating an incident request through email, value of the 9.1.01
Request Source field on SRM: Request form for the work note is not updated
Management to Email. Instead, the field remains blank. The Rule Based Engine
does not update the Source field correctly.
Workaround
Currently, no workaround is available for this issue.
SW00509522 BMC Service When creating a work note for a work order via email, if the email 9.1.01
Request subject line contains strings such as 'WO', 'wo', 'Wo', or 'wO'
Management preceding the work order ID, the Rule-Based Engine does not
identify the work order number correctly, and a work note is not
created.
For example, if the email subject line is 'RE: Work Order

WO00000000001 xxxxxx', because there is a string 'Wo' in the word
'Work' preceding the work order ID, a work note is not created.
Workaround
Do not include strings such as 'WO', 'wo', 'Wo', or 'wO' preceding the
workorder ID in the email subject line.
BMC Remedy AR System issues

Use this section to learn about the issues that exist in this release of BMC Remedy AR System and
to look for workarounds to known problems before contacting Support.

BMC Atrium Core issues

Use this section to learn about the issues that exist in this release of BMC Atrium Core and to look
for Workarounds to known problems before contacting Support.
Accessibility (JAWS screen reading software) issues
Issue description Workaround
On the web, you cannot use the keyboard to open Enter the dates into the date field manually.
calendar controls.
When you are in Forms mode, you cannot read the Use the read-in keys to read the edit box contents.
contents inside a read-only edit box.
You cannot select items in a drop-down menu. Use the PC cursor to navigate and select items from the drop-down menu.
Press Ins-Z to toggle from the virtual PC cursor to the PC cursor.
You cannot enter information into the diary editor. Use the PC cursor to enter information into the Diary Editor (the text field
that appears in a new window next to the field).
Displaying the Links List for a page displays all the Be aware that depending on what you are doing, some links may not be
links in that page, including hidden ones. Hidden active.
links do not work when clicked.
All function buttons on the Advanced Search Bar Understand that the unlabeled first button is the left parenthesis.
have readable titles except the first button (the left
parenthesis).
IFRAME titles are not identified properly. Names Determine the descriptive name from the IFRAME content of the
are unique object IDs rather than descriptive surrounding page.
names.
The header list is not present in list tables. Browse through the header list in the table that immediately precedes the
list table.
The current sorting header of a list table is not Browse through the header list in the table that immediately precedes the
available from within the table. list table.
Certain fields and buttons are named in a general Application developers should include the name of the form group in the
fashion and are not contained in form grouping label for the form element.
markup that associates them with relevant form
fields.
Help frames do not contain meaningful frame Map the frame name with the content in the application.
names.
Help navigation structure does not contain You can browse through content by using the Next and Back features in
meaningful image names. the main content area, and jump directly to a named chapter with the links
list function when browsing with the JAWS screen-reading software.
SAP Crystal Reports might not be accessible. BMC Remedy system administrators are responsible for ensuring that the
Crystal Reports that are produced from within BMC Remedy systems are
accessible.

9.1.01: Service Pack 1

This table provides information about fixes and updates in this service pack, and provides
instructions for downloading and installing the service pack.
Updates in To learn about new features added to this service pack, see Enhancements (see page 57).
Service
Pack 1
Known and For a list of known issues and issues corrected in this service pack, see:
corrected
issues Known and corrected issues (see page 20)
Application installation and upgrade known and corrected issues in BMC Remedy IT Service
Management Deployment documentation.
Downloading For download instructions, see Downloading the installation files in the BMC Remedy IT Service Management
the service Deployment documentation.
pack
Installing the If you are installing the product for the first time, see Installing BMC Remedy ITSM in BMC Remedy IT Service
service pack Management Deployment documentation.
If you are installing this service pack as an upgrade, see Upgrading BMC Remedy ITSM in BMC Remedy IT
Service Management Deployment documentation.
Note: Install BMC Remedy Action Request (AR) System 9.1 Patch 1 and BMC Atrium Core 9.1 Patch 1 before
installing Service Pack 1 of BMC Remedy IT Service Management (ITSM) 9.1. Some of the functionalities of BMC
Remedy applications at version 9.1 Service Pack 1 do not work as expected without BMC Remedy AR System
9.1 Patch 1 and BMC Atrium Core 9.1 Patch 1 . For example, Remedy Single Sign-on (RSSO) configured for
SAML authentication has a dependency on BMC Remedy AR System sever 9.1 Patch 1. See, Installing BMC
Remedy AR System 9.1.00.001 and Installing BMC Atrium Core 9.1.00.001.
Enhancements
Service Pack 1 provides enhancements in the following BMC Remedy ITSM 9.1.01 applications
and components:
Installation and upgrade updates in Service Pack 1
Installation and upgrade updates in Service Pack 1
BMC Remedy ITSM Suite Defining the support groups to be displayed in the assignment menus:
Enhancements
The assignment menus in BMC Remedy IT Service Management 9.1.00 are tied to company fields.
This means, the assignment menus displayed the valid support groups defined for a company.
This feature helps in preventing the incorrect assignments. Starting from version 9.1.01, this
feature is extended to the task, template, activity forms of BMC Task Management, Activity, BMC
Release Management, BMC Change Management, and BMC Service Request Management. The
enhancements made in the version 9.1.01 are listed below:

The assignment menus on task, template, activity forms display the valid support groups
associated with a location or a customer company.
The Support Staff search dialog boxes display the valid support groups associated with a
location or a customer company mentioned on a ticket.
The BMC Remedy IT Service Management applications display the appropriate error
messages if the support group selected in the assignment menus is not defined as a valid
support group for a location or customer company mentioned on a ticket.
The support group assignment details from the existing templates for the following
applications are automatically migrated from the older versions of BMC Remedy IT Service
Management to the Support Group Assignment Configuration form:
BMC Change Management
BMC Release Management
Activity
BMC Task Management
Work Order
For details, see Support group configuration for assignments (see page 414).
Data Management Enhancement of Unified Data Management and Onboarding Wizard to support
hierarchical groups
The standard Unified Data Management (UDM) and the Onboarding Wizard now support
hierarchical groups. The hierarchical groups feature introduced in BMC IT Service Management
9.1.00 enables you to organize larger groups in hierarchical order and assign a parent group to
simplify permissions. Starting from version 9.1.01, you can perform the following actions:
Load a parent group for a company or a support group while importing companies and
support groups through the UDM and Onboarding Wizard spreadsheets.
Specify the parent group type and parent group name for a company or a support group
while validating the records through the Data Visualizer of the Onboarding Wizard.
Fix the errors relevant to parent groups of a company or a support group by using the Error
Management console.
For more details, see Loading a parent group through UDM and Onboarding Wizard (see page 1238)
.
Decoupling reconciliation activity for BMC Remedy ITSM CI and Asset data
loaded through Data Management
In the releases prior to 9.1.01, when you run a CI job through the Data Management > Job Console
for the data loaded through Transactional_CI.xlsm,Transactional_Asset.xlsm, and
Transactional_CI_Express.xlsm spreadsheets, a reconciliation process was triggered to reconcile
the ITSM.CI.DATA dataset CIs. Due to this, there was a wait period and UDM jobs remained in that
state till the reconciliation process is completed.

Starting from 9.1.01, the reconciliation activity is removed from the validate step which allows the
UDM jobs to complete in a timely manner. Now you have the flexibility to reconcile your data
manually or by scheduling the reconciliation process as you do for other datasets.
Removal of reconciliation process from the validate step allows you to normalize the BMC Remedy
ITSM CI and Asset data before reconciliation and also enhances the performance of the CI-CMDB
and Asset jobs.
For details on normalizing and reconciling the data, see Normalization and reconciliation:
recommended procedure for ITSM CI data Loaded through Data Management. (see page 1351)
DMT escalations
Starting from 9.1.01, the following DMT escalations run in their own escalation pool which allows
these escalations to run in parallel:
DMT:SHM:Schedule_RunSchedule
DMT:DJS:SetStatus
The escalation minimum and maximum thread values are also updated to accommodate up to 6
threads. If you already have a higher thread number, the above escalations continue to run in
parallel and are not affected.
BMC Knowledge Management
KCS enhancements
Out-of-the-box Knowledge-Centered Support (KCS) escalations now include the following

enhancements:
A single escalation, RKM:KCS:RadarData_Compute, runs daily to compute the data
for all metrics required for the KCS reports.
To prevent needless computation of data when Smart IT is not installed, the RKM:
KCS:RadarData_Compute escalation shipped with BMC Knowledge Management
9.1.01 is offline out of the box. It can be enabled by installing Smart IT 1.5 or enabled
manually when required.
RKM:KCS:RadarData_Compute escalation computes data from the last successful
run date, instead of just previous 24 hours. So, if the escalation does not run on a
particular day because of outage, data for that day is not lost.
For more information, see KCS forms and escalations in version 9.1.01.

When the KCS Coach of a KCS knowledge author changes, the new KCS Coach can create
and view the assessment results for the KCS knowledge author, using the KCS : AQI
Results for Articles report. The new KCS Coach can also view the results of old
assessments conducted by the previous KCS Coach, using the same report. The previous
KCS Coaches continue to view the results of assessments they conducted, but cannot view
the results of assessments conducted by the new KCS Coach. For more information, see
KCS forms and escalations in version 9.1.01.
Additionally, a BMC Remedy AR System administrator or an unrestricted user having any
KCS permission can view results of assessments conducted by KCS Coaches for any
Company.
Support for registration of View Forms

Support for registration of View Forms through BMC Remedy Knowledge Management console
registration wizard. For more information view the following topics
Registering BMC Remedy AR System forms

Using Registration Wizard parameters
Enhanced performance for Change Approvals

In previous releases, when processing approvals for a change request containing large number of
Impacted Areas or CIs using the CI-IA Level processes, the approval signature generation took a
long time or in some cases timed out, even though the approval mapping did not specify Impacted
Area or CI criteria.
Starting with Service Pack 1 for version 9.1.00, the approval signature process fetches mappings in
a way that will minimize the result-set to the extent possible considerably improving performance.
For more information see description of SW00481048 in Known and corrected issues (see page
20) .
BMC Service Desk Decision tree enhancement
The overall user interface and functionality of using decision trees is enhanced. For the procedure
to use decision trees, see Using the Incident Management decision tree in version 9.1.01.
BMC Remedy Single Sign-On
Support for BMC Remedy Single Sign-On Double Authentication

Double Authentication ensures a second level authentication for the users when approving a BMC
Remedy ITSM application requests. Prior to Service Pack 1, double authentication was not
available on BMC Remedy ITSM applications.

Starting with Service Pack 1 for BMC Remedy ITSM 9.1, if BMC Remedy Single Sign-On is
configured and the Password Required field in the approval configuration is set to Yes, users
require to re-enter their log in credentials when approving a request.
For more information, see BMC Remedy Single Sign-On double authentication (see page 1177).
Version 9.1.00 enhancements

This topic describes new or updated features in version 9.1.00.
BMC Remedy ITSM Suite enhancements (see page 61)

BMC Remedy Smart Reporting enhancements (see page 65)
BMC IT Service Management Installation and upgrade enhancements (see page 65)
BMC Remedy AR System enhancements (see page 65)
BMC Atrium Core enhancements (see page 66)
BMC ITSM Process Designer enhancements (see page 66)
BMC Remedy ITSM Suite enhancements

This section describes new or updated features that are common to two or more of the BMC
Remedy IT Service Management (ITSM) applications.
Enhancement to BMC Remedy ITSM data access model

The following enhancements or changes are made to the BMC Remedy ITSM data access model:
Support group centric ticket data access — T icket data access is now managed based on
individuals (for example, submitter, on behalf of, and assignee) and support groups
associated with a ticket. This restricts ticket access to only those users who are directly
connected to a ticket or to a support group associated with a ticket. For more information,
see Row level security (see page 1179) .
Support for hierarchical groups — This feature is based on the existing hierarchical group
feature in BMC Remedy AR System and allows you to c reate collector groups that are
parents of other groups. The parent group can access its own ticket data and the ticket data
of its child groups. You can extend the ticket data access to higher groups using hierarchical
groups . For more information, see Hierarchical groups (see page 1182).
Assignment menus are tied to the company fields — Manual support group assignment is
now restricted to the company the ticket is for. The assignment menus display support
groups relevant to the location and contact companies mentioned on a ticket. The new
Application Administration Console > Foundation > Advanced Options > Support Group
Assignment Configuration > Configure Assignment Groups for a Service Company form
allows you to define valid support groups for a company. For more information, see Support
group configuration for assignments (see page 414).
For more information on the above enhancements and post upgrade considerations, see Data
access model enhancements in BMC Remedy ITSM 9.1 (see page 1186).

Note
This feature affects the following BMC Remedy ITSM applications:
BMC Asset Management

BMC Service Desk
BMC Service Request Management
BMC Service Level Management (only hierarchical groups (see page 1182))
Merge company or support group data using data wizard

Data merging is moving the data, which includes foundation, process setup, and transactional from
one data structure to another . Merging is useful in case of organizational restructuring or
acquisitions.
In the older versions of BMC Remedy ITSM, data merging was possible by manually updating the
relevant forms.
Starting from 9.1, the action drop-down list on the Data Wizard Console includes a new option
Merge target values that allows you to merge data between:
Companies
Support groups within a company
Support groups across companies
Note
A user with AR administrator permissions can merge data.

For more information on merge target values, see Merging company or support group data (see
page 1374).
Impact on the count target values action

The View Audit Log > Data Wizard Audit form, Data Administration Action Results tab now displays
a new field Merge Specific? while displaying the count information . The Merge Specific? field
either displays Yes or is blank for the forms listed in the count results. If this field displays:
Yes: The forms marked as merge specific are updated only when you perform Merge target
values action and are included in the count information. These forms are not included in the
count information when you perform the Update target values action.
Blank: These forms are included in the count information when you perform Update target
values action.
Foundation data onboarding for multiple companies with validation

In BMC Remedy IT Service Management (BMC Remedy ITSM) 9.1, the Company column has
been added back to the PeopleOrg, Location, Support_Group, People, and Financials
spreadsheets, allowing service providers to load Foundation data for all of the companies they
support. To address security concerns, existing company validation workflow is used to determine
company access for the data administrator running or scheduling the onboarding UDM job. The
related Pentaho transformations have also been updated to support the Company column.
For more information, see Foundation data onboarding for multiple companies with validation (see
page 1418).
KCS Support in BMC Knowledge Management

BMC Knowledge Management now provides support for the knowledge management methods
defined by the Knowledge Centered Support (KCS) framework. While BMC Knowledge
Management is a full-fledged knowledge management tool in itself, it provides back-end support for
KCS for the benefit of organizations that follow the KCS framework in the their IT support
processes.
The following enhancements are provided in BMC Knowledge Management to provide support for
KCS framework:
New permission groups—KCS Candidate, KCS Contributor, KCS Publisher, KCS Coach
BMC Knowledge Management user permissions and KCS user permissions are mutually
exclusive. At one time, a user can have either BMC Knowledge Management user
permissions or KCS user permissions. You can assign KCS permissions to users one at a
time, or to multiple users in bulk using the People Management Console. Iif the users have
existing BMC Knowledge Management user permissions, and you add KCS permissions,
then the BMC Knowledge Management user permissions are automatically removed before
KCS permissions are added.
New out-of-the box knowledge template—KCS template

Several new and updated backend forms and escalations

Data Management enhancements for creating KCS articles from the KCS template
The following enhancements are provided in BMC Remedy with Smart IT (Smart IT) and BMC
Remedy Smart Reporting:
Smart IT— KCS users have access to additional KCS specific functionality, when working
on Knowledge Articles through the Smart IT interface
BMC Remedy Smart Reporting—Several out-of-the-box reports that enable a KCS Coach to
review articles and author performance.
For detailed information, see KCS support in BMC Knowledge Management.
Notes
You can use the KCS features only through Smart IT and BMC Remedy Smart
Reporting user interfaces.
With the introduction of KCS support, there is no change in existing features or
functionalities of the BMC Knowledge Management application. If your
organization does not follow the KCS framework, you can continue to use the BMC
Knowledge Management application.
Improved search result relevancy in BMC Knowledge Management

The default values of Boost Use Relevancy and Boost View Relevancy fields in the Application
Configuration form are updated so that their impact is restrained, thus improving the search
relevancy. As a result, more relevant articles are listed higher up in the search results. For more
information, see Relevancy section and SW00498505 in BMC Knowledge Management online
documentation.
New web service operation added in BMC Service Desk for managing incidents
The HPD_IncidentServiceInterface web service now supports the new Process_Event operation.
Using the Process_Event operation, you can create or update an incident, relate an event to an
incident, and consolidate related incidents. For more information, see Process_Event in the BMC
Service Desk online documentation.
SLM data archiving

BMC Service Level Management version 9.1.00 includes the archiving feature that helps in
reducing the size of your production data sets and improves overall system performance. For more
information, see Service Level Management data archiving.

Note
This release includes only corrected issues for the following applications:

BMC Process Designer
For more information about the issues that are corrected in this release, see Known and
corrected issues (see page 20).
BMC Remedy Smart Reporting enhancements

For more information about BMC Remedy Smart Reporting enhancements, see BMC Remedy
Smart Reporting for version 9.1.00 enhancements (see page 66).
BMC IT Service Management Installation and upgrade

enhancements
This section links to information in the BMC Remedy ITSM Suite Deployment space about
enhancements to the BMC Remedy ITSM installation and upgrade process. The following
enhancements were provided:
Call Home functionality to collect diagnostic information

Update Permission utility for the BMC Remedy Process Designer
Enhancements in Multi-tenancy update
Enhancements in zero downtime upgrade
Other platform enhancements
Other application enhancements
For detailed information about each enhancement, see BMC Remedy ITSM installation and
upgrade 9.1.00 enhancements.
BMC Remedy AR System enhancements

This section links to information in the BMC Remedy AR System space about enhancements in
version 9.1.00 of BMC Remedy AR System.
BMC Remedy AR System 9.1.00 enhancements (main page for BMC Remedy AR System
and BMC Remedy Migrator enhancements, including a What's New video)

BMC Atrium Core enhancements

This section links to information in the BMC Atrium Core space about enhancements in version
9.1.00 of BMC Atrium Core product.
BMC Atrium Core 9.1.00 enhancements (main page for BMC Atrium Core enhancements)
BMC ITSM Process Designer enhancements

With this release, the following improvement has been added to BMC ITSM Process Designer:
Hierarchical Groups support – The BMC ITSM Process Designer did have multi-tenancy
support for a few forms using the field 112. However, with this release, the multi-tenancy
support is also provided for all major forms having Transactional data. This also enables
Hierarchical groups support for BMC ITSM Process Designer forms. The hierarchical groups
support behavior is similar to and is as used by ITSM. For more information on hierarchical
groups support for ITSM, see Hierarchical groups: Using a parent group for permission
inheritance (see page 1182). Manual support group assignment is now restricted to the
Company the ticket is for.
BMC Remedy Smart Reporting for version

9.1.00 enhancements
This topic provides an overview of the enhancements made to BMC Remedy Smart Reporting.
BMC Remedy Smart Reporting is available only for versions 9.0 or later. The application
can be accessed only after BMC Remedy ITSM is installed post the BMC Remedy AR
System installation or upgrade.
Key features of BMC Remedy Smart Reporting

The following new features are included in BMC Remedy Smart Reporting.
Introduction to the Service Dashboard (see page 67)

Enhancements in user onboarding (see page 67)
User creation filter criteria for onboarding (see page 68)
Onboarding users from multiple companies in bulk (see page 68)
Isolation of content import from the user onboarding process (see page 68)
KCS reports for knowledge management (see page 68)
Key performance indicators (see page 69)
Views for archived information (see page 69)
Introduction to GeoPacks (see page 69)

Additional Storyboard theme (see page 69)

Enhanced JDBC capabilities (see page 69)
Introduction to audit reports for administrators (see page 70)
Related topics
Where to find more information
Getting started with BMC Smart Reporting (see page 102)
Introduction to the Service Dashboard

Out of the box, BMC Remedy Smart Reporting provides a Service Dashboard that provides
detailed information about registered BMC Remedy AR System services. The dashboard consists
of multiple charts the provide information including:
Historical data of the status of the services for the past year, which can be drilled down to
view week specific data
Status charts of the current requests related to the service
KPI reports of the historical trend for Change and Incident requests related to the services
Service status reports for the 30 days
For a more detailed description of the details provided on the Service Dashboard, see Out-of-the-
box Service Dashboard (see page 1099).
Enhancements in user onboarding

With this release the BMC Remedy Smart Reporting onboarding process is enhanced.
The new user creation filter criteria onboards only specific users to BMC Remedy Smart
Reporting.
The Multi Company User Onboarding feature now provides the ability to onboard users from
several companies from a multicompany environment, in bulk;
Apart from this, the content import process is now isolated from the user onboarding process. For
more information, see Isolation of content import from the user onboarding process (see page 68)
.

User creation filter criteria for onboarding

The user onboarding process now onboards only users with a license type of Fixed or Floating,
and a status of Current. Further, you can select users who belong to specific BMC Remedy AR
System groups by applying the user creation filter criterion. In scenarios where you have large
number of users, but only specific groups need access to the reporting content, you can use the
filter criterion to onboard specific user groups. Currently only BMC Remedy AR System groups are
available as a filter criteria.For more information, see User creation filter criteria in onboarding (see
page 1602).
Onboarding users from multiple companies in bulk

BMC Remedy Smart Reporting provides an option to onboard multiple companies at a time. This
onboarding option is useful in a typical BMC Remedy ITSM multicompany environment, set up with
multiple companies in a shared BMC Remedy AR System environment. The bulk onboarding
option eliminates the need to repeat the onboarding procedure multiple times for each company.
The onboarding web interface provides an option that enables you to provide the company-specific
data for all companies by using a comma-separated values (CSV) file.For more information, see
Onboarding multiple companies in bulk (see page 1603).
Isolation of content import from the user onboarding process
The content import processes in BMC Remedy Smart Reporting is now isolated from the user
onboarding process. The content import process imports fresh and upgrade out-of-the-box
reporting content to BMC Remedy Smart Reporting. Individual installers, such as BMC Atrium
CMDB or BMC HR Case Management, push fresh and upgrade content to an AR System form
during installation. The content import process imports the content for each application from the AR
form to BMC Remedy Smart Reporting. You must manually trigger the content import process after
you complete the user onboarding. For information about the end-to-end user onboarding and
content import process, see Onboarding users and importing content in BMC Remedy Smart
Reporting (see page 1595). For information about running the content import process, see Importing
out-of-the-box content in BMC Remedy Smart Reporting (see page 1621).
KCS reports for knowledge management

Knowledge Centered Support (KCS) framework defines various assessment metrics for measuring
and monitoring the knowledge health and performance of users. With the addition of new out-of-the-
box KCS reports, BMC Remedy Smart Reporting provides reporting capability for measuring the
KCS defined assessment metrics.
As a KCS Coach, you can access the KCS reports from the BMC Remedy with Smart IT (Smart IT)
interface. For more information, see Reviewing your knowledge team's performance using KCS
reports in the Smart IT online documentation.

Key performance indicators

KPI metrics indicate performance of a process or operation and provide actionable input for
decision making. BMC Remedy Smart Reporting includes KPI metrics for different ITIL processes
out-of-the-box. These metrics are summary data and are summarized daily.
This release of BMC Remedy Smart Reporting provides additional KPI reports for Problem
Management, BMC Knowledge Management, and BMC Service Request Management.
For more information about KPI Reports, see KPI reports (see page 1075).
Views for archived information

BMC Remedy Smart Reporting requires you to create an archive view based on the existing view
to be able to see data from archived forms. This topic describes how to look for an archived form,
and then create a new view for this archived form.
For more information, see Creating new views in BMC Remedy Smart Reporting for archived forms
(see page 1593).
Introduction to GeoPacks
This release of BMC Remedy Smart Reporting provides GeoPacks. GeoPacks include
geographical information that can work with your data without having to be incorporated and stored
in your database.GeoPacks contain one or more levels of geographical data with each level of the
hierarchy containing geographical labels and fields.
For more information about GeoPacks, see GeoPacks (see page 1156).
Additional Storyboard theme

An additional Storyboard theme is provided with this release of BMC Remedy Smart Reporting.
The .xml file that contains the new theme is included in the zip file at the EPD downloads page for
version 9.1.00. Import the Storyboard theme
For more information about Storyboard themes, see Storyboard themes (see page 1720).
Enhanced JDBC capabilities

This release of BMC Remedy Smart Reporting includes multiple enhancements for
SET operators are now available — The UNION query now allows you to use SET operators
for building queries used to create reports. For more information see, Sub queries.
Inclusion of the CURRENT DATE function — In the earlier version of BMC Remedy Smart
Reporting, users had to explicitly enter the current date when creating queries. You can now
select the Current Date option when creating the query.
Local timezone values returned by the DATE function — In the earlier version of BMC
Remedy Smart Reporting, the date and time returned by the DATE function was in GMT.
Now, the date and time is returned in the local time. However, daylight saving is not
considered.

Support for comparison between NULL and NOT NULL values in a CASE statement — New
functionality. Only text fields are supported. DATE and ENUM fields are not supported.
Support for Vendor form – This release provides support for the Vendor field.
Introduction to audit reports for administrators

This release of BMC Remedy Smart Reporting includes multiple out of the box audit reports that
allows administrators to view the overall health of the BMC Remedy Smart Reporting system.
For more information, see Out of the box audit dashboards and reports (see page 1821).
9.1.02: Service Pack 2

This table provides information about fixes and updates in this service pack, and provides
instructions for downloading and installing the service pack.
Updates in To learn about new features added to this service pack, see Enhancements (see page 70).
Service Pack 2
Known and For a list of known issues and issues corrected in this service pack, see:
corrected issues
Application installation and upgrade known and corrected issues in BMC Remedy IT Service
Management Deployment documentation.
Downloading the For download instructions, see Downloading the installation files in the BMC Remedy IT Service
service pack Management Deployment documentation.
Installing the If you are installing the product for the first time, see Installing BMC Remedy ITSM in BMC Remedy IT
service pack Service Management Deployment documentation.
If you are installing this service pack as an upgrade, see Upgrading BMC Remedy ITSM in BMC
Remedy IT Service Management Deployment documentation.
Note:
To avoid import failures, upgrade BMC Remedy AR System and BMC Atrium Core to 9.1.02 before
installing BMC Remedy ITSM Suite 9.1.02 .
Enhancements
Service Pack 2 provides enhancements in the following BMC Remedy ITSM 9.1.02 applications
and components:
Installation and upgrade enhancements in Service Pack 2
Installation and upgrade enhancements in Service Pack 2
BMC Remedy ITSM Suite

Enhancement to BMC Remedy ITSM Suite data access model in 9.1.02

Support group centric ticket data access was introduced in BMC Remedy ITSM Suite in version
9.1.00. This data access model provided ticket data access to individuals (for example, submitter,
on behalf of, and assignee) and support groups associated with a ticket. However, customers who
wanted to have ticket data access at the company level had to manually set company as a parent
of each support group. This task was time consuming if a company had hundreds of companies
and support groups associated with it.
Starting from 9.1.02, providing ticket data access at company level is much easier. A new field
Application Permission Model is added to the System Settings form, which allows you to select
either support group or support group and company level ticket data access. To provide ticket data
access to individuals, support groups, and companies relevant to a ticket, set the Application
Permission Model field value to Support Group and Company.
Note
Starting from 9.1.02, access to service requests of BMC Service Request Management
remains at company level irrespective of the value selected in the Applications
Permission Model field. All the members within a company can access all service
requests.
The behavior of hierarchical groups feature continues to be the same.
For details, see Data access model in BMC Remedy ITSM 9.1.02 (see page 1190) and Row-level
security 9.1.02 (see page 1192).
Support group assignment configuration: Enhancements in 9.1.02
The following enhancements introduced in 9.1.02 make support group configuration for
assignments faster and easier:
Support for mapping support groups to a –Global- company — All support groups mapped
to the –Global- company are available for assignment to all companies in your Remedy
ITSM Suite environment. This simplifies the required configuration for the existing
companies in the system and allows automatic configuration for new companies that are
added to the system.
Enhanced UI for mapping a Support Group to multiple companies — The UI for the Support
Group Assignment Configuration form is improved to allow the mapping of a support group
to multiple companies in a single operation.

Automatic Support Group to –Global- company configuration based on Auto-Assignment

rules — When upgrading from 9.1.01 or an older version to 9.1.02, the auto-assignment
configuration details of a -Global- company are automatically configured in the Support
Group Assignment Configuration form based on the existing auto-assignment rules. T he
auto-assignment data continues to be available on the CFG:Assignment form also.
Note
The title of the Configure Assignment Groups for a Service Company form is changed to
Support Group Assignment Configuration in 9.1.02.
To know the differences between versions 9.1.00 and 9.1.02, see Enhancements introduced in
9.1.00 and 9.1.02 (see page 416).
To define valid support groups, see Support group configuration for assignments in version 9.1.02
(see page 423).
The following enhancements relevant to automation are introduced in BMC Change Management
version 9.1.02:
Support to configure rules for requests from automation system —You can configure rules
specific to requests from the automation system by using the new Automation System tab
added to the Change Configuration Rules form. To configure rules, see Configuring change
rules.
View the details of an automation task associated with a change record—Whenever there is
a change request from an automation system, a change record is created and an automatic
task is associated with the change record. The automatic task represents the automation
job. The job ID, instance ID, job version, and job type are populated in the new Job Details
tab of the Task form. For details, see Viewing job details of an automatic task.
Define Integration and Schedule job commands—The Automatic tab on the Task Template
now allows you to define the following commands:
Integration job: This command represents an automatic task used for integration with
automation system.
Schedule job: This command represents an automatic task, which triggers a job in
automation system.
For details, see Defining automatic commands.
Third-party integrations —If you are using an external automation system, use BMC
Remedy Change Management system web services to create and update Request For
Change. For details, see Third-party integrations .

Template selection rules —Starting from 9.1.02, templates are dynamically applied to a
change record. This enhancement ensures that change records are quickly created and
relevant attributes are applied to enrich the change record. To ensure that correct templates
are searched, optionally, you can define template selection rules by using the new Template
Selection Configuration interface. Using the new UI, you can create, edit, delete, and search
template selection rules. For details, see Configuring change template selection rules (see
page 562).
Support to enable all the task templates for Change-Initiated job— You can select a task
template specific to Change-Initiated Job use case. In the Select Template dialogue box,
you must enable the following criteria:
Type as Automatic
Automatic Command as Scheduled Job
For details, see Relating predefined task group or task templates to a change request .
BMC Remedy Single Sign-On
Enhancements in Service Pack2
BMC Data Compliance For Remedy
Support for integration with Microsoft Office 365 applications

This release supports seamless integration of BMC Remedy ITSM 9.1 SP2 with the DLP feature in
Microsoft Office 365, extending the value of your existing tools and providing better protection to
critical corporate data.
This release supports detecting, monitoring, and reporting data violations for the following Microsoft
Office 365 applications:
Microsoft SharePoint
Microsoft Exchange
New DLP Configuration Wizard

A new DLP Configuration Wizard is added in BMC Remedy ITSM to enable the administrator to
register and authenticate Remedy ITSM application with Microsoft Office 365. By using the DLP
Configuration Wizard, you can subscribe to DLP events and configure assignment routing.
The following table describes new capabilities:
Capability Description
Mange You can subscribe or unsubscribe DLP content. You can subscribe to events from Microsoft SharePoint and
subscriptions Microsoft Exchange applications.
Map Using the wizard, you can configure operational categories and also set impact and urgency of the incidents. This
operational ensures that DLP incidents are routed to the correct assignment group.
categories

Capability Description
Subscribe to If you are subscribing to Microsoft Exchange events, you can view the sensitive data using the following option
sensitive provided in the DLP Configuration wizard. Selecting this option ensures that details of the sensitive data is
data received in Remedy ITSM and is included in the DLP event information.
New permission added in Remedy

A new Compliance Sensitive Data View permission is added. You must have this privilege to view
sensitive data of the DLP events.
DLP:Events Form
A new form called DLP:Events is added in BMC Remedy ITSM to hold details of the DLP event
that is created when there is violation of data. You can view the event details of the DLP incident
from the BMC Remedy with Smart IT interface. The sensitive data is visible only if you have
subscribed to sensitive data (valid only for Microsoft Exchange events).
Data compliance reports

A set of new reports are added in BMC Remedy SmartReporting to identify and analyze security
weaknesses and risks. For more information, see Out-of-the-box BMC Data Compliance reports
(see page 1096).
Getting started
This section contains information you need to be successful as you first begin to use BMC IT
Service Management.
The following information is provided:
Orientation (see page 74)

Quick start (see page 95)
Getting started with BMC Remedy with Smart IT (see page 97)
Getting started with BMC Remedy Smart Reporting (see page 102)
Key concepts (see page 104)
User goals and features (see page 185)
Use cases (see page 188)
Best practices for BMC Remedy ITSM suite (see page 189)
Orientation
Use the topics in this section if you are a new user of the BMC Remedy ITSM suite. These topics
help you to quickly understand what the BMC Remedy ITSM suite is about; they help you to
identify your role, and provide your with links to information that helps you get started or learn
more. Topics inlcude:
Products in the suite (see page 75)

User roles (see page 75)

BMC Service Management Process Model (see page 86)

Value of knowledge base search (see page 88)
Understanding BMC Remedy ITSM Process Designer (see page 88)
Related topics
User goals and features (see page 185) (Organized by goal, the links in this topic help you find
related information quickly.)
Quick start (see page 95) (Organized by role, the links in this topic help you find information that
gets you working with the BMC Remedy ITSM suite right away.)
Products in the suite

The following table lists the products and product versions included in the suite and the use cases
that apply to them.
Name Version Applicable use cases
BMC Asset Management 9.1 Service Asset Lifecycle use case (see page 172)
BMC Change Management 9.1

Change Lifecycle Automation use case (see page 162)
Release Lifecycle Automation use case (see page 164)
Change Management for Virtual and Cloud Environments use case (see page
166)
BMC Knowledge 9.1

Management Article life cycle
Knowledge life cycle management
BMC Service Desk 9.1

Service Desk end-to-end processes (links to information in the BMC Service
Desk online documentation)
Process flow status and the lifecycle of an incident request
Process flow and the lifecycle of a problem investigation
Service Desk Optimization use case (see page 179)
BMC Service Level 9.1 Service Catalog and Request Management use case (see page 155)
Management
BMC Service Request 9.1 Service Catalog and Request Management use case (see page 155)
Management
User roles
BMC Remedy IT Service Management (BMC Remedy ITSM) supports the following user roles:
Application administrator (see page 76)

Change Management user roles (see page 76)
Data Management user roles (see page 77)
Knowledge Management user role (see page 78)

Service Asset Lifecycle user roles (see page 78)

Service Desk user roles (see page 80)
Service Level Management user roles (see page 83)
Service Request Management user roles (see page 84)
Process Designer user roles (see page 85)
Application administrator
In BMC Remedy IT Service Management (BMC Remedy ITSM) Suite, an individual responsible for
the management of the BMC Remedy ITSM applications, including setting up forms, setting access
rights for users, and creating configurations.
Change Management user roles

Comprehensive Change and Release Management includes user roles for several applications, as
indicated in the following table:
User role Description Application
Approver Decides whether to approve or reject changes Approval Central (for more information about
approvals and Approval Central, see Approving
changes using Approval Central)
Change BMC Change Management

coordinator Assesses requests for change that originated from
Incident Management, Problem Management,
Release Management, or Continuity Management
Registers changes as needed to handle requests for
change
Determines the risk and impact for requested
changes
Prepares implementation plans by creating tasks
Monitors the progress of changes
Change BMC Change Management

manager Reviews the risk and impact analysis to ensure that
this has been performed thoroughly
Ensures that appropriate actions have been planned
to minimize both the risk of failure and the impact on
users during change implementations
Ensures that the timing of planned implementations
does not conflict with other planned changes or
events
Obtains approval for changes
Customer Ensures that planned application changes are tested BMC Change Management
Representative before they are transferred to production
Financial Uses review cost information and prepares periodic charge- BMC Change Management, BMC Dashboards
manager back and cost-recovery reports for BSM, and BMC Analytics for BSM

Release BMC Change Management

administrator Transfers releases after their development in the
development environment to the test environment
Transfers releases after they have been tested in
the test environment to the production environment
Specialist Completes tasks and updates them with relevant BMC Change Management
information and status changes
Data Management user roles

Data Management includes the following user roles:
DMT User (see page 77)

DMT Admin (see page 78)
User role for data wizard (see page 78)
Note
Use the People form to define the users. For more information, see Defining users and
administrators for Data Management (see page 1232).
DMT User
Note
DMT is an abbreviation for Data Management Tool.
DMT Users can create jobs, steps, and templates for the companies that they have access to.
They are able to view all jobs that belong to their companies but they can only modify, cancel, or
delete the jobs, steps, and templates that they have created. If required, they can create company-
specific templates.
DMT Users can select custom templates if they are a member of the associated company.
DMT Users can copy out-of-the-box dataload spreadsheets to create their own spreadsheets. They
can view all dataload spreadsheets for their companies but can only modify or delete spreadsheets
that are created by them.

DMT Admin
DMT Admins can create, view, modify, cancel, or delete all jobs, steps, and templates for the
companies that they have been given access to (including jobs that have been created by other
users). If required, they can create company-specific templates.
If DMT Admins are given unrestricted access they can update all jobs for all companies in the
system.
DMT Admins can select custom templates and modify any custom template if they are a member
of the associated company.
DMT Admins can copy out-of-the-box dataload spreadsheets to create their own spreadsheets.
They can view, modify, or delete all dataload spreadsheets that they have been given company
access to.
User role for data wizard

You need AR Administrator user permissions to run the data wizard. For more information, see
Special groups in BMC Remedy AR System.
Knowledge Management user role

The Knowledge Management Approver role is the sole functional role that is provided by BMC
Knowledge Management. The Knowledge Management Approver role enables you to receive
approval requests for publishing, canceling, and retiring knowledge articles, that you can approve
or reject in Approval Central.
This functional role is usually assigned to senior members of a support group, who possess a high
level of technical knowledge.
Recommendation
Approvers should have the Knowledge Viewer, Knowledge User, or Knowledge Admin
permission to be able to view knowledge articles before approving or rejecting them.
Service Asset Lifecycle user roles

Service Asset Lifecycle includes user roles for several applications, as indicated in the following
table:
Approver Approvers perform the following tasks: Approval Central
Approve or reject requests for the acquisition of new items.

Approve or reject proposed standard configurations.

Configuration Configuration administrators require an overall view of the CIs for which their support BMC Asset
administrator groups are responsible. Some organizations call this role an asset manager. For CIs for Management and
which their support group is responsible, configuration administrators perform the BMC Atrium CMDB
following tasks:
Create purchase requisitions.

After an item is ordered has been delivered, verify the condition and inform
purchasing.
Label items after they have been delivered.
Keep CIs up-to-date.
Maintain the information of external organizations that supply or support items.
Maintain CI relationships. These relationships include the relationships between a
CI and other CIs, its supplier, its contracts, and the service infrastructures that it
is a part of.
Manage inventory.
Perform bulk updates.
Create maintenance schedules and audit schedules for CIs.
Contract Contract managers are responsible for managing IT contracts. Contract managers BMC Asset
manager perform the following tasks: Management and
BMC IT Business
Create support, warranty, lease, maintenance, and software contract and license Management Suite
information.
Relate the contracts to the applicable CIs.
Maintain the contract data.
Make sure that customers are renewing or renegotiating their contracts.
In some organizations, the contract manager also takes on the role of software
asset manager.
Customer IT users and other customers place requests for new assets. BMC Service
Request
Management
Financial Financial managers use review cost information and prepare periodic charge-back and BMC Asset
manager cost-recovery reports. Management, BMC
Dashboards for BSM,
and BMC Analytics
for BSM
Purchasing Purchasing agents perform the following tasks: BMC Asset

agent Management
Obtain quotes from suppliers for items that have been requested for purchase.
Request approval for ordering items after the quotes from suppliers for these
items have been collected.
Submit purchase orders for items that have been approved for purchase.
Update purchase line items after configuration administrators have confirmed the
receipt of items for which purchase orders were submitted.
Software Software asset managers are responsible for optimizing software assets and for BMC Asset
asset managing compliance with software license contracts. They also evaluate usage of Management
manager software licenses to make sure that the organization is not over-purchasing licenses.
This role can be fulfilled by the configuration administrator.

Service Desk user roles

BMC Service Desk user roles are divided between the Incident Management and the Problem
Management features. For information about the user roles associated with each feature, see the
following pages:
Incident management user roles (see page 80)

Problem management user roles (see page 82)
Incident management user roles

This topic describes end user roles for the Incident Management feature of the BMC Service Desk
application. It contains information about the following roles:
Support staff (see page 80)

Manager (see page 81)
User (see page 81)
Requester Console (see page 82)
Support staff
For the incident management process, the BMC Service Management Process Model defines the
following support staff roles.
Service Desk Analysts are usually first-line support staff. A Service desk analyst's responsibilities
include:
Providing the interface between the service owner organization and its customers
Obtaining accurate and complete information from the user when creating the incident
request, and doing so efficiently and accurately
Resolving as many of their registered incident requests as possible within the limitations of
their access rights and their time constraints
Ensuring that the incident requests that they have registered, but which they are unable to
resolve, are assigned to the most appropriate group for resolution
Validating incident request resolutions with their users
Specialists are usually second-line and third-line support staff. They are considered subject matter
experts. Their main responsibility is to provide an accurate analysis and a diagnosis of their
assigned incident requests to restore service to the affected users. A specialist's responsibilities
include:
Resolving incident requests

Updating incident requests with relevant information and status changes
Escalating incident requests, for which resolutions can be implemented only through the
change management process, to the owner of the affected service

Manager
For the incident management process, the BMC Service Management Process Model defines the
following management roles.
Group coordinators are responsible for the quality and integrity of the incident management
processes and for the work of their support group members. They coordinate the assignment of
incident requests to support staff. The group coordinator's other responsibilities include:
Monitoring incidents
Monitoring open incidents requiring assignment
Managing the assignment of incidents to their appropriate support groups for resolution
Receiving notifications of incident assignments and escalations
Facilitating the resolution of escalated incidents in accordance with the escalation policy
Ensuring the resolution of incidents within the support group's service targets
Ensuring the overall completeness and accuracy of closed incidents
Reviewing reports
Ensuring that incidents requiring root cause analysis are copied into Problem Management
Managing support group membership
Managing scripts, templates, and decision trees
On-Duty managers take over the responsibility from service owners when the owner is not
available to perform the incident escalation handling procedure. In these situations, the on-duty
manager decides whether an escalated incident must be resolved by implementing an emergency
change, by recovering the affected service at its continuity site, or by continuing the resolution of
the incident within the incident management process.
Service owners create and assign incident requests. They also decide whether an escalated
incident needs to be resolved by implementing an emergency change, by recovering the affected
service at its continuity site, or by continuing the resolution of the incident within the incident
management process.
User
A user is usually an employee who needs assistance from the IT support staff to resolve an
incident or implement a change. Anyone in your organization can be a user.
The incident user's responsibilities include:
Requesting support when necessary and providing the required information to help resolve
the incident requests. They submit requests by filling out the Request form, or by contacting
the service desk by email or telephone.
Verifying the solution provided by the service owner organization and reopening the incident
request if the solution is not acceptable

Requester Console
Users of the Requester Console are usually employees who need assistance from the IT support
staff. The user or requester is typically an employee in the organization who must have a change
implemented or an incident resolved. But any member of your organization can be a requester.
However, the user might not be an employee. Non-employees can also be requesters, since non-
registered users can also submit service requests. Traditionally, after a requester made a
telephone call to a central help desk, a support staff member logged the request.
BMC Service Desk: Incident Management and BMC Change Management provide user self-
provisioning. Using the Requester Console, requesters can submit, track, and (in some cases)
resolve their own requests, and, as a result, improve the overall efficiency.
BMC Change Management and BMC Service Desk: Incident Management are preconfigured to
work with the Requester Console. However, an organization can set an option to make the
Requester Console unavailable.The Requester Console is the primary interface for requesters to
define and view their requests. From the Requester Console, you can define a request that is
submitted to BMC Change Management or BMC Service Desk: Incident Management. You can
also view requests and respond to a survey after the request has been resolved.
Problem management user roles

This section describes the end user roles for the Problem Management feature. It contains
information about the following roles:
Problem coordinator (see page )

Specialist (see page )
Problem coordinator
Problem coordinators are responsible for the quality and integrity of the problem management
process. Problem coordinators have full access to problem investigations, known errors, and
solution entries assigned to their support groups.
Note
Problem coordinators require at least the permission of Problem User to access Problem
Management. In addition, they must have the functional role of Problem Coordinator to
perform the problem coordinator's duties.
Their responsibilities include:
Reviewing the incident requests that have been related to the services for which they act as
the problem coordinator, to help identify problems

Ensuring that the problems for which they are responsible, including the ones that have
been identified within the Availability and Capacity Management processes, progress
through the problem management process in a timely and prioritized fashion
Ensuring that the information entered in the problem investigations and known errors that
they manage is accurate and complete
Reviewing periodically their problem investigations for which a practical structural solution
can not be found
Verifying structural solutions and closing the known errors and problem investigations that
they manage
Specialist
Specialists work on problem investigations, known errors, and solution entries as assigned. Their
responsibilities include:
Suggesting workarounds for problems

Establishing the root causes of identified problems
Proposing structural solutions (that is, permanent solutions) for problems
Implementing structural solutions for problems if the Change Management process is not
required
Updating the problem investigation with relevant information and status changes
Individuals fulfilling the role of a specialist require Problem User permissions to access the Problem
Management feature. Permissions are assigned to individuals by the system administrator.
For more information about Problem Management permissions, see Problem Management
permissions.
Service Level Management user roles

BMC Service Level Management (BMC SLM) is primarily used by application administrators,
service level administrators, reporting administrators, customers, and developers. The information
created by BMC SLM also provides value to IT managers and business level managers.
Tip
You can assign roles to users by selecting from the Group list in the BMC Remedy AR
System User form. For more information, see Adding and modifying user information for
BMC Remedy AR System.
BMC Service Level Management user roles
User role Description

Application The application administrator is responsible for installing and configuring BMC SLM, such as creating templates
administrator and defining goal types. The application administrator is also responsible for integrating other applications with
BMC SLM.
Note: Before configuration tasks can be performed, you must create and add an application administrator to the
Administrator permission group in the BMC Remedy AR System User form.
Service level The service level administrator is responsible for defining agreements, service targets, and contracts. This user
administrator relies on the SLM Console and Contract Console to perform these activities.
Reporting The reporting administrator is responsible for designing, developing, and scheduling service level reports that
administrator meet the needs of the service stakeholders such as service level managers, service providers, business
relationship managers, and customers. This user relies on the Reporting Console to perform these activities.
Service level The service level manager is responsible for monitoring service levels, identifying trends, periodically reporting to
manager service stakeholders, and assisting in continual service improvements. This user relies mainly on the SLM
Dashboards and reports to manage expectations between the service providers (IT organization) and the
business users or customers.
Customer The customer or end user is the consumer of the service. This user relies on the real-time SLM Customer
(end user) Dashboard and static reports to ensure that the service quality and responsiveness of service providers meet the
agreed upon expectations.
Developers Developers are responsible for customizing the application. For example, these users might want to customize
the product using an overlay object or display BMC SLM status in custom applications using web services.
For more information about these roles and their permissions, see User permissions.
For more information about user goals and features for each of these roles, see User goals and
features.
Service Request Management user roles

The following table shows the user roles for BMC Service Request Management:
User
Submits service requests
Monitors the status of their requests
Makes requests on behalf of other users (entitlement rule and application license are required)
Business
manager Approves requests as the requester's manager, which is specified in Manager's Name field on the More
Details tab of the People form
Reviews the consolidated or individual status of service requests in the organization
BMC Service
Request Installs and configures the application
Management Configures the connection to the fulfillment application
application Integrates third-party applications (optional)
administrator Performs system-level troubleshooting

Service
catalog Defines application object templates (AOTs) and process definitions templates (PDTs)
manager Creates service request definitions (SRDs) (requestable services), including service level agreements
(SLAs), cost and price, system-level common offerings, and mappings to the process flow from the
business
Manages the process as SRDs move from draft to approval, and then to deployment
Defines entitlement to SRDs (optional)
Business
analyst Uses the Service Request Designer to create requestable services
Defines entitlement to SRDs (optional)
Service
request Monitors requests in which the service request coordinator is defined as the coordinator, making sure that
coordinator the requests are executed on time
Reviews the approval status of requests
Opens the back-end Service Requests form to view the status of service requests and troubleshoot issues
with request fulfillment
Creates service requests for other users (entitlement rules are required)
With additional configuration, approves requests
Fulfillment
provider Works as the change assignee, incident assignee, or the work order assignee, to make sure that requests
are fulfilled properly
Completes the assignments required to fulfill requests
Work order
manager In large companies, plans and oversees the work order process
In small companies, additionally functions as work order assignee who performs the tasks for work orders
Tracks work orders
Work order
assignee Implements assigned work orders
Creates work order tasks
Process Designer user roles

BMC Remedy ITSM Process Designer application provides the following user roles:
ProcessDesignerAdmin (assign this role with the Process Designer Administrator group)
Users with this permission can create, modify, and deploy processes for all Companies that
the user has access to. They can also map processes to BMC Remedy ITSM fulfillment
requests by using the Process Designer mapping form.
ProcessDesignerSubAdmin (assign this role with the Process Designer Sub Administrator
group)
Users with this permission can create processes, and modify non-live processes, but cannot
deploy processes or map them to BMC Remedy ITSM fulfillment requests.

BMC Service Management Process Model

IT Information Library (ITIL) describes best practices at a high level. It provides guidance on steps
to take, processes, and workflows. Organizations are then free to implement the work-level
procedures for daily activities that apply to their requirements.
The BMC Service Management Process Model illustrates how ITIL processes map to work
instructions performed in the BMC Remedy IT Service Management (BMC Remedy ITSM)
applications. The BMC Service Management Process Model describes a set of predefined
processes for the delivery and support of information technology (IT) services. The processes
described by the BMC Service Management Process Model are aligned with ITIL good practices.
The model was built to provide an easy-to-use interface that provides quick access to detailed
information regarding service management processes.
You can open BMC Service Management Process Model from any of the BMC Remedy ITSM
application consoles or forms by clicking the Process Overview icon.
The following video presentation provides an overview of the BMC Service Management Process
Model.
View video on YouTube
Tip
The Incident Management and Problem Management features of BMC Service Desk,
BMC Change Management, Release Management, BMC ProactiveNet event
management, and BMC Service Level Management processes are developed from the
BMC Service Management Process Model.
Understanding the graphical elements of BMC Service Management Process

Model
The main graphical elements used in the BMC Service Management Process Model interface are
process model box and process model header.
Process model box

On the main page of the BMC Service Management Process Model interface, process model
boxes represent discrete IT Infrastructure Library (ITIL) processes, such as Event Management.
Process model header
The horizontal frame that appears at the top of the page is the process model header. On the BMC
Service Management Process Model main page, the process model header contains the following
text:
Service Management Process Model
When you click one of the process model boxes to enter a specific process model (for example,
Event Management), the content of the process model header changes to display the name of the
process that you are viewing (for example, Event Management).
Other graphical elements
The following table describes and shows examples of other graphical elements.
Element Description File name Graphic

name
Page Controls the title background on Background_Page_Header.

Header all pages except the main page, jpg
Background which does not use a
background
Page Controls the copyright statement Background_Page_Footer.

Footer on all pages except the main jpg
Background page. The copyright statement
on the main page is HTML text.
Horizontal Controls the background color Background_ Horizontal.

Background of the process model header png
Vertical Controls the background color Background_ Vertical.png

Background of the buttons that appear in the
vertical frame on the left side of
the browser window
Bullet Used to display bullets in front Bullet.gif

of text

Value of knowledge base search

BMC Knowledge Management provides the infrastructure for creating, storing, publishing,
reviewing, and searching IT knowledge articles to aid service desk analysts via a knowledge base
of easy-to-find solutions, and give users self-service search options to help them resolve issues on
their own.
With BMC Knowledge Management, you can:
Improve service quality through easy access to knowledge

Reduce support calls and costs by enabling users to search without involving the service
desk
For more information, see BMC Knowledge Management.
Understanding BMC Remedy ITSM Process Designer

BMC Remedy ITSM Process Designer is a tool that you can use to build and implement processes
for requests such as change and service requests. BMC Remedy ITSM Process Designer contains
the following components:
Process templates (see page 92)

Process Tracker (see page 93)
Process wizard (see page 94)
Important
BMC Remedy ITSM Process Designer client supports only the English locale.
The following information is provided in this topic:

Important Process Designer functionality

BMC Remedy ITSM Process Designer provides a graphical interface for building processes that
can be executed within BMC Remedy ITSM applications based on tasks, dependencies, decisions,
and rules, without the need to develop new applications, customize existing applications, or
customize or update multiple complex templates. BMC Remedy ITSM Process Designer is useful
for systems that require multiple different processes and tasks depending on the type of request. It
provides a graphical user interface for building processes that can be executed within BMC
Remedy ITSM applications based on tasks, dependencies, decisions, and rules without the need to
develop new applications, customize existing applications, or customize or update multiple
complex templates. BMC Remedy ITSM Process Designer is useful for systems that require
various multiple processes and tasks depending on the type of request. Every process of Process
Designer belongs to an ITSM company. When you connect to the client you can only see
processes that belong to your own company (unless you are a Remedy Administrator).
BMC Remedy ITSM Process Designer also provides the following functionality:
A Process Tracker to view the status and history of each instance of the process
Release management with full auditing and rollback capability
Decision tree support and a data entry wizard
Full integration with the out-of-the-box BMC Remedy ITSM applications and custom-built
applications
Import and export capability for migrating processes between servers
Using BMC Remedy ITSM Process Designer with BMC Remedy ITSM provides the following
benefits:
Processes that fit your business — You can design and implement processes that fit your
business without having to customize the existing out-of-the-box applications.
Understand and review the processes easily — You use the graphical format to build and
review processes in exactly the way that they are implemented.
Faster deployment at lower cost — You can use a simple graphical interface to implement
processes without having to customize BMC Remedy ITSM applications.
Reduced support and upgrade costs — BMC Remedy ITSM Process Designer helps reduce
time and effort to support the BMC Remedy ITSM applications because no additional
development or customization is needed.
Streamlined processes — BMC Remedy ITSM Process Designer enables automation of
processes by implementing automated actions and approvals.
Adherence to management, compliance, and audit requirements — The Process Diagram
and Process Tracker provide a diagrammatic view of the process and its current status, and
a historical flow of every transaction through the process.
Simplified user interface — You can build decision trees quickly to provide a simplified user
interface for the data required to support processes.

Automated, built-in version control — Processes are automatically version-stamped, which

enables you to easily roll back to or report usage of earlier versions.
Process Designer may not offer a lot of cost savings over PDT/AOT approach for very simple
fulfillment processes (for example, creating single incident), but you may build complex fulfillment
processes in future or start using Process Designer for other ITSM workflows. Therefore, there is
no need for you to learn any other tool.
You can use Process Designer with Remedy on Demand.
Features
BMC Remedy ITSM Process Designer consists of the following features:
Version control
Process automation
Users of Process Designer

The user of Process Designers are usually Business Administrators or Process Designers for initial
process construction, supplemented by BMC Remedy Administrators to review, augment and
deploy. To use Process Designer, you must to be a member of the Process Designer Administrator
group.
Benefits of Process Designer

The Process Designer application has the following benefits:
Processes that suit your business: You can design and implement processes that suit your
business needs without having to customize existing out-of-the-box applications.
Understand and review the processes easily: You can use a graphical format to build and
Faster deployment at lower cost: You can use a simple graphical interface to implement
Reduced support and upgrade costs: BMC Remedy ITSM Process Designer helps reduce
development or customization is required.
Streamlined processes: BMC Remedy ITSM Process Designer enables automation of
Adherence to management, compliance, and audit requirements: The Process Diagram and
Process Tracker provide a diagrammatic view of the process and its current status, and a
historical flow of every transaction through the process.
Simplified user interface: You can build decision trees quickly to provide a simplified user
interface for the data required to support processes.
Automated, built-in version control: Processes are automatically version-stamped, which
enables you to easily roll back to or report usage of earlier versions
Higher business flexibility

Increase user productivity
Reduced user training costs
Increased process conformance, auditability and governance
Graphical Process builder

Automated implementation of processes in Remedy
Support for multi-tenancy and localization
Process Version control (including rollback capability)
End user process navigator
Graphical process tracking
BMC Remedy ITSM Process Designer uses version numbers to provide configuration
management of processes. Every process template is automatically assigned a unique version
number, which helps you to restore to earlier versions of the template when you perform testing.
Process automation
BMC Remedy ITSM Process Designer provides full automation of service management processes,
which helps eliminate the overhead of manual work and improve the efficiency and accuracy of
component activities. You can define business rules in BMC Remedy ITSM Process Designer that
are required to automate each step in an individual process. BMC Remedy ITSM applications
interpret these business rules at runtime and use them to automatically process each step without
the need for manual intervention.
You can automate a chain of process steps that ultimately can automate the complete process,
letting the users manage exceptions and nonstandard requests.
Process Designer documentation

Current customers of BMC Remedy ITSM Process Designer can use the information in the
following table to locate content in the online documentation that was previously provided in PDF
format. In many cases, the content has been distributed among several sections in the BMC
Remedy IT Service Management space, depending on the task being performed.
Previous documents New topic
BMC Remedy IT Service Management Process Designer

Concepts Guide BMC Remedy ITSM Process Designer architecture (see page
107)
Process Designer user roles (see page 85)
Understanding BMC Remedy ITSM Process Designer (see
page 88)
BMC Remedy ITSM Process Designer deployment example
(see page 271)

Previous documents New topic

Installation Guide Installing BMC Remedy IT Service Management Process
Designer
Performing the BMC Remedy ITSM Process Designer
upgrade
Troubleshooting Process Designer (see page 1948)

User Guide Accessing BMC Remedy ITSM Process Designer (see page
1488)
BMC Remedy ITSM Process Designer interface (see page
1488)
Localizing BMC Remedy ITSM Process Designer field labels
(see page 1493)
Managing processes with BMC Remedy ITSM Process
Designer (see page 1499)
Importing and exporting process templates (see page 1494)
BMC Remedy ITSM Process Designer Configuration Configuring BMC Remedy ITSM Process Designer (see page 709)
Guide
Process templates
Processes created within BMC Remedy ITSM Process Designer are stored in the BMC Remedy
database. Each process that consists of a collection of tasks, dependency rules, SLA targets,
actions, and related fields is called a process template.
A process template is a combination of a header record and a logical grouping of tasks. The
header record holds information about the status of the process and its version number, name,
type, and SLA. It is called a template because it can be used as the basis for a process that relates
to an application record such as a fault, incident, or change request within the BMC Remedy ITSM
applications.
Both processes and tasks have associated SLAs, which define the time that is allocated to
complete the process and its component tasks.
Process template states
Process templates can be in different states, like, design, test, live, suspended and archive. The
various process template states and the valid transitions between those states are shown below.

Process Tracker
Process Tracker is a component of BMC Remedy ITSM Process Designer that you use to
graphically track the progress of requests based on the tasks completed, assigned, and are
outstanding (pending). Each task is color-coded to indicate the current status, as defined in the
legend.
Also, from the Process Tracker you can insert ad hoc tasks to an initiated process. For more
information on ad hoc tasks, see Inserting Ad hoc Tasks (see page 1505) .
Process Tracker is installed as a Data Visualization Module (DVM) and viewed in the data
visualization field. The installation of the DVM is performed automatically as part of the Process
Designer Integration Configuration Tool (PDICT) Core application installation.

Process Tracker runs on BMC Remedy Mid Tier. If errors occur in the display of Process Tracker
diagrams, see Troubleshooting Process Designer installation (see page 1949).
Process wizard
The Process wizard in BMC Remedy ITSM Process Designer:
provides a method of entering data for a request

helps navigate the best-practice process flow without the need for specialized training on the
BMC Remedy ITSM applications
The Process wizard is generated directly from the BMC Remedy ITSM Process Designer process
definition. Therefore, you can customize this wizard to select what data must be captured from the
requests and what work instructions must be provided.
By using the Process wizard to capture data, you eliminate the need to customize your application
and reduce the effort and risk associated with future application upgrades.

You can use the Process wizard with BMC Remedy ITSM applications version 7.6.04 and later,
including Incident Management, Problem Management, BMC Change Management, Work Orders,
BMC Service Request Management, and any custom applications.
Quick start
Use the links in the following tables to quickly find information that will help you get started working
with the BMC Remedy ITSM suite.
Administrator links (see page 96)

User links (see page 96)
Developer and Architect links (see page 96)

Related topics (see page 96)
Administrator links
These links are helpful for people who fulfill different types of administrative roles in different
situations.
Administrator type Links
System administrators working with new installations and upgrades Data Management (see page 1196)
Configuring after installation (see page 289)
System administrators working with existing installations Data Management (see page 1196)
System requirements (see page 287)
Data Management Administrators Data Management (see page 1196)
Task Administrators Configuring Task Management System
User links
These links are helpful for people who use the BMC Remedy ITSM suite applications. The links are
organised by experience level and user type.
User type Links
New users Value paths (see page 104)
Accessing and navigating the interface (see page 760)
Experienced users Using (see page 760)
Data Management users Data Management (see page 1196)
Developer and Architect links

Developers and architects can use these links to quickly find topics of interest to them.
Developer or Architect Links
Developer Developing (see page 1830)
Architect Architecture (see page 105)
Deployment Architecture (see page 253)
Related topics
Orientation (see page 74)

Use cases (see page 188)
Getting started with BMC Remedy with Smart

IT
If you are... Refer to the following documentation:
a new user
Smart IT orientation (see page 97)—High-level description of Smart IT
Smart IT quick start (see page 98)—UI navigation
Smart IT overview (see page 98)—Key benefits of Smart IT, similarities and
differences with BMC MyIT
Smart IT user goals and features (see page 100)—Specific tasks based on your role
in the organization
a service desk agent, specialist, or Using—Basics of using Smart IT, managing your work, creating tickets, creating knowledge
manager articles
an administrator
Release notes and notices
Known and corrected issues for BMC Remedy with Smart IT
Enhancements in each release
Planning—System requirements, permissions needed, performance data
Installing—Fresh installation, deployment
Upgrading—Upgrade from previous versions of Smart IT and BMC MyIT
Administering—Custom fields, actions, Smart Reporting integration
The links in this topic refer to version 1.5. For information about previous BMC Remedy with Smart
IT versions, see:
BMC Remedy with Smart IT 1.4
Smart IT orientation
The BMC Remedy with Smart IT (Smart IT) user interface provides an intuitive, social, and mobile
service desk experience that enables a more knowledgeable and collaborative workforce
organized around IT roles, not modules.
Smart IT allows you to:

Experience an elegant, friction-free UI designed for specific BMC Remedy ITSM roles
Access all relevant information in a single window, for a 360-degree view of your customer,
service history, and related incidents
Experience anytime, anywhere access to complete ITSM functionality from the field (mobile-
first design)
Share knowledge and collaborate in real time with crowd-sourcing
Smart IT combines with BMC MyIT to deliver an exceptional user experience to both sides of the
service desk.
Where to go from here

For more details about Smart IT, see Smart IT overview (see page 98).
To get started, see Smart IT quick start (see page 98) and Smart IT user goals and features (see
page 100).
Smart IT quick start

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check/update the page name used in the 'multiexcerpt-include macro.
Smart IT overview
BMC Remedy with Smart IT (Smart IT) is the next-generation BMC Remedy IT Service
Management (BMC Remedy ITSM) user experience. Basic BMC Remedy ITSM processes—
creating tickets, viewing related items such as tickets, assets, or knowledge articles, and updating
profile information—are now easier and quicker. The new user interface reduces the steps involved
in performing these tasks.
Why Smart IT? (see page 98)

Is Smart IT the same as BMC MyIT? (see page 100)
Why Smart IT?

Using Smart IT provides several benefits:
Faster and more efficient ticket logging (see page 99)

View of related knowledge articles from within a ticket, for faster ticket resolution and easier
information search (see page 99)
Collaboration tools to share knowledge within a team (see page 99)
Single-level categorization selection (see page 99)
Customization options for adding field to your views (see page 99)

Faster and more efficient ticket logging

Smart IT provides a single interface to create multiple ticket types such as incidents, work orders,
change requests, or service requests. Ticket creation is faster with a limited number of required
field values, because of the following features:
Automatic creation of a ticket as you take notes during a customer call

The Smart Recorder provided as part of Smart IT allows you to take notes while talking to
your customers. You can add the customer name, contact name, and affected assets using
special indicators, and the system provides a list of available options as you type your notes.
Based on keywords in your notes, Smart IT starts to create the ticket in the background.
After you finish taking your notes, you can create the ticket with the click of a single button.
Easy identification of users, related assets and incidents, and available templates while
creating tickets
With the use of special characters as you take your notes while talking to a customer, Smart
Recorder displays a list of customers or assets available in the system. You can select the
appropriate customer or asset as you type, and these details are automatically displayed
within the ticket that is created. Based on keywords in your notes, Smart Recorder displays
a list of available templates to use when creating the ticket.
View of related knowledge articles from within a ticket, for faster ticket resolution and easier
information search
As you create a ticket (or when you view an existing ticket), Smart IT uses keywords to display a
list of related knowledge articles. You can review and use the information applicable to the ticket.
Collaboration tools to share knowledge within a team

Smart IT provides a chat application that allows you to communicate with other members of your
team to get help or provide help in resolving a ticket.
Single-level categorization selection

Directly select categorization values from a single-level menu, without having to browse through
multiple menus.
Customization options for adding field to your views

As a BMC Remedy ITSM administrator, you can add custom field values to your incident, work
order, change request, or task views, or to the People Profile page.

Is Smart IT the same as BMC MyIT?

Smart IT and BMC MyIT are tightly integrated. Smart IT is a new user interface for BMC Remedy
ITSM. It is available to everyone who has a user license for BMC Remedy ITSM Suite, BMC
Remedy Service Desk, or BMC Remedy OnDemand. BMC MyIT is a separately licensed product
for business users, whereas Smart IT is primarily for support staff. Starting with BMC MyIT 2.1 and
Smart IT 1.0, these products share the same installer, social engine, databases, and server. They
have separate mobile apps and universal clients that connect to the same server. When you install
one, the other is also installed, but you can use Smart IT and BMC MyIT only if you have the
appropriate licenses. Y ou can use Smart IT without buying or configuring BMC MyIT. You also do
not have to enable or disable Smart IT and BMC MyIT. BMC Remedy OnDemand customers do
not need a separate user license for BMC MyIT.
Comparison of Smart IT and BMC MyIT
Smart IT BMC MyIT
Users Support staff Business users
License BMC Remedy ITSM Suite, BMC Service Desk, or BMC BMC MyIT license or BMC Remedy
Remedy OnDemand user license OnDemand user license
Apple iOS and Google BMC Remedy for Smart IT BMC MyIT
Android apps
Universal Client Accessible at http://<server>:<port>/ux/smart-it/ Accessible at http://<server>:<port>/ux

/myitapp/
Administration Console Accessible at http://<server>:<port>/ux/admin Accessible at http://<server>:<port>/ux

/admin
Note
If you have enabled Secure Socket Layer (SSL), then you can use https protocol to
access the URLs.
Smart IT user goals and features

User goal Where to find information
Install or upgrade Smart IT

Install the Smart IT interface
Upgrade Smart IT
Understand system requirements for implementing Smart IT
Perform post-installation configuration

User goal Where to find information
Work with Smart IT

Access Smart IT
Manage my work with Smart IT
Search for something in Smart IT
Broadcast a message using Smart IT
Add a custom field to a ticket view, or to your People Profile
Work with tickets in Smart IT All tickets
Viewing and updating tickets using Smart IT

Monitor the Service Level Agreement for a ticket
View detailed information about a ticket
Incidents and work orders
Scenarios for creating tickets using Smart IT

Create a ticket while I take notes during a customer call
Create an incident ticket, work order, service request, change request, or problem
investigation
Change tickets
Creating and managing change requests using Smart IT

Automated change requests in Smart IT
Problem Management tickets
Creating and managing problem investigations in Smart IT
Work with knowledge articles in

Smart IT Resolve tickets with the help of Knowledge articles
Create knowledge articles
Familiarizing yourself with the Knowledge interface when using KCS
Work with Assets in Smart IT

Working with assets in Smart IT
Overview of asset profiles in Smart IT
Creating tickets from an asset
Scanning assets in Smart IT using mobile devices
Smart IT asset types and sub types

Getting started with BMC Remedy Smart

Reporting
Contents
Introduction to BMC Remedy Smart Reporting (see page 102)

Supported locales (see page 102)
Reporting concepts (see page 102)
Where to start (see page 103)
Where to go from here (see page 104)
Introduction to BMC Remedy Smart Reporting
Supported locales
BMC Remedy with Smart Reporting supports the locales provided with BMC Remedy AR System,
except Russian (RU) and Korean (KO). Currently, Smart Reporting does not provide support for
other locales.
The following languages are supported:
English United States of America en_US
French France fr_FR
German Germany de_DE
Italian Italy it_IT
Japanese Japan ja_JP
Simplified Chinese China zh_CN
Spanish Spain es_ES
Portuguese Brazil pt_BR
Reporting concepts
Explore the new features available with BMC Remedy Smart Reporting and understand how
reporting works.

What's New
Understand the new enhanced features

available with BMC Remedy Smart
Reporting.
Available report types
BMC Remedy Smart Reporting allows you

to create multiple types of reports.
This video provides a description of the

different types of reports available.
Key Performance Indicator (KPI) reports
Performance based reports using

pre-defined indicators allow you
to review performance of the teams,
and system among other criteria.
This video provides an introduction to the

out of the box KPI reports.
Where to start
Depending on your role, and the task you want to perform, open the links in a new tab to get
started with BMC Remedy Smart Reporting.

Related videos
Collaborate with BMC Remedy Smart Reporting
Collaboration options available with BMC Remedy Smart Reporting allow you to create
discussions for reports, provide feedback as comments. or leave annotations for specific time
periods on a trend report.
This video describes the collaboration options available with BMC Remedy Smart Reporting
View

The main topics that cover the basic getting started:
Understand how BMC Remedy Smart Reporting works (see page 182)
Navigate the Smart Reporting system (see page 770), accessing different components and
builders
Access different types of content (see page 810) in BMC Remedy Smart Reporting
As an administrator, you can then review Creating Content (see page 1794)
Use the reporting features (see page 809)provided with BMC Remedy Smart Reporting
View the collaboration options (see page 1100) available with BMC Remedy Smart Reporting
Best practices for using BMC Remedy Smart Reporting (see page 1151)
Related topics
Key concepts
This section introduces you to high-level concepts that should be understood before you use the
BMC Remedy ITSM Suite applications:
Architecture (see page 105)

BMC Remedy ITSM Solution overview (see page 148)
Core IT Service Management concepts (see page 158)
ITIL and BMC Remedy ITSM (see page 181)
How BMC Remedy Smart Reporting works (see page 182)

Value paths
BMC provides value paths that contain prescriptive steps and recommendations for realizing value
and achieving Business Service Management maturity. You can use these value paths to create
your own projects for automating, integrating, and optimizing ITIL-based service support processes
across IT. The value paths are built from the BMC Service Management Process Model (see page
86).
The following value paths are applicable to the BMC Remedy IT Service Management and BMC
Remedy OnDemand solutions:
Service Asset Lifecycle (see page 168)

Manage Cost, Improve Utilization, Ensure Compliance
Service Desk Optimization (see page 174)
Standardization, consolidation, and simplification
Service Catalog and Request Management (see page 149)
Define scope of service, cost reduction and customer satisfaction
Comprehensive Change and Release Management (see page 158)
Minimize impact and manage volume and demand
Architecture
This section describes the BMC Remedy IT Service Management (BMC Remedy ITSM)
architecture, including its relationship to BMC Remedy Action Request System server (BMC
Remedy AR System server) and BMC Atrium Core. It also provides the following information:
BMC Remedy ITSM Process Designer architecture (see page 107)

Hub and Spoke capability overview (see page 112)
Categorization (see page 114)
Organization of modules, applications, and subsystems (see page 115)
Deployable application structure model (see page 116)
Assignment architecture (see page 117)
Notification Engine (see page 118)
Command Automation Interface (see page 120)
Requester console architecture (see page 121)
Foundation (see page 123)
Changes to the BMC Atrium CMDB for BMC Remedy ITSM (see page 131)
A database forms the underlying element of the BMC Remedy ITSM architecture. The BMC
Remedy AR System server is on top of the database. BMC Remedy AR System server processes
all data entered by BMC Remedy ITSM applications. In addition, the BMC Remedy AR System
server is the workflow engine between the BMC Remedy ITSM applications and the database. It
also verifies that a user has permission to perform each action, thereby enforcing any access
control defined in the applications.

In this capacity, the BMC Remedy AR System server is the interface between the database and
the BMC Atrium Core, which includes the Product Catalog and BMC Atrium Configuration
Management Database (BMC Atrium CMDB). BMC Atrium CMDB stores information about the
configuration items (CIs) in your IT environment and the relationships between them. BMC Atrium
CMDB makes this information available to the BMC Remedy ITSM applications and their various
shared application components, such as the Task Management System.
The BMC Remedy AR System server also manages the following:
The BMC Remedy Approval Server is a self-contained, shared module that enables you to
automate any approval or signature process. For more information about BMC Remedy
Approval Server, see Adding approvals to an application.
The BMC Remedy Assignment Engine enables you to automatically assign requests to
individuals. For more information about BMC Remedy Assignment Engine, see Assigning
requests with the Assignment Engine.
The relationships among the database, BMC Remedy AR System server, BMC Atrium Core,
shared application components, and the BMC Remedy ITSM applications are shown in the
following illustration.
BMC Remedy ITSM architecture

Related topics
BMC Atrium Core architecture and features

BMC Remedy AR System and components architecture
BMC Remedy ITSM Process Designer architecture

The BMC Remedy ITSM Process Designer application functions on the basis of process
inheritance. A process within a BMC Remedy ITSM application inherits workflow rules from a
process template that was designed by using BMC Remedy ITSM Process Designer. When you
raise a new ticket or request in a BMC Remedy ITSM application, you can select (or a system can
automatically select) a process template. The process template is selected depending on the
category, type, and item fields, of the request, or any other field combinations that you define. BMC
Remedy ITSM Process Designer uses a user interface based on Java Swing as the graphical tool
for designing and deploying processes. You launch the Java graphical tool from a browser by
using Java Web Start technology.
After you associate the process with the request, the BMC Remedy Action Request System (BMC
Remedy AR System) Java API generates a set of tasks, dependencies, service level agreement
targets, actions, and related fields validation for that request. The tasks are assigned to the

business groups based on the information stored within the process definition. The task name,
type, category, description, and assignee are copied from each process template task to the
corresponding task record in the BMC Remedy ITSM applications.
After a process template is deployed, it is stored in different BMC Remedy AR System forms,
including TMS:Task, as configuration data. To execute its process steps, BMC Remedy ITSM
Process Designer uses the filter API plug-in.
A process must be set to a status of Live before it can be used for a BMC Remedy request. The
process name must also be mapped to the type of request. The BMC Remedy ITSM Process
Designer integration into the BMC Remedy ITSM Suite provides this ability by using either the
service request definition (SRD) for service requests or by using the BMC Remedy ITSM Process
Mapping form for BMC Remedy ITSM requests.
At run-time, and after the process is invoked, the filter plugin known as Abydos Remedy Integration
Daemon (ARID) works as a workflow engine to control the execution of the processes. The
workflow engine uses a thread pool to concurrently execute different processes. When an end-user
creates a request for which a mapping has been defined, the ARID filter plugin creates an instance
of the Live process against that request. The ARID plugin then manages the progression of the
process instance, including any actions that are defined with it.
The following diagram shows the components involved in deploying BMC Remedy ITSM Process
Designer in the BMC Remedy OnDemand 2013.01 environment.
BMC Remedy OnDemand deployment
Note
The following diagram contains an icon that represents a software component or module:
.

For BMC Remedy OnDemand, BMC Remedy ITSM Process Designer communicates with the
DVM plugin by using XML over HTTP to run create, read, update, and delete (CRUD) operations
on the BMC Remedy AR System server. The DVM then communicates with the BMC Remedy AR
System server by using the BMC Remedy AR System Java API.
When the BMC Remedy ITSM Process Designer client is installed on premise and is not provided
through BMC Remedy OnDemand, it communicates with the BMC Remedy AR System server by
using the BMC Remedy AR System Java API.
End-users can see the progression of the process instance for their request through the Process
Tracker servlet, which displays the process with each task color-coded to indicate the individual
status.
BMC Remedy ITSM Process Designer is tightly integrated with the BMC Remedy ITSM and BMC
Service Request Management applications to execute the back-end run-time processes. To enable
the invocation of the BMC Remedy ITSM Process Designer back-end run-time processes, BMC
Remedy Process Designer workflows and UI components are added to the BMC Remedy ITSM
and BMC Service Request Management forms.
Overview of Data Model for Design Time Processes

This topic makes process designers familiar with the data model behind Design Time Processes.
Process designers, developers, and support engineers can use this data model for debugging
purposes.
The forms that are involved in the data model are:

ABYD:Template
ABYD:Template Task
ABYD:Task Category
ABYD:Template Task Action
ABYD:Template Task Action Field Value
ABYD:Template Task Dependency
ABYD:Template Task Field
ABYD:Template Diagram Objects
Graphical representation of the data model:
Overview of Data Model for Run-time Processes

This topic makes process designers familiar with the data model behind Run-time Processes.
Process designers, developers, and support engineers can use this data model for debugging
purposes.
The forms that are involved in the data model are:
ITSM Forms : HPD:Help Desk, PBM:Problem Investigation, CHG:Infrastructure Change and

WOI:WorkOrder
Service Request Form : SRM:Request
ITSM Task Form : TMS:Task
ABYD:Task
ABYD:ARIJob
ABYD:Task Action
ABYD:Task Action Field Value
ABYD:Task Assignment Rule
ABYD:TaskConsolidatedList

ABYD:Task Dependency
ABYD:Task Field
ABYD:TaskTypePropertyPerTask
ABYD:ManagedRequest
ABYD:ARI Log
ABYD:SLA Alerts
Note
An SRM Request contains ABYD:Task forms and an ITSM Request contains TMS:Task forms.
Graphical representation of the data model
The following points explain the data model:
ABYD:Task: An ABYD:Task or TMS:Task record can contain multiple ABYD:Task Action

records.
ABYD:Task Action: An ABYD:Task Action contains ABYD:Task Action IDs.
ABYD:Task Action Field Value: An ABYD:Task Action may contain multiple ABYD:Task
Action Field Value records. A task action can contain multiple fields.
ABYD:ARIJob: A task action is executed by a job. An ABYD:Task Action is related to ABYD:
ARIJob.
ABYD:ManagedRequest record: ABYD:ARIJob can contain ABYD:ManagedRequest
record. A job record can contain one managed request configuration.
ABYD:ARI Log: An ABYD:ARIJob can contain multiple ABYD:ARI Log records. A job can
contain multiple log records.
ABYD:Task Field: An ABYD:Task or TMS:Task record can contain multiple ABYD:Task
Field records.

ABYD:SLA Alerts: An ABYD:Task or TMS:Task record can contain ABYD:SLA Alerts

record.
ABYD: TaskTypePropertyPerTask: An ABYD:Task or TMS:Task record may contain ABYD:
TaskTypePropertyPerTask records.
ABYD: Task Assignment Rule: ABYD:Task or TMS:Task record can contain ABYD: Task
Assignment Rule record.
Hub and Spoke capability overview

This topic provides conceptual information about the Hub and Spoke capabilities of BMC Remedy
IT Service Management (BMC Remedy ITSM).
For information about configuring your installation for the Hub and Spoke capability, see Setting up
the Hub and Spoke capability (see page 685) .
A Hub and Spoke environment is a logical topology that allows a single service provider company
(residing on the hub server) to support multiple operating companies (residing each on their own
spoke server).
Note
Service Provider Company and Operating Company have specific meanings in the hub
and spoke environment:
A Service Provider Company provides services to operating companies. When a

service provider company is created, the Company Type attribute, which can have
multiple values assigned to it, must include the Service Provider company type as
one of those values.
An Operating Company consumes the services of a service provider company.
Operating companies are never defined with the Service Provider company type.
Data security ensured

The Hub and Spoke topology ensures data security between the service provider and individual
operating companies, because no data passes between the individual spoke servers in the Hub
and Spoke topology. Any data transfers that take place occur strictly between the hub server and
the spoke server on which the operating company that owns the data resides.
The local BMC Remedy ITSM configuration and business rules are maintained on each spoke
server, according to the business-specific or local regulatory requirements of the operating
company. The following list describes some of the business rules and types of data that are
maintained on the local spoke server:
Approval mappings

Asset data in the Configuration Management Database

Assignment rules
Audit and archive data
Business time segments
Financial configuration
Notifications
Product and operational categories
Risk configuration
Rules
Service targets
Templates
In addition to the types of information in the preceding list, any data associated with BMC Service
Level Management, BMC Service Request Management, or BMC Knowledge Management is
maintained only on the spoke server. It is not transferred to the hub server.
Unlimited spokes
There is no limit to the number of spoke servers that a hub server can support. The Hub and
Spoke capability is designed so that all transaction processing is handled on the spoke server. The
hub server receives only a stub ticket from the spoke server, which allows the hub server to easily
scale horizontally when there is a large volume of tickets.
Use case
Using the Hub and Spoke capability, a member of the service provider's support staff can work with
records from any of the operating companies with which the support staff person is registered. The
hub system receives and stores only a subset of the data from the original record (company name,
client name, record type, and record ID number). The rest of the record's data remains securely on
the spoke system. The hub system then displays the transactional data in the corresponding
application console on a workstation connected to the hub server. There, a member of the support
staff can open the record directly from the spoke server, view the record's details, and work the
record through its lifecycle.
For example, Francie Stafford is a member of the support staff of Calbro Services, which is a
service provider for several operating companies. Francie opens her Incident Management console
and sees three newly assigned incident requests, one each from Operating Company A, Operating
Company B, and Operating Company C. Because Calbro Services uses the Hub and Spoke
capability, only the information shown on Francie's console is actually stored on the hub server.
When Francie opens the new incident request from Operating Company B, she is automatically
connected to Operating Company B's BMC Incident Management system (which is on the spoke
server), where she views the incident request's details and works with the incident request through
its lifecycle.

Hub and Spoke architecture
Supported applications
The Hub and Spoke capability is supported from the following applications or consoles:

BMC Service Desk: Incident Management
BMC Service Desk: Problem Management
BMC Service Request Management - Work Order application
Overview console
Related topic
Setting up the Hub and Spoke capability (see page 685)
Categorization
Categorization structures in BMC Remedy IT Service Management are divided into two distinct
components: operational categorization and product categorization.
Operational categorization is a three-tier structure that helps you to define the work that is being
done for a particular incident, problem, known error, change request, release request, or task. This
structure is also used to qualify reporting in the system, qualify how groups and support staff get
assigned, and route approvals.
Product categorization is a three-tier structure that helps you to define a description of the object or
service on which you are performing the work (for example, Hardware, Peripheral Device, Monitor).

Related topic
Configuring product and operational catalogs (see page 471)
Working with product catalog information (see page 472)
Working with operational catalogs (see page 482)
Organization of modules, applications, and subsystems

The overall organization of the BMC Remedy IT Service Management (BMC Remedy ITSM) Suite
has three layers: modules, applications, and supporting subsystems.
The top layer consists of modules that provide the interface to users, such as the Requester
console. The Requester console interacts with a back-office application, such as the Incident
Management feature of BMC Service Desk or BMC Change Management.
Applications include the main BMC Remedy ITSM applications: Incident Management feature of
BMC Service Desk, BMC Change Management, Problem Management feature of BMC Service
Desk, and BMC Asset Management. These applications contain logic and user interfaces specific
to those application areas.
The final layer consists of supporting systems. This common set of systems supports the
applications. Supporting systems contain generic logic that is specific to an application's function
without embedding functionality from other applications that use its services. Examples of
supporting systems include Task Management System, Cost module, and Contract Management.
The following figure illustrates the relationships among the BMC Remedy ITSM applications and
modules.
BMC Remedy ITSM applications and modules

Deployable application structure model

The BMC Remedy Action Request System (BMC Remedy AR System) platform provides the
structural component used in the BMC Remedy IT Service Management (BMC Remedy ITSM)
applications to define the deployable application architectural structure. Deployable applications
provide functions that support a component architectural model:
Licensing enforcement
Encapsulation of permissions
Definition of entry points
Ability to import and export as a whole component
Deployable applications are used to wrap each of the different applications and modules that are
provided in BMC Remedy ITSM applications. Deployable applications contain applications,
modules, and helper components.
Applications:
BMC Incident Management (licensed)

BMC Problem Management (licensed)
BMC Change Management (licensed)

BMC Asset Management (licensed)
Modules:
Cost Module (licensed)

TMS
BMC Change Management Dashboards (licensed)
Application Administration Console
Reporting Console
Requester console
Helper components:
Foundation elements
Foundation components, such as message boxes and so on
Site
Company
BMC Atrium Product Catalog
Assignment architecture
The assignment architecture for the BMC Remedy IT Service Management (BMC Remedy ITSM)
Suite is based on a two-phase concept. The first phase is assignment of the support group; the
second phase is assigning the support technician using load balancing technology built into the
BMC Remedy Action Request (BMC Remedy AR System) Assignment Engine.
Phase 1: Support groups

The support group assignment phase is done using BMC Remedy AR System workflow on back-
end forms, using four different inputs:
Organization
Location
Operational categorization
Product categorization
The Assignment form defines the events in which assignment needs to occur. These events are
based on the calling application's assignment needs. For example, the BMC Remedy Change
Management application requires assignment for the change coordinator and the change manager.
Assignment rules are partitioned based on tenancy that has been defined. Each operating
company can have its own set of assignment rules.
Phase 2: Individual assignment

Individual assignment is done using the Assignment Engine. Assignment rules are provided to
support Number of Tickets Assigned, Round Robin, and Capacity process rules:

Number of Tickets Assigned assigns the request based on the person who has the lowest
number of requests assigned.
Round Robin assigns the request to the next person in line.
Capacity uses a formula of the number of requests assigned and a capacity factor to
determine total capacity, and assigns the request to the user with the lowest capacity rating.
Related topic
Assigning requests with the Assignment Engine
Notification Engine
The BMC Remedy IT Service Management (BMC Remedy ITSM) Notification Engine provides a
back-end workflow model for defining which notifications should be sent, based on events in the
application. To configure notifications, the primary option provided with the BMC Remedy ITSM
Suite is exposed on the People form for support staff. Additional behind the scenes configuration is
available through back-end forms, but you must understand how all of the pieces fit together before
attempting these types of changes.
Primary functions
The Notification Engine provides the following primary functions:
Determines notification recipients (group or individual)

Specifies the notification text
Initiates the notification delivery (email or pager)
Logs the notification details
For more information about the Notification Engine, see Notification Engine configurations (see
page 493).
Architecture
The BMC Remedy ITSM notification subsystem is available to all BMC Remedy ITSM applications
and is connected to the BMC Remedy Email Engine provided with BMC Remedy Action Request
System (BMC Remedy AR System).
Notification Engine architecture

The following major components make up the notification subsystem architecture:
System Events and Message Catalog — Defines notification events and notification text
System process control — Processes each notification event received from various BMC
Remedy ITSM modules
Notification interface — Sends the formatted notification (alert, email, pager)
Notification audit — Audits each notification that is visible from the BMC Remedy ITSM
modules
Configuration settings and user preferences — Manages system default notifications and
user notification preferences.
Related topic
Controlling BMC Remedy AR System through email

Command Automation Interface

The Common Automation Interface (CAI) module provides a common infrastructure that can be
shared across applications including BMC Remedy IT Service Management (BMC Remedy ITSM)
applications and the BMC Configuration Automation for Clients application.
This section provides the following information:
CAI plug-in (see page 120)

Phases of use with TMS (see page 120)
The CAI provides event delivery to the target applications. CAI is a back-end component that does
not provide a front-end user interface. Additional user dialogs can be defined for each integrated
component to push data into the CAI forms. The functionality of CAI is based on the current
implementation for SRMS framework command events and the requirements of the Task
Management System (TMS) and Data Management.
The following table lists the functionality that CAI provides for each application or module:
Functionality provided by the CAI:
Application or module Functionality provided by CAI
Task Management system (TMS)

Communication with BMC Remedy ITSM applications
Integration with the BMC Configuration Automation for Clients application
BMC Change Management Integration with BMC ProactiveNet Performance Management (see page 600)
Service request framework (see page 121) Communication with BMC Remedy ITSM applications
(support for the Requester console)
Data Management (see page 1196) Multi-threading
CAI plug-in
The primary purpose of the CAI plug-in is to transmit events to other back-end applications.
Due to the dynamic nature of the field mappings for each command, and because it is not possible
to use workflow to push values to dynamic fields, the CAI plug-in provides a mechanism to
dynamically map data to fields. For example, the command to generate a back-end request
consists of dynamic field values that can be mapped to any field on the back-end interface forms.
Additionally, the CAI plug-in helps address problems that arise with incompatible permission
models.
Phases of use with TMS

This topic provides an overview of how the CAI module is used by the Task Management System
(TMS).

Definition phase: Application registration and command definition

Application registration defines the integration attributes to the external applications, such as
application name, connection information, and interface form names.
Command definition describes the commands and the command parameters for each integrated
component. For example, the Requester console has defined a set of commands for interaction
with back-end applications. In TMS, a set of commands is defined for interaction with BMC
Configuration Management. In addition, the CAI can include command parameter mappings to the
registered applications.
Construction phase: Instantiation of the command definition as events

Command events are instantiated based on the command definitions. The event is constructed
using the specific command name, and the command parameter values are populated by the
integrated components. CAI provides the form structure and generic workflow for command
instantiation. Each integrating component must implement the workflow to control its specific
commands.
Execution phase: Event delivery

The mechanism that delivers the command events to the target system depends on the protocol
used.
AR protocol — The target is another BMC Remedy Action Request System (BMC Remedy
AR System) application. This plug-in generates the appropriate records as specified in
target information of the event.
UR protocol — Workflow sets the URL string to the appropriate view field for the browser.
CAI provides the generic event plug-in and each integrating component must implement the
workflow to control the invocation of the plug-in, or use specific workflow for the delivery.
Requester console architecture

If BMC Service Request Management is not available, the Requester console is the customer-
facing, user interface of the BMC Change Management and Incident Management feature of BMC
Service Desk applications. It is a single entry point where users of these applications can submit a
change request or report an incident.
Note
The BMC Service Request Management application provides a richer set of features and
functions than the Requester console. If BMC Service Request Management is
implemented, it is used instead of the Requester console as the customer-facing
interface.

For more information see, What is BMC Service Request Management?
The service request entity serves as a bridge and is not designed to be managed by service desk
personnel. It is a "slave" to the back-end change request or incident with its lifecycle completely
driven by the back-end. The Requester console is the front-end entry point for users to submit
requests. The following figure illustrates the underlying Requester console framework.
Requester console diagram
The Requester console is a simplified interface for users to submit change requests and incident
requests. This enables users to submit requests into the system from a single console, without
having to access the BMC Change Management or BMC Incident Management consoles directly.
The targeted audience is non-IT user requesters.
Service request framework

The Requester console is supported by the service request framework, which implements the
service request component for integration with the BMC Change Management and Incident
Management applications. The service request framework provides a bridge between the front-end
user requests and the back-end operations. In BMC Remedy IT Service Management (BMC
Remedy ITSM), integrations are implemented to BMC Change Management and BMC Service
Desk: Incident Management. In addition, the service request framework provides a structure that
can be connected to other open back-end solutions.
The service request framework:

Segments front-end transactions from back-end transactions

Acts as a bridge between the Requester console front-end interface and BMC Change
Management and BMC Service Desk: Incident Management back-end applications
Supports synchronization between the front-end interface and back-end object life cycle
Establishes a foundation to support integration with back-end applications
Integrates to BMC Change Management and BMC Service Desk: Incident
Management as the back-end applications
Provides a mechanism for establishing field mappings between the request entity and
change request or incident, for request creation
Provides CAI as a bi-directional communication mechanism for back-end integrations
Integrates with BMC Service Level Management for requester-focused service level
agreements (SLA) tracking
Date Required and Target Date fields

The Required Resolution Date field on the Help Desk form maps to the Date Required field on the
Requester console. The customer can use this field to specify the date or time by which they need
the request to be fulfilled. This is the suggested date or time that the customer would like the
request to be fulfilled. There is no service level workflow related to this field.
The Target Date field is the date or time by which the request must be resolved, according to the
service level agreement targets. The Target Date field is set by the BMC Service Level
Management application when service level targets are defined.
If BMC Service Request Management is not available, the Requester

console is the customer-facing, user interface of the BMC Change
Management and Incident Management feature of BMC Service Desk
applications. It is a single entry point where users of these
applications can submit a change request or report an incident.
Foundation
The Foundation module contains the common forms, workflow, and data that are needed to
support the BMC Remedy ITSM Suite of applications. It also provides a repository for the following
data structures used by each BMC Remedy ITSM application:
Organization
People
Support groups
Categorization (both organizational categorization and general categorization)
Note
With version 7.5, the following structures were moved from BMC Remedy ITSM to
BMC Atrium Core:
Company (tenancy definition and external company definition)

Location
Categorization (product categorization)
Foundation Objects
The Foundation contains the following objects, which are needed to support the BMC Remedy
ITSM applications:
Company (see page 124)

People (see page 127)
Organization (see page 127)
Support groups (see page 127)
Company
Company is a primary data structure in the foundation. This structure has two main purposes:
tenancy definition and external company definition.
Tenancy refers to how data and rules are partitioned within the BMC Remedy IT Service
Management (BMC Remedy ITSM) applications. For example, a company might have two
business units that use the BMC Service Desk: Incident Management application. Each business
unit has its own definitions of data, categorizations, assignment rules, and approval rules to make
sure that this data is not intermixed.
Tenancy enables you to define the partitions between the two business units and enforce the data
level permissions for access. In this example, a company would be defined for each business unit
to define partitioning of rules and data.
A primary function of the company data structure in the foundation is to define tenants that use
BMC Remedy ITSM applications. This function of company defines both how the application will
partition the data and the rules for the application, based on different distinct users of the
application.
Business units are one example of partitioning. If you need to partition the data and the rules of the
applications, based on individual business units, then you need to define different companies for
each business unit.
You can also use the company definition to define other types of companies that are used in the
application, such as manufacturers, suppliers, and so on.
Company types
BMC Remedy ITSM supports the following company types:
Company Description
type
Customer An external company for which you provide services

Company Description
type
Generic A company that you want to reference on the People form. A generic contact is used to track information about
contact people for informational purposes. You cannot select a generic contact from within the BMC Remedy ITSM
applications.
Operating An internal company or business unit for which you provide services. In a Hub and Spoke environment,
company companies that are resident on a spoke server and receive IT Management support from a Service Provider on
the hub server must be defined as an Operating company.
Service A company that is contracted to provide IT management services to Operating companies. In a Hub and Spoke
Provider environment, a Service Provider company resides on the hub server and provides IT management services to the
company Operating companies on the spoke servers.
Supplier A third-party supplier of products

company
Manufacturer A company that manufactures a product identified in the Product Catalog
Vendor A third-party vendor that provides services for you
Note
People cannot be associated to a Manufacturer type of company.
You can associate support groups (and relate people to those support groups) only for the
following company types:
Customer
Operating company
Service Provider company
Vendor
Only users who are members of support groups can access core BMC Remedy ITSM forms, such
as the Incident, Change, Problem, and Asset forms. Even for users who are members of a support
group, there are certain exceptions based on the company type. For example, a user who is a
member of a vendor company cannot create a change or release, but can be assigned to work on
the change either as a change or release coordinator or as a change or release manager.
Customers who request support must belong to either a customer company or an operating
company.
Companies can be more than one type. After the company has been created, you can add an
additional company type by opening the Company form and selecting the additional company type.
When you save your changes, the additional company type is appended to the existing company
type.
Company types example

Calbro Services has an IT department that provides support for all employees of both Calbro
Services and Company A. Calbro Services is the operating company, because some of the
employees of Calbro Services are support staff.
Because Company A receives support from the IT department, Company A is customer type of
company.
A manufacturer company is specified in the Product Catalog and is a company that manufactures
software that is used by Calbro Services. For example, if Calbro Services uses Microsoft Word,
Microsoft is the manufacturer.
A company that supplies this product to Calbro Services is a supplier company. A company that
supplies Microsoft Word licenses to Calbro Services is a supplier.
Both the manufacturer and supplier companies are external entities. They do not have access to
the BMC Remedy ITSM applications being used by Calbro Services. The distinction between
manufacturer and supplier is crucial for the Software License Management feature provided by
BMC Remedy Asset Management.
If Company A requires support for a service that Calbro Services obtains from Company C, then
Company C is a vendor type of company. Users in support groups for a vendor company can have
access to BMC Remedy Service Desk to report incidents and problems.
Multi-tenancy
Multi-tenancy defines who has access to what data on a row-level basis. For example, in a service
provider environment a single application might be used by multiple companies, with the data for
each company hidden from other companies using that application.
To provide a user with access to data for multiple companies, add more companies to the Access
Restrictions list. If a user needs to access data for all companies, you can set the user's access to
Unrestricted. After field 112 and field 60900 are populated, any query to BMC Remedy AR System
shows only rows of data that a user has permission to see, based on their own permissions and
the permissions in field 112 and field 60900.
In BMC Remedy IT Service Management (BMC Remedy ITSM), multi-tenancy is defined using
companies. Companies are defined as operating companies and vendor companies, and users are
associated with these companies to define their access rights. A user is associated with a company
through the People form.
Implementation of multi-tenancy
The services provided by the BMC Remedy Action Request System (BMC Remedy AR System)
platform are primary to the implementation of multi-tenancy. BMC Remedy AR System enables you
to control access to data based on permission groups, and to determine if those permission groups
have access to individual rows of data.

BMC Remedy IT Service Management (BMC Remedy ITSM) writes company IDs to a special field (
field 112). Each data record contains this field, which is normally hidden. For example, when you
select the contact and classification companies on the Incident form, workflow updates field 112
values with the company IDs of the customer company and contact company. For child records,
such as the tasks or costs associated with an incident, the tenancy information is passed down
from the parent.
While field 112 is populated based on the customer and contact companies of a record, field 60900
is populated based on the support company. The support company is the company of the staff
assigned to a ticket, based on the three-tier support group data structure (Support Company,
Support Organization, and Support Group). Field 60900 is populated on application forms based
on the company that is assigned to that record. For example, on the Incident form, when you
assign the incident to a support group, workflow updates field 60900 values with the group ID of
the assigned support company. For child records, such as the tasks or costs associated with an
incident, field 60900 is passed down from the parent.
For more information about multi-tenancy, see Multi-tenancy (see page 378) and Multi-tenancy and
Data Management (see page 1223).
People
The People structure within the BMC Remedy IT Service Management (BMC Remedy ITSM)
applications includes forms that are primarily accessed through the People form.
The main form (or parent form), People, is used to store an individual's contact information, their
organization, and location structures information.
For more information, see People information (see page 430).
Organization
The organizational structure describes the organizations and departments within a company.
Support groups
Support groups are used to define groupings of support staff, based on their skills. Service
management requests such as incidents, problems, and change requests are assigned to a
support group and, during the life of the request, are sometimes referred from one support group to
another.
The support structure can differ from the organization structure.

A support staff member can belong to many support groups.
Vendor support groups can be defined to support external assignment of requests.
The Support Group role must be specified for information only; there is no associated
workflow.
For more information about foundation data types, read the following topics:

Foundation objects (see page 128)

Location (see page 355)
Operational Catalog (see page 482)
Product Catalog (see page 472)
Foundation objects
The Foundation contains the following objects, which are needed to support the applications:
Company (see page 128)

People (see page 130)
Organization (see page 130)
Support groups (see page 130)
Company
Company is a primary data structure in the foundation. This structure has two main purposes:
tenancy definition and external company definition.
Tenancy refers to how data and rules are partitioned within the BMC Remedy IT Service
Management (BMC Remedy ITSM) applications. For example, a company might have two
business units that use the BMC Service Desk: Incident Management application. Each business
unit has its own definitions of data, categorizations, assignment rules, and approval rules to make
sure that this data is not intermixed.
Tenancy enables you to define the partitions between the two business units and enforce the data
level permissions for access. In this example, a company would be defined for each business unit
to define partitioning of rules and data.
A primary function of the company data structure in the foundation is to define tenants that use
BMC Remedy ITSM applications. This function of company defines both how the application will
partition the data and the rules for the application, based on different distinct users of the
application.
Business units are one example of partitioning. If you need to partition the data and the rules of the
applications, based on individual business units, then you need to define different companies for
each business unit.
You can also use the company definition to define other types of companies that are used in the
application, such as manufacturers, suppliers, and so on.
Company types
BMC Remedy ITSM supports the following company types:
Company Description
type
Customer An external company for which you provide services

Company Description
type
Generic A company that you want to reference on the People form. A generic contact is used to track information about
contact people for informational purposes. You cannot select a generic contact from within the BMC Remedy ITSM
applications.
Operating An internal company or business unit for which you provide services. In a Hub and Spoke environment,
company companies that are resident on a spoke server and receive IT Management support from a Service Provider on
the hub server must be defined as an Operating company.
Service A company that is contracted to provide IT management services to Operating companies. In a Hub and Spoke
Provider environment, a Service Provider company resides on the hub server and provides IT management services to the
company Operating companies on the spoke servers.
Supplier A third-party supplier of products

company
Vendor A third-party vendor that provides services for you
Note
People cannot be associated to a Manufacturer type of company.
You can associate support groups (and relate people to those support groups) only for the
following company types:
Customer
Operating company
Service Provider company
Vendor
Only users who are members of support groups can access core BMC Remedy ITSM forms, such
as the Incident, Change, Problem, and Asset forms. Even for users who are members of a support
group, there are certain exceptions based on the company type. For example, a user who is a
member of a vendor company cannot create a change or release, but can be assigned to work on
the change either as a change or release coordinator or as a change or release manager.
Customers who request support must belong to either a customer company or an operating
company.
Companies can be more than one type. After the company has been created, you can add an
additional company type by opening the Company form and selecting the additional company type.
When you save your changes, the additional company type is appended to the existing company
type.
Company types example

Calbro Services has an IT department that provides support for all employees of both Calbro
Services and Company A. Calbro Services is the operating company, because some of the
employees of Calbro Services are support staff.
Because Company A receives support from the IT department, Company A is customer type of
company.
A manufacturer company is specified in the Product Catalog and is a company that manufactures
software that is used by Calbro Services. For example, if Calbro Services uses Microsoft Word,
Microsoft is the manufacturer.
A company that supplies this product to Calbro Services is a supplier company. A company that
supplies Microsoft Word licenses to Calbro Services is a supplier.
Both the manufacturer and supplier companies are external entities. They do not have access to
the BMC Remedy ITSM applications being used by Calbro Services. The distinction between
manufacturer and supplier is crucial for the Software License Management feature provided by
BMC Remedy Asset Management.
If Company A requires support for a service that Calbro Services obtains from Company C, then
Company C is a vendor type of company. Users in support groups for a vendor company can have
access to BMC Remedy Service Desk to report incidents and problems.
People
The People structure within the BMC Remedy IT Service Management (BMC Remedy ITSM)
applications includes forms that are primarily accessed through the People form.
The main form (or parent form), People, is used to store an individual's contact information, their
organization, and location structures information.
For more information, see People information (see page 430).
Organization
Support groups
another.

workflow.

Changes to the BMC Atrium CMDB for BMC Remedy ITSM

Version 8.0 of BMC Remedy IT Service Management made important changes in the way BMC
Remedy ITSM stores the attributes that it uses to describe configuration items (CIs). If you have
custom programs or integrations that use asset lifecycle attribute data, you should review this topic
because you may need to make changes to your procedures.
Impact of changes to Asset Management CI data

Pre-8.0 versions of BMC Remedy ITSM extended the BMC Atrium Configuration Management
Database (CMDB) data model by adding a number of attributes that were used to track Asset
Management CI data. These attributes included information about costs, foundational data such as
company and location, and lifecycle information. In version 8.0 of BMC Remedy ITSM, asset
lifecycle data was moved out of BMC Atrium CMDB and placed in a new BMC Remedy ITSM asset
management form, AST:Attributes. Lifecycle data remains available through joins of the BMC.
CORE:BMC_BaseElement form and AST:Attributes. This change occurred for the following
reasons:
Lifecycle data was not discoverable, and you did not need to reconcile it across multiple
sources, so did not belong in the CMDB.
Some customers need to maintain separate permissions on these attributes.
Moving lifecycle data to AST:Attributes significantly improves CMDB performance.
Standard integration points and application forms were redesigned to accommodate this change,
so customers who have upgraded to BMC Remedy ITSM 8.0 or later were not directly affected. But
if your organization uses custom programs or integrations that use lifecycle data, those procedures
may need to be modified to accommodate the new data structure.
Data migration resulting from an upgrade

The migration of lifecycle data to AST:Attributes happens during an upgrade from an earlier version
of BMC Remedy ITSM. During upgrade, CMDB attributes are copied to AST:Attributes and a
workflow is introduced to keep the data synchronized. If you want to delete CMDB attributes, run a
script from the OS command line. For details, see Deleting BMC Atrium CMDB attributes copied to
AST:Attributes (see page 146). BMC recommends that CMDB attributes be deleted. However,
ensure that deleting CMDB attributes does not interfere with your integrations or customizations.
Refer to the following topics understand the impact of this change and to evaluate whether you
need to modify your customizations to accommodate the change.
1. Evaluate the impact of upgrading on customizations (see page 133)

a. Data structure and code changes (see page 135)
b. Join architecture (see page 137)
2. Find whether and where fields are used in the system
a. Updates to CI lifecycle data attributes (see page 138)
b. BMC Remedy ITSM attributes that remain in the BMC Atrium CMDB (see page 142)
3.
3. Load BMC Asset Management data (see page 1333)

4. Deleting BMC Atrium CMDB attributes copied to AST:Attributes (see page 146)
Note
Review the compatibility matrix for supported versions of BMC products at http://www.
bmc.com/support/product-availability-compatibility.
Finding whether and where fields are used in the system

When you upgrade to BMC Remedy IT Service Management from a version earlier than 8.0,
several BMC Atrium CMDB attributes in the BMC.CORE:BMC_BaseElement form are migrated to
the BMC Remedy ITSM Foundation. The migration process is as follows:
1. The upgrade imports a new form — AST:Attributes. This form is the new home for the
migrated fields.
2. All the data saved in these fields on the BMC.CORE:BMC_BaseElement form in the
production dataset is copied to the corresponding entries in the AST:Attributes form.
Although this process is designed to smoothly transition data into the new data model, it might
cause issues if customizations were made with the fields that will be deleted in the BMC.CORE:
BMC_BaseElement form. These customizations might no longer function as expected after the
fields are removed. BMC recommends that you look for any existing customizations that refer to
those fields before you upgrade, and plan how to fix or remove these customizations. The following
procedures describe how to locate any potential customizations that refer to deprecated fields:
To enable recording object relationships (see page 132)

To determine whether and where a field is used in the system (see page 133)
To enable recording object relationships

If you have not already done so, enable recording of object relationships.
1. In a browser, log on to the BMC Remedy Action Request System (AR System).
2. Select Applications > BMC Remedy AR System Administration Console.
3. On the BMC Remedy AR System Administration Console, select System > General >
Server Information.
4. On the Configuration tab, select the Record Object Relationships box, as shown in the
following figure.
5. Click Apply.
6. Click OK.
Note

You must restart the server for this change to take effect.
To determine whether and where a field is used in the system
1. Open BMC Remedy Developer Studio.

2. Log on and connect to your Server.
3. Open the BMC.CORE:BMC_BaseElement.
4. On the Search Results tab, select a field.
5. Right-click the field and select Show Relationships.
In the Relationship tab, the use of the field in various places, such as, active links, filters,
other forms (for example, table field references), menus, web services, and Distributed
Server Option (DSO) mappings, is displayed. You can see if any custom changes currently
depend on this field.
Integration and customization impact

Some integrations and customizations are affected by the changes introduced in release 8.0 of
BMC Remedy ITSM. Read the following sections to determine if your integrations or
customizations are affected:
Integrations that are not affected (see page 133)

Integrations or customizations that are affected (see page 133)
Integration design considerations (see page 134)
BMC Remedy AR System workflow considerations (see page 134)
API-related considerations (see page 134)
Data loading considerations (see page 134)
Related topic (see page 134)
Integrations that are not affected

In earlier releases, BMC Remedy ITSM provided a set of self join forms as interfaces into the BMC
Atrium CMDB. These forms provided interaction with the BMC Atrium CMDB and integration to the
BMC Atrium CMDB---using both the BMC Atrium CMDB and the BMC Remedy ITSM attributes.
These forms are still used in BMC Remedy ITSM 8.0, but have been redesigned to look for the
data in the correct places.
If your integration was written to leverage these join forms, those integrations are not affected by
the changes.
Integrations or customizations that are affected

Integrations that are using the BMC Atrium CMDB class forms (for example, BMC:CORE:
ComputerSystem) that need to pull, update, or create data into the attributes owned by BMC
Remedy ITSM) must be modified to query that data in the BMC Remedy ITSM form or join form.
The types of integration mechanisms that might be affected include:

BMC Atrium CMDB API

BMC Remedy AR System workflow
BMC Remedy AR System custom join forms
AIE Mappings
Distributed Server Option (DSO) mappings
ARODBC communication directly to the database
BMC Remedy ITSM upgrade leaves the data both in the BMC Remedy ITSM form and the BMC
Atrium CMDB, and puts a workflow in place that keeps the data synchronized. While in this mode,
BMC recommends that no further customizations are made to the ITSM attributes that are
impacted by this change. BMC recommends that you modify the impacted code and complete the
upgrade that removes the ITSM attributes from the BMC Atrium CMDB. Until this is done, the data
resides in both places.
Integration design considerations

Integration with the new data model can take several different forms based on the goal of the
integration and its origin.
BMC Remedy AR System workflow considerations

Any BMC Remedy AR System workflow that must interact with the BMC Remedy ITSM attributes
for a CI must leverage the AST join forms that are generated for each class in the BMC Atrium
CMDB. These joins are backward compatible and can gather data from both repositories.
API-related considerations
API-related integrations and interaction with the BMC Atrium CMDB are accomplished through the
CMDB API. Interaction with the BMC Atrium CMDB attributes must also be done using this
interface. This ensures that key system attributes are set accurately and that any relationships and
enforcement of data are handled appropriately.
For the BMC Remedy ITSM attributes, you can use the BMC Remedy AR System API to create,
query, and update the data in the BMC Remedy ITSM form. In addition to using the AR System
API, you can also create a pull-type federated class in the BMC Atrium CMDB, which exposes the
BMC Remedy ITSM attributes as a CMDB class for query-only access.
Data loading considerations

A new data-loading model has been created for loading data into the BMC Atrium CMDB, including
BMC Remedy ITSM and BMC Atrium CMDB attributes. This model leverages functionality from the
BMC Atrium Integrator product and maps data from a data source into both the BMC Atrium CMDB
and the BMC Remedy ITSM forms.
Related topic
Loading BMC Asset Management data (see page 1333)

Data structure and code changes

Starting with release 8.0, BMC Remedy ITSM data is no longer stored in the BMC Atrium CMDB.
To support this change, a number of code and data structure changes were put into place.
Code Changes (see page 135)

Data structure changes (see page 135)
New Data Model (see page 136)
Attributes (see page 136)
Code Changes
In earlier versions, some data was pushed directly to the BMC Atrium CMDB from the BMC
Remedy ITSM UI forms. This data was reconciled from the BMC Remedy ITSM dataset into the
BMC Atrium CMDB production dataset. BMC Remedy ITSM provided a self-join form, in addition to
the BMC Atrium CMDB class forms, which provided the interface for the BMC Atrium CMDB and
for querying and creating data into the BMC Atrium CMDB from BMC Remedy ITSM applications.
The new model is a join between the BMC Atrium CMDB class form and the BMC Remedy ITSM
form, which holds the BMC Remedy ITSM attributes.
Note
This change does not affect how the data is displayed.
For a set of diagrams that represent the new join changes, see Join architecture (see page 137).
Data structure changes

The data structure change accomplishes the following goals:
Allows a single instance of lifecycle data per CI — Only a single instance of lifecycle data
exists, regardless of how many discovery datasets you have in the CMDB that represent
data about this CI. This ensures that there is always a single, definitive set of Asset lifecycle
data for a CI in the BMC Atrium CMDB.
Enforces data management by the BMC Remedy ITSM applications — Moving the data to a
table owned by a BMC Remedy ITSM application allows a specific permission model to exist
for the lifecycle data.
Ensures that CI lifecycle data is controlled by the Asset Manager — BMC Remedy ITSM
has clear ownership of the data, which means that upgrading and extending the lifecycle
model can be done independently of CMDB common data model changes.
Improves the overall performance and manageability of the BMC Atrium CMDB — BMC
Atrium CMDB throughput is greatly improved because non-discovered asset lifecycle data,
such as cost fields (which have a number of underlying data items) no longer need to be
processed by discovery imports, normalization and reconciliation.

New Data Model

The following diagram displays the new data structure.
Attributes
Some attributes continue to be a BMC Remedy ITSM extension in the BMC Atrium CMDB. This
includes system role data and foundational data such as company, manufacturer, and location.
The following criteria was used to determine whether attributes were moved to the new BMC
Remedy ITSM table or remained in the BMC Atrium CMDB:
Can the data be discovered by multiple data sources and does it require reconciliation?
Does the data define configuration aspects of the actual CI?
Which role would manage the data: Configuration Manager or Asset Manager?
Note
For discovered data, attributes are created when the data is reconciled into the BMC.
Asset dataset. However, not all classes are added to the AST:Attributes form. For more
information on attributes added for discovered data, see Configuration Items for which
lifecycle data is for discovered data .
All configuration items created or modified in BMC Asset Management have a record in
the ATS:Attributes form.
The attributes that moved from the BMC Atrium CMDB to the BMC Remedy ITSM table are listed
in Updates to CI lifecycle data attributes .

Join architecture
All of the ASI forms in the table at Updates to CI lifecycle data attributes have kept the same
primary form but use AST:Attributes as the secondary form, using Reconciliation ID as the join
criteria. The UI on these forms remains the same, and continues to be used as the exposed UI.
Other BMC Remedy ITSM joins with BMC.CORE:BMC_BaseElement, that use attributes moved to
AST:Attributes, are rejoined with AST:BaseElement.
New design of ASI base CI (does not have UI exposed), AST:BaseElement
New design of CI with UI exposed, for example AST:ComputerSystem

New design of BMC.CORE:BMC_BaseElement joins using AST:BaseElement
Updates to CI lifecycle data attributes

The following CI lifecycle data in versions prior to 8.0 were extended as attributes in BMC Atrium
CMDB These attributes are now included as fields in the BMC Remedy ITSM Foundational form,
AST:Attributes.
Attribute name Data type Field ID Entry mode
AssetLifecycleStatus Selection 7 Required
AccountingCode Character 260100001 Optional
AcquiredMethod Selection 260000000 Optional
AdditionalDetails Character 300340400 Optional
AssetClass Selection 300483500 Optional
AssetID Character 210000000 Optional
AvailableDate Date/Time 260700001 Optional
BackupAssetID Character 260100015 Optional
BookValue Currency 260600001 Optional
BudgetCode Character 260100006 Optional
ChargeBackCode Character 260000106 Optional
Configuration Character 260800052 Optional
Cost Currency 301164700 Optional
CostCenter Character 260100007 Optional
CurrentState Selection 260000003 Optional
Depreciated Selection 300826900 Optional
DisposalDate Date/Time 260700009 Optional

FixedAsset Selection 260800002 Optional
Floor Character 260000004 Optional
Impact Selection 1000000163 Optional
InstallationDate Date/Time 260000104 Optional
InstanceUsedBy Character 301071700 Optional
Inventory Selection 301004200 Optional
InvoiceNumber Character 260100009 Optional
ITSM_Organization Character 1000000010 Optional
LogicalID Character 300632000 Optional
MarketValue Currency 270002051 Optional
OrderID Character 260300004 Optional
PartNumber Character 200000013 Optional
PRInstanceID Character 263000050 Optional
ProjectNumber Character 260100010 Optional
PurchaseCostInstanceID Character 301518000 Optional
PurchaseDate Date/Time 260700004 Optional
QuantityInStock Integer 260442101 Optional
Realm Character 200003003 Optional
ReceivedDate Date/Time 260700003 Optional
RequisitionID Character 263000017 Optional
ReturnDate Date/Time 260700002 Optional
ReturnReceiptID Character 300557000 Optional
SalesTax Currency 27012011 Optional
ScheduleType Selection 300421900 Optional
StatusReason Selection 1000000150 Optional
SupplierID Character 240001009 Optional
SupplierName Character 240001008 Optional
SystemRole Character 260000002 Optional
TagNumber Character 260100004 Optional
TaxCostInstanceID Character 301517900 Optional
TaxCredit Currency 270002009 Optional
TotalPurchaseCost Currency 270002000 Optional
UnitPrice Currency 270002010 Optional

Urgency Selection 1000000162 Optional
UserDisplayObjectName Character 490021100 Optional
VendorApplication Character 100000093 Optional
Y2KCompliant Selection 260000107 Optional
zConfigInstanceID Character 300151500 Optional
zPOInstanceID Character 300559700 Optional
zPOLineItemInstanceID Character 300559600 Optional
zPrevAssetID Character 240000025 Optional
zTmpKeyword Character 230000009 Optional
zTmpSchemaProperName Character 300714900 Optional
CostType Character 270002019 Display Only
Glb_zTmpPageFieldSelected Character 1706300 Display Only
InstanceIDApp Character 260000030 Display Only
KeyCostType Character 300732800 Display Only
z1DTmpField1 Character 301797200 Display Only
zComponents Character 240000004 Display Only
zDateDeployed Date/Time 300427300 Display Only
zGTmpGroupMemberFlag Integer 1707300 Display Only
zTCOCost Currency 250000201 Display Only
zTmpAction_on_Submit Character 250000015 Display Only
zTmpAdministratorGroupMember Selection 1707200 Display Only
zTmpAppAdministratorGroupMember Selection 1706900 Display Only
zTmpAppKeyword Character 300515700 Display Only
zTmpAppManagementGroupMember Selection 1707000 Display Only
zTmpAppSupportGroupMember Selection 1707100 Display Only
zTmpAssetCompString Character 300589400 Display Only
zTmpAudit Character 300111500 Display Only
zTmpChangeDesc Character 300524900 Display Only
zTmpCheckSchedules Character 300472500 Display Only

zTmpContract Character 250000070 Display Only
zTmpContractCost Decimal 260600010 Display Only
zTmpContractCost_Curr Currency 301115000 Display Only
zTmpCostType Character 250100009 Display Only
zTmpDepCount Integer 300506400 Display Only
zTmpDepCriteriaEntryId Character 300500100 Display Only
zTmpDepField1 Integer 300505800 Display Only
zTmpDepLastCount Integer 300506500 Display Only
zTmpDepMethod Integer 300500400 Display Only
zTmpDepPurchCost Currency 300516000 Display Only
zTmpDepSalvagePercent Integer 300500300 Display Only
zTmpDepSalvageValue Currency 300500600 Display Only
zTmpDepUsefulLife Integer 300500200 Display Only
zTmpDoesItExist Character 250000006 Display Only
ztmpExternalStr Character 400065600 Display Only
zTmpField1 Character 250000019 Display Only
zTmpField1Cost Currency 250600001 Display Only
zTmpField2Cost Currency 250600002 Display Only
zTmpGlobalLicenseField Character 100000115 Display Only

zTmpID1 Character 250000107 Display Only
zTmpID2 Character 250000108 Display Only
zTmpInstanceID1 Character 300230700 Display Only
zTmpInstanceID2 Character 300230800 Display Only
zTmpInteger1 Integer 230000121 Display Only
zTmpInteger2 Integer 230000122 Display Only
zTmpLinkField1 Character 230000002 Display Only
zTmpLinkField2 Character 230000004 Display Only
zTmpManuf Character 250000076 Display Only
zTmpOldReadSecurity Character 301188400 Display Only
zTmpOldWriteSecurity Character 301188500 Display Only
zTmpOStatus Character 300545200 Display Only
zTmpPermissionExists Character 301188600 Display Only
zTmpPickListAction_char Character 250000000 Display Only
zTmpQuantityInStock Integer 300448400 Display Only
zTmpSalesCostType Character 300982300 Display Only
zTmpSchema1 Character 230000001 Display Only
zTmpSchema2 Character 230000003 Display Only
zTmpSchemaName Character 230000000 Display Only
zTmpSchemaProperNameChangeTask Character 300887100 Display Only
zTmpSearchForPreDefinedKey Character 300685700 Display Only
zTmpSupp Character 250000075 Display Only
zTmpUserSelectionKey Character 300706800 Display Only
zTmpWhenAssetsAreDeleted Character 240000003 Display Only
zTmpWorkLog Character 250000005 Display Only
zTmpYesNo Character 300534000 Display Only
zUpdateComponents Selection 240000024 Display Only
zWhenAssetsAreDeleted Selection 300885900 Display Only
zYesNoCancel Integer 250400000 Display Only
BMC Remedy ITSM attributes that remain in the BMC Atrium CMDB
The following tables list the attributes that are extended by BMC Remedy ITSM and remain in BMC
Atrium CMDB:

Extended BMC.CORE:BMC_BaseElement attributes
Company Character 1000000001 Optional
Department Character 200000006 Optional
ManufacturerID Character 240001004 Optional
Region Character 200000012 Optional
Room Character 260000005 Optional
Site Character 260000001 Optional
SiteGroup Character 200000007 Optional
UsersAffected Integer 260400003 Optional
z1D_Action Character 1000000076 Display Only
z1D_PermissionGroupID Integer 1000001582 Display Only
z1D_PermissionGroupList Character 1000001583 Display Only
z1DtmpChar01 Character 1000005927 Display Only
Extended BMC.CORE:BMC_BaseRelationship attribute
z1D_Action Character 1000000076 Display Only
Extended BMC.AM:BMC_BulkInventory class and attributes
ActivityLog Diary 260342102 Optional
BaseUnit Character 260842101 Optional
ReceivedQuantity Integer 301149300 Required
ReorderFlag Selection 260842103 Optional
ReorderLevel Integer 260442102 Optional
zTmpRelatedToLocation Character 301224500 Display Only
Extended BMC.AM:BMC_InventoryBulkItems class and attributes
QuantityAddedPerLocation Integer 301156500 Optional
QuantityUsedPerLocation Integer 301160100 Optional

Extended BMC.AM_InventoryStorage class and attributes
ActivityLog Diary 260342102 Optional
AssignedSupportCompany Character 1000000251 Optional
AssignedSupportOrganization Character 1000000014 Optional
Bin Character 260142108 Optional
GridLocation Character 260130123 Optional
GroupOwner Character 260142102 Optional
Location Character 260142109 Optional
Owner Character 260142101 Optional
TransactionQuantity Integer 250442101 Optional
zFullName Character 250100002 Optional
zGroupId Character 250100007 Optional
zGroupName Character 250100006 Optional
zInt1 Integer 250400001 Optional
zLoginName Character 250100001 Optional
zNotificationName Character 250100005 Optional
zTmpAssetsRelated Character 301233000 Display Only
zTmpDoesNotifIndExist Character 250000053 Display Only
Rebuilding customizations before deleting BMC Remedy ITSM attributes from the BMC Atrium
CMDB
You must rebuild your customizations before you can delete all of the BMC Remedy ITSM
attributes from the BMC Atrium CMDB, while performing an upgrade. This topic provides
information about the customizations that are affected by the upgrade, and instructions for
rebuilding them.
Integrations or customizations that are affected

Integrations that are using the BMC Atrium CMDB class forms (for example, BMC:CORE:
ComputerSystem) that need to pull, update, or create data into the attributes owned by BMC
Remedy ITSM must be modified to query that data in the BMC Remedy ITSM form or join form.
The types of integration mechanisms that might be affected include:
BMC Atrium CMDB API

BMC Remedy AR System workflow
BMC custom join forms
AIE Mappings

Distributed Server Option (DSO) mappings

ARODBC communication directly to the database
Recommendation
Update the customization after the BMC Remedy IT Service Management Suite structural
upgrade, but before the BMC Remedy IT Service Management Suite attribute deletion.
To detect workflow and join forms see Finding whether and where fields are used in the
system (see page 132).
To rebuild your self join form customizations using the CI Data Migration utility
The CI Data Migration utility rebuilds the join form structure of all custom self join forms in the BMC
Atrium CMDB by replacing the secondary form of the join forms with the AST:Attributes form. All
former BMC Remedy ITSM attributes on the custom self join forms are updated so that these fields
point to the AST:Attributes form.
Note
You must first repair all of the invalid field mappings on the custom self join forms before
running the utility. For more information, see Invalid field mappings in join forms (see
page 146).
1. Create a text file with any file name, that contains a list of custom self join forms that must
be rebuilt. The name of each join form should be on a separate line.
2. Copy the text file to the %TEMP% directory of the computer on which you want to run the
utility.
3. Follow the instructions provided in Using the CI Data Migration scan functions (see page
) to execute the cimig.jar application.
Note
For the exposeForPreChecking command line parameter, you must specify a value of
4, which indicates that you want to fix the custom self join form structure.
The utility first checks for invalid field mappings before starting to rebuild the join form structure.
Note

Custom self join forms refers to forms that were created earlier, using the Sync Asset UI
with CMDB configuration option in BMC Asset Management with custom CMDB forms.
Related topics
Completing the installation spreadsheet
Invalid field mappings in join forms

If a field has been mapped from the secondary form of one of the identified self join forms, the
mapping is considered invalid. Instead, the field should be mapped from the primary form. During
the upgrade, these join forms are modified, and the secondary form is replaced by the AST:
Attributes form.
When you upgrade BMC Remedy IT Service Management, if the installer detects invalid field
mappings, the invalid mapping is fixed during upgrade.
For information about changes to BMC Remedy ITSM lifecycle fields, see Changes to the BMC
Atrium CMDB for BMC Remedy ITSM (see page 131).
Deleting BMC Atrium CMDB attributes copied to AST:Attributes

Upgrading from a pre-8.0 version of BMC Remedy IT Service Management (BMC Remedy ITSM)
requires a significant data model change and movement of data from the BMC Atrium CMDB to
BMC Remedy ITSM. During upgrade to BMC Remedy ITSM 8.0 or later, a new table structure for
the BMC Remedy ITSM attributes is created and lifecycle data is copied from the BMC Atrium
CMDB to BMC Remedy ITSM AST:Attributes form and a workflow is introduced to keep the data
synchronized. For details, see Changes to the BMC Atrium CMDB for BMC Remedy ITSM (see
page 131).
After upgrading to BMC Remedy ITSM 9.1.02, you can manually delete CMDB attributes by
running the DeleteCMDBAttributesUtility that is available in the BMC Remedy ITSM Suite
installation directory. The utility deletes the attributes and the workflow implemented in BMC Atrium
CMDB .
Note
Before you delete the BMC Atrium CMDB attributes, consider the following:
Atrium Web Services do not work for moved attributes.

CMDB data using Atrium Integrator cannot populate data for moved attributes.
Reconciliation Engine and Normalization Engine rules do not work if the moved
attributes were used in those rules.

Before you begin
Ensure that all the BMC Atrium CMDB attributes are copied to AST:Attributes.
Remove custom fields to avoid failures with deleting attributes. For information on identifying
field customizations, see Finding whether and where fields are used in the system (see
page 132).
For attributes that remain in BMC Atrium CMDB, see BMC Remedy ITSM attributes that
remain in the BMC Atrium CMDB (see page 142).
Ensure that the following environment variables are specified:
Path variable is set to <JAVA_HOME>\bin
ATRIUMCORE_HOME and BMC_AR_SERVER_HOME are set to BMC Atrium Core
and BMC Remedy AR System home directories, respectively.
For example, C:\Program Files\BMCSoftware\AtriumCore and C:
\Program Files\BMCSoftware\ARSystem, respectively.
(On UNIX) For cmdbdriver, add the path of the directory containing shared libraries (such as
libcmdbapi91_lx64.so) to "LD_LIBRARY_PATH".
Ensure you have permissions to execute the .bat, .sh, or .jar file contained in the
DeleteCMDBAttributesUtility:
For Windows, use DeleteAttributesAndWorkflows.bat
For Linux and Solaris, use DeleteAttributesAndWorkflows.sh
To delete attributes and workflows on BMC Atrium CMDB
1. Go to <InstallDirectory>\BMCRemedyITSMSuite\Utilities, open the

DeleteAttributesAndWorkflows.bat or DeleteAttributesAndWorkflows.sh, and update the
following parameters based on the values specified for them in your environment:
AR_SERVER_HOST
AR_SERVER_USER
AR_SERVER_PASSWORD
AR_SERVER_PORT
2. On the command prompt, type the following command:
For Linux:
[root@<localhost>]# ./DeleteAttributesAndWorkflows.sh
For Windows:
<installDirectory>\Utilities\DeleteAttributesAndWorkflows>
DeleteAttributesAndWorkflows.bat
Running the utility deletes the attributes and associated workflows from BMC Atrium CMDB.
3.
3. Verify whether the attributes are deleted from the BMC_CORE:BMC_BaseElement form.
4. Verify whether the following workflows are deleted:
Filters:
ASI:BAB:SynchABT
ASI:BAB:SynchABT-Modify
ASI:BAB:SynchABTGetProdDataset
ASI:SYA:SYNCTOBASE
ASI:BAB:PullASTAttributes
Active Links:
ASI:BAB:SetFlagField
ASI:SHR:All_PushSyncRecord
Escalation
ASI:SYA:ProcessSyncRecords
5. In the SHARE:Application_Properties form, verify whether the phase property for Application
ID "RA00C04FA081BAydPrRwNkQKqAbOMA" is set to "3-Complete".
Related Topics
Upgrading the applications
BMC Remedy ITSM Solution overview

BMC Remedy OnDemand and BMC Remedy IT Service Management (BMC Remedy ITSM)
address the following business goals:
Effective collaboration and reporting

IT transparency (visibility of costs and business-value contributions)
Improvements from tool and process standardization
Flexible and agile services
Fast tracking of your ITIL initiatives
Support for multi-tenancy and multi-lingual implementations
Single, central, shared data model
How BMC provides value

BMC provides a one-stop solution that is single suite of products that supports all your ITIL service
support needs — from architecture to integration and implementation to support.
Provided capabilities Value path
Service Asset Lifecycle (see page 168

IT asset management natively integrated with a full suite of service support )
applications
Service Desk Optimization (see page

Service desk consolidation that unifies all service desks onto a single, integrated 174)
platform

Provided capabilities Value path
Reduced calls to the service desk by fully automating service requests and
integrating with the BMC Remedy Service Desk workflow engine
Best practice Incident Management processes to manage the entire incident
resolution process in order to restore service as quickly as possible
Best practice Problem Management processes to remove defects from the IT
infrastructure, eliminate recurring incidents, and stabilize the environment
Service Catalog and Request

Tightly integrated Knowledge Base that provides ready access to common Management (see page 149)
solutions, known errors, and workarounds to expedite incident resolution
Self-service for searching FAQs, known solutions, and workarounds to common
issues that encourages user self-sufficiency and reduces call volumes
A service catalog that enables you to view the details and relationships of IT and
business services and add new services to your service model
Comprehensive Change and Release

Streamlined change and release process and approvals Management (see page 158)
Service Catalog and Request Management

Self-service solutions can be implemented independently of each other, but the best results are
found when they are implemented as part of a Business Service Management plan. BMC self-
service solutions use this plan to promote integrated services and deliver standardized practices
and procedures.
Maturity model for Service Catalog and Request Management (see page 150)
Service Catalog and Request Management use case (see page 155)
BMC self-service solutions deliver self-help and assisted support options to end users, letting them
request services and find information with little or no intervention from the service desk. Self-
service solutions (identity, service request, and knowledge management) improve IT service
support work volume, request fulfillment time, and service delivery processes through automation
and call deflection from the IT service desk. With BMC self-service solutions, your IT service
support organization can:
Eliminate more than 40 percent of the most repetitive incidents by offering self-service
password management options, such as changes, resets, and requests for access
Reduce the number of incidents escalated to problems by up to 30 percent by providing a
self-service knowledge base for users and service desk agents
Reduce the cost of service desk calls from $40 to $1 by automating repetitive service
requests and removing intensive labor-oriented service-fulfillment processes
Provide the services users want, when they want them, by removing latency, reducing the
risk of human error, and coordinating processes
This topic provides the following information:

Service Catalog and Request Management project (see page 150)

Success factors and key performance indicators (see page 150)
Service Catalog and Request Management project

You can undertake a Service Catalog and Request Management project to provide a service
catalog (see page 150) for viewing the details and relationships of IT and business services and
adding new services to your service model. In an easy-to-use, self-service web user interface for
the service catalog, BMC Service Request Management users can:
Review the available IT or other business services to which they are entitled
Request services
Review the status of the requested services online
Success factors and key performance indicators

The value of BMC self-service solutions can be demonstrated with the following critical success
factor and key performance indicator (KPI) metrics that span all of the IT service management
disciplines:
Reduction in IT costs
First-call-resolution rate
Percentage of escalations to level 2 support
Mean time to service restoration
IT-support labor-cost reduction as a percentage of the IT budget
Number of calls resolved via self-service requests (call avoidance)
Percentage of automated request fulfillment
Percentage reduction in call wait times
Percentage reduction in call abandonment rates
Percentage of changes that breach business service level agreements (SLAs)
Maturity model for Service Catalog and Request Management

Your organization can reach your goal of service catalog and request management maturity
through best practices adoption and native BMC product process integration.The following maturity
model helps you optimize the rollout of Service Catalog and Request Management processes and
solutions in phases.

This topic describes the following phases:
Phase 1 — Setting up BMC Service Request Management (see page 151)

Request catalog through BMC Service Request Management (see page 152)
Self-help knowledge through BMC Knowledge Management (see page 153)
Integration with BMC Remedy ITSM suite (see page 153)
Phase 2 — Expanding the use of self-service and making IT activity transparent through the
service catalog (see page 153)
BMC Cloud Lifecycle Management (see page 153)
Integration with identity management solutions (see page 153)
Desktop software distribution (see page 153)
Custom application through BMC Remedy Action Request System and BMC Atrium
Orchestrator (see page 154)
Making IT activity transparent through the service catalog (see page 154)
Phase 3 — Implementing mature service management processes (see page 154)
BMC Service Level Management (see page 155)
Service cost management through BMC IT Business Management Suite (see page
155)
Service portfolio management (see page 155)
Phase 1 — Setting up BMC Service Request Management

The goals of this phase of the maturity model are to:
Quickly gain efficiencies in the delivery and support of IT services through a self-service
solution on top of your existing BMC Remedy ITSM implementation (incident, change, asset,
work orders)
Provide a centralized catalog of requests (including price, service-level targets, approval
rules) to automate and monitor standard requests

Enable self-help through knowledge access to reduce the number of calls to the service
desk
Promote standardization of request entry and fulfillment through a single point of contact
Provide key IT support data to the business
Request catalog through BMC Service Request Management

You can use the BMC Service Request Management product to derive additional value from your
existing BMC Remedy ITSM investment by enabling self-service and automated request fulfillment.
BMC Service Request Management is tightly integrated into the BMC Remedy ITSM suite and the
BMC Atrium Configuration Management Database (BMC Atrium CMDB) product.
BMC Service Request Management gives users access to knowledge articles, which enables them
to help themselves and reduces the number of requests coming into the service desk. As a result,
IT professionals can focus on mission-critical activities, such as resolving incidents related to
service failures and restoring critical services. The product also provides the ability to automate
workflows for each service, enforcing consistency of process and faster fulfillment of requests.
BMC Service Request Management enables the IT department and other business departments to:
Define requests that are handled through a self-service portal (supplying name, description,
price, required input from users, approval rules, expected completion time, and so on)
Publish available services in a request catalog
Automate the fulfillment of requests from users through a workflow engine
The focus for this initial phase is on request types that create the most effort for service desk staff,
examining both frequency of requests and average effort spent per request. Extremely complex
request types and non-IT request types should be addressed in future phases.
Request types offered through the catalog are defined through service request definitions (SRDs).
Each SRD provides the information required to facilitate the selection and execution of delivery for
a type of request. This information includes attributes, such as categorization, effective start and
end dates, pricing information, approval rules, service-level-target criteria, and the definition of
application objects that support the delivery of a service.
The request management solution permits IT to define a unified and simple front-end for any type
of request from end users and other IT employees. Even external web pages can be integrated to
build a single point of contact for any IT interaction.
When a user submits a service request, the request management solution initiates, manages, and
tracks all of the necessary processes — performing full request lifecycle management. It routes
requests for approval where required and, when approvals are obtained, triggers and tracks the
appropriate fulfillment processes to ensure defined service level targets are achieved. Users can
check the status of their requests at any time through a simple online inquiry.

Built-in reporting and additional analytics capabilities provide the information required to further
optimize the request portfolio and show the value of the initial implementation to key stakeholders
in the company.
BMC delivers a best practice Service Management Process Model and best practice configuration
data for BMC Service Request Management to support the fast implementation of a request
management solution.
Self-help knowledge through BMC Knowledge Management
The BMC Knowledge Management product quickly enables you to improve staff efficiency,
customer service and satisfaction, and service quality. Service desk efficiencies can be
dramatically improved by reducing incident volume through automated self-service. In addition,
web-based self-service options enable employees and customers to find their own answers at any
time by using natural language search, thereby dramatically reducing the number of issues
directed to a call center.
Integration with BMC Remedy ITSM suite
BMC Service Request Management is fully integrated into the BMC Remedy ITSM suite,
leveraging your existing investment into templates, best practices, and so on. Out-of-the-box
integration with the Incident Management feature of the BMC Service Desk product, the BMC
Asset Management product, and the BMC Change Management product enables the creation of
incidents or changes from user requests, and the exchange of comments and files to query
common CMDB data or to update status.
Phase 2 — Expanding the use of self-service and making IT activity transparent through the
service catalog
Expand the use of self-service in your company by addressing advanced use cases
Provide initial insight into the catalog of services that IT provides
BMC Cloud Lifecycle Management

Automate the request and delivery of cloud services — from basic virtual machines to multi-tier
applications — through the BMC Cloud Lifecycle Management product. Combining the benefits of
a single request management (SRM) funnel with best-in-class provision and configuration
automation solutions from BMC, you can provision computing resources and applications on the fly
across a variety of virtualization technologies.
Integration with identity management solutions
Integration with an identity management solution of choice enables consolidation of password,
identity, and permission related requests into a single self-service portal—either as stand-alone
request types, or as part of a more comprehensive request type (such as employee onboarding).
BMC provides a variety of options to implement such an external integration.
Desktop software distribution
Another advanced use case in this phase of the maturity model is the request and automated
delivery of software to an end user's desktop computer. For example, the software distribution can
be based on BMC BladeLogic Client Automation software.

Custom application through BMC Remedy Action Request System and BMC Atrium
Orchestrator
The BMC Remedy Action Request System (BMC Remedy AR System) product provides a critical
component to the Business Service Management (BSM) technology platform. It enables IT
administrators to quickly customize and extend out-of-the-box application functionality without
programming knowledge. BMC Remedy AR System additionally acts as a single point of
integration, including support for popular API types (such as Java and C), web services, ODBC,
and utilities.
The BMC Atrium Orchestrator product takes complex, multistep processes and automates them to
reduce manual errors and improve operator efficiency. It enables you to delegate tasks to junior
staff members and frees up your resources to work on projects that have a greater return for the
business.
For example, BMC Atrium Orchestrator helps you to perform the following tasks:
Automate the deployment, installation, and configuration processes resulting from a change
Integrate your problem and incident management systems with your change process
Automatically remediate a change if it causes a problem or service disruption
Save your server or network engineers from manually creating change tickets
BMC Atrium Orchestrator automates many of the routine tasks associated with administering
change and release management across the IT environment.
Making IT activity transparent through the service catalog
The foundation of an effective IT service management strategy begins with a service catalog,
which is a representation of business services delivered by IT and other service provider
organizations. It is the vehicle that documents and makes transparent the value that IT provides to
its customers, and serves to organize and streamline all IT activity around a common concept.
BMC Atrium Core enables you to create a repository of available and agreed-upon services that IT
and other business service organizations provide to customers in terms that are relevant to users.
This service definition can then be shared by various service management applications, including
BMC Remedy ITSM and BMC Service Request Management. The service catalog maintains key
information about available services to customers.
With the creation of a full service catalog, the request management solution is used to build out the
request types that are supported for the services in the catalog. Supported requests should be tied
to specific service offerings, and contracts for those service offerings drive entitlement for requests.
Phase 3 — Implementing mature service management processes

Formalize customer expectations in service level agreements and manage service delivery
against these expectations
Understand costs to deliver service in support of price definition, cost recovery, and more

Manage the service portfolio
BMC Service Level Management

The level of service that an IT department provides to a company must be aligned with the
company's business needs. The BMC Service Level Management application provides a solution
that bridges operations and services.
BMC Service Level Management provides a way to review, enforce, and report on the level of
service provided to ensure that adequate levels of service are delivered in alignment with business
needs at an acceptable cost. It streamlines the most important task of all, the communication
between a service provider and its customers.
BMC Service Level Management enables a service provider, such as an IT organization, a

customer support group, or an external service provider, to formally document the needs of its
customers or lines of business by using service level agreements, and to provide the correct level
of service to meet those needs. BMC Service Level Management is a continual and proactive
process of:
Defining IT services
Agreeing on IT services
Monitoring IT services
Reporting IT services
Reviewing the performance of IT services
The entities used in monitoring service levels are service targets, agreements, and contracts.
Service cost management through BMC IT Business Management Suite
The BMC IT Business Management Suite is a comprehensive and integrated IT management
system developed to improve high-level decision making and optimize the use of IT resources.
This suite provides a number of solutions, including the BMC Financial Planning and Budgeting
solution, which translates costs into business benefits and establishes a level of IT financial
transparency that allows IT and its major stakeholders to jointly make fully informed IT investment
decisions.
Service portfolio management
A service catalog is not a static document. It evolves as the demand for service from the customers
evolves in terms of type and quantity. Successful companies establish a governance process to
make good decisions about what new services to offer and what existing services to phase out.
New services enter the service portfolio as planned services. The IT organization establishes a
well-defined process to manage the lifecycle of a service from planned to production to retirement.
Service Catalog and Request Management use case

Each use case has a Universal Modeling Language (UML) robustness diagram associated with it.
A robustness diagram depicts the core components of a system and how the components
communicate or collaborate with one another to satisfy a use case. Arrows between the
components indicate the flow of information between the components.

The following symbols are used:
Symbol Meaning
Actor — User role that interacts with a component in the system
Boundary — Component that represents an interface with which Actors interact
Entity — Domain objects within the system that typically present a persisted state of that object
Control — Components that connect Boundary and Entity components and implement some logic to manage the
interaction between them
The goals of this use case are to illustrate how:
Self service initiates a service request through the Service Catalog

BMC Service Request Management automates the connection of service requests to back-
office fulfillment

This use case has the following steps:
1. The end user accesses self service through the BMC Service Request Management
interface. The user browses the service catalog for service offerings that can be requested.
The user can also access information from the knowledge database.
2. After the user selects a service request offering from the service catalog, the interaction
workflow steps the user through a series of panels or questions that retrieve more
information from the user.
3. Advanced interface forms (AIFs) can be configured by administrators to retrieve information
from integrated data sources.
4.
4. After all user information has been collected, the service request is submitted and the
service fulfillment engine starts the processing. BMC Service Request Management can be
configured to connect to a variety of back-end fulfillment systems through its fulfillment
engine.
5. BMC Service Request Management workflow invokes and coordinates back-end processes
such as the Incident Management feature of BMC Service Desk, BMC Change
Management, and BMC Atrium Orchestrator workflow, which may integrate with other
applications such as BMC BladeLogic.
6. The end user monitors the status of the overall service request through the self service
interface. BMC Service Level Management also monitors the status of the overall service
request.
7. When all back-end processes complete their activities, the service fulfillment completes the
service request.
Core IT Service Management concepts

The topics in this section help you to understand some of the concepts that are central to IT
Service Management, and place the BMC Remedy ITSM applications in that context.
Topics include:
Comprehensive Change and Release Management (see page 158)

Service Asset Lifecycle (see page 168)
Service Desk Optimization (see page 174)
Comprehensive Change and Release Management

The BMC Change Management application provides a system for planning, scheduling,
implementing, and tracking changes that need to be completed within your organization. BMC
Change Management is closely aligned with standard ITIL service management processes. It
works in conjunction with the BMC Remedy Approval Server and the other BMC Remedy IT
Service Management (BMC Remedy ITSM) applications. Using BMC Change Management in
combination with these applications enables you to assess the scope of a change, analyze the
costs associated with the change, perform impact and risk analysis, and schedule the resources
needed to complete the change. Using the BMC Service Level Management application enables
you to define service targets and measure the efforts of your support staff as they implement the
changes.
Maturity model for Comprehensive Change and Release Management (see page 160)
Change Lifecycle Automation use case (see page 162)
Release Lifecycle Automation use case (see page 164)
Change Management for Virtual and Cloud Environments use case (see page 166)
BMC Change Management helps to:

Reduce the cost of change

Increase understanding of risks
Increase understanding of service relationships
Decrease total change planning and approval time
Reduce outages resulting from changes
Increase changes delivered on time and within budget
Release management
A release is a collection of related authorized changes to an IT service that are tested and
introduced into the production environment together. Release management works closely with
configuration management and change management to ensure that changes to the IT
infrastructure are implemented to keep the functionality and levels of services aligned with the
business needs of customers.
The Release Management module that is included with BMC Change Management includes best
practices to track and manage change and deployment activities. The goal of Release
Management is to provide enhanced out-of-the-box support for managing standard release
activities from request to planning and design, build, test, deployment, and acceptance. Release
Management includes default support for managing standard release work items by:
Tracking and managing change and deployment activities

Automatically notifying stakeholders at every phase of the release process
Contributing to meeting auditable requirements for traceability through service transition
Delivering changes faster and at an optimum cost and minimized risk
Assuring that customers and users can use new or changed services in a way that supports
business goals
Improving consistency in the implementation approach across the business change, service
teams, suppliers, and customer
With numerous changes occurring daily, Release Management is the key component in ensuring
that applications are successfully deployed without compromising the integrity or availability of the
production environment. Using a systematic and repeatable release process, organizations can
achieve greater success rates of change rollout, higher quality of IT service, and accelerated time-
to-market.
Tip
For information about using BMC Change Management and Release Management, see
Using (see page 760).

Maturity model for Comprehensive Change and Release Management

BMC's goal is to assist your organization to reach the next step of change management maturity by
planning and managing changes according to standards, enforcing policies, and provisioning to
increase efficiency while minimizing user impact and gaining maximum value from processes.
The maturity model for Comprehensive Change and Release Management includes the following
phases:
Defining change processes

Configuration management
Release processes
Phase 1 — Defining change processes (see page 160)

Phase 2 — Configuration management (see page 161)
Phase 3 — Release processes (see page 161)
Phase 1 — Defining change processes
In this phase, you define a change lifecycle process model, and plan and define each stage of the
change process from creating the change to closing it after it has been completed. The goal is to
implement changes efficiently while minimizing negative impact on users during the
implementation.
When planning the change processes, you must consider how the change requires the current
configuration data, business data, and obligatory service delivery data during that stage to
minimize risks. The processes should integrate defined service levels using BMC Service Level
Management.
This phase also includes planning for processes to deal with emergency changes and
implementation of frequent low-level changes.
The goals of this phase are to:
Define change processes to implement changes in an efficient manner

Minimize negative impact during change implementation

Integrate defined service levels using BMC Service Level Management
Define processes for emergency change requests
Define processes for implementation of frequent change types
Phase 2 — Configuration management
Using well-defined configuration practices is essential, whether you are planning a change or
concluding a change activity. Integrating with applications that provide required information about
configuration items (CIs) helps you to determine available configurations and define how to handle
them during the implementation of a change.
The BMC Asset Management and BMC Configuration Management applications help manage
information related to CIs. The BMC Atrium Discovery and Dependency Mapping (BMC Atrium
Discovery) product provides the infrastructure to identify CIs and store related information in the
BMC Atrium Configuration Management Database (BMC Atrium CMDB). Service Asset Lifecycle
(see page 168) provides detailed information about the service asset lifecycle.
This phase includes processes that ensure that effective decisions are made for assessing risk,
prioritization, or the escalation process.
Integrate with BMC Asset Management

Understand what CIs are available
Determine how to handle available CIs
Phase 3 — Release processes
A release is a set of changes that are moved into the production environment at the same time.
During this phase, you define the release processes that define and plan a release and coordinate
the release until closure of the release request. A release can be part of a larger project defined in
BMC IT Business Management and can be initiated from within that application.
This phase also includes automation of the deployment process using the BMC BladeLogic Server
Automation Suite.
Define release processes

Integrate implementation of releases that are a part of a larger project
Automate deployment processes

Change Lifecycle Automation use case

Symbol Meaning
The goal of the Change Lifecycle Automation use case is to illustrate how change requests are
initiated and managed through fulfillment.

1. To provision a new change request, a user uses BMC Service Request Management
(SRM). For purposes of this use case, BMC Service Request Management comprises seven
key components — Service Request Portal, Service Fulfillment Engine, Service Catalog,
BMC Change Management, Task Management System, BMC Asset Management, and
BMC Atrium CMDB. A user, using the Service Request Console, selects a service offering
that represents the provisioning of a virtual system and associated software. Depending on
how the service request has been configured, the user might be asked a series of questions
regarding such things as server capacity or software to be deployed.
2. When the user submits the request, it is passed to the Service Fulfillment Engine.
3. The Service Fulfillment Engine invokes BMC Change Management, passing all required
information. A change request is created with data values transferred from the service
request through the Service Fulfillment Engine.
4.
4. Alternatively, IT Support users can create change requests directly through the Change
Management Console or through the Incident and Problem Management functions of BMC
Service Desk.
5. Change approvals are processed within the BMC Change Management process workflows.
Changes might be preapproved or might require approval.
6. Within BMC Change Management, the change request acts as the parent object to change
tasks that are created through the foundational Task Management System. When the
change request is approved, tasks are activated.
7. Tasks are processed in a serial, parallel, or successor-predecessor relationships. Tasks can
be integrated to external systems via the CAI Integration Subsystem. For example,
mechanisms as basic as scripts or as robust as BMC Atrium Orchestrator can be leveraged
to integrate individual tasks with external fulfillment systems such as BMC BladeLogic.
8. Tasks can include activities to update the CMDB or Asset attributes through BMC Asset
Management or through the Asset Inventory component of BMC Change Management
when BMC Asset Management is not present.
9. When all tasks are completed, the parent change request is completed.
Release Lifecycle Automation use case

Symbol Meaning
The goal of the Release Lifecycle Automation use case is to illustrate how release requests are
initiated and managed through fulfillment by coordinating change implementations.

1. Release requests might be a result of an end user request from the BMC Service Request
Management interface, but they are not created directly by end users. To provision a new
release request, a user starts with BMC Service Request Management (SRM). For purposes
of this use case, BMC Service Request Management comprises six logical components —
Service Request Portal, Service Fulfillment Engine, Service Catalog, BMC Asset
Management, BMC Change Management, and BMC Atrium CMDB. A user, using the
Service Request Console, selects a service offering that represents the provisioning of a
virtual system and associated software. Depending on how the service request has been
configured, the user might be asked a series of questions regarding such things as server
capacity or software to be deployed.
2. When the user submits the request, it is passed to the Service Fulfillment Engine.
3. The Service Fulfillment Engine invokes BMC Change Management, passing all required
information. A change request is created with data values transferred from the service
request through the Service Fulfillment Engine.
4.
4. The Release Coordinator reviews the change request and creates a release request to
manage non-standard changes.
5. Alternatively, IT Support users can create release requests directly through the Release
Management Console. This procedure is called Release Coordination and is used to initiate
the implementation of releases.
6. The Release Management process coordinates changes and activities through a series of
milestones. These milestones include the Initiate milestone, the Build milestone, the Test
milestone, and the Deployment milestone.
7. The process can include activities to update the CMDB or Asset attributes through BMC
Asset Management or through the Asset Inventory component of BMC Change
Management when BMC Asset Management is not present.
8. After all changes and activities are completed, the release request can be completed and
closed.
Change Management for Virtual and Cloud Environments use case

Symbol Meaning
The goal of the Change Management for Virtual and Cloud Environments use case is to illustrate
how BMC Change Management supports BMC Cloud Lifecycle Management version 1.x.

1. The cloud end user submits requests to provision new virtual machines (VMs) through the
Cloud End User Portal, a component of BMC Cloud Lifecycle Management.
2. A list of VM Guest Packages that can be requested is returned via integration to BMC
BladeLogic Server Automation through BMC Atrium Orchestrator.
3. The Service Fulfillment Engine invokes BMC Atrium Orchestrator provisioning workflows.
4. BMC Atrium Orchestrator workflows coordinate changes and change tasks, and invoke
BMC BladeLogic Server Automation through the BladeLogic Command Line utility (BLCLI)
to create new VMs.
5. Different tasks can be invoked during provisioning, including creating additional software
packages after the VM has been provisioned, and applying compliance monitoring and
performance monitoring agents.
6. BMC Atrium Orchestrator workflows also add the new VM to the CMDB.
7. Throughout the process execution, the end user can view the status of the provisioning
through the Cloud End User Portal.
8. After all provisioning activities are completed, all change tasks are closed and the service
request status is set to completed.

Service Asset Lifecycle

The Service Asset Lifecycle value path enables you to manage service assets from initial
procurement to retirement, as shown in the following illustration and described in the sections that
follow. If applicable, this lifecycle can include the harvesting of underutilized software licenses.
This section contains the following topics:
Maturity model for Service Asset Lifecycle (see page 170)

Service Asset Lifecycle use case (see page 172)
Illustration of Service Asset Lifecycle
This value path provides:
Software licensing and compliance tools

Integration with change management and incident management processes through BMC
Service Support applications
Integration with the BMC Atrium Configuration Management Database (BMC Atrium CMDB)
product and other inventory tools
Integration with vendor management
Integration with discovery
Integration with provisioning through the BMC BladeLogic Client Automation product
Reporting and analytics
BMC Atrium CMDB includes a common Definitive Media Library (DML) and Product Catalog. It
provides the common repository for all configuration items (CIs).
Tip

For information about configuring this value path, see Configuring Service Asset
Lifecycle (see page 337).
For information about using the BMC Asset Management application, see Using
(see page 760).
Procurement
BMC Asset Management provides workflows for procurement, including receiving. Integrations are
available so that you can integrate with e-procurement systems. Use the BMC IT Business
Management product to help manage the vendor evaluation and selection process before
procurement.
Capturing software license inventory and entitlements

You can store information about contracts and software licenses. License types give you the
flexibility to capture the rights applicable to each type of software license. BMC Asset Management
is installed with standard license types, including enterprise, site, and per-copy license types.
However, you can configure license types to support your custom agreements.
Deployment
After an asset is received, BMC Asset Management integrates with the BMC Change Management
application to trigger the appropriate deployment process.
Discovery
Typically, you populate BMC Atrium CMDB by discovering deployed software and other assets.
You can use the BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery)
product to populate CI data. BMC Atrium CMDB provides reconciliation and normalization based
on the DML and Product Catalog. The DML translates discovery scan data into normalized
software titles and descriptions. This normalization enables more accurate and efficient matching
of discovered software to licenses.
Analyzing software license compliance

The License Engine links the entitlements (recorded in software licenses) with the CIs in BMC
Atrium CMDB. The License Engine measures compliance by using the rules for the applicable
license type. If you need to create your own license types, you use a wizard to build the rules that
define compliance criteria. Dashboards, alerts, and reports help you to identify and analyze
compliance issues.
Maintenance and support

You can set up maintenance schedules for your assets. Through the integration with BMC Service
Support, you can view the history of incidents associated with an asset.

Retirement and software license harvesting

When a computer goes out of service, the software license is reclaimed for future use. BMC Atrium
Discovery updates the software CI in BMC Atrium CMDB. The License Engine then determines
that the license is available.
Maturity model for Service Asset Lifecycle

Your organization can reach the next step of service asset lifecycle maturity through best practices
adoption and native BMC product process integration. The following maturity model helps you
optimize rollout of Service Asset Lifecycle in phases.
Phase 1 — Understanding your assets (see page 170)

Phase 2 — Asset tracking and reporting (see page 171)
Phase 3 — Maintaining standards (see page 171)
Phase 4 — Optimizing service asset alignment (see page 171)
Phase 1 — Understanding your assets
Focus on the location, identity, quantity, and current status of your assets. Understand how that
static depiction of your assets can change by the request and provisioning of assets. Look at what
IT has, what your customers want, and how IT provides assets. In this phase, implement discovery,
request fulfillment, and order management. The goals of this phase are:
Autodiscover deployed assets and software

Automate asset deployment and usage monitoring
Support reconciliation and normalization
Automate the supplier order fulfillment process
Increase the quantity of asset requests that follow automated standards
To support this phase, BMC recommends that you use the following products:
BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery)



BMC BladeLogic Client Automation
Phase 2 — Asset tracking and reporting
Focus on supporting and managing your assets. The goals of this phase are:
Track assets from initial deployment to retirement

Report on asset support costs
Track assets to support services
Perform comprehensive inventory tracking
Use analytics for reporting
BMC Dashboards for BSM

BMC Analytics for BSM
Phase 3 — Maintaining standards
As assets move through their lifecycle, they are subject to changes. These changes include
support cost changes, physical changes, and the attribute and relationship changes associated
with the asset and the role it plays in the service lifecycle. Both strong change management
practices and structured configuration management practices support the change management
activities for an asset. In this phase, you implement asset configuration management and software
license management. The goals of this phase are:
Increase visibility into the assets that compose a business and technical service
Reduce errors in the configuration of assets
Increase compliance with regulations and standards

BMC Atrium Configuration Management Database (BMC Atrium CMDB)
Phase 4 — Optimizing service asset alignment
This phase covers highly mature asset management practices. You implement financial
management and supplier management. The goals of this phase are:
Decrease total cost of ownership of assets

Increase compliance and audit ability of software and hardware assets

Provide the business with financial data

Increase effectiveness of IT spend with suppliers
Optimize assets to support IT services
Decrease the effort to manage IT suppliers and vendors

BMC IT Business Management Suite
Service Asset Lifecycle use case

Symbol Meaning
The goal of the Service Asset Lifecycle use case is to illustrate how procurement requests are
initiated and managed through fulfillment.

1. The configuration administrator (asset manager) defines standard configurations for issued
equipment. For example, the configuration administrator defines a "Standard Sales Laptop
Configuration" as being comprised of a laptop, power supply, case, and external hard drive.
2.
2. A license has been set up for Microsoft Project. Copies of the license are available from the
inventory. Software License Management can be employed to ensure software license
compliance.
3. The end user accesses self service through the BMC Service Request Management
interface and requests a Standard Sales Laptop Configuration pack and a copy of Microsoft
Project.
4. BMC Service Request Management creates the purchase request and reserves a copy of
Microsoft Project from the pool of available licenses.
5. The configuration administrator reviews the purchase request and creates a purchase order
for the laptop and accessories.
6. On receipt of the purchase, the configuration administrator logs into the Receiving Console
and marks the items as received. BMC Asset Management automatically generates a new
CI for the laptop request.
7. The configuration administrator creates a change request for the build and handover of the
laptop and the installation of Microsoft Project, which is completed once the user's laptop is
installed.
8. After the laptop is installed, BMC BladeLogic Client Automation or a third-party discovery
tool (like Microsoft System Center Configuration Manager) enriches BMC Atrium CMDB with
additional details concerning the new laptop.
Service Desk Optimization

In many enterprises, customer service is siloed, disjointed, and inconsistent. Customers contact
different call centers for different products and for different geographies. Separate support teams
exist for partners, suppliers, and employees. Employees call one number to ask questions about
benefits, another for computer problems, and a third when they need new equipment.
Rapid business expansion, whether through organic growth or mergers and acquisitions, has
caused the proliferation of multiple service desks across most enterprises. Having so many distinct
entities, many of which provide overlapping and redundant functions, creates serious business
problems.
The Service Desk Optimization value path helps you to reduce operational complexity and
inefficiencies by using the BMC Service Management Process Model (see page 86) and best
practice process flows. It enables you to replace disconnected service desks with a single service
desk solution that unifies all service desks onto a single, integrated platform.
Maturity model for Service Desk Optimization (see page 176)

Service Desk Optimization use case (see page 179)
Service Desk Optimization defines and integrates your service desk and operations with standard
processes and tools to reduce variation and to manage support cost. Through standardization, the
enterprise can realize such benefits as:

Improved efficiency in handling customer requests and greater customer satisfaction

Lower costs for service desks to provide incident status updates
Consolidation of training and reduced staffing requirements
Reallocation of service desk personnel from one functional area to another with minimal or
no training
Service Desk Optimization automates the following processes to ensure reactive resolution of
customer questions and issues, and proactive work to prevent recurring issues:
Incident management process (see page 175)

Problem management process (see page 175)
Incident management process
The mission of the incident management process is to resolve incident requests as quickly as
possible in a prioritized fashion. Incident management supports the following categories of incident
requests:
Request for incident resolution

Request for change
Request for information
The incident lifecycle includes request registration, assignment, tracking, resolution, escalation,
and closure.
Problem management process
The mission of the problem management process is to minimize the number of incidents. The
scope of the problem management process is limited to problems that can be identified using the
registered incident request information and problems that have been identified by availability and
capacity management. The problem lifecycle includes request review, root cause analysis, analysis
review, and closure.
The BMC Remedy IT Service Management (BMC Remedy ITSM) solution also supports
configuration of people and groups, operational reporting, and integration of event management
feeds into the service desk.
Tip
For information about configuring your Service Desk Optimization project, see
Configuring Service Desk Optimization (see page 342).
For information about using the Incident Management and Problem Management
features of BMC Service Desk, see Using (see page 760).

Related topics
BMC Service Desk
Maturity model for Service Desk Optimization

Your organization can reach the next step of service desk maturity through best practices adoption
and native BMC product process integration. The following maturity model helps you optimize
rollout of Service Desk Optimization in phases.
Phase 1 — Best practices standardization and processes simplification (see page 176)
Phase 2 — Incident management (see page 177)
Phase 3 — Problem management and knowledge management (see page 177)
Problem management (see page 177)
Knowledge management (see page 178)
Phase 4 — Change, event, and performance management (see page 178)
Change management (see page 178)
Event management (see page 178)
Performance management (see page 179)
Phase 1 — Best practices standardization and processes simplification
The model starts with your organization adopting best practices from the BMC Service
Management Process Model (see page 86) for your service desk and incident management
processes. You can then use the model to form your problem management practice. After your
organization understands the complexity of the environment, it can begin to consolidate and
centralize applications, education, and process tools to a manageable and economic set.
The goals for best practices standardization and processes simplification are to:
Reduce operational and capital expenses

Standardize processes and tools to improve resource utilization

Implement controls to meet business obligations (for example, controls include service
targets configured when using the BMC Service Level Management product)
Increase user satisfaction
Enable rapid adoption of best practices
Provide the business with key performance data
Phase 2 — Incident management
As part of this phase, your support organizations must scrutinize all of the parts required to provide
incident management services: process tools; service desk ticketing systems; inboard and
outboard messaging and notification tools; data, event, or request input sources; and measurement
and monitoring tools.
The goals for incident management are to:
Resolve incidents within designated targets

Resolve incidents without assistance from other groups
Decrease the number of reopened incidents
Decrease the number of backlogged incidents
The Incident Management feature of the BMC Service Desk product provides a number of
procedures for handling incident requests from users.
Phase 3 — Problem management and knowledge management
One challenge facing IT Support organizations is indoctrinating problem management processes

as distinct and separate activities apart from the incident management team. To achieve this, you
must embrace the full process model for problem management. One of the outputs of the problem
management processes is the creation and dissemination of knowledge resulting from the root-
cause analysis of problems.
Problem management
The goals for problem management are to:
Decrease the number of recurring incidents

Decrease the number of problems in the backlog
Increase the number of level 1 restoration activities
When your service desk has incorporated the Incident Management and Problem Management
features of BMC Service Desk, and uses optimized best practices, you can take the next step by
automating many processes and activities. You can achieve automation by using the industry-
leading workflow solution BMC Remedy Action Request System, a core component to the BMC
Remedy ITSM Suite, and BMC Atrium Orchestrator. BMC Atrium Orchestrator enables you to
implement the BMC workload process across multiple computing environments, applications, and

scripted tasks. With workflow and run book automation, you can create a real tangible change
management lifecycle that carries instructions, information, data, and activities from the first
incident all the way through to deployment and installation.
Knowledge management
The goal of knowledge management is to reduce incident volume through automated self-service
and by providing service personnel with quick answers to questions submitted through the service
desk.
The BMC Knowledge Management (see page 176) application provides a framework for creating,
publishing, reviewing, and searching knowledge articles. The application provides service desk
analysts with a knowledge base of easy-to-find solutions and gives users self-service search
options to help them resolve issues on their own.
Phase 4 — Change, event, and performance management
This phase focuses on change, event, and performance management.
Change management
The primary objective of change management is to enable beneficial changes with minimum
disruption to IT services.
Additional goals for change management are to:
Increase the number of successful changes

Decrease the amount of time required to assess and plan changes
Decrease the approval process time
Decrease the number of changes in the backlog
The BMC Change Management (see page 16) application applies a repeatable process for
production changes to improve the stability of business service and required changes. BMC
Change Management (and Release Management) delivers comprehensive policy, process
management, and planning capabilities that help you to increase the speed and consistency with
which you implement changes, while minimizing business risk and disruption.
Event management
Organizations can achieve rapid maturity by integrating their service desks with event monitoring
capabilities. They can use the BMC ProactiveNet product to shift from reactive to proactive IT
management.
The goals for event management are to:
Decrease the number of repetitive events

Decrease outages resulting from changes
Increase the number of changes correlated to events

To integrate event management with incident management, you need to understand what an event
is, how it should be evaluated for impact, and what should be done with that event.
BMC ProactiveNet is an integrated platform that combines event management and data analytics
(including baselines, abnormality detection, and Root Cause Analysis algorithms) in a single
seamless solution. Event management lets you proactively detect and resolve IT problems before
they have an impact on critical IT systems. Data analytics let you collect metrics data from your
infrastructure components to detect abnormalities, predict outages, and provide deep diagnostic
information.
For more information about Event Management, see Working with events.
Performance management
Performance management helps to optimize application performance by baselining application

behavior, predicting problems before they occur, pinpointing root causes, and initiating
standardized triage and resolution.
The BMC ProactiveNet Performance Management Suite learns and baselines the behavior of your
applications and IT infrastructure, collects and processes events from a wide variety of sources,
predicts problems before they occur; automatically pinpoints probable-cause across technology
silos, and initiates standardized problem triage and resolution processes. The BMC ProactiveNet
Performance Management Suite optimizes application performance by reducing the number of
outages, speeding mean time to repair, and improving operational efficiency through out-of-the-box
automation and integration. For more information, see BMC ProactiveNet Performance
Management Suite.
Service Desk Optimization use case

Symbol Meaning

Symbol Meaning
The goal of the Service Desk Optimization use case is to illustrate how incident requests are
initiated, managed, and resolved.
1. Incident requests can come directly from end users when they contact their service desk to
submit a request or through automated events:
a. Users might call the service desk directly and rely on a service desk analyst to log the
incident request.
b. Users might instead use the Requester Console (see page 766) provided by BMC to
quickly submit incident requests on their own.
2.
2. The service desk analyst finds out how the user can be assisted. The service desk analyst
registers the request as a new incident request. During the registration, the service desk
analyst also relates the incident request to a specific Service CI (CIs are stored in BMC
Atrium CMDB).
3. The problem coordinator reviews incident requests to identify problems for the services they
are responsible for (they link incident requests to problem investigations) and relates
additional CIs to the problem as required.
4. The service desk analyst completes one of the following steps:
a. Is able to resolve the incident request and closes it
b. Is unable to resolve the incident request, so they assign it to the most appropriate
assignment group
5. The group coordinator of the group to which the incident request has been assigned reviews
it and determines if the incident needs to be resolved through a BMC Change Management
process.
a. If Change Management is required, the group coordinator assigns the incident
request to the change coordinator for the concerned service.
b. If the incident request does not require Change Management, the group coordinator
assigns it to the appropriate specialist within his or her group.
6. The specialist reviews the incident request or problem investigation record and resolves the
incident.
a. The group coordinator verifies with the user who opened an incident request that the
solution is acceptable and changes the status for the incident request to Closed. The
status of events in Event Management is updated when the incident is resolved. The
user is notified by the Incident Management feature of BMC Service Desk that the
incident is resolved.
b. If a change request was required, and when the change request is completed, the
service desk analyst receives notification that the change is complete even if the
incident is already resolved.
ITIL and BMC Remedy ITSM

IT Infrastructure Library (ITIL) is the foundation for achieving the goals of the BMC Remedy IT
Service Management (BMC Remedy ITSM) applications.
ITIL provides the leading set of best practices for service management. It defines important
business processes and provides a flexible well-designed framework that can be tailored to the
specific needs of your organization.
Video
ITIL V3 and BSM Architecture

ITIL defines a broad set of recommendations that explain effective ways to handle many aspects of
IT support and delivery, including asset and configuration management, change management,
release management, incident management, and problem management.
BMC Remedy ITSM automates standard ITIL processes out of the box. Extensive configuration
options enable you to tailor the applications to the needs of your organization. The following table
maps ITIL processes to BMC Remedy ITSM applications.
ITIL processes and BMC Remedy ITSM applications
ITIL process BMC Remedy ITSM application
Change management BMC Change Management
Release management BMC Change Management
Incident management Incident Management feature of BMC Service Desk
Problem management Problem Management feature of BMC Service Desk
Service asset and configuration management BMC Asset Management
Service level management BMC Service Level Management
Service request management BMC Service Request Management
Knowledge management BMC Knowledge Management
ITIL describes best practices at a high level. It provides guidance on steps to take, processes, and
workflows. Organizations are then free to implement the work-level procedures for daily activities
that apply to their requirements.
The BMC Service Management Process Model (see page 86) illustrates how ITIL processes map
to work instructions performed in the BMC Remedy ITSM applications.
Best Practice views of key forms help streamline work to ITIL best practices.
How BMC Remedy Smart Reporting works

BMC Remedy Smart Reporting is an easy-to-use report writer for non-technical users, delivering
drag-and-drop simplicity for formatting and data selection. It is designed to reuse components,
such as Source Connections and Views, as much as possible. This model creates a hierarchy of
objects within BMC Remedy Smart Reporting.

Source A source connection stores details of how BMC Remedy Smart Reporting will connect to an external database
Connections that you wish to report from. For every database that you wish to write reports for, you will have to create a single
source connection record within BMC Remedy Smart Reporting. A source connection can have many views.
Views Once you have defined a source connection you must create one or more view records that your users can report
off. A view is a metadata layer that allows you to define which fields, from which tables in your source database
can be made available for reporting. A view can have many reports written against it.
Reports Once a view is defined you can write a report against it. A report record is a report definition which defines which
columns in your database you want to display and how you want to display them. A report can be used on one or
on any number of dashboard tabs
Dashboard Once you have written reports, you can begin to construct your dashboard. You can place as many reports onto a
Tabs tab as you wish. You can also create as many tabs as you wish on your own personal dashboard.
Storyboards Storyboard is a presentation layer in BMC Remedy Smart Reporting that allows users to create slide shows with
fully functional reports as well as text, images, and videos.
Where does the data come from?

BMC Remedy Smart Reporting connects to your data through a Source Connection which is set up
by an Administrator. From here, Advanced Users design and create Views which are meta-data
layers used to specify relationships in the database and field availability.
Views provide the Report Writer with fields to build their reports, without the need to understand all
the technical aspects of database relationships. The Report Writer is then free to build content
through the drag and drop interface.
When a user runs a Report, it uses logic defined in the View, and connects to a database via the
Source Connection in order to return results.

What can my reports do?

Using BMC Remedy Smart Reporting, a Report Writer can create many different types of reports.
These vary from basic tabular reports, charts, and KPIs, to advanced geographical maps and
reports that can combine results from multiple sources.
Some of the functionality available in reports includes:
Drill Reports can move from a high level overview of data down to transaction level detail based on user interaction
Alerts Reports can contain highlighting based on rules defined by a Report Writer in order to draw the user's attention to
a value
Calculations Reports can contain basic to highly complex calculations which can be defined in the View or Report
Filters Reports can restrict results returned through the use of filters either defined by the Report Writer or the Report
Reader
Charts Reports can contain a wide range of visualizations defined through the Report Builder which allow users to view
data outside of a tabular format
KPI & Reports can contain KPI or Summary displays which allow users to quickly assess values important to them,
Summary before exploring in further detail
Where to go from here?

There are two main topics covered for getting started:
Step Description
1. Accessing and navigating the BMC Remedy Smart Learn how to navigate around the BMC Remedy Smart Reporting
Reporting interface (see page 770) system, accessing different components and builders.
2. Accessing BMC Remedy Smart Reporting content Learn how to access different types of content in BMC Remedy Smart
(see page 810) Reporting.
Once familiar with these areas, move on to the Creating Content (see page 1794) section of the
online documentation.

User goals and features

The following table lists specific goals that you can accomplish with the BMC Remedy ITSM suite
and provides links to the related feature documentation. The table also lists the relevant application
or module in the BMC Remedy ITSM suite.
Note
The links in the following table take you to the BMC Knowledge Management, BMC
Service Desk, BMC Change Management, BMC Asset Management, BMC Service Level
Management, and BMC Service Request Management online technical documentation.
Goal Instructions Related application
Managing BMC Knowledge Management includes knowledge article creation, storing, review,
your Creating a publishing, and retirement with the aim of continually improving your self help
knowledge knowledge capabilities and reducing support costs.
base article
Knowledge
search
Working with
reports
Managing The BMC Service Desk incident management process restores normal service
incident Registering operation as quickly as possible with minimum disruption to the business, to ensure
requests and assigning that the highest levels of availability and service are maintained.
incident
requests
Resolving,
closing, and
canceling
incident
requests with
open tasks
Working with
incident
requests as a
manager
Managing The BMC Service Desk problem management process reduces the number of
problem Performing the incidents; either proactively, by preventing them from happening, or reactively, by
investigations incident preventing them from happening again.
request review
Performing the
root cause
analysis
Performing the
analysis review
Closing the
problem
investigation

Managing BMC Service Level Management enables a service provider, such as an IT

service levels Introducing organization, a customer support group, or an external service provider, to formally
service targets document the needs of its customers or lines of business using service level
Working with agreements, and provide the correct level of service to meet those needs.
request-based
service targets
Working with
availability
service targets
Working with
CI Outage
service targets
Working with
performance-
monitoring
service targets
Working with
compliance-
only service
targets
Working with
agreements
Working with
contracts
Using reports
Managing BMC Change Management includes change requests and approval, risk analysis,
change Creating a planning, orchestration of tasks, verification, and recording changes to the production
requests change request environment.
Working with
change
relationships
Relating
change
requests
Working with
change request
assignments
Working with
change
approvals
Working with
costs in
Change
Management
Using the
Calendar
Working with
Configuration
Items
Working with
tasks

Managing The Release Management module helps you plan, build, test, and deploy controlled
release Creating a releases into your IT environment. A release is a collection of related authorized
requests release request changes to an IT service that are tested and introduced into the live environment
Working with together.
release
relationships
Working with
release
manifests
Working with
release request
assignments
Working with
release request
approvals
Managing
release
management
approvals
Working with
release costs
Working with
release request
approvals
Managing BMC Asset Management enables you to track and manage enterprise configuration
assets Working with items (CIs), the items they represent, and their changing relationships, throughout the
CIs entire CI lifecycle.
Creating and
managing
purchase
requisitions
Managing
contracts
Managing
software
licenses
Working with
costing and
charge-backs
Managing
asset inventory
Using the
configuration
catalog
Working with
reports
Managing BMC Service Request Management provides an online service catalog from which
service Using the employees can view and request services that are available to them.
requests Request Entry
console

Using the
Business
Manager
Console
Using the
Service
Request
Coordinator
Console
Fulfilling
service
requests
Communicating
with users by
using
broadcasts
Analyzing
services by
running reports
Use cases
The topics in this section provide broad examples to help you understand various aspects of the
BMC Remedy ITSM suite.
Topics include:
Calbro Services company example (see page 188)

BMC Remedy Smart Reporting use cases (see page 189)
Calbro Services company example

In the BMC Remedy IT Service Management (BMC Remedy ITSM) documentation set, a fictional
company named Calbro Services helps explain how BMC Remedy ITSM principles and procedures
are used in practice.
Although Calbro Services is a fictional company, it is based on research of actual BMC customers.
Learning how Calbro Services manages common IT Service Management scenarios should prove
useful as you use the BMC Remedy ITSM applications in your own environment.
Calbro Services, a large, global company, is headquartered in New York City and publicly traded
on the New York Stock Exchange. The company has 27,000 employees in 240 offices located in
20 countries. The following table describes key business services in Calbro Services:
Key business services

Service Description
Online banking 500 ATMs in major cities
WWW presence Corporate site and online brokerage services
Discount equity brokerage Online and storefront services
Sales force automation Automated sales activities such as leads, orders, reports,
and so on
Customer support Support centers in the United States, Europe, and Asia
Mass marketing World-wide marketing campaigns aimed at making

Calbro Services a household name
BMC Remedy Smart Reporting use cases

The following use cases related to the new features provided for BMC Remedy Smart Reporting
are available:
Using the enhanced JDBC functions provided in BMC Remedy Smart reporting when
creating a report
Auditing reports
Creating a sample KPI report
Creating a Geo Pack to create a report
Download this excel sheet to see detailed procedure for each use case.
Best practices for BMC Remedy ITSM suite

This topic provides a library of topics that contain best practices, guidelines, and recommendations
for the BMC Remedy ITSM suite. You can access each topic from its link.
Change Management
Best Practices for Change Management Approvals (see page 1508)
Data Management
Best practice use case: Migrating foundation data from BMC Remedy ITSM to a new
Remedy environment (see page 1456)
Best practice use case: Using model data to quickly load Foundation data (see page 1445)

Developing
Administration change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
(see page 1889)
Business logic objects (see page 1839)
Forms change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM (see page
1888)
Guidelines for SQL statements within actions (see page 1531)
User interface objects (see page 1849)
Workflow change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM (see
page 1885)
Smart Reporting
System administration and configuration

Configuring Twitter notifications for companies (see page 681)
Designing tests
Disabling support staff notifications (see page 500)
Password guidelines (see page 454)
Recommendations for benchmarking the performance of BMC Remedy ITSM products (see
page 286)
Setting a time zone (see page 426)
Software recommendations for using text-to-speech readers (see page 310)
System requirements for Smart IT
Planning
The following topics provide information for planning to install BMC Remedy ITSM applications:
Security (see page 191)

User permissions (see page 199)
Deployment architecture (see page 253)
Planning to upgrade (see page 287)
Language information (see page 288)
Recommendation

Before you install the product, you should review and understand the entire installation
process. For information on installing the product, see installation information in the BMC
Remedy ITSM Deployment online documentation.
Note
To avoid installation problems, consider installing only one instance of the product on
your computer.
Security
For more information, see BMC Remedy Single Sign-On concepts from the BMC Remedy AR
System online documentation.
Related topics
Installing BMC Remedy Single Sign-On from the BMC Remedy ITSM Deployment online
documentation
Configuring BMC Remedy Single Sign-On from the BMC Remedy AR System online
documentation
Integrating BMC Remedy Single Sign-On with other BMC products from the BMC Remedy AR
System online documentation
Migrating from BMC Atrium Single Sign-On to BMC Remedy Single Sign-On from the BMC
Remedy AR System online documentation
BMC Remedy security certification

The following topics describe the security test products and procedures that BMC uses to reduce
security vulnerabilities:
WhiteHat Sentinel PE security penetration testing (see page 191)
WhiteHat Sentinel PE security penetration testing

BMC Remedy ITSM 9.1 and BMC Remedy AR System 9.1 use the WhiteHat Sentinel Premium
Edition (WhiteHat Sentinel PE) service, a dynamic application security tool (DAST), for security
penetration testing. By performing security penetration testing, BMC can identify whether
applications are vulnerable to web attacks and implement the required countermeasures to reduce
vulnerabilities.
As of December 13, 2015, BMC Remedy ITSM 9.1 and BMC Remedy AR System 9.1 do not have
any security penetration vulnerabilities.
This topic contains the following information:
WhiteHat security vulnerability tests (see page 192)

Whitehat PCI Compliance Testing (see page 193)
Whitehat reports (see page 193)
Test environment (see page 193)
Changes required for on-premise and BMC Remedy OnDemand environments (see page
194)
Configuring Apache Tomcat settings to disable directory listings (see page 194)
Creating an SSL profile on the reverse proxy to disable RC4 ciphers (see page 195)
Restricting attachments by using Attachment Security (see page 196)
Enforcing the default password policy in BMC Remedy AR System (see page 197)
F5 Load Balancer hotfix (see page 197)
BMC Remedy Mid Tier security settings (see page 197)
Enabling secure cookie in BMC Remedy SSO (see page 198)
Note
For BMC Remedy ITSM 9.1 and BMC Remedy AR System 9.1, BMC schedules
automated security scans with WhiteHat Security that are run on the SaaS-based
WhiteHat Sentinel platform. Automated scans are augmented by manual penetration
tests performed by WhiteHat security experts. After the tests are completed, BMC
receives vulnerability assessment reports. For more information about WhiteHat Sentinel,
see https://www.whitehatsec.com/sentinel_services/benefits.html.
For BMC Remedy ITSM 9.1 and BMC Remedy AR System 9.1, security penetration tests were
performed using a BMC Remedy OnDemand instance deployed in the following environment:
WhiteHat security vulnerability tests

As of December 13, 2015, WhiteHat Security has run 242 automated security scans of BMC
Remedy AR System 9.1 and BMC Remedy ITSM 9.1. Whitehat Security performs manual
testing by further exploring areas found during the automated testing.
WhiteHat Security employs the following types of tests during the security testing:

Authentication tests (brute force, insufficient authentication, weak password recovery, cross-
site request forgery, credential/session prediction, insufficient authorization, insufficient
session expiration, session fixation)
Client-side attack tests (content spoofing, cross-site scripting, HTTP response splitting)
Command execution tests (buffer overflow, format string attack, LDAP injection, OS
commanding, SQL injection, server-side include injection, XPath injection)
Information disclosure tests (directory indexing, information leakage, path traversal,
predictable resource location)
Logical attack tests (abuse of functionality, denial of service, insufficient anti-automation,
insufficient process validation)
For more information about WhiteHat Security, see the website security statement for WhiteHat
Security.
Whitehat PCI Compliance Testing

Whitehat also test for compliance with the Payment Card Industry Data Security Standard (PCI-
DSS Version 3.0), which includes requirements that web applications be built to secure coding
guidelines and that applications be subject to routine vulnerability checks. The following categories
of PCI tests are employed:
Injection flaws
Buffer overflow
Insecure Cryptographic Storage
Insecure Communications
Improper Error Handling
Cross Site Scripting
Improper Access Control
Cross Site Request Forgery
Broken Authentication and Session Management
Whitehat reports
For more information about the WhiteHat Sentinel PE tests that were used and the results, which
are zero technical and business logic vulnerabilities, see the following reports:
WhiteHat Security Audit Report

WhiteHat Security PCI Compliance Report
BMC and Whitehat Security are continually running tests as BMC augments the environment or
adds new security tests.
Test environment
Component Server specifications VM Operating system
used?
BMC Remedy Mid Tier 9.1 Yes CentOS release 6.5 (Final)

Component Server specifications VM Operating system

used?
2 CPUs (Intel® Xeon® CPU E7 4870 @

2.40 GHz)
8 GB RAM
25 GB drive for BMC Remedy applications
15 GB drive for paging
BMC Remedy AR System Yes Microsoft Windows Server 2008 R2

9.1 2 CPUs (Intel® Xeon® CPU E7 4870 @ (64-bit)
2.40 GHz)
BMC Remedy ITSM 9.1 8 GB RAM
39.9 GB drive for BMC Remedy
applications
BMC Remedy Single Sign- Yes CentOS release 6.5 (Final)

on 9.1 2 CPUs (Intel® Xeon® CPU E7- 4870 @
2.40GHz
8 GB RAM
BMC Remedy Smart Yes CentOS release 6.2 (Final)

Reporting 9.1 2 CPUs (Intel Xeon CPU E7 4870 @ 2.40
GHZ)
16 GB RAM
25 GB drive for BMC Remedy Applications
Changes required for on-premise and BMC Remedy OnDemand environments

The following changes are required for on-premise and BMC Remedy OnDemand environments to
achieve zero technical and business logic vulnerabilities in BMC Remedy 9.1 and BMC Remedy
AR System 9.1:
Configuring Apache Tomcat settings to disable directory listings (see page 194)
Creating an SSL profile on the reverse proxy to disable RC4 ciphers (see page 195)
Restricting attachments by using Attachment Security (see page 196)
Enforcing the default password policy in BMC Remedy AR System (see page 197)
F5 Load Balancer hotfix (see page 197)
BMC Remedy Mid Tier security settings (see page 197)
Enabling secure cookie in BMC Remedy SSO (see page 198)
Configuring Apache Tomcat settings to disable directory listings

To prevent a security vulnerability from directory listings, BMC used the following procedure to
disable directory listings on the Tomcat web server hosting BMC Remedy Mid Tier:
1. Stop the Tomcat server.

2. Use a text editor to edit the <CATALINA_HOME>\conf\web.xml file.
3.
3. Change the param-value for the listings parameter to false.

4. Save the change.
5. Restart the Tomcat server.
When you disable the directory listings, you will also disable online help. To enable online help:
1. Install a separate Tomcat instance on a different port on the BMC Remedy Mid
Tier computer.
2. Install online help in the Tomcat container in the Root folder of the Tomcat instance.
3. Log on to BMC Remedy Mid Tier as an administrator and open the SHARE:
Application_Properties Form.
4. Search for Property Name = Help File Path.
5. Update the Property Value for all search result entries to point to the new online Help URL
with the correct port number.
If you are using a reverse proxy (load balancer), further changes may be required
to allow access to the new online help URL.
Creating an SSL profile on the reverse proxy to disable RC4 ciphers

RC4 ciphers are vulnerable to web attacks. The following procedure is an example of how BMC
modified the default cipher support of the reverse proxy (load balancer) to disable Secure Sockets
Layer (SSL) version 3 and RC4 ciphers:
The following procedure is specific to how BMC Remedy OnDemand uses SSL. An on-
premise installation requires changes to the Apache Tomcat configuration to disable the
RC4 ciphers.
1. Log on to the Configuration utility for the reverse proxy (load balancer).
2. Click Local Traffic.
3. Click Profiles.
4. From the SSL menu, select Client.
5. Click Create.
6. Type a name for the SSL profile.
7. From the Parent Profile menu, select clientssl.
8. From the Configuration menu, select Advanced.
9. Click the Custom box for Ciphers.
10. In the Ciphers box, enter the following string:
DEFAULT:!SSLV3:!RC4
11. Click Finished.
12. Associate the SSL profile with the virtual server.

Restricting attachments by using Attachment Security

BMC used the Attachment Security feature. This feature helps to prevent users from uploading
malicious attachments and viewing them in the BMC Remedy Mid Tier. BMC defined the following
attachment extensions as the only attachment extensions allowed for attachment uploads:
.txt
.png
.jpg
To restrict attachments, BMC used the following procedure to make the changes to the Attachment
Security tab of the AR System Administration: Server Information form:
1. Select the following options:

Allow attachments with following extensions option in the Attachment criteria field
Allow display of attachments with the following extensions option in the Display criteria
field
2. Define the list of attachment extensions (.txt, .png, .jpg) in the Comma separated list of limit
extensions and Comma separated list of display extensions fields.
3. Click Apply.
For additional information about how to restrict attachments, see Setting security restrictions on file
uploads.
The following image shows the changes made to the Attachment Security tab.
AR System Administration: Server Information form — Attachment Security tab

Enforcing the default password policy in BMC Remedy AR System

BMC Remedy AR System uses an MD5 hash of passwords stored in the database, ensuring that
passwords cannot be retrieved. To enable and configure a password policy, refer to the topic
Enforcing a password policy introduction. For the BMC WhiteHat security testing, the default
password policy was enabled.
F5 Load Balancer hotfix

In certain F5 Load Balancers, an active attacker may be able to recover plain text, such as
authentication cookies, from a TLS1.x connection. The solution is to upgrade the F5 Local Traffic
Manager (LTM) to the version 11.6 hotfix. Refer to the F5 support document https://support.f5.com
/kb/en-us/solutions/public/15000/800/sol15882.html for additional information.
BMC Remedy Mid Tier security settings

The following table lists the BMC Remedy Mid Tier settings used for Whitehat security testing:
Parameter Setting
Use Post for Backchannel Added following parameter in midtier/WEB-INF/classes/config.properties

calls
arsystem.xmlhttp.get=false
Plugin XSS Security Check Added following parameter in midtier/WEB-INF/classes/config.properties:
arsystem.plugin_securitycheck=true
Turn on SecureCookieFilter Uncommented following from midtier/WEB-INF/web.xml:
<filter>
<filter-name>SecureCookieFilter</filter-name>
<filterclass>com.remedy.arsys.stubs.SecureCookieFilter</fliter-
class>
</filter>
<filter-mapping>
<filter-name>SecureCookieFilter</filter-name>
<url-pattern>/*</url-pattern>
</filter-mapping>
Turn on XSSFilter Uncommented following from midtier/WEB-INF/web.xml:
<filter>
<filter-name>XSSFILTER</filter-name>
<filter-class>com.remedy.arsys.stubs.XSSFilter</filter-class>
</filter>
<filter-mapping>
<url-pattern>/plugins/*</url-pattern>
</filter-mapping>
<filter-mapping>

Parameter Setting
<url-pattern>/pluginsignal/*</url-pattern>
</filter-mapping>
Turn on CLICKJACKFILTER Uncommented following from midtier/WEB-INF/web.xml:
<filter>
<filter-name>CLICKJACKFILTER</filter-name>
<filter-class>com.remedy.arsys.support.ClickJackFilter</filter-
class>
<init-param>
<param-name>mode</param-name>
<param-value>SAMEORIGIN</param-value>
</init-param>
</filter>
<filter-mapping>
<filter-name>CLICKJACKFILTER</filter-name>
</filter-mapping>
Enabling secure cookie in BMC Remedy SSO

To enable the secure cookie in BMC Remedy SSO, perform the following:
1. Navigate to BMC Remedy SSO admin console > General > Advanced.
2. Select Enable Secured Cookie and click Save.
For more information, see Configuring server settings for BMC Remedy SSO.

User permissions
User permissions let you control how people access and interact with the BMC Remedy ITSM
suite. You assign user permissions from the People (see page 430) form as described in the topics
listed under the Related topics heading below.
There are different aspects to the user permissions, which together make up the permission model:
Permission groups (see page 199), which control access to basic application, module, and
sub-component functions.
Support groups (see page 251), which control access to data.
Functional roles (see page 251), which provide extended access to application, module, and
sub-component functions.
Click the related links for more information about each aspect of the permission model.
Related topics
To see how you assign user permissions from the People form, see the following topics:
People information (see page 430)
Adding people information (see page 358)
Adding people records from a template (see page 359)
Adding people without using templates (see page 436)
For information about how licenses relate to permissions, see the following topics:
Activating application licenses
License types for users to access BMC Remedy AR System server
Video
Watch the video, Wrap up the Permission Model within the ITSM Suite for an overview of how
permissions work in the BMC Remedy ITSM suite.
Permission groups and application access

In BMC Remedy ITSM Suite, the permission groups control what areas of the application a user
can access. Each permission group can access only certain areas of the application. A user can
belong to more than one permission group.

Typically, you assign permissions groups to the users in your IT organization based on their roles
and responsibilities. The combinations suggested in the following topics are defined by ITIL as
typical and are used by the BMC Service Management Process Model.
The topics in this section recommend how to map permission groups to people, based on their
role.
Key permission groups

When you assign permissions to someone, it is important to use only the minimum number of
permissions that allow that person to perform their job.
Recommendation
Use only one permission group for any given role.
The following table illustrates the most commonly used permission groups needed by users to
perform their duties. For a detailed description of all of the permission groups that are available for
a particular application, click the link in the Application column.
Key user permission groups for each application
Application Key permission groups
BMC Asset Management (see page 211)

Asset Admin or Asset User
Contract Admin or Viewer
Purchasing User
Receiving User
BMC Change Management (see page 216) Infrastructure Change Master, User or Viewer
Release Management (see page 217) Release Master, User or Viewer
BMC Service Desk: Incident Management (see page 222) Incident Master, User, or Viewer
BMC Service Desk: Problem Management (see page 220) Problem Master, User or Viewer
BMC Service Request Management (see page 225)

Business Manager
Service Request User
Work Order Master
BMC Knowledge Management (see page 229) Knowledge Admin, User or Viewer
Task Management (see page 236) Task User (This is only required in certain permission
combinations.
The remaining permissions control access to the application configuration functions and are
typically assigned either to an Application Administrator or an Application Process Owner. These
permissions are described in the following table:

Administration and process owner permissions
Application Application Administrator/Process Owner permissions
BMC Asset Management (see page 211)

Asset Config
Contract Config
BMC Change Management (see page 216) Change Config
Release Management (see page 217) Release Config
BMC Service Desk: Incident Management (see page 222) Incident Config
BMC Service Desk: Problem Management (see page 220) Problem Config

Business Analyst
Entitlement Administrator
Request Catalog Manager
SRM Administrator
Work Order Config
Requester console (see page 209)

Requester Console Config
Requester Console Master
Summary Definition Config
BMC Knowledge Management (see page 229) Knowledge Config
Activity (see page 219) Activity Config
Financial (see page 234) Cost Manager
Foundation (see page 203)

Approval Admin
ASE-Administrator
Command Event Master
Config Categorization Admin
Config Categorization User
Config Group Mapping Admin
Contact Location Admin
Contact Organization Admin
Contact Support Admin
Contact People Admin
Contact People HR Admin
Contact People User
DSL Master
Licensing
Notification Admin
Security
Return on Investment (see page 236) ROI Admin
Task Management (see page 236)

Task Administrator
Task Application Config
Task Process Config

Permission groups hierarchy

Permissions groups are used to grant users access to applications, modules, and sub-components
in the BMC Remedy ITSM Suite.
There is a hierarchical relationship among the BMC Remedy ITSM suite of application permissions
groups. The following table lists the permissions groups from greatest to least access.
Permissions Access level Example

group
Admin The Admin and the Master permissions groups are at the top of the hierarchy. They grant users the Incident
or highest level of access within a given application component. This permissions group typically Master
Master includes the ability to create and modify all records within the component. Admin or Master
permissions group access supersedes the User permissions group.
User Grants users the standard level of access within a given application component. This permissions Asset
group typically includes the ability to create and modify records. There are, however, some limitations User
imposed when modifying records. User permissions group access supersedes the Submitter
permissions group.
Submitter Grants users permission to create records but not to modify them. This permission does not require Change
an application license. Submitter permissions groups access supersedes the Viewer permissions Submitter
group.
Viewer Grants users read access within a given application component. This permission does not require an Problem
application license. Viewer
Note
Config is also a permission group, but it falls outside of the hierarchy described above.
Config permissions grant access to configure an application. An example of Config
permissions is Incident Config.
Each higher-level permissions group grants all of the access rights of the permissions groups
below it in the hierarchy. For example, if you assign someone to the Change Master permissions
group, you do not need to assign them to the Change User permissions group. As a member of the
Master permissions group, they automatically have User permissions, and so on.
If you do assign a user to more than one permissions group for the same application component,
you create a variance in the recommended permission combinations.
Notes
When you assign a user to more than one permission group for the same application, the
user is granted the permissions associated with the permission group with the greater
access. For example, if a user is added to the Master permission group and the Viewer
permission group, the user has Master permissions.

In some cases, the functions from one permissions group are automatically granted to
another permissions group. For example, if you grant someone Incident User
permissions, you do not have to grant them Task User permissions. Incident User
permissions automatically inherit the functions of the Task User permissions.
Related topics
Adding a support staff person (see page 440)
Functional roles - extended access (see page 251)
AR System permission groups

The BMC Remedy AR System Administrator permission is used in BMC Remedy ITSM Suite
applications. This permission grants administrator access to BMC Remedy ITSM Suite applications
through BMC Remedy Developer Studio. Administrator responsibilities include installing and
maintaining BMC Remedy ITSM Suite applications and making changes within BMC Remedy
ITSM.
This permission is generally reserved for developers who need access to BMC Remedy AR
System and system administrators who need access to BMC Remedy ITSM system forms.
Note
This permission does not grant user access to forms. Additional application and module
permissions are required for form access.
Foundation module permission groups

The Foundation module is installed along with BMC Remedy ITSM suite applications. BMC
Remedy ITSM suite applications use the Foundation module to manage common data structures
used by all applications. These data structures include Company, Organization, Location, Support
Groups, People, Categorization and Product Catalog information. Foundation is also used to
configure the AR Approval, Assignment, and the Notification engine.
Recommendation
Among the permission listed in the table, below, are four key permissions that give
configuration access to the main data structures of the BMC Remedy ITSM suite
applications. These permissions are needed when starting the configuration process and
include:
Config Categorization Admin (used to configure the main categorization data

structures)
Config Group Mapping Admin (used to configure assignment routing mappings)

Contact Location Admin (used to configure the Company and Location data
strictures)
Contact Organization Admin (used to configure the Company, Organization and
People data structures)
Note
None of the permissions listed in this table need an application user license.
A description of the permissions needed for the following Foundation sub-components is also
provided:
Asset Inventory permissions (see page 208)

Requester console permissions (see page 209)
Description of the Foundation module permission groups
Permissions Description
Approval Users with Approval Admin permissions can access the BMC Approval Server administration console. The
Admin Approval Server comes with the BMC Action Request System platform and is installed independently of the
BMC Remedy ITSM suite applications.
Recommendation: You must also be a registered as an active Process Administrator with Full Admin authority
or an AR System Administrator to access the BMC Approval Server administration console. Typically, these
permissions are needed only if you are extending or customizing the out-of-the-box approval server
configurations. These permissions are not needed to manage the BMC Remedy ITSM suite applications
Approval Mappings.
ASE- Users with ASE-Administrator permission have configuration access to the BMC Assignment Engine. The BMC
Administrator Assignment Engine comes with the BMC Action Request System platform and is installed independently of the
Recommendation: Typically, these permissions are only needed if you are extending or customizing the out-of-
the-box assignment engine configuration options. These permissions are not needed to manage the BMC
Remedy ITSM suite applications Assignment Mappings.
Command Users with Command Event Master permission can perform the following functions:
Event Master
Register applications that use CAI - an advanced feature.
Define commands, command parameters and command parameter mappings for the CAI - an advanced
feature.
Recommendation: The Infrastructure Change Config and the SRM Administrator permissions also grant
access to the same two functions in the preceding list. Users with these permissions do not need the
Command Event Master permission. Typically, these permissions are needed only if you are extending or
customizing the CAI plug-in.
Users with Config Categorization Admin permission can perform the following functions:

Config Configure catalog mappings.

Categorization Configure generic catalog structures (for example, the Resolution Category and Root Cause categories).
Admin Configure operational categories.
Configure product categories.
Access the Product Catalog console.
Recommendation: This is a key permissions group for Application Administrators who are implementing
and administering BMC Remedy ITSM suite applications.
Config This permission grants the same level of access as the Config Categorization Admin permission.
Categorization
User
Config Group Users with Config Group Mapping Admin permission can configure Assignment Mappings.
Mapping
Admin Recommendation: This is a key permissions group for Application Administrators who are implementing and
administering BMC Remedy ITSM suite applications.
Contact Users with Contact Location Admin permission can perform the following functions:
Location
Admin Create and modify company data.
Configure country currencies.
Create and update country, state or province and city data.
Create and update site data.
Access the product catalog console.
Recommendation: This is a key permissions group for Application Administrators who are implementing
and administering BMC Remedy ITSM suite applications.
Contact Users with Contact Organization Admin permission can perform the following functions that span the following
Organization three components:
Admin Foundation component
Organization data:
Create company data.

Modify support group data.
People data:
Create and modify all people records (full access to people data including both support and non-support
staff excluding access to HR specific attributes).
Access the people management console to perform bulk updates.
Perform support company access configuration.
Configure people templates.
Access the product catalog console.
Change Management component (when Change component is installed)

Configure Approval Mappings.
Release Management component (when Release component is installed)

Configure Approval Mappings.
This is a key permissions group for Application Administrators who are implementing and administering
Note: Users with Contact Organization Admin permissions do not need Contact Support Admin, Contact
People Admin and Contact People User permissions.

Contact Users with Contact Support Admin permission can perform the following functions that span the following three
Support components:
Admin
Foundation component
Create and modify all people records (full access to people data including both support and non-support
staff excluding access to HR specific attributes).
Configure people templates.
Change Management component (when Change component is installed)

Configure approval mappings.
Release Management component (when Release component is installed)

Configure approval mappings.
Recommendation: People with Contact Support Admin permissions do not need the Contact People
Admin and Contact People User permissions.
Contact Users with Contact People Admin permission can perform the following functions:
People Admin
Create and modify all non-support people records (these permissions do not allow a user to create
support staff people records, nor does it give access to HR specific attributes).
Recommendation: People with Contact People Admin permissions do not need Contact People User
permissions.
Contact Users with Contact People HR Admin permissions can access the following information from the Attributes tab
People HR on the People form:
Admin
HR attendance management
HR time management
Benefit information
Travel profile
Recommendation: Give these permissions with one of the following permissions to give access to the HR
specific attributes mentioned in the preceding list:
Contact People User
Contact Users with Contact People User permission can create and modify all non-support People records. These
People User permissions, however, do not allow a user to create Support Staff people records, nor do they give access to
HR specific attributes. People records can be created only in the "Proposed" state and access to change Profile
Status is not permitted with these permissions.
The Contact People User permissions are superseded by the Contact Organization Admin, Contact Support
Admin and Contact People Admin permissions.
DMT Admin
Note
DMT = Data Management Tool (see page 1196)

DMT Admins can create, view, modify, cancel, or delete all jobs, steps, and templates for the companies that
they have been given access to (including jobs that have been created by other users). If required, they can
create company-specific templates.
If DMT Admins are given unrestricted access they can update all jobs for all companies in the system.
DMT Admins can select custom templates and modify any custom template if they are a member of the
associated company.
DMT Admins can copy out-of-the-box dataload spreadsheets to create their own spreadsheets. They can view,
modify, or delete all dataload spreadsheets that they have been given company access to.
DMT User DMT Users can create jobs, steps, and templates for the companies that they have access to. They are able to
view all jobs that belong to their companies but they can only modify, cancel, or delete the jobs, steps, and
templates that they have created. If required, they can create company-specific templates.
DMT Users can select custom templates if they are a member of the associated company.
DMT Users can copy out-of-the-box dataload spreadsheets to create their own spreadsheets. They can view all
dataload spreadsheets for their companies but can only modify or delete spreadsheets that are created by
them.
DSL Master Users with DSL Master permissions can perform the following functions from the Product Catalog console:
Create products and suites.

Create patch files.
Create SLIs.
Recommendation: The following three foundation permissions groups grant the same access to the
Product console so Users with any of these permissions do need DSL Master permissions:
Contact Location Admin.
Contact Organization Admin Config Categorization Admin.
DSL Viewer Users with DSL Viewer permissions have access to the following functions from the Product Catalog console:
View products and suites.

View patch files.
View SLIs.
These permissions should be given to users who need to view Product information using the Product
Catalog console.
Licensing Users with Licensing permissions can grant AR Fixed or Floating licenses to a person from within the People
form.
Give these permissions with one of the following permissions to give grant access for the Action Request
System licenses as mentioned above:

Contact People User
Notification Users with Notification Admin permissions can perform the following functions:
Admin
Configure country code option for paging services.

Configure prefix numbers that appear on numeric pager messages to identify which application sent the
page.
Configure pager service parameters.
Give the Notification Admin permission to an Application Administrator who configures the paging
parameters used in the Notification Engine.There are additional configuration forms used by the
Notification Engine that can be configured, however you need AR Administrative permissions to access
these forms.
Security Users with Security permissions can reset other user's passwords from the Password Rest form.
Grant the security permission to the Application Administrator who resets passwords. This permission can also
be given to user's performing the role of a Service Desk Agent.
Asset Inventory permissions

The Asset Inventory sub-component is installed with most BMC Remedy ITSM applications and
lets you access CI information within the CMDB. It provides two key features:
IT CI Lifecycle management, which allows users to manage CIs through their lifecycle (that
is, from requisition, to deployment, to retirement).
Inventory Management, which allows users to manage CIs and bulk items in inventory.
When you are assigning permissions to users, the permissions related to this component are found
under the Asset Management heading.
Notes
The information about the four Asset Inventory component permissions also applies to
the BMC Asset Management application. This means that when BMC Asset Management
is installed, users with these permissions also inherit access to the features described in
the Asset Management section below.
None of the permissions listed in the following table need an application user license.
Description of the Asset Inventory permissions
Asset Users with Asset Admin permission can perform following functions:
Admin
Create and modify all CI data.
Create CI relationships (to other CIs and well as People, Organizations and Support Groups).
Manage CI's in Inventory
Recommendation: Limit the use of these permissions to individuals with a Configuration Administrator role.
Asset Admin supersedes the Asset User and Asset Viewer permissions group. Users with Asset Admin
permissions do not need Asset User or Asset Viewer permissions.

Asset User Users with Asset User permissions can:
Modify CI data
Create CI relationships with other records such as incidents requests, people records, organizations and
support groups (they cannot, however, create relationships with other CIs)
Read all CI data
Note: The permission allows users to modify only the data of CIs for which they have been granted update
access. Update access is granted by relating a CI to one or more of the user`s Support Groups.
Recommendation: Limit the use of these permissions to individuals who are directly supporting specific CIs
and who must update CI attributes and relationships. Users with Asset User permissions do not need Asset
Viewer permissions.
Asset Users with Asset Viewer permission can view all CI data.
Viewer The Asset Viewer permission is automatically granted when any of the following permissions are granted:
Incident Master
Problem User
Problem Master
Infrastructure Change User
Infrastructure Change Master
Infrastructure Change Config
Release Config
Release Master
Release User
Task Manager
Task User
Purchasing User
Contract Admin
Contract User
Contract Viewer
Recommendation: Grant these permissions to all Support personnel. Having access to CI information is
vital for most IT Infrastructure Library (ITIL) processes.
Asset Users with Asset Config permissions can configure the follow areas within the Asset Inventory component:
Config
Asset Management settings
Bulk CI Reorder Level and Lead Time Specifications
They can also perform CI deletion functions.
Note: Grant these permissions only to individuals who must configure the Asset Inventory component
functions. Typically, these people fill the role of an Application Administrator.
Requester console permissions

The Requester Console (see page 766) serves as the front end for the BMC Service Desk: Incident
Management and BMC Change Management applications. It enables users to quickly submit
change requests or incidents.

Notes
None of the permissions listed in this table need an application user license.
If BMC Service Request Management is installed, then the Requester console

permissions are replaced by the BMC Service Request Management application
permissions (see page 225). When this happens, the Requester console permissions are
not available to select.
Description of the Requester console permissions
Requester Users with Requester Console Config permission can perform the following functions:
Console
Config Configure Application Settings specific to the Requester console functions.
Create and update Summary Definitions that are used within the Requester console.
Configure Survey questions.
Configure Request rules.
Recommendation: Grant these permissions to individuals requiring access to configure the previously
mentioned component functions. Typically, you grant these permissions to someone playing the role of an
Application Administrator.
Users with Requester Console Master permission can perform the following functions:
Requester
Console Configure Application Settings specific to the Requester console functions.
Master Create and update Summary Definitions that are used within the Requester console.
Configure Survey questions.
Configure Request rules.
View and limited update access to the Service Request form.
Recommendation: Grant these permissions to individuals requiring access to configure the previously
mentioned component functions. Typically, you grant these permissions to someone playing the role of an
Application Administrator.
Note: The Requester Console Master permissions supersede the Requester Console Config permission.
Therefore Users with these permissions do not need to be granted the Requester Console Config
permission.
Summary Users with Summary Definition Config permission can create and update Summary Definitions that are used
Definition within the Requester console
Config
Recommendation: Grant these permissions to individuals requiring access to configure the previously mentioned
component functions. Typically, you grant these permissions to someone playing the role of an Application
Administrator.
Note: The Requester Console Config and Requester Console Master permissions supersede the Summary
Definition Config permission. Therefore Users with either of these permission does not need to be granted the
Summary Definition Config permission.

Asset Management permissions

This section describes the permissions and authorizations required by BMC Asset Management
users.
Asset Management permissions (see page )

Contract Management permission model (see page )
Cost module permission model (see page )
Related link (see page )
Asset Management permissions

Permissions Description Application
user
license
type
Asset Users with Asset Admin permissions can perform all of the Asset Inventory functions as well as the Fixed or
Admin following Asset Management functions: Floating
Create, modify, and administer contracts.

Create and modify license certificates from the Service Activation Management console.
Create and modify CIs
Create and modify CI Unavailability records (also referred to as Outage records).
Manage configurations.
Manage schedules.
Manage costs.
Perform bulk update functions.
Configure costing and charge back periods from the Application Administration console.
Note
This permission does not grant access to purchasing or receiving functions.
Recommendation
Grant these permissions only to individuals playing a Configuration Administrator

role.
Users with Asset Admin permission have full access to contracts and SWLM
features, which means they do not need any other Contract permissions unless they
must create new Contract Types (this ability is given with Contract Admin
permissions) or configure certain aspects of SWLM (this ability is given with
Contract Config permissions).
A person with Asset Admin permissions does not need Asset User and Asser Viewer
permissions.
Asset User Users with Asset User permissions can perform all of the Asset Inventory functions as well as the Fixed or
following Asset Management functions: Floating


user
license
type
Create and modify contracts.

Create, modify, and delete the following within a CI record to which the user has access (but
they cannot perform these functions from the Asset Management console):
Contracts
Configurations
Costs
Outages
Returns
Schedules
Asset Admin permission is required to access inventory management and bulk update
features.
Note
This permission does not grant access to the following functions:

Inventory management
Bulk update
Purchasing
Receiving
Recommendation
Grant these permissions to individuals who are directly supporting specific

CIs and who must update CI attributes and relationships.
The Asset User permissions do not have equivalent permissions to the Contract User
permissions group. If a user requires the ability to either modify license certificates or
manage License jobs as part of SWLM, then they must also be given Contract User
permissions.
A person with Asser User permissions does not need Asset Viewer permissions.
Asset Users with Asset Viewer permissions have access to all of the Asset Inventory functions as well as None
Viewer the following Asset Management functions:
Read access to contracts.

Read access to the following areas within a CI record:
Contracts
Configurations
Outages
Schedules
Note
This permission does not grant access to:

Inventory management
Bulk update
Cost management


user
license
type
Purchasing
Receiving functions
Software Asset Management console
Recommendation
Grant these permissions to all Support personnel (that is, users who do not
already have the Asset Admin or Asset User permissions). Having access to
CI information is vital for most ITIL processes.
Note
Asset Viewer permissions are automatically granted when assigning any of

the following permissions:
Incident User
Incident Master
Problem User
Problem Master
Release Config
Release Master
Release User
Task Manager
Task User
Purchasing User
Contract Admin
Contract User
Contract Viewer
Asset Users with Asset Config permission have access to all of the Asset Inventory functions as well as Fixed or
Config the following Asset Management functions: Floating
Configuring CI depreciation criteria

Configuring CI notifications
Configuring CI Unavailability status
Configuring License Types
Configure Inbox preferences for SWLM
Configuring License Engine for SWLM
Configuring Asset Management rules
Configuring CI Unavailability priority
Setting up server info for AR System License Type for Software License Management
(SWLM).
Recommendation


user
license
type
Grant these permissions only to individuals who administer the Asset Inventory and
Asset Management system (that is, to someone who acts as an Application
Administrator).
Users with Asset Config permission do not need Contract Config permissions.
Purchasing Users with Purchasing User permissions can access the following functions within the BMC Asset Fixed or
User Management application: Floating
Create and modify purchase requisitions that are assigned to the user's support group (this
includes line items).
Create and modify purchase orders.
This permission grants access to only the purchasing functions (excludes receiving) and does
not provide any access to areas where an 'Asset' or 'Contract' type permission are required.
Recommendation
Limit the use of these permissions to individuals who perform the following roles in
the Asset Management Purchasing feature:
Configuration Administrator — These individuals might must submit purchase
requests issued through the Change Management process
Purchasing Agent
Receiving Users with Receiving User permissions can access the Receiving console to receive CIs from the None
User Purchasing system.
Recommendation
These permissions grant access only to the receiving functions. Therefore, grant them only
to people who use the Asset Management Purchasing feature, for example, Purchasing
Agents.
Contract Users with Contract Admin permissions can perform the following functions: Fixed or
Admin Floating
Create and modify all contracts from the Contract console.
Create and modify license certificates from the SAM console.
Configure new Contract Types from the Application Administration console.
Manage license jobs from the SAM console.
Recommendation
Grant these permissions to people who need full access to the Contract
Management features, but who don't need the full Asset Management access given
by the Asset Admin permissions group.
Note


user
license
type
A user with the Asset Admin permission can do everything that a user with Contract
Admin permission with the exception of creating new Contract Types.
Contract Users with Contract User permissions can perform the following functions: Fixed or
User Floating
Modify public contracts from the Contract console.
Modify internal contracts from the Contract console (if the user belongs to the Support Group
that manages the contract).
Create and modify license certificates for contracts they have access to from the SAM
console.
Manage license jobs from SAM console.
Recommendation
Grant these permissions to individuals who need controlled access to create and
modify contracts, but who do not require access to modify CI information. If a user is
also needs to modify CI information, you should also give them Asset User
permissions.
Contract Users with Contract Viewer permission can view all contracts from the Contract console. None
Viewer
This permission does not grant access to the SAM console.
Recommendation
Grant these permissions to individuals who require view access to contracts.
Note
The Asset Viewer permission grants the same type of access to contracts and CI
information as the Contract Viewer permission.
Users with Asset Viewer permissions do not also need Contract Viewer permissions.
Contract Users with Contract Config permission can perform the following functions: Fixed or
Config Floating
Configure License Types.
Configure Inbox preferences for SWLM.
Configure the License Engine for SWLM.
Configure Asset Management rules.
Set up server information for the AR System License Type for SWLM.
Note
This permission does not grant access to the SAM console.


user
license
type
Recommendation
Grant these permissions to individuals who must only configure Software Licence
Management (SWLM) features.
Note
If a user has Asset Config permission they do not need Contract Config
permissions. This is because, the Asset Config permissions group can configure the
same SWLM features that the Contract Config permissions can configure.
Typically, an Application Administrator requires this set of permissions.
Contract Management permission model

Contract Management permission groups are defined as computed groups in the Group form. Each
Contract permission group is mapped to an Asset permission group to support the deployable
application functionality. To remove specific users from the computed group, remove the BMC
Asset Management groups for each Contract permission group to make each Contract permission
group stand alone.
Cost module permission model

The cost module uses the following permissions:
Cost Viewer — Can only view cost data

Cost User — Can add costs
Cost Manager — Can update and manage the charge back process
Related link
BMC Atrium Core permissions
Change Management permissions

The following permissions are available in BMC Change Management.
Change Management Dashboard User

Infrastructure Change Submit
Infrastructure Change Viewer

Note
To edit a change request the user must have write license on the BMC Remedy
Action Request server. To view existing change requests or submit a new change
request, you must have read license on the BMC Remedy Action Request server.
You do not need any specific permission to add a new work info or edit a work info
that is not locked. However, you must belong to one of the change permission
groups.
Only Infrastructure Change Master can modify the change request after the
change request is closed.
Except for the Infrastructure Change Config User, all other users can access the
Product Catalog console from the Applications menu.
A user with only Infrastructure Change User permission and Change Approver's
functional role can modify a change request without being a member of the
assigned group.
To understand the functional roles in BMC Change Management, see User roles in the change
request lifecycle.
Release Management permissions

The following permissions are available in Release Management.

use
license
type?
Release Users with Release Master permission can perform the following functions: Fixed or
Master Floating
Create release requests
Modify all release requests independently of any functional roles or support group affiliations.
Create and modify approval mappings
Create and modify Release templates (modification of templates is restricted to templates
where user is a member of the Authoring Group) Asset Viewer and Infrastructure Change
Viewer permissions are also granted automatically from the application UI whenever these
permissions are granted.
Use of the Master permissions groups should be limited to key personnel who either own a
process, or have full control over Release Management schedules.
Recommendation: Limit the use of these permissions to individuals playing a Release

Coordinator role that requires full access to all Release requests.
Release Users with Release User permissions can perform the following functions: Fixed or
User Floating
Create release request


use
license
type?
Modify, in a restricted way, release requests based on functional roles and support group
affiliations
A user must have the Release Coordinator Functional Role to be able to modify Release
request and they must be a member of the Release Coordinator Group.
Asset Viewer and Infrastructure Change Viewer permissions are also granted automatically
from the application UI when these permissions are granted.
Recommendation: Limit use of these permissions permission to individuals playing a Release

Coordinator role.
Release Users with Release Viewer permissions can query all release requests. They cannot submit or None
Viewer modify release requests.
Note: Infrastructure Change Viewer permissions are also granted automatically from the application
UI when these permissions are granted.
Recommendation: Grant these permissions to individuals who need only read access to view
release requests. Typically, these permissions are given to most BMC Remedy ITSM application
suite users (that is, users who do not already have the Master or User permission) for them to
access information regarding release planning activities.
Release Users with Release Config permissions can perform functions that span the following five Fixed or
Config components: Floating
Activity, configure:
- Activity rules
- Activity Templates
Change Management
- Configure Change Calendar
Foundation, for KPIs, configure:
- Flashboard parameters.
- KPI titles (and can register titles, this is an advanced option).
Release, configure:
- Milestone phases and exit criteria
- Release Prioritization values
- Release rules
- Approval mappings
- Release Templates
Task Management System, configure:
- Configure applications that integrate with Task Management System
- Configure phase management functionality for those applications that integrate with Task
Management System
- Configure Task Status and Status Reason values for application return codes
Recommendation: Grant these permissions to individuals requiring access to configure the

functions in the preceding list. People with this set of permissions typically are Application
Administrators.
Related topic
Information about Activity permissions is also available.

Activity permissions
The Activity subcomponent is installed with all BMC Remedy ITSM applications. However, it
currently is used only by Release Management. The Activity subcomponent is used to manage a
release and to track its progress from initiation to completion.
Activity permissions

user
license
type
Activity Users with Activity User permission can create and modify all activities None
User
Recommendation: Grant these permissions to individuals working with the Release Management
application who were not granted the Release Master or Release User permissions.
Note: Users with either the Release Master or Release User permissions do need the Activity User
or Viewer permission. These permissions grant full access to Activities.
Activity Users with Activity Viewer permission can view all activities None
Viewer
Recommendation: Grant these permissions to individuals working with the Release Management
application who have not been granted the Release Viewer permissions.
Note: Users with Release Viewer permissions do not need the Activity Viewer permission. These
permissions grant view access to Activities.
Activity Users with Activity Config permissions can perform the following functions that span the following None
Config two components:
Activity component
Configure activity rules
Configure activity Templates
Task Management System component
Assignment settings
- Configure Task Assignment mappings
Integration settings
- Configure applications that integrate with Task Management System
- Configure phase management functionality for those applications that integrate with
Task Management System
- Configure Task Status and Status Reason values for application return codes.
Task Configuration settings
- Configure Task Group Templates
- Configure Task Templates
- Configure Variable Templates
Recommendation: Grant these permissions to individuals requiring configuration

access to the component functions in the preceding list. Typically, you grant these
permissions to someone playing the role of an Application Administrator.
Note: The Release Config permission grants full configuration access to the Activity
configuration settings, with some exception regarding the Task Management settings.
If a user does not need full access to the Task Management settings, do not grant
them Activity Config permission if they already have Release Config permissions.

Problem Management permissions

The following permissions are used in the Problem Management application:

user
license
type
Problem Users with Problem Master permission can perform the following functions: Fixed or
Master Floating
Create problem investigation, known error and solution database records.
Modify all problem investigation, known error and solution database records independently of
any functional roles or support group affiliations.
Configure:
Cost Category information
Cost Center information
Cost Rate templates
Financial rules
Chargeback periods
Access the Product Catalog console
Chargeback is a function of the costing sub-system and is given automatically with the
other costing features.
Use of the Master permissions group should be limited to key personnel who either
own a process or require full control of all Problem Management records.
Recommendation: Limit the use of these permissions to individuals who play the role
of Problem Coordinator and who require full access to all Problem Investigation,
Known Error and Solution Database records.
Users with these permissions must also belong to a Support Group to open the
Problem forms.
Problem Users with Problem User permission can perform the following functions: Fixed or
User Floating
Create:
Problem investigations
Known error records
Solution database records
Modify (based on functional roles and support group affiliations):
Known error records
A user with these permissions and no Problem Management Functional Roles can
modify only Problem Investigations and Known Errors where they belong to the
Assigned Group.
A user with these permissions and Problem Coordinator Functional Role can modify
only Problem Investigations and Known Errors where they belong to the Problem
Coordinator Group)
Modify (based on support group affiliations):
Access:


user
license
type
Product Catalog console
Recommendation: Grant these permissions to individuals performing the role of a

Problem Coordinator within the Problem Management process.
You should also grant these permissions to users that play any of the following roles:
Group Coordinator or a Specialist within the Incident and Problem Management
processes
Change Coordinator
Release Coordinator
Availability Manager
Capacity Manager
These permissions give those users the ability to create and modify Problems
and Known Errors.
Problem forms.
Problem Users with Problem Submitter permissions can create and query all: None
Submitter
Known errors
They cannot modify problem investigations, known errors, and solution database records.
Recommendation: Grant these permissions to individuals who must submit and view Problem
Investigations, Known Errors and Solution Database records. Typically, you give these
permissions to any of the roles mentioned in the preceding list of Problem User permissions
(User-type permissions are required when the user needs modification access).
Users with these permissions must also belong to a Support Group to open the Problem
forms.
Problem Users with Problem Viewer permissions can: None

Viewer
query Problem investigations
query Known errors
query Solution database records
add Work Info records
update Work Info records
Users with Problem Viewer permissions cannot:

submit problem investigations
modify problem investigations
submit known error records
modify known error records
submit solution database records
modify solution database records
Recommendation: Grant these permissions to individuals who need only read access to view
Problem Investigations, Known Error and Solution Database records. Typically, these


user
license
type
permissions are given to most BMC Remedy ITSM applications users (that is, users who do
not already have the 'Master', 'User,' or 'Submitter' permission) so they can access
information in the Problem Management records.
Users with these permissions must also belong to a support group to open the Problem
forms.
Problem Users with Problem Config permissions can perform functions that span the following components: Fixed or
Config Floating
Problem Management, configure:
Problem Impact values
Problem Urgency values
Problem Priority weight ranges
Problem Prioritization
Problem rules (general field enforcement and assignment rules)
Foundation, for KPIs, configure:
Flashboard parameters
KPI titles (can also register KPI titles, this is an advanced option)
Incident Management:
Configure decision trees
(This configuration option is available to a Problem applications administrator, because
you can create decision trees to relate Incidents directly to Known Error and Solution
Database records.)
Recommendation: Grant these permissions to individuals who configure the

component functions in the preceding list. You typically give these permissions to
someone fulfilling the role of an Application Administrator.
Related topic
Incident Management permissions

The following permissions are used in the Incident Management application:

user
license
type
Incident Users with Incident Master permissions can perform the following functions: Fixed or
Master Floating
Create incidents
Modify all incidents to which the Incident Master has access.
View Incident templates
Note: To create and modify templates, you need the Support Group Admin Functional role.
With this role, the modification of templates is restricted to those for which the user is a
member of the Authoring Group.
Configure:
Cost Category


user
license
type

Cost Rate templates
Financial rules
Chargeback periods
Note: Chargeback is a function of the costing sub-system and is given automatically

with the other costing features, for example, access to the Product Catalog console.
Use of the Master permissions groups should be limited to key personnel who either
own a process or require full control of all Incidents.
Recommendation: Limit the use of these permissions to individuals playing a Service

Desk Analyst role who require full access to all Incidents.
Users with these permissions must also belong to a Support Group before they can
open the Incident form.
Incident Users with Incident User permission can perform the following functions: Fixed or
User Floating
Create incidents
Modify incidents based on functional roles and support group affiliations (that is you must be
a member or either the Assigned or Owner Group to have modify access to the Incidents with
this permission)
View Incident templates
Note: You must grant the Support Group Admin functional role to create and modify
templates. With this role, template modification is restricted to templates for which the user is
a member of the authoring group.
Recommendation:Limit the use of these permissions to individuals playing one of the

following Service Desk roles:
Group Coordinator
On-Duty Manager
Operations Manager
Operator and Specialist
Problem Coordinator,
Change and Release Coordinator
Service Level Manager
Service Owner
Incident form.
Incident Users with Incident Submitter permission can create and query all incidents. They cannot modify None
Submitter incidents.
Recommendation: Grant these permissions to individuals who need to submit and view incidents.
Typically, these permissions are given to any who fulfills one of the roles mentioned under the
Incident User permissions. User-type permissions are required if the person needs modification
access.
Users with these permissions must also belong to a Support Group to open the Incident form.


user
license
type
Incident Users with Incident Viewer permission can: None

Viewer
query all incident requests
add Work Info records
update Work Info records
Users with Incident Viewer permissions cannot:

submit incident requests
modify incident requests
Recommendation: Grant these permissions to individuals who need only read access to
incidents. Typically, these permissions are given to most BMC Remedy ITSM applications
users (that is, users who do not already have the 'Master', 'User' or 'Submitter' permission) for
them to access incident information.
Incident Users with Incident Config permission can perform functions that span the following components: Fixed or
Config Floating
Incident Management component, configure:
Management application settings
Incident Impact values
Incident Urgency values
Incident Priority weight ranges
Incident Prioritization
Incident rules (general field enforcement and assignment rules)
Work Info Inbound and Outbound communications counters
Decision Trees
Scripts
Incident Templates (can create and modify all templates regardless of Authoring group
affiliation)
Foundation component, for KPIs, configure:
Flashboard parameters
KPI titles (and register, this is an advanced option)
Requestor component:
Create and update Summary Definitions
Recommendation: Grant these permissions to individuals who configure the

component functions in the preceding list. Typically, people who fulfill this role are
Application Administrators.
Related topic

Service Request Management permissions

The Request component is installed when the BMC Service Request Management application is
installed. BMC Service Request Management is the entry point from which IT customers can
interact with the IT organization. Users select IT or other business services from a Service Catalog,
which the Business Service Manager sets up. Service requests can be fulfilled using the processes
supported by BMC Change Management or BMC Service Desk: Incident Management. In addition,
BMC Service Request Management supports all generic work-order processes.
Note
If you install BMC Service Request Management in an environment that ran an earlier
version of a BMC Remedy ITSM suite application (BMC Asset Management, BMC
Service Desk, or BMC Change Management), the Request component is replaced with
BMC Service Request Management.
How users access the Request Entry console (see page )

BMC Service Request Management permissions (see page )
Related topics (see page )
How users access the Request Entry console

Any IT customer with a People record and a Read license can use the Request Entry console to
submit requests for themselves and on behalf of other users. No specific permissions listed in BMC
Service Request Management permissions (see page 225) are required.
The AR System server can be configured to allow guest users. In multi-tenancy mode, these guest
users must have a People record to access the Request Entry console.
In single-tenancy mode, guest users allowed by the AR System server can access the Request
Entry console without a People record, if the BMC Service Request Management application is
also configured to allow unknown users.
BMC Service Request Management permissions

The permissions listed in the following table are for administrating the BMC Service Request
Management application and managing requests and work orders.
BMC Service Request Management permissions
Permission Description Application

user
license
type
Business Users with Business Analyst permission can perform the following functions: None
Analyst


user
license
type
Create Service Requests Definitions (SRD) using the Service Request Designer
View and update SRDs created by this user (the user cannot view SRDs with a status of
Cancelled or Expired)
Recommendation: Grant these permissions to individuals performing the role of a Business

Analyst (that is, a liaison between the IT customers and IT support).
Business Users with Business Manager permission can manage the following service requests using the None
Manager Business Manager console:
View requests
Add additional information to a request
Cancel requests
Review the approval cycle of requests
Run reports
Recommendation: Grant these permissions to individuals performing the role of a Business

Manager responsible for managing user requests. Their activities and responsibilities include
monitoring the current number of open and late requests, approving requests, running request
reports, and examining request trends.
Entitlement Users with Entitlement Administrator permission can perform the following functions: None
Administrator
Configure Entitlement rules for SRDs
Configure Entitlement groups

previously mentioned component functions. Typically, you grant these permissions to someone
playing the role of an Application Administrator.
Request Users with Request Catalog Manager permission can perform the following functions: None
Catalog
Manager Create Service Requests Definitions (SRD) using the Service Request Designer
View and update SRDs using the Service Request Designer
Manage (create, update and delete) SRDs and Process Definition Templates (PDTs) using
the Service Catalog Manager console.
Note: Users with these permissions have access to the Service Requests Definition and Process
Definition forms accessible from the console. They can import and export SRDs and PDTs using
the Import Export console.
Recommendation: Grant these permissions to individuals performing the role of a Service Catalog
Manager responsible for defining SRDs and PDTs (the fulfillment process definitions within the
service catalog). Service Catalog Managers work closely with business relationship managers
(liaisons between the business and IT) to build and implement the requests from the business.
Service Users with Service Request User permission can perform the following functions: None
Request
User Manage service requests using the Service Request Coordinator console
Review suggestions and troubleshoot requests
Recommendation: Grant these permissions to individuals performing the role of a Service Request
Coordinator (or service request agent) responsible for planning and tracking the service request, as
well as monitoring the current number of open and late service requests.


user
license
type
Note: The Service Request User permission is not required to submit requests. See How users
access the Request Entry console (see page 225).
SRM Users with SRM Administrator permission can perform functions that span the following None
Administrator components:
SRM Configuration
Advanced settings, configure:
General Application settings

Advanced Interface data
Service Request preferences
Service Request definition settings
Service Request HTML
Surveys
Application Configuration, define:
Application fields,
Application Object Template,
Application Target data,
Questions Library
Approval settings, configure:
Approval Chains
Approval Mappings
Entitlement settings, configure:
Entitlement rules for SRDs

Entitlement groups on behalf of rules
Navigational Category settings:
configure Navigation categories
Request Entry Management settings, configure or manage:
Default console preferences

Service Request Definition images
Service Request images
Service Request Search Exclusion word list
SRD Level
Setup SRD levels
BMC SLM
configure the defaults for Service Target for SRDs.
Work Order, configure:
Work Order rules

Work Order templates


user
license
type
Foundation
Setup Approval Application Registration to allow parallel processes based on form name
Configure Approval Process phases
Register applications that will use CAI (advanced feature)
Define commands, command parameters and command parameter mappings for the CAI
(advanced feature)

Note: The SRM Administrator permissions supersede the Entitlement Administrator permission.
Therefore Users with these permissions do not need to be granted the Entitlement Administrator
permission.
Work Order Users with Work Order Config permission can perform functions that span the following two None
Config components:
SRM Configuration, Work Order settings, configure:
Work Order rules

Work Order templates
Task Management System, Assignment settings, configure:
Assignment mappings
Task Group templates
Task templates
Variable templates

Work Order Users with Work Order User permission can create, manage and fulfill Work Orders that are None
User assigned to their support group from the Work Order console .
Notes:
To receive a work order assignment:

Managers must have the functional role of Work Order Manager
Assignees must have the functional role of Work Order Assignee.
Asset Viewer permission is required, and is automatically granted with the Work Order User
permission, in a single-version stack environment. In a mixed-version stack environment, the
Asset Viewer permission is not automatically granted with Work Order User permission. In
this type of environment, you must explicitly grant the Asset Viewer permission along with
Work Order User permission.
Work Order Users with the Work Order Master permission can submit, modify, and search for all work orders None
Master within their company. They also have access to the Product Catalog console.
Recommendation: Limit the use of these permissions to individuals who manage and work with the
Work Order fulfillment process.


user
license
type
Work Order Users with Work Order Viewer permission can perform the following functions: None
Viewer
View and search for work orders
Submit work log entries
Work Order Users with Work Order Submitter permission can submit, modify, and search for work orders None
Submitter assigned to themselves.
Related topics
User permissions (see page 199) (BMC Remedy IT Service Management documentation)
Allowing unknown users to access the Request Entry console
Knowledge Management permissions

BMC Knowledge Management now provides two types of user permissions:
BMC Knowledge Management user permissions (see page 230) — Permissions to perform
knowledge management functions using the BMC Knowledge Management application.
KCS user permissions (see page 232) — Permissions introduced with Knowledge-Centered
Support (KCS) in BMC Knowledge Management. The KCS framework defines user maturity
roles as a 'Licensing Model'. These user maturity roles are mapped to four new permission
groups in BMC Knowledge Management. With these permissions, you can assign KCS-
defined license levels to knowledge users. The KCS users can perform KCS-defined
functions for knowledge management using BMC Remedy with Smart IT (Smart IT) and
BMC Remedy Smart Reporting.
These user permissions work in the following manner:
The introduction of KCS permissions does not change the existing functionality of BMC
Knowledge Management user permissions. With BMC Knowledge Management user
permissions, you can perform all knowledge management functions using the BMC
Knowledge Management application.
To perform KCS-defined knowledge management functions, you must use BMC Remedy
with Smart IT (Smart IT) version 1.3.01 or later. To generate and view KCS reports, you
must use BMC Remedy Smart Reporting 9.1.00 or later.
KCS user permissions and BMC Knowledge Management user permissions, except the
Knowledge Config permission, are mutually exclusive. At one time, you can assign either
BMC Knowledge Management user permissions or KCS user permissions to users. Only the
Knowledge Config permission can co-exist with any KCS permissions.

When you assign KCS user permissions to users, if the selected users do not have existing
BMC Knowledge Management user permissions, KCS user permissions are directly added.
However, if the users have existing BMC Knowledge Management user permissions, and
you add KCS user permissions, then the BMC Knowledge Management user permissions
are automatically removed before KCS permissions are added.
Similarly, when you assign BMC Knowledge Management user permissions, any KCS user
permissions that the users already have are automatically removed, before BMC Knowledge
Management permissions are added.
Users with BMC Knowledge Management user permissions cannot perform KCS-defined
functions through the Smart IT interface or view KCS reports in BMC Remedy Smart
Reporting. However, they can perform BMC Knowledge Management functions using the
Smart IT interface.
If you revert user permissions from KCS user permissions to BMC Knowledge Management
user permissions, users will be unable to perform any KCS functions. They can perform only
BMC Knowledge Management functions.
A user with KCS permissions accessing the BMC Knowledge Management application
functions as guest user.
You can assign permissions to users by using the following methods:
For one user at a time — By using the People form. See Configuring people
information (see page 429) in the BMC Remedy ITSM Suite online documentation
For multiple users in bulk — By using the People Management console (see page 459
). For more informaiton, see Updating the People records (see page 464) in the BMC
Remedy ITSM Suite online documentation.
Based on the knowledge management methods you use in your organization, you can choose to
give either BMC Knowledge Management user permissions or KCS user permissions to users.
Recommendation
When you assign permissions to users, add either BMC Knowledge Management user
permissions KCS user permissions, but not both.
This topic provides the details about following user permissions:
BMC Knowledge Management user permissions (see page )

KCS user permissions (see page )
Related topics (see page )
BMC Knowledge Management user permissions

The following user permissions are available in BMC Knowledge Management:


user
license
type
Knowledge Grants full access to the application. This permission is usually assigned to the most advanced users None
Admin and enables them (in addition to Knowledge User permissions) to generate reports, manage
knowledge sources, and migrate data from previous installations.
Users with Knowledge Admin permission can perform the following tasks:
Create new knowledge articles

Modify all of the articles that are visible to them
Change the the assignee
Change the article status
Publish and cancel articles
Recommendation: Grant this permission to individuals who perform the role of a Knowledge
Manager. Users in this role can create system news flashes and run reports.
Knowledge Grants write, assign, and promote access to new and existing articles without administrative tasks. None
User This permission is usually assigned to senior members of a support group and enables users to
participate in the knowledge article lifecycle.
Users with the Knowledge User permission can perform the following tasks:
Create and modify knowledge articles

Update all draft articles
Promote articles to any of the review statuses
Submit articles for Publish Approval and Retire Approval
Recommendation: Grant this permission to advanced technical users or subject-matter experts.

These users are typically involved in the content review and approval process.
Knowledge Grants write access to new knowledge articles only. This permission is usually assigned to junior None
Submitter knowledge users and trainees and enables them to create and promote articles to Draft status only.
Users with Knowledge Submitter permission can perform the following tasks:
Create new knowledge articles and modify their own knowledge articles that have the In
Progress status.
Create and promote articles to In Review status only
Create new knowledge articles and modify their own knowledge articles, even in Draft status
You can enable this permission for users who require access to create Knowledge articles from
incidents and other requests.
For more information about enabling these permissions, see Configuring application settings.
Recommendation: Grant this permission to standard technical users who require access to create
knowledge articles from incidents or other requests.
Knowledge Grants view access to knowledge articles in any status without write privileges. This permission is None
Viewer usually assigned to support staff who only search and view articles.
Users with Knowledge Viewer permission can perform the following tasks:
View published knowledge articles

Review Draft and In Review articles
Recommendation: Grant this permission to all users who need to view knowledge articles.


user
license
type
Knowledge Grants access to configuration settings. This permission enables users to configure BMC Knowledge None
Config Management settings. Typically, an assigned user is not a member of a support group and is not
intended to create, edit, or publish articles.
Users with the Knowledge Config permission can configure BMC Knowledge Management settings
Recommendation: Grant this permission to individuals who need to configure the component
functions mentioned in the list of BMC Knowledge Management permissions. Typically, you grant this
permission to someone with the role of an Application Administrator.
Note
For information about migrating user permissions from BMC Knowledge Management
version 7.2 and 7.5 to the version 8.0 format, see Migrating user permissions from the 7.2
and 7.5 releases.
KCS user permissions

The KCS user maturity roles define different functions for knowledge users based on their
experience level, training, competence, and so on, as defined by the KCS framework. These KCS
roles are hierarchical, and users gain more authority as they advance from one level to the next.
The level of KCS knowledge, application, and user performance defines the KCS role of a user.
Various performance evaluation techniques as defined by KCS, such as Article Quality Index (AQI)
assessment, participation rate, citation count, and so on, provide a means of measuring user
performance. A user who meets the KCS-defined standards advances to a higher KCS role,
whereas a user who does not meet the standards might move down in the hierarchy.BMC
Knowledge Management has the following permission groups, each each mapped to a KCS-
defined user maturity role:

user
license
type
KCS A knowledge user, primarily a support user, who creates or recognizes relevant knowledge articles None
Candidate and uses the articles to work with tickets.
A KCS Candidate performs the following tasks:
Creates new articles.

Reuses existing knowledge articles to resolve tickets.
A KCS Candidate user has the following permissions:


user
license
type
Create new articles and move them to In Progress or Draft status.

A KCS Contributor, a KCS Publisher, or a KCS Coach reviews or completes such articles.
Edit only their own articles in In Progress, Draft, or In Review status.
Change status of their own articles to Draft, In Review, or Publish Approval.
Review and link, flag, or unflag only their own articles in Draft, In Review, or In Progress
status.
Assign their own article to another KCS user or BMC Knowledge Management user.
After the assignment changes, a KCS Candidate can no longer edit the article.
A KCS Candidate cannot take ownership of articles created by other users.
Recommendation: Grant this permission to a knowledge user who has basic knowledge about the
KCS philosophy, and uses the knowledge base to work with incidents.
KCS A knowledge user, primarily a support user, who has a detailed understanding of the target audience, None
Contributor the content standard, the KCS article quality index, and KCS processes.
A KCS Contributor performs the following tasks:
Reviews, enhances, and completes articles created by other users to suit a wider audience
Flags articles that need improvement, and unflags articles after the improvement is complete.
Creates and validates articles, without review by a KCS Coach.
A KCS Contributor has the following permissions:
All permissions of a KCS Candidate.

Edit own articles as well as other users' articles that are unpublished or in the Published
status.
Change status of articles to Cancelled.
Approve internal publishing of an article.
A KCS Contributor can take ownership of articles created by other users, can be the article assignee,
and can change the assignments.
Recommendation: Grant this permission to advanced knowledge users who can create, modify, or
review KCS articles, and can publish the articles to a specific audience, usually the internal users.
KCS An advanced knowledge user who demonstrates good understanding of the implications of modifying None
Publisher published content, defines priority information, and understands the copyright and trademark laws as
defined by their organization.
A KCS Publisher consistently receives a high performance evaluation score and performs the
following tasks:
Publishes content to an external audience, such as users of BMC MyIT.

Modifies published articles.
A KCS Publisher has the following permissions:
All permissions of a KCS Candidate and KCS Contributor.

Publish KCS articles to BMC MyIT.
A KCS Publisher can take ownership of articles created by other users, can be the article assignee,
and can change the assignments.
Recommendation: Grant this permission to advanced knowledge users who have the authority to
publish articles to external users.


user
license
type
KCS An advanced knowledge user who plays a significant role in the KCS adoption process in an None
Coach organization.
A KCS Coach performs the following tasks:
Helps individuals develop their KCS skills, and guides and influences them to adopt good
knowledge management processes
Monitors and maintains the knowledge health of the organization
Helps improve the KCS maturity level of an organization
Reviews article quality and author performance by generating various reports
A KCS Coach has the following permissions:
All permissions of a KCS Candidate, a KCS Contributor, and a KCS Publisher.

Perform various KCS-defined functions to evaluate user performance and content health using
the KCS features in the Smart IT and BMC Remedy Smart Reporting user interfaces.
A KCS coach can take ownership of articles created by other users, can be the article assignee, and
can change the assignments.
Recommendation: Grant this permission to an advanced knowledge user who is a KCS practice
expert and can be a mentor to other KCS users for their development of KCS competencies.
Related topics
Permissions required to perform actions in BMC Knowledge Management
KCS permissions required to perform actions in BMC Remedy with Smart IT
Sub-component permission groups

Sub-components contain features or functionality that are shared among some, or all of the
applications. For example, the Task Management sub-component provides task management
functions for BMC Change Management and for BMC Service Desk.
This section contains information about permissions for the application sub-components.
Financial sub-component (see page 234)

Return on Investment sub-component (see page 236)
Task Management sub-component (see page 236)
Work info sub-component permissions (see page 239)
Financial sub-component
The Financial sub-component is installed with all BMC Remedy ITSM applications. You use the
Financial sub-component to track costs across the various applications.


user license
type
Cost Users with Cost Manager permissions can perform the following functions, configure: Fixed or
Manager Floating
Cost categories
Cost Rate templates
Financial rules
Chargeback periods
Recommendation: Grant these permissions to individuals performing the role of a Financial

Manager or IT Controller. Also grant them to Application Administrators.
The following permissions automatically inherit the Cost Manager permissions rights:
Asset Admin
Incident Master
Problem Master
Users with any of the permissions in the preceding list do not need the Cost Manager
permissions to access Cost functions.
Cost User This permission is used infrequently because users who have any of the "User" type permissions Fixed or
get automatic access to Cost User functions that let them create, modify, and delete all cost Floating
records.
Note: The following permissions automatically inherit the Cost User permissions rights:

Task Manager
Task User
Asset User
Activity User, Release Master
Release User
Incident User
Problem User
Users with any of the permissions in the preceding list do not need the Cost User
permissions to access the Cost functions within the various applications.
Give the Cost User permission to any who needs to access the create and update cost
functions but who does not have any of the previously mentioned permissions.
Cost Viewer This permission is used infrequently because users who have any of the "Viewer" permissions can None
view all cost records.
Note: The following permissions automatically inherit the Cost Viewer permissions rights:
Task Viewer
Asset Viewer
Release Viewer
Activity Viewer
Incident Viewer


user license
type
Problem Viewer
Users with any of the previously mentioned permissions do not need Cost Viewer
permissions to access view costing information within the various applications.
Give the Cost Viewer permission to any who needs to view Costs but who does not have
any of the previously mentioned permissions.
Return on Investment sub-component

The Return on Investment (ROI) sub-component is installed with all BMC Remedy ITSM suite
applications. Managers use the ROI sub-component to compare the baseline costs of various IT
service management operations before implementing the BMC Remedy ITSM suite with the actual
costs that were incurred after the implementation.

user
license
type
ROI Admin Users with ROI Admin permissions can perform the following functions: None
Configure ROI metric thresholds used by the ROI console

Access the ROI console
Recommendation: Grant these permissions to an individual who plays the role of an IT

Manager who needs to determine how much money their operational areas save by using
the BMC ITSM applications.
ROI Viewer Users with ROI Viewer permissions can access the ROI console. None
Recommendation: Grant these permissions to an individual who needs to know how much money
their operational areas save by using the BMC ITSM applications.
Task Management sub-component

The Task Management System is a sub-component that is installed with the BMC Incident
Management, BMC Problem Management, BMC Change Management, and BMC Service Request
Management applications. The Task component is used with the other applications (for example,
Incident, Change, and so on) to create a task that must be completed as a step in an overall
process.

user
license
type
None


user
license
type
Task Users with Task Administrator permissions can perform functions that span the following three
Administrator settings areas.
Assignment settings
- Configure Task Assignment mappings.
Integration settings
- Configure applications that integrate with Task Management System.
Management System.
Task Configuration settings
Recommendation: Grant these permissions to Application Administrators.

The following three permissions groups grant some level of administration privileges similar
to the Task Administrator permission:
- Infrastructure Change Config
- Release Config
- Work Order Config
Users with one of these three permissions might not need the Task Administrator permission.
The Activity Config permission grants the same level of administrative privileges. A user with
this permissions does not need the Task Administrator permission.
Task Users with Task Application Config permission can perform the following functions that span the None
Application following two components.
Config
- Register applications that use Command Automation Interface (CAI) (advanced feature)
- Define commands, command parameters, and command parameter mappings for the CAI
(advanced feature)
Task Management component (Integration settings):
- Configure applications that integrate with Task Management System.
Management System.
Recommendation: The Infrastructure Change Config, SRM Administrator, and the Command
Event Master permissions also grant access to the CAI functions mentioned above. Users
with those permissions do not need the Task Application Config permissions unless they
also need access to the Task Management functions.
The Release Config, Activity Config and the Task Administrator permissions also grant
access to the Task Management functions mentioned above. Users with these permissions
do not need the Task Application Config permission unless they also need access to the CAI.
Typically, you only need the Task Application Config permission if you are extending or
customizing the CAI plug-in, or if you are integration another applications to the Task
Management system.
None


user
license
type
Task Users with Task Manager permissions have access to updated records.
Manager Recommendation: The following permissions automatically inherit the Task Manager permissions:
Task Administrator
Infrastructure Change User Incident Master
Problem Master
Users with any of these permissions do not need Task Manager permissions to use tasks.
Task Users with Task Process Config permissions can perform these functions that span the following None
Process two components.
Config
- Register applications that will use CAI (advanced feature)
- Define commands, command parameters and command parameter mappings for the CAI
(advanced feature)
Task Management components
Assignment settings:
- Configure Task Assignment mappings
Task Configuration settings:
Recommendation: The Task Process Config permissions have similar access to the
Task Management System as the Task Administrator permissions. Grant the Task
Process Config permissions to Application Administrators.
Typically, the Task Process Config permission is granted to users that need some of
the functions given by Task Administrator permission.
Review the Task Administrator function list to note differences between the two
permission groups.
Task User Users with Task User permissions have access to updated records. None
Recommendation: The following permissions automatically inherit the Task User permission rights:
Task Administrator
Infrastructure Change Submit
Release Master, Release User
Activity User
Incident User
Problem User
Users with any of these permissions do not need the Task User permissions to access
Tasks. Give the Task User permission to anyone who needs access to the Task System to
update Tasks but who does not have any of the previously mentioned permissions.

Work info sub-component permissions

This topic describes the behavior of Work info permissions across all BMC Remedy ITSM
applications, when they are accessed from the main application user interface.
Anyone with access to a service request record can add work info to it. This ability means that
users who do not have permissions to update fields on the main record can still add notes (for
example, analysis, observations, or recommendations) using a work info record. Also, users with
application master user permissions (for example, Change Master) can update or correct any work
info record that is not locked. As with previous releases of BMC Remedy ITSM, after a work info
record is locked, nobody can edit it.
Users with application user permissions (for example, Incident User) can update their own work
info records while the service request is still open. After the service request is closed, application
users cannot edit the work info records associated with the request. This feature ensures that work
info records cannot be tampered with after a request is closed.
The ability to add or edit Work Info entries is controlled by a combination of user permissions and
the status of the related request, as described in the following tables.
The following topics are provided:
Adding Work Info entries (see page 240)

Editing Work Info entries (see page 240)
The information on this page applies to the following application forms and consoles:
BMC Change Management console

Infrastructure Change form
BMC Service Desk: Incident Management console
Help Desk form
BMC Service Desk: Problem Management console
Known Error form
Problem Investigation form
Solution Database form
Release Management console
Release form
Activity form (Activity does not use permission groups. It inherits its behavior from the
Release Management component)
Note
The described behavior is the same in the application console and the application form.

Adding Work Info entries

The following table shows that all users, regardless of request status, can add work info entries
providing they have permission to view the record.
User permission Request status: open or closed? Add Work Info function: enabled or disabled?
Any Either Enabled
Note
Although users with "viewer" permissions, for example: Incident Viewer, cannot create or
modify requests, they can add work info entries.
Editing Work Info entries

The following tables describe edit access to Work Info records based on a combination of Work
Info record status (locked, not locked), user permission, and service request status.
Work Info record status — locked
User permission Request status: open or closed? Edit Work Info function: enabled or disabled?
Any Either Disabled
Work Info record status — not locked, user has Master permission
Change Master Either Enabled
Incident Master
Problem Master
Release Master
Work Info record status — not locked, user has permission to modify the service request
Change User Open Enabled
Incident User Closed Disabled
Problem User
Release User
Work Info record status — not locked, user does not have permission to modify the service request

User Request status: open or closed? Edit Work Info function: enabled or
permission disabled?
Change User Open — The Work Info entry was created by the user currently viewing Enabled
the record.
Incident User
Open — The Work Info entry was not created by the user currently Disabled
Problem User
viewing the record.
Release User
Closed Disabled
Change
Viewer
Incident
Viewer
Problem
Viewer
Release
Viewer
Change
Submitter
Incident
Submitter
Problem
Submitter
How roles map to permission groups

The topics in this section describe how roles map to permission groups in the BMC Remedy ITSM
Suite applications.
Permissions are enabled for a user by mapping the physical permission groups that are provided
with the BMC Remedy ITSM applications to the roles that the permission groups need to belong to.
This enables applications outside of the BMC Remedy ITSM Suite to integrate with BMC Remedy
ITSM applications and modules.
Customers can also build their own sets of permissions groups to map into the applications and
modules.
Mapping Asset Management roles to permission groups (see page 242)

Mapping Change Management roles to permission groups (see page 242)
Mapping Release Management roles to permission groups (see page 243)
Mapping Incident Management roles to permission groups (see page 244)
Mapping Problem Management roles to permission groups (see page 245)
Mapping Service Level Management roles to permissions (see page 246)
Mapping Knowledge Management roles to permissions (see page 246)
Related topic
Roles and permission groups in BMC Service Request Management

Mapping Asset Management roles to permission groups

The following table maps Asset Management user roles to permission groups:
Role Permission groups
Configuration
Administrator Asset Admin
Contract Admin
Purchasing User (needed only if you use the Purchasing module)
Incident Viewer
Problem Viewer
Release Viewer
Knowledge Viewer
(Optional) Contact Organization Admin
Note: This permission is needed only when the user must create Support Groups that manage CIs.
Otherwise, grant them the functional role of 'Support Group Admin'.
(Optional) Contact Categorization Admin
Note: This permission is needed only if the user must create and update the Product Categorization data
structures for the CI data.
Purchasing
Agent Purchasing User (needed only if you use the Purchasing module)
Receiving User (needed only if you use the Purchasing module)
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Related topic
Service Asset Lifecycle user roles (see page 78)
Mapping Change Management roles to permission groups

The following table maps Change Management user roles to permission groups:
Change Approver
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer

Knowledge Viewer
Functional role required

You must assign the following functional role to the user in addition to the permissions:
Infrastructure Change Approver
Note: You can give this functional role to anyone who approves changes. It applies to all roles.
Change Coordinator
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer

Infrastructure Change Coordinator
Change Manager
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer

Infrastructure Change Manager
Customer
Representative Task User
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Related topic
Change Management user roles (see page 76)
Mapping Release Management roles to permission groups

The following table maps Release Management user roles to permission groups:

Release Coordinator
Release User
Incident User
Problem User
Contract Viewer
Asset Viewer
Knowledge Viewer

Release Coordinator
Mapping Incident Management roles to permission groups

The following table maps Incident Management user roles to permission groups:
Service Desk
Analyst Incident Master
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Specialist
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Group
Coordinator Incident User
Note: You can give a user Master permissions if full access to Incidents is required.
Problem User
Note: Give this individual Master permissions if they need full access to Problems, Known Errors or
Solutions.
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Operator
Incident User
Problem Viewer

Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Operations
Manager Incident User
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
On-Duty
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Related topic
Mapping Problem Management roles to permission groups

The following table maps Problem Management user roles to permission groups:
Problem
Coordinator Problem User
Note: Give this individual Master permissions if they need full access to Problems, Known Errors or
Solutions.
Incident Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Functional Role
Problem Coordinator
Related topic

Mapping Service Level Management roles to permissions

The following table maps BMC Service Level Management user roles to permission groups:
Application Administrator SLM Config
Service Level Manager SLM Manager
SLM Data Viewer SLM Console and Dashboards User
SLM Administrator SLM Unrestricted Manager
SLM Customer Dashboard Viewer SLM Customer
SLM Report User Reporting User and Reporting Administrator
Developer AR Administrator
Related topic
User roles
Mapping Knowledge Management roles to permissions

The following table maps BMC Knowledge Management user roles and KCS user roles to
permission groups:
BMC Knowledge Management user roles
Knowledge Manager Knowledge Admin
Knowledge Subject Matter Expert (SME) Knowledge User
Knowledge Application Administrator Knowledge Config
KCS user roles supported in BMC Knowledge Management
KCS Candidate KCS Candidate
KCS Contributor KCS Contributor
KCS Publisher KCS Publisher
KCS Coach KCS Coach
Note
BMC Knowledge Management user roles and KCS user roles are mutually exclusive. At
one time, a user can have either a BMC Knowledge Management user role or a KCS user
role.

Related topic
User roles
Typical permissions combination setups

Typically, you assign permissions combinations to the users in your IT organization based on their
roles and responsibilities. The combinations suggested in the following table are defined by ITIL as
typical and are used by the BMC Service Management Process Model (SMPM).
The following table is organized by application, role, and the permissions combination
recommended for the role.
Application Role Permissions combination
Asset Configuration
Management Administrator Asset Admin
Contract Admin
Purchasing User (needed only if you use the Purchasing module)
Incident Viewer
Problem Viewer
Release Viewer
Knowledge Viewer
Optional permissions
This permission is needed only when the user must create Support Groups that manage CIs.
Otherwise, grant them the functional role of Support Group Admin.
Contact Categorization Admin
This permission is needed only if the user must create and update the Product Categorization
data structures for the CI data.
Purchasing
Agent Purchasing User (needed only if you use the Purchasing module)
Receiving User (needed only if you use the Purchasing module)
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Change Change
Management Approver Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer

You must assign this functional role to the user in addition to the permissions.
Infrastructure Change Approver
Note: You can give this functional role to anyone who approves changes. It applies to all
roles.
Change
Coordinator Infrastructure Change User
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Infrastructure Change Coordinator
Change
Manager Infrastructure Change User
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Infrastructure Change Manager
Customer
Representative Task User
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Release Release
Management Coordinator Release User
Incident User
Problem User
Contract Viewer
Asset Viewer
Knowledge Viewer

Release Coordinator
Incident Service Desk

Management Analyst Incident Master
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Specialist
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Group
Coordinator Incident User
Note: You can give a user Master permissions if full access to Incidents is required.
Problem User
Note: Give this individual Master permissions if they need full access to Problems, Known
Errors or Solutions.

Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Operator
Incident User
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Operations
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer

On-Duty
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Problem Problem
Management Coordinator Problem User
Note: Give this individual Master permissions if they need full access to Problems, Known
Errors or Solutions.
Incident Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Functional Role
Problem Coordinator
Service Level Service Level

Management Administrator SLM Manager
Asset Admin
Task User
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Knowledge Viewer
Service Level
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Service Owner
Incident User
Problem Viewer
Infrastructure Change
Viewer
Release Viewer

Contract Viewer
Asset Viewer
Knowledge Viewer
When you assign permissions, it is important to use only the minimum number of permissions that
allow the person to perform their job. BMC strongly recommends that you have only one set of
permissions combinations for any given role. There are only a few key permissions that a general
application user needs to perform their duties. For more information about these key permissions,
see Permission groups and application access (see page 199).
Support groups and data access

Support groups play an important role in the BMC Remedy ITSM permission model by controlling
access to data. The definition of what records a user can modify is based on whether a record has
been assigned to one of the user's support groups.
Example
If a user is assigned the role of Service Desk Analyst and is a member of the Hardware
support group, that person can modify only incident requests that are assigned to the
Hardware support group. The user can view other incident requests but cannot modify them.
Related topics
Creating support groups (see page 357)
Adding support staff (see page 363)
Functional roles and extended application access

BMC Remedy IT Service Management applications are developed using the BMC Remedy AR
System deployable application model, which supports role-based access permissions.
Functional roles are used primarily to extend the access granted by permissions. Some of the
functional roles can be used for notifications.
Note
Only support staff members can be given functional roles.

The following table lists the functional roles defined in the BMC Remedy ITSM applications.
Functional roles
Functional Application Purpose

role
Availability BMC Asset Used for informational purposes and for BMC SLA escalation notifications.
Manager Management, BMC
Change Management,
BMC Service Desk
Broadcast BMC Asset Allows users to create and modify broadcast messages.
Submitter Management, BMC
Change Management,
BMC Service Desk
Incident Incident Management Used for informational purposes and for notifications from BMC SLM.
Manager feature of BMC Service Also grants access to the Incident Management Console.
Desk
Infrastructure BMC Change Identifies support people within support groups as approvers for infrastructure changes.
Change Management
Approver If a support group is defined to approve changes, this role must be granted to at least
one person in the group so that person can approve changes.
Infrastructure BMC Change Grants full access to infrastructure changes assigned to the coordinator's group.
Change Management
Coordinator
Infrastructure BMC Change Grants full access to infrastructure changes assigned to the manager's group.
Change Management Also grants access to the Manager view of the Change Management Console.
Manager
Problem Problem Management Grants control of all problem investigations, known errors, and proposed solution
Coordinator feature of BMC Service database entries assigned to their respective group.
Desk
Release BMC Change Identifies support people within support groups as approvers for release records. If a
Approver Management support group has been defined to approve releases, this role must be granted to at
least one individual within the group so that the individual can approve releases.
Release BMC Asset Grants access to release records that are assigned to the Release Management
Coordinator Management, BMC Support Group. Provides access to reassign releases.
Change Management,
BMC Service Desk
Support BMC Asset Allows users to add or remove support staff members from the support group for which
Group Admin Management, BMC they are the administrator. As a support group admin, you can also modify:
Change Management,
BMC Service Desk the Support Group entry for which you are the admin.
Incident and Change templates.
Note A Support Group Admin cannot modify On-Call Paging Times that were
created by another administrator with Support Group Admin permissions.
Support Incident Management Allows the Support Group Lead of the Incident Owner Group to modify incidents that
Group Lead feature of BMC Service are closed.
Desk

Functional Application Purpose

role
Support Incident Management Allows the Support Group Manager of the Incident Owner Group to modify incidents
Group feature of BMC Service that are closed. Can be applied to either the Assigned or Owner Group in the Incident
Manager Desk form.
Also grants access to the Incident Management Console.
For information about the functional roles for BMC Service Request Management, see Application
Functional roles .
Note
BMC Remedy ITSM uses the deployable application model provided by BMC Remedy
AR System, which supports role-based access permissions.
Related topics
Permission groups hierarchy (see page 202)
Creating People templates (see page 432)
Deployment architecture
Deployment architecture describes the relationships among BMC solutions, value paths, and
applications, and how the applications are deployed in a physical environment.
Before you design a BMC Remedy ITSM deployment, you must understand the business
requirements, use cases, and value paths of the system.
To understand these aspects and how to tune the deployment architecture of individual products in
a solution, read the following topics:
Component overview and integration diagrams (see page 254)

Sizing and deployment (see page 256)
High availability (see page 266)
Disaster recovery (see page 269)
BMC Remedy ITSM Process Designer deployment example (see page 271)
Secure deployment (see page 273)
Network information (see page 280)
Performance benchmarking and tuning (see page 286)
Note

A common deployment architecture is presented for BMC Remedy ITSM. The value
paths related to BMC Remedy ITSM key concepts have separate use cases, but they use
the same set or subset of products.
Component overview and integration diagrams

The product versions described in this deployment architecture are based on compatibility with the
Business Service Management (BSM) 8.6.1 Interoperability guidelines.
Overview diagrams (see page 254)

Integration diagram (see page 255)
Overview diagrams
The following table lists the BMC Remedy ITSM stack components and the provides a related
overview diagram.
Product Environment
BMC Atrium CMDB and BMC Remedy ITSM environment:
BMC Remedy Action Request System 9.0

BMC Asset Management 9.0
BMC Change Management 9.0
BMC Service Request Management 9.0
BMC Atrium CMDB 9.0
BMC Atrium Single Sign On 9.0
BMC Knowledge Management 9.0
BMC Atrium Orchestrator environment:
BMC Atrium Orchestrator Platform 7.6.02.04

BMC Atrium Orchestrator Content 20.12.03

Product Environment
BMC Analytics for BSM environment: BMC Analytics for Business Service
Management (BSM) 7.6.05 for BMC Remedy ITSM Suite 9.0
BMC Dashboards for BSM environment:
BMC Dashboards for Business Service Management (BSM) 7.7 for

BMC Remedy ITSM Suite 9.0
SAP BusinessObjects Business Intelligence Platform 4.0 SP02 P16
(for BMC Analytics for BSM)
Integration diagram
The following diagram illustrates the integration methods and data flow specific to BMC Remedy
ITSM 9.0.
Click here to download a Microsoft Visio file containing a copy of this diagram, which you can
customize to represent your own environment.
Note
The following BMC product name abbreviations are used in the diagram:
BAO = BMC Atrium Orchestrator

BBNA = BMC Network Automation
BBSA = BMC Server Automation
BPPM = BMC ProactiveNet Performance Management

ITBM = BMC IT Business Management
Integration methods and data flow for BMC Remedy ITSM 9.0
Sizing and deployment

The following topics provide information that you must consider before beginning the installation
process:
Sizing and deployment considerations (see page 257) provides in-depth information about
sizing considerations for each product.

Sizing baselines (see page 260) provides specific information about server, CPU, memory,
supported concurrent users, and more.
Important
You need to understand the business requirements as well as use cases.
Click here to download a copy of the BMC Service Support Planning worksheet. You can use this
estimating spreadsheet to calculate database storage and CPU memory amounts for BMC Service
Support products.
Note
The numbers produced by this spreadsheet are only estimates. Customizations and
different usage profiles cause variances from the baseline.
Related Topics
Hardware requirements in the BMC Remedy ITSM Deployment documentation
Sizing and deployment considerations

This topic contains information and terminology to help you determine hardware sizing and
deployment requirements for your organization's usage.
Use cases and value paths

Before sizing can be determined, you must understand the business and organizational
requirements and use cases for each solution. Number of users, transaction types and volume,
and customizations (for BMC Service Request Management and BMC Atrium Orchestrator) impact
sizing. BMC Remedy ITSM value paths and use case information is located in the Key concepts
(see page 104) topic.
Following are some examples of use cases and factors that can impact sizing:
Large amounts of CMDB data

Software license management
Heavy incident volume from event management
Knowledge management and Full Text Search (FTS)
Large numbers of BMC Service Request Management or BMC Atrium Orchestrator
customizations
Integrations
Note

The following information is for general purposes and is not specific to any particular
value path.
Sizing BMC Remedy ITSM environment

BMC recommends centralized deployment with Web/Mid-tier servers, AR system servers and
database server co-located in the same datacenter. There is very little value in hosting web/mid-tier
servers closer to the user location.
You can configure BMC Remedy ITSM in a load-balanced environment to direct user interactions
to the load-balanced BMC Remedy AR System mid tier and BMC Remedy AR System servers
while assigning dedicated non-user functions and responsibilities to specific instances of BMC
Remedy AR System server (see references to back end servers in Sizing baselines (see page 260)
. For example, escalations, integrations, reconciliation, and notifications can be separated from
"user" servers to ensure that these services do not impact user activity. This is a reliable way to
provide consistent high performance services as well as scale the installation safely.
Similar to dedicated BMC AR System servers for non-user related functions, additional dedicated
servers at the web tier should be considered if web services are implemented for BMC Atrium
CMDB or BMC Remedy ITSM.
In a BMC Remedy AR System server group, the host computers do not all require the same
processing power and memory. For example, the back-end servers can use servers with more or
less processing power and memory.
Virtualization
When sizing a system, make sure to consider the following:
The sizing is based on physical CPU cores rather than logical cores. This is regardless of
whether the tier is physical or virtual.
While features like hyper-threading increases the logical threads and can increase the
performance, sizing should be based on physical cores.
With hypervisor-based x86/x64 systems like VMware ESX Server, BMC recommends not to
over-subscribe especially for production environment. It is okay to over-subscribe in
Development and QA environment.
BMC Remedy mid-tiers and AR system servers can be virtualized.
Database tier can also be virtualized, especially for small and medium model customers.
BMC Remedy Mid Tier servers and web infrastructure

Consider the following:
BMC recommends centralized deployment over distributed deployment with AR mid-tiers

servers co-located with AR system servers.

The BMC Remedy AR mid tier servers can scale horizontally as well as vertically. Consider
scaling vertically first before scaling horizontally.
Use at least two BMC Remedy Mid Tier servers to provide high availability and failover
capability.
Consider enabling clustering for seamless failover. Make sure to limit the number of mid-tier
nodes to 3 or 4 to limit the overhead of session replication in clustering mode.
BMC Remedy AR System server

Consider the following:
The BMC Remedy AR system servers can scale horizontally as well as vertically. Consider
scaling vertically first before scaling horizontally.
BMC recommends adding back-end AR system server to support batch activities like
approval, assignment, FTS, email etc. For heavy Atrium CMDB load deploy an additional
backend server as processes like normalization and reconciliation engine are CPU
intensive.
Make sure to balance the batch workload across back-end AR servers using ranking and
failover form. Ensure enough capacity for failover scenario. Avoid failing-over batch
workload to user-facing AR servers for non-critical workload.
Make sure to size AR system properly if you are using Smart IT applications. Smart IT relies
heavily on FTS, a CPU intensive operation.
Ensure AR system servers are properly configured based on the recommendations provided
in the performance tuning guide.
Estimating the number of concurrent users

The number of concurrent users depends on the total end-user population and on the way the
system is used. For example, with the BMC Service Request Management application, if only a few
services are deployed, the number of concurrent users is low; if a large number of services are
deployed, the system experiences a higher load. The number of concurrent users is best
established by looking at the load on the existing system that is being replaced or upgraded.
In the absence of this data, BMC suggests the following guidelines for creating an initial estimate
on the number of concurrent users. Note that these are estimates rather than accurate numbers.
Type of user Number of concurrent users
Service Desk 100 percent of total population
Change Management 10 percent of total population
Self Service 1 – 2 percent of total population
Administrators 100 percent of total population
BMC Smart Reporting users 10 – 20 percent of total population

For example, if you have an IT staff of 900 employees, all of whom use the Change Management
system, you can assume that about 90 of them are concurrent at any time. Similarly, if you have
100,000 employees who are using BMC Service Request Management, the concurrent count can
vary from 1,000 (which is 1 percent) to 2,000 (which is 2 percent). This high variance must be
evaluated based on your plans to roll out services. If you intend to host many services on BMC
Service Request Management, use the high count. If you plan to limit the number of services, use
a smaller count.
Databases
Database tier can also be virtualized, especially for small and medium model customers. BMC
recommends validating virtualized environment by conducting a representative load test.
BMC does not recommend placing a firewall between the AR System servers and the databases. If
firewall is a critical requirement, make sure to configure it in a way to minimize the impact on
performance and scalability.
BMC Smart Reporting

Key points to consider while deploying Smart Reporting:
Reporting server scales horizontally as well as vertically.

BMC recommends turning session replication off as there is a significant overhead. The
overhead is higher with increased workload or when more nodes are added to the Smart
Reporting cluster. Please review benchmark reports for details on the overhead caused by
session replication.
You can add nodes to support high availability.
Database sizing
BMC Smart Reporting can use the BMC Remedy AR System database, but this might affect the
performance of the database server. BMC recommends that you use a separate reporting instance
of the BMC Remedy AR System database to support the reporting requirements.
Benchmark Reports:
Benchmark Report for 9.0 release

Benchmark Report for 9.0 SP1
Benchmark Report for 9.1
Sizing baselines
This topic describes the deployment architecture for the IT Service Management (ITSM) initiative.
The combined architecture for the IT Service Management value paths is presented with the
default security configuration, showing the flow of information between individual products.
Because BMC Atrium CMDB is hosted in the BMC Remedy Action Request System server (BMC
Remedy AR System server), it is represented in the BMC Remedy AR System environment. The
architecture does not include high availability, but guidelines for building a high-availability
environment are provided in High availability (see page 266).

Several core technologies must be considered when sizing an IT Service Management

environment. Sizing of each product in the value path is based on the individual load on each
product's sample use case, and several combined use cases and value paths were tested for the
Performance benchmarking and tuning .
Environment baseline guidelines

For sizing guidelines information depending on concurrent users and managed devices, see
Hardware requirements in the BMC Remedy ITSM Deployment documentation. The numbers in
are based on performance lab benchmark tests and examples observed from consulting services
and customer experience.
Use the following definitions to help understand this task:
Concurrent users is used to estimate the number of simultaneous connections to the mid tier
or BMC Remedy AR System servers. If your organization is using a significant number of
web-based clients (utilizing the mid tier) and the thick-based BMC Remedy client tool, you
should calculate the totals for each and use the total number as the estimate for concurrent
users.
The term managed device has historically referred to devices that have an IP address and
can therefore be remotely connected to over an Ethernet network. However, this might not
always be the case. It might be beneficial to track other items as well. BMC Atrium CMDB
enables you to track items that do not have an IP address, such as telecommunication
network links (T-1s, DS3s, and so on) or desk telephones that can be tracked another way,
such as through MAC addresses or serial numbers.
Environment sizing
Environment BMC Remedy BMC Remedy Smart Reporting (concurrent Maximum number of managed
ITSM users) devices*
(concurrent
users)
Proof of concept 50 5 1,000

(POC)
Small 800 50 2,000
Medium 2,000 100 10,000
Large 5,000 250 30,000
*Managed devices refers to devices that have an IP address and can be remotely connected over
an Ethernet network.
Hardware specifications
Click here to download a VSDX file (Microsoft Visio 2013) that contains a source copy of this
diagram that you can customize to your environment. The following architecture diagram displays
specifications for a medium-sized environment.

Note
Use the following size estimates as guidelines. Conduct benchmarks in your environment
to get accurate sizing based on your workload mix, data volumes, and date composition.
Component POC Small Medium Large
BMC Remedy AR System Mid Tier servers None: Services Two servers: Two servers: Five servers:
combined with AR
System server 2 CPU core 4 CPU core 4 CPU core
8 GB RAM 12 GB RAM 16 GB RAM
120 GB disk 120 GB disk 120 GB disk
space space space
BMC Remedy AR System Web Services None: Services One server: One server: Two servers:
combined with AR
System server 2 CPU core 4 CPU core 4 CPU core


space space space
BMC Remedy Single Sign-on None: Services One Server: Two Four
combined with AR Servers: Servers:
System server 2 CPU core
8 GB RAM 2 CPU core 2 CPU core
200 GB disk 8 GB RAM 8 GB RAM
space 200 GB disk 200 GB disk
space space
BMC Remedy Smart Reporting One server: One server: Two server: Two servers:
2 CPU core 4 CPU core 4 CPU core 8 CPU core

12 GB RAM 12 GB RAM 16 GB RAM 32 GB RAM
60 GB disk space 200 GB disk 200 GB disk 200GB disk
space space space
BMC Remedy AR System server (user-facing) One server: Two servers: Three Four servers:
BMC Atrium CMDB servers:
BMC Remedy ITSM 4 CPU core 2 CPU core 8 CPU core
BMC Service Level Management 12 GB RAM 12 GB RAM 4 CPU core 32 GB RAM
BMC Service Request Management 120 GB disk space 120 GB disk 16 GB RAM 120 GB disk
BMC Knowledge Management space 120 GB disk space
space
User-loaded servers
BMC Remedy AR System server (back end) One server: Two servers: Two servers: Two servers:
BMC Atrium CMDB
BMC Remedy ITSM 4 CPU core 4 CPU core 4 CPU core 8 CPU core
BMC Service Level Management 12 GB RAM 12 GB RAM 16 GB RAM 32 GB RAM
BMC Service Request Management 120 GB disk space 120 GB disk 120 GB disk 120 GB disk
BMC Knowledge Management space space space
Non-user-loaded servers for back-end BMC Remedy AR

System processes, integrations, reconciliations, and
notifications
BMC with Smart IT and BMC MyIT None: Services One server: Two Three
combined with AR servers: servers:
System server 4 CPU core
12 GB RAM 4 CPU core 8 CPU core
200 GB disk 16 GB RAM 16 GB RAM
space 200 GB disk 200 GB disk
space space
Other deployment sizing considerations
BMC Virtual Chat is deployed on the same Tomcat server on which the BMC Remedy Mid
Tier is installed.
BMC Remedy Single Sign-On can be deployed on the same Tomcat server on which the
BMC Remedy Mid Tier is installed. Ensure that the system has adequate resources to
support both the applications.

A typical MongoDB server requires a three-node deployment: one primary and two
secondary. Another option is to deploy MongoDB using two servers: one primary and one
secondary, with an arbiter on one of the Smart IT-MyIT servers.
For Smart IT deployment, add CPU capacity to your AR System servers because Smart IT
relies heavily on full-text search (FTS), a CPU intensive process. Refer to Smart IT-My IT
benchmark reports for sizing guidelines at Smart IT 1.3 performance and Smart IT 1.4
performance .
Hardware considerations for data
The Atrium Web Registry database is not transactional in nature and therefore much smaller
in size. For small, medium, and large deployments, this database can be installed on the
same Microsoft SQL Server instance.
The sizing in the preceding table is based on benchmark tests for specific use cases only.
Transaction log sizing is mainly driven by the following factors. BMC recommends sizing the
transaction log files based on these factors:
Database recovery model
Database backup strategy and frequency
Database tier sizing requirements
The following disk sizes indicates the disk space that is occupied by data and indices. Always
include additional space for additional data, OS, and any other additional software installed.
Use the following size estimates as guidelines. Conduct benchmarks in your environment to get
accurate sizing based on your workload mix, data volumes, and date composition. Download a
copy of the planning spreadsheet.
Master BMC Remedy AR System 1 server: One cluster: One cluster: One cluster:
Database
4 CPU Core 8 CPU Core 16 CPU Core 32 CPU Core
8 GB RAM 16 GB RAM 32 GB RAM 64 GB RAM
100 GB disk 200 GB disk 200 GB disk 200 GB disk
Replicated BMC Remedy AR System None: Services combined with AR One server: One server: One server:
Database for Reporting System database
8 CPU Core 16 CPU Core 32 CPU Core
Mongo DB (social database for Smart IT -- Two Two servers: Three servers:
and MyIT) servers:
4 CPU core 4 CPU core
2 CPU core 12 GB RAM + 16 GB RAM +
12 GB RAM 120 GB SSD 120 GB SSD

Java heap size requirements

The following Java heap size requirements are only guidelines. Adjust your Java heap size based
on your load conditions. The heap size is set in the ar server.config file (Windows) or arserverd.conf
file (Linux or Solaris) located in the ARSystem directory.
jvm.maximum.heap.size Concurrent users Memory size
Medium 8589934592 800–2,000 16 GB
Large 21474836480 2,000–5,000 32 GB
Set jvm.minimum.heap.size to the same value as jvm.maximum.heap.size.
Additional garbage collection (GC) parameters
jvm.option.[xx]=-XX:+UseConcMarkSweepGC
jvm.option.[xx]=-XX:+UseParNewGC
jvm.option.[xx]=-XX:+UseCompressedOops
jvm.option.[xx]=-XX:NewRatio=2
jvm.option.[xx]= -XX:+HeapDumpOnOutOfMemoryError
jvm.option.[xx]= -XX:HeapDumpPath=<Path>
jvm.option.[xx]= -XX:ErrorFile=<Path>\hs_error_%p.log
For information about adding these parameters, see KA000113248 .
Benchmarking
The BMC Performance Lab conducted a set of online and batch workloads to benchmark the
performance and scalability of the BMC IT Service Management Suite and to characterize the
system behavior under various workload conditions. The supporting environment and IT
infrastructure used for these workloads were constructed to reflect the typical deployment
architecture. For more information, see Benchmark summary.
Related topics
Compatibility matrix
Software dependencies for BMC Remedy AR system
Benchmarking results for BMC Remedy Single Sign-on

High availability
High availability (HA) and resiliency for BMC Remedy IT Service Management is achieved on a per-
product basis. Each product is configured differently for HA. For most server types, a duplicate
server is specified in the deployment architecture for redundancy. For database HA, BMC
recommends that the vendor's technology or a third-party be used (for example, Oracle Real
Application Clustering or Microsoft Peer to Peer Replication).
Environment or component Is HA High availability options

recommended?
BMC Analytics for BSM (see page 268) No Not applicable
BMC Atrium CMDB and BMC Remedy ITSM (mid tier) (see page 266) Yes Load balanced, redundant web
servers
BMC Atrium CMDB and BMC Remedy ITSM (AR System server) (see Yes Server groups
page 266)
BMC Atrium Orchestrator Platform (see page 267) Yes Load balanced redundant CDP
and grid
BMC Dashboards for BSM (see page 269) No Not applicable
BMC IT Business Management (see page 267) Yes Operating system clustering
The product-specific HA configuration information in this section is included as a reference from the
Deployment Architecture per Product section. This information is for general purposes and is not
specific to Data Center Automation.
BMC Atrium CMDB and BMC Remedy ITSM environment HA

To build a highly available system, each tier in the BMC Remedy AR System server needs to be
built with redundancy. The obvious tiers to the system are the mid tier, the BMC Remedy AR
System server, and the database. But depending on the criticality of the installation, other devices
such as load balancers and firewalls should also be considered for redundancy. A failure at any of
these levels can cause the service to become unavailable.
BMC Remedy Mid Tier

The BMC Remedy Mid Tier is the web component and is hosted in a web container (for example,
Apache Tomcat). For HA in this tier, multiple mid tiers can be run simultaneously, with a load
balancer distributing the load among the different instances. If one of the mid tier instances fails,
the load balancer detects the failure and directs traffic to the other instances.

BMC Remedy AR System server

The BMC Remedy AR System server can also run behind a load balancer, with multiple instances
working to process incoming API calls. The BMC Remedy AR System server provides a built-in
mechanism called server groups that allow multiple BMC Remedy AR System servers to share
responsibilities among themselves, thereby providing additional deployment options. With such a
setup, the load is distributed by the load balancer, and the servers collaborate to manage the
execution of batch operations (like escalations) and administrator responsibilities.
For more information about server group configuration, see Configuring server groups.
For more information about load balancers and load balancing configuration, see Configuring a
hardware load balancer with BMC Remedy AR System.
Database layer
For a highly available deployment, ensure that the database is redundant. The redundancy at this
layer is based on the options provided by the database vendor. Typically this is done with grid or
clustering technologies, or replication.
BMC Atrium CMDB

BMC Atrium CMDB runs as a hosted application inside the BMC Remedy AR System server, and
so inherits the same level of HA with which the BMC Remedy AR System server has been
configured.
BMC IT Business Management HA

HA configurations have not been tested for BMC IT Business Management. However, because the
product runs on J2EE servers and is fully compliant with J2EE specifications, the HA and disaster
recovery capabilities of JBoss, IBM WebSphere, and Oracle WebLogic application servers also
apply to BMC IT Business Management.
BMC Atrium Orchestrator HA

BMC Atrium Orchestrator is a load-balancing cluster architecture that can be thought of as an active
/active high availability cluster, where all available servers or peers process requests. The term
used to describe the BMC Atrium Orchestrator load-balancing cluster architecture is grid, which is
used throughout the product documentation and thus used consistently here.
A number of different peers can be used for setting up the grid. The only peer that is required in the
grid is the Configuration Distribution Peer (CDP), with others added for high availability or for
scaling up.
Peers
The following table differentiates the peers and the services that they provide.

Peer Description
type
AP The Activity Peer is the most fundamental grid component used by BMC Atrium Orchestrator. The AP is the process that
executes workflows and hosts external application adapters providing both the core workflow engine and a web container.
CDP In addition to offering the same types of services and capabilities found in the AP, the Configuration Distribution Peer
provides a central point of administrative control and content distribution for all distributed components in a grid. The CDP
is a required component, and there is typically only one CDP per grid servicing a number of APs. Furthermore, as a
centralized configuration repository, the CDP is responsible for storing and distributing all configuration and content for the
entire grid.
HA- The High Availability Configuration Data Peer is a mirrored instance of a primary CDP and provides active/active high
CDP availability capabilities for the grid in which it's installed and operating. It is considered active/active because it is not idle
and participates as any normal AP would in terms of workflow execution.
LAP The Lightweight Activity Peer is an AP that has been reduced to its most basic components and serves only to provide an
environment or container for installing and running external application adapters such as the Windows CLI adapter and
the Remedy AR adapter. In many cases, LAPs are installed on the same machine as the target application or service.
Unlike the other peer types, the LAP executes no workflows itself.
Failover
With multiple peers available to handle processing requests, single failures are not likely to
negatively affect throughput and reliability. With grid peers distributed to various hosts, an entire
computer can fail without resulting in application downtime. Processing requests can be routed to
other peers if one peer fails. With certain limitations, BMC Atrium Orchestrator allows for
maintenance of peer hosts without stopping the entire functionality of the grid itself.
Failover in BMC Atrium Orchestrator is primarily achieved through a technique called full
replication. This occurs when a cluster replicates all data to all peers. Full replication ensures that if
a peer fails, that peer's workload is reassigned to a functioning peer where a copy of the failed
peer's data exists. However, the disadvantage of full replication is that as more peers are added to
the grid, more data must be replicated throughout. Likewise, events regarding the data, such as
updates and deletes, must be published to more peers, resulting in more traffic on the grid. Thus
the scalability of the grid can be defined as an inverse function of the size and frequency of these
data events. This is why it's important not to mistake BMC Atrium Orchestrator as the functional
equivalent of Data Center Automation computing or a computer grid. Care must be taken when
deciding the number of peers to include in any grid.
BMC Analytics for BSM HA

The BMC Analytics for BSM product is used for analysis of the data generated from managing the
IT organization. The tool is largely based on the SAP BusinessObjects Enterprise product, and so
derives all its deployment ability from this product. See the documentation for SAP
BusinessObjects Enterprise for information about setting up a highly available deployment of BMC
Analytics for BSM.

BMC Dashboards for BSM HA

BMC Dashboards for BSM provides highly interactive, right-time access to key service support
metrics for senior IT management to help optimize decisions and accelerate the results of aligning
IT to business goals. BMC does not provide any built-in mechanism to create a highly available
deployment of this tool because it is not typically considered to be mission critical. If a highly
available deployment is needed, options provided by virtual system vendors can be considered.
BMC Atrium Discovery and Dependency Mapping HA

BMC Atrium Discovery and Dependency Mapping consists of the main application servers and
slave servers that discover assets, and the database used to store these assets. The database is
installed on the same virtual machine (VM) as the application server (it is not a remote database).
No built-in option is available for setting up HA for this system. For building availability into the
system, one option is to use the snapshot capability of the product to capture data and
configuration changes and export this information to a backup VM in case of a failure. Another
option is to use the underlying virtual infrastructure to set up clustering.
Disaster recovery
The disaster-recovery strategy for the BMC Remedy ITSM value paths involves setting up disaster
recovery for each product in the value paths. All products need to be available and updated in the
disaster-recovery data center in case the production data center is unavailable for any reason. In
many cases, these products share a database that becomes the focus of disaster-recovery
configuration.
Note
Although the BMC Remedy ITSM Suite contains several databases common to BMC
Remedy ITSM, the BMC Remedy ITSM value paths can include products that need
additional configuration to work properly in a disaster-recovery situation.
Common disaster-recovery requirements

Although each product has its own requirements for setting up disaster recovery, the following
requirements are common to all products:
The disaster-recovery installation must have the same product version and patch level as
the production installation.
If any configuration or file changes (such as applying patches) are made to the production
data center, the same changes must be repeated on the disaster-recovery data center.
As the production system is used, all data changes must be replicated to the disaster-
recovery data center. These changes can be database changes or file system changes,
depending on the product in use.

Replicating data changes imposes additional demands on the resources in the production
system. To keep these demands to a minimum, the replication schedule should be carefully
considered. If continuous replication is needed, the production system must be given
additional resources (CPU and memory) to reduce the performance impact.
Also consider recovery from a secondary location if a failover event occurs.
Overall disaster recovery for IT Service Management

The following diagram shows different points where replication is needed to keep the disaster-
recovery data center installation up to date (each point marked with a yellow dot). Each component
needs to be ready and available for the disaster-recovery installation to start functioning. For
example, if the production databases are being replicated every three hours, transaction
information for the last three hours might not yet exist in the disaster-recovery databases, and
might need to be copied over and restored manually by using the database transaction logs.
Another example can be when network changes need to be put in place manually before disaster
recovery can take over.
To accommodate such scenarios, the following architecture does not include automatic failover
from production. This is an essential consideration for BMC Atrium Orchestrator. If the disaster-
recovery strategy for BMC Atrium Orchestrator is based on a High Availability Configuration
Distribution Peer (HA CDP) in the disaster-recovery data center, this CDP automatically starts
processing the workflow if production fails. If the rest of the products are not yet ready, the
processes start failing.
The following diagram does not show disaster recovery for BMC Analytics for BSM and BMC
Dashboards for BSM because they largely refer to the data in the BMC Remedy ITSM database
and so benefit from the replicated BMC Remedy AR System database. Any additional data that
they set up can be easily re-created in the disaster recovery environment if required.
Note
The following BMC product name abbreviations are used in the diagram:
ADDM = BMC Atrium Discovery and Dependency Mapping

ITBM = BMC IT Business Management

BMC Remedy ITSM Process Designer deployment example

This topic provides an example for how BMC Remedy ITSM Process Designer 8.3.03 can be
deployed.
Note
The following information is for the web-based BMC Remedy ITSM Process Designer
client and not the stand-alone client. However, the information provided in this topic might
be helpful when you are considering deploying applications in an on-premise
environment.

Business value
This deployment example enables you to use BMC Remedy ITSM Process Designer, which
provides an easy way to create internal processes using a graphical drag-and-drop interface.
Deployment
The following information describes an example deployment:
BMC Remedy ITSM Process Designer is deployed behind a load-balancing reverse proxy.
The Java Web Start module (part of the Process Designer graphical tool) downloads the
BMC Remedy ITSM Process Designer JAR files to the user’s computer that is running a
browser.
The following diagram shows the different components that are involved in this deployment
example.
Deployment model
Note
The following diagram contains an icon that represents a software component or module:
.

This deployment example consists of the following components:
In the BMC environment:

The BMC Remedy Mid Tier Data Visualization Module (DVM) plug-in, which is
responsible for launching the graphical tool is used as a communication layer
between the client graphical application and the BMC Remedy AR System server.
BMC Remedy AR System is used to store the process and workflow data and a filter
API plug-in is used as the process execution engine.
The processes and workflows are attached to the different BMC Remedy ITSM
records.
In your environment, the graphical tool client Java application can be launched from BMC
Remedy Mid Tier by using Java Web Start technology. For information about installing Java,
see the BMC Remedy IT Service Management Process Designer Installation Guide at PDFs
.
For information about configuring and using BMC Remedy ITSM Process Designer, see the
documentation provided at PDFs.
Related topic
BMC Remedy ITSM Process Designer architecture (see page 107)
Secure deployment
This section provides information about how to secure BMC Remedy ITSM and recommendations
for a secure deployment. Think carefully about your organization's security needs. These
requirements might be internal, such as policies, or external, such as government-mandated
regulations.
If your organization already has requirements for securing BMC Remedy ITSM, the following topics
will help you determine what options are available and which options your organization should
deploy:
Firewall considerations (see page 275)

Port information (see page 277)
The rest of this topic helps you to determine requirements.
Threat assessment
If you have not already done so, your organization must complete a threat assessment. You must
know what threats your are trying to secure against in order to secure BMC Remedy ITSM. If your
organization has completed a threat assessment for the whole company, that makes it easier to

determine what types of security you need to put in place. If not, the BMC Remedy ITSM
administrators can perform a threat assessment for BMC Remedy ITSM alone. Instructions for
completing a thorough threat assessment are outside the scope of this documentation, but you
should consider the following points:
How valuable is the data that is being created to your organization? Can this be quantified?
Who might be trying to steal your data? Are they external hackers or internal employees?
What avenues might thieves take to steal your data? Would they try to capture a legitimate
user's user name and password or would they go after the whole database?
Where might a thief be physically located? Is the thief a malicious person on the internet, an
employee in accounts payable, or the vendor managing your data center?
Answering these questions helps you to determine what types of security your organization needs.
This includes physical needs, such as secured data centers and firewalls, and software needs,
such as encryption between components and encryption at the database.
Encryption
Consider the following main portions of BMC Remedy ITSM for encryption:
Traffic between the client web browser and the load balancer or mid tier servers. This traffic
might flow internally on your organizations LAN, across a private WAN infrastructure, or over
the internet. This traffic can be secured using SSL/TLS that most people are familiar with as
HTTPS and uses 128-bit encryption. BMC recommends that the SSL/TLS traffic be
terminated on the load balancer to use cookie insertion for load balancing. Terminating SSL
/TLS on the mid tier servers means the traffic is still encrypted as it passes through the load
balancer, limiting the ability of the load balancer to do its job.
Traffic between the mid tier server and the AR System servers, and between the AR System
servers themselves. By default, no encryption is enabled. AR System server has a built-in
option to encrypt traffic between the various servers. The encryption that is included is DES
and is 56 bit. This has the best performance but is the easiest for hackers to break. If your
organization requires a higher encryption standard, BMC also offers a Performance and a
Premium package. Both use Advanced Encryption Standard (AES) encryption. The
Performance package is the faster of the two options and uses 128-bit encryption. The
Premium package is the hardest to break and uses 256-bit encryption.
The first two portions keep your transactions safe as they travel from the client to the database. To
protect your data at rest, you must use the strategy that works best for the database version that
your organization has chosen. Talk to your database administrators about the best way to do this.
Open ports
Although most ports are user definable, the ports that BMC recommends using can be found under
the ports page. This also shows which links can be encrypted. For more information, see Port
information (see page 277).

Firewall considerations
Firewalls are an excellent way to provide choke points where only specific traffic types are allowed
to pass. If only the ports specifically needed to complete your organization's transactions are open,
it will be much harder for a malicious person to penetrate your organization's network defenses.
There are many different kinds of firewalls on the market, each with their own advantages and
disadvantages. It is not within the scope of this documentation to discuss them nor to make a
recommendation. Talk to your organization's security administrators to determine the best way to
secure BMC Remedy ITSM applications with firewalls.
This topic provides high-level information about port numbers, protocol of port numbers, and
communication details (unidirectional or bidirectional) that you can consider for firewall
configuration. For detailed information about these topics, see the installation or configuration
topics for the specific BMC products that you are installing. For more information about specific
ports, see Port information (see page 277).
Note
BMC does not recommend placing a firewall between the BMC Remedy AR System
servers and the database. The extra processing time that a firewall takes to analyze each
packet causes a delay. This delay, with the additional unnecessary network hop, creates
a transaction response time that will be deemed unacceptable to most users.
BMC Service Support products that are based on the BMC Remedy AR System platform — BMC
Remedy ITSM, BMC Service Request Management, BMC Service Level Management, and BMC
Knowledge Management — need three ports to open during firewall configuration. BMC Remedy
AR System does not use a port range to work. The required ports are:
A port for the BMC Remedy AR System server to enable connectivity with the BMC Remedy
clients
A port for the Plug-in server, which enables access to any plug-in that you want to load on
the BMC Remedy AR System environment, such as:
Web services plug-in (to enable web services in the BMC Remedy environment)
AREA LDAP (for external authentication if you want to authenticate BMC Remedy
users from your Microsoft Windows Active Directory)
An outbound port for BMC Remedy Alert, which the server will use when sending alerts
The portmapper of BMC Remedy AR System uses UDP port – 111. If you do not specify a specific
TCP port (TCD-Specific-Port), the system uses UDP to connect to portmapper to find where the
BMC Remedy AR System server is running. The ar.conf file (the AR Server configuration file)

contains a setting, Register-With-Portmapper, to enable portmapper. You can use this setting to
prevent the BMC Remedy AR System server from registering with portmapper. You use this
feature in conjunction with setting specific ports to enable you to run servers on computers that do
not have portmapper. Valid values are T and F. The default is T (register with portmapper).
The BMC Remedy AR System server port can use any port greater than 1024. Clients must be
configured with the server port number to enable server access without the use of portmapper. For
information about configuring clients, see Configuring clients for AR System servers.
The AR Plug-in server port cannot be the same as the AR System server port and can be any
other port greater than 1024. The Alert Outbound Port must also be greater than 1024. For detailed
firewall configuration requirements for BMC Remedy AR System, see Configuring firewalls with AR
System servers.
The following illustration shows the port communication details of BMC Remedy platform products
and the integration mechanism with the Service Assurance and Service Automation products.
Port communication

Port information
The following table lists standard port numbers (0 – 1023) and BMC suggested port numbers.
Note
The following abbreviations are used in the tables:

Atrium WS = Atrium web services
BPPM = BMC ProactiveNet Performance Management

You can define a custom value for the port numbers. E nsure that the ports you
chose do not conflict with ports currently used in the environment.
Product Product component Port number Protocol How to define a custom value
or module
AR System AR Port 4100 TCP Use one of the following methods:

server /UDP
During installation
Value of Server TCP/IP Port from Server
Information form.
For more information see Setting ports and
RPC numbers .
AR Plug-in Port 4100 TCP Use one of the following methods:

/UDP
During installation
Value of Server TCP/IP Port from Server
Information form.
For more information see Setting ports and
RPC numbers .
AR Plug-in Port 9999 TCP Use one of the following methods:
During installation
Value of <port>port_number</port> variable in
the pluginsvr_config.xml file.
Note: You must restart the AR System server
after you make this change.
CMDB Plug-in Port 9556 TCP During installation or in pluginsvr_config.xml file.

/UDP
How can this be same as AR Plugin port? Is there any
other variable?
CMDB Plug-in Port 9966 TCP During installation or in pluginsvr_config.xml file.

/UDP
How can this be same as AR Plugin port? Is there any
other variable?
Why are there two rows for CMDB Plug-in port?
BMC Remedy HTTP 8080 TCP During installation or in server.xml file of Apache
Mid Tier Tomcat server.
HTTPS 8443 TCP During installation or in server.xml file of Apache

/UDP Tomcat server.
Atrium Web HTTP 8080 TCP During installation or in server.xml file of Apache
Registry Tomcat server.
HTTPS 7776 TCP During installation or in server.xml file of Apache

/UDP Tomcat server.
BPPM HTTP (Default) 80 TCP During installation or in server.xml file of Apache

/UDP Tomcat server.

Product Product component Port number Protocol How to define a custom value
or module
HTTPS (Default) 443 TCP During installation or in server.xml file of Apache

Tomcat server.
BAO Access Manager 8080 TCP During installation or in server.xml file of Apache
(User Defined) Tomcat server.
CDP (User Defined) 8080 (BAO TCP During installation or in server.xml file of Apache
version 7.6.02.x) Tomcat server.
Atrium Atrium Integrator / 20000 TCP Post-installation in armonitor.cfg file.

Integrator Pentaho
Product integration port information

The following ports are the most commonly used ports for BMC Remedy ITSM applications and
integrated product traffic. These port numbers are either the default port number when installing
the software or the port number that is most commonly used for the specific type of traffic.
Application or component AR System server Atrium Web Services BMC Remedy Mid Tier BAO BPPM Clients
BMC Remedy Mid Tier 4100
AR System server 9090
Atrium Web Services 4100
BAO 4100
BPPM
Clients 443
Encryption information
The following table shows which communications strings you can encrypt between the various
components. HTTPS ports are web-based communications using SSL to encrypt, and TCP ports
are all other ports whose port numbers are configurable and use DES encryption out of the box.
These can be configured within the AR Server configuration settings on the Encryption tab. Set the
New Encryption Settings - Security Policy option to Required, and set Data Key Details - Algorithm
Options to DES. DES encryption can also be upgraded to use more advanced encryption
algorithms via the Performance (128 bit) and Premium (256 bit) upgrade packages.
Application or component AR System server Atrium Web Services BMC Remedy Mid Tier BAO BPPM Clients
BMC Remedy Mid Tier DES
AR System server HTTPS
Atrium Web Services DES
BAO DES
BPPM
Clients HTTPS

Network information
For this discussion of LAN network connectivity, BMC makes the following assumptions:
There are (as a minimum) 100 Mbps network links between the clients and the edge
switches.
There are (as a minimum) 100 Mbps network links between all the core switches.
Data centers use 1 Gbps network links between the core switches and the servers that they
service.
Bandwidth requirements for WAN links within an organization are susceptible to many factors.
Latency, contention, load, the services being consumed, and end-user load per interaction per
service are just a few of the variables that influence performance and bandwidth requirements.
When BMC tested average throughput in Kilo Bytes per second divided by the number of
concurrent users, during the test the number ranged from an average of ~3.5 Kbps to 4.2 Kbps.
This does not include any other traffic on the network and does not include any traffic overhead
that is always generated by a network. Ensure that you provide enough bandwidth buffering when
calculating for your network environment.
The first three rows in the following table provide the maximum number of users supported for a
given bandwidth (512 Kbps, T1, and Dual T1) without impacting response times significantly.
Notes
For the fourth row (T3), although 1,000 users were tested, this was specifically to
ensure response time, and the last test left a significant amount of the network link
unused.
The transaction response times are reported with varying bandwidth and latency.
The response times listed are captured from the Borland SilkPerformer product
and do not include browser rendering time.
Concurrent users Bandwidth 0 ms latency 50 ms latency 150 ms latency 300 ms latency
50 users 512 Kbps < 2 sec < 3 sec < 4.5 sec < 8 sec
250 users T1 < 2 sec < 3 sec < 4 sec < 8 sec
750users Dual T1 < 2 sec < 4 sec < 5 sec < 8 sec
1000 users + T3 < 2.5 sec < 2 sec < 4.5 sec < 8 sec

The following sections provide information about the tests performed by BMC:
Test environment (see page 281)

Scenarios (see page 281)
Workload (see page 282)
Transaction response times (see page 286)
Test environment
The following table describes the test environment.
Note
The response times listed in this document are captured from the Borland SilkPerformer
product and do not include browser rendering time.
Hardware specifications
Tiers Specifications VM Comments

(Y
/N)
BMC Remedy AR System mid tier 2.3 GHz, 2 Cores, Yes Microsoft Windows Server 2008 Enterprise
(MT1, MT2) 8 GB RAM
BMC Remedy AR System server (AR1, 2.3 GHz, 4 Cores, Yes Microsoft Windows Server 2008 Enterprise
AR2 configured in server group) 8 GB RAM
Database server 2 GHz, 32 Cores, No Microsoft SQL Server Standard

64 GB RAM
Note: This computer was shared by multiple BMC
Remedy OnDemand instances and other applications.
Client computer x86, 1861 MHz, 4 No Microsoft Windows 2003 R2 Enterprise Edition
Cores, 8 GB RAM
Scenarios
The SoftPerfect Connection Emulator (SCE) software was installed and configured on the
SilkPerformer computer to set the different latency and bandwidth for the following test cases. End-
user response times were captured for key actions of BMC Remedy OnDemand in the following
test cases:
Simulating 50 concurrent users' workload. Bandwidth was set to 512 Kbps with 0 ms, 50 ms,
150 ms, and 300 ms latency.

Simulating 250 concurrent users' workload. Bandwidth was set to T1 with 0 ms, 50 ms,
Simulating 500 concurrent users' workload. Bandwidth was set to DualT1 with 0 ms, 50 ms,
Simulating with 1,000 concurrent users' workload. Bandwidth was set to T3 with 0 ms,
50 ms, 150 ms, and 300 ms latency.
Simulating with 2,000 concurrent users' workload. Bandwidth was set to T3 with 0 ms
latency.
BMC Remedy OnDemand defines a concurrent user as a user who executes a specified number of
transactions per hour. BMC Remedy ITSM concurrent users logged on once and completed a
specified number of transactions for a business case before logging off. These users were logged
on for the duration of the simulation. In contrast, BMC Service Request Management concurrent
users logged on, completed one business transaction, and then logged off. These users were not
logged on to the system for the entire duration of the simulation. This simulates real-world user
behavior for both BMC Remedy ITSM and BMC Service Request Management.
Workload
For scenarios that required a workload simulation, a mixed workload was added to the system to
simulate a common workload scenario for BMC Remedy OnDemand customers. The mixed
workload consisted of the following scenarios:
Workload from BMC Remedy ITSM applications users

Workload from BMC Service Request Management users
Workload from Email Engine as a result from BMC Remedy ITSM applications and BMC
Service Request Management workloads
Workload from Service Level Management as a result from BMC Remedy ITSM applications
and BMC Service Request Management workloads
Web Reports (ad hoc) creation
BMC defined a nominal workload for a typical BMC Remedy OnDemand (BMC Remedy ITSM and
BMC Service Request Management) environment. The nominal workload was defined by the
distributions of concurrent users and transaction rates among the test scenarios. This workload
was used as the baseline for benchmarking the performance and scalability of the BMC Remedy
solutions consistently over time.
The workload from BMC Service Level Management and Email Engine were based on the BMC
Remedy ITSM and BMC Service Request Management workloads. BMC Service Level
Management targets and milestones were triggered based on specific BMC Remedy ITSM
applications terms and conditions. Emails were created based on BMC Remedy ITSM, BMC
Service Request Management, and BMC Service Level Management workloads.
Nominal BMC Remedy ITSM and BMC Service Request Management workload distribution

Total workload was split into 30 percent for BMC Remedy ITSM and 70 percent for BMC Service
Request Management. For details, see the following tables:
Nominal workload distribution of BMC Remedy ITSM applications
BMC Remedy ITSM scenarios Percentage of total concurrent Transaction rate (per user per
users hour)
Search Incident By ID 1.6% 10
Search Incident By Customer 1.6% 10
Create Incident No CI Redisplay Current 4.6% 3
Create Incident With CI Redisplay Current 4.6% 3
Modify Incident to Resolve 7% 6
Create Change with Service CI 1.6% 2
Search Change by ID 1.6% 3
Approve Change 1.6% 1
Create Ad Hoc Web Report and Run It 5.6% 2
Run Incident Count By Product Categorization Web 5.6% 2

Report
Run Asset Print Web Report 5.6% 2
Nominal workload distribution of BMC Service Request Management
Scenarios Percentage of total concurrent users Transaction rate (per user per hour)
Add Activity Log 2% 6
View Services in Category 6.7% 7
Browse Sub Category 4.7% 7
Create Service Request w/ 6 questions 7.7% 6

mapped to 2 fields
Create Service Request w/ 6 questions no 7.7% 6

mapping
View Service Request 2% 6

Scenarios Percentage of total concurrent users Transaction rate (per user per hour)
View Quick Picks 11.7% 7
Search by Keyword 11.7% 6
Run Service Requests by Location Web Report 5.6% 2
The following table lists the projected number of executions after one hour for the nominal BMC
Remedy ITSM and BMC Service Request Management workload with 50, 250, 750, 1,000, and
2,000 concurrent users:
Projected BMC Remedy ITSM data after one hour of simulation of nominal workload for 50, 250,
500, 1,000, and 2,000 concurrent users
Scenarios Projected Projected Projected Projected Projected

executions for 50 executions for 250 executions for 500 executions for executions for
total concurrent total concurrent total concurrent 1000 total 2000 total
users users users concurrent users concurrent users
Search Incident By 10 40 80 150 310

ID
Search Incident By 10 40 80 160 310

Customer
Create Incident No 6 33 66 138 273

CI Redisplay Current
Create Incident With 6 33 69 135 273

CI Redisplay Current
Modify Incident to 18 102 210 420 840

Resolve
Create Change with 2 8 14 30 62

Service CI
Search Change by ID 3 12 24 48 93
Approve Change 1 4 7 15 31
Create Ad Hoc Web 6 26 54 112 222

Report and Run It
Run Incident Count 6 28 54 110 222

By Product
Categorization Web
Report


executions for 50 executions for 250 executions for 500 executions for executions for
total concurrent total concurrent total concurrent 1000 total 2000 total
users users users concurrent users concurrent users
Run Asset Print Web 6 28 56 112 222

Report
Scenarios for BMC Service Request Management

executions executions executions executions executions
for 50 total for 250 total for 500 total for 1000 total for 2000 total
concurrent concurrent concurrent concurrent users concurrent users
users users users
Add Activity Log 6 30 60 120 240
View Services in Category 21 119 231 462 931
Browse Sub Category 14 84 168 329 651
Create Service Request w/ 6 24 114 228 456 918

questions
Create Service Request w/ 6 24 114 234 462 918

questions no mapping
View Service Request 6 30 60 120 240
View Quick Picks 35 203 406 812 1631
Search by Keyword 36 180 360 702 1398
Run Service Requests by 6 28 56 112 224

Location Web Report
BMC Service Level Management and Email Engine workload distribution
Email notifications are sent when an incident is created or modified, when a service request is
created, and when a service level milestone is not met. BMC Service Level Management targets
are also triggered on the same conditions. The following table lists the number of emails generated
and BMC Service Level Management targets matched for each incident creation, incident
modification, and service request creation. This workload is done automatically in the AR System
server.
Email Engine and BMC Service Level Management executions

Scenario Email count per entry BMC Service Level Management target count per entry
Create Incident 1–2 2
Modify Incident 2–3 1
Create Service Request 1 1
Actual entries created during 50, 250, 500, 1,000, and 2,000 concurrent users' workload
Type of entry 50 users 250 users 750 users 1,000 users 2,000 users
workload with workload with workload with workload with workload with
Bandwidth: Bandwidth:T1 Bandwidth:Dual Bandwidth:T3 Bandwidth:T3
512Kbps Latency:0 ms T1 Latency:0 ms Latency:0 ms
Latency:0 ms Latency:0 ms
Incidents by support 12 71 186 235 481
Incidents by SR 47 232 641 849 1,700
SR 47 232 641 849 1,700
Email from BMC SLM 244 774 2,250 2,834 4,200
Email from Create Incidents 54 182 506 635 1,366

Notification
Email from Modify Incidents 97 343 967 1,249 2,595

Notification
Changes Created 2 9 24 25 52
Web Reports (Ad hoc) 4 26 83 110 208

Created
Transaction response times
To obtain the complete report, including the overall transaction response times for different
scenarios, click here to view a PDF file.
Performance benchmarking and tuning

This section redirects you to the performance benchmarking and tuning information for BMC
Remedy AR System server and BMC Remedy ITSM. For more information, see Performance
benchmarking and tuning

Planning to upgrade
For information about installation or upgrade of BMC Remedy ITSM Suite, see the following topics
from the BMC Remedy ITSM Deployment online documentation:
For installation, see Installing .

For upgrade paths and upgrade process, see Upgrading .
System requirements
See the topic Reviewing system requirements from the BMC Remedy ITSM Deployment online
documentation.
Note
If you are using the Release Management module from BMC Change Management, do
not install the mid tier on the computer where BMC Remedy AR System server is
installed. This will enable you to avoid the HTTP server errors caused by the
unsuccessful download of files used by the Release Calendar.
The hardware requirements for any given environment depend on the size and amount of activity
you expect. This section describes minimum requirements.
Recommendation
Perform an analysis of your organization's needs to determine the hardware requirements

for your installation.
The minimum requirements given are intended for use in non-production, proof of concept, or small
development environments. Using the minimum requirements, you can install BMC Remedy AR
System, launch your browser, and view the BMC Remedy AR System sample application without
further customization on a Windows-based server.
Note
The following requirements are for Windows-based servers. UNIX-based servers have
comparable hardware requirements. They do not include database minimum
requirements, which vary by vendor. See the database vendor's documentation for
recommended database system requirements.

Hardware and software requirements are listed in the Product Availability and Compatibility Matrix
available at http://www.bmc.com/support/product-availability-compatibility .
Language information
BMC Remedy ITSM is built on BMC Remedy AR System, which is a fully internationalized
environment. This environment includes internal support for different character sets and a full suite
of features that enable administrators to produce localized applications.
In addition, support is provided for a locale model in which users can specify their language and
formatting preferences to have the application delivered in the style that is the most useful to them.
This model includes delivering to different users, simultaneously, the same application in multiple
languages with different formatting.
Note
Information about localization applies only if your version of the application has been
localized.
Data language and display language

If all your users work and communicate using a single language, the data language and display
language that they use are the same. However, if you have users in different locations using the
same server (for example, users in England, France, and Germany), you must pick a common data
language in which the users will enter and search for data. Typically, this data language is the most
common across all your user locales.
You can choose only one data language for each application installation, and you select this
language during application installation. This requirement guarantees that users in France can find
requests created in Germany or England because they are working with data in their common
language.
Installing
Refer to the BMC Remedy ITSM Deployement online documentation for consolidated installation
, uninstallation , andupgrade procedures for all of the components in the BMC Remedy IT
Service Management (ITSM) Suite.
Refer to the Installation sections in the BMC Remedy with Smart IT version 1.4 online
documentation for more information about installing BMC Remedy with Smart IT.

Configuring after installation

This section contains activities that you must perform after you install the applications and before
you use the applications.
Configuring BMC Remedy ITSM solution (see page 289)

Configuring BMC Service Request Management (see page 321)
Configuring BMC Service Level Management (see page 324)
Configuring projects (see page 336)
Configuring Foundation (see page 343)
Configuring BMC Remedy ITSM applications (see page 705)
Configuring BMC Service Management Process Model (see page 707)
Configuring BMC Remedy ITSM Process Designer (see page 709)
Manually setting the default currency field (see page 733)
Configuring BMC Remedy Smart Reporting (see page 734)
Note
As part of the post-installation processes, the AR CleanupAlertEvents escalation is turned

on automatically. This escalation cleans the Alert Events form.
Configuring BMC Remedy ITSM solution

The following topics provide information on configuring the BMC Remedy ITSM solution after
installation:
Completing an upgrade (see page 290)

Synchronizing people information for BMC Remedy ITSM Suite (see page 290)
Enabling localization (see page 298)
Using the multi-tenancy mode (see page 299)
Configuring BMC Remedy AR System server for CAI (see page 299)
Generating a private server queue (see page 299)
Configuring the default web path (see page 300)
Configuring the CAIPluginRegistry form (see page 300)
Configuring the BMC Remedy Notification Engine threads count (see page 301)
Changing the time zone (see page 302)
Customizing the out-of-the-box survey notification URL (see page 302)
Re-create fields for your customized join forms (see page 302)
About installing Adobe Flash Player (see page 303)
Adding a private queue port number for Software License Management (see page 303)
Creating preference records (see page 305)

Configuring the appquery plugin for a private RPC server queue (see page 306)
Configuring the environment for accessibility (see page 308)
Completing an upgrade
To complete an upgrade, perform the following steps.
To complete an upgrade
1. Compare the customized data that you exported before installing the current product to the
product's data. Re-import your legacy data needed to run your application.
2. Compare the customized workflow that you exported before installing the current product to
the product's workflow. Re-import your legacy workflow, or manually modify the workflow
needed to run your application.
3. Use BMC Remedy Developer Studio to restore views of forms where UI layout was
changed.
4. Compare the legacy workflow that you had disabled to make sure there were no new
changes, before you re-disable them.
Synchronizing people information for BMC Remedy ITSM Suite

By synchronizing people information, you ensure that the Software License Management (SWLM)
component of BMC Asset Management uses the data in the BMC Atrium CMDB to connect
software contracts and software CIs.
It also ensures that the SWLM component calculates whether a given instance of the software is in
compliance with the applicable license agreement.
Run the People Synchronization utility if you are upgrading from BMC Remedy ITSM 7.0.03 patch
009 or later. The People Synchronization utility synchronizes the following BMC Remedy ITSM
data with the corresponding BMC Atrium CMDB table:
BMC Remedy ITSM data BMC Atrium CMDB table
CTM:People BMC.CORE:BMC_Person Class Atrium
AST:AssetPeople (record associations or any existing CI relationships) BMC.CORE:BMC_Dependency Class Atrium
Running the Initiate People synchronization (see page 291)

Running the CTMPPLSyncInitiated escalation (see page 292)
Running the sandbox reconciliation (see page 292)
Running the Initiate CI synchronization (see page 293)
Enabling the AssetPeopleSyncInitiated escalation (see page 293)
Running the sandbox job run synchronization (see page 294)
Verifying the synchronization (see page 294)

Technical information for people synchronization (see page 295)
Running the Initiate People synchronization

You run the People Synchronization utility from the Application Administration console. This is the
first procedure in the People Synchronization process.
To run the synchronization
1. Log on to the server that is running the BMC Remedy ITSM applications. Use a logon ID
that has application administration privileges.
2. From the navigation page on the Home Page, click Application Administration Console.
3. From the console, click the Custom Configuration tab and then select Foundation > People
> People Sync Console.
4. Click Open to open the People Synchronization console.
5. On the console, click Refresh Counts.
The following console fields are updated:
# of Unreconciled People — The number of CTM:People records in the system that
have not been reconciled. On these records, the Reconciliation Identity field equals 0.
# of Production Persons — The number of BMC_Person Class records that have
been reconciled to the BMC.ASSET production data set. If this field contains a value,
it indicates either that an earlier upgrade has previously reconciled records, or that
new records were created after the upgrade and reconciled automatically by the
system.
# of Sandbox Persons — The number of BMC_Person Class records that currently
exist within the BMC.ASSET.SANDBOX dataset.
# of Bulk Sandbox Persons — The number of BMC_Person Class records that
currently exist within the BMC.ASSET.SANDBOX.BULK dataset.
# of Asset People Records — The number of AST:AssetPeople records that refer to
an association between a People record and an associated CI where the Person
Role is equal to Used by.
# of Dependency Records — The number of BMC_Dependency Class records that
were created by the synchronization of an association made by the AST:AssetPeople
form where the Person Role is equal to Used by.
# of Sandbox CI's — The total number of records that currently exist within the BMC.
ASSET.SANDBOX dataset. Any CI can use the Sandbox dataset for reconciliation.
When you initiate the synchronization and run the Sandbox job, all records in the
sandbox are processed by that job. This indicates approximately how many records
will be processed for the given run.
# of Production CI's ---The total number of records in the BMC.ASSET dataset.
6.
6. Click Initiate People Sync.

The Initiate People Sync process starts. This process identifies which records need to be
synchronized by updating the SetForEscReconcilitation flag to Yes on all People records
that have the Reconciliation Identity flag set to 0.
Leave the People Sync console open. You will refer to it while performing the next
procedure.

Running the CTMPPLSyncInitiated escalation (see page 292)
Running the CTMPPLSyncInitiated escalation

You enable this escalation from Developer Studio, which causes it to run at the end of the interval
time.
Run this escalation after the Initiate People synchronization finishes.
To run the escalation
1. Log into Developer Studio using an ID with Administrator User privileges.

2. Open the CTM:PPL:SyncInitiated escalation. This escalation is disabled when you open it.
3. Change the value in the State field to Enabled.
4. Ensure the value in the Run By field is Interval.
5. Change the Days value and the Hours value to 0, and the Minutes value to 2. This ensures
the escalation runs within two minutes of you saving the changes.
6. Save the changes and wait for the system to start the escalation.
Verify whether the escalation has started by clicking Refresh Counts on the People Sync
console. When the escalation is running, the record count in the # of Sandbox Persons field
increases. When the value in the # of Sandbox Persons field is no longer increasing, the
escalation job is finished.
7. When the escalation finishes, change the value in the State field to Disabled and save the
change.

Running the sandbox reconciliation (see page 292)
Running the sandbox reconciliation

You run the sandbox reconciliation from the People Sync console.
Run the sandbox reconciliation after you run the CTM:PPL:SyncInitiated escalation.
To run the reconciliation
1. On the People Sync console, click Initiate Sandbox Job Run.

The BMC Asset Management - Sand Box Reconciliation job starts. This job processes the
sandbox records and promotes them to the production dataset.
2.
2. Click Refresh Counts to ensure the # of Sandbox Records field is cleared and set to 0.
3. Check that the # of Un-reconciled People field is reset to 0 and that the value in the # of
Production Persons field equals its previous value (that is, its value prior to initiating People
Sync) plus the number of unreconciled people.
If the # of Un-reconciled People field has a value greater than 0 after the synchronization
finishes, a processing error occurred on the individual CTM:People Record.
4. If the # of Un-reconciled People field has a value greater than 0 after the synchronization
finishes, click Refresh on the CTM:People Records that have not been reconciled table field.
You must examine these records individually to determine why they were not synchronized.
In most cases, the People data on the associated record contains at least one data element
that violates an existing rule for People or BMC_Person creation.

Running the Initiate CI synchronization (see page 293)
Running the Initiate CI synchronization

This process synchronizes existing CI AST:AssetPeople Used by relationships with the
corresponding BMC_Dependency Class table.
Perform this procedure after you run the sandbox reconciliation. For this process to complete
successfully, all CTM:People that have a "Used by" association with an existing CI need to be
properly reconciled. If a People record containing a Used by association is not reconciled, the
associated CI Sync fails for that association record.
1. On the People Sync console, click Initiate CI Sync.

The synchronization job starts.
2. Leave the People Sync console open.
You refer to it while performing the next procedure.

Enabling the AssetPeopleSyncInitiated escalation (see page 293)
Enabling the AssetPeopleSyncInitiated escalation

You enable this escalation from BMC Remedy Developer Studio. The escalation runs automatically
at the end of the stated interval time, which you can configure.
Enable this escalation after the Initiate CI synchronization finishes.
To enable the escalation
1. Log into BMC Remedy Developer Studio using an ID with Administrator User privileges.
2. Open the ASI:AEO:AssetPeopleSyncInitiated escalation. It is disabled when you
open it.
3.
3. Change the value in the State field to Enabled.

4. Ensure the value in the Run By field is Interval.
5. Change the values in the Days field and the Hours field to 0, and the value in the Minutes
field to 2.
This ensures that the escalation runs within two minutes of you saving the changes.
6. Wait for the system to start the escalation.
To verify whether the escalation has started, click Refresh Counts on the People Sync
console. The value in the # of Dependency Records field increases to match the value in the
# of Asset People Records field. The numbers, however, can be different if you are running
a BMC Atrium CMDB application or integration that creates BMC_Person.
7. When the escalation finishes, change the value in the State field to Disabled and save the
change.
The escalation is finished when the value in the # of Dependency Records field stops
changing.

Running the sandbox job run synchronization (see page 294)
Running the sandbox job run synchronization

You run this job from the People Sync console.
Perform this procedure after you run the AssetPeopleSyncInitiated escalation.

On the People Sync console, click Initiate Sandbox Job Run.
The BMC Asset Management - Sand Box Reconciliation job starts. This job processes the sandbox
records and promotes them to the production dataset.

Verifying the synchronization (see page 294)
Verifying the synchronization

This section describes how to verify the synchronization finished without error against all of the
People records.
If some records were not reconciled, this section also provides some troubleshooting suggestions.
To verify the synchronization
1. After the Sandbox Job Run finishes, click Refresh Counts.

If the value in the Un-Reconciled People Records field is 0, the reconciliation completed
against all of the records. If the value is greater than 0, continue with this procedure.
2. Click Refresh (above the CTM:People Records that have not been reconciled table).
The table refreshes with a list of the People records that were not reconciled.
3. Continue with Troubleshooting unreconciled records (see page 1932).

Technical information for people synchronization

This section contains technical information about the People Synchronization utility:
Dataset description (see page 295)

Mapping the CTMPeople form to the BMC.Core.BMC_Person class (see page 295)
Rules for moving CTMPeople records to BMC_Person class (see page 296)
Configuration settings for People Synchronization and sandbox (see page 297)
Dataset description
The People Synchronization utility uses the following datasets.
BMC.Asset
The production dataset. All BMC_Person records created are eventually reconciled to the
production dataset.
BMC.Asset.Sandbox
The dataset used to reconcile updates to CTM:People that were manually generated using a mid-
tier client. For this dataset, you can call the reconciliation job for the sandbox either inline or by
using reconciliation schedules.
BMC.Asset.Sandbox.Bulk
The dataset used to reconcile updates to CTM:People that were generated using any client other
than the mid-tier client. BMC_Person records updated this way are considered bulk updates and
are processed using the bulk sandbox. Any Modify All operation against CTM:People is also
considered a bulk operation and uses this dataset to create BMC_Person records. In this case, the
reconciliation job for the bulk sandbox uses a reconciliation schedule. It does not make inline calls
to the bulk sandbox.
Mapping the CTMPeople form to the BMC.Core.BMC_Person class

The mapping from the CTM:People form to the BMC.CORE:BMC_PERSON class is listed in the
following table:
BMC_PERSON FIELD LENGTH CTM_PEOPLE FIELD LENGTH
TokenId 254 NULL N/A
Name (See Rules for field 254 Remedy Login ID 15

value creation)
NameFormat 80 UserName HARDCODE(8)
FirstName 254 First Name 30
LastName 254 LastName 30
Email 254 Internet E-mail 255
PersonDepartment 254 Department 60

BMC_PERSON FIELD LENGTH CTM_PEOPLE FIELD LENGTH
ShortDescription 254 Remedy Login ID 15
CDIntegrationID Person ID Person ID 15
Fax 64 Phone Number Fax 50
MiddleName 254 Middle Initial 30
MobilePhone 254 Phone Number Mobile 50
OfficePhone 254 Phone Number Business 50
PagerPhoneNumber 254 Phone Number Pager 50
PersonID 255 Person ID 15
PersonRegion 254 Region 60
ITSM_Organization 254 Organization 60
Company 254 Company 254
Region 254 Region 60
ReconciliationIdentity 254 ReconciliationIdentity 38
MarkAsDeleted (No/Yes) 254 Profile Status (Delete/Active) HARDCODE
DatasetID 254 Z1D_BMC_Person_Dataset_ID 0
NameFormat 254 HARDCODED UserName HARDCODE
Site 254 Site 60
AssetID 254 Corporate ID 30
SiteGroup 254 Site Group 60
CMDBRowLevelSecurity 254 Assignee Groups 255
ShortDescription (See Rules for field value creation) 254 Remedy Login ID 15
Rules for moving CTMPeople records to BMC_Person class

This topic describes the rules that govern when the system moves a CTM:People record to the
BMC_Person class. It also describes the rules used in the creation of the BMC_Person record.
Create
When a new CTM:People record is created, an associated BMC_Person record is also created.
Delete
When the system deletes a CTM:People record, an associated record is generated within the
BMC_Person class that must be reconciled with the corresponding production dataset record.
Upon reconciliation, the Mark As Deleted field on the production dataset entry of the corresponding
record is set to Yes.

Modify
When you modify an existing CTM:People record, the system performs a validation check to
assess whether any of the fields represented within the BMC_Person class from CTM:People were
modified. If none were modified, no action is taken. If any of the associated field values was
modified, the system generates a new BMC_Person record.
The core fields used to determine a legitimate Modify action, which performs an associated update
or synchronization to the BMC_Person class, are as follows:
Company
Person ID
Internet E-mail
Department
Region
Phone Number Fax
Phone Number Mobile
Phone Number Business
Middle Initial
First Name
Last Name
Site
Organization
Site Group
Corporate ID
Remedy Login ID
Profile Status
If any of these core fields is changed when modifying a people record, the system performs a
synchronization to the CMDB BMC_Person class.
Configuration settings for People Synchronization and sandbox

The Reconciliation Engine runs according to existing configuration settings within the system.
The Asset Management Advanced Setting form displays the production, sandbox, and People
Synchronization dataset information and settings.
You can access the Asset Management Advanced Setting form by opening the Application
Administration console from the IT Home page and then clicking the Custom Configuration tab.
From the tab, select Asset Management > Advanced Options > Asset Management Settings.
Note the following important settings:
Dataset Name — The production dataset that contains the live, or "golden" data.

Sandbox Dataset Name — The name used with the sandbox, or a dataset used within the
reconciliation process.
Sandbox Job Calls for People — Specifies the sandbox dataset reconciliation method, as
described in the following points:
Inline — When you perform a manual creation or modification to a CTM:People
record and the client tool you use is either the Windows User Tool or a mid-tier client,
the system immediately makes a call to perform a reconciliation. Prior to making a
new in-line call to the sandbox, the system performs a pre-check to ensure that an
existing job run is not already in progress. This eliminates the need to run a new job.
Schedule — The system uses a schedule to process any records within a given
dataset at the times defined by the schedule. The default scheduled times for the
BMC.ASSET.SANDBOX and the BMC.ASSET.SANDBOX.BULK datasets are daily
at 12:00 A.M. The system administrator can alter the schedule for any dataset to
accommodate specific needs. For example, an hourly synchronization
is performed from an Active Directory (LDAP or third-party source) to CTM:People.
The system administrator may choose to set up an hourly schedule to run a
reconciliation job at 20 minutes past the hour daily.
System Default — This method makes use of the client tool, the operations being
performed, and the Asset Management Settings to automate the selection of the
dataset to use to create a BMC_Person record. The system default also allows for
future growth, in case special keywords are introduced to handle specific types of
requests.
Enabling localization
If you are using a locale other than English, you must denote that BMC Remedy Action Request
System is ready for localization, meaning that objects with Field ID 160, for example, account
menus, are taken into account when information is retrieved.
Note
If you select additional locales in addition to English, the installer automatically enables
the Localize Server option.
To enable localization
1. From the IT Home page, open the AR System Administration Console.

2. In the AR System Administration Console, go to the System > General > Server Information
section.
3. In the Advanced tab, select the Localize Server option.

Using the multi-tenancy mode

The multi-tenancy mode is enabled by default regardless of whether the tenancy mode is set to
single tenancy or multi-tenancy.
Multi-tenancy is a way to keep the data separate among multiple companies, departments, or other
groups. It also makes it possible to host multiple companies and their data on a single server.
Multi-tenancy means that users will select the appropriate company from the Company field
instead of the Company field defaulting to a single company.
For more information, see multi-tenancy (see page 378).
Configuring BMC Remedy AR System server for CAI

The application installer automatically installs integrations with BMC Remedy Change Management
7.0 (and later) and BMC Remedy Incident Management 7.0 (and later). This section explains how
to configure the integrations.
The product uses Command Automation Interface (CAI) to integrate with backend applications,
such as the Incident Management feature of BMC Service Desk and BMC Change Management.
CAI is a subcomponent that is used to run commands on external systems. CAI uses a command
definition (a type of template) to construct commands using the parameters sent to it by BMC
Remedy ITSM. CAI then uses a predefined conduit (for example, a web service, a command line, a
URL) to execute the command.
The installer also registers the plug-in path. The plug-in path is added to the beginning of the
existing path.
By default, CAI uses the fast and list server queues from BMC Remedy AR System, which in high-
volume installations can have a detrimental effect on performance. To improve performance,
however, you can generate a private server queue for CAI to use exclusively for its processing.
This takes pressure off the queues and assists with improving performance.
Related topic
Generating a private server queue (see page 299)
Generating a private server queue

This procedure describes how to generate a private server queue.
Note
To complete this procedure, you must determine the minimum and maximum number of
threads to specify for the private server queue.

To define a private server queue

2. Click System > General >Server Information.
3. Click the Ports and Queues tab.
4. Generate a private queue. Click in any blank row of the RPC Prog Number column.
5. From the RPC Prog Number cell list, type the next available RPC Program Number.
Note this number because you need it to configure the CAI Plugin Registry form (see page
300).
6. Click in the new Min Threads cell, and change the value to at least 2.
7. Click in the new Max Threads cell, and then change the value to at least 6.
8. Click OK.
A private queue with the RPC Program Number you specified in step 5 will appear in the
table the next time you open the Ports and Queues tab.
Configuring the default web path

To ensure that users can access the application from a browser, complete the following steps.
To configure the default web path

2. Click System > General > Server Information> Advanced tab.
3. Enter the path to the mid tier in the Default Web Path field, per this format:
http://<midTierServer>:<portNumber>/arsys
Configuring the CAIPluginRegistry form

Perform the following procedure to configure the CAI:PluginRegistry form to define and configure
thread pools for specific commands. Thread pools for different commands are configured in the
CAI:Commands form. For more information on the CAI:Commands form see, Defining command
parameters (see page 597).
Configuring thread pools defines dedicated CAI threads for use by the specific command. This
ensures that requests from a command use only the dedicated threads, and performance of other
command requests to the CAI is not affected.
To configure the CAI:PluginRegistry form
1. In a browser, open the CAI:PluginRegistry form by opening the Application Administration

Console, selecting the Custom Configuration tab, and selecting Foundation > Advanced
Options > Command Automation Interface - PlugIn Registry.
2. In the Private Queue # field, type the private queue number that you generated in
Generating a private server queue (see page 299).
3.
3. In the CAI Pool Configuration table, select any CAI pool and click View to edit the number of
threads for the selected pool. To add a new pool, click Add, fill in the details, and click Save.
This updates the total number of threads automatically. The pool that you created here will
be used to configure the outbound messages and commands for a specific pool.
Note
On the Commands form, you can configure one of the pool numbers that you
defined in step 3. If the pool number is not defined, the default pool (#0) is used.
For more information, see Defining command parameters (see page 597).
4. Ensure that the maximum number of threads that you specified in Generating a private
server queue (see page 299) is less than the computed threads in step 3.
5. In the Log Level drop-down list, select the desired level for the CAI plug-in log entries. The
WARN level is the recommended default value.
6. Click Close to save the entry, and close the CAI:PluginRegistry form.
7. Restart BMC Remedy AR System so that CAI picks up the new private queue information.
Configuring the BMC Remedy Notification Engine threads

count
You can improve performance by changing the Escalation server threads count.
Recommendation
To take advantage of the optimized Notification Engine workflow, change the Escalation
Max Threads count from the default value of 1 to 3.
To modify the Escalation server threads count

2. Choose System > General > Server Information.
4. Select the record for the Escalation type.
5. Click in the Min Threads cell, and change the value to at least 1.
6. Click in the Max Threads cell, and change the value to at least 3.
7. Click OK.

Changing the time zone

If you have been given Administrator permissions, you can change the default time zone in the
application for your application server. It is specified by a value of Yes in the Server Timer Zone
field on the Time Zone form.
To specify a time zone
1. From the IT Home page, open the Application Administration Console.

3. Choose Foundation > Organizational Structures > Time zone, and click Open.
4. Click Search to find the time zone where your application server is located.
5. Select your time zone from the results list.
6. To make the selected time zone the default, select Yes in the Server Time Zone field.
7. Click Save.
Customizing the out-of-the-box survey notification URL

The out-of-the-box survey notification URL provides generic information. Perform this procedure to
customize the URL that is sent out with survey notifications.
You must have Administrator permissions to perform this procedure.
To customize the survey notification URL
1. Open the SYS:Attachments form from the object list.

2. Search for all records with the Attachment Definition=Survey field.
These records hold the BMC Remedy Mid Tier URL for each survey link that is sent out.
3. In the URL field data replace <arserver> and <midtierserver> with the correct server host
names that correspond to your environment.
4. Click Save.
Re-create fields for your customized join forms

After you have installed BMC Remedy ITSM, you might need to re-create fields for customized join
forms.
Note
If you have BMC Service Level Management installed, see Rebuilding request-based or
availability data sources for procedures on rebuilding service request data sources.

To identify and add join form fields that have been removed during an upgrade
1. Using BMC Remedy Developer Studio, open the forms you identified in Preserving your
customized join forms and related views during pre-installation.
2. Identify any of the join fields that previously referenced BMC Remedy ITSM fields that have
been removed by the upgrade process and add them back into the join form by performing
the following steps:
a. While displaying the form, choose Form > Add Fields from ITSM Form, where ITSM
Form is the form that the join fields previously referenced.
b. Select the fields and click OK.
c. Save the form.
Note
Placement of the field within the view is not important, as its display
properties will be updated when the views are imported.
d. Repeat for all of the affected join forms.
To import views
Using BMC Remedy Developer Studio, import the views that were exported during the pre-install
actions by performing the following steps:
1. Choose File > Import.

2. When the Import dialog appears, select the View Definitions import source and click Next.
3. Select the directory and file name that contains the view definition and click Next.
4. Add a check mark in the Import in Place option and click Finish.
5. Repeat these steps for all of the affected join forms.
About installing Adobe Flash Player

You must install Adobe Flash Player on every client computer that accesses the application.
Otherwise, errors can occur when viewing data visualization fields.
You can download Adobe Flash Player from the Adobe website.
Adding a private queue port number for Software License

Management
The following procedure describes how to manually add a private queue port number for Software
License Management.

To add a private queue port number for Software License Management
1. Backup the pluginsvr_config.xml file.

2. Edit the pluginsvr_config.xml file to remove the comment and specify a port. By default, the
pluginsvr_config.xml file is located in the C:\Program Files\BMC
Software\ARSystem\pluginsvr directory.
3. Save the file.
Note
If you want to use a private RPC queue for the Software License Management
Engine, add the following parameter to the RMDY.ITSM.RLE plugin block in the
pluginsvr_config.xml file:
<private_rpc_socket>PrivateRPCProgramNumber</private_rpc_socket>
For more information about defining a private RPC program number, see Setting
ports and RPC numbers.
The following sample displays the RMDY.ITSM.RLE plugin block of the pluginsvr_config.xml file
after you have made all of the changes described in this topic.
<plugin>
<name>RMDY.ITSM.RLE</name>
<type>FilterAPI</type>
<code>JAVA</code>
<filename>C:\Program Files\BMC Software\ARSystem\pluginsvr\rle\rle.jar</filename>
<classname>com.bmc.itsm.rle.RuleEngineFilterAPI</classname>
<pathelement type="path">C:\Program Files\BMC Software\ARSystem\pluginsvr\rle<
/pathelement>
<pathelement type="location">C:\Program Files\BMC Software\ARSystem
\pluginsvr\rle\lib\JbcParser.jar</pathelement>
\pluginsvr\rle\lib\cmdbapi7603.jar</pathelement>
\pluginsvr\rle\lib\aspectjrt.jar</pathelement>
<userDefined>
<server_name>w2k3-sv-vm1</server_name>
<server_port>0</server_port>
<private_rpc_socket>390636</private_rpc_socket>
</userDefined>
</plugin>
Related topic
Rule Engine plug-in configuration

Creating preference records

The following information explains how to create preference records:
Creating BMC Remedy AR System user preference records (see page 305)
Creating default application preference records (see page 305)
Creating BMC Remedy AR System user preference records

You must define a BMC Remedy AR System user preference record for each user who needs user
preferences for accessing the application from a browser. A user will require a user preference
record when, for example, they need to see data using a locale other than English.
When users log in, they specify the report server name in the Preference server field of the Login
dialog box.
To add a user preference record
1. From IT Home page, open the AR System Administration Console.

2. Choose User Preferences > My User Preferences.
3. In the Login Name field of the AR System User Preferences form, type the login name of the
user for whom you are adding this record.
4. In the Short Description field, type any additional information for the user.
5. Click the Advanced tab.
6. Type the name of the BMC Remedy AR System server on which you installed the
application (which includes the predefined reports server) in the Report server field.
7. If this user needs to view reports from a browser:
a. Click the Web tab.
b. In the Crystal Report Viewer field, select ActiveX for a Microsoft Internet Explorer
browser or HTML with frames for a Firefox or Mozilla browser.
8. Click Save.
Creating default application preference records

This procedure describes how you create default application user preferences that the system
references until the user creates their own preference record.
Note
When using Modify All statements to update Application Preference records, make sure
that the qualification in your statement does not include the System Default record. Using
Modifying All to update the System Default record can have unexpected results. BMC
recommends that you make a backup copy of the System Default Preference records
before making changes to them.

To create default application user preferences
1. Open the Application Preferences form (CTM:CFG-ApplicationPreferences).

2. Modify the System Default record to include default preferences for each application
module.
Configuring the appquery plugin for a private RPC server

queue
To assist with improving performance, you may choose to create a private RPC server queue and
configure the appquery plugin to support it:
To create a private RPC server queue (see page 306)

To configure the appquery (conquery) plugin (see page 307)
To create a private RPC server queue
1. In your browser, open the AR System Administration Console and select System > General
> Server Information.
2. Select the Ports and Queues tab.
3. Use the private RPC program number from one of the following ranges (for example,
390685):
390621 - 390634
390636 - 390669
390680 - 390694
Note
Ensure that the selected RPC program number is not already in use by
referring to the list of private RPC queues that have already been created in
the Ports and Queues tab.
4. Change Min Threads to 4 and Max Threads to 6.

Min Threads and Max Threads can be configured based on server load and the number of
concurrent users. Use the preceding values to start. These parameters can be tuned later
by the administrator depending upon the load.
5. After the Private RPC number is added, click Apply.
6. Confirm that the ar.cfgcontains the RPC program number that you just added:
a. Open the ar.cfg file using a text editor. The default path for ar.cfg is C:\Program
Files\BMC Software\ARSystem\Conf\ar.cfg.
b. Look for the RPC program number that you just added (for example, 390685) in the
ar.cfg file.
c.
c. If the corresponding changes are not reflected, add them manually using the text
editor and by referring to the screenshot below.
To configure the appquery (conquery) plugin

2. Open the pluginsvr_config.xml file. The default path for this file is C:\Program Files\BMC
Software\ARSystem\pluginsvr\ pluginsvr_config.xml.
3. Change the Private-RPC-Socket value so it is the same as the RPC program number in step
3 of the previous procedure.
<plugin>
<name>REMEDY.ARDBC.APPQUERY</name>
<code>JAVA</code>
<filename>C:\Program Files\BMC Software\ARSystem\pluginsvr\qry\conquery.jar<

/filename>
<classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>

<pathelement type= "location" >C:\Program Files\BMC

Software\ARSystem\pluginsvr\qry\conquery.jar</pathelement>
<pathelement type= "location" >C:\Program Files\BMC

Software\ARSystem\pluginsvr\foundation_shared\ITSMCommonUtils.jar</pathelement>
<pathelement type= "path" >C:\Program Files\BMC Software\ARSystem\pluginsvr\qry<

/pathelement>
<userDefined>
<server_name>vw-pun-asp-pr20</server_name>
<server_port> 0 </server_port>
<Private-RPC-Socket> 390685 </Private-RPC-Socket>
</userDefined>
</plugin>
<plugin>

5. Verify the private RPC queue:
a. In your browser, open the AR System Administration Console, and select System >
General > Server Information.
b. Select the Port and Queues tab.
Configuring the environment for accessibility

This section describes the optimal environmental settings for the best performance for users with
disabilities.
Note
For best performance for users with disabilities, use the BMC Remedy Mid Tier to access
the BMC Remedy ITSM applications. This is especially important if you use the Freedom
Scientific JAWS screen reading software and keyboard access as your primary interface
tools.
Setting accessibility options (see page 309)

Software recommendations for using text-to-speech readers (see page 310)
Configuring the JAWS screen reading software (see page 311)
Configuring accessibility options in Microsoft Windows (see page 311)

Related topics
Known issues for accessibility (JAWS screen reading software) (see page 56)
Making your application accessible - Section 508 compatibility
Setting accessibility options

Users with disabilities can use keyboard and screen-reading software, such as Freedom Scientific
JAWS for Microsoft Windows. To enable the software to present data as a table and then read the
table, you must set accessibility options. To ensure the best performance when you use BMC
Remedy ITSM products with accessibility options, ensure that your application is configured
correctly.
Notes
You must have BMC Remedy AR System administrator permissions to change

these settings.
Set preferences for each user in BMC Remedy AR System. Each user must have
a separate entry in the BMC Remedy AR System User Preferences form.
To set accessibility options
1. Open the BMC Remedy AR User Preferences form.

2. Click the Accessibility tab.
3. Select the Accessible Mode option. The accessibility mode defines sight-impaired users'
capabilities for a generated HTML page.The following options are available:
Default — No optimization.
Screen Magnifier/Low Vision — Accessed by Low Vision users with a third-party
screen magnification device.
Screen Reader/No Vision — Accessed by No Vision users with an assistive device,
such as JAWS.
Notes
When adding image buttons to a form, you must add a label for the
button image or alternative text so that screen readers can read the
ALT tag for the image. When the No Vision option is set in user
preferences, the screen reader uses the label text or alternative text.
For Low Vision users, when you use the zoom capability of the
browser, form fields are truncated if:
The following settings are selected for Internet Explorer
Ignore Colors Specified on Webpages

Ignore font styles Specified on Webpages

Ignore font sizes Specified on Webpages
The following setting is disabled in Firefox
Allow pages to choose their own fonts, instead of my
selections above
4. Select the Accessible Message option. Accessibility controls the amount of non-visual
feedback provided through active links.The following options are available:
No Action — No messages are shown for accessibility. Active link message actions
of the Accessible type are ignored.
Message Action — Displays accessibility messages defined by an active link
message action of the Accessible type.
All Actions — Displays accessibility messages to reflect visual changes on the page,
as well as accessibility messages defined by an active link message action of the
Accessible type.
5. Save the form.
6. In the BMC Remedy Mid Tier system that supports the deployed BMC Remedy ITSM
application, specify the server that contains the accessibility user preference as the
preference server.
a. Open the AR System Administration Console, and click System > General > Server
Information.
The AR System Administration: Server Information form appears.
b. Click the Advanced tab.
c. From the Preference Server list, select Use This Server. The preference forms must
be available on the server. For more information about setting the preference server,
see Establishing a mandatory preference server in the BMC Remedy AR System
documentation.
d. Click OK.
Software recommendations for using text-to-speech readers

To ensure the best performance when you use BMC Remedy ITSM applications with the Freedom
Scientific JAWS screen-reading software, the following software packages are required:
One of the following operating systems:

Microsoft Windows XP, 32-bit only
Microsoft Vista, 32-bit or 64-bit (Enterprise, Business, Ultimate)
Microsoft Windows 7, 32-bit or 64-bit (Professional, Enterprise, Ultimate)
Microsoft Internet Explorer 8.1
JAWS screen reader 11.x

Configuring the JAWS screen reading software

This topic explains how to configure the BMC Remedy ITSM applications to use the Freedom
Scientific JAWS screen reading software.
To configure the JAWS screen reading software
1. Open the JAWS screen reading application.

2. Choose Utilities > Configuration Manager.
Ensure that the focus is on the Configuration Manager window.
3. Choose Set Options > HTML Options.
Ensure that the focus is on the HTML Options dialog box.
4. Click the Links tab.
5. From the Text Link Options group, select Use Title Format.
6. Click OK.
7. Close the Configuration Manager.
8. On the relevant dialog box, confirm the Save Configuration option.
9. Customize the JAWS 11 settings once on every machine:
a. Press Insert+Shift+V to open the Personalized Site Setting dialog box.
b. Select Link Settings > Filter Consecutive Duplicate Links. (This option is set to On by
default.)
c. Clear Execute to Set Filter Consecutive Duplicate Links to turn that feature off. This
disables filtering of duplicate and consecutive page links on the Web client.
Related topic
Known issues for accessibility (JAWS screen reading software) (see page 56)
Configuring accessibility options in Microsoft Windows

This section provides the following procedures for configuring Microsoft Windows operating
systems for optimal accessibility:
Configuring the Start menu (see page 311)

Configuring display options (see page 312)
Setting up folders (see page 313)
Setting up Windows Explorer (see page 313)
Configuring system performance (see page 314)
Section 508 compliance issues (see page 314)
Configuring the Start menu

Use the following steps to configure the Start menu options.
To configure the Start menu
1. Press Ctrl+Esc on your keyboard to open the Start menu.
2.
2. Type S to open the Settings menu, and press Enter.

The Settings submenu options are displayed.
3. Type C for Control Panel.
4. Press the T until your hear the words "taskbar and start menu," and then press Enter.
The Taskbar and Start menu properties dialog box appears.
5. On the Taskbar tab, perform the following actions:
If the Group similar taskbar buttons option is selected, press Alt+G to deselect it.
If the Hide inactive icons options is selected, press Alt+H to deselect it.
6. Press Ctrl+Tab to select the Start Menu tab.
7. Press Alt+M to select the Classic Start menu option.
8. Press Tab until you hear "OK", and press Enter to save the changes.
Configuring display options

Use the following steps to configure Windows display options.
To configure display options
1. Press CTRL+ESC on your keyboard to open the Start menu.

The Start menu appears.
The submenu options for Settings appears.
3. To open the Display properties dialog box, type C for Control Panel.
4. Press the letter D on your keyboard until your hear the word "display," and then press Enter.
The Display properties dialog box appears.
5. On the Themes tab, make sure that the Windows XP option is selected in the Themes drop-
down list.
The Windows XP options appear depending on the version of Windows you are using.
6. Press CTRL+TAB to select the Desktop tab and perform the following actions:
Press ALT+K to select the Background list, and type B until you select Bliss.
Press ALT+P to select the Position drop-down list, and press the down arrow key
until you select Stretch.
7. Press CTRL+TAB to select the Screen Saver tab, and perform the following actions:
Press ALT+S to select the Screen saver drop-down list.
Press PAGE UP until you select (None).
8. Press CTRL+TAB to select the Appearance tab, and perform the following actions:
Press ALT+W to select the Windows and buttons list, and type W until you choose
the Windows Classic style option.
Press ALT+C to select the Color scheme drop-down list, and type W until you choose
the Windows Standard option.
Press ALT+F to select the Font size list, and type N until you choose the Normal
option.
9. Press TAB until you hear "OK", and press Enter to save the changes.

Setting up folders
Use the following steps to set up Windows folder options.
To set up folders
1. Press and hold the Windows key on your keyboard and type M to view the Windows
Desktop.
All other windows minimize and the Desktop appears.
2. Type M for My Computer and press Enter.
Note
If you have renamed the My Computer icon, you need to type the starting letter of
your computer name instead of M.
The My Computer window appears.

3. Press ALT+T to display the Tools menu.
4. Press ALT+O to open the Folder Options dialog box.
5. On the General tab, perform the following tasks:
Press ALT+I to select the Use Windows classic folders option in the Tasks section.
Press ALT+M to select the Open each folder in the same window option in the
Browse folders section.
Setting up Windows Explorer

Use the following steps to set up Windows Explorer options.
To set up Windows Explorer
1. Press Windows+E to open Windows Explorer.

2. Press ALT+V to display the View menu.
3. Type I and then N to choose the Arrange Icons by Name option.
4. Press ALT+V to display the View menu.
5. Type I to display the Arrange by Icons option.
If the Show in Groups option is checked, move to the option and press Enter to uncheck it.
6. Press ALT+T to display the Tools menu.
7. Type O to display the Folder Options dialog box.
8. Press CTRL+TAB to select the View tab.
9. Press the space bar to select the Apply to All Folder button, and press ALT+Y to accept the
changes to the folder views.

Configuring system performance

Use the following steps to configure the system performance settings on your computer.
To configure system performance
1. Press CTRL+ESC on your keyboard to open the Start menu.

The Start menu appears.
The submenu options for Settings appears.
3. To open the System properties dialog box, type C for Control Panel.
4. Press the letter S on your keyboard until your hear the word "system," and then press Enter.
The System properties dialog box appears.
5. Press CTRL+TAB until you select the Advanced page.
The Advanced page appears.
6. Press ALT+S to activate the Performance Settings button.
The Performance Options dialog box appears.
7. On the Visual Effects tab, if the Custom option is selected, make sure that the following
properties are unchecked:
Animate windows when minimizing and maximizing
Slide open combo boxes
Smooth-scroll list boxes
Use visual styles on windows and buttons
8. Press Enter to close the Performance Options dialog box.
9. Press TAB until you hear "OK", and press Enter to close the System properties dialog box.
Section 508 compliance issues

This section describes the compliance issues for the BMC Remedy Web Client.
Note
The sub-headings shown in the Criteria column refer to specific sections in the Section
508 Software Voluntary Product Accessibility Template (VPAT) Report.
Criteria Remarks
Section 1194.21 Software

Applications and Operating Systems
(a) When a software is designed to BMC Remedy Smart Reporting can be utilized to create charts which are visual rather
run on a system that has a keyboard, than textual. The user can also direct the application to create textual content. This is all
product functions shall be executable at the user's discretion.
from a keyboard where the function
itself or the result of performing a
function can be discerned textually.

Criteria Remarks
(c) A well defined on-screen indication BMC Remedy Smart Reporting has a well-defined focus, but cannot always be tracked
of the current focus shall be provided by Assestive Technologies.
that moves among interactive
interface elements as the input focus
changes. The focus shall be
programmatically exposed so that
Assestive Technology can track focus
and focus change.
(f) Textual information shall be BMC Remedy Smart Reporting does not support this requirement.
provided through operating system
functions for displaying text. The
minimum information that shall be
made available is text content, text
input caret location, and text
attributes.
1194.22 Web-based Intranet and

Internet Information and Applications
(a) A textual description for every non- Although the BMC Remedy Web Client provides alternative text (alt text) for most of its
text element should be provided (for images, a number of key images used to render image links do not provide appropriate
example, by way of alternative text, alt text that conveys the meaning, state, or action that is conveyed visually. Also, a
longdesc, or element content). small number of static images do not contain appropriate alt text.
In a small number of cases, the textual equivalents are inappropriate or inadequate:
For BMC Change Management, BMC Knowledge Management and BMC

Service Desk, the primary example involves the Process Flow Status bar, in
which the image links that render the several status names are described as
buttons, rather than their visually rendered text. Along with other issues, this
makes it difficult for screen reader users to use the Process Flow Status bar and
its accelerator menu successfully. However, the applications offer other methods
of identifying a record's status and moving it to the next stage.
On the BMC Asset Management console home page, the image’s alt text for the
menu used to select which asset type to create is unclear. Also, in the Upgrade
License Certificate wizard of Software Asset Management, many of the textual
equivalents are incorrect.
Many text links provide additional information about their target, action, or state
via title attributes. Users of the Freedom Scientific JAWS screen-reading
program should ensure that their screen reader is configured to announce text
links by their title attributes when using the mid tier.
In BMC Knowledge Management:
The creation of a Decision Tree knowledge article is inaccessible to
screen reader users. In this highly-visual component, the nodes of the tree
do not provide any textual equivalents to indicate their type, level, or state.
Other problems include severe keyboard accessibility problems that are
discussed in section 1194.22, “Web-based Intranet and Internet
Information and Applications,” of the Section 508 Software VPAT Report.
The pages exhibit many images that are functionally static but are
rendered as active image links. This problem hinders page
comprehension and navigation, since these image links appear in the tab

Criteria Remarks
order but do not function. It occurs throughout the application, particularly

in the Knowledge Registration Wizard step indicator panel, the Counts
panel of the Knowledge Management Console home page, and the page
header.
In Agent-to-Agent Chat, some textual equivalents are missing, inadequate, or
confusing. This includes elements used to trigger or comprehend tree controls,
menus, submenus, and dialog boxes; and to accept or reject a chat invitation.
In the Service Request Designer console of BMC Service Request Management,
the images that convey the completed, current, and upcoming steps have
confusing alternative text. Also, the links that render page tabs in the Request
Details dialog box do not indicate their role.
Images and hidden text that are non-functional (but that are inappropriately
rendered as active links) hinder page comprehension and use.
Many text links provide additional information about their target, action, or state via title
attributes. JAWS users should ensure that their screen reader is configured to
announce text links by their title attributes when using the BMC Remedy Web Client.
JAWS 11.0 users should also turn off the Filter Consecutive Duplicate Links option.
While this feature can reduce the frequency of duplicate links in BMC Remedy Web
Client pages, it can also prevent some important image links from being read.
A majority of non-text elements within the BMC Remedy Smart Reporting application
has an accompanying alt text description.
(b) Equivalent alternatives for any BMC Remedy Smart Reporting does not support this requirement.
multimedia presentation shall be
synchronized with the presentation.
(c) Web pages should be designed The BMC Remedy Web Client uses color as the primary means of communicating
such that the information supported selection state for certain elements.
with color is also available with no
color (for example, from context or For example, each event displayed in the Calendar application uses color codes to
indicate its risk level or states (such as Outages or Collision), but there is no textual
markup).
equivalent to these color codes within the event as it appears in the Timeline or
Calendar views. These values are indicated textually in the expandable Details panel,
but users cannot select an event from the keyboard, so event details cannot be
displayed.
(d) Documents should be organized The BMC Remedy Web Client requires style sheets. BMC Remedy AR System
so they are readable without requiring supports changes to the visual appearance of any form through custom form views.
an associated style sheet.
In isolated cases, the reading order or tab order of page content conflicts with its visual
order and intended use.
The primary examples are:
The stages within the Process Flow Status bar are not read in the correct order.
In Change Management, within the Calendar application's Preferences and
Manage Queries dialog boxes, the reading order of content, controls, and
headings is out of sync with the visually-rendered order.
The Software Asset Management's Upgrade License Certificate wizard and its
Certificate Product Association page are read out of order.
On the Knowledge Management Console homepage, the elements above the
Knowledge Articles table field that allow the user to control what to show and
filter are read out of order compared to their visual order and intended order of
use.

Criteria Remarks
BMC Remedy Smart Reporting does not support this requirement.
(e) Redundant text links shall be BMC Remedy Smart Reporting does not support this requirement.
provided for each active region of a
server side image map.
(f) Client side image maps shall be BMC Remedy Smart Reporting does not support this requirement.
provided instead of server side image
maps except where the regions
cannot be defined with an available
geometric shape.
(g) Row and column headers should Change Management identifies headers within most of its table fields. Within the
be identified for data tables. Calendar application's EventList and Timeline views, the column headers for the main
data tables do not appear within the same tables as the event data. This makes it
difficult to comprehend the meaning of event data and to differentiate the start and end
dates of the displayed events.
(h) Markup should be used to The BMC Remedy Web Client associates data table headers with data cells within table
associate data cells and header cells fields.
for data tables that have two or more
logical levels of row or column However, in the Web Report option, although column headers are identified, markup is
headers. not provided to associate header and data cells for simple or complex data tables.
(i) Frames should be titled with text The BMC Remedy Web Client uses inline frames to render certain content and controls.
that facilitates frame identification and When such frames are used, a title attribute is provided, but the value might be unclear,
navigation. such as SlmDVF.
In Knowledge Management, the inline frames in which knowledge search results are
rendered do not have title attributes, which are required for compliance. As a fallback,
the JAWS screen reader substitutes another attribute (name), which contains
meaningless values.
In the customizable Home page, the inline frames in which portlet content is rendered
have vague title attributes. These attributes refer to each portlet's relative location within
the page, rather than to its content.
(k) A text-only web page shall be A small number of features are not offered in Screen Reader or No Vision accessibility
provided as a last resort method for mode. In some of these cases, the accessibility mode provides an alternate (though
bringing a web site into compliance less direct) method of accessing the same information and controls.
with the other requirements for Web-
based Intranet and Internet In BMC Knowledge Management, the ability to create or edit knowledge articles in
Information and Applications. The HTML markup or with Rich Text is not supported in No Vision mode. Users can save
content of the text-only page shall be content as plain text only.
updated whenever the primary page
changes.
(l) When pages utilize scripting The BMC Remedy Web Client uses scripting to display the majority of page content and
languages to display content or to update the user interface without a round-trip to the server, and to set focus among
create interface elements, the other uses.
information provided by the script
should be marked with functional text This functionality has been tested extensively with Assistive Technologies to ensure that
that can be read by Assistive it can be controlled and rendered properly. It was tested with JAWS version 11.0 (the
Technology. only version supported for use with BMC Remedy AR System applications in Screen
Reader or No Vision mode).

Criteria Remarks
The BMC Remedy Web Client uses dialog panels (simulated dialog boxes) to render a
variety of content types.
Some of the accessibility requirements for simulated dialog boxes are not met:
The dialog panels' contents are always rendered at the end of the page content.
BMC Remedy Web Client moves focus from the dialog panel-triggering link to
the start of the dialog panel, allowing users to immediately begin reading its
contents. The exception involves the display of a knowledge article from the
BMC Service Request Management Request Entry console; focus is not
successfully moved to the dialog panel in which articles are displayed, forcing the
user to locate it by other methods.
When the user closes or cancels some of these dialog panels, focus is shifted to
the end of the page, rather than being returned to the triggering link.
The dialog panels do not textually mark the boundary between their content and
the rest of the page. With one exception, the links that trigger them do not
indicate this special action.
In isolated cases, focus problems occur when focus is not moved to reflect dynamic
content changes, or when focus is inappropriately moved. This is applicable in several
cases within the Request Entry console of BMC Service Request Management.
Some table fields, including those in the Overview Console and in the dialog panels for
Recent Entries and Global Search Results, do not offer a row action link that allows
keyboard users to trigger the same navigation to an entry that double-clicking with a
mouse performs. Keyboard users must navigate to pages by other, less-direct methods.
If the user tabs past the last active element in the dialog panels, the browser moves
focus to the address bar (which is a normal behavior). However, the web page rejects
the action when a user presses Shift+Tab to try to return to the dialog panel., The tab
order remains stuck in the browser's controls. (A verified workaround is to switch to a
different browser tab and then switch back to the tab with the page.)
In the Calendar application of Change Management, users can use only a mouse to
activate critical-path elements. Using the keyboard is not supported. For example, users
cannot use the keyboard to:
Select an event, row, or ID before they can view its data in the Details panel in
the views for Calendar, EventList, and Timeline.
Trigger the context menu that allows them to edit an event or open the related
request or service context.
Trigger the elements that control the Predefined Queries tree or that show
dependent tasks; these are only “clickable images.”
Use the column-sorting menu in the EventList view.
Control other active elements such as the Settings menu.
In Change Management, when uses of ARIA are incorrect, invalid, or out of sync with
the keyboard-related scripting, screen reader users encounter major barriers. Most
severely, the application role locks the JAWS screen reader into its Forms mode,
making it difficult to navigate through Calendar content. The pop-up calendar control is
also inaccessible due to invalid uses of ARIA.
In isolated cases in BMC Service Request Management, active elements are not in the
tab order, but can still be selected if the user navigates to them by methods other than
tabbing. The only significant case involves the links to knowledge articles that are
offered after performing a search from the Request Entry console.

Criteria Remarks
In Knowledge Management, screen reader users cannot use the keyboard to access
“Decision Tree” knowledge articles. Some of the keyboard commands conflict with
commands that screen readers and browsers use. Also, a keyboard accessibility
paradox occurs—users cannot activate move, insert, and create links from the keyboard
because keyboard focus must remain on the node so that the links can act on them.
In the Agent-to-Agent Chat feature, some accessibility issues occur related to key Chat
feature controls used prior to an active Chat. Scripting and the corresponding
implementations of ARIA within Chat controls do not provide full and intuitive keyboard
support. This includes controls such as the user Status submenu and the Start
Conversation dialog box's tree control that identifies users to chat with.
Scripting is used to exert control over the tab order within complex pages and
components. When tabbing forward or backward, users may experience some low-
severity issues, usually associated with individual tab stops.
For general use and several mid-tier features and control types, screen reader users
must use specific configuration options, cursor modes, keyboard commands, and so on.
For more information, see Configuring the environment for accessibility (see page 308).
(n) When electronic forms are BMC Remedy Web Client form controls include information about their name, type, and
designed to be completed online, the use to Assistive Technology users. This information is provided through label elements
form shall allow people using Assistive and title attributes.
Technology to access the information,
field elements, and functionality Most form controls are properly labeled. However, in a small number of cases, the
required for completion and explicit labels are duplicated, missing, or do not properly describe the fields. For some
submission of the form, including all fields, the form control groups in which they occur are not identified. For example, in
directions and cues. Identity Request Management forms such as Password Change Request (accessed
through Request Entry), the row selection check boxes do not provide explicit labels.
This makes it more difficult to select records, and some required fields are not indicated
explicitly. For some fields, the form control groups in which they occur are not identified.
A significant, though isolated, case involves the new Advanced Global Search dialog
box, specifically the cell-based table in the Sources section, where users specify the
types of items to search for. The combination of unlabeled check boxes, vague and
duplicated labels of disabled text boxes, and identical sets of links whose actions are
unclear makes it difficult to select the items to search for.
In BMC Service Request Management, frequent occurrences of inactive elements or

static content appearing in the tab order. These mostly fall into these types:
Text blocks that are rendered as the values of read-only edit fields that are not
parts of a form
Static images that are rendered as non-functional image links
The presence of these inactive elements in the tab order hinders the comprehension
and use of forms and the overall pages.
Users may experience problems with tab order and reading order when navigating
through pages or completing forms. The primary causes for this problem are:
The order of content and controls within the page source, which differs from the
implied visual order and intended use

Criteria Remarks
Tab order problems generally resulting from scripts used to control the tab order
through certain types of controls and content
Most instructions and error messages are provided in an accessible manner. Also, a
permissions-related warning is not located where visually challenged users will likely
encounter it.
(o) A method should be provided that Most dialog boxes and pages of the BMC Remedy Web Client do not require a skip link
permits users to skip repetitive because they have no repetitive navigation links.
navigation links.
For the console home pages (Work Order, Change and Release console, Incident and
Problem console, Knowledge Management console) and other complex pages that
have a large number of global and contextual navigation links , no skip link is provided.
Users must manually navigate to reach the main content area. In many of these pages,
initial focus is set at the start of the main content area, such as in the first form field.
1194.31 Functional Performance

Criteria
(a) At least one mode of operation and The BMC Remedy Web Client supports visually impaired users in Screen Reader or No
information retrieval that does not Vision mode of BMC Remedy AR System. For screen reader enhancements to render
require user vision should be properly within the BMC Remedy Web Client, and for the elements to work effectively
provided, or support for Assistive within Assistive Technologies, the mode must be set for individual users.
Technology used by people who are
blind or visually impaired should be For both general use and the use of a variety of BMC Remedy Mid Tier features and
provided. control types, screen reader users are required to use specific configuration options,
cursor modes, keyboard commands, and so on. For more information see, Configuring
the environment for accessibility (see page 308).
The BMC Remedy Web Client version 8.1 was extensively tested using JAWS 11.0,
which is the only version currently supported for use with BMC Remedy AR System
applications.
Heading elements in console home pages, modify and search pages, and components
such as the new dialog panels are not structured. This significantly reduces how much
screen reader users can comprehend and navigate.
With the exception of screens that open in separate pop-up windows, the BMC Remedy
Web Client consoles and view, modify, and search pages use the same generic page
title, which does not reflect the current console or mode. For example, In BMC Service
Management, the action and target of links are usually recognized within context,
through the provision of customized link title attributes, or both. In isolated cases, the
action or target of a link is not indicated. For instance, one pair of links uses the
symbols >> and << to visually imply their show/hide behavior, while another pair uses >
and < to visually imply their add/remove behavior.
For certain visual components, such as the new set of navigation and breadcrumb links,
the links in tree controls, and the set of links for each entry in cell-based tables users
will encounter a few inactive elements in the tab order. Only some of the elements
indicate that they are disabled.
In BMC Service Request Management, the Request Entry's Provide Information form
includes simulated controls to select a date and time. These simulated controls are not
accessible to screen reader users. However, their use is optional, as the data can also
be entered directly into the associated fields.

Criteria Remarks
Table fields in Change Management and the Work Order console of BMC Service
Request Management allow users to customize the display of data by adding or
removing columns. However, screen readers detect and announce every possible
column, regardless of whether it has been added or removed. This can double or triple
the data through which visually impaired users must navigate, greatly reducing the
ability to navigate and comprehend the overall data set.
In a small number of cases involving cell-based tables in Knowledge Management, sets

of links have identical text, no title attributes are provided, and the target and action of
these links are not recognizable within context.
BMC Remedy Smart Reporting requires user vision and is not fully compliant with
assestive technology solutions.
(b) At least one mode of operation and BMC Remedy Web Client provides support for screen magnification software and for
information retrieval that does not low vision users in the Screen Magnifier or Low Vision mode of BMC Remedy AR
require visual acuity greater than 20 System.
/70 shall be provided in audio and
enlarged print output working together In Low Vision mode, the color contrast of some static header content is poor in a few
or independently, or support for cases, most prominently in the page header.
Assistive Technology used by people
BMC Remedy Smart Reporting output display can be enlarged as required to cater to
who are visually impaired should be
provided. individuals with impaired vision.
(f) At least one mode of operation and BMC Remedy Web Client does not require fine motor control or the use of simultaneous
information retrieval that does not actions.
require fine motor control or
simultaneous actions and that is However, incorrect tab order and inactive elements in the tab order may make parts of
operable with limited reach and BMC Remedy Web Client cumbersome for keyboard-only users.
strength should be provided.
Some of the accessibility issues in the Agent-to-Agent Chat feature that pose
accessibility problems for screen reader users (as discussed in this topic) may also
affect keyboard-only users and users of speech input software.
Section 1194.41 Information,

Documentation and Support
(a) Product support documentation All documentation on the BMC Remedy Smart Reporting is available publicly on the
provided to end-users shall be made BMC Online Technical Documentation portal. This can be exported and converted to
available in alternate formats upon alternate formats.
request , at no additional charge.
Configuring BMC Service Request

Management
The topics in this section discuss configuring BMC Service Request Management after installation.
Configuring the Submitter mode for BMC Service Request Management (see page 322)
Configuring the mid tier for BMC Service Request Management (see page 322)
Setting up JBoss to work with BMC Service Request Management (see page 323)

Configuring the Submitter mode for BMC Service Request

Management
After installation is complete, you must perform the following procedure to enable users to update
service requests that they submitted, even if they do not have write permissions.
To configure Submitter mode
1. From the BMC Remedy AR System Administration Console, select System > General >
Server Information.
2. In the Licenses tab, set Submitter Mode to Locked.
3. Click OK.
Related topic
Enabling submitters to modify requests
Configuring the mid tier for BMC Service Request Management

The BMC Remedy Service Request Management Application Settings form is used to configure
the mid tier path.
In addition, this form displays information about multi-tenancy settings for the Request Entry
console. Use this form to determine if your organization supports multi-tenancy or usage by a
single default company.
You can also use this form to determine if your organization allows unknown users to access the
Request Entry console to submit service requests. For information, see Allowing unknown users to
access the Request Entry console.
Note
Multi-tenancy is how access control to data is enforced in BMC Remedy Service Request
Management. For example, when you create an SRD, you either specify which company
it belongs to, or you designate it as a "global" SRD. As a result, if the SRD is attached to
Calbro Services, for example, only users who belong to Calbro Services can access it.
But if the SRD is global, you are allowing any users to see it, regardless of the company
to which they belong.
To configure mid tier and multi-tenancy settings
1. From the Application Administration Console, click the Custom Configuration tab.
2.
2. From the Application Settings list, choose Service Request Management > Advanced >
Application Settings, and click Open.
3. If Single-Tenancy appears in the Tenancy Mode field on the Application Settings form,
specify whether to allow guest users to access the Request Entry console, as follows:
a. In the Allow Unknown Users field, select Yes or No.
b. If you select Yes, specify the proxy login information.
Note
If Multi-Tenancy appears in the Tenancy Mode field, your organization uses

the Company field for access control. You cannot allow guest users to
access the system; only users registered in the People form are allowed
access. For information, see Allowing unknown users to access the
Request Entry console.
4. In the Mid Tier Path field, enter the default path of the BMC Remedy Mid Tier using the fully-
qualified domain name format, for example:
http://255.255.255.255:8080/arsys
http://ccm-five1-vm2.labs.acme.com/arsys
http://chardonnay.labs.acme.com:8080/arsys
5. Click Save.
Setting up JBoss to work with BMC Service Request

Management
Because JBoss uses its own libraries and does not automatically pick up the library files that come
with BMC Remedy Mid Tier, you must copy the files to the <midTierInstallationFolder>/WEB-INF/lib
folder.
To set up JBoss to work with BMC Service Request Management
1. Stop JBoss.
2. Copy the following files to the <midTierInstallationFolder>\WEB-INF\lib folder:
classes.jar
antlr.jar
stringtemplate.jar
plugin-api.jar

gson-1.3.jar
You can find these files in the <midTierInstallationFolder>\PluginsCache folder for the
SRMSServiceRequestBrowser plug-in.
3. Restart JBoss.
Configuring BMC Service Level Management

The following topics describe how to configure BMC Service Level Management after you install
the product:
Changing the application server host and port number in web services filters for the BMC
SLM Collector (see page 324)
Using application servers to support BMC SLM Collector installations (see page 325)
Setting up JTS Compiler (see page 327)
Rebuilding request-based or availability service target data sources (see page 328)
Configuring BMC SLM dashboards (see page 328)
Creating unique names for BMC SLM service targets and service level agreements (see
page 330)
Configuring secure communication from a BMC SLM Collection Point (see page 330)
Changing the application server host and port number in web

services filters for the BMC SLM Collector
Note
This procedure is required only if you change the application host or port number for the
BMC Service Level Management (SLM) Collector after installing the application.
Most application servers are configured to use port 8080 by default. This means that the Web
Service Description Language (WSDL) used for communication between the BMC Remedy AR
System server and the BMC SLM Collector embeds localhost:8080 as the location of the BMC
SLM Collector.
The BMC SLM installation prompts you for the server and port number of the BMC SLM Collector if
the Collector is being used. If you move the Collector to an application server with a different server
or port number from what you specified during the BMC SLM installation, you must change the web
service filter definitions to make sure they point to the correct host and port numbers.

To change the application server host and port number in WSFilters.xml
1. Using a text editor, open WSFilters.xml.

This file is located under the BMC BMC Service Level Management program installation
directory. For example, the default location for Microsoft Windows is:
C:\Program Files\BMC Software\BMCServiceLevelManagement\ar\slm\workflow\en
2. Search for /daytona/services and inspect the host:port value that precedes it.
Replace all occurrences of the existing host:port with the host and port number on which
you installed the application server.
3. Save the file.
4. Using BMC Remedy Administrator, import the WSFilters.xml definitions to the BMC Remedy
AR System server on which BMC BMC Service Level Management is installed. Make sure
that you select the Replace Objects on the Destination Server option when you perform the
import operation.
For information about importing definitions to an BMC Remedy AR System server, see BMC
Remedy AR System definitions.
Using application servers to support BMC SLM Collector

installations
The following topics describe how to use application servers or servlet engines with the Collector:
To add the Collector to an existing BMC SLM installation (see page 326)
To move a previously installed Collector to a new application server (see page 326)
To use performance or SIM-based service targets, you must install the Collector.
Note
The Collector is an optional component and can be omitted if you do not need to create
performance or SIM-based service targets.
Using the Collector requires a supported application server or servlet engines, for example,
Apache Tomcat. The application server or servlet engine implements the Java servlets and allows
for the execution of a Java web server environment.
For more information on supported servers, see the BMC Service Level Management Collector
Information on the planning spreadsheet in the BMC Remedy ITSM Suite Deployment online
documentation.
For information on how the Collector functions in a server group environment, see Installing in
the BMC Remedy ITSM Suite Deployment online documentation.

To add the Collector to an existing BMC SLM installation
1. Install one of the supported application servers or servlet engines.

2. Run the BMC SLM installer with only the Collector component selected.
3. If the Collector server is not the same server as the AR Server, or the HTTP port number is
not 8080, then you must edit and import the file WSFilters.xml found under the BMC SLM
installation directory by completing the following steps:
a. Open the file, SLM_APP_INSTALL_HOME>\ar\slm\workflow\en\WSFilters.xml
b. Search for the pattern http://<COLLECTOR_SERVER>:<PORT_NUMBER>/daytona.
(The default is http://<localhost:8080>/daytona).
AND
Replace every instance of<COLLECTOR_SERVER>:
<PORT_NUMBER>with<COLLECTOR_SERVER>:
<NEW_PORT_NUMBER>where<NEW_PORT_NUMBER>is the http port of the
application server or servlet engine in which the Collector is running,
and<COLLECTOR_SERVER>is the server that hosts the application server or servlet
engine.
c. Using DevStudio, import the edited WSFilters.xml file as a definition file into the BMC
Remedy AR Server.
d. Choose to import all and click the check box to overwrite existing objects.
To move a previously installed Collector to a new application server

The Collector can share an application server or servlet engine with other BMC platforms.
Although, due to performance and memory requirements for various web applications, you might
want to move the Collector to its own application server or servlet engine. To move an installed
version of Collector to a new application server, complete the following steps:
1. Stop the existing application server or servlet engine.

2. Uninstall the Collector.
This removes the Collector web application.
3. Start that existing instance again.
4. Install the Collector to a new application server/servlet engine.
5. Open the file: SLM_APP_INSTALL_HOME>\ar\slm\workflow\en\WSFilters.xml
6. Search for the pattern Search for the pattern http://<COLLECTOR_SERVER>:
<PORT_NUMBER>/daytona. (The default is http://<localhost:8080>/daytona).
AND
Replace every instanceof<COLLECTOR_SERVER>:
<PORT_NUMBER>with<COLLECTOR_SERVER>:
<NEW_PORT_NUMBER>where<NEW_PORT_NUMBER>is the http port of the application
server or servlet engine in which the Collector is running, and<COLLECTOR_SERVER>is
the server that hosts the application server or servlet engine.
7. Using DevStudio, import the edited WSFilters.xml file as a definition file into the BMC
Remedy AR Server.
8.
8. Choose to import all and click the check box to overwrite existing objects.
Setting up JTS Compiler

This section describes how to setup JTS Compiler in ServletExec ISAPI 5.0.
Note
This section is only for users that do not have a JDK installed to use for the SLM Collector
and want to use a JRE for ServletExec ISAPI 5.0.
To set up the JTS Compiler for ServletExec ISAPI 5.0
1. In the ServletExec Administration interface, select manage under web applications.

2. Click web.xml for the daytona web application.
3. Select Manage under Servlets, and then click Add Servlet.
4. Add the following values:
Servlet Name: JspServlet
Servlet Class: com.newatlanta.servletexec.JspServlet
5. Set the following parameter, adjusting as needed for target host specifics. In the following
example, Java JRE is installed under E:\Program Files\Java\jre6 and ServletExec ISAPI is
installed under E:\Program Files\New Atlanta\ServletExec ISAPI:

compiler = "E:\Program Files\Java\jre6\bin\java" -jar

"E:\Program Files\New Atlanta\ServletExec ISAPI"\webapps\
default\daytona\WEB-INF\lib\ecj-3.6.2.jar -classpath
"E:\Program Files\Java\jre6\lib\rt.jar;
E:\Program Files\New Atlanta\ServletExec ISAPI\lib\servlet.jar;
E:\Program Files\New Atlanta\ServletExec ISAPI\lib\ServletExec50.jar"
6. Click Submit.
Rebuilding request-based or availability service target data

sources
The service target processing life cycle logic is built into the datasource filters or rules. If any of the
filters are not built, then the rules logic is broken. In order for the service target to process correctly,
ensure that the build of the datasource is successful before you begin creating service targets. If
the datasource does not build correctly, complete the following steps.
To rebuild request-based or availability service target data sources
1. Open the Application Administration Console, and click the Custom Configuration tab.
2. In the navigation tree, click Service Level Management > Configure Application Settings >
Data Sources.
3. Select each request-based or availability data source that integrates with your application,
such as BMC Service Desk: Incident Management, BMC Change Management, or your
custom form.
4. Click the Administration tab under the Data Source Settings, and then ensure that all the
rules displayed in the table are built.
5. If a rule, for example, SLM:ServiceRequest_MeasReqAvailStrt2Stp, has a status of "Could
Not be Built," select the rule in the table, and then click Build to rebuild this rule.
Perform this step even if you are configuring your own custom form to work with BMC Service
Level Management.
Configuring BMC SLM dashboards

Both the Service Level Manager Dashboard and SLM Customer Dashboard use icons to convey
agreement and service target status. These icons are shown using BMC Remedy Mid Tier. For
these icons to appear correctly in dashboards, configure the BMC Service Level Management
Configuration Preferences form immediately after installing the BMC Service Level Management
software.
Dashboards allow you to see categorized agreement and service target information in a
summarized, visual format that makes it easy to discern the general health of your agreements and
their related service targets. In addition, by using dashboards, you can easily determine:

The direct and indirect costs of agreements that are out of compliance.
The relationships between agreements and service targets. This allows users to determine
which service targets have affected compliance by missing the defined service target goals,
as well as when the goals were missed.
Historical compliance and goal information used to calculate compliance and service target
status over defined review periods.
Service target status and impact costs applied to service targets that miss the goals defined
for the service target.
The reason that an agreement was not compliant. In addition to showing the status and
underlying service target measurements used to calculate the status, users can also attach
comments to agreement status calculations that can be viewed in dashboards as well as in
a report. This allows users to document why an agreement might not have met
expectations.
To configure dashboards
1. Open the Application Administration Console, and click the Custom Configuration tab.
2. In the navigation tree, select Service Level Management > Configure Application Settings >
Preferences.
3. Click Open.
The SLM:ConfigPreferences form appears.
4. In the Dashboards section, use the MidTier field to type the name of the server on which the
mid tier is installed. If the mid tier is using a web server port that is different from the default
port number of 80, append the port number to the server name. See the example in the
following note.
Note
You must specify the web server port number only if the mid tier is installed to use
a web server port number that is different from the default port number of 80.
Specify the mid tier location so that it ends with a slash. For example:
http://<servername>:<portnumber>/.
5. If you want current agreement compliance information to also appear in the dashboard
agreement table (by default, this table shows historical information), select Yes for the Show
Current Info In Customer Dashboard option.
If you select Yes, a check box appears in the Customer dashboard that controls
whether the current compliance records appear in the agreement table along with the
historical information.
If you do not select Yes, you can see only the historical compliance calculation
records in the agreement table.

Creating unique names for BMC SLM service targets and

service level agreements
After you install BMC Service Level Management (BMC SLM), you must create a unique name for
your service targets and Service Level Agreements (SLAs). Service Target and SLA names must
be unique so you can export and import them from one server to another. You can specify the
prefix through the SLM:ConfigPreferences form.
To create unique names
2. Select Service Level Management.
3. From Configure Application Settings, open the SLM:ConfigPreferences form.
4. In the Service Target ID Prefix field, specify a unique prefix character string.
Prefix character strings can be a maximum of five characters long.
5. In the Start Service Target ID From field, provide a number from which you want the service
target IDs to start the numbering process.
For example, if you specify 100 in the Start Service Target ID From field, the next SLM is
101.
6. In the Agreement ID Prefix field, specify a unique numeric or alpha-numeric character string.
Prefix character strings can be a maximum of five characters long.
7. In the Start Agreement ID From field, provide the range from which you want the service
target IDs to start the numbering process.
For example, if you specify 100 in the Start Agreement ID From field, the next SLA would be
101.
8. Click Save.
Configuring secure communication from a BMC SLM

Collection Point
If you want to provide secure network communication between the Collector and the Collection
Point instances, you must install HTTP security certificates on both applications.
Installing security certificates on a BMC SLM Collection Point

Installing security certificates on a BMC SLM Collector
Installing BMC SIM and the BMC SIM plug-in
Note
This step is optional. Install the certificates if you want to create secure communication
between Collector and your Collection Point instances.

Installing security certificates on a BMC SLM Collection Point

The following procedure describes how to install a security certificate on a Collection Point
instance.
Note
If you have multiple instances of the Collection Point, you must perform this procedure on
each instance.
To install a security certificate for a Collection Point
1. Create a security certificate for the Collection Point host and install it into a Java keystore
file.
You do this using the Java Keytool utility. The following example creates a certificate named
"collectionPointName" in a keystore named "collectionPoint.keystore." Make a note of the
keystore password and the certificate password, which you must supply. Also, the name you
use for the certificate is important; a client can only connect using the same name as the
certificate. There is a difference, therefore, between using a fully qualified and non-qualified
version of the hostname.

>keytool -genkey -alias collectionPointName

-keystore collectionPoint.keystore -validity 9999
Enter keystore password: keystorepass
What is your first and last name?
Unknown: collectionpointhost.bmc.com
What is the name of your organizational unit?
Unknown:
What is the name of your organization?
Unknown:
What is the name of your City or Locality?
Unknown:
What is the name of your State or Province?
Unknown:
What is the two-letter country code for this unit?
Unknown:
Is CN=collectionpointhost.bmc.com, OU=Unknown, O=Unknown, L=Unknown,
ST=Unknown, C=Unknown correct?
no: yes
Enter key password for <collectionPointName>
(RETURN if same as keystore password): certificatepass
2. Save collectionPoint.keystore, which contains the generated certificate, in the BMC

SLM Collection Point installation base directory.
3. Edit Service.properties to reflect the keystore information, as shown in the following
illustration.
useSsl: set to y.
keystore: type the keystore filename you created in step 1. Using the example in
step 1, the entry you type here is collectionPoint.keystore.
password: type the keystore password you created in step 1. Using the example in
step 1, the entry you type here is keystorepass.
keyPass: type the key password that you created in step 1. Using the example in
step 1, the entry you type here is the certificate's password, certificatepass.
Following is an example of how to configure Service.properties.
port=7089
context=/daytona
webContainer=jetty
useSsl=y
keystore=collectionpoint.keystore
password=keystorepass
keyPass=certificatepass
Installing security certificates on a BMC SLM Collector

Perform the following procedure to enable a security certificate on BMC SLM Collector.

Note
If you have multiple Collection Point instances, repeat the following procedure for each
Collection Point. This makes sure that all of the certificates are held in the same
truststore.
To install a security certificate on the Collector
1. Export the public key of the BMC SLM Collection Point security certificate that you
generated.
You can do this directly from the BMC SLM Collection Point host using the Java Keytool
utility to place the public key in a certificate file, as shown in the following example:

>keytool -export -alias collectionPointName

-keystore collectionPoint.keystore
-file collectionPointName.cer
Enter keystore password: keystorepass
Certificate stored in file <collectionPointName.cer>
2. Copy the certificate file that you created in step 1 to the BMC SLM Collector host.
3. On the BMC SLM Collector host, import the public key to a truststore using the Java Keytool
utility, as shown in the following example:

>keytool -import -alias collectionPointName

-filecollectionPointName.cer
-keystore collector.keystoreEnter keystore password: keystorepassOwner:
CN=collectionpointhost.bmc.com, OU=Unknown, O=Unknown, L=Unknown,
ST=Unknown, C=UnknownIssuer: CN=collectionpointhost.bmc.com,
OU=Unknown, O=Unknown, L=Unknow
n, ST=Unknown,
C=UnknownSerial number: 4328b381Valid from: Thu Sep 15 09:34:25 EST 2005
until: Sun Jan 30 10:34:25 EST 2033Certificate fingerprints:MD5:
F4:71:B9:B8:7E:A6:93:73:8F:22:4C:01:05:16:42:E3SHA1:
88:C7:3E:61:21:A7:BD:42:C3:0D:95:26:7D:3E:F8:FB:35:53:F7:C7
Trust this certificate? no: yesCertificate was added to keystore*
4. Save the truststore file in a convenient location on the BMC SLM Collector host.
5. Edit the <WEBAPP_HOME>\WEB-INF\classes\bmcslm.properties file to reflect the location
and password of the truststore file. Edit, or create, the following properties:
trustStore: type the full path to the collector.keystore truststore file. Make sure
you use the forward slash (/ ) character as file delimiters.
trustStorePassword: type the truststore password that you created in step 3.
Following is an example of how to configure serviceClient.properties.
trustStore=d:/BMC/collector/collector.keystore
trustStorePassword=keystorepass
Installing BMC SIM and the BMC SIM plug-in

You must install the following BMC Service Impact Manager (BMC SIM) components:
SIM BMC Atrium CMDB extensions.

The extensions are installed on the same computer as the BMC Atrium CMDB. You must
install the BMC Atrium CMDB extensions for BMC SIM after you install BMC Atrium CMDB.
BMC Impact Manager (BMC IM).
BMC Impact Portal (BMC Portal).
BMC Impact Explorer (BMC IX).
This is installed on the Portal system. Configure the mcell.dir file to include the cell that was
installed with the portal.
BMC Impact Integration Web Services Server.
Note
BMC Service Level Management (BMC SLM) will integrate with BMC SIM regardless of
the order you install these products.

If you are integrating with an NGPv3 environment, follow the steps to install NGPv3 since
it has a single installer for all of the SIM components. In addition, you do not need to
install the SIM BMC Atrium CMDB extensions but will instead use the NGPv3 version of
the CMDB extensions. For more information, see the documentation for NGPv3.
BMC Impact Integration Web Services Server is part of the BMC SIM installation and
should be configured by the SIM administrator. For information about installing the BMC
Impact Integration Web Server, see the installation and configuration documentation for
BMC Impact Integration Web Services Server.
To install the BMC SIM plug-in
1. Add a Collection Point in BMC SLM.

2. Add a new Collection Node for BMC SIM. Point to the Impact Integration Web Services
Server and cell.
3. Update the application server port configuration.
a. Using a text editor, open the *INTEG_INTSIMSLM_SLM%LandScape2.def* file.
On Microsoft Windows, for example, this file is located by default in:
C:\Program Files\BMC Software\BMC Service Level Management\simslm\workflow\en
b. Replace all occurrences of localhost:8080 with <COLLECTOR_SERVER>:
<NEW_PORT_NUMBER>
Note
If the <COLLECTOR_SERVER>:<NEW_PORT_NUMBER> is longer or

shorter than 14 characters, then you must also modify the string length
parameter of these lines in the .def file.
c. Using BMC Remedy Developer Studio, import the INTEG_INTSIMSLM_SLM%

LandScape2.def file to the BMC Remedy AR System server on which BMC SLM is
installed.
Make sure you select the Replace Objects on the Destination Server option when you
perform the import operation.
Configuring projects
The following information summarizes the main tasks involved in configuring your projects in order
to realize Business Service Management.
Configuring Service Asset Lifecycle (see page 337)

Configuring Comprehensive Change and Release Management (see page 339)

Configuring Service Catalog and Request Management (see page 340)

Configuring Service Desk Optimization (see page 342)
Configuring Service Asset Lifecycle

The following information summarizes the main tasks involved in configuring your Service Asset
Lifecycle project in order to realize Business Service Management.
Standard configuration tasks
For information about the following standard required configuration tasks, see Required
Foundation configuration (see page 348):
Configuring companies (see page 352)

Creating organizations (see page 354)
Creating locations (see page 355)
Creating product categories (see page 368)
Creating operational categories (see page 369)
Creating assignment routing (see page 370)
BMC Atrium Discovery and Dependency Mapping
Setting up BMC Atrium Discovery

Setting up BMC Atrium CMDB synchronization
BMC BladeLogic Client Automation
Enable the transfer of data from the BMC BladeLogic Client Automation Inventory
database to BMC Atrium CMDB
Creating change request templates (see page 551)

Creating standard configurations

Defining custom software license types
Configuring the License Engine
Scheduling license jobs
Configuring CI depreciation criteria
Configuring CI notifications
Setting bulk CI reorder level and lead time specification
BMC Atrium Configuration Management Database
Setting up the Product Catalog

Configuring datasets for normalization
Scheduling reconciliation jobs
BMC Remedy IT Business Management
Supplier Management
Request and Fulfillment
BMC Analytics for BSM
Reports (Analytics)

Configuring Comprehensive Change and Release

Management
The following information summarizes the main tasks involved in configuring your Comprehensive
Change and Release Management project in order to realize Business Service Management.
Standard configuration tasks

BMC Remedy AR System
Configuring Approval Process

Configuring the ROI Console (see page 611)
Configuring service targets

Creating agreements for measuring compliance
Configuring reports for visualizing progress
Configuring templates (see page 547)

Configuring the Change Calendar

Configuring Change Prioritization

Configuring Process Flow
Configuring Change Rules
Configuring approvals and Approval mappings
Configuring Risk Factors
Configuring Task Templates and Task Group Templates
Release Management
Configuring Release Management Templates (see page 562)

Configuring Release Milestones
Configuring Release Prioritization
Configuring Release Rules
Configuring release approvals and Approval mappings
Configuring Activities
Configuring Task Templates and Task Group Templates
Configuring Service Catalog and Request Management

The following information summarizes the main tasks involved in configuring your Service Catalog
and Request Management project in order to realize Business Service Management.
Standard configuration

Creating support staff members (see page 363)
Creating non-support staff (see page 361)

Setting up templates (see page 551)
Incident Management (BMC Service Desk)
Work Order Management
Creating work order templates
Defining application object templates (AOTs)

Creating process definition templates (PDTs)
Creating service request definitions (SRDs)
Configuring approvals for SRDs and requests
Configuring work assignments
Configuring packages and entitlement
Deploying the SRDs

Defining agreements for measuring compliance
Setting up reports for monitoring agreements
Configuring templates
Monitoring agreements and service targets

Configuring Service Desk Optimization

The following information summarizes the main tasks involved in configuring your Service Desk
Optimization project in order to realize Business Service Management.

Incident Management (BMC Service Desk)
Setting up decision trees

Setting up scripts for service desk analysts
BMC Problem Management
Setting up problem management rules


Defining agreements for measuring compliance
Setting up reports for monitoring agreements
Configuring Foundation
The BMC Remedy ITSM Suite applications are built on top of the Foundation module. The
Foundation contains the common forms, workflow, and data that are needed to support the
applications.
Main configuration steps (see page 343)

Using the Application Administration Console (see page 344)
Standard configuration (see page 344)
Custom configuration (see page 346)
Required Foundation configuration (see page 348)
Optional custom Foundation configuration (see page 372)
Application administrators must complete some required Foundation configuration tasks (see page
348) before you can use the applications.
Main configuration steps

Perform the following high-level steps to configure BMC Remedy ITSM Suite. Each step references
the topic that describes how to complete the step.
1. Ensure that you have completed the prerequisites described in Configuring BMC Remedy
ITSM applications (see page 705).
2. Activate your application licenses.
3. Set up an application administrator ID (see page 349) from the default to ensure the security
of your BMC Remedy ITSM Suite.
4. Familiarize yourself with how to use the Application Administration Console (see page 344),
which is the interface that you use to complete each area of configuration.
5. Configure BMC Remedy ITSM Suite. There are two types of configuration: standard (see
page 344) and custom (see page 346). Complete the configuration in the order specified.
6. (Optional) Configure BMC Remedy ITSM applications (see page 705) and customize the
BMC Remedy ITSM Suite (see page 1830).

Using the Application Administration Console

You use the Application Administration Console to configure BMC Remedy ITSM Suite
applications. The console provides access to the forms that you use to configure the applications
that you installed.
To access the Application Administration Console, from Applications menu on the IT Home Page,
select Administrator Console > Application Administration Console.
Only BMC Remedy AR System administrators and BMC Remedy ITSM Suite application
administrators have access to these configuration forms. These administrators will have Master
and Config permissions. For more information about these permissions, see Permission groups
hierarchy (see page 202).
The Application Administration Console has two tabs:
Standard Configuration (see page 344) provides steps that walk you through the standard
process for configuring your organization's information.
Custom Configuration (see page 346) provides access to all BMC Remedy ITSM Suite
configuration forms. Use this tab to extend the standard configuration.
The Standard Configuration tab on the Administration Console walks you through the steps
required to set up a standard configuration. Even if you plan to customize your configuration, you
start by first performing a standard configuration.
Recommendation
Add information about your IT organization to your BMC Remedy ITSM Suite applications
in a specific order. The order is especially crucial when you create relationships among
different types of information.
Note
To configure companies, you need an administrative account. If your account is missing a

required permission, you are prompted to grant yourself that permission.
To begin a standard configuration
1. From the Applications menu on the IT Home Page, choose Administrator Console >
Application Administrator Console.
2.
2. On the Standard Configuration tab, the Configuration for Company field appears with the
company currently selected for configuration. Check marks appear next to each
configuration step completed for that company. The next step to perform is described at the
bottom of the tab.
Standard Configuration tab
3. Select a company to configure:

To configure a new company, click the link Click here to create and
configure a new company.
To configure an existing company, select the appropriate company in the
Configuration for Company field.
4. To create company components, click Next Step.
The dialog box for the next configuration task appears.
Note
Alternatively, click Create next to the appropriate step.
Complete the steps in the order that they are listed on the tab. If you skip a step, you might
be unable to complete a subsequent step.
5. To view and modify items, click View next to the appropriate item type.
6. If you make changes, click Save.

Related topics
Configuring companies and organizational structures
Required Foundation configuration (see page 348)
Viewing and modifying standard configuration data (see page 371)
Custom configuration
After you have configured your system for standard operation, you can continue to customize your
configuration.
The following table describes the steps for a custom configuration. Depending on the applications
that you have installed, all steps might not be applicable or required.
Custom configuration steps
Step Information to configure
1 Complete standard configuration
2 Configure BMC Asset Management:
BMC Remedy Approval Server

Reconciliation Engine
3 Configure BMC Change Management:
4 Configure Foundation options:
Command Automation
Chargeback
Costing
Data Management
Advanced Options > Hierarchical Group Configuration
Advanced Options > Support Group Assignment Configuration
5 Incident Management feature of BMC Service Desk
6 Problem Management feature of BMC Service Desk
7 Release Management module
8 Configure activities and rules
9 Requester Console module
10 Approvals
11 Tasks:
Assignment configuration
Integration, including applications and return codes
Task groups and templates
Note: For more information, see Configuring Task Management System.

Step Information to configure
12 Applications that integrate with BMC Configuration Automation for Server, Client, and Network
See the documentation for that module.
Some of the custom configuration information depends on other existing information already being
in place. For this reason, use the Standard Configuration tab to perform as much of the
configuration as you can.
Note
Then use the Custom Configuration tab described in this section to complete
configuration tasks you cannot complete within the Standard Configuration tab, such as
providing configuration information for the BMC Remedy ITSM Suite applications.
The Custom Configuration tab on the Application Administration Console provides access to all of
the forms that you can use to configure BMC Remedy ITSM Suite.
To begin a custom configuration
1. Open the Application Administration Console.

Application Administration Console — Custom Configuration tab

3. Expand an option in the Application Settings list to view the available options.
4. To open configuration forms, perform either of the following tasks:
Double-click an option in the list.
Select an option in the list and click Open.
5. To perform custom configuration, follow the tasks in the order that they are presented in the
previous table.
Related topic
Optional custom Foundation configuration (see page 372)
Required Foundation configuration

You must configure the Foundation objects shown in the following illustration before you can use
the applications.
Click the following image to expand it.

This section provides standard configuration information and contains the procedures required to
get your system operational. It describes the following:
Defining an application administrator (see page 349)

Opening the Application Administration Console (see page 351)
Creating assignment routing in a standard configuration (see page 370)
Defining an application administrator

The application administrator is the person responsible for configuring BMC Remedy ITSM Suite
applications.
BMC Remedy ITSM Suite applications are installed with "appadmin" as the default application
administrator login ID, which you can use to start configuring the applications. This default user
does not have all permissions initially but does have permission to add the required missing
permissions.
You can assign application administration permissions to a new or existing user account. For more
information about BMC Remedy AR System users, see Access control.
The following procedure sets the minimum information required to enable the application
administrator to configure applications. When you configure users, you should modify this
application administrator login ID to make it secure.
Note
Always configure people by opening the BMC Remedy ITSM Suite People form from the
Application Administration Console. Changes in that form are automatically made in the
BMC Remedy AR System User form, but changes in the User form are not made in the
People form.
To define the application administrator
Note

The application administrator must have a BMC Remedy AR System license.
1. From your browser, log on to BMC Remedy ITSM as appadmin.

2. From the IT Home page and the list of applications, select Administrator Console >
Application Administration Console.
3. On the Standard Configuration tab, select the appropriate company.
4. To use a new user as the administrator, create a record for the new user.
5. To use an existing user as the administrator, find the user as follows:
a. Click the View link next to Step 4 People.
b. In the People form, search for the user.
c. Select the user to define as the application administrator.
Information for the selected user appears in the People form.
Note
To prevent appadmin from being assigned licenses, the application

permission groups do not show on the People form for appadmin.
6. Click the Login/Access Details tab.

a. In the Unrestricted Access field, select Yes. This is the default.
b. In the Application Permission area, click Update Permission Groups.
c. In the Permission Group field of the Permission Group dialog box, select each
appropriate permission group.
d. If licensing applies to a permission group, select a license type. For the Asset Config
and Cost Manager permission groups, the license is optional. For the Asset Admin
and Asset User permission groups, a license is optional to create and modify
configuration items but is required to access additional BMC Remedy Asset
Management functionality.
e. Click Add/Modify for each permission group.
Application Permission group
All AR System > Administrator
Financial > Cost Manager
Foundation > Config Categorization Admin
Foundation > Config Group Mapping Admin
Foundation > Contact Location Admin
Foundation > Contact Organization Admin
Foundation > Licensing
Foundation > Notification Admin

Application Permission group
BMC Asset Management Asset > Asset Config

application
BMC Asset Management Foundation > Approval Admin

application using
BMC Remedy Approval
Server
BMC Change Management Change > Infrastructure Change Config

application
Release > Release Config
Request > Requester Console Config

(This permission group is used by the Requester console and is not available
if BMC Service Request Management is installed.)
Task > Task Application Config
Task > Task Process Config
BMC Change Management Foundation > Approval Admin

application using
BMC Remedy Approval
Server
Incident Management feature Incident > Incident Config

of BMC Service Desk
Request > Requester Console Config

(This permission group is used by the Requester console and is not available
if BMC Service Request Management is installed.)
Problem Management feature Problem > Problem Config

of BMC Service Desk
7. Click Close.
The application administrator's information is stored in the BMC Remedy AR System User
form and the BMC Remedy ITSM People form.
Related topics
Configuring people information (see page 429)
Opening the Application Administration Console

You can open the Application Administration Console from a browser.

To open the console from a browser
1. Type the following URL into your browser:

http://<webServer>:<port>/arsys/forms/<arsystemServer>/HomePage
<webServer> is the fully qualified name of the BMC Remedy Mid Tier system,
specified in the format <server_name>.<company>.com.
<port> is an optional port number, which is needed if the web server is not on the
default port (port 80).
<arsystemServer> is the name of the BMC Remedy AR System Server that contains
the application.
Note
If the BMC Remedy Mid Tier system and the application are on the same
server, you can omit the BMC Remedy AR System Server name.
2. In the User Name and Password fields of the Welcome page, enter your user name and
password.
3. Click Login.
4. On the IT Home page, click the Application Administration Console link. The Application
Administration Console appears.
Configuring companies
The first step in standard configuration is to configure a company. Everything else that you
configure belongs to this company. You can configure multiple companies if your company is made
up of smaller companies that are separate entities. To know the supported company types, see
Company types supported (see page 354).
For each company that you create, you must configure the following data:
Organizational structure
Locations
Support groups
People
Optionally, for each company, you can configure other data, such as:
Product categories
Operational categories
Assignment routing
Approval processes
Incident scripts, templates, and decision trees

Change templates
Note
Each of these areas uses global data, unless company-specific data overrides it. The
Global company record is part of the core BMC Remedy ITSM Suite installation data and
must not be modified. Use the Global company to specify when something, such as a
catalog entry, applies to all companies in BMC Remedy ITSM Suite. For example, if you
select the Global company in the Product Catalog, you would map a product to all
companies instead of one company (or to multiple selected companies).
To configure a company
1. On the Standard tab of the Application Administration Console, click Click here to create and
configure a new company.
2. In the Company dialog box, select or enter a Company name.
3. Select or enter a Company Type. If support staff are members of this company, select
Operating Company .
4. If you have configured your server as a hub or spoke, you must select the spoke server
associated with the company you are configuring. The server that you select determines
where the incident, change, and problem records will reside. For more information about
hub and spoke, see Setting up the Hub and Spoke capability (see page 685).
5. Click Add. A message appears that the company has been created. After you click OK , the
company is selected on the Standard Configuration tab of the Application Administration
Console.
6. Repeat 2 (see page 353) through 4 (see page 353) until you have added all the companies
you want.
7. When you are finished adding companies, click Close.
Understanding companies and organizations video
Disclaimer
Although the concepts and procedures presented in this video are correct, the user
interfaces shown are not current.

Company types supported

BMC Remedy ITSM Suite supports different types of companies, described in the following table.
You select a company type when you create a company.
Company types
Company Description Used

type with
row
level
security
?
Customer External companies for which you provide services Yes
Generic Other companies that you want to reference on the People form Yes
Contact
Manufacturer Must be specified for each product identified in the product catalog No
Operating Companies for which you provide support Yes
Supplier Third-party suppliers of products; used by BMC Asset Management No
Vendor Third-party vendors that provide services for you Yes
Service A company that is contracted to provide IT management services to other companies (Operating Yes
Provider companies). In a Hub and Spoke environment, the company that is resident on the hub server to
provide IT management services to other companies must be defined as a Service Provider company.
Operating companies are resident on the spoke servers.
Related topics
Row-level security (see page 1179)
Creating organizations
Organization structure is defined as Company > Organization > Department, which represents how
a company is represented from a business perspective.
To create the company and organizations
1. From the Standard Configuration tab of the Application Administration Console, click the
Create link next to Organization. The Organization form appears with the company you are
configuring displayed.
2. Enter or select the organization. Enter the name of the organization to create it. After you
add the first department to the organization, you can select the organization when you add
another department.
3. Enter the department.
4. Click Add. You can continue to add organizations and departments.
5.
5. Repeat 2 (see page 354) through 4 (see page 354) to add the organizations that you
require.
6. When you are finished configuring organizations and departments for the company, click
Close.
Creating locations
The location structure within the BMC Remedy ITSM applications has a four-tiered data model,
where the second and third tiers can be optional (the fourth tier, however, is required). In effect, the
data model can be two, three, or four tiers. The Company field is the first tier, Region is the second
tier, Site Group is the third tier, and Site is the fourth tier (where a site is a physical location with a
mailing address, such as a building). When you create the location structures, the regions and site
groups are used to group sites within a company. Therefore, you must have a list of the sites within
a company, and then determine whether regions and site groups are required to arrange the sites
in an organized manner that can be used for reporting purposes.
Sites identify unique physical locations and are associated with one or more companies.
The Company field and Site field are required on all request forms.
Workflow can be defined to any level of the location structure.
Understanding sites and locations video (see page 355)

To create locations (see page 355)
Understanding sites and locations video
Disclaimer
To create locations
1. On the Standard Configuration tab of the Application Administration Console, select the
correct company.
2. Click the Create link next to Location.
3. Optionally, enter or select information in the Region and Site Group fields.
You can use the Region and Site Group fields to create a location structure with two or three
levels.

3.
Region Geographic areas can be divided into regions. A company can have several regions, depending on how many
sites it has and where the sites are located. Examples of company regions are Northwest, Atlantic, and Pacific.
Creating regions under a company is done only for reporting in BMC Remedy ITSM.
Enter the name of a region to create it. After you add the first site group or site to the region, you can select the
region when you add another site or site group.
Site Geographic areas can be subdivided into site groups, which are collections of individual locations. A company
Group can have any number of site groups, depending on how many locations it has and where they are. An example
of a company site group is ABC Europe Region.
Enter the name of the site group to create it. After you add the first site to the site group, you can select the site
group when you add another site.
4. Enter the site designation in the Site field.

5. Enter or select the site address information.
6. Click Add.
You can continue to add regions, site groups, and sites. The following figure shows a
location being added.
Example of a Location being added
7. Repeat 3 (see page 355) through 6 (see page 356) to add the locations that you require.
8. When you are finished configuring the company locations, click Close.

Creating support groups

The Support Group structure is defined as Company > Support Organization > Support Group,
which represents how a company is structured from a support perspective. Support groups are
typically used to assign work in BMC Remedy ITSM applications.
Understanding support groups video (see page 357)

To create support groups (see page 357)
Understanding support groups video
Disclaimer
To create support groups
Note
You can only create support groups for companies that have a type of Operating
Company, Customer, or Vendor.
correct company.
2. Click the Create link next to Support Group.
3. Enter or select information in the Support Organization field. Enter the name of the support
organization to create it. After you add the first support group to the organization, you can
select the organization when you add the next support group.
4. Enter or select information in the Support Group Name field.
5.
5. Enter or select the support group role. The Support Group Role field describes the role that
the support group has in the organization. For example, the support group named Internal
Support might provide the Help Desk function, while another support group provides Tier 2
support.
You choose from the following support group roles, which are levels in the support group
hierarchy:
Help Desk
Tier 1
Tier 2
Tier 3
You can also select the Line of Business support group role, which can be assigned
to a non-IT team that supports customers with a particular business need.
6. Click Add.
The following figure shows a support group being added.
Example of a Support Group being added
7. Repeat 3 (see page 357) though 6 (see page 358) to add all the support groups that you
require.
8. When you are finished configuring support organizations and groups for the company, click
Close.
Related topic
Creating support groups (custom configuration) (see page 403)
Adding people information

You can create records for both IT support staff and non-support staff.

Non-support staff members include anyone who is not a member of the IT organization, or does
not create or modify records in BMC Remedy ITSM.
This section describes the following tasks:

Adding non-support staff (see page 361)
You must set up a login ID and password for anyone with access to BMC Remedy ITSM Suite,
aside from guest access. People information also includes each person's company, organization,
business and home addresses, desk location, support groups, and selected additional information.
For creating a user name alias used for authentication purpose, see User Name Alias introduction.
Understanding people profiles video
Disclaimer
Adding people records from a template

When you create people records from a template, part of the record is filled with standard
information.
The BMC Remedy ITSM installation includes standard people templates.
To create a people record from a template
correct company.
2. Click the Create link next to People. The People form appears.
People form

3. Click Select Template. The Person Template dialog box appears.
Person Template dialog box
4. Enter the person's first name, middle name, last name, and login ID.
5. Enter the person's phone number. Click in the phone field and press Enter. You can select a
Country Code for a phone number from the list or you can enter one manually. If you omit
the phone number, it is set as unknown.
6. Optionally, enter the email address.

6.
Note
An email address is required to receive email notifications.
7. From the list select the appropriate template, and then click Select.
Tip
If your BMC Remedy ITSM system was installed with the optional sample data,
some basic People templates were included with it. You can also create your own
People templates (see page 432).
The dialog box closes. A message describes which other fields in the People form are
required, based on the template. The People form reappears.
8. Complete the required fields in the People form. For more information about the People
form, see the topics that follow this one in the documentation.
9. On the People form, click Add.
10. To add more people records, repeat steps 3 (see page 360) through 9 (see page 361).
11. When you are finished adding people records, click Close.
Related topic
Adding non-support staff

You can create non-support staff records for employees, customers, and vendors.
To add non-support staff

Support staff can use these non-support staff records to complete forms, such as to indicate a
customer who called the help desk to report an incident. If non-support staff have a login ID and
password, they can record their own requests on the Requester console.
correct company.
3. Enter the person's first name and last name.
4. Select the client type. The following table lists the client types available for selection.
Client types
Client type Information required
Office-based employee, field-based employee, Select or enter a site in the Site field.
contract

Client type Information required
Customer, prospect, vendor Site information is optional.
Home-based employee You must enter home information in addition to the site
information.
5. Optionally, you can select a contact type, such as Sales or Technical Support.
6. Set Support Staff to No.
7. Enter the phone number. Click in the phone field and press Enter. You can select a Country
Code for a phone number from the list or you can enter one manually. If you omit the phone
number, it is set as unknown.
Note
9. If this person is a home-based employee, enter the home address and phone number.
10. In the Organization Information area, select the company and, optionally, select the
organization and department.
11. In the Location Information area, select the site. You must select a site for employees, but it
is optional for customers and vendors.
12. To allow this person to log on to the system, perform the following steps:
a. Enter a login ID and password. People who have access to the People form can
change their password.
b. If this person needs access to applications, see the instructions in Adding support
staff (see page 363).
Non-support staff typically do not need access to applications. They can create and
modify requests from the Requester console. From the Requester console they can
access only their own records. If you grant them access to applications and you have
multiple companies, however, you might want to restrict their access, as described in
Adding support staff (see page 363).
c. If required, select a license type of Fixed or Floating.
13. Click Add.
14. If you entered a login ID and password for this person, you must confirm the password.
15. To add more non-support staff records, repeat steps 3 through 13.
16. When you are finished adding people records, click Close.
Note

If you want to enable full text search, go to the FTS tab of the AR System Administration:
Server Information form. For more information, see Enabling and disabling full text search
.
Related topics
Resetting a person's password or login ID (see page 454)
Adding support staff

You can create people records with standard settings for support staff from the Standard
Configuration tab of the Application Administration Console.
If you are using templates or want to perform custom configuration, however, complete the People
form from the Custom Configuration tab.
This topic also contains the following information:
To add support staff (see page 363)

Updating permissions for support staff (see page 367)
To add support staff
correct company.
3. Complete the fields as described in Adding non-support staff (see page 361) with the
following exception: for Support Staff, select Yes. When you set Support Staff to Yes, the
Support Groups tab appears. For support staff, you must complete the Login/Access Details
tab and the Support Groups tab.
People form completed for support staff

4. Give the person the appropriate BMC Remedy ITSM application permissions.
a. In the Application Permissions area on the Login/Access Details tab, click Update
Permissions Groups. The Permission Group dialog box is displayed.
b. In the Permission Group field, select a permission group to add.
d. Click Add/Modify.
e. Repeat b (see page 364) through d (see page 364) to add additional permission
groups, if required.
f. You can delete permission groups by selecting them from the list and clicking Delete.
g. When you finish adding permission groups, click Close.
5. If you are restricting the access of support staff to certain companies, continue with the
steps that follow. Otherwise, select Yes in the Unrestricted Access field.
Note
To give an individual access to information in BMC Remedy ITSM, you must give
the individual access to specified companies or select Yes for the Unrestricted
Access field. If you specify both companies and unrestricted access, unrestricted
access overrides the specific companies specified.

To restrict access to specific companies:

a. In the Access Restrictions area, click Update Access Restrictions. The Access
Restrictions dialog box appears.
b. In the Access Restriction field, select a company to which you want the person to
have access.
Note
Depending on the database you are using, if you add more than 100
companies to a person's group list, you might experience unexpected
results. This is caused by the list size exceeding the GroupList field length.
The GroupList field is limited by the maximum varchar size for your
database. This size varies for database servers and vendors and between
versions of the same database. Experience shows that for databases with a
maximum varchar size of 4 KB you can add approximately 100 entries
(Companies, Support Groups, and Permissions, or all three) to a user's
group list.
c. Click Add/Modify.
d. If you want the person to have access to multiple companies, repeat b (see page )
through c (see page ).
e. Click Close.
6. Relate the person to at least one support group:
a. Click the Support Groups tab. By default, the Support Groups sub-tab is also
selected.
b. Click Update Support Groups and Roles. The Update Support Group Memberships
and Roles form appears.
Update Support Group Memberships and Roles dialog box

c. In the Add Support Group Relationship area, select the Company, Support
Organization, Support Group, and Relationship Role.
The relationship roles are informational only:
Member The person belongs to the support group.
Associate Member The person has access to modify requests assigned to that support group.
d. Click Add.
Tip
To change the relationship role, select the relationship from the Current
Support Group Relationship(s) list and click Make Associate Member or
Make Member.
e. If the person belongs to multiple support groups, select the primary support group
record from the Current Support Group Relationship(s) list and then click Set to
Default.
f. To make the person unavailable for assigning to requests or incidents, select each
related support group from the Current Support Group Relationship(s) and click Mark
Unavailable.
7. To add support group functional roles, click the Functional Role Update tab. You can use
this tab to assign functional roles to people within support groups. Functional roles extend
access granted by permissions groups, but only for specific support groups that are used
within BMC Remedy ITSM. For example, someone might be a member of two support
groups but is a support group manager for only one. However, the individual could also be

a support group manager for all of the support groups to which the individual is assigned.
For example, one individual could be assigned all of the following functional roles:
Infrastructure Change Manager for the Change Management support group, Incident
Manager for the Incident Management support group, and Problem Coordinator for the
Problem Management support group.
8. To assign the person to a functional role in a support group:
a. Select the Company, Support Organization, and Support Group Name.
Tip
Items in these lists appear only if support groups were related to the person
on the Support Group Update tab.
b. Select a Functional Role for update.

c. Click Add. The functional role appears in the table at the bottom of the dialog box.
d. Repeat steps a (see page 367) through c (see page 367) until you have added all of
the functional roles.
9. Click Close.
10. In the People form, click Add.
11. Confirm this person's password.
12. To add more support staff records, repeat steps 3 (see page 363) to 10 (see page 367).
13. When you are finished adding support group memberships and roles, click Close.
Updating permissions for support staff

Use the following procedure to add permissions permissions or to change them.
correct company.
2. Click the View link next to People.
The People form appears.
3. Give the person the appropriate application permissions, as listed below.
a. In the Application Permissions area on the Login/Access Details tab, click Update
Permissions Groups.
The Permission Group dialog box is displayed.
e. Repeat b through d to add additional permission groups, if required.
f. When you finish adding permission groups, click Close.
4. Click Save and then click Close.

Related topic
Creating product categories

You can create product categories for use in various BMC Remedy ITSM forms. Product
categories represent all of a company's products that a help desk supports.
Each product category must be unique. You might find it helpful to view existing categories before
creating new categories. For more information about viewing categories, see Viewing and
modifying standard configuration data (see page 371)
To create product categories
1. From the Standard Configuration tab in the Application Administration Console, select the
appropriate company.
2. Click the Create link next to Product Category.
The Product Category dialog box is displayed.
3. In the Product Category dialog box, optionally select the Product Type.
4. Select the configuration item (CI) type for which you are creating the product category.
5. Select or enter values for the Product Categorization Tier 1, Tier 2, and Tier 3 fields.
As you populate each field, values become available in the subsequent fields.
Tip
If the product category requires only one tier to sufficiently group it, enter None for
the other two tiers.
6. (Optional) Enter a product name.

7. If you specify a product name, select a manufacturer or click New to add a manufacturer. If
you click New:
a. In the New Manufacturer dialog box, enter a company.
b. In the Status field, select Enabled.
c. Click Save.
8. In the Product Category dialog box, select Enabled for the status.
Tip
To temporarily prevent the category from being selected in an application, set the
status to Proposed.
9. Leave the Origin default as Custom.

10.
10. If this product definition is a product suite definition, select Yes.

11. Select whether this product definition is just for the current company or is to be used by all
companies configured.
12. Click Add.
The product category is automatically related to the selected company and, is available on
other forms in the selected applications, such as the Incident form.
13. To add more product categories, repeat steps 3 (see page 368) to 12 (see page 369).
14. Click Close.
Related topic
Creating operational categories

Operational categories list all the operational services that a typical help desk provides, such as
adding a user account and changing a server password.
Operational categories can also contain items that represent symptoms of incidents or problems,
such as application failure and network failure. You can create operational categories of services
for use in various BMC Remedy ITSM forms.
Each operational category must be unique. You might find it helpful to view existing categories
before creating new categories. For more information about viewing categories, see Viewing and
modifying standard configuration data (see page 371).
To create operational categories
correct company.
2. Click the Create link next to Operational Category. The Operational Catalog dialog box
appears.
3. Select or enter the operational categorization tiers. After you create an operational category
with a particular tier 1 and tier 2, you can select those tiers when creating additional
operational categories. For example, if you create an operational category for Add > User >
Account, you might first enter all three categories, but when you create an operational
category for Add > User > Web Page, you can select both Add and User.
4. Select Enabled for the status.
Note
You can set the status to Proposed to temporarily prevent the category from being
selected from an application.
5. Select whether the category is available for the company that you are configuring, or
whether it is available for all companies.
6.
6. Click Add. When you save the operational category, it is automatically related to the Global
company. This makes the operational category available on other forms, such as the
Incident form, for all operating and customer companies. The product category is also
available to all BMC Remedy ITSM applications.
7. To add more operational categories, repeat steps 3 through 6.
8. When you are finished adding operational categories, click Close.
Related topic
Creating assignment routing in a standard configuration

You can configure assignment routing so that the system automatically assigns records, such as
investigations or change requests, to the appropriate support group.
When a BMC Remedy ITSM application uses the routing order, which is a feature of many of the
main ticketing forms, it uses information from the form to find an assignment entry and select the
support group for assignment.
Notes
These procedures are for standard assignment processing and do not include
instructions for configuring application-specific assignment.
Configure BMC Remedy ITSM Suite assignments solely from the Application
Administration Console. Do not configure BMC Remedy ITSM Suite assignments
from either the BMC Remedy Assignment Engine Console or from "back-end"
forms, because this causes issues.
To create assignment routing
correct company.
2. Click the Create link next to Assignment.
The Assignment dialog box appears.
3. In the Event field, select the type of assignment entry.
For example, Incident Owner is used by the Incident Management feature of BMC Service
Desk to assign an Owner Group to the incident. The Owner Group is responsible for
ensuring that the customer is satisfied with the incident resolution and for closing the
Incident.
4. (Optional) Enter a description.
5. In the Assigned Group field, select the support group to assign.
6.
6. In the Routing Order area, specify when this assignment entry should be used for the
automated assignment.
Company Select the location of the incident or request. If this routing applies to all companies, select
Global.
Operational You can route assignments by operational services.

Categorization
Product Categorization You can route assignments by product categorization.
Note
Operational Categorization is not used in BMC Asset Management.
7. Click Add.
8. Repeat step 3 through step 7 to add more assignment routings.
Tip
You should create all event assignments for your company and groups. Otherwise,
you could encounter issues when creating tickets.
9. When you are finished adding assignment routings, click Close.
Related topics
Configuring assignments (see page 541)
Configuring additional Foundation options (see page 584)
Viewing and modifying standard configuration data

After you configure BMC Remedy ITSM as a standard configuration, you can view the
configuration data.
When you view the data, a form appears in which you can perform additional custom configuration.
For example, if you view support groups, you can use the Support Group form to modify the data
already entered or add additional information, such as the business hours for a support group.
To view or modify standard configuration data
correct company.
2. Click the View link next to the category of standard configuration data that you want to view
or modify.

2.
The corresponding form appears with search results that display all records for the selected
company. If appropriate, records applicable to all companies also appear. For example, if
you click the View link next to Support Group, the Support Group form appears, displaying
all matching support groups, as shown in the following figure.
The top part of the form displays the search results, and the bottom part displays the
selected record.
Support Group form displaying the company's support groups
3. Select the appropriate record to view the data or make changes.

4. If you make changes to the form, click Save.
5. Close the form.
Optional custom Foundation configuration

Application administrators can choose to perform the following configurations:
Configuring system settings (see page 373)

Configuring a default home page (see page 377)
Multi-tenancy (see page 378)
Configuring companies and organizational structures (see page 387)
Working with cost centers (see page 467)
Configuring product and operational catalogs (see page 471)
Notification Engine configurations (see page 493)
Configuring notifications (see page 531)

Configuring assignments (see page 541)

Configuring reports (see page 582)
Configuring advanced options (see page 592)
Configuring flashboards (see page 610)
Configuring the BMC Remedy ITSM Requester console (see page 620)
Configuring the Distributed Server Option (DSO) Service for BMC Remedy ITSM (see page
630)
Configuring BMC Atrium Service Context for BMC Remedy ITSM applications (see page 662
)
Configuring social collaboration (see page 669)
Setting up the Hub and Spoke capability (see page 685)
Configuring Email Rule Engine (see page 704)
Configuring system settings

This section describes how to configure system settings.
Application database sort order (see page 373)

System settings (see page 375)
Related topic
Configuring advanced options (see page 592)
Application database sort order

The Schema Sort form enables you to customize the sort order of BMC Remedy AR System forms
for your database. This form is used primarily during installation to select the sort order of forms
according to the kind of database that you have installed.
Note
If you are using a Microsoft SQL Server or Sybase database, you do not need to perform
this procedure; the BMC Remedy AR System database is installed ready to be used by
these database types.
To customize the database sort order
2. From the Application Settings list, choose Foundation > Advanced Options > System
Configuration Settings - Application Database Sort Order, and then click Open. The Schema
Sort form appears.
Schema Sort form

2.
3. Search for all records. To do this, enter % without specifying any search criteria and click
Search .
4. Set the custom sort order options.
Note
The default sort order options can be used in most cases.
5. In the Functions area, select the Sort Order Type. Select MSSQL, Sybase, Oracle, DB2, or
Informix option.
6. Click Modify All.
7. In the message box that appears, click Yes to confirm.
Note

You will see the changed sort order after you restart BMC Remedy AR System
server.
System settings
This function is used to configure general and BMC Remedy AR System settings.
To modify system settings
Configuration Settings - System Settings, and then click Open. The System Settings form
appears.
System Settings form
3. To enable the capability to define unique prefixes for records, select Enable User Defined
Prefix.
This option is used in a distributed environment in which records are generated by two or
more servers and duplicate records might be generated. When you select this option, you
also have to define the unique prefix as described in Configuring forms to use DSO unique
prefixes (see page 631). For example, by default incident records are prefixed with INC
(INC000000314355). You might want to configure another server to create incident records
with a prefix of IMT (IMT000000314355) to avoid duplicate records.
4.
4. To restrict a user's access to only one company's information, select Single-Tenancy in the
Tenancy Mode field, and then select the company to which the user should have access.
This restriction is useful, for example, if you have outsourced some IT functions in your
organization and want to restrict a third-party vendor to information that belongs to them.
5. To provide ticket data access to individuals and support groups referenced on a ticket, in the
Applications Permission Model field, select Support Group. To provide ticket data access
to individuals, support groups, and companies relevant to a ticket, select Support Group and
Company in the Applications Permission Model field.
Upgrade to 9.1.02 from the following versions of BMC Default value set for the Applications Permissions
Remedy ITSM Model field
9.0.00 or an older version Support Group and Company
9.1.00 or 9.1.01 Support Group
Note
Starting from 9.1.02, access to service requests of BMC Service Request

Management remains at company level irrespective of the value selected in the
Applications Permission Model field as the assignment of a service request is
optional. All the members within a company can access all service requests.
6. Make any other changes, and then click Save.

For information on completing the Enable Notification via Twitter, Enable RSS feed, and
Enable Chat fields, see Enabling chat, Twitter notifications, and RSS feeds (see page 680).
Note
To give individuals access to information in BMC Remedy ITSM, you must give
them access to specified companies or select Yes for the Unrestricted Access field
on the Login/Access Details of the People form.
Related topics
Creating a non-support person profile (see page 436)
Granting users access to the BMC ITSM Requester console (see page 622)
Providing access to people records of other companies (see page 451)
Tenancy mode (see page 428)

Configuring a default home page

When you log into the BMC Remedy ITSM Suite of applications, the system uses the Overview
console (see page 761) displayed in the IT Home page (see page 775) as the default Home page.
From the IT Home page, you must open the Application menu to select the application or
administration console you want. However, if your role in the organization requires you to use one
console more than the others, you can configure the system to display that console as your default
Home page.
This topic describes the following tasks:
To configure a home page for new users (see page 377)

To change your default home page (see page 377)
To configure a home page for new users

Administrators use this procedure to set up a home page for new individual users.
Notes
To perform this procedure you must have the permissions necessary to create new
users in the system.
The following procedure assumes that you have already set up a new user profile,
as described in Adding people information (see page 358).
1. Log into BMC Remedy IT Service Management as the user for whom you created the new
profile.
2. Open one of the application consoles that the user has access to, for example: BMC Service
Desk.
3. From the console navigation pane, click Application Preferences.
4. From the Application Preferences dialog box, select the Home page from the Default Home
Page field menu.
5. Click Save.
To change your default home page

Individual users use this procedure to change their default Home page from one console to
another.
Note
For individual users to change their Home page, they must have permissions to access
the console targeted as the new Home page.

1. Log into BMC Remedy IT Service Management.

2. Open one of the application consoles that the you have access to, for example: BMC
Service Desk.
3. From the console navigation pane, click Application Preferences.
4. From the Application Preferences dialog box, select the new Home page from the Default
Home Page field menu.
5. Click Save.
Multi-tenancy
Multitenancy is a feature in BMC Remedy ITSM Suite that enables you to do the following:
Control data access in a hosted environment. For example, in a service provider

environment, multiple companies might use a single application in BMC Remedy ITSM
Suite, with the data for each company hidden from the other companies using the
application.
Control access to configuration items, incidents, known errors, broadcast messages,
categorization, summary definitions in the Requester Console, and so on.
Segregate data and restrict access. Access restrictions are performed primarily on ticketing
forms, such as incidents, problem investigations, change requests, and asset records.
Data access in a multitenant environment (see page 378)

Selecting the Tenancy Mode (see page 379)
Working with Configuration Items (see page 380)
Using restricted access for support companies (see page 381)
Data access in a multitenant environment

The data access control in a multitenant environment is same as it is in a single tenant
environment. Row Level Security (RLS) is used to control data access between companies and
works in the same manner as it does within a company. Members who belong to several
companies in a multitenant environment use the following types of data through BMC Remedy
ITSM applications:
Data type Description
Configuration A company’s configuration data is accessible to the following users:
A member of the company or it’s parent company

A user with access to the company
Transactional Each ticket is treated as a row in BMC Remedy ITSM. Access to this data can be of the following types:
(ticket)
Unrestricted: Users with the BMC Remedy ITSM Unrestricted Access role have access to all ticket data.
Row-level: Ticket data is accessible to the following users:

Data type Description
Versions 9.1.00 and 9.1.01 — Ticket data is accessible to the following users:
User who submits the ticket
User who is assigned to the ticket
A member of the support group associated with the ticket
A member of the parent group of the support group associated with the ticket
For details, see Row-level security (see page 1179) and Hierarchical groups: Using a parent group
for permission inheritance (see page 1182).
Version 9.1.02 —Y ou can choose to provide ticket data access at support group level or support
group and company level. Ticket data is accessible to the following users based on option selected
for Applications Permissions Model field on the System Settings form:
Support Group: If you select this option in the Applications Permissions Model field, ticket
data is accessible to the following users:
User who is assigned the ticket
Owner group that owns the ticket
A member of the support group associated with the ticket
Support Group and Company: If you select this option in the Applications Permissions Model
field, ticket data is accessible to the following users:
User who is assigned to the ticket
Owner group that owns the ticket
A member of a support group associated with the ticket
All the members of a location and customer company referenced on the ticket
All the members of the parent group of a location and the customer companies
referenced on the ticket
For details, see Row-level security 9.1.02 (see page 1192) and Hierarchical groups: Using a parent
group for permission inheritance (see page 1182).
Related topics
BMC Remedy ITSM data access model 9.1.00 and 9.1.01 (see page 1178)
BMC Remedy ITSM data access model 9.1.02 (see page 1190)
Selecting the Tenancy Mode in ITSM

The value that you select in the Tenancy Mode field on the System Settings form determines
whether the Company field on various forms defaults to a single company or whether users must
always select the appropriate company from the field.
BMC Remedy ITSM Suite is installed with Tenancy Mode field set to Multi-Tenancy. If you have
changed this field to Single-Tenancy, complete the following steps to change the value back to
Multi-Tenancy.
Note

In the BMC Remedy ITSM Suite applications, the multi-tenancy feature is always
available regardless of the Tenancy Mode setting.
To set Tenancy Mode to Multi-Tenancy
2. From the Application Settings list, select Foundation > Advanced Options > System
Configuration Settings - System Settings, and then click Open.
The Systems Settings form is displayed.
3. In the Tenancy Mode field, select Multi-Tenancy.

4. Click Save.
Related topics
Working with configuration items

In a multi-tenancy environment:
If the configuration item (CI) specifies the company, only support staff with access to that
company can access the CI.
If the CI is not specified for the company, only support staff with unrestricted access can
access the CI.
Example of a CI restricted to ABC Corp

The company for a CI is specified in:
The Company field

Companies for people organizations on the People tab, for "Used by" and "Supported by"
relationships.
To access a CI, in addition to the relevant company access, support staff require Asset permission.
Related topics
Row level security (see page 1179)
Using restricted access for support companies

Any operating company or vendor company can provide support for customers in any other
company. Support staff at the company providing support can be assigned tickets, such as incident
requests and change requests. The support company's staff can work on assigned tickets without
being given access permission to the customer company or the contact company. As a result, the
support company's staff can access only tickets that they have been assigned.
Optionally, you can grant the support company access to create tickets for a customer company.
This section follows the example of setting up the vendor company Vendorco to provide support for
Calbro and ABC Corp. Both Calbro and ABC Corp purchase Microsoft products and support from
Vendorco. Support staff at Calbro sometimes assign tickets, such as incidents and problem
investigations, to Vendorco. Sometimes Vendorco must create a related incident or change
request. Support staff at ABC Corp also assign incidents to Vendorco. However, ABC Corp policies
do not allow Vendorco to create new incidents on behalf of ABC Corp customers.
Configuring restricted access for support companies (see page 382)

Assigning tickets to support personnel in other companies (see page 385)
Working with tickets for other companies (see page 386)

Configuring restricted access for support companies

The following table lists tasks that you must perform to configure restricted access for operating
and vendor companies that provide support for other companies.
To allow Perform task
Assignment of tickets to an operating company providing

support Configure the operating company (see page 352)
Configure company access for people (see page 394)
Assignment of tickets to a vendor company providing support

Configure the vendor company (see page 382)
Configure company access for people (see page 394)
The company providing support to create tickets for the

customer company Configure support company access to create tickets
(see page 384)
Related topic
Configuring access to the vendor company (see page 382)
Configuring vendor companies
Vendor companies are third-party vendors that provide services for you. For information about
configuring an operating company, see Configuring companies (see page 352).
To configure a vendor company
2. From the Application Settings list, select Foundation > Organizational Structures >
Companies and Organizations, and then click Open.
3. On the Company form in the Company field, type the company's name.
4. For the Type, select Vendor.
5. Click Save. This clears the vendor company details from the form.
You must save the company record before you complete the configuration.
6. In the user interface, above the Company form, click New Search.
7. On the Company form, in the Company field, type the company's name, then click Search.
8. From the search results list at the top of the page, select the company that you just created.
9. Finish configuring the vendor company by providing any other information on the Company
form that your organization requires for the tracking of vendor companies.
Configuring access to the vendor company

So that support staff in the vendor company can access the vendor company's records, including
tickets that are assigned to them, you must grant them access to the vendor company.

In addition, this access gives the support staff access to CIs that are supported by the vendor
company, and also gives support staff access to processes that are set up for the vendor company,
such as templates and scripts.
Note
Support staff in the vendor company can create tickets only for the vendor company,
unless you also grant them access to create tickets.
To grant access to a vendor company
2. From the Application Settings list, select Foundation > People and click Open.
3. Search for and select the appropriate person.
5. In the Access Restrictions area, click Update Access Restrictions.
6. In the Access Restriction field, select the type of company and then the company for which
you are granting access.
7. Click Add/Modify.
Example of a person being given access to the company in which the person works

8. Select and add other companies for which you are granting access.
9. Click Close.
10. On the People form, click Add.
Configuring support company access to create tickets

Use this feature to set up one company as a support company for another company. This feature
enables members of the support company to create tickets for customers in the other company.
In this topic, Vendorco is a support company for Calbro. Support staff at Vendorco can create
tickets for customers at Calbro. Vendorco support staff cannot, however, create tickets for
customers in ABC Corp.
To configure support company access to create tickets

1. From the Custom Configuration tab of the Application Administration Console, select
Foundation > People > Support Company Access Configuration, and then click Open.
Tip
If you are not sure whether the mapping exists, you can search for it. In the
Company field, select the company that is being supported and click Search.
2. If the mapping you need does not exist, click Create.

3. In the Add Support Company dialog box, in the Company field, select the company being
supported.
For example, select Calbro.
4. In the Support Company field, select the company that is providing support.
For example, select Vendorco.
5. Click Save.
6. To update permissions on current People records for the support company, select the same
customer company from the list next to the Update button, and then click Update.
For example, select Calbro in the Company field, and then click Update.
Note
You must perform this step to activate these settings for current people records.
The People records are updated with the company access permissions.
When you create new people for the support company, this company access permission is
automatically created. For example, if you create William Wenda as a member of Vendorco, the
support company access is set for William.
Assigning tickets to support personnel in other companies

The following table lists the types of tickets that you can assign to support staff in other companies,
depending on the BMC Remedy ITSM Suite applications that you have.
Tickets that can be assigned to support staff in other companies
Application Type of ticket
BMC Asset
Management CI unavailability
Purchase requisitions
BMC Change
Management Change requests (you can assign the vendor as the change manager, change assignee, change
implementor, or any combination)

Application Type of ticket
Tasks (you can assign a task to the vendor without assigning the change request)
Release requests
Activities
BMC Service Desk

Incident requests
Problem investigations (you can assign the vendor as the problem manager, problem assignee, or
both
Tasks (you can assign a task to the vendor without assigning the incident request or problem
investigation)
Known errors
Solution entries
Working with tickets for other companies

When support staff are assigned tickets from other companies, they see the tickets in the
applicable consoles and can work on the tickets.
For CIs, when you create a "Supported by" or "Used by" relationship to a people organization,
access to that CI is granted to people who have access to the people organization's company.
Example: Vendor company working on assigned incident request for an operating company
In this example, Mary Frontline works at the Service Desk and has access to Calbro. Joe
Customer, a customer at Calbro, calls and says that he cannot access his email in Microsoft
Outlook. Mary cannot resolve the incident request and assigns it to William Wenda at Vendorco.
When William Wenda opens the Incident Management Console, he sees Joe Customer's incident
request assigned to him; William opens the incident request and works to resolve the issue.
Because William does not have access to Calbro, he has the following restrictions when working
on Joe Customer's incident request (or any ticket from a company for which he does not have
access):
He is limited in how he can reassign the ticket, because he cannot see data for other
companies. He can reassign the ticket within Vendorco using any method. However, to
reassign the ticket to someone at Calbro, he must use the Auto Assign quick action.
The Auto Assign quick action can assign an incident to the appropriate support group, even
if the user does not have access to the support group's company.
For foundation data, such as product categorization and incident templates, William can
select only data that is for his company (Vendorco) or that is global.
William can access CIs only if his company (Vendorco) is specified as the company:
In the Company field
On the People tab, for "Used by" and "Supported by" relationships.
Example of part of the Incident Request form

If Vendorco is configured as a support company for Calbro, William can create new tickets for
Calbro customers. However, because Vendorco is not configured as a support company for ABC
Corp, William cannot create new tickets for ABC Corp customers.
When William is assigned a task, he is able to access the task from the Overview Console. He can
only see the parent change request, incident request, or problem investigation if the parent request
or investigation is assigned to a support group that William is a member of.
Configuring companies and organizational structures

This section describes how to configure your organization's structural information such as country,
geography, and sites.
Access point for Company and Organizational Structures custom configuration (see page
388)
Updating company information (see page 389)
Configuring support groups (see page 402)
Support group configuration for assignments (see page 414)
Tenancy mode (see page 428)
For all BMC Remedy ITSM foundation forms with status values, BMC Remedy AR System
Administrators can change the status of records by selecting from the following options:
Archive (Record can be archived but archiving is not done automatically by the system.)
Delete (Record can be deleted but deletion is not done automatically by the system.)

Enabled (Record can be verified for use within the application. This status might or might not
be the default status for a record.)
Obsolete (Record is no longer used but it is kept in the system for reference. The record
should not be deleted. If the record is not a people record then it is no longer available for
selection. People records with this status remain available for selection.)
Offline (Record has been taken out of Enabled status for a period of time with the intent of
enabling it again in the future. If the record is not a people record then it is no longer
available for selection. People records with this status remain available for selection.)
Proposed (Record has been filled in (or completed); however, it needs verification before
being moved to the Enabled state.)
Access point for Company and Organizational Structures custom configuration

The custom configuration for companies and organizational structures is accessed from the
Foundation > Organizational Structures expandable command list on the Custom Configuration tab
of the Application Administration Console.
The following figure shows the access point.
Tip
Carefully read the instructions for configuring organizational structures in the rest of this
section before using the configuration commands in the Foundation > Organizational
Structures expandable list.
Access point for the Organizational Structures custom configuration

Updating company information

During the standard configuration steps, you add basic company information.
You can further customize your company by adding:
Company aliases
Location information
Miscellaneous information, such as hours of operation, time zones, cost centers, budget
codes, and website URLs
Multi-tiered menu structure for a company
Adding a company alias (see page 390)

Adding and modifying company locations (see page 390)
Adding and modifying organizations (see page 392)
Configuring people and support groups (see page 393)
Adding miscellaneous company information (see page 396)
Configuring a multi-tiered company menu structure (see page 397)
Modifying a region (see page 398)
Modifying a site group (see page 399)
Adding a country currency (see page 399)
Adding geographic information (see page 400)

Adding a company alias

Company aliases can be used to provide a short name for a company or to group different
companies under a common name. Providing an alias for a company (or group of companies)
makes searching for a company from the Company field easier because the company can be
identified by more than one name. You can define one of more aliases for a company.
To add a company alias
2. From the Application Settings list, choose Foundation > Organizational Structures >
Companies and Organizations, and then click Open. The Company form appears.
Note
For further information about the contents of the Company form, see Overview of
creating and managing companies and sites (see page 390).
3. Search for the company.

4. Select the company from the list returned, and select the Alias tab.
5. Click Update Alias. The Company Alias Update dialog box appears.
6. Enter the company alias and click Add.
Tip
You can modify or delete a company alias by selecting it from the list and clicking
Modify or Delete.
7. Click Close.
Adding and modifying company locations

Some companies can have multiple locations. The location information includes the region, site
name, and site address information.
To add or modify a company location
4. Select the company from the list, and click the Locations tab.
5. Click Update Locations.

5.
Tip
Alternatively, you can view location information by selecting a location from the list
and clicking View Site Information.
The Location Update form appears. The company name that you previously selected
appears by default.
Location Update form
6. Enter a region or to add more site or address information to an existing region, select the
existing region from the Region list. Examples of regions are Americas, Europe, or Asia
Pacific.
7.
7. Enter a site group or select one that has been previously defined for the selected region.
Examples of site groups are Amsterdam or Paris for the Europe region.
8. Enter a site name.
9. Enter address information. The Country and City fields are required.
10. Select a time zone.
11. Click Add.
Tip
You can delete regions by selecting them from the list and clicking Remove.
12. Click Close.
Adding and modifying organizations

The organizational structure represents the organizations and departments within a company. You
can use the Company, Organization, and Department fields. Sales and Marketing are examples of
organizations; Widget Sales is an example of a department.
To add an organization
The Company form appears.
3. Either select the company from the Company list, or search for the company and select it.
4. Click the Organizations tab.
5. Click Update Organizations.
The Organization Update dialog box appears.
6. Enter an organization and a department.
7. Click Add.
The organization appears in the lists of organizations in BMC Remedy ITSM.
8. Click Close.
To modify an organization
The Company form appears.
4. Select the company, and then click the Organizations tab.
5. Click Update Organizations.
The Organization Update dialog box appears.
6.
6. Select the organization to modify.

The organization and department for the selected organization appear in the fields at the top
of the dialog box.
7. Perform either of the following tasks to modify all entries of the selected organizations:
Modify the organization, and then click Modify Organization.
Modify the department, and then click Modify Department.
8. Click Close.
Tip
To delete an organization, select the organization in the Organization Update dialog box,
and then click Delete.
Related topic
Performing common Foundation tasks (see page 780)
Configuring people and support groups

People and support groups can also be configured from the Company form.
To configure people and support groups from the Company form
3. Either select the company from the Company list, or search for the company and select it.
4. Depending on whether you are adding people or support groups, click the People or the
Support Groups tab.
Support groups tab

The Support Groups tab lists the support groups in the company.
From this tab you can perform the following tasks:
Add support groups for the company.

View or modify support groups for the company.
People tab
The People tab lists the people in the company.
From this tab you can perform the following tasks:
Add people to the company.

View or modify the record of anyone in the company.

Related topics
Configuring company access for people (see page 394)
Configuring company access for people

You grant people access to companies on the People form. You can grant someone access to one
company, access to multiple companies, or unrestricted access to all companies.
Note
By default, the Unrestricted Access check box on the People form is unselected.
You cannot restrict access to companies that are offline. Offline companies are not available from
selection lists, but those companies and their records are available from searches.
To grant a support group access to a company, you must provide access to each person who is a
member of the support group. If a single support group supports multiple companies, you might
give members of the support group unrestricted access or specify the multiple companies that
those members support.
Note
To grant access to a company, you must log in to an account that has access to that
company.
Granting a person access to a single company (see page 394)

Granting a person access to multiple companies (see page 395)
Granting a person unrestricted access to all companies (see page 396)
Granting a person access to a single company
Some people require access to a single company.
To configure access to a single company
1. On the Standard Configuration tab of the Application Administration Console, click the View
link next to People.
2.

4. In the Access Restrictions Area, click Update Access Restrictions.
Access Restrictions window
5. In the Access Restrictions dialog box, and in the Access Restriction field, select the type of
company for which you are granting access (customer, generic contact, operating company,
or vendor), and then select the company.
The figure in this topic shows the Operating Company company type selected. The
operating companies are displayed, and ABC Corp is selected.
7. Click Close.
8. On the People form, click Save.
Granting a person access to multiple companies
Some people require access to more than one company, but not to all companies.
To grant access to multiple companies
4. In the Access Restrictions area, click Update Access Restrictions.
5.
5. In the Access Restriction field of the Access Restrictions window, select a company for
which you are granting access.
7. Select and add other companies for which you are granting access.
8. Click Close.
Granting a person unrestricted access to all companies
Some people require access to all companies. For example, someone working in Global Support or
a Help Desk manager might require access to all companies.
Notes
Granting unrestricted access to all companies does not grant access to all areas of the
application. Application permissions determine whether the person can access incidents
or problem investigations.
To grant a person unrestricted access to all companies, or to remove unrestricted access

from someone, your login ID must have Unrestricted Access permissions.
Enabling Unrestricted Access for a user will prevent Visibility Groups in Knowledge
Management from functioning as expected, this means that the user can view all
Knowledge Articles within the system.
To grant unrestricted access to all companies
2. Search for and select the appropriate person, and then click the Login/Access Details tab.
3. In the Access Restrictions area, select the Yes check box next to Unrestricted Access.
4. Click Save.
Related topics
Configuring people and support groups (see page 393)
Adding miscellaneous company information

Other miscellaneous company information can be added. This information includes time zones,
cost centers, budget codes, currencies, and web page URL.
To add miscellaneous company information
3.

4. Select the company from the list, and click the Miscellaneous tab.
Miscellaneous company information tab
5. Update the miscellaneous information as needed. This information is optional, but it is

important to document with the rest of the company information.
Note
The Time Zone field is for information only and does not update the system time
zone value for the company. The Currency field is for information only and does
not update the system currency value for the company.
Related topics
Adding a country currency (see page 399)
Setting a time zone
Configuring a multi-tiered company menu structure

Optionally, you can use the Menu Structure Tier fields on the Advanced Configuration tab to create
a two-tiered or three-tiered menu structure for selecting the Company value in other forms. The
default is a single-tier menu structure.
The following figure shows an example of the multi-tiered and single-tiered company menu
structure. This example is also available on the Advanced Configuration tab.
Example of multi-tiered and single-tiered menu structure
Note

When you save the record, the company is automatically entered in the Menu Structure
Tier 1 field on the Advanced Configuration tab.
To configure a multi-tiered company menu structure
1. From the Applications menu on the IT Home Page, choose Administrator Console >
Application Administrator Console.
5. Select the company from the list and click the Advanced Configuration tab. The Advanced
Configuration tab is shown in the following figure.
Advanced Configuration tab for multi-tiered company menu structure
By default the company name appears in the Menu Structure Tier 1 field as the base for a
multi-tiered menu structure or as the only company name for a single-tiered menu structure.
6. Fill out the Menu Structure Tier 2 and Menu Structure Tier 3 fields with the company
structure to be used for the tiered menus.
7. Click Save and then Close.
Related topic
Modifying a region
You can modify and delete regions from the Advanced Configuration tab of the Company form.
To modify a region
Companies and Organizations, then click Open. The Company form appears.
4. Select the company, and then click the Advanced Configuration tab.
5.
5. Click Update Regions. The Region Update dialog box appears.

6. Select the region to modify. The selected region appears in the field at the top of the dialog
box.
7. Modify the information, and then click Modify.
8. Click Close.
Tip
To delete a region, select the region in the Region Update dialog box, and then
click Delete.
Related topic
Modifying a site group

You can modify and delete site groups from the Advanced Configuration tab of the Company form.
To modify a site group
Companies and Organizations, then click Open. The Company form appears.
4. Select the company, and then click the Advanced Configuration tab.
5. Click Update Site Groups. The Site Group Update dialog box appears.
6. Select the site group to modify. The selected site group appears in the field at the top of the
dialog box.
8. Click Close.
Tip
To delete a site group, select the site group in the Site Group Update dialog box,
and then click Delete.
Related topic
Adding a country currency

You can add or modify currency information for a country.
To add a country currency

2. From the Application Settings list, choose Foundation > Organizational Structures > Country
Currency, and then click Open. The Country Currency form appears.
3. Click the New button in your browser.
4. Select the country.
5. In the Country Code (ISO) field, select a country name.
6. In the Currency field, enter the currency, such as Euro for France, and optionally enter a
description.
7. In the Multi-Currency field, select a currency number to map to the currency definition that
you are making for the selected country. You can enter five different currencies for a
country.
8. In the Currency ISO Alpha field, enter the three-character ISO 4217 currency code. For
currencies defined by supra-national entities, use the two-letter entity codes preceded by an
X, such as XCD for the Central Caribbean Dollar.
9. Enter any optional currency information.
10. Select the status.
11. Click Save.
Tip
To modify a country currency, select it, make the modifications, and then click Save
.
To delete a country currency, select it, select Delete for the Status, and click Save.
Then click the Delete button below the results list in a browser.
Adding geographic information

First you must add a country. The country is used by the miscellaneous country information to
define information that depends on country, such as currency. The geographic information further
defines the location of you company by identifying the state, province, and city.
To add a country (see page 401)

To add a state or province (see page 401)
To add a city (see page 402)
Note
Because of the amount of such information in the database, narrow a query as much as
possible. If you perform a search by city name alone, the search might take a long time
and degrade performance on the BMC Remedy AR System server.

To add a country
Geography Country, and then click Open.
The Geography Country form appears.
4. Enter or select the country name and two-character ISO 3166 country code, such as
Argentina and country code AR.
5. In the International Dialing Codes area, select the country to populate the field with the
country code, such as 54 for Argentina.
6. Enter any optional dialing information.
8. Click Save.
Tip
To modify a country, select it, make the modifications, and then click Save.
To delete a country, select it, select Delete for the Status, and click Save. Then click the
Delete button below the results list in a browser.
To add a state or province
Geography State-Prov, and then click Open.
The Geography State-Province form appears.
5. Enter the new state or province.
7. Click Save.
Tip
To modify a state or province, select it, make the modifications, and then click Save.
To delete a state or province, select it, select Delete for the Status, and click Save. Then
click the Delete button below the results list in a browser.

To add a city
Geography Cities, and then click Open.
The Geography City form appears.
5. Select the state or province.
6. Enter the city to add.
8. Click Save.
Tip
To modify a city, select it, make the modifications, and then click Save.
To delete a city, select it, select Delete for the Status, and click Save. Then click the
Delete button below the results list in a browser.
Configuring support groups

Support groups are used to group people so that they can be assigned different permissions based
on their role within the company.
There are several different places where support group information has to be configured before
you can create support groups as described in this section:
The Support Groups structure is defined as Company > Support Organization > Support
Group, which represents how a company is structured from a support perspective.
Data that is used to create support groups is defined in the Support Groups tab of the
People or Company form.

Adding and modifying group aliases (see page 405)
Adding favorite groups (see page 405)
Adding on-call schedules (see page 406)
Setting up group notifications (see page 409)
Adding members to a support group (see page 411)
Adding business hours and holidays (see page 412)

Related topics
Working with support staff (see page 440)
Creating support groups (custom configuration)

This procedure describes how to add a support group.
When you create a support group, a permission group is automatically added to the Group form in
BMC Remedy AR System, which can be used to control access to configuration items (CIs) in
BMC Asset Management.
Note
To create a support group on the Support Group form, you must complete the information
about the Support Group tab and save the form before you can add information to the
other tabs.
Tip
To avoid BMC Remedy AR System server performance issues, add support groups
during non-peak hours.
To create a support group
Note
You can only create support groups for companies that have a type of Operating
Company, Customer, or Vendor.
2. From the Application Settings list, choose Foundation > Organizational Structures > Support
Groups, and then click Open. The Support Group form appears.
Support Group form

3. On the Support Group tab, enter or select information in the Support Company, Support
Organization, Support Group Name, and Support Group Rolefields.
Note
The Support Group Role field describes the role that the support group has in the
organization, such as the Help Desk function or Tier 2 support.
4. Click Save.
The Support Group is created. You can modify the support group to change On-Call options
and add more information.
Vendor Select Yes to indicate that the support group is an external support group or No for an internal support group.
Group Vendor groups are used in BMC Service Desk: Incident Management for defining underpinning contracts with
external vendors. You can also select Vendor Groups on the Vendor tab of the Incident form in BMC Service
Desk: Incident Management.
On- Select Yes to indicate that the support group has an on-call schedule that can be used for assignment after
Call normal business hours.
Group
Related topics

Adding and modifying group aliases

A group alias is another term or abbreviation that you can use to reference a support group.
Aliases are used in the type-ahead searches on the Support Group field. You can add information
to a Support Group field by entering a partial or complete support group or support group alias
name and pressing Enter to add the complete support group name. A Support Group entry can
have one or more Group Alias entries defined for it.
To add a group alias
3. Search for the support group.
4. Select the support group, and then click the Group Aliases tab.
5. Click Update. The Support Group Alias Update dialog box appears.
6. Type a support group alias into the field at the top of the dialog box, and then click Add.
7. Click Close.
To modify a group alias

2. Select the support group, and then click the Group Aliases tab.
3. Click Update. The Support Group Alias Update dialog box appears.
4. From the list, select the support group alias to modify. The selected support group alias
appears in the field at the top of the dialog box.
6. Click Close.
Tip
To delete a support group alias, select the support group alias in the Support Group Alias
Update dialog box, and then click Delete.
Related topics
Adding favorite groups

Favorite groups are support groups that are routinely assigned or reassigned incidents. Favorite
groups are used in the Set Assignment Using field on the Assignment tab on BMC Remedy ITSM
forms as a quick method of selecting a group.

Note
Favorite groups work only for your default group, which is set in the People form.
To add a favorite group
4. Select the support group, and then click the Favorite Groups tab.
5. Click Update. The Favorite Groups dialog box appears.
6. Select the Company, Support Organization, and the Support Group Name.
7. Click Add, and then click Close.
Tip
To delete a Favorite Group, select the Favorite Group in the Favorite Groups
dialog box, and then click Delete.
Related topic
Adding on-call schedules

Support groups that are responsible for critical items can be scheduled to be available, or on-call,
for certain hours of the day. The on-call feature enables you to set up support schedules for paging
notifications.
On-call functionality works with your third-party paging software to send page notifications. When a
support group is specified as an on-call group, assignment to the support group notifies the
appropriate people using the on-call schedule.
To add an on-call schedule
4. Select the support group, and then click the On-Call tab.
5. Click Add. The On-Call Support Update form appears.
On-Call Support Update form

5.
6. Select the On-Call Paging Type option.

Select Genericif the support group shares a pager for on-call.
Note
If you select Generic as the On-Call Paging Type, you must complete the
Generic Pager section of the form. Also, you must set up pager service
provider information in the Pager Service Provider Configuration form.
Select Individual if each support group member has a different pager. If you select
Individual, you must define paging parameters in each individual's people profile
entry in the People form.

Note
If you set the On-Call Paging Type option to Individual, you must complete
the Individual Pager section of the form.
7. Select Enabled for the Status of the on-call schedule.

Do either step 8 or step 9.
8. If you selected the on-call paging type Generic and the pager service provider requires a
phone number, perform the following steps:
a. Select the pager service provider.
b. Click in the Notification Pager field and press Enter. The Phone details dialog box
appears.
c. In the Phone details dialog box, enter the pager phone number, including the
Personal Identification Number (PIN), if there is one, and then click OK.
d. If you selected the Pager Service Provider supports email pages option, enter the
Pager Email address.
e. Select the language in which the pager message is to be received. If you selected the
on-call paging type Individual, perform the following steps:
f. Enter the Remedy Login ID.
g. If you want to work with the People record associated with the login ID entered, click
Profile.
9. To specify the applications in which this on-call schedule profile is used, select Yes for the
Active option in the Incident Management Settings, Change Management settings, and
Request Management Settings areas, as appropriate.
10. Select Priority and Risk values to determine when an on-call page is sent. For example, if
Send if Priority >= is set to High within the Incident Management Settings area, on-call
pages are sent only for incidents where the priority is High or Critical. Leave this field blank if
you want on-call pages to be sent independent of priority and risk.
Tip
Under Change Management Settings, Risk Level 5 is the highest even though 1 is
indicated as the highest under the field. This is being fixed for a later release of
BMC Remedy ITSM Suite.
11. Click Update in the Paging Times area to set up the on-call schedule. The Define Business
Hours form appears.
Define Business Hours form

12. Click Server Time Zone to fill the Time Zone field.
13. Select the hours or click the 7 X 24 or Default button, and then click Save.
14. In the On-Call Support Update dialog box, click Save.
To modify an on-call schedule

2. Select the support group, and then click the On-Call tab.
3. Select the on-call schedule, and then click View. The selected on-call schedule appears.
4. Modify the information, and then click Save.
Note
To delete an on-call schedule, select the schedule, and then click Delete.
Related topics
Configuring pager service (see page 539)
Setting up group notifications

Group notifications ensure that all members of a support group receive the same notifications.
Group notifications are enabled by default.

Note
If you need to turn off group notifications, open the Group Notifications Settings tab, as
described in Adding group notifications distribution lists (see page 410), and select Yes
for Disable Group Notifications.
The default behavior of group notifications causes the system to send a notification to each
individual in the support group one at a time. If a support group has 25 members or more,
however, this behavior can degrade system performance. For support groups with 25 people or
more, consider configuring group notifications to use a distribution list (see page 410), which will
improve notification performance.
Adding group notification distribution lists

This procedure describes how to add a distribution list to a support group, to improve system
performance when using group notifications.
If your support group has 25 members or more, using a distribution list improves system
performance. For more information about the benefits of using a distribution list for group
notifications, see Setting up group notifications (see page 409).
To add a distribution list
Groups, and then click Open.
The Support Group form appears.
Support Group form

3. On the Group Notification Setting tab, ensure that Disable Group Notifications is set to No.
4. In the Group Email box, enter the individual email addresses of the support group members.
Alternatively, if you have already defined a distribution list for the support group with your
email server, you can enter the distribution list here. If necessary, you can also enter a
combination of individual email addresses and distribution lists.
5. Click Save.
Adding members to a support group

From the People Display tab, you can add individuals to and remove them from a support group.
To add members to a support group
1. Make sure that the people have been added in the People form and are designated as
Support Staff.
5. Select the support group, and then click the People Display tab.
6. Click Add.
Tip

The People Display and Roles Display tabs on the Support Group form show
important information about support staff individuals. People Display shows the
individuals who belong to the support group. Roles Display shows the roles for
each individual within a group.
The Support Staff Search dialog box appears.

7. Search for the support staff to add using the search criteria fields provided.
8. From the list select the individuals to relate to the support group.
9. Click Add, and then click Close.
Related topic
Adding business hours and holidays

You can view and modify the hours of operation for each support group on the Business Hours and
Holidays tab of the Support Group form. Support group business hours and holidays are used to
determine when group notifications are sent and they are also used in effort log tracking, which
uses actual and business hours to calculate the effort for the people to which incidents are
assigned.
To add business hours and holidays
4. Select the support group, and then click the Business Hours and Holidays tab.
5. In the Business Hours area, click Update. The Define Business Hours form appears.
6. To select the time zone for the BMC Remedy AR System server, click Server Time Zone.
Note
To set the server time zone, you must first specify the time zone by using the Time
Zone form.
7. Enter the start and end times or click the 7 X 24 or Default button, and then click Save. The
business hours that you specified appear on the Business Hours and Holidays tab.
Business Hours and Holidays tab showing business hours added

8. Click Update in the Business Holidays section of the tab. The Business Holidays Definition
dialog box is displayed.
9. On the Business Holidays Definition dialog box, click Server Time Zone to select the time
zone for the BMC Remedy AR System server. Use the same time zone that you set in
Setting a time zone (see page 426).
Note
Business hours are expressed according to the Server Time Zone. For example, if
the Server Time Zone is set to GMT, then 9:00 a.m. in the Central Time Zone,
North America appears as 3:00 p.m.
10. In the Holiday field, enter a holiday date.

11. Click Add, and then enter the remaining holidays.
12. When you have entered all holidays, click Close.
13. On the Business Hours and Holidays tab of the Support Group form, click Save and then
click Close.
Related topics

Support group configuration for assignments

When a support group is created for a company, it is available for resolving the company’s tickets.
However, configuring valid support groups for a company is necessary in the following scenarios:
A company might have multiple support groups but all the support groups may not be
relevant to a ticket. Having an irrelevant support group in the assignment menu might lead
to confusion or incorrect assignment.
A company might need to assign its tickets to the support group of another company.
The Support Group Assignment Configuration form allows you to manually configure valid support
groups for a company, which can be used to resolve tickets.
This topic lists the following details:
Terminology (see page 414)

Permissions required to use the Support Group Configuration form (see page 415)
Support Group Assignment Configuration form data (see page 415)
Enhancements introduced in 9.1.00 and 9.1.02 (see page 416)
Configuring valid support groups (see page 416)
Visibility of support groups in assignment menus (see page 417)
Assignment menus for applications of BMC Remedy ITSM (see page 418)
Error messages (see page 421)
Terminology
The following table lists the terms that are relevant to support group assignment configuration:
Term Details
Assignment The fields that include the support groups on a ticket are referred as assignment menus. For example, if you are
menu creating an incident by using the HPD:Help Desk form, the Assigned Group and Owner Group fields include the
support groups that are relevant to the companies specified in the company fields. These fields are referred as
assignment menus in the documentation. To see a list of assignment menus associated with BMC Remedy IT
Service Management applications, click here (see page ).
Customer Customers who request support belong to the customer company. For example, Allen raises an Incident
company Management ticket for Calbro Services. Calbro Services is referred as customer company for this ticket.
Location The company associated with a location where the changes requested through a ticket are implemented. For
company example, Calbro Services is located in New York. Allen raises a ticket for Calbro Services to resume the email
server which is located in Paris. Invention Inc is associated with the Paris office of Calbro Services. For this ticket,
Invention Inc is the location company.
-Global-
-Global- is an option available in the company list while creating or modifying a knowledge article, task, or a
solution. For example, while creating a knowledge article, if you select -Global- in the company filed, the
knowledge article is available for all companies.
-Global- is an option available in the company field on the Support Group Assignment Configuration form. If
you select this option and define a support group for it, the defined support group is available for all
companies for assignment.

Term Details
Auto- You can configure assignment routing to an individual or a support group so that system automatically assigns
assignment records such as problem investigations or change requests to the appropriate individual or support group. For
details on how to auto-assign, see auto assignments (see page 544).
Permissions required to use the Support Group Configuration form

An administrator or a user with Contact Organization Admin permission need to manually configure
an entry in the Support Group Assignment Configuration form for a support group if a support
group can be assigned to a company other than the company it belongs to. This includes the -
Global - company.
Support Group Assignment Configuration form data

The Support Group Assignment Configuration form contains the following data:
When a support group is created for a company, it is automatically configured in the Support
Group Assignment Configuration form.
When you upgrade from an earlier version of BMC Remedy ITSM to version 9.1.02, the
following data is automatically configured in the Support Group Assignment Configuration
form:
Data from auto-assignment form (CFG:Assignment)
Notes
Though auto-assignment data is configured in the Support Group

Assignment Configuration form, the auto-assignment data continues
to be available on the CFG:Assignment form also.
In version 9.1.02, the auto-assignment data configured for -Global- is
also automatically configured in the Support Group Assignment
Configuration form.
All the support groups within a company

Assignment data from the template forms such as Change Management, Release
Management, Activity, Task Management, and Work Order templates
Note

The system displays an error message if the support groups defined in the
older versions of Incident Management template are not valid per the
Support Group Assignment Configuration form. To prevent the error
message, you can either assign a valid support group to template
assignment or modify the support groups defined in the template
assignment data.
Enhancements introduced in 9.1.00 and 9.1.02

The following table lists the transition of support group assignment configuration features in the
BMC Remedy ITSM versions 9.1.00, 9.1.01, and 9.1.02.
Feature Versions 9.1.00 and Version 9.1.02

9.1.01
Form title Configure Assignment Support Group Assignment Configuration

Groups for a Service
Company
Configuring single support group for multiple Defining a support Users can quickly define a single support group
companies group for multiple for multiple companies by using the Single
companies is a tedious support group to multiple companies
task especially if a configuration mode available on the Support
company has hundreds Group Assignment Configuration form.
of companies attached
to it.
Configuring global support groups Not available. Users can define global support groups which
would be available for all companies for
assignment. Whenever a new company is
added to a company, the global support groups
are available in the assignment menus for the
new company as well.
Support groups displayed in the assignment The assignment menus As support groups can be configured for -
menus if you select the -Global- option available in display the support Global- in 9.1.02, when you select the -Global-
the company fields for the applications such as groups based on the option in a company field, the assignment
BMC Remedy Knowledge Management, BMC logged in user's menus display the support groups that are
Remedy Task Management (TMS:TaskTemplate), permissions. configured for -Global- .
and Solution Database
Migration of the auto-assignment data configured The auto-assignment The auto-assignment data configured for -
for -Global- data configured for - Global- is automatically configured in the
Global- is not migrated Support Group Assignment Configuration form .
to the Configure
Note: Though the auto-assignment data for -
Assignment Groups for
Global- is configured in the Support Group
a Service Company
Assignment Configuration form, the auto-
form.
assignment data continues to be available in
the CFG:Assignment form also.
Configuring valid support groups

To configure valid support groups for a company, refer to the following topics:

Support group configuration for assignments in versions 9.1.00 and 9.1.01 (see page 421).
Support group configuration for assignments in version 9.1.02 (see page 423).
Visibility of support groups in assignment menus
Assignment menus vs assignee fields: While creating or modifying a ticket for a company,
the assignment menus and assignee fields display the following details:
Assignment Assignee fields
menus
All the The assignee fields are used to assign tickets to individuals. The assignee fields display the
support members of the support groups, which are selected in the assignment menus. However, if the
groups logged in user does not have access permissions to the support group's company, the assignee
configured fields do not display the members of the support group. If the logged in user is unable to assign a
for a ticket to an individual, an administrator can take one of the following actions:
company Allow the BMC Remedy Assignment Engine to automatically assign a ticket to an individual
Support Provide access permissions to the logged in user to the assigned support group's company.
groups
configured
for the -
Global-
company
Example
Configure the following support groups for Calbro Services by using the Support Group
Assignment Configuration form:
Support group Support group’s company
Support group ABC1 ABC Corp
Support group Inv1 Invention Inc
While creating or modifying an incident for Calbro Services, Allen from Calbro Services
sees the above support groups in the Assigned Group and Owner Group fields. However,
the assignee list fields Assignee and Owner display the individuals based on the assigned
support group and Allen’s access to the assigned support group’s company.
Allen has Allen selects the The assignee list fields display the following individuals
access to following support
support group in the
group’s Assigned Group or
company? Owner Group
fields
Yes Support group Individuals from the assigned support group

ABC1
No Support group Inv1

Allen has Allen selects the The assignee list fields display the following individuals
access to following support
support group in the
group’s Assigned Group or
company? Owner Group
fields
The assignee list does not display the individuals from the assigned support
group as Allen does not have access permissions to the support group's
company, Invention Inc. An administrator can allow the BMC Remedy
Assignment Engine to automatically assign the ticket to an individual or provide
access to Allen to Invention Inc.
Search for tickets: The assignment menus display the support groups based on the logged
in user's permissions when you search for tickets from the respective BMC Remedy IT
Service Management application menu on the Home page.
Assignment menus for applications of BMC Remedy ITSM

The following table displays the list of assignment menus for BMC Remedy ITSM applications. The
fields that include the support groups on a ticket are referred as assignment menus. The location
and customer companies selected while creating or modifying a ticket are referenced as company
fields.
Application Form Assignment menu Company fields

considered
Incident HPD:Help Desk

Management Assigned Group Company
Owner Group (1000000001)
Company*+
(1000000082)
Problem PBM:Known Error

Management Assigned Group Known Error
Co-ordinator Group Location+
(1000000001)
Problem PBM:Problem
Management Investigation Assigned Group Problem
Co-ordinator Group Location
Company+
(1000000001)
Requester
Company*
(1000000082)
Problem PBM:Solution Database

Management Assigned Group


considered
Location
Company*+
(1000000001)
Organization
Company*+
(1000000082)
Change CHG:Infrastructure
Management Change Co-ordinator Group Customer
Manager Group Company
(1000003299)
Change
Location
Company
(1000000001)
Change CHG:Template
Management Change Coordinator Support Company Location
Change Coordinator Support Organization Company
Change Coordinator Support Group (1000000001)
Change Manager Support Company
Change Manager Support Organization
Change Manager Support Group
Note: The assignment menus display the following support

groups:
Support groups defined for the location

company
Support groups with the functional role as
Change Coordinator or Change Manager for
Change Coordinator Menus
Support Groups with the functional role as
Change Manager for Change Manager
menus
Release RMS:Release
Management Co-ordinator Group Release
Location
Company
(1000000001)
Release RMS:Template
Management Release Coordinator Support Company Location
Release Coordinator Support Organization Company
Release Coordinator Support Group (1000000001)
Asset AST:PurchaseRequisition Company (in Assignment Tab)

Management Requested
For
Company*+
(1000000001)


considered
Service WOI:WorkOrder
Request Support Group Name (Request Manager) Company*+
Management Support Group Name (Request Assignee) (1000003299)
Location
Company*+
(1000000001)
Service WOI:Template Location Company

Request Request Manager Support Company (1000000001)
Management Request Manager Support Organization
Request Manager Support Group
Request Assignee Support Company
Request Assignee Support Organization
Request Assignee Support Company
Note: The assignment menus display the following support

groups:
Support groups associated with a location

company
WOI Assignee and WOI Manager for
Request Assignee menus
WOI Manager for Request Manager menus
Knowledge RKM:
Management KnowledgeArticleManager Assigned Group Company*+
(1000003299)
Location
Company*+
(1000000001)
Configuration CFG:Assignment
Assignment Support company Location
Company
(1000000001)
Contact
Company*+
(1000000082)
Task TMS:Task
Management Assignee Company Location
Assignee Organization Company
Assignee Group (1000000001)
Customer
Company
(1000003299)
Task TMS:TaskTemplate
Management Assignee Company Location
Assignee Organization Company
Assignee Group (1000000001)


considered
Activity AAS:Activity
Assignee Support Company Location
Assignee Support Organization Company
Assignee Support Group (1000000001)
Activity AAS:Template
Assignee Support Company Location
Assignee Support Organization Company
Assignee Support Group (1000000001)
Error messages
While creating or modifying a ticket, the BMC Remedy ITSM suite applications, BMC MyIT, BMC
Remedy with SmartIT, and any other integration with BMC Remedy IT Service Management
applications may display the following error messages pertaining to support groups configuration
for assignments:
Code Message Explanation
ARERR The Support Group <name of the support group> is not configured for The error message is displayed when at
51001 assignment to Company <name of the location company> on <name of least one of the following scenarios is
the form> form. Please contact your Administrator. true:
Location company and customer

company are the same.
Location company is present but
customer company is not
specified.
Customer company is present but
location company is not specified.
ARERR The Support Group <name of the support group> is not configured for The error message is displayed when
51016 assignment to either Company <name of the location company> or <the the selected support group is not defined
name of the customer company> on <name of the form> form. Please for either the location company or the
contact your Administrator. customer company.
Related topic
Support group configuration for assignments in versions 9.1.00 and 9.1.01

As an administrator or a user with Contact Organization Admin permission, you can configure or
define valid support groups for a company by using the Configure Assignment Groups for a
Service Company form. While creating or modifying a ticket, the assignment menus display the
support groups that are defined for companies (location and customer companies) referenced on
the ticket.
This topic provides the following details:

To configure support groups for assignment (see page 422)

To prevent the availability of a support group for assignment (see page 423)
To configure support groups for assignment
1. Choose Administration Console >Application Administration Console > Custom

Configuration >Foundation > Advanced Options > Support Group Assignment Configuration
to display the Configure Assignment Groups for a Service Company form.
2. From the Support Company list, select a company whose support groups you wish to
associate with another company. When you select a company from the Support Company
list, all the support groups associated with the selected company are displayed on the left
side of the Configure Assignment Groups for a Service Company form.
3. From the Service Company Assignment Support Groups list, select a company to which you
wish to add the support groups.
4. From the support groups list that are displayed on the left, select the required support
groups and click . The support groups list on the right side of the Configure
Assignment Groups for a Service Company form now display updated list of support groups.
5. Click Close.
Note

Support Group assignment configuration does not affect what company the support group
is a part of. It only defines which companies can use the configured support group to
resolve their tickets.
For example, Calbro Services has three support groups - Backoffice Support, Change
Management, and Frontoffice Support. If you define the Frontoffice Support as a valid
support group for ABC Corp by using the Support Group Assignment Configuration form,
Frontoffice Support continues to be a part of Calbro Services and is available for
assignment to both Calbro Services and ABC Corp.
To prevent the availability of a support group for assignment
1. Choose Administration Console > Application Administration Console > Custom

to display the Configure Assignment Groups for a Service Company form.
2. From the Service Company Assignment Support Groups list, select a company whose
support groups you wish to prevent from being displayed in the assignment menus. When
you select a company from the Service Company Assignment Support Groups list, all the
support groups associated with the selected company are displayed on the right side of the
Configure Assignment Groups for a Service Company form.
3. From the support groups list that is displayed on the right, select the required support
groups and click .

4. Click Close. The selected support groups are restricted from the assignment menus.
To know which assignment menus are affected when you define the support groups, see
Assignment menus for applications of BMC Remedy IT Service Management (see page ).
Related topics
Support group configuration for assignments in version 9.1.02

As an administrator or a user with Contact Organization Admin permission, you can configure or
define valid support groups for a company by using the Support Group Assignment Configuration
form. The Support Group Assignment Configuration form has two configuration modes:
Multiple support groups to single company: Use this configuration mode to do the following:
Define multiple support groups for a single company.

Define global support groups so that the defined support groups are available for
assignment to all companies.
For details, see To configure multiple support groups for assignment for a single company (see
page 424).
Single support group to multiple companies: A service provider company might have
hundreds of companies associated with it. If some of the companies in a service provider
organization need to use a specific support group for resolving their tickets, this
configuration mode helps in defining a single support group for multiple companies.
For details, see To configure a single support group for assignment for multiple companies (see
page 425).
To configure multiple support groups for assignment for a single company
1. Choose Administration Console > Application Administration Console > Custom

to display the Support Group Assignment Configuration form.
2. Set the Configuration Mode to Multiple support groups to single company.
3.
3. From the Support Company list, select a company whose support groups you want to make
available for assignment to another company.
4. From the Select a Company to configure the support groups for assignment list , select a
company or - Global -. If you select - Global -, the support group selected in step 5 would be
available for assignment for all companies.
5. From the List of available support group[s] for the selected company: , select the required
support groups and click . The support group
[s] listed below are available for assignment: table displays the updated list of support
groups.
To make a support group unavailable for assignment for a company, select the
required support group from The support group
[s] listed below are available for assignment: table and click .
6. Repeat steps 3 and 5 to make support groups of another company available for assignment
to the company selected in step 4.
7. Click Close.
To configure a single support group for assignment for multiple companies
1. Choose Administration Console >Application Administration Console > Custom

Configuration > Foundation > Advanced Options > Support Group Assignment Configuration
to display the Support Group Assignment Configuration form.
2. Set the Configuration Mode to Single support group to multiple companies.
3. From the Select Support Group list, select a support group to make it available for
assignment to multiple companies.
The selected support group is available for assignment for the companies listed below:
table displays the companies for which the selected support group is already configured for
assignment.
4.
4. From the Select companies to configure the support group for assignment: table , select
companies for which you want to make the selected support group available for assignment
and click . The selected support group is available for assignment for
the companies listed below: table displays the updated list of support groups.
Note
To make the selected support group unavailable for companies for assignment,
select the required companies on the right side and click .
5. Click Close.
Note
Support Group assignment configuration does not affect what company the support group
is a part of. It only defines which companies can use the configured support group to
resolve their tickets.
For example, Calbro Services has three support groups - Backoffice Support, Change
Management, and Frontoffice Support. If you define the Frontoffice Support as a valid
support group for ABC Corp by using the Support Group Assignment Configuration form,
Frontoffice Support continues to be a part of Calbro Services and is available for
assignment to both Calbro Services and ABC Corp.
Related topics
Setting a time zone
The information that you provide in this procedure is written to the CFG:Time Zone form and is
used by the BMC Remedy ITSM system in workflow operations that require a time zone
component when working with business time related calculations (for example, evaluating the
status of a service level agreement).
Operating system time zone

The operating system time zone is independent of the BMC Remedy ITSM server time zone that
you set in this procedure.

In most cases, the operating system time zone that you configure on the BMC Remedy ITSM
server is the same as the time zone of your physical location. However, this is not always the case.
For example, if you are using a hosted data center model, the operating system time zone could be
different from your physical location.
Best practice
BMC recommends that you set the BMC Remedy ITSM server time zone to match the
operating system time zone. If you do not, the system can generate inaccurate business time
calculations.
Setting time zones in a server group

When working in a server group, you need to set the BMC Remedy ITSM server time zone only on
the administration server. The BMC Remedy ITSM server time zone setting that you configure on
the administration server is reflected in the other servers in the group, because they share the
same database.
You must, however, set the operating system level timezone on each server in the group
individually. Ensure that you set the operating system level time zone to the same time zone on
each server in the group. If the servers in the group have different operating system level time
zones, time based escalations run incorrectly.
To set a BMC Remedy ITSM server time zone
2. From the Application Settings list, choose Foundation > Organizational Structures > Time
zone, and then click Open. The Time Zone form appears.
3. Click Search to find the time zone in which your application server is located.
4. Select your time zone from the results list.
Note
The system displays the time zone offset values in seconds.
5. To make the selected time zone the default, select Yes in the Server Time Zone field.
Note
When you select Yes for the Server Time Zone field, the system enables the Save
button and disables the default time zone.

6. (optional) If you are setting a time zone that recognizes Daylight Savings Time (or Summer
time), select the Automatically adjust clock for daylight saving changes option.
By setting this option, any time based features will take twice yearly time changes into
consideration (for example, support group assignments, time based calculations, and so
on).
7. Click Save and then click Close.
Note
When you set the BMC Remedy ITSM server time zone to match the operating
system time zone and then click Save, the value in the Server Time Zone Offset
field changes to 0, indicating that the server time and the operating system time
are the same.
Related topics
Adding business hours and holidays (see page 412)
Adding miscellaneous company information (see page 396)
Tenancy mode
If you are using the multi-tenancy feature of BMC Remedy ITSM Suite, you can use the Company
field to control access when configuring people. In multi-tenancy mode, people who are granted
unrestricted access have access to data either from all companies or the companies that you
specify, and can submit and manage records, such as investigations and change requests, for
those companies.
Set the Tenancy Mode on the System Settings form to one of the following modes:
Multi-Tenancy, which means that users select the appropriate company from the Company
field
Single-Tenancy, which means that the Company field defaults to a single company
Note
You must set a default company to allow unknown users to use the BMC Remedy ITSM
Requester console.
Related topics

Configuring people information

This section describes how to configure information for people in the BMC Remedy ITSM Suite,
including each person's company, organization, business and home addresses, desk location,
support groups, and other information.
Access point for the People custom configuration (see page 429)
Setting the VIP and Sensitivity fields on People records (see page 432)
Adding people without using templates (see page 436)
Adding additional contact information for support and non-support people (see page 447)
Adding people attributes (see page 448)
Adding additional work information about a person (see page 449)
Relating CIs to people (see page 450)
Adding cost centers for people (see page 451)
Adding login IDs and access rights (see page 451)
Resetting a person's password or login ID (see page 454)
Adding notification information (see page 458)
Adding alternate approver information (see page 458)
People Management console (see page 459)
Deleting people records (see page 466)
Understanding people profiles video
Disclaimer
Access point for the People custom configuration

The custom configuration for people is accessed from the Foundation > People expandable
command list on the Custom tab of the Application Administration Console.
Tip
Carefully read the instructions for configuring people in the rest of this section before
using the configuration commands in the Foundation > People expandable list.

Access point for the People custom configuration
People information
People can be defined as support and non-support staff. This is done from the People form (see
page 358).
Support Staff are typical users of the application. They require a login ID, application permissions,
and BMC Remedy AR System licenses, and they must belong to at least one support group.
Non-support users are all other people that work for your company who would require services
from your support groups.
Permissions and functional roles determine what people information can be viewed or modified by
different users. For example, if you have the permission of Contact People Admin, you can change
a person's company or contact information, but not that person's support group association. An
individual can have one or many permission sets.

Certain selections that you make on the People form determine whether you need to complete
additional information. For example, if you are creating a record for a support person, you must
enter a login ID before saving the entry. Also, when creating a record for a new person, you must
enter a site for an office-based employee and a home address for a home-based employee.
Note
Always configure people records by opening the BMC Remedy ITSM People form from
the Application Administration Console. Information that you add or modify on the BMC
Remedy ITSM People form is automatically updated to the BMC Remedy AR System
User form, but information updated on the User form is not updated to the People form.
Tip
The procedures in this section require you to search for information.
Using Other Functions on the People form

The Other Functions navigation pane for the People form contains the following options:
Paging System — Enables you to page individuals or the on-call member of a group about
the current record. For more information, see Paging a person or on-call group.
View Audit Log — Enables you to view field and notification audits that relate to the request.
When certain fields are changed, when the status is changed, or when system notifications
are sent, an audit entry is generated to track the modification. To filter the information
shown, you can select the Audit Type that you would like to view (for example, All, Status,
Location, or Remedy User Information).
Advanced Search — Enables you to perform searches for people based on specific people
child records (such as work information, permission groups, support groups, and support
group functional role records). For example, if you want to search for people records with a
permission group of Infrastructure Change Config, you would select the Search People
Records by Permission Groups option to open a form with the fields from the People form
and the People Permission Group form.
Change to Non Support — Use this function to remove support groups and permissions
groups for a user. It sets the Support Staff flag to No.
Note
Setting the Support Staff flag to No causes the following changes to the People
record:
The license type is set to Read on the People and the User forms.

The BMC Atrium CMDB BMC_Person Class People record is updated with
the new information.
It also removes the following information from the People record:

Pager details used for auto pager notifications
Notification Availability value
Assignment Availability value
Approver Mappings for the user
In addition, it makes the following updates related to support groups and

roles:
The user ID is removed from any Support Groups to which it belonged,
along with any associations to support groups.
The support group roles associated with the user ID are removed (along
with any associations to related records).
Remove Login ID — When a person leaves a company or moves to a role within a company
that does not require access to BMC Remedy ITSM Suite, you can remove that person's
login ID. For more information, see Removing a person's login ID (see page 458).
Related topics
Setting the VIP and Sensitivity fields on People records

VIP is used to identify an important individual within the organization.
The Client Sensitivity field is used to designate the level of attention that individuals require. The
VIP designation appears when a profile for a person marked as VIP is retrieved on the Incident
Request form.
Creating People templates

You can create records for both support and non-support staff. Non-support staff members include
anyone who is not a member of the IT organization or who does not create or modify records in
BMC Remedy ITSM.
When you create a people record from a template, part of the record is filled with standard
information from the template.
The BMC Remedy ITSM Suite installation includes standard people templates and you can create
custom templates.

To simplify the process of adding people, you can create people templates that contain standard
information for different types of people.
To create a people template
2. From the Application Settings list, choose Foundation > People > Template, and then click
Open. The Configure Person Template dialog box appears.
3. Click Create. The Configure Person Template form appears.
Configure Person Template form
4. Enter a name for the template and select a status.

5. On the Person Detailstab, enter information for the template.
a. In the Details area, select a profile status.
b. Select the client type and enter the job title.
Tip

b.
If you select Office-Based Employee or Contractor, you must select or enter

a site in the Site field. If you select Home-Based Employee, you must enter
home information using the More Details tab. If you select Customer, you do
not need to enter site or home information.
c. Select values for the VIP and Client Sensitivityfields.
Note
If these fields are left blank, the default values (Standard and No) are used.
d. In the Support Staff field, select Yesif the template is for adding support staff.
Note
If you select Yes, the Support Groups and Functional Roles tabs are
available. If you select No, these tabs are not available.
e. Select whether the person is available for assignment.

f. In the Organization Information area, optionally select the company, organization,
and department. A default company access restriction record is created for the
company you selected. If you do not want to give a user access to this company, or if
a user will be granted Unrestricted Access permission, you can optionally choose to
remove the record. The Unrestricted Access permission continues to function
whether or not the record is removed.
g. In the Location Information area, optionally select the region, site group, and site. Site
information is required when you add an office-based employee.
Note
If you select a site without first selecting a region or a site group, the region
and site group fields are automatically filled if the site has been related to
the company using these fields.
h. In the Contact Information area, optionally enter the fax number.
Note

You can select a Country Code for a phone number from the list in the
dialog box that is displayed, or you can enter one manually.
i. Optionally enter a desk location and mail station.

6. Select the Login/Access Detailstab.
Note
If you want to enable full text search, go to the FTS tab of the AR System
Administration: Server Information form. For more information, see FTS tab
configuration options.
7. In the License Typefield in the License Types area, select the BMC Remedy AR System
license type to assign.
Note
These fields are required for a template for a support staff person.
8. In the Application Permissions Group List area, optionally add the appropriate BMC Remedy
ITSM permission groups:
a. In the Permission Group field, select a permission group to add.
b. If required, select a license type of Fixed or Floating.
c. Click Add/Modify.
9. If you are defining a support staff person template, relate the person template to at least one
support group.
10. Select the Support Groups tab.
11. Select the support company, organization, and group name, and then click Add.
Tip
If you are adding more than one support group to the template, you can make one
the default by selecting it from the list and clicking Set to Default.
12. Select the Functional Roles tab.

13. Select the support company, organization, group name, and functional role, and then click
Add.
14. Click Save.

14.
Note
To add information from the template that you just created to the People form,
choose Quick Links > Select Template in the navigation pane of the form.
Related topics
Adding people without using templates

This topic describes how to add people without using templates. Topics covered include:
Creating non-support staff records (see page 436)

Making a support staff person unavailable (see page 445)
Adding non-support staff when adding people information

This section describes how to create non-support staff records and create a non-support staff
profile.
Support staff records can be used in BMC Remedy ITSM Suite forms, but a non-support staff
person needs a profile to log on to the system.
Creating non-support staff records

Use non-support staff records for employees, customers, and vendors. Support staff can use these
records to complete forms, such as to indicate a customer who called the help desk to report an
incident.
Non-support staff can record their own requests in the Requester Console.
Creating a non-support person profile

This procedure shows how to configure the minimum information required to add a profile for a non-
support staff person.
Non-support staff members include anyone who is not a member of the IT organization or does not
create or modify requests in BMC Remedy ITSM.
To add a non-support person profile
2. From the Application Settings list, choose Foundation > People > People, and then click
Open. The People form appears.

2.
Tip
If you created a people template that applies to the person you are adding, choose
Quick Links > Select Template in the navigation pane to add standard information
from a template.

4. Select the client type and a profile status.
Tip
If you select Office-Based Employee, you must select or enter a site in the Site
field. If you select Home-Based Employee, you must enter home information about
the More Details tab.
5. Select values for the Client Sensitivity and VIPfields.
Notes
For a non-support staff person profile, the Assignment Availability field is not
available.
6. Make sure that Support Staff is set to No.

7. In the Organization Information area, select the company and enter any optional information.
8. In the Contact Information area, optionally enter the business phone number. To enter the
phone number, click in the phone field and press Enter. You can select a Country Code for
a phone number from the list or you can enter one manually.
9.
Note
10. In the Location Information area, select the site information.
Note
If you select a site without first selecting a region or a site group, the Region and
Site Group fields are automatically filled if the site has been related to the company
using these fields.
A completed General tab of the People form for a non-support staff person might appear as
shown in the following figure.
Completed People form for a non-support staff person-General tab


a. Enter the login ID for the person to use to access BMC Remedy ITSM applications.
Note
A non-support staff person requires a login ID when:

You will be giving the person BMC Remedy ITSM application
permissions.
Your environment use BMC Remedy with Smart IT in combination
with BMC Service Request Management. Service desk agents
cannot create service requests for customers that do not have login
IDs. For more information about login IDs and Smart IT, see: Login
ID requirements for service requests in Smart IT.
b. Enter a password, if required. People who have access to the People form can
12.
a. In the Application Permissions area, click Update Permissions Groups.
The Permission Group dialog box appears.
e. Add any other needed permission groups.
Tip
To delete a permission group, select it from the list and click Delete.
13. When you finish adding permission groups, click Close.

14. In the License Type field in the Licensing Preferences area, select the BMC Remedy
AR System license type to assign.
Note
15. If you are using the Access Restrictions list to restrict access to specific companies,
complete the next step. Otherwise, select Yes for the Unrestricted Access check box, the
default.
Note
To give an individual access to information in BMC Remedy ITSM Suite, you must
give the individual access to specified companies or select Yes for the Unrestricted
Access field.
Working with support staff

This section describes how to add and make changes to support staff.
Adding a support staff person

Support staff members include anyone who is a member of the IT organization or who creates or
modifies requests in BMC Remedy ITSM.
To add a support staff person, you must complete the Person Information area on the top portion of
the People form and information about the General, Support Groups, and Login/Access Details
tabs.
To add a support staff person
Open.
Tip
If you created a people template that applies to the person you are adding, choose
Quick Links > Select Template in the navigation pane to add standard information
from a template that you created.

4. Select the client type and a profile status.
Tip
If you select Office-Based Employee, you must select or enter a site in the Site
field. If you select Home-Based Employee, you must enter home information about
the More Details tab.
5. Select values for the Client Sensitivity and VIP fields.
Note
6. In the Support Staff field, select Yes. The Assignment Availability field is set to Yes, which
identifies a support staff person as available for assignment requests, such as incidents,
problems, and change requests.
7. Select whether the person is available for assignment.

7.
Tip
By default, this field is set to Yes when you create the People record. When you
modify the record you can change this setting. In modify mode, the Assignment
field label turns red if you select No and green if you select Yes. You can also set
assignment availability for the support groups to which the individual belongs from
the Support Groups tab.
8. In the Organization Information area, select the company and enter any optional information.
9. In the Contact Information area, optionally enter the business phone number. To enter the
phone number, click in the phone field and press Enter. You can select a Country Code for
a phone number from the list or you can enter one manually.
Note
11. In the Location Information area, select the site.
Note
If you select a site without first selecting a region or a site group, the Region and
Site Group fields are automatically filled if the site has been related to the company
using these fields.
12. If you are using the BMC Remedy Assignment Engine for assignment to individuals by
capacity, enter information in the Capacity Rating and Task Capacity Rating fields. The read-
only Open Tickets and Open Tasks fields are used to store the number of open tickets and
tasks assigned to the individual. A completed General tab of the People form for a support
staff person might appear as shown in the following figure.

13. Select the Login/Access Detailstab.

a. Enter the login ID for the person to use to access BMC Remedy ITSM applications.
b. Enter a password, if required. Individuals who have access to the People form can
14. Give the person BMC Remedy ITSM application permissions:
a. In the Application Permissions area, click Update Permissions Groups. The
Permission Group dialog box appears.
b. In the Permission Group field, select a permission group for the person.
e. Add any other needed permission groups.
f. When you finish adding permission groups, click Close.
15. In the License Typefield in the Licensing Preferences area, select the BMC Remedy
AR System license type to assign.
Note
16.
16. If you are using the Company field to restrict access to specific companies, give the support
staff person access to data within the applications by assigning the person to specific
companies. Otherwise, select Yes in the Unrestricted Accessfield.
Warning
To give an individual access to information in BMC Remedy ITSM Suite, you must
give the individual access to specified companies or select Yes for the Unrestricted
Access field.
A default company access restriction record is created when a company is selected. If you
do not want to give a user access to this company, or if a user will be granted Unrestricted
Access permission, you can optionally choose to remove the record. The Unrestricted
Access permission continues to function whether or not the record is removed.
17. Relate the person to at least one support group:
a. Select the Support Groups tab.
b. On the Support Groups tab, click Update Support Groups and Roles. The Update
Support Group Memberships and Roles form appears.
c.
c. In the Add Support Group Relationship area, select the Company, Support
Organization, Support Group, and Relationship Role. The relationship roles are
Member and Associate Member. Member means that the person belongs to the
support group. Associate Member means that the person has access to modify
requests assigned to that support group, but cannot update the Owner and Owner
Group fields on the Date / Systemtab of the Incident form.
Tip
Click Make Associate Member or Make Member to change the relationship

role.
d. Click Add.
e. A support person can belong to more than one support group. To select the primary
support group, select the support group, and then click Set to Default.
f. To make the person unavailable for assignment such as for requests or incidents,
click Mark Unavailablefor each support group to which the person is related.
18. Select the Functional Role Update tab. You can use this tab to assign functional roles to
people within support groups. Selections in lists for the Company, Support Organization,
and Support Group Name fields on this tab appear only if support groups have been related
to the person on the Support Groups tab. Functional roles extend access granted by
permissions groups, but only for specific support groups that are used within BMC Remedy
ITSM. For example, someone might be a member of two support groups but only be a
support group manager for one.
19. If you need to configure Capacity for the support person, click the the Assignment tab and
provide the capacity information. See this posting in BMC Communities for more information
about capacity ratings.
20. Click Close.
21. Click Save in the People form.
Making a support staff person unavailable

Occasionally a support staff person might be away from the company for a period of time or
assigned to another project or role for a short time. Instead of deleting the support staff person, you
might want to just make them unavailable for assignments.
To make a support staff person unavailable
1. On the People form for the individual you want to make unavailable, select the Support
Groups tab.
2. From the list of support groups on the Support Groups sub-tab, select Mark All Unavailable
and click Save. This changes the assignment availability to No for all support group
relationships, including functional roles. The Assignment Availabilityfield also turns red
indicating it has been set to No.

2.
Tip
To set only some of the support group relationships as unavailable, on the Support
Groups tab, click Update Support Groups and Roles and click Mark Unavailable for
the roles that you want to make unavailable.
To make the support staff person available for assignments
3. Search for the person.
4. On the People form for the support staff period, click Resume Availability.
Tip
You can also make an individual available for assignment by selecting Yes in the
Assignment Availability field in the People Information section (top half) of the
People form. The Assignment Availability field turns green indicating it has been
set to Yes.
5. Click Save.
Related topics
Adding non-support staff when adding people information
Adding additional work information about a person (see page 449)

Adding additional contact information for support and non-support people

You can add details such as home and additional contact information about the More Details tab of
the People form.
To add additional address and contact information for people
4. Select the person, and select the More Details tab, which is shown in the following figure.
5. Select the person, and then select the More Details tab.
More Details tab on the People form
6. Click Edit Home Address. The Address Details dialog box appears.
7. Enter the street address and ZIP or postal code, and select the country, state or province,
city, and time zone.
8. To add phone numbers, click in the phone field and press Enter.
Note

You can select a Country Code for a phone number from the list in the dialog box
that is displayed, or you can enter one manually.
9. Optionally, enter information in the Additional Contact Information area.
Note
In the ACD field, you can optionally enter an Automatic Call Distribution (ACD)
identification number for use in integrations with ACD systems.
10. Click Save.
Related topic
Adding people attributes

You can enter additional profile information for individuals using the Attributes tab of the People
form. For example, you can use attribute profiles to set up employee benefits or wallet information
to store credit cards.
Note
Adding and viewing HR Attendance Management information, Benefit information, and

Wallet information requires Contact People HR Admin permission or higher.
To create attributes for people
4. Select the person, and then select the Attributes tab. The available list of attribute types
varies depending on your permissions.
You can create, view, or delete attributes. For example, if you select Access ID as the
Attribute Type and click Create, the Access ID form is displayed.
The Access ID form shows the configuration of Access IDs that a person has within the
applications that the person uses.
5. Depending on the Attribute Type that you select, complete the dialog box that appears.
When you save and close that dialog box, the attribute appears in the Attributes list on the
People form.
6.
6. Click Save on the People form.
Related topic
Adding additional work information about a person

You can add additional work information about a person on the Work Info tab of the People form.
This information can be added to record changes you make to the people record and acts as a
change history.
To add work information
Open.
4. Select the person, and then click the Work Info tab.
5. In the Work Info Type field, select a type, such as Mailing List, General Information, or
People Task.
6. In the Date field, click the button to the right of the field to select a date.
If you leave this field blank, the current date is used.
7. In the Source field, select the communications source, such as Email, Fax, Phone, or Voice
Mail.
8. In the Summary field, enter a short description for the Work Info entry.
9. In the Details field, enter the complete description for the Work Info entry.
10. To add an attachment:
a. Right-click under the File Name header, and then choose Add.
b. Navigate to the location of the file.
c. Select the file, and then click Open to attach the file.
Note
You can attach a maximum of three files.
i. For the Locked option, select Yes to prevent the Work Info entry from being
modified after it has been saved.
11. Set the view access of the work information to be viewable by people internal to the
company this person belongs to or by all people.
12. Click Save.
The entry is added to the Work Info History table. To view an existing entry, select the entry
in the Work Info History table and click View.

Related topic
Relating CIs to people

The CIs tab of the People form enables you to relate configuration items (CIs) to people.
Before you begin

You need at least the Contact People User permission in order to relate CIs to people.
To relate CIs to people
4. Select the person to relate to the CIs, and then click the CIs tab.
5. Click Relate. The CI Relationships Search form appears.
6. Enter search criteria for the CIs to relate, and then click Search.
7. Select the CI to relate to the person.
8. Select the relationship type, and then click Relate.
CIs area showing Relationship Type being selected
The CIs tab is updated with the relationship.
CIs tab updated with the newly created CI

9. Click Close.
Related topic
Adding cost centers for people

From the Financials tab of the People form, you can configure cost centers.
Adding login IDs and access rights

The Login/Access Details tab in the People form stores the login ID, licensing information, and
permissions groups for the individual specified on the People form.
Related topics

Adding non-support staff when adding people information (see page 436)
Providing access to people records of other companies

Typically support people can only access people records for companies to which they have been
granted access. The support company access configuration feature allows support people to see
people records in other companies.

The advantage of using this feature is that support personnel can then create records such as
incidents for people in other companies. This feature configures these capabilities for you.
The following procedure uses Share ALL, Inc. as the example support company and Coral Lynn,
Inc. as the example customer company.
To provide a support company with access to your customer company's people records
2. From the Application Settings list, choose Foundation > People > Support Company Access
Configuration, and then click Open.
The Support Company Access Configuration form appears.
3. In the Company field, select a customer company and then click Search.
For example, enter Coral Lynn, Inc. The table below the Company field displays any
mappings for the selected company.
4. If the mapping you need does not exist, click Create.
The Add Support Company dialog box appears.
5. In the Company field, select the customer company.
It should default to the company you previously entered before doing the search. This is the
customer company to which you want to assign the support company's people records
access.
6. In the Support Company field, select a support company.
This is the company to which the support person has been granted access to on the People
record (Login/Access tab). People who have been granted access to the support company
(Share ALL, Inc., for example) can access people records in the accessible company (Coral
Lynn, Inc., for example).
7. Click Save.
The records that you created appears in the table below the Company field, indicating that
the mapping was created. The following figure shows a mapping for Calbro Services.
Support Company Access Configuration form with mapping

Tip
To delete, disable, or enable a support company mapping, select it from the list
and click Delete, Set Offline, or Set Enable.
8. To update permissions on People records for the selected company, select the same
customer company from the list, and then click Update.
Note
You must perform this step to activate these settings.
The People records are updated with the company access permissions.
Related topics

Resetting a person's password or login ID

In BMC Remedy ITSM Suite, you can reset a password in several ways depending on your
permissions and your role.
Where can passwords be reset from? (see page 454)

Password guidelines (see page 454)
Using the Password field on the People form (see page 455)
Using the Update Password link in the Application Administration Console (see page 456)
Using the Change Password link on the People form (see page 457)
Removing a person's login ID (see page 458)
Where can passwords be reset from?

This topic describes the different locations from which you can reset passwords, depending on
your permissions and which mode you are in.
Different ways to access change password functionality
Location of password reset Permissions and BMC Remedy ITSM Suite state of use See
functionality
Password field on the Login Using the Password field

/Access Details tab of the People Only the Contact Organization Admin and Contact on the People form (see
form Support Admin permissions groups can update the page 455)
Password field in People records for non-support staff.
Only Administrators can update the Password field in
People records for any individual.
In both cases, target users must change their password
on the next logon.
Reset Password link in the Administrators and permission groups with Security Using the Update
Application Administration Console permission. Password rules are not enforced on reset Password link in the
password, but they are enforced when target users are forced Application
to change their password on the next logon. Administration Console
(see page 456)
Change Password link on the Any user with permission to modify People records. Password Using the Change
People (Search) or People rules are enforced on the changed password. Individuals are Password link on the
(Modify) form when an individual is not forced to change their password on the next logon. People form (see page
changing their own password 457)
Change password link on the BMC Any user with permission to modify People records. Password Access control,
Remedy AR System home page rules are enforced on the changed password. Individuals are passwords and server
not forced to change their password on the next logon. security
Password guidelines
Password guidelines force users to choose a combination of characters and numbers that make it
more difficult for people to guess another user's password.
The Enforce Policy and Restrictions setting in the User Password Management Configuration form
determines whether password guidelines are used for BMC Remedy ITSM Suite. These guidelines

can be further customized from the default Health Insurance Portability and Accountability Act
(HIPAA) guidelines by the BMC Remedy AR System administrator.
For example, after passwords have been reset, users might be forced to change their passwords
the next time they log on. Check with your BMC Remedy AR System administrator for information
about your site's password guidelines. For more information about configuring BMC Remedy AR
System password guidelines, see Enforcing a password policy introduction.
The default password guidelines, which follow the HIPAA guidelines, are as follows:
Blank passwords are not allowed.

The password cannot match the login name.
The old password cannot be used when changing the password.
The password cannot be a dictionary word, which is achieved by the following rules:
Must be a minimum of eight alphanumeric characters
Must include at least one uppercase alphabetic character.
Must include at least one lowercase alphabetic character.
Must include at least one non-alphanumeric (special) character (for example, #, !, +,
%).
Other default restrictions include:
The administrator or an individual with Security permission must be able to change the
password at any time.
Users (except for the administrator and the password's user) cannot change the password.
This is accomplished through the Dynamic Group Access field (ID 60988) on the User form.
The account is disabled if the user has not changed the password after the number of days
specified in the Days after force change until disablement" field in the BMC Remedy AR
System User Password Management Configuration form.
Using the Password field on the People form

You can use this method only to reset your own password.
To reset your own password from the People form
Open.
3. Search for the individual whose password you want to change.
4. Select the Login/Access Details tab as shown in the following figure.
Login/Access Details tab on the People form

5. In the Password field, enter a simple password and click Save.

At this point, password guidelines are not enforced. If the Enforce Policy and Restrictions
setting in the BMC Remedy AR System Use Password Management Configuration form is
turned on, the next time the individual logs on they are prompted to change their password,
which must adhere to the password guidelines. For more information about the BMC
Remedy AR System User Password Management Configuration form, see Enforcing a
password policy introduction.
Related topic
Using the Update Password link in the Application Administration Console

Use this method if you are an Administrator or in a permission group with Security permission.
Administrators and those with Security permission can change the password for any individual.
To reset a password from the Application Administration Console
2. From the Application Settings list, choose Foundation > People > Reset Password, and then
click Open.
The Password Reset dialog box is displayed.
3. In the Login ID field, enter the login ID of the person whose password you want to change
and press Enter. The rest of the fields are populated with the corresponding people data and
the Password field is activated.
4. Enter the new password.
5. Click OK and then click Close.

If the Enforce Policy and Restrictions setting in the BMC Remedy AR System Use Password
Management Configuration form is turned on, the next time the individual logs on they are
prompted to change their password, which must adhere to the password guidelines. For more
information about the BMC Remedy AR System User Password Management Configuration form,
see Enforcing a password policy introduction.
Using the Change Password link on the People form

Use this method if you have permission to update people records and only if you want to change
your own password.
To reset your own password from the People form
Open.
3. Change to Search mode.
The Change Password link becomes available in the Quick Links menu in the sidebar of the
People form.
Tip
The Change Password link also becomes available if you select your own People
record for modification.
4. Click the Change Password link.

The Change Password dialog box is displayed. The User Name field is populated with your
user name.
5. Enter your current password followed by your new password twice.
6. Click Save.
Note
You are not prompted to change your password the next time you log on.
Related topic

Removing a person's login ID

When a person leaves a company or moves to a role within a company that does not require
access to BMC Remedy ITSM Suite, you can remove that person's login ID. However, you cannot
remove the login ID of a support staff person.
To perform this function, you must have the Contact Organization Admin or Contact Support Admin
permission.
To remove a person's login ID
3. Search for the person, and then select the person with the login ID to remove.
4. In the navigation pane, choose Other Functions > Remove Login ID.
Note
To perform this function, you must have the Contact Organization Admin or
Contact Support Admin permission.
5. You are prompted to confirm and the login ID is removed.
Related topic
Adding notification information

The Notifications tab in the People form lists the notification that have been sent to the person. It
also provides access to a form where you can configure or edit notification preferences and set up
pager information.
See Setting notification preferences (see page 533) for information about how to configure
notification preferences and pager information.
Related topics
Setting up group notifications (see page 409)
Adding alternate approver information

From the Alternate Approvers tab of the People form, you can set up one or more people to
approve change requests, release requests, purchase requisitions, and so on, that are pending
your approval.

Note
You can configure alternate approvers for people who have not set up alternates by going
to the Alternates tab in the AP:Administrator form and assigning alternates.
To add alternate approver information for yourself
3. Search for yourself.
4. Select your record, and then click the Alternate Approvers tab.
5. Click Update Alternate Approvers. The Alternate Approvers form appears.
6. To locate the alternate approver, click Search.
7. In the People Search form, select the alternate approver, and then click Select.
8. Select the start date and the end date.
9. In the Notify Alternate field, select whether to notify the alternate approver. If you choose to
notify the alternate approver, the person is notified of the assignment.
10. In the Covering field, select whether this is an alternate for all approvals or only for a specific
process.
11. If you selected Specific Process in the Covering field, select the applicable process in the
Process field. For example, Major Account Level Approval.
12. Click Add.
Related topic
People Management console

Using the People Management console, you can make organization, location, support group,
functional role, or application permission updates on up to 100 People records in a single operation.
Using the search function of the People Management console, you create a list of People records
that match the selected search criteria. From the list of matching records, you then select the
specific records to receive the updates. After selecting the records, you specify the required
updates in the Updating People area of the console using one of the following methods:
Template — Use templates to ensure accuracy and consistency when performing common
updates.
Manual — Select the updates manually when you do not have a template for the update you
are performing.
Recommendation

Use templates for all commonly performed people record updates.
For detailed information about how to: search for records, select records, and update records, see
the procedures that follow.
Note
You cannot use the People Management console to remove information from People
records. When you use the People Management console to update support groups and
permissions, the new support group and permission information is added to the existing
support group and permission information. The updates do not replace existing
information.
People record areas updated by People Management console (see page 460)
Who can work with the People Management console (see page 461)
Functional areas of the People Management console (see page 461)
Opening the People Management console (see page 462)
Searching for People records (see page 463)
Performing a People database search (see page 463)
Updating the People records (see page 464)
People record areas updated by People Management console

The list in this section indicates which fields on the People record you can update from the People
Management console.
The People record fields that you can update using the People Management console are:
Oganization Information
Company
Organization
Department
Location Information
Region
Site Group
Site
Support Group
Support Group
Functional Role
Permission
Application Permission

License Type
Who can work with the People Management console

The following table lists the permissions needed to use the People Management console and the
level of access each permission has to the fields on the People form. If your user ID does not have
one of these permissions, you are unable to open the console.
Permissions needed to use the People Management console
Permission Access level
Contact People Admin Performs updates to only the organization and location fields
Contact Organization Admin Performs all operations on all fields
Contact Support Admin (permission group) Performs all operations on all fields
Functional areas of the People Management console

The following table describes the functional areas of the People Management console and the
features that you can access from them:
Functional areas
Functional Features
area
Administration Use this tab to see the status of any submitted update job, or to cancel any update job with the status of "In
tab Queue."
People Management console header
Search Filters Use the Search Filters area to define and then apply a filter to the contents of the People table. Each filter has
three fields. From left to right, they are:
Search Type — From the selection list, choose whether to search by Company, Organization,
Department, and so on. The default value of this field is Company.
Operator — From the selection list, choose whether the search results contain, do not contain, are equal
to, are not equal to, and so on, the value that you selected in the Search Type field.
Search Value — Type the name of the Company, Organization, Department, and so on that you selected
in the Search Type field.
For example, to create a search that returns all Calbro user IDs: from the Search Type field, select Company;
from the Operator field, select equals, and in the Search Value field, type Calbro.
You can define up to five filters.
Magnifying Click this to apply the filter to the contents of the People table.
glass
Add Use this control to add more filters to the People Management console header.
Collapse All / Use these controls to close or open the filters panel.
Expand All
Note: Collapse All does not delete the filters. To delete the filters, see "Minus sign", which follows.
Clear All Use this control to delete the contents of the filter fields. If you defined more than one filter, it also deletes the
contents of those filters.

Minus sign Use this control to delete the associated filter from the People Management console header.
Navigation pane
View
Broadcast, or
New
Broadcast
Defined Use this area to execute the predefined searches.

Searches
Functions Use the links in this area to do the following actions:
Create People — Create people records.

Search People — Search the People form (opens the People form in search mode).
My Profile — Set your profile.
Application Preferences — Set your application preferences and application options.
Reminders — View and create reminders.
Reports — Create and execute custom reports.
Consoles Use these links to open the consoles of the listed applications. The consoles that appear in this list depend on
your user ID permissions and what applications are installed in your environment.
People
Create Use this control to open the People form in New mode, for creating a new People record.
View Click this control to see the People record selected in the People table.
Quick Actions From this menu, select People Update to open the Update People area. From there, you perform the People
record updates.
People table From this table, you view a list of the People records returned by the combination of defined search and search
filters. Each table view, or page, holds a maximum of 100 records. If your search and filter combination returns
more than 100 records, the results are displayed on multiple pages. Use the arrow keys on either side of the
page counter at the top of the table to move between pages. For example, if your query returns 250 records, the
first 100 records appear on Page 1, the second 100 records appear on Page 2, and the final 50 records appear
on page 3.
XY X Entries Returned
Y Entries matched
Page
Select All / Click this button to select or deselect all of the entries on the current page of the People table.
Deselect All
Opening the People Management console

Use this procedure to open the People Management console.
To open the People Management console
1. From the navigation pane of the IT Home page, select Administrator Console > Application
Administration Console.
3.
3. From the Application Settings list, select Foundation > People > People Management
Console, and then click Open.
Searching for People records

This section provides an overview of how to use the People Management console to search for
People records.
There are two areas of the People Management console that you use to search the People form:
Defined searches
Search Filters
The Defined Searches area contains a list of predefined searches that you use to find records in
the People database. The defined searches let you search the People database for records that
match a selected status, or in the case of support staff, an availability status. You can choose to
search the People database for all people that match the selected criteria, for just support staff, or
for just non-support staff. For example, you can use a predefined search to locate and display the
records of non-support staff with a status of Proposed.
You define search filters on the People Management console. Use a search filter to refine the
results of the predefined search. For example, if you define a search filter to show only records with
Incident Viewer permissions to use with the results of the defined search mentioned in the
preceding paragraph, the People table now displays only the records of non-support staff with the
status of Proposed, who have Incident Viewer permissions. If you add a second search filter you
can further refine the list. For example, if you create a second search filter for "Company equals
Calbro", then the People table displays only the records of non-support staff with the status of
Proposed, who have Incident Viewer permissions, and who are assigned to the Calbro company.
You can create up to five search filters.
For information about how to perform the search procedure, see Performing a People database
search (see page 463).
Performing a People database search

This topic describes how to perform a search of the People records from the People Management
console. Use this procedure to locate the records that you are updating.
To perform a People database search
1. In the Defined Searches area of the Navigation pane, select the search you want to perform.
For example, if you want to search for all people with the status of Enabled, expand All
People and click Enabled. The search runs immediately and the results are displayed in the
People table.
2.
2. (Optional) To filter the results of the search, in the Search Filters area at the top of the
console, select a search type (Company, Organization, and so on), select an operator
(equals, does not equal, and so on), and type a search value (the name of the Company,
Organization, and so on) in the filter area of the People Management console header.
3. To apply another search filter, click Add in the Filters area, and create the filter as described
in step 2.
4. When you finish creating the search filters, click the magnifying glass icon.
The application applies the search filters to the search results and updates the People table
with the filtered search results.
Updating the People records

This section describes how to update the People records using both template and manual
methods.
Before you perform this procedure, make sure that you perform a search of the People database to
locate the records that you are updating.
Note
You can perform updates on groups of up to 100 records in a single update operation.
To update the People records
1. From the People table, select the records you are updating. If you are updating all of the
records on the People table page, click Select all.
Note
The People table displays up to 100 records per page. If your defined search and
search filter combination returned more than 100 records, then the results appear
on more than one page. Use the arrows on either side of the Page field at the top
of the table to move between pages.
2. From the Quick Actions menu, select People Update.

The table at the top of the Updating People area contains the records that you selected in
step 1.
Note
If there are records in this table that do not belong there, select them and then click
Remove Selected.

3. In the Job Name field, type a name for update job that you are executing. Make sure the job
name is meaningful; this is the name that appears in the Job Name column of the People
Management console Administration tab, which you use to keep track of the people update
job status.
Note
If you are using templates to perform the update, continue to the next step.
Otherwise skip to Step 6 (see page 465).
4. From the Template list, select the template that you want.
Note
If you are not sure about which template to use, select a template from the list and
then click View to open a dialog box that lets you review the template's contents.
5. Click Apply. Skip to step 9 (see page ).
Note
After you click Apply, the fields in the Updating People dialog box appear dimmed
and empty. This is to prevent them from being edited after you apply the template.
6. Select the field contents in the Organization Information area and the Location Information
area according to the needs of the People database update you are making.
7. Select the field contents in the Support Group area according to the needs of the People
database update you are making. If you are adding more than one support group, click Add.
The original support group is added to the table and the Support Group fields are cleared so
that you can select another group.
8. Select the field contents in the Permission area according to the needs of the people
database update you are making. If you are adding more than one set of permissions, click
Add. The original permission is added to the table and the Permission fields are cleared so
that you can select another permission.
9. Click Perform Update and then click Yes to continue. The system displays the Administrator
tab from where you can see the status of the job you submitted. The job statuses are:
In Queue — The job is waiting for the system to execute it. The system executes
updates every five minutes.

Note
When the job status is In Queue, you can cancel it by clicking Cancel
Selected. This removes the job from the queue and deletes any data
associated with the job.
Processing — The system is executing the job.

Processed — The system has finished executing the job.
10. If your defined search and search filter combination returned more than 100 records, return
to the Console tab, move to the next page in the People table, and then run the update
against the records on the next page as described in the following steps:
a. From the Administration tab, click the Console tab.
b. Click the arrow to the right of the Page field at the top of the People table.
The next People table page is displayed.
Repeat this procedure until you finish making all of the required updates.
Deleting people records

When employees permanently leave your company or move to another role within the company
that does not involve using BMC Remedy ITSM Suite again, you can delete their People records
from the system.
To delete People records
1. Search for the People record and change its profile status to Delete.
Tip
To set People records to Delete status, you need Contact Organization Admin,
Contact People Admin, or BMC Remedy AR System Administrator permission
The following figure shows the Profile Status of a People record set to Delete.
Profile Status of People record set to Delete

2. Save the record.

3. From the Actions menu, select Delete.
Tip
You must have BMC Remedy AR System Administrator permission to actually

delete the record.
Working with cost centers

Cost centers are used to identify which business units to charge costs to.
Cost centers can be configured as a hierarchy to allow for cost allocation or the splitting of costs
within cost centers. The cost center hierarchy is a source and target relationship (similar to a
parent-child relationship where the source is the parent and the target is the child) between cost
centers. The target and source relationship defines how the cost for the source cost center is split
or allocated to the target cost centers. A source cost center with target cost centers is called a split
cost center.
The source and target cost center relationship is limited to one level. A cost center can be either a
source or a target cost center, but not both. You can optionally specify target cost centers for
source cost centers, depending on the allocation method.
You must specify one of the following allocation methods for source cost centers:
Allocation Description
methods
None No allocation is needed, so no target cost centers are defined. This is the default allocation method.
Equal Costs are equally distributed to the target cost centers. You do not specify the distribution percentage for the
Distribution target cost centers.

Allocation Description
methods
User- You must specify the distribution percentage for each target cost center. The total distribution percentage among
Defined the target cost centers is not required to be 100 percent, but cannot exceed 100 percent.
Percentage
When you create source cost centers and target cost centers, consider the following points:
You cannot use the default cost center ("Unallocated") as a target cost center.
You cannot use obsolete cost centers as source cost centers or target cost centers.
A target cost center can belong to only one source cost center.
Source cost centers cannot be used as target cost centers. For example, a source center
cannot be its own target cost center.
You can add target cost centers only after selecting the equal distribution or user-defined
percentage allocation method. The allocation value is determined by a percentage from the source
cost center. The percentage is stored in the Distribution Percentage field on the Cost Center form
for a target cost center.
When the allocation method is Equal Distribution, the Distribution Percentage of the target cost
centers is divided equally, based on 100 percent.
Note
Distribution percentages are recalculated when a target cost center is added or removed
only if the source cost center and the target cost center have a status of Active.
For the allocation method of Equal Distribution, the Distribution Percentage is calculated by
dividing 100 by the number of active target cost centers related to the active source cost center.
Adding cost centers (see page 468)

Adding target cost centers (see page 470)
Deleting cost centers (see page 471)
Related topic
Adding cost centers
2. From the Application Settings list, choose Foundation > Costing > Cost Center, and then
click Open.
3.
3. On the Cost Center form, click the New button in a browser.

The Cost Center form is displayed.
Cost Center form
4. Select the company for which to add the cost center.

5. In the Cost Center Code field, enter a unique cost center code, such as SPLT-8200 for a
split cost center, ENG-2000 for an engineering cost center, or MRT-3000 for a marketing
cost center.
This entry is added to lists for cost center fields.
6. Select a Status.
7. Enter information in the following optional fields:
Enter a cost center name and a description.
Enter the cost center owner, or press Enter to search for an owner.
Tip

You must save a new split cost center before you can specify an allocation
method and add target cost centers for it.
8. Click Save.
Tip
To make this a split cost center, add a target cost center.
Adding target cost centers

This procedure describes how to add target cost centers.
Note
To modify a cost center, follow the modifying information procedure described in

Performing common Foundation tasks (see page 780). You cannot modify cost centers
that have a status of Obsolete.
To add target cost centers
2. From the Application Settings list, choose Foundation > Costing > Cost Center, and then
click Open.
3. On the Cost Center form, search for the cost center to which you want to add target cost
centers. See the search information in Performing common Foundation tasks (see page 780)
.
4. From the list, select the source cost center to which to add target cost centers.
5. In the Allocation Method field, select Equal Distribution or User-Defined Percentage.
6. Click Add. The Searching For Cost Centers dialog box appears.
7. Select search criteria, and then click Search.
8. Select the target cost centers, and then click Return Selected.
9. Click Save.
10. If you selected the User-Defined Percentage allocation method, you must specify the
percentage for each target cost center:
a. Select a target cost center.
b. Click View.
c. In the Distribution Percentage column of the Target Cost Centers table, enter the
distribution percentage for the selected target cost center.
d. Click Save.

Deleting cost centers

Select the target cost center in the Target Cost Centers table, and then click Remove.
This removes the relationship between the source cost center and the target cost center. The
target cost center becomes a source cost center, and can be added as a target cost center for
another source cost center.
Tip
You can delete only cost centers with a status of Proposed. You cannot delete the default
cost center, Unallocated.
Configuring product and operational catalogs

You can add products to the product catalog, information such as operational services to the
operational catalog, and other information to the generic catalog for use in various IT Service
Management (BMC Remedy ITSM) forms. Products can be any items used by an organization and
are usually IT-related. Products are typically used to classify a configuration item, an incident, a
problem, or a change request. The operational catalog can be used to contain a list of all the
operational services that a typical help desk provides, and can also contain items that represent
symptoms of incidents and problems. Generic categories for miscellaneous information, such as
reasons, can be used in the generic catalog.
Access point for the Product and Operational Catalog custom configuration (see page 471)
Working with product catalog information (see page 472)
Working with operational catalogs (see page 482)
Working with generic catalog information (see page 486)
Access point for the Product and Operational Catalog custom configuration
The custom configuration for products and operational catalogs is accessed from the Foundation >
Products / Operational Catalogs expandable command list on the Custom Configuration tab of the
Tip
Carefully read the instructions for configuring product and operational catalogs in the rest
of this section before using the configuration commands in the Foundation > Products /
Operational Catalogs expandable list.

Access point for Product and Operational Catalog custom configuration
Working with product catalog information

This section describes what product catalog information is and the product catalog functions that
you can perform.
What is Product catalog information?

Product catalog information is used to create and maintain a database of products for a given
company. It is optionally configured with either Config Categorization Admin or Config
Categorization User permissions.
For more information, see the following topics:
Product categorization structure (see page 473)

Creating product categories (optional) (see page 473)
Relating a company or application to a product category (see page 475)
Viewing and deleting categories (see page 477)
Mapping catalogs (see page 477)
Adding product aliases (see page 479)
Adding product models and versions (see page 479)

Modifying product information (see page 481)

Setting product categories offline (see page 481)
Mapping CI discovery categorization to product categorization (see page 482)
Related topic
Working with operational catalogs
(see page 482)Foundation module permission groups (see page 203)
Product categorization structure

The Product Categorization structure is defined as Tier 1 > Tier 2 > Tier 3 > product name and
manufacturer > model version, which is used to categorize different products or configuration items
(CIs) in the BMC Atrium Configuration Management Database (BMC Atrium CMDB).
Product categorization can be associated with different processes for different companies.
For more information about product categorization in BMC Atrium CMBD, see Product
categorization.
For more information about BMC Atrium CMDB, Accessing the BMC Atrium CMDB and BMC
Atrium Core applications, Finding BMC Atrium CMDB data and Product overview.
Understanding product categorization video
Disclaimer
Creating product categories (optional)

Before creating or modifying product information, it is important to understand product
relationships.
When you are creating product category information:

The Product Name or Manufacturer field is optional, but both are required if either is
specified.
One tier can be sufficient, depending on the item being created.
If you create a product that requires less than three tiers, the other tiers must be set
to "- None -."
Each product category can have more than one product model/version and more than one
product alias.

Products can be associated with one or more companies.

A product is available for selection on other forms after it has been associated with a
company or when a product category is created.
After you relate a product to a company and an application, it can be used in forms that
contain the product categorization fields.
Each product model/version can have one or more patches.
To add a product category
2. From the Application Settings list, choose Foundation > Products/Operational Catalogs >
Product Catalog, and then click Open. The Product Catalog Setup form appears as shown
in the following figure.
Product Catalog Setup form
The Product Catalog Setup form appears.

3. On the Product Category tab, click Create. The Product Category Update form appears.
4. Optionally enter or select a Product Type.
5.
5. Select the configuration item (CI) type. The CI Type field specifies the type of CI for which
you are creating this product catalog.
6. Select or enter the Product Categorization Tiers. If you are creating a product that requires
only one tier, enter None for the other two tiers.
7. Enter or select a product name.
8. If you specify a product name, specify a manufacturer. Select a manufacturer, or click New
to add a manufacturer. If you click New:
a. In the New Manufacturer dialog box, enter a company.
b. In the Status field, select Enabled.
c. Click Save.
9. In the Product Category Update dialog box, select Enabled for the status.
Tip
10. In the Origin field, accept the default value of Custom. Third Party is used for products
imported from an external source.
11. Select whether this definition is to be available across all applications in the BMC Remedy
ITSM Suite.
12. Click Save. You can use the search fields in the Product Categorization Search Criteria area
at the top of the Product Catalog Setup form to view the added product.
13. To define the company and module relationships, complete the steps in the next section,
Relating a company or application to an operational category (see page 484).
14. Click Close.
Relating a company or application to a product category

Relationships between companies and applications or modules determine which companies, and
BMC Remedy ITSM applications and modules, are enabled to accept product categorization
information. A product can be associated with one or more companies.
Note
To make the product accessible to all companies, select Global for the company.
To relate a company and application or module to a product
Product Catalog, and then click Open. The Product Catalog Setup form appears.
3.
3. Enter search criteria in the fields on the Product Categorization Search Criteria area of the
form, and then click Search.
4. From the results list, select a product. The relationships that appear in the Company/Module
Relationships table are directly related to the product selected in the product table.
5. In the Company and Module Relationships area, click View or Create. The Company
/Module Relationship form appears.
Company / Module Relationship form
6. In the Company field, select the company name to relate to the product.
7. Select the product status flags that apply to the product.
8. Select Yes for each BMC Remedy ITSM application and module that you want to enable for
the product.
Tip
Click the check mark to the right of the Service Support Modules header to select
all applications and modules.
9. Select the Status.

9. BMC Software Confidential. BladeLogic Confidential.
Note
A product status must be set to Enabled for it to appear in lists for product fields.
10. Click Save.
Viewing and deleting categories

You can also view and delete categories that have been created.
To view or delete categories
3. Search for the product catalog that you want to view or delete by entering criteria in the
Product Categorization Search Criteria fields at the top of the form and clicking Search.
Tip
When the Product Catalog Setup form is first displayed, all of the product
categories in the system are listed in the Product Category list. If you do not know
enough details to search for the product category that you want to view or delete,
you can scroll through the list until you see it.
4. From the list of product categories displayed in the Product Category list, select the one you
want to view or delete.
5. Click View or Delete. If you clicked Delete, you are prompted to confirm that you want to
delete the product category.
6. Click Close.
Mapping catalogs
Use this procedure to select which catalog mapping record you want to apply.
The Catalog Mapping form acts as a utility to manipulate mass data mappings for product catalog
mappings. It should not be used as a primary way of mapping a product. Use the procedure in
Relating a company or application to a product category (see page 475) as the primary method.
To map a catalog
2.
Catalog Mappings, and then click Open. The Catalog Mapping form appears in New mode.
Catalog Mapping form
3. To change to Search mode, click Search on the form in a browser.

4. In the Company field, select the company to map the catalog to. Optionally, you can select
Global to map to all companies.
5. In the Admin Action field, select the the name of the catalog mapping record that you want
to apply to the selected records.
6. In the Select Application Modules area, select the application and modules that this
administrative action is to be configured to use.
7. Select a status.
8. Click Save, and then click Close.

Adding product aliases

A product alias is another term or abbreviation that you can use to reference a product. The
product alias is used to search for a product in Product Name fields. For example, you might have
a product with a long name such as Microsoft Product ABC 2005. You can create an alias such as
ABC, and then users can enter this alias in a Product Name field to fill the remainder of the tiers.
A Product entry can have multiple Product Alias entries defined.
To create product aliases, you need either Config Categorization Admin or Config Categorization
User permission.
Tip
Each time a product is created, an alias is automatically created. Use this procedure to
create additional aliases for a product.
To add a product alias
3. Enter search criteria in the fields in the Product Categorization Search Criteria area of the
4. From the results list, select a product.
5. Click the Product Alias tab, and then click Create. The Update Product Alias dialog box
appears.
6. Enter a Product Alias, and then click Save.
Tip
To modify a product alias, first delete by selecting it on the Product Alias tab and
clicking Delete. Then add the product alias that you prefer.
Adding product models and versions

Product models and versions are used to differentiate between the various models or versions that
are available for a given product in the product catalog. For each model and version, you can also
specify patches.
To create product models and versions, you need either Config Categorization Admin or Config
Categorization User permission.

To add a model or version for a product (see page 480)

To add patch information for a product model or version (see page 480)
To add a model or version for a product
Product Catalog, and then click Open.
The Product Catalog Setup form appears.
form, and then click Search to search for the product.
4. From the results list, select a product.
5. Click the Model/Version tab, and then click Create.
The Product Model/Version form appears.
6. In the Product Model/Versionfield, enter the model or version to add.
Tip
If you do not know the product model and version, click Unknown to dim this field.
7. Select the Product Model/Version State.

8. In the Requires Contract field, select Yes or No.
9. Enter any additional information, and then click Save.
The model or version for the selected product appears in the table on the Model/Version tab.
You can create multiple models and versions for any product that exists in the product
catalog.
To add patch information for a product model or version
1. On the Model/Version tab of the Product Catalog Setup form, select a product model or
version.
2. Click the Patch tab, and then click Create.
The Patch dialog box appears.
3. Set the status to enabled.
4. In the Patch Last Build ID field, enter the patch build ID to add.
5. Optionally, enter a patch build date and description.
6. Click Save.
Related topic
Modifying product information (see page 481)

Modifying product information

You can modify the product status and product model/version information, and relate products to
companies and applications or modules. To modify product information, you need Config
Categorization Admin or Config Categorization User permission.
To modify product information
4. Click the appropriate tab, and then click View.
5. Modify the information, and then click Save.
Tip
To delete product information, select the item to delete, and then click Delete. Only
information about the selected tab is deleted.
Related topic
Adding product models and versions (see page 479)
Setting product categories offline

When you want a product category to be temporarily unavailable for use, you can set its status to
offline.
To set a product category to offline
Click Set Offline on the Product Catalog Setup form. To set the status back to online, click Set
Enabled.
Note
A product status must be set to Enabled for it to appear in lists for product fields. When
you set a product category offline, the status turns red. When you set it back online, the
status turns green.

Mapping CI discovery categorization to product categorization

Product catalog alias mapping is used to map incoming CI categorizations from a discovery
product to categorizations that you define in the Product Catalog Alias Mapping form. When a CI is
saved, it contains the mappings defined in the Product Catalog Alias Mapping form.
For example, if you specify Desktop in the Categorization Tier 1 field in the Discovery Product
Categorization area and Hardware in the Categorization Tier 1 field in the Mapped Product
Categorization area, any incoming CI that is received as Desktop for tier 1 is saved as Hardware
for tier 1.
To map CI discovery categorization to product categorization
Product Catalog Alias Mapping, and then click Open. The Product Catalog Alias Mapping
form appears.
3. Select the CI type for the mapping.
4. In the Discovery Product Categorization and Mapped Product Categorization areas, select
the information to be mapped for the selected CI type.
5. Click Save.
Working with operational catalogs

This section describes what operational catalog information is and the operational catalog functions
that you can perform.
What is operational catalog information? (see page 482)

Creating operational categories (optional) (see page 483)
Deleting multiple operational catalog records (see page 484)
Relating a company or application to an operational category (see page 484)
Setting an operational category to offline (see page 485)
What is operational catalog information?

Operational categorization information is used for assignment mappings and categorizing
incidents, problems, changes, and so on for reporting.
The operational catalog can contain a list of the operational services that a typical help desk
provides, such as adding hardware and password resets. It can also contain items that represent
symptoms of incidents and problems.
You need Config Categorization Admin or Config Categorization User permission to create
operational categories.
Note

Operational categories must be related to a company before they are available on BMC
Remedy ITSM forms.
Understanding operational categorization video
Disclaimer
Creating operational categories (optional)

Operational categories list all the operational services that a typical help desk provides, such as
adding a user account and changing a server password.
Operational categories can also contain items that represent symptoms of incidents or problems,
such as application failure and network failure. You can create operational categories of services
for use in various BMC Remedy ITSM forms.
Each operational category must be unique. You might find it helpful to view existing categories
before creating new categories. For more information about viewing categories, see Viewing and
modifying standard configuration data (see page 371).
To create operational categories
correct company.
2. Click the Create link next to Operational Category. The Operational Catalog dialog box
appears.
3. Select or enter the operational categorization tiers. After you create an operational category
with a particular tier 1 and tier 2, you can select those tiers when creating additional
operational categories. For example, if you create an operational category for Add > User >
Account, you might first enter all three categories, but when you create an operational
category for Add > User > Web Page, you can select both Add and User.
4. Select Enabled for the status.

5. Select whether the category is available for the company that you are configuring, or
whether it is available for all companies.
6. Click Add. When you save the operational category, it is automatically related to the Global
company. This makes the operational category available on other forms, such as the
Incident form, for all operating and customer companies. The product category is also
available to all BMC Remedy ITSM applications.
7. To add more operational categories, repeat steps 3 through 6.
8. When you are finished adding operational categories, click Close.
Deleting multiple operational catalog records

You can perform a bulk delete of operational catalog records.
To delete multiple operational catalog records
Operational Catalog and then click Open.
The Operational Catalog Setup form appears.
3. Click Advanced Search to search for the records that you want to delete.
4. Highlight the records that you want to delete in the search results.
5. Choose Actions > Delete to delete the records.
Tip
Similar procedures can also be used to delete multiple product and generic catalog
records. You will need to start from the relevant setup form.
Relating a company or application to an operational category

Relationships between companies and applications or modules determine which companies, BMC
Remedy ITSM applications, and modules can accept operational categorization information. An
operational category can be associated with one or more companies.
To add a company, and application and module relationship for an operational category
Operational Catalog, and then click Open. The Operational Catalog Setup form appears.
3. Enter search criteria in the fields on the Operational Categorization Search Criteria area of
the form, and then click Search. The relationships that appear in the Company and Module
Relationships table are directly related to the selected category in the Operational Category
table.
4.
4. In the Company and Module Relationships area, click View or Create. The Operational
Catalog Relationship dialog box appears.
5. To make the operational category specific to certain companies, delete the -Global- entry
and create an entry for each company. By default, the operational category is accessible to
all companies.
the operational category.
Tip
Select the check box to the right of the Service Support Modules header to select
Note
An operational category status must be set to Enabled for it to appear in lists for
operational category fields.
8. Click Save.
Setting an operational category to offline

In the Company and Module Relationships area of the Operational Catalog Setup form, select the
operational category in the Operational Catalog Setup form, and then click Set Offline.This makes
the category unavailable in selection lists.
When an operational category is disabled, the Status field turns red.
In the Company and Module Relationships area of the Operational Catalog Setup form, select the
operational category in the Operational Catalog Setup form, and then click Set Offline.This makes
the category unavailable in selection lists. When an operational category is disabled, the Status
field turns red.
Tip
To enable an offline category, select it, and then click Set Enabled. When an operational
category is enabled, the Status field turns green.

Working with generic catalog information

This section describes what generic catalog information is and which generic catalog functions you
can perform.
What is generic catalog information? (see page 486)

Creating a generic category (see page 486)
Creating a resolution categorization from the Generic Catalog Update form (see page 489)
Setting a generic category to offline (see page 491)
Relating companies and modules to a generic category (see page 492)
What is generic catalog information?

The generic catalog lets you create category type selections for fields in BMC Remedy ITSM
applications, which vary based on the selection of either product or operational categorization.
For example, you can create a list item called Hardware Failure for the Cause field on the Incident
form, and make it available for selection only if the first tier of the product categorization is
Hardware.
Several predefined category types are provided with the BMC Remedy ITSM Suite. For example,
Reason category type is used in the list selections for the Cause field on the Incident form in BMC
Service Desk: Incident Management and the Root Cause field on the Problem Investigations and
Known Error forms in BMC Service Desk: Problem Management.
To create generic catalog information, you need to have Config Categorization Admin or Config
Categorization User permission.
Tip
Generic catalog information must be related to a company to be available on BMC

Remedy ITSM forms.
Creating a generic category

On the Generic Catalog Setup form, you must enter information in the Generic Product/Operational
Relationship Category area first. Some of these categories can be associated with products and
operational categories, some associated with just products, and others with just operational
categories.
Tip
You must relate a category to a company before the category is available on other forms.
To create a generic category

Generic Catalog Structures, and then click Open. The Generic Catalog Setup form appears.
3. In the Generic/Product/Operational Relationship Category area, click Create. The Generic
Catalog Update form appears.
4. Select the Category Type. The default category types available are listed in the following
table:
Category types
Selection Meaning
Reason Stores reason categories. The categories that you set up are used as data on other BMC Remedy ITSM
Suite forms. For example, Reason is used in the list selections for the Cause field on the Incident form
(used in the Incident Management feature of BMC Service Desk) and the Root Cause field.
Wallet Used to store credit card information. The categories set up are then used as data on other BMC Remedy
ITSM Suite forms. For example, on People records you can use the Attributes tab to add information for
the Wallet Attribute Type.
Resolution Used to categorize different types of resolutions. The categories set up are then used as data on other
Category BMC Remedy ITSM Suite forms. For example, resolution category information is used in incidents.
User Stores user access catalog information. The categories set up are then used as data on other BMC
Access ID Remedy ITSM Suite forms. For example, your site can have different types of user IDs for different
purposes or systems. This category can be used to group them.
SLA Categorizes reasons for breaches of a Service Level Agreement (SLA). The categories set up are then
Breach used as data on other BMC Remedy ITSM Suite forms. For example, SLA breach category information is
used in incidents.
5. In the tier fields in the Generic area, enter categorization values. For example, in the
Generic Categorization Tier 1 field for the Reason category type, select a value such as
Hardware Failure.
Note
The Cause field is a single-tiered value. Therefore, when creating data for this
category type, you need to provide only the first tier in the generic category
definition. You can enter None for the tier 2 and tier 3 information or leave these
fields blank.
The product and operational categorization values must exist in the product and operational
catalogs. Also, you can create a generic category definition multiple times in the generic
catalog if you need to relate it to various companies or Product Categorizations.
6. Optionally, you can relate the Generic Category definition to operational and product
categorizations. Select the Operational and Product tiers. For example, when working with
Resolution Category as the category type, you can select the Generic Categorization Tier 1,

6.
Generic Categorization Tier 2, and Generic Categorization Tier 3 values, which will show on
the Resolution Categorization tab for an incident. The Operational Categorization must
match the Operational Categorization on the incident form. Optionally, you can also include
a Product Categorization as part of the Resolution Product Categorization for an incident.
This Product Categorization must already exist in the Product Catalog. For a more detailed
example, see Creating a resolution categorization from the Generic Catalog Update form
(see page 489).
You can create a generic category definition multiple times in the generic catalog if you need
to relate it to various companies or Product Categorizations.
7. Select a status.
After you create generic category definitions, you can search for them to view in the Generic
/Product/Operational Relationship Category table as shown in the following figure.
Generic Catalog Setup form

Tip
To modify a generic category, select it, and then click View. You can change the
status on the Generic Catalog Update dialog box. No other generic categorization
information can be changed. To delete a generic category, select it, and then click
Delete.
9. Click Close.
Creating a resolution categorization from the Generic Catalog Update form

The information displayed in the Resolution Categorization tab for an incident is driven by the
information created in the Generic Catalog Update form.
In the Generic Catalog Update form, you can create a resolution categorization and tie it to existing
operational categorization and product categorization data.
For example:

In this example, the resolution categorization is as follows:
Tier 1 = User Error

Tier 2 = Connectivity exists
This resolution categorization will only be accessible when:
Operation Categorization Tier 1 = Request
Note

The values for Tier 2 and Tier 3 are left blank to represent that these resolution
categorization values should be accessible regardless of any selections being
made in these fields.
Product Categorization Tier 1 = Network

Product Categorization Tier 2 = Connectivity
Note
The values of Tier 3 , Product Name, M/V and Manufacturer are left blank to
represent that these resolution categorization values should be accessible
regardless of any selections being made in these fields.
Resulting resolution categorization in the Incident form
From the Incident form, resolution categorization is determined by the information entered in the
Operational Categorization and Resolution Product Categorization fields. Resolution Product
Categorization is the product categorization of the causal CI (which is the CI that caused the
incident).
For example:
1. After creating the resolution categorization in the Generic Catalog Update form, and as
described in the previous example, open the Incident form.
2. From the Incident form, enter Request in the Operational Categorization section.
3. Enter Network in the Resolution Product Categorization Tier 1 field.
4. Enter Connectivity in the Resolution Product Categorization Tier 2 field.
The resulting Resolution Categorization drop-down lists contain the following options for
selection:
Tier 1 = User Error
Tier 2 = Connectivity exists
Setting a generic category to offline

Select the generic category definition in the Generic Catalog Setup form, and then click Set Offline.
This makes it unavailable in selection lists.
To enable an offline category, select it, and then click Set Enabled. When a generic category is
enabled, the status turns green; when it is disabled, the status turns red.

Relating companies and modules to a generic category

Relationships between companies and applications or modules determine which companies and
BMC Remedy ITSM applications and modules can accept generic categorization information. A
generic category can be associated with one or more companies.
Tip
To make the generic category accessible to all companies, select Global for the
company.
To relate a company and application or module to a generic category
Generic Catalog Structures, and then click Open. The Generic Catalog Setup form appears.
3. Enter search criteria in the fields on the Generic Categorization Search Criteria area of the
4. From the results list, select a category. The relationships that appear in the Company and
Module Relationships table are directly related to the category selected in the generic
category table.
5. In the Company and Module Relationships area, click Create. The Generic Catalog Setup
form appears.
Note
If you already have a relationship with a -Global- company, you cannot add more
relationships. To specify relationships with specific companies, you must first
delete the -Global- entry.
6. In the Company field, select the company name to relate to the generic category.
the generic category.
Tip
Click the check mark to the right of the Service Support Modules header to select

Note
A generic category status must be set to Enabled for the category to appear in lists
for generic category fields.
9. Click Save.
Notification Engine configurations

This section describes the major components and process flow of BMC Remedy IT Service
Management (BMC Remedy ITSM) Notification Engine. By understanding how all of the pieces
work together, you can intelligently change the default configuration or make any necessary
customizations to meet your organization's needs.
To improve performance and scalability, the Notification Engine improves group notification
processing and processes all notifications asynchronously.
The Notification Engine provides a back-end workflow model for defining which notifications should
be sent, based on events in a BMC Remedy ITSM application.
Support staff use the People form to define which notifications they want to receive. Predefined
notifications can be turned on or off.
The Notification Engine provides the following primary functions:
Determines notification recipients (group or individual)

Specifies the notification text
Initiates the notification delivery (email or pager)
Logs the notification details
Notification system process control

The NTE:SYS-NT Process Control interface form receives notification event requests from BMC
Remedy ITSM. The NTE:SYS-NT Process Control interface form processes all notification events,
as shown in the figure below.

Note
The NTE:SYS-NT Process Control form is the center of the Notification Engine; it is what
initiates a notification.
During an initial submission or update of a record in one of the BMC Remedy IT modules, workflow
creates a record in the NT:SYS-NT Process Control form. This record is processed by the
escalations listed in the table below.
NT:SYS-NT Process Control escalations
Escalation Description
Processes notifications that are held due to business hours and holiday processing.
SYS:NPC:ProcessHeldNotifications
Processes group notifications.

SYS:NPC:TriggerGroupNotifications
Processes individual notifications.

SYS:NPC:
TriggerNonGroupNotifications
When a new record is created in the NTE:SYS-NT Process Control form, filters perform these
tasks:
Verify the notification message exists in the SYS:Notification Messages form and that the
message record is enabled.
Retrieve data from the source form (if the notification was sent from an association form).
Check business hours, business holidays, and notification preferences for support staff
notifications.

Process on-call group notifications when the On-Call Group Flag is enabled.
Process group notifications by searching the Group membership table for group
notifications.
Process individual notifications that are coming from the group notifications processing
above or that came in directly from an event.
Process messages by running translation workflow (that is, workflow that replaces tokens
within the message text).
If the notification is successfully processed, the NT:SYS-NT Process Control record is deleted.
Invoking the notification subsystem

Filters are triggered on certain application events. Filters populate data on the source forms and
then push data from the source forms to the NTE:SYS-NT Process Control form for processing.
One or more notification filters can trigger a notification event. The contents of the Notification
Message Tag field are passed to the NTE:SYS-NT Process Control form, so it must be unique and
must correspond to a notification message in the SYS:Notification Messages form.{
The notification filters perform the following actions:
Populate data on the source forms.

Push data from the source forms to the NTE:SYS-NT Process Control form for processing.
Set the Notification Message Tag and temp fields, and then create a record in the NTE:SYS-
NT Process Control form.
The Notification Message Tag is the unique identifier for each notification event and message.
After the Notification Process Control record is created, the notification fields on the source form
are cleared.
Notification audit
The NTE:Notifier Log form contains every notification (alert, email, and pager) sent from the
subsystem. Notification records are written to the log every time the system sends a notification.
These entries appear in the application audit logs.
Notes
Manually archive or delete entries periodically.

The Notification Text and Email Message Body fields were unlimited in length.
These fields are now limited to 3,964 bytes due to performance with Oracle
databases. The notification messages are still unlimited in length, but the audit log
truncates the values of these fields. If you are upgrading from 7.0.x, these records
are truncated.

Recommendation
If you need to retain the entire message, retain these messages on your email server.
Notification interface
The NTE:Notifier form processes the formatted notification text and, based on notification method,
sends an alert, email, or page.
The NTE:Notifier form has workflow that performs a Run Process command to send a page, create
an email record in the AR System Email Messages form, or create an alert in the Alert Events form.
This form has workflow that is triggered on Window Open to redirect the user to the appropriate
record (for example, incident, problem, change, and so on). For debugging purposes, you might
need to disable this workflow to make sure that the notification record is correct.
The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specified for the

notification, and it uses the notification recipient's default notification method.
If email is the notification method, the email message includes ARTask and URL shortcuts to the
record. The NTE:NTS:Email_200_SystemNT filter executes when Email is the default method
specified for the notification. To remove the ARTask and URL, clear the check boxes in this filter.
External email notifications (sent by the NTE:NTS:Email_200_Customer-NT filter) and email

messages sent manually through the BMC Remedy email server (sent by the NTE:NTS:
Email_200_Manual-NT filter) do not include shortcuts.
There is a separate filter to process each notification method.

The NTE:Notifier record is deleted after the alert, email, or page is sent, and an audit record
is created.
System Events and Message Catalog for the Notification Engine

The System Events and Message Catalog contains all valid notification event definitions available
in the notification subsystem. The following primary forms make up this catalog:
NTE:SYS-Define NT Events form (see page 496)

NTE:CFG-Notification Events form (see page 498)
SYS:Notification Messages form (see page 498)
NTE:SYS-Define NT Events form

Notification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC
Remedy ITSM module (Incident, Problem, Change, Request, Purchase Requisition, Asset, and so
on). Notification events are primarily configured for internal support staff notifications that are sent
according to the system default preferences, unless you have created your own entry for those
events in the NTE:CFG-Notification Events form.

Note
User-defined events take precedence over system-defined events.
Warning
Remember that all customer notifications are sent by email. You cannot change this
setting without customization to the Notification Engine settings. If you install patches or
later versions of the BMC Remedy IT Service Management, back up your work so that it
is not overwritten by the installer. This warning applies to all customizations that you
make to the Notification Engine.
The following table describes the fields that are provided on the NTE:SYS-Define NT Events form.
Field Description
Module Specifies the BMC Remedy ITSM Suite module in which the notification message is used.
Name
Notification Specifies the event that triggers the notification.

Event
Support Indicates whether the notification event is intended for customers or support staff.
Staff Event
When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG-Notification Events form
must specify the default preferences for this notification event.
Description Provides a description of the notification event.
Check Select the applications or components to which the notification event is applicable.
boxes
Note: Because Problem Management is a process internal to the support organization, the Problem Management
module has no customer notification events.
Notification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC
Remedy ITSM module (Incident, Problem, Change, Request, Purchase Requisition, Asset, and so
on). Notification events are primarily configured for internal support staff notification, which is
indicated by the Yes flag in the Support Staff Event field.
When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG-
Notification Events form must specify the default preferences for this notification event
The notification is sent according to the system default preferences, unless you have created your
own entry for this event in NTE:CFG-Notification Events.
Note
User-defined events take precedence over system-defined events.

You can also use notification events for email notifications to customers who might not have a login
ID or access to the application. To use notification events this way, set the Support Staff Event field
to No.
Warning
Remember that all customer notifications are sent by email. You cannot change this
setting without customization to the Notification Engine settings. If you install patches or
later versions of the BMC Remedy IT Service Management, back up your work so that it
is not overwritten by the installer. This warning applies to all customizations that you
make to the Notification Engine.
Note
Because Problem Management is a process internal to the support organization, the

Problem Management module has no customer notification events.
NTE:CFG-Notification Events form

The NTE:CFG-Notification Events form stores all system-wide and user-specific preferences for
predefined internal (support staff) notification events. Preferences defined here include the
notification method (email or alert), whether a pager notification is sent, business hour usage,
holiday usage, and whether the message is a group or individual notification.
Additional application preferences are also available, such as including priority for Incident
Management and Problem Management, or Timing for a Change type notification.
SYS:Notification Messages form

The SYS:Notification Messages form contains the notification text for each event. The following
table lists the fields on the form that you can use to configure and customize notification messages.
Note
In the table, fields that are marked with an asterisk (*) have an unlabeled drop-down
menu on their right side. These menus provide text variables that can be inserted in the
fields. For example, #Incident Number#. The standard filter workflow detects the
variable and replaces it with the actual incident ticket number.

Field Description
Mapping section
Notification Identifies the specific message to be sent. Must have a unique value.
Message
Tag You can associate each notification event with several notification messages for different companies and locales.
Locale Specifies the locale in which the notification message is used. Must have a unique value.
Company Specifies the company for which the notification message is used. Must have a unique value.
Module Specifies the BMC Remedy ITSM Suite module in which the notification message is used.
Name
Support Indicates whether the notification message is intended for customers or support staff.
Staff Event
Note: the notification workflow does not use this setting to determine which notification preferences to use when
sending the notification. The actual filters supporting the notification determine whether the notification preferences
are hard-coded (for example, always using email as the notification method, as with customer notifications) or
retrieved from the NTE:CFG-Notification Events form (for example, use the system default or user-defined
notification method specified for the recipient, as with support staff notifications).
Notification Specifies the event that triggers the notification.

Event
Form Specifies the form in which the trigger event occurs.

Name
Description Provides a description of the notification mapping.
Other fields
Pager Specifies the text that is sent to an alphanumeric pager.

Message
Alpha*
Notification Specifies the text of the notification message that is displayed on-screen.
Text
Email Specifies the Subject line of the notification message that is sent by email.
Subject
Line*
Email Specifies the text of notification message that is sent by email.

Message
Body*
Email Used in the Email Based Approval feature. This field specifies the primary template that is used to send approval
Template notifications by email.
Name*
Fallback Used in the Email Based Approval feature. This field specifies the secondary template that is used to send approval
Template notifications by email, if the primary template is unavailable.
Name*
Additional configuration options

The following additional configuration options for Change Management and Asset Management
notifications are available from the Application Administration Console.

The Change Management Rules form (Custom Configuration > Change Management >
Advanced Options > Rules) lets you configure the rules in which a Change Manager and
Change Coordinator are notified, based on Change status.
Note
Out-of-the-box notifications to the Change Manager and Change Coordinator are

configured only for the following change states: Request for Change, Planning In
Progress, Scheduled for Approval, Canceled, Rejected, and Completed.
The Asset Management Rules form (Custom Configuration > Asset Management >
Advanced Options > Rules) lets you configure CI notifications so that when a CI's status is
set to a particular value, the person who uses, manages, or supports the CI is notified.
Disabling notifications
Because workflow for customer notifications differs from support notifications, the procedure for
disabling differs between the two.
Disabling customer notifications (see page 500)

Disabling support staff notifications (see page 500)
Disabling customer notifications

When disabling customer notification events in the NTE:SYS-Define NT Events form, you do not
need to disable the corresponding messages in the SYS:Notification Messages form. This is
because each customer notification includes the following filters:
The first filter checks whether the notification event is enabled.

If the first filter found the enabled notification event, the second filter starts the notification
process. Otherwise, it does nothing.
However, if you disable the associated messages in the SYS:Notification Messages form,
notification messages that are not being sent are easier to identify because administrators have to
look at only a single form.
Disabling support staff notifications

You can disable support staff notifications in the SYS:Notification Messages form. There is no
workflow associated with any status other than Enabled for all configuration data. Any record with
the Status not set to Enabled is considered to be disabled, from a workflow perspective. You must
decide how you want to use the provided status values and how you maintain the configuration
data.
The following table describes the recommended guidelines.

Guidelines for disabled support staff notifications
Status Description
Proposed Data is part of a planned change to the configuration data but is not yet in use in the current environment. For
example, a notification message has been entered and is awaiting approval before you enable it.
Enabled Data is used in the current environment. For example, a notification message is sent.
Offline Data is not being used. For example, a notification message is not enabled.
Additional notification forms

In addition to the primary notification forms, the Notification Engine has the supporting forms listed
in the following table:
Supporting notification forms
Form Description
NTE: This display-only form is accessed from Incident or Problem forms and enables users to send ad hoc email
Manual notifications. Entries are automatically deleted after they are processed.
Notification
Note: This form is not used in 7.0.x. It is deprecated in the 7.6.00 release.
NTE:CFG- This form is accessible from the Application Administration Console (Custom Configuration > Foundation >
Country Notification Engine > Country Code Option). It stores country codes related to area codes for pager notifications.
Code
Option
Numeric Notification Engine > Numeric Pager Prefix). It stores numeric identifiers related to application forms that are used
Pager to prefix messages sent to numeric pagers.
Prefix
Pager Notification Engine > Pager Service). It stores pager services information that can be used by BMC Remedy ITSM.
Service You must configure pager services before you can select this as a notification method in the CTM:People
Config configuration form.
NTE:CFG- This form is from previous versions of BMC Remedy for IT Service Providers (ITSP) and is not used in BMC
NT Events Remedy ITSM 7.x.
NonSupport
Configuring default notification preferences

Individual Notification preferences are configured on the CTM:People form for each support
person. Notification preferences vary by application or module, such as BMC Asset Management
and BMC Change Management, and by event, such as asset scheduled maintenance. Default
notification preferences are predefined for each module and event. If the default setting does not
meet your needs, you can turn off a notification by setting Notification Availability to No. You can
set the notification language for each notification message.

Note
User notification preferences override system notification preferences.
Globally modifying system default settings (see page 502)

Modifying notification message text (see page 502)
Configuring support group notifications (see page 503)
Globally modifying system default settings

You can globally modify the system default settings by retrieving the record for the Notification
Event (for example, User) or the Notification Event Type of System Default in the NTE:CFG-
Notification Events form.
To globally modify system default settings
1. Open the NTE:CFG-Notification Events form and perform a global search for all records in
the system.
2. To specify a default notification method for all users, select the appropriate value from the
Remedy Notification Mechanism menu (for example, Alert). If this value is left blank, the
Default Notification Mechanism specified on the user's People record is used.
3. To turn off group notifications (that is, send a notification only when an individual assignee is
specified), set the Group Notifications flag to No. This settings can be overridden individually
by queue managers so that they are the only users to receive notifications when no
individual assignee is specified.
4. Save your changes to the records.
Modifying notification message text

The message text for predefined notifications is stored in the SYS:Notification Messages form.
Each message is uniquely identified by the combination of Notification Message Tag and Locale.
You can modify the content of the fields listed in the following table:
Field Description
Pager Message Alpha Contains the text sent to an alphanumeric pager.
Email Subject Line Contains the text included in the subject line of an email notification.
Email Message Body Contains the text included in the body of an email notification.
Status Controls whether notifications are sent:
Offline: Notifications not sent.

Enabled: Notifications are sent.
Define other settings as needed (for example, Proposed).

You can used field variables in the notification message text fields by enclosing them in #. They are
translated by workflow. Using field variables in notification messages other than the default text
requires customization to create the corresponding translation workflow.
You can configure the notification text for different companies by creating a new record with the
same Message tag and selecting the Company form the menu.
Note
You should not modify the fields within the Mapping section of this form. The notification
system uses these mappings to identify what message to send, how to send the
message, and when it should send it. Your changes can break the workflow.
Configuring support group notifications

By default, the system sends notifications to each member of a support group.
When configuring the support group notifications, you can choose to configure the system to send
notifications to a support group email distribution list, instead of to individuals within a group.
Recommendation
If the support group has 25 members or more, set up a distribution list. For information
about setting up distribution lists for group notifications, see Adding group notification
distribution lists (see page 410).
For more information about the benefits of using distribution lists, see Setting up group
notifications (see page 409).
You can also disable group notifications.
Configuring support group notifications

The Notification Engine uses the same asynchronous process for both group and individual
notifications.
Notification transaction process

A notification transaction uses the major components of the Notification Engine, as shown in the
following figure:
Interaction of the major components in the Notification Engine

The NTE:SYS-NT Process Control form is the center of the Notification Engine. All notifications are
pushed to this form first. Depending on which parameters are included, it determines whether the
notification is a group notification or an individual notification. Calling applications pass this
information to the NTE:SYS-NT Process Control form. This information includes details such as the
application, the recipient of the notification, and information about the parent record.
1. Escalations are run to process the pending notification events.

The application uses out-of-the-box escalation pools 1, 2, and 3 to enable multithreading
processing for the records contained in the NTE:SYS-NT Process Control form.
Note
Escalation pools are enabled through the AR System Administration Console.

BMC Remedy IT Service Management does not set the pooling automatically, so
the AR System Administrator must configure the escalation pools before running
the notification process. If you do not properly configure the escalation pools, all
escalation workflow runs within escalation pool 1.
A single record created in the NTE:SYS-NT Process Control form is used for both group and
individual notifications. All group and individual notifications are processed asynchronously.
2. SYS:NPC:TriggerGroupNotifications runs every minute against the NTE:SYS-NT Process
Control form for group notifications. This escalation runs within escalation pool 3.
SYS:NPC:TriggerNonGroupNotifications runs every minute against the NTE:SYS-NT
Process Control form for individual notifications. This escalation runs within
escalation pool 2.
SYS:NPC:ProcessHeldNotifications runs every 11 minutes to process records held
for business hours. This escalation runs within escalation pool 1.
3. Individual processing gets the user's notification preferences, ticket information, and
message from the Notification Messages catalog. Group processing expands the group list
to individuals, and then runs the individual process.
4. The NTE:Notifier sends the notification using the appropriate method (email, pager, or alert).
If the notification is through email, NTE:Notifier workflow creates a record in the AR System
Email Messages form, which is processed by the BMC Remedy Email Engine.
Notification workflow
When a notification event is triggered by an application event, workflow performs a series of
checkpoints to determine whether the notification actually gets sent, as shown in the following
figure (click the graphic to expand it). First, it looks at a person's notification preferences in the
CTM:People form to see whether the specific notification has been enabled or disabled. If it has
been disabled, the notification is not sent.
Notification process flow

! your_image.gif|width=680, height=925|align=left!
Next, if the notification has not been disabled for that user, the Notification Engine then checks to
see whether User or System Default events are enabled for the user. User events have
precedence over System Default. If a user event for that specific notification event does not exist
(or it has been disabled), workflow looks for the System Default event. If a user event exists and is
enabled, workflow looks at the specific user notification criteria.
Finally, application events trigger notifications to be sent to groups or specific individuals. Various
notification events are installed with the applications in the NTE:CFG Notification Events form.
Messages are stored in the SYS:Notification Messages form.
Configuring Notification Engine escalation pools

To use escalation pools, configure the Escalation Max Threads count from the default value of 1 to
3 to take advantage of the optimized out-of-the-box Notification Engine escalation pooling.
To configure Notification Engine escalation pools
1. From a browser open the AR System Administration Console.

2. Click System > General > Server Information.
Configuring escalation pools
4. Click in the Max Threads cell, and then specify the number of escalation pools (for example,
3).
You can change the value to a maximum of 6.
5. Click OK.

Related topic
Extending the Notification Engine escalation pools (see page 507)
Extending the Notification Engine escalation pools

The Notification Engine subsystem enables you to increase the number of escalation pools for
processing individual and group notifications.
The out-of-the-box Notification Engine uses three escalations (each within its own escalation pool)
to process the notification data within the NTE:SYS-NT Process Control form. Escalation pool 2
processes individual notifications and escalation pool 3 processes group notifications.
Multithreading filter workflow for NTE-NPC-SetNonGroupEscalationPool_010_Set`! (see

page 508)
Multithreading filter workflow for NTE-NPC-SetGroupEscalationPool_010_Set`! (see page
509)
Setting up escalation workflow to process the multithreaded individual and group
notifications records (see page 509)
Enabling multiple escalation pools to process individual and group notifications

You can extend the escalation pools by using the round-robin algorithm that is in the following two
filters:
NTE:NPC:SetNonGroupEscalationPool_010_Set`!
NTE:NPC:SetGroupEscalationPool_010_Set`!
These filters are disabled by default, but you can enable and customize them to define additional
escalation pools.
Note
Enabling these filters is a customization of the Notification Engine subsystem. If you

install patches or later versions of BMC Remedy IT Service Management, back up your
work so that it is not overwritten by the installer.
To have two escalation pools to process individual notifications and three more escalation pools to
process Group notifications, you must edit the filters. The following sections describe the workflow
within these filters.
Multithreading filter workflow for NTE-NPC-SetNonGroupEscalationPool_010_Set`!

To enable the proper sequence of the pools in the range between the Escalation Pool Start Range
and Escalation Pool End Range values, the Escalation Pool Number field in the NTE:SYS-NT
Process Control form is set by performing a modulo operation on the entry ID. The Escalation Pool
Number value is then used as part of the qualification of the escalation, so that a particular
escalation processes only notification records that match the Escalation Pool Number value.
The modulo operation in the filter workflow finds the remainder of a (the dividend) by n (the
divisor). The operation is represented as a % n.
a = the z1D Integer01 field, which is a sequential number ($LASTID$).

n = the z1D_GROUPMOD field, which is set by subtracting the Escalation Pool End Range
from the Escalation Pool Start Range and adding 1.
As a result, the Escalation Pool Number = a % n + Escalation Pool Start Range .
Incrementing a by 1 for every new Notification Process Control record ensures that the Escalation
Pool Number value follows a round-robin approach that starts at the Escalation Pool Start Range
value and ends with the Escalation Pool End Range value. For example, if you set the non-group

(individual) escalations to run in escalation pools 2 and 3, the Escalation Pool Start Range is 2 and
the Escalation Pool End Range is 3. The Escalation Pool Number value for each Notification
Process Control record sequences between 2 and 3.
The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflow actions

listed in the following table:
Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter
Action Description
Push Creates the record in which to store the entry ID that is used to calculate the Escalation Pool Number value. The
Fields $LASTID$ function is used to get the entry ID number.
Set
Fields z1D_NONGROUPMOD = (Escalation Pool End Range - Escalation Pool Start Range) + 1
z1D Integer01 = $LASTID$
Set EscalationPoolNumber = ($z1D Integer01$ % $z1D_NONGROUPMOD$) + Escalation Pool Start

Fields Range
Multithreading filter workflow for NTE-NPC-SetGroupEscalationPool_010_Set`!

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter works much like the NTE:NPC:
SetNonGroupEscalationPool_010_Set`! filter, except that group escalation pools run in a
round-robin fashion between escalation pool 4 and escalation pool 6.
For example, if you set the group escalations to run in escalation pools 4 and 6, the Escalation
Pool Start Range value is 4 and the Escalation Pool End Range value is 6. The Escalation Pool
Number value for each Notification Process Control record sequences between 4 and 6.
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow actions listed in

the following table:
Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter
Action Description
Push Creates record to get entry ID that is used to calculate the Escalation Pool Number. The $LASTID$ function is used to
Fields get the entry ID number.
Set
Fields z1D_GROUPMOD = (Escalation Pool End Range - Escalation Pool Start Range) + 1
z1D Integer01 = $LASTID$
Set EscalationPoolNumber = ($z1D Integer01$ % $z1D_GROUPMOD$) + Escalation Pool Start Range

Fields
Setting up escalation workflow to process the multithreaded individual and group notifications
records

In addition to the filters, BMC Remedy IT Service Management provides escalation workflow
objects that you can enable for individual (non-group) and group notifications. These escalations
serve as examples when enabling the multithreading filter workflow.
The following escalations process individual (non-group) notifications:
SYS:NPC:TriggerNonGroupNotificationsPool2
The following escalations process group notifications:
SYS:NPC:TriggerGroupNotificationsPool2
To continue the example of setting up two escalation pools to process individual notification
records and three escalation pools to process group notification records, you must perform the
following procedure to enable the escalation workflow.
To set up escalation workflow to process the multithreaded individual and group notification records
1. Log in to your server with BMC Remedy Developer Studio.

2. Disable the following escalations:
SYS:NPC:TriggerNonGroupNotifications
SYS:NPC:TriggerGroupNotifications
3. Enable the following escalations (as shown in the following figure):
Enabling escalation in BMC Remedy Developer Studio

The figure shows that the SYS:NPC:TriggerNonGroupNotificationsPool2 escalation

processes only individual notification records in which the EscalationPoolNumber is set to 2. In
turn, the SYS:NPC:TriggerNonGroupNotificationsPool3}}escalation processes
individual notification records in which the {{EscalationPoolNumber is set
to 3, and so on.
The filter workflow in this example sets EscalationPoolNumber to 2, to 3, and then back to 2,
and so on, in a round-robin fashion when individual notification records are created in the NTE:
SYS-NT Process Control form. In the same way, the filter workflow sets the
EscalationPoolNumber to 4, to 5, to 6, and then back to 4, and so on, when group notification
records are created.
As a result, for every unique EscalationPoolNumber that is generated, you must run the
escalation workflow to process the notification records. BMC recommends that you match the
Escalation Pool Number within the escalation workflow to the EscalationPoolNumber
value in the records to simplify keeping track of the escalation pools.
BMC Remedy ITSM notification events

The following tables describe notification events:
BMC Incident Management notification events
The following table describes BMC Incident Management notification events:
BMC Incident Management notification events

Event Message tag Filter Description
Assignment HPD-INC- HPD:INC: Notifies the Assignee when the assignment

Assignee NTAssignee_ changes and the Incident is not Resolved.
Assignment 800_SetTag
Assignment HPD-INC- HPD:INC: Notifies the Assigned Group when the assignment
Group NTAsgGrp_ changes and the Incident is not Resolved.
Assignment HPD-INC- HPD:INC: Notifies the Assigned Group Shift when the
ShiftGroup NTAsgShiftGrp_ assignment changes and the Incident is not
Assignment 810_SetTag Resolved.
Cancellation HPD-INC- HPD:INC: Notifies the customer when the status of the
Customer NTCustCancelled_ Incident is changed to Cancelled.
CancellationNT 857_SetTag
Change HPD-CRQ- HPD:HAS: Notifies the Assigned Group when the status of an
Associations ChangeRequest NotifyICComplt- associated Change Request is changed to
Status NPC_100_Push Completed.
Known Error HPD-PKE- HPD:HAS: Notifies the Incident Assignee or the Assigned
Solution Permanent NotifyKnwnErrPermSoln_ Group when the Resolution of an associated
Solution 806_PNPC Known Error is modified.
Determined
Known Error HPD-PKE- HPD:HAS: Notifies the Incident Assignee or the Assigned
Workaround TempWorkaround NotifyKnwnErrTempSoln_NPC_ Group when the Workaround of an associated
Determined 100_Push Known Error is modified.
OLA HPD-INC- HPD:INC: Notifies the Incident Assignee when the Incident is
Resolution Assignee NTOLAAssignee_ escalated for OLA resolution.
Escalated OLAResolution 886_SetTag
Notification Escalation
OLA HPD-INC- HPD:INC: Notifies the Incident Assigned Group when the
Resolution GroupAssignment NTOLAAssignGrp_ Incident is escalated for OLA resolution.
Escalated OLAResolution 885_SetTag
Notification Escalation
Ownership HPD-INC- HPD:INC: Notifies the Assigned Owner when Ownership of

Assignment OwnerAssignment NTOwner_ the Incident has been set.
800_SetTag
Ownership HPD-INC- HPD:INC: Notifies the Assigned Owner Group when

Assignment GroupOwner NTOwnerGrp_ Ownership Group of the Incident has been set.
HPD:INC: Note: Filter 821 runs on Submit and filter 820 runs
NTOwnerGrp_ on Modify.
821_SetTag
Problem HPD-PBI- HPD:HAS: Notifies the Assignee or the Assigned Group when
Investigation IncidentInvestigation NotifyIncident_NPC_ the Incident is associated to a Problem
Associations Association 100_Push Investigation from the Problem Investigation form.
Problem HPD-PBI- HPD:HAS: Notifies the Assignee or the Assigned Group when
Investigation Investigation NTPBIComplt_NPC_ an associated Problem Investigation is completed.
Completion Completed 100_Push

Requester HPD-INC- HPD:INC: Notifies the Requester when an open Incident is

Incident CustomerReceipt NTCustConfirm_ submitted.
Receipt Confirmation 851_SetTag
Confirmation
Requester HPD-INC- HPD:INC: Notifies the Requester when an Incident that was
Incident Re- Customer NTCustReOpen_ Resolved is changed to open status.
opened ReOpenNT 855_SetTag

Incident Customer NTCustRes_ Resolved or Closed with a resolution.
Resolution ResolutionNT 853_SetTag

Incident CustomerResolutionNT_ NTCustRes_ Resolved or Closed without a resolution.
Resolution NoRes 853_SetTag_NoRes
Requester HPD-INC- HPD:INC: Notifies the Contact Person when an open Incident
Incident DirectContact NTDirect is Resolved or Closed.
Resolution ResolutionNT ContactRes_
853_SetTag
Resolution HPD-INC- HPD:INC: Notifies the Assignee when the duplicate Incident
AssigneeDuplicate NTAssignee_ is Resolved by the original Incident.
Resolution 845_DupRes-SetTag
Resolution HPD-INC- HPD:INC: Notifies the Assignee Group when the duplicate
GroupAssigned NTAsgGrp_ Incident is Resolved by the original Incident.
DuplicateResolution 846_DupRes-SetTag
Resolution HPD-INC- HPD:INC: Notifies Incident Owner Group when the duplicate
GroupOwner NTOwnerGrp_ Incident is Resolved by the original Incident
DuplicateResolution 841_DupRes-SetTag
Resolution HPD-INC- HPD:INC: Notifies Incident Owner Group when the Incident
GroupOwner NTOwnerGrpRes_ has been resolved.
Resolution 830_SetTag
Resolution HPD-INC- HPD:INC:NTOwner_ Notifies Incident Owner when the duplicate Incident
OwnerDuplicate 840_DupRes-SetTag is Resolved by the original Incident.
Resolution
Resolution HPD-INC- HPD:INC: Notifies Incident Owner when the Incident has
OwnerResolution NTOwnerRes_ been resolved.
825_SetTag
SLA HPD-INC- HPD:INC: Notifies Incident assignee group when the Incident
Resolution GroupAssignment NTSLAAssignGrp_ has escalated for SLA resolution.
Escalation SLAResolution 881_SetTag
Escalation
SLA HPD-INC- HPD:INC: Notifies Incident assignee when the Incident has
Resolution AssigneeSLA NTSLAAssignee_ escalated for SLA resolution.
Escalation ResolutionEscalation 884_SetTag
SLA HPD-INC-SVTMgrGroup HPD:INC: Notifies Incident Manager when the Incident has
Resolution Assignment NTSVTMgrAssignGrp_ been escalated for service target resolution.
Escalation Resolution 888_SetTag
Escalation

SLA HPD-INC- HPD:INC: Notifies the Incident Manager of the Owner Group
Resolution SVTMgr NTSVTMgrOwnerGrp_ when the Incident begins SLA escalation.
Escalation OwnerGroup 890_SetTag
ResolutionEscalation
SLA HPD-INC- HPD:INC: Notifies the Incident Owner when the Incident is
Resolution SVTOwner NTSVTrOwner_ escalated for resolution according to the terms of
Escalation Resolution 883_SetTag the SLA.
Escalation
SLA HPD-INC- HPD:INC: Notifies the Incident Owner Group when the
Resolution SVTOwner NTSVTOwnerGrp_ Incident is escalated for resolution according to the
Escalation Group 882_SetTag terms of the SLA.
Resolution
Escalation
Unavailability AST-HPD-NotifyIncident INT:ASTHPD: Notifies the Incident Assignee or Assigned Group

Restored CIUARestored AAA:NotifyCIUARestored_ (if Assignee is blank) that the related CI
Incident_120_SubmitNTE Unavailability record has been restored (that is, the
outage has been resolved), when a CI
Unavailability record is set to Restored.
The Notification is sent only to Assignees of
Incidents that are related to the CI Unavailability
record.
Vendor HPD-INC-Vendor HPD:INC: Notifies Vendor Support Group.

Assignment AssignmentNT NTVendorAssignment_
861_SetTag
BMC Problem Management notification events
The following table describes BMC Problem Management notification events:
BMC Problem Management notification events
Unavailability AST-PBI- INT:ASTHPD:AAA: Notifies the Problem Investigation Assignee that the
Restored NotifyInvestigation NotifyCIUARestored_ related CI Unavailability has been restored.
AssigneeCIUA Incident_120_
Restored SubmitNTE
Unavailability AST-PBI- INT:ASTPBM: Notifies the Problem Investigation Problem Manager

Restored NotifyInvestigation AAA: that the related CI Unavailability has been restored.
ManagerCIUA NotifyCIUARestored_
Restored Investigaton_120_
SubmitNTEManager
Solution PBM-KDB- PBM:KDB: Notifies the Assigned Group that the Solution
Assignment AssigneeGroup AssigneeGrp_ assignment information has changed and there is no
Assignment 810_SetTag individual assignee.
Solution PBM-KDB- PBM:KDB: Notifies the Assignee that the Solution assignment
Assignment AssigneeIndiv AssigneeIndiv_ information has changed.

Problem PBM-PBI- PBM:PBI: Notifies the Assigned Group that the Problem
Assignment ProblemGroup AssgnGrp_ Investigation assignment information has changed and
Assignment 810_SetTag there is no individual assignee.
Problem PBM-PBI- PBM:PBI: Notifies the Assignee that the Problem Investigation
Assignment ProblemAssignee AssgnInd_ assignment information has changed.
Problem PBM-PBI- PBM:PBI: Notifies the Requester that the Problem Investigation
Cancelled ProblemInvestigation Cancelled_ has been cancelled by the Problem Manager.
RequesterCancellation 830_Requester-
SetTag
Problem PBM-PBI- PBM:PBI: Notifies the Problem Manager Group that the Problem
Completed ProblemInvestigation Completed_ Investigation has been completed and there is no
ManagerGroupCompletion 820_PBMMgrGrp- individual Problem Manager.
SetTag
Problem PBM-PBI- PBM:PBI: Notifies the Problem Manager that the Problem
Completed ProblemInvestigation Completed_ Investigation has been completed.
ManagerCompletion 820_PBMMgr-
SetTag
Problem PBM-PBI- PBM:PBI: Notifies the Requester that the Problem Investigation
Completed ProblemInvestigation Completed_ has been completed.
RequesterCompletion 830_Requester-
SetTag
Problem PBM-PBI- PBM:PBI: Notifies the Problem Manager that the Problem
Manager ProblemManager PBMMgr_ Manager assignment information has changed.
Assignment Assignment 800_SetTag
Problem PBM-PBI- PBM:PBI: Notifies the Problem Manager Group that the Problem
Manager ProblemManager PBMMgrGrp_ Manager assignment information has changed and
Assignment GroupAssignment 800_SetTag there is no individual assignee.
Change PBM-PAS- PBM:PAS: Notifies the Problem Assignee that a change request
Completed AssigneeAssociated NTICComplt_ related to the Problem Investigation has been
ChangeCompletion 803_Ass-PNPC completed.
Change PBM-PAS- PBM:PAS: Notifies Problem Manager that an related to the

Completed ManagerAssociated NTICComplt_ Problem Investigation has been completed.
ChangeCompletion 802_Mgr-PNPC
Known Error PBM-PKE- PBM:PKE: Notifies the Assigned Group that the Known Error
Assignment GroupAssignment AssgneeGrpChg_ assignment information has changed and there is no
803_SetTag individual assignee.
Known Error PBM-PKE- PBM:PKE: Notifies the Assignee that the Known Error assignment
Assignment AssigneeAssignment AssgneeIndChg_ information has changed.
802_SetTag
Known Error PBM-PKE- PBM:PKE: Notifies the Problem Manager that the Known Error
Manager ProblemManager PBMMgrChg_ Problem Manager assignment information has changed.
Assignment Assignment 800_SetTag
Known Error PBM-PKE- PBM:PKE: Notifies the Problem Manager that the Known Error
Manager ProblemManager PBMMgrGrpChg_ Problem Manager assignment information has changed
Assignment GroupAssignment 801_SetTag and there is no individual assignee.

BMC Change Management notification events
The following table describes BMC Change Management notification events:
BMC Change Management notification events
Requester CHG-CRQ- CHG:CRQ: Notifies the customer that the

Change Customer- NTCustCancel_858_SetTag change request is set to the
Cancellation CancellationNotification Cancelled status.
Requester CHG-CRQ- CHG:CRQ: Notifies the requester that the

Change RequesterNonSG- StatusCancelled_ change request is set to the
Cancellation CancellationNotification 858_RqsternonSupportGrp- Cancelled status.
SetTag
Requester CHG-CRQ- CHG:CRQ:StatusCancelled_ Notifies the Requester that the

Change Requester- 858_Rqster-SetTag change request is set to the
Cancellation CancellationNotification Cancelled status.
Requester CHG-CRQ- CHG:CRQ: Notifies the customer that the

Completion Customer- NTCustCompletion_855_SetTag change request is set to the
CompletionNotification Completed status.
Requester CHG-CRQ- CHG:CRQ: Notifies the customer that a

Change Customer- NTCustConfirm_803_SetTag change request has been
Receipt ReceiptConfirmation submitted.
Confirmation
Requester CHG-CRQ- CHG:CRQ: Notifies customer that the

Change Customer- NTCustScheduled_850_SetTag change request is set to the
Scheduled ScheduledNotification Scheduled status.
Requester CHG-CRQ- CHG:CRQ:StatusDraft Notifies Requester that the

Change Re- RequesterNonSG- NonSupportGrpSetTag_ change request has been
scheduled RFCRescheduled 110_Submit rescheduled.
Requester CHG-CRQ- CHG:CRQ: Notifies Requester that the

Change Re- Requester- StatusDraftSetTag_ change request has been
scheduled RFCRescheduled 100_Submit rescheduled.
Requester CHG-CRQ- CHG:CRQ:StatusDraft Notifies Requester that the

Rejection RequesterNonSG- NonSupportGrpSetTag_ change request has been
RFCReturnedtoDraft 130_Submit returned to the Draft status.
Requester CHG-CRQ- CHG:CRQ:StatusDraft- Notifies Requester that the

Rejection Requester- SetTag_120_Submit change request has been
RFCReturnedtoDraft returned to the Draft status.
Change CHG-CRQ- CHG:CRQ:ChgAssignee- Notifies change coordinator that

Coordinator Assignee-Group&Individual ReassignSetTag_330_Submit a change has been reassigned
Assignment Reassignment to him.
Implementer CHG-CRQ- CHG:CRQ:ChgImplementer Notifies change implementer that

Assignment Implementer- ReassignSetTag_340_Submit a change has been reassigned
Group&Individual to him.
Reassignment

Change CHG-CRQ- CHG:CRQ: Notifies change manager that a

Manager Manager- ChgMgrReassignSetTag_ change has been reassigned to
Assignment Group&Individual 350_Submit him.
Reassignment
Change CHG-CRQ- CHG:CRQ:StatusPIPAccepted Notifies change coordinator

Coordinator AssigneeGroup- CAGrpSetTag_200_Submit group that the change request is
Planning PIPAccepted set to the Planning In Progress
GroupAssignment status.
Change CHG-CRQ- CHG:CRQ: Notifies change coordinator

Coordinator Assignee-PIPAccepted StatusPIPAcceptedCASetTag_ group that the change request is
Latent Assignment 180_Submit set to the Planning In Progress
Completion status.
Change CHG-CRQ- CHG:CRQ: Notifies change coordinator that

Coordinator Assignee-Latent LatentCHGCloseCASetTag_ a change has been completed as
Latent CompletionNotification 360_Submit a latent change.
Completion
Change CHG-CRQ- CHG:CRQ: Notifies change manager that a

Manager Manager-Latent LatentCHGCloseCMSetTag_ change has been completed as a
Latent CompletionNotification 370_Submit latent change.
Completion
Change CHG-CRQ- CHG:CRQ: Notifies change manager group

Manager Re- ManagerGroup- ReSchRFCCABGrpSetTag_ of change manager assignment
scheduled RescheduledRFC 400_Submit for a rescheduled change
GroupAssignment request.
Change CHG-CRQ- CHG:CRQ: Notifies change manager of

Manager Re- Manager-Rescheduled ReSchRFCCABMgrSetTag_ change manager assignment for
scheduled RFCAssignment 380_Submit a rescheduled change request.
Change CHG-CRQ- CHG:CRQ:ReSchRFCChg Notifies change coordinator

Coordinator AssigneeGroup- AssgnGrpSetTag_410_Submit group of assignment for a
Re-scheduled RescheduledRFCGroup rescheduled change request.
Assignment
Change CHG-CRQ- CHG:CRQ:ReSchRFCChg Notifies change coordinator of

Coordinator Assignee-Rescheduled AssgnSetTag_390_Submit assignment for a rescheduled
Scheduled RFCAssignment change request.
Approval CHG-CRQ- CHG:CRQ: Notifies the assignee that the

Manager-Approval NotifyOnRejectApproval-CM change has been rejected during
Rejected an approval phase.
Approval CHG-APR-ApprovalNTForIndividual AP:Notify-000000000000041 Notifies the approver that the

change request requires an
approval.
Approval CHG-CRQ- CHG:CRQ:NotifyOnRejectApproval- Notifies the assignee group that

ManagerGroup- CMGrp the change has been rejected
ApprovalRejected during an approval phase.
Non-Approval CHG-NAN- APR:NAN: Notifies non-approver group that

Information InformationalNon NotifyGroup_820`! the change request has
ApprovalNTForGroup completed an approval process
phase.

Note: This special filter is used

with approvals for performing
notifications.
Non-Approval CHG-NAN- APR:NAN:NotifyIndividual_ Notifies non-approver (support

Information InformationalNon 810_NotifType`! individual) that the change
ApprovalNTFor request has completed an
Individual approval process phase.

notifications.
Non-Approval CHG-NAN- APR:NAN: Notifies non-approver (non-

Information InformationalNon NotifyIndividual_810`! support individual) that the
ApprovalNTFor change request has completed
Individual an approval process phase.

notifications.
Change CHG-CRQ- CHG:CRQ:StatusCompleted_ Notification to change

Coordinator Assignee-Group&Individual 855_CA+CAGrp-SetTag coordinator group that the
Completion CompletionNotification change request is set to the
Completed status.
Change CHG-CRQ- CHG:CRQ:StatusCompleted Notification to change

Coordinator Assignee- WReason_855_CA+ coordinator that the change
Completion Group&Individual CAGrp-SetTag request is set to the Completed
FinalReviewCompleted status and the change request
status reason is Final Review
Complete.
Change HG-CRQ- CHG:CRQ:StatusCompleted_ Notification to change manager

Manager Manager- 855_CM+CMGrp-SetTag that the change request is set to
Completion Group&Individual the Completed status.
CompletionNotification
Change CHG-CRQ- CHG:CRQ:StatusCompleted Notification to change manager

Manager Manager-Group& WReason_855_CM+ that the change request is set to
Completion IndividualFinal CMGrp-SetTag the Completed status and the
ReviewCompleted change request status reason is
Final Review Complete.
Requester CHG-CRQ- CHG:CRQ:StatusCompleted_ Notification to Requester that the

Completion RequesterNonSG- 855_RqsterNonSupportGrp-SetTag change request is set to the
ChangeCompletion Completed status.
Notification
Requester CHG-CRQ- CHG:CRQ:StatusCompleted_ Notification to Requester that the

Completion Requester- 855_Rqster-SetTag change request is set to the
ChangeCompletion Completed status.
Notification


Coordinator AssigneeGroup- StatusRFCCAGrpSetTag_ group that the change request is
Pre-planning RFCGroupAssignment 150_Submit set to the Request for Change
status.
Note: You can configure this

setting in the change
configuration rules.
Change CHG-CRQ- CHG:CRQ:StatusRFCCASetTag_ Notifies change coordinator that

Coordinator Assignee- 140_Submit the change request is set to the
Pre-planning RFCAssignment Request for Change status.

Change CHG-CRQ- CHG:CRQ:StatusRFC_ Notifies change manager group

Manager Pre- ManagerGroup- 815_CMGrp-SetTag that the change request is set to
planning RFCGroupAssignment the Request for Change status.

Change CHG-CRQ- CHG:CRQ:StatusRFCCM Notifies change manager that a

Manager Pre- Manager- SetTag_160_Submit change request is set to the
planning RFCAssignment Request for Change status.


Manager ManagerGroup- StatusPIPAcceptedCMGrp that the change request is set to
Planning PIPAccepted SetTag_220_Submit the Planning in Progress status.
GroupAssignment
Change CHG-CRQ- CHG:CRQ: Notifies change manager that the

Manager Manager-PIP StatusPIPAcceptedCM change request is set to the
Planning AcceptedAssignment SetTag_190_Submit Planning in Progress stage.


Coordinator AssigneeGroup- StatusPIPAssignedCAGrp group that the change request is
Planning PIPAssigned SetTag_230_Submit set to the Planning in Progress


Change CHG-CRQ- CHG:CRQ: Notifies change coordinator that

Coordinator Assignee- StatusPIPAssigned_ the change request is set to the
Assignment PIPAssignedAssignment 817_CA-SetTag Planning in Progress status.

Implementer CHG-CRQ- CHG:CRQ: Notifies change implementer

Assignment ImplementerGroup- StatusPIPAssignedCImpGrpSetTag_ group that the change request is
PIPAssigned 240_Submit set to the Planning in Progress

Manager ManagerGroup- StatusPIPAssignedCMGrp that the change request is set to
Assignment43 PIPAssigned SetTag_250_Submit the Planning in Progress status.
GroupAssignment
Change CHG-CRQ- CHG:CRQ:StatusPIPAssigned_ Notifies change manager that the

Manager Manager-PIPAssigned 817_CSetTag change request is set to the
Assignment Assignment Planning in Progress status.

Change CHG-CRQ-AssigneeGroup- CHG:CRQ: Notifies change coordinator

Coordinator SFRGroupNotification StatusSchedForRevCAGrp group that the change request is
Scheduled SetTag_260_Submit set to the Scheduled For Review
For Review status.
Change CHG-CRQ- CHG:CRQ:StatusSched Notifies change coordinator that

Coordinator Assignee- ForRevCA_818_SetTag the change request is set to the
Scheduled SFRNotification Scheduled For Review status.
For Review
Change CHG-CRQ- CHG:CRQ:StatusSched Notifies change manager group

Manager ManagerGroup- ForRevCMGrpSetTag_280_Submit that the change request is set to
Scheduled for SFRGroupNotification the Scheduled For Review
Review status.
Change CHG-CRQ- CHG:CRQ:StatusSched Notifies change manager that the

Manager Manager- ForRevCMSetTag_270_Submit change request is set to the
Scheduled for SFRNotification Scheduled For Review status.
Review
Implementer CHG-CRQ- CHG:CRQ:StatusPIPAssigned Notifies change implementer that

Planning Implementer- CImpSetTag_210_Submit the change request is set to
PIPAssigned Planning in Progress and status
Assignment reason is Assigned, or the
change request is set to
Planning in Progress and the
status reason is set to Assigned
from Accepted. This request
does not include a task.

Implementer CHG-CRQ- CHG:CRQ:StatusScheduled_ Notifies change implementer

Scheduled ImplementerGroup- 850_CImpGrp-SetTag group that the change request is
ScheduledGroup set to the Scheduled status.
Assignment
Implementer CHG-CRQ-Implementer- CHG:CRQ:StatusScheduled_ Notifies change implementer the

Scheduled ScheduledAssignment 850_CImp-SetTag change request is set to the
Scheduled status.
Change CHG-CRQ- CHG:CRQ:StatusScheduled Notifies change coordinator

Coordinator AssigneeGroup- NoImpct_850_CAGrp-SetTag group that the No Impact change
Scheduled ScheduledNoImpact request is set to the Scheduled
GroupNotification status.
Change CHG-CRQ- CHG:CRQ:StatusScheduled Notifies change coordinator that

Coordinator Assignee-Scheduled NoImpct_850_CA-SetTag the No Impact change request is
Scheduled NoImpact set to the Scheduled status.
Notification
Change CHG-CRQ- CHG:CRQ:StatusScheduled Notifies change manager group

Manager ManagerGroup- NoImpct_850_CMGrp-SetTag that the No Impact change
Scheduled ScheduledNoImpact request is set to the Scheduled
GroupNotification status.
Change CHG-CRQ- CHG:CRQ:StatusScheduled Notifies change manager group

Manager Manager-Scheduled NoImpct_850_CSetTag that the No Impact change
Scheduled NoImpact request is set to the Scheduled
Notification status.
Requester CHG-CRQ- CHG:CRQ:StatusScheduled_ Notifies non-support staff

Change RequesterNonSG- 850_RqsterNonSupportGrp-SetTag member that the change request
Scheduled Scheduled is set to the Scheduled status.
Notification
Requester CHG-CRQ- CHG:CRQ:StatusScheduled_ Notifies member of the support

Change Requester-Scheduled 850_Rqster-SetTag staff that the change request is
Scheduled Notification set to the Scheduled status.
Change CHG-CRQ- CHG:CRQ:StatusCompleted Notifies change coordinator that

Coordinator Assignee-Group&Individual WReasonWTsk_856_CA+CAGrp- the change request is set to the
Completion FinalReview SetTag Completed status with a status
Completed reason of Final Review
Complete. All tasks in the
request have been completed.
Cancellation CHG-CRQ- CHG:CRQ:StatusCancelled_ Notifies the Change Coordinator

Assignee-Cancellation 858_Assignee-SetTag that the change request is set to
Notification Cancelled status.
Cancellation CHG-CRQ- CHG:CRQ:StatusCancelled_ Notifies the Change Manager

Manager-Cancellation 850_Manager-SetTag that the change request is set to
Notification Cancelled status.
Cancellation CHG-CRQ-Assignee- CHG:CRQ:StatusCancelled_ Notifies the assignee that the

CancellationNotification 858_Assignee-SetTag change request has been
cancelled.

Cancellation CHG-CRQ-Manager- CHG:CRQ:StatusCancelled_ Notifies the Change Manager

CancellationNotification 850_Manager-SetTag that the change has been
cancelled.
SLA CHG-SLM- CHG:CRQ:NTMgrSLMEsc_ Notifies the Change Manager

Response CHGMGRNTFY 851_SetTag that the change is reaching the
Escalated next milestone.
Notification
Unavailability AST-CRQNotify INT:ASTCHG:AAA:Notify Notifies the user that the

Restored ChangeCIUARestored CIUARestored_ unavailable CI related to the
Change_120_SubmitNTE change is now available.
Change CHG-CRQ-ApprovalRejectionNT CHG:CRQ:NotifyOnRejectApproval- Notifies the Change Coordinator

Coordinator ForCHGAssignee CA when the Approver request for
Approval the Change Request is Rejected.
Rejection
Change CHG-CRQ-ApprovalRejectionNT CHG:CRQ:NotifyOnRejectApproval- Notifies the Change Coordinator

Coordinator ForCHGAssigneeGroup CAGrp group when the Approval for
Approval Change Request is Rejected.
Rejection
Change CHG-CRQ-ApprovalRejectionNT CHG:CRQ:NotifyOnRejectApproval- Notifies the Change Manager

Manager ForCHGManagerGroup CMGrp group when the Change Request
Approval approval is Rejected.
Rejection
Change CHG-CRQ-ApprovalRejectionNT CHG:CRQ:NotifyOnRejectApproval- Notifies the Change Manager

Manager ForCHGManagerIndividual CM when the Change Request
Approval approval is Rejected.
Rejection
Change CHG-CRQ-Assignee- CHG:CRQ:StatusClosed_855_CA Notifies the individual or the

Coordinator Group&IndividualClosureNotification +CAGrp-SetTag Change Coordinator group when
Completion the Change Request has been
Closed.
Change CHG-CRQ-Assignee- CHG:CRQ:StatusCompleted_855 Notifies the individual or the

Coordinator Group&IndividualCompletion _CA+CAGrp-SetTag Change Coordinator group when
Completion WithTaskNotification the Change Request has been
Completed
Change CHG-CRQ-Assignee- CHG:CRQ:StatusPending_855 Notifies the individual or the

Coordinator Group&IndividualPendingNotification _CA+CAGrp-SetTag Change Coordinator group when
Planning the Change Request is Pending.
Change CHG-CRQ-AssigneeGroup- CHG:CRQ: Notifies the Change Coordinator

Coordinator RFAGroupAssignment StatusRFACAGrpSetTag_ whenever a new Change
Assignment 150_Submit Request is assigned to it
Change CHG-CRQ-Assignee-IIP CHG:CRQ:StatusIIPCASetTag_ Notifies the Change Coordinator

Coordinator 140_Submit when the Change Request is
Scheduled processed for Implementation.
Change CHG-CRQ-Assignee- CHG:CRQ:StatusRFACASetTag_ Notifies the Change Coordinator

Coordinator RFAAssignment 140_Submit when he or she is assigned as
Assignment the Change Coordinator.

Change CHG-CRQ-Manager- CHG:CRQ:StatusClosed_855_ Notifies the Change Manager

Manager Group&IndividualClosure CM+CMGrp-SetTag when the change is closed.
Completion Notification
Change CHG-CRQ-Manager- CHG:CRQ:StatusPending_855_ Notifies the individual or the

Manager Group&IndividualPendingNotification CM+CMGrp-SetTag Change Manager group when
Planning the Change Request is Pending.
Change CHG-CRQ-ManagerGroup- CHG:CRQ:StatusRFA_815_ Notifies the Change Manager

Manager RFAGroupAssignment CMGrp-SetTag Group when they are assigned
Assignment as the Change Manager Group
for the Change Request.
Change CHG-CRQ-Manager-IIP CHG:CRQ:StatusIIPCMSetTag_ Notifies the Change Manager

Manager 160_Submit when the Change Request is
Scheduled processed for Implementation.
Change CHG-CRQ-Manager- CHG:CRQ:StatusRFACMSetTag_ Notifies the Change Manager

Manager RFAAssignment 160_Submit when he or she is assigned as
Assignment the Change Manager.
Change CHG-CRQ- CHG:CHA:NotifyICComplt_801_ Notifies the Change Manager of

Manager PredecessorStatusInformation PNPC a Change Request when the
Predecessor Predecessor Change Request of
Completion that Change Request is
completed.
SLA CHG-SLM-CHGMGRNTFY CHG:CRQ:NTMgrSLMEsc_851_ Notifies the Change Manager

Response SetTag when the Change Request is
Escalated reaching the milestone
Notification
Task CHG-TSK-Implementer- TMS:TAS:StatusCanceled Notifies the Task Assignee

Cancellation TaskCancellation CallNotifyGuide Group when the task is cancelled
by the Change Manager.
Release Management notification events
The following notification events are related to release management. Configure the rules in which
the support staff is notified in the Release Notification Rules form. For example, you can configure
that the release manager is notified when the Milestone of a release is set to Planning and the
Status is set to Planning Approval.
Release Management notification events
Release RMS-APR-ApprovalNTForIndividual Not Notifies support staff individual that a release has been
Assigned Applicable assigned to him or her.
Release RMS-RLM_Requester- Not Notifies requester that the release request has been
Updated ReleaseCompletionNotification Applicable completed by the support staff.
Activity module notification events

The following notification events are related to the activity module. Configure the rules in which the
support staff is notified in the Activity Notification Rules form.
Activity module notification events
Activity Assigned AAS_AAS_Assigned_Group Not Notifies support staff group that an activity has been
Applicable assigned to them.
Activity Assigned AAS_AAS_Assigned_Individual Not Notifies support staff individual that an activity has been
Applicable assigned to him or her.
Activity Status AAS_AAS_StatusChanged Not Notifies support staff that the status of an activity has been
Changed Applicable changed.
Task Management System notification events
The following table describes Task Management System (TMS) notification events. For more
information about TMS, see Task Management System.
Task Management System notification events
Task TMS_TAS_ TMS:TAS: Notifies assignee when the assignment engine

Assigned Assigned_Individual Assignment_StartPost modifies the task and the Assignee+ field is not empty.
AssignmentProcess No notifications are sent to the assignee group.
Task TMS_TAS_ TMS:TAS: Notifies assignee when you modify a task if you enter a
Assigned Assigned_Individual Assignment_StartManual different assignee from the Assignee+ field. The new
AssignmentProcess assignee cannot match the previous assignee. No
notifications are sent to the assignee group.
Task TMS_TAS_ TMS:TAS: Notifies assignee when creating a task if you enter an
Assigned Assigned_Individual Assignment_StartManualAssignment assignee in the Assignee+ field. No notifications are
Process_Submit sent to the assignee group.
Note: If a notification is created but does not have a

status of Assigned, and Notify Assignee is set to Yes,
a notification is not sent out.
Task TMS_TAS_ TMS:TAS: Notifies the Assigned Group when the Task status is
Assigned Assigned_Group Notification_AssignedToGroup_ changes to Pending and the Status Reason is set to
CallGUIDE Assignment.
Task TMS_TAS_ TMS:TAS: Notifies assignee when you modify a task and change
Status StatusChanged StatusChanged its status. If there is no assignee specified in the
Changed CallNotifyGuide Assignee+ field, the assignee group is notified.
BMC Asset Management notification events
The following table describes BMC Asset Management notification events:
BMC Asset Management notification events

Approval AST-APR- AST:ARD: Notifies the requester's manager that a purchase

ApprovalNTFor NewApprovalNotification- requisition requires approval.
Individual ParseApprovers-
NotifySupport`!
Asset AST-AVI- AST:Asset Schedule Notifies Asset Manager of next scheduled

Scheduled AssetScheduled View_NotifyofExpire04_ maintenance/audit date for an Asset.
Maintenance Maintenance Asset
Bulk AST-AIQ- ASI:AIQ: Notifies either Group Owner or Inventory Owner that
Inventory BulkInventoryReorder NotifyReorder_803 a bulk item needs to be reordered.
Reorder
CI Status AST-SHR- ASI:AEO: Notifies individual or group when a CI changes key

Change ConfigItemStatus NotifyPeople_850_`! attributes; status, Company, Product categorization,
Change Product Name and Model/Version.
Configuration AST-ANF- AST:ANF: Notification message is hard coded in this filter.

Item Approval ConfigurationItem StartApprovalProcess_600 Message tag in SYS:Notification Messages form is
Approval not used.
Configuration AST-AVI- AST:AVI: Notifies Asset Notification Contract of next

Scheduled ConfigurationScheduled NotifyofExpire_804_ scheduled maintenance date for a configuration.
Maintenance Maintenance Asset
Contract AST-CON- AST:CTB: Notifies the Contract Owner Group when the current
Expiration OwnerGroup- SendExpiredMsgGrp04`! date is later than the Contract Expiry Date.
ContractExpiry
Contract AST-CON-OwnerGroup- AST:CTB: Notifies the Contract Owner Group or Individual

Expiration ContractExpiryWarning NotifyofExpire04`! when the current date is within the specified number
Warning AST:CTB: of days of the Contract Expiry Date.
NotifyofExpireGroup04`!
Resolution AST-AOT- AST:AOT: Notifies the designated group or individual when an

Escalation AssigneeOLAResolution NTOLAAssignee_812_ Unavailability record is not Restored and the time
Escalation SetTag allotted for resolution by the corresponding OLA has
elapsed.
Resolution AST-AOT- AST:AOT: Notifies the assigned group when an Unavailability

Escalation GroupOLAResolution NTOLAAssignGrp_815_ record is escalated for OLA resolution.
Escalation SetTag
Resolution AST-AOT- AST:AOT: Notifies the assignee when an Unavailability record

Escalation AssigneeSLA NTSLAAssignee_816_ is escalated for SLA resolution.
ResolutionEscalation SetTag
Resolution AST-AOT- AST:AOT: Notifies the assignee group when an Unavailability

Escalation GroupSLA NTSLAAssignGrp_811_ record is escalated for SLA resolution.
ResolutionEscalation SetTag
Resolution AST-AOT- AST:AOT: Notifies the individual or assignee group availability

Escalation SVTAssignMgr NTSSVTMgrAssignGrp_ manager when an Unavailability record is escalated
GroupResolutionEscalation 816_SetTag for SLA resolution.
Unavailability AST-AOT- AST:AOT: Notifies the assignee of an open Unavailability

Assignment CIUAAssigneeAssignment- NTAssignee-NoXR_805 record when the assignment changes and is not
NoXREF cross-referenced to another request.

Unavailability AST-AOT- AST:AOT: Notifies the assignee of an open Unavailability

Assignment CIUAAssigneeAssignment- NTAssignee-XREF_800 record when the assignment changes and is cross-
XREF referenced to another request.
Unavailability AST-AOT- AST:AOT: Notifies the assigned group of an open

Assignment CIUAGroupAssignment- NTAsgGrp-NoXREF_815 Unavailability record when the assignment changes
NoXREF and is not cross-referenced to another request.
Unavailability AST-AOT- AST:AOT: Notifies the assigned group of an open

Assignment CIUAGroupAssignment- NTAsgGrp-XREF_810 Unavailability record when the assignment changes
XREF and is cross-referenced to another request.
Configuration AST-ANF- AST:ANF: Notifies approving manager that Configuration

Item Approval ConfigurationItem NotifyExpireIndiv805 Catalog Item requires approval.
Approval AST:ANF:
NotifyExpireGrp_804
Configuration AST-AVI- AST:AVI: Notifies Asset Manager of next scheduled

Scheduled ConfigurationScheduled NotifyofExpire_804_Config maintenance date for a configuration.
Maintenance Maintenance
Asset AST-AVI- AST:AVI: Notifies Asset Manager of next scheduled

Scheduled AssetScheduled NotifyofExpire_804_Asset maintenance/audit date for an Asset.
Maintenance Maintenance
License Management notification events
The following table describes License Management notification events:
License Management notification events
Certificate Breach AST-ALC- AST:ALC: Notifies support staff that the license certificate is
Warning CertificateLevel1 BreachLevel01Warning_ approaching Level 1 Breach.
BreachWarning 850_SetNotifTag
Certificate Breach AST-ALC- AST:ALC: Notifies support staff that the license certificate is
Warning CertificateLevel2 BreachLevel02Warning_ approaching Level 2 Breach.
BreachWarning 850_SetNotifTag
Certificate Historical AST-ALC- AST:ALC: Notifies support staff that the license certificate has
CertificateExpiration StatusExpired_ expired.
850_SetNotifTag
Certificate Historical AST-ALC- AST:ALC: Notifies support staff that the status of the license
Certificate StatusHistorical_ certificate has been set.
Historical 850_SetNotifTag
Certificate AST-ALC- AST:ALC: Notifies support staff that the license certificate will
Notification Warning Notification NotificationWarning_ expire at a set date.
Warning 850_CallNotifGuide
Certificate Out of AST-ALC- AST:ALC: Notifies support staff that the license certificate is out of
Compliance CertificateOutOf ComplianceStatus_ compliance.
Compliance 850_SetNotifTag

Certificate Owner AST-ALC- AST:ALC: Notifies support staff individual that the license
Assignment CertificateOwner OwnerSupportGroup certificate has been assigned to him or her.
Assignment Assignee_
850_SetNotifTag
Certificate Owner AST-ALC- AST:ALC: Notifies support staff group that the license certificate
Assignment CertificateOwner OwnerSupportGroup_ has been assigned to them.
GroupAssignment 850_SetNotifTag
Global notification events
The following table describes the Global notification event:
Global notification event
Reminder Notification FND-REM-ReminderNotification CFG:SMI:SendReminder_800 Reminder
BMC Knowledge Management notification events
BMC Knowledge Management users receive notifications depending on the event type according
to the information contained in the following table:
Notification event list
Notification event Description Message tag Recipients
Knowledge Assignment Article assignment changes RKM-KAM- Article Assignee

AssigneeAssignment
Knowledge Ownership Article ownership changes RKM-KAM- Article Owner

Assignment OwnerAssignment
Knowledge Cancel Request to cancel an article is sent RKM-KAM- Article Assignee, Watch List
Request CancelRequest subscriber
Knowledge Cancel Request to cancel an article is RKM-KAM- Article Assignee, Watch List
Rejection rejected CancelRejection subscriber
Knowledge Retire Request to retire a published article is RKM-KAM- Article Assignee, Watch List
Rejection rejected RetireRejection subscriber
Knowledge Publish Request to publish an article is RKM-KAM- Article Assignee, Watch List
Rejection rejected PublishRejection subscriber
Knowledge New Version New version of a published article is RKM-KAM-NewVersion Watch List subscriber
created
Knowledge Update Update request is received RKM-KAM- Article Assignee, Watch List
Request UpdateRequest subscriber
Knowledge Feedback Feedback is received RKM-KAM-Feedback Watch List subscriber
Knowledge New Article Article is created

Notification event Description Message tag Recipients
RKM-KAM- Article Assignee, Watch List

NewArticleCreated subscriber
Knowledge Review Article review is required RKM-KAM- Article Assignee

Required ReviewRequired
Knowledge Changed Article is edited RKM-KAM- Watch List subscriber

ArticleChanged
Knowledge Status change Article status is changed RKM-KAM- Article Assignee, Watch List
StatusChanged subscriber
Note
When you click New Version to create a new version of an existing knowledge article, the
Knowledge Changed event is triggered along with Knowledge New Version. As a result,
two separate notifications are generated.
BMC Service Request Management notification events
The following tables describe BMC Service Request Management and Work Order Management
notification events:
BMC Service Request Management notification events
Event Description Message tag Filter
Request Notifies requesters when they submit requests SRM-REQ-Submitted- SRM:REQ:

Submitted for themselves. If the request was submitted on ReqForBy NTRequesterSubmitted_
behalf of another user, notifies both the OnSubmit_SetTag
submitter (Requested By user) and the On
Behalf Of user (Requested For user). SRM:REQ:
NTRequestedForSubmitted_
OnSubmit_SetTag
Request Notifies the Approver when the request requires SRM-REQ- SRM:REQ:Notify_Approver
Response an approval. Approver_Notification
Escalation
Request Notifies Requested By and Requested For SRM-REQ- SRM:REQ:

Status users when the request is moved to the StatusUpdatedPending NTRequesterStatusUpdated_
Changed Pending status. Pending_SetTag
SRM:REQ:
NTRequesterForStatusUpdated_
Pending_SetTag
Request Notifies Requested By and Requested For SRM-REQ-StatusUpdated SRM:REQ:

Status users when the request is moved to the Initiated NTRequesterStatusUpdated_
Changed status. The message indicates that the request Planning_SetTag
status has been updated to Planning.

Request Notifies the Request Manager when: SRM-REQ- SRM:REQ:

Status Request_Reopen NTMgr_On_Reopen_SetTag
Changed 1. The service request is reopened from the
Request Entry Console, and
2. The Reopen Request option in the
service request definition (SRD) is
configured to Create New Work Order
when a service request is reopened.
(See Reopen Request.)
Notes:
If the Reopen Request option in the SRD

is configured to Reopen Fulfillment
Request, this notification is not triggered.
If the request is reopened from the
fulfillment record (for example, from the
incident, work order, or change request),
this notification is not triggered.

Status users when the request is Completed. StatusCompleted_ReqForBy NTRequesterStatusUpdated_
Completed Completed_SetTag
SRM:REQ:
Completed_SetTag
Request Notifies Requested For user when the request SRM-REQ- SRM:REQ:
Status is Rejected. The message indicates that the StatusRejected_ReqForBy NTRequesterStatusUpdated_
Rejected request is cancelled. Rejected_SetTag
SRM:REQ:
Rejected_SetTag

Status users when the request is Cancelled. StatusCancelled_ReqForBy NTRequesterStatusUpdated_
Cancelled Cancelled_SetTag
SRM:REQ:
Cancelled_SetTag3
Work Order Management notification events
Work Order Notifies the Requested By (Contact) and Requested WOI-WOI-Submitted- WOI:WOI:NTNotify
Submit For (Customer) users on submission of a work RequestedForBy RequestedByOnSubmit_2
order.
WOI:WOI:NTNotify
RequestedFor_1
Notifies the Work Order Manager (Request WOI-WOI-Assignment_

Manager) when the work order is Assigned. Notification

Work Order WOI:WOI:NTNotify

Manager AssigneeManager_
Assignment CALLGUIDE
Work Order Notifies the Assignee Manager group when the work WOI-WOI-Assignment_ WOI:WOI:NTNotify
Manager order is submitted and Assignment Engine Manager_ AssigneeManager
Assignment integration is not set to Yes in the work order rules. Group_ Notification Group_Submit_CALL
GUIDE
Work Order Notifies the Assignee Group when the work order is WOI-WOI-Assignment_ WOI:WOI:NTNotify
Assignee Submitted and the Assignment Engine is not set to Assignee_ AssigneeGroup_
Assignment Yes in the work order rules. Group_ Notification Submit_CALLGUIDE
Work Order Notifies the Assignee Group when the Request WOI-WOI- WOI:WOI:
Assignee Assignee support group is updated and not assigned Assignment_Assignee_Group_ NTNotifyAssigneeGroup_
Assignment to any individual Request Assignee. Notification Modify_CALL GUIDE
Work Order Notifies the Assignee Manager group when the WOI-WOI-Assignment_ WOI:WOI:NTNotify
Manager Request Manager Support group name is updated Manager_ AssigneeManager
Assignment and not assigned to any individual manager. Group_ Notification Group_Modify_CALL
GUIDE
Work Order Notifies the Assignee Manager group when the work WOI-WOI-Assignment_ WOI:WOI:NTNotify
Manager order status is updated to In Progress and the work Manager_ AssigneeManager Group
Assignment order is not assigned to any Request Manager. Group_ Notification
Work Order Notifies the Requested For (Customer) user when WOI-WOI-Status Approved WOI:WOI:NTNotify
Status In the work order moves to the In Progress state. RequestedForOn
Progress InProgress
Work Order Notifies the Requested For (Customer) user when WOI-WOI-Status Updated WOI:WOI:NTNotify
Status the work order moves to the Pending state. RequestedForOn
Pending Pending
Work Order Notifies Assignee Group when the Work Order WOI-WOI-Status Updated WOI:WOI:NTNotify
Status Status is moved to Rejected or Cancelled state and AssigneeGroup_
Pending the work order is not assigned to an individual onStatusChanged
Request Assignee. The Notification is sent only
when Request Assignee Support Group is different
from the Request Manager Support Group.
Work Order Notifies the Work Order Manager (Request WOI-WOI-StatusUpdated WOI:WOI:NTNotify
Status Manager) when the work order is rejected or AssigneeManager_
Pending cancelled. onStatusChanged
Work Order Notifies the Assignee Manager group when the WOI-WOI-Status Updated WOI:WOI:NTNotify
Status request is moved to the Rejected or Cancelled state AssigneeManager
Pending and not assigned to any individual manager. Group_onStatus
Changed
Work Order Notifies the Requested For (Customer) user when WOI-WOI-Status WOI:WOI:NTNotify
Status the work order moves to the Rejected state. Rejected_ReqForBy RequestedForOn
Rejected Rejected
Status the work order moves to the Cancelled state. Cancelled_ReqForBy RequestedForOn
Cancelled Cancelled

Status the work order moves to the Completed state. Completed_ReqForBy RequestedForOn
Completed Completed
Notes
When BMC Service Request Management is installed on top of BMC Remedy IT

Service Management, notifications to end users from fulfillment applications (such
as Incident Management, Change Management, and Work Order Management)
are disabled. You should keep these notifications disabled, so that users do not
receive multiple notifications during the fulfillment process. For example, end users
should only get notifications from service requests that they submit, not from work
orders generated on the back end. Notifications to the work order manager and
assignee are sent as usual.
For On Behalf Of requests, notifications are sent only to the Requested For name
specified in the service request, and not to users specified in fulfillment requests.
For example, a service request is submitted on behalf of Mary Manager, and a
work order is generated automatically. If the contact name in the work order is
changed to Bob Backline, Bob's name is not passed back to the service request.
Notifications are still sent to Mary, and not to Bob.
Configuring notifications
Paging notification forms define how a pager is contacted. This section provides the following
information:
Access point for the Notifications custom configuration (see page 531)
Customizing support staff notification preferences (see page 532)
Working with country codes (see page 537)
Working with numeric pager prefixes (see page 538)
Configuring pager service (see page 539)
Access point for the Notifications custom configuration

The custom configuration for notifications is accessed from the Foundation > Notification Engine
expandable command list on the Custom tab of the Application Administration Console.
Tip

Carefully read the instructions for notifications in the rest of this section before using the
configuration commands in the Foundation > Notification Engine expandable list and the
People > People command.
Access point for the Notifications custom configuration
Customizing support staff notification preferences

You can customize an individual's notification preferences. This section describes the following
tasks:
Changing notification availability and language (see page 533)

Setting notification preferences (see page 533)
Creating pager settings for support staff (see page 536)
Notification preferences vary by module, such as the BMC Asset Management and BMC Change
Management applications, and by event, such as asset scheduled maintenance. Default
notification preferences are predefined for each module and event. If the default settings meet your
needs, you do not need to customize the preferences.
Paging notification forms define how a pager is contacted.

Changing notification availability and language

You can enable notifications for an individual and set the language in which notifications are to be
delivered.
To change notification availability and language
Open.
4. Select the person, and then click the Notifications tab.
The system default notification preferences appear in the Notifications table.
5. Specify the following values:
Notification Availability — Select the appropriate value for the person.
Notification Language— Select the language for the notifications received by the
person. If this field is blank, English is used as the notification language.
Tip
The rest of the fields on this tab are used to configure pager preferences.
For more information, see Creating pager settings for support staff (see
page 536).
6. Click Save.
Related topic
Setting notification preferences

This topic describes how to set notification preferences, which are defined on the Notifications tab
of an individual's people record.
Note
Alert is the Default notification method specified for all notification events on the NTE:
CFG-Notification Events form. This default overrides the notification method specified on
the CTM:People form. An AR System Administrator can change this, however, by
specifying Email in the Remedy Notification Method field for each defined event on the
NTE:CFG-Notification Events form (see page 496).

To set notification preferences
3. Search for and select the person.
4. On the Notifications tab, click Update Notification Preferences. The Notification Preferences
form appears.
Notification Preferences form
5. Click Create. The fields in the Notification Preferences form are cleared. Notification
Preference entries are based on the information in the Module and Notification Event fields.
You can use the support fields to further customize when a notification will be sent.
6. Select the module for which to customize a notification, such as BMC Asset Management or
the Problem Management feature of BMC Service Desk.
7. Select the Notification Event for the customization. Notification events that are available vary
based on the module you select.
8.
8. (Optional) Further classify this event by selecting information in the support fields. For
example, you can specify that assignment notifications be received for specific groups that
the person is related to and not others.
9. Select a status.
10. Select Yes or Nofor the following required fields:
a. In the Pager Notification field, select Yes to receive pager notifications for the
specified event and module.
b. In the Use Business Hours and Use Business Holidays fields, select Yesto use
business hours and holidays for notifications.
Note
The Use Business Hours and Use Business Holidays fields should be used
only for pager notifications.
c. In the Individual Notifications field, select No if you do not want to receive individual
notifications about assignments for the selected event and module.
d. In the Group Notifications field, select No if you do not want to receive group
notifications about assignments for your group for the specified event and module.
11. Select the notification method for the selected event and module. Your choices are as
follows:
Notification method Description
None You do not want to receive any form of notification.
Alert You will receive a notification through BMC Remedy Alert.
Email You will receive an email notification.
(clear) Clears the selection in this field.
Tip
A notification event can be used with pager notifications. For example, you can
receive a pager notification and an email notification for a specified event and
module.
12. Click Add to add this custom notification to the Notification Preferences table.
Note

Custom notification preferences appear in the Notification Preferences table with

User as the Notification Type. System-defined notification preferences have
System Default as the Notification Type. System Default notification preferences
cannot be modified or removed from the list. Custom notification preferences take
precedence over the system defaults when the application determines how to send
notifications to a person.
13. To make modifications to a customized notification preference, select the preference and
then click Modify. To delete a notification preference, select the item to delete, and then click
Delete.
Note
Only fields on the right column of the Notification Event tab and for entries that
have a Notification Type (column) of User can be modified.
14. To add more notification preferences, repeat step 6 through step 12 until you have finished.
15. Click Close.
Tip
To enable the Delete button in the Notification Preferences form after you have created a
notification preference, click View next to Select a Mode.
Related topic
Creating pager settings for support staff

You can specify pager settings on the Notifications tab of the People form. Pager notifications are
used only as a backup notification method. Primary notification preferences are listed in the table
on the left of the Notifications tab.
To create pager settings
4. Select the person, and then click the Notifications tab.
5. Select a pager service provider.
6.
6. To enter the person's personal pager number, click in the Notification Pager field and press
Enter. The Phone details dialog box appears.
7. In the Phone details dialog box, enter the pager phone number, including the Personal
Identification Number (PIN), if there is one, and then click OK.
8. On the People form, enter the pager email if the service provider offers paging using email.
9. Optionally, select the notification availability and notification language.
10. Click Save.
Related topic
Working with country codes

The country code option maps area codes to system dialing codes so they can be used to forward
generated notifications to pagers. You can set the dialing feature to use the country code, or you
can define the dialing feature so that it does not use the country code for specified area codes.
To create country codes
2. From the Application Settings list, choose Foundation > Notification Engine > Country Code
Option, and then click Open. The Configure Country Code Option form appears.
3. Enter an area code.
4. Select whether this area code should be dialed using country codes.
5. Set the status to Enabled.
6. Click Save.
To modify or delete country code information
2. From the Application Settings list, choose Foundation > Notification Engine > Country Code
Option, and then click Open.
3. From the Country Code Option form, search for the country code that you want to modify or
delete.
4. Select the country code from the list.
5. If you want to modify the country code, modify it and click Save.
6. If you want to delete the country code, select it and perform the following actions:
a. Set the status to Delete.
b. Click Save.
c. In your browser, click Delete.
Related topic

Working with numeric pager prefixes

The numeric pager prefix indicates the form from which the notification automatically originated.
To create a numeric pager prefix
2. From the Application Settings list, choose Foundation > Notification Engine > Numeric
Pager Prefix, and then click Open. The Configure Numeric Pager Prefix form appears.
4. Select the form name.
5. In the Numeric Pager Prefix field, enter information to define the page.
6. Click Save.
Users who are set up to receive application notifications on a numeric pager receive the
prefix specified in the Numeric Page Prefix field if the notification is generated from the form
that you specified. This prefix is sent only if the notification is generated automatically from
the application. It is not used for manual pages from the form.
To modify or delete a numeric pager prefix
2. From the Application Settings list, choose Foundation > Notification Engine > Numeric
Pager Prefix, and then click Open.
3. From the Configure Numeric Pager Prefix form, search for the pager prefix you want to
modify or delete.
4. Select the pager prefix from the list.
5. If you want to modify the pager prefix, modify it and click Save.
6. If you want to delete the pager prefix, select it and perform the following actions:
b. Click Save.
Note
You need BMC Remedy AR System Admin permission to complete this

action.
Related topic

Configuring pager service

You must define notification methods because different pager services have different notification
methods. To complete this information accurately, see the documentation for the paging software
that your organization uses.
To configure a pager service (see page 539)

To modify or delete a pager service (see page 540)
To configure a pager service
2. From the Application Settings list, choose Foundation > Notification Engine > Pager Service,
and then click Open. The Pager Service Provider Configuration form appears.
Pager Service Provider Configuration form
3.
3. To add an entry for the list on the Pager Service Provider field on the Notificationstab of the
People form, do the following tasks:
a. Set the status to Enabled.
b. Enter the entry name in the Pager Service Provider Menu field.
c. Enter the pager service provider. The paging software that you use should have an
entry for each of the providers that are created within this form. See the
documentation provided by your paging software to determine how to set up the
pager provider parameters.
d. Select the pager parameter requirements.
e. Set the pager type.
f. The Run Process Command field is used to pass information to the paging software.
The Run Process Commandfield and flag fields are used to build a statement. An
example command is:
d:\telalert\telalrtc -host 192.168 . 1.20 -pin

_pagerPinNumber_ -m
This is the message" -c PageMartSNPPTextPager.
In this example, -host 192.168.1.20 specifies the host IP address of the paging
server. The information after each flag is passed by the notification engine to the
paging software.
g. Enter the paging flags and the pager email suffix. Each paging software application
requires different flags, such as Pin, Provider, and Message. Usually, Pin is -pin,
Provider is -c, and Messages are -m.
h. Copy the paging software client to your BMC Remedy AR System server so that the
run process command can be executed. A symbolically linked directory can also
handle this
To modify or delete a pager service
2. From the Application Settings list, choose Foundation > Notification Engine > Pager Service,
and then click Open.
3. From the Pager Service Provider Configuration form, search for the pager service you want
to modify or delete.
4. Select the pager service from the list.
5. If you want to modify the pager service, modify it and click Save.
6. If you want to delete the pager service, select it and perform the following actions:
b. Click Save.

Related topic
Configuring assignments
Assignment is based on organization, location, service, and product categorization. Assignments
are also associated with the application in which they are used.
An assignment can be broadly or narrowly defined, and can apply to all or only specific BMC
Remedy ITSM applications.
Configure BMC Remedy ITSM Suite assignments solely from the Application
Administration Console. Do not configure BMC Remedy ITSM Suite assignments from
either the BMC Remedy Assignment Engine Console or from "back-end" forms, because
this might cause the application to not assign requests as expected.
Creating assignments (see page 542)

Assignment events (see page 545)
Automatic assignment to individuals (see page 546)

Creating assignments
This topic describes how to create a group assignment and includes information about auto
assignments.
The following sections are provided:
To create a group assignment (see page 542)

Auto assignments (see page 544)
To create a group assignment
2. From the Application Settings list, choose Foundation> Configure Assignment> Configure
Application Assignment, and then click Open. The Configure Assignment form is displayed.
Configure Assignment form

3. To change the form to New mode, click New Request on the form in a browser.
4. In the Event field, select the type of assignment entry.
5. Select a status for the assignment. For an active assignment, the status should be Enabled.
6. Optionally, you can select a sort order.
The assignment is placed in order, based on the number selected. When two or more
assignment rules match the criteria, the one that has a greater sort order is given
preference. Generic assignments should have a lower sort order and specific assignments
should have a greater sort order.
7. In the Assignment area, select the support company, support organization, and assigned
group to use for assignment.
8. In the Routing Order area, as an advanced feature you can further specify when this
assignment entry should be used for the automated assignment. When a BMC Remedy
ITSM application uses the routing order, which is a feature of many of the main ticketing
forms, it uses information from the form to find an assignment entry and, in turn, the support
group for assignment.
The Contact Company and Company fields are required.
You can map the Assignment entry using the following data structures:

Organization
Location
Operational Categorization
Note
Operational Categorization is not used in the BMC Asset Management

application.
Product Categorization
9. In the Available Systems area, select the BMC Remedy ITSM applications and modules to
which to apply the assignment entry. For example, you can create an assignment entry that
applies only to the Incident Management feature of the BMC Service Desk application. This
enables you to select different support groups for assignment, even if the mapping
selections are the same.
Note
The settings specified in the Available Systems area are applicable only for the
events relevant to the systems (also referred as parent systems) listed in this area.
If you create an event relevant to a child system, it is considered for auto
assignment irrespective of the settings specified in the Available Systems area.
For example, task is a child of Change Management, Incident Management, and
Work Order Management. However, when you create a Task Assignee type of
event and do not select the Yes check box for Change Management, Incident
Management, and Work Order Management, tasks are still considered for auto
assignment.
10. Click Save.
Auto assignments
problem investigations or change requests, to the appropriate support group. To automatically
assign issues or requests to a group, use the Group Assignment form.
When a BMC Remedy ITSM application uses the routing order, it uses form information to find an
assignment record and to select the support group for assignment.

Using the BMC Remedy Assignment Engine application, which is packaged with BMC Remedy
ITSM, you can define criteria to automatically assign an issue to a specific individual from the
available people. For more information about the Assignment Engine, see Assigning requests with
the Assignment Engine.
To remove an individual from auto-assignment, set the Assignment Availability field on the People
record to No.
Related topics
Creating people records using template (see page 432)
Assignment events (see page 545)
Assignment events
The following table describes the assignment events:
Assignment events
Event Available systems Form Description

assignment
- General - BMC Change Management Infrastructure Used to assign a change request to the change
application Change implementer.
- General - Incident Management feature Incident Used to assign an incident for resolution.
of BMC Service Desk
User Service
Restoration
User Service Request
Infrastructure
Restoration
Infrastructure Event
- General - Problem Management feature Known Error Used to assign a known error assignee to maintain the
of BMC Service Desk accuracy of the known error information.
- General - Problem Management feature Problem Used to assign a problem assignee to investigate the
of BMC Service Desk Investigation problem.
- General - Problem Management feature Solution Used to assign a solution entry to the solution assignee
of BMC Service Desk Database for completeness and verification.
- General - Purchase Requisition Purchase Used to assign a purchase requisition.

Requisition
Incident Owner Incident Management feature Incident Used to assign an incident owner for an incident.
of BMC Service Desk
User Service
Restoration
User Service Request

Event Available systems Form Description

assignment
Infrastructure
Restoration
Infrastructure Event
Infrastructure BMC Change Management Infrastructure Used to assign a change coordinator for an infrastructure
Change application Change change.
Coordinator
Infrastructure BMC Change Management Infrastructure Used to assign a change manager for an infrastructure
Change Manager application Change change.
Problem - Problem Management feature Known Error Used to assign a problem coordinator to a known error.
Coordinator of BMC Service Desk
Problem - Problem Management feature Problem Used to assign a problem coordinator to a problem
Coordinator of BMC Service Desk Investigation investigation.
Solution Problem Management feature Solution Used to assign a solution database entry.
Assignment of BMC Service Desk
Task Assignee Task Management System Task Used to assign a task to the task implementer.
Unavailability BMC Asset Management Unavailability Used to define CI unavailability.

Assignment application Update
Activity Assignee Release Management module Activity Used to assign an activity assignee for an activity.
Release Release Management module Release Used to assign a release coordinator for a release
Coordinator request.
Knowledge SME BMC Knowledge Management Knowledge Used to assign an article assignee when the article
Review application Article status is set to SME Review.
Knowledge BMC Knowledge Management Knowledge Used to assign an article assignee when the article
Optional Review 1 application Article status is set to Optional Review 1.
Knowledge BMC Knowledge Management Knowledge Used to assign an article assignee when the article
Optional Review 2 application Article status is set to Optional Review 2.
Related topic
Automatic assignment to individuals

In addition to configuring group assignment, you can use the predefined assignment processes
provided with BMC Remedy ITSM that use the BMC Remedy Assignment Engine for automatic
assignment to individuals.
Advanced administrators can also define custom individual assignment information for the BMC
Remedy Assignment Engine.
For more information about configuring the BMC Remedy Assignment Engine, see Assigning
requests with the Assignment Engine.

Configuring templates
This section describes how administrators can simplify processes by creating templates. It
describes the procedures required to create change, release, activity, and incident templates.
Creating templates (see page 547)

Modifying and deleting templates (see page 551)
Configuring change templates (see page 551)
Configuring release templates (see page 562)
Configuring activity templates (see page 572)
Configuring Incident Management templates (see page 575)
Modifying Incident Management templates (see page 580)
Managing knowledge article templates (see page 580)
A template is a predefined process that provides default settings for your forms. As an
administrator you can create templates for your users so that they can more easily create change,
release, incident, and activity requests.
Recommendation
The values that the administrator configures in the template forms are used to add
information to the Change, Release, Activity, or Incident form. This allows end users to
use standard business processes and increase automation and value.
Users can select any templates that are available for your support group. Templates are
useful in an request that follows well-defined methods for specific and repeated
requirements. You can create as many templates as you want. Create templates only for
standardized processes that your users perform on a frequent basis.
Creating templates
As an administrator you can deploy templates that define default values for forms so users can
more easily create activity, change, incident, and release requests. You need to have appropriate
permissions before creating templates.
To create a template, access the Template form in the Custom Configuration tab of the Application
Administration Console. Enter its name, summary or description, status and company, and then
complete the configuration steps, which can be done at a later time. The template status should be
set to Enabled only after all of the configuration steps are completed.
This topic covers the process of creating templates. Configuration topics for each type of template
are provided below.
Reviewing permissions (see page 548)

Setting the template status (see page 548)

Creating an activity, change, or release template (see page 549)
Creating an incident template (see page 549)
Opening a saved template (see page 550)
Reviewing permissions
The account you use to create the different types of templates must have the appropriate
permissions. Before creating templates, review the table below and if necessary add permissions
to your account configuration.
Permission Template type
Change, for any support group

Change, for those support groups where you have

Infrastructure Change User permission, with Support Group Admin this role
functional role
Release templates for your support group

Release coordinator
Release Master
Release Config
Activity templates for your support group

Release coordinator
Activity Config
Incident
Incident Config
Back to top (see page 547)
Setting the template status

When you create a template, its Status field is set to Enabled by default. While a template is in
development, you can set its status to Proposed or Offline. When it is ready to deploy, set the
status Enabled. Template status is always set by the person modifying the template and not by any
system activity. The table below lists all of the available statuses:
Status Description
Enabled The template is enabled and ready for use.

(default)
Proposed The template is work-in-progress and has been proposed for a particular type of request.
Offline Template is active but it is not available for use in the application.The template can be enabled at any point to
make it available.
Obsolete The selected template is obsolete and is no longer required. This status is informational only - no action is taken
when the status is set to Obsolete.

Status Description
Archive The template is no longer in use and has been archived.
Delete A template with the Delete status remains in the system but it cannot be used in the application.
Creating an activity, change, or release template

This procedure applies to creating an activity, change, or release template. Procedures for
Creating an incident template (see page 549) are provided below.
1. Log in with a user account that has appropriate permissions for the type of template you are
going to create as shown in Reviewing Permissions (see page 548).
2. Open the Application Administration Console. Select Applications > Administrator Console >
3. From the Application Administration Console, open the Custom Configuration tab.
4. From the Application Settings list, specify the template type that you want to create: Activity
System, Change Management, or Release Management. For example, to create a Change
template, select Change Management > Template > Template and click Open.
5. Set the Status field. For work-in-progress templates, set the status to Proposed or Offlilne.
The default setting is Enabled.
6. Set the Company field by selecting a company from the pull-down menu.
7. Enter the name of the template in the Template Name field and provide a description of the
template in the Summary field.
8. At this point you can configure your template or save it and work on it later. Refer to the
appropriate configuration topic for detailed instructions:
Template Configuration steps
Activity Configuring activity templates (see page 572)
Change Configuring change templates (see page 551)
Release Configuring release templates (see page 562)
9. Click Save to save your changes.
Creating an incident template

Follow this procedure to create an incident template.
1. In the Application Administration Console, select the Custom Configuration tab and expand
the Incident Management branch.
2. Select Template > Template.
3. Click Create.
4. In the Template Name field on the Incident Template form, type a brief descriptive name for
the template.
5.
5. Set the Status field.

6. Select or create the appropriate template categorizations for Tier 1, Tier 2, and Tier 3.
To create a template categorization, type the category name in the Template Category field.
When you save the template, the category name is also saved and added to the field's
selection list, where it is available to select when you create the next template.
Example
To organize templates related to network incidents, you create a Tier 1 category called
Network, a Tier 2 category called Outage, and a Tier 3 category called Router. You
then create a template called Router Down. This template appears in the Incident
Template Selection dialog box under Network > Outage > Router.
Next, under the Tier 1 level (Network), you create a second Tier 2 category called
Connectivity. Because you do not need a third tier to organize connectivity issues, you
leave the Tier 3 category blank and create a template called PC Can't Connect to the
Network. This template appears in the Incident Template Selection dialog box under
Network > Connectivity.
7. Enter or modify the appropriate settings on the template tabs, as described in the
Configuring Incident Management templates (see page 575) section.
8. Click Save.
Opening a saved template

You can open a saved template with a new search.
1. In the Application Administration Console, select the Custom Configuration tab and expand
the branch for the type of template - Activity System, Change Management, Incident
Management, or Release Management.
2. Select Template > Template and click Open.
3. When the template window opens, select New Search.
4. Specify your search criteria. For example:
To open a specific template, enter all or part of its name in the Name field.
To find all templates that match a status, use the pull-down Status field to select the
status.
To find all templates for a company, select it from the Company field.
5. Click Search. One or more templates that match your search criteria appear in the search
results.
6. Open the template by double-clicking in the search results.

Related topics

Modifying and deleting templates (see page 551)
Modifying and deleting templates

You can only modify and delete templates when you belong to the authoring group.
To modify a change, release, or activity template, follow the modifying information procedure
described in Performing common Foundation tasks (see page 780).
To modify an incident template, follow the procedure described in Configuring Incident

Management templates (see page 575).
To delete a change, release, or activity template, search for the template you want to delete, and in
the list of templates, select the template you want to delete. Change its Status field value to Delete
and click Save. Setting the template status to Delete makes it unavailable to the application. To
permanently delete a template, you need to delete its record.
Configuring change templates

You can simplify the process of creating change requests by configuring change templates for
change managers and change coordinators.
Note
If you use BMC Service Request Management, you can create change templates to use
with your application object templates. For more information, see Creating application
templates and application object templates.
Configuring classification settings for change templates (see page 552)

Configuring categorization settings for change templates (see page 554)
Configuring assignment settings for change templates (see page 555)
Configuring relationships settings for change templates (see page 556)
Configuring financials settings (see page 557)
Configuring authoring for groups settings for change templates (see page 557)
Updating the support groups for change templates (see page 559)
Configuring task templates settings for change requests (see page 560)
Configuring change template selection rules (see page 562)
See also: Associating custom process flows to a change template

Configuring classification settings for change templates

You can specify values in a change template's Classification tab to add information to the
corresponding Classification tab in the Change form.
The Classification tab is used to describe the change and show which products or services are
affected by the change. The Change Type, Class, Impact, and Urgency values are required before
a change can be submitted.
Note
The Change Type field is not available in the Best Practice view. When a change is
created in the Best Practice view using a change template, internally the change type is
set to Change.
Change Template form
To configure classification settings
1.
2. From the Application Settings list, choose Change Management > Template > Template,
The Change Template form appears.
3. In the Template Name field, enter a name for the template.
4. In the Status field, select an appropriate status level for this template.
5. In the Template Category Tier 1, select a tier 1 category for the template.
6. Click the Classification tab.
7. In the Change Type field, select an area for the change request (for example, Release).
8. In the Class field, select the timing impact of the change request.
Class specifies the relative urgency of the change, so that the approvers can assess its
magnitude:
Emergency resolves an incident or problem deemed critical to the business continuity
where a work-around is not sufficient.
Expedited indicates enterprise-wide impact with an associated risk.
Latent indicates a change that has already been performed (for example, if a task
implementer is assigned to replace the hard drive on a PC and then decides to
upgrade the memory while the box is open) and requires approval after the fact.
Latent timing automatically sets the request status to Completed after you save the
change request.
Normal indicates changes that must follow the complete change management
process. The default value is Normal.
No Impact indicates a change that has no impact on the infrastructure and requires
no approval.
9. In the Impact field, select an impact level for the change request (for example, 1-Extensive
/Widespread).
10. In the Urgency field, select a level of urgency for the change request (for example, 1-Critical
).
11. In the Priority field, select a priority according to the urgency of the change request (for
example, Medium).
12. In the Risk Level field, select a value.
Risk Level 5 is the highest risk and Risk Level 1 is the lowest.
13. In the Lead Time field, enter the number of hours to add to the submit time for the change
request.
The lead time is used to calculate the earliest start date and time for the change request.
Note
The Lead Time field is not available in the Best Practice view. When a change is
created in the Best Practice view using a change template, the Lead Time is set to
0 and calculations are based on this change.
14.
14. In the Summary field, enter a brief description of the change request.
This information will be entered into the Summary field on the Change form.
15. In the Servicefield, select a business service CI.
Note
After you select a business service CI, the product categorization from the
business service CI is copied over to the Product Categorization Selection fields of
the change template (under the Categorization tab). You can overwrite this data. In
addition, after you save the change template, an association is created between
the business service CI and the change template. You can change or delete the
business service CI, and you can manually remove the association from the
Relationships table.
16. In the Change Environment field, select what setting your change request takes place in (for
example, Production).
17. In the Change Reason field, select the reason why the change is happening (for example,
Upgrade).
18. In the Notes field, enter a detailed description of the change request.
19. In the Company field, select the name of the company for this change request.
20. In the Region field, select the area of the company.
21. In the Site field, select the city of the company.
22. In the Site field, select the location of the company for this change request.
23. Click Save.
Configuring categorization settings for change templates

The values you configure in a change template's Categorization tab are used to add information to
the operational and product categorization sections of the Classification tab in the Infrastructure
Change Request form.
Operational categorization is based on a three-tier hierarchy defined in the Operational

Catalog Setup form. The Operational Categorization Selection settings add information to
the operational categorization fields in the Classification tab of the Change Request form.
Product categorization is based on a five-tier hierarchy defined in your Product Catalog
Setup form. The Product Categorization Selection settings add information to the product
categorization fields in the Classification tab of the Change Request form.
See Access point for the Product and Operational Catalog custom configuration (see page
471) and What is operational catalog information? (see page 482).
To configure categorization settings
2.
2. From the Application Settings list, choose Change Management > Template, then click Open
. The Change Template form appears.
3. Click the Categorization tab.
4. Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier 3. Here you
configure the three-tier hierarchy defined in your operational catalog.
5. Select the appropriate product categorizations for Tier 1, Tier 2, Tier 3, Product Name, and
Model/Version. Here you configure the five-tier hierarchy defined in your product catalog. If
you do not see the appropriate product, continue to make selections in product
categorization until you see the appropriate product.
6. Click Save.
Configuring assignment settings for change templates

The values you configure in the Assignment tab for a change template are used to add information
to the following information in the Assignment tab of the Infrastructure Change Request form.
The Infrastructure Change Coordinator settings are used to fill in the infrastructure change
assignee fields in the Current Assignment tab of the Infrastructure Change Request form. Here you
configure the support company, organization, group and coordinator that the change request will
be assigned to.
The Infrastructure Change Implementer settings are used to fill in the infrastructure change
implementer fields in the Implementer Assignment tab of the Infrastructure Change Request form.
Here you configure the support company, organization, group, and implementer that the change
request will be implemented by.
Note
The Change Implementer field is not displayed in the Best Practice view.
The Infrastructure Change Manager settings are used to fill in the infrastructure change manager
fields in the Assignment tab of the Infrastructure Change Request form. Here you configure the
support company, organization, group, and manager that the change request will be managed by.
To configure assignment settings
then click Open. The Change Template form appears.
3. Click the Assignment tab.
a. Specify Infrastructure Change Coordinator settings as follows:
i. In the Support Company field, select the company that the change request is
assigned to.
ii. In the Support Organization field, select an organization.
iii.
a.
iii. In the Support Group Name field, select a group.

iv. In the Change Coordinator field, select a Change Coordinator to assign the
change to.
4. Specify Infrastructure Change Implementer settings as follows:
a. In the Support Company field, select the company that the change request is
implemented by.
b. In the Support Organization field, select an organization.
c. In the Support Group Name field, select a group.
d. In the Change Implementer field, select a Change Coordinator to assign the change
to.
Note
The Change Implementer fields are not displayed in the Best Practice View.
Change Implementer fields are applicable only for change requests that do
not include any tasks. Change Implementer values will be cleared if a task
is added to the change request.
5. Specify Infrastructure Change Manager settings as follows:

a. In the Support Company field, select the company that the change request is
implemented by.
d. In the Change Manager field, select a Change Manager for the change request.
6. Click Save.
Configuring relationships settings for change templates

The values you configure in a change template's Relationships tab are used to provide information
for the Relationships tab in the Infrastructure Change Request form.
Note
To specify a relationship type, you first must save the change template. When you finish
defining the change template, open the Change Template form in search mode and
locate your change template. You then can configure the relationships settings.
To configure relationships settings
3.
3. Perform a search for the change template for which to create a relationship.
4. Click the Relationships tab.
5. In the Request Type field, select Configuration Item.
6. Click Search. The CI Relationships Search window appears.
7. Enter information in the search criteria tabs, then click Search. The matching results are
displayed in the CIs table.
8. Select the appropriate CI.
9. In the Relationship Type field, select the type of relationship to associate with the change
template (for example, Related to).
10. Click Relate. When you finish creating the configuration item, a message confirms that the
new configuration item you created has been related to the change template.
11. Repeat steps 8 through 10 for all the CIs to relate to the change template.
12. Close the CI Relationship Search form.
13. Click Save.
Configuring financials settings

The values you configure in a change template's Financials tab are used to provide information for
the Financials tab in the Infrastructure Change Request form.
To configure financials settings
then click Open.
The Change Template form appears.
3. In the Change Template form, click the Financials tab.
4. In the Estimated Total Time field, enter the estimated time in hours to complete the change
request.
5. In the Budget Calculation Unit Type field, specify how to measure the cost.
6. Click Save.
Configuring authoring for groups settings for change templates

The template authoring group specifies the group that can modify this template. If you have the
Support Group Admin functional role or the Change Config or Change Master permission, you can
assign the template authoring group to any group.
Notes
A user with Change Config or Change Master permission can create a template for
any authoring group. The user can modify the template only if he or she is a
member of the authoring group.

To update support groups, you first must save the change template. When you
finish defining the change template, open the Change Template form in search
mode and locate your change template. You then can configure the relationships
settings.
Starting with Service Pack 2 for version 8.1.00, you can create a template that does not need to be
associated up to the Support Group level. You can define the template by:
Selecting Global in the Company field

Selecting only the Company or Company and Organization, and not selecting a Support
Group
Based on the level of access you provide to the template, all the lower levels are given access to
the template. For example, if you provide only Company level access, all Support Group
Organizations and Support Groups defined for that company get access to the template. Any new
organization or support group added to the selected Company or organization will automatically get
access to the template.
To configure groups that can use the template
2. From the Application Settings list, choose ApplicationName> Template> Template, then
click Open.
3. On the application Template Selection form, click the Authoring Group tab.
4. Click Update.
The first time you add an authoring group, select the authoring company,
organization, and group on the Authoring Group tab and click Save.
5. On the Template Support Group Association dialog box, add or delete any support groups
that you have permissions for. If you remove the group's association with the template, it no
longer has privileges to use that template.
a. Select the company, support organization, and support group, and then click Add, to
add groups that can use this template, .
b. Select it in the list of support groups, then click Delete to delete a support group.
c. After adding or modifying the required support groups, click Close and then click Save
.
The information is updated in the Groups that use this template table.
6. Add or delete any support groups that you have permissions for. If you remove the group's
association with the template, it no longer has privileges to use that template.
7. Close the dialog box.

When using Service Pack 2 or later, if you selected multiple criteria for the same access level, like
multiple company names, or multiple organizations for the same company when creating a
template, multiple records will be listed on the template selection dialog box for each value defined.
For example, if you created a template for two Support Group Organizations of the same company,
two records will be listed on the template selection dialog, one entry for the each Support Group
organization selected for the company.
Modifying template access levels
You can modify the access level of an existing template to a level higher than the existing access
level. You will be prompted to confirm the change in access level. Changing the access level of the
template will mark any existing access defined for lower access level as inactive and create a
single access record for it.
You must make the higher level access inactive to specify lower level access. For example, you
must remove Company and Support Organization level access to add Support Group level access.
In case of Globalcompany access, you must delete of make the access inactive to add lower level
access.
Example
A template is created for: Company - Calbro Services, Support Organization - IT Support,

and Support Group - Service Desk.
You modify the access level of this template to the support organization level by removing
the Support Group value. A message asking you to confirm the change is displayed. Click
Yes to modify the access level.
Access defined for any support groups under Company - Calbro Services, and Support
Organization - IT Support is made inactive and a single access record is created
providing access to all support groups in the selected support organization.
Related topic
Updating the support groups for change templates (see page 559)
Updating the support groups for change templates

You can give other support groups the permission to use this change template. These groups
cannot modify or delete the template.
Note

To update support groups, you first must save the change template. When you finish
defining the change template, open the Change Template form in search mode and
locate your change template. You then can configure the relationships settings.
To update the support groups
3. In the Authoring For Groups tab, click Update. The Add Support Group dialog box appears.
4. Add or delete any support groups that you have permissions for.
5. Close the dialog box. The information is updated in the Groups that use this template table.
Configuring task templates settings for change requests

The Task Templates tab specifies which tasks and task groups you can include with this template.
This functionality is especially useful for standard changes, as you can include (for example, typical
tasks used with change and configuration management). For information about working with tasks
and change requests, see Working with tasks.
To configure task templates settings
3. Click the Task Templates tab.
Change Template form — Task Templates tab
The tab shows tasks and task groups related to the template, along with any child tasks of
the selected task group. From the tab, you can:
Select a task, and then click View to display tasks already added to the template.

Select a task, and then click Remove to remove tasks from the template.
Select child tasks, and then click View to display these tasks.
4. Select a request type (for example, Task Template).
5. To add a task or task group to your template, click Relate.
The Select Template dialog box appears.
6. Use the Type and Category fields to filter the list of tasks displayed.
7. Select a task or task group, and then click Relate. The task or task group is added to the
template. If needed, you can click View to display the template. If task phase management
and task validation is enabled, the Phase field is displayed.
8. From the Phasefield, choose a phase.
Note
If Task Phase Management is enabled when you create the change template, it is
applicable for the change template even if it is disabled at a later stage. For more
information about enabling phase management and task validation, see
Configuring change rules.
The Phase menu shows the active phases available for the specified company (which are
defined in the Phase Management Configuration form). Use the Phase field to associate a
phase with a change template for a task or task group.
Configuring a phase in a change template
9. Repeat steps 5 through 8 for all phases and all tasks to include in the template. If phases
were enabled, after you select a phase and relate your tasks, the Related Templates table
shows only tasks included with that phase.
11. Click Save.

Configuring change template selection rules

This section explains template selection rules and procedures to configure these rules during
creation of change records.
Change template selection rules define the criteria to search a relevant template. With template
selection rules defined, a correct template with best match against input criteria is applied to a
change record.
The following table provides links to relevant topics:
Goal Instruction
Get an overview of the change template selection rules Overview of change templates and template
Understand benefits of applying change template selection rules selection rules
Understand sort order for a rule
Understand how change template is applied to a change record in Scenarios for applying change templates
different scenarios
Understand the relationship between template selection rules and
templates
Managing change template selection rules

Review detailed step-by-step procedures to configure and use change
template selection rules
Configuring release templates

You can simplify the process of creating release requests by creating release templates for release
coordinators. You must have Release Master, Release Config or be a Release User with Support
Group Admin permissions to create a release template. You can create templates for any company
you have access to.
A Release Master or Release Config can:
Select any Support Group of the selected company as the Authoring Group, even if they do
not belong to that group.
Modify templates created for a company they have access to.
A Release User can:
Only select Support Groups of the selected company, for which the Release User is a
Support Group Admin, as the Authoring Group.
Modify templates created for the support groups, for which the Release User is a Support
Group Admin.

Configuring classification settings for release templates (see page 563)

Configuring categorization settings for release templates (see page 565)
Configuring manifest settings (see page 566)
Configuring assignment settings for release templates (see page 567)
Configuring relationships settings for release templates (see page 567)
Configuring authoring for groups settings for release templates (see page 568)
Updating the support groups for release templates (see page 570)
Configuring classification settings for release templates

You can specify values in a release template's Classification tab to add information to the
corresponding Classification tab in the Release form.
The Classification tab is used to describe the release and show which products or services are
affected by the release. The Impact, Urgency, and Risk Level values are required before a release
can be submitted.
2. From the Application Settings list, choose Release Management > Template > Template,
then click Open.
The Release Template form appears.
Release Template form — Classification tab

6. In the Impact field, select an impact level for the release request (for example, 1-Extensive
/Widespread).
7. In the Urgency field, select a level of urgency for the release request (for example, 1-Critical
).
8. In the Priority field, select a priority according to the urgency of the release request (for
example, Medium).
9. In the Risk Level field, select a value. Risk Level 5 is the highest risk and Risk Level 1 is the
lowest.
10. In the Summary field, enter a brief description of the release request. This information will be
entered into the Summary field on the Release form.
11. In the Notes field, enter a detailed description of the release request.
12. In the Release Type field, select an area for the release request (for example, Delta).
13. In the Service field, select a business service CI.
After you select a business service CI, the product categorization from the business service
CI is copied over to the Product Categorization Selection fields of the release template
(under the Categorization tab). You can overwrite this data. In addition, after you save the
release template, an association is created between the business service CI and the release
template. You can change or delete the business service CI, and you can manually remove
the association from the Relationships table.
14. In the Deployment type field, select the deployment type for the release request:
Phased — Stage the deployment of the release to a part of the user base. The
operation is repeated for subsequent parts of the user base through a scheduled
rollout plan. For example, the release coordinator identifies a set of changes that

14.
must be done at the same time: all changes for Building 1 at Phase 1, all changes for
Building 2 at Phase 2, and so on.
You typically use phased deployments when new services are introduced into a store
environment in manageable phases (such as retail organizations).
Non-Phased — All changes or activities are deployed at the same time in one
operation with no restrictions (for example, a company-wide rollout of new servers).
You typically use non-phased deployments when introducing an application change,
and consistency of service across the organization is important.
Note
IT Infrastructure Library (ITIL) Service Transition Version 3 describes non-

phased deployment as the Big Bang method.
15. In the Company field, select the name of the company for this release request.
17. In the Site Group field, select the city of the company.
18. In the Site field, select the location of the company for this release request.
19. Click Save.
Configuring categorization settings for release templates

The values you configure in a release template's Categorization tab are used to add information to
the operational and product categorization sections of the Classification tab in the Release form.

Catalog Setup form. The Operational Categorization Selection settings add information to
the operational categorization fields in the Classification tab of the Release form.
Product categorization is based on a five-tier hierarchy defined in your Product Catalog
Setup form. The Product Categorization Selection settings add information to the product
categorization fields in the Classification tab of the Release form.
To configure categorization/process settings
then click Open. The Release Template form appears.
3. Click the Categorization tab.
4. Select a Business Justification to indicate the business reason for implementing the release
request (for example, Corporate Strategic). Business justification information is important
when the request goes through the approval process. You use this information to make sure
funding is available to implement the release.
5. Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier 3. Here you
configure the three-tier hierarchy defined in your operational catalog.
6.
Model/Version. Here you configure the five-tier hierarchy defined in your product catalog. If
you do not see the appropriate product, continue to make selections in product
categorization until you see the appropriate product.
7. Click Save.
Configuring manifest settings

You can simplify the process of creating releases by configuring release templates that inherit
change and activity templates as part of the release manifest.
When a release template is applied to a release form, for each associated activity template or
change template, a new activity request or change request is created in the manifest of the release
form on the basis of the selected template.
Note
Only members of the Authoring Group defined on this template can modify this entry.
To configure manifest settings
2. From the Application Settings list, choose Release Management > Template> Template,
then click Open.
3. Click the Manifest tab.
4. Add a change or activity template to the release template manifest:
a. From the Request Type list at the bottom of the Manifest tab, select Infrastructure
Change Template or Activity Template.
b. Click Search.
c. From the list displayed, click Select to add the template for your support group to the
manifest. Each activity or change template will be allocated an order in the sequence
they are added.
5. Associate a milestone to the activity template.
a. Select the activity template from the table.
b. Select the milestone from the list to associate the activity template to that milestone.
When you use the Release Template and create an activity for a milestone, the
associated activity templates will be available.
c. After you have completed the task of assigning required milestones to the activity
templates you have added, set their order depending on the milestone they have
been associated to.
To modify the order of a activity template, select the template and use the up and

down arrow keys to increase or decrease the value of the order. For example, if you
have added three activity templates (AT1, AT2 and AT3) which are associated with
the Initiate, Planning and Implementation milestones (in that order), the order for AT1,
AT2, and AT3 would be set to 1, 2, and 3. You can change this order as required.
Note
The Release template must be saved before you can add change or activity
templates to it.
6. Click Save.
Configuring assignment settings for release templates

The values that you configure in a release template's Assignment tab are used to add information
to the Release Coordinator fields in the Assignment tab of the Release form. Here you configure
the support company, organization, group, and release coordinator to which the release request
will be assigned.
then click Open.
3. Click the Assignment tab.
4. Specify Release Coordinator settings as follows:
a. In the Support Company field, select the company to which the release request is
assigned.
d. In the Release Coordinator field, select a coordinator.
5. Click Save.
Configuring relationships settings for release templates

The values you configure in a release template's Relationships tab are used to provide information
for the Relationships tab in the Release form.
Note
To specify a relationship type, you first must save the release template. When you finish
defining the release template, open the Release Template form in search mode and
locate your release template. You then can configure the relationships settings.

To configure relationships settings
then click Open. The Release Template form appears.
3. Perform a search for the release template for which to create a relationship.
4. Click the Relationships tab.
5. In the Request Type field, select Configuration Item.
6. Click Search. The CI Relationships Search window appears.
7. Enter information in the search criteria tabs, then click Search. The matching results are
displayed in the CIs table.
9. In the Relationship Type field, select the type of relationship to associate with the release
template (for example, Related to).
10. Click Relate. When you finish creating the configuration item, a message confirms that the
new configuration item you created has been related to the release template.
11. Repeat steps 8 through 10 for all the CIs to relate to the release template.
13. Click Save.
Configuring authoring for groups settings for release templates

Support Group Admin functional role or the Release Config or Release Master permission, you can
Notes
To modify the template, a person must meet the following minimum requirements:
Have Release Config or Release Master permissions, or have the Release User
permissions plus the Release Coordinator functional role
Be a member of the support group

Group

click Open.
4. Click Update.
.

access.
Example

Related topic
Updating the support groups for release templates (see page 570)
Updating the support groups for release templates

Support Group Admin functional role or the Release Config or Release Master permission, you can
Notes
A user with Release Config or Release Master permission can create a template
for any authoring group. The user can modify the template only if he or she is a
member of the authoring group.
To update support groups, you first must save the release template. When you
finish defining the release template, open the Release Template form in search
mode and locate your release template. You then can configure the relationships
settings.
Note

To update support groups, you first must save the release template. When you finish
defining the release template, open the Release Template form in search mode and
locate your release template. You then can configure the relationships settings.

Group
click Open.
4. Click Update.
.

access.
Example

Configuring activity templates

You can simplify the process of creating activities by creating activity templates for release
coordinators.
Note
For information about release activities, see Activities.
Configuring classification settings for activity templates (see page 573)

Configuring assignment settings for activity templates (see page 574)

Configuring task templates settings for activities (see page 574)
Configuring classification settings for activity templates

The values you specify in an activity template's Classification tab are used to add information to the
General and Classification tabs in the Activity form. The Classification tab is used to locate the
activity and show the priority of the activity.
Activity Template form
2. From the Application Settings list, choose Activity System > Template > Template, then click
Open. The Activity Template form appears.
5. In the Summary field, enter a brief description of the activity. This information will be entered
into the Summary field on the Activity form.
7. In the Notes field, enter a detailed description of the activity.
8. {In the Priority field, select a priority according to the urgency of the activity (for example,
Medium).
9. In the Company field, select the name of the company for this activity.
11. In the Site Group field, select the city of the company.
12. In the Site field, select the location of the company for this activity.
13.
13. Click Save.
Configuring assignment settings for activity templates

The values you configure in an activity template's Assignment tab are used to add information to
the Activity Assignee fields in the Assignment tab of the Activity form. Here you configure the
support company, organization, and group that the activity will be assigned to.
2. From the Application Settings list, choose Activity System > Template > Template.
3. In the Activity Template form, click the Assignment tab.
4. Specify Activity Coordinator settings as follows:
a. In the Support Company field, select the company that the activity is assigned to.
5. Click Save.
Configuring task templates settings for activities

The Task Templates tab specifies which tasks and task groups you can include with this template.
This functionality is especially useful for routine tasks typically included with activities (for example,
training, setting up classrooms, and so on).
To configure task templates settings
2. From the Application Settings list, choose Activity System > Template > Template, and then
click Open.
3. In the Activity Template form, click the Task Templates tab. The tab shows tasks and task
groups related to the template, along with any child tasks of the selected task group.
Select a task, then click View to display tasks already added to the template.
Select a task, then click Remove to remove tasks from the template.
Select a child task, then click View to display it.
4. Select a request type (for example, Task Template).
5. Click Relate to open the Template Selection form.
6. Select a task or task group, then click Relate. The task or task group is added to the
template. If needed, you can click View to display the task or task group, or you can click
Remove to remove it.
7. Click View Flow to see a read-only view of the task and task group that is related to the
template.
9. Click Save.

Configuring Incident Management templates

You can simplify the process of recording incidents by creating templates for your users.
Configuring classification settings for incident management templates (see page 575)
Configuring categorization settings for incident management templates (see page 576)
Configuring assignment settings for incident management templates (see page 576)
Configuring relationship settings for incident management templates (see page 577)
Configuring resolution settings for incident management templates (see page 578)
Configuring authored for Groups settings for incident management templates (see page 578)
Configuring classification settings for incident management templates

The values in the Classification tab are used to add information to the corresponding Classification
tab in the Incident form. The Classification tab is used to describe the incident and show which
products or services are affected by the incident.
1. On the Incident Template form, click the Classification tab.

2. From the Impact list, select an impact level for the incident form that is created when the
template is used.
3. From the Urgency list, select a level of urgency for the incident form. The Priority value is
based on the impact and urgency.
4. From the Incident Type list, select the type of service that is recorded when the template is
used. The options are: User Service Restoration, User Service Request, Infrastructure
Restoration, and Infrastructure Event.
5. From the Service list, select the related business service CI, for example, Payroll Service.
This establishes a relationship between Service the incident request.
6. In the CI field, type the name of the related CI, for example, Payroll Service. This
establishes a relationship between the CI and the incident request.
7. In the Notes field, type a summary of the incident, which appears on the incident ticket.
Tip
Instead of entering the complete description, you can enter prompts for the user
who is recording the incident.
8. Click Save.

Configuring categorization settings for incident management templates

The values in the Categorization tab are used to add information to the service and product
categorization sections of the Classification tab in the Incident form.

Catalog.
Product categorization is based on a five-tier hierarchy defined in your Product Catalog.
Incident templates can automatically create relationships to customer CIs, as configured here.
To configure categorization settings
1. On the Incident Template form, click the Categorization tab.

2. Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier 3.
Model/Version.
4. To have the template create an automatic relationship to a CI, in addition to the relationships
that are already established based on the content of the Service and CI fields, complete the
Automatic Relationship of Customer's CI area as follows.
For example, if you are creating a template for email issues, you can set up the template to
automatically create a relationship to the CI for the mail server.
To set up the relationship, select items from the following lists on the Categorization tab, and
specify the CI on the Relationships tab.
List Description
Automatic CI Select Yes for the template to automatically create the relationship to the CI.
Relationship
CI Select how the CI is related to the incident customer. Available selections are Used by, Owned by,
Relationship Supported by, Managed by, Created by, Approved by, ALL.
Type
Incident Select how the incident relates to the CI. Available selections are Related to, Restores, Impacts.
Relationship
Type
5. Click Save.
Configuring assignment settings for incident management templates

The values in the Assignment tab are used to add information to two tabs on the Incident form:
The assignment settings add information to the Assignment tab. Here you configure the
support-company, organization, and group that incidents created from the template will be
assigned to.
The vendor assignment settings add information to the Vendor tab. Here you configure the
vendor company, organization, and group applicable to the incident.

1. On the Incident Template form, click the Assignment tab.

2. To assign the incident to the user creating the incident, in the Assign To Current User field,
select Yes. Otherwise, use the following steps for assignment settings:
a. In the Support Company field, select the company that incidents created from the
template will be assigned to.
c. In the Assigned Group Name field, select a group.
3. Specify vendor assignment settings:
a. In the Vendor Company field, select the company that is applicable to incidents
created from the template.
b. In the Vendor Organization field, select an organization.
c. In the Vendor Group Name field, select a group.
4. Click Save.
Configuring relationship settings for incident management templates

The values in the Relationships tab are used to add information to the Relationships tab in the
Incident form. This tab is used to relate incidents to specific CIs. For example, an incident template
for email incidents might include a relationship to the mail server. Or an incident template for printer
incidents might include relationships to commonly supported printers and in this case, the user
recording the incident with this template would remove all but the applicable relationship from the
Incident form.
To configure relationship settings
1. On the Incident Template form, click the Relationships tab.

2. In the Request Type field, select Configuration Item. The only option is Configuration Item.
3. Click Search. The CI Relationships Search form appears.
4. Complete the fields on the search criteria tabs with the relevant information, then click
Search. The matching results are displayed in the CIs table.
6. From the Relationship Type list, select the type of relationship to associate the CI with the
incident template. For example, Configuration Item.
7. Click Relate. A message confirms that the configuration item you selected has been related
to the incident template.
8. Repeat steps 5 through 7 for all the CIs that you want related to the incident template.
10. Click Save.

Configuring resolution settings for incident management templates

The values in the Resolutions tab are used to add information to the Resolution tab on the Incident
form. Typically, you use this tab only when creating templates for incidents that can be resolved
when they are recorded. For example, this might be used for frequently asked questions, such as
how to change your password.
Tip
The resolution details can remind support staff of the steps to resolve an issue. For
example, the details could list all the places to check for a paper jam on a printer.
To configure resolution settings
1. On the Incident Template form, click the Resolution tab.

2. Set the resolution details as follows:
a. In the Resolution field, type the steps that resolve the incident.
b. From the Resolution Method list, select On-Site Support, Service Desk assisted, Self-
Service, or Remote Control.
c. Select the appropriate incident cause, for example, Application Error.
3. Select the appropriate values from the Resolution Product Categorization Selection lists.
The values that you select here determine the available selections for the resolution
categorization selection. The product categorization indicates the category of product.
4. Select the appropriate values for the Resolution Categorization Selection fields. This
categorization uses up to three standard menus to indicate the steps to resolve the incident.
This is more specific than the resolution method, but might be less detailed than the
Resolution field.
5. Click Save.
Configuring authored for Groups settings for incident management templates

Support Group Admin functional role or the Incident Config permission, you can assign the
template authoring group to any group.
Note
A user with Incident Config permission can create a template for any authoring group.
The user can modify the template only if he or she is a member of the authoring group.


Group
click Open.
4. Click Update.
.

access.
Example

Modifying Incident Management templates

This topic describes how to modify an Incident Management template.
To modify an Incident Management template
2. From the Application Settings list, choose Incident Management > Template > Template and
click Open.
The Incident Template Selection dialog box appears.
3. In the Viewing Templates for Support Group field, select the appropriate support group.
The list of templates displays the templates for that support group.
4. Select the template and click View.
5. Make the necessary modifications.
Managing knowledge article templates

This section describes procedures and provides recommendations for creating new knowledge
article templates. BMC Knowledge Management provides the following knowledge article
templates out of the box:
Decision Tree

How To
Known Error
Problem Solution
Reference
KCS Template
Creating knowledge article templates

You can create new knowledge article templates that suit your company requirements. For
example, if your knowledge base includes articles in the format of Frequently Asked Questions
(FAQs), you may want to create an FAQ knowledge article template.
Recommendation
Scenario — Your knowledge base contains an existing FAQ form that is not one of the
out of the box templates. You want to turn this form into a knowledge article template, so
knowledge users can create new FAQ articles using a pre-defined template. You also
want to be able to manage the form's records as knowledge articles with metadata and
lifecycle management.
1. In the Developer Studio, open the existing FAQ form.

2. Modify the form's layout for better display as a knowledge article.
You can create a new view and modify the layout as required. Verify that required
fields are set with default values or set them to optional.
3. Register the form as described in Registering AR forms.
a. Before registering, make sure the form complies with the prerequisites for
registering AR forms. See Prerequisites for AR form registration.
b. In the Welcome panel, select Knowledge Base Item > AR Form.
c. In the Source panel, specify the View Name and select Life Cycle
Management.
After registration, all the form's records automatically become FAQ type
knowledge articles with metadata and lifecycle management.
To create a new template
1. In Developer Studio, create a new Regular AR form.
Tip
You can quickly create a new form by opening the regular form of one of the
templates provided out of the box and saving it under a new name. For example,
open the RKM:HowToTemplate to create a new how to form.

2. Add fields and design the template as required.
Tip
To avoid unnecessary scroll bars, copy the form's measurements from one of the
templates provided out of the box.
3. Register the new form as described in Registering AR forms.

a. Before registering the new form, make sure it complies with the prerequisites for
registering AR forms. See Prerequisites for AR form registration.
b. In the Welcome panel, select Knowledge Base Item > AR Form.
c. In the Source panel, select Life Cycle Management.
After registration, you can change the form's user interface, but if you add new fields
and mark them for indexing or as relevancy fields, or change the form permissions,
you will need to modify the knowledge source as well. For more information, see
Modifying knowledge sources
Configuring reports
This section contains general information about configuring reports in the BMC Remedy IT Service
Management Suite.
Showing or hiding Crystal Reports (see page 582)

Overriding the internal Crystal Reports qualification (see page 583)
Related topics
Reporting information related to specific BMC Remedy ITSM applications (for example, lists of
predefined reports and so on) is also available under the following links.
BMC Asset Management reporting information
BMC Change Management reporting information
BMC Knowledge Management reporting information
BMC Service Desk reporting information
BMC Service Request Management reporting information
Showing or hiding Crystal Reports

The Crystal Reports web viewer is installed by default; the install option is removed from the
installation program. You can configure the Foundation module to show or hide the Crystal Reports
form on the Report Console.

Before you begin

Deploy the Enterprise Crystal License on the Mid Tier before you enable the Crystal reports
To show or hide Crystal Reports
2. From the Application Settings list, choose Foundation > Advanced Options > Show/Hide
Crystal Reports, and then click Open. The Crystal Report Administration form appears.
Crystal Report Administration
3. Perform one of the following actions:

To show the Crystal Reports form on the Report Console, click Enable.
To hide the Crystal Reports form on the Report Console, click Disable.
4. Click Save.
Related topics
SAP Crystal Reports requirements
Working with BIRT and Crystal reports (see page 805)
Overriding the internal Crystal Reports qualification

This topic contains information about overriding the internal Crystal Reports qualification.
To run the BMC Remedy ITSM reports by using a data qualification other than the internal Crystal
Reports qualification, you must override the default qualification.
To override the default qualification

Set the Override Query In Report field to Yes.
This option overrides the default qualification with the qualification that is built into the Report
Console form (as indicated by the Qualification field value). Then, when the report is run by any
user, the override takes effect.
Tip
You can configure ODBC settings for Crystal Reports to eliminate the logon prompt when
running reports. For information, see Integrating Crystal Reports with BMC Remedy AR
System.

Configuring additional Foundation options

This section describes how to configure additional features in the Foundation portion of BMC
Remedy ITSM Suite.
Access point for the additional Foundation custom configuration options (see page 584)
Categorizing costs (see page 585)
Working with cost rates (see page 587)
Working with finance rules (see page 589)
Configuring charge-back periods (see page 591)
Registering time segments (see page 591)
Related topic
Working with cost centers (see page 467)
Access point for the additional Foundation custom configuration options

You access the custom configuration for additional Foundation options from the following
expandable command lists on the Custom Configuration tab of the Application Administration
Console:
Foundation > Business Time Segments

Foundation > Charge Back
Foundation > Costing
Tip
Carefully read the instructions for additional Foundation options in the rest of this section
before using the configuration commands in these expandable lists.
The following figure shows the access point:
Access point for the additional Foundation custom configuration

Categorizing costs
The costing feature of BMC Remedy ITSM enables your organization to track costs and to
understand the financial impact of changes on expenses.
You use cost categorization to create categories that can be specified on costs. For the BMC Asset
Management application, this task adds custom cost types and classes to lists for corresponding
fields in Cost records and to the cost table on the Financials tab on BMC Asset Management
forms. For the other BMC Remedy ITSM applications, this task adds cost types to lists for
corresponding fields in Costs records and to the cost table.
The unique cost category and cost type combinations you define using this task are available to
their respective applications when costs are created.
Note
To modify and delete cost categories, use the procedures described in Performing
common Foundation tasks (see page 780).
To create a cost category
2. From the Application Settings list, choose Foundation > Costing > Cost Category, and then
click Open. The Configure Cost Categorization form appears.
3.
3. Click the Newbutton in a browser to create a cost category.
Tip
You can also create a cost category from an existing one. First enter your search
criteria in the Configure Cost Categorization form and click Search. Select the cost
category that you want to modify to create the new category.
4. In the Company field, select a company, or select Global to apply the cost category to all
companies.
5. In the Cost Category field, enter the custom cost category that you want to add.
6. In the Cost Type field, enter or select a type for the cost category.
7. In the Cost Type Keyfield, enter the cost type key.
Note
The Cost Type Key field is the system name for the cost type and should not be
changed. The Cost Type value can change based on different languages, but the
value in the Cost Type Key field should remain the same because workflow uses
the key values rather than the display values.
8. Select a status for the cost category and type.

9. In the Cost Classfield, select a class for the cost category and type.
Note
This field is used only by the BMC Asset Management application.
Lease generates a cost entry from a lease contract if assets or components are
related to the contract.
Maintenance generates a cost entry from a maintenance contract if assets or
components are related to the contract.
Purchase Price determines whether the depreciation cost is used in charge-back for
the cost entry of this cost class.
Software License generates a cost entry from a software lease contract if assets or
components are related to the contract.
Support generates a cost entry from a support contract if assets or components are
Warranty generates a cost entry from a warranty contract if assets or components are

Other specifies that no cost entry is created.

10. In the Cost Description field, enter a description for the cost category and the cost type.
11. Click Save.
Working with cost rates

Cost rates can be configured by product category, product organizational category, or by assignee
group.
Costs defined by category can be related to change requests based on the request's
categorization. The configuration of costs can be based on time (hours or minutes) or a flat rate to
complete the job.
Costs defined by group are also based on time or a flat rate, but instead of being associated with
requests based on categorization, they are related to the group assigned to resolve the request.
Additionally, the costs associated with groups can be further defined by the location of the group.
For example, a group that is based in a large city might have significantly higher operational costs
(salaries, office space) than a group based in a small town.
Note
Only cost rates with the category or group specified in the Define By field in the Configure
Cost Rate form matching the finance rule defined in the Configure Finance Rules form
are checked when rates are matched.
Defining cost rates by categories (see page 587)

Defining cost rates by assignee group (see page 589)
Defining cost rates by categories

Cost rates can be defined to category or by assignee group.
To define cost rates by category
2. From the Application Settings list, choose Foundation > Costing > Cost Rate Template, and
then click Open. The Configure Cost Rate form appears.
Configure Cost Rate dialog box showing Product Category selected

3. To create a cost rate template, click the New button in a browser.

4. In the Company field, select a company, or select Global to apply the cost rate template to
all companies.
5. Select the required unit rate, unit type, and status.
6. Optionally, enter the percentage overhead and a description for the cost rate template.
Note
Overhead is the additional cost above the standard cost rate. The percentage that
you specify is added to the cost that is charged.
7. In the Define By field, select Product Category or Operational Category. The application and
product or operational tier fields appear.
8. Select the application for the cost rate template.
9. To specify the categorization, select the product or operational tiers for this cost rate.
10.
Related topic
Defining cost rates by assignee group (see page 589)
Defining cost rates by assignee group

Cost rates can be defined to assignee group or by category.
To define cost rates by assignee group
2. From the Application Settings list, choose Foundation > Costing > Cost Rate Template, and
then click Open. The Configure Cost Rate form is displayed.
3. To create a cost rate template, click the New button in a browser.
4. In the Company field, select a company, or select Global to apply the cost rate template to
all companies.
5. Select the required unit rate, unit type, and status.
6. Optionally, enter the percentage overhead and a description for the cost rate template.
Note:
Overhead is the additional cost above the standard cost rate. The percentage that
you specify is added to the cost that is charged.
7. In the Define By field, select Assignee Group. The support organization, assigned group,
and location fields appear.
8. Select the support organization for the cost rate template.
9. Select the assigned group.
10. To specify the categorization:
a. Select the Region.
b. Optionally select the site group and site.
Related topic
Defining cost rates by categories (see page 587)
Working with finance rules

Finance rules specify which cost centers to use for automatic costs and the method used for
automatically calculating costs.
To create finance rules
2.
2. From the Application Settings list, choose Foundation > Costing > Finance Rules, and then
click Open. The Configure Finance Rules form is displayed.
Configure Finance Rules form
3. Click the New button in a browser to create a finance rule.
Tip
You can also create a finance rule from an existing rule. First, click the search icon
in the toolbar. Then, enter any search criteria and click Search. Select a finance
rule on which to base the new finance rule.
4. In the Company field, select a company, or select Global to apply the finance rule to all
companies.
5. In the Cost Category field, select a cost category for the finance rule. For example, select
Training.
6. In the Cost Rate Template Use field, select whether to use product categories,
organizational categories, or groups to match costs. For example, select Calbro Software.
7. In the Actual Cost Calculated By field, select one of the following items:
Time in WIP adds the actual effort cost log entries to calculate the actual cost.
Start-Stop Clock uses the value from the start/stop total time.

7.
Manually Entered uses the value that is manually entered on the Finance tab of BMC
Remedy ITSM forms.
8. Select a status and modify the description for the finance rule.
9. Optionally, select a cost center code for the finance rule.
10. Click Save.
Configuring charge-back periods

Charge-back time periods are used to specify the time period for charge-back of asset costs to cost
centers or business organizations. Past time periods cannot be changed.
To configure charge-back time periods
2. From the Application Settings list, choose Foundation > Charge Back > Chargeback Periods
, and then click Open. The Configure Charge-back Time Periods form appears.
3. To create a charge-back period, click the New button in a browser.
4. In the Company field, select a company.
5. In the Time Period Type field, select a time period or Manual.
6. If you selected Manual, specify the dates in the Period Start Date and Period End Date
fields.
Tip
When you first install BMC Remedy ITSM, you can use this procedure to configure
charge-back periods that match your organization's quarterly schedule. For example, if
you install BMC Remedy ITSM in the middle of April and your organization's quarter runs
from February to April, you can set BMC Remedy ITSM to match that quarterly schedule.
First, set the Time Period Type field to Manual and enter an end date that coincides with
the end of your organization's current quarter. After that time period is over, close the
current period, and then open a new period that is set to Quarterly. Do this only when you
first set up charge-back periods at your organization.
Registering time segments

Registering time segments works like a calendaring system. For example, if you schedule a
meeting in a certain conference room, nobody else can reserve the conference room at the same
time. Similarly, you can block out time segments around business events (like company holidays),
categorization, or configuration items (CIs). For example, an available time segment could specify
that a CI is available for use, while an unavailable time segment could be used to represent a
scheduled or planned maintenance window.
For more information, see Defining business schedules using Business Time and Registering time
segments.

Configuring advanced options

This section describes how to configure the advanced options that are available in the Foundation
component for the BMC Remedy ITSM Suite.
Access point for the Advanced Foundation custom configuration options (see page 592)
Configuring command automation interface (see page 593)
Configuring Web Services (see page 602)
Virtualization administrator role (see page 606)
Configuring virtualization administrators (see page 606)
Configuring custom views (see page 608)
Related topics
Configuring system settings (see page 373)
Access point for the Advanced Foundation custom configuration options

The custom configuration for advanced foundation options is accessed from the Foundation >
Advanced Options expandable command list on the Custom Configuration tab of the Application
Tip
Carefully read the instructions for advanced foundation options in the rest of this section
before using the configuration commands in the Foundation > Advanced Options
expandable list.
Access point for the advanced Foundation custom configuration

Configuring command automation interface

The Command Automation Interface (CAI) is a subcomponent that enables you to register
applications and create commands for integration with back-office applications. Using a command
definition (a type of template) to construct commands by using the parameters sent to it by BMC
Remedy ITSM Suite, CAI uses a predefined conduit (for example, a web service, a command line,
a URL, and so on) to execute these commands on the external systems. For example, BMC
Change Management uses CAI to communicate with the Task Management System (TMS).
Note
For detailed information about using the CAI to register your own back-office applications,
see Configuring third-party applications for integration.
Registering the back-office application in the SHARE-Application_Properties form (see page

594)
Registering the application with the CAI (see page 595)

Defining command parameters (see page 597)

Defining mappings (see page 599)
Defining CAI plug-in options for BMC ProactiveNet Performance Management integration
(see page 600)
Viewing event commands and command parameters (see page 601)
Registering the back-office application in the SHARE-Application_Properties form

Application registration defines the integration attributes (for example, application name, integration
form, form fields, and connection information) to communicate with the external application.
This stage in the CAI definition phase defines the application in the CAI subsystem and how CAI
communicates with the back-office. Applications registered with the CAI (for example, BMC
Remedy Change Management or the Work Order Management application) must have an entry in
the SHARE:Application_Properties. This stage enables several configuration menus in the CAI to
have the proper form name. You must register back-office fulfillment applications with the CAI so
that the back-office application can be recognized.
By creating an entry in the SHARE:Application_Properties form, you are allowing the back-office
application to be registered with the CAI. In addition, this form is used by other configuration
menus.
To allow the application to be registered
Note
You will need Administrator permissions in order to complete the following procedure.
1. Open your browser and use the following URL to open the SHARE:Application_Properties
form:
http://<midTierServer>/arsys/forms/<ARSystemServer>/SHARE:Application_Properties
Note
This form is not available from the Application Administration console, and you
must open the form directly.
2. Enter the appropriate values into the form to create a Name record, for example:
Creating Name property in the SHARE:Application_Properties form
Field What you enter
Application Enter a unique ID for the application that you are registering.
ID

Property Name
Name
Note: This value must be Name in order for the CAI Application Registry form to show the new application
in the Application Name drop-down menu list.
Property Enter a unique property value for the application that you are registering.
Value
Instance None. (The value is auto-populated when you submit the record.)
ID
Status Active
3. Save the record.

4. Enter the appropriate values into the form to create a Version record, for example:
Creating Version property in the SHARE:Application_Properties form
Application ID Enter a unique version ID for the application that you are registering.
Property Name Version
Note: This value must be Version.
Property Value Enter a unique version property value for the application that you are registering.
Instance ID None. (The value is auto-populated when you submit the record.)
Status Active
By creating these entries in the SHARE:Application_Properties form, you are allowing the
Document Request application to be registered with the Command Automation Interface
(CAI), which you will be doing in the next stage. In addition, this form is used by other
configuration menus.
5. Save the record and close the form.
Registering the application with the CAI

Registering the application with the CAI in the Application Registry makes it available for selection
when configuring CAI components, for example, the commands and the command parameters for
each integrated component.
The Application Registry form is used to register the applications and to identify key elements of
the back-office application, such as template forms, and interface forms.
A registry entry is used to recognize the back end application, set the configuration settings such
as mode of connection (local or remote), set server and template information, and set the context
for the remainder of the entities. Use the Application Registry form to modify any of the
preconfigured information or create new application registries if your organization is going to use
other applications.
To register an application

2. From the Application Settings list, choose Foundation > Advanced Options > Command
Automation Interface - Application Registry, and then click Open. The Application Registry
form appears.
Application Registry form
3. Enter the following required information in the top pane:

Field Name Description
Registry Name Enter a unique name for the application that you are registering.
Description Enter a description of the application that you are registering.
Status Select a status for this entry.
4. On the General tab, enter the following information:

Field Description
Name
Application Select the application that you are registering.

Name This drop-down selection menu is a menu named "SYS:MNU:AppNamesFromSHRAppProperties-Q"
which searches the SHARE:Application_Properties form and lists the Property Values when ( 'Status' =
"Active") AND ( 'Property Name' = "Name" ). If you do not see your new application listed here, go back to
the SHARE:Application_Properties form and verify your work.
Template Select the form that identifies the template.

Form
Template Select the form that is the front end or view form (the form that the back end application's user see) for the
View Form template form you selected.
The view form should already exist in the back end application.

Field Description
Name
Instance Enter the form that identifies the application instance.

Form The application instance is the request entry that is created when the service request is submitted, based
on the template, if a template is used. Some back end applications might choose not to use a template
structure. The form identifier (or Template Form field) identifies the back end request form that is used to
create the entry.
Interface Designate a form identifier.

Form
New Select Yes to indicate that the request needs to be activated after submission; otherwise, select No.
Request
Activation
5. Click the Connection tab. The Connection tab is used to define login information and the
type of protocol to use when integrating the registered application.
6. Enter or modify the following information:
Field Description
Name
Access Specify whether the registered back end application is on a remote or local server.
Mode
Server Enter the server name where the application you are registering is installed.
For a server group environment, enter the name of the load balancer.
Protocol Specify the communication format for data exchange (AR, URL, Web service, Command Line, Plug-in,
Other).
Login Fill in this field if you set the Access Mode to Remote. Enter your login name to access the remote back end
application used for requests.
Password Fill in this field if you set the Access Mode to Remote. Enter your password to access the remote back end
Port # Fill in this field if you set the Access Mode to Remote. Enter the port number of the remote back end
7. Click Save.
Defining command parameters

After defining an entry in the Application Registry form, you must define the commands and
command parameters.
To define commands and command parameters (see page 598)

To pass parameters to a command (see page 599)
As part of the CAI definition phase, command definition describes the commands and the
command parameters for each integrated component. For example, you can create a set of
commands for interaction (create, modify, and cancel operations) with the back-office application.
In addition, CAI can include command parameter mappings to be registered for other applications.

The CAI subsystem provides an integration link with back-office applications that does not require
you to add any custom workflow to complete the integration. You can include a Filter API to
facilitate the communication with a BMC Remedy AR System back-office application.
The CAI uses Event Commands to facilitate this communication link. The CAI offers Event
Commands that create requests, update them with status changes, and synchronize activity in
them. The type of information being synchronized includes status updates and work log activities.
The communication link is bidirectional. Workflow can also be added to the back-office application
to send status updates back to your application. The BMC Service Desk: Incident Management
application, BMC Remedy Change Management application, and Work Orders provide this type of
workflow by default. You can add similar workflow to your custom applications to complete similar
updates.
To define commands and command parameters
Automation Interface - Define Command Parameters, and then click Open. The Define
Commands and Command Parameters form appears.
Tip
Select an existing command and click View.
3. Click Create New Command. The Commands form appears.

4. Enter information in the fields and click Save:
Field Description
name
Command Enter a name for this command.
Direction Select one of the following items:

Inbound — Inbound from the application
Outbound — Outbound to the application
Operation Select one of the following items:

Type Create — Creates a new request
Get — Gets information from a request
Update — Updates a request
Command Optionally select one of the following items:

Type Append — Contains a series of commands followed by a series of parameters
Interleave — Contains a series of alternating commands and parameters
Description Enter a description.
Selection Select Event.

Type

Field Description
name
Status Select a status.
Max Enter the maximum number of events that will be logged on the BPPM-Change plug-in when the status of
Queue the BMC ProactiveNet Performance Management instance is set to Suspended. This option is currently
used by the BMC Change Management integration with BMC ProactiveNet Performance Management.
Pool # Enter a number to identify the thread pool to be used for the application events.
To pass parameters to a command
Automation Interface - Define Command Parameters, and then click Open.
The Define Commands and Command Parameters form appears.
3. From the Command drop-down list, select the command that you created earlier and then
click Create under the Command Parameters list.
The Command Parameters form appears.
4. Enter information in the fields:
Field Description
name
Command Enter a name for this command.
Parameter Enter the parameter to be passed to the command. The parameter must be entered without syntax errors
because no checking is done.
Type Select one of the following items:

In — Inbound from the application
Out — Outbound to the application
Qual — Qualifier
Data Type Select one of the following items:

Character — Passes the parameter as a character data type
Attachment — Passes the parameter as an attachment
O-Length Char — Passes the parameter as a zero length character
Mode Optionally, select one of the following items:

Required — Indicates the parameter must be passed to the command whenever it is used
Optional — Indicates the parameter does not have to be used whenever the command is used
Description Optionally, enter a description.
Defining mappings
You can define mappings between the parameters defined on the Command Parameter form and
the Interface Form that you specified on the Application Registry form.
To define mappings
1.
1. On the Define Commands and Command Parameters form, select the command to define
mappings for.
2. Click the Create button below the Command Parameter Mappings table. The Command
Parameter Mappings form appears.
3. Enter information in the fields and click Save:
Field name or area Description
App Registry Name Select the application you registered on the Application Registry form.
Command Use the selected command or select a command that you defined.
Parameter Select a parameter that you defined for the selected command on the Command Parameters
form.
Application Fields Map to an appropriate field on the Application Registry form:

App Interface Form — This is TMS:Task.
Field Name — Select the field to which to map.
Field ID — The field ID is automatically filled in when you select a field name.
Data Tags For internal use only
Related topic
Registering the application with the CAI (see page 595)
Defining CAI plug-in options for BMC ProactiveNet Performance Management integration
When integrating BMC Change Management with BMC ProactiveNet Performance Management,
you can configure the Command Automation Interface (CAI) to optimize performance. You can
define and configure thread pools for specific commands. Thread pools for different commands are
configured in the CAI:Commands form. For more information on the CAI:Commands form see,
Defining command parameters (see page 597).
Configuring thread pools defines dedicated CAI threads for use by the specific command. This
ensures that requests from a command use only the dedicated threads, and performance of other
command requests to the CAI is not affected.
To configure the CAI plug-in
1. Select Application Administration > Application Administration Console > Custom

Configuration > Foundation > Advanced Options > Command Automation Interface - PlugIn
Registry.
2. In the CAI Plug-in Registry window, click Add.
3. In the CAI Outbound Application Config window, enter the following information and click
Save:
Field Description
Pool # Select the pool number defined in the CAI:Commands form for the BMC Change Management integration
with BMC ProactiveNet Performance Management.

Field Description
Number Enter the number of CAI threads to be used to send change management events to BMC ProactiveNet
of Performance Management. This value cannot exceed the total number of threads defined for the CAI plug-in.
threads
Default Select Yes to make the current pool the default pool.
Viewing event commands and command parameters

You can view the predefined commands and their command parameters that are installed out of
the box depending on the applications installed.
To view event commands and command parameters
Automation Interface - Define Command Parameters, and click Open.
3. From the Command field on the Define Command and Command Parameters form, select
an event command, and click View to open the Command form.
The following commands are available:
Command Description
BMC Service Request Management Select the appropriate inbound command from BMC Service Request
Command (inbound for application Management to the registered application:
requests) SRM_IN_APP_REQUEST_CANCELLED — Notifies the fulfillment
application that the service request is cancelled
SRM_IN_APP_REQUEST_IN_PROGRESS — Notifies the fulfillment
application that the service request is in progress
SRM_IN_APP_REQUEST_PENDING — Notifies the fulfillment
application that the service request is in pending
SRM_IN_APP_REQUEST_REJECTED — Notifies the fulfillment
application that the service request is rejected
SRM_IN_APP_REQUEST_RESOLVED — Notifies the fulfillment
application that the service request is done
SRM_IN_APP_REQUEST_RESPONDED — Notifies the fulfillment
application that the service request is responded to for SLM calculation
BMC Service Request Management Select the appropriate inbound command from BMC Service Request
Command (inbound for push Management to the registered application for push application requests and
application requests and updates) updates:
SRM_IN_PUSH_APP_REQUEST_INFO — Sends an application request
information data to BMC Service Request Management from the
fulfillment application
Data recognized by BMC Service Request Management is defined in the
command parameters.
SRM_IN_PUSH_APP_REQUEST_OWNER — Sends an application
request owner data to BMC Service Request Management from the
fulfillment application
Data recognized by BMC Service Request Management is defined in the
command parameters.
SRM_IN_UPDATE_SR_WORKLOG — Creates a work log entry for the
service request.

Command Description
BMC Service Request Management Select the appropriate outbound command from BMC Service Request
Command (outbound for application Management to the registered application:
requests) SRM_OUT_ACTIVATE_APP_REQUEST — Notifies the application
instance to start working on the request
The fulfillment application must define how to execute upon receiving
this notification.
SRM_OUT_CANCEL_APP_REQUEST — Notifies the application
instance that the service request is canceled
The fulfillment application must define what to do with this cancellation
notification.
SRM_OUT_CREATE_APP_REQUEST — Creates an application
instance in the fulfillment application
SRM_OUT_GET_APP_REQUEST_INFO — Gets information (such as
status, description, ID, cost, and so on) from the application instance that
was created on the fulfillment application
SRM_OUT_PUSH_SR_INFO — Sends service request data to the
fulfillment application when a service request is created from the Service
Request interface form
Specific data that is sent as part of this command is defined in the
command parameters.
SRM_OUT_REOPEN_APP_REQUEST — Sends an event to fulfillment
application to reopen an application request
SRM_OUT_RESOLVE_APP_REQUEST — Sends an event to the
fulfillment application to resolve the application request, such as in the
case of resolving an Incident ticket using a solution record
SRM_OUT_UPDATE_APP_REQUEST_WORKLOG — Creates a work
log entry for the application request
Change Management Command Select the appropriate outbound command from BMC Change Management to
(outbound for application requests) the registered application:
CHG_OUT_CMS_CONFMAN — Launches BMC Configuration Manager
Task Management Command Select the appropriate outbound command from Task Management to the
(outbound for application requests) registered application:
TMS_OUT_CMS_CHKCOMPLIANCE_STATUS — Requests BMC
Configuration Management Check Compliance Status
TMS_OUT_CMS_DEPLOYMENT BMC — Launches Configuration
Management Deployment Manager
TMS_OUT_CMS_POLICYMGR — Launches BMC Configuration
Management Policy Manager
TMS_OUT_CMS_REMOTECTRL — Launches BMC Configuration
Management Remote Control
TMS_OUT_CMS_REMOTESCRIPT — Launches BMC Configuration
Management Remote Script
TMS_OUT_CMS_VERIFYTASK — Launches BMC Configuration
Management Verify Task
TMS_OUT_GET_DATA — Queries form for data
Configuring Web Services

You can integrate external applications with BMC Remedy ITSM Suite if you want. There are a
number of methods for integrating external applications but web services provide the most efficient
way because they eliminate the need to create API applications.
For example, you might want to have an event occur in an event-based system that causes the

web services client to connect to BMC Remedy ITSM Suite and create an incident, problem,
change, or purchase order ticket.
To work with BMC Atrium Core Web Services, you must register your services. The BMC Atrium
Core Web Services Registry allows clients to obtain information about available services. The
services registry is compliant with the Universal Description, Discovery and Integration (UDDI)
standard. For more information about the web services registry, see BMC Atrium Core Web
Services API components.
Recommendation
Register either all or none of the BMC Remedy ITSM Suite services.
The BMC Remedy AR System Web Services Registry form and its workflow provide an interface to
the BMC Atrium Web Services Registry, thereby simplifying the registry process. A web service is
registered by creating a request in the form and enabling it. Changing a setting removes the
registration. If the registry is unavailable, the workflow attempts to register or deregister the web
service later. The form also reports whether the web service is registered.
Note
Before you can register a web service, the Java plug-in server must be installed and
operating, and you must configure a connection to the BMC Atrium Web Services
Registry in the WS Registry Integration tab of the AR System Administration: Server
Information form. For details, see Configuring the Web Services Registry integration.
To register a BMC Remedy ITSM Suite web service
1. From the Applications menu open the AR System Administration console. Select AR System
Administration > AR System Administration console.
2. From the AR System console, open the Web Services Registry. Select System > General
>Web Services Registry.
To open the Web Services Registry

Click the image to enlarge it.

3. Perform a search for services using the following criteria:

BMC in the Business Name field
No for Publish to Registry?
Yes for Recommended Value
The list of BMC Remedy ITSM Suite services that are shipped with the product is
returned.
Note
If you have created entries since installing BMC Remedy ITSM Suite, these
are also returned in the list.
4. Select a registry from the list. The fields of the form are populated with information about this
registry.
AR System Web Services Registry form with list of web services returned

5. Make the following updates in the Build WSDL URL section:

6. If you want the WSDL URL to be built and displayed in the WSDL URL field, ensure that Yes
is selected for the Build WSDL URL field.
7. In the Web Server Address field, replace WebServerAddress with the URL of the web server
that provides the WSDL. Include the port number if required. The syntax is http:
<webServer>:<port>. As you update this field, if you selected *Yes* for the Build WSDL URL
field, the WSDL URL is built and displayed in the WSDL URL field.
8. In the ARServer field, enter the name of the BMC Remedy AR System Server that hosts the
web service.
9. Make the following updates in the Build End Point URL section:
If you want the end point URL to be built and displayed in the End Point URL field,
ensure that Yes is selected for the Build End Point URL field.
10.
10. In the Web Server Address field for the end point URL, replace webServerAddress with the
URL of the web server that provides the end point URL. Include the port number if required.
The syntax is http://<webServer>:<port>. As you update this field, if you selected *Yes* for
the Build End Point URL field, the end point URL is built and displayed in the End Point URL
field.
11. In the ARServer field, enter the name of the BMC Remedy AR System Server that hosts the
end point URL for the web service.
12. For the Publish to Registry field, select Yes.
13. Save the form.
14. Complete step 4 through step 8 for all the BMC Remedy ITSM Suite services returned in
your search.
Virtualization administrator role

BMC Change Management includes support for the role of virtualization administrator, and an
optimized view for this role.
A virtualization administrator is similar to a change coordinator. However, the virtualization

administrator typically manages change in a virtualized environment. Managing change can include
managing changes to virtual machines or other elements in the virtualized environment. For
example, a virtualization administrator sees the Virtualization Lifecycle Management view of the
Infrastructure Change form.
Configuring virtualization administrators

The Virtualization Lifecycle Management view provides an optimized view for the virtualization
administrator. This view makes it easier for the virtualization administrator to initiate and manage
change for virtual machines.
To configure virtualization administrators to use the Virtualization Lifecycle Management view, or to

configure a best practice view, you must deploy the view. You can deploy it to any of the following
entities:
Company — Ensures all people in the company see the Virtualization Lifecycle
Management view.
Support Group — Ensures all people in the chosen support group see the Virtualization
Lifecycle Management view. Use this option for a support group that performs virtualization
administration.
Individual — Ensures the specified individual sees the Virtualization Lifecycle Management
view. Use this option if individuals, but not the entire support group, are virtualization
administrators.
Note

To perform the procedures described in this section, you must have AR System
administrator priveleges.
Example
At Calbro Services, the Backoffice Support group performs the role of virtualization
administrator. The following figure illustrates the configured deployment of the
Virtualization Lifecycle Management view to Calbro Service's Backoffice Support group.
In this example, the Service Desk support group uses the Change Best Practice View.
Deploying the Virtualization Lifecycle Management view to a support group
To configure virtualization administrators and best practice view
2. From the Application Settings list, choose Foundation > Advanced Options > View Selection
Framework - Deploy View, and then click Open.
3. In the navigation pane on the left side of the form, select the application name (Remedy
Change Management) and the role (for example, Virtualization Administrator).
4. To deploy the view to a company, perform the following steps:
Note
To deploy a view for use at a company level, you must ensure that all users are
given an access restriction record for the company. This can be done from within
the People form (as described in Adding a support staff person (see page 363)).

By default, a user is given access to the company defined in the Company field of
their people profile record. For this function to work, users must have the matching
company access restriction permission and not just the Unrestricted Access
permission.
a. On the Company Mapping tab, select the company to which you are mapping the
view.
b. If necessary, change the sorting order number.
The sorting order is used when a support group or an individual belongs to more than
one company. A company with a lower sort order value takes precedence over a
company with a higher sort order value.
5. To deploy the view to a support group, perform the following steps:
a. On the Support Group Mapping tab, select the company and organization to which
the support group belongs.
b. From the Support Group list, select the support group.
c. If necessary, change the sorting order number.
The sorting order is used when a support group or an individual belongs to more than
one company. A company with a lower sort order value takes precedence over a
company with a higher sort order value.
Note
If you need to change the sort order after you save the deployment, you
must first delete the deployment by using the Remove button, and then re-
create the deployment with the new sort order number.
6. To deploy the view to an individual, perform the following steps:

a. On the Individual Mapping tab, select the company, organization, and support group
to which the individual belongs.
b. From the People list, select the individual to whom you are mapping the view.
7. To save the deployment, click Add.
8. Close the form and then have the affected users log back in to the application.
Configuring custom views

Views provide different ways of looking at a form. You can change the default view either to one of
the views that are provided out-of-the-box or to deploy a custom view. Your organization can
create custom views for any of the forms accessed by your BMC Remedy Action Request System
applications.
Note

To ensure that the correct view is displayed to the user, the user's company must be
mapped to the required view and their company must be explicitly listed in the Access
Control pane of their people record.
The following table contains a high-level outline of the procedures to perform when you are
configuring views. To configure the application for custom views, perform all of the following
procedures:
Procedure Description
Defining a role (see page 609) Defines the role that you will use later to determine what people see which views.
Mapping a role (see page 610) Maps the role to a company.
Deploying a view (see page 606) Maps either the company, a support group, or an individual to a view.
Defining a role
This is the first procedure you perform to configure the application for custom views.
Note
When you finish performing the procedure described in this section, you must restart the
BMC Action Request System server.
To define a role
2. From the Foundation list, choose Advanced Options > View Selection Framework - View
Definition, and then click Open. The ViewSelectionRoleDefinition form appears.
3. From the Application Name list, select the name of the application for which you are defining
the role.
4. From the Form Name list, select the form that will be displayed in the new view.
5. In the View Name field, type the name of the view you are assigning the role to.
Note
The value you type in the View Name field must match the name of the view that
appears on the form that you specified in step 4.
6. In the Role field, type the name of the role.
Note

6.
You can give the role any meaningful name.
7. Click Save.
8. Close the form and then restart the BMC Remedy Action Request System server.
Mapping a role
When configuring your installation to use custom views, after you define a role, you must map it to
the company that will use it.
To map the role
2. From the Foundation list, choose Advanced Options > View Selection Framework - Define
Alias, and then click Open. The Define Alias form appears.
3. From the Application Name list, select the name of the application for which you are
mapping the role.
4. From the Role list, select the name of the role that you defined in the preceding procedure.
5. From the Company list, select the name of the Company for which you are mapping the
role.
Note
To deploy a view for use at a company level, you must ensure that all users are
given an access restriction record for the company. This can be done from within
the People form (as described in Adding a support staff person (see page 363). By
default, a user is given access to the company defined in the Company field of
their people profile record. For this function to work, users must have the matching
company access restriction permission and not just the Unrestricted Access
permission.
6. Click Add to save the mapping.
Configuring flashboards
These topics describe what you must do to configure the BMC Remedy ITSM flashboards used by
your system.
Configuring ROI flashboards (see page 611)

Configuring KPI flashboards (see page 618)
If you are interested in creating your own flashboards (instead of configuring and using the
flashboards provided with BMC Remedy ITSM), see Creating and managing flashboards.

Configuring ROI flashboards

The ROI console provides a platform from which managers can compare the projected costs
expected in various IT service management operations-prior to implementing BMC Remedy ITSM-
with the actual costs that are incurred after the installation. This information helps managers
determine how much money their operational areas have saved by using the BMC Remedy ITSM
applications. This information is displayed in a series of flashboard graphics.
The ROI data is collected by the ROI flashboard component according to:
The customer company selected by the user from the ROI console
The date range specified by the user from the ROI console
A set of parameters that are configured from the Application Administration console by
someone with ROI Admin privileges
Some of the information used to configure the flashboards includes numbers used by your
organization for creating estimates and projections. If you do not have this information, it typically is
available from the appropriate area manager.
Using the ROI Administration console to configure flashboards (see page 611)
Configuring Cost of Failed Changes (see page 612)
Cost of Failed Changes calculations (see page 613)
Configuring Cost of Incident Handling (see page 614)
Cost of Incident Handling calculations (see page 615)
Configuring Cost of Outages (see page 616)
Cost of Outages calculations (see page 617)
Using the ROI Administration console to configure flashboards

This procedure describes how to use the ROI Administration console to configure flashboards.
Before you begin

To perform the procedures described in this section, you need ROI Admin permissions.
To use the ROI Administration console to configure flashboards
1. From the Application Administration console, click the Custom Configuration tab.
2. From the Application Settings list, choose ROI Console > Configuration > ROI
3. From the ROI Administration console, select the ROI flashboard graph that you want to
configure, and then click Configure Metrics.
For information about configuring the individual ROI flashboards, see the following sections:
Configuring Cost of Failed Changes (see page 612)
Configuring Cost of Incident Handling (see page 614)
Configuring Cost of Outages (see page 616)

Note
The parameters described in these sections are visible as read-only fields in

the flashboards on the ROI console.
4. Select the appropriate configuration parameters, and then click Save.

5. If necessary, configure the other ROI flashboard graph.
Configuring Cost of Failed Changes

In BMC Change Management, unsuccessful change requests are considered failed changes.
The Cost of Failed Changes flashboard graph compares the baseline cost of failed changes that
was estimated prior to implementing BMC Change Management with the actual costs incurred after
the implementation.
Note
See Cost of Failed Changes calculations (see page 613) for a description of the formulas
used to calculate the information that appears in this flashboard graph.
You must configure the following variables for this flashboard:
Variable Value
Company The customer company to which the rest of the parameters described in this section apply. If they apply to all
companies, select Global.
Cost (per The labor cost from addressing failed changes used by your organization to create a baseline estimate. For
hour) example, if your organization estimates that the labor cost of a failed change costs 95 dollars per hour, then enter
95. If your organization estimates that labor cost resulting from failed changes cost 50 euros per hour, then enter
50, and so on. The default setting for this parameter is 100.
Note: This field is an integer field only. You cannot enter a specific currency.
Effort (in The number of hours to recover from a failed change used by your organization to create a baseline estimate.
hours) The default setting for this parameter is 25.
Number of The estimated number of unsuccessful changes, per month, used by your organization to create baseline
Unsuccessful estimates. The default setting for this parameter is 15.
Changes
Effort Input Select from the list as follows:
Specify Effort Estimate — Select this if you want to specify the Effort Estimate. This activates the Effort Estimate
field in the Cost of Failed Changes configuration dialog box. This is the default selection for Effort Input. The
default number of hours is 20.

Variable Value
Use Baseline Effort — Select this if you want the flashboard to use the same value for Effort Input that you
specified in the Effort field. If you believe that the time it takes to recover from a failed change has been
unaffected by the implementation of BMC Remedy ITSM Suite then use this option.
Effort The estimated number of hours to recover from a failed change. Use this parameter to specify an estimated
Estimate (in number of hours to recover from a failed change that is different from the number specified in the Effort field. If
hours) you believe that the time it takes to recover from a failed change is different from the Baseline Effort then use this
option.
Cost of Failed Changes calculations

To calculate the information displayed in the graphs, the ROI flashboard uses data gathered from
the user (by way of the flashboard interface), as well as data from the various configured
parameters.
The formulas used by these calculations are described in the following table.
The values used in the formulas are:
A = Cost (per hour)

B = Effort (in hours)
Note
Although the user can enter a date range that includes a day of the month, the day
of the month is ignored and only the month and the year are considered. For the
purposes of the system calculations, Start Date is always assumed to be the first
day of the selected month and year, and the End Date is always assumed to be
the last day of the selected month and year. For example, if the user entered May
21, 2009, as the Start Date, and July 10, 2009, as the End date, the system uses
May 1, 2009, as the start date and July 31, 2009, as the end date.
D = Number of Unsuccessful Changes (user-provided data in configuration screen)

F = Effort Input
G = Changes that have failed (this number is calculated by the system)
Cost of Incident Handling flashboard calculations
Flashboard graph Formula
Baseline cost of failed changes (PctCstFC) A x B x D =

PctCstFC
Actual cost of failed changes (ActCstFC)
Note: The formula used to calculate the actual cost of failed changes depends on the
parameter that you select in Effort Input.

Specify Effort Estimate A x B x G =

ActCstFC
Use Baseline Effort A x F x G =

ActCstFC
Configuring Cost of Incident Handling

This flashboard graph compares the baseline incident request call handling costs that were
estimated prior to implementing BMC Service Desk: Incident Management with the actual costs
incurred after implementation.
Note
See Cost of Incident Handling calculations (see page 615) for a description of the
formulas used to calculate the information that appears in this flashboard graph.
Variable Value
Company The customer company to which the rest of the parameters described in this section will apply. If they will apply to all
Cost (per The labor cost from incident handling used by your organization to create baseline estimates. For example, if your
hour) organization estimates that the labour cost from incident handling costs 95 dollars per hour, then enter 95. If your
organization estimates that the labor cost from incident costs 50 euros per hour, then enter 50, and so on. The
default setting for this parameter is 100.
Baseline The average number of hours required to handle an incident request used by your organization to create baseline
Effort (in estimates. The default setting for this parameter is 3.
hours)
Estimated The number of incident requests received on a monthly basis used by your organization to create baseline
Requests estimates. The default setting for this parameter is 750.
(per
month)
Effort Select from the following options:

Input
Specify Effort Estimate — Select this if you want to specify the Effort Estimate. This activates the Effort Estimate field
in the Cost of Incident Handling configuration dialog box. This is the default setting for Effort Input, and the default
value is 3.
Use Baseline Effort — Select this if you want the flashboard to use the same value for Effort Input that you specified
in the Baseline Effort field. If you believe that the average incident handling time has been unaffected by the
implementation of BMC Remedy ITSM Suite then use this option.
Calculate Cumulative Effort — Select this if you want the flashboards to calculate the Effort Input value by totaling
the effort of all people who worked on incident requests during the date range specified by the user.

Variable Value
See Cost of Incident Handling calculations (see page 615) for an example of how Calculate Cumulative Effort works.
Note: Use Calculate Cumulative Effort only if your organization is tracking effort in the Incident Management feature
of BMC Service Desk.
Effort The estimated number of hours to complete an incident request. Use this parameter if you want to specify an
Estimate estimated number of hours to complete an incident request that is different from the number specified in the Baseline
(in hours) Effort field. If you believe that average incident handling time is different from the Baseline Effort, then use this
option.
Cost of Incident Handling calculations

the user (by way of the flashboard interface), as well as data from the configured parameters.
A = Cost (per hour)

B = Baseline Effort (in hours)
Note
Although the user can enter a date range that includes a day of the month, the day
of the month is ignored and only the month and the year are considered. For the
purposes of the system calculations, Start Date is always assumed to be the first
day of the selected month and year, and the End Date is always assumed to be
the last day of the selected month and year. For example, if the user entered May
21, 2009, as the Start Date, and July 10, 2009, as the End date, the system uses
May 1, 2009, as the start date and July 31, 2009, as an end date.
D = Estimated Requests (number of)

F = Effort Estimate (in hours)
G = The actual number of incident requests that were closed during the date range specified
by the user (calculated by the system)
H = Cumulative effort of all the people who worked on incident requests during the date
range specified by the user (calculated by the system)
Example

For the date range specified by the user, four incident requests were marked closed.
Three of them each took one person one hour to handle (3 incident requests x 1 person
each x 1 hour, or a total of 3 hours), and one of them took two people each two hours
to handle (1 incident request x 2 people x 2 hours each, or a total of 4 hours). H = 3 +
4, or 7.
Cost of Incident Handling flashboard calculations

Baseline cost of incident handling (ProjCstIH) A x B x D =

ProjCstCH
Actual cost of incident handling (ActCstIH)
Note: The formula used to calculate the actual cost of incident handling depends on the
parameter that you select in Effort Input.
Specify Effort Estimate A x F x G =

ActCstCH
Use Baseline Effort A x B x G =

ActCstCH
Calculate Cumulative Effort A x G x H =

ActCstCH
Configuring Cost of Outages

The Cost of Outages flashboard graph compares the baseline cost of outages that was estimated
prior to implementing BMC Remedy Service Desk with the actual cost incurred after
implementation.
Note
See Cost of Outages calculations (see page 617) for a description of the formulas used to
calculate the information that appears in this flashboard graph.
Variable Value
Company The customer company to which the rest of the parameters described in this section will apply. If they will apply to all
Cost (per The estimated outage cost per minute used by your organization to create baselines estimates. For example, if your
minute) organization estimates that outages cost 95 dollars per minute, then enter 95. If your organization estimates that
outages costs 50 euros per minute, then enter 50, and so on. The default setting for this parameter is 10.
Note: This field is an integer field only. You cannot enter a specific currency.

Variable Value
Monthly The estimated outage minutes per month used by your organization to create baselines estimates. The default
Outages setting for this parameter is 10.
(in
minutes)
Outage Select from the following options:

Input
Calculate Cumulative Outage — Select this if you want the system to use the total number of minutes lost to outages
for the specified date range. This is determined from examining the closed incident request records that also have
related CI Unavailability records. For each CI Unavailability record, the system calculates the duration of the
unavailability and then adds that amount of unavailability to the running unavailability total for the specified date
range. This is the default selection for Outage Input. The Calculate Cumulative Outage option is dependent on Asset
Management.
Specify Estimated Outage — Select this if you want the system to use the number specified in the Estimated Outage
field to calculate the actual outage cost. When you select Specify Estimated Outage, the Estimated Outage field
appears below the Outage Input field. The default value is 100. The Specify Estimated Outage option is not
dependent on Asset Management.
Estimated The estimated outage minutes per month used by your organization to create baselines estimates.
Outage
(in
minutes)
Cost of Outages calculations

the user (by way of the flashboard interface) as well as from the various configured parameters.
A = Cost (per minute)

B = Monthly Outages (in minutes)
C = Number of months calculated by the system, based on user input
Note
Although the user can enter a date range that includes a day of the month, the day of the
month is ignored and only the month and the year are considered. For the purposes of
the system calculations, Start Date is always assumed to be the first day of the selected
month and year, and the End Date is always assumed to be the last day of the selected
month and year. For example, if the user entered May 21, 2009, as the Start Date, and
July 10, 2009, as the End date, the system uses May 1, 2009, as the start date and July
31, 2009, as the end date.
G = The total amount of outages during the date range specified by the user (calculated by
the system).

H = The estimated number of minutes lost to outages on a monthly basis that is used by
your organization for creating baseline estimates.
Cost of Outages flashboard calculations

Baseline Cost of Outages (ProjCstO) A x B = ProjCstO
Actual Cost of Outages (ActCstO)
Note: The formula used to calculate the actual cost of outages depends on the parameter that
you select in Outages Input.
Specify Estimated Outage A x H x C =

ActCstO
Calculate Resolution Time A x H = ActCstO
Calculate Cumulative Outage A x G = ActCstO
Configuring KPI flashboards

The KPI flashboards use graphs to show how well various business processes are performing
against their key performance indicators (KPIs).
Some KPI flashboards present their information in a gauge style graph. Gauge graphs are divided
into three zones, representing the following levels of performance:
Normal-represented by the green line, indicating a normal range of performance

Warning-represented by the yellow line, indicating a normal range of performance, but with
a possible breech of the Alert threshold imminent
Alert-represented by the red line, indicating performance that is in breech of levels deemed
acceptable by your organization
When installed, any given KPI flashboard uses its default values for all of your client companies. To
reflect your environment more accurately, you must change the default values to reflect the service
level agreements in force with your various client companies. If your service level agreements are
the same for each client company, you can update only the global configuration records.
Updating Global configuration records (see page 618)

Creating and updating company-specific configuration records (see page 619)
Updating Global configuration records

Use this procedure to update the gauge thresholds to use the same values for all of your client
companies.
You must perform this procedure for each -Global- gauge configuration record.

To update a Global configuration record
1. Open the Flashboard Configuration form:

a. From the Applications menu on the IT Home page, select Administrator console >
b. Click the Custom Configuration tab.
c. Select Foundation > Key Performance Indicators > Flashboard configuration.
d. Click Open.
2. Click Search.
3. From the search results list, select the -Global- record related to the gauge flashboard that
you are configuring.
4. Update the following parameter values according to the way you need this gauge graph to
report in your environment:
Maximum Range — The highest number of records that is reported by the gauge.
Minimum Range — The lowest number of records reported by the gauge; usually set
to 0.
Warning Threshold — Configures the percentage of the Maximum Range at which
the gauge changes from Normal to Warning, that is, where the line changes from
green to yellow. For example, if you set the Maximum Range to 1000 records and the
Warning Threshold to 75 percent, then the gauge changes from Normal to Warning at
750 records.
Alert Threshold — Configures the percentage of the Maximum Range at which the
gauge changes from Warning to Alert, that is, where the line changes from yellow to
red. For example, if you set the Maximum Range to 1000 records and the Alert
Threshold to 95 percent, then the gauge changes from Warning to Alert at 950
records.
5. Click Save.
Creating and updating company-specific configuration records

Use this procedure to create or update a company-specific configuration record for the gauge
flashboard.
You must perform this procedure for each client-company and gauge-flashboard combination.
To create a company-specific configuration record
1. Open the Flashboard Configuration form:

a. From the Applications menu on the IT Home page, select Administrator console >
b. Click the Custom Configuration tab.
c. Select Foundation > Key Performance Indicators > Flashboard configuration.
d. Click Open.
2. From the Name list, select the name of gauge graph that you want to configure.
3.
3. From the Company list, select the client company for which you are creating the
configuration record.
4. Select or change the following parameter values according to the way you need this gauge
graph to report on the client company that you selected in step 2:
Maximum Range — The highest number of records that is reported by the gauge.
Minimum Range — The lowest number of records reported by the gauge; usually set
to zero.
Warning Threshold — Configures the percentage of the Maximum Range at which
the gauge changes from Normal to Warning, that is, where the line changes from
green to yellow. For example, if you set the Maximum Range to 1000 records and the
Warning Threshold to 75 percent, then the gauge changes from Normal to Warning at
750 records.
Alert Threshold — Configures the percentage of the Maximum Range at which the
gauge changes from Warning to Alert, that is, where the line changes from yellow to
red. For example, if you set the Maximum Range to 1000 records and the Alert
Threshold to 95 percent, then the gauge changes from Warning to Alert at 950
records.
5. Click Save.
Configuring the BMC Remedy ITSM Requester console

The Requester console serves as the front end for the BMC Change Management application and
the Incident Management feature of the BMC Service Desk application. With it, users can quickly
submit change requests or incidents.
Before you can use the Requester console, you must perform various configuration tasks, which
are described in this section.
Note
If your environment is running the BMC Service Request Management application, the
Request Entry console feature of that application replaces the BMC Remedy ITSM
Requester console. For information about BMC Service Request Management, see BMC
Service Request Management .
Access point for the Requester Console custom configuration options (see page 621)
Overview of configuring the BMC ITSM Requester console (see page 622)
Configuring application settings for BMC ITSM Requester console (see page 626)
Configuring summary definitions for the Request Wizard (see page 627)
Configuring surveys in the BMC Remedy ITSM Requester console (see page 628)

Configuring request rules (see page 629)
Access point for the Requester Console custom configuration options

The custom configuration for Requester Console is accessed from the Requester Console
expandable command list on the Custom tab of the Application Administration Console.
Tip
Carefully read the instructions in the rest of this section before using the configuration
commands in the Requester Console expandable list.
Access point for Requester Console custom configuration

Overview of configuring the BMC ITSM Requester console

This topic describes the steps required to set up the Requester Console.
To set up the Requester Console
1. Set up the users.

2. Perform the configuration.
These configuration tasks can be done by an application administrator or another user who has the
required permissions, or several users who have the appropriate permissions for each
configuration task, depending on the size of your organization or your business practices.
Two types of users use the Requester Console: users or requesters, who require support from the
IT organization, and a Requester Console Master user, who can view all users' requests and
troubleshoot requests that have failed or are in error state. Users can also be known or unknown.
Note
To use the Requester Console, you must configure group assignment for the General
event type.
Related topics
Granting users access to the BMC ITSM Requester console

The users of the Requester Console are requesters who need assistance from the IT support staff
to have a change implemented or an incident resolved. The console is the entry point for users to
define, view, update, or cancel service requests. Any member of your organization can be a
requester.
Granting Requester Console access to known users (see page 623)

Granting Requester Console access to unknown users (see page 624)
Note

Granting Requester Console access to known users

When an individual has been defined by a People record, then that individual must be assigned to
the appropriate permission to access the Requester Console.
Known users are those who are defined by a People record.
To use the Requester Console to submit service requests, users must have one of the following
types of permission:
Requester Console Master — This user is responsible for troubleshooting service requests.
The Requester Console Master can view requests submitted by other users. Requester
Console Master permissions automatically give this user Command Event Master
permissions to be able to view events or requests and troubleshoot them.
Note
If the BMC Remedy Service Management application is installed, the Requester Console
Master permission is not available. BMC Service Request Management permissions
replace the Requester console permissions. See Service Request Management
permissions (see page 225) for more information about BMC Service Request
Management permissions.
Registered user — This user has been defined and given login information in the People
form.
Unknown user — Users are considered to be unknown users if they have not been given
login information, even if they have been defined in the People form, or if their Support Staff
status is set to "No" on the people form.
To give known users access to the Requester Console
1. Add the user using the People record and assign the user login information on the People
form. Assign someone the Requester Console Master permission.
2. Set the Tenancy Mode to either Single-Tenancy or Multi-Tenancy mode, depending on the
requirements of your organization. See System settings (see page 375).
Related topics

Granting Requester Console access to unknown users

For unknown users who do not have a BMC Remedy AR System login to be able to access the
Requester Console, the BMC Remedy AR System server Allow Guest User option must be
selected. The Allow Guest User option is available only in single-tenancy mode.
Also, the AR Submitter locked mode option must be selected for users with a read-only license to
respond to surveys. A default People record with a valid BMC Remedy AR System login must be
defined in the application for use by unknown users.
If a user meets any of the following conditions, the user type is "unknown user":
The user has an entry in the People form and in the AR System User form, but does not
have an AR System Login ID in the People form.
The user has an entry in the People form, but does not have an entry in the
AR System User form or an AR System Login ID in the People form. This type of user is
also an AR System Guest User.
The user does not have an entry in the People form, but has an entry in the AR System
User form.
The user does not have an entry in the People form or in the AR System User form. This
type of user is also an AR System Guest User.
Some other factors that control allowing unknown users access to the Requester Console
follow:
Unknown users are not allowed access if the multi-tenancy option is selected. Multi-tenancy
restricts access of data from different companies or business units. For more information
about multi-tenancy, see Multi-tenancy (see page 378).
In addition to setting the Tenancy Mode to Single-Tenancy, the Allow Unknown Users option
must be set to Yes and login information added.
To give unknown users access to the Requester Console
1. Set the following BMC Remedy AR System configuration options on the BMC Remedy AR
System Administration: Server Information form.
a. Select the Allow Guest Users option in the Configuration tab as shown in the
following figure.
Allow Guest Users option in the Server Information form

b. Set Submitter Mode to Locked on the Licenses tab, so users with a read-only
licenses can cancel requests and respond to surveys.
c. Set Submitter Mode to Locked on the Licenses tab as shown in the following figure,
so users with a read-only licenses can cancel requests and respond to surveys.
Submitter Mode option in the Server Information form
d.
d. Set the Allow Unknown Users option to Yes and add login information as described in
Configuring application settings for Requester Console (see page 626).
2. Set the Tenancy Mode to Single-Tenancy. See System settings (see page 375).
Configuring application settings for BMC ITSM Requester console

The Request Management Application Settings form is used to configure general application
settings for the Requester console.
Note
Service Request Management.
Use this form to determine if your organization supports multi-tenancy or usage by a single default
company. If your organization allows unknown users to access the Requester Console to submit
service requests, or whether your organization will use the Requester Console as the front-end
application.
To configure application settings for Requester Console
2. From the Application Settings list, choose Service Request Management > Advanced >
Application Settings, and then click Open.
The Request Management Application Settings form appears.
3. Fill in the fields described in the following table:
Field Description and action
name
Tenancy If Multi-Tenancy appears, your organization uses the Company field for access control.
Mode
Note: If Multi-Tenancy appears, you cannot allow unknown users to access the system; only
registered users are allowed access.
If Single-Tenancy appears, your organization uses a default company.
For more information about setting tenancy mode, see System settings (see page 375).
Company If Single-Tenancy appears, the name of the default company appears in this field.
Allow Select Yes or No only if Single-Tenancy appears in the Tenancy Mode field.
Unknown If Multi-Tenancy appears in the Tenancy Mode field, this field is set to No.
Users If Single-Tenancy appears in the Tenancy Mode field and you select Yes, specify the proxy login
information.
Default Specify the default text that appears in the Request ID column of the My Requests table on the Requester
Request Console before an ID is supplied from the back end application, for example, In process.
ID text


name
This column is filled with the Change (CRQ) or Incident (INC) instance ID. If there is a time lag between the
user's submitting the request and the back end application's creating the request, the default text that you
specify appears.
Enable Select Yes or No.

Requester If you select Yes, the Requester Console is the front end for requesters to submit requests to the
Console back end applications.
If you select No, the requester or support staff must submit requests directly from the Change or
Incident form.
4. Click Save.
Configuring summary definitions for the Request Wizard

Use the Summary Definition form to configure predefined summaries of requests for the Request
Wizard.
The summary items that you configure are available from the Summary list on the Request Wizard.
Requesters are then able to select from the list of summary items when creating their service
requests.
Notes
You need Summary Definition Config or Request Console Master permissions to

configure summary definitions. Users in the Incident Config and Change Config
permission groups automatically inherit Summary Definition Config permissions.
Before configuring summary definitions, make sure that categorization values have been
configured. Categorization is configured on the Operational Catalog Setup form.
To configure summary definitions for the Request Wizard
2. From the Application Settings list, choose Requester Console > Configuration > Summary
Definition, and then click Open. The Summary Definition form appears.
3. Fill in the fields described in the following table:
Field name Description and action
Summary Enter a summary of the request, for example, Reset Password.
Summary Enter or select a category for the summary, for example, Account Access.
Categorization Use summary categorization to group the summaries in a meaningful way to people using the Request
Console. In this example, a user making a request could select Account Access> Reset Password from
the Summary list. The Account Access categorization might also be used for the Create New Account
request.
Company

Field name Description and action
Select the company to which this summary is available. If you want this summary to be available to all
companies, including guest users, select Global.
Request Type Select the request type for this summary definition.
Incident — Summary definitions belonging to the Incident type create a incident requests. (You must
have the Incident Management feature of BMC Service Desk installed.)
Change — Summary definitions belonging to the Change type create change requests. (You must have
the BMC Change Management application installed.)
Impact Select an impact for this summary definition.

The impact depends on how your organization handles the different types of service requests. For
example, the impact level of a service request for installing software on a single user's computer might
be Minor/Localized, while installing software for a department or company might be Significant/Large or
Extensive/Widespread.
System Status Select Active or Inactive.
Tier 1 Select the operational category to which this summary definition belongs. For example, for a summary
definition of Reset Password, the Tier 1 could be Infrastructure Service or Password.
Category is associated with a company, so the category values that appear are those that are available
to your company.
4. Fill in the optional fields described in the following table:

name
Description Enter a description of the summary definition.
Tier 2 If your organization has defined two or three tiers of operational categories, you can further classify the
Tier 3 summary definition. For example, for a Tier 1 of Infrastructure Service, the Tier 2 could be Passwords, and
the Tier 3 could be Exchange Server.
Define Enter keywords for this summary definition.

Keywords The keywords that you define are used to look up possible solutions for incidents from the solution
database. (This is true only if the Problem Management feature of the BMC Service Desk application is
installed and the solution database entry is set to the specific categorization value.)
For example, for a summary definition of Reset Password, a possible keyword could be Password.
5. Click Save.
Configuring surveys in the BMC Remedy ITSM Requester console

Use the Survey Question Configuration form to set up survey questions for your requesters.
Surveys give the Business Service Manager or IT Manager an indication of customer satisfaction
levels and how the BMC Service Desk is performing.
You can configure a survey for a specific company or select Global to make the survey available to
all companies.
Note
You must have Requester Console Config or Requestor Console Master permissions to
access this form.

Requester console. For information about surveys in BMC Service Request Manager, see
Setting up surveys and viewing results.
To configure surveys for the BMC Remedy ITSM Requester console
2. From the Application Settings list, choose Requester Console > Configuration > Survey
Configuration, and then click Open. The Survey Question Configuration form appears.
3. Select the company to which this survey applies, or select Global to make this survey
available to all companies.
4. For Request Type, select Change or Incident. The survey is specific to the specified request
type, either change or incident. (The application must be installed for the appropriate
request type to appear.)
If users select a summary definition that is mapped to the change request type, they
receive the survey if the Request Type is set to Change.
If users select a summary definition that is mapped to the incident request type, they
receive the survey if the Request Type is set to Incident.
5. In the four Question fields, enter questions to which you want requesters to respond. Only
one question is required, but you can enter up to four questions.
6. Click Save.
Note
The Remedy Mid Tier URL for survey notifications must be customized for your
environment. For further information, see Customizing the out-of-the-box survey
notification URL (see page 302).
Configuring request rules

Use the Request Rules form to set up rules around auto-close of requests and surveys on a per-
company basis.
Notes
You must have Requester Console Config or Requester Console Master permissions to
access this form.

Requester console. For information about configuring survey rules in BMC Service
Request Management, see Defining behavior rules for surveys.
To configure request rules
2. From the Application Settings list, choose Requester Console > Requester Console Options
> Rules, and then click Open. The Request Rules form appears.
3. To modify an existing rule, search for it. The BMC Remedy ITSM installation includes global
request rules, which apply to all companies. For the global request rules, the company is
specified as Global.
4. Select the company to which this rule applies.
6. Define survey rules:
Enable Survey — Select Yes if you want requesters to receive surveys after their
requests have been resolved.
Last Surveyed Days — To encourage participation in surveys and avoid overloading
requesters with too many surveys, select the number of days between the distribution
of surveys. For example, if you select 7, seven days will elapse before the next
survey is distributed.
7. Optionally enter a description.
8. Click Save.
Configuring the Distributed Server Option (DSO) Service for BMC Remedy ITSM
These topics describe how to implement the BMC Remedy Distributed Server Option (BMC
Remedy DSO) with the following applications in the BMC Remedy IT Service Management Suite
(BMC Remedy ITSM Suite):
BMC Asset Management application

BMC Change Management application
BMC Service Desk solution (which includes the Incident Management and the Problem
Management features)
The applications run in conjunction with the BMC Remedy Action Request System (BMC Remedy
AR System) server and share a common database. All applications use data from the BMC Atrium
Configuration Management Database (BMC Atrium CMDB) application. Making the configuration
changes described in this section helps your forms transition smoothly to a new distributed
environment.
Note

Before attempting the procedures in this section, you should be familiar with distributed
server operations. For information about BMC Remedy DSO, see Configuring BMC
Remedy Distributed Server Option. For information about BMC Remedy DSO and the
BMC Atrium CMDB, see Implementing Distributed BMC Atrium CMDB (see page 630).
Configuring forms to use DSO unique prefixes (see page 631)

DSO implementation with BMC Remedy ITSM applications (see page 635)
BMC Remedy ITSM regular forms as a DSO reference (see page 642)
DSO forms reference (see page 643)
Configuring forms to use DSO unique prefixes

When you are using a distributed environment that has more than one AR System server that can
create records, the servers might create records with the same ID. It is important, therefore, to
make sure that the servers create records with unique IDs. To do this, you create a record ID prefix
that is unique to the AR System server that created it. For example, in a two-server environment
where the servers are named Server 1 and Server 2, change the prefix for incident request records
on Server 1 from the default INC to S1INC and on Server 2 to S2INC. This lets your system
distinguish between incident records that were created on Server 1 and Server 2.
You can use different prefixes to identify tickets for different companies. For example, an AHD
prefix identifies incident tickets for ABC Corp, and an XHD prefix identifies incident tickets for XYZ
Company.
To assign unique prefixes to records, you must first configure the BMC Remedy AR System server
to use custom prefixes. How to do this is described in the following procedure. After you configure
the BMC Remedy AR System server, you then create the custom ID prefix for the forms to use.
How to do this is described in " To create a custom form ID prefix ," which follows.
Warning
Do not create unique prefixes using this method if you are configuring a Hub and Spoke
environment. Instead, use the Hub and Spoke Prefix Manager (see page 699) to create
the unique prefixes.
To configure forms to allow unique prefixes (see page 632)

To create a custom form ID prefix (see page 632)

To configure forms to allow unique prefixes
1. From your browser, log in to the BMC Remedy AR System server through BMC Remedy
Mid Tier.
Log in using an ID with application administrator privileges.
Configuration Settings - System Settings, and then click Open.
4. To enable the capability to define unique prefixes for records, select Enable User Defined
Prefix.
5. Click Save. All configurations and settings are now available for use.
To create a custom form ID prefix
1. From your browser, log int o the BMC Remedy AR System server through BMC Remedy
Mid Tier.
Log in using an ID with application administrator privileges.
2. In the browser's address bar, type the following URL and then press Enter:
http://<mid-tierServer>/arsys/forms/<ARserverName>/SHR:SchemaName
Note
The SHR:SchemaNames form opens in the Object list.
3. Search for the schema that requires a custom prefix by typing the form name in the Schema
Name field on the search form.
See Forms that require a prefix (see page 633) for a complete list of forms by application
that require this step.
4. Select the Form Lookup tab.
5. In the User Defined Prefix field enter up to five characters.
7. Repeat step 3 (see page 632) to step 6 (see page 632) for all forms that require a custom
prefix.
8. Log in to either BMC Remedy Administrator tool or BMC Remedy Developer Studio,
depending on the version of BMC Remedy ITSM suite you are using. BMC Remedy
Developer Studio is available with BMC Remedy ITSM version 7.5.00 and later.
9. Open a form that uses custom prefixes. This should be one of the forms that you modified in
the preceding steps.
10. Do one of the following, depending on whether you are using BMC Remedy Administrator
Tool, or BMC Remedy Developer Studio.

10.
BMC Remedy Administrator Tool BMC Remedy Developer Studio
a. Open the Field Properties dialog box by selecting field ID a. In the Outline tab, select field ID 1.
1 from the ID Field list on the toolbar, and then clicking b. In the Properties tab, select the Default Value
the Field Properties button. property, click its ellipsis button, enter the
b. Select the Attributes tab, and change the default field custom prefix, and then click OK.
values to specify the new custom prefix that you
specified on the SHR:SchemaNames form.
Note
If field ID 1 is not in the view, you must bring the field into the view. Be sure to
remove it from the view when you finish. The field ID 1 names are listed in Forms
that require a prefix (see page 633).
11. Close the Field Properties tab or the Properties window.

12. Save the form and close it.
13. Repeat steps step 9 (see page 632) to step 12 (see page 633)for all forms that are listed in
Forms that require a prefix (see page 633).
Note
You must add a custom prefix to the files listed in Forms that require a prefix (see
page 633). BMC recommends, however, that you apply a custom prefix to all forms
used in your DSO implementation.
After each form has custom prefix settings, you must recache the form data. After you do this, the
distributed environment is ready to use.
Forms that require a prefix
Form Field ID 1 Default

Prefix
BMC Asset Management forms
AST:CI Unavailability CI Unavailability ID AOT
AST:CMDB Associations Associations ID AAA
AST:PurchaseOrder Order ID PO
AST:PurchaseRequisition Requisition ID PR
AST:PurchaseRequisitionWorkLog Work Log ID PWL
AST:WorkLog Work Log ID AWL


Prefix
BMC Change Management and Release Management forms
CHG:Associations Associations ID CHA
CHG:CFG Ticket Num Generator Request ID CRQ
CHG:Infrastructure Change Request ID CRQ
CHG:Template CHG Template ID CTP
CHG:Template Associations Associations ID CTT
CHG:TemplateSPGAssoc TemplateSPGAssoc ID CTE
CHG:WorkLog Work Log ID CWL
RMS:Associations (Not used in BMC Remedy ITSM 7.0. xx ) Associations ID RLM
RMS:CFG Ticket Num Generator (Not used in BMC Remedy ITSM 7.0. xx ) Request ID RLM
RMS:Template (Not used in BMC Remedy ITSM 7.0. xx ) RMS Template ID RTP
RMS:Template Associations (Not used in BMC Remedy ITSM 7.0. xx ) Associations ID RTT
RMS:WorkLog (Not used in BMC Remedy ITSM 7.0. xx ) Work Log ID RWL
BMC Service Desk: Incident Management and BMC Service Desk: Problem
Management forms
HPD:Associations Associations ID HAS
HPD:CFG Ticket Num Generator Incident Number INC
HPD:Help Desk Entry ID INC
HPD:Help Desk Assignment Log HPD Assignment Log ID HDA
HPD:Template HPD Template ID HTP
HPD:Template Associations Associations ID HTT
HPD:WorkLog Work Log ID WLG
PBM:CFG PI TicketNumGenerator Request ID PBI
PBM:Problem Investigation Sys-Problem Investigation PBI

ID
PBM:CFG KE TicketNumGenerator Request ID PKE
PBM:Known Error Sys-Known Error ID PKE
PBM:CFG KDBTagNumGenerator Solution Database Tag SDB

Number
PBM:Solution Database Request ID SDB
PBM:Investigation Assgnmt Log PBI Assignment Log ID PAL
PBM:Investigation Associations Associations ID PAS
PBM:Investigation WorkLog Work Log ID PIW


Prefix
PBM:Known Error Associations Associations ID KEA
PBM:Known Error WorkLog Work Log ID WKE
PBM:Solution DB Alias Knowledge Database Alias KDA

ID
PBM:Solution DB Associations Associations ID KBA
PBM:Solution WorkLog Work Log ID KDW
PBM:Template PBM Template ID PMT
Foundation and Common forms
AAS:Activity (Not used in BMC Remedy ITSM 7.0. xx ) Request ID AAS
AAS:ConfigurationTicketNumGenerator (Not used in BMC Remedy ITSM 7.0. xx ) WOI_Number AAS
AAS:Template (Not used in BMC Remedy ITSM 7.0. xx ) AAS Template ID ATP
AAS:WorkInfo (Not used in BMC Remedy ITSM 7.0. xx ) Work Log ID AWI
COM:Company Company Entry ID CPY
COM:Company Alias Company Alias ID CPA
CTM:People Person ID PPL
CTM:Region Region ID RGN
CTR:Contract_Relationship (Not used in BMC Remedy ITSM 7.0. xx ) Relationship ID CRE
CTR:Rights_Granted (Not used in BMC Remedy ITSM 7.0. xx ) Request ID CRG
CTR:Terms_Conditions (Not used in BMC Remedy ITSM 7.0. xx ) Request ID TAC
CTR:WorkLog (Not used in BMC Remedy ITSM 7.0. xx ) Work Log ID CWL
SIT:Site Site ID STE
SIT:Site Alias Site Alias ID STA
TMS:Task Task ID TAS
DSO implementation with BMC Remedy ITSM applications

This section guides you through implementing DSO in a BMC Remedy ITSM environment.
Transferring data using DSO (see page 636)

Deleting data using DSO (see page 640)
The following points provide a few examples of how BMC customers have implemented DSO with
BMC Remedy ITSM applications:
Transfer data for a set of forms to the target server without transferring other, unrelated,
data (for example, transferring only incident (help desk) and related forms).

Create staging forms on both the source and target servers and create DSO workflow to
transfer data between the staging forms. Create additional custom workflow to transfer the
data from the staging forms to the other required forms.
Transfer data of a complete application to the target servers for scenarios such as data
replication, archiving, or reporting.
Note
Regardless of your implementation type, for DSO to work with your BMC Remedy ITSM
and non BMC Remedy ITSM forms, you must create distributed transfer and delete filters,
and distributed mappings, that are specific for each form.
Transferring data using DSO
Note
Before attempting the procedures in this topic, you should be familiar with distributed
operations. For detailed information about performing individual distributed operations,
see Setting up DSO to synchronize data across multiple AR System servers .
To transfer data (see page 636)

Audit forms handling (see page 637)
To manage data in an audit form (see page 638)
Association forms data (see page 638)
Product Catalog form handling (see page 639)
Notification forms handling (see page 639)
Software License Management (SWLM) rules engine forms handling (see page 639)
BMC Remedy ITSM application merge filters (see page 640)
Merge filters used when user is DSO (for distributed transfer) (see page 640)
To transfer data
In BMC Remedy Developer Studio, perform these steps on the source server to transfer data.
1. Create distributed mappings for the forms by specifying the fields to be transferred. The
mapping can be based on matching IDs, field name, or custom field mappings.
Tip

If you are mapping a source form to a destination form that has the same number
of fields and that use the same field IDs as the source form, base the mappings on
matching IDs.
2. Create a DSO filter, specifying Transfer for the DSO action.

For all forms identified in DSO Forms reference (see page 643) the only required
qualification for the distributed transfer filter, is: 'z1D Action' != "DELETE". This
qualification prevents processing of any modify filters that execute for that keyword
on the source server.
You can set the filter to execute on Submit and Modify with no other specific
qualification condition if the scenario is data replication through DSO from one server
to another.
You can use an additional qualification to support your use case. For example, if you
want to just transfer only closed incident tickets, you can qualify the filter to execute
only when Status = Closed.
You can create multiple distributed transfer filters, with each filter based on a specific
use case scenario.
Audit forms handling

Through auditing, you can keep track of changes to data in any form (except display-only forms).
If you have at least one field configured for auditing on a form, data in a main form can be recorded
in an audit form or log form when any of the following actions occur:
A new entry is created on the form.

An entry is deleted on the form.
Any audit field on the form is modified.
Data is merged into a form.
Auditing requires configuration at the following levels:
Form level — Enable auditing for a form, specify an audit style, and specify the name of the
form that contains the audited data. If the audit form does not exist, BMC Remedy AR
System creates it.
Field level — Specify whether a field should be:
Audited — A change to the field triggers audit processing.
Copied — The field value is copied to the corresponding field in the audit form if the
audit field is triggered. Audit fields that have not changed are not copied.
Audited and copied — The field triggers an audit if the field is changed. If it is not
changed, it is still copied.
You can selectively audit entries by providing an audit qualification. If the audit qualification fails,
the audit does not occur (even if the values of audit fields have changed).

For more information about auditing see Auditing changes to data.

To manage data in an audit form
1. Log in to BMC Remedy Administrator Tool, or BMC Remedy Developer Studio.

2. Open the form for which you want to manage audit data.
3. Click Form > Form Properties. The Form Properties dialog box opens.
4. Select the Audit property:
(BMC Remedy Administrator Tool) In the Form Properties dialog box, click the Audit
tab.
(BMC Remedy Developer Studio) Select Audit property on the left side of the Form
Properties dialog box.
The audit form gets records from parent forms based on their audit settings. When
data is inserted or modified in the audited fields on the form, an audit record is
created in the specified audit form.
5. Add the $USER$!= "Distributed Server" condition to the Qualification field for the parent
form audit properties. This qualification ensures the audit form records are transferred to the
target server through the DSO filters only.
If your business requires you to copy the audit record from your source server to the target server,
you must create separate distributed transfer filters for the audit data. The following table lists the
BMC Remedy ITSM parent form and the associated Audit form.
Parent forms and corresponding audit forms
Parent form name Audit form name
HPD:Help Desk HPD:Associations HPD:HelpDesk_AuditLogSystem
CTM:People CTM:AuditLogSystem
PBM:Problem Investigation PBM:Solution Database PBM:Known Error PBM:Problem_AuditLogSystem
AST:PurchaseLineItem AST:PurchaseOrder AST:CI Unavailability AST:Configuration AST:AuditLogSystem
CHG:Infrastructure Change CHG:Associations CHG:

ChangeRequest_AuditLogSystem
CTR:ContractBase CTR:AuditLogSystem
TMS:Association TMS:Flow TMS:FlowTemplate TMS:Task TMS:TaskGroup TMS: TMS:AuditLogSystem

TaskTemplate TMS:Variable
New in 7.5.0 x
RMS:Release RMS:AuditLogSystem
AAS:Activity AAS:AuditLogSystem
Association forms data

You can transfer data for an association form, such as HPD:Associations or PBM:Investigation
Associations, from the source servers as long as the target server has the same form. Otherwise,
the association records do not work.
Product Catalog form handling
If you create a distributed transfer filter for the PCT:Product Catalog form, include the following
qualification in the Run If DSO filter condition.
NOT (
(( 'Product Name' = $NULL$ ) AND ( 'z1D Char02' != $NULL$ ) AND ( 'z1D Char02' != 'Pro
duct ID') AND ($USER$ != "Distributed Server" ))
OR
((( 'Product Name' = "BMC_UNKNOWN" ) OR ( 'Manufacturer' = "BMC_UNKNOWN" )) AND ( 'z1D
Char02' != $NULL$ ) AND ( 'z1D Char02' != 'Product ID') AND ($USER$ != "Distributed
Server" ))
OR
(( 'Product Name' != $NULL$ ) AND ( 'Product Name' != "BMC_UNKNOWN" ) AND ( 'Manufactu
rer' != $NULL$ ) AND ( 'Manufacturer' != "BMC_UNKNOWN" ) AND ( 'z1D Char02' !=
$NULL$ ) AND ( 'z1D Char02' != 'Product ID') AND ($USER$ != "Distributed Server" )) OR
( 'z1D Action' = "DELETE" )
OR
( 'z1D Action' = "PDLDELETE" )
)
The qualification is necessary to prevent the following distributed transfer filters from executing
when validation filters modify data in the PCT:Product Catalog records:
PCT:PDC:ChkCategoryIndex_011_Delete
PCT:PDC:ChkProductIndex_013_BMC_UNKNOWN_Delete
PCT:PDC:ChkProductIndex_016_Delete
Notification forms handling

The following notification forms process transactions and do not store data. No distributed transfer
workflow is required for these forms.
NTE:Notifier Log
NTE:SYS-Define NT Events
NTE:SYS-Group NT Control
NTE:SYS-Individual NT Control
NTE:SYS-NT Process Control
Software License Management (SWLM) rules engine forms handling
Note
This section applies only to BMC Remedy ITSM 7.5.00 and later.

The following rules engine forms process transactions and do not store data. No distributed
transfer workflow is required for these forms.
RLE:LoadRule
RLE:LoadRuleSet
RLE:LoadRuleSetType
RLE:LoadRunTag
RLE:LoopRuleSpecificData
RLE:RuleEngineFireInterface
BMC Remedy ITSM application merge filters

When a distributed transfer filter executes on the source form on the source server, the data is
transferred to the target form on the target server and any merge filters on the target form are
executed.
Merge filters used when user is DSO (for distributed transfer)
Not all out-of-the-box BMC Remedy ITSM application merge workflow is required to execute on a
DSO transaction. To save processing time, BMC has identified and qualified the merge filters
necessary to execute if the user is Distributed Server for a distributed transfer.
This fix is in BMC Remedy ITSM 7.0.x patch009 and the BMC Remedy ITSM 7.5.00 release or
later.
The filters are divided into the following categories:
Filters that execute on merge.

Filters that execute on Submit, Modify, or Delete with merge combinations.
Deleting data using DSO
Note
Before attempting the procedures in this section, you should be familiar with distributed
operations. For detailed information about performing individual distributed operations,
see Setting up DSO to synchronize data across multiple AR System servers .
To delete data (see page 640)

Audit forms handling (see page 641)
Notification forms handling (see page 641)
Software License Management (SWLM) rules engine forms handling (see page 641)
BMC Remedy ITSM application delete filters (see page 642)
To delete data

In BMC Remedy Developer Studio, perform these steps on the source server to delete data.
1. Create distributed mappings for the forms based on matching IDs, field names, or custom
field mappings. Set these only once for each form that you want to use with DSO.
2. Create filter workflow for the DSO action to specify the Distributed Delete.
The only required qualification for a DSO delete filter is $USER$ != "Distributed
Server". In a two-way distributed environment, where the target also has the DSO
delete filters, this qualification prevents processing of the DSO delete filter in the
target server.
You can set the filter to execute on Delete with no Run If qualification if the scenario
is data replication through DSO from one server to another.
You can create more than one DSO delete filter for different specific use case
scenarios of how and when you want to delete data.
Audit forms handling

The audit log entries are not deleted in BMC Remedy ITSM applications. In addition, an audit log
record is created when the parent record is deleted. If you have a business requirement to delete
audit log entries when the parent record is deleted, create custom filters for the parent form on the
source server as well as the target server. The following process describes how to create the
custom filters.
1. The parent form filter qualification should contain $USER$ != Distributed Server and should
execute on Delete.
2. The custom filters qualification should contain $USER$ != Distributed Server and should
execute on Delete.
3. After the record is deleted from the parent form on the source server, the custom filter
removes the record in the audit log form.
4. On the target server, the DSO filter removes the entry in the parent form and the audit log
form DSO filter removes the entry in the audit log form.
Notification forms handling

The following notification forms process transactions and do not store data. No DSO delete
NTE:Notifier Log
NTE:SYS-Define NT Events
NTE:SYS-Group NT Control
NTE:SYS-Individual NT Control
NTE:SYS-NT Process Control
Software License Management (SWLM) rules engine forms handling
Note

This section applies only to BMC Remedy ITSM 7.5.00 and later.
The following rules engine forms process transactions and do not store data. No DSO delete
RLE:LoadRule
RLE:LoadRuleSet
RLE:LoadRuleSetType
RLE:LoadRunTag
RLE:LoopRuleSpecificData
RLE:RuleEngineFireInterface
BMC Remedy ITSM application delete filters

The DSO delete filters on the source server execute on a Delete action and delete the records on
the target server for the respective forms.
As the DSO delete filter removes the target records, a skip workflow is introduced in the BMC
Remedy ITSM applications to prevent the out-of-the-box delete filters for those forms from
executing.
The SHR:SHR:SkipDeleteFiltersFor_DSO_User filter is available with BMC Remedy ITSM 7.0.x

patch 009 or later and BMC Remedy ITSM 7.5.00 or later.
BMC Remedy ITSM regular forms as a DSO reference

The following table shows the type of forms, by each BMC Remedy ITSM application, that are
required when you use DSO with BMC Remedy ITSM. Information in each cell refers to the
appropriate form section in DSO forms reference (see page 643).
Note
To synchronize the foundation data on your target server only once without using DSO,
you do not need to create distributed mappings and filters for the forms listed in
Foundation and Common forms (see page 644). If, however, your business must always
synchronize the foundation data on your source server with the data on your target
server, you need distributed mappings and filters for the Foundation and Common forms.
Form types required by BMC Remedy ITSM applications
BMC Service Desk BMC Change Management BMC Asset Management
Foundation and Common forms. See Foundation and Common forms. See Foundation and Common forms. See
Foundation and Common forms (see Foundation and Common forms (see Foundation and Common forms (see page 644
page 644). page 644). ).

BMC Service Desk BMC Change Management BMC Asset Management
Command Automation Interface Command Automation Interface (CAI) Command Automation Interface (CAI) forms.
(CAI) forms. See CAI forms (see forms. See CAI forms (see page 652). See CAI forms (see page 652).
page 652).
Service Request forms. See BMC Service Request forms. See BMC Contract Forms (part of BMC Asset
Service Request Management forms Service Request Management forms Management). See Contract Management
(see page 652). (see page 652). forms (see page 657).
Task Management System forms. Task Management System forms. See Software License Management (SWLM) Rules
See Task Management System forms Task Management System forms (see Engine forms. See Software License
(see page 653). page 653). Management Rules Engine forms (see page
657).
Incident Management forms (part of BMC Change Management forms. See

BMC Service Desk). See Incident Change Flashboards forms (part of
Management forms (see page ). Change Management) (see page ).
Problem Management Forms (part of Change Flash Boards forms. See

BMC Service Desk). See Problem Change Flashboards forms (part of
Management forms (see page 661). Change Management) (see page ).
Release Management forms. See

Release Management forms (see page
659).
Forms introduced in BMC Remedy

ITSM 7.5.0 x
Release Management forms. See Software License Management (SWLM) Rules

Release Management forms (see page Engine Form. See Software License
). Management Rules Engine forms (see page
657).
Note
BMC Service Desk includes the Incident Management and Problem Management
features.
DSO forms reference

The following tables list, by application or module:
All regular forms used by the application or module

The version of the BMC Remedy ITSM Suite in which the form was introduced
Whether the distributed transfer qualification 'z1D Action' != "DELETE" is required in the
form, as outlined in Create a DSO filter, specifying Transfer for the DSO action (see page
637)
Note

The forms listed in the following tables were present in the version 7.0.03 release of BMC
Remedy ITSM Suite, unless otherwise noted by a subsequent version number in the
"Initial version if introduced after version 7.0.03" column.
This topic has information for the following DSO forms:
Foundation and Common forms (see page 644)

CAI forms (see page 652)
BMC Service Request Management forms (see page 652)
Task Management System forms (see page 653)
BMC Asset Management forms (see page 654)
BMC Software License Management Rules Engine forms (see page 657)
Contract Management forms (see page 657)
BMC Change Management forms (see page 658)
Change Flashboards forms (see page 659)
Release Management forms (see page 659)
BMC Service Desk: Incident Management forms (see page 660)
BMC Service Desk: Problem Management forms (see page 661)
Foundation and Common forms
Form name Initial version if introduced after Z1D_Action field - required in distributed transfer
version 7.0.03 qualification workflow
APR:Approver Lookup Yes
APR:Non-ApprovalNotifications Yes
APR:SYS-ApprovaDefinitionAlias Yes
APR:SYS-Approval Definition Yes
APR Phase Company No
APR:Application Registration 7.6.00 No
APR:Approval Action 7.6.00 No
APR:Approval Chain 7.6.00 No
APR:Approval Chain Element 7.6.00 No
APR:Approval Chain Element 7.6.00 No

Status
APR:Approval Chain Status 7.6.00 No
APR:Field Value Pair 7.6.00 No
APR:NextApproverList No
AST:AppSettings Yes
AST:Attachments Yes

AST:AssetPeople Yes
AST:CILifeCycleStatus Yes
AST:CMDB Associations Yes
AST:WorkLog Yes
AST:AssetCost No
AST:ConfigReorderLevels No
AST:DeleteAssets No
AST:Install_ASI No
AST:Inventory Transactions No
AST:InventoryQuantity No
AST:MenuItem_LT No
AST:Impacted Areas No
CBK:ChargeBackStatusMessages Yes
CBK:ConfigCBKTimePeriods Yes
CBK:GenerateChargeBackStatus Yes
CBK:TimePeriods Yes
CFB:FlashboardData Yes
CFB:FlashboardUserView Yes
CFG:Assignment Yes
CFG:AssignmentProcessMapping Yes
CFG:Attachments Yes
CFG:Broadcast Yes
CFG:Broadcast Association Yes
CFG:BroadcastHistory No
CFG:BroadcastSPGAssociation Yes
CFG:Business Holidays Storage Yes
CFG:Catalog Mapping Yes
CFG:CountryCurrency Yes
CFG:Decision Tree Yes
CFG:Decision Tree-Branch Yes
CFG:Generic Catalog Yes
CFG: Yes
GenericCompanyModuleAssoc

CFG:GenericProdServiceAssoc Yes
CFG:Geography City Yes
CFG:Geography Country Yes
CFG:Group Event Mapping Yes
CFG:GroupEventMapKDBAssoc Yes
CFG:GroupEventMapScriptAssoc Yes
CFG:MenuItems Yes
CFG:Script Attachments Yes
CFG:Scripts Yes
CFG:Service Catalog Yes
CFG:Service Catalog Assoc Yes
CFG:Time Zone Yes
CFG:WorkLog Yes
CFG:Escalation No
CFG:Geography State/Province No
CFG:HTMLCatalog No
CFG:Inbox 7.5.00 No
CFG:InboxPreferences 7.5.00 No
CFG:PeopleITSkills No
CFG:Pred/Succ Associations No
CFG:ReminderNotifications No
CFG:Reminders No
CFG:WatchList 7.5.00 No
COM:Company Yes
COM:Company Alias Yes
CTM:CFG-ApplicationPreferences Yes
CTM:Login ID Yes
CTM:People Yes
CTM:People Attachments Yes
CTM:People Attributes Yes
CTM:People Benefit Info Yes
CTM:People Education Yes

CTM:People HR Attendance Mgmt Yes
CTM:People HR Time Management Yes
CTM:People IT Skills Yes
CTM:People Organization Yes
CTM:People Permission Groups Yes
CTM:People Profile Yes
CTM:People Template Yes
CTM:People Template NTE Yes
CTM:People Template PG Yes
CTM:People Template SG Yes
CTM:People Travel Profile Yes
CTM:People Wallet Yes
CTM:People WorkLog Yes
CTM:People_Template_SFR 7.5.00 Yes
CTM:PeoplePermissionGrpUnique Yes
CTM:Profile Definition Yes
CTM:Region Yes
CTM:Support Group Yes
CTM:Support Group Alias Yes
CTM:Support Group Assignments Yes
CTM:Support Group Association Yes
CTM:Support Group On-Call Yes
CTM:Support Group Shift Assoc Yes
CTM:Support Group Shifts Yes
CTM:SupportGroupFunctionalRole Yes
CTM:SYS-Access Permission Grps Yes
CTM:Ticket Associations Yes
COM:Company- No
DynamicTableValues
CTM:Audit Filters No
CTM:PostalCodes No
FIN:ConfigCostCategory Yes
FIN:ConfigCostCentersRepository Yes

FIN:ConfigCostRates Yes
FIN:ConfigRules Yes
FIN:CostCategoryRepository Yes
FIN:CostCenterUDAAssociations Yes
FIN:Costs Yes
FIN:Payments 7.5.00 Yes
FIN:TemplateCosts Yes
FIN:Association No
Group No
KPI:DataCollection 7.6.00
KPI:FlashboardConfig 7.6.00
KPI:FlashboardData 7.6.00
ROI:CFG_AssetROIConfig 7.6.00
ROI:CFG_ChangeROIConfig 7.6.00
ROI:CFG_IncidentROIConfig 7.6.00
ROI:ConfigurationConsole 7.6.00
NTE:CFG-Country Code Option Yes
NTE:CFG-Notification Events Yes
NTE:CFG-NT Events NonSupport Yes
NTE:CFG-Numeric Pager Prefix Yes
NTE:CFG-Pager Service Config Yes
NTE:Notifier Yes
NTE:SYS:GroupNumberGenerator 7.5.00 Yes
NTE:SYS: 7.5.00 Yes

NonGroupNumberGenerator
PCT:ModelVersion Patch Yes
PCT:Product Alias Yes
PCT:Product Catalog Yes
PCT:Product Cost Yes
PCT:Product Distribution Yes
PCT: Yes
ProductCatalogAliasMappingForm
PCT:ProductCompanyAssociation Yes

PCT:ProductCreateInterface 7.5.00 Yes
PCT:ProductKey 7.5.00 Yes
PDL:MenuItems Yes
PDL:SoftwareLibraryItem Yes
PCT:OSPlatformMenuItems 7.5.00 No
PCT: 7.5.00 No
PatchCompanyAssocStatusFlags
PCT:Product M/V Utilization No
PCT:Product Model/Version No
PCT:Signature 7.5.00 No
PCT:SignatureProductAssociation 7.5.00 No
PCT:TrustedDataset No
PCT: 7.5.00 No
VersionCompanyAssocStatusFlags
PDL:ApplicationSettings 7.5.00 No
PDL:Attachments No
PDL:CloneEntry No
PDL:ESIDappfiles No
PDL:ESIDappfilesCustom No
PDL:ESIDapps No
PDL:ESIDappsCustom No
PDL:ESIDfiles No
PDL:ESIDfilesCustom No
PDL:ESIDImportStatus 7.5.00 No
PDL:ESIDmanufacturer No
PDL:ESIDmanufacturerCustom No
PDL:ESIDsignature 7.5.00 No
PDL:ESIDsignatureCustom 7.5.00 No
PDL:ESIDsignatureProduct 7.5.00 No
PDL:ESIDsignatureProductCustom 7.5.00 No
PDL:ESIDsuiteapps No
PDL:ESIDsuiteappsCustom No
PDL:ESIDsuites No

PDL:ESIDsuitesCustom No
PDL:ESIDversioninfo No
PDL:ESIDversioninfoCustom No
PDL:File No
PDL:PD_FilesLookup No
PDL:SLIInterface_Create No
PDL:Suite_PDAssociation No
PDL:VendorVersion No
Roles No
SIT:Site Yes
SIT:Site Alias Yes
SIT:Site Company Association Yes
SIT:Site Group Yes
SIT:Site Group Logical Assoc Yes
SIT:Site Zone Yes
SYS:Advanced Search Form List Yes
SYS:Application CleanUp Yes
SYS:Association Type Assoc Yes
SYS:Association Types Yes
SYS:Attribute Permission Group Yes
SYS:Attribute Setup Yes
SYS:ComputedGroupDefinitions Yes
SYS:Date Time Query Rules Yes
SYS:Form Field Selection Yes
SYS:Menu Items Yes
SYS:Menu_With_Permissions 7.6.00 Yes
SYS:Message Box Yes
SYS:NAV Permission Groups Yes
SYS:Notification Messages Yes
SYS:Predefined Queries Yes
SYS:Reported Source Yes
SYS:Request Actions Assoc Yes

SYS:Request Types Yes
SYS:Request Types Associations Yes
SYS:Schema Sort Yes
SYS:Status Query Rules Yes
SYS:Status Reason Menu Items Yes
SYS:Status Transition Rules Yes
SYS:System Settings Yes
SYS:TMP-WorkForm Yes
SYS:User Initialization Yes
SYS:Attachments No
SYS:Clipboard No
SYS:Customize Fields No
SYS:Escalation No
SYS:SelectionFieldFormMapping No
SYS:SelectionFieldLibrary No
SYS:SLM:EventSchedule_Clone No
SYS:SLM:Measurement_Clone No
SHR: No
ARDBC_OverviewConsoleTemplate
SHR:ARDBCEnumLookup No
SHR:ARDBCFields No
SHR:ARDBCForms No
SHR:PicklistDefinition No
SHR:SchemaNames No
SHR:StringCatalog No
VIS:Help Yes
VIS:Process Yes
VIS:ProcessAcceleratorItem Yes
VIS:ProcessAcceleratorItemView 7.5.00 Yes
VIS:ProcessStage Yes
VIS Process Stage No
VIS Process Stage 2 No

VIS:ProcessFlowStructureSetup No
VIS:ProcessStageCondition No
VIS:ProcessStageMapping No
VIS:Status_Stage_Flow 7.5.00 No
VIS:StatusMapping No
VISProcess No
VISProcessAcceleratorItem No
VISProcessInstanceId No
CAI forms
Form name Z1D_Action field - required in distributed transfer qualification workflow
CAI:AppRegistry No
CAI:CommandParams No
CAI:CommandParamsMapping No
CAI:Commands No
CAI:PluginRegistry No
BMC Service Request Management forms
SRM:AppInstanceBridge Yes
SRM:QuestionMenuItems Yes
SRM:Request Yes
SRM:WorkInfo Yes
SRM:AppInstanceFlow No
SRM:ApplicationSettings No
SRM:AppTemplateBridge No
SRM:AppTemplateFlow No
SRM:AppTemplateTypeNames No

SRM:CFG Impact No
SRM:CFG Priority Values No
SRM:CFG Priority Weight Ranges No
SRM:CFG Rules No
SRM:CFG Urgency No
SRM:ConfigSurveyQuestions No
SRM:ConsolePreferences No
SRM:Navigational Category 7.5.00 No
SRM: 7.5.00 No
ProcessDefinitionTemplate_Base
SRM: 7.5.00 No
ProcessDefinitionTemplate_DispProp
SRM:QuestionResponse No
SRM:QuestionTemplate No
SRM:ServiceCatalogAssociation No
SRM:Survey No
SRM:SurveyResponseHolder No
RQC:SummaryDefinition No
Task Management System forms
TMS:Relationships Yes
TMS:Task Yes
TMS:TaskEffort Yes
TMS:TaskGroup Yes
TMS:WorkInfo Yes
TMS:AssignmentConfiguration No
TMS:Association No
TMS:AssociationTemplate No
TMS:AuditFilters No
TMS:ConfigPhaseManagement 7.5.00 No
7.5.00 No

TMS:
ConfigPhaseManagementDispProp
TMS:Flow No
TMS:FlowTemplate No
TMS:IntegrationConfiguration No
TMS:Metrics No
TMS:MetricsSummary No
TMS:ParentApplicationObject No
TMS:ParentApplicationTemplate No
TMS:ReturnCodeConfiguration No
TMS:SampleApprovalForm No
TMS:SummaryData No
TMS:TaskGroupTemplate No
TMS:TaskTemplate No
TMS:Variable No
TMS:VariableMapping No
TMS:VariableTemplate No
BMC Asset Management forms
AST:AdditionalData Yes
AST:AssetAdvancedSearchCriteria No
AST:AssetCostDepCalcDate No
AST:AssetCostDepreciationHeader No
AST:AssetLease_ No
AST:AssetMaintenance_ No
AST:AssetSoftware_ No
AST:AssetSupport_ No
AST:AssetWarranty_ No
AST:AUD_AssetAssociations Yes
AST:Audit Filters No

AST:CFG UnavailabilityPriority Yes
AST:CFG-Rules No
AST:CI Unavailability Yes
AST:CI Unavailability Audit Filters No
AST:ConfigDepreciationCriteria No
AST:ConfigLicenseMgmt No
AST:ConfigNotification No
AST:ConfigOutage No
AST:Configuration Yes
AST:ConfigurationApprovalProcess Yes
AST:Contract_PD_Relationship No
AST:CostFrequency No
AST:Keys and Versions No
AST:LicenseMgmtException Yes
AST:LicenseMgmtIncludeClass No
AST:Notifications No
AST:OutageLog No
AST:PurchaseLineItem No
AST:PurchaseOrder Yes
AST:PurchaseRequisition Yes
AST:PurchaseRequisitionAttachments Yes
AST:PurchaseRequisitionWorkLog Yes
AST:PurchaseReturn Yes
AST:Schedule Association Yes
AST:Schedule Criteria Yes
AST:tmpDifferencesReportData No
AST:ARServerConnection 7.5.00 No
AST:CI Unavailability Audit Filters No
AST:CI Unavailability Interface 7.6.00 No
AST:Compliance_BasicQuestions 7.5.00 No
AST:ComplianceARBased_Advanced 7.5.00 No
AST:ComplianceMultiplierLookupTbl 7.6.00 No

AST:ComplianceSumOperator 7.6.00 No
AST:ComplianceTempForm 7.5.00 No
AST:ComplianceTemplate_Advanced 7.5.00 No
AST:ConfCertificateTempForm 7.6.00 No
AST:Config_ActionBase 7.5.00 No
AST: 7.5.00 No
ConfigAction_CalculateSpecificData
AST: 7.5.00 No
ConfigAction_CompareSpecificData
AST:ConfigAction_GetSpecificData 7.5.00 No
AST:ConfigAction_UpdateSpecificData 7.5.00 No
AST: 7.5.00 No
ConfigBasicQuestionRegistry_Base
AST: 7.5.00 No
ConfigBasicQuestionRegistry_DispProp
AST: 7.5.00 No
ConfigCompliance_ActionSelectList
AST:ConfigCompliance_RuleDefinition 7.5.00 No
AST:ConfigCompliance_RuleReference 7.5.00 No
AST: 7.5.00 No
ConfigConnection_RuleFieldMapping
AST:ConfigLicenseTypeRegistry_Base 7.5.00 No
AST: 7.5.00 No
ConfigLicenseTypeRegistry_DispProp
AST:ConfigRegistry_FieldIDMapping 7.5.00 No
AST:ConfigRuleSet 7.5.00 No
AST:ConfigUsageProvider 7.6.00
AST:Connection_BasicQuestions 7.5.00 No
AST:ConnectionARBased_Advanced 7.5.00 No
AST:ConnectionTemplate_Advanced 7.5.00 No
AST:LC Ticket Num Generator 7.6.00 Yes
AST: 7.6.00 Yes

LicenseCertificateProductAssociation
AST:LicenseCertificates 7.5.00 Yes
AST:LicenseJob 7.5.00 Yes

AST:LicenseJobAssociation 7.5.00 Yes
AST:LicenseJobSchedules 7.5.00 Yes
AST:LicenseMgmtRunSummary 7.5.00 Yes
BMC Software License Management Rules Engine forms
RLE:BaseRule 7.5.00 Yes
RLE:CalculationRuleSpecificData 7.5.00 Yes
RLE:ChangePermissionGrp 7.5.00 Yes
RLE:ComplexRuleSpecificData 7.5.00 Yes
RLE:Configuration 7.5.00 Yes
RLE:EngineExceptions 7.5.00 Yes
RLE:FormTemplate 7.5.00 Yes
RLE:GetRuleSpecificData 7.5.00 Yes
RLE:RBA: 7.5.00 Yes

Tag2Type_Type2Set_Relationship
RLE:RuleSet 7.5.00 Yes
RLE:RuleSetType 7.5.00 Yes
RLE:RunHistory 7.5.00 Yes
RLE:RunTag 7.5.00 Yes
RLE:StorageRuleSpecificData 7.5.00 Yes
RLE:UpdateRuleSpecificData 7.5.00 Yes
RLE:IDsHolderToUseAsSample 7.5.00 No
RLE:RuleTypesInformation 7.5.00 No
Contract Management forms
Form name Initial version if introduced after version Z1D_Action field - required in distributed transfer qualification
7.0.03 workflow
CTR:ContractBase Yes
CTR:Audit Filters No
CTR: 7.5.00 No
GenericContract_

Form name Initial version if introduced after version Z1D_Action field - required in distributed transfer qualification
7.0.03 workflow
CTR:MasterContract_ 7.5.00 No
CTR:Statistics 7.5.00 No
CTR:Rights_Granted 7.5.00 Yes
CTR: 7.5.00 Yes

Terms_Conditions
CTR:WorkLog 7.5.00 Yes
CTR: Yes
Contract_Relationship
BMC Change Management forms
CHG:Associations Yes
CHG:Attachments Yes
CHG:CFBFlashboard_StagedDataLoader Yes
CHG:CFBFlashboardData_Staged Yes
CHG:CFBFlashboardUserView_Staged Yes
CHG:CFG Calendar Qualification Yes
CHG:CFG Change Risk Determine Yes
CHG:CFG Rules Yes
CHG:ChangeRiskDerivedFactorsTemplate Yes
CHG:ChangeRiskFactorsTemplate Yes
CHG:ChangeRiskFieldSelection Yes
CHG:ChangeRiskMenuItems Yes
CHG:Impacted Areas Yes
CHG:Infra. Change Effort Log Yes
CHG:Infrastructure Change Yes
CHG:SYS Notification Rules Yes
CHG:Template Yes
CHG:Template Associations Yes
CHG:TemplateSPGAssoc Yes
CHG:WorkLog Yes
CHG Rule Status No

CHG:Audit Filters No
CHG:CCMAdminGUI:ServerConfig No
CHG:CCMCalendar:UserDefaults No
CHG:CCMSavedSearch No
CHG:CCMSavedSearch-CRCI No
CHG:CCMSavedSearch-ImpLoc No
CHG:CCMSavedSearch-ServiceCI No
CHG:CFG-Prioritization No
CHG:ChangeRiskDerivedFactors No
CHG:ChangeRiskFactorsDraft No
CHG:ChangeRiskFactorsTemplate No
CHG:ChangeRiskRanges No
CHG:ChangeRiskReportTemplate No
CHG:Copy Function Template No
CHG:CostAllocation No
CHG:SYS-StatusRelationships No
Change Flashboards forms
CFB:FlashboardData Yes
CFB:FlashboardUserView Yes
Release Management forms
RMS:Associations 7.5.00 Yes
RMS:CFG Milestones 7.5.00 Yes
RMS:CFG Notification Rules 7.5.00 Yes
RMS:CFG Rules 7.5.00 Yes
RMS:CFG Ticket Num 7.5.00 Yes

Generator
RMS:MilestoneExitCriteria 7.5.00 Yes
RMS:MilestonePhases 7.5.00 Yes

RMS: 7.5.00 Yes

RelationshipsInterface_Create
RMS:Release 7.5.00 Yes
RMS: 7.5.00 Yes

ReleaseInterface_Create
RMS: 7.5.00 Yes

ReleaseManifestAssociation
RMS: 7.5.00 Yes

ReleaseManifestInterface
RMS:RMSSLM:Qualbuilder 7.5.00 Yes
RMS:Template Associations 7.5.00 Yes
RMS:TemplateSPGAssoc 7.5.00 Yes
RMS:WorkLog 7.5.00 Yes
RMS:AuditFilters 7.5.00 No
RMS:CFG Prioritization 7.5.00 No
AAS:Activity 7.5.00 Yes
AAS:ActivityInterface_Create 7.5.00 Yes
AAS:CFG Notification Rules 7.5.00 Yes
AAS:CFG Rules 7.5.00 Yes
AAS:Template 7.5.00 Yes
AAS:WorkInfo 7.5.00 Yes
AAS:AuditFilters 7.5.00 No
AIS:GlobalPreferences 7.5.00 No
AIS:IntegrationRegistration 7.5.00 No
AIS:Simulation 7.5.00 No
AIS:SimulationCIs 7.5.00 No
BMC Service Desk: Incident Management forms
HPD:Associations Yes
HPD:Attachments Yes
HPD:Help Desk Yes
Yes

HPD:Help Desk
Assignment Log
HPD:Impacted Areas Yes
HPD:Template Yes
HPD:Template Yes
Associations
HPD: Yes
TemplateCustMapping
HPD:TemplateSPGAssoc Yes
HPD:WorkLog Yes
HPD:AppSettings 7.5.00 No
HPD:Audit Filters No
HPD:CFG-Impact No
HPD:CFG-Prioritization No
HPD:CFG-Priority Weight No
Ranges
HPD:CFG-Rules No
HPD:CFG-Urgency No
HPD:Statistics 7.5.00 No
BMC Service Desk: Problem Management forms
PBM:Costs Yes
PBM:Impacted Areas Yes
PBM:Investigation Assgnmt Log Yes
PBM:Investigation Associations Yes
PBM:Investigation Attachments Yes
PBM:Investigation Effort Log Yes
PBM:Investigation WorkLog Yes
PBM:Known Error Yes
PBM:Known Error Associations Yes
PBM:Known Error Attachments Yes
PBM:Known Error WorkLog Yes
PBM:Problem Investigation Yes

PBM:Solution Database Yes
PBM:Solution DB Alias Yes
PBM:Solution DB Associations Yes
PBM:Solution DB Attachments Yes
PBM:Solution WorkLog Yes
PBM:Template Yes
PBM:Template Associations Yes
PBM:TemplateSPGAssoc Yes
PBM:Audit Filters No
PBM:CFG-Impact No
PBM:CFG-Prioritization No
PBM:CFG-Priority Weight Ranges No
PBM:CFG-Rules No
PBM:CFG-Urgency No
PBM:ProblemInterface_Create No
Configuring BMC Atrium Service Context for BMC Remedy ITSM applications
To enable BMC Atrium Service Context in BMC Remedy ITSM applications, and in the BMC
Service Level Management and BMC Service Request Management applications, you must ensure
that you have completed the following setup steps:
Setup step For more information, see...
BMC Atrium Core components required by BMC Atrium Configuring BMC Remedy AR System to support BMC Atrium
Service Context are installed and configured Service Context
Note: You can ignore this step if the AR System server is
already configured in the BMC Remedy Mid Tier.
Web services are registered Registering the Service Context web service for BMC applications
A user with administrative permissions has been Configuring authentication for BMC Atrium Service Context
identified with BMC Atrium Service Context
Users who will access the Service Context Summary In the context of BMC Remedy IT Service Management, the BMC
window in BMC Remedy IT Service Management have Atrium Service Context permissions are rolled up in the BMC Asset
the correct permissions Management permissions.
For information on BMC Remedy IT Service Management

permissions, see User permissions (see page 199).
For more information on BMC Atrium Service Context
permissions, see BMC Atrium Service Context permissions.
BMC Atrium Service Context has been configured to

display the information you want

Setup step For more information, see...
Configuring attributes in the Service Context Administration window
Configuring BMC Atrium Service Context cache and data retrieval

settings
Configure the Owner field Setting up the Owner field
Troubleshooting If you have problems configuring Service Context, see

Troubleshooting BMC Atrium Service Context.
For other BMC applications, see the online documentation for the application at http://docs.bmc.
com.
Registering the Service Context web service for BMC applications

BMC Atrium Service Context sends and receives data through the Mid Tier. Therefore, to share
data with BMC Atrium Service Context, each BMC application must register a web service in the
Atrium web services registry.
BMC AR System based applications use the AR System Web Services Registry form.
Other applications, use the web services registry client APIs.
For BMC Remedy IT Service Management (BMC Remedy ITSM), BMC Service Request
Management, and BMC Atrium Service Level Management, web services are registered by using
the AR System Web Services Registry form. When you install one of these products, a
ServiceContext web service record is created in this form. To register the web service, update this
record with information specific to the BMC application or suite.
You can register web services only for BMC Remedy ITSM, BMC Service Request Management,
and BMC Atrium Service Level Management applications from here. You cannot register web
services for BBPM or BMC Bladelogic applications.
Note
Only a user with AR admin rights can register and verify web services for BMC
applications.
To register the Service Context web service for BMC applications
1. From IT Home, go to Applications > BMC Atrium Core > Service Context Administration
console > Advanced Settings.
2. Click the Configure button next to Configure provider endpoints. The AR System Web
Services Registry form is displayed.
3. Click New Request.
4. Modify the service context record as follows:
a.
a. In the Business Name field, type BMC.

b. In the Web service field, type ServiceContext.
c. In the WSDL URL field, modify the value with the Mid Tier server name, port number,
and context path to reflect your current configuration.
Example syntax for ITSM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_itsm?wsdl
Example syntax for SLM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_slm?wsdl
Example syntax for SRM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_srm?wsdl
d. In the End Point URL field, modify the value with the Mid Tier server name, port
number, and context path to reflect your current configuration.
Example syntax for BMC Remedy ITSM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_itsm
Example syntax for SLM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_slm
Example syntax for SRM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_srm
5. In the Publish To Registry? field, choose Yes.
6. Click Save.
To verify the Service Context web service registration for a BMC application
1. From IT Home, go to Applications > BMC Atrium Core > Service Context Administration
console > Advanced Settings.
2. To configure provide endpoints, click the respective Configure button. The AR System Web
Services Registry form is displayed
3. From the results list, select the ServiceContext web service record for your BMC application.
The BMC application name appears in the Application Name field as ITSM, SRM, or SLM.
4. Verify that the WSDL URL and End Point URL fields are populated with valid URLs that
reflect your current configuration.
For example URL syntax, see step 5 in "To register the ServiceContext web service for a
BMC application", which precedes this procedure.
5. If you cannot find the ServiceContext web service for your BMC application, or if the URLs
are not correct, follow the steps to register or re-register the web service (see page 663).
Related topic
For more information on web services in BMC Remedy AR System, see BMC Remedy AR System
web services architecture .

Configuring authentication for BMC Atrium Service Context

For BMC Remedy ITSM, BMC Service Level Management, and BMC Service Request
Management, BMC Atrium Service Context is authenticated by any BMC Remedy AR System user
with administrator permissions. Configuring this user enables BMC applications to share data with
BMC Atrium Service Context.
Information about the BMC Atrium Service Context user is stored in the Service Context
Authentication Info Console. You can access this form by clicking the Configure button on the
Advanced Settings tab in the Service Context Administration window.
Before you begin (see page 665)

To configue authentication for BMC Atrium Service Context (see page 665)
To delete a BMC Atrium Service Context user (see page 667)
Before you begin

Create a fixed-license account that is assigned to the Administrator group. You can use the same
account for authenticating all applications with BMC Atrium Service Context. For more information,
see Managing permissions in BMC Atrium Core.
To configue authentication for BMC Atrium Service Context

You can add, edit, and delete BMC Atrium Service Context users from the Service Context
Authentication Info Console directly. By default, BMC applications create an entry in the Service
Context Authentication Info Console, but you must provide the authentication information.
Important
When you install each BMC application or suite, a record is created in the CMDB.SC:
ServiceContextAuthenticationInfo form, even if you choose not to configure a BMC Atrium
Service Context user during the installation process.
Therefore, even if you are configuring the BMC Atrium Service Context user for the first
time, you must search the Service Context Authentication Info Console for an existing
record to modify.
1. Open the Service Context Administration window.

2. Select the Advanced Settings tab.
3. Click Configure corresponding to Configure authentication information.
The Service Context Authentication Info Console opens.
Service Context Authentication Info Console

4. To modify an existing user:

a. Select the record that pertains to the BMC application for which you want to configure
the BMC Atrium Service Context user.
b. Enter or modify the values in the authentication fields.
Service Context authentication fields

The following table lists the fields in the Service Context Authentication Info Console.
Important
Make sure that the values you enter in the User Name, Password, and
Authentication String fields exactly match an existing BMC Remedy AR
System administrator user. If you change that user's password or implement
an authentication string, you must update the corresponding user
configuration in the Service Context Authentication Info Console.
Name Value
Business BMC
Name
(do not
modify)
Service Name ServiceContext

(do not
modify)
Application ITSM, SRM, or SLM

Name
(do not
modify)
Server Name The name of the BMC Remedy AR System server as it appears in the Mid Tier Configuration
Tool.
User Name

Name Value
By default, the user name is <Administrative User>.

You must replace this dummy value with the name of the BMC Remedy AR System user that
you want to register as the BMC Atrium Service Context user. This user must have
administrator permissions and a fixed license.
You can configure the same BMC Remedy AR System user for all of your BMC applications.
For information about BMC Remedy AR System users, see Creating and managing users.
Password The password (if any) of the BMC Remedy AR System user that you want to register as the
BMC Atrium Service Context user.
Authentication The authentication string (if any) for the BMC Remedy AR System user that you want to
String register as the BMC Atrium Service Context user. For information about authentication strings,
see Authentication String Alias introduction.
Do not modify values in the Business Name, Service Name, or Application Name
fields. These values are used internally by BMC Atrium Service Context.
5. If an entry for an application is not available, configure a new user:
a. Click Add New.
b. Enter the values in the fields as shown in the Service Context authentication fields
table.
To delete a BMC Atrium Service Context user

2. Select the Advanced Settings tab.
3. Click the Configure button corresponding to Configure authentication information.
The Service Context Authentication Info Console opens.
All the existing records for each installed BMC application are displayed in a table.
4. Select the record that pertains to the BMC application for which you want to delete the BMC
Atrium Service Context user.
5. Click Delete.
Setting up the Owner field

The Owner field appears in the information panel by default.

However, before the Owner field can display information, a system administrator must enter the
owner information into the Owner Name and Owner Contact fields when creating a computer
system CI. For more information, see Creating a Computer System CI.
Testing connectivity with BMC Atrium Service Context providers

When you configure BMC Atrium Service Context, multiple providers are configured in the UDDI
registry. You might want to verify if the providers are configured correctly and can be connected.
To test connectivity with BMC Atrium Service Context providers
1. Go to BMC Atrium Core > Service Context Administration.

2. Click the Test Connections tab.
3. Click Test.
4. The following information is displayed:
All the Service Context providers from the UDDI repository are displayed.
The Attribute Loading Test Result section lists each of the providers with the following
details:
Application: From where the attributes are loaded
URL: URL of the providers web service
Result: If connection failed or succeeded
Number of attributes loaded: Number of attributes loaded from the application
Attribute names: Names of attributes loaded from application
The Data Loading Test Result section lists each of the providers with the following
details:
Application: Name of application from you want to read data
URL:URL of the providers web service
Result: Status of attributes from which it was possible to read data.

Configuring social collaboration

This section describes how to configure chat functionality, Twitter notification, and RSS feeds for
BMC Remedy ITSM.
Configuring chat settings (see page 669)

Configuring the Twitter integration (see page 676)
Defining RSS feeds (see page 678)
Enabling chat, Twitter notifications, and RSS feeds (see page 680)
Configuring Twitter notifications for companies (see page 681)
For information about using social collaboration features, see Using social collaboration (see page
1162).
Configuring chat settings

After you have enabled the chat option (see page 680), you must configure chat for BMC Remedy
ITSM.
Note
For information about setting up the OpenFire chat server, see Installing and configuring
the Openfire chat server in the Configuring Chat section of the BMC Remedy Action
Request System documentation.
To configure chat settings
1. Select Application Administration Console > Custom Configuration > Foundation > Social
Collaboration > Chat Settings.
2. Click Open.
The Chat Settings window is opened in the Search mode.
3. Select one of the options from the Action On Chat Conversation list:
Save and not allow edit - Your chat is automatically saved as a work log in the Work
Info area, and you cannot edit it.
Save and allow edit - Your chat is automatically saved as a work log in the Work Info
area, and you can edit it.
Do not save - Your chat is not saved, and the work log is discarded.
4. Click Save.
5. For your changes to take effect, log out and log back on.
Related topic
Mapping the BMC Remedy AR System users to the chat server (see page 673)

Installing and configuring the Openfire chat server

This topic provides instructions for installing and configuring the Openfire chat server.
Prerequisites (see page 670)

To configure the Openfire database (see page 670)
To configure the Openfire chat server to work with BMC Remedy AR System server (see
page 671)
Prerequisites
Download the latest Openfire installer from http://www.igniterealtime.org/downloads. Ensure that
Openfire is installed and functional before proceeding to the following section.
For documentation related to Openfire, see http://www.igniterealtime.org/projects/openfire

/documentation.jsp.
Note
Openfire is an independent component of BMC Remedy AR System and is not directly

coupled with a specific AR System component such as the AR System server or the mid
tier. Therefore, you can install Openfire on any computer. You can either install it on the
mid tier computer, AR System server computer, or on an independent computer.
However, as the Openfire server can be directly accessed from the user's browser, it is
good to install it on the mid tier computer.
If you have a single server or a server group setup, only one instance of Openfire needs
to be installed. Openfire service is not fail-safe and hence only a single instance is
required and supported.
To configure the Openfire database

The following procedure provides instructions for configuring the Openfire database:
1. Manually create the database. For more information, see the Openfire Database Installation
Guide.
Note
BMC recommends that you create a new database with new database users (for
example, openfire) instead of creating Openfire database tables in the BMC
Remedy AR System database.
2.
2. (For Oracle database only) When using Oracle database for Openfire, the following error is
displayed in the Openfire logs:
org.jivesoftware.openfire.group.Group - ORA-01400: cannot insert
NULL into ("SYSTEM"."OFGROUPPROP"."PROPVALUE")
java.sql.SQLException: ORA-01400: cannot insert NULL into
("SYSTEM"."OFGROUPPROP"."PROPVALUE")
This error occurs because the Oracle database treats the empty string as NULL and the
default OfGroupProp table PROPVALUE column setting is NOT NULL. To resolve this
issue, alter the table to allow NULL values as shown in the following figure:
NULL values
3. After the installation is complete, start the OpenFire server using one of the following
options:
Navigate to the OpenfireInstallDir/bindirectory and run one of the following files:
For Microsoft Windows — openfire.exe
For Linux — openfire
OR
Create the Openfire service as per the instructions given in the Openfire Installation
Guide and start the service.
To configure the Openfire chat server to work with BMC Remedy AR System server
1. Open the Openfire Administration Console (default location http://127.0.0.1:9090) and follow
the setup steps given below in the Setup wizard:
a. Choose the language.
This setting is only for setting the language for web-based administration portal and
not for messaging.
b.
b. Under Server settings, provide the host name where Openfire is installed and enter
the appropriate values for the ports.
Make sure that the Openfire host name is the same as the XMPPServerName
property specified during the Configuring the BMC Remedy AR System server to
work with the chat server procedure.
Note
The Server Name specific to Server Properties in Openfire Server

Information page must be either fully qualified server name or an IP address
which is accessible from any client browser.
To change the Server Name, perform the following steps:
1. Open the Openfire Server Information page.
2. Select Server Properties.
3. Click Edit Properties, to change the server name.
The Server name should also be changed in Data Visualization Definition
form to match the change exactly.
Ensure that you restart the Openfire Server after you finish editing the
Openfire Server Information page.
c. Under Database Settings, choose Standard Database Connection. Select the

database name created in step 3 (see page 670) above from the drop-down menu for
the Database Driver Presets field and enter the JDBC connection settings and the
database user settings.
For example, if the server is MS SQL server and it is hosted on ofserver, that is, the
same host name as that of the DB name (openfire) and the DB user (ofuser), the
values would be:
Database Driver Presets: 'Microsoft SQLServer'
(Automatically populated once preset is selected) JDBC Driver Class: net.
sourceforge.jtds.jdbc.Driver
(Provide the hostname:port and the database name) Database URL: jdbc:jtds:
sqlserver://DatabaseServer:1433/openfire;appName=jive
Username: ofuser
Password: <password>
Note
The remaining values can be changed according to your

requirement.
2.
2. Under Profile Settings, choose the Default option.

3. Under Administrator Account, enter a valid password for the user admin.
The Openfire chat server configuration is complete.
Mapping the BMC Remedy AR System users to the chat server

There are two ways to map the BMC Remedy AR System users to the chat server:
To use the Openfire AR Authentication plugin (arauth.jar) for mapping (see page 673)
To use the AR System Chat User Mapping form for mapping (see page 675)
To use the Openfire AR Authentication plugin (arauth.jar) for mapping

The Openfire AR Authentication plugin allows BMC Remedy AR System users to get authenticated
automatically on the Openfire server.
Follow the steps given below to install the Openfire AR Authentication plugin:
1. Stop the Openfire process.

2. Go to https://communities.bmc.com/communities/docs/DOC-19158 and copy the arauth.jar
file to the OpenfireInstallDir/lib directory.
Note
The BMC Remedy AR System Authenticator Plugin is tested with Openfire

3.7.1.
If you are using Openfire 3.9.x version or later, and if you have issues with
the Status Display of the users, perform the following steps.
Steps (Click here to expand)
a. On the Openfire Admin console (typically available at http://127.0.0.1:
9090/), login as an administrator.
b. Navigate to User/Groups > Groups and click BMC Remedy AR
System Users link.
c. On the Contact List (Roster) Sharing, select Enable contact list group
shared.
d. On the Enter contact list group name field, enter BMC Remedy AR
System Users and click Save Contact List Settings.
e. Stop the Openfire server.
f. Start the Openfire server.
3. Copy the arapi91_build001.jar, and the arutil91_build001.jar files from <mid tier installation
directory>\WEB-INF\lib to the OpenfireInstallDir/lib directory.
Note

BMC recommends that you use arapi91_build001.jar, and the arutil91_build001.jar

files or arapi91_build001.jar, and the arutil91_build001.jar files. These files are built
with Java 7 and are compatible with Openfire. These files are compatible with
BMC Remedy AR System server 9.0 SP1 and later.
Do not use arapi91_build002.jar, and the arutil91_build002.jar files. The
arapi91_build002.jar and arutil91_build002.jar files are built with Java 8,however
the Openfire server runs with Java 7, so there are compatibility issues.
4. Start the Openfire Server.

5. Open the Openfire Administration Console (http://<hostname>:9090) and then select Server
> System Properties.
a. Click the Edit icon for the provider.auth.className property and change the
value to org.jivesoftware.openfire.auth.HybridAuthProvider
b. Click Save Property and add the following properties under the Add new property
section:
Name: hybridAuthProvider.primaryProvider.className
Value: org.jivesoftware.openfire.auth.DefaultAuthProvider
Name: hybridAuthProvider.secondaryProvider.className
Value: com.bmc.arsys.social.chat.openfire.auth.
ARAuthProvider
c. (When using third-party applications) To connect to the Openfire server on behalf of
BMC Remedy AR System user, add the following AR Server entries under the Add
new property section:
Name: arsProvider.password.<ARServerName>
Value: <Remedy-App-Service-Password property value in the
ar.cfg file of that server>
Name: arsProvider.port.<ARServerName>
Value: <ARServerPortNumber>
Note
You can add multiple servers if you are using the same Openfire
server for other BMC Remedy AR System servers.
6. Stop and restart the Openfire server and ensure that you are able to log on to Openfire
Administration Console using Openfire admin credentials. Then, log on to Openfire server
by using the BMC Remedy AR System user name and password with external chat clients.
For example, pidgin.
Note

If the Openfire server has installed this AR Authentication Plugin, change the value
of the XMPPServerHasARAuthPlugin property to true in the ChatConfig
Definition Name as specified in the Configuring the BMC Remedy AR System
server to work with the chat server section.
Tip
If you are unable to log on to the Openfire Administration Console using Openfire
administrator credentials, try the following step to resolve the issue. Log on to the
database which you have configured with the Openfire server and open the
ofProperty table. Change the value of propValue column to org.jivesoftware.
openfire.auth.DefaultAuthProvider in the row where name column value is provider.
auth.className. After making these changes, log on to the Openfire
Administration Console using Openfire admin credentials and carefully examine
existing properties from step 5 above and make necessary corrections.
To use the AR System Chat User Mapping form for mapping

Using the AR System Chat User Mapping form, you can create the Openfire users manually (or
use existing users) and map them to the BMC Remedy AR system users. The mapped user is
used to log on to the Openfire server.
Note
When BMC Remedy AR System users are mapped to the Openfire users, do not install
the AR Authentication plugin on the Openfire server.
1. For mapping the BMC Remedy AR System user names that are not XMPP compliant to the
Chat user names, open the AR System Chat User Mapping form in a browser.
Note
The user names that do not contain spaces, capital letters, or a combination of
letters from a to z and numbers from 0 to 9 are XMPP compliant. For the BMC
Remedy AR System user names that are not XMPP complaint, provide the
appropriate XMPP compliant user name, so that this mapped user name can be
used for logging on to BMC Remedy AR System from external clients.
2. Provide the required information in the AR System Chat User Mapping form as follows:
AR System Chat User Mapping form fields

2.
Field name Description
AR User ID Manually type the BMC Remedy AR System user ID.
Note
Ensure that the ID is a valid XMPP ID that contains no white spaces and consists of only a-z
lowercase letters and 1-9 digits.
Chat User The chat server user ID.

ID
Chat The chat user password.

Password
Chat A reference field for future use. For the current version, set the value to Openfire (or any other XMPP chat
Provider server that you are using).
3. Save the form.
Configuring the Twitter integration

BMC Remedy ITSM enables users to receive notifications via external notification applications.
This capability is used to enable notifications via Twitter. For users to be able to receive
notifications, the BMC Remedy ITSM administrator must create a functional account that receives
notifications configured to be sent to Twitter and passes them to the external notification
application. In the case of Twitter, BMC Remedy ITSM receives the notifications and sends them to
a Twitter account linked to the BMC Remedy ITSM system. Users can follow the BMC Remedy
ITSM Twitter account using their personal Twitter accounts to receive and view the BMC Remedy
ITSM notifications.
Note
Ensure that internet connectivity is available on the computer where you are mapping the
user to a Twitter account and also on the computer where the plug-in server is running.
Additionally, ensure that access to the Twitter account from BMC Remedy AR System is
not blocked by any firewall.
Recommendation
Create the BMC Remedy ITSM Twitter account specifically for communicating BMC
Remedy ITSM notifications; do not use or create a personal Twitter account. Set up the
account to require explicit approval before users can follow it. The Twitter account must
be authorized before it can be associated with a BMC Remedy AR System user.

BMC recommends that users use company-specific accounts, not personal accounts, to
follow the BMC Remedy ITSM Twitter account. These company-specific accounts should
be tied to the company email in the users' People record, and the BMC Remedy ITSM
Twitter account should accept only accounts with a company email address as followers.
This restriction allows only company employees to follow and receive notifications from
the Remedy ITSM Twitter account. When an employee leaves the company, that
employee can no longer receive notification email messages from the BMC Remedy
ITSM Twitter account. The company should make it a part of their off-boarding process to
"Unfollow" that account.
To create and authenticate a functional Twitter account for BMC Remedy ITSM
Collaboration > External Notification Registration.
2. Click Open.
The Configure External Notification Registration form is opened in the Search mode.
3. From the menu at the top of the page, select New Request.
4. Enter details in the following mandatory fields:
Field Description
name
Company Select Global.
Notification Select the content for which you want to send notification. Currently, only BMC Remedy ITSM Broadcast
Content is supported.
AR Enter the user name of the BMC Remedy AR System user to whose account you want to associate the
Functional Twitter account. The field lists valid suggestions as you enter the user name. Select the appropriate user
User name from the list.
Notification To receive notifications on Twitter, select Twitter.

Mechanism
Associated Enter the user name of the Twitter account that is used to communicate BMC Remedy ITSM notifications.
Account
Name This account should be the Twitter account created specifically for communicating BMC Remedy ITSM
notifications and not a personal Twitter account.
If you have already associated this Twitter account, the PIN field is disabled. Click Authorize Account to
reauthorize the Twitter account.
5. Click Authorize Account.

You are directed to the Twitter logon page.
Notes

If you see the following error, set the clock on the BMC Remedy AR System
server to synchronize with your time zone:
Error in plugin : 401:Authentication credentials (
http://dev.twitter.com/pages/auth) were missing or incorrect.
Ensure that you have set valid conumer key/secret,
access token/secret, and the system clock in in sync.
Failed to validate oauth signature and token Relevant d
(ARERR 8753)
BMC cannot control errors caused by Twitter when you access it through
BMC Remedy ITSM. If an error is displayed on the Twitter logon page,
close the browser window and click Authorize Account again.
6. Enter the associated account name and the account password to get your authorization PIN.
7. Click Authorize app.
8. Enter the PIN number displayed on the web page in the PIN field.
9. Log out of the Twitter logon page and close it.
10. In the Status field, select Enable.
11. Click Save.
The selected Twitter account is authenticated to receive notifications.
Defining RSS feeds

You must define RSS feeds in BMC Remedy ITSM to which users can subscribe.
Note
RSS (Really Simple Syndication) format is used to deliver regularly changing web content
to users. It is a way to easily distribute updates notices, headlines, or content to a wide
number of people. RSS works by having author maintain a list of notifications at the
defined location in a standard way. This list of notifications is called an "RSS feeds".
People interested in the information provided by the RSS feed can subscribe to this list.
RSS provides very basic information to do its notification. It is a list of items presented in
order from ascending order from the new information placed ahead of the older
information. The notification usually consists of a simple title that describes the
notification, sometimes including a more complete description. It also includes a link to
the web page where the actual information described is available.

To define RSS feeds
Collaboration > RSS Feed Definition.
2. Click Open.
The AR System Feed Definition form is displayed.
3. Provide the required information to define the RSS feed.
AR System Feed Definition form

Basic Feed Information
Status Shows the status of the RSS feed, which can be one of the following values:
Draft - Work in progress
Active - Ready for use
Mark As Deleted - Not available for use
Feed Name Enter the name of the RSS feed
Description Provide a description of the RSS feed
Retain for Specify the number of seconds that you want to retain the RSS feed before updating the feed. The default
(seconds) value is 3600 seconds.
Permitted Specify groups who want to receive the RSS feed

Subscribers
Drill Down Specify the name of the view for the form from which you want to receive the RSS feed
VUI
Feed Form Details
Server

Specify the BMC Remedy AR System server name from which you want to receive RSS feeds
Note: If you want to receive RSS feeds from remote BMC Remedy AR System servers, add those server
names using this field. Make sure that these remote servers are added to mid tier and that you specify the
same names.
Form Specify the BMC Remedy AR System form from which you want to receive the RSS feed
Article Title Specify the title of the RSS feed, also known as an article
Note: If the value selected in the Article Title field is null or blank, the field name is displayed instead of
the field value.
Article Provide a description of the RSS feed

Description
Qualification Specify qualification criteria for the RSS feed
Sort By Specify sorting criteria for the RSS feed
Drill Down Specify the name of the view for the form from which you want to receive the RSS feed
VUI
System Information
Flush Flush the BMC Remedy AR Server cache

Cache
Force Disregards the Retain for (seconds) field value. Every time a request is raised, the mid tier retrieves the
Refresh information from the BMC Remedy AR System server.
Note: This might impact the BMC Remedy AR System server.
Request ID Request ID
Submitter Name of the user submitting the request
Create Date Date of creation
Assigned Name of the person to whom the RSS feed has been assigned
To
Last Name of the person who last modified this form

Modified By
Modified Date this form was last modified

Date
4. Click Save.
Enabling chat, Twitter notifications, and RSS feeds

To use the chat, Twitter notification and RSS feed functionality, you must enable it. Out of the box,
these options are disabled by default.

To enable chat, Twitter notification, and RSS feed functionality
1. Select Application Administration Console > Custom Configuration > Foundation >
Advanced Options > System Configuration Settings - System Settings.
2. Click Open.
3. Select the Social Collaboration features to enable:
Enable Notification via Twitter
Enable RSS Feed
Enable Chat
4. Click Save.
5. For your changes to take effect, log out and log back on.
Configuring Twitter notifications for companies

Social Collaboration functionality introduced in this release allows BMC Remedy ITSM applications
to send notifications via Twitter. The out-of-the-box configuration is restricted to ITSM broadcast
messages that are Public and provided for the Global company. This functionality is tenant
(Company) aware and can be configured to send Twitter notifications for messages other than
those designated as Public or defined for the Global company. This section provides guidelines on
customizing the application to enable these Twitter notifications.
Note
You must have prior BMC Remedy development experience to perform the following
procedure.
To configure Twitter accounts to receive ITSM Broadcast messages sent based on company
1. Select Administration Console > Application Administration Console > Custom Configuration
> Foundation > Social Collaboration > External Notification Registration.
2. On the External Notification Registration form, create an entry for each company to which
you want to send broadcasts via Twitter. For more information, see Configuring the Twitter
integration (see page 676).
4. Open the SHR:LHP:OpenTwitterBrowserPage active link.

This active link is executed when the user clicks the Twitter icon on the IT Home page. The
initial action is to open the Twitter follow page based on the assumption that only one
company, Global, has been set up in the system.
For a multitenant environment, you must modify this active link action to display a dialog box
that displays a table with a list companies configured in Step 2.
5. Create a new dialog box and add a table to display the list of companies.
6. In the Tree/Table Property dialog box, select your Server and then the Data Source values.
Then enter the following values:
Form name — CFG:ExternalNotificationRegistration
Qualification — ('NotificationContent' = "ITSM Broadcast") AND
('NotificationMechanism' = "Twitter") AND ('Status' = "Enable")
Recommendation
Manually enter the qualification. If you copy and paste it from this web page,
you might receive errors.
Select the following fields as Table Columns, as well as any other fields that you want
to display in the table:
Company
NotificationContent
ExtNotificationAccountName

7. On the dialog box, create an active link that will run when you select an entry from the table.
The active link should perform a run process similar to the original SHR:LHP:
OpenTwitterBrowserPage active link.
Note
Make sure you save your configurations and set the permissions to public.
8. Enter the following information in the Run Process action of the active link:
PERFORM-ACTION-OPEN-URL new
<$col_ExtNotifAccountName$> corresponds to the last column defined in the table created.

9. Open the CFG:PBB:SentNotificationToTwitter filter.
This filter is executed when a broadcast message is saved with the SendToTwitter flag set
to Yes.

10. Modify the qualification of the first set field action as follows:
('Company' = $Company$) AND ('NotificationContent' = "ITSM
Broadcast") AND ('NotificationMechanism' = "Twitter") AND ('Status'
= "Enable")
This qualification enables the system to identify the specific Twitter account that matches
the company instead of the default Global company.
11. Change the run-if condition of the following active links to remove the Company definition
from the condition. The Sent To Twitter field is then enabled or disabled irrespective of the
condition in the Company field:
CFG:PBB:OnOpen_EnableTwitter
CFG:PBB:ViewAccess_EnableTwitter
CFG:PBB:Company_EnableTwitter
Example

In the first active link you created, change the run-if from:
('Company' = "- Global -") AND ('View Access' = "Public")
AND ( NOT ($VUI$ LIKE "Dialog View%"))
to:
('View Access' = "Public") AND ( NOT ($VUI$ LIKE "Dialog
View%"))
12. Save your changes.
Setting up the Hub and Spoke capability

This topic provides an overview of the set up process for a hub and spoke capability.
Environmental requirements (see page 685)

Set up processes (see page 686)
Where things happen (see page 687)
Using the Data Management dataload tool (see page 688)
Where to go from here? (see page 688)
For an overview of the hub and spoke capability, see Hub and Spoke capability overview (see
page 112).
Note
To perform the procedures described in these topics, you must log on to the BMC
Remedy AR System server with an ID that has Remedy Administrator privileges.
Environmental requirements
The hub server and the spoke server must run with new installations (not upgraded versions) of:
BMC Remedy AR System

BMC Atrium Core
BMC Remedy ITSM suite, version 8.1 or later.
The Hub and Spoke capability is designed to work specifically with the following BMC Remedy
ITSM applications and components:

BMC Service Desk
BMC Service Request Management (Work Order)
Overview console

You can install other BMC Remedy ITSM applications and components (subject to the restrictions
mentioned above), but those applications and components cannot take advantage of the Hub and
Spoke capability.
Set up processes
The following illustration provides a high-level map of the processes that you must perform to
register a hub server and the spoke servers in your environment. Use this process for all
registration scenarios. Ensure you perform each process in the order indicated by the diagram.
Note
Perform each of the steps marked with an asterisk any time that you add a spoke server
to an existing hub and spoke system.
Important

To maintain unique ID numbers for the Company and Support Group data (which
are integer values) for all company types that you are setting up on the spoke
server , those companies and their Support Group data must be created on the
hub server, as shown in the preceding diagram. This data is then automatically
pushed out to the appropriate spoke server by the DSO service.
During the registration process (after running the Prefix Manager), you must restart
the BMC Remedy AR System server.
Where things happen

This section describes on which server you perform the various registration and any ongoing
administration functions needed to set up and maintain a hub and spoke system. It also tells you
which aspects of a hub and spoke system are unique to the hub server and to the spoke server.
Hub server
Perform the following tasks on the hub server:
Create or update information for service provider companies, including the following
foundation data records and all of their related child forms:
Company (for more information about configuring companies, see Configuring
companies (see page 352))
Location
Site
Organization
Support Group
People
Create or update Company records for each operating company in the hub and spoke
system.
When adding a new spoke server to an existing hub and spoke system, synchronize
(see page 703)the service-provider-specific foundation data with the new spoke
server. This updates the service-provider-company-specific foundation data on the
new spoke server.
Operating company names must be unique across the entire hub and spoke
environment.
Note
The DSO service dynamically synchronizes all of the information created on the hub
server with the spoke servers, except when you are adding a new spoke server to an
existing hub and spoke system. Adding a new spoke server to an existing system
requires the preceding separate synchronization step.

Spoke servers
The default behavior of a spoke server prevents you from creating or updating Company, Support
Group, and People records (or any of their related child records) for any company. However, you
can configure a spoke server to let you create and update these record types. If you update a
Company, Support Group, or People record on a spoke server that was created on the hub server
(for example, a service-provider-company People record), the record is overwritten during the next
update of that record from the hub server.
Any transactional data created on the spoke server through the hub server or through a spoke mid-
tier server is dynamically synchronized back to the hub server via the DSO service.
Using the Data Management dataload tool

If you are using the Data Management dataload tool (see page 1196)and hub and spoke servers to
load foundation, transactional, and process setup data, see Loading data to hub and spoke
environments (see page 1260) before you use the tool.
Where to go from here?

After you read and understand this topic, read Planning the hub and spoke setup (see page 688).
Planning the hub and spoke setup

This topic describes issues to plan for before you start configuring the Hub and Spoke capability.
Creating companies (see page 688)

Use Hypertext Transfer Protocol Secure (HTTPS) (see page 688)
Application permission models (see page 689)
Naming spoke servers (see page 689)
Use the spoke server name consistently (see page 689)
When using a single reverse proxy server (see page 689)
BMC Remedy Mid Tier server (see page 690)
Note
If you experience any problems with the Hub and Spoke capability after you complete the
configuration process, check Troubleshooting the Hub and Spoke capability (see page
1926) for suggestions on how to solve commonly encountered issues.
Creating companies
Ensure that you finish all of the hub and spoke configuration procedures before you create
companies.
Use Hypertext Transfer Protocol Secure (HTTPS)

Recommendation
Set up all connections between the BMC Remedy Mid Tier server and the hub and spoke
servers with the Hypertext Transfer Protocol Secure (HTTPS) protocol.
Application permission models

The application permission models on the spoke server must be the same as those on the hub
server.
Naming spoke servers

When deciding on spoke server names, be aware of the following points. The name must be
reachable:
By the spoke mid-tier server

From the hub (the hub must be able to use the DSO service for sending information to the
spoke)
Use the spoke server name consistently

Use consistent names to identify the spoke servers. For example, if you identify the spoke server
by its long name when you register it on the hub server, do not later use the spoke server's short
name or its IP address when identifying it to the mid-tier server.
When using a single reverse proxy server

If your environment shares a single reverse proxy server among the hub and spoke servers,
always use name based virtual hosting when identifying the hub and spoke servers to the system.
Using the context path to identify the servers causes inconsistent system behavior. The following
examples illustrate the correct and incorrect method of identifying the hub and spoke servers in
your environment:
Name-based virtual hosting (correct)

Hub — https://<Reverse Proxy alias for Hub>/arsys
Spoke — https://<Reverse Proxy alias for Spoke1>/arsys
Spoke — https://<Reverse Proxy alias for Spoke2>/arsys
URL-path-based virtual hosting (incorrect)

Hub — https://<Reverse Proxy Server>/arsys
Spoke — https://<Reverse Proxy Server>/arsys
Spoke — https://<Reverse Proxy Server>/arsys
See Sample configuration of a single reverse proxy server (see page 690) for more information
about configuring your system if you use a single reverse proxy server. You must perform the
procedure described there after you install and configure the supporting systems (see page 690).

BMC Remedy Mid Tier server

Each BMC Remedy AR System server spoke environment must have its own, dedicated BMC
Remedy Mid Tier server.

When you finish reading this section, see Installing and configuring the supporting systems (see
page 690).
Installing and configuring the supporting systems

Install and configure BMC Remedy AR System, BMC Remedy Atrium Core, and BMC Remedy
ITSM Suite according to the installation documentation for each.
For information about configuring BMC Remedy AR System to support the Hub and Spoke
capability, see Multiple browser sessions in a distributed mid tier environment and Configuring a
mid tier to launch a browser in a different mid tier.

If your environment uses a single, reverse proxy server for the hub and the spoke servers, see
Sample configuration of a single reverse proxy server (see page 690).
Otherwise, after installing and configuring the supporting systems, you must set up the Distributed
Server Option (DSO) and then map the server's logical and physical names. For information about
how to do this, see Configuring the Distributed Server Option service for a Hub and Spoke system
(see page 693).
Sample configuration of a single reverse proxy server

If your environment is configured to use a single, reverse proxy server for the hub and spoke
servers, you must use name based virtual hosting on the reverse proxy server to identify the hub
and spoke servers. To do this, update the /usr/apache/conf/httpd.conf file as described in the
following example. You also need to update the local host file on the reverse proxy server, as
shown.
Note
If your environment is configured to use a single, reverse proxy server, perform this
process after you install the supporting applications (see page 690), but before you run
any of the other hub and spoke setup procedures.
When you finish this procedure, you must restart the reverse proxy server.
Sample environment description (see page 691)

To configure a single reverse proxy server (see page 691)

httpd.conf code explanation (see page 692)
Sample environment description
Note
Any reference in the following example to hub, spoke, or mid tier server names is an
example only. In most instances, these names will be different in your environment.
The sample configuration takes place in the following environment:
Hub and spoke server names (one hub and two spoke servers)
Hub server — hub.eng.remedy.com

Spoke server — spoke1.eng.remedy.com
Spoke server — spoke2.eng.remedy.com
Reverse proxy server information
Web server application — Apache Server

Server name — rhl-apache-vm1.eng.remedy.com
IP address — 172.23.41.143
To configure a single reverse proxy server
1. On the reverse proxy server, open /usr/apache/conf/httpd.conf and add the following code to
the end of the file.
Note
For an explanation of the code that you add to the httpd.conf file, see httpd.conf
code explanation, at the bottom of this topic.
<VirtualHost *:446>
ServerName hub.eng.remedy.com
DocumentRoot "/usr/apache/htdocs"
SSLEngine on
<Location / >
ProxyPass /raas0/arsys http://w28-raas-mt0.eng.remedy.com:8080/raas0
/arsys
ProxyPassReverse /raas0/arsys http://w28-raas-mt0.eng.remedy.com:8080/raas0
/arsys

</Location>
</VirtualHost>
<VirtualHost *:444>
ServerName spoke1.eng.remedy.com
SSLEngine on
<Location / >
/arsys
/arsys
</Location>
</VirtualHost>
<VirtualHost *:445>
ServerName spoke2.eng.remedy.com
SSLEngine on
<Location / >
/arsys
/arsys
</Location>
</VirtualHost>
2. Create and map an alias for the reverse proxy server to the individual hub and spoke
servers. To do this update the local hosts file on the reverse proxy server by adding the
following entries:
172.23.41.143 hub.eng.remedy.com
172.23.41.143 spoke1.eng.remedy.com
172.23.41.143 spoke2.eng.remedy.com
3. Update the local host file as described in Step 3 on the computer of each end user who logs
in to the hub server or spoke server, or both.
4. Restart the reverse proxy server.
httpd.conf code explanation

This section explains the code that you add to the httpd.conf file. You make a corresponding entry
in httpd.conf for each hub and spoke server in your environment.
<VirtualHost *:NNN> — Indicates the server port number. Substitute the actual port number
for NNN.
ServerName hub.eng.remedy.com — The server name. In this example, it is the hub server.

DocumentRoot "/usr/apache/htdocs" — The directory in which the web server looks for files
to serve on your domain.
SSLEngine on — Enables the SSL/TLS for the virtual host.
ProxyPass — Redirects the reverse proxy server from the browser to the mid-tier. Supply
the mid-tier path.
ProxyPassReverse — Redirects the reverse proxy server from the mid-tier to the browser.
Supply the mid-tier path.

When you finish configuring the reverse proxy server, go to Configuring the Distributed Server
Option service for a Hub and Spoke system (see page 693)
Configuring the Distributed Server Option service for a Hub and Spoke system
The Distributed Server Option (DSO) is the mechanism used for transferring data between hub and
spokes.
Note
Starting with version 8.0 of the BMC Remedy ITSM suite, the Distributed Server Option
(DSO) service is automatically licensed when you install the BMC Remedy ITSM suite.
You do not need to perform any additional licensing steps to enable the DSO service.
Configuration recommendations
Recommendations
When the DSO service is installed, the installer assigns RPC port number 390625
to the DSO Filter plugin. The RPC port assignment for the DSO Filter plugin is
recorded in the following file: Program Files\BMC
Software\ARSystem\pluginsvr\pluginsvr_config.xml. If another plugin is already
using this RPC port number, the conflict can create performance issues.
Scan the following file after installing the DSO service to determine if another
plugin is using this RPC port number: Program Files\BMC
Software\ARSystem\Conf\ar.conf. If you find a conflict, assign a new number to the
plugin in conflict with the DSO Filter plugin. For a list of valid RPC port numbers,
see Assigning an RPC program number to DSO.
When you perform the Polling Interval and the Distributed Mapping Cache Refresh
Interval configuration procedures, use all of the default settings.

Configure DSO to use a private queue. Using a private queue isolates DSO
interaction from interactive traffic and provides dedicated bandwidth for DSO
processes. Configure the queue with multiple threads (3 or 4 should be enough) to
provide sufficient threads for hub and spoke traffic to run in parallel.
Configuring failover chains for the DSO process so if the main DSO processing
server stops, DSO processing shifts to another server. Regular monitoring of the
DSO environment for errors or failures can help to reduce the likelihood of the
DSO server from stopping.
If you also use DSO on the spoke server for purposes other than to support the
Hub and Spoke topology, configure DSO Pools so that you can isolate DSO Hub
and Spoke traffic on one pool and traffic for the other DSO operation on one or
more of the other pools. If you configure DSO pools, then increase the number of
threads proportionately so that there are 1 or 2 threads over the number of DSO
pools you configure.
Where to perform the configuration

You perform the DSO service configuration from the hub server and then from the corresponding
spoke server. Do this configuration each time that you add a spoke server to the hub and spoke
system.
Example
You have a hub server with two spoke servers (Spoke A and Spoke B)
Perform the configuration steps on the hub server twice:
The first time, you provide the configuration information for Spoke A.
The second time, you provide the information for Spoke B.
You then perform the DSO service configuration once on each of the spoke servers to
configure them with the hub server.
Perform DSO configuration locally

You must perform the DSO service configuration locally on each hub server and on each spoke
server.

When you finish configuring the DSO service, map the servers' logical and physical names. For
information about how to do this, see Mapping the servers' logical and physical names (see page
695).
Related topic
Configuring the Distributed Server Option (DSO) Service for BMC Remedy ITSM (see page 630)
(Step by step instructions about how to configure the DSO service in the BMC Remedy AR System
online documentation).

Mapping the servers' logical and physical names

This topic describes how to map the logical names of the hub and spoke servers to their
corresponding physical names by completing the Distributed Logical Mapping form.
Note
Before you perform this procedure, ensure that you have configured the DSO to support
the hub and spoke environment. For information about how to do that, see Configuring
the Distributed Server Option service for a Hub and Spoke system (see page 693).)
When you install the BMC Remedy ITSM suite, the DSO service mapping objects already contain
logical names for the hub and spoke servers: hub and spoke. By completing the Distributed Logical
Mapping form, you provide the link between the logical and physical names, which enables the
DSO service to map communications between the spoke server and the hub server.
Perform this procedure on each spoke server in your environment to create the following two
entries:
Hub — Provide the physical and logical names of the hub server. This entry is identical on
each spoke server.
Spoke — Provide the physical and logical names of the spoke server you are currently
working on. This entry is different for each spoke server in your system.
To create DSO mappings between logical and physical server names
1. Using an ID with BMC Remedy AR System administrator privileges, log on to a spoke

server.
2. On the IT Home page, open the Applications menu on the left side of the page.
3. Select AR System Administrator Console > Distributed Server Option > Distributed Logical
Mappings.
The Distributed Logical Mapping form appears.
4. Create the entry for the hub server.
a. In the Logical Name field, type hub.
b. In the Physical Name field, type the physical name of the hub server.
c. Select the Logical Server Name check box.
d. Click Save.
The fields are cleared.
e. Create the spoke server entry, as described in the next step.
5. Create the entry for the spoke server.
a. In the Logical Name field, type spoke.
b. In the Physical Name field, type the physical name of the spoke server to which you
are logged on.
c.
5.
c. Select the Logical Server Name check box.

d. Click Save.
6. Close the form.
7. Repeat this procedure on each spoke server in your system.

When you finish creating the logical mappings, the next step is to register the hub and spoke
servers (see page 696).
Registering hub and spoke servers

This topic describes how to register a spoke server with the hub server (this is done from the hub
server) and how to set up the web path and other preferences on the spoke server. Only perform
this procedure after you read Mapping the servers' logical and physical names (see page 695).
Checking for Development Cache Mode (see page 696)

Registering a spoke server with the hub server (see page 697)
Configuring the spoke server web path and record creation options (see page 698)
Recommendation
Do not perform any part of this procedure until you have a spoke server ready to register
with the hub server.
A related, required procedure is synchronizing foundation data. For information about when to do
this, see Synchronizing foundation data (see page 703).
Checking for Development Cache Mode

Before you register the spoke server, you must ensure that Development Cache Mode is turned off
on the AR System server that you will use as the hub server.
Note
If you do not turn off Development Cache Mode, you will receive an AR System time out
message when you try to register the spoke servers.
What is Development Cache Mode?

In Development Cache mode, administrative operations will not cause the server to create a copy
of the cache; instead, the administrative operations lock other users out of the shared cache and
wait for users accessing that cache to complete their operations before performing changes.

Escalation and Archive threads must also complete their operations before Admin thread changes
can be completed. Therefore, potentially long running tasks -such as escalations, BMC Atrium
Integration Engine jobs, and queries - are incompatible with Admin thread changes in this mode
and can lead to long delays.
1. From the IT Home page of the BMC Remedy AR System server that you will use as the hub,
open the AR System Administration console, and click System > General > Server
Information.
2. In the AR System Administration: Server Information form, click the Configuration tab.
3. Look for the Development Cache Mode check box and clear it, if it is selected.
If necessary, Click Apply to save your changes.
Notes
The change takes effect as soon as you save it. You do not need to restart the server.
Unless you are setting up the hub and spoke servers in a development environment, you
will not need to turn Development Cache Mode back on. If you do need to turn it back on,
reverse this procedure.
Registering a spoke server with the hub server

Perform this procedure on the hub server for each spoke server that you are registering.
1. From the IT Home page of the BMC Remedy AR System server that you will use as the hub,
click the Applications selection menu and select Administrator Console > Application
Administration console.
2. On the Custom Configuration tab, select Hub and Spoke > Configuration Settings > Hub-
Spoke Registration.
3. On the Hub-Spoke Registration form, select Type of System > Hub System.
4. Run the Prefix Manager. For more information, see Running the Prefix Manager (see page
699).
5. In the Spoke Server Name field, type the name of the spoke server.
For your information, the drop down field associated with this field and the table at the
bottom of the form list the spoke servers that are already registered with the hub server, if
any.
6. In the Spoke Server Prefix field, type a two alphanumeric character prefix code.
This prefix code is used by the Prefix Manager to update all forms on the server. For more
information about prefix codes, see Running the Prefix Manager (see page 699).
7. Click Register.
8. Click Save.

Note
Corresponding information about the hub server is pushed out to each of the spoke
servers by a DSO process, which then automatically registers the hub server on the
spoke server.
Configuring the spoke server web path and record creation options
This procedure describes how to configure the web path on the spoke server as well as how to
enable the creation of Company, Support Group, and Support Person records on the spoke server.
1. Log into the spoke server and open the IT Home page.
2. Run the Prefix Manager. For more information, see Running the Prefix Manager (see page
699).
3. Click the Applications selection menu and select Administrator Console > Application
Spoke Registration.
5. In the Spoke Web Path field, type the web path of the BMC Remedy Mid Tier on which the
spoke server is running. For example: http://spoke1:8080/arsys
6. From the check boxes on the right side of the form, select which records, if any, that you
want to create on the spoke server. The choices are: Company, Support Group, and
Support Person.
7. Click Save.
Repeat this procedure for each spoke server that you are adding to the environment.
Related topic
You can also use the Hub-Spoke Registration form to rename a spoke server (see page 698).
Renaming a spoke server

Use the procedure described in this topic to rename a spoke server.
Note
When renaming a spoke server, you must reuse the two character prefix code that you
assigned when you originally registered the spoke server. This ensures that the records
created on the spoke server after you rename it have a prefix code that is consistent with
those records that were created before you renamed it.

To rename a spoke server
1. From the hub server, click the Applications selection menu and select Administrator Console
> Application Administration console.
Spoke Registration.
3. From the List of currently registered spoke systems table at the bottom of the form, select
the spoke system you need to rename.
4. Click De-Register.
5. Type the new name of the spoke server in the Spoke Server Name field.
6. In the Spoke Server Prefix field, type the previously used two-character prefix code.
7. Click Register.
8. Click Save.
9. Log into the spoke server that you are renaming.
10. Open in the Hub-Spoke Registration form as described in steps 1 and 2.
11. Add the spoke server's web path to the Spoke Web Path field.
De-registering a spoke server

You de-register a spoke server when the company on that spoke server (that is, the operating
company) no longer needs to consume services from the service provider company on the hub
server.
After you de-register a spoke server, the service provider company support staff can no longer
work on tickets for the company on the de-registered spoke server.
Use the procedure described on this page to de-register a spoke server.
To de-register a spoke server
1. From the hub server, click the Applications selection menu and select Administrator Console
> Application Administration console.
Spoke Registration.
3. From the List of currently registered spoke systems table at the bottom of the form, select
the spoke system you need to de-register.
4. Click De-Register.
5. Remove the Distributed Server Option (DSO) setting for the spoke from the hub server.
6. Go to the spoke server and disable the DSO setting.
Running the Prefix Manager

Because the hub and spoke architecture allows for the sharing of records between multiple
instances of BMC Remedy AR System servers, you must run the Prefix Manager to add a unique
identifier, or prefix, to all of the forms on each server. In the case of spoke servers, the Prefix

Manager updates the form's default ID (either the form's unique field or the request ID number,
depending on the type of form) with the two-letter prefix that you provided earlier, during the
registration procedure. On the hub server, the Prefix Manager updates the forms with the default
prefix HB.
If the form's ID had an existing prefix, the new two-letter prefix appears between the character and
the integer sections of the ID number. For example, an incident record created on a spoke server
that uses SP as the prefix would look like this: INCSP0000000001.
Notes
The Prefix Manager updates field default values at the form level and does not
update existing data. Only record IDs created after you run the Prefix Manager will
have the prefix attached to them. When searching for records, consider the
following points:
Records created on a spoke server before you set up the Hub and Spoke
capability cannot be seen from the hub server when conducting a search.
Records created on a hub server before you run the Prefix Manager can be
seen from the hub server when conducting a search. Also, you can access
these records only from the hub server.
After you establish a prefix for a spoke server, you cannot change it.
If you perform an upgrade to your BMC Remedy ITSM suite on the servers running
your Hub and Spoke environment, you must run the Prefix Manager again and
perform several other tasks.
Warning
Use only this method for creating unique form prefixes in a Hub and Spoke environment.
Do not use the System Configuration Settings - System Settings dialog box found under
the Foundation > Advanced Options selection of the Application Administration console.
Perform this procedure after you register the hub and spoke servers. You must perform the
procedure once for each hub server and spoke server that is registered in your environment. You
perform the procedure directly on the server that you are updating.
After you run the Prefix Manager, you must restart the BMC Remedy AR System server for the
changes to take effect.

To run the Prefix Manager
1. On the IT Home page of the hub or spoke server that you are updating, click the Applications
selection menu and select Administration Console > Application Administration console.
2. On the Custom Configuration tab, select Hub and Spoke > Configuration Settings and click
Prefix Manager.
3. To add the prefix to the listed DSO related forms, click Update Form Prefix.
The Prefix Status of each record in the table changes to Updated. Later, if you add more
forms through customization or upgrade, you can use this table to check for forms that have
not been updated with the prefix. If forms need to receive the prefix, you can run the Prefix
Manager again. The Prefix Manager updates only those records that do have a status of
Updated.
Note
The table lists all potential DSO forms that could be used by the hub and spoke
system, even if they are not actually present. The Prefix Manager, howerver, only
updates those forms that it finds.
4. Click Close.

When you finish running the prefix manager, see Creating foundation data (see page 701).
Creating foundation data

This topic describes the foundation data types you need to create and on which servers you need
to create them.
Hub server (see page 701)

Spoke server (see page 702)
Hub server
On the hub server, create the following data types for the indicated companies.
Data type For the service provider For an operating For a customer
company company company
Company Yes Yes Yes
Company alias Yes Yes Yes

Organization Yes No No
Location Yes No No
Support group Yes No No
People Yes No No
(support staff only)
Spoke server
Create the following data types on the spoke server:
Note
Foundation data that is created on a spoke server is not visible from the hub server.
Data type For the service provide For an operating For a customer
People Yes Yes Yes

(non support staff only)
Approval mappings No Yes Yes
Asset data in the No Yes Yes

CMDB
Assignment rules No Yes Yes
Audit and archive data No Yes Yes
Business time segments No Yes Yes
Financial configuration No Yes Yes
Notifications No Yes Yes
Product and No Yes Yes

operational categories
Risk configuration No Yes Yes
Rules No Yes Yes
Service targets No Yes Yes
Templates No Yes Yes
Organization No Yes Yes
Location No Yes Yes
Support group No Yes Yes

Although the data listed in the table that follows can also be created on the hub server, you might
choose to create the following data types on the Spoke server. You might do this, for example, if
you prefer that one or more of these data types resides locally, on the spoke server instead of the
hub server.
As with other foundation data that is created on a spoke server, if you create these data types also
on a spoke server, the spoke server instances are not visible from the hub server.
Company No Yes Yes
Company alias No Yes Yes

This procedure completes the basic hub and spoke server configuration process. However, read
Synchronizing foundation data (see page 703)to determine if you also need to perform that
procedure.
Synchronizing foundation data

Use this procedure to push the following service provider company specific foundation data records
from the hub server to a new spoke server. Use this procedure only when you are adding a new
spoke server to an existing hub and spoke system:
Company
Location
Site
Organization
Support Group
People
Synchronizing the service provider company foundation data with a new spoke server ensures that
the support staff data is synchronized with the spoke server. This ensures that people who are
logged on to the hub server can work on incident, problem, or change requests that are created on
the new spoke server.
Note
If you use this procedure for any other purpose, you might cause unique constraint data
errors. For example, do not use this procedure to push regular ongoing data updates from
the hub server to an existing spoke server. These types of data synchronizations occur
dynamically, by way of the DSO service.

To synchronize foundation data
1. From the IT Home page of the BMC Remedy AR System server that you will identify as the
hub, click the Applications selection menu and select Administration Console > Application
2. On the Custom Configuration tab of the Application Administration console, select Hub and
Spoke > Configuration Settings and click Synchronize Foundation Data.
3. From the Spoke Server selection list on the Synchronize Foundation Mapping form, select
the spoke server you want to run the synchronization against.
The table on the Synchronize Foundation Mapping form lists all of the service provider
companies that are registered on the hub server. The table is for reference purposes only
and is not used by the synchronization process.
4. At the bottom of the form, click Synchronize Company.
5. Repeat the preceding step for each of the foundation data types (Company, Location,
Support Group, and People).
Note
You must perform all four foundation synchronizations each time that you perform this
procedure.
Configuring Email Rule Engine
Note
The links in this topic redirect you to the documentation for the most current release of
BMC Service Desk.
This topic provides information about configuring the Email Rule Engine to allow the creation and
updating of service requests by email.
To perform any Email Rule Engine configuration procedure, you must have Email Rule Config
permissions (these are Foundation related permissions). Also, ensure that the BMC Remedy Email
Engine is installed on your system. This includes ensuring that the specific email inbox that your
system will use to receive the incoming email is configured. For information about configuring
mailboxes, see Configuring BMC Remedy Email Engine.
Also, for the user creating the email service request, one of the following conditions must be
satisfied:

The user's People record is configured with their email address and a Login ID.
The user’s email address is configured as a ‘Trusted address’ and a recipient is associated
with it.
For an overview of the email service request feature, see Record creation and updates by email.
Process for configuring the Email Rule Engine
The process of configuring the Email Rule Engine consists of the following tasks:
1. Configure the Excluded Subjects list.

2. Configure the Email Rule Engine use cases.
3. Enable the Email Rule Engine.
Related topics
Troubleshooting email record creation and updates
Configuring trusted email addresses and recipients
Configuring BMC Remedy ITSM applications

Before you can use the BMC Remedy ITSM Suite applications to manage your IT organization, you
must add information about the various people, groups, skills, responsibilities, and geographic
locations associated with your organization to the applications.
To add information to the BMC Remedy ITSM Suite applications, you must have the following
prerequisites:
Basic knowledge of BMC Remedy Action Request System (BMC Remedy AR System)
administration tasks.
You must configure the following information in the BMC Atrium CMDB before you can
configure the BMC Remedy ITSM Suite. This information is required before you can add
people.
Companies
Product Categorization (optional)
Site information
For more information about configuring Atrium, see Configuring after installation (see page 289).
Getting started with configuring applications

The following information describes the high level steps that you follow to configure your BMC
Remedy ITSM Suite.

Continuing with configuring applications

The following information lists the main configuration areas for the core BMC Remedy ITSM
applications:
BMC Remedy ITSM templates (see page 547)

BMC Asset Management:
Settings
Creating CIs
Creating contracts
Asset Inventory management
BMC Change Management:
Risk assessment
Calendar preference settings
Change prioritization
Rules
Approvals (for information about approval rules, see Approval rules and Defining
approval rules)
Release Management module
Task Management System
Flashboards (see page 610):
ROI (see page 611)
KPI (see page 618)
BMC Service Desk
Email Rule Engine (rules-based email or RBE)
Incident Management feature of BMC Service Desk:
Decision Tree
Scripts
Settings
Rules
Priority and weight ranges
Problem Management feature of BMC Service Desk:
Rules
Priority and weight ranges
Hiding or Displaying the Task and Category tab

See Using (see page 760) for information on using the BMC Remedy ITSM Suite
applications.
Related topics
Configuring BMC Service Level Management
Configuring BMC Service Request Management
Configuring BMC Knowledge Management
Configuring BMC Service Management

Process Model
The following topics describe how to configure BMC Service Management Process Model after you
install the product:
Publishing BMC Service Management Process Model to your intranet (see page 707)
Configuring BMC Remedy ITSM applications to access BMC Service Management Process
Model (see page 708)
Publishing BMC Service Management Process Model to your

intranet
You must publish BMC Service Management Process Model to your intranet to access the tool
from BMC Remedy ITSM applications.
To publish BMC Service Management Process Model to your intranet
1. Install BMC Service Management Process Model.

The default installation path creates the directory structure shown in the following figure in
the Program Files\BMC Software sub-directory.
Note
Before installing BMC Service Management Process Model, ensure that

existing versions of the product have been uninstalled.

Upgrades are not supported.
2. Copy the contents of C:\Program Files\BMC

Software\BMCServiceManagementProcessModel\SMPM to the web server or the mid-tier
directory on the mid-tier web server from which you publish files to your intranet. If multiple
mid-tier web servers have been configured, manually copy the contents to each server.
Note
Do not copy the SMPM sub-directory. Copy only the files in the sub-directory.
The following figure shows where to copy these files if you are using an Apache Tomcat
web server. If you are using a different web server, the location will be different.
Note
The other SMPM sub-directories (\Implementation Files, \Presentations, \Process

and Procedure Diagrams, and so on) contain documents that are
needed for BMC Service Management Process Model process implementation and
customization. You do not need to copy them to the web server.
After you publish BMC Service Management Process Model, you can access it from within the
application using the Process Overview link. Alternatively, you can access it using the following
URL:
http://_hostname:port_/index.htm
Configuring BMC Remedy ITSM applications to access BMC

This procedure describes how to configure the BMC Remedy ITSM applications to access the
BMC Service Management Process Model. Perform this procedure when you finish publishing the
BMC Service Management Process Model on the intranet.

To configure the BMC Remedy ITSM applications to access the BMC Service
Management Process Model
1. From the BMC Remedy IT Home page, open the Application Administration Console.
2. Click the Custom Configuration tab, and select Foundation > Advanced Options >
Integration Management.
3. Press the F3 key to place the Integration Management form in Search mode, and then click
Search.
4. From the search results list, select the BMC Remedy ITSM application that you are
configuring to view BMC Service Management Process Model.
5. In the Host field, type your web server's name, and then specify the Port number, set the
Status field to Enabled, and click Save.
6. Repeat steps 2 through 5 for all of the BMC Remedy ITSM applications from which you
need to access BMC Service Management Process Model.
Configuring BMC Remedy ITSM Process

Designer
The following topics describe how to configure BMC Remedy ITSM Process Designer after you
install the product:
Configuring the ARID plug-in and BMC Remedy ITSM Process Designer runtime settings
(see page 709)
Adding permissions to all users who require access to Process Designer (see page 712)
Managing task OLAs (see page 714)
Managing task assignment rules (see page 717)
Managing request SLAs (see page 720)
Managing notifications in Process Designer (see page 724)
Configuring business time (see page 727)
Managing task types and properties (see page 727)
Enabling auditing (see page 729)
Configuring Process Tracker (see page 730)
Setting Process Designer preferences (see page 730)
Configure access points for the Create And Manage Request action (see page 731)
Enabling support for ad hoc task (see page 733)
Configuring the ARID plug-in and BMC Remedy ITSM Process

Designer runtime settings
Set or review the BMC Remedy ITSM Process Designer configuration for:
All fresh installs of the Process Designer server on Linux or UNIX.

All fresh installs where you configured an RPC queue.
Note
This procedure is optional for Windows, because the installer generates a default entry.
Verify that the configuration entry is correct after installing.
To configure the ARID plug-in and BMC Remedy ITSM Process Designer runtime
settings
1. Log on to BMC Remedy Mid Tier on your AR System server as a member of the Process
Designer Administrator group.
You can use the ARID user credentials.
2. From the Home Page, select Process Designer Configuration from the Process Designer
menu.
3. Click the Configuration tab.
The following table describes the purpose of each of the field values:
Field Description
ARID Configuration Full path on your BMC Remedy AR System server where the Process Designer plug-in and other
Path server configuration files are installed. Use the Default button to select the default location for a
Windows server.

Field Description
Pause Between Wait period for the manager thread between assigning a job and checking for more jobs (the
Job Initiation (ms) default is 100 ms).
Job Timeout (secs) Timeout period for a worker thread to complete a job default is 60 seconds.
Number of Worker Maximum number of worker threads.

Threads For servers using a private queue for processing this should be set to one less than the number
of threads assigned to the Private RPC Queue configured on your AR System server.
Delete Successful Set to Yes to delete all jobs that complete successfully. (This setting is recommended unless you
Jobs (Yes/No) are troubleshooting.)
Logging Type Select Form if you want the process runtime logging information to be written to an AR System
(Form / File) form so that it can be viewed from the Logging tab under Process Designer Configuration.
Logging Level Set to the required level for viewing log information.
(None, Error, Each log level includes logging from the previous level, so Detail logging includes Errors and
Milestone, Detail, Milestones. Debug level logging is only visible to Administrators. It is recommended to use File
Debug) based logging at Error level for normal operations.
Log File Full path of the log file, including file name for recording events from the Process Designer plug-
in. Use the Windows Server Default button to select the default location on your server.
Auto-Release This option is now redundant.

Tasks
Cancel Redundant Set to Yes to set redundant process tasks to a cancelled state at run time (the default is No).
Tasks
4. If the user or password has been updated, click Update Password File to update this setting.
Note
This step is not applicable to Process Designer versions 8.3.04 and 9.0.
5. Click Apply to confirm all changes.
Best Practices
In a production environment, assign the ARID plug-in its own private thread pool to avoid
conflict with other users and processes when performing operations on the AR System
server. On the development or other low-volume servers, this step is not required and the
Process Designer server will use the general thread pools.
The server queue must have a minimum of two threads available. The maximum number of
threads depends on how many worker threads you need to perform the server-side
operations. The higher this value, the faster the process designer server can complete its
operations in a high-load environment. However, assigning too many threads to this function
can result in slowing down other areas of your AR System server. BMC recommends a
server queue to have a minimum of two threads and a maximum of eight threads. This

allows up to 7 operations to be performed concurrently, if required.
By enabling the audit for a process or a task, you can track the individual changes to
processes and tasks, SLAs, OLAs, and assignment rules. The details include the user who
made the change and the timestamp when the change was performed.
Click the Yes option of Delete Successful Jobs in the Configuration tab of Process Designer.
Click No only for debugging.
Adding permissions to all users who require access to Process

Designer
All users who need to create, view, or deploy processes must be given one of the following
permissions:

Process Designer Administrator – Can create, modify and deploy processes for all
Companies the user has access to. Can also map processes to ITSM fulfilment requests
(using the process Designer mapping form)
Process Designer Sub Admin – Can create processes and modify non-live processes, but
cannot deploy processes or map them to fulfilment requests.
Use the CTM:People form in the Application Administrator Console to add these permissions. If a
user does not have one of these permissions, they cannot see the Process Designer entries in the
Application List, and therefore cannot launch the web client. They also cannot successfully connect
with the thick client.
This topic discusses the following information:
To add permissions to all users who require access to Process Designer (see page 713)
To add permissions to all users who require access to Process Designer
correct company.
2. Click the Create link next to People.
3. Complete the fields as described in Adding support staff (see page 363).
5. Click Update Permission Groupsand select one of the following permission groups.
From Permission Group, select Process Designer > Process Designer Administrator.
From Permission Group, select Process Designer > Process Designer Sub Admin.

6. Complete the remaining fields in the CTM:People form.
Managing task OLAs

Operating level agreements (OLAs) are used in association with tasks. OLAs that are defined
against a task or a process template create escalation points that correspond to the target
completion time for that task or that particular request in BMC Remedy ITSM applications. You can
create notifications to be sent on creation, warning, or violation of the request SLA.
Note
You are prompted to enter details when you enter a new OLA name on the task on the
process template form.
You can perform the following tasks for task OLAs:
Creating a task OLA (see page 715)

Modifying a task OLA (see page 717)
Deleting a task OLA (see page 716)
Note
You cannot delete a task OLA that is in use by a process. You can check if the task OLA
is in use by clicking the Usage tab on the OLA Configuration window.

Creating a task OLA

This topic provides information about how to create a task OLA.
To create a task OLA
1. Log on to BMC Remedy Mid Tier as an administrator.

2. From the Home page, select Applications -> Process Designer > Process Designer
Configuration.
3. Select the OLA tab from Configuration Console.
4. Click the Add icon next to the Task OLAs section.
The OLA Configuration window opens.
5. Enter a name for the Task OLA in the Name text box.
6. Enter a company name in the Company text box.
7. Select the tag from the Business Holiday Tag drop-down menu.
8. Select the tag from the Business Workdays Tag drop-down menu.
9. Enter value in the Offset field.
You can set the offset value to support BMC Remedy ITSM Process Designer clients in
different time zones from the BMC Remedy AR System server.
10. On the Escalation Points tab, select the breach time from the Days, Hours, and Minutes
drop-down menus.
Breach time is the time required to meet the SLA. This value relates to working time, and not
elapsed time.
11. Select the percentage of the breach time at which to send a warning notification from the
Percentage drop-down menu.
12. On the Notifications tab, perform one of the following:
a.
a. Add a notification.
b. Modify a notification.
c. Delete a notification.
13. Click Save.
Deleting a task OLA

This topic provides information about how to delete a task OLA.
To delete a task OLA

2. From the Home page, select Applications > Process Designer > Process Designer
Configuration.
The OLA Configuration tab opens.
4. Select the task OLA that you want to delete, and then click the Delete icon.
A confirmation dialog box opens.
5. Click Yes to delete the selected task OLA.
Note
You cannot delete a task OLA that is in use by a process. You can check if the task OLA
is in use by clicking the Usage tab on the OLA Configuration window.

Modifying a task OLA

This topic provides information about how to modify a task OLA.
To modify a t ask OLA

Configuration.
The OLA Configuration tab opens.
4. Double-click the task OLA that you want to modify.

The OLA Configuration window opens.
5. Modify the details.
6. Click Save.
Managing task assignment rules

Task assignment rules are used to stop the process from continuing until a given criteria is met.
Note
By default, approval assignment rules are configured and should not be changed.

When a task in a process uses an assignment rule, its status remains on hold (Pending Task Rule)
until the condition defined in the rule is met. For example, you can define the rule to run a set of
tasks only after an approval of a change request is rejected.
You can perform the following tasks for task assignment rules:
Creating a task assignment rule (see page 718)

Modifying a task assignment rule (see page 719)
Deleting a task assignment rule (see page 719)
Creating a task assignment rule

This topic provides information about how to create a task assignment rule.
To create a task assignment rule
1. Log on to BMC Remedy Mid Tier as a BMC Remedy administrator.

Configuration.
The Configuration Console opens.
3. Select the Rules tab.
4. Click the Add icon.
The Assignment Rule window opens.
5. Enter a rule name in the Rule Name text box.

6. Select a field from the Field drop-down menu for which you want to define the action.
7. Select an operator value from the Operator drop-down menu.
8. Click the Set Value button.
A new window opens where you specify the time for which the task should remain on Hold
until continuing.
9. Select values from the drop-down menus Year, Months, Days, Hours, Minutes, and Seconds
.
10.
10. Click OK. The new window closes.

11. In the Assignment Rule window, enter notes (any detail about the rule) in the Notes text box.
12. Click Save.
The task assignment rule is defined.
Deleting a task assignment rule

This topic provides information about how to delete a task assignment rule.
To delete a task assignment rule
1. Log on to BMC Remedy Mid Tier as a BMC Remedy administrator

Configuration.
4. Select the rule that you want to delete.
5. Click the Delete icon.
6. Click Yes to delete the selected rule.
The selected task assignment rule is deleted.
Modifying a task assignment rule

This topic provides information about how to modify a task assignment rule.
To modify a task assignment rule
1. Log on to BMC Remedy Mid Tier as a BMC Remedy administrator

Configuration.
4.
4. Double-click the rule that you want to modify.

The Assignment Rule window opens.
5. Modify the details that you want.

6. Click Save.
The changes that you made to the assignment rule are saved.
Managing request SLAs

Service level agreements (SLAs) are used in association with requests. SLAs that are defined
against a task or a process template create escalation points that correspond to the target
completion time for that task or that particular request in BMC Remedy ITSM applications. You can
create notifications that are sent on creation, warning, or violation of the request SLA.
Note
When you enter a new SLA name on the task on the process template form, you are
prompted to enter details.
You can perform the following tasks for SLAs:
Creating a request SLA (see page 721)

Modifying a request SLA (see page 723)
Deleting a request SLA (see page 722)
Note
You cannot delete a request SLA that is in use by a process. You can check if the SLA is
in use by clicking the Usage tab on the SLA Configuration window.

Creating a request SLA

This topic provides information about how to create a request SLA.
To create a request SLA

Configuration.
3. Select the SLA tab.
4. Click the Add icon next to the Request SLAs section.
The SLA Configuration window opens.
5. Enter a name for the request SLA in the Name text box.
6. Enter your company name in the Company text box.
7. Select the tag from the Business Holiday Tag drop-down menu. This references from the
Holiday Schedule defined as part of the BMC Remedy Application Administration.
8. Select the tag from the Business Workdays Tag drop-down menu. This is a reference to the
Working Days Schedule defined as part of the BMC Remedy Application Administration.
9.
9. Enter value in the Offset field. This is the time zone offset (in hours) from the BMC Remedy
server time; Range is -12 to +12.
You can set the offset value to support BMC Remedy ITSM Process Designer clients in
different time zones from the BMC Remedy AR System server.
10. On the Escalation Points tab, select the breach time from the Days, Hours, and Minutes
drop-down menus.
Note
Breach time is the time required to meet the SLA. This value relates to working
time, and not elapsed time.
11. Select the percentage of the breach time from the Percentage drop-down menu at which to
send a warning notification to the person or group specified on the Notifications tab.
12. On the Notifications tab, perform one of the following:
a. Add a notification.
b. Modify a notification.
c. Delete a notification.
13. Click Save.
Deleting a request SLA

This topic provides information about how to delete a request SLA.
To delete a request SLA

Configuration.

4. Select the request SLA that you want to delete, and then click the Delete icon .
5. Click Yes to delete the selected Request SLA.
Note
You cannot delete a request SLA that is in use by a process. You can check if the request
SLA is in use by clicking the Usage tab on the SLA Configuration window.
Modifying a request SLA

This topic provides information about how to modify a request SLAs.
To modify a request SLA

Configuration.
4. Double-click the request SLA that you want to modify.
The SLA Configuration window opens.


6. Click Save.
Managing notifications in Process Designer

You can create notifications in Process Designer that are sent on creation, warning, or violation of
the request SLA or task OLA. The notifications for request SLA are managed from the SLA
Configuration window. Whereas, the notifications for task OLA are managed from the OLA
Configuration window.
You can perform the following:
Creating a notification (see page 724)

Modifying a notification (see page 726)
Deleting a notification (see page 725)
Creating a notification
This topic provides information about how to create a notification.
To create a notification

Before you begin
Create a request SLA or task OLA. For more information, Creating a request SLA (see
page 721) or Creating a task OLA (see page 715).
1. On SLA Configuration or the OLA Configuration window, on the Notifications tab, click the
Add icon.
The Notification window opens.
2. Select the notification type from the Notification Type drop-down menu.
The notification type is the event for which the notification executes (Creation, Warning, or
Violation of the Request SLA or Task OLA)
3. Select the group or individual to whom the notification be sent from the Send Notification To
drop-down menu.
4. If you select the type of recipient, select the recipient of the notification from the Notification
Recipient drop-down menu.
5. Click Save.
Deleting a notification
This topic provides information about how to delete a notification.
To delete a notification
Before you begin

1. On SLA Configuration or the OLA Configuration window, on the Notifications tab, select the
notification that you want to delete, and then click the Delete icon.
2. Click Save.
Modifying a notification
This topic provides information about how to modify a notification.
To modify a notification
Before you begin
1. On SLA Configuration or the OLA Configuration window, on the Notifications tab, double-
click the notification that you want to modify.
The Notification window opens.


3. Click Save.
Configuring business time

The task OLAs and request SLAs make use of the standard business time functionality provided by
BMC Remedy applications. You can access the existing entries within the task OLA or request SLA
definitions.
Note
You can add and modify business time segments. However, you cannot delete them.
You can access the business time segments directly under BMC Remedy AR System by clicking
Administration Console > Application > Business Time. For more information, see Business Time
introduction in BMC Remedy AR System online documentation.
Managing task types and properties

Task types are automatically created for each unique category, type, and name of a process task.
Additional properties are applied to support additional workflow or for informational purposes.
When a process runs in a BMC Remedy application, each task in the process stores a task type
ID. The property values are read from this task type ID (from the ABYD:Task Type Property form).
The task properties are defined with default values. You can apply the task properties to the task
type selected within the Task Types (Category/Type/task) area, all task types of the selected
category and type, all task types of the selected category, and all tasks types.

Note
The property values are applied to task types, not to individual tasks. For example, the
Cost property is applied to the Allocate Initial Priority task type. Every instance of ITIL >
Change Management > Allocate Initial Priority has the same value, irrespective of with
which process template they relate to.
Same categorization can be used in multiple templates. In BMC Remedy, you can also define
workflow rules to be applied to specific types of task across all process templates. For example,
when the Approval property is applied to a task, the tasks are executed when their task type has
the Approval property value set to Yes. By using this method, the approval type tasks are handled
independently and differently from non-approval tasks from the process definition.
Defining a property
You can define properties that you want to apply to the task types by performing the following
procedure.
To define a property
1. On the Configuration Console, click the Task Types tab.
2. Click the Add icon next to the Defined Properties section.

3. A new window opens.
4. Enter the name of the property in the Name text box.
5. Set the default value in the Default Value text box.
6. Click Save.

For example, you can configure the Go Back button. You can configure an optional display of the
Go Back button to return to previous steps when you are navigating processes with the Process
wizard. You can configure this button to return to a previous task. This feature is not provided out-
of-the-box. This button allows you to update data in related fields and also select different
outcomes when the circumstances change while the process is active. You must create and map a
property to configure the Go Back button.
To create the Go Back property
1. Log on to BMC Remedy Mid Tier as a BMC Remedy ITSM Process Designer Administrator.
2. From the Home page, from the Applications menu, select Process Designer > Process
Designer Configuration.
3. Click the Task Types tab.
4. Create a property by clicking Add.
5. In the Name field, enter Go Back.
6. In the Default Value field, enter Yes.
7. Click Save.
To map the Go Back property
1. From the Task Types table, select the task, task type, or task category to which you want to
apply the Go Back functionality.
2. Select the appropriate Apply Property to option (Selected Task, Selected Task Type,
Selected Task Category, or All).
The property that you defined appears in the Defined Properties section on the
Configuration Console. The Go Back button is visible for the tasks for which you define the
property.
Enabling auditing
You can track individual changes to processes and tasks, request SLAs and task OLAs, and
assignment rules. The details include the user who made the change, and the time when the
change was performed.
To enable auditing
1. From the Configuration Console, select the Audit tab, and then select the check boxes for
the items for which you want to maintain the audit.

2. Click the Save button for the changes to take effect.
A table that summarizes changes is created and loaded under the Audit Logs section.
You can search records by using the search criteria provided under the Search Filters section.
Click Search after you select values in the search criteria.
Configuring Process Tracker

This topic provides information about how to configure Process Tracker.
To configure Process Tracker
1. On the Advanced tab of the AR System administration console, configure the Default Web
Path.
AR System administration console
2. Restart the web services on the BMC Remedy Mid Tier server, and then restart the BMC
Remedy AR System application service on the BMC Remedy Application server after data
visualization configuration entries are created or updated manually or automatically (by
using PDICT).
Setting Process Designer preferences

You can access several configurable settings in Process Designer by clicking Tools > Options on
the toolbar. Use the following tabs available in the Options dialog box to define your preferences:

Tab Description
name
Colors Select options on this tab to enable color gradient shading for all of the shapes used in a Process diagram, by setting
tab the Primary Color and Secondary Color options. When you change the primary or secondary color, the Preview
updates automatically, to reflect the modification.
Click Designer Classic to use the selected colors as used in Process Designer 7.
Note: You must restart Process Designer after changing colors.
Logging Select options to enable logs. For more information about enabling logs, see Enabling Process Designer logs (see
tab page 2003).
Misc The following options are available:

tab
New Actions auto-complete Tasks — Activating this setting enables auto-completion of Tasks, when you create
new Actions.
Show Gridlines on startup — Enables gridlines while creating and editing Process diagrams.
Displaying process designer diagrams in Internet Explorer

If you want the process diagrams to display in Internet Explorer, you must set preferences in the
Internet Explorer browser.
To display process designer diagrams in Internet Explorer
1. In Internet Explorer, click Tools, and then select Internet Options.

2. Click Settings for Browser History.
3. Select Every time I visit the page for Check for newer versions of stored pages.
4. Click OK on the Temporary Internet Files and History Settings dialog box.
5. Click OK on the Internet Options dialog box.
Configure access points for the Create And Manage Request

action
The Create and Manage Request action ensures that tasks or actions defined in a process are
executed sequentially, executing a task or action only after the previous one is completed. You
must configure the forms and qualifications required to define the criteria for this action to be
complete on the Manage Request tab of the BMC Remedy Process Designer Configuration page.
When you add qualifications for field on a custom form, you must define a filter to map the
qualification field to a value on the form.
For example, you define a qualification for the incident form:
Char1 = "Completed" OR Char1 = "Cancelled"

You must create a filter to map the Char1 field to the desired value of the HPD:Help Desk
form to be able to use this qualification. In this case, Char1 is mapped to the $STATUS$.
When creating a Create And Manage Request action, the configured forms are displayed in the
BMC Remedy Process Designer client. Any tasks added to a process using the Create and
Manage Request action are completed based on the qualifications you add in the BMC Remedy
Process Designer Configuration form.
To configure access points for the Create And Manage Request action
1. Log on to BMC Remedy Mid Tier on your AR System server as a member of the Process
Designer Administrator group.
2. From the Home Page, select Process Designer Configuration from the Process Designer
menu.
3. Click the Manage Request tab.
The following table describes the purpose of each of the field values:
Field Description
Form Name

Field Description
Name of the BMC Remedy ITSM, BMC Remedy AR System, or custom form that is the access point for
the Create and Manage request action.
Note: If you select a custom form, you must create a mapping to your qualification in the If Action
mapping table of the form filter.
Field Name Use these fields to build the qualification for the request action.
Operation For example, select Field Name = Char 1, Operation = '=' and Field Value = "Completed". The following
Field Value qualification will be added to the Qualification box after you click the + icon:
Char1 = "Completed" OR Char 1 = "Cancelled"
Click this icon after you finish selecting your qualification to add it to the Create and Manage request
icon
action
Qualification Populated automatically with the qualifications you create using the Field Name, Operation and Field
Value fields.
4. After you complete adding all your qualifications, click Apply.
Enabling support for ad hoc task

To be able to create ad hoc tasks, do the following:
1. On the Configuration Console , click the Configuration tab.

2. Select Yes from the Support Ad-hoc Task? drop down list.
3. Click Apply.
Manually setting the default currency field

You can manually set the default values of the currency field if:
You want to modify the setting across the entire BMC Remedy IT Service Management
suite.

The installer failed to set the currency field default values.
You define the currency field default values during installation. For more information, see
Resolving errors with default currency settings (see page 1933).
To manually set the currency field default

1. Open the following folder (this is the default location on a Windows installation): C:\Program
Files\BMC Software\BMCRemedyITSMSuite\Logs\Currency_Logs.
2. Open the arcurrencydefault_error.log file and copy its contents into the Windows Clipboard.
3. Create an empty file named inputforms.txt in the following folder (default location): C:
\Program Files\BMCSoftware\BMCRemedyITSMSuite\Shared_Components\itsmcurrency.
4. Paste the contents of the arcurrencydefault_error.log file into the inputforms.txt file.
5. Open the Windows command prompt and navigate to C:\Program
Files\BMCSoftware\BMCRemedyITSMSuite\Shared_Components\itsmcurrency.
6. Run the following command:
java -jar JARCurrencyDefault.jar -x "ARServer" -u "userName"-p "password" -t "TCP

port" -F inputforms.txt -c currency/precision -d -l .
Where:
currency is USD, CAD, EUR, CNY, JPY, and so on.
precision is the number of digits to the right of the decimal point. Specify 2 for USD.
A space followed by a period is required at the end of the command. To see the
options for the currency utility, type java -jar JARCurrencyDefault.jar.
The command can take some time to complete, depending on the server capacity and load.
After the command is completed, the arcurrencydefault.log file is generated, containing the
details of the fields whose currency type and precision are set. The arcurrencydefault_error.
log file is created if any errors occur.
Configuring BMC Remedy Smart Reporting

After installing and onboarding BMC Remedy Smart Reporting, configure the application to use
This section describes the following topics:

Configuring BMC Remedy Smart Reporting installed on a distributed environment (see page
735)
Setting row-level security for Reports (see page 736)
Setting row-level security for variables (see page 738)
Updating cross launch settings (see page 739)
Configuring BMC Remedy Smart Reporting installed on a

distributed environment
When BMC Remedy Smart Reporting is installed on a distributed environment, BMC Remedy
Smart Reporting Server, BMC Remedy AR Server and BMC Remedy Mid-Tier servers are installed
on different hosts. Users should be able to open the BMC Remedy Smart Reporting URL from the
Mid-Tier as well as the BMC Remedy AR server.
For this you must do the following:
1. Add the BMC Remedy Smart Reporting IP address and host details in the BMC Remedy
Mid-Tier and BMC Remedy AR System server windows host files.
Example
The host file should include:
BMC Remedy Smart Reporting server:

10.xxx.xxx.x AR SERVER HOST NAME AR SERVER HOST NAME.domain
name
10.xxx.xxx.x MID-TIER SERVER HOST NAME MID-TIER SERVER HOST
NAME.domain name
BMC Remedy AR Server:

10.xxx.xxx.x REPORTING SERVER HOST NAME REPORTING SERVER
HOST NAME.domain name
10.xxx.xxx.x MID-TIER SERVER HOST NAME MID-TIER SERVER HOST
NAME.domain name
BMC Remedy Mid-Tier

10.xxx.xxx.x REPORTING SERVER HOST NAME REPORTING SERVER
HOST NAME.domain name
10.xxx.xxx.x AR SERVER HOST NAME AR SERVER HOST NAME.domain
name
2.
2. Import the BMC Remedy Smart Reporting certificates into the BMC Remedy AR Server and
Mid-Tier JVM Truststore. Run the following command on the BMC Remedy AR Server and
Mid-Tier machines:
Keytool –import –keystore <jvm cacerts> -file <path to the
Reporting Server certificate>
Setting row-level security for Reports

Depending on the user's group, row level security can be implemented for each report.
To apply row level security
1. Log on to the BMC Remedy Mid-Tier as a Reporting Administrator.

2. Choose Applications > Smart Reporting > Smart Reporting console.
3. On the BMC Remedy Smart Reporting console, choose Administration > Admin Console,
and from the Data Sources option, click AR System.
4. On the Data Source details, under Security, select Yes for Source Filters. An additional step
is added to at the top of the page.
5. Click Step 2.
6. In the Filters section, click Add.
7. Select Scheduled SQL Query Data Entry option and then click Next.
8. Click Edit in the Available Filter Types box.
9. On the Filter Type dialog box, click Add and enter a unique code and description. Click Add
again, and then click Save.
10. On the Filters page, from the Refresh Type options, select Updates will overwrite current
entries. All previous records will be deleted.
Define a filter query:
a. Add the filter query
Notes
- The Login ID field defined in this sample query requires that you
concatenate the Smart Reporting customer name with the login ID that the
user used when onboarding the customer. In the example, we have used
bmc. Replace it with the login ID and customer name as used during
onboarding.
- In the filter query defined below, replace Support Group with an
available filter type or the new one added in Step 9.
SELECT 'User ID',

`CTM:SupportGroupAssocPeopleLookUp`.`Login ID`+'@bmc',
'Support Group',

`CTM:Support Group`.`Support Group Name`

FROM `AR System Schema`.`CTM:SupportGroupAssocPeopleLookUp`
INNER JOIN `AR System Schema`.`CTM:Support Group`
ON
( `CTM:SupportGroupAssocPeopleLookUp`.`Support Group ID` =
`CTM:Support Group`.`Support Group ID`
)
b. Set the Frequency for the query as required and click Save.
11. Click the Filter name to open the details.
12. Click the Refresh this filter now link to view filtered data.
13. Click Step 1 on the top of the page, and then click Save.
The defined query fetches the user IDs and associated Support Groups. Once we have this
data, we need to assign this source filter to the appropriate field in the View to implement
row level security in the reports.
14. Let's take the example of assigning the source filter to the Assignee Group field in the
Incident Management module. It allows you to select the filter when you create a report
using the Incident Management view. The report data will be restricted to the associated
support group of the logged in user.
a. On the BMC Remedy Smart Reporting console, go to Administration > Admin Console
.
b. Under views select AR System > IncidentManagement, and click Edit.
c. For Edit Type, select Clone and click Continue.
d. Click Step 2 on the top of the page.
e. Under Available Fields, expand the Incident detail folder and search for Assignee
Group field.
Double click the field to open the field properties.
f. On the Access tab, from the Access Filter drop down box, select the Support Group
filter you created and click Save.
g. Click Step 4 and click Activate. Make sure you remove (Clone) from the view name
before you click Activate again to activate the view.
Now when you create a report using the Incident Management view, in the Data section of the
report, the Source Filters section is displayed under the Report Data section. Select this option to
apply the filter values. Logged on users will now see report data based on the support group that
they belong to.
Note
The process described in this example describes how to implement row level security
based on Support Groups. You can use the same procedure to define row level security
based on other fields. For this:

Update the Select statement in the SQL query provided in step 10 and replace it
with the appropriate field and table names.
Update the corresponding objects in steps 14b and 14e.
Setting row-level security for variables

BMC Remedy Smart Reporting KPI reports require that you set up row level security for variables.
For real-time data, flashboard grants access to statistical data based on user login information.
For historical and summary data in multi-tenant environments, you can grant access to flashboards
variables by implementing row-level security. If you do not set permissions for a variable, only the
administrator who created the variable can see the information in the flashboard.
This row-level security enables you to show and hide information based on a user's permissions.
For example, if you place a flashboard on a Help Desk form, you can display one set of data to
support representatives and a different set of data to requesters.
Note
When using flashboard variables for BMC Remedy Smart Reporting KPI reports, by
default, row-level security is not enabled. You must apply the hotfix provided for
SW00488484, to enable row level security for BMC Remedy Smart Reporting.
To set row-level security for variables
1. In BMC Remedy Mid Tier, open the FB:User Privilege form in New mode.
2. From the Variable list, select the variable.
3. From the User list, select a user with group permissions to the data.
Warning
You can select any user in the group, but select a user that will not be deleted. If
the user is deleted, permissions to the variable are lost, and you must select a new
user in the FB:User Privilege form.
4. From the Group list, select the group to which you want to give row-level security.
You can enter more than one group in this field by selecting from the Group list multiple
times.
5. Click Save.
6.
6. Repeat these steps for each group.

If you delete a variable, the corresponding records you created in the FB:User Privilege form
are automatically deleted.
Updating cross launch settings

Cross launch is enabling navigation from one application to another and navigating back to the
source application. For BMC Remedy Smart Reporting, cross launch is done through BMC
Remedy Mid Tier and BMC Remedy with Smart IT (Smart IT). With cross launch functionality,
when you click a ticket number hyperlink in a report in BMC Remedy Smart Reporting, the ticket
opens in other BMC applications.
If you navigate to BMC Remedy Smart Reporting from Smart IT, the ticket opens in Smart
IT.
If you navigate to BMC Remedy Smart Reporting from BMC Remedy Mid Tier, the ticket
opens in BMC Remedy Mid Tier.
The BMC Remedy AR System custom parameter is available by default when you onboard BMC
Remedy Smart Reporting. You must update the settings for BMC Remedy Mid Tier and Smart IT.
Updating BMC Remedy Mid Tier and Smart IT cross launch settings (see page 739)
Configuring additional settings for BMC Remedy Smart Reporting Cross launch when
installed in a cluster (see page 740)
Manually updating the hyperlink objects to cross launch Smart IT (see page 740)
Updating BMC Remedy Mid Tier and Smart IT cross launch settings
Notes
By default, BMC Remedy Smart Reporting provides the functionality to cross

launch to BMC Remedy Mid Tier. You must update the custom parameter for
BMC Remedy Mid Tier.
To override the default cross launch behavior and to cross launch to Smart IT, you
must update the custom parameter for Smart IT and perform the additional manual
steps to update the hyperlink objects (see page 740).
1. Log on to the BMC Remedy Mid Tier as a BMC Remedy AR System user defined as the
Reporting Administrator.
2. Choose Smart Reporting > Smart Reporting Console from the Applications menu.
3.
3. On the BMC Remedy Smart Reporting console, choose Administration > Configuration.
4. Choose System > Custom Parameters.
5. Update the following parameters:
Key Value
AR Hostname of the BMC Remedy AR Sever
MIDTIER For a stand-alone installation of Smart Reporting: <Hostname>:<Port number>

For a cluster installation of Smart Reporting: Name of the Load Balancer
PROTOCOL https or http, based on your configuratoin
SMART_IT <Smart IT Server Name>:<Port number>, for example, SMART_IT_SERVER:8082
6. Click Save.
Configuring additional settings for BMC Remedy Smart Reporting Cross launch
when installed in a cluster
If you have installed BMC Remedy Smart Reporting in a cluster, you must perform the following
configuration post-installation. This settings is necessary for the cross launch from BMC Remedy
Smart Reporting to BMC Remedy Mid-Tier when you click a link in a report and for the report
Sharing option.
Specifically when you click a record in a report, it should open the record in the mid-tier.
1. Log on to BMC Remedy Smart Reporting as the reporting super admin.

2. Choose 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
4. Save your settings.
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 (see page 739), and perform additional manual steps to
update the hyperlink objects. The method in this section 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.
Note
After executing the below steps, all the updated reports open in Smart IT and not in BMC
Remedy Mid Tier. Executing the below steps is advisable if you are using only Smart IT
and not using BMC Remedy Mid Tier.

BMC Remedy Smart Reporting is integrated with Smart IT version 1.2 or later. If your Smart IT
session is active and you cross launch from BMC Remedy Smart Reporting to Smart IT, you need
not 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.
1. Open the Incident Management view by navigating to Administration > Admin Console >
Views > AR System > Incident Management.
2. To edit the Incident Management view, click step 2 in the Incident Management view editor.
3. From the Available Fields list, expand the Incident Details directory, and double-click the
Incident Number Hyperlink object.
4. In the Format tab, replace the default URL of BMC Remedy Mid Tier with the following URL
for BMC Smart IT:
http://${SMART_IT}/ux/smart-it/#/search/##
5. Click Save.
After executing the above steps, you must remove and add the Incident Number Hyperlink
field for the tickets to open in Smart IT.
7. Go to Browse > BMC Remedy Operational Reporting > Incident Management > Incident
Details.
8. Click the expand button of the Incident Number Hyperlink field.

9. Remove the Incident Number Hyperlink field by dragging it to the Filters list.
10. Click the Incident Details folder and drag the Incident Number Hyperlink field to the report
columns.
11. Click Close.
Related topics
Configuring BMC Remedy Mid Tier to access BMC Remedy Smart Reporting (see page 1624)
Configuring BMC Remedy Smart Reporting in Smart IT

Upgrading
Refer to the BMC Remedy ITSM Deployement online documentation for consolidated installation
andupgrade procedures for all of the components in the BMC Remedy IT Service
Management (ITSM) Suite.
Integrating
This section of the information is for developers who want to use the application interfaces
associated with BMC Remedy ITSM to enable external applications, such as web services, to
create, modify, and search for tickets within the BMC Remedy ITSM applications.
Integration model (see page 743)

BMC Remedy ITSM integrations (see page 749)
Testing web services using soapUI (see page 751)
This section focuses particularly on web services. For information about other integration types,
see Integrating.
To take full advantage of the information presented, you should have a working knowledge of the
BMC Remedy Action Request System (BMC Remedy AR System) and the BMC Remedy ITSM
applications' common foundation.
Web services information is provided for the following applications:
BMC Service Desk: Incident Management

BMC Service Desk: Problem Management
Note
The Release Management module is also described in Change Management and

Release Management web services.
For information on integration with the BMC's Task Management System module, see Task
Management web services.
This information includes:
Descriptions of inputs and outputs for the interface form

Descriptions of the web services inputs and outputs, which provide a real working example
of how to use the interface forms

Integration model
One of the design requirements for the BMC Remedy ITSM Suite is that all applications and
modules must provide defined interfaces for integration purposes. These interfaces abstract the
third party applications that integrate with the BMC Remedy ITSM applications and modules.
The common model for interface forms is to use display-only forms to manage the creation of
records and relationships, and to use join forms to manage queries and modify actions.
Information
All integrations with the Incident Management and Problem Management features of
BMC Service Desk, BMC Change Management, TMS, and Cost Module should use the
provided interface forms. This abstracts any future integration from underlying changes to
those applications and modules.
In addition to the interface forms, web services are provided for most of the applications. The web
services interfaces are a layer on top of the interface forms, and provide basic define, modify, and
query capability to the applications and modules. This section provides the following information:
Integration methods (see page 743)

Associating entries with configuration items (see page 744)
Work information creation (see page 745)
Creating a service request entry (see page 746)
Mapping assignments (see page 746)
Web service function mapping (see page 746)
Functions (see page 748)
Sample code (see page 749)
Integration methods
You can integrate applications with BMC Remedy ITSM using any of the following methods:
Web services client — Moves information in and retrieves information from ITSM
applications. For more information, see Using web services (see page 744).
BMC Remedy APIs — For more information, see Using BMC Remedy APIs (see page 744).
Click here to read information in the BMC AR System documentation about using the BMC
Remedy AR System API for integration.
You implement the following application integration methods from BMC Remedy AR System:
LDAP Integration --- Imports existing user names so you can grant permission to access
applications. Click here to read information in the BMC AR System documentation about
LDAP integrations.

Vendor and View Forms --- Retrieves and displays data from external data sources in ITSM
applications. Click here to read information in the BMC AR System documentation about
Vendor and View Forms integrations.
ODBC type integrations --- For example: Excel integration based on BMC Remedy AR
System that imports user names into the ITSM foundation's People form. Click here to read
information in the BMC AR System documentation about ODBC type integrations.
Use the integration forms to create, modify, and query information about BMC Remedy ITSM
through web service clients or through third-party applications that use the standard Remedy API.
For more information about how integrations work, see Integrating.
Using web services

Web services are the most efficient way of integrating with BMC Remedy ITSM, because they
eliminate the need to create API applications. With web services, you use a web services client to
access the web services functions available in BMC Remedy ITSM (customers, however, can
choose to develop their own web service client application).
For example, an event occurs in an event-based system that causes the web services client to
connect to BMC Remedy ITSM and create an Incident, Problem, Change, or Purchase Order
ticket.
Using BMC Remedy APIs

Using various BMC Remedy APIs (Java API, C API, and Plug-ins), you can integrate a third-party
application with BMC Remedy ITSM. Using the field reference tables listed under the Developing
integrations section of the application documentation (for an example of the field reference tables,
see the tables on this page: HelpDesk_Submit_Service), you can determine what fields are needed
to create, modify, and query Incident, Problem, Change, and Purchase Order tickets.
For example, if you use a third-party application to identify incidents in a system, but have no way
of tracking them, you can access BMC Service Desk: Incident Management from the third-party
application and create an incident ticket by way of the BMC Remedy APIs.
Associating entries with configuration items

Any time you create an incident or infrastructure change entry, the architecture allows you to
associate a configuration item (CI) with the entry.
When an association is created, the association information is sent to the following forms:
AST:CMDB Associations
HPD:Associations
CHG:Association

Several methods can be used to associate CIs to incident or infrastructure change entries. One
method requires that you provide the following input values in order to create an association in the
relationship table:
CI Name — The name of a CI (as it appears in the Name field of an Asset record). For
example, CI Name: Desktop Computer.
Lookup Keyword — The ClassId of a CI (as it appears in the ClassID field of an Asset
record). For example, Lookup Keyword: BMC_COMPUTERSYSTEM.
Another method requires that you provide the following input values in order to create the
association in the relationship table and populate the CI field found in the incident or infrastructure
change forms:
CI Name — The name of a CI (as it appears in the Name field of an Asset record). Specify
this value in the HPD_CI field. For example, CI Name: Desktop Computer.
CI Reconciliation ID — The Reconciliation ID for a CI that uniquely identifies the CI across
multiple data sets. Specify this value in the HPD_CI_ReconID field.
ClassId — The ClassId of a CI (as it appears in the ClassID field of an Asset record. Specify
this value in the HPD_CI_FormName field. For example, HPD_CI_FormName:
BMC_COMPUTERSYSTEM.
CI Form Name — The name of the form that stores a CI. For example, z1D_CI_FormName:
AST:ComputerSystem.
When associating a service and populating the Service field with an incident or infrastructure
change entry, you must provide the following input values:
ServiceCI — The name of a service (as it appears in the Name field of a Business Service
record). For example, ServiceCI: Payroll Service.
ServiceCI Reconciliation ID — The Reconciliation ID of a service that uniquely identifies the
service across multiple data sets. Specify this value in the ServiceCI_ReconID field.
Note
The ServiceCI does not have to be 'Used by' the customer specified on the interface
forms like it is on the main ticketing forms.
Work information creation

You can create work information entries any time you submit or modify a ticket. Do this by placing
values in the work information fields. For a list of the work information fields required to do this
using an external application integration, see Optional input field values and Input fields.
Note

You cannot add work information entries for the BMC Asset Management application.
Creating a service request entry

Requests for the BMC Change Management application and the Incident Management feature of
the BMC Service Desk application are created by the Requester Console in BMC Remedy ITSM.
For more information, see Using the Requester console.
Note
When installed, BMC Service Request Management replaces the Requester console. For
more information, see the BMC Service Request Management online documentation.
Mapping assignments
To make sure Submit operations complete successfully, you must define the assignment mappings
for each module. These mappings are defined in the CFG:Assignment form. You need
administrator permissions to modify this form.
Web service function mapping

The following table lists the available web services and their corresponding functions:
Web service name Functions within the web service
HPD_IncidentInterface_Create_WS HelpDesk_Submit_Service
HPD_IncidentInterface_WS HelpDesk_Modify_Service
HelpDesk_Query_Service
HelpDesk_QueryList_Service
HelpDesk_GetWorkInfoList
HPD_IncidentRelationshipInterface_WS GetListOfRelatedIncidents
CHG_ChangeInterface_Create_WS Change_Submit_Service
CHG_ChangeInterface_WS Change_Modify_Service
Change_Query_Service
Change_QueryList_Service
Change_GetWorkInfoList
CHG_ChangeRelationshipInterface_WS GetListOfRelatedChanges
RMS_ReleaseInterface_WS Release_GetWorkInfoList
RMS_ReleaseRelationshipInterface_WS GetListOfRelatedReleases

PBM_ProblemInterface_Create_WS Problem_Submit_Service
KnownError_Submit_Service
Solution_Submit_Service
PBM_ProblemInterface_WS Problem_Modify_Service
Problem_Query_Service
Problem_QueryList_Service
Problem_GetWorkInfoList
PBM_KnownErrorInterface_WS KnownError_Modify_Service
KnownError_Query_Service
KnownError_QueryList_Service
KnownError_GetWorkInfoList
PBM_KnownErrorRelationshipInterface_WS GetListOfRelatedKnownErrors
PBM_ProblemRelationshipInterface_WS GetListOfRelatedProblems
PBM_SolutionInterfaceWS Solution_Modify_Service
Solution_Query_Service
Solution_QueryList_Service
Solution_AddKeyword_Service
AST_CIUnavaiability_WS GetListOfUnavailability
AST_PurchaseOrder_WS Update_PO_Confirmation
Get_Specific_PO
Get_List_Of_New_Pos
AST_PurchaseOrder_WS_noDate Update_PO_Configuration
Get_Specific_Confirmation
Get_List_Of_New_Pos
AST_PurchaseOrderInterface_WS PO_Modify_Service
PO_Query_Service
PO_GetListofNewPO_Service
TMS_TaskInterface QueryTaskOnly
QueryTaskPlusWorkInfo
QueryTaskPlusRelationships
QueryTaskPlusRelationships AndWorkInfo
UpdateTaskOnly
UpdateTaskAndWorkInfo

Related topics
(For information about, and links to web services information related specifically to BMC Asset
Management, BMC Change Management, and BMC Service Desk integrations.)
Web services for BMC Service Request Management
Web services for Work Order Management
Registering BMC Service Level Management web services
Customizing published BMC Service Level Management web services
Displaying BMC Service Level Management status in custom applications
Functions
This section provides a brief overview of the following functions:
Submit functions (see page 748)

Modify functions (see page 748)
Query functions (see page 749)
Submit functions
Submit functions are used to create a record; for example, opening a form in New mode, then
saving it as a new record. Each subsection describing submit functions can contain the following
tables:
Required input field values

These fields are required and a record is not created if they have null values.
Optional input field values
These fields are not required to create an entry, but they might need to be populated,
depending on the status the entry to be created. (See the Notes column in each table for
more information about specific fields).
Fields set by workflow
The values in these fields are generated by workflow that is triggered by the input fields
(required and optional) only. When using web services, they are not exposed to the user.
For example, the Priority field value is calculated when you populate the Impact and
Urgency fields.
When a record is created successfully, the newly created record ID is returned.
Modify functions
The creation of work log entries is the only workflow triggered by a modify function. When using
web services, if there are populated fields in the main form that you want to modify, specify those
values in the corresponding web service fields.

Warning
If you specify a null value, the null value overwrites the value currently in the form.
Note
There is no returned value to signal that a record has been modified.
Query functions
The query functions are web service-specific operations.
When using web service functions, you must specify the ticket number on which to query ( < module
>Query_Service ), or a valid AR System qualification--if you query from a list of entries ( < _module
>_QueryList_service ).
The "LIKE" operator can be used in the qualification of an unlimited character field length, this type
of field is stored as a CLOB in the database. An example of such a field is the 'Justification' field on
the Purchase Requisition.
Sample code
You can see examples of API code in Developing an API program.
BMC Remedy ITSM integrations

BMC Remedy ITSM applications each provide a set of interfaces that can be used for integrations
between applications.
BMC Asset Management interfaces

BMC Asset Management provides a set of interfaces that other applications can use to integrate
with the BMC Asset Management application.
Interfaces to BMC Asset Management include interface forms and web services. The BMC Atrium
CMDB API can be used for creating, modifying, and deleting CIs and relationships.
For more information, see Creating BMC Asset Management web services.
BMC Change Management interfaces

BMC Change Management provides a set of interfaces that other applications can use to integrate
with the BMC Remedy Change Management application.

These interfaces include a set of BMC Remedy AR System forms that provide the ability to define,
query, and modify both change requests and release requests. The interfaces also include web
services interfaces that are built on these forms to provide a mechanism for interacting with the
BMC Change Management application using web services. The interfaces, including web services,
are available for both the Change Management and Release Management modules.
For more information, see Change Management and Release Management web services and Task
Management web services.
BMC Service Desk interfaces

BMC Service Desk provides a set of interfaces that other applications can use to integrate with the
Incident Management and Problem Management features of BMC Service Desk.
These interfaces include a set of BMC Remedy AR System forms that provide the ability to define,
query, and modify incidents. They also include web services interfaces that are built on these forms
to provide a mechanism to interact with the Incident Management feature using web services.
For more information, see Developing Integrations in the BMC Service Desk documentation.
Related topics
CAI plug-in interfaces (see page 750)
CAI plug-in permission model (see page 750)
CAI plug-in interfaces

The web service setup for the Command Automation Interface (CAI) is a "complex" web service,
which means it is made up of multiple components and presented as a single interface.
The two CAI components, CAI:Events and CAI:EventParameters, are defined as a single web
service.
CAI plug-in permission model

The Command Automation Interface (CAI) has the Command Event Master role, which by default
is mapped to the Command Event Master group and can be granted to users using the People
form.
Only users in this group and BMC Remedy AR System administrators can access the CAI forms
and update fields on those forms. For implementation of event error handling, integrating
applications must have the same group and role mapping.
Integrating BMC Remedy ITSM with BMC Cloud Lifecycle

Management
The following video (4:40 min) provides step-by-step procedure to integrate BMC Remedy IT
Service Management with BMC Cloud Lifecycle Management.

https://youtu.be/yW80kp-cbJ0
Testing web services using soapUI

Testing web services requires the use of a web services client. Although any typical development
environment (for example, Java, .Net, or Perl) has some capability to consume web services, BMC
recommends that you use soapUI for testing. soapUI is a widely used open-source tool for testing
web services. To download soapUI, go to http://www.soapui.org/.
Acquiring the WSDL description (see page 751)

To acquire the WSDL description for a web service (see page 751)
Creating a project in soapUI (see page 751)
Modifying and submitting the web services request (see page 752)
Setting up a web services request to create an incident (see page 753)
Submitting and viewing response data (see page 756)
Handling group assignment (see page 757)
Adding more fields (see page 757)
Using Perl to create an incident (see page 758)
Acquiring the WSDL description

Web services testing and development is based on the use of the Web Services Description
Language (WSDL) description for a web service and its various inputs and outputs. Each web
service in BMC Remedy has an associated WSDL description. Most of the out-of-the-box web
services in BMC Remedy are password protected, which prevents you from directly downloading
the WSDL from within soapUI or a development environment.
To acquire the WSDL description for a web service
1. Open a browser and log on to your BMC Remedy AR System environment.

2. After accessing the BMC Remedy home page, change the URL in the address bar to
https://<midtierServer>/arsys/WSDL/protected/list.
A list of the web services that are exposed by the BMC Remedy platform is displayed.
3. Click the link for the required web service to download the WSDL description to your
browser.
4. Save the resulting XML content to a file.
Creating a project in soapUI

1. In the soapUI menu, select File > New soapUI project.
2.
2. Assign a name to the project.

3. In the Initial WSDL text box, navigate to the saved WSDL file that you have already
downloaded. If the BMC Remedy web service is marked as public, you can enter the URL
for the WSDL in the Initial WSDL text box. Most services are marked as protected in BMC
Remedy, requiring a separate download.
After you create the project, a sample request for each method exposed by the web service is
displayed under the project in the left-side navigator.
Modifying and submitting the web services request

Now that you have a prebuilt request, perform the following steps to modify and submit the request:
1. Supply any required values by replacing the ? in each field with the appropriate value.
Fields that are not required are prefixed with an XML comment of optional. If you do not
supply a value for an optional field, delete or comment it out from the XML request.
The following example is for the HelpDesk_Query_Service for the HPD_IncidentInterface

web service:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:urn="urn:HPD_IncidentInterface_WS">
<soapenv:Header>
<urn:AuthenticationInfo>
<urn:userName>?</urn:userName>
<urn:password>?</urn:password>

<urn:authentication>?</urn:authentication>

<urn:locale>?</urn:locale>

<urn:timeZone>?</urn:timeZone>
</urn:AuthenticationInfo>
</soapenv:Header>
<soapenv:Body>
<urn:HelpDesk_Query_Service>
<urn:Incident_Number>?</urn:Incident_Number>
</urn:HelpDesk_Query_Service>
</soapenv:Body>
</soapenv:Envelope>
To submit the request, you must supply values for userName, password, and
Incident_Number, and then remove the optional values, which results in the following XML:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:urn="urn:HPD_IncidentInterface_WS">
<soapenv:Header>

<urn:userName>YOUR_REMEDY_USER_NAME</urn:userName>
<urn:password>YOUR_REMEDY_PASSWORD</urn:password>
</soapenv:Header>
<soapenv:Body>
<urn:HelpDesk_Query_Service>
<urn:Incident_Number>INC0000009999</urn:Incident_Number>
</urn:HelpDesk_Query_Service>
</soapenv:Body>
</soapenv:Envelope>
2. Click Submit (green arrow) to send the request to the BMC Remedy web service.
The resulting content is displayed in the right-hand side of the request.
Setting up a web services request to create an incident

The main web service in BMC Remedy ITSM for creating incidents is
HPD_IncidentInterface_Create_WS. This web service has just one method, which is
HelpDesk_Submit_Service, and it allows you to create a new incident.
Set up a project in soapUI using the WSDL for this web service, and open the generated request.
Following is an example.
Note
Individual customer sites might overlay or modify this standard service, so different
customer sites might have different services.
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn="u

rn:HPD_IncidentInterface_Create_WS">
<soapenv:Header>
<urn:userName>?</urn:userName>
<urn:password>?</urn:password>

<urn:authentication>?</urn:authentication>

<urn:locale>?</urn:locale>

<urn:timeZone>?</urn:timeZone>
</soapenv:Header>
<soapenv:Body>
<urn:HelpDesk_Submit_Service>

<urn:Assigned_Group>?</urn:Assigned_Group>

<urn:Assigned_Group_Shift_Name>?</urn:Assigned_Group_Shift_Name>


<urn:Assigned_Support_Company>?</urn:Assigned_Support_Company>

<urn:Assigned_Support_Organization>?</urn:Assigned_Support_Organization>

<urn:Assignee>?</urn:Assignee>

<urn:Categorization_Tier_1>?</urn:Categorization_Tier_1>



<urn:CI_Name>?</urn:CI_Name>

<urn:Closure_Manufacturer>?</urn:Closure_Manufacturer>

<urn:Closure_Product_Category_Tier1>?</urn:Closure_Product_Category_Tier1>



<urn:Closure_Product_Model_Version>?</urn:Closure_Product_Model_Version>

<urn:Closure_Product_Name>?</urn:Closure_Product_Name>

<urn:Department>?</urn:Department>
<urn:First_Name>?</urn:First_Name>
<urn:Impact>?</urn:Impact>
<urn:Last_Name>?</urn:Last_Name>

<urn:Lookup_Keyword>?</urn:Lookup_Keyword>

<urn:Manufacturer>?</urn:Manufacturer>

<urn:Product_Categorization_Tier_1>?</urn:Product_Categorization_Tier_1>



<urn:Product_Model_Version>?</urn:Product_Model_Version>

<urn:Product_Name>?</urn:Product_Name>
<urn:Reported_Source>?</urn:Reported_Source>

<urn:Resolution>?</urn:Resolution>

<urn:Resolution_Category_Tier_1>?</urn:Resolution_Category_Tier_1>



<urn:Service_Type>?</urn:Service_Type>
<urn:Status>?</urn:Status>
<urn:Action>?</urn:Action>

<urn:Create_Request>?</urn:Create_Request>
<urn:Summary>?</urn:Summary>

<urn:Notes>?</urn:Notes>
<urn:Urgency>?</urn:Urgency>

<urn:Work_Info_Summary>?</urn:Work_Info_Summary>

<urn:Work_Info_Notes>?</urn:Work_Info_Notes>

<urn:Work_Info_Type>?</urn:Work_Info_Type>

<urn:Work_Info_Date>?</urn:Work_Info_Date>

<urn:Work_Info_Source>?</urn:Work_Info_Source>

<urn:Work_Info_Locked>?</urn:Work_Info_Locked>

<urn:Work_Info_View_Access>?</urn:Work_Info_View_Access>

<urn:Middle_Initial>?</urn:Middle_Initial>

<urn:Status_Reason>?</urn:Status_Reason>

<urn:Direct_Contact_First_Name>?</urn:Direct_Contact_First_Name>

<urn:Direct_Contact_Middle_Initial>?</urn:Direct_Contact_Middle_Initial>

<urn:Direct_Contact_Last_Name>?</urn:Direct_Contact_Last_Name>

<urn:TemplateID>?</urn:TemplateID>

<urn:ServiceCI>?</urn:ServiceCI>

<urn:ServiceCI_ReconID>?</urn:ServiceCI_ReconID>

<urn:HPD_CI>?</urn:HPD_CI>

<urn:HPD_CI_ReconID>?</urn:HPD_CI_ReconID>

<urn:HPD_CI_FormName>?</urn:HPD_CI_FormName>

<urn:WorkInfoAttachment1Name>?</urn:WorkInfoAttachment1Name>

<urn:WorkInfoAttachment1Data>cid:114727192956</urn:WorkInfoAttachment1Data>

<urn:WorkInfoAttachment1OrigSize>?</urn:WorkInfoAttachment1OrigSize>
</urn:HelpDesk_Submit_Service>
</soapenv:Body>
</soapenv:Envelope>

The BMC Remedy Impact, Reported_Source, Service_Type, Status, and Urgency fields must be
populated with values appropriate to the form. You can provide any suitable values as long as they
are in the selection lists in the form. The allowed values are also viewable in the downloaded
WSDL.
You can also reduce this request to the minimum required fields that are required to create an
incident by removing all of the Optional fields from this XML, which results in the following XML:

<soapenv:Header>
<urn:userName>YOUR_REMEDY_USERNAME</urn:userName>
</soapenv:Header>
<soapenv:Body>
<urn:First_Name>YOUR_REMEDY_FIRSTNAME</urn:First_Name>
<urn:Impact>4-Minor/Localized</urn:Impact>
<urn:Last_Name>YOUR_REMEDY_LASTNAME</urn:Last_Name>
<urn:Reported_Source>Other</urn:Reported_Source>
<urn:Service_Type>User Service Request</urn:Service_Type>
<urn:Status>New</urn:Status>
<urn:Action>CREATE</urn:Action>
<urn:Summary>YOUR_SUMMARY_NOTES</urn:Summary>
<urn:Urgency>4-Low</urn:Urgency>
</soapenv:Body>
</soapenv:Envelope>
Submitting and viewing response data

Submit this completed web services request to generate an incident. The resulting return content is
similar to the followning example:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsd="h

ttp://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soapenv:Body>
<ns0:HelpDesk_Submit_ServiceResponse xmlns:ns0="urn:
HPD_IncidentInterface_Create_WS">
<ns0:Incident_Number>INC000000104613</ns0:Incident_Number>
</ns0:HelpDesk_Submit_ServiceResponse>
</soapenv:Body>
</soapenv:Envelope>
The response value has the generated incident number for the newly created incident.

Handling group assignment

A common issue that might occur is group assignment. You might receive an error message
instead of an incident number, indicating that no automatic group assignment could occur. In some
customer environments, automatic routing of incidents to groups is not enabled, so the web
services request must include additional fields to assign the incident to a group. The additional
fields are Assigned_Group, Assigned_Support_Company, and Assigned_Support_Organization:

<soapenv:Header>
</soapenv:Header>
<soapenv:Body>
<urn:Assigned_Group>YOUR_REMEDY_ASSIGN_GROUP</urn:Assigned_Group>
<urn:Assigned_Support_Company>YOUR_REMEDY_ASSIGN_COMPANY</urn:Assigned_
Support_Company>
<urn:Assigned_Support_Organization>YOUR_REMEDY_ASSIGN_ORGANIZATION</urn:
Assigned_
Support_Organization>
</soapenv:Body>
</soapenv:Envelope>
Adding more fields

You can add any additional fields to the web services call as required, but the fields must stay in
exactly the same order as defined in the WSDL (original request). For example, to add the optional
Notes field, you can see that Notes appears after Summary and before Urgency in the original
request, which results in the following XML:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:urn=

"urn:HPD_IncidentInterface_Create_WS">
<soapenv:Header>

</soapenv:Header>
<soapenv:Body>
<urn:Assigned_Group>YOUR_REMEDY_ASSIGN_GROUP</urn:Assigned_Group>
<urn:Assigned_Support_Company>YOUR_REMEDY_ASSIGN_COMPANY</urn:Assigned_
Support_Company>
<urn:Assigned_Support_Organization>YOUR_REMEDY_ASSIGN_ORGANIZATION</urn:
Assigned_
Support_Organization>
<urn:Notes>YOUR_ADDITIONAL_NOTES</urn:Notes>
</soapenv:Body>
</soapenv:Envelope>
Using Perl to create an incident

To use the Perl environment to create an incident through web services, you must install the
SOAP::Lite, XML::Writer, and XML::Writer::String modules in the Perl environment. These modules
are available from the Comprehensive Perl Archive Network (CPAN) at www.cpan.org.
Following is an example of a Perl script that creates an incident for the BMC Remedy OnDemand
environment:
#!/usr/bin/perl -w
use SOAP::Lite
# trace=>'all'
;
use XML::Writer;
use XML::Writer::String;
my $username = "YOUR_REMEDY_USERNAME";
my $password = "YOUR_REMEDY_PASSWORD";
my $timeZone = "";
my $incident_first_name = "YOUR_REMEDY_FIRSTNAME";
my $incident_last_name = "YOUR_REMEDY_LASTNAME";
my $incident_impact = "4-Minor/Localized";
my $incident_urgency = "4-Low";
my $incident_reported_source = "Other";

my $incident_service_type = "Infrastructure Event";

my $incident_summary = "YOUR_REMEDY_SUMMARY_NOTES";
my $create_proxy = "https://midtierServer/arsys/services/ARService?server=onbmc-
s&webService=HPD_IncidentInterface_Create_WS";
onbmc_create();
sub onbmc_create {
my @logininfo = (
SOAP::Header->name('userName' => $username)->type(''),
SOAP::Header->name('password' => $password)->type(''),
SOAP::Header->name('timeZone' => $timeZone)->type('')
);
my $header = SOAP::Header->name('AuthenticationInfo' => \SOAP::Header->value(@logininf

o));
my @data = (
SOAP::Data->name(First_Name => $incident_first_name)->type('xs
d:string'),
SOAP::Data->name(Impact => $incident_impact)->type('xsd:
string'),
SOAP::Data->name(Last_Name => $incident_last_name)->type('xsd
:string'),
SOAP::Data->name(Reported_Source => $incident_reported_source)-
>type('xsd:string'),
SOAP::Data->name(Service_Type => $incident_service_type)->type('
xsd:string'),
SOAP::Data->name(Status => "New")->type('xsd:string'),
SOAP::Data->name(Action => "CREATE")->type('xsd:string'),
SOAP::Data->name(Summary => $incident_summary)->type('xsd:
string'),
SOAP::Data->name(Urgency => $incident_urgency)->type('xsd:
string')
);
my $soap = new SOAP::Lite proxy=>$create_proxy;

my $result=$soap->HelpDesk_Submit_Service($header, @data);
if ($result->fault) {
print "faultcode=" . $result->fault->{'faultcode'} . "\n";
print "faultstring=" . $result->fault->{'faultstring'} . "\n";
print "detail=" . $result->fault->{'detail'} . "\n";
}
if ($result->body && $result->body->{'HelpDesk_Submit_ServiceResponse'}) {

my %keyHash = %{ $result->body->{'HelpDesk_Submit_ServiceResponse'} };
foreach my $k (keys %keyHash) {
print "name=$k value=$keyHash{$k}\n";
}
}
}

Using
This section explains how to perform tasks pertaining to the BMC Remedy ITSM Suite. The
following information is provided:

Accessing and navigating the BMC Remedy Smart Reporting interface (see page 770)
IT Home page (see page 775)
Icons used in the interface (see page 779)
User interface standards for field labels (see page 780)
Using Global search (see page 783)
Using search (see page 795)
Using flashboards (see page 799)
Work information (see page 804)
Working with BIRT and Crystal reports (see page 805)
Using BMC Atrium Service Context (see page 1159)
Using social collaboration (see page 1162)
Working with broadcasts (see page 1172)
Changing a process name in BMC Service Management Process Model (see page 1176)
BMC Remedy Single Sign-On double authentication (see page 1177)
Related topic
Accessing and navigating the interface

Accessing the BMC Remedy ITSM Suite applications

This section describes how to start the BMC Remedy IT Service Management suite of applications
from your browser and navigate through the application.
To log in and access the BMC Remedy ITSM Suite applications
1. Type the following URL into your browser:

http://<webServer>:<port>/arsys/shared/login.jsp
<webServer>: Fully qualified name of the BMC Remedy Mid Tier system, specified in
the format server_name.company.com.

1.
<port>: (Optional) Port number (required if the web server is not on the default port)
2. In the User Name and Password fields of the Welcome page, enter your user name and
password.
3. Click Login. The IT Home Page (see page 775) opens.
Note
The IT Home page opens by default, however, system administrators can

configure another home page to open, instead.
Navigating the interface

The following topics provide information about navigating through the application:
Overview console (see page 761)

Application consoles (see page 765)
Requester Console (see page 766)
Navigating consoles, forms, and modules (see page 767)
Overview console
The information in this section is for people who fulfill one or more of the following support roles:
Problem coordinators
Service desk analysts
Specialists
Group coordinators
On-duty managers
Overview console functional areas (see page 762)

Selecting status values (see page 764)
Console List table (see page 764)
Use the Overview console if you must respond to, manage, or track individual or group work
assignments from a variety of sources. For example, either you or the group you manage might
receive work assignments from BMC Asset Management, BMC Incident Management, BMC
Problem Management, and BMC Change Management. From the Overview console, you can
quickly get information about all your work assignments and perform the procedures that you use
most often.

The Overview console provides a view of work assigned across multiple applications. The
implementation of the Overview console uses a BMC Remedy AR System ARDBC plug-in to
provide a consolidated view of all assigned work from data sources in multiple applications without
using replication of data or complex SQL views that bypass APIs.The plug-in architecture is data
driven. Configuration forms define how the plug-in is set, including which forms to query, which
fields to map to the table field, and an ARDBC form that performs the query.
As you work with the forms and dialog boxes associated with this console, you might see a plus
sign (+) included in a field label. You can type part of the information next to these fields and press
ENTER. If an exact match is located, the program automatically completes the field. If a selection
list appears, double-click the item you want to put in the field. Using auto-fill fields and lists is
faster, more consistent, and more accurate than typing the information.
Overview console functional areas

This section illustrates the functional areas of the Overview console and describes what you can do
in each of the functional areas.
Overview console functional areas
Functional Purpose
area
Overview
Console
header
Search The Global search feature lets you search across multiple forms for records that match a key term.
Show This area contains the following fields: Show and Company. These fields combine to provide a way that you
/Company can filter the records in the console table.
The Show field provides a filter by which you can manage the contents of the Console List table. The choices
are:
Submitted By Me — Shows all records submitted by you.

Assigned To Me — Shows all records assigned to you.
Assigned To My Selected Groups — Asks you to select one of the groups to which you belong, and then
displays the records assigned to that group.
Assigned To All My Groups — Displays the records assigned to or requested for all of the support
groups to which you belong.
The Company field restricts the criteria that you choose in the Show field for the selected company. This
helps you manage the number of records returned by the Show field.
Refresh Refreshes the data in the tables.
Note: Refresh does not appear in the Overview console when it is used in the IT Home page.
Navigation
pane

Functional Purpose
area
View Broadcast Opens the broadcast dialog box, from where you can view, create, modify, and delete broadcasts
, or New
Broadcast When there are unread broadcast messages, this area displays a message: New Broadcasts, followed by
the number of new messages. When there are new broadcast messages, the area also turns red.
Note: If you open the Overview console with no new broadcast messages, but the View Broadcast link is red,
open the Application Preferences dialog box and make sure that a Console View preference has been
selected.
Functions Use the links in this area to do the following actions:
Select Status Values — See only those records in a certain state, which you specify from the Select
Status Values dialog box. See Selecting status values (see page 764).
My Profile — Set your profile.
Application Preferences — Set your program preferences and options. This function is also available
from the application console.
IT Home Page Use this link to open the IT Home Page.
ROI Console Use this link to open the Return on Investment (ROI) console.
CMDB Use this link to open the BMC Atrium CMDB.
Console List
panel
View Displays a form containing detailed information about the selected record in the Console List table.
In a Hub and Spoke environment, when you click View, you open a record directly from the spoke server.
Create Creates a new record.
Create for On a hub server in a Hub and Spoke environment, creates a record after asking you to select a company from
Company a list of operating companies. The record is created and submitted on the spoke server where the company is
defined.
Print Displays a report of the record contents that can be printed.
Service Opens the Service Context Summary view for the record selected in the console table. For more information
Context about Service Context, see Using BMC Atrium Service Context (see page 1159).
Note: The Service Context icon is only available on the Overview console when you open the Overview console
from the Applications list.
Search for Opens a dialog box from which you can select the type of ticket you are searching for. After you select the type
Ticket of record from the menu, click the Select button to open a search form specific to the type of ticket you are
searching for.
Note: To see activity records and CI unavailability records, you must search for those tickets, because these
records are not displayed in the Console List table.
Preferences Using Preferences, you can control the appearance of the Console List table. For example, you can add or
remove a column.
Console List Lists the different types of requests. See Console List table (see page 764).
table

Selecting status values

You can use the Select Status Values dialog box to filter the requests that appear in the Overview
console based on their status.
To select status values
1. From the Navigation pane, choose Functions > Select Status Values.
2. In the Select Status Values dialog box, select the status values for each category from the
lists, then click OK to close the dialog box.
3. If the Assigned Work table does not refresh with the filtered records, click Refresh to reload
the table's contents.
Console List table

The Console List table lists different types of requests. The types of requests that you can choose
from depend on the applications that are installed.
The table lists the following fields:
Request ID ID of the request. The prefix identifies each type of request. See the prefix descriptions in the following table.
Parent Request ID ID of the parent request from which the current request was created, if applicable.
Request Type Type of the request. Request types include:
Incident
Problem Investigation
Known Error
Change
Release
Work Order
Summary Short description of the request
Service Service CI related to the request
Status Current status of the request
Priority Priority of the request
Assignee Group Support group to which the request assignee belongs to
Assignee User name of the user to who the request is assigned.
BMC Change Management - Change Manager

Release Management - Release Coordinator
BMC Service Request Management - Request Manager
BMC Service Desk - Assignee
A specific prefix identifies each type of request:

Prefix Description
CRQ Identifies change requests. To view and define change requests, BMC Change Management must be installed.
RLM Identifies release requests. To view and define release requests, BMC Change Management must be installed.
TAS Identifies tasks.
SDB Identifies solution database entries. To view and define solution entries, BMC Service Desk must be installed.
INC Identifies incidents. To view and define incidents, BMC Service Desk must be installed.
PBI Identifies problems. To view and define problems, BMC Service Desk must be installed.
PKE Identifies known errors. To view and define known errors, BMC Service Desk must be installed.
PR Identifies purchase requisitions. To view and define purchase requisitions, BMC Asset Management must be installed.
You can also change the table's contents by using the Show and Company filters at the top of the
console:
Show — Shows records that either are assigned to you or to your support groups.
Submitted By Me — All change requests created by you.
All — All change requests, regardless of who created them.
Assigned To Me — All change requests assigned to you.
Assigned To My Selected Group — All change requests assigned to a specific
support group of which you are a member. If you select this, you are prompted to
select the support group.
Assigned To All My Groups — All change requests assigned to all of the support
groups of which you are a member.
Company — Shows records that are created for the selected company.
If there are more entries than the system can show in the table, use the arrow keys at the right top
corner of the table to scroll through the table.
Application consoles
BMC Asset Management, BMC Change Management, and BMC Service Desk each provide one or
more consoles.
The BMC Asset Management application provides several consoles:
Asset Management
Contract Management
Purchasing
Software Asset Management (SAM)
Receiving

BMC Change Management provides a Change Management console and a Release Management
console. The Change Management console has two views: one focused on the support technician,
and one on the manager. The Change Management console also provides the ability to change the
support console to focus the work on tasks or change requests.
BMC Service Desk provides an Incident Management console and a Problem Management
console. Each of these consoles provides a single view that is intended for use by service desk
analysts and managers.
Data Management provides the Data Management Job Console.
Related topics
Incident Management consoles overview
Problem Management consoles overview
Using the Asset Management console
About the Software Asset Management (SAM) console
Viewing purchase requisitions in the Purchasing console
Receiving items using the Receiving console
About the Contract Management console
Using the Change Management Console and the Change form
Using the Release Management console and the Release form
Working with the Requester console
Navigating the Data Management Job console (see page 1215)
Requester Console
For organizations that do not install BMC Service Request Management, the Requester console is
an interface for users to create and view their requests.From the Requester console, users can
create a request that is submitted to BMC Change Management or BMC Incident Management.
Depending on how the application is configured, the console might display incident requests and
change requests entered on the user's behalf by support staff, in addition to the requests that the
user created. Users can also view requests and respond to a survey after the request has been
resolved.
Requester console users are typically employees who need assistance from the IT support staff to
implement a change or resolve an incident. However, the user might not be an employee. Non-
employees can also be users because non-registered users can also submit service requests.
Traditionally, after a user made a telephone call to a central help desk, a support staff member
logged the request. BMC Incident Management and BMC Change Management provide user self-
provisioning. Using the Requester console, users can submit, track, and (in some cases) resolve
their own requests. BMC Change Management and BMC Incident Management are preconfigured
to work with the Requester console. However, an organization can decide to make the Requester
console unavailable.

Note
BMC Service Request Management, when it is installed, replaces the Requester

console. For more information, see the BMC Service Request Management
documentation.
Requester Console users
Users of the Requester Console are usually employees who need assistance from the IT support
staff. The user or requester is typically an employee in the organization who must have a change
implemented or an incident resolved. But any member of your organization can be a requester.
However, the user might not be an employee. Non-employees can also be requesters, since non-
registered users can also submit service requests. Traditionally, after a requester made a
telephone call to a central help desk, a support staff member logged the request.
BMC Service Desk: Incident Management and BMC Change Management provide user self-
provisioning. Using the Requester Console, requesters can submit, track, and (in some cases)
resolve their own requests, and, as a result, improve the overall efficiency.
BMC Change Management and BMC Service Desk: Incident Management are preconfigured to
work with the Requester Console. However, an organization can set an option to make the
Requester Console unavailable.The Requester Console is the primary interface for requesters to
define and view their requests. From the Requester Console, you can define a request that is
submitted to BMC Change Management or BMC Service Desk: Incident Management. You can
also view requests and respond to a survey after the request has been resolved.
The following figure illustrates the key areas on the Requester Console.
Requester Console key areas
Navigating consoles, forms, and modules

This topic describes how to navigate around BMC Remedy ITSM consoles, forms, and modules:
In most cases, when you open consoles, forms, and modules from the IT Home page, they open
inside the IT Home page view. Similarly, if you open a form from a console, the form replaces the
console in the view.
Note
If you are working in a hub and spoke environment and open a spoke server record from
the hub server, the spoke server record opens in its own window. Each subsequent
spoke server record that you open from a hub server also opens in its own window. You
can open as many spoke server windows as necessary.

Be aware that opening a spoke server record on a hub server can take a little longer than
it does to open records in environments that are not configured for the Hub and Spoke
capability. This is because the hub server must first determine which spoke server to
connect to and then open the record in separate browser window.
If you open a related record from a form, the related record opens in the view that was occupied by
the form. For example, if you are working with a problem investigation (the "parent" record) and
from the parent record you open a related incident request, the incident request replaces the
parent record in the view. If you then open a change request from the incident request, the change
request replaces the incident request in the view, and so on. To help you keep track of the records
you are viewing and to help with navigation, there is a breadcrumb bar across the top of the view
field.
Note
Not all of the consoles, forms, and modules open in the view area. For example, the BMC
Remedy AR System Approval Central module opens in a new window. When a console,
module, or form opens in a window, it is not added to the breadcrumb bar.
The breadcrumb bar contains links to the records that you opened from the parent record. When
you open a record, the breadcrumb trail expands along the breadcrumb bar to the right, with the
new link. If there are more than six links in the breadcrumb trail, arrows appear at one or both ends
of the bar that let you scroll back and forward on the bar to see links not currently in the view.
The first link in the breadcrumb trail indicates the place from which you started. It can be a console
or a form. For example, if you open a change request record directly from the IT Home page, the
first link in the breadcrumb trail takes you to the change request.
The last link corresponds to the record currently in the view. If you open a link to the left of the
record currently in view, the system truncates the breadcrumb trail to that link. The history is
retained, however, so you can use the back and forward arrows in the navigation controls to move
through the bar one record at a time. There is also a history of your most recently viewed records,
which you can use to move directly to a record. Click the down arrow to open the history list.
Note
The Forward button is only visible after you move back down the breadcrumb bar by
opening a link to a record that you previously viewed.
The breadcrumb navigation buttons and bar

If you are viewing a record from the middle of the breadcrumb trail and then branch off to another
parent-type record, the system removes the forward breadcrumb trail from the point where you
branched off and starts a new history from there, using the new parent-type record as the starting
point. For example: You open a problem investigation, then open a related incident request, and
from the incident request you open a related change request. If you go back to the incident request
record and then open a second problem investigation, the breadcrumb bar no longer contains a
link to the change request. The breadcrumb trail now shows the original problem investigation, the
incident request, and the second problem investigation. It then shows any related records that you
subsequently open from the second problem investigation.
When you close the parent record, the system removes the breadcrumb history.
What happens to data as I move back and forth on the breadcrumb trail?
If you are entering information into a record and open another record from the breadcrumb trail, the
system prompts you to save the work, if you have not done so. If you do not save the information,
the system does not preserve it on the record and you must re-enter it later.
If someone updates a record on your breadcrumb trail that is not currently in the view, those
changes are visible to you when you open the record again.
How does the breadcrumb trail behave with forms in Search mode?
If you run a search from a form that is in Search mode, the last entry in the breadcrumb trail is the
name of the form.
When you open a record from the search results table, that record does not appear in the
breadcrumb trail. However, if you drill down through that record to open other related records,
those related records will appear in the breadcrumb trail.
To return to the originating record, use the history list.
Note
All of the records that you open from a form in Search mode are added to the history list.
To return to the results table, click the name of the form in the breadcrumb trail.
Can I force a second window to open?

If you press the Shift key and then double-click a record entry in any table, the record opens in a
second window. Also, if you hold the Shift key and click a link, button, and so on, the form or dialog
box associated with the link or button opens in another window.

Note
If there is a record in the history list that you want to open in a second window, press the
Shift key and then double-click the entry.
If you are working in a new record that has not yet been saved and open a new child type record
(task, activity, CI, and so on), the system will open a new window automatically to accommodate
the new child record. This prevents the information in the new, unsaved parent record from being
lost.
Which consoles, forms, and modules open in a new window?

Not all of the consoles, forms, and modules open in the IT Home page's view. The consoles, forms,
and modules in the following list open in a new window. If you open one of these from the IT Home
page, any unsaved changes to the IT Home page are lost.
Tip
Before you open any of the following consoles, forms, or modules, save the changes to
the IT Home page that you want to keep.
AR System Administration
Administration Console
Service Level Management
Analytics
Accessing and navigating the BMC Remedy

Smart Reporting interface
After you have successfully installed BMC Remedy Smart Reporting, you need to know how to
access the application and navigate around various areas of the interface. This topic provides the
following information:
Accessing BMC Remedy Smart Reporting (see page 771)

Navigating the BMC Remedy Smart Reporting interface (see page 771)
Related topic
Accessing BMC Remedy Smart Reporting content (see page 810)

Accessing BMC Remedy Smart Reporting

After successful installation, you can access BMC Remedy Smart Reporting from BMC Remedy
Mid Tier. The first time you access BMC Remedy Smart Reporting, you must update your user
profile settings (see page 1148) and set your set your locale and time zone for BMC Remedy Smart
Reporting (see page 1150).
To access BMC Remedy Smart Reporting
1. Log on to BMC Remedy Mid Tier.

2. From the Applications menu, select Smart Reporting > Smart Reporting Console.
The default landing page opens (typically, the Timeline (see page 1127) tab of your user
profile in BMC Remedy Smart Reporting).
You can customize your display preferences from your user profile settings (see page 1148) and
make the Browse (see page 812) or Dashboard (see page 811) page the default landing page for
the interface.
Navigating the BMC Remedy Smart Reporting interface

When you log on to BMC Remedy Smart Reporting, the main navigation bar at the top of each
page provides menu items to navigate around the application. Depending on your role permissions
and where you are in the application, the main navigation bar provides access to the different
components of the application.
The following image shows the main navigational areas as seen from the timeline area of a user
with an Administrator role.
Tips
For better readability, view the page in full-screen mode. From top of the page,
click Collapse left column or Open page in full screen .

Click each number to read the description from the table that follows.

The following table describes each navigational area:
Navigational area Description
Top navigation bar area
1 Dashboard The BMC Remedy Smart Reporting dashboard is your personal reporting portal, where you can view all
(see page 811) your key reports at a glance on a single page. The dashboard allows you to switch between tabs to view
subject-related reports, search your corporate repository for dashboard-enabled reports and add them to
your selected tab, or access a corporate tab.
Go back to the image (see page 771)
2 Create The Create menu gives you access to the various content builders used in the system. The options
available to you through this menu are restricted by your role permissions assigned by an administrator.
Using the options in this menu, you can create content such as reports, dashboard tabs, storyboards,
discussions, and views.
Options in the Create menu
Option Description
Report (see The Create new Report page provides an interface for creating new
page 860) custom reports.
Dashboard Tab The Dashboard Tab menu provides options to create different types of
(see page 1809) dashboard tabs such as Standard Tab, KPI Tab, and Pre-Built Tab.
Storyboard The Storyboard menu enables you to create a new storyboard.

(see page 1107)
Discussions The Discussion menu enables you to create a new discussion.

(see page 1140)

Option Description
View (see page The Initialize View page enables you to build a view by using different
1640) builder types.
3 Browse (see The Browse page is one of the main ways to find and run reports and other content such as storyboards,
page 812) dashboard tabs, and discussion topics in BMC Remedy Smart Reporting. It shows you all the content that
you have access to and provides easy access to your favorite and draft content.
4 Administration The Administration menu is available only if you have administration access in BMC Remedy Smart
Reporting. The Administration menu provides you with a list of the most commonly used administration
features to configure and manage the BMC Remedy Smart Reporting instance.
Options in the Administration menu
Option Description
Admin The Administration Console provides a single interface to perform all

Console configuration tasks in BMC Remedy Smart Reporting.
(see page
1627)
Configuration The configuration area enables you to configure the following settings:
(see page
1740) Email
System
Regional
Authentication
Integration
Content The Content Settings area enables you to configure default and formatting
Settings settings for following content types in BMC Remedy Smart Reporting:
(see page
1748) Reports
Charts
Dashboards
Storyboards
Browse page
Export (see The Export page enables you to select content from BMC Remedy Smart
page 1778) Reporting and export it to an XML file, which can be used as backup or can
be transferred to another instance of BMC Remedy Smart Reporting.
Import (see The import page enables you to select an XML file that defines content and
page 1778) import it to BMC Remedy Smart Reporting.
5 Discussion
(see page 1140)

The Discussion feature in BMC Remedy Smart Reporting provides a platform for users to collaborate. It
brings BMC Remedy Smart Reporting users, content, and external links together for viewing and
discussing. By joining discussion groups that suit your interests, you can collaborate with other users,
participate in discussions, and post relevant content.
6 User name This link enables you to navigate to your user profile area from other sections in BMC Remedy Smart
Reporting. Clicking your name opens the Timeline (see page 1127) tab within your user profile. The menu
next to your name provides a list of all tabs in your user profile, which you can directly access.
User profile area
7 Tabs in the The user profile area is your personalized view of all the activity and content in BMC Remedy Smart
user profile Reporting that is relevant to you. Using the different tabs in your user profile, you can access favorite and
area relevant content, connect to other users and view their activity, collaborate with other users, and
participate in discussions. From here, you can also apply settings to customize your view of BMC Remedy
Smart Reporting and define the way you want to interact with it.
Tabs in the user profile area
Option Description
Timeline The Timeline tab displays different types of events and content that is
(see page relevant to you in BMC Remedy Smart Reporting. Events in the system are
1127) monitored based on your preferences and connections.
Favorites The Favorites tab displays all your favorite content, such as reports,
(see page storyboards, and dashboards. You can directly open and view the content
1137) from here.
Subscriptions The Subscriptions tab displays content to which you are subscribed, such
(see page as reports, report comments, and storyboard comments.
1138)
(see
page 1138
)
Connections The Connections tab displays other users you are connected with and a list
(see page of suggested users to connect. By connecting with other users, you can
1138) interact and collaborate with them, and see their events on your timeline.
(see
page 1138
)
Discussion The Discussion feature in BMC Remedy Smart Reporting provides a

(see page platform for users to collaborate. It brings BMC Remedy Smart Reporting
1140) users, content, and external links together for viewing and discussing. By
joining discussion groups that suit your interests, you can collaborate with
other users, participate in discussions, and post relevant content.
Settings The Settings tab provides different settings to edit your personal details
(see page and personalize your BMC Remedy Smart Reporting experience. You can
1148) customize your display preferences, timezone and regional preferences,
and the way you interact with the system.

8 User profile This is your profile image, your full name, and your job title, which you uploaded from the User Profile
image settings while customizing your BMC Remedy Smart Reporting user profile (see page 1148). Clicking your
name takes you to the Profile settings page.
9 User name
and job title If you added a description about yourself in the User Profile settings, it is displayed under the job title.
10 Numbers This area displays the following numbers:

displaying
your Following—The number of user connections, which is the number of users to whom you are
connections, connected and whose timelines you are following. This is not the number of users who are
discussion following you. Clicking Following takes you to the Connections (see page 1138) tab in your user
topics, and profile.
favorite Topics—The number of discussion topics you are involved in, or are following. Clicking Topics
content takes you to the Discussion (see page 1140) tab in your user profile.
Favorites—The number of items you marked as your favorite. Clicking Favorites takes you to the
Favorites (see page 1137) tab in your user profile.
11 Types of posts In this area, you select specific types of posts to be displayed on a timeline. The default selection is All
to be Posts. Clicking Proposals or Decisions displays on specific events on the timeline.
displayed on a
timeline
12 Filter The Filter button provides a list of filters to select the type of event and content you want to see on a
timeline. You can also search for specific events to be displayed on a timeline.
13 Content This area displays thumbnails of content in each tab of your user profile area. For example, on the
display pane Timeline tab, this pane displays a feed of events and content that is relevant to you in BMC Remedy
Smart Reporting.
Other areas
14 Client name This is usually your organization name, as decided by your administrator at the time of installation.
15 Help Clicking Help takes you to the BMC Remedy Smart Reporting online documentation.
16 Close Clicking Close logs you off from BMC Remedy Smart Reporting.
IT Home page
When you start the BMC Remedy IT Service Management Suite, the IT Home page displays the
Overview console by default. However, you can set up what you want to see on the IT Home page.
If you are a system administrator, you can configure the page for all users. Otherwise, you can
configure your own user ID to see your views.

The following figure illustrates the functional areas of the IT Home page.
IT Home page and its functional areas

The following table describes each of the functional areas of the IT Home page.
Functional Purpose
area
Home page header
Logout Click Logout to exit the application.
Breadcrumb The breadcrumb bar helps you keep track of the records you are viewing and helps with navigation. For more
bar information about breadcrumbs, refer to Navigating consoles, forms, and modules (see page 767).
Global search Type in a word or a phrase in the search area, and the application will search across multiple forms for records
that match your input. For more information about global search, refer to Using Global search (see page 783).
Navigation pane
Application Depending on your permissions and other installed applications, the following links are displayed. Use them to
menu open consoles for applications as well as consoles for other features.
Quick Links
AR System Administration
AR System Sample Application
Administrator Console
Analytics
Asset Management
Atrium Core
Atrium Integrator
Change Management

Functional Purpose
area
Change Management Dashboard

Contract Management
Data Management
Foundation Elements
Incident Management
Knowledge Management
Problem Management
Process Designer
Product Catalog
Release Management
Requester Console
Return On Investment
Service Level Management
Service Request Management
Task Management
Virtual Agent
Note: When you run your mouse over the applications, you see a second menu. You can select one of
those options to go directly to a form. For example, roll over Change Management and select Change
/Release Calendar. The Calendar screen appears.
Configuration Use these buttons to configure your panel display.

Buttons
Overview
console
Company These fields combine to provide a way to indicate the company name and the assigned-to categories filtering the
and View By records in the Console List table.
Refresh This button refreshes the data in the table.
Preferences This button allows you to set preferences for the console list table. You can remove columns, set refresh
intervals, reset and save your preferences.
Console List This table lists the different types of requests.

table
Configuring the IT Home page

You can configure the IT Home page to display information of your choice. For example, Bob
Baxter is the Manager for payroll at Calbro Services. He likes to keep track of all potential
problems, changes, and incidents pertaining to his department. He also tracks software license
contracts so that he knows which ones are about to expire. Bob configures his panels to display all
the information he is looking for, as follows:
Asset Management > Contracts About to Expire in 90 Days

Change Management > All Open Changes with Extensive Impact
Incident Management > All Open Incidents with Extensive Impact
Problem Management > All Open Problems by Status and Priority

To add or delete panels

You can specify how many panels to display on your IT Home page up to a maximum of four
panels.
1. In the IT Home page, click the button.

Four panels appear.
2. To delete a panel, click the button on the panel.
To configure panels
You can select what to display on your IT Home page.
Note
You can configure your panels only with options for which you have permissions.
1. In the panel, click the Show list and run your cursor over the list of options.
2. From the list of work areas for each option, select the one to display (for example, Asset
Management > Software Certificates).
The panel displays your selection.
3. Repeat steps 1 and 2 for your other panels.
To change display on a panel, click the button to display the Show list, and make
another selection.
4. Click the button to save your IT Home page.

A dialog box confirms that your customized layout has been saved.
5. Click OK.
When you next log on, you will see your saved IT Home page.
Note
When displayed from the IT Home page, the Incident console and the Overview
console display all incident requests that are assigned to and that are owned by
the person currently logged in, even when the person's Incident Management
application preferences are configure to show only incidents that are assigned to
that person. In the situation described in this note, the application preferences
apply only when viewing the incidents from within the Service Desk application.

To expand and collapse panels
1. In the panel, click the button.

The panel collapses.
2. In the panel, click the button.

The panel expands to its original size.
To restore a default IT Home page view
1. In the IT Home page, click the button.

A dialog box informs you that the default layout for this page will be brought back.
2. Click OK to proceed or Cancel to retain your current layout.
If you click OK, the panels on the IT Home page disappear and the Overview Console is
displayed.
To hide or show the navigation pane

In the IT Home page, click the Applications button to hide or show the navigation pane.
Customizing and using the IT Home page video
Disclaimer
Icons used in the interface

This table describes the icons used on the consoles and in the Best Practice view of the application
interface.
Icon descriptions
Icon Description
Detail — Displays detailed information about the field's content. For example, if you click the Detail icon associated with
the Customer field, the People form appears with information about the customer whose name appears in the field.

Icon Description
Search — Searches for field contents. This icon is associated with fields that have the ability to open a search dialog
box or form.
Explore CI — Opens the BMC Atrium Explorer for the CIs selected in the Service and CI fields.
Clear field contents — Clears the contents of the field and allows you to make another selection. It does not delete the
record.
User interface standards for field labels

On BMC Remedy ITSM forms, field labels provide data entry hints.
The following table lists the significance of field-label formats and special characters.
Significance of field labels for data entry
Field-label Significance for data entry

format or
special
characters
Bold label Field is required to submit and update the form.
Note: If you leave the field blank when you attempt to submit the form, the field is highlighted with a red border.
Field label not Field is optional.

bolded
Label followed Field is Section 508 compliant.

by an asterisk
(*)
Italicized label System-generated value for this field. Typically this field is read-only for the user.
Label followed Additional functionality is associated with this field. Typically, you access this functionality by pressing Enter.
by a plus sign For example, you might press Enter in a field to access a search dialog box or to perform a search based on
the value typed into the field.
If a field label followed by a plus sign is also bolded, the field is required. Otherwise, the field is optional.
Performing common Foundation tasks

This topic describes how to perform tasks that are common across all of the BMC Remedy ITSM
Suite.
Searching for information (see page 781)

Modifying information (see page 781)
Deleting information (see page 782)

Searching for information

Use the following procedure to search for information by using the Application Administration
Console. You can search for information already configured in the system by using any of the
forms.
To search for information
1. Open the form that contains the information that you want to find. For example, to open the
Company form:
a. On the Custom Configuration tab of the Application Administration Console, choose
Foundation> Organizational Structures> Companies and Organizations.
b. Click Open. The form appears in New mode.
2. In a browser, change to Search mode by clicking Search on the form.
3. Enter the search criteria.
Tip
Keep your search as narrow as possible. For example, if you perform a search by
city name alone, the search might take a long time and degrade performance on
the BMC Remedy AR System Server.
4. Click Search. The records returned by the search are displayed in the results list at the top
of the form.
Modifying information
This procedure describes how to modify information by using the Application Administration
Console. You can make modifications to information already configured in the system by using any
of the forms.
To modify information
1. Open the form that contains the information to modify.

2. Search for the information to modify.
3. Select the item to modify from the search results list. The information for the selected entry
appears in the form.
4. Make the modifications, and then click Save.

Deleting information
Use the following procedure to delete information by using the Application Administration Console.
You can delete information already configured in the system by using any of the forms. To delete
information, you must be a member of the Administrator permission group, with the following
exception:
Note
Users with the following permissions are able to delete site, company, and relationship
records:
Unrestricted Access
General Access
Contact People HR Admin
Config Group Mapping Admin
Config Categorization Admin
For more information about these permissions, see Foundation module permission groups
(see page 203).
Warning
The information is permanently deleted.
To delete information
1. Open the form that contains the information to delete.

2. Search for the information to delete.
3. Select the item to delete from the search results list. The information for the selected entry
appears in the form.
4. If the form contains Status options, select the Delete option, and click Save. For example,
on the Company form, the Status options are in the lower, right corner of the form.
5. In a browser, click the Delete button below the results list.

Using Global search

If you have BMC Knowledge Management installed, you can use the Global search feature in any
of the BMC Remedy ITSM application consoles.
Global search searches across multiple forms for records that match a word or phrase that you
type in the search area.
Note
Global search results include information only from the forms that you have
permission to access. That is, you need permission to access an application to
have its records appear in the search results.
The Global search does not include BMC Asset Management CI's .
To use Global search (see page 783)

Limitation (see page 784)
Special characters and boolean expressions in Global search (see page 784)
To use Global search

1. In the text field to the right of the breadcrumb bar, type your search string and then click the
Search icon.
Global search
BMC Knowledge Management users can define and save their preferred sources on the
Advanced Search screen in the Knowledge Management Console. These saved criteria are
automatically applied whenever you perform a Global search, and search results are limited
to the defined sources. For more information, see Using predefined search criteria.
2. Locate the record you want in the search results table and double-click it.
The record opens in the viewing area and the system updates the breadcrumb trail with an
entry for the record you opened.
Note

As you drill down through the record, each record you open is also added to the
breadcrumb trail.
If you want to maintain the contents of the search results table to view later, do not
change the text in the Search field. If you do, when you click the Search icon to
return to the search results table, the search feature will execute a new search
based on the changed content of the Search field.
3. To return to the search results table, click the Search icon again.
Limitation
Global search results might include external files that have been registered as knowledge base
items. If the search conditions are fulfilled by XML or HTML files that have been registered in this
way, the Global Search Results screen appears distorted due to the tags that are used in XML and
HTML files. Additionally, the Advanced search link on the search results screen becomes
unresponsive.
Asset CIs are not included in the Global Search.
Special characters and boolean expressions in Global search

Global search uses Full Text Search (FTS) to find the search strings in requests and other records.
Some characters are used to control the search criteria, as indicated in the following table.
Special characters and their results
Special Results Example Example

character search string results
" Performs a phrase search on the terms enclosed in the double-quotation "firewall
marks. blocked" firewall
(double- blocked
quotation her
marks) access
firewall
blocking
my
access
, Find requests that contain any of the specified words separated by a comma
firewall, firewall
(comma) blocking blocks
"firewall, access
blocking" firewall
will
block
access

Special Results Example Example

character search string results
firewall
is not
working
try
blocking
his
access
% Wildcard to extend the search %fire%

backfire
(percent fire
Note: You do not need to use a wildcard to extend the search for word stems,
symbol) such as "ed," "s", and "ing," because word stems are automatically included. firewall
Note
Searches that start with a wildcard character are not as efficient as searches that use an
exact phrase or a trailing wildcard. For example, searching for the term "%block" is less
efficient than searching for either "block" or "block%".
You can use use boolean expressions in your search. Boolean operators include parentheses (),
AND, OR, and NOT. The boolean operators must be specified in upper case; otherwise, they are
treated as search strings.
Boolean operators and their results
Boolean Results Example search Example results

operator string
AND Find requests that contain all of the specified words firewall AND
and phrases blocking firewall blocks access
firewall will block
access
OR Find requests that contain any of the specified words firewall OR blocking
and phrases firewall blocks access
firewall will block
access
firewall is not working
try blocking his access
NOT Exclude the specified word or phrase firewall NOT firewall is not working
blocking
() group expressions firewall AND (block,

allow) firewall blocking
access
set up firewall to allow
access

Global search results reflect both the search terms and the configuration of full text search.
Configurable options that affect search results include case sensitivity, the list of ignored words,
thesaurus, and stemming. For more information about full text search, see Enabling and disabling
full text search.
Global search indexed fields

This section provides a list of the fields on each form that are indexed for use by Global search.
The information in these fields can be found by Global search.
Activity form indexed fields (see page 786)

Help Desk form indexed fields (see page 787)
Infrastructure Change form indexed fields (see page 788)
Known Error form indexed fields (see page 789)
Problem Investigation form indexed fields (see page 790)
Release form indexed fields (see page 791)
Solution Database form indexed fields (see page 792)
Task form indexed fields (see page 793)
Work Order form indexed fields (see page 793)
Activity form indexed fields

The following is a list of the fields on the Activity form (AAS:Activity) that are indexed for use by
Global search.
Field Field ID
Activity ID 1000000182
Assignee 1000003230
Assignee Support Company 1000003228
Assignee Support Group 1000003229
Assignee Support Organization 1000003227
Company 1000000001
Notes 1000000151
Region 200000012
Request ID 10000006
Site 260000001
Site Group 200000007

Field Field ID
Summary 1000000000
z2TF Work Log Description 301389926
z2TH WorkLog 301389923
Help Desk form indexed fields

The following is a list of the fields on the Help Desk form (HPD:Help Desk) that are indexed for use
by Global search.
Field Field ID
Assigned Group 1000000217
Assigned Support Company 1000000251
Assigned Support Organization 1000000014
Catagorization Tier 3 1000000065
Categorization Tier 1 1000000063
Closed Date 1000000564
Company 1000000082
Contact Last Name 1000005782
Customer Last Name 1000000018
Detailed Description 1000000151
Incident Number 1000000161
Manufacturer 240001003
Owner 1000000715
Owner Group 1000000422
Owner Support Company 1000000426
Owner Support Organization 1000000342
Product Categorization Tier 1 200000003
Product Model/Version 240001005
Product Name 240001002
Region 200000012
Reported Date 1000000560
Resolution 1000000156

Field Field ID
Service 303497300
Service Request ID 301572100
Site 260000001
Summary 1000000000
z2TH HPD Worklog 301389614
Infrastructure Change form indexed fields

The following is a list of the fields on the Infrastructure Change form (CHG:Infrastructure Change)
that are indexed for use by Global search.
Field Field ID
Change Coordinator 1000003230
Change Coordinator Group 1000003229
Change Coordinator Support Company 1000003228
Change Coordinator Support Organization 1000003227
Change Manager 1000000403
Change Manager Group 1000000015
Change Manager Support Company 1000000251
Change Manager Support Organization 1000000014
Company 1000000001
Infrastructure Change ID 1000000182

Field Field ID
Region 200000012
Service 303497300
Site 260000001
Summary 1000000000
Vendor fields
z2TH Worklog 301389923
Known Error form indexed fields

The following is a list of the fields on the Known Error form (PBM:Known Error) that are indexed for
use by Global search.
Field Field ID
Assigend Group 1000000217
Assigned Group Pblm Mgr 1000000837
Assignee 1000000218
Company 1000000001
Known Error ID 1000000979
Service 303497300
Summary 1000000000

Field Field ID
Support Company Pblm Mgr 1000000834
Support Organization Pblm Mgr 1000000835
Tempoarary Workaround 1000000855
Vendor Name 1000000396
z2TH PBM Worklog 301389875
Problem Investigation form indexed fields

The following is a list of the fields on the Problem Investigation form (PBM:Problem Investigation)
that are indexed for use by Global search.
Field Field ID
Assigned Group Pblm Mgr 1000000837
Assignee 1000000218
Company 1000000001
Problem Investigation ID 1000000232
Region 200000012
Service 303497300
Site 260000001
Summary 1000000000

Field Field ID
Support Company Pblm Mgr 1000000834
Support Organization Pblm Mgr 1000000835
Temporary Workaround 1000000855
Vendor Name 1000000396
Release form indexed fields

The following is a list of the fields on the Release form (RMS:Release) that are indexed for use by
Global search.
Field Field ID
Company 1000000001
Region 200000012
Release Coordinator Group 1000000015
Release Coordinator 1000000403
Release Coordinator Support Company 1000000251
Release Coordinator Support Organization 1000000014
Release ID 303489800
Service 303497300
Site 260000001
Summary 1000000000
Vendor fields

Field Field ID
z2TH Worklog 301389923
Solution Database form indexed fields

The following is a list of the fields on the Solution Database form (PBM:Solution Database) that are
indexed for use by Global search.
Field Field ID
Abstract 1000000000
Assignee 1000000218
Company 1000000001
Department 200000006
Organization 1000000010
Region 200000012
Searchable 1000001469
Site 260000001
Solution 1000001203
Solution Database ID 1000001204
Summary 1000001202

Task form indexed fields

The following is a list of the fields on the Task form (TMS:Task) that are indexed for use by Global
search.
Field Field ID
Assignee 10010413
Assignee Support Company 1000000251
Assignee Support Group 10002506
Assignee Support Organization 1000000014
Catagorization Tier 3 1000000065
Company 1000000001
Name 10007000
Notes 10000101
Region 200000012
Request ID 10000006
Site 260000001
Summary 8
Task ID 1
z2TF_WorkInfoSummary 10000547
z2TH_Worklog 10000523
Work Order form indexed fields

The following is a list of the fields on the Work Order form (WOI:WorkOrder) that are indexed for
use by Global search.

Field Field ID
Company 1000000001
Region 200000012
Request Assignee 1000003230
Request Assignee Support Organization 1000003227
Request Assignee Support Company 1000003228
Request Assignee Support Group 1000003229
Request Manager 1000000403
Request Manager Group 1000000015
Request Manager Support Company 1000000251
Request Manager Support Organization 1000000014
Service 200000020
Site 260000001
Summary 1000000000
Work Order ID 1000000182
z2TH WorkLog 301389923

Using search
You can search for records from the application consoles. To do this, you can run a series of
predefined searches, search all of the records using the Search form, or create and save your own
custom searches using advanced qualifications.
Managing custom searches (see page 795)

Searching all records (see page 797)
Searching all records from a hub server (see page 798)
Methods of searching records

Method Description Reference to instructions
Predefined search Quickly find records for which you frequently search. You can Managing custom
create custom searches. searches (see page 795)
Searching all records Use this type of search when you are looking for record that is not Searching all records (see
associated with your ID or your group's ID, or any time you search page 797)
all of the records.
Advanced search (for BMC Search for computer systems with specific components. For Performing an advanced
Asset Management only) example, you can search for all computer systems running a CI search
specific patch or operating system.
BMC Atrium CMDB advanced Use the BMC Atrium CMDB query dialog box to build complex Using the BMC Atrium
CI search (for BMC Asset searches. CMDB query dialog box to
Management only) search for CIs
Managing custom searches

You can define and save custom searches in the application consoles. Custom searches using
advanced qualifications allow you to create searches with very specific search criteria, which you
can save for reuse. After you save the custom search, it appears in the My Searches list of the
Manage My Searches dialog. It is also listed in My Searches list under the Filter By field.
Note
The My Searches options is listed only after a custom search is defined.
To define a custom search (see page 796)

To edit or delete a custom search filter (see page 797)

To define a custom search
1. At the top of the console, click the icon beside the Filter by field.
2. On the Manage My Searches dialog, in the Search Name field type a name for the search.
3. Click Build Search Qualification to open the Advanced Qualification Search Builder dialog
box, and then define the search qualification.
4. From the Keywords or Fields selection boxes, select the keywords or record fields on which
you want to search.
5. To insert operators (+, =, >,<, and so on), click the appropriate operator button. Place literal
values between double quotation marks:
'Urgency' = $NULL$
'Priority' = "High"
Example
If Allen Allbrook is performing an incident request review and he needs to search for
incident requests that meet the following criteria:
Impact => 2-Significant/Large or 1-Extensive/Widespread
Service = Payroll Service
('Impact' = 2-Significant/Large" OR
'Impact' = "1-Extensive/Widespread")
AND 'Service' = Payroll Service" AND
'Last Resolved Date' >= 07/19/2008"
To search for articles where Business Service = Payroll Service:
'Business Service' ="Payroll Service" AND

'Last Resolved Date' >= "07/19/2010"
6. Click Select to close the Advanced Qualification Builder, and then click Save.
7.
7. Close the Manage My Searches dialog box.

The search appears in the My Searches list of the Filter by field.
To edit or delete a custom search filter
1. At the top of the console, click the icon beside the Filter by field to open the Manage
My Searches dialog box.
2. Under My Searches, select the search filter that you want to modify or delete.
3. To modify the search filter, edit it as necessary and then click Save.
4. To delete the search filter, click Delete.
5. Click Close.
Searching all records

The following procedure describes how to search all records. Use this type of search when you are
looking for record that is not associated with your ID or your group's ID, or any time you search all
of the records.
To search all records
1. From the application console navigation pane, choose Functions > Search application,
where application is either Work order, Change, Release, Knowledge, Problem or Incident.
A form appears that you can use to perform the search. The form is laid out in a similar way
as the actual request form. It contains the same tabs and the same fields.
2. Use the tabs and fields to build your search conditions.
To reduce the number of records found by the search, enter as much information into the
form as you can.
Note
If the Customer field is configured to search on an attribute other than First Name
or Last Name, you can still search using the customer's name by opening the
Additional Search tab and using the First Name or Last Name fields.
3. When you finish entering your search criteria, click Search.

When the search finishes, the search results table lists all the records that match the search
criteria.
Note

The search criteria are persistent. This means that if you run a search and then
close the application, the next time that you open the application and perform this
procedure, the search criteria that you entered in this step are still present in the
search form. They remain until you change or delete them.
4. Scroll through the table to find the specific record you want.
5. When you find the record, select it to display in Modify mode.
Note
When you open a record from the search results table, it is added to the history
list, but not to the breadcrumb bar. However, any related records that you open
from the record do appear in the breadcrumb bar and get added to the history list.
Searching all records from a hub server

The search form described in this procedure is associated only with hub and spoke environments.
Use this type of search from the hub server when you are looking for a record not associated with
your ID or your group's ID, or any time you must search all records.
Note
The hub and spoke search is limited to only the fields that you see on the Hub and Spoke
Search form.
To search all records
1. From the Navigation pane of the hub server, choose Functions > Search applicationName.
The Hub and Spoke Search console appears.
2. Enter the search criteria.
3. When you finish entering your search criteria, click Search.
When the search finishes, the search results list contains all the records that match the
search criteria.
4. Scroll through the results list to find the specific records that you want.
Note

When you open a record from the search results table, it is added to the history
list, but not to the breadcrumb bar. However, any related records that you open
from the record do appear in the breadcrumb bar and get added to the history list
Using flashboards
A flashboard is a real-time visual monitoring tool that shows you the state of your service
operations, warns you about potential problems, and collects and shows trend data.
KPI flashboards show how well various business processes are performing against the application
key performance indicators (KPIs).
ROI flashboards help you to determine the return on investment (ROI) that your organization
achieves from the BMC Remedy ITSM implementation.
This section describes how to use flashboards. The following topics are included:
Using the KPI flashboards (see page 799)

Using ROI flashboards (see page 801)
Viewing and displaying data (see page 802)
Related topics
Configuring KPI flashboards (see page 618)
Using the KPI flashboards

The KPI flashboards use graphs to show how well various business processes are performing
against the application key performance indicators (KPIs). If you have BMC Service Management
Process Model installed, you can also view the application KPI definitions there.
Tip
The BMC Service Management Process Model defines a key performance indicator as,
"a vital and measurable result to track the efficiency, effectiveness, and predictability of a
process."
The KPI flashboard component collects the data according to the selected customer company.
Each KPI flashboard contains two graphs that present the following types of information:
Relevant historical data — Use this graph for trending purposes. The most recent historical
data displayed in the graph is collected from the previous month. Historical data goes back
to a maximum of one year.

Note
Historical data only appears in a graph when that historical data exists in the
database. Typically, new or recent installations, or upgrades, of the ITSM
applications might not have historical data available.
Current, or real time data — Use this graph to see what is happening with the business
process now. In most cases, the displayed real time data is collected from the first day of the
current month to today's date. You can also view the individual request records that are
reported by the real time flashboard graph. For example, you can view all of the incident or
change request records that are reported by the Incident Backlog KPI or the Change
Backlog KPI flashboard.
For information about how to do this, see Viewing and displaying data (see page 802).
Related topic
Opening the KPI flashboards (see page 800)
Opening the KPI flashboards

Use this procedure when you need to open the KPI flashboards to view the information that they
contain.
To open the KPI flashboards
1. Choose Functions > KPIs.

2. From the Company list select the customer company for which you want to view KPI
flashboards.
3. From the Navigation pane, choose Process KPIs > KPIflashboardLink.
KPIflashboardLink is the link to the specific KPI flashboard that you want to see.
Tip
Click the triangle beside the Process KPI text to open and close this area of the
Navigation pane.

Using ROI flashboards

The ROI flashboard provides a platform to compare the baseline costs that were incurred prior to
implementing BMC Remedy IT Service Management with the actual costs incurred after
installation. The Service Desk ROI flashboards include the baseline incident request call-handling
and the baseline CI outage costs, while the BMC Change Management ROI flashboard provides
the cost of failed changes.
Note
In some cases, if the relative difference between the numbers reported in each graph is
large enough, the smaller graph might not appear on the flashboard. However, a number
representing the value of the smaller graph is always visible.
The information displayed in these graphs helps you to determine the return on investment (ROI)
that your organization achieves from the BMC Remedy ITSM implementation.
Note
To view the ROI console you must have ROI Viewer or ROI Admin permissions.
The ROI data is collected by the ROI flashboard component according to:
The customer company that you select in the ROI console

The date range that you specify in the ROI console
A set of parameters that are configured by someone with ROI Admin permissions
For descriptions of what the configured parameters mean, see BMC Service Desk User
documentation and BMC Change Management user documentation.
Related topics
Opening the ROI flashboards (see page 801)
Opening the ROI flashboards

This section describes the procedure to open the ROI flashboards from the BMC Remedy AR
System IT Home page.
To open the ROI flashboards
1. In the Navigation pane of the BMC Remedy AR System IT Home page, select Return on
Investment > ROI Console link.
2.
2. From the lists at the top of the ROI console, select the following parameters:
Company — The client company for which you want to create a comparison
Start Date — The start date of the period for which the graph is created. The year of
the start date must be 2000 or later.
End Date — The end date of the period for which the graph is created
Notes
The companies that you see in the Company list are controlled by
your access level. The remaining fields are completed automatically
by the application and are configurable by the system administrator.
Although you can enter a date range that includes a day of the
month, the day of the month is ignored and only the month and the
year are considered. For the purposes of the system calculations,
start date is always assumed to be the first day of the selected month
and year, and the end date is always assumed to be the last day of
the selected month and year. For example, if you enter May 21,
2009, as the Start Date, and July 10, 2009, as the End Date, the
system uses May 1, 2009, as the start date and July 31, 2009, as the
end date.
3. In the ROI Navigation pane, select the ROI that you want to view.
Note
The links to ROI flashboards are based on the BMC Remedy ITSM applications
that are installed.
Viewing and displaying data

Controls on the open flashboard help you view and display the data. The actions that you can
perform and the procedures that you use to perform them are described in the following table.
Note
Not all of the flashboards support all of these procedures.
Viewing and displaying data

Action Procedure
View specific records used to create the real time flashboard data
Use this procedure, for example, to view all of the change request records with the Status 1. Click anywhere inside
Reason field set to Successful. This does not work on the historical data graph. the real time graph.
2. In the search results
list, select the record
you want to view.
Zoom a graph
Use the zoom feature to enlarge a section of the graph. You can also use full screen mode to 1. Click the arrow in the
enlarge the entire graph as described by View a graph in full screen mode which appears later in lower left corner of the
this table. graph to expand the
bottom control panel.
The zoom functionality allows you to closely view each category on the X axis. For example, if 2. Click the magnifying
the X axis has 5 categories, you can use the zoom functionality to view only 2 categories. The glass icon, then follow
maximum zoom is a single category. For KPI reports with a single category, the zoom function is the onscreen
disabled. instructions.
Hide or display the graph legend

The default setting is to show the graph legend. The legend provides information about how to 1. Click the arrow in the
interpret the graph. Not all graphs have a legend. lower left corner of the
graph to expand the
2. Deselect or select the
Show Legend check
box to either hide or
display the legend.
Change the graph style

There are a number of different graph styles from which you can choose. For example, you can 1. Click the arrow in the
select to display the data in a line graph, a bar graph, a stacked bar graph, an area chart, and so lower left corner of the
on. Not all graphs support all graph styles. graph to expand the
2. Click the double-arrow
button, then select the
graph style you want.
Change the graph titles

You can customize the title text that appears on the graphs to suit your organization's needs. For 1. In the upper right
example, you can change the titles of the X and Y axis. corner of the graph,
click the Titles icon.
2. Change the label text
appropriately to your
organization's needs.
3. Click Apply when you
finish updating the text.
Hide or display active variables

The flashboards use active variables to fetch the data that is used to populate the graphs. If you 1. In the upper right
choose to hide a variable, then the part of the graph that uses the variable is hidden. This gives corner of the graph,
you the ability to further customize the flashboards appearance. Not all graphs have active click the Titles icon.
variables that you can turn on or off. 2. Select or deselect the
active variables that
you want to display or
hide.

Action Procedure
View a graph in full screen mode

You can display the selected graph across the entire screen for better visibility. Not all graphs 1. In the upper right
display in full screen mode. corner of the graph,
click the Full Screen
icon.
2. When you finish
viewing the graph in
full screen mode,
press ESC to restore
regular display mode.
Work information
Work Info logs are components that track work history. They replace the work diary fields used in
versions of the BMC Remedy ITSM applications earlier than version 7.0.
You can add as many separate Work Info entries to each service request. Each Work Info entry is
stored as a separate record in a BMC Remedy AR System form. This approach enables easy
reporting and searching of the Work Info entries associated with any particular record.
You can attach files to Work Info entry. The attachments are tied to the Work Info entry, which
associates the attachments to the service record. This provides context to the attachments and
makes it easy to find them.
Attachment attributes
Maximum size per attachment: No limit. The default behavior of BMC Remedy ITSM does
not limit the size of the attachments, however, you can configure a maximum attachment
size through the Max Attach field, using the AR System Administration Console (AR Admin
Console > General > Server Information > Configuration).
Maximum total number of attachments per Work Info entry: 3 files per Work Info entry. If you
need to attach more than 3 files, create additional Work Info entries in the service record
record.
Maximum total number of attachments per service request record: No limit.
Attachment naming conventions: The only attachment file naming restrictions are those
imposed by the operating system.
Attachment file type restrictions: None.
The work log system also enables record locking, making records public or hidden, and
categorizing the records.
Each application uses a separate work log form, but these separate forms use the same structure
and workflow. This disperses the processing of Work Info records to forms that are specific to each
application.

Working with BIRT and Crystal reports

BMC Remedy ITSM provides a variety of predefined reports to give you quick and easy access to
information about your system. Use the Report console to generate these reports. If the predefined
reports return more information than you need, you can manage the scope of the report using
qualifications. See the following topics:
Generating a standard report (see page 806)

Using qualifications to generate a report (see page 807)
Using advanced qualifications to generate a report (see page 808)
Showing or hiding Crystal Reports (see page 582)
From the Applications menu, choose Quick Links > AR System Report Console to view customized
reports. This release of BMC Remedy ITSM integrates the Crystal Reports from version 7.6.00 and
Web (BIRT) reports from version 7.6.01. On the web interface, a number of reports are available in
the Web (BIRT) format. Additional Crystal Reports are available only if users have a valid Crystal
Reports license and have chosen to install them for the web at the time of installation.
Note
Customer Support can only provide limited assistance if you modify predefined reports
and have a reporting problem. In addition, there is no guarantee that BMC Customer
Support can solve problems that result from these modifications. The standard reports
included with the BMC Remedy ITSM application are designed to be used without
modification.
Warning
If your database does not support the Not Equal To argument in this format: "\!=", the
content of your reports can be affected. Reports that have additional qualifications that
filter out Group By fields (for example, 'Department' \!= "Engineering") also filter out the
specified conditions and records that have Group By fields set to Unspecified or Null.
Check with your system administrator to determine whether your database supports this
form of the Not Equal To argument.
Related topics
Reporting on BMC Remedy AR System data
Using a BIRT editor to create or modify web reports

Generating a standard report

Use the following procedure to generate a standard report without qualifications. To generate a
report with qualifications, see one of the following topics:
Using qualifications to generate a report (see page 807)

Using advanced qualifications to generate a report (see page 808)
To generate a report without qualifications
1. In the navigation pane on the application console, choose Functions > Reports.
2. On the Reporting console, select one of the options under Show:
All Reports, which displays all available reports
Created by me, which displays reports that you created
3. Under Category, select applicationName > reportCategory > reportName.
A list of available reports is displayed. Reports are organized by category, some of which
contain subcategories. The reports that you see vary according to which applications are
installed.
4. Select the report that you want to run.
5. Click Run.
If you select a report that requires additional parameters, you are prompted to enter the
required parameters. For example, if the selected report requires a date range, the date
range field appears.
6. Enter the required parameters, and click OK.
7. If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Display the table of contents for the current report
Contents
Export Report Export the report to a file of the specified format

To export the report, select the appropriate page options, and click OK. The following formats are
available under the Export Format list:
Excel
PostScript
PDF
Word
PowerPoint
Print Report Print the report to HTML or PDF format
Using the web based reporting console to create and run adhoc reports (video)
Disclaimer

Related topics
For more information on creating reports, see Creating reports in the BMC Remedy AR System
server documentation.
Using qualifications to generate a report

You can manage the scope of a report by adding qualifications to the criteria that the report engine
uses to generate the report content. You can tell the report to search only certain specified fields
for particular values, or you can build advanced qualifications by using field names, keywords, and
operators.
This procedure describes how to generate basic qualifications by using the Show Additional Filter
option. To generate a report by using advanced qualifications, see Using advanced qualifications to
generate a report (see page 808).
To use qualifications to generate a report
1. From the navigation pane in the application console, choose Functions > Reports.
2. On the Report Console, select one of the options under Show:
installed.
4. Select the Show Additional Filter option. Along with a list of available fields, two sections are
displayed-the simple query builder and the advanced query builder. You use the simple
query builder to quickly construct a simple query. Alternatively, advanced users can use the
advanced query builder to build the query by using BMC Remedy AR System query syntax.
For additional information about the BMC Remedy AR System Report Console, see
Reporting on BMC Remedy AR System data.
5. Select a field name from the Available Fields list, and click Add next to the simple query
builder.
Note
Click to remove a qualification.

6. Click the down arrow next to the field name listed in the qualification box, and select the
appropriate operator. Enter or select a value for the field in the right column.
Example
If you want to enter the qualification Cost Center = 001, select the Cost Center
field, click the down arrow next to the field and select =, and then enter 001 in the
right column.
7. Repeat steps 5 and 6 for each field that you want to include in the report.
8. When you finish defining your additional qualifications, click Run.
If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Display the table of contents
Contents
Export Report Export the report to a file of the specified format

To export the report, select the appropriate page options, and click OK. The following formats are
available under the Export Format list:
Excel
PostScript
PDF
Word
PowerPoint
Print Report Print the file to HTML or PDF format
Using advanced qualifications to generate a report

You can manage the scope of a report by adding qualifications to the criteria that the report engine
uses to generate the report content. You can tell the report to search only specified fields for
particular values, or you can build advanced qualifications by using field names, keywords, and
operators.
To generate a report by using advanced qualifications
1. From the Navigation pane in the application console, choose Functions > Reports.
2. On the Report Console, select one of the options under Show:
3.

installed.
4. Select the Show Additional Filter option.
Along with a list of available fields, two sections are displayed-the simple query builder and
the advanced query builder. You use the simple query builder to quickly construct a simple
query. Alternatively, advanced users can use the advanced query builder to build the query
by using BMC Remedy AR System query syntax.
For additional information about the BMC Remedy AR System Report Console, see
Reporting on BMC Remedy AR System data.
5. Select a field name from the Available Fields list, and click Add next to the advanced query
builder. Use the BMC Remedy AR System query syntax to build your qualification.
6. Construct your qualification by using the various operators provided by the qualification
builder.
7. Repeat steps 5 and 6 for each field that you want to include in the report.
Note
Select the qualification and press Delete to remove a qualification.
8. When you finish defining your advanced qualification, click Run to view the updated report.
Using BMC Remedy Smart Reporting

This section provides information about using the different features provided by BMC Remedy
Smart Reporting
Create and manage your own reports and dashboards

Accessing BMC Remedy Smart Reporting content (see page 810)
Designing the BMC Remedy Smart Reporting dashboard (see page 824)
Creating a custom report using BMC Remedy Smart Reporting (see page 859)
View the BMC Remedy Smart Reporting out-of-the-box reports and dashboards
Out-of-the-box reports (see page 1090)
Out-of-the-box reporting dashboards (see page 1097)
Share and get inputs on your reports using the Collaboration (see page 1100)options
available for BMC Remedy Smart Reporting
Create and manage storyboards (see page 1107)for report presentation
View recent reporting activity on your timeline (see page 1127)
View notifications and messages in your Viewing report and comment notifications (see
page 1150)

Accessing BMC Remedy Smart Reporting content

You can access your BMC Remedy Smart Reporting content using any one of the following
options:
Content Description
Access
Method
Dashboard The BMC Remedy Smart Reporting dashboard is your personal reporting portal, where you can view all your key
(see page 811 reports at a glance on a single page. The dashboard allows you to switch between tabs to view subject related
) reports, search your corporate repository for dashboard enabled reports and add them to your selected tab, or
access a corporate tab.
For for information, see Dashboard Management (see page 1767).
Browse page The Browse page is one of the main ways to find and run reports in BMC Remedy Smart Reporting. It shows you
and search all the reports that you have access to and allows you to add these documents into your favorites - providing you
options (see with a short cut to you most used reports.
page 812)
For more information, see Accessing BMC Remedy Smart Reporting content using Browse options (see page
812).
My Content The My Content menu contains access to the following groups of content:
(see page 822
) 1. My Favorites: a list of the content set as 'Favorite' by the user.
2. Drafts: a list of the last 5 pieces of content accessed that are currently in Draft mode.
3. Recently Accessed: a list of recently accessed content that is currently Active.

Content Description
Access
Method
For more information, see My content (see page 822).
Inbox (see The inbox is used to share information between users. This can include reports and comments about reports. If
page 1150) you subscribe to a report or its comments, whenever comments are made to the report a new comment link will
appear.
For more information, see Viewing report and comment notifications (see page 1150) for more information.
Timeline (see The timeline is used to view event information around selected users and/or types of content.
page 1127)
For more information, see Working with a Timeline feed (see page 1127).
Finding your way around the BMC Remedy Smart Reporting dashboard
Dashboards are designed to visually display relevant reports users can view at a glance. A typical
dashboard is designed with high level reports that can drill down to more detail when required.
The dashboard allows you to display all key reports on a single page using tabs to organize by
subject and type. The tab feature also allows you to search your public repository for enabled
reports and add them to a selected tab, or grant access to pre-built public tabs.
The following image displays the main features of the dashboard:

No. Menu item Description
1 Menu Links to additional reporting functions like Create Report, Report List, Discussion.
2 User Info Provides name of the current user with links to the user's preferences.
3 Inbox Displays the number of notifications received distributed reports and comments
with links to these notification messages.
4 Search Allows you to search reports across your repository.
5 Tabs Allows you to navigate between various pages on your Dashboard.
6 Sub tabs Groups reports within the main Dashboard tab.
7 Recently Access Reports List most recently viewed reports in a session.
Option is available after you access at least one report during your session.
8 Filters Available when unit selection is present on the Dashboard.

Accessing BMC Remedy Smart Reporting content using Browse options

Choose the Browse menu option from the BMC Remedy Smart Reporting console, to access
Reporting content to set up relationships between multiple fields, and multiple reports, in order to
provide layers of interaction and analysis that the user can manipulate.
The Browse page is available in the following two formats:
Layout Description
Thumbnail layout (see The Thumbnail Layout displays your content in a gallery style view, using thumbnails to preview each
page 813) item.
Folder and list layouts The Folder and List Layouts display a list of links to each piece of content. You can preview a
(see page 816) selected item by viewing it's thumbnail in the left hand panel.

Configuring the Browse page layout

The Browse page can be restyled and configured to suit your BMC Remedy Smart Reporting
instance.
For system configuration, as an administrator choose Administration > Content Settings > Browse
tab.
As users, you can customize the number of columns displayed on the Browse Page Thumbnail
Layout. You can navigate to your settings by clicking on your Name > Settings and define the
Browse Page Columns value.
Thumbnail layout
The Thumbnail layout options allow users to view a gallery style list, rather than the text-based
style.

Search
This contains the Basic and Advanced Search functions, as well as summary information about a
piece of content selected in the Main Content panel.
Basic search
The Basic options allow for a Keyword and Content Type search, defined below.
# Item Description
1 My Content Restrict results to the My Content lists: All, Drafts, Favourites, Recent
2 Search This allows you to search for a string found either in the Name or Description of a Report, Dashboard, or
Terms Storyboard
3 Content This allows you to restrict results to a specified type of content: All, Dashboards, Reports, Storyboards, or
Type Discussion Groups
4 Advanced Opens the Advanced Search panel (see below)
5 Clear Clears the current search selections
6 Sort By This allows you to sort the results returned by your search: Name, Recent (modified), Favourites (# of),
Comments (# of), Views (# of)
7 Layout This allows you to switch between the Thumbnail view, and the Folder/List text-based views.
Advanced search
The Advanced options include the standard Basic options, as well as those listed below.
# Item Description
1 Content This allows you to restrict results to a specified type of content: All, Dashboards, Reports, or Storyboards
2 Hidden This allows you to restrict the results to only display hidden reports
3 Status This allows you to restrict the results to a specified status: All, Draft, or Active
4 Shared This allows you to restrict the results to a specified access type: All, Public, or Private
5 Tags This allows you to restrict results to a piece of content with a specified tag applied directly to it.
6 Source This allows you to search for a Report based on a specific Source. This will also return Dashboards and
Storyboards that contain such a report.
7 View

# Item Description
This allows you to search for a Report based on a specific View. This will also return Dashboards and Storyboards
that contain such a report.
Content display
Standard view
# Item Description
1 Edit This allows you to Edit Metadata, Edit, Copy
2 Delete This allows you to delete the content
3 Show Info Opens the Exapaned View - see below
4 Name Displays the Name of the content. (Blue if Active, Grey if Draft)
5 Content Type Icon Displays an icon to identify the type of content (Report, Dashboard, Storyboard)
6 Category & Sub Category Displays the storage location of the content
7 Comments Displays the number of comments associated with the content
8 Favourites Displays the number of favourites associated with the content
9 Line at bottom of display Blue if Active, Grey if Draft
Expanded view

# Item Description
1 Description Displays the Description of the content
2 More > Opens the Content Information lightbox
3 Recent User Icons Displays the Profile Image of users who have recently accessed the content.
4 Usage Chart Displays recent usage stats of the content
5 Hide Info Returns to the Standard View - see above
Folder and list layouts

The Folder and List Browse layout options allow users to view text-based lists, rather than the
thumbnail gallery style. The difference between the two options is that the Folder view separates
content by the Categories they are stored in, with Dashboards getting their own Category at the top
of the list, and the List view doesn't have any segregation.
Folder Layout List Layout

Panels
1. Search and Info Panel

2. Main Content Panel
3. My Content Panel
Search and info panel

This contains the Basic and Advanced Search functions, as well as summary information about a
piece of content selected in the Main Content panel.
Basic search
The Basic options allow for a Keyword and Content Type search, defined below.
Item Description
Keyword This allows you to search for a string found either in the Name or Description of a Report, Dashboard, or
Storyboard

Item Description
Content This allows you to restrict results to a specified type of content: All, Dashboards, Reports, Storyboards, or
Type Discussion Groups
Advanced search
The Advanced options include the standard Basic options, as well as those listed below.
Item Description
Status This allows you to restrict the results to a specified status: All, Draft, or Active
Access This allows you to restrict the results to a specified access type: All, Public, or Private
Hidden This allows you to restrict the results to only display hidden reports
Source This allows you to search for a Report based on a specific Source. This will also return Dashboards and Storyboards
that contain such a report.
View This allows you to search for a Report based on a specific View. This will also return Dashboards and Storyboards that
contain such a report.
Tags This allows you to restrict results to a piece of content with a specified tag applied directly to it.
Content information
The basic information displayed is the Name and Description of the content, as well as a
Thumbnail if appropriate. This includes Reports, Dashboards, Storyboards, Categories, and Sub
Categories.
Note
Categories and Sub Categories can only be selected in the Folder Layout.
As well as the general metadata, BMC Remedy Smart Reporting shows other information
depending on the type of content selected:
Click to expand

Content Type Information Displayed
Category
Name
Description
Number of Sub Categories
Number of Reports (if any)
Number of Dashboard Tabs (if any)
Number of Storyboards (if any)
Sub Category
Name
Description
Number of Reports (if any)
Number of Dashboard Tabs (if any)
Number of Storyboards (if any)
Security
Version History
Dashboard Tab
Name
Description
Last Modified Date
Status (Active, Draft)
Access (Public, Private)
Report
Name
Description
Last Modified Date
Display Type (Chart Only, Table and Chart, Table Only)
Builder Type (Drag & Drop Builder, Freehand SQL, CSV Import)
Run Time (average run time for the piece of content)
Dashboard Enabled
Linked (identify linked reports)
Related Reports (lists reports the content is linked to)
Tags
Storyboard
Name
Description
Last Modified Date
Last Modified By
Content actions
Delete
This allows you to delete the piece of content from the system.
Edit

This places the piece of content in draft mode, allowing you to make changes to it, and taking you
away from the Browse page.
Edit metadata
Clicking on this allows you to update various pieces of basic information relating to the piece of
content. For example:
Content Type Options
Report Name, Description, Category, Sub Category, and Tags
Dashboard Tab Tab name, Description, Audience Text, and Tags
Storyboard Title, Description, Category, Sub Category, and Tags
Clear thumbnail
This allows you to clear the thumbnail being displayed for a piece of content. Next time it is run, a
new thumbnail will be generated.
Note
This option is only available for reports at present.
Add to favorites
This allows you to add a piece of content to your favorites list.
Note

Copy
This option allows you to create a duplicate of the content, allowing you to edit it independently of
the original.
More information
Clicking on this link opens up the content information window.
Main content panel

This displays either a straight list, or categorized folder list of content, containing Dashboards,
Reports, and Storyboards. Clicking on the name of a piece of content will open it, taking you away
from the Browse page. Clicking on the description of a piece of content will select it, and display
summary information in the Search and Info Panel on the left.
Sorting can be applied to any visible columns by clicking on the Column Title.
Available columns
Column Description
Name Displays the name of the content
Description Displays the description of the content
Last Modified Displays the Date the content was most recently modified
Last Modified Displays the name of the user who most recently modified the content
By
Type Displays an icon to identify the type of content, from; Chart Only, Table and Chart, Table Only, Storyboard, and
Dashboard
Status Displays the current status of the content, from; Public, Private, and Draft
Run Type Displays the type of builder used to create the content
Run Time Displays the average run time for the piece of content
Category Displays the Category the content is stored in
Sub Category Displays the Sub Category the content is stored in
Linked Displays an icon to identify linked reports (Related Reports)
Broadcasts Displays an icon to identify reports with broadcasts
Tags Displays any tags applied to the piece of content
My Content panel
This displays Favorite, Draft, and Recently Accessed content. This panel is also displayed in the
left hand navigation bar on other pages in the system.

See My content (see page 822) for more information.
My content
Display
The My Content panel provides the user with quick access to key pieces of content. There are two
different forms this panel can take, defined by a Configuration item:
Left Navigation Panel Right My Content Panel
In order to change the way the My Content panel displays, navigation to Administration > Content
Settings > Dashboard (tab) and adjust the My Content Location setting.

Contents
The My Content panel contains access to the following groups of content:
# Item Icon Description
1 My Favorites A list of content set as 'favorite' by the user.
2 Drafts A list of the last 5 pieces of content accessed that are currently in Draft mode.
3 Recently Accessed A list of recently accessed pieces of content that are currently Active.
4 Filters A list of filters available for the report currently being displayed, if any.
My favorites
The favorites list is unique for every user. Rather than having to search for frequently used content
user can add these to their list of favorites. This allows quick and easy access to these as required.
Adding to favorites
A user creates their own list of favorites in BMC Remedy Smart Reporting by completing the
following:
1. Dashboard: the user adds a Tab to their Dashboard and it is automatically added to their
Favorites
2.
2. Report: the user views the Report and clicks on the Star icon on the Report Menu, changing
it to blue and adding it to their Favorites
3. Storyboard: the user views their Storyboard and clicks on the Star icon on the panel at the
bottom of the page, changing it to blue and adding it to their Favorites
Deleting from favorites

In order to remove an item from their favorites, a user should complete the following:
1. Dashboard: the user just needs to delete the Dashboard Tab from their Dashboard, using
the tab's menu
2. Report: the user should view the Report, and click on the same Star icon on the Report
Menu, this time changing from blue to grey. They can also click on the Delete button when
viewing the Favorites list through the Left Navigation Panel
3. Storyboard: the user should view the Storyboard and click on the same Star icon on the
panel at the bottom of the page, this time changing it from blue to grey. They can also click
on the Delete button when viewing the Favorites list through the Left Navigation Panel
Drafts
The Draft list displays content currently in draft mode, with the most recent at the top of the list.
From here you can click on the content to view it in edit mode, or click on delete to remove the
content from the system.
Recently accessed
The Recently Accessed list displays content you have been working with or viewing, with the most
recent at the top of the list. From here you can click on the content to view it.
Designing the BMC Remedy Smart Reporting dashboard

BMC Remedy Smart Reporting allows you create tabs that allow you have a consolidated view of
related reports or related Key Performance Indicators (KPI) allowing users to perform a quick and
clear system performance examination. A typical dashboard is designed with high level reports that
can drill down to more details when required.
In addition to reports you can also add:
Associated reports — that can be added as links instead of adding the complete report on
the tab. Associated reports are generally detailed reports that provide additional and
supporting information related to the tab content. However, they are too granular or complex
for use on a dashboard.
Sub tabs — that allow you to split the content of a tab across multiple layouts, while still
sharing the same set of filters.
For details about the BMC Remedy Smart Reporting dashboard, see Finding your way around the
BMC Remedy Smart Reporting dashboard (see page 811).

Recommendations
Do not modify out-of-the-box dashboards provided with BMC Remedy Smart

Reporting. However, if you choose to modify a dashboard, ensure that you first
create and save a copy of it.
Add only those reports to the dashboard that are relevant to the use cases. The
dashboard loads all reports every time you view it, which can impact performance.
Video
View a quick video on designing a dashboard using BMC Remedy Smart Reporting.
View a quick example of designing a dashboard using BMC Remedy Smart Reporting.
Creating a tab
BMC Remedy Smart Reporting allows you create report tabs that allow you have a consolidated
view of reports you would want to view together at a single glance.In addition to adding reports to
the tab, you can also add:
Associated reports — These are links to relevant reports instead of adding the complete
report on the tab. The associated reports are generally detailed reports that are too granular
or complex for use on a dashboard, providing additional, supporting information related to
the content tab.
Sub tabs — These tabs allow you to split the content of a tab across multiple layouts, while
still sharing the same filter sets.
To create a tab
1. On the BMC Remedy Smart Reporting console, select the tab type you want to create from
the Create > Dashboard Tab menu.
You can create three types of tabs:

Tab Description Type of content

type you can add
Standard These tabs have the broadest range of functionality available to them, including linked Reports and
filters and series. The only reason you would not use a Standard Tab when creating a associated reports
new tab is if you wanted to include a KPI Report on the tab. to the tab
You can then add the reports to the template, and save the tab. template
KPI This tab type is only used if you want to include KPI Reports on your tab. The reason KPI reports and
this is a separate type is that some functionality is incompatible with KPI Reports, so associated reports
the tab disables things like filters and linked series. to the tab
You can then add multiple KPI reports to the tab. template
Pre-Built This is a tab that has been created by a user and is not currently displayed on your Pre-defined
dashboard. This does not involve creating a new tab, just selecting an existing one to dashboard tabs
display.
You can then add a pre-defined tab to the dashboard.
Note: You can only have one instance of a public tab on your dashboard.
2. On the template provided for the selected tab type, you can add the appropriate content.
3. (Optional) Add any associated reports, if any.
4. a. Locate the report you want to add through the Report List panel on the left of the
screen.
b. Drag the report into the Associated Reports panel on the right of the screen.
Note
You can view Associated Reports through the default location defined in
Administration > Content Settings > Dashboard > Display Settings >
Associated Reports Location.
5. (Optional) Create sub tabs, if required.

a. Open the Dashboard Layout menu and change theSub Tabs option to On.
b. Click the + Add Sub Tab link to create new sub tabs.
c. Enter the name and then select the layout option for the sub tab. You can select from
1, 2, or 3 Column templates.
d. Click Ok.
e. Reorder the sub tabs if required by dragging them in the list on the left.
6. Click Analytical Setup to set up different types of links between reports. These include:

Filters
Time Slider
Chart Brushing
Data
Drill Down
For more information on adding these links, see Analytic setup (see page 833).
Note
Analytical Setup is available only for Standard Dashboard Tabs.
7. Click to define the dashboard settings.

Setting Description
Visible If you have a time series chart displayed on your dashboard, enable this option to display the unit selection
Unit on the tab.
Selection The following sub-options are displayed when you enable this option:
Default Units — Default unit to be displayed on the tab.
Minimum Unit — Largest selectable unit to be displayed on the tab.
Maximum Unit — Smallest selectable unit to be displayed on the tab.
Help Enabling tab help allows the user to move through the content and functionality available on a tab and view
descriptions that aid their use of the tab.
The following sub-options are displayed when you enable this option:
Display help when — Define when the help messages are displayed. The following options are available:
a) This tab is first seen — All help messages are displayed when a user views a tab for the first time
b) This tab has been updated — Help messages are displayed the first time the user views a tab after it has
been update. This allows users to understand what has changed and why
c) Every time a user logs in — Often used for accounts that are reused by multiple people. For example, you
may have a new user account set up to get people used to the system before providing them with their own
details and broader access permissions
d) When a user requests it — Help messages are displayed only when the user views it by accessing it
through the tab's menu
Help Text — Enter a meaningful description of the tab, which will be displayed as a part of the tab help.
8. Click to save the tab. Enter the following information:

Option Description
Name Provide a name for the Dashboard Tab that will be displayed on the Tab and in the Browse page.
Description Provide a description for the Tab that will help the user understand its purpose.
Category/ Select a Content Category from the drop down list, and then the relevant sub category. Sub Categories
Sub split up your content, as well as providing a layer of security.
Category The following option are available:
— BMC Remedy Key Performance Indicators: Tab has been created for KPI reports. Sub categories
include Change KPIs and Incident KPIs.
— BMC Remedy Operational Reporting: Tab has been created for BMC ITSM application reports. Sub
categories include all available ITSM application report categories.
Tags Define tags to assign to your tab that will help the user locate them.

Option Description
Access Private— When selected, activates the Dashboard Security menu, which allows you to define a list
of users that can access your tab.
Public — Select this option to allow other users of the system to access your tab. You must have
required permissions to create a public report.
9. If you set up the Dashboard tab Access to private, Dashboard Security is enabled. You
need to define which users or groups have access to the tab, and what level of access they
should be provided. To add a user:
a. Locate the user or group you wish to add to the list and click on their name.
b. Select their access level. You can define the following permissions:
Permission Description
Read This allows the user to view the tab, but make no changes to it themselves.
Update This allows the user to view and edit the tab, but prevents them from deleting it from the system.
Delete This allows the user to view, edit, and delete the tab from the system.
At least one user must have Delete access to the tab. This is so that there is
always one user that can delete the tab from the system.
After you have created the tab, you can then customize the reports added to the tab. You can:
Adjust the size and display of your reports. For more information, see Managing reports on
the dashboard tab (see page 856).
Adjust the layout template of the tab. For more information, see Dashboard Layout (see
page 830).
Create Analytic Links on the tab. For more information, see Analytic setup (see page 833).
Link Series Selection on the tab. For more information, see Series selection setup (see page
840).
Adding a KPI tab

After you have created the KPI reports in the system, you can then create a KPI tab.
To create a KPI tab:
1. Choose Create > Dashboard Tab > KPI tab.

The dashboard view is different from the regular dashboard design. The empty scale in the
middle is filled with the KPI report.
2. Click the Reports icon to search for a list of KPI reports in the list of active reports. Enter KPI
in the search box and click the search icon.
3. Add the reports by dragging them onto the KPI report portlet in the middle.

3.
4. After you add the required KPIs, click the Save menu.
5. Enter a name and short description for the KPI tab.
Click Activate to finish.
Reading and using the K PI tab

Now that you have a finished KPI Tab and Report let us see how it works.
1. Click on the next to the name of the KPI Report.

2. You can view the original report by either clicking on the View Report option or clicking on
the name of the report itself.
3. You can select the Print option to generate a hard copy of the report.
4. You can the Delete option to remove the report from the tab.
5. You can Export the report to various other programs. A list will open when you click on the
option, simply choose the program you wish to export to and it will do it for you.
6. You can Share the report via email or distribute option.
Tab builder menus

When building or editing a Dashboard tab you will have access to a range of menus, allowing you
to configure and customize the tab. Depending on the type of tab and content it contains you will
see different groups of menus displayed at different times.

Save dashboard
Option Description
Name Provide a name for the Dashboard Tab that will be displayed on the Tab and in the Browse page.
Description Provide a description for the Tab that will help the user understand its purpose.
Category Select a Content Category from the drop down list. This will then provide a list of Sub Categories to select from.
Sub Select a Content Sub Category from the list to store your Dashboard Tab in. Sub Categories split up your content,
Category as well as providing a layer of security.
Tags Define tags to assign to your tab that will help the user locate them.
Access
Private - selecting this option activates the Dashboard Security menu, which allows you to define a list of
users that can access your tab.
Public - if you have permission to create Public tabs you can select this option, allowing other users of the
system to access your tab.
Dashboard layout
Option Description
Sub
Tabs Off - sub tabs are disabled, you can only have one set of content on the tab, with a single layout defined.
On - when enabled you are able to create sub tabs to display along with your original tab content. Each sub tab
can have its own layout.

Option Description
Layout Select from 1, 2, or 3 Column templates.
Analytic setup
This menu allows you to set up several types of links between reports, including;
Filters
Time Slider
Chart Brushing
Data
Drill Down
See Analytic setup (see page 833) for more information.
Dashboard security
This menu becomes available when you set a Dashboard Tab to be Private on the Save
Dashboard menu. Here you are able to add users to the tab audience, and set their permissions to
Read, Update, or Delete.
See Tab security (see page 841) for more information.

Dashboard settings
Option Description
Visible If you have a time series chart displayed on your dashboard, with Visible Unit Selection enabled, you will be able to
Unit display the unit selection on the tab by enabling this.
Selection
Default If Visible Unit Selection is enabled, define the default unit to be displayed on the tab.
Units
Minimum If Visible Unit Selection is enabled, define the largest selectable unit to be displayed on the tab.
Unit
Maximum If Visible Unit Selection is enabled, define the smallest selectable unit to be displayed on the tab.
Unit
Help Enabling tab help allows the user to move through the content and functionality available on a tab and view
descriptions that aid their use of the tab.
Display If Help is enabled, you need to define when the help messages are displayed:
help when
This tab is first seen - when a user views a tab for the first time, all the help messages are displayed
This tab has been updated - when a tab has been updated the help messages are displayed the next time a
user views the tab, in order to ensure they understand what has changed and why
Every time a user logs in - this is often used for accounts that are reused by multiple people. For example, you
may have a new user account set up to get people used to the system before providing them with their own
details and broader access permissions
When a user requests it - this means that the help is not displayed unless a user decides to view it by
accessing it through the tab's menu
Help Text Provide a helpful description of the tab, to be displayed as part of the tab help.

Filter settings
This menu becomes available once you have linked filters on your reports through Analytic Setup.
See Formatting Filters (see page 839) under Analytic setup for more information.
Series selection setup

The Series Selection Setup menu allows you to link the select table series on your charts together,
so each chart displays the same metric.
See Series Selection Setup (see page 840) for more information.
Analytic setup
Standard tabs can be used to create relationships between multiple reports on a single tab by
using Analytic linking.
The benefits of this style of tab include:
1. Data is easy to slice and dice - users can quickly drill down on multiple dimensions and
views of their data
2. Multiple related reports can be displayed on a single tab for quick access
Linking reports
First set up a new Standard Tab by following these steps: Creating a Standard Tab (see page 825)
Link filter
Click to view details
1. Click on the Analytic Setup menu item .

2. From here you will see a list of Dashboard Reports on the left side of the setup menu, the
first selected.
Click on the report that contains the filters you wish to display on the dashboard.

3. Once you've selected a report, you will see a list of available User Prompt Filters to the right
of the report list, under the Filter Display title.
Enable the filters you wish to display on the dashboard.
4. With filters defined you now need to create links to other reports so the filter values can be
passed from your Selected report, to the others.
Click on a report you wish to pass the filter values to in the Linked Reports list at the bottom
of the page.
5. You now have the choice of linking all or some of the filters to the selected report.
Define which filters to link by changing the selection from No Link to Filter on each filter you
wish to link.
6. Now you need to define which field available to the linked report matches the field used as a
filter in the main report. The fields available will be from the view the linked report was
created on.
Select the equivalent field in each of the drop down lists available, you need to ensure you
select a field that contains the same data as the original filter. For example, you should not
link a Year filter to a Month filter.
7. Once you've linked all the filters, click the Save button at the bottom of the list. This will
return you to the previous screen. You will now notice that the icon next to the linked report
is now a tick, identifying that it has been set up.
8. You now need to repeat steps 4 to 7 for the other reports you wish to link. Click Ok to
complete the process.
See Filter values (see page 921) for more information.

Link time slider
Click here to view details

first selected.
3. Click on the report that contains the time slider you wish to use on the dashboard.
Once you've selected a report, you will need to enable linked slider.

3.
4. Set Link Slider to On.

5. With the slider enabled you now need to create links to other reports so the date/time values
can be passed from your Selected report, to the others.
Click on a report you wish to pass the slider values to in the Linked Reports list at the
bottom of the page.
6. Define your filter by changing the selection from No Link to Filter.
7. Now you need to define which field available to the linked report matches the field used as a
date slider in the main report. The fields available will be from the view the linked report was
created on.
select a field that contains the same data as the original slider. For example, you should not
link a Year slider to a Month filter.
return you to the previous screen.
You will now notice that the icon next to the linked report is now a tick, identifying that it has
been set up.
See Time Series (see page 978) for more information.

Link chart brushing

first selected.
3. Click on the report that you want to brush and link to other reports.
4. Once you've selected a report, you will need to enable linked brushing. Set Link Chart
Brushing to On.

4.
5. You now need to create links to other reports so the brushing values can be passed from
your Selected report, to the others as filters.
Click on a report you wish to pass the brushing values to in the Linked Reports list at the
bottom of the page.
6. You now have the choice of linking all or some of the filters to the selected report.
Define which filters to link by changing the selection from No Link to Filter on each filter you
wish to link.
7. Now you need to define which field available to the linked report matches the field used for
brushing in the main report. The fields available will be from the view the linked report was
created on.
select a field that contains the same data as the original brushing field. For example, you
should not link a Year brushing field to a Month filter.
been set up.
Note
Linked Brushing cannot be used at the same time as Linked Drill Down. When one
option is enabled, the other becomes unavailable.
Link data
1.

first selected.
Click on the report that you want to use data from to filter other reports.
3. Once you've selected a report, you will need to enable linked data.
Set Link Data to On.
4. You now need to select the field from the report to be taken from the result set and used to
filter other reports.
5. You now need to create links to other reports so the data can be passed from your Selected
report result set, to the others as filters.
Click on a report you wish to pass the values to in the Linked Reports list at the bottom of
the page.
6. Define the link by changing the selection from No Link to Filter on the linked data field.
7. Now you need to define which field available to the linked report matches the field used in
the main report. The fields available will be from the view the linked report was created on.
select a field that contains the same data as the original field. For example, you should not
link a Year field to a Month filter.
been set up.
Link drill down

2.
first selected.
Click on the report that you want to use drill hierarchies from to filter other reports.
3. Once you've selected a report, you will need to enable linked drill down.
Set Link Drill Down to On.
4. You now need to create links to other reports so the data can be passed from your Selected
report result set, to the others as filters.
Click on a report you wish to pass the values to in the Linked Reports list at the bottom of
the page.
5. Identify if your report is going to be linked by filters or if it contains a matching hierarchy.
a. If you are linking by filters define the link by changing the selection from No Link to
Filter on the linked data field.
b. If you are linking by a drill down hierarchy change the selection from No Link to Drill
Down Field on the linked data field.
6. Now you need to define which field available to the linked report matches the field used in
the main report. The fields available will be from the view the linked report was created on.
Once you've linked all the filters, click the Save button at the bottom of the list. This will
a. Either select the top of a matching hierarchy...
b. Or match each level of the hierarchy to an equivalent field to use as a filter.
Select the equivalent field in each of the drop down lists available, you need to
ensure you select a field that contains the same data as the original field. For
example, you should not link a Year field to a Month filter.
7. You will now notice that the icon next to the linked report is now a tick, identifying that it has
been set up.
Linked Drill Down cannot be used at the same time as Linked Brushing. When one option
is enabled, the other becomes unavailable.

See Drill Down hierarchies (see page 1672) and Drill down reports (see page 930) for more
information.
Formatting filters
Click on the Filter Settings menu item
. From here you will see a list of Dashboard Filters on the left side of the setup menu, with General
Settings currently selected.
General settings
This allows you to define the location of the filters. Depending on what you select you will provided
with additional options such as the location of the Apply button, or the initial status of the panel.
Filter settings
Clicking on a filter in the list of the left of the panel allows you to customize the display of the filter.
Click Save to apply changes.

Filter grouping
This is only available if you have your filters set to display outside of the left navigation panel.
1. Click + Add Group.

2. Enter a name for the grouping and click Add.

2.
3. Drag the group into place. Any filters below the group will be contained within it.
4. Click on the group to format it.

Standard Tabs can be used if you wish to create relationships between multiple reports on a single
tab. In a Series Selection Standard Tab you can link reports so that you are viewing the same
selectable metric across all linked reports.
Linking reports
First set up a new Standard Tab (see page 825). The reports used on the tab must:
Have Visible series selection (see page 981) charts

At least one of the charts must be restricted to a single metric view of Series Selection. For
example, a pie chart, or time series panel selection.
1. Click on the Series Selection Setup menu item .

2. From here you will need to define the Master Chart. This is the chart that controls the Series
Selection on the tab, all other charts will lose their Visible Series Selection display. The only
charts available in this lists are charts that are restricted to displaying one series at a time.
Select the Master Chart from the drop down list.
3. You will now have the option to select the Default Field. This is the metric that is displayed
across all your Series Selection charts when the tab initially loads.
Select the field you wish to display by default.
4. Once the Master report options have been defined, you will need to link your other reports to
the Master Chart's series. You will see a list of reports displayed on the left side of the setup
menu, the first selected.
Click on the report you wish to link.
5.
5. You will have a list of series available in the Master Report displayed, with a drop down list
next to each that allows you to set up links. You need to select equivalent series. For
example, if your Master Chart is displaying 'Invoiced' you should link this to an Invoicing
series in your other report.
Select the equivalent series from the drop down lists.
6. Click Save to keep the links you've created for this chart.
7. You will now need to repeat steps 4 to 6 for the other reports you wish to link. Click OK to
Tab security
Dashboard tabs have two available security settings - Public and Private.
Access Description
Public This option means that your tab's security will be based on the Content Category and Sub Category it's stored in.
Private This option means that your tab's security will be based on the Content Category and Sub Category it's stored in, as
well as additional restrictions applied to the tab itself.
Tab access
When saving your tab you will be prompted to select the Access option. If you select Public you
wont have to define any further options. If you select Private the Dashboard Security menu will
become available so that you can define who has access to the tab.
Dashboard security
If your tab's Access has been set to Private the Dashboard Security menu will become available.
Here you need to define which users have access to the tab, and what level of access.
Adding users
Once on the Dashboard Security menu you will need to define which users or groups should be
added to the Access List.
To add a user:
1. Locate the user or group you wish to add to the list and click on their name.

1.
2. Select their access level.
Defining Access Level

For each user or group you add to the Access List, you will need to define their permissions.
Permission Description
Read This allows the user to view the tab, but make no changes to it themselves.
Update This allows the user to view and edit the tab, but prevents them from deleting it from the system.
Delete This allows the user to view, edit, and delete the tab from the system.
At least one user must have Delete access to the tab. This is so that there is always one
user that can delete the tab from the system.
Applying report components to linked reports

BMC Remedy Smart reporting provides the ability to create relationships between multiple reports
on a Standard Tab. You can apply various components of one report to linked reports allowing
users to:
Quickly drill down on multiple dimensions and views of their data; Data is easy to slice and
dice.
View multiple related reports on a single tab for quick access.

Linking reports to selected report components

You can link various components from a report to all the related reports after you have added
reports to a standard tab (see page 825). You can link the following components of a report:
a filter — The selected filter is applied to all the linked reports

a time slider — The time period selected on the time slider in the report is applied to all the
linked reports
chart brushing —
data — All linked reports are filtered based on the data selected in the report
drill down — The drill hierarchies from the report is applied to all linked reports
Applying report component to linked reports
1. Click the Analytic Setup menu . This displays a list of Dashboard reports on the left
side of the setup menu.
2. Click the report that contains the component you want to relate.
3. Enable the component, if required, and then select the appropriate link criteria.The following
table describes the options to enable the component and the link criteria you need to select:
Component Enabling Selecting link criteria
the use of
a
component
Filter Not For each report:

applicable a. Click on a report you want to link to the filter in the Linked Reports list at the bottom
of the page.
b. Select the available user prompt filters to apply to the linked report.
c. Change selection to Filter from No Link on each filter you want to link.
d. Select the equivalent field from each drop down list available to define which field
available on the linked report matches the field used as a filter in the main report.
The fields available will be from the view the linked report was created on.
Make sure you select a field that contains the same data as the original filter.
For example, you should not link a Year filter to a Month filter.
For more information, see Filter values (see page 921).
Time slider Set Link After you enable the slider create links to other reports so the date/time values can be
Slider to passed from your selected report, to the reports you link.
On. For each report:
a. Click on a report you want to pass the slider values to in the Linked Reports list at
the bottom of the page.
b. Define your filter by changing the selection from No Link to Filter.
You then need to select the field available to the linked report that matches the field
used as a date slider in the main report. The fields available are taken from the view
the linked report was created on.
c. Select the equivalent field in each of the drop down lists available. Make sure you
select a field that contains the same data as the original slider. For example, you
should not link a Year slider to a Month filter.
d.

the use of
a
component
d. Save button at the bottom of the list. This will return you to the previous screen.
You will now notice that the icon next to the linked report is now a tick, identifying
that it has been set up.
e. You now need to repeat steps 4 to 7 for the other reports you wish to link. Click Ok to
For more information see, Time Series (see page 978).
Chart Set Link For each report:

Brushing Chart a. You now need to create links to other reports so the brushing values can be passed
Brushing from your Selected report, to the others as filters.
to On. Click on a report you wish to pass the brushing values to in the Linked Reports list at
the bottom of the page.
b. You now have the choice of linking all or some of the filters to the selected report.
Define which filters to link by changing the selection from No Link to Filter on each
filter you wish to link.
c. Now you need to define which field available to the linked report matches the field
used for brushing in the main report. The fields available will be from the view the
linked report was created on.
ensure you select a field that contains the same data as the original brushing field.
For example, you should not link a Year brushing field to a Month filter.
d. Once you've linked all the filters, click the Save button at the bottom of the list. This
will return you to the previous screen.
Note: Linked Brushing cannot be used at the same time as Linked Drill Down. When one
For more information see,
Data Set Link a. You now need to select the field from the report to be taken from the result set and
Data to On used to filter other reports.
. b. You now need to create links to other reports so the data can be passed from your
Selected report result set, to the others as filters.
Click on a report you wish to pass the values to in the Linked Reports list at the
bottom of the page.
c. Define the link by changing the selection from No Link to Filter on the linked data
field.
d. Now you need to define which field available to the linked report matches the field
used in the main report. The fields available will be from the view the linked report
was created on.
ensure you select a field that contains the same data as the original field. For
example, you should not link a Year field to a Month filter.
e. Once you've linked all the filters, click the Save button at the bottom of the list. This
f. You now need to repeat steps 4 to 8 for the other reports you wish to link. Click Ok to
Drill Down
a.

the use of
a
component
Set Link a. You now need to create links to other reports so the data can be passed from your
Drill Down Selected report result set, to the others as filters.
to On. Click on a report you wish to pass the values to in the Linked Reports list at the
bottom of the page.
b. Identify if your report is going to be linked by filters or if it contains a matching
hierarchy.
i. If you are linking by filters define the link by changing the selection from No
Link to Filter on the linked data field.
ii. If you are linking by a drill down hierarchy change the selection from No Link
to Drill Down Field on the linked data field.
c. Now you need to define which field available to the linked report matches the field
used in the main report. The fields available will be from the view the linked report
was created on.
i. Either select the top of a matching hierarchy...
ii. Or match each level of the hierarchy to an equivalent field to use as a filter.
Select the equivalent field in each of the drop down lists available, you need
to ensure you select a field that contains the same data as the original field.
For example, you should not link a Year field to a Month filter.
d. Once you've linked all the filters, click the Save button at the bottom of the list. This
Note: Linked Drill Down cannot be used at the same time as Linked Brushing. When one
For more information, see Drill Down hierarchies (see page 1672) and Drill down reports
(see page 930).
Formatting filters
Click on the Filter Settings menu item
. From here you will see a list of Dashboard Filters on the left side of the setup menu, with General
Settings currently selected.
General settings
This allows you to define the location of the filters. Depending on what you select you will provided
with additional options such as the location of the Apply button, or the initial status of the panel.

Filter settings
Clicking on a filter in the list of the left of the panel allows you to customize the display of the filter.
Click Save to apply changes.

Filter grouping
This is only available if you have your filters set to display outside of the left navigation panel.
1. Click + Add Group.
2.
2. Enter a name for the grouping and click Add.
3. Drag the group into place. Any filters below the group will be contained within it.
4. Click on the group to format it.
Using a tab
There is a range of functionality available on the dashboard, including filters, series selection, sub
tabs, and drilling. The following will describe how to use these main features.
Using help
A user has the option to show help by selecting the Show Help option in the tab drop down menu.

Once help messages are displayed, the user will have the following options:
Done - This will stop moving through the help messages on a tab.
Back - This will close the current help message and return to the previous message.
Got It! - This will move to the next available help message.
Subtabs
If you have subtabs enabled, to switch between them simply click on the title.
Drilling
See Dashboard drill analysis (see page 851) for more information on drilling on the dashboard.
Brushing
See Chart brushing (see page 987) for more information on brushing on the dashboard.

Filtering
If filters have been defined for use on the dashboard, you will be able to use them by:
1. Locating the filter panel - if it's not displayed when the dashboard loads it is located in the
Left Navigation Panel. Click on the filter icon to open it.
2. Select your filter values and apply by clicking Go.
Note
The dashboard tab can be returned to its original state by resetting the filters through the
panel.

Dashboard help
There are two types of help messages available when exploring dashboard tabs; System Help and
Content Help. Dashboard Help messages are controlled through the Dashboard Settings menu in
the tab builder. Here you can define when a user sees the help text, and what Content help is
displayed for the tab itself.
System help
These yellow help messages describe various functionality found on a tab, and how to use it.
These items include help for portlet buttons, chart and table interaction, and sub tabs.
Content help
These blue help messages describe the pieces of content associated with the tab. These are
created by the user when they enter a description for the reports and tab itself.

Series Selection
When Series Selection charts are displayed on the dashboard:
1. Select the series you wish to view to refresh your chart.

2. If linked series selection is enabled, all linked charts should refresh.
Dashboard drill analysis

From your Dashboard (see page 811) you can drill into more detail. There are three drill types
available - a Drill through reports (see page 994) to a different report, a Drill down reports (see
page 930) within the same report using a predefined hierarchy, or a Drill Anywhere within the same
report using dimensions selected by the user. Drill capability is indicated by hyperlinks on fields
within your report.
Drill down
Drill Down reports do not open a new report, but drill into the detail of an existing report. For
example, you may be able to drill from a predefined hierarchy such as, Assigned Support Company
> Assigned Support Organization > Assigned Support Dept > Assignee.

When you click on the link, the report will refresh with details updated. For example, if your report
contains Support company and you click Calbro Services, the refreshed report will display all
Support organizations under Calbro Services.
See Drill down reports (see page 930) for more information.
Drill reset
If you have drilled down multiple layers or down multiple hierarchies you may wish to reset your
report to its original state. This can be done by selecting the reset option from the report drop down
menu. As shown in the image above. Your report is automatically reset each time you login to
ITSM Reporting.
Drill anywhere
Drill anywhere reports allow the user to select from a list of available dimension fields to drill to.
When you click on a drill enabled field, a popup list of dimensions will appear. Select the desired
field and the report will be refreshed.
See Drill Anywhere Reports (see page 935) for more information.
Drill Through into detail

Some reports that you add to you dashboard may permit you to drill through to a different report
with more detail. This will be evident from data that has a Hyperlink on it. To view more detail click
the hyper-linked data, this will open a new report with a greater level of detail.

See Drill through reports (see page 994) for more information.
Tab actions
Once a tab has been added to your dashboard you can continue to update and edit them to suit
your needs. The tab menu allows you to add, delete or edit tabs. By clicking on the tab link you will
have a drop down menu from which you can choose the following options.
Edit tab
This option will allow you to place the tab into draft mode in order to edit it.

1. Click on the Edit option in the Tab Menu.

2. You will now be shown a list of users currently displaying the tab on their dashboard, and
prompted to continue or cancel.
Copy tab
This option allows you to create a separate duplicate of the tab that you can edit without changing
the original.
Remove a tab from the dashboard

If you no longer wish to have a tab on your dashboard then:
1. Select the Remove option from the tab menu.

2. Confirm the deletion by clicking OK on the confirmation prompt.
Move tab location

The first tab from the left of the page is the tab that will open first when you login.
1. To move a tab location in the list, click the tab drop down menu icon.
2. Choose the direction you wish to move the tab.
Exporting tab
If you wish to export all the reports on a tab to one document then:
1. Click on the Export option in the tab menu

2. Select the format you wish to export to.

2.
Share tab
This option allows you to distribute the tab to other users or groups. You can also access the
Embedding information here.
1. Click on the Share option in the tab menu.

2. Select the Share option.
Tab info
This option provides you with some basic summary information related to the tab and the reports it
displays.
Tab help
Users should select this option to view the help available on the tab.

Delete tab
The Delete option allows a user with the appropriate permissions to delete a tab from the entire
system.
1. Select Delete from the tab menu.

2. You will be prompted to confirm the deletion, after viewing a list of users currently using the
tab.
Managing reports on the dashboard tab

Each report is displayed in an area on the dashboard known as the report portlet. From here, you
can perform multiple operations related to displaying and using the reports on the tab. The
following options are available:
Accessing the report options (see page 856)

Working with the report from within the dashboard tab (see page 857)
Moving and resizing the reports (see page 857)
Accessing the report options

There are a range of options available related to the display and use of reports on tabs. Use the
following buttons to access these options:
Option Description
Menu options Access the reporting drop down menu
Display toggle Toggle between chart and table view on the dashboard, if multiple views are available.
Maximize Open the report preview page, outside the dashboard area.

Option Description
Delete Remove the report from the dashboard tab.
Working with the report from within the dashboard tab

You can perform multiple operations on the report from within the dashboard tab. The following
actions are available:
Option Description
Default display Select the way the report is initially displayed on the tab, depending on what displays were built into the report
(Draft report design:
only)
Summary and Chart
Chart
Summary
Table
View Report Open the report review page outside of the dashboard area.
Print Generate a printable display of the tab.
Delete Remove the report from the dashboard tab.

(Draft report
only)
Export Generate an export of the report in various formats.
Reset report Reset the report to its original state if you have drilled down to multiple layers or hierarchies of the report.
Note: The report is automatically reset each time you log on to BMC Remedy Smart Reporting.
Information Display the report summary information.
Moving and resizing the reports

When a dashboard tab is in draft mode, you can move or resize the report portlets.
To move the report portlet — hover over over the grid of dots on the top left of the tab and
drag it to another area of the tab.
To resize the report portlet — hover over the bottom of the protlet, and drag the bar up or
down to resize.

KPI tabs
KPI tabs are a unique dashboard tab which present reports to the user in the form of KPI metrics.
These assist an organization to understand its goals and objectives – essentially, the direction in
which they want the enterprise to progress. To help with this analysis key performance indicators
(KPIs) are laid down to assess the present state of the business.
The KPI tab differs from a standard dashboard tab in that Reports are run as a regular task against
predefined targets – the results include:
1. Current Status
2. Trend of the report over time
3. Actual versus target and variance
4. And the last relevant time period
Benefits of this style of tab include:
1. Data is easy to interpret – users can quickly identify which business measures are on target
or not.
2. Multiple Metrics can be displayed on a single tab for quick access
3. Trends in the report are displayed providing users with an understanding of both current
status and direction of the data.
For more information, see Adding a KPI tab (see page 828).
Creating a KPI tab
1. The creation of a KPI tab is similar to a standard tab. Simply click the Create option in the
main navigation bar, select Dashboard Tab > KPI Tab.
2. This will return you to the tab where you can add reports by searching for them in the report
list in the left hand side and dragging them onto portlets.
See KPI reports (see page 1075) and Finding your way around the BMC Remedy Smart Reporting
dashboard (see page 811) for more information.
Using a KPI tab

The KPI tab structure allows you to quickly browse the status and trend of your Key Performance
Indicators. The table below provides detail information of the KPI tab structure:
Status The status will display an icon that indicates whether or not the measure has met your target thresholds.
Menu The menu drop down lets you manage the KPI report. You can view, print email, and export it.
Title The title of the KPI metric. Click on the hyperlink to see detail.
Trend The trend compares the current version of the KPI report run with the previous versions and indicates whether there
has been a change in the trend, the direction of the trend and whether the trend is good or bad.
Actual The current actual value of the metric as returned in the report.

Target The target value as set for the KPI metric
Variance The difference between the Actual and Target values.
% of A bullet chart that assists you to visualize performance and compare all metrics on an equal basis.
Target
Last The specific date for when the KPI is relevant.

Run
Creating a custom report using BMC Remedy Smart Reporting

BMC Remedy Smart Reporting provides a drag and drop report builder that assists you to create
simple as well as sophisticated analytical reports. The steps available through the report builder
are determined by some of the options you choose. The options displayed include:
The type of builder you use

The data source you build on
The fields you use in the report, and the layout defined by them
The filters and/or sections you add to the report
The addition of Related Reports, Drill Functionality, and Sub Queries
Recommendations
Do not modify out-of-the-box reports provided with BMC Remedy Smart Reporting.
However, if you choose to modify a report, ensure that you first create and save a
copy of it.
For better performance, create multiple small reports with only a few columns per
use case, rather than creating a large report with many columns to solve multiple
use cases.
Video
This short video describes how to create a basic report.
This short video describes on the types of reports you can create.
The report builder can include a number of possible steps:
Report Description
step
Create

Report Description
step
The first step in building any report is selecting the type of report you wish to run and the data source required. Your
organization may have many views and data sources so selecting the correct one is critical prior to building your
report.
For more information, see Create step (see page 860).
Data The report data section allows you to define the look and feel of your report, including the fields to be displayed, the
filters to be used, and whether a chart or drill through should be displayed. Select the items from the view that you wish
to include in your report and drag them into the appropriate section of the screen.
Note: Depending on the builder you select, this option may be replaced with alternatives such as; CSV, SQL, Jasper,
and BIRT.
For more information, see Report Data (see page 863).
Charts The Charts page allows you to build visualizations based on the table created in the Data step.
For more information, see Charts (see page 937) for more information.
Related Create relationships between the draft report and other content using Drill Through and Co-Display reports.
Reports
For more information, see Related reports (see page 993) for more information.
Output The Output page allows you to format the report, set up a multi-chart canvas, and other functions.
For more information, see Output (see page 1004) for more information.
Report builder - Create step

To create a new report click the Create link located on your main navigation bar and select the
Report option from the drop down menu.

This will open the Create Report page. In this step you will select the type of report you wish to
create, how you want to write the report and to select the source of the reports data.
Note
Only users with CREATE access to the reporting function will be able to create new
reports.
Use the Drag and Drop Builder to use a pre-defined data view to build their reports. All business
logic is built into the view.
See Drag and drop builder (see page 861) for more information.
Drag and drop builder

The Drag and Drop Builder allows users to use a pre-defined data view to build their reports
without having to worry about SQL. After selecting the Drag and Drop authoring tool, you will be
presented with the following display:
Selecting your View

From here you will need to select a View on which to build your report. The main panel displays a
list of available Views, while the left hand search panel allows you to narrow the list in several
ways:
Keyword search (see page 862)

Data source (see page 862)
View category (see page 862)
View type (see page 862)

Keyword search
This search allows you to perform a search based on text found in the View's Name, Description,
or Fields contained within it.
Data source
View category
View type

Currently the Drag and Drop Builder option is available.
Create data set

If the user has the appropriate create permissions, they have the option to create a Data Source or
View from this page if they can't find a suitable option for their report.
Report Builder - Data step

The Report Data page is where you build, edit and view the report data definitions used to
generate BMC Remedy Smart Reporting reports. These definitions include both the queries you
use to retrieve data for your document, and the data formatting.

# Function Description
/Panel
1. Navigation Access various builder steps by clicking on the links in the navigation bar. The Report link provides the user
with save options throughout the building process, rather than waiting until the final step.
See Reports and Edit menus (see page 1083) for more information.
2. View fields Search for fields to use in the report here, accessing all fields provided by the selected View in the previous
search Create step of the builder.
3. View fields Select fields to use in the report from the list provided by the selected View in the previous Create step of the
list builder. To add multiple fields at once, simply hold down Ctrl+Command or Shift while selecting fields.
4. Formatting Access various formatting menus from this section of the navigation bar. This allows the user to apply
menus formatting changes to the report and preview the output while still on the Data step, rather than having to
toggle between it and the Output step.
See Formatting (see page 1044) for more information.
5. Table Drag fields into the Columns and/or Rows lists to build the body of the report. Adding fields to both lists will
body fields create a cross tab report automatically.
See Fields (see page 867) for more information.
6. Field drop Apply aggregations, formatting, advanced functions, totals, and other options to a field via its drop down
down menu.
menus
See Fields (see page 867) for more information.
7. Table View a preview of the final report output. The user can also drag fields into this preview area, rather than
preview adding them to the Columns or Rows list to add them to the table. Fields can also be reordered here by
dragging the field headers into position.
See Table Preview (see page 866) for more information.
8. Section Select fields to be used as sections in the report, these will create splits in the table for each value of the
fields section field(s).
See Sections (see page 909) for more information.
9. Filter fields Select fields to be used as filters in the report, values for these can either be defined during the report
creation process, or left as user prompt.
See Filters (see page 913) for more information.
10. Close Leave the builder using this button.

builder
button
11. Filter panel Apply values to filters defined as user prompt here in order to restrict the results in the table preview. Values
applied here are only used to adjust the preview, not the final report output.
See Filter Preview (see page 866) for more information.
12. Analysis Select the appropriate option to select the report analysis style.
style
Use the No drill option to create reports based on hierarchical objects.
Select other options available to enable Related Reports and Drill functionality through this panel.
See Related Reports (see page 993) for more information.

# Function Description
/Panel
Video
Click here to view a short video on the different types of reports you can create using BMC Remedy
Smart Reporting.
13. Report View the Data Source and View name that the report is built on. The user can also limit the rows returned in
Data the report, the preview, and switch the Auto Refresh off if they wish to build with dummy data, rather than
continually querying the database after each field change.
14. Source If there are source filters applied to the View selected to build off, they will appear here to be enabled
filters /disabled. If the user does not have the Access Filter role permission they will not see this section.
For more information, see Source filter (see page 917).
15. Edit view The user can access the view via this button in order to make changes required for the report creation. If the
user does not have the appropriate Database Views role permissions they will not have access to this button.
16. Add The user can create calculated fields to use within the report. Depending on the user's role permissions they
calculation may be able to create Freehand SQL calculations as well as using the builder interface.
See Calculations (see page 896) for more information.
17. Table View the number of rows and time taken to return the table preview.
preview
info See Table Preview (see page 866) for more information.
18. Refresh Refresh the data displayed in the table preview.

report
See Table Preview (see page 866) for more information.
Report data
The Report Data panel displays information related to the source of the report, and settings that
can be applied to the rows and preview.
Option Description
Provides the name of the db connection used to create the report.

Option Description
Data
Source
View Provides the name of the view use to create the report.
Active Row Provides the user with the option to restrict the number of rows returned in the active report. This is inherited from
Limit the Source Connection, but can be restricted further at the report level.
Note: this setting does not control the table preview on the data step, only the final output of the report.
Show This allows the user to remove the 'DISTINCT' clause from the SQL. This means that results that appear multiple
Duplicate times will display in the final report, rather than being removed, so there may be rows that are identical.
Records
Auto This allows the user to turn the Auto Refresh option On or Off. Auto Refresh controls the way the sample data in
Refresh the Table Preview is generated.
On: each time a change is made to the report, such as a field being added to the Columns or Rows list, the
database is queried.
Off: dummy data is used to display a preview of the table without querying the database. This should be
used for reports that require a large number of fields to be added, or edits made, to help with performance.
Note: this setting does not control the final output of the report, only table preview on the data step.
Preview This allows the user to define the number of rows displayed in the table preview.
Row Limit Note: this setting does not control the final output of the report, only table preview on the data step.
Table preview
The Table Preview provides the user with a snapshot of what the report will look like, with a limited
number of rows and the option to use dummy data.
Dummy data
You can see here that the system has generated mock data in order to populate the report to
preview the layout and format. The user has the option to manually refresh the data using the
Refresh Report setting in the bottom right of the page.
Real data
You can see here that real data has been used by querying the database. The number of rows
returned and the time the query too is displayed in the bottom left corner of the preview panel.
Filter preview
Once fields have been added to the Filters list on the Data step you will see a filter panel on the
right of the page become available. This works as filters do on the Dashboard and Report Output
pages and is designed to allow users to preview how certain filter values may effect the table
preview.
This does not define filter settings or values for the active report output, only for the table
preview on the data step of the builder.

Fields
To include a field in your table simply drag the field from the View Fields List, on the left of the
page, to the Columns and/or Rows lists.
1. Locate the fields you wish to use either by;

a. Keyword Search at the top of the View Fields List
b. Opening the field categories they are located in
2. Select the field by clicking on it. If you have multiple fields to add hold down the Ctrl or Shift
keys while selecting the fields.
Info
(For Microsoft SQL Server database) When adding an nText type of field to
a report, do not use an aggregate field or DISTINCT data type. Otherwise,
the following error is displayed:
An exception occured: ERROR (552): The SQL database
operation failed.; The ntext data type cannot be
selected as DISTINCT because it is not comparable..
Please check the SQL syntax and try again.
Also ensure that you select the Show Duplicates option to avoid an error. A
list of nText fields is available here (see page 906).
(For Oracle database) When adding a Character Large Object (CLOB) type
of field to a report, do not use an aggregate field or DISTINCT data type.
Otherwise, the following error is displayed:
operation failed.; ORA-00932: inconsistent datatypes:
expected - got CLOB . Please check the SQL syntax and
try again.
Also ensure that you select the Show Duplicates option to avoid an error. A
list of CLOB fields is available here (see page 907).

3. You will now see a preview of the table. Continue adding fields as required.
Field types
Icon Type Description
Dimension These are typically text or date fields and are used to describe the data.
Metric These are the numeric values to be measured in the report. For example, sales sum, customer count, event
count, average age.
Pre- These are fields defined in the view to be used as filters in the report with pre-defined values attached, saving
defined the user time defining the same filters over multiple reports.
filter
Filter These are like the pre-defined filters above, but are sets of filters, some of which may be set to user prompt
Group rather than having set values.
Parameter These are fields used to capture a value from the user which is then passed through to calculated fields or
filters in the report.
Layout options
There are three types of table layout available:
Layout Description
Column The most common form of table output, all fields added are displayed as a column in the table layout, with the field
name used as the column header.
Row A variant the column layout, all fields added are displayed as a row in the table layout, with the field name used as the
row header.
Cross A special layout that allows you to summarize data by using both Column and Row headers with Metric fields making
Tab up the body of the table. This display is sometimes referred to as a Pivot.
See Table layouts (see page 870) for more information.

Data validation
Data validation checks are made by BMC Remedy Smart Reporting to ensure you are building
your report the way in which the administrator intended. You will be prompted if you have used
fields and filters incorrectly with the following messages:
Mandatory fields — A variation of the mandatory field section validation is when a selected
field in the table is being aggregated by sum or average. Constraints can be set when this
occurs so that meaningful data is presented in the report. To proceed with your report you
can remove the sum or average aggregation on the selected field or drag the relevant fields
indicated in the validation message into the report.
Excluded — The fields shown in this type of message must not be included into the field or
filter section of the report when a selected field in the table is being aggregated by sum or
average. Constraints can be set when this occurs so that meaningful data is presented in
the report. To proceed with your report you can remove the sum or average aggregation on
the selected field or remove the relevant fields indicated in the validation message out of the
report.
Suggested — When a suggested field or filter occurs, a messages box will appear with the
suggestion. The user can chose to include this field or filter into the report or to ignore the
suggestion.
In list — When constraints are set up on a report, one of the options is to select a few fields
from a table and set the constraint as one in list. This means that at least one of the selected
fields must be included in the report. When this validation message is displayed it will show
the list of all the fields where at least one must be included in the report. To fulfill this
constraint simple make sure one of these fields are included in the report.
See Constraints and semi additive fields (see page 1670) for more information.
Removing fields
There are two ways to remove a field from your table:
1.
1. Select the field in the Columns/Rows list it's placed in, open the drop down menu and select
Delete.
2. Select the field in the Columns/Rows list it's placed in, and drag it to an area of the page that
cannot contain a field.
R eordering fields
There are two ways to reorder fields in your table:
1. Select the field in the Columns/Rows list it's placed in, and drag it to its new position.
2. Select the field header in the Table Preview area, and drag it to its new position.
Table layouts
Three types of table layouts are available:
Layout Description
Column The most common form of table output, all fields added are displayed as a column in the table layout, with the field
name used as the column header.
Row A variant the column layout, all fields added are displayed as a row in the table layout, with the field name used as the
row header.

Layout Description
Cross A special layout that allows you to summarize data by using both Column and Row headers with Metric fields making
Tab up the body of the table. This display is sometimes referred to as a Pivot.
Column based tables

BMC Remedy Smart Reporting tables display data in either rows or in columns and have a header
and footer. Header and footer rows and columns are special rows and columns. The header
displays information about the row or column e.g. a label or the name of the variable whose values
are displayed. The footer displays calculations on the values displayed in the columns or rows.
You can display the variable labels along the top row of the table so that you read the data down
the columns as shown below:
When to use column based tables
A column table is a sequential, two-dimensional list. This doesn't imply that the data in a table is
simple or uncomplicated: you can present a great deal of data in a table. The layout of columns
within a table is directly related to the layout of the items within the columns data list. BMC Remedy
Smart Reporting places the cells in the table in the same order in which they appear in the report
columns list.
Suitable for - Presenting data in a tabular, two dimensional list.
Note
Arrange the items in the order you want them to appear in the column list. For example, if
you want each row to have a location, headcount and basic pay, in that order, arrange the
data items in that order in the Columns list.
Row based tables

Row based tables allow you to have the variable labels displayed down the left edge of the table so
that you read the data across the rows as shown below. This table format is typically used in
financial reports or where the value of a field needs to be highlighted.
They are also often used to list information based on a particular customer, site, product, using
sections so that there is a table of information for each item. See the example below:

When to use row based tables
A Row table is similar to a Column table, but the header and information are displayed vertically,
instead of horizontally. When you set the report type to Row, the Row Edit Field looks identical to
the Dimensions Edit Field. However, when the report is run the data will be displayed in rows rather
than columns.
Suitable for - Presenting data in a vertical format.
Note
Arrange the items in the order you want them to appear in the Rows list.
Cross tab tables

You can create a cross tab report to present data more clearly. A cross tab report shows a
summary value at the intersection of each row and column.
The example below displays the total invoiced amount collected in each region, broken down by
year. The values at the intersection points of rows and columns show summarized information.

Notes
1. Arrange the items in the order you want them to appear in the Column and Row
lists.
2. Metric items cannot be used in the vertical or horizontal headers; they can only be
used in the body of the cross tab table.
3. Metrics can be added to either the Columns or Row lists in order to populate the
summary body of the table, but if using multiple metrics they must all be added to
the one list.
Setting up cross tab tables

Basic cross tab
A basic cross tab table will have only one row dimension, one column dimension and one metric
specified.
Drag the dimensions and metrics that you wish to display in your cross tab table. You must have a
dimension in both the Column and Row lists, and a metric, for the cross tab report to populate.
Advanced cross tabs
To create more advanced cross tab tables you can add additional metrics or dimensions to your
report data. However, consideration needs to be taken into account of the complexity of the data
output that is being created.
Two or more measures in the cross tab
To include more than 1 metric in your cross tab table drag an additional metric next to the original
in the same list (either Columns or Rows).
In this example Sum Invoiced Amount and % of Total Invoiced Amount are used.
There are now two metrics displayed in the table. They span the column heading. E.g. Each
value of Year has two corresponding metrics

The metric title has moved into the table body as well.
Two or more dimensions
To include more than one Row or Column Dimension onto your report drag an additional
dimension into the Rows or Columns list.
In this example Camp Region and Gender have been used as Rows.
Two row dimensions are now displayed. As Camp Region is listed first, it is broken up in the
table by Gender, the secondary dimension.
As many dimensions as required can be added to a report.
Aggregation
When writing reports you will often have a need to summarize figures rather than displaying
transaction level data (that is, returning individual transactions rather than a total or
count). Aggregations are the method used to summarize fields. The aggregation functions
available are Sum, Average, Min, Max, Count, and Count Distinct.
Info
(For Microsoft SQL Server database) When adding an nText type of field to a
report, do not use an aggregate field or DISTINCT data type. Otherwise, the
following error is displayed:
operation failed.; The ntext data type cannot be selected as

DISTINCT because it is not comparable.. Please check the SQL

syntax and try again.
Also ensure that you select the Show Duplicates option to avoid an error. A list of
nText fields is available here (see page 906).
(For Oracle database) When adding a Character Large Object (CLOB) type of field
to a report, do not use an aggregate field or DISTINCT data type. Otherwise, the
following error is displayed:
operation failed.; ORA-00932: inconsistent datatypes:
expected - got CLOB . Please check the SQL syntax and try
again.
Also ensure that you select the Show Duplicates option to avoid an error. A list of
CLOB fields is available here (see page 907).
Function Description
Sum of all values returned in the table. These sums may be split up by dimension fields to create sums for each
category value. For example, the sum invoiced amount by each year.
Average value of the items returned in the table. The average may be split up by dimension fields to create averages
for each category value. For example, average age of customer by demographic.
Minimum value returned in the table. These may be split up by dimension fields to find the minimum value for each
category value. For example, the minimum rating per camp.
Maximum value returned in the table. These may be split up by dimension fields to find the maximum value for each
category value. For example, the maximum number of complaints by telephone operator.
Count of the number of items returned in the table. These may be split up by dimension fields to find the number of
items for each category value. For example, count the number of calls received by operator, by hour.
Count of the number of Distinct items returned in the table. These may be split up by dimension fields to find the
number of distinct items for each category value. For example, count the number of customers who called, by
operator, by hour.
Applying an aggregation
To add and aggregation to a field, complete the following:
1. Click on the field's drop down menu once it had been added to the report. There are two
ways you can do this:
a. Through the Columns/Rows list
b. Through the Table Preview

b.
2. Select the aggregation option from the list, then choose the aggregation you wish to apply.
3. Your field should now have the aggregation applied to it, and the corresponding icon
displayed in the Columns/Rows list of the Data step.

Changing or removing an aggregation

To change the aggregation applied to a field, or remove it, complete the following:
1. Click on the field's drop down menu (using either of the options described above)
2. Select the aggregation option from the list, then either choose an alternative aggregation, or
None to remove the current aggregation
Advanced functions
Advanced Functions are used to transform results by applying post processing calculations to the
initial query results. These functions are database independent as they are performed by Java
code, rather than being part of the SQL query.
Available Functions (see page 877)

Applying a function (see page 879)
Report builder - data Step (see page 879)
Report builder - Charts step (see page 881)
Report builder - Output step (see page 883)
Applying data conversion (see page 884)
Available Functions
BMC Remedy Smart Reporting comes with a set of pre-defined functions. However, your
administrator may add in additional functions specifically for your organisation or reporting needs.
Expand the following to see the lists of functions available:
Analysis
Accumulative Will print a running percentage for the values returned. A maximum of 100% will be displayed.
Percentage
Accumulative Total Will print out a running total for the data returned.
Ascending Rank The highest value returned will be displayed as a 1. Used where the preferable result is a higher value.
Eg. Profit.
Bottom 10 Rank The bottom 10 values (lowest) are returned.
Bottom N Rank The bottom N values (lowest) are returned– user is prompted to define number to return.
Delta from Last Calculate change between consecutive rows
Delta from Last N Calculate change between the current row and row - N
Descending Rank The lowest value returned will be displayed as a 1. Used where the preferable result is a lower value.
Eg. Expenses.
Difference of Columns Returns difference of two selected columns
Multiplication of Returns multiplication of two selected columns

Columns
Natural Logarithm Gives the base e logarithm of the values of a given field.
Natural Logarithm Gives the base e logarithm of the values in the field.

Percentage Against Returns percentage of selected field according to an absolute maximum value.
Absolute Maximum
Percentage Against Creates a percentage ration of values in the selected column compared to another column.
Column
Percentage Against Returns the % of the attribute when compared to the maximum value of the attribute within the dataset.
Maximum
Percentage of Total Returns the % of the attribute when compared to the total summed value of the attribute for the entire
dataset.
Sum of Columns Returns the sum of two selected columns.
Top 10 Rank The top 10 values (highest) are returned.
Top N Rank The top N values (highest) are returned – user is prompted to define number to return.
Top N With Ties Returns top values for the selected field with provision for tied values. This means that if there are
multiple records per ranking it will restrict it to N total rankings.
Date and Time
Days Between Date The days between the date selected and another date column on the report.
Days to Now The days between the date selected and the current date. (age in days)
Months Between Date The months between the date selected and another date column on the report.
Months to Now The months between the date selected and the current date. (age in months)
Weeks Days Between The week days between the date selected and another date column on the report.
Years Between Date The years between the date selected and another date column on the report.
Years to Now The years between the date selected and the current date. (age in years)
Statistical
Decile Decile divides the rows returned into 10 equal parts, and assigns a value of 1 to 10, based upon its rank to the
highest value. Deciles are used as a measure of dispersion.
Deviation The number of deviations from the mean.
Linear A linear trendline is a best-fit straight line that is used with simple linear data sets. Your data is linear if the pattern
Regression in its data points resembles a line. A linear trendline usually shows that something is increasing or decreasing at a
steady rate.
Mean The arithmetic mean (or simply the mean) of a list of numbers is the sum of all the members of the list divided by
the number of items in the list.
Median The median is described as the number separating the higher half of a sample, a population, or a probability
distribution, from the lower half.
Mode The mode is the value that occurs the most frequently in a data set
Moving A moving average trendline smoothes out fluctuations in data to show a pattern or trend more clearly.
Average A moving average uses a specific number of data points (set by the Period option), averages them, and uses the
average value as a point in the line.
If Period is set to 2, for example, then the average of the first two data points is used as the first point in the moving
average trendline. The average of the second and third data points is used as the second point in the trendline, and
so on.

Moving The total over the last N periods.

Total
Naïve A naive forecasting model is a special case of the moving average forecasting model where the number of periods
Forecasting used for smoothing is 1. Therefore, the forecast for a period, t, is simply the observed value for the previous period,
t-1.
Due to the simplistic nature of the naive forecasting model, it can only be used to forecast up to one period in the
future. It is not at all useful as a medium-long range forecasting tool.
Polynomial A polynomial trendline is a curved line that is used when data fluctuates. It is useful, for example, for analysing
Regression gains and losses over a large data set. The order of the polynomial can be determined by the number of
fluctuations in the data or by how many bends (hills and valleys) appear in the curve. An Order 2 polynomial
trendline generally has only one hill or valley. Order 3 generally has one or two hills or valleys. Order 4 generally
has up to three.
Quartile Quartile divides the rows returned into 4 equal parts, and assigns a value of 1 to 4, based upon its rank to the
highest value. Quartiles are used as a measure of dispersion.
Standard The standard deviation is a measure of the dispersion of a set of values. It can apply to a probability distribution, a
Deviation random variable, a population or a multiset.
Standard The standard score indicates how many standard deviations an observation is above or below the mean. It allows
Score comparison of observations from different normal distributions, which is done frequently in research.
Variance Returns the difference between the data sets.
Weighted Returns a moving average that is weighted so that the more recent the value, the more weight is applied to it.
Moving
Average
Text
Concatenate Joins two columns into one text string.
Data conversion
Data Conversion allows you to adjust results once they've returned from the database. For
example you may wish to convert a currency value which is stored in the database from a full
currency value to a (‘000) where the value is divided by 1000. This transformation can be achieved
using the data conversion.
Applying a function
Analysis (see page 877)

Date and Time (see page 878)
Statistical (see page 878)
Text (see page 879)
Data conversion (see page 879)
Report builder - data Step
To apply and advanced function first you will need to ensure the field you wish to apply it to has
been added to your table. Often, when applying functions, you may find you need two copies of the
field in your table; one to display the original values (such as sales figures) and the second to have
a function applied to it (for example, displaying the top 10 rank of sales figures).

To apply a function to a field in your table from the Data step of the report builder, complete the
following:
1. Open the field's drop down menu, in either of these locations:

a. Through the Columns/Rows list
b. Through the Table Preview
2. Now select the Advanced Function option from the list, opening the Advanced Function
display.
3. You will now need to complete the function options:

a. Apply the appropriate aggregation to the field. This ensures the function is applied on
top of any aggregations necessary.
b. Select which function type you wish to use, from Analysis, Statistical, and Text
c. Select the name of the function you wish to use from the list. Once selected, you will
see a description of the function displayed next to it. Some functions require extra
parameters, which will need to be defined once the function has been selected.
d. You also have the option to set the function to only display on the Charts page. This
allows you to create additional copies of a field to apply functions to for graphical
purposes, without cluttering your table with extra fields.
4. When defined, click Save to apply the function.
Report builder - Charts step
To apply a function to a field in your table from the Charts step of the report builder, complete the
following:
1. Click on the + button at the bottom left of the page.

1.
2. Select Advanced Function for and choose the field you wish to use from the list, opening the
Advanced Function display.
4.
Report builder - Output step
To apply a function to a field in your table from the Output step of the report builder, complete the
following:
1. Open the field's drop down menu.
2. Now select the Advanced Function option from the list, opening the Advanced Function
display.

Applying data conversion

Data in a field can be converted by completing the following:
1. Open the Advanced Function display, as outlined in the sections above.

2. Choose the ‘Data Conversion’ tab. This will provide you with the interface to use to select
the conversion you wish to apply.
3. Choose the aggregation appropriate for you conversion.
4.
4. Click Add button to select and apply a conversion – this will present you with a list of
possible conversions for the data type you have selected. By default there is a java date
converter and a Numeric divide converter (This lets you divide a value by 1000’s etc).
5. Follow the on screen instructions for the converter and click Save.
6. Note that you can add multiple converters to a data type if required by clicking the add link
and creating a new type.
Summaries
Summaries create aggregated totals in order to provide the user with higher level data as part of a
more detailed report. There are several types of summaries that can be included in a table:
Field Totals
Categorical Sub Totals
Section Totals
Section Summary Tables
Grand Totals
Depending on the type of summary you are creating, you will have access to a selection of the
following types:
Total Aggregation Description
Adds all values in the field to create the total.

Sum
Calculates the mean value of all the values in the field to create the total.
Average
Counts the number of values in field to create the total

Count
Counts the number of unique values in the field to create the total
Count Distinct
Only available if the field is a calculation, and uses the calculation to create the total.
Calculated total
Standard Table Summaries

The following standard table summaries are available:
Total Aggregation
Display Labels
Style
Sub total
Total Aggregation
You can add a total to a field in a standard row or column based table using one of the following
methods:
From the field drop down menu:
1.
1. Click on the field's drop down menu, either through the Rows/Columns list or through the
Table Preview:
2. Through the Columns/Rows list
3. Through the Table Preview
4. Select the Total option from the list and click on the aggregation you wish to use for the
summary.
From the column formatting menu
1. Click on the Column Formatting menu in the main navigation bar of the page
2. Select the field you wish to apply a total to in the Report Fields list panel on the left of the
menu and open the Summary section to view available options.
3. Select a value for the Total Aggregation option.

You will notice that using the Column Formatting menu rather than the Field Drop Down list means
that you have a range of additional options, rather than just the ability to select the aggregation to
use. These will be explored below.
Display labels
1. Click on the Column Formatting menu in the main navigation bar of the page.
2. Select the field you wish to apply labels to in the Report Fields list panel on the left of the
menu and open the Summary section of the menu to view the available options.
3. Set Display Labels to On
4. You should now have a label on your total. The label will reflect the aggregation used for the
total and cannot be customized.
Style

2. Select the field you wish to style the total of in the Report Fields list panel on the left of the
menu and open the Summary section of the menu to view the available options
3. Set Style to Custom
4. Apply the formatting you wish to use. This will only customize the look of the total cell for the
field selected.
Sub Total
Sub Totals are used when there are multiple records per category, possibly caused by having
multiple dimension fields in a table, and it would be beneficial to view a total value for each
category value. The example shown here could use a sub total for Year, as there are multiple rows
per year value due to the Quarter field.

Note
In order to have a sub total display, you must have a total applied to the column you wish
to populate the sub total row. For example, in the table above you will set the sub total on
the Year category field, but you will have the total applied to the Invoiced field.
1. Click on the Column Formatting menu in the main navigation bar of the page.
2. Select the category you wish to create a sub total for in the Report Fields list panel on the
left of the menu and open the Summary section of the menu to view the available options.
3. Set Sub Total to On.
4. You will now have a sub total row for each category value, populated by any metric that
already has a total applied to it.
5. When using Sub Totals, we often pair this functionality with the Suppress Duplicates option,
to make the report output easier to consume.
6. To apply this option, from the Column Formatting menu, select the category you applied the
sub total to in the Report Fields list panel on the left of the menu
7. Set the Suppress Duplicates option to On.
The report output will be clearer.

Section Summaries
Section Summary

Sub Totals are used when there are multiple records per category, possibly caused by having
multiple dimension fields in a table, and it would be beneficial to view a total value for each
category value. The example shown here could use a sub total for Year, as there are multiple rows
per year value due to the Quarter field.
Note
In order to have a sub total display, you must have a total applied to the column you wish
to populate the sub total row. For example, in the table above you will set the sub total on
the Year category field, but you will have the total applied to the Invoiced field.
2. Select the category you wish to create a sub total for in the Report Fields list panel on the
left of the menu and open the Summary section of the menu to view the available options
3. Set Sub Total to On.
You will now have a sub total row for each category value, populated by any metric that
already has a total applied to it.

When using Sub Totals, we often pair this functionality with the Suppress Duplicates option, to
make the report output easier to consume. To apply this option:
2. Select the category you applied the sub total to in the Report Fields list panel on the left of
the menu
3. Set the Suppress Duplicates option to On.

4. You will now have a clearer report output
Section Total and Labels
1. Click on the Section Formatting menu in the main navigation bar of the page

1.
2. Enable the Section Total and Show Labels options as desired

3. You will now have a total row for each section of the report
Grand Totals

Cross Tab Summaries

Column Totals
1. Click on the field drop down menu of the Column header in the report preview
2. Select the Column Totals option from the drop down list

3. You will now have a total row for each column
Row Totals
1. Click on the field drop down menu of the Column header in the report preview
2. Select the Column Totals option from the drop down list
3. You will now have a total row for each column

3.
Calculations
Calculated fields allow you to create basic calculations with the fields available in your report.
Note
A calculated field that you create in the report builder cannot be used across multiple
reports. It is unique to your report only. If you create a set of calculated fields you wish to
use across multiple reports you can either:
1. Request the calculations to be included in the View by your administrator or

2. Copy the report containing the calculations using the copy function – the copied
report will contain the new calculated fields as well.
Why Use Calculated Fields?
When an administrator designs a View they may not create all the variables that you are likely to
need in the course of your report writing. The intention of a view is to provide you with sufficient
fields for you to be able to write the report you need and to use some of these fields as the basis
for more complex calculations.
Simple Formula
Simple Formulas allow you to build calculations using the formula builder button interface. These
may range from very simple addition or multiplication through to CASE statements.
Click here for instructions...
1.
1. Click the + button at the bottom of the field list in the Data step of the report builder.
2. The Calculated Field window will now appear. You will need to define the following:
a. Provide a name for your formula in the Calculated Field Name box. This will be used
as the field name in your table and/or chart output.
b. Select Simple from the Formula Type drop down list.
c. Use the formula buttons and field drop down list to add components to your
calculation. You cannot type directly into the calculation area of the window, each
part of the formula needs to be added using buttons. BMC Remedy Smart Reporting
will not permit you to select combinations of variables that are incompatible –
therefore options that are greyed out will become active as you add in elements.
Note
If you wish to type your calculation you may need to use the Freehand SQL
(see page 1668) option discussed later.

3. Once finished click the Validate button to ensure your calculation is not missing any
components.
4. Click Save to complete your calculation. It will now be available in a folder called calculated
fields at the bottom of the field list in the Data step.

Pre-defined formula
Using a pre-defined formula you can add calculation to your report that will be based on formula
rules defined by an administrator or are system default.
b. Select Pre-Defined from the Formula Type drop down list.
c. Choose the formula you wish to apply – the selection is specific to the type of
database that your data is sourced from.

d. You will now be provided with options to complete your calculation. Click on each
parameter to define it.
e. Provide a value using one of the options provided. These will vary depending on the
type of value required.

3. Click Save to complete your calculation.
4. Your calculation will now be available in a folder called calculated fields at the bottom of the
field list in the Data step.

Freehand SQL
If you have SQL skills you may wish to write your SQL directly into the SQL edit box. In this case
select the ‘Enter SQL’ option from the formula tab. This will open the SQL edit box.
Insert the SQL you wish to create your column.
b. Select Freehand SQL from the Formula Type drop down list.
c. Enter the SQL use wish to use to populate the field.
Note:The Freehand SQL builder will require:
i. An SQL SELECT fragment, not including the SELECT keyword or any FROM
or WHERE clauses
ii. Columns referenced to exist in the view
iii. No aggregate functions (AVG, MIN, MAX, SUM, and COUNT) should be used.

3. Once finished click the Validate button to ensure your calculation is not missing any
components.
4. Click Save to complete your calculation. It will now be available in a folder called calculated
fields at the bottom of the field list in the Data step.

4.
Edit a Calculated Field

To edit a calculated field:
1. Hover over the calculation in the Field List of the Data step and click on the drop down menu
to open it
2. Select the Edit Calculation option

Delete a Calculated Field

To delete a calculated field:
1. Hover over the calculation in the Field List of the Data step and click on the drop down menu
to open it
2. Select the Delete option

nText fields
This topic provides a list of nText fields available with SQL Server database:
View Name ntext Fields
FieldCategory Field Name
Asset Management Asset - BIOS Element BIOS Characteristics
Asset - Dsik Drive Capabilities
Asset - LAN End Point Alias Addresses
Asset Contract - Lease Terms
Asset Contract - Maintainance Terms
Asset Contract - Master Terms
Asset Contract - Software Terms
Asset Contract - Support Terms
Asset Contract - Warranty Terms
Purchase Requisition Justification
Work Details Notes
CMDB CMDB- CI Details Notes
CMDB - Cpmputer System Capability List
CMDB - Product Install Location
Knowledge Article Details Keyword
Article Update Requests Request Details
Work Order Work Details Notes
Work Order Details Notes
Service Request Management Definition Work Details Notes
Questions Converted Resposne 1

Request Survey Comment 1
Service Request Details Details
SRD Details SRD Description
SRD Details Instructions
Service Level Management Contract Terms
Contract Supplier Organization Menu
Service Target Exclude
Service Target Start When
Service Target Stop When
Service Target Terms And Conditions
Known Error Known Error details Notes
Known Error details Resolution
Known Error details Workaround
Work details Notes
Problem Problem Details Notes
Problem Details Resolution
Problem Details Workaround
Work Details Notes
Change Work Details Notes
Incident Incident Details Resolution
Task Date and Time Time Segment Action
CLOB fields
This topic provides a list of Character Large Object (CLOB) fields available with Oracle database:
FieldCategory Field Name
Asset Management Asset - BIOS Element BIOS Characteristics
Asset - Dsik Drive Capabilities
Asset - LAN End Point Alias Addresses
Asset Contract - Lease Terms

Asset Contract - Maintainance Terms
Asset Contract - Master Terms
Asset Contract - Software Terms
Asset Contract - Support Terms
Asset Contract - Warranty Terms
Purchase Requisition Justification
Work Details Notes
CMDB CMDB- CI Details Notes
CMDB - Cpmputer System Capability List
CMDB - Product Install Location
Knowledge Article Details Keyword
Article Update Requests Request Details
Work Order Work Details Notes
Work Order Details Notes
Service Request Management Definition Work Details Notes
Service Request Details Details
SRD Details SRD Description
SRD Details Instructions
Service Level Management Contract Terms

Contract Supplier Organization Menu
Service Target Exclude
Service Target Start When
Service Target Stop When
Service Target Terms And Conditions
Known Error Known Error details Notes
Known Error details Resolution
Known Error details Workaround
Work details Notes
Problem Problem Details Notes
Problem Details Resolution
Problem Details Workaround
Work Details Notes
Change Work Details Notes
Incident Incident Details Resolution
Task Date and Time Time Segment Action
Sections
Report sections allow you to break up large complex tables into a more readable format for your
report readers. When a report is broken into sections any charts associated with the report will be
displayed for each section as a separate chart relating to the sections specific data.
What is a Section?
A section does what its name implies. It breaks up the data in a table or crosstab table by grouping
the data into sections according to a selected value. This allows you to display all the data for each
value of a dimension variable together, and more importantly, it allows you to display subtotals.
The example below demonstrates how breaking up a table works.
Why use Sections?

In the example below the report on the top is displayed as a column table. The user then has to
interpret the data by reading down the columns. If the report is specifically aimed at assisting the
user to understand more about the company relationship then sectioning the data can make the
same data easier to interpret. The example below shows how the report is now easier to read.

Breaking a report into sections is a way of spitting large tables of data into smaller, more
comprehensible parts. Each section contains at least one table, and at least one section cell, as
illustrated above.
Adding a Section
Single Section Breaks
To create a section, just drag an item from your report data field list or move an item from an
existing column in the report.
In the example below the Athlete Region is dragged from the column fields to the report sections
box. This will split the tables on the report into one section for each Athlete Region.

You can only add dimension data into the report sections. The use of metric data is not
supported for sections. If you do attempt to add a metric to the section edit box the
following error will be displayed:
Adding Multiple Sections

You can insert any number of section breaks on a table or crosstab table. When you have more
than one section in a table or crosstab table, the breaks are assigned levels. BMC Remedy Smart
Reporting assigns level 1 to the first break you insert, level 2 to the second and so on. You can
rearrange these levels in the Report Section Edit box.
Changing Break Order

To change the order of a break on your report simple change reorder the fields in the Section list of
the Data step.
1. Select the field that you wish to change the order of.
2. Drag and drop that item to the position in the list that sets the order you require.

Deleting a Section Break

To remove a section break from your report you will have to remove the object from the Report
Break Edit Field.
1. Click on the section field you wish to remove

2. Once highlighted, drag off to an area that can't contain a field
Sections & Charts

If you add a chart to your report and then create sections within the report your chart will be
sectioned as well. This means that for each section displayed a separate chart will be generated.
In the example below a separate chart is displayed for both the Female and Male sections.
Filters
Report filters allow you to limit the amount of data that is returned, to the specific subset you
require.

You may decide that you don't want to include all the data in a document. Applying conditions or
filters to queries allows you to include only the data you need. The following illustrations show how
a condition or filter works.
Without Filter With Booking Method Filter
This table lists each step of the booking process for all Booking Methods. This table has been filtered to only show steps of the booking process where th
Adding Filters
1. Locate the field you wish to use as a filter either by;

a. Keyword Search at the top of the View Fields List
b. Opening the field category it's located in
2. Select the field by clicking on it. If you have multiple fields to add hold down the Ctrl
/Command or Shift keys while selecting the fields.
3. Drag the field into the Filter list.

3.
You will now be able to preview your filter by using the panel on the right of the Data step page.
Continue adding fields as required. Once you have all the filters you required you will need to
define the logic and conditions to be used with them, values, and formatting. See Filter settings
(see page 917) and Filter formatting (see page 1061) for more information.
Aggregate Filters
Fields can have aggregations applied in order to filter on values such as the sum of received
amount. For example if you filter on received amount you will be filtering on each record, filtering
on the aggregate value would filter on the total for the sum of the region.
Aggregate filters are applied through the field drop down list once it's added to the filters list on the
Data step.
Filter Types
View Defined Calculated Field
View defined filters are created to assist users adding filters or conditions to their reports. These
filters are especially useful in instances where:
1. A filter is regularly used by report writers, such as Location, Business Unit, or Date Range
2.
2. There are particularly complex filter conditions or calculations that could be defined once at
the view, rather than once per report
View defined filters are indicated by the
icon in the Fields List of the Report Builder Data step. To include a view defined filter in your report,
select it from your field list and drag it into the Filters list. You will not be able to edit the contents of
the filter through the report builder as they are defined at the view level.
See View defined calculated filters (see page 1663) for more information.
View Defined Filter Group
View defined filter groups are created to provide the user with common sets of filters when building
reports. These filters are formatted and defined at the view to save the user time rebuilding sets
and their possible relationships for each use in a report.
View defined filter groups are indicated by the
icon in the Fields List of the Report Builder Data step. To include a filter group in your report, select
it from your field list and drag it into the Filters list. You will not be able to edit the contents of the
filter set through the report builder as they are defined at the view level.
See View Defined Filter Groups (see page 1665) for more information.
Report Defined Filter
Report defined filters are fields added to the Filter list of the Report Builder Data step by the report
writer. The writer then defines the conditions and values for the filter, not allowing the report user to
provide values.
User Defined Filter
User defined filters are fields added to the Filter list of the Report Builder Data step by the report
writer. The writer then defines the conditions and formatting of the filter, but leaves the values set
to User Prompt. This means that the report user will provide values for the filters when they run the
report.
See User Prompt (see page 921) for more information.

Parameter
Parameters are a special type of field, defined in the view, added to the Filter list of the Report
Data step by the report writer. Parameters are indicated by the
icon in the Fields List of the Report Builder Data step. The parameter should then be referenced by
other filters or calculated fields. Parameter settings are defined at the view and cannot be modified
in the report builder.
Parameters are designed to prompt the user for a value, much like User Defined Filters mentioned
above, then pass the value to other components of the report.

See Parameters (see page 1661) for more information.

Source Filter
Source Filters are defined at the Data Source connection level and then applied to views for use on
reports. These are filters designed to restrict results in a report based on the user viewing it. For
example, A sales person from Australia would see the Business Sales Report filtered by Australia,
where a sales manager for Australia & New Zealand would see the report filtered to see Australia
and New Zealand sales records.
Source Filters can be disabled/enabled in the Report Builder by advanced report writers who have
the appropriate role permission enabled, otherwise the filters are designed to be applied, but not
seen by standard writers and users.
Removing Filters
Select the field in the Filters list and drag it to an area of the page that cannot contain a field.
Filter settings
1. AND/OR Logic - define the logic used between each filter condition.
2. Bracket Arrows - the addition of brackets around sets of filters allows for more complex
logic, used in conjunction with AND/OR logic settings.
3. Filter Fields - the fields added to the Filters list in order to restrict the report results.
4. Operator Selection - select the operator to be used in the filter, specifying how values will
need to match, or differ from the condition defined.
5. Value Selection - either define a value for the filter condition, or set it as User Prompt for the
report reader to define.
6. Filter Logic - displays a summary of the filters.
7.
7. Add Filters - allows the user to add more fields to the filters list without closing the
configuration panel.
Logic
You can combine conditions to increase control over the data a report contains. Combining
conditions lets you retrieve data that, for example, contains the people Smith or Johnson, or
concerns female clients. Whenever you have more than one condition in a report, BMC Remedy
Smart Reporting automatically combines them with an And. All you have to do to combine
conditions is add them to your filter list.
Between each filter there is an AND / OR drop down option the user can define. This allows the
user to define how the combination of multiple filters should work together to return results.
And / Or
Logical operators let you specify how you want conditions combined. BMC Remedy Smart
Reporting filters allow two types of logical operators:
1. The AND logical operator combines two conditions into a narrower condition. A data item
must meet the first condition and the second condition to meet the condition's requirements.
2. The OR logical operator combines two conditions into a broader condition. A data item can
meet the first condition or the second condition to meet the condition's requirements. For
example return clients where their last name = Smith or their Gender = Female.
To adjust the logic, simply select And or Or from the drop down list between the pair of filters.
Brackets
If you've combined at least three conditions in your query, you can bracket certain conditions to
bind them together. You use this the same way you might use parentheses to change the value a
in the following arithmetic equations:
a = 36 * (6 +12) as opposed to a = (36 * 6) + 12
For example, you want information about the Events or People in the system on a particular day.
1. To create a bracket, select the line that you wish to bracket and click the bracket icons
(initially the right pointing arrow). This will indent the line and create the bracket condition.
To view the result of the bracket read the statement in the filter logic section below the filter
attributes table.
2. To change the level of the bracket you can use the move up and move down links to change
the order of your filter attributes in the statement.
Example
If you want to return all the records you have that have and Active Booking Status AND have
either a Booking Method of Web Site OR Media Category of WebView the following would be
defined:

Brackets have been placed around the Booking Method and Media Category filters to enclose
the OR.
Operator
The operator defines how values will be matched to the filter. For example, In List will return results
as long as a value matches one of the ones in the list. The options within the drop down will vary
based upon the type of field that the filter is to be applied to.
See Filter operators (see page 919) for more information.

Value
There are different options available when it comes to filter values. As a report writer you can
choose to set:
1. User Prompt which allows the report reader to define the filter value to match when they run
the report.
2. Defined Value which sets the value during the report creation process so the report is
always restricted to the same result subset.
3. Pre-Defined Period which uses a date range on the report, which is always the same
calculation, but dynamic by being relative to the report run date. This option is only available
for date or timestamp fields.
See Filter values (see page 921) for more information.
Filter operators

Operator Description Type
General Filtering
Equal to Equal to a single alphanumeric or string value
Greater Greater than a single alphanumeric or string value Numeric

than
Greater Greater than or equal to a single alphanumeric or string value Numeric

than or
equal to
Less than Less than a single alphanumeric or string value Numeric
Less than Less than or equal to a single alphanumeric or string value Numeric
or equal to
Different Not equal to or different from a single alphanumeric or string value

from
Between Between variable 1 and variable 2 these will need to be legitimate parameters such as date, age etc. Numeric
Not Not between variable 1 and variable 2 these will need to be legitimate parameters such as date, age etc. Numeric
Between
In List One or more alphanumeric or string values
Not In List Two or more alphanumeric or string values
Is Null Record contains no value for selected attribute. No Parameter can be set
Is Not Null Record contains any value. No Parameter can be set
Advanced Filtering
Contains Records that contain text that matches the input value Text
Does Not Records do not contain text that matches the input values Text
Contain
Starts With String starts with letter or letters Text
Does Not Records do not contain text at the start of the string that ends with the input values Text
Start With
Ends With String end with letter or letters Text
Does Not Records do not contain text at the end of the string that ends with the input values Text
End With
Is Empty A record that is an empty string Text

String
Is Not A String that is not empty Text

Empty
String
Equals The records in the filtered column will have values equal to the values of an alternate column
Column
The records in the filtered column will not have values equal to the values of an alternate column

Operator Description Type
Different
From
Column
Greater The records in the filtered column will have values greater than the values of an alternate column Numeric
Than
Column
Greater The records in the filtered column will have values greater than or equal to the values of an alternate Numeric
Than or column
Equal to
Column
Less The records in the filtered column will have values less than the values of an alternate column Numeric
Than
Column
Less than The records in the filtered column will have values less than or equal to the values of an alternate Numeric
or Equal column
To Column
Minimum This option will find the earliest date value available. Numeric
Date
Maximum This option will find the latest date value available. Numeric
Date
Link to This filter allows the user to select one value on the report page and have it used across multiple filters.
Filter For example have Athlete Region set as a User Prompt filter and link the Camp Region to it. This will
mean that the user selects the Athlete Region and the Camp Region will be set to the same value.
* The Type column is only specified if the operator is not common across all data types. Numeric
Types include date data types.
Filter values
There are different options available when it comes to filter values. As a report writer you can
choose to set:
1. User Prompt which allows the report reader to define the filter value to match when they run
the report.
2. Defined Value which sets the value during the report creation process so the report is
always restricted to the same result subset.
3. Pre-Defined Period which uses a date range on the report, which is always the same
calculation, but dynamic by being relative to the report run date. This option is only available
for date or timestamp fields.
User Prompt

The default value for filters added to the Data step is User Prompt. If this setting is not changed,
the user that runs the report will be prompted to provide filter values at the time of running the
report. This is useful when the audience for a report is broad, meaning that each user may be
interested in a different subset of results.
There are three methods for defining User Prompt filter values, and these depend on the formatting
applied to the filter. bq. See Filter formatting (see page 1061) for more information.
1. Manual Entry - this allows the user to manually type the required value(s).
2. List Selection - this allows the user to select value(s) from a list provided. This list may either
be provided by an Org Ref Code (see page 1679) or Cached dependent filters (see page 926)
.
3. Prompt Selection - this allows the user to prompt the database for values and select from a
list returned.
Manual Entry
Filters that require users to define values through manual entry can include single values, ranges,
and lists.
List Selection
The report writer can set filter value lists to be cached, meaning the system does not have to go
back to the source database to retrieve a list of values each time the user runs the report. These
lists can also be generated through the use of Organisation Reference Codes (see page 1679).
Both types are defined through Filter formatting (see page 1061).

Prompt Selection
In order to select from a list of values, where a list has not been cached, the user will have to
prompt the database for a list.
1. Click on the prompt filter icon to the right of the filter
2. Select the required values from the displayed list
Defined Value
In order to define values for filters, you will need to:
1. Open the Filter Settings on the Data step and click on Define Value

2. You will now have multiple options, depending on what type of field you are using. Select an
option that is not User Prompt
3. Define the value(s) to be used and save

Pre-Defined Period
When using date field an advanced filter option becomes available, which provides you with a list
of date/range calculations to select from. Simply define a value (as outlined above) and select the
Pre-defined Period option.When using date field an advanced filter option becomes available,
which provides you with a list of date/range calculations to select from. Simply define a value (as
outlined above) and select the Pre-defined Period option.

See Date Filter Periods (see page 1738) for more information.
Cached dependent filters
In order to ensure that User Prompt filter value selection is as easy as possible for the user, it's a
good idea to cache your filters, creating lists, rather than prompting them to enter values manually.
It's also helpful to create dependencies between filters that are related.
For example, if you have a Product Type and Product Code filter, making the Product Code
dependent on Product Type will allow the user to nominate a type, and only see the products that
belong to that type, rather than the whole list.
Setup
1. Add the required filters to your report
a.
a. Make sure the filters are listed in order of dependency; this will make it clearer to the
user.
b. Leave the filters as User Prompt so they are available for the user.
In this example, we've used the Camp Region, Camp Country, and Camp Name as
filters, all set to In List in order to allow the user to select multiple values if required.
2. Cache the top level filter of the dependency structure
a. On the Data or Output step, click on the Filter Formatting menu at the top of the
menu ribbon.
b. Select the top level filter from the drop down list provided.
c. Open the Entry Style menu, set the Entry Type to Value List Selection, and the
values to be Cached Values.
d. Click Refresh Now to generate a list of values for the filter.
3. Set the second level filter to be dependent on the top.

a. While in the Filter Formatting menu, select the second level filter from the filters list
on the left.
b. Open the Display menu and set the Display Dependent On value to the top level
filter.

4. Cache the second level filter as before

a. Repeat step 2 instructions for this filter
Note: when the dependency and caching is set up correctly, the second filter will be
hidden until a value for the first filter has been selected. Each time values for the first
filter are changed, the second filter value list should be refreshed.
5. Set the dependency for remaining levels
a. For each of the remaining filter levels, you will need set the dependency to the filter
level directly above it, and then cache the filter.

Once you've completed these steps, you should have filters available on your report
that should display once the level above has a selection, and should refresh when
that selection is changed.
Use
In this example, Europe has been selected as the Region, and the Countries there are records in
the database for have been displayed in the second level filter.
Next, Germany has been selected as the Country, so all the sites within Germany have been
displayed.
Finally, the user defines which sites they wish to view and applies the filters.

Drill down reports

BMC Remedy Smart Reporting has drill down functionality available for its reports and charts. This
provides you with the option to drill down logical hierarchies within your data, viewing data from
different angles and levels.
Drill down allows you step down a logical hierarchy within your data by re-calculating your report
each time you move down a hierarchy.
For example you may be looking at a sales report by region. To determine why one region is
outperforming another you can click on the region to see the various countries performances within
that region.
Each time you drill down the value that you selected becomes a filter for the next level down. You
will not see all countries when drill down – just the countries for the region you selected.
For example you may be able to drill from
Year > Month > Date.
When you click on the link to the report will refresh with detail updated.

For example if your report contained region and you clicked on Europe the refreshed report will
display all countries within Europe.
Initial setup
When your administrator sets up your view they can define dimension hierarchies. These
hierarchies are built to enable you to explore your data in a way that is appropriate for your
business.
In the example above your administrator would have set the view up to build a time based
hierarchy.
Year drills to > Month drills to > Date

Having done this the application re-calculates your report data as you move down the hierarchy.
The common areas for which hierarchies are created include:
Geography (Region, Country, State)

Date (Year, Quarter, Month, Week, Date).
Organization Structure (Division, Line of Business, Cost Center)
Customer (Country of Origin, Region, City, Customer).
Product (Category, Line, Product Code)
See Drill Down hierarchies (see page 1672) for more information.
Using drill down

Analysis style
There are four Analysis Styles; Drill Down, Drill Anywhere, Drill Through, and Co-Display. The Drill
styles cannot be used simultaneously used on a report as the user action looks similar and this
could lead to confusion for a user that has not created the report.
To select the type of analysis you wish to apply click the Drill Down radio button on the Analysis
Style panel of the Data step.
Add drill fields to your report
1. Locate the fields that you wish to add to your report. All fields that are drill able will be
identifiable by the line which joins them in the report field’s box.

2. Select the level of the hierarchy that you wish to start your analysis from, generally this is
the top level.
Note: you cannot add multiple fields from the same hierarchy onto a report – for example
you cannot add Region and Country on the same report when using drill down – since you
can drill from region to country.
Drill on multiple hierarchies

You can add in data from multiple hierarchies to assist your report readers to drill down and across
various hierarchies such as product and organisation hierarchies. When adding in multiple
hierarchies it is suggested to use a Crosstab report so that the data is presented in a way that is
easier to read and understand.
In the example below you can drill down on either the Year or Booking Method.

Drilling up
When you run a report with drill down each time you drill into a level of detail the report is refreshed
with new data. To drill up to the level you were previously at, for example from Media back to
Media Category, use the breadcrumb located at the top of the table or chart.
Reset report
If you have multiple drill down options or you have drilled down multiple levels of a hierarchy you
can easily reset your report. This will display the data as it was before you began your drill down
analysis.
To reset a report you can either click the Reset Report link located under the main navigation bar,
or the Start link on the drill breadcrumb.

Drilling on charts
Just as with tables you can also drill down on charts.
1. Place your cursor over the value you wish to drill on.
2. Click the area of the chart
3. The chart will be refreshed with new data.
Printing and exporting drill results

You can print or export data from your report as a PDF or CSV file whilst drilling down to maintain a
copy of the results of your analysis. Whenever you print or export your report the data as displayed
on the screen will be printed or exported.
Drill Anywhere reports

Like Drill Down, Drill Anywhere allows the user to move through levels of detail within a single
report. The difference here is that the hierarchy, or path, is built by the user during the drill process,
rather than the administrator during the view building stage.
For example, perhaps you are looking at a sales report categorized by region. Instead of having to
drill into a straightforward hierarchy, like Region > Country > State > Location, you can select from
a list of enabled Drill Anywhere dimension fields. This would allow you to use drill paths such as
Region > Product, Region > Demographic, and Region > Time.
Each time you drill, you will be supplied with a drill path, much like the breadcrumbs used for Drill
Down. And each time, the field value you drilled into, will be used as a filter for the next level.
In the example depicted here, the user has chosen to drill into the detail of the Luxury
demographic, and selected to view the Gender breakdown within Luxury as the second level.

The drilled report, with one level of breadcrumbs displayed at the top of the report.
Interacting with Drill Anywhere is very similar to that of the standard Drill Down
functionality. The differences in the setup process are outlined below.
Initial setup
When your administrator sets up your view, they will need to define dimension fields to be enabled
for Drill Anywhere use. To do this, they will need to format the field they wish to enable, navigate to
the Access tab, and enable Drill Anywhere use.
Using Drill Anywhere

Select Analysis Type

BMC Remedy Smart Reporting has several different analysis options. To select the type of
analysis you wish to apply, click on the Drill Anywhere radio button on the Report Options Analysis
section.
Add drill fields to your report

Add one or more enabled Drill Anywhere dimensions to your report.
Note
If your report does not have any hyperlinked fields when viewed on the Report Preview
page, you either have not enabled Drill Anywhere on the report, or the dimension you are
using is not set up for Drill Anywhere in the view.
Report Builder - Charts step

Charts are the graphic equivalent of tables and cross tab tables. BMC Remedy Smart Reporting
has a very powerful and easy-to-use charting feature which enables you to produce sophisticated
and visually appealing charts to display a simple summary of your data or to represent complex
relationships within it.
With BMC Remedy Smart Reporting, once you have selected the data to be used in the report, you
can visualize this data in many ways simply by altering the attributes that you use in the chart.

Click the following video to view the process to create a report using custom images and
infographics.
# Function/Panel Description
1. Navigation Access various builder steps by clicking on the links in the navigation bar. The Report link provides the
user with save options throughout the building process, rather than waiting until the final step.
2. Report Fields Search for fields to use in the chart here, accessing all fields added to the Datastep of the builder.
Search
See Report Builder - Data step (see page 863) for more information.
3. Report Dimension Select dimension fields to use in the chart here, accessing all fields added to the Datastep of the
Fields builder.
See Report Builder - Data Step (see page 863) for more information.
4. Report Metric Select metric fields to use in the chart here, accessing all fields added to the Datastep of the builder.
Fields
5. Advanced Function Use this button to apply an Advanced Function to a field for use in the chart.
See Advanced functions (see page 877) for more information.
6. Auto Chart Setup / Toggle between the Auto Chart feature, and the Chart Selection list. The Auto Chart will generate a
Chart Type chart based on the fields you drag into the builder, rather than you having to specify which chart to use.
Indicator If not using the Auto Chart, this area will display the currently selected Chart Type.
7. Horizontal Axis Provide the field(s) to be used for the horizontal axis. Depending on the chart, this may accept multiple
Fields fields.
See Chart Components (see page 961) for more information.
8. Vertical Axis Fields Provide the field(s) to be used for the vertical axis. Depending on the chart, this may accept multiple
fields.
9. Colour Field Provide the field to be used for colour. Depending on the chart, this may require a Metric OR
Dimension.

# Function/Panel Description
10. Size Field Provide the field to be used for size. This will need to be a metric field, or aggregated dimension.
11. Animation Field Provide the field to be used for animation. This will need to be a date field.
12. Chart Thumbnails This displays a thumbnail list of the charts created on this report's results.
See Multi-charts (see page 992) for more information.
13. Add Chart Button This button allows you to create additional charts based on the same result set.
See Multi-charts (see page 992) for more information.
14. Formatting Menus Access various formatting menus from this section of the navigation bar. This allows the user to apply
formatting changes to elements of the chart and preview the output.
See Chart formatting (see page 964) for more information.
15. Close Builder Leave the builder using this button.

Button
16. Chart Type Select the type of chart you wish to use.
Selection
See Chart type selection (see page 939) for more information.
17. Chart Preview View a preview of the final chart output. This preview doesn't include interactive elements such as
series selection, date slider, navigation, etc.
Note
There may be different components to be populated based on the chart type that has
been selected. In the example above we have selected a standard Scatter to
demonstrate the most common components; Horizontal Axis, Vertical Axis, Color, Size,
Animation.
Chart type selection

BMC Remedy Smart Reporting provides several types of charts that let you visualize data most
effectively. It is important to use the correct chart type, based on the data presented in your report.
BMC Remedy Smart Reporting provides the following ways to select a chart in your report:
Auto chart—automatically generates common chart types such as Bar, Column, Scatter,
and Line charts. The functionality provides common component areas such as Horizontal
Axis, Vertical Axis, Color, and Size. Based on the fields you select for each component area,
the auto chart generates a most suitable chart.
Recommendation

For selecting a specific type of chart or any special charts, use the chart selection
panel from the right navigation bar.
Chart selection panel—makes different chart types available for selection. Charts that are
suitable for the type of data in your report are available for selection, whereas, other chart
types are unavailable. You can swap between different chart types to see different
visualizations.
This topic provides details about different charts available in BMC Remedy Smart Reporting, and
provides a chart selector guide to help you select the most appropriate chart to suit your needs.
Chart types (see page 940)

Chart selector guide (see page 945)
Chart types
The chart selection panel organizes the available chart types in following categories:
Analytical charts (see page 940)

Area charts (see page 941)
Bar charts (see page 941)
Column charts (see page 942)
Combination charts (see page 942)
Financial charts (see page 942)
Line charts (see page 943)
Maps (see page 943)
Meter charts (see page 944)
Pie charts (see page 944)
Special purpose charts (see page 944)
Based on the chart type you select, different chart data options are available.
The following table provides information about all available chart types in each category:
Icon Chart type Description Chart data options
Analytical charts
Scatter Scatter charts displays a non-linear trend of two related data series
Horizontal Axis
Use this charts with categorical, sequential or time-series data. Vertical Axis
Bubble size and location combine to effectively display 3-D data on Colour
a 2-D chart. Scatter charts can also be displayed in quadrants, Size
allowing for negative X and Y values.
Histogram Shows the number of times a given value occurs in the dataset.

Horizontal Axis
Colour
Box & Gives a quick overview of series of values and their statistical
Whisker properties. Horizontal Axis
Vertical Axis
Trellis Displays a segmented chart for which behaviour is determined by

the selected data. Horizontal Axis
Vertical Axis
Colour
Size
Heat Grid Plots the intensity of a metric across multiple categories.

Horizontal Axis
Vertical Axis
Colour
Size
Area charts
Area Emphasizes the magnitude of change over time.

Horizontal Axis
Vertical Axis
Colour
Stacked Emphasizes the magnitude of change over time, while comparing

Area multiple categories.
Bar charts
Horizontal Highlights values for easy comparison and plots numerical values
Bar horizontally. A bar chart places less emphasis on time and focuses Horizontal Axis
on comparing values. Vertical Axis
Colour
3D
Horizontal
Bar
Horizontal
Cylinder
Stacked Displays categorical data, grouped or stacked to assist part-to-whole

Horizontal comparison.
Bar

Proportional Displays how close values in different categories came to the

Bar highest category value.
Layered Bar Compares the contribution of each value to a total across <Need info. Not in YF docs
categories. either>
Column charts
Vertical Highlights values for easy comparison and plots numerical values
Column vertically. A column chart places less emphasis on time and focuses Horizontal Axis
on comparing values. Vertical Axis
Colour
3D Vertical
Column
Cylinder
Stacked Displays categorical data, grouped or stacked to assist part-to-whole

Vertical comparison. These charts are also referred to as stacked column
Column chart.
3D Stacked
Column
Layered Compares the contribution of each value to a total value, across

different categories.
Combination charts
Combined Provides clarity and highlights relationships between data sets.

Category Horizontal Axis
Combination charts, in effect, superimpose one chart type above or Vertical Axis
below another. Colour
Overlay The line chart emphasizes a trend and bar chart emphasizes
Chart specific values.
Tip: For using the line chart and chart combination effectively, use
bright colors for the line graph and use subtle colors.
Financial charts
Financial Displays a trading value; a subchart displays volume.

Line Horizontal Axis
Start

End
High
Low
Volume
High Low Shows daily high, low, opening, and closing values. The tick Trend
positions correspond to opening and closing values.
Candlestick Shows daily high, low, opening, and closing values with different
color bars depending on the daily direction.
Line charts
Line Displays trends over time by plotting data at points connected by

lines. A single line chart plots many metrics. Horizontal Axis
Vertical Axis
Colour
3D Line
Z Chart Displays trends over a short period of time. The chart displays data,
accumulative total, and moving total.
Stepped Line A line chart that displays as steps rather than straight lines.
Maps
Image Map A thematic map that uses an image to determine regions to be

or Raster colored based on a given metric.
Map
If you do not have GIS defined columns you can use the Image
Maps to create heat maps – these are a good way to display metrics
with a spatial element such as Revenue by State or Country.
You will only be able to render maps for which an image map has
been defined.
Google Map Renders location data points onto a Google map. The map is
displayed as a BMC Remedy Smart Reporting Chart, along with
associated Google map widgets.
GIS Google A Google map that uses GIS data for its marker coordinates.
Map
GIS Map

Allows rendering of complex GIS polygons. Based on the GIS data

available in a report, this map renders spatial reports on the fly.
GIS Bubble A bubble map in which bubble positions are specified by GIS points.
Map
GIS Heat A heat map where colors representing GIS points are blended
Map based on intensity.
Meter charts
Meter Displays the rate of change of a measure against predefined targets. Measure
This chart is useful for dashboard reporting.
Thermometer Displays a range of qualitative indicators. This chart is a vertical

representation of the meter chart
Dial This chart is useful for communicating key performance indicators.
Pie charts
Pie Shows part-to-whole relationship of data. This chart highlights

proportions rather than actual values. Color — This is the
category label for the
Tip: To highlight actual values, use other chart types such as bar X axis.
charts or column charts. Size — Typically a
3D Pie
numeric value such
as $. An item that
you want to measure
on your Chart
Ring
Multi Pie Highlights individual component sizes in a system of multiple

components. Size
Label
Special purpose charts
Funnel Shows the status of stages in a process.

Colour

Size
Proportional Displays segments on an image, with the segment size representing

Infographic metric value.
Comparative Displays images that are sized to correspond to a metric.

Infographic
Radar Displays data comparison by integrating multiple axes into a single

radial figure.
Waterfall Shows how an initial value is increased and decreased by a series

of intermediate values, leading to a final value. This chart is a
special type of floating column chart.
Event Maps the occurrence of events with respect to the values of a

numeric dataset, over time.
Week Shows the density of occurrences based on hour relative to other

Density densities on the same day of the week.
Digital Shows the value of a metric on a digital display.

Numeric
Display
Numeric Shows the total value of the field, either defined by the aggregation
Display applied to it, or the column total aggregation, if available.
Chart selector guide

Analytical charts
Scatter Chart Can be used with categorical, sequential or time-series data. Bubble size and location combine
(see page 946) to effectively display 3-D data on a 2-D chart. Scatter charts can also be displayed in quadrants,
allowing for negative X and Y values.
Histogram (see Shows the number of times a given value occurs in the dataset.
page 947)
Box and A chart which gives a quick overview of series of values and their statistical properties.
whisker chart
(see page 947)
Trellis Chart A segmented chart for which the behaviour is determined by the data selected.
(see page 947)
Heat Grid (see Plots the intensity of a metric across multiple categories.
page 948)
Scatter Chart
Can be used with categorical, sequential or time-series data. Bubble size and location combine to
effectively display 3-D data on a 2-D chart.
Chart Data options
Option Description
Horizontal Axis Select the metric or date to use as the x axis measurement.
Vertical Axis Select the metric or date to use as the y axis measurement.
Size Optional: Select a metric to set the size of each bubble.
Colour Optional: You can select one field to split your values by colour.
Scatter Chart tutorial
In order to set up a Scatter Chart:
1. Create a report with chart display

a. Select a field to use as the Horizontal Axis
b. Select a field to use as the Vertical Axis
c. Select a field to use as the Size (optional field)
d. Select a field to use as the Colour (optional field)
2. Create your chart, selecting Scatter as the type under the Analytical heading
3. Provide the Horizontal Axis, Vertical Axis, Size, and Colour options
4. Customise the Chart as required
5. Proceed to the Output step
6. Save your report.

Histogram
Shows the number of times a given value occurs in the dataset.
Chart Data options
Option Description
Horizontal Axis Select the metric you wish to analyse the distribution of.
Colour Optional: You can select one field to split your values by colour.
Histogram Tutorial
In order to set up a Histogram Chart:

b. Select a field to use as the Colour (optional field)
c. Enable the display of duplicate records
2. Create your chart, selecting Histogram as the type under the Analytical heading
3. Provide the Horizontal Axis and Colour options
6. Save your report
Box and whisker chart

A chart which gives a quick overview of series of values and their statistical properties.
Chart data options
Option Description
Horizontal Axis Select at least one metric to analyse in the chart.
Vertical Axis Select a label to split your series up by.
Box and whisker tutorial
In order to set up a Box & Whisker Chart you will need:

a. Select a field to use as the Vertical Axis
b. Select a field to use as the Horizontal Axis
c. Enable the display of duplicate records
2. Create your chart, selecting Box & Whisker as the type under the Analytical heading
3. Provide the Horizontal and Vertical axis options
6. Save your report
Trellis Chart
A segmented chart for which the behavior is determined by the data selected.

Chart Data Options
Option Description
Horizontal You may select up to two different fields to use as columns in your trellis.
Axis
Vertical Axis You may select up to two different fields to use as rows in your trellis chart.
Colour You can select one field to split your values by colour.
Size When you have a scatter plot trellis you will also be able to select a metric to use for the size of the bubbles.
Note: at least one of either the Column or Row fields selected must be a metric.
Trellis Chart Tutorial
In order to set up a Histogram Chart you will need:

a. Select field(s) to use as the Horizontal Axis
b. Select field(s) to use as the Vertical Axis
c. Select a field to use as the Colour (optional field)
d. Select a field to use as the Size (optional field)
2. Create your chart, selecting Trellis as the type under the Analytical heading
3. Provide the Horizontal Axis, Vertical Axis, Colour, and Size options
6. Save your report
Heat Grid
Plots the intensity of a metric across multiple categories.
Chart Data Options
Option Description
Horizontal You may select up to two different fields to use as columns in your trellis.
Axis
Vertical Axis You may select up to two different fields to use as rows in your trellis chart.
Colour You can select one field to split your values by colour.
Size When you have a scatter plot trellis you will also be able to select a metric to use for the size of the bubbles.
Heat Grid Tutorial
In order to set up a Heat Grid Chart you will need:

a. Select field(s) to use as the Horizontal Axis
b. Select field(s) to use as the Vertical Axis
c. Select a field to use as the Colour (optional field)
d. Select a field to use as the Size (optional field)
2.
2. Create your chart, selecting Heat Grid as the type under the Analytical heading
3. Provide the Horizontal Axis, Vertical Axis, Colour, and Size options
6. Save your report
Area Chart
Area You want to emphasize the magnitude of change over time. Use an area chart to show how much the
value of a measure changes over time.
Stacked You want to emphasise the magnitude of change over time, while comparing multiple categories.
Area
Chart Data Options

Option Description
Horizontal This is the category label for the X axis

Axis
Vertical Typically a numeric value such as $. An item that you want to measure on your Chart
Axis
Colour This option is only available if you have a cross tab data set available and is used to determine the colour applied
for cross tab series data.
Area Chart Tutorial

In order to set up an Area Chart you will need:

c. Select a field to use as the Colour (if you have decided to create a cross tab report)
2. Create your chart, selecting Area as the type
3. Provide the Horizontal Axis, Vertical Axis, and Colour options
6. Save your report
Bar Chart
Type Icon When to Use
Horizontal You want to highlight values for easy comparison and plot your numbers horizontally. Use a bar
Bar chart to place less emphasis on time and focus on comparing values.

3D Similar to the horizontal bar chart, but in three a dimensional form.

Horizontal
Bar
Stacked Categorical data, grouped or stacked to assist comparison. Use when part-to-whole comparison is
Horizontal important.
Bar
Horizontal Similar to the horizontal bar, but having chart components shown in cylindrical form.
Cylinder
Proportional Displays how close values in different categories came to the highest category value.
Bar
Chart Data Options

Option Description
Vertical This is the category label for the X axis

Axis
Horizontal Typically a numeric value such as $. An item that you want to measure on your Chart
Colour This option is only available if you have a cross tab data set available and is used to determine the colour applied for
cross tab series data.
Bar Chart Tutorial

In order to set up a Bar Chart you will need:

a. Select a field to use as the Vertical Axis
b. Select a field to use as the Horizontal Axis
2. Create your chart, selecting Bar as the type
3. Provide the Horizontal Axis, Vertical Axis, and Colour options and Refresh
6. Save your report
Column Chart
Vertical You want to highlight values for easy comparison and plot your numbers vertically. Use a column
Column chart to place less emphasis on time and focus on comparing values.
3D Vertical Similar to the vertical bar chart, but in three dimensional form.
Bar

Stacked Also referred to as stacked column charts and used when part-to-whole comparison is important.
Vertical Bar
Cylinder Similar to the vertical bar, but having chart components shown in cylindrical form.
3D Stacked Similar to the 3d stacked vertical bar chart, but in three dimensional form.
Vertical Bar
Layered Compares the contribution of each value to a total across categories.
Chart Data Options

Option Description

Axis
Axis
Column Chart Tutorial

In order to set up a Column Chart you will need:

2. Create your chart, selecting Column as the type
6. Save your report

Combination Charts
Combination Combination charts, in effect, superimpose one chart type above or below another. Use to improve
Charts clarity and highlight relationships between data sets.
Overlay Use the line chart to emphasize a trend and bars to emphasize specific values. Line/Bar
Chart combinations may work better by de-emphasizing bars through the use of subtle colours.
Chart Data Options

Option Description

Axis
Axis
Financial Charts
These are commonly used in the financial sector, specifically designed to show trends and
movements in trading datasets.
Financial Use this chart to display a trading value with a subchart displaying volume.
Line
High Low Displays the daily high, low, opening, and closing values with tick positions corresponding to opening
and closing values.
Candlestick Shows the daily high, low, opening, and closing values with different colour bars depending on the
daily direction (positive or negative).
Chart Data Options

Option Description
Horizontal Axis This is the label for the X axis, time series data.
Start Share value at the beginning of the time period (commonly: day)
End Share value at the end of the time period (commonly: day)
High The highest value the share reached in the time period
Low The lowest value the share reached in the time period

Option Description
Volume Number of shares traded in the time period
Trend A metric the user created to display a trend line on the chart
Line Charts
Line You want to view trends over time by plotting data at points connected by lines. Use a line chart to
plot many metrics.
3D Line Similar to the line chart, but in three-dimensional form.
Z Chart Trends over a short period of time; displaying the data, accumulative total, and moving total.
Stepped A line chart where movement is shown in steps rather than straight lines.
Line
Chart Data Options

Option Description

Axis
Axis
Line Chart Tutorial

In order to set up a Line Chart you will need:

2. Create your chart, selecting Line as the type
6. Save your report
Z Chart Tutorial

In order to set up a Z Chart you will need:

a. Select a date field to use as the Horizontal Axis
2. Create your chart, selecting Z Chart as the type
3. Provide the Horizontal Axis and Vertical Axis options
6. Save your report
Meter Charts
Meter You want to measure the rate of change of a measure against pre-defined targets. Useful for
dashboard reporting.
Thermometer Vertical representation of the meter chart, indicating a range of qualitative indicators.
Dial Used to communicate key performance indicators.
Numeric Shows the value of a metric on a digital display.

Display
Chart Data Options

Option Description
Measure Typically a numeric value such as $. An item that you want to measure on your Chart
Meter Chart Tutorial

In order to set up a Meter Chart you will need:

a. Select a field to use as the Measure
2. Create your chart, selecting Meter as the type
3. Provide the Measure option
6. Apply Conditional Formatting if the chart requires it
7. Save your report

Pie Charts
Pie You want to show the relationship of parts to the whole. Use a pie chart to highlight proportions rather than
actual values. If it is important to show actual values in the chart, avoid using the pie chart type.
3D Similar to the pie chart, but in three a dimensional form.

Pie
Multi Used to highlight individual component sizes in a system of multiple components.

Pie
Ring Similar to the pie chart, but in a circular ring form.
Chart Data Options

Option Description
Colour This is the category label for the X axis
Size Typically a numeric value such as $. An item that you want to measure on your Chart
Pie Chart Tutorial

In order to set up a Pie Chart you will need:

a. Select a field to use as the Colour
b. Select a field to use as the Size
2. Create your chart, selecting Pie as the type
3. Provide the Colour and Size options
6. Save your report
Special Purpose Charts

Funnel Chart (see Used to show the status of stages in a process.

page 956)
Proportional Displays segments on an image, with the segment size representing metric value.
Infographic (see
page 956)

Comparative Displays images sized in such a way to correspond to a metric.

Infographic (see
page 957)
Radar Chart (see You want to compare data by integrating multiple axes into a single radial figure.
page 958)
Waterfall Chart Waterfall charts are a special type of Floating Column Chart. A typical waterfall chart shows
(see page 958) how an initial value is increased and decreased by a series of intermediate values, leading to
a final value.
Event Chart (see Maps the occurrence of events against the values of a numeric data set over time.
page 959)
Week Density Shows the density of occurrences based on hour relative to other densities on the same day
Chart (see page of the week.
959)
Funnel Chart
Used to display steps in a process, helps to identify bottle necks in a workflow.
Chart Data Options
Option Description
Funnel Chart Tutorial
In order to set up a Funnel Chart you will need:

2. Create your chart, selecting Funnel as the type under the Special Purpose heading
6. Save your report
Proportional Infographic
Displays segments on an image, with the segment size representing metric value.
Chart Data Options

Option Description
Image This is the image file to be used for the shape of the infographic
Note: if you wish to use your own image you will need to make sure it has some transparency. Basically, any area of the
image that has colour (of any shade) will be coloured in the chart, any transparent area will be left blank. You need
some transparent area in order for the chart to be anything other than a large block shape.
Proportional Infographic Tutorial
In order to set up a Proportional Infographic Chart you will need:

2. Create your chart, selecting Proportional Infographic as the type under the Special Purpose
heading
4. Select or Upload an image
7. Save your report
Comparative Infographic
Displays images sized in such a way to correspond to a metric.
Chart Data Options
Option Description
Image This is the image file to be used for the shape of the infographic
Note: if you wish to use your own image you will need to make sure it has some transparency. Basically, any area of
the image that has colour (of any shade) will be coloured in the chart, any transparent area will be left blank. You
need some transparent area in order for the chart to be anything other than a large block shape.
Horizontal Optional: this is the value displayed directly above each image
Axis
Comparative Infographic Tutorial
In order to set up a Comparative Infographic Chart you will need:

heading
3.
3. Provide the Colour, Horizontal Axis, and Size options

4. Select or Upload an image
7. Save your report
Radar Chart
You want to compare data by integrating multiple axes into a single radial figure.
Chart Data Options
Option Description
Radar This is the category label for the axes.
Radar Chart Tutorial
In order to set up a Radar Chart you will need:

a. Select a field to use as the Radar
b. Select field(s) to use as the Size
2. Create your chart, selecting Radar as the type under the Special Purpose heading
3. Provide the Radar and Size options
6. Save your report
Waterfall Chart
Waterfall charts are a special type of Floating Column Chart. A typical waterfall chart shows how
an initial value is increased and decreased by a series of intermediate values, leading to a final
value.
Chart Data Options
Option Description
Horizontal Axis This is the category label for the X axis
Vertical Axis Typically a numeric value such as $. An item that you want to measure on your Chart
Waterfall Chart Tutorial
In order to set up a Waterfall Chart you will need:

heading
3.

6. Save your report
Event Chart
Maps the occurance of events against the values of a numeric data set over time.
Chart Data Options
Option Description
Horizontal Axis Time value
Vertical Axis Metric shown in the line (the top of the chart)
Events Binary values that signify if the event was occurring on each of the time values.
Event Chart Tutorial
In order to set up an Event Chart you will need:

c. Select field(s) to use as the Event(s)
2. Create your chart, selecting Event as the type under the Special Purpose heading
3. Provide the Horizontal Axis, Vertical Axis, and Event options
6. Save your report
Week Density Chart

You want to measure the density of an occurrence or a metric value based on an hour, relative to
other times in the same day of the week.
Chart Data Options
Option Description
Horizontal Axis This is the time field that will be used to identify days of the week and hours of the day.
Vertical Axis Typically a numeric value such as $. An item that you want to measure on your Chart
Week Density Chart Tutorial
In order to set up a Week Density Chart you will need:

2. Create your chart, selecting Week Density as the type under the Special Purpose heading
4.

6. Save your report
Maps
The following table will provide you with information on the different map types and reasons for
using each of them.
Raster If you do not have GIS defined columns you can use the Image Maps to create heat maps – these are a good way to
Map display metrics with a spatial element such as Revenue by State or Country You will only be able to render maps for
which an image map has been defined.
Google Google Maps allow you to render location data points onto a Google map which will be displayed as a BMC Remedy
Smart Reporting Chart – along with associated Google map widgets. You will have to have a Google Map Key to use
this type of chart.
GIS A Google map which uses GIS data for its marker coordinates.
Google
Map
GIS GIS Maps allow the rendering of complex GIS polygons. These can be used to render spatial reports on the fly based
on the GIS data available in a report.
GIS A bubble map in which bubble positions are specified by GIS points.
Bubble
GIS A heat map where colours representing GIS points are blended based on intensity.
Heat
Raster map
There are two styles of heat maps available using BMC Remedy Smart Reporting. Those created
from GIS data or those created via an image (Raster Map). The image will contain all the regions
for your data. These images work by substituting a unique color in your image with a new color
based on the value of data in your report.
To begin making Raster Maps you will need to have:
An image with each ‘Zone’ defined by a unique colour (JPG or PNG)

Reference Code data that allows you to match each map zone to reference data. (In the
tutorial we have Country as a Ref Code – so that we can map each zone to a country code
which will then be used for our data).
Selecting the right image
When setting up a Raster Map, selecting the right image means more than just finding an image
that depicts the data in your data set. In the initial search there are some criteria your image should
attempt to meet:
1. The image should contain all areas you wish to assign data to. For example, if you wanted
to map revenue by states of Australia, you would need a full map of Australia. A World map
would not be suitable here, nor would a map of half of Australia.
2.
2. The image should only contain elements you wish to be displayed in the final map. This
means that if you found a map of Australia, the image should not contain a background of
surrounding water and land masses unless you wish these areas to be displayed in the final
map.
Note
Any area that does not have data assigned to it will display as found in the original
image.
3. The image should be of a high enough resolution so that you can resize the final map
without losing clarity. This means that the image needs to be the size you wish to display
your final map, or larger, so that edges and backgrounds do not appear blurred then
resized.
Chart Components
In the chart data panel you will be prompted to select the series you wish to use in your chart and
also edit the series style options. Having selected your chart type, the data selection panel will be
refreshed to display the appropriate options for the chart.

Standard Components
Icon Component Description
Horizontal The field used to define the horizontal axis of the chart. Depending on the chart type selected, this may be
Axis either a dimension or metric field.
Vertical The field used to define the vertical axis of the chart. Depending on the chart type selected, this may be
Axis either a dimension or metric field
Colour The field used to define the colours used in the chart. Depending on the chart type selected, this may be
either a dimension or metric field.
Size The field used to determine the size of bubbles in the chart. This will be a metric or aggregated dimension
field.
Animation A Date or Time field that can be used as frames to animate the chart. Each value of the animation field will
generate a unique frame in the animation.
Note: it is recommended that you change the Chart Title option to display the Animation Field in order to
provide the report writer with a label for each frame.
Specialty Components
Image Choose the relevant image that you want to use to display your data. Used for Raster Maps, Comparative
Infographics, and Proportional Infographics.
Region The region is the field that has reference codes associated with areas on the map. Used for Raster Maps.
Label The label for the roll over bubble. Used for Google Maps.
Description A description that is contained in the roll over bubble. Used for Google Maps.
Link A hyperlink that can be embedded into the bubble to take the user to an external site/report. Used for
Google Maps.
Latitude The Latitude coordinates field. Used for Google Maps.
Longitude The Longitude coordinates field. Used for Google Maps.
Geo Field This is the field in your report that contains the GIS data types. Used for Google GIS Maps, GIS Maps, GIS
Bubble Maps, GIS Heat Maps.
Tool Tip The field to be used for tool tip text. Used for Google GIS Maps, GIS Maps, GIS Bubble Maps.
Measure Meter charts only display a single value – select the series to be used for this value. Used for Meters.
Radar This is the category field used for the radar spokes. Used for Radars.
Events Binary values that signify if the event was occurring on each of the time values. Used for Events.
Value A metric the user created to display a trend line on the chart. Used for Financial Lines and Events.
Volume Number of shares traded in the time period. Used for Financial Lines, High Low, Candlestick.

Trend A metric the user created to display a trend line on the chart. Used for Financial Lines, High Low,
Candlestick.
Start Share value at the beginning of the time period (commonly: day). Used for High Low, Candlestick.
End Share value at the end of the time period (commonly: day). Used for High Low, Candlestick.
High The highest value the share reached in the time period. Used for High Low, Candlestick.
Low The lowest value the share reached in the time period. Used for High Low, Candlestick.
Validation
To help ensure the correct fields are used in the chart building process, validation messages will be
displayed to aid the user.
Mandatory vs. Optional Fields

In order to inform the user which fields are mandatory and which are optional for a selected chart
type, a red circle is displayed in the component area for required components.
Component Validation
In order to help the user work out how to populate chart component areas, if the wrong field type is
dragged into a component a validation message will be displayed.
Date Types Geometry Types Numeric Types

Chart formatting
The Chart step formatting menu bar provides you with all the formatting options for your chart. You
can use these options to change settings such as the legend, background, axis and label.
Note
The menus and items contained within them will change based on the type of chart you
are using.
The following formatting options are available:
Reset (see page 964)

Chart settings (see page 965)
Title (see page 968)
Legend (see page 969)
Axis (see page 969)
Background (see page 971)
Labels (see page 973)
Series (see page 974)
GIS settings (see page 975)
Combination charts (see page 976)
Reset
The Reset menu allows you to reset your chart or formatting options:
Formatting: this will reset your formatting selections, but keep the chart type and field
selections defined.
Chart: this will reset your chart, including all formatting, field, and chart type selections,
returning it to an empty state.

Chart settings
The chart format options are the most dynamic options and are based on the type of chart
selected. For example for a pie chart you will be able to set the shadow color and exploding slice
options. The common options found in the chart format drop down include interactivity options such
as visible series selection.
Size and position

Option Description
Width Define the width of the chart in pixels. This option is used instead of resizing the chart using the dragging
method.
Height Define the height of the chart in pixels. This option is used instead of resizing the chart using the dragging
method.
Chart Position Specify the position of the chart in relation to the table.
Horizontal Specify which edge of the table the chart should be aligned to.
Alignment
See Chart size and position (see page 976) for more information.
Time format
Option Description
Yearly Display multiple years on the x axis of the chart, with one line per series.
Comparison
Units Select the granularity of the dates to be displayed. Selecting a unit of finer granularity than your data will result in
using the level of your data.
See Time series (see page 978) for more information.

Style
Option Description
Shading Define whether the area has shading or is a solid color.
Curved Define whether the corners to the bars/columns will be curved or squared.

Option Description
Glow Define whether the bars/columns will have a glow applied.
Shadows Define whether the bars/columns have a shadow applied.
color Set The color applied to this chart will be based the selection made. Possible options are; Metric, Monochrome,
Configuration Defaults.
Metric: The color applied to this chart will be based the default colors applied to metrics in the view. If no color
was defined for a metric, configuration defaults will be used.
Monochrome: The color applied to this chart will be based on different shades of a single selected color.
Configuration Defaults: The color applied to this chart will be based on the defaults defined in configuration.
Reference Code: The color applied to this chart will be based on the defaults applied to the Org Reference
Code.
color This is only available if Monochrome is selected above. Define the color to be used for monochromatic coloring of
the chart.
Opacity Select the opacity percentage of the chart. The lower the percentage, the more transparent it is.
Other Select the % of total a segment must be smaller than in order to be grouped into an 'Other' segment. If 0 there is no
Segment grouping.
Shadow Define the color of the shadow effect applied to the pie.
color
Outline Define the color of the outline of the pie and segments.
color
Outline Define the width of the outline of the pie and segments.
Width
Pie Define the shading style to apply to the pie.

Shading
Style
Start Select the position relative to an analogue clock face that the first segment in the pie should start.
Position
Explode Define which segment(s) of the pie should be split from the main pie.
Slice
Depth Select the percentage of the chart display to be used for the 3D height of the pie.
Factor
Keep Display the pie to fill the full chart area. This means the pie may be stretched so there is no empty space.
Circular
Hollow Display the line shapes with a solid color centre at each data point, or hollow, depending on the selection.
Shapes
Curved Display straight or curved lines between each data point, depending on the selection.
Lines
Total Define the total value contained in the proportional infographic image. If left blank the series total will be used. If the
Value series total is less, there will be 'empty color' for the rest of the image. If it is more, everything after the specified
value will be ignored.
Empty Define the color to be displayed if the specified Total Value is not met by the selected series.
color

Option Description
Orientation The image used by the proportional infographic will be filled from the top down.
Scale Display a scale above the comparative infographic that shows the min and max values, and the central point.
Scale Font Define the formatting for text displayed above the comparative infographic images.
Label Font Define the formatting for the label text displayed below the comparative infographic images.
Text Font Define the formatting for text displayed above the comparative infographic images.
Maintain DDisplay the raster map using the same aspect ratio as the original image. This means that it will not be stretched
Aspect and as such may leave some empty space.
Ratio
Border Define a color to be used as an outline for each region on the map.
color
Interaction
Option Description
Visible Series Define whether the user can select which series to display when viewing the report.
Selection
Series Only available on Time Series charts, select from different display options for the series selection.
Selection Style
Link Field Select a field formatted to contain a URL in order to use it as a link on the chart.
Visible Unit Allow users to change the granularity of the dates to be displayed. Selecting a unit of finer granularity than your
Selection data will result in using the level of your data.
Date Slider Display a date slider on the chart to allow users to adjust the date range of the chart.
Slider Position Define where the date slider will be displayed on the chart.
Slider Initial Specify the percentage of the available date range the slider is set to when the chart loads.
Range
Bottom Display navigation buttons in a bar directly below the map.

Navigation
Hover Display navigation hovered over the top left of the map.
Navigation
Hover Select the color of the navigation hovered over the top left of the map.
Navigation
color
See Time series (see page 978) and Visible series selection (see page 981) for more information.
GIS bounda ries
Option Description
Latitude Define the latitude boundaries of the map. This allows you to reduce the area displayed on the map.
Longitude Define the longitude boundaries of the map. This allows you to reduce the area displayed on the map.
Day color
Select a day and define the color to be applied to the value row for that day.

Box and whisker

Option Description
Show Median Enable/disable the display of the median value for each label row.
Show Mean Enable/disable the display of the mean value for each label row.
Histogram
Option Description
Bin Count The number of bins, or intervals, is based on the number of unique values in the dataset.
Financial
Option Description
Up color Define the color to fill the candlestick when displaying an upwards trend value.
Down color Define the color to fill the candlestick when displaying a downwards trend value.
Line color Define the color to be used for the line or border.
color Define the color to be used for the volume columns.
Axis Position Display the vertical axis of the volume columns on the left or right of the chart.
Title
The title option allows you to change the title of the chart as well as the style – such as the font
settings.
Text
Option Description
Title Contents Define what should be shown in the Chart Title area.
Report Name: Display the report name as the title of the chart.
Animation Field: Display the value of the animation field for each frame as the chart title.
Metric: Display the name of the currently selected series as the chart title.
Custom: Display a custom defined chart title.
None: Hide the chart title.

Option Description
Custom Title Display a custom defined chart title.
Style Use the system default formatting for the chart title text.
Legend
The Legend is a box that identifies the patterns or colors that are assigned to the data series or
categories in a chart. This section of the menu lets you set the following options.
Position
Option Description
Legend Position Specify the location of the legend on the chart. Selecting None will hide the legend.
Font
From the Style option define the formatting for the chart text.
Style
Option Description
Background color Define the background color for the legend area of the chart.
Border Specify the border type for the legend area of the chart.
Conditional Limit the number of values displayed in the legend area of the chart.
Limit Specify a limit for the number of values displayed in the legend area of the chart.
Axis
A line bordering the chart plot area used as a frame of reference for measurement. The y axis is
usually the vertical axis and contains data. The x-axis is usually the horizontal axis and contains
categories.

Title
Option Description
Display Name Define the title text to be displayed on this axis.
Style Define the formatting for axis title text.
Style
The Axis style drop down lets you determine the formats to be applied to axis.
Option Description
Visible Display the axis on the chart.
Show Arrow Display an arrow on the end of the axis bar.
color Define the color of the axis bar.
Thickness Define the thickness of the axis bar.
Margin Define the spacing between the edges of the axis and the first and last categories.
Abbreviate Label Label text will be abbreviated to display partial values.
Rotate Axis Label Specify which angle the axis labels are displayed in relation to the axis bar. This allows you to rotate long
labels to display more text.
Category Spacing Define the size of the spacing between each category grouping on the axis.
Series Spacing Define the size of the spacing between each series within a category grouping on the axis.
Prefix Define a prefix to be applied to the values displayed on the axis. This is a character to display before the
value, such as $.
Suffix Define a suffix to be applied to the values displayed on the axis. This is a character to display after the value,
such as %.
Decimal Places Define the number of decimal places to display on the axis label text.
Desired Trend Display an arrow in the corner of the chart to demonstrate the desired trend.
Axis Location Specify which side of the chart the axis is displayed on.
Label Font Define the font formatting for axis label text.
Secondary Prefix Define a prefix to be applied to the values displayed on the axis. This is a character to display before the
value, such as $.
Secondary Suffix

Option Description
Define a suffix to be applied to the values displayed on the axis. This is a character to display after the value,
such as %.
Secondary Dec. Define the number of decimal places to display on the axis label text.
Places
Scale
The Axis scale drop down lets you determine the scale dimensions. Generally you will only be able
to set the Y Axis attributes – unless you are using XY charts in which case you can set both X & Y
attributes.
Option Description
Scale Define the boundaries of the axis.
Lower Bound Define a custom starting point for the axis.
Upper Bound Define a custom cut-off point for the axis.
Scale Unit Define the scale unit for the axis. Labels will be displayed at these increments, or multiples of the unit.
Ref Line Define the position (value), color, and label for this reference line.
Background
The Background options let you set the style and color of the main chart elements such as the plot
and chart areas. You can apply elements such as background images and or gridlines.
Gridlines
Gridline options are available for all category charts, bubble and scatter charts.
Option Description
Show Gridlines Select which axis gridlines to display.
X Gridline color Specify the color to display x axis gridlines in.

Option Description
Y Gridline color Specify the color to display y axis gridlines in.
Grid bands
Option Description
Band color Define the color to be used for grid band shading on the chart.
Band Select the opacity percentage of the grid band shading on the chart. The lower the percentage, the more
Opacity transparent it is.
Plot
The plot area is the area bounded by the axes, including all data series. The drop down options let
you set the background colors applied to the plot area.
Option Description
Style Specify the background shading style for the plot.
Direction Specify the gradient shading style for the plot background color.
color Specify the color(s) to be used in the plot background.
Image Select an image to use for the plot background.
Image Opacity Select the opacity percentage of the plot background image. The lower the percentage, the more transparent it
is.
Plot border
The plot area is the area bounded by the axes, including all data series. The drop down options let
you set the background colors applied to the plot area.
Option Description
Style Define the border style for the plot.
color Define the color of the border for the plot.
Width Define the width of the border for the plot.
Chart area
The entire chart and all its elements are described as the chart area. The drop down options let
you set the background colors applied to the chart area.
Option Description
Style Specify the background shading style for the chart.
Direction Specify the gradient shading style for the chart background color.
color Specify the color(s) to be used in the chart background.
Image Select an image to use for the chart background.
Image Opacity

Option Description
Select the opacity percentage of the chart background image. The lower the percentage, the more transparent it
is.
Chart border
The entire chart and all its elements are described as the chart area. The drop down options let
you set the background colors applied to the chart area.
Option Description
Style Define the border style for the chart.
color Define the color of the border for the chart.
Width Define the width of the border for the chart.
Labels
Labels can be added to charts to print out the values of the data point onto the chart in text format.
Generally the formatting of label options are only available for pie charts.
Display
Option Description
Labels Display the labels for each value on the chart.
Label Contents Specify the contents of the label, if applicable.
Category: this is the dimension value.

Value: this is the metric value.
Percentage: this is the % of total for the metric value.
Style Define the formatting for chart labels.
Label Font Define the custom font formatting for the label contents.
Hide Label Lines Display or hide the lines connecting the chart to each label.

Background
Option Description
Style Specify the background shading style for the label.
Direction Specify the gradient shading style for the label background color.
color Specify the color(s) to be used in the label background.
Shadow color Select the color to be used as the shadow effect on the chart labels.
Border Define the border style for the label.
Border color Define the color of the border for the labels of the chart.
Border Width Define the width of the border for the labels of the chart.
Series
Series
Option Description
Style Specify the shading style for the series.
Direction Select the direction of the gradient shading to be applied to the series.
color Define the color(s) to be applied to the series.
Combination Sub Specify which sub chart this series belongs to. This will define the type of chart, and which vertical axis it
Chart will use.
Shapes Define whether line shapes are on, off, or system default.
Thickness Define the width of the line in pixels.
Border
Option Description
color Define a color for the outline of the series.
Width Define the width of the outline of the series.
Color
Option Description
Style Define the color set and bounds to be applied to the series.

Animation
Option Description
Speed Define how long each frame is displayed for.
Conditional
Option Description
Display Enable/Disable the display of conditional formatting alerts on the chart.
Style Select how to display the alerts on the chart from three styles:
Area: display the conditional formatting alert as a range on the chart. This will create a block of color for the
whole range of the alert.
Bar: display the conditional formatting alert by highlighting bars that fall into the alert range.
Line: display the conditional formatting alert as a line on the chart. This will create a line positioned at the lowest
value in the alert range.
Position Define whether the alert should be displayed in the foreground (in front) of the chart, or in the background (behind) the
chart.
GIS settings
Layer settings
Option Description
Selectable Allow the user to enable and disable the layer when viewing the map.
Default The layer will be enabled when the map is initially loaded.
color Define the color to be applied to the layer.
Foreground The layer will be displayed in front of the map.
Zoom Levels Define the number of zooms it takes for the layer to show and then hide on the map display.
Labels Display the labels for each value in the layer.
Point Size Define the diameter (pixels) of each point.
Bubble Fill Type Define the shading effect to be applied to the bubbles.

Combination charts
Combination charts
Option Description
Chart Type Define the type of display this chart will use.
Secondary Y Axis Define which vertical axis this chart will use.
Chart size and position

Most of the formatting options available to you are accessed through the report and chart format
menu. However, once your report has been generated you can use some drag and drop formatting
options to change the layout of your report.
The drag and drop formatting are only available whilst a report is in DRAFT mode. If the report is
ACTIVE you will not see these options.
Resize Charts
Charts can be resized whilst your report is in draft mode. This allows you to determine the exact fit
of the chart on your report.
1. When in DRAFT a chart will have a resize icon in the bottom right hand corner. Click the
icon and hold.
2. Drag your chart into the size that you require. A transparent version of the chart will show
you a representation of the chart size.
3. Let go of the cursor to set the chart size

Chart Placement
If you have selected table and chart display then you will be able to reposition your chart relative to
the table on the report.
1. Click on a non-active area of the chart. (eg white space) Hold down the cursor.
2. Drag your cursor around the table to a point where you wish to place your chart. You will
see a small chart icon indicates the position of the chart.
3. Let go of the cursor and report will be refreshed with the chart in its new position.

Time series
Time Series charts a series of data points, presented against an x axis that displays time in uniform
intervals. Opposed to categorical charts, time series effectively shows gaps in the data through the
use of these uniform time intervals.
Enabling this option when using a date or time stamp as a Label in a chart also provides additional
functionality:
1. Yearly Comparison
2. Units
3. Visible Unit Selection
4. Date Slider

These functions are discussed below.
Yearly Comparison
If you have a line chart which is time series spanning more than one year range, you can use this
option to split the single line into 12 month groups for easy comparison. When using this option the
units are set to month and cannot be changed.
1. Enable Yearly Comparison through the chart Settings menu
2. Your line chart will now appear with a separate line for each available year
Units
Allows you to select the time granularity of the chart independent of the table.
1.
1. Select the desired Units (granularity) in the chart Settings menu
Visible Unit Selection

Allows the user select the time granularity of the chart independent of the table.
1. Enable the Visible Unit Selection option through the chart Settings menu
2. Your chart will now have a list of available units for the user to select from
Date slider
Allows the user to zoom in and out of time banded data

1. Enable the Date Slider option through the chart Settings menu
2. Your chart will now have a slider the user can manipulate to view subsets of the data
Visible series selection

This option will allow you to toggle between the series that you have selected for your chart (if Bar,
Line style etc) or those that are available in your data set when only a single series can be selected
for that chart type (Pie, Map).
Note
This option is not available for charts used in section reports.
Settings
In order to set up Series Selection on a chart, you will need to have multiple metrics you can select
from in the Chart Builder. From here it’s just a matter of selecting the Visible Series Selection
option in the Settings menu.

Note
If you are using a time series chart you will also have the option to select the display type,
demonstrated here with the Left Panel option.
The result is the option for the user to select which series they are viewing on the chart itself, as
shown:
Series selection types

Single series display
If you are using a chart type that only has the capacity to display one metric at a time, such as a
pie, you will have a drop down list appear at the bottom of your chart, as shown here.
Multiple series display
If you have selected a chart type that is compatible with multiple metric display, such as a bar or
line, the result will be check boxes, as below.

Time series display
If you are using a time series label, you will be able to choose from a standard series selection
display (as above), or a panel display, shown below.
Chart generation animation

BMC Remedy Smart Reporting has the functionality to animate, or draw charts as they are
generated. This is not to be confused with the animation component (see page 961) which allows
you to animate charts based on time periods.
There are several configuration options available around this type of animation, which allow you to
enable or disable it.

System wide settings

In order to configure Chart Generation Animation for the entire system, you will need to have
Administrator access to Administration > Admin Console > Content Settings > Charts > Animated
Loading.
User based settings

In order to configure Chart Generation Animation on a per user basis (different from the system
settings) you will need to access your Settings in Timeline.
See Customizing your BMC Remedy Smart Reporting user profile (see page 1148) for more
information.
Drill capability on charts

Using either the drill down hierarchies or related reports option you can setup drill on charts. This
allows users to click on a specific chart section and drill down or through to a related report for
more detail. Using this option you can setup charts that drill into more detailed charts or tables,
providing users with a greater level of data analysis.
Supported Charts
Below is a table of drill functionality by chart type.
Note: All charts can use Link To drilling.
Chart Drill Down Drill Through
Analytical
Scatter *
Histogram
Box & Whisker
Trellis
Heat Grid
Area
Area
Stacked Area
Bar
Horizontal Bar
3D Horizontal Bar
Stacked Horizontal Bar
Horizontal Cylinder

Proportional Bar
Column
Vertical Bar
3D Vertical Bar
Stacked Vertical Bar
Cylinder
3D Stacked Vertical Bar
Layered Bar
Combination
Combined Category
Overlay
Financial
Financial Line
High Low
Candlestick
Line
Line
3D Line
Stepped Line
Map
Raster Map
Google Map
GIS Map
GIS Bubble
GIS Heat
Meter
Meter
Thermometer
Dial
Numeric Display

Pie
Pie
3D Pie
Multi Pie
Ring
Special Purpose
Funnel
Proportional Infographic
Comparative Infographic
Radar
Waterfall
Event
Week Density
* This is only available on the Size component of a Scatter. If no size is defined then Drill Through
will not be available.
Setting up Drill Down & Drill Through

Chart drill functionality inherits the drill parameters of the report. Use the standard drill functions to
setup the drill parameters for a report.
See Drill down reports (see page 930) and Drill through reports (see page 994) for more
information.
Note: Ensure that the report drill through parameters and fields are the same that are used in your
chart.
Chart brushing
Brushing allows users to restrict results in their chart by choosing to Include or Exclude certain
areas. This is a far more interactive method of filtering, as the user defines what they want to see
or remove by highlighting the particular area on their chart.
Include
Once the chart has been created, you are able to restrict results to the ones you select by:
1. Click and drag to highlight an area on the chart.

2. Select the Keep option.

2.
3. You will now notice that the chart has been restricted to only the values you selected in the
highlighted range.
Exclude
Once the chart has been created, you are able to remove results that you select from the chart by:

2. Select the Exclude option.
3. You will now notice that the chart has removed the values you selected in the highlighted
range.

Reset
Once the chart has been brushed, you are able to reset results by:

2. Select the Reset option.
3. You will now notice that the chart has been returned to its original state.
Incompatible charts
Brushing is not available on all chart types. The following are incompatible:
Histogram
Z Chart
Maps

Meters
Waterfall
Event
Week Density
Note
Chart brushing is not available in the following scenarios:
If you enable the Drill Anywhere or Drill Through option.

If you add multiple charts to one report.
Map interaction
BMC Remedy Smart Reporting mapping suite has several interactive features to allow the user to
view different sets and levels of data.
Zoom and navigation

Hover Navigation
The hover navigation, enabled in the Settings menu, allows the user to zoom in & out and navigate
around the map.
Bottom Navigation
The bottom navigation, enabled in the Settings menu, allows the user to zoom in & out, click on an
area of the chart to re-centre, and reset to the original zoom level.
Mouse Scroll Zoom

All maps now have zooming enabled with the scroll of a mouse, just hover over the map and scroll
up or down to zoom in or out.

Layer Selection
If the map you're viewing has additional layers that are enabled as Selectable, then you will have a
layer selection panel on the right hand side of the map.
Clicking on the arrow will expand the panel and allow you to select layers to display or hide.
Tooltips
Active Tooltips
Active tooltips on maps allow the user to hover over an area, highlighting it and displaying its value.

Google Tooltips
Google map tooltips allow for a label, description, and link if desired. The user just clicks on a pin
to display the bubble and contained information.
Multi-charts
The Charts step of the Report Builder has multi-chart functionality which provides the user with the
option to create multiple charts based on the one report result set. These charts can then be
displayed together through the use of the Multi-chart canvas (see page 1006) set up through the
Output (see page 1004)step.
The benefit of Multi-Charts is the reduction of queries run on the database. Traditionally each
report could only have a single chart based on it. This meant that if you wanted to examine the
results of a report through different visualisations you would have multiple reports. Through the use
of multi-charts several visualisations can be presented with a single database query. Multi-Charts
also mean that a dashboard-style display can be created at the report level if desired.
Multi-Chart creation
The creation and formatting of multi-charts is the same as a single chart. The only difference here
is that you will make use of the chart list at the bottom of the builder.
Add chart
Once you have set up your first chart, using the same process as a single chart report, click the +
Add Chart button to the right of the Chart Thumbnail list at the bottom of the Charts page.
You will now be presented with an empty Charts step and can begin building your second chart.

Select or edit chart

Once you have more than one chart in the Charts step, you may find that you need to navigate
between them in order to apply editing and formatting changes. To select a different chart to work
on, click on its thumbnail in the Chart Thumbnail list in the bottom of the Charts step.
Delete chart
If you find that one of the charts you have created is incorrect or no longer required you can delete
it by hovering the mouse over its thumbnail in the Chart Thumbnail list at the bottom of the Charts
step. You will now be see the delete button, simply click it to remove the chart.
Once clicked, you will be prompted to confirm you wish to delete the chart.
Multi-chart use
Multi-Charts are displayed together through the use of the Multi-chart canvas (see page 1006). This
is set up on the Output (see page 1004)step of the report builder.
See Multi-chart canvas (see page 1006) for more information.
Multi-chart limitations
Available functionality
The following interactive features are available:
Series Selection
Unit Selection
Map Zoom
Unavailable functionality
The following interactive features are unavailable:
Time Slider
Brushing
Report builder - Related reports step

BMC Remedy Smart Reporting has the capability to set up relationships between multiple fields,
and multiple reports, in order to provide layers of interaction and analysis that the user can
manipulate.

No Drill This option allows you to create reports based on objects of hierarchical objects.
Drill This option allows you to enable a hierarchy built in the view. You will be able to move up and down the
Down implemented hierarchies within the one report.
See Drill down reports (see page 930) for more information.
Drill Like Drill Down, Drill Anywhere allows the user to move through levels of detail within a single report. The difference
Anywhere here is that the hierarchy, or path, is built by the user during the drill process, rather than the administrator during the
view building stage.
See Drill Anywhere reports (see page 935) for more information.
Drill This option allows you to create links between summary and detail reports, passing values from the parent report to
Through the filters of the child report.
See Drill Through Reports (see page 994) for more information.
Co- This option allows you to display supporting reports on a main report, passing filter values from the master through
Display to the child.
See Co-display reports (see page 1000) for more information.
Charts See Drill capability on charts (see page 985) for more information on how to use drills on charts.
Drill through reports

Drill Through is the ability to click on a hyperlink and move from one report to another - typically to
show more detail. Values related to the row you've clicked on will be passed in as parameters into
the linked report to filter the data.
Drill Through links work on both table data and chart data.
See Drill capability on charts (see page 985) for more information.
Example
When a report has Drill Through enabled it will display fields with a hyperlink on them.
When the hyperlink is clicked a new report will open – generally with a greater level of detail. The
‘Return to Report’ link provides a way for the user to return to the parent report.

Tips on creating Drill Through reports

When creating related reports it is worth planning the reporting outcome that you are attempting to
achieve.
1. Plan Top Down – determine which report will be your starting point. For example if you wish
to deliver a report of sales by region you may want to drill into sales by sales person for a
selected region.
2. Build Bottom Up – once you have determined all the reports that are needed for either drill
through or co-display build the required reports from the bottom up. The last report you will
write will be the report that you wish to be the entry point.
Note: If you wish to have a drill through report, the child must have at least one user prompt filter,
and the same data must exist on the parent report. For example - the filter is based on Last Name,
so you must have the Last Name field on your report.
Creating a Drill Through report
1. To create a Drill Through report tick the drill through radio button on the Report Options
Analysis menu.

2. Progress to the Related Reports step of the Report Builder using the navigation buttons at
the top of the page. You will now need to search for the child report you wish to add, using
the left hand report list panel.
3. Drag your child report into the appropriate Related Reports area, in this case, the Drill
Through box.
4. You will now need to complete the relationship setup in the right hand panel. Select the type
of Drill Through report you wish to use, in this case, Drill Through.
5. In the Joins section you will have to link fields from the parent report to the child report. For
the drill through to function, relevant fields must exist in the parent report that match the data
required by the Child report filters.
A master field contains the value to be passed through to the Child report filter. In a drill
through report, it is expected that there must be at least one field from the parent report that
provides a filter for the child report.
If corresponding parent fields do not exist you will have to leave this page, return to the
Report Data page and insert a new field onto the report to allow a link to occur.
The fields that are displayed are those that are required by the child report as USER
PROMPT FILTERS. Instead of a user filling out the prompt, BMC Remedy Smart Reporting
will automatically pass these variables through when linking to the new report.
6. The Options area defines which field on your report will be the hyperlink that links the
reports together. Only one field can have a hyperlink for each drill through report, so choose
the field that is going to be most intuitive to the user of the report. The linked field may or
may not be critical in terms of passing data from one report to another.
7. Choose if you want the new report to open in a lightbox as a popup or to stay inline and
open the new report.
8. Click the Update button to save your report relationship settings.
Drill Through with popup reports

The default settings for a drill through report is to display them in-line. What this means is that a
new window is not opened as you drill through your reports but rather the report is replaced with a
new report.
If you do select to drill through to a popup a lightbox will open over the parent report. This is useful
if you do not want your report users to leave the page that they are on when they initiate the drill to
more detail. There are constraints on this, however:
1. No additional drill down or drill through is possible on the pop-up report.

2. No co-display reports are displayed. For example if you are drilling to a report with multiple
related reports only the ‘master’ report will be displayed.
So the reports that you wish to drill to will not have a high level of user interactivity.
Drill Through on cross tab report

If you wish to enable Drill Through on a cross tab report you will have to ensure that both the
column and row attributes are included in the drill through linked attributes.
For example if you have a cross tab that includes:
Sum Revenue 2001 2002
Australia 71,956 80,731
Austria 0 84,700
Then any drill through must include both the Country and the Year. This is because if you try and
drill through on only one value eg. Country you will be selecting multiple records (2001 and 2002)
which is confusing to the user.
Therefore, the drill to child needs to have both the Year and the Country included in the filter
options. Now when the user clicks on a value that they wish to know more about BMC Remedy
Smart Reporting is able to pass through the correct parameters – both Year and Country to a child
report.
Conditional drill through
1. To create a Drill Through report tick the drill through radio button on the Report Options
Analysis menu.
2.
Through box.
4. You will now need to complete the relationship setup in the right hand panel. Select the type
of Drill Through report you wish to use, in this case, Conditional Drill Through.
5. In the Joins section you will have to link fields from the parent report to the child. For the drill
through function, relevant fields must exist in the parent report that match the filters required
by the child.
A master field is a field that will pass through the required data to the child filter. In a drill
through report it is expected that there must be at least one field from the parent report that
provides a filter for the child.
If Corresponding Parent Fields do not exist you will have to leave this page, return to the
Report Data page and insert a new field onto the report to allow a link to occur.
The fields that are displayed are those that are required by the child report as USER
PROMPT FILTERS. Instead of a user filling out the prompt BMC Remedy Smart Reporting
will automatically pass these variables through when linking to the new report.
In the Options area, define which field on your report will be the hyperlink that links the
reports together. Only one field can have a hyperlink per drill through, so choose the field
that is going to be most intuitive for the user of the report. The linked field may or may not be
critical in terms of passing data from one report to another.
6. Choose if you want the new report to open in a lightbox or to stay inline and open the new
report.
7. Set up your condition by selecting a report field and providing an ‘equal to’ value. For
example, WHERE Country IS EQUAL TO Australia, will allow you to drill through for fields
that have a Country value of ‘Australia.
Link to report
Link To reports allow you to link a chart to a much more detailed report, without the need for
shared fields/filters. Note: the parent report MUST have a chart
1.
1. To create a link to report you will need a chart. Tick the Drill Through radio button on the
Report Options Analysis menu.
the top of the page
3. You will now need to search for the child report you wish to add, using the left hand report
list panel.
Through box.
5. You will now need to complete the relationship setup in the right hand panel. Selection the
type of Drill Through you wish to use – Link To.
6. You now have the option to set the linked report as lightbox, or a new page. You don’t have
to set up any related or hyperlinked fields as the entire chart will link to this report, and there
is no data/filter share between the two.
Conditional direct link

Conditional Direct Link reports allow you to link a report or chart to a much more detailed report,
without the need for shared fields/filters, based on an applied condition.
1. Tick the Drill Through radio button on the Report Options Analysis menu.

Through box.
4. In the Options area, define which field on your report will be the hyperlink that links the
reports together. Only one field can have the hyperlink, so choose the field that is going to
be most intuitive for the user of the report.
5. You now have to select which field to link with and set a condition for the drill through. When
this condition matches the value of a field, the hyperlink will be active.
Co-display reports
The Co-Display option allows you to link multiple reports together from a single master report. This
can include:
Co-display: Where one or more reports are displayed on the same report.
Tabbed reports: Where multiple reports are added to a master report using tabs
The benefit of these options is that you can show multiple reports within a single master report that
have unrelated data sets but are of common interest to the user.

Creating a Co-Display
1. To create a Co-Display report, tick the Co-Display check box on the Report Options Analysis
menu.
2. Progress to the Related Reports step of the Report Builder using the navigation at the top of
the page. You will now need to search for the child report you wish to add, using the left
hand report list panel.
3. Drag your report into the appropriate Related Reports area. As you are using a Co-Display
option, you will need to select the location and display type of the child report from: Tabbed
Co-Display, Co-Display Top, Co-Display Right, Co-Display Bottom.
Tabbed Example
When setting up your Co-Display you have the choice to use a 'Tabbed' option. This will mean the
child report will be displayed on a seperate tab to that of the main report, for example:

Shared filters
With BMC Remedy Smart Reporting you can include a user prompt filter on your report and share
that filter with your Co-Display reports.
1. To do this, create your child report with the user prompt filter that you wish to use.
2. Next create your master report, set up your Co-Display as detailed above.
3. BMC Remedy Smart Reporting will recognize that a user prompt is required by the child
report and prompt you for linked field data. You will be able to either link the co-display
report to a field within the master report or to share a filter within the master report.
4. Link the master and child fields to allow BMC Remedy Smart Reporting to associate the
correct parameters with both the master and the child.

Editing a child report

When editing your reports you may attempt to edit a report that is used as a child report for another
report. If you delete a field from your report that is required by your parent report the parent report
will fail. Your users, if they do not have edit access to reports, will not be able to fix the error.
Therefore, be very careful when editing or deleting your reports so that you do not impact on
related reports.

Format options
You can format your co-display reports from the main report menu. Once you have included related
reports you will see a related report section on the menu. Click on this and then choose the related
report you wish to apply formatting to.
Option Description
Show Title Uncheck this option if you wish to remove the report title from the co-display report
Show Uncheck this option if you wish to remove the report description from the co-display report
Description
Fit to Check this item if you want the co-display report to be stretched to fit the parent report. Note this option will only
Parent work for reports where the child is narrower than the parent report.
Border Set the width of the border by typing in a numeric value for the pixels you want.
Width
Report Builder - Output step

The Output step of the Report Builder has two different functions, based on the status of the report:
1. Draft: when a report is in draft mode, the Output step provides formatting functionality to
allow the report writer to change the display of the table, and define the multi-chart canvas if
required.
2. Active: when a report is active, the Output step of the builder provides report action
functionality, along with the option for appropriate users, based on role permissions, to place
the report back into draft mode and edit various components. Report actions include
exporting, sharing, and broadcasting the report.
Draft output step
Icon Menu Item Description
Report This link allows you to access the Report (see page 1083) menu items, including Save, Save As, Undo
Changes, and Delete.
Data This link takes you to the Data step of the builder.
Charts This link takes you to the Charts step of the builder.
See Report Builder - Charts step (see page 937) for more information.
Related This link takes you to the Related Reports step of the builder.
Reports
See Report builder - Related reports step (see page 993) for more information.
Output This link takes you to the Output step of the builder.
See Report Builder - Output step (see page 1004) for more information.

Export You can export your reports in a number of formats, including; CSV, DOC, PDF, RTF, Text, XLS, and
Print.
See Exporting report content (see page 1013) for more information.
Hide Table This allows you to hide the tabular display in the report, showing only chart(s).
Note: the report must contain a report for this option to be available.
Show Table This allows you to display a hidden table in the report output, showing chart(s) and table.
Report This menu allows you to apply formatting changes that affect the report as a whole.
Formatting
See Report formatting (see page 1045) for more information.
Column This menu allows you to apply formatting changes that affect a single field, rather than the whole report.
Formatting
See Column formatting (see page 1048) for more information.
Conditional This menu allows you to apply alerts to a field based on defined conditions.
Formatting
See Conditional formatting (see page 1055) for more information.
Section This menu allows you to apply formatting changes that affect to the way sections are displayed.
Formatting
See Section formatting (see page 1058) for more information.
Related This menu allows you to apply formatting changes that affect the way Co-Display Reportsare displayed.
Reports
See Related reports formatting (see page 1060) for more information.
Formatting
Filter This menu allows you to apply formatting changes that affect the way filters are displayed.
Formatting
See Filter formatting (see page 1061) for more information.
Annotation This menu allows you to view and create annotations.
See Report annotation (see page 1103) for more information.
KPI This menu allows you to change the output to a KPI report display for use on a KPI Dashboard Tab.
See KPI reports (see page 1075) for more information.
Summary This menu allows you to create a summary of the report's key metrics and category breakdowns.
See Report summary (see page 1069) for more information.
Details This menu allows you to view a useful collection of Report, Column, and SQL information.
See Report details (see page 1041) for more information.
Close Builder This button closes the builder and returns you to your previous location.
Report List This panel allows you to view a list of reports to open, rather than having to navigate to the Accessing
Panel BMC Remedy Smart Reporting content using Browse options (see page 812).
Multi-Chart This panel is available when multiple charts (see page 992) have been created on the Charts (see page
Canvas 937) step of the builder. It allows you to configure your Multi-Chart Canvas.
See Multi-chart canvas (see page 1006) for more information.

Active output step
Report This link allows you to access the Reportmenu items, including New, Copy, and Delete.
Edit This link allows you to access the Edit menu items, including Data, Charts, Related Reports, Output, and
Name & Description.
Export You can export your reports in a number of formats, including; CSV, DOC, PDF, RTF, Text, XLS, and Print.
See Exporting report content (see page 1013) for more information.
Share This menu allows you to share this report with others through the use of Distribution, Email, and
Embedding.
See Sharing (see page 1015) for more information.
Broadcast This menu allows you to schedule this report to be sent to users via Broadcast, FTP, and Subscriptions.
See Broadcasting (see page 1019) for more information.
Favourite This button allows you to add a report to your Favorites list for quick access.
Bookmark This menu allows you to create Bookmarks, Snapshots, and new versions of a report.
See Bookmarks and snapshots (see page 1027) for more information.
Details This menu allows you to view a useful collection of Report, Column, and SQL information.
See Report details (see page 1041) for more information.
Close This button closes the builder and returns you to your previous location.
Builder
Report This panel allows you to view a list of reports to open, rather than having to navigate to the Accessing BMC
List Panel Remedy Smart Reporting content using Browse options (see page 812).
Comments This panel allows you to view, create, and manage comments made on the report.
Panel
See Comments (see page 1101) for more information.
Multi-chart canvas
This canvas is where Multi-charts (see page 992) are displayed together, along with a range of
available widgets to enhance the chart content. A Multi-Chart canvas can be used for display on:
1. Reports
2. Dashboards
3. Storyboards

To add a Multi-Chart Canvas to a dashboard or storyboard, use the same steps you would with
any normal single chart report.
Canvas components
The Multi-Chart Canvas can contain various widgets as well as charts created in the Charts step of
the builder.
Charts
Any chart created during the Charts step of the report builder can be added to a Multi-Chart
canvas.
To add a chart to the canvas:
1. On the Output step, click the Multi-Charts Objects panel on the left.
2. Select the chart from the list, and then drag it onto the canvas.
Image
Images can be added to the canvas to add context to the data shown.
To add an image to the canvas:
2. Select the Image widget from the list, and then drag it onto the canvas.
3. Click the Select Image icon on the widget to choose an image file.
4. Choose an image file, or upload a new image.

The selected image is displayed in the widget.
Text
Text can be added to the canvas to add context, heading, or notes related to the data shown in
charts.
To add text to the canvas:
2.
2. Select the Text widget and drag it onto the canvas.

3. Click the Edit Text icon on the widget to choose an image file.
4. Type the text you wish to use in the widget and apply formatting as required.
5. Click the Edit Text icon again to save the changes.
6. You will now have the text displayed in the widget.
Rectangle
Rectangles can be added to the canvas for use around or behind other widgets. To add a
rectangle to the canvas:
2. Select the Rectangle widget and then drag it onto the canvas.
3. Click the Border icon on the widget to define a color for the outline of the rectangle.
4. Click the Fill icon on the widget to define a color for the middle of the rectangle.

4.
5. Adjust the size and position of the rectangle as needed.
Icon
Icons can be used to add context and draw attention to data displayed in charts. To add an icon to
the canvas:
2. Select the Icon widget and then drag it onto the canvas.
3. Click the Select Icon option on the widget to define the icon used.
4. Click the Select Icon Color option to define the color of the icon used.

4.
5. Adjust the size and position of the rectangle as needed.

For more information, see Component Actions (see page 1010) for more information.
The selected icon is displayed in the widget.
Note
Icons will not appear in exports or emailed versions of the multi-chart canvas.
Component actions
Resize
In order to resize a chart or widget added to the Multi-Chart Canvas, simply drag the bottom-right
corner of the component to the desired size.
Reposition

In order to reposition a chart or widget added to the Multi-Chart Canvas, simply click and drag the
component to the required area of the canvas.
Send to back
The order of items displayed on the canvas can be changed by sending some items to the back
and others to the front. Click the Send to Back icon on an item you wish to be displayed
underneath another.
Bring to front
The order of items displayed on the canvas can be changed by sending some items to the back
and others to the front. Click the Bring to Front icon on an item you wish to be displayed on top of
another.
Delete
Once added to the canvas, charts and widgets can be deleted if they are no longer required. Click
on the Delete icon to remove an item from the canvas.

Canvas actions
Shrink to fit
Once all the required content has been added to, and positioned on the canvas you have the
option to shrink the canvas size to fit the components. This removes any empty space around the
edges of the canvas.
Activate
Once all the required content has been added to the canvas and any sizing and position
adjustments have been made, the canvas should be activated.
Edit
In order to edit an active canvas, the edit button will need to be clicked.
Resize guides
When the canvas is being resized by the user guides are displayed to show the standard
dashboard and storyboard boundaries. This gives the user an idea of the sizing in relation to where
the canvas will be finally displayed.

Exporting report content

Report content can be exported to a number of file formats for use outside the system. These
formats include DOC, PDF, RTF, XLS, and Print.
To export a report from the Output step:
1. Click on the Export button on the main navigation bar
2. Select the format you wish to report to

From here, you may need to provide additional options based on the selected format. XLS,
PDF, and Print formats have additional options, for all others simply follow browser
instructions to download the file.
Note
If you choose to export report which contains a chart, it will not be exported to XLS
format.

XLS
Once you have chosen the XLS format, you will be presented with export settings on the right
panel of the menu.
Select your preferred settings and click the Export button.
PDF
Once you have chosen the PDF format, you will be presented with export settings on the right
panel of the menu.
Select your preferred settings and click the Export button.
Print
Once you have chosen the Print format, you will see a preview window displayed. This window
allows you to view the output and click the Print link to proceed.

You may be prompted to select your printer settings. These settings are determined by
your printer and local software / hardware components. Choose the settings that are
appropriate for you, and click the print button.
Sharing
Users can share reports with others on an ad hoc basis.
Share types
There are three types of report sharing available:
Distribution (see page Allows the user to send a report to a user's system Viewing report and comment notifications (see
1016) page 1150).
Email (see page 1017) Allows the user to send a report to another user via a one-off email.
Embedding (see page Allows the user to embed a report into an HTML, Wiki, or Blog page.
1018)
Ad Hoc email settings

You can set the email permissions to restrict the way a report may be emailed to external parties
during the report save process.

Distribute
Through BMC Remedy Smart Reporting you can distribute reports to other users inboxes. In this
way you can share reports with people that need access to the same data as you have.
1. To distribute a report click the Share button on the active report menu. This will open the
Share window from which you can select to either Distribute, Email, or Embed the report.
2. Click on the Distribute button.
3. You can now select the required Recipients. Click on the + Add Recipients link.
a. From here you are able to search through BMC Remedy Users and Groups.
b. Select the desired recipients. Once added, your recipients will be listed in the box.
Note
Reports will only be distributed to users that have the appropriate level of
access for the report.
4. Next you are given the option to provide a message to go with your distribution.
a. You may also choose to provide the users with the Report URL, which provides them
with a direct method of accessing the report.
5. Click the Ok button to confirm the distribution

Email
As a BMC Remedy user you may have permissions to send reports via email to other registered
users or external parties.
Note
You will only be able to email a report once it is active. Draft reports cannot be emailed.
Save your report prior to sending.
1. To distribute a report click the Share button on the active report menu. This will open the
2. Click on the Email button.

3. You can now select the required Recipients. Click on the + Add Recipients link.
a. From here you are able to search through BMC Remedy Users and Groups.
b. Select the desired recipients. Once added, your recipients will be listed in the box.
Note
Reports will only be distributed to users that have the appropriate level of
access for the report.
4. Select the format you wish the report to be sent as, from the list of; HTML, PDF, DOC, XLS,
RTF, and Link To Report.
5. Provide a file name (no file extension required, just the name, eg. SampleReport)
6.
6. Next you are given the option to provide a message for the email.
a. You may also choose to provide the users with the Report URL, which provides them
with a direct method of accessing the report.
7. Click the Ok button to send the email
Embed
As a BMC Remedy user you may have permissions to embed report content in external pages
such as a wiki or blog.
1. To embed a report click the Share button on the active report menu. This will open the
2. Click on the Email button.
3.
3. You can now select and copy the JavaScript provided, ready to be pasted into your external
page.
4. Click the Close button to return to the report output. You will now need to paste the script
into your external page and test it.
Broadcasting
A report can be set up to have more than one broadcast schedule. This allows you to have
different schedules and audiences for the same report. Once you have enabled Broadcasting you
will be able to schedule reports for regular delivery from the Broadcast menu.
Your report must be active to define a broadcast schedule.
Broadcast types
There are three delivery types available:
Email Broadcast (see page 1020) This allows for report results to be sent to users via email.
FTP Schedule (see page 1023) This allows report results to be pushed out using FTP.
Subscription (see page 1025) This is the same as Email Broadcast, but is only sent to the user who created the
subscription.
Enabling broadcasts
In order to use the Broadcasting functionality, you need to ensure the following:
1. An Administrator has enabled Broadcasting (see page 1785) on the Data Source Connection.
2. An Administrator has enabled the Broadcasting Role Permissions for User Roles that
require it.
3. The Report Writer has enabled Broadcasting on the Report.
a. Open a report in Edit mode, and navigate to the Report menu, can click on Save.
b. On the Save Panel, expand the Distribution Security section. Enable the following
options:
a. i. Subscribe
ii. Broadcast
This will display the broadcast icon on the Report screen.

4. Set the Refresh settings. The Refresh settings are displayed when you save a report.
a. Open a report in Edit mode, and navigate to the Report menu, can click on Save.
b. On the Save panel, expand the Refresh section. Enable the following options:

4.
b. BMC Software Confidential. BladeLogic Confidential.
None Data will be loaded fresh when the report is opened.
Manually Data in this report will be manually refreshed by the user when required.
Periodically Data in this report will be refreshed on a basis of schedule defined by user
c. For Scheduling select periodically option and specify refresh frequency and refresh
time.
Once you configure the schedule save and activate the report and from the admin
panel you will be able to view and delete all scheduled tasks without the need to open
each task individual
See Report and Edit Menus (see page 1083) for more information.
Email broadcast
1. Ensure your report is Active (not in Draft Mode)

2. Click on the Broadcast button in the main navigation menu
3. In the Broadcast menu, click the Add button
4. Select the Broadcast option
5.
5. The Broadcast window will open, providing you with the following options:
Recipients
A Broadcast email can only be sent if recipients have been defined. One or more recipients can be
selected for a Broadcast.
1. Click on the + Add Recipients link

2. From here you are able to search through BMC Remedy Users, Groups, and Reports.
User A person that is a registered user of BMC Remedy.
Group A group of users that have been setup within BMC Remedy. This option allows you to send a report to
multiple users at once.
Email You can insert an external email address so that the report can be sent to external users.
Address Note: this function depends on your license options.
Report A report can be created to list email addresses for broadcasting. The email addresses don’t have to belong to
BMC Remedy users. Other columns in this report can be linked to the main report as filters, resulting in a
uniquely filtered report sent to each email address.
Select the report you wish to use. Note: the column that contains the email addresses in this report must be
formatted as ‘Email’ to be displayed in the list. To do this:

a. Select the column in the Columns format menu.

b. Open the Display menu for the column
c. Set the Format option to be Email
3. Once added, your recipients will be listed in the box (see below)
Subject
Enter the text you wish to use for the Subject line in your email
Body
Enter the text you wish to use for the Body of your email
File type
Select the format you wish the report to be sent as, from the list of; HTML, PDF, CSV, DOC, XLS,
RTF, TXT, and List To Report
Filters
If your report contains filters you will have the option to select which of these are applied to the
Broadcast Report. The options include:
1. Current Filter Values

2. Default Filter Values
3. Saved Filter Set Values (there will be a list of available sets displayed)
Source filters
If your report uses Source Filters, the Broadcast Report will also be filtered by the Source Filter, as
well as whatever filters were defined above. If the report has been sent to an external email
address, rather than a defined BMC Remedy user, the recipient will inherit the Source Filter from
the user who defined the Broadcast.
In order for a user to Broadcast a Source Filter report to recipients not defined in the
source filter, they will require the following role permission to be enabled.
Delivery rule
A Delivery Rule is used for exception reporting. If you wish to send a report only if it meets certain
criteria (for example: Revenue is less than 100,000) then you will need to add a rule.
1. Change the Always Send drop down list to Only if Delivery Rule met
2. Click on the Click here to add rule link
3. You will now have the choice of building a rule based on:
a. If one or more rows match the rule (e.g. is there a transaction less than $1000) OR
b. If the totals for the report match the rule (e.g. are the total sales less than $100000)
4. Select the field you wish to apply the condition on, click Add, and apply your condition. Click
Update to save it. You can add multiple conditions here if required.
5. Click Save & Close to apply your condition(s)
6. Your rule will now be displayed on the Broadcast window.

Schedule
The last step is to define the schedule for your Broadcast
1. Select the frequency.

Depending on the option selected here, you may be required to provide further details. For
example, if Fortnightly is selected, you will be prompted to select either the first or second
week of the fortnight to send in, as well as the day of the week.
2. Apply Advanced Settings (if required)
Sometimes you may find you need to set the Time Zone, and local time for delivery. This
can be accomplished by selecting the Advanced check box and defining the time.
Save
Click on the Save button to complete the Broadcast set up.
You will now be able to view your broadcast through the main menu.
FTP schedule

4.
4. Select the FTP Schedule option
5. The FTP Schedule window will open, providing you with the following options:
File name and type
1. Select the format you wish the report to be sent as, from the list of; HTML, PDF, CSV, DOC,
XLS, RTF, and TXT.
2. Provide a file name (no file extension required, just the name, eg. SampleReport)
3. Tick the Attach Broadcast Date if you wish this to be included in the file name
FTP details
The following details are required to send a report via FTP:
Server Address This is the address in which the server you are uploading the report to sits
Server Directory This is the directory where you want the report to be sent to on the server.
User Name This is the username of the server you are trying to access.
Password This is the password of the server you are trying to access.
Filters
If your report contains filters you will have the option to select which of these are applied to the FTP
Report. The options include:
2.

Delivery rule
6. Your rule will now be displayed on the FTP Schedule window.
Schedule
The last step is to define the schedule for your Broadcast

Save
Click on the Save button to complete the Broadcast set up.
You will now be able to view your schedule through the main menu.
Subscription


4. Select the Subscription option

4.
5. The Subscription window will open, providing you with the following options:
Subject
Enter the text you wish to use for the Subject line in your email
Body
Enter the text you wish to use for the Body of your email
File type
Select the format you wish the report to be sent as, from the list of; HTML, PDF, CSV, DOC, XLS,
RTF, TXT, and List To Report
Filters
If your report contains filters you will have the option to select which of these are applied to the
Subscription Report. The options include:

Delivery rule
6. Your rule will now be displayed on the Subscription window
Schedule
The last step is to define the schedule for your Subscription
1.

Save
Click on the Save button to complete the Subscription set up.
You will now be able to view your subscription through the main menu.
Bookmarks and snapshots

Bookmarks and Snapshots provide a means to return to a report's current state at a later date.
Types
The three options available are:
Save as Allows you to essentially save a copy of your current report, with the drill paths and filter values you have currently
(see page applied as pre-defined (not user prompt) filters.
1028)
Bookmarks Allow you to save the drill paths and filter values you have currently applied to the report in order to reapply them to
(see page fresh data at a later date.
1030)
Snapshots Allow you to save the result set of your current report with the drill paths and filters you've currently applied. A
(see page snapshot becomes a static report, meaning that you can no longer interact with it, it has been designed to preserve
1035) a result set at a point in time to use for comparison later.
Enabling Bookmarks & Snapshots

In order to use the Bookmark and/or Snapshot functionality in BMC Remedy Smart Reporting, you
will need to ensure the required permission is enabled by completing the following:
1. Navigate to Administration > Admin Console > Role Management

2. Edit the Roles you wish to give Bookmark and Snapshot access to
3. Enable the General > Bookmarks and Snapshots permission

3.
Note
In order to access the newly enabled functionality, users will have to log out and
then log in.
Save as
This allows you to essentially save a copy of your current report, with the drill paths and filter
values you have currently applied as pre-defined (not user prompt) filters.
In order to save a new copy of your report, in its current filtered and drilled state:
1. Click on the Bookmarks menu in the Report Builder

2. Select the Save As option from the displayed drop down menu
3. Fill in the details required in the Save As lightbox

a. Name: provide a new name for your report

b. Description: change the description of your report if required.
Note: We recommend you describe the report so users understand what filters have
been applied.
c. Category & Sub Category: define the storage location of the report
d. Tags: apply tags for easy searching and additional categorization if required
e. Security: initially the report will be Public (open to anyone that has access to the
category and sub category its stored in), to secure the report simply select users or
groups that should have access.
4. Click Ok to save the report.
Note
BMC recommends enabling the filter legend display on your report so that users can fully
understand the results they are viewing.

Bookmarks
This allows you to save the drill paths and filter values you have currently applied to the report in
order to reapply them to fresh data at a later date.
Creating a Bookmark
In order to save a Bookmark of your report, in its current filtered and drilled state:

2. Select the Create Bookmark option from the displayed drop down menu
3. Fill in the details required in the Create Bookmark lightbox
a. Name: provide a name for your bookmark
b.
b. Description: provide a description of your bookmark

been applied.
c. Security: initially the bookmark will be Public (open to anyone that has access to the
category and sub category the report is stored in), to secure the bookmark simply
select users or groups that should have access.
4. Click Ok to save the bookmark
Viewing a Bookmark
In order to view a bookmark you will need to:
1. Locate and open the report it is based on

2. Click on the Bookmark button on the left navigation panel
3. Select the name of the Bookmark you wish to view
Using a Bookmark
Bookmarks can be used on the Dashboard and within Storyboards in BMC Remedy Smart
Reporting. In order to use them:
1. Locate and add the report the bookmark is based on to the tab or slide
2. A lightbox will display asking you to choose to add either the original report or a bookmark to
your content

3. Choose the Bookmark option and click Select

4. Select the bookmark you wish to use and click Ok

Deleting a Bookmark
In order to delete a bookmark you will need to:

2. Click on the Bookmark button on the left navigation panel
3. Click on the delete button next to the bookmark you wish to remove

4. You will now be prompted to confirm the deletion
Snapshots
This allows you to save the result set of your current report with the drill paths and filters you've
currently applied. A snapshot becomes a static report, meaning that you can no longer interact with
it, it has been designed to preserve a result set at a point in time to use for comparison later.
Creating a Snapshot
In order to save a Snapshot of your report, in its current filtered and drilled state:

2. Select the Create Snapshot option from the displayed drop down menu
3. Fill in the details required in the Create Snapshot lightbox

a. Name: provide a name for your snapshot

b. Description: provide a description of your snapshot
been applied.
c. Security: initially the bookmark will be Public (open to anyone that has access to the
category and sub category the report is stored in), to secure the snapshot simply
select users or groups that should have access.
4. Click Ok to save the snapshot
Viewing a Snapshot
In order to view a snapshot you will need to:

2. Click on the Snapshot button on the left navigation panel

3. Select the name of the Snapshot you wish to view
Note: when you are viewing a snapshot you will see the following message to remind you that the
report is static and contains historical data. Click on the link to return to the live report.
Using a Snapshot
Snapshots can be used within Storyboards in BMC Remedy Smart Reporting. In order to use them:
1. Locate and add the report the snapshot is based on to the slide
2. A lightbox will display asking you to choose to add either the original report or a snapshot to
your content

3. Choose the Snapshot option and click Select

4. Select the snapshot you wish to use and click Ok

Deleting a Snapshot
In order to delete a snapshot you will need to:

2. Click on the Snapshot button on the left navigation panel
3. Click on the delete button next to the snapshot you wish to remove

4. You will now be prompted to confirm the deletion
Report details
The Report Details button, found on an active report's menu bar, allows you to view a useful
collection of information on the report.
Report Details
When you click on the Report Details button you will be presented with a window consisting of
three tabs, the first of which is the Report Details tab. On this tab you will be presented with the
following:

Report Details
Name Name of the report, supplied by the report writer.
Description Description of the report, supplied by the report writer.
Category The category the report is currently stored in.
Sub Category The sub category the report is currently stored in.
Expert If the sub category requires approval, provides the assigned user or group.
Update Type Edit Existing Report
Report Template Display option of the report, Eg. Table, Table and Chart, etc.
Max Rows Max number of rows to be returned in the report. Set at the source connection and confirmed on the report
Returned data page. Eg. 10000
Source System The source connection the report is based on.
Created By Method of report builder used. Eg. Drag and Drop Builder
View Name The view the report is based on.
View Description Description of the view the report is based on. Provided by the view builder.
Report URL URL generated for the report.
Report Stats
Run Count Number of times the report has been run.

Report Details
Average Run Average length of time the report takes to run.

Time
Last Run The length of time the report took to run last.
Modified Last modified date and time.
Access Rights
Level of Access Access setting applied to the report sub category.
Column Definitions
The second tab in the Report Details window contains information on the fields used in the report.
Each field will have the following information listed:
Property Description
Field Name of the field, defined at the view level.
Group Name of the category the field is attached to in the view.
Type Type of field (Metric or Dimension)
Data Type Field type defined in the source database
Description Description of the field, defined at the view level.

SQL Statement
The third tab in the Report Details window contains the SQL generated by BMC Remedy Smart
Reporting for the report. This tab can be restricted through Role Permissions so that only advanced
users can view it if necessary. This tab also contains an Export SQLbutton, allowing you to export
the query to a .sql file.
Report builder - Formatting

Once the data and output styles have been defined through the report wizard you can define the
formatting options on the output page to create presentation quality reports.
The main format menu provides you with access to all the data related formatting options. The
formatting options are only visible if the report is in DRAFT mode – once ACTIVE the active menu
will be displayed with additional report management features.
Hide Table This allows you to hide the tabular display in the report, showing only chart(s).

Show Table This allows you to display a hidden table in the report output, showing chart(s) and table.
Report Formatting This menu allows you to apply formatting changes that affect the report as a whole.
See Report formatting (see page 1045) for more information.
Column Formatting This menu allows you to apply formatting changes that affect a single field, rather than the whole
report.
See Column formatting (see page 1048) for more information.
Conditional This menu allows you to apply alerts to a field based on defined conditions.
Formatting
See Conditional formatting (see page 1055) for more information.
Section Formatting This menu allows you to apply formatting changes that affect to the way sections are displayed.
See Section formatting (see page 1058) for more information.
Related Reports This menu allows you to apply formatting changes that affect the way Co-Display Reports (see
Formatting page 1000) are displayed.
See Related reports formatting (see page 1060) for more information.
Filter Formatting This menu allows you to apply formatting changes that affect the way filters are displayed.
KPI This menu allows you to change the output to a KPI report display for use on a KPI Dashboard
Tab.
See KPI reports (see page 1075) for more information.
Summary This menu allows you to create a summary of the report's key metrics and category breakdowns.
See Report summary (see page 1069) for more information.
Report formatting
The Report format tab contains a number of sections that you can use to format you report.
Each of these sections is described below.

Data
Option Description
Style To format the data values contained in your report select the custom style option and apply the font, size etc that you
wish to use.
Row Selecting Alternating row shading will change the shading for every second row of data in your table report.
Shading
Alternate Choose the color you wish to apply for the alternate row shading.
Row Co
lour
Row Use default or custom formatting to apply a row highlight when the user hovers the mouse over the report.
Highlight
Row Provides the row color as a mouse rolls over it making it easy to identify rows in very wide reports.
Highlight
Color
Header This keeps the Headers of the table (either Column Titles or Row Titles) in place when the report scrolls on the
Lock dashboard.
Column This keeps the first column of the table displayed when horizontal scrolling is used on the dashboard.
Lock
Cell Define the height of the table rows in pixels if desired. (Optional)
Height
Cell Define the space between the text in each cell and the cell border in pixels if desired. (Optional)
Padding
Define the space between each cell in pixels if desired. (Optional)

Option Description
Cell
Spacing
Records Define the number of rows displayed on each page of the report.
Per Page If you have a very long report you can break the report into smaller pages by setting the records per page limit. For
example if your report has 200 records in it and the Records Per Page is set to 50 you will have 4 pages in your
report and a scroll option to navigate through them.
This is also available for section reports but is treated differently – in this case you would edit the section and apply
the break on a specific section.
Column and row headings

Option Description
Style Define styling options for the table headers in this report. This covers the font face, font size, font color, font
style, and alignment.
Wrap Text Wrap long header text across multiple rows.
Background Define the header background color.

Colour
Header Height Define the height of the table headers in pixels.
Header Define the space between the text in each header cell and the cell border in pixels.
Padding
Border
Option Description
Style Define styling options for the table headers in this report. This covers the font face, font size, font colour, font
Wrap Text Wrap long header text across multiple rows.
Background Define the header background color.

Color
Header Define the space between the text in each header cell and the cell border in pixels.
Padding
Title and description

Option Description
Style Define styling options for the table headers in this report. This covers the font face, font size, font color, font
Display Title Define styling options for the Title of this report. This covers the font face, font size, font color, font style, and
alignment.
Display Define styling options for the Description of this report.

Description
Border Style Define the style of border to be displayed around the report Title and Description.

Option Description
Border Width Define the width of the border to be displayed around the report Title and Description.
Border Color Define the color of the border to be displayed around the report Title and Description.
Background Define the background color of the report Title and Description.
Color
Header and footer

Option Description
Style Define the Header & Footer contents specifically for this report, or inherit the default options defined in
Administration.
Header Select components to place in the left, center, and right header areas.
Options
Footer Options Select components to place in the left, center, and right header areas.
Table Sort
Option Description
Column (1, 2, Select a field to sort by. When using multiple fields, the sorting will use Column 1, then Column 2 within Column
3, etc.) 1 sort, then Column 3 within Column 1 and 2 sort, etc.
Sort Order Sort in Ascending or Descending order.
User Sort Allow or prevent the user from defining their own sort when viewing the active report.
Note: appling sorting to any column through the Column formatting (see page 1048) menu or Table
Preview will remove the sorting defined here..
Column formatting
The Column format tab contains a number of sections that you can use to format you fields.

Display
Option Description
Display To change the display name of the column from the default value simply update this field.
Format Each data type will have a unique set of format options – eg Text, Date or Numeric.
See Display Formats (see page 1050) for details on each type.
Sub Depending on the format option you have chosen for the column above you will have a separate set of sub format
Format options. Select the appropriate sub format option.
Date If you select ‘Other’ from the date sub format you will be able to build your own custom date format.
Other For example to create a Japanese date format which includes characters, eg. 2003?4?2?would be created by
adding in: yyyy?M?d ?
Decimal If you have a defined a numeric format you can set the number of decimal places to be defined. This can be used to
Places define cents in a decimal place for $20.00 by adding in:2
Note: To convert numeric data by doing divide by 1,000 calculations etc you would use the data conversion options
in advanced functions which are available on the Report Fields page.
Prefix The prefix is used to include additional characters before the value that is returned from the data base. This can be
used to define currency for $20.00 by adding in: $
Suffix The suffix is used to include additional characters after the value that is returned from the data base. This can be
used to define percentage for 30% by adding in: %
Rounding The rounding format allows you to choose how a decimal value should be rounded.
Round Up: Will round any decimal up eg. 1.1 to 2

Round Down: Will round any decimal down eg. 1.9 to 1
Round Half Up: Rounds 0.5 and above up
Round Half Down: Rounds 0.5 and below down
Thousand Turns the defaulted thousand separator for your instance on or off. For example:
Separator 1000 to 1,000
Bracket Displays negative values with or without brackets.

Negatives
Show To hide the column from the report, select this item. By hiding a column the data presented on the page is not re-
Field grouped which would occur if you removed the field from your report. For Example:Original Report

Option Description
City Country Sum Revenue
London UK 500,000
Manchester UK 300,000
Hamburg Germany 400,000
Munich Germany 450,000
City Column Hidden
Country Sum Revenue
UK 500,000
UK 300,000
Germany 400,000
Germany 450,000
City Column Removed From Report
Country Sum Revenue
UK 800,000
Germany 850,000
Suppress The suppression of duplicate option will remove duplicate values from a column and group the values under a single
Duplicates value.
Display Formats
Based on the type of field that the column being formatted is there are various format options. The
ones listed below come default with BMC Remedy Smart Reporting, however as this is
customisable there may be additional ones that comes as part of your installation.
Format Description
Option
Text Displays as plain text
Case Allows you to format text as Uppercase or Lowercase.

Formatter
Email Creates a hyperlink on the text that will open an email client and pre-populate the sent to address.
Flag If your data contains ISO country codes you can display these as flags of the world instead of text.
Formatter
HTML Formats a field containing HTML tags, either by removing them, or using them, depending on user selection. For
example, if you wanted to display an image using a URL the field may look something like this:
<img src="http://imagepathhere.png" />.

Format Description
Option
HTML 5 Displays a video from a path stored in the field, either a full URL, or a relative path if the video is stored in the BMC
Video Remedy Smart Reporting ROOT directory.
Link To Allows you to pass the value of the returned data into a URL link.
URL Use the hashes ## to indicate to BMC Remedy Smart Reporting where you want the column value to be placed in
the url itself.
For example: Formatting on a column of IP addresses and the url typed in is:http://www.google.com.au/search?
hl=en&q=##
This essentially means that every ip address will be placed into it into it i.e.:http://www.google.com.au/search?
hl=en&q=10.100.32.44
Org Ref Converts the text in the cell to the value of an internal lookup table. E.g. AU to Australia. See Org Ref Codes (see
Code page 1679) for more information.
Raw Displayed the data as it would have been returned from the database – no additional formatting applied.
Formatter
URL Creates a hyperlink on the text and will open web page on click. Assumes the text is a legitimate URL.
Hyperlink
YouTube This displays a YouTube video, based on the ID being stored in the field.
Formatter
Date
Date Displays value as a date – multiple date options exist.
Time Displays value as a time field – multiple date options exist.
Timestamp Displayed full date and time value
Date Part Takes a date field and formats the display to show part of that date.
Formatter
Numeric
Numeric Displays value as a decimal – allows you to set the decimal places to be used.
Percentage Converts a percentage value less than or equal to 100 into a bar.
Bar
Sorting
Option Description
Direction Apply sorting to an individual column. If you wish to use multiple fields to provide a sort order, see Table Sort (see
page 1048).
Data
Option Description
Font Style Define styling options for the text in this field. This covers the font face, font size, font color, and font style.
Alignment Define the alignment option for text in this field.

Option Description
Background Define a custom background color for the column.
Column Width Define the width of the column.
Maximum Length Define the maximum number of characters to be displayed in the cell.
Wrap Text Wrap long cell text across multiple rows.
Borders
Option Description
Font Style Define styling options for the text in this field. This covers the font face, font size, font color, and font style.
Alignment Define the alignment option for text in this field.
Background Define a custom background color for the column.
Column Width Define the width of the column.
Maximum Length Define the maximum number of characters to be displayed in the cell.
Wrap Text Wrap long cell text across multiple rows.
Summary
Option Description
Total Define the aggregation to be applied to the column as a total.

Aggregation Note: the calculated total is only available for calculated fields and will create a total based on the same rules as
were used for the calculation. For example if you have a ratio of Received / Invoiced the total will equal the Sum
(Received) / Sum (Invoiced)
Display Display a text label for the column summary.

Labels
Style Define custom formatting for the summaries of this column. This covers the font face, font size, font color, font
Background Define the background color for the column summary.
Sub Total Display a sub total row for each unique value in the column.
Column Drop Down Menu

If you wish to select a column to format from the table you can do so by clicking the menu drop
down in the column title.

Option Description
Aggregation Allows the user to apply Aggregation (see page 874) to the field.
Sort Allows the user to apply sorting to the individual field.
None: removes any sorting applied to the field.

Ascending: sort the data in ascending order – A to Z or 1 to 9.
Descending: sort the data in ascending order – Z to A or 9 to 1.
Advanced Function Allows the user to apply an Advanced functions (see page 877) to the field.
Format Opens the Column Formatting menu with this field selected to allow the report writer to apply formatting
options.
Clear Formatting Allows the report writer to clear all formatting options applied to this field.
Conditional Allows the user to open the Conditional formatting (see page 1055) menu for this field in order to apply
Formatting alerts.
Group Data Allows the user to create groups of values based on the data in the field.
e.g. age (1-18 = Youth, 19-36 = Gen Y etc)
Totals Allows the user to apply a summary aggregation to the field.
Hide Field Allows the user to hide the field from display.
Column drag and drop options

Most of the formatting options available to you are accessed through the format menus. However,
once your report has been generated you can use some drag and drop formatting options to
change the layout of your report.

The drag and drop formatting are only available whilst a report is in DRAFT mode. If the
report is ACTIVE you will not see these options.
Column Order
You can change the order of your columns directly on the screen. This option is only available for
‘column’ based reports.
1. To move a column, place your cursor over the column title and when the cursor changes
into a cross icon click and hold.
2. Now drag your column into the desired location. You will see the outline of the column and a
highlighted line which indicated where the left hand border of the column will be placed.
3. Drop your column and the page will be refreshed with your column in the new location.
Column Width
You can resize a column as seen on a report by placing you cursor over the right hand column
border of the column you wish to resize.
1. Click and hold the cursor. The cursor will be represented as a horizontal line and the column
outline will be highlighted.
2. Drag your column to the desired width and let the cursor go. The report will refresh and your
column will be resized.

Conditional formatting
The most important reason for creating a Conditional Format is to assist an end user to interpret
the data presented to them. The example below illustrates how Conditional Formats can help the
user. The average salary column has had red and green Conditional Formats applied to it. This
makes it easy for the user to quickly interpret the report and act on the information provided.
It is recommended that Conditional Formats are used whenever the reader of a report needs to be
drawn to act or interpret data based on a pre-determined set of rules.
General settings

Display
Option Description
Alert Legend Display a conditional format rules legend with the report.
Legend Title Provide a title for the conditional format rules legend.
Legend Description Provide a description for the conditional format rules legend.
Field Settings - Basic Rules

Basic rules allow you to set the format of a column using comparisons to either its own values or
another field’s values. This is the most common forms of Conditional Format that is applied.
Setup
Option Description
Alert Select the complexity of the alert rules.

Type
Basic: these alerts are based on comparison of the column value to a set value or another column.
Advanced: these alerts can be based on multiple conditions, set up using logic similar to that of Filter Settings.
Style Select a display method for the alert. There are four options available:
Bar: the value in a matching cell will be displayed as an inline bar.

Cell: the background colour in a matching cell will be highlighted.
Icon: the text in a matching cell will replaced with an icon.
Text: the text in a matching cell will be highlighted.
Icon If the Style is set to Icon then select the set of icons to apply to the alert.
Set
Traffic Lights
Arrows Up
Arrows Down
Ticks
Shapes
Type Select the comparison type from the following options:
Value: compares data to set values eg. Greater than 10.

Compare Column: compares data to set values stored in another column. E.g. Compare the received amount
with amount invoiced to highlight those that are not equal.
Percentage of Column: compares the value to a percentage threshold of a comparison column. Use this to
highlight revenue that is 10% less than ‘planned revenue’.
Percentage of Total: compares the value to a percentage of the total of the column. Use this to highlight values
that represent less than 5% of revenue.
Percentage of Max: compares the value to a percentage of the maximum value. Use this to highlight values
relative to the maximum value eg. values that are in the lowest 20% bracket of results
Target

Option Description
If you select a column comparison type you will have to choose the column that you want to compare your data to.
Choose the appropriate column.
Alerts
Once you have selected how you want to highlight your data you must set the alert rule. The rule
input section will differ based on earlier selections however, generally you will need to choose the
colour the operator (greater than etc) and input the values.
Option Description
Colour/Icon Define the colour or icon to be used for each rule.
Operator Define the operator to be used for each rule.
Value Define the value to be used (if required) for each rule.
Field Settings - Advanced Rules

Advanced rules allow you to create complex rules for determining the format of the column. For
example if you wanted to create a rule such as: If Region = Europe and Revenue > $200,000 then
highlight Profitability as RED.
Setup
Option Description
Alert Select the complexity of the alert rules.

Type
Basic: these alerts are based on comparison of the column value to a set value or another column.
Advanced: these alerts can be based on multiple conditions, set up using logic similar to that of Filter settings
(see page 917).
Alerts
Option Description
Alert Provide a description for this rule.

Details
Style Select a display method for the alert. There are four options available:
Bar: the value in a matching cell will be displayed as an inline bar.

Cell: the background colour in a matching cell will be highlighted.
Icon: the text in a matching cell will replaced with an icon.
Text: the text in a matching cell will be highlighted.
Icon Set If the Style is set to Icon then select the set of icons to apply to the alert.
Traffic Lights

Option Description
Arrows Up
Arrows Down
Ticks
Shapes
Colour This option requires you to define either the colour, or the icon from a set, to be applied to the rule.
Rules Enter the logic of your rule. You can select a column the operator and the value. By clicking add you can add
additional rules with bracketing etc.
See Filter settings (see page 917) for more information.
Conditional Format Data Validation

When inserting values into the Conditional Format type a number of rules need to be followed.
These include:
Value Overlaps
If you are creating a number of Conditional Formats, as in the example above, care will have to be
taken to ensure that the Conditional Format values do not overlap. For instance you cannot set one
record that is 50 to 60 and another 55 to 65. This will cause a clash in processing and may result in
your report failing.
Value Sequence
When creating a range of values – such as for a BETWEEN operator the lower end variable must
be inserted as the first value of the Conditional Format followed by the higher. Example – 30 then
40 not 40 then 30. If this is not followed you report Conditional Format will fail since no data will
meet the criteria.
Value Applicability
You do not have to create a Conditional Format for every possible value that will be returned. If
there is a measure that does not meet a Conditional Format criterion it will be returned in a normal
font. Conditional Formats should only be put on values that you want to draw attention to.
Section formatting
The Section format tab contains a number of menus that you can use to format the report sections.

Display
Option Description
Display Define the title of the section field.
Format Each data type will have a unique set of format options – eg Text, Date or Numeric.
See Display Formats (see page 1050) for details on each type.
Section Select from three available section display styles:

Style
Single Page: displays all sections on one page.
Multiple Page: displays each section on a separate page. This is particularly useful if you have a lot of data to
display on a single report.
Tabbed: displays each section on a separate tab. This is a visually clear and easy to navigate way of splitting
your report.
Note: only the top section field has the Tabbed option available.
Show Display or hide the field name label for each section, before the section value.
Labels
Style
Option Description
Display Style Define the formatting style for each section heading.
Body Title - Use the standard report title formatting for each section.
Table Header - Use the same formatting used in the table header, joining the section details to the top of
each table.
Custom - Apply custom font formatting to the selected section.
Font Style

Option Description
When the Custom display style is selected, define the formatting to be applied. This covers the font face, font
size, font colour, and font style.
Background When the Custom display style is selected, define the background colour for the section heading.
Colour
Alignment Define the alignment for the section heading.
Summary
Option Description
Section Summary Define the field to be used as a section summary table at the top of the report.
Note: this is not available for cross tab reports.
Section Total Display totals for each section.
Show Labels Display a field name label for the sections, before the section value.
Grand Totals Display grand totals for this section.
Sort
Option Description
Sort Direction Define the sort direction, ascending or descending, for the section values.
See Sections (see page 909) for more information.
Related reports formatting

The Related Reports format tab contains a number of menus that you can use for formatting. Each
of these menus is described below.

Display
The display options are used to change the display format of the related report.
Option Description
Show Title Show or hide the child report title on the report output page.
Show Description Show or hide the child report description on the report output page.
Fit to Parent Ensure the related report is the same size as the parent report.
Border Width Select the border width (in pixels)
Filter formatting
The Filter format tab contains a number of sections that you can use to format your filters.

General Settings
The main formatting options for report filters are displayed below.
Format
Option Description
Filter Display Select the location for User Prompt filters to be displayed on the Report page.
Apply Link Select the location for the apply button or link to be displayed. This is positioned within the Filter Display
Location (defined above).
Apply Style Use a button to apply selected filter values.
Filter Width Select the length for User Prompt filter values display, allowing you to accommodate longer values.
Allows you to display a legend of filter values applied to the report.

Option Description
Display Filter
Values
Action
Option Description
Autorun Report on Load Apply default and remembered filter values and run the report on first load.
Remember Filter Values Remember filter values previously applied to this report and load on next viewing.
Drill Filters Minimise display of filters applied to the report as part of the Drill Through process.
Minimise Filter Section Minimise the filter display on first load of the report.
Filter Date Reference Apply pre-defined date periods relative to the current date.
Filter Refresh
This option is only available if one or more filters have been set to use Cached Values.
Option Description
Refresh There are two available refresh options available for cached filters:
Manual: allow users to manually refresh cached filter values. This should be used if values don't change
regularly.
Scheduled: schedule automatic cached filter values refresh. This should be used if values change often.
If the refresh setting is defined as Scheduled then the following scheduling options will become
available. This schedule will apply to all cached filters on this report.

Filter Settings - Dates
Display
The display options for dates are the same as those for dimensions and metrics, with the exception
of Period Traversal.
Option Description
Description Define the title of the filter.
Display Show or hide this filter from the filter legend list.
Filter in
Legend
Filter There are two available options:

Requirement
Allow Omit: allow the user to leave this filter blank.
Mandatory: force the user to provide a value for this filter in order to run the report.
Display Select a filter for this filter to be dependant on. This will mean that the selected filter will have to have a value
Dependant selected before the dependant filter displays.
On Note: this option will only be displayed if you have another filter that had cached values.
See Cached dependent filters (see page 926) for more information.
Remember Remember values applied to this filter for future use.

User
Selection
Period Allows you to provide the user with a method of stepping through periods before and after that selected in the
Traversal filter. For example, the user filters the report on Year = 2009. If the interval is 1 Year and the interval bounds are 5
Back and 5 Forward then the user will initially see data for 2009. Each time they either move back or forward it will
be 1 year, and they will be restricted to 5 years in either direction.
Entry Style

Option Description
Value Entry Define the way the user should provide values for the filter. There are two available options:
Method
Manual User Entry: allows the user to either type in dates into the entry fields, or use the calendar picker.
Value List Selection: allows you to cache values or provide a list of pre-defined date ranges for the user to
select from.
Allow This option is only available for the Manual User Entry option and allows users to prompt the database for a list of
Prompt values to select from at the time of viewing the report.
Value List Define which method of providing a list of values you will use. There are three options:
Setup
Pre-defined Periods: use a list of pre-defined date ranges for the user to select from. See Date Filter Periods
(see page 1738) for more information.
Cached Values: create a list of values by caching the current contents of the field in the database.
Custom Query: create a list of values by caching the current contents of the field in the database using a
custom SQL query.
Sort Define the sort order for the list of values as ascending or descending.
Default Define the default value(s) to be used for the filter when the report is initially loaded. (Optional).
Value
If the Value List Setup option is set to Custom Query the following options will become available.
Filter Settings - Dimensions

When using a dimension as a filter you will have dimension specific options available in the Display
and Entry Style filter menus. These options will allow you to define various settings, such as filter
caching, custom descriptions and list length (if using an In List operator). These options may differ
from the ones available when using a metric or a date.

Display
Option Description
Display Filter in Show or hide this filter from the filter legend list.
Legend

Requirement
Display Select a filter for this filter to be dependent on. This will mean that the selected filter will have to have a value
Dependant On selected before the dependant filter displays.
Note: this option will only be displayed if you have another filter that had cached values.
Remember User Remember values applied to this filter for future use.
Selection
Display Style When a filter has a reference code applied to it additional display options become available:
Text: display the descriptive text assigned to each reference code value.
Image & Text: display the text and image assigned to each reference code value.
Colour & Text: display the text and color assigned to each reference code value.
List Size Define the number of values displayed in the list before scrolling is required.
Entry Style
Option Description
Define the way the user should provide values for the filter. There are two available options:

Option Description
Value Manual User Entry: allows the user to either type in dates into the entry fields, or use the calendar picker.
Entry Value List Selection: allows you to cache values or provide a list of per-defined date ranges for the user to
Method select from.
Allow This option is only available for the Manual User Entry option and allows users to prompt the database for a list of
Prompt values to select from at the time of viewing the report.
Note: it is recommended that the user prompt option be disabled if your data set has many variables that as it may
take some time for the values to be returned.
CSV Entry This option is only available for the Manual User Entry option and allows users to enter values for the filter with the
use of a .csv file.
Value List Define which method of providing a list of values you will use. There are three options:
Setup
Reference Codes: create a list of values for the user to select from based on the Org Ref Code applied to the
filter. See Organisation Reference Codes (see page 1679) for more information.
Cached Values: create a list of values by caching the current contents of the field in the database.
Custom Query: create a list of values by caching the current contents of the field in the database using a
custom SQL query.
Sort Define the sort order for the list of values as ascending or descending.
Default Define the default value(s) to be used for the filter when the report is initially loaded. (Optional).
Value
Filter Settings - Metrics

Metric filters options only permit you to change the formatting options and set default values. There
is no prompt option for metrics.

Display
Option Description
Display Filter in Show or hide this filter from the filter legend list.
Legend

Requirement
Display Select a filter for this filter to be dependant on. This will mean that the selected filter will have to have a value
Dependant On selected before the dependant filter displays.
Note: this option will only be displayed if you have another filter that had cached values.
Remember User Remember values applied to this filter for future use.
Selection
Entry Style
Option Description
Value Entry Define the way the user should provide values for the filter. There are two available options:
Method
Manual User Entry: allows the user to either type in dates into the entry fields, or use the calendar
picker.
Slider: allow the user to select values using a numeric slider.
Range: the user will provide a low and high value.
Value List Setup Define which method of providing a list of values you will use. There are two options:
Manual: the user will manually type values for this filter.
Custom Query: create a list of values by caching the current contents of the field in the database using
a custom SQL query.
Min Define the minimum value the user can select for this filter.
Interval Define the increments the value increases by.
Max Define the maximum value the user can select for this value.
Color Select the color for the entry style.
Default Value Define the default value(s) to be used for the filter when the report is initially loaded. (Optional).

Report summary
Report Summaries allow the user to build summary level KPI and chart displays into their report.
This allows for a row of summary information to be displayed along with a very detailed report,
providing to levels of analysis.
In order to create a Report Summary you will need to be on the Output step of the Report Builder,
while it's in draft mode. From here you will find a Summary button on the main formatting toolbar.
Exceptions
Report Summaries cannot be used in the following cases:
Drill Down Reports (the summary will display before the report has been drilled into)
Drill Anywhere Reports (the summary will display before the report has been drilled into)
Section Reports
KPI Reports
Visible Series Selection Charts
Time Series Charts with Date Sliders

Preview
When you first start building your Report Summary, you will be taken to the following lightbox,
where you are shown all the building options down the left of the page, with the preview pane on
the right currently empty. As soon as you build summary content you will see a preview.
Settings
You can customize the appearance and use of the Report Summary by clicking on the Settings
option on the left of the builder.

Setting Options Description
Layout Side / Display the summary either at the top or side of the chart. If the report is table only the display will
Format Top always be 'top'.
Include Off / Display dividers between each of the elements in the Report Summary (Primary Metric, Dimensions,
Dividers On Secondary Metrics).
Dashboard Off / Make the Report Summary available for display on the Dashboard. You will still need to enable it when
On creating the Dashboard Tab.
Mobile Off / Make the Report Summary available for display on mobile devices.
On
Report Off / Make the Report Summary available for display on the Report Preview page (away from the
On dashboard).
Primary Metric
The first thing you need to do, when creating your Report Summary, is define the Primary Metric of
the report. This is the main measurement in the report.
1. Click on the + Setup Primary Metric link on the left hand side of the builder.

2. Define the options used to build the summary display. Depending on the Target Type
settings you select, you may not have all of the options listed here.
Option Possible Values Description
Display Text Entry Provide a label to be used in the Report Summary. This does not have to
Title be the same as the Column Name.
Metric Metric fields Select the metric field you wish to assign as the Primary Metric.
Aggregation % Change, Average, Select the aggregation you wish to apply to the metric. The Summary is
Change, Count, Count going to look at this figure as a whole, not split by any categories, so it's
Distinct, Maximum, important to select the correct aggregation.
Minimum, Sum
Target Type None, Periodic, Total If you wish to compare your Primary Metric value to that of a target or
budget, define here.
Display Text Entry Provide a label to be used in the Report Summary for the target.
Title
Date Field Date field If you have selected a Periodic Target you will need to select a date field
to define the periods.
Set Target Manual or Metric fields Define the Target as a field, or a user defined value
Desired Above, Below, Range Define where you want the variance to fall. For example, do you want
Variance your metric to be above the target?
Variance None, Actual, Percentage Select the display of the variance.

Display
Sparkline None, Actual, Variance Select the display of the variance for each period.
Once populated, the builder will display a preview of the summary on the top right of the
screen.

3. Click Save to keep your selections and continue building your Report Summary.
Dimensions
In order to provide categorical summaries you can define Dimensions for display in your Report
Summary. These display a selected metric, split into categorical values by a dimension field,
displayed on a donut chart.
1. Click on the + Add Dimensions link on the left hand side of the builder.
2. Define the options used to build the summary display.
Option Possible Description
Values
Display Text Entry Provide a label to be used in the Report Summary.

Title
Dimension Dimension Select a dimension field from the report to use as the categories in the donut.
field
Metric Metric Select a metric field from the report to use as the size of the segments in the donut.
field
Colour HEX code Define a colour to use in the donut - shades of this one colour will be applied to segments.
Max Text Entry Define the number of segments displayed in the donut before the 'other' segment. As this is a
Segments summary chart 1-3 are recommended, not larger.
screen.

3. Click Save top keep your selections and continue building your Report Summary.
4. You can add several dimensions if required.
Secondary Metric
In order to provide additional metric information to the Report Summary you are able to define
Secondary Metrics. These don't display as much information as the Primary Metric.
1. Click on the + Add Secondary Metric link on the left hand side of the builder
2.
2. Define the options used to build the summary display.

Option Possible Values Description
Display Text Entry Provide a label to be used in the Report Summary. This does not have to
Title be the same as the Column Name.
Metric Metric fields Select the metric field you wish to assign as the Primary Metric.
Aggregation % Change, Average, Select the aggregation you wish to apply to the metric. The Summary is
Change, Count, Count going to look at this figure as a whole, not split by any categories, so it's
Distinct, Maximum, important to select the correct aggregation.
Minimum, Sum
Variance None or Metric fields Define the Target as a field, or don't use a target at all.
From
Desired Above, Below, Range Define where you want the variance to fall if you've defined a target. For
Variance example, do you want your metric to be above the target?
screen.
Click Save to keep your selections and continue building your Report Summary.
3. Click Submit to complete your Report Summary and return to the Report Preview page.
KPI reports
Key performance indicator (KPI) reports assist you in measuring actual performance against
targets. BMC Remedy Smart Reporting provides two types of KPI reports -
Historical reports — Include daily data reports

Summary reports — Usually includes weekly data reports

Notes
Make sure you that the BMC Remedy AR System Flashboard Services are
restarted after BMC Remedy IT Service Management has been upgraded for KPI
reporting data to be displayed correctly.
You can change the duration of the report data by opening the KPI flahsboard
variable in BMC Remedy Developer Studio and updating the Collection Interval
value in the History tab under Data Collection.
A KPI variable is usually made of:
A metric
A qualification
A date restriction or period
By using KPI metrics, you can track actual performance, compare it to a goal and detect trends.
These metrics are most commonly used in organizations as Key Performance Indicators (KPIs) to
monitor critical business areas.
The KPI reports provided with BMC Remedy Smart Reporting can have multiple dimensions to
help better segregate your report data. Currently you can add up to 4 dimensions to a KPI report.
For example, you can view the change request trend report can be filtered based on Priority,
Assigned Group, Service, and Company.
The following video provides a quick overview of the KPI reports:
Related topic
Adding a KPI tab (see page 828)
Creating a KPI report (see page 1076)

Out-of-the-box Incident Management KPIs (see page 1078)
Out-of-the-box Problem Management KPIs (see page 1079)
Out-of-the-box Change Management KPIs (see page 1080)
Out-of-the-box Asset Management KPIs (see page 1082)
Out-of-the-box SRM KPIs (see page 1083)
Creating a KPI report

BMC Remedy Smart Reporting allows you to create Incident Management and Change
Management KPI reports.This section describes how you can create a sample Change Resolution
trend report based on the support group.

The following video describes the process for creating a custom KPI report.
To create a new KPI report
1. Choose Create > Report.

2. Select the KPI from the list.
On the Create Report page, on the Data phase, the available fields displayed differ from
what would be displayed for a regular report.
Note
Currently BMC Remedy Smart Reporting provides History and Summary KPI
reports for Change and Incidents.
3. From the KPI History or Summary fields, drag the fields you want to create the KPI for to the
columns field. For example, let's create a report of the change resolution trends for each
support group for a given period of time. Select the following fields from Change KPI-
History:
Total Changes
Resolved Changes
4. Select the Grouping Dimension History or Summary fields to add to your KPI report. For our
example, from Secondary Group for Change History KPI report, select the Secondary Group
field, which is defined as the Support Group.
5. For a History KPI report, add the Sample Date and KPI Name to the filters list.
Note
If you add a group field to the filters, that contains an enumerated type (ENUM)
field value, for example, priority, you must:
a. Add the corresponding Field ID to the filter list.
b. In the Advance Settings for the filters, manually add the ENUM field name to the
Field ID using the Select Custom Value option.
Group and Field IDs are mapped as follows:
Primary Group Field ID 2
Secondary Group Field ID 3
Tertiary Group Field ID 4
Quaternary Group Field ID 5
Quinary Group Field ID 6

6. Click Advanced Settings.

7. On the Configure Filters page
8. a. For KPI Name select the In List and on the Select Filter Value dialog, select the KPI
Name In List option, and add the form names for the selected aggregate fields.
b. For Sample Date, select Sample Date Greater than or equal to and on the Select
Filter Value dialog select Current date - 2 Days.
9. Close the Configure Filters page.
10. Click the Charts phase to create the chart for the KPI report. For more information about
creating charts, see Report Builder - Charts step (see page 937).
For example, select Overlay chart from the Chart Type options.
11. Add Dimensions to the horizontal axis, and Metrics fields to the vertical axis.For example,
add Secondary Group, that is, Support Group to the horizontal axis, and Total Changes and
Resolved Changes to the vertical axis.
12. Click the Output phase to view a sample of your change request trend KPI. You have the
option to change the duration at the top of the chart.
13. Click Report > Save.
14. Enter a name for the KPI report, a short description, and select the category from the drop
down list. Additionally, define the access rights for the report.
For more information about saving the report, see Report save (see page 1087).
Out-of-the-box Incident Management KPIs

The incident management KPI reports allow users to view key incident management reports to
calculate performance. The reports can be based on any, all or none of the four dimensions
documented below.
The following Incident Management KPIs are provided out-of-the-box. You can use these KPIs to
create reports.
KPI name Description Dimension Dimension Dimension Dimension Flashboard Variable

1 2 3 4
Incident View the volume of Priority Assigned Company Service HPD:INC:Incidents_Submitted

Submitted incidents being Group
reported.
Major View the volume of Priority Assigned Company Service HPD:INC:Major_Incidents

Incidents critical incidents Group
being reported.
Incidents Met View the volume of Priority Assigned Company Service HPD:INC:Incidents_Met_SLA
SLA incidents resolved Group
within the defined
SLA.
MTTR View the average Priority Assigned Company Service HPD:INC:MTTR

time taken to resolve Group
an incident.
Priority Company Service HPD:INC:Reopened_Incidents


1 2 3 4
Reopened View the volume of Assigned

Incidents re-opened incidents. Group
Average Age View details of the Priority Assigned Company Service HPD:INC:
of Open time for which Group Incident_Age_of_Open_Incidents
Incidents incidents have been
open.
Overdue View the volume of Priority Assigned Company Service HPD:INC:Overdue_Incidents

Incidents incidents which have Group
breached their SLAs.
FCR View the incidents Priority Assigned Company Service HPD:INC:FCR

which have not been Group
escalated.
Reassigned View the volume of Priority Assigned Company Service HPD:INC:Reassigned_Incidents

Incidents reassigned incidents. Group
Resolved View the volume of Priority Assigned Company Service HPD:INC:Resolved_Incidents

Incidents resolved incidents. Group
Open View the volume of Priority Assigned Company Service HPD:INC:Open_Incidents

Incidents open incidents. Group
Closed View the volume of Priority Assigned Company Service HPD:INC:Closed_Incidents

Incidents closed incidents. Group
% Incidents View the percentage Priority Assigned Company Service

Met of incidents that met Group
Resolution their SLA
SLA
% of Major View the percentage Priority Assigned Company Service

Incidents of critical incidents. Group
% of Reopen View the percentage Priority Assigned Company Service

Incidents of reopened Group
incidents.
% of Overdue View the percentage Priority Assigned Company Service

Incidents of incidents that have Group
breached their SLA.
Out-of-the-box Problem Management KPIs

The problem management KPI reports allow users to view key problem management reports to
documented below.
The following Problem Management KPIs are provided out-of-the-box. You can use these KPIs to
create reports.


1 2 3 4
Number of View the volume Priority Assigned Service Company PBM:PBI:Total_Problems

total problems of problems being Group
reported.
Number of View the volume Priority Assigned Service Company PBM:PBI:Major_Problems

Major of critical Group
Problems problems being
reported.
Number of View the volume Priority Assigned Service Company PBM:PBI:Resolved_Problems

Resolved of resolved Group
Problems problems
Problems with View the volume Priority Assigned Service Company PBM:PBI:
Workaround of problems for Group Problems_with_workaround
Implemented which a
workaround was
implemented
Problem View the problem Priority Assigned Service Company

Resolution resolution rate Group
rate
Problem View the rate of Priority Assigned Service Company

Workaround the problem Group
rate workarounds
were
implemented
Problem View the volume Priority Assigned Service Company

reopen rate of re-opened Group
problems.
Average View the average Priority Assigned Service Company

problem time taken to Group
resolution time resolve an
incident.
Average age View the average Priority Assigned Service Company PBM:PBI:
of open time period for Group Average_Problem_Resolution_Time
problems which a problem.
Ratio of View the ratio of Priority Assigned Service Company PBM:PBI:

problems to the incidents that Group Average_Age_of_Open_Problem
incidents caused problems.
Out-of-the-box Change Management KPIs

The change management KPI reports allow users to view key change management reports to
documented below.
The following Change Management KPIs are provided out-of-the-box. You can use these KPIs to
create reports.

KPI Name Description Dimension Dimension Dimension Dimension Flashboard Variable

1 2 3 4
Total View the volume of Priority Assigned Service Company CHG:CHG:Total_Changes

Changes change requests Group
being reported.
Open View the volume of Priority Assigned Service Company CHG:CHG:Open_Changes

Changes open change Group
requests.
Resolved View the volume of Priority Assigned Service Company CHG:CHG:Resolved_Changes

Changes resolved change Group
requests.
Successful View the volume of Priority Assigned Service Company CHG:CHG:Successful_Changes

Changes changes Group
completed with
status reason
Successful.
Unsuccessful View the volume of Priority Assigned Service Company CHG:CHG:Unsuccessful_Changes

Changes changes Group
completed with
status reason
Unsuccessful.
Emergency View the volume of Priority Assigned Service Company CHG:CHG:Emergency_Changes

Changes emergency change Group
requests.
Roll Back View the volume of Priority Assigned Service Company CHG:CHG:Roll_Back_Changes
Changes change requests Group
that were rolled
back.
Change View the success Priority Assigned Service Company

Success rate of change Group
Rate requests.
This value is
derived by dividing
the number of
successful
changes by the
total number of
changes.
Change View the failure Priority Assigned Service Company

Failure Rate rate of change Group
requests.
This value is
derived by dividing
the number of
unsuccessful
changes by the
total number of
changes.

KPI Name Description Dimension Dimension Dimension Dimension Flashboard Variable

1 2 3 4
Change View the rate of Priority Assigned Service Company

Rollback change requests Group
Rate rolled back.
This value is
derived by dividing
the number of roll
back changes by
the total number of
changes.
Emergency View the rate of Priority Assigned Service Company

Change Rate emergency change Group
requests.
This value is
derived by dividing
the number of
emergency
changes by the
total number of
changes.
Average time View the average Priority Assigned Service Company CHG:CHG:
submission time taken to close Group Average_time_submission_to_close
to close change requests.
This value is
derived by
calculating the
difference between
the Change Submit
Date and the
Closed date.
Out-of-the-box Asset Management KPIs

The asset management KPI reports allow users to view key outage reports. The reports can be
based on any, all or none of the four dimensions documented below.
The following Problem Management KPIs are provided out-of-the-box. You can use these KPIs to
create reports.

1 2 3 4
Unscheduled View the total duration of Service AST:

Unavailbility unscheduled unavailability Name Unscheduled_Unavailability
for all assets.
Scheduled View the total duration of Service AST:

Availability scheduled availability of all Name Scheduled_Unavailability
assets

Out-of-the-box SRM KPIs

The BMC Service Request Management KPI reports allow users to view key service request
reports to calculate performance. The reports can be based on any, all or none of the four
dimensions documented below.
The following SRM KPIs are provided out-of-the-box. You can use these KPIs to create reports.

1 2 3 4
Service Volume of Priority Assigned Company SRS:REQ:

Requests service requests Group Service_Requests_With_SLA_Attached
With SLA with a defined
Attached service level
agreement
(SLA)

Request service requests Group Service_Requests_Within_SLA
Within SLA completed within
the defined SLA.

Request service requests Group Service_Requests_Breached_SLA
Breached that have
SLA breached their
defined SLA.
Percent of The percentage Priority Assigned Company

Service of the service Group
Requests requests
fulfilled completed with
within SLA the defined SLA.
Reports and Edit menus
Draft report
Option Description
Save This allows you to activate the current report. If you've previously activated the report this will
replace the previous version.
Save As

Option Description
This allows you to activate the current report as a new report. The previous active version
of the report will remain,
with the current version being saved under a new name.
Undo Changes This allows you to delete the current draft version of the report, returning to the previous
active version.
Delete This deletes the current draft report. If the report was previously activated you will still
have that copy of the report.
Active report
Option Description
New This allows you to leave the current report and begin creating a new one.
Copy This allows you to create a separate copy of the current report, which you
can manipulate without effecting the original.
Delete This allows you to delete the current report from the system.
Edit menu
Option Description
Data This allows you to place the report into draft mode and directly access
the Data step of the builder.
Charts This allows you to place the report into draft mode and directly access
the Charts step of the builder.
Related Reports This allows you to place the report into draft mode and directly access
the Related Reports step of the builder.

Option Description
Output This allows you to place the report into draft mode and directly access
the Output step of the builder.
Name & Description This allows you to edit the Name and Description of the report without
placing it into Draft mode.
Edit report
Once a report has been activated, the next time it is placed into draft mode the active version will
remain. This means that the report can still be used on the dashboard, storyboard, discussion, and
by report readers. When the edit is complete the report writer will have the option to either Save the
report, replacing the current active report, or Save As which creates a new report.
Draft Vs. Active

Active
If a user accesses an active report that currently has a draft version, and they have role
permissions to edit reports, they will see this message.
This is designed to remind the user that there is a draft version available, and allow them to move
between the two versions easily.
Draft
If a user access a draft report that currently has an active version they will see this message.

This is designed to remind the user that there is an active version available, allowing them to
compare their changes with this version, moving between them easily.
Note
There can only ever be one draft and one active version of a report at a time.
Confirmation Prompts
When a user goes to edit an active report, they will see one of the following confirmation
messages, depending on their role permissions.
Confirm No Access
This is a confirmation window appears when a This is a confirmation window that appears when a
user has access to edit the report. user tries to edit a report that another user is
currently editing.

Report save
The Report Save menu has a range of settings that can be applied to the report.
Each of the sections is described below:
Report Settings
Option Description
Name Provide a name for your report.
Description Provide a description for the report to assist users with understanding its purpose and content.
Category Select a category to save the report into. You will only be able to select categories you have access to.
Sub Select a Sub Category to save the report into. This Sub Category may have security and refresh settings applied to
Category it that will effect the report.
Tags Apply tags to your report to make searching for it easier.
Report There are two access permission options available at the report level:
Access
Public: all users with Category access will be able to view this report.
Private the writer may assign users access to the report.

Display
Option Description
Browse Include or hide this report from display on the Accessing BMC Remedy Smart Reporting content using Browse
Page options (see page 812). Reports are sometimes hidden from the browse page if the writer intended users to access
them via Drill Through, Dashboard, or Storyboard.
Dashboard Include or hide this report from the BMC Smart Reporting Dashboard (see page 811). Some reports may be hidden
from the dashboard if they are too detailed.
Refresh
Option Description
Refresh Some reports do not run automatically and require you to refresh the data contained in them. If your report is not
Settings refreshed automatically the data you see when you open the report may be relatively old. The age of the data is
displayed under the menu bar. There are three refresh options:
None: there is no refresh schedule for the report and the data will be loaded fresh when the report is run.
Manually: data in this report will be manually refreshed by the user when required.
Periodically: data in this report will be refreshed on a scheduled basis.
If the report is set to Periodically refresh, the following options will need to be defined:
See Refreshing report data (see page 1089) for more information.

Distribution Security
Option Description
Subscribe Allow or prevent users from subscribing to this report.
See Subscription (see page 1025)for more information.
Broadcast Allow or prevent users from setting up broadcast schedules for this report.
See Broadcasting (see page 1019)for more information.
Web Services Allow or prevent users from calling this report via web services.
Web Provide the name of the report used to call via web services.
Services
Name
Email Allow or prevent users from distributing this report via email.
See Sharing (see page 1015)for more information.
Email Security This setting is used to determine whether a report can be emailed from the system to unauthorized users or not.
The options include:
No Access: the report cannot be emailed externally. All users have to login to access it.
Validated Users: only users that have security access to the category and the report. Prior to sending the
report is validated against user permissions.
All Users: the report can only be sent to people that are registered users of the system.
Unsecure: the report can be sent to unregistered users.
Private Report Security

Option Description
User Access List If the Report Access is set to Private the write can define users with varying levels of access to the report
here.
Refreshing report data

Some reports do not run automatically and require you to refresh the data contained in them. If
your report is not refreshed automatically the data you see when you open the report may be
relatively old. The age of the data is displayed under the menu bar. There are three refresh
options; None, Manually (allows the user to click 'Refresh' when they want), and Periodically .

See Report Refresh (see page 1088) for more information.
Note
in order to use this function, the report sub category used must allow for version histories.
See Report Category Version History (see page 1708) for more information.
View archived report versions

When a report is refreshed, and archiving is enabled, all versions are saved in the history found in
the left navigation panel so that different versions of the report can be viewed at any time.
1. Click on the history menu.
2. Select the version you wish to view.
3. The report will refresh and show you the version requested.
Out-of-the-box reports
This section lists the out-of-the-box reports available in BMC Remedy Smart Reporting. By default,
all out-of-the-box content is public, and users can make them private as required. All users
onboarded after installing BMC Remedy Smart Reporting can access and run these reports.

Note
The out-of-the-box drill down reports are designed to be used with the parent from which
you drill down. If you refresh a drilled down report independently the results may be
incorrect due to the used filter values. Before running a child drill down report
independently, make sure you use the correct prompt or filter values.
Out-of-the-box BMC Change Management reports (see page 1091)

Out-of-the-box BMC Knowledge Management reports (see page 1092)
Out-of-the-box BMC Service Desk reports (see page 1093)
Out-of-the-box BMC Service Level Management reports (see page 1094)
Out-of-the-box BMC Service Request Management reports (see page 1094)
Out-of-the-box Configuration Management reports (see page 1095)
Out-of-the-box Task Management reports (see page 1095)
Out-of-the-box BMC Asset Management reports (see page 1095)
Out-of-the-box Work Order Management reports (see page 1096)
Out-of-the-box BMC Data Compliance reports (see page 1096)
Related topic
Reviewing your knowledge team's performance using KCS reports in BMC Remedy with Smart IT
(Smart IT) online documentation provides information about out-of-the-box KCS reports that you
can access from the Smart IT interface.
Out-of-the-box BMC Change Management reports
BMC Change Management reports

Report Name Description
Change Analysis by Support Hierarchy Bar chart with pre-configured drill down showing current status of Change.
Top Level - Assigned Support Company, Next Level - Assigned Support
Organization, Next Level - Assigned Group, Final Level - Assignee.
Change Crosstab Crosstab showing Change Status (count) by Company, Service and Priority.
Drill down Change Status for detailed list of Changes.
Change Detailed Drill Default Change Management dashboard.
Change Submission Trend Trend chart showing Changes submitted over time.
Changes By Class Type Pie chart shows Changes split by Class Type
(Standard, Normal, Emergency, Expedited and so on).
Changes by Requests Status This report lists all the Change Requests and status thereof. Includes details
of changes like change type, urgency, status, Requester details etc.
Report can be filtered by change status, change start/end date.
Changes By Service Bar chart showing current status of Change classified by Service.
Changes for Services

This report is intended to let user find changes associated

with CI’s (servers or application).
Incidents Caused by Changes List of Incidents that are caused by Change Requests.
Upcoming Changes Report shows list of scheduled changes

(changes scheduled for next 48 Hours).
BMC Release Management reports

Release Activity Report Details of release. This report shows the associated incidents, changes and problems and
their details including ID, summary, Impact, status etc. Release list in this report can be
filtered by Release ‘Status’.
Releases by Status Pie chart shows the summary of release split by Release ‘Status’.
Drill down provides list of Release(s) for selected status value.
Out-of-the-box BMC Knowledge Management reports

Listed under the Article Management folder, the following reports are provided for BMC Knowledge
Management.
Article Contributors This bar chart shows all of the articles, grouped by authors and further split
by status of article.
Article Details This reports shows all articles with respective status. It includes details like
submit date, submitter, title, company, assignee and assignee group.
Article Feedback This report shows article by average feedback rating which helps to determine
the quality of its content.
Article Publish Trend Trend chart showing published articles created over time.
Article Statistics Pie chart with pre-configure drill down showing number of articles with
current status.
Top Level Company, Next Level Assigned Group, Next level Assignee
and Final Drill to Article Details.
Article Usage and Feedback Summary This reports shows number of times article opened for viewing and
quality of articles by feedback ratings.
No Search Results for Knowledge Articles This report shows details of searches that return no results for
knowledge articles (for last 12 months).
Use this report to identify knowledge gaps regarding missing
content in Knowledge Management.
Top 10 Articles Top 10 articles having maximum number of views.
Unpublished Articles Status This pie-chart shows the segregation of all

unpublished articles by status which can further
drill down to article details report.

Out-of-the-box BMC Service Desk reports
BMC Service Desk: BMC Incident Management reports

Incident Analysis by Support Hierarchy Bar chart with pre-configured drill down showing current status of incidents
(Open/Closed).
Top Level - Assigned Support Company,
Next Level - Assigned Support Organization,
Next Level - Assigned Group,
Final Level - Assignee.
Incident By Service Type Pie chart shows Incidents split by Incident Type (User Service Request,
User Service Restoration, Infrastructure Event and so on)
Incident Crosstab Crosstab showing Incident Status (count) by Company,

Submitter and Priority. Drill down Incident Status for detailed list of Incidents.
Incident Details Incident Details Report to supplement drill-down from Incident dashboard
includes details such as Incident ID, Incident Description, Submitter,
Owner Group, Company, Organization, Department, Impact, Priority,
Assigned Group, Urgency, Status.
Incident Submission Trend Trend chart showing Incidents submitted over time.
Incidents by Operational Categorization Number of Incidents by Operational Categorization.
Incidents by Service Bar chart showing current status of incidents (Open/Closed)

classified by Service.
Incidents Transfer Analysis Incidents Transfer Analysis for changes to 'Assigned Group'
exceeds 5 or more times.
Open Incidents tied to Problems Number of open Incidents which are Related to Problems.
Top 10 CIs having most incidents Report shows CI's with highest count of incidents associated
with them.
Top 5 Services having most incidents Report shows services with highest count of incidents
associated with them.
BMC Service Desk: BMC Problem Management reports

Problem Breakdown This reports shows the status (count) of problems mapped against assigned
support company. It also show breakdown of problems in to service
and priority under each assigned Support Company.
Further drill down problem count in to detailed list of problems.
Problem Detail Drill This report lists Problem with details like problem ID, summary,
Business Service, CI, Assigned Group, Created by, impact, Priority,
Urgency and Investigation Status. (Filter list: Assigned Support Company,
Business Service, Priority, Investigation Status, Generic Categorization Tier 1,
and Impact)
Problem Submitting Trend

The trend chart shows problem submission trend over period of time
(Day, Week, Month, Quarter and Year wise respectively).
Accompanying table shows number of problems submitted by
Support company by date.
Problem Summary Bar chart with pre-configured drill down showing current status
of problem classified by services. Report shows breakdown
by Business Service and can be further drilled down to CI.
Problems By Impact and Root Cause First Pie-chart shows problems split by Impact (Extensive/Widespread,
Significant/Large, Moderate/Limited, and Minor Localised)
and second Pie-chart shows split by Root Cause
(Configuration Error, Credit Card, Data Change, Failure, and
education required etc.).
Accompanying table shows Problem count grouped by services.
Out-of-the-box BMC Service Level Management reports

Compliance This report displays the compliance penalty, reward and impact cost information
for selected review period.
Incident SLA Compliance by Assignee This report list the details of SLAs attached to each incidents along with
assigned Assignee, compliance status, compliance % and missed
percent for each and every SLA.
Service Target by Measurement Status This report list the details of SLAs attached to each Request with
its goal category and type, measurement status and SLM type for each SLA.
SLA Status Pie-Chart shows the split of SLA compliance met or missed percentage.
Out-of-the-box BMC Service Request Management reports

Report Description
Name
Request This report includes service request details such as request number, submit date, required date, location
Detail Drill company, assigned support company, assignee, summary, impact, urgency, priority and status etc. This report is
also used as supplements report when drilled down from service request dashboard for request details.
Request The trend chart shows service request submission trend over period of time (Day, Week, Month, Quarter and Year
Submission wise respectively). Accompanying table shows count of service request submitted by Support company by date.
Trend
Service Bar chart with pre-configured drill down showing current status of service requests classified by assigned support
Requests company. Top level- Assigned support company, Next level- Support Organization, Next level- Assigned group,
By Support Final level- Assignee.
Company
Services by Pie-chart shows the number of service requests split by category. Accompanying table shows count of service
Category requests grouped by Category and Support Company.
Top 10 This reports shows the top 10 requested services.

Requested
Services

Report Description
Name
User This report shows detailed results of survey for each request number. This report shows the service request
Satisfaction number, survey name, questions, responses, and comments for each survey submitted.
Out-of-the-box Configuration Management reports

CI Creation Trend Reports the trend of creating CIs.
CIs by Class List of CIs by class.
CIs by Type List of CIs by their type.
CMDB - CI Population Total Number of CI's in CMDB.
CMDB - Computer Systems without OS List of Computer systems with no Operating System in CMDB.
CMDB - Duplicate Computer System By Serial Total Duplicate Computer System By Serial Number.
CMDB - Duplicate Computer System by Token ID Duplicate Computer System by Token ID.
CMDB - Duplicate Computer System Detailed Drill Detail List of Duplicate Computer System.
CMDB - Duplicate Computer Systems By Name List of Duplicate Computer Systems By Name.
CMDB - List of 'Mark As Deleted' CIs Count of 'Mark As Deleted' CI’s in CMDB.
CMDB - List of Orphan CIs in CMDB List of Orphan CIs in CMDB.
CMDB - Orphan CIs Detailed Drill Detailed Drill Report for List of Orphan CIs in CMDB.
CMDB - Virtual Machines without Host List of Virtual machines which are not connected to any Host.
Out-of-the-box Task Management reports

Task details Task details report
Out-of-the-box BMC Asset Management reports

Asset Details Asset Details Report supplements drill-down from different

Asset reports and includes details of assets along with
Request ID and Descriptions for selected of CI’s
Assets Scheduled for Maintenance This report shows Assets with maintenance scheduled
in next six weeks (default six weeks; user can change
date range).
Assets with Warranty Expiry This report list the details of assets within warranty expiry
date range. It also shows the contract details attached
with these assets
List of Disposed Asset with Current Location This report shows disposal details of assets with their
current location and disposal date.
Number of Computer Systems by Operating System

Pie-charts shows split of computer systems by

Operating System Manufacturer.
Open Incidents Associated with Asset Assets associated with currently open Incidents.
Drill down provide relationship details of
Assets and Requests.
Operating System Details for Computer Systems This report supplement the drill down from
‘Number of Computer Systems by
Operating System’ and includes the details
like CI Name, OS manufacturer,
OS name, System Type etc.
Top 10 Assets with Maximum Change Requests Bar charts shows top 10 asset that have maximum
number of change requests attached with them
Out-of-the-box Work Order Management reports

Open Work Orders by Assigned Group Open Work Order Count by Assignee Groups
Work Order Details Work order details
Work Order SLA Status Work Orders breakdown by SLA Compliance
Work Order Submission Trend Work Orders submitted over a Time
Work Orders by Assignee Work Orders volume by Assignee
Work Orders Crosstab Work Order Cross Tab Report - Assigned Support
Company; Assignee, Submitter; Priority and Status
Out-of-the-box BMC Data Compliance reports

A set of data compliance reports are available that can be used by the compliance officer to
analyze the trends in data violation. Using the data in the reports, a compliance officer can find out
answers to the following questions and can make informed decisions and revise or impose
compliance rules and policies:
How many times a certain document was shared outside the organization?
How many times the sharing of sensitive data was blocked?
How many times the sharing of data was notified to authorized users?
How many times a user has shared a certain document?
The following table lists the data compliance reports:
Report name Description
Incident by status Shows all incidents associated with DLP. The data is filtered as per following criteria:
Status
Create Date Within
Event type

Incident details Shows all incidents associated with a policy.
Most active policy Shows most active policies and rules used in last four weeks.
/rules
Top DLP senders Shows top 10 senders in in last seven days. You can specify time range and number of users you want to
see.
The following filters are provided:
Top N Rank (Top) Equal To

Create Date Between
Top N policies Shows top N policies for the specified period. The default period is four weeks.
The following filters are provided:
Top N Rank (Top) Equal To

Create Date Between
Out-of-the-box reporting dashboards

The following dashboards are provided out-of-the-box with BMC Remedy Smart Reporting:
Dashboard Name Content Category Content Sub Dashboard Description

Category
Change KPI BMC Remedy Key Change KPI This dashboard includes some of the Key
Performance Indicators Performance
Indicators for Change Management.
For example:
Trend of Change Request over time

KPI Meter for Emergency Chang Rate
Successful Change Rate
Incidents KPI BMC Remedy Key Incidents KPI This dashboard includes some of Key
Performance Indicators performance Indicators
for Incident Management.
For example:
Trend of Incidents over time

KPI Meter for Major Incident Rate
Reopened Incidents Rate
Knowledge BMC Remedy Operational Knowledge This dashboard includes a list of reports for
Dashboard Reporting Management Knowledge Management module,
For example:
Article Statistics by Status

Article Usage and feedback Summary


Category
Top 10 used articles
Change Dashboard BMC Remedy Operational Change Management This dashboard includes a list of reports
Reporting for Change Management process.
For example:
Change analysis by Support Hierarchy

Change Request Trend over a time
Change Crosstab
CMDB Dashboard BMC Remedy Operational Configuration This dashboard includes a list of reports
Reporting Management for Configuration Managers.
For example:
List of Orphan CI's in CMDB

CI Creation trend over a time
Duplicate Computer systems in CMDB
Incident Dashboard BMC Remedy Operational Incident Management This dashboard includes a list of reports
Reporting for Incident Management process.
For example:
Incidents Analysis by Support

Hierarchy
Incident submission over a time
Incident Crosstab
Work Order BMC Remedy Operational Work Order This dashboard includes a list of reports
Dashboard Reporting Management for Work Order Management module.
For example:
Open Work Orders by Assigned Group

Work Order submission over a Time
Work Order crosstab
Problem Dashboard BMC Remedy Operational Problem This dashboard includes a list of reports
Reporting Management for Problem Management module.
For example:
Problem Summary
Problems by Impact and Root cause
Problem submission over a time
Problem Breakdown
Service Request BMC Remedy Operational Service Request This dashboard includes a list of reports
Dashboard Reporting Management for Service Request Management.
For example:
Service Requests by Support Company


Category
Request Submission over a time

Top 10 Requested Services
Out-of-the-box Service Dashboard

The Service Dashboard contains charts and reports that allows users to monitor health of specific
Business services.
The prerequisites for enabling the Service Dashboard are :
The business services must be defined in BMC Atrium CMDB

Services listed in the Filters section are the same as the ones listed in the Services field on
a ticket request form.
Outage data is retrieved from BMC Asset Management, so if you have integrated other
applications for managing outages, the data must be synced with BMC Asset Management
to view it on the Service Dashboard report.
Note
If you create outages using BMC ProactiveNet Performance Management (BPPM),

these outages are automatically reflected in the BMC Asset Management
application, and will therefore, be displayed in the charts and reports displayed on
this dashboard.
The Service Dashboard provides the following filters for refining the reports and charts data:
Filter Description
Date filter Allows you to define the time period for which you want to view the data. This filters is applicable for the trend
charts on the dashboard.
Business Allows you to select the service for which you want to see the data. This filter is applicable to all reports and
Service filter charts on the dashboard.
The Service Dashboard includes the following reports:
Report Description
Service This report provides a historical snapshot of the status of the services over the past year. It shows a monthly
availability break up of the Actual Availability, Scheduled Outage, and Unscheduled Outage of the service.
report

Report Description
Note: The data for this report is populated from the outages and availability status in BMC Asset Management. If
you have integrated other applications for managing outages, the data must be synced with BMC Asset
Management for it to be displayed on this report.
You have the option to drill down to view the weekly break up of the data in number of hours. To view the weekly
breakup, click the Turn to table icon and then click the desired month column to view the weekly data in
hours.
Related The related requests charts display the total number of open requests split based on their priority . A report is
requests displayed for each of the following application requests:
Incident Management
Change Management
Problem Management
You can drill down to view details of requests based on their priority.
Trend The trend reports display the historical trend KPI for Incident and Change records.
reports
You can choose to view the report based on a pre-defined time period like Day, Week, Month, Quarter or Year by
selecting the option from the top of the trend report.
In addition to this, you can view the report for a specific time period selected by using the slider on the lower half
of the report.
Unavailability The unavailability stats display the current planned and actual availability and the unscheduled and scheduled
stats outage information for rolling 30 days.
The data for this report is populated from the outages and availability status in BMC Asset Management.
Collaborating with BMC Remedy Smart Reporting

BMC Remedy Smart Reporting provides multiple collaboration options that allow users to share
their opinions and provide comments for existing reports.
This section describes the collaboration options provided by BMC Remedy Smart Reporting. The
following topics are discussed:
Comments (see page 1101)

Report annotation (see page 1103)
Video
See this short video on the collaboration options available with BMC Remedy Smart
Reporting

Comments
You can add comments to a report or Storyboard either for your own use or to share with others
that have access to the same report. Comments can be used to provide a greater level of insight or
used to discuss and highlight the data contained in a report or slide.
Note
Comments can only be added to Active content.
Add new comment thread
1. To add new comments click the button in the Comments panel. This will expand the
panel on the right of your screen.
2. Enter your comment in the text box that has opened.

3. Apply any security settings required See Below (see page 1101)
4. Once you're happy with your comment and its permissions, click on the Ok button to save
the comment, or the Cancel to delete it.
Setting the thread to private

Comments are set to be Public by default. In order to restrict visibility of your comment, complete
the following:
1. Click on the + Add people to make private link.

2. From here you are able to search through BMC Remedy Smart Reporting users and groups,
to narrow this down you can:
a. Click on the People Only or Group Only option
b.
2.
b. Enter a search term in order to locate a user or group allowed to view your comment.
You will notice that groups have this
symbol next to them.

3. Click on the name/group you wish to add and continue until you have all the users required.
Note: all users that have been added to a private thread will be emailed a notification and
provided with a link to view the content.
Note
Once you have added a group to the list, you are able to click on that group in order to
see the users that belong to it.
View comments
If comments exist for a report there will be a View Comments shortcut displayed under the tool
bar. You can also click on the button in the Comments Panel on the right of the content to
expand it and view all comments.
Viewing users of a private thread

Once a Private Comment Thread has been created, the author and participants are able to view a
list of users & groups with access to the thread.
1. View the Comments See Above (see page 1102)

2. If you have access you a Private Thread, you will notice there is a Private link at the top of
the root comment. Click on the link to see a lightbox with the thread members listed.
Mark thread as insightful

When viewing Comments it can be useful to know what other users have found beneficial,
especially when there have been several comment threads created on a single report or slide. To
do this:
1. View the Comments See Above (see page 1102)

2. Click on the Insightful(0) link on the root comment. Your opinion will have been added to the
tally.
Respond to a comment thread

In order to respond to a comment, you will first need to view the comments. (See above).
1. Click on the Comment link directly under the root comment of a thread. Alternatively, if there
are already replies, you can click on the

1.
icon to expand the replies and open the response box.

2. Enter your reply into the text box and click the Ok button to submit, or click the Cancel
button to clear your response.
3. Your reply should now be displayed directly below the root comment, as it is the most recent
response.
Delete a response
In order to remove a response, you will either need to be the author of the reply, or have the
required administration role permissions.
1. You will need to view the comments panel (see above).

2. Locate the response you wish to delete.
3. Click on the Delete link below the reply, it will now be removed from the list.
Delete a comment thread

In order to remove a thread, you will either need to be the author or the root comment, or have the
required administration role permissions.
1. You will need to view the comments panel (see above).

2. Locate the thread you wish to delete.
3. Click on the Delete link below the root comment, it will now be removed from the list, along
with all responses.
Mark a thread as resolved

When the issue or discussion raised in the Root Comment has been addressed, the creator of the
thread has the option to mark the thread as Resolved by clicking on the Resolve link. This leaves
the thread open for further discussion.
Report annotation
With BMC Remedy Smart Reporting you can add specific comments to your trend reports in the
form of annotations. There are three types of annotations to assist users of a report:
Report Level Annotations

View Level Annotations
Organization Level Annotations
Annotations assist your reports readers to understand the reports and data that they are viewing.
They can only be added when a report is ACTIVE and the annotate drop down menu is visible.
Note
Annotations are available only for Trend reports.

The figure above shows the three places annotations are displayed.
1. Annotation Flag highlighting the date, or start of date range, on the time series x axis, with a
descriptive roll over that is editable from the report page.
Note
If the Annotation is set to Private the flag will be colored red.
2. Highlighting on a time series chart when the annotation has been applied to a date range
rather than a single date.
3. A descriptive roll over on the table displayed on the date, or start of the date range, that is
editable from the report page.
Enabling annotations
There are two things you must do in order to use annotations in BMC Remedy Smart Reporting;
1. You must get an administrator to enable annotation permissions for our role. There are C
reate, Read, Update, and Delete options available.
a. The administrator should go to Administration > Admin Console > Roles > Admin >
Collaboration and edit your role
b. They will need to ensure the Annotations role is enabled
2. The report you wish to view annotations on must be correctly enabled

a. While the report is in draft mode, open the Display menu
b. Ensure that Display on Charts and/or Display on Tables is set to Yes
c. Activate the report

Creating annotations
In order to create annotations you will need to complete the following:
1. Ensure your report is Active (not in Draft mode)

2. In the Annotate menu, click on the Add Annotation button
3. The Annotation window will open, providing you with the following options:
Date
Nominate the date, or date range that your annotation should be displayed for. If a date range is
selected, you will also be able to choose a color for chart highlighting.
Filter
The optional Filter setting allows you to associate the Annotation with a filter value. This results in
the Annotation only being available if the report viewed contains the filter, and the specified value is
available.
In order to link your Annotation to a filter value, you will need to complete the following:
1. Add the required filter to your report, ensuring that it is:

a. User Prompt
b. Cached
2. Select the Filter from the first drop down list in the Annotation window
3. Select the desired value from the second drop down list in the Annotation window
Note
If you apply a Filter link to your Annotation, the Visibility options will be reduced to Report
and View. This is because the filter is linked to a view field and as such cannot be applied
to reports based on other views.
Visibility
Here you should select the level of your Annotation. This will restrict what content it can appear on.
There are three levels available:
1. This Report (Report Level): These annotations are only attached to a single report. Any date
that falls on the specified date, or within the range, will be annotated.
2. Multi-Report - View (View Level): Any annotation applied to the view level will be displayed
on all reports written off the selected view. This is where tags become more important. For
example, if you add an annotation about an invoicing system you should apply a tab, such
as ‘Invoicing’. This will allow you to hide the annotation when you are viewing a report about
Date of Births, where invoicing is irrelevant.
3.
3. Multi-Report – Global (Organisation Level): Anyone who belongs to the same organization
as the annotation creator will be able to see these annotations on any reports with the
matching date data. Again, tagging is important here, as you are dealing with a wide range
of reports.
Note
If the Annotation is linked to a filter, the Global (Organization) level will not be available,
as the filter is linked to a view field and as such cannot be applied to reports based on
other views.
Tag
Specify a tag to categories your Annotation. This can be left blank, but it’s suggested that tags are
used where possible in order to make it easier for the users to view content relevant to them.
A new tag can be added by typing the description of the tag in the text box at the bottom of the list
and clicking Add.
Title
Enter the Subject of your Annotation
Description
This is where you should enter the details of your Annotation, and format as desired.
Security
Annotations are set to Public by default. In order to restrict visibility of the annotation, complete the
following:
1. Click on the + Add people to make private link

2. From here you are able to search through BMC Remedy AR System users and groups.
Enter a search term in order to locate a user or group allowed to view the annotation. You
will notice that groups have this symbol next to them.
3. Click the user or group you wish to add and continue until you have all the users required.
Note: the creator of the annotation will always have permission to view it, and will be added
by the system automatically.
Viewing annotations
By default, a report will display an Annotation if the following criteria are met:
1. The Report and/or Time Series Chart contains the matching date or range specified in the
Annotation.
2.
2. Annotations display is enabled during report creation.

3. The Filters used in the Report match those used in the Annotation (if specified).
4. The Annotation is Untagged OR matches a tag specified in the Report Save Menu.
Annotation display options

There are options available in the Annotation Menu of an active report, that allow the user to
restrict the Annotations seen on the report.
From this menu, the user can select which Level of Annotations they wish to view on the report, by
ticking or unticking the appropriate check boxes.
The user can then specify which Annotations they wish to view by the tags that have been applied
to them (or untagged as the case may be).
Storyboard
A storyboard is the presentation layer in BMC Remedy Smart Reporting, which contains fully
functional reports, images, videos, and text. By using a storyboard, you can create slideshows to
present information from BMC Remedy Smart Reporting.
Overview (see page 1107)

Navigational areas of a storyboard (see page 1107)
Overview
A storyboard provides an organized way to present data from BMC Remedy Smart Reporting,
without the need of any third-party applications, and share the presentation with other users from
the application itself. A storyboard is a collection of different types slides, containing different types
of data such as actual reports from BMC Remedy Smart Reporting, images, videos, and text. You
can apply filters to restrict the data that is displayed in a report on a slide. You can restrict the
storyboard access to a specific set of users, and provide access to multiple users to collaborate
and use the same storyboard. The users having access to a storyboard can use the social
collaboration options like comments and comment threads, add notes, share the storyboard with
other users, and export it in PDF format. You can also copy a storyboard, and and edit it to suit
your needs.
The following interactive graphic provides an overview of the storyboard feature:
Navigational areas of a storyboard

Different menu options are available while creating a storyboard and while viewing it. This section
describes the navigational areas and the available menu options.

Navigational areas while creating a storyboard

The following graphic shows the navigational areas while creating or editing a storyboard in the edit
mode:
The following table describes the available menu options:
Menu item Additional information
Left menu bar
1 Slides Add new slides of different types using an available template. For more information, see
Slide types (see page 1113).
You can also navigate to another slide in the storyboard using this menu.
2 Filters Add report filters (see page 1122) to a report on a content slide.
Note: The Filters menu is enabled only if User Prompt filters are available for the report.
3 Reports Search and add a report (see page 1117)from BMC Remedy Smart reporting to a slide.
4 Image Add an image (see page 1117)to a slide using the Image Manager. You can use an
existing image, or upload one.
Top menu bar
5 Storyboard Perform the following actions on the storyboard from this menu:
Save
Copy
Delete
Apply different storyboard settings (see page 1121).

6 Slide Perform the following actions on a slide from this menu:
Add
Delete
Apply different slide settings (see page 1119).
7 Collaborate Add collaborators to view and work on the storyboard. For more information, see Access
(see page 1122).
Right menu bar
8 X (Cross sign on the right menu Close the storyboard.

bar)
9 Social collaboration options Perform the following actions on a slide from this menu:
Add comments
View comments thread and respond to comments
Subscribe to comments
Add notes to slides
For more information, see Social collaboration options (see page 1125).
Bottom menu bar
10 Name of the Storyboard Area that displays the storyboard name.
11 Favorite (star icon on the bottom Mark a Storyboard as your favorite (see page 1126).
menu bar)
12 Present Mode Switch to the Present mode to preview the storyboard while editing.
13 Export Export (see page 1126) the Storyboard to PDF format.
Slide content area
14 Slide content area Add, remove, or edit content in a slide.
Navigational areas while viewing a storyboard

The following graphic shows the navigational areas while creating or editing a storyboard in the edit
mode:

The following table describes the available menu options:
Left menu bar (Filters menu)
1 X Hide the Filters menu.
2 Filters Apply report filters (see page 1122) to a report on a slide.
Note: The Filters menu is enabled only if User Prompt filters are available for the
report.
3 Version history View version history (see page 1127) of the storyboard.
Right menu bar
4 X Close the Expand Comments menu.
5 Social collaboration options Perform the following actions on a slide from this menu:
Add comments
View comments thread and respond to comments
Subscribe to comments
Add notes to slides
For more information, see Social collaboration options (see page 1125).
Bottom menu bar
6 Name of the Storyboard Area that displays the storyboard name.
7 Favorite (star icon on the bottom Mark a storyboard as your favorite (see page 1126).
menu bar)
8 Edit You can perform the following actions on the storyboard from this menu:
Delete (see page 1127)

Copy (see page 1124)

Create new version (see page )

Edit current (see page 1124)
Save storyboard (see page 1124) (available only when you preview the
storyboard)
9 Share Distribute or email the storyboard to other users. For more information, see Share
(see page 1126).
10 Export Export (see page 1126) the storyboard to PDF format
11 X Close the storyboard.
While viewing a storyboard, you can navigate within the storyboard by using any of the following
methods:
Clicking the left and right arrows on the sides of the current slide
The slider at the bottom of a slide
Left and right arrow keys on the keyboard
The table of contents slide in the storyboard, if you added one.

Creating a Storyboard (see page 1111)
Creating a Storyboard
You can build a storyboard by adding slides, adding content to the slides, and applying different
slide and storyboard settings. After you create a storyboard, you can make it available to other
users by activating it. You can preview a storyboard while you are creating it and make further
changes to it.
To create a storyboard (see page 1112)

To preview a storyboard (see page 1113)
Note
When using Internet Explorer versions later than 7.0, the following error might be
displayed:Internet Explorer 6 and 7 are not supported.
Press F12 to view the Internet Explorer Developer Tools and change the Browser Mode
settings to not use the Compatibility View. When the compatibility mode is on, the
browser defaults to IE 7 standards. If we remove the check for IE6 and IE7, Storyboard
does not work because IE8 is rendering the page as if it is IE7.

Click the following video for an overview of the process for creating a storyboard.
To create a storyboard
Perform the steps listed in the following table to create a storyboard:
Stage Action Steps
1 Create the
storyboard 1. On the BMC Remedy Smart Reporting main navigation bar, select Create> Storyboard.
2. On the Storyboard Setup screen, select a theme, provide the required details, and then click
Save.
The Title and Description that you provide here are displayed in the content list on the Browse
page (see page 812).
A theme is default styling of the storyboard. For more information about creating themes, see
Storyboard themes (see page 1720).
3. Click Save.
2 Add slides
by selecting 1. From the left menu bar, click the Slide icon.
from 2. Click the Add icon (+) at the end of the slide list.
templates 3. Select a template from the Select Template menu. See Slide templates (see page 1114).
4. Provide a Title and a Subtitle for the slide.
5. Click Add.
3 Add content
to the slide 1. Depending on the slide type, add the required content.
For more information content types and method to add content, see Adding slide content in
storyboard (see page 1116).
2. If required, add an associated content slide (see page 1115).
For method to add associated content, see Adding associated content (see page 1118).
4 (Optional)
Apply slide 1. From the top menu bar, navigate to Slide > Settings.
settings 2. Apply settings to define the title, subtitle, content type, and so on for the slide.
3. Click Submit.
For more information about slide settings and the method to apply settings, see Applying slide settings in
storyboard (see page 1119)
5 (Optional) Apply storyboard settings to define style, data and access settings for the storyboard.
Apply For information about available storyboard settings, and method to apply settings, see Applying
storyboard storyboard settings (see page 1121).
settings
6 Apply filters Add the following filters to restrict the data displayed in the storyboard:
to reports in
the Report filters—for specific reports on slides
storyboard Global filters—for all reports in the storyboard
For more information, see Applying filters to reports in a storyboard (see page 1122).
7 Use social Optionally, use the social collaboration options (see page 1125) to add comments and notes to slides.
collaboration
options
8 Save the
storyboard 1. From the top menu bar, click Storyboard > Save.

2.
Stage Action Steps
2. In the Save storyboard pop up window, provide or update the required details.
By default, the Category is BMC Remedy Operational Reporting, and the subcategory is Draft. For
information about Category and Sub Category, see Content categories (see page 1706).
3. Click Draft to save the storyboard in draft state.
The storyboard remains in Draft Storyboard status until you activate it. You can locate the
storyboard by navigating to Browse > BMC Remedy Operational Reporting > Draft Contents. You
can choose to activate the storyboard at a later time.
9
1. Browse and open a storyboard that you want to activate.
Activate the 2. Click Storyboard > Save.
storyboard 3. In the Save Storyboard popup window, update the Title, Description, and Category of required.
The default category is BMC Remedy Operational Reporting.
4. Select a Subcategory other than Draft Contents, under which you wish to save the storyboard. For
example, Incident Management or Change Management.
The Activate button appears only after you select a category other than Draft Contents.
5. Add tags if required.
6. Click Activate.
The active storyboard opens in present mode. You can locate the storyboard from the Browse section of
BMC Remedy Smart Reporting, under the subcategory you had selected earlier. Once you activate a
storyboard, the status changes from Draft Storyboard to Public or Private, based on the settings you
have applied.
Once you create and activate a storyboard, users having access to the storyboard can view the
storyboard and perform different actions such as sharing, exporting, adding comments and notes,
and so on.
To preview a storyboard
While editing a storyboard you can preview it. Clicking Present Mode on the bottom menu bar
opens the Save Storyboard pop up window. After you enter the required details, and save the
storyboard as draft, it opens in the preview mode.
While previewing a storyboard, clicking Edit on the bottom menu bar provides the options to edit or
save the storyboard. For information about the editing options, see Editing a storyboard (see page
1123).

For information about different editing options, see Editing a storyboard (see page 1123).
For information about using the different storyboard features, such has exporting, sharing, and so
on, see Using a storyboard. (see page 1125)
Slide types
Several types of slide are available in storyboard, each designed for a specific purpose. This topic
provides the following information:
Slide templates (see page 1114)

Associated content slide (see page 1115)

Slide templates
The following table lists the available slide templates and provides a brief description of each slide
type:
Description of slide templates
Title Content
The first slide of a storyboard that introduces the presentation. This slide is added Displays a combination of text and rich
by default when you create a storyboard. There is only one Title slide for each content such as report, image, video, or
storyboard. The name of the storyboard is same as the title text, which you can text. The slide contains two panels, which
change from storyboard settings (see page ) or from the slide settings (see page you can resize and reposition.
1120).
Tip: Use a date as the subtitle text of this slide to identify between different versions
of a storyboard.
Section Rich Content only
The first slide in every section that introduces a section in the storyboard. The title of Displays only rich content such as report,
a section slide is listed as main heading in the Table of Contents slide. image, or video. By providing more room
for display, this slide type adds emphasis
Tip: Use only one Section slide for each section.
to the rich content type. It does not
contain any custom text, other than the
standard slide title and the subtitle.
Table of Contents Text Only
Enables navigation within the storyboard. The list items are auto-generated by using Displays only text content. You can format
the title text of each slide in the storyboard. By default, the title of this slide is 'Table the text by using different formatting
of Contents', however, you can change it from the slide settings. The first item in the options.
list is the Title slide. The main list items are titles of section slides in the storyboard.
The list items under a section are the titles of slides within that section. Click a list
item to navigate to that slide.
Note: An Associated Content slide is not listed in the table of contents.

Description of slide templates
Layout of the content list
A two column layout contains the list items that exceed the standard slide length. In
such a case, the slide extends and a scroll bar appears. A vertical rule separates
each column. A horizontal rule separates each section. You can define the color
and formatting options for this slide in the Main Theme (see page 1722) section of
the Theme Builder.
Tip: To make the Table of Contents slide most effective, place it just after the Title
slide.
Quote Image
Displays only a small amount of text such as a quote or major point. Displays only a full size image.
Associated content slide
Associated content slide contains information supporting the main content, which is not required on
the main content slide. One main slide can have multiple associated content slides. A link on the
bottom of a main content slide displays the title of the Associated Content slide. Clicking the link
opens associated content slide. The following image shows the links at the bottom of the slide
while creating the storyboard.
An associated content slide can be one of the following slide types:
Content slide
Rich Content Only slide
Text only slide
When you view the associate content slide, the title or subtitle is not displayed.

Related topics
Adding associated content (see page 1118)
Adding slide content in storyboard (see page 1116)
Applying slide settings in storyboard (see page 1119)
Adding slide content in storyboard

Depending on the type of slide you use, you can add some or all types of content to each slide.
The following content types are available :
The following image shows a content slide, which can have all types of content:
Content Description
type
Text Free text that can be formatted.
To add text:
1. Click inside a text panel.

2. Type your text
3. Apply formatting options from the formatting toolbar that appears.
The following graphic shows the available formatting options:

Content Description
type
Report Fully functional BMC Remedy Smart Reporting reports that you can drill down view detailed data. You can also add filters to view
specific data.
To add a report:
1. Hover over a rich content panel on a slide.
2. Click the Report icon .

3. Search and select a report, and drag and drop it to the rich content panel.
You can perform the following actions on reports:
Edit—Choose to display the report as a chart, table or both. From the Slide Settings popup window that appears, select an
option from Display Data As options.
Delete—Remove the report from your slide.
Image An image of any type.
To add an image:
1. Hover over the rich content panel
2. Click on the Image icon .

3. Select an existing image from the Image Manager, or upload a new one.
4. Drag and drop the selected image on the rich content panel.
You can perform the following actions on an image:
Edit—Select an image scaling option from the Slide Settings menu. From the Fit view menu select one of the following settings:
Full Size — Uses full size of the image on the slide. Any part of the image that exceeds the image panel is removed from
view.
Stretch Width — Stretches the image so that it matches the width of the image panel, maintaining the original aspect
ratio.
Stretch Height — Stretches the image so that it matches the height of the image panel, maintaining the original aspect
ratio.
Fit View — Forces the image to be of the same height and width as that of the image panel. This option does not
maintain the original aspect ratio.
Delete—Remove the image from a slide.
Video A YouTube or Vimeo video. Currently you can use the following types of URLs:
YouTube browser URL — Directly from the browser address bar when viewing the video.
YouTube short URL — Through the Share option on the video.
Vimeo browser URL — Directly from the browser address bar when viewing the video.

Content Description
type
To add a video:
1. Hover on the rich content panel.
2. Click the Video icon .

3. Enter the video URL in Add Video popup menu
4. Click Save.
You can perform the following actions on a video:
Edit—Enter or update the video URL in the Add Video popup window,
Delete—Remove the video from the slide.
Related topics
Slide types (see page 1113)
Adding associated content (see page 1118)
Adding associated content
1. When editing a storyboard, from the bottom left corner of the slide, click the + Associated
Content link.
2. From the Select Template menu, select a slide type.
3. In the Add Associated Slide popup window, enter the Title, and click Add.
4. Add the required content to the associated content slide.
5. Close the slide by clicking the cross icon (X) from the top right corner.
At the bottom of the parent content slide, a link to the associated content slide appears.
6. Repeat the procedure to add another associated content slide.

Related topic
Applying slide settings in storyboard

Depending upon the type of slide, you can apply various settings to slides in a storyboard.The Slide
> Settings menu on the top menu bar of a storyboard provides different slide setting options.
To apply slide settings
1. While editing a storyboard, open a slide for applying settings.
2.
2. From the top menu bar, select Slide > Settings.

3. Apply different settings to the slides from the Slide Settings popup menu that appears.
4. Depending on the slide type, different slide settings are available. For details about available
settings, see Slide settings for each slide type (see page 1120)
5. Click Submit to save the slide settings.
Slide settings for each slide type
In the following table sign denotes that a setting is available, and a sign denotes that a
setting is not available for a particular slide type.
Tip
Press F to view the table in full screen mode. Press Esc to exit the full screen mode.
Setting Additional information Title Section Table of Quote Content Rich Text Image
slide slide contents slide slide Content Only slide
slide Only slide
slide
Title The slide title that you add is displayed in

the title text area on a slide. The same
title is used for navigation in the Table of
Contents slide.
Note: For a Quote slide, the title is not

displayed in the title text area on the
slide.
Hide None.
title text
Subtitle The slide subtitle that you add is

displayed in the subtitle text area on a
slide.
Hide None
subtitle
text
Color The Section Theme which defines the

colors used in a section. See Section
Theme (see page 1733).
Quote The quote to be displayed on a Quote

slide.
Attribute The quote attribute to be displayed on a

Quote slide.
Slide When you change the slide type, the

type type of content that you can add to a
slide also changes.

Related topics
Adding slide content in storyboard (see page 1116)
Applying storyboard settings

While creating a storyboard, you can apply different style, data, and sharing settings. Apply
settings to a storyboard from Storyboard > Settings menu of the top menu bar:
You can define the following settings for a storyboard:
Setting Description
Style settings
Settings The thumbnail image, storyboard name, and description that you provide here is displayed on the Browse page in BMC
Remedy Smart Reporting.
From the top menu bar, select Storyboard > Settings, and enter the required details.
Theme Apply or change the storyboard theme (see page 1720). If you change the theme of a storyboard, you must select a new
section theme (see page 1733) for each section slide from the slide settings (see page 1119) menu.
From the top menu bar, select Storyboard > Settings > Theme, and select the desired theme from the available
themes.
Note: The Storyboard > Theme menu also provides the same functionality.
Data settings
Global The global filters apply to all reports in the storyboard, and work similarly to dashboard filters (see page 842) that are
filters shared across all reports on a tab
From the top menu bar, select Storyboard > Settings > Global Filters to define the global filters. For a detail procedure,
see global filters. (see page 1123)
Note: The Storyboard > Global Filters menu also provides the same functionality.
Refresh Refresh the data in a snapshot report in your storyboard.

data

Setting Description
A snapshot report saves the result set of your current report with the drill paths and filters that you apply. A snapshot
report is a static report, meaning that you can no longer interact with it. It is designed to preserve a result set at a point
in time to use for later comparison. To refresh the data in a snapshot report, select the snapshots you wish to refresh
and click Refresh. For more information, see Snapshots (see page 1035).
To refresh data in snapshot reports:
1. From the top menu bar, select Storyboard > Settings > Refresh Data.
2. Then select the snapshots reports you wish to refresh and click Refresh.
Sharing settings
Access Restrict access to designated users of the system by adding collaborators to work on the same storyboard. You can
define the following access settings:
Make the storyboard Public or Private

Define the permissions for individual users on the storyboard. Users can have Read, Update, or Delete
permissions.
To provide access to other users:
1. From the top menu bar, select Storyboard > Settings > Access.
2. Select users or user groups to provide access.
3. Select the type of access and click Save.
Note: The Collaborate > Collaborators menu also provides the same functionality.
Related topics
Creating a storyboard (see page 1111)
Editing a storyboard (see page 1123)
Applying filters to reports in a storyboard

This topic provides information about the following types of storyboard filters:
Report filters (see page 1122)

Global filters (see page 1123)
Report filters
Report filters restrict the data displayed on a report that is added to a slide, without affecting any
other reports in the storyboard. You can add report filters when you create a storyboard or view it.
To add report filters, select the Filters option from the left menu bar and select the available filters.
The report displays refreshed data when you apply the filters.
Note
The Filters option is enabled only if the report contains user prompt filters.

The following image shows a report filter which selects only Assigned or In Progress incidents.
Global filters
Global filters restrict the data by a single set of values in all reports in a storyboard. You can apply
global filters only when you are editing a storyboard. Once you apply global filters, the restrictions
apply to all the reports, and you cannot change the filters when you view the storyboard. Global
filters are available only if the reports contain any user prompt filters that are available globally for
all reports added to the storyboard. The reports can also have other report filters specific to that
particular report.
To apply global filters
1. On the top menu bar, click Storyboard > Global Filters.

2. Select a report from the Reports list.
3. From the Filters list, select all the filters that you want to set as Global filters.
4. From the Linked Reports list, select a report and select the equivalent filter for the report
being linked.
5. In the Linked Reports list, click Save to link the reports and filters.
6. Repeat steps 2 through 5 so that all reports are linked to the enabled filter.
7. On the Storyboard Settings popup window, click Close.
When you view the storyboard, you can apply the Global filters from the Filters menu in the left
menu bar on the Title slide of the storyboard.
Editing a storyboard
You can edit an existing storyboard to create a new copy, create a new version, or edit the existing
storyboard. This topic provides the follwoign information:

Copying a storyboard (see page 1124)

Creating a new version of a storyboard (see page 1124)
Editing current storyboard (see page 1124)
Saving a storyboard while previewing (see page 1124)
Adding, deleting, or copying slides in an existing storyboard (see page 1125)
Copying a storyboard
Copying a storyboard creates a separate copy of the storyboard,and opens in edit mode to make
the required changes. The copied storyboard has the name of the original storyboard, appended
with the word "(Copy)". The updates you make to the copy do not affect the original storyboard.
The copied storyboard is not linked to the original storyboard from the Version History menu in the
left menu bar.
You can create a copy in the following ways:
While editing—Select Storyboard > Copy from the top menu bar.
While viewing—Select Edit > Copy from the bottom menu bar.
When you copy a storyboard, the access settings are not copied.
Creating a new version of a storyboard

Creates a new version of the current storyboard and links it to the original version. You can make
the required changes to the new version and save it as draft or activate it. You can view all the
versions of a storyboard through the Version History menu in the left menu bar while viewing it.
The draft copy of the new version resides in the same location as that of the previous active
version. You must activate the new version for the updates to be available to other users.
To create a new version while viewing a storyboard, select Edit > Create New Version from the
bottom menu bar.
Editing current storyboard

Opens the current version of a storyboard in edit mode to make the required changes. If a
storyboard is not active yet, only the draft copy is available for editing. If a storyboard you are
editing was already activated earlier, separate draft and active copies reside in the same location
as that of the active storyboard. Once you activate the draft copy, it is merged with the active copy.
To edit the current storyboard while viewing a storyboard, select Edit > Edit Current from the
bottom menu bar.
Saving a storyboard while previewing

An additional option to save the Storyboard is available when you are previewing a draft version of
the Storyboard.

Click Edit > Save Storyboard. Then enter the details in the Save Storyboard popup window that
appears when you select this option, and save the storyboard as draft, or activate it (see page 1113)
.
Adding, deleting, or copying slides in an existing storyboard

While editing a storyboard, you can add new slides, remove existing slides, or copy the slides from
the same storyboard.
The Slide option in the top menu bar provides the following options:
New—Add a new slide to a storyboard by selecting a slide template. A new slide is added
after the current slide. See Slide types (see page 1113).
Delete—Remove the current slide from your storyboard after confirmation.
Copy—Create a copy of the current slide. The title of the copy slide is same as the original
slide followed by "(Copy)". You can change the title of a slide from the slide settings. You
cannot copy a title slide because there can be only one title slide per storyboard.
Related topic
Using a storyboard
Once you create a storyboard, you can use it for presentation and perform different actions on it.
Using the social collaboration options (see page 1125)

Sharing a storyboard with other users (see page 1126)
Exporting a storyboard (see page 1126)
Making a storyboard favorite (see page 1126)
Adding report filters (see page 1126)
Viewing version history (see page 1127)
Deleting a storyboard (see page 1127)
Using the social collaboration options

Use various social collaboration options available while editing or viewing a storyboard. The
following social collaboration options are available from the right menu bar:
Comment and Comment Threads—Add comments to a slide, view previous comments,

respond to comments and so on. The Storyboard comment options work similarly to the
comments on Reports. See Comments (see page 1101) for more information.
Comments Subscribe—Subscribe to a comment feed. When you subscribe to comments,
you get a email notification when other users add comments to slides. The email is sent to
the BMC Remedy Smart Reporting inbox.
Slide Note— Add private notes on selected slides during a presentation. When you add a
note, a flag appears on the slide. Click the flag to view the note or delete it.

Sharing a storyboard with other users

Distribute or email a storyboard with other users who have access to the storyboard. The Share
option from the bottom menu bar is available when you view a storyboard.
Distribute
The recipients receive a notification in their BMC Remedy Smart Reporting Inbox, from where they
can access the storyboard. The storyboard also appears on the timelines of recipients. To
distribute a storyboard, add recipients, and optionally enter a message. You can add the
storyboard URL in the message, which provides the users a direct method to access the
storyboard.
To distribute a storyboard:
1. Click Share form the bottom menu bar, and then select Distribute option.
2. Add the recipients and a message, and then click Ok.
Email
Share a storyboard with other users in an email. You can email a storyboard in the PDF format, or
send an URL.
To email a storyboard:
1. Click Share form the bottom menu bar, and then select Email option.
2. Add recipients and select a format.
3. (Optional) Change the storyboard name and enter a message.
4. Click Ok.
Exporting a storyboard
Export a storyboard to PDF format while creating or viewing it. You can also choose to include the
comments on the slides in the PDF export.
To export a storyboard while creating or viewing it, click Export from the bottom menu bar.
Making a storyboard favorite

Add the storyboard to your Favorites list on the BMC Remedy Smart Reporting home page. The
favorite option is available when you create or view a storyboard.
To mark a storyboard as favorite, click the star next to the storyboard name on the bottom menu
bar. To remove a storyboard from the Favorites list, click the star once again.
Adding report filters

Apply user prompt filters available on a report added to a current slide while creating or viewing a
storyboard.

To add report filters, select the Filters option from the left menu bar. For more information, see
Report filters (see page 1122).
Viewing version history

View the version history of a storyboard, along with creation date and the number of comments for
each version. The Version History option is available only when you view a storyboard.
To view the previous versions, select the Version History option from the left menu bar, and click
the version you want to view.
Deleting a storyboard
Delete a storyboard in the following ways:
While editing—Select Storyboard > Delete from the top menu bar.
While viewing—Select Edit > Delete from the bottom menu bar.
Once deleted, a storyboard is not accessible to other users with whom it was shared.
Working with a timeline feed

A timeline is your personalized view of events in BMC Remedy Smart Reporting. Events are
displayed as thumbnails on the timeline. A timeline might display the following events:
Reports you created or viewed

Your favorite content such as dashboards or storyboards
Any post you shared with other users
Your connection event with other users
Any interaction or discussion you took part in
Any alerts or notifications that need your attention.
For a complete list of events and scenarios, see Timeline events (see page 1130).
Related topics
Timeline events (see page 1130)
Customizing your BMC Remedy Smart Reporting user profile (see page 1148)
You can customize your BMC Remedy Smart Reporting user profile (see page 1148) by applying
various settings. You can keep your timeline public so that all users can view your activity, or make
it private so that other users can access your timeline only upon request. You must accept the
request before another user can view contents on your timeline.

You can view older activity by scrolling toward the right side of the timeline, while the left-most side
of the timeline feed shows the latest activity.
You can perform the following actions with timelines:
Access your own timeline (see page 1128)

Access the timeline of another user (see page 1128)
Open timeline content (see page 1128)
Filter timeline content (see page 1128)
Add a post to a timeline (see page 1128)
View the discussion thread of a timeline post (see page 1129)
Reply to a timeline post (see page 1130)
Mark a timeline post as insightful (see page 1130)
Delete a timeline post (see page 1130)
The following table describes these actions:
Action Description Steps
Accessing You can access your timeline from anywhere

your own within BMC Remedy Smart Reporting. After logging in to BMC Remedy Smart Reporting—If you
timeline set the timeline page as the Entry Page in the display
For information about the content displayed on preferences (see page 1149) from your profile settings, the
your timeline, see Timeline events (see page timeline page is the default landing page.
1130). From other areas in BMC Remedy Smart Reporting such
as Dashboard or Browse—You have the following options:
Click your name on the top navigation bar.
Click the small arrow next to your name on the top
navigation bar, and click Timeline.
Accessing The view you have of someone else's timeline

the feed depends on the following factors: If the other user's timeline is public, navigate to the
timeline of
another The security permissions the other user
Connections tab from your user profile, locate
user has applied to the timeline
the user, and click the thumbnail for that user.
Your connection with the other user
If the other user's timeline is private:
1. Create a connection (see page 1139) with the user.
If the timeline is public, you can view it directly.
2. From your Connections tab, locate the user and
However, if the timeline is private, you must first
click the thumbnail for that user.
connect with the other user and the user must
approve the connection request.
Opening While viewing events on a timeline feed, you Click the thumbnail for the timeline content you want to open.
timeline can directly open associated content such as
content reports, dashboards, and storyboards. The
content opens outside of the timeline.
Filtering Instead of scrolling through the entire timeline

timeline feed, you can filter its displayed events to easily 1. On the timeline, under the user's profile image and
content find relevant events. summary, click Filter.
2. Select types of events from the list or enter a keyword in
the search box, and click Filter.

1.
Adding a You can post comments or updates on the 1. Navigate to the timeline you want to post to.
post to a following timelines: You can post to your own timeline or another user's
timeline timeline.
Your own timeline 2. Type a comment in the text box at the top of the timeline.
Timelines of other users with whom you 3. (Optional) Attach content such as report, dashboard tab,
are connected storyboard, or URL to the post.
Timelines of other users with whom you Content options for attaching to the post
are not connected, but only if they have
defined their timeline as Public in their Report—Click Attach a Report ; drag a
Notification & Privacy (see page 1148) report to the text box.
settings. Dashboard tab—Click Attach a Dashboard Tab
Note: When you post to your own timeline and ; drag a dashboard tab to the text box.
share the post with specific users, those users
can view the post on their timeline only if they Storyboard—Click Attach a Storyboard ;
have added you as a connection. drag a storyboard to the text box.
URL—Click Attach a URL ; enter the URL

of an external reference that is relevant to the post.
4. Define the type of thread, such as Update, Opportunity, or
Issue; click the down arrow .

Options for type of post
Update—General post for updating other users
about your current work or progress. This type is
the default.
Opportunity—Post for discussing positive ideas or
opportunities with other users.
For easy identification, the post has a blue flag,
labelled Opportunity, on the bottom right side.
Issue—Post for discussing issues with other users.
For easy identification, the post has a red flag,
labelled Issue, on the bottom right side.
5. (Optional) Share the post with specific people by making
it private; click + Add people to make private.
By default, the post is public; that is, all members who
have access to the timeline can view the post.
6. (Optional) Apply settings to the post; click Settings .

Options for thread settings
Post Reason—Specify whether the thread is an
Update, Opportunity, or Issue.
Requires Decision—Select On to conduct a poll.
Other users can propose a resolution to your post
and vote for a useful resolution. You can accept or
reject a resolution. After you accept a resolution,
the thread is marked as Resolved.
Due Date—Select a date by which a decision must
be made.
This option is enabled only when you set Requires
Decision to On. If resolutions are not provided and
accepted by the due date, the thread is marked as
Resolution overdue.
7. Click Post.
A new post is added to the timeline.

Viewing a You can view all replies added to a timeline View the entire discussion of a timeline post by clicking the post.
timeline post. The entire discussion opens in a separate
post panel.
Note: You can change the sort order of replies

by clicking Reply Date.
Replying You can post replies to any timeline post that

to a you are a part of and collaborate with other 1. On the thumbnail for a post on the timeline, click Reply
timeline users. Your reply is displayed below the post; and enter your reply in the text box.
post the latest reply is displayed at the end of the 2. (Optional) Attach content such as a report, dashboard tab,
list. storyboard, or URL to the post.
3. Click OK to post the response.
Note: You can change the sort order of replies
by clicking Reply Date.
Marking a If you find a post relevant to you, and if you

timeline were not the original creator of the post, you To mark a post as insightful, view the post and click
post as can mark it as insightful.
insightful Insightful .
The icon changes to orange, indicating that you have
marked it. The count displayed at the top-right side of the
post, beside the light bulb icon , increments.
To remove the insightful mark, click Insightful

again.
The icon changes to gray, indicating that you have
removed the mark. The count displayed at the top-right
side of the post, beside the light bulb icon ,

decrements.
Deleting a You can delete posts from your timeline and

timeline from other users' timelines. When you delete Click Delete on the thumbnail for a timeline post, and
post your post, it is removed from timelines of other confirm the deletion.
users with whom you shared it.
Timeline events
A timeline displays a variety of events from BMC Remedy Smart Reporting that are related to you,
depending on your settings. It also provides an interface for you to interact with other users. You
can access your own timeline (see page 1128) or access another user's timeline (see page 1128) to
view the events on the timeline feed.
The view you have of your own timeline feed contains the events related to you, your connections,
and some major system events. You can open content such as reports, dashboard, and so on from
any event, or collaborate with other users by posting updates and comments, and responding to
other users' comments.
Related topic

Working with a timeline feed (see page 1127)
The view you have of someone else's timeline feed depends on the following factors:
The security permissions the other user has applied to their timeline
Your connection with the other user
You can restrict another user's ability to view your timeline by selecting appropriate Notification &
Privacy options when you customize your BMC Remedy Smart Reporting user profile (see page
1148).
If the user whose timeline you want to view has set their timeline as private, you must request to
connect with the user (see page 1139). The user must approve (see page 1139) your connection
request before you can view that user's timeline. You can see events that relate only to the user
you are viewing, and not for any other users.
This topic provides information about events that are displayed on a timeline feed, and what can be
seen in each of the views. Information about the following events is provided:
Dashboard events (see page 1131)

Discussion events (see page 1132)
Report events (see page 1133)
Storyboard events (see page 1135)
User profile events (see page 1136)
Miscellaneous events (see page 1137)
Tip
In the tables that follow, indicates that an event is visible on a timeline and
indicates that the event is not visible.
Dashboard events
View the dashboard events
Event Your view of your Someone else's view of your

timeline timeline
Dashboard View
You view a dashboard tab (tick) (tick)
Dashboard Creation
You create a dashboard tab (tick) (tick)


timeline timeline
Someone else creates a dashboard tab (tick) (error)
Dashboard Use
You add a tab to your dashboard (tick) (tick)
Someone you are connected to adds a tab to their dashboard (tick) (error)
Dashboard Updates
You update a dashboard tab (tick) (tick)
Someone updates a tab you create (tick) (error)
Someone updates a tab on your dashboard (tick) (error)
Dashboard Distribution
You distribute a dashboard tab to a user (tick) (error)
Someone else distributes a dashboard tab to you (tick) (error)
Discussion events
View the discussion events
Event Your view of your timeline Someone else's view of your timeline
Discussion Creation
You create a new discussion group (tick) (tick)
Someone creates a new discussion group (tick) (error)
Discussion Invites
You are invited to join a discussion group (tick) (error)
You join a discussion group (tick) (tick)
Someone you are connected to joins a discussion group (tick) (error)

Someone joins a discussion group you are a member of (tick) (error)
Discussion Posts
You posts in a discussion group (tick) (tick)
Someone posts in a discussion group you are a member of (tick) (error)
Report events
View the report events

timeline timeline
Report View
You view a report (tick) (tick)
Report Creation
You create a report (tick) (tick)
Someone creates a report (tick) (error)
Report Bookmarks & Snapshots
You create a report bookmark (tick) (tick)
You create a report snapshot (tick) (tick)
Report favorites
You add a report to your favorites (tick) (tick)
Someone you are connected to adds a report to their favorites (tick) (error)
Report Updates
You update a report (tick) (tick)
Someone updates a report you created (tick) (error)
Someone updates a report you are subscribed to


timeline timeline
(tick) (error)
Report Distribution & Broadcast
You distribute a report to a user (tick) (tick)
Someone distributes a report to you (tick) (error)
You receive a broadcast report (tick) (error)
You comment on a report (tick) (tick)
Report Comments
Someone you are connected to comments on a report (tick) (error)
Someone comments on a report you are subscribed to the (tick) (error)

comments on
Someone comments on a report you have set as a favorite (tick) (error)
Report Approval
You request approval for a report (tick) (error)
Someone requests a report to be approved by you (tick) (error)
Your report is approved (tick) (error)
Your report is rejected (tick) (error)
You approve a report (tick) (error)
You reject a report (tick) (error)
Report in Draft
You notify someone that a dashboard report is in draft mode (tick) (error)
Someone notifies you that a dashboard report is in draft mode (tick) (error)

Storyboard events
View the storyboard events

timeline timeline
Storyboard View
You view a storyboard (tick) (tick)
Storyboard Creation
You create a new storyboard (tick) (tick)
Someone creates a new storyboard (tick) (error)
Storyboard Favorites
You add a storyboard to your favorites (tick) (tick)
Someone you are connected to adds a storyboard to their (tick) (error)

favorites
Storyboard Updates
You update a storyboard (tick) (tick)
Someone updates a storyboard you created (tick) (error)
Storyboard Comments
You comment on a storyboard (tick) (tick)
Someone you are connected to comments on a storyboard (tick) (error)
Someone comments on a storyboard you are subscribed to (tick) (error)

comments on
Someone comments on a storyboard you have set as a favorite (tick) (error)
Storyboard Distribution
You distribute a storyboard to someone (tick) (error)
Someone distributes a storyboard to you (tick) (error)

User profile events

View the user profile events

timeline timeline
Connection Requests & Approvals
You connect to another user (tick) (tick)
Someone connects to you (tick) (tick)
You request to connect to another user (tick) (error)
Someone requests to connect to you (tick) (error)
You accept a connection request from someone (tick) (tick)
Someone accepts a connection request from you (tick) (tick)
Connection Deletions
You delete a connection to someone (tick) (error)
Someone deletes a connection to you (tick) (error)
Connection Rejections
You reject a connection request from someone (tick) (error)
Someone rejects a connection request from you (tick) (error)
Timeline Posts
You post a message to someone's timeline (tick) (tick)
Someone posts a message to your timeline (tick) (tick)
Someone you are connected to posts on their own timeline (tick) (error)
Someone you are connected to replies to a post on a timeline (tick) (error)

Miscellaneous events
View the miscellaneous events
You upload a new image (tick) (tick)
You load a new CSV file (tick) (tick)
Someone loads a new CSV file (tick) (error)
You create a new view (tick) (tick)
Someone creates a new view (tick) (error)
Accessing and managing your favorite content

The Favorites tab displays thumbnails of content from BMC Remedy Smart Reporting that you
have marked as favorites. You can mark the following content types as favorites:
Reports
Bookmarks —These are your favorite bookmarked reports. While marking a bookmarked
report as favorite, you can select a bookmark you created earlier. The report name is
appended with the bookmark name.
Bookmarks help you save drill paths and filter values you have currently applied to a report.
For more information about adding bookmarks to a report and using them, see Bookmarks
(see page 1030).
Storyboards
The Favorites tab also includes, under the New list, any new content created in BMC Remedy
Smart Reporting. You can also mark this content as a favorite.
The following table describes actions you can perform to manage your favorite content:
Action Steps
Marking content as a favorite

Locate an item under the New list, and click Add to Favorites on its thumbnail.
Note: You can mark favorite content such as a report or storyboard while viewing it, by
clicking Favorites (the star icon).
Opening favorite content Click the thumbnail for the favorite content.
The content opens outside the Favorites area.

Action Steps
Showing or hiding details of

favorite content
Click Show Info on the thumbnail of the favorite content.
Click Hide Info on the thumbnail of the favorite content.
Removing content from your

Favorites list Click Delete on the thumbnail of the content in the Favorites list and confirm the
removal.
Viewing and managing subscriptions

The Subscriptions tab in BMC Remedy Smart Reporting displays content to which you are
subscribed. The tab shows the following subscription options:
Report Subscription—Works like a personal broadcast. Notifications are sent only to you.
For more information, see Subscription (see page 1025).
Report Comment Subscription—Comments that are added to reports.
Storyboard Comment Subscription—Comments that are added to storyboards. For more
information, see Using the social collaboration options in storyboard (see page 1125).
Managing your subscriptions from the Subscriptions tab involves the following actions:
Action Steps
Opening subscribed content Click the thumbnail for the subscribed content.
The content opens outside the Subscriptions area.
Editing subscription details

Click Edit on the thumbnail for the subscription, update the details in the pop-up
window, and click Save.
Deleting a subscription you no

longer require Click Remove on the thumbnail for the subscription, and confirm the removal.
Connecting with other users in BMC Remedy Smart Reporting

The Connections tab in the BMC Remedy Smart Reporting timeline provides an interface for you to
connect with other users in BMC Remedy Smart Reporting. When you connect to other users, you
can see their activity on your timeline, post to their timeline, and interact with them. By default, you
are not connected to any users; however, you can find and add new connections. If other users set
their timelines as private, you must send connection requests, and they must approve your
requests before you can view their timelines. You can also remove any existing connections.
You can perform the following actions to manage your connections:
Create a new connection (see page 1139)

Approve a connection request (see page 1139)
Reject a connection request (see page 1139)

Remove an existing connection (see page 1139)
Creating a By default, you are not connected to other users. You can connect to other
new users from the Connections tab by using the following methods: 1. Navigate to the Connections
connection tab and locate the user
Searching for users from the Search box using whichever of the
Selecting users from the Suggested list following methods you
prefer:
The Suggested list appears until you search for a user from the Search box. Search for other
When you type a user name in the Search box, the Suggested list is replaced users from the Search
with the search results. box—Type all or part
of the user name in
Note: If other users set their timelines as private, when you connect to them,
the search box and
they must approve your connection request. Until they approve your request,
they will appear in your connections list with a Pending label.
click Go .
Locate the user listed
under My
Connections.
Review the
Suggested list to
locate the user.
2. Click Connect to this user
on the thumbnail.
Approving If you set your timeline as private, other users cannot connect with you Navigate to your timeline, click the
a directly. When they connect with you, you receive an approval notification
down arrow on the
connection through your timeline. You can approve their request so that they can see
connection notification, and select
request your activity. Users cannot view your timeline until you approve their
Approve.
connection request, and your connection will be marked with a Pending label
in their timeline.
When you approve the connection request, your timeline displays the
connection event.
Note: Upon approving a connection request, you are added as a connection

on the other user's Connections tab. Your Connections tab does not add the
user automatically; you must add the user as a connection separately.
Rejecting If you set your timeline as private, other users cannot connect with you Navigate to your timeline, click the
a directly. When they connect with you, you receive an approval notification
down arrow on the
connection through your timeline. You can reject connection requests from users you do
connection notification, and select
request not want to connect with, so that they cannot see your activity.
Reject.
When you reject a connection request, your timeline displays the connection
event. The user requesting the connection also receives a notification on their
timeline to inform them that the request was rejected.
Removing You can remove connections with users you no longer want to remain Navigate to the Connections tab,
an existing connected to. When you remove a connection with a user, the user can no
connection longer view your timeline if you have set your timeline as private. click Remove this connection
on a user thumbnail, and confirm
the removal.

Working with Discussions in BMC Remedy Smart Reporting

The Discussion feature in BMC Remedy Smart Reporting provides a platform for users to
collaborate. It brings BMC Remedy Smart Reporting users, content, and external links together for
viewing and discussing. By joining discussion groups that suit your interests, you can collaborate
with other users, participate in discussions, and post relevant content.
In the Discussion area, the My Topics section lists the discussion topics to which you have access.
The New section lists any new topics that are created. You can also search for discussions that
you are interested in and join those discussions. The Discussion and Timeline features are tightly
integrated so that updates about any posts added to a discussion you are a part of are shown on
your timeline.
To navigate to the Discussion area, in the top navigation bar in BMC Remedy Smart Reporting,
click Discussion.
Discussions in BMC Remedy Smart Reporting consist of the different components that are
arranged as the following tabs:
Component Description
The Discussion Topic tab is a container for discussion posts. It groups together a series of discussion threads
about one topic and the users participating in the discussions. This tab displays the main feed of the discussion,
Discussion along with all discussion threads and other activity. You can add a post, reply to a post, and view discussion
Topic (see threads.
page 1141)
The Discussion Content tab displays content such as Reports, Dashboards, and Storyboards posted in discussion
topics. Using this tab, you can view any content by clicking an item. The content opens outside the Discussion
Discussion area.
Content
(see page
1145)
The People tab lists users who are subscribed to a discussion topic and can post to that topic. Using this tab, you
can view existing members. If you are the creator or an administrator of the discussion topic, you can invite new
People members to join the discussion, set permissions, and remove or block members from the discussion topic.
(see page
1146)
The Settings tab provides options for configuring a discussion topic. Using this tab, you can define properties of a
discussion topic such as name and description, or delete the topic.
Settings
(see page
1147)

Working with discussion topics

The Discussion Topic tab is a container for discussion posts. It groups together a series of
discussion threads about one topic and the users participating in the discussions. This tab displays
the main feed of the discussion, along with all discussion threads and other activity. You can add a
post, reply to a post, and view discussion threads. For information about discussion threads, see
Using discussion threads to collaborate in discussion topics (see page 1142).
To enable you to create, edit, or delete a discussion topic, your role must have the required
permissions as assigned by your BMC Remedy Smart Reporting administrator.
Working with a discussion topic involves the following actions:
Create a new topic (see page 1141)

View a discussion topic (see page 1142)
Join a topic (see page 1142)
Leave a topic (see page 1142)
Edit a topic (see page 1142)
Delete a topic (see page 1142)
Related topics
Viewing content in discussion topics (see page 1145)
Managing the members in a discussion topic (see page 1146)
Applying settings for discussion topics (see page 1147)
Creating a When you create a new discussion, you can provide details such as a
new thumbnail image, a name and description, and tags that are suited to the 1. On the main navigation bar of
discussion content of the topic and will help you find content that matches your BMC Remedy Smart
topic interest. Reporting, select Create >
Discussion.
You can also define access permissions for the topic. The following options 2. In the Settings pane of the new
are available: discussion topic, add the
required details:
Public—Any users who have access to the Discussion area can see
a. Enter a name.
a discussion. However, a user must join the discussion to post to it. b. (Optional) Add a
Private—Only users who receive an invitation to participate can
description and tags.
view the discussion and post to it. If you set a discussion topic as
private, you must invite other users to join. For more information,
see Inviting Members (see page 1146).

c.
c. (Optional) On the
thumbnail image
placeholder under
Settings, click and

upload an image.
d. (Optional) Change the
access permission to
Private.
The default is Public.
3. Click Save.
Viewing a The Discussion area in BMC Remedy Smart Reporting lists all discussions From the main navigation bar of BMC
discussion to which you have access. You can view all public discussions; however, to Remedy Smart Reporting, click
topic view a private discussion, you must must be invited, and you must join the Discussions. In the Discussions area,
private discussion. click a discussion topic thumbnail.
Joining a You can join any public discussion topic; however, to join a private Navigate to the Discussions area and
discussion discussion topic, you must receive an invitation. Private discussions to
topic which you are invited are marked with a You're Invited label. click Add on a discussion topic.
Note: You can also join a private

discussion by accepting an invitation
from the notification on your timeline.
Leaving a You can leave discussion topics that you are no longer interested in. When Navigate to the Discussions area and
discussion you leave a public discussion topic, you can no longer post to it; however, click Unsubscribe from this
topic you can still view the discussion. Leaving private discussions means you
can no longer view the discussion or post to it. Discussion Topic for a
discussion topic.
Editing a You can edit the details of discussion topics that you have created. Navigate to the Discussions area and
discussion
topic click Edit . Edit the details and
save the changes.
Deleting a You can delete discussion topics that you have created. Navigate to the Discussions area and
discussion
topic and click Delete .
Note: You can also delete a topic

from the Discussion Settings (see
page 1147) tab.
Using discussion threads to collaborate in discussion topics

A discussion thread is a post that you create in a discussion topic (see page 1141) in BMC Remedy
Smart Reporting. A discussion thread contains an initial post, any replies posted by other users,
and any attached content. The Discussion Topic tab in a discussion lists all the discussion threads
within the topic.
Using discussion threads involves the following actions:
Create a new discussion thread (see page 1143)

View a discussion thread (see page 1144)

Reply to a discussion thread (see page 1144)

Mark a discussion thread as insightful (see page 1144)
Delete a discussion thread (see page 1145)
Related topics
Working with discussion topics (see page 1141)
Creating a If you are a member of a discussion topic, you can

new create a new discussion thread in the topic. 1. Open and view the discussion topic (see page 1142).
discussion 2. In the text box at the top of the page, type a
thread message.
3. (Optional) Attach content such as report, dashboard
tab, storyboard, or URL to the thread.
Content options for attaching to a thread
Report—Click Attach a Report , and

then drag a report to the text box.
Dashboard tab—Click Attach a Dashboard
Tab , and then drag a dashboard to

the text box.
Storyboard—Click Attach a Storyboard
, and then drag a storyboard to the

text box.
URL—Click Attach a link , and then

enter a URL to an external reference that is
relevant to the discussion.
4. Define the type of thread, such as Update,
Opportunity, or Issue, and then click the down arrow
.
Options for thread types
Update—A general post for updating other
users about your current work or progress.
This option is the default.
Opportunity—A post for discussing positive
ideas or opportunities with other users.
For easy identification, the post has a blue
flag, labeled Opportunity, at the bottom right.

Issue—A post for discussing issues with

other users.
For easy identification, the post has a red
flag, labeled Issue, at the bottom right.
5. (Optional) Share the post with specific people by
making it private: Click + Add people to make private
.
By default, a thread is public; that is, all members
who have access to the discussion thread group
can view the thread.
6. (Optional) Apply settings to the thread: Click Settings
.
Options for thread settings
Post Reason—Specify whether the thread is
an Update, Opportunity, or an Issue.
Requires Decision—Select On to conduct a
poll. Other users can propose a resolution to
your post and vote for a useful resolution.
You can accept or reject a resolution. When
you accept a resolution, the thread is marked
as Resolved.
Due Date—Select a date by which a decision
must be made.
This option is enabled only when you set
Requires Decision to On. If resolutions are
not provided and accepted by the due date,
the thread is marked as Resolution Overdue.
7. Click Post.
A new discussion thread is added to the discussion topic.
Viewing a You can view the discussion threads in a group to Open a discussion topic (see page 1142) and click a thread.
discussion which you have access. To enable you to view a
thread discussion thread, the thread must be public. If the
thread is private, you must be added to the discussion
before you can view it.
Note: You can change the sort order of replies by

clicking Reply Date.
Replying You can post replies to any discussion thread you are
to a a part of and collaborate with other users. Your reply 1. View a discussion topic (see page 1142).
discussion is displayed below the post; the latest reply is 2. On the thumbnail of the thread, click Reply, and
thread displayed at the end of the list. enter your reply in the text box.
3. (Optional) Attach content such as a report,
Note: You can change the sort order of replies by dashboard tab, storyboard, or URL to the post.
clicking Reply Date. 4. Click OK to post the response.
Marking a If you find a discussion thread relevant, you can mark

discussion it as insightful if you were not the original creator of To mark a thread as insightful, open a discussion
thread as the thread.
insightful thread (see page 1144) and click Insightful
.

The icon changes to orange, indicating that you

have marked it. The count displayed at the top-right
side of the post, beside the light-bulb icon ,

increments.
To remove the insightful mark, click Insightful
again.
The icon changes to gray, indicating that you have
removed the mark. The count displayed at the top-
right side of the post, beside the light bulb icon
, decrements.
Deleting a You can delete a discussion thread if you are the Open a discussion topic (see page 1142) and click Delete
discussion original creator or have administrator permissions for
thread the discussion group. on the thumbnail of a thread. Confirm the deletion.
For more information, see Managing member
Note: You can also delete a thread by opening it and
permissions (see page 1146).
clicking Delete.
Viewing content in discussion topics

The Discussion Content tab displays content such as Reports, Dashboards, and Storyboards
posted in discussion topics. Using this tab, you can view any content by clicking an item. The
content opens outside the Discussion area.
Viewing content in discussion topics involves the following actions:
Action Steps
Opening the content Click a thumbnail. The associated content opens outside the discussion topic area.
Viewing the content details

Click Show Info on a thumbnail.
You can view more details by clicking More> under the details on the thumbnail.
To hide the details, click Hide Info on the thumbnail.
Related topics

Managing the members in a discussion topic

The People tab lists users who are subscribed to a discussion topic and can post to that topic.
Using this tab, you can view existing members. If you are the creator or an administrator of the
discussion topic, you can invite new members to join the discussion, set permissions, and remove
or block members from the discussion topic.
By default, a creator of a discussion topic becomes an administrator of the topic. All members can
view the members of a topic; however, an administrator of a topic can perform additional tasks to
manage the members in a discussion topic.
As an administrator of a topic, you can perform the following tasks:
View members in a topic (see page 1146)

Invite users to join a topic (see page 1146)
Manage member permissions (see page 1146)
Remove members from a topic (see page 1147)
Block and unblock members from a topic (see page 1147)
Related topics
Viewing All members can view other members from the People tab; Open a discussion topic (see page 1142) and
members in however, only an administrator can invite or remove members
a topic and modify their permissions. click the People tab.
Inviting You can invite other users to become members of the topic.
users to a Invited members are listed on the People tab of the discussion 1. Open a discussion topic (see page 1142)
topic topic with an Invited status until they accept the invitation. When
an invited user accepts the invitation, the user is listed as a and click the People tab.
member. 2. Click + Invite people to this Discussion
Topic.
3. Search for users you want to add, and
then select them.
Managing You can manage member permissions by making other users View the members (see page 1146) of a topic,
member administrators or members of a discussion topic.
permissions click the down arrow next to a member
name, and select Administrator or Member.

Removing As an administrator, you can remove other members from a View the members (see page 1146) of a topic,
members discussion topic. Removed users cannot post to a topic. If the click X next to a member name, and then
from a topic topic is private, removed users can no longer view the topic. confirm the removal.
Blocking As an administrator, you can block or unblock users from a public

and discussion topic. Blocked users cannot view or post to a To block a user from a topic, view the
unblocking discussion topic. You can block users irrespective of their members (see page 1146), and click X
members in membership to a topic. Block People from this Discussion
a topic Topic. Search for the users you want to
When you block a user, the user is added to the Blocked People block, and select them.
list with a Blocked status. To unblock a user, view the members
(see page 1146); then, under the
When you unblock a user who was a member of the topic, the
Blocked People list, locate the user
user is added back to the Members list with a Member status.
and click X next to the name.
However, when you unblock a user who was not a member, the
user is removed from the Blocked People list.
Note: You cannot block members from a private discussion topic.

To restrict viewing of a private discussion topic, remove the
member from the topic.
Applying settings for discussion topics

The Settings tab provides options for configuring a discussion topic. Using this tab, you can define
properties of a discussion topic such as name and description, or delete the topic.
An administrator of a discussion topic who is different from the BMC Remedy Smart Reporting
administrator can perform these actions. By default, the creator of the topic becomes an
administrator of the topic who, in turn, can assign other members as administrators. For more
information, see Managing the members in a discussion topic (see page 1146).
Related topics
Applying settings for discussion topics involves the following actions:
Updating the You can update the display image, name, and topic of Open a discussion topic (see page 1142)
configuration discussion; add tags that suit the topic; and help users find the
settings of a topic. You can also define access to the topic as follows: and click Settings . Update the
discussion topic settings and then click Save.

Public—All users can view the discussion topic, but only

members can post to it.
Private—Only members can view and post to the
discussion topic.
Deleting a When you delete a discussion topic, it is removed from the Open a discussion topic (see page 1142),
discussion topic Discussion area for all members.
click Settings , and then click
Delete.
Customizing your BMC Remedy Smart Reporting user profile

The Settings tab in the BMC Remedy Smart Reporting user profile provides various settings to
customize your BMC Remedy Smart Reporting experience. From the Settings tab, you can update
your profile, manage your privacy, define your display and regional preferences, and specify how
you want to interact with BMC Remedy Smart Reporting.
The following table describes the available settings:
Setting Description
User Profile User profile settings enable you to define the way other uses see you in BMC Remedy Smart Reporting and
personalize your profile for other users to view. You can update your profile image, name and email address, job
title and description, and areas of interest.
Additonal information about user profile settings
The following user profile settings are available:
Setting Additional information
(Optional) The image is displayed on your timeline and next to any posts or comments you add. The
Profile Image displayed image is 250 pixels by 250 pixels, and you can select a section of the image to be
displayed.
First name, Your display name in BMC Remedy Smart Reporting, which is different from your login user
Last Name name.
Email Your email address for receiving broadcasts and notifications.
(Optional) Job The information displayed on your timeline under your profile image.
Title,
Description
(Optional) Tags applied to content in BMC Remedy Smart Reporting that are relevant to you. BMC
Interests Remedy Smart Reporting suggests content based on these selections.
For information about how your profile appears in BMC Remedy Smart Reporting, see User Profile (see page 774).
Note: Your BMC Remedy Smart Reporting password is the same as your BMC Remedy Action Request System
(BMC Remedy AR System) password. You cannot change your password from the Settings tab.
Notification Notification and privacy settings define who can connect with you, view your timeline, and post messages to your
& Privacy timeline. The following options are available for each setting:

Setting Description
Public—Everyone can connect with you, see your timeline without accessing private or secure content, and
post messages to your timeline.
Private—Other users must request to connect with you, and you must approve the request; only connected
users can view your timeline and post messages to it.
Display Display preference settings define the appearance of BMC Remedy Smart Reporting when you log in. You can
Preferences customize the layout to suit your requirements by defining the entry page, number of items in your draft and recent
content lists, dimensions of dashboard and browse page, and chart animation.
Regional Regional settings define how content is displayed in BMC Remedy Smart Reporting, based on your location and
Settings language. You can define the time zone, preferred language and language font, and date format.
Additional information about regional settings
The following regional settings are available:
Setting Additional information
Time Your time zone, if it is different from the time zone configured by the system administrator. Time
Zone zones are used with a time zone converter in reports and for scheduling in the system. For
example, in reports that display an incident's closure date and time, the time is displayed according
to your time zone setting.
Example
A service desk agent, Mary, closes incident INC00001 in at 12:00 noon Greenwich Mean Time
(GMT).
Two BMC Remedy Smart Reporting users, Allen and Harish, customize their regional settings.
Allen sets the time zone to America, Chicago (-6:00) and Harish sets the time zone to India
Region, Calcutta (+5:30). Allen and Harish view a custom report, Incident Closure Report, that
displays the time that incidents are closed. In Allen's view of the report, the closure time for
INC00001 is displayed as 6:00 A.M., whereas Harish sees the closure time as 5:30 P.M.
Preferred The language you prefer for displaying translated content, from a list of languages defined by a
Language system administrator. BMC Remedy Smart Reporting displays translated content as follows:
All text on the user interface is translated to the selected language.

Static data such as company name or incident summary is displayed in the language that
the user used in BMC Remedy AR System.
Dynamic data such as enumerated type fields (for example, Status and Priority) are
displayed in the language you set in the Preferred Language setting.
Notes:
This option is available only if Content Translation is enabled.

Out of all listed languages, Korean is not fully supported. If you select Korean, some
elements in the UI might not be translated.
Preferred The font you prefer for displaying multibyte languages such as Chinese, Japanese, Korean (CJK).
Language Use this setting to display characters correctly in content exported to PDF or RTF formats. Content
Font types such as reports, dashboards, and reports in storyboards are included.
Note: You must select a font for multibyte languages to display correctly, whereas for languages
such as English, you need not specifically select a font.
Date The date format you prefer if it is different from the default format in BMC Remedy Smart
Format Reporting. Dates are displayed in content such as reports and filters.

Setting Description
Group The group membership setting lists all user groups to which you belong. An administrator can create user groups
Membership and add you to those groups.
Note: Group Membership is a display-only setting for informational purpose.
Viewing report and comment notifications

The Inbox is used to share information like reports and comments between users. When you
subscribe to a report or its comments, a new comment link is displayed when comments are added
to the report. The drop down list displayed for your Inbox will vary based on the item type in your
inbox.
From the Inbox you can do multiple actions for the report:
Move to Favorites Moves a report from your inbox to your favorites list.
Delete Removes the report from your inbox.
Email Enables you to email the report to users or external email addresses.
View Opens the report.
You can also view, delete, or unsubscribe from receiving comments for the report. When you
unsubscribe from the comments, you will not receive any further comments related to the report.
You can also click the View Report option to open the report that the comment related to.
Setting the locale and time zone for BMC Remedy Smart
Reporting
The first time you access the BMC Remedy Smart Reporting console, you must update the
preferred locale and time zone.
To update the locale and time zone:
1.
1. Log on to the BMC Remedy Mid-Tier.

3. On the BMC Remedy Smart Reporting console, from the tabs your user profile area (see
page 774), click the Settings tab.

4. Under Regional Settings, select your Preferred Language and Time Zone.
Best practices for using BMC Remedy Smart Reporting

This topic describes the best practices for using BMC Remedy Smart Reporting effectively when
performing the following tasks:
Creating custom reports (see page 1151)

Designing dashboards (see page 1151)
Creating views (data models) (see page 1151)
Customizing views (see page 1152)
Creating custom reports

The best practices for creating custom reports are as follows:
Do not modify out-of-the-box reports provided with BMC Remedy Smart Reporting.
However, if you choose to modify a report, ensure that you first create and save a copy of it.
For better performance, create multiple small reports with only a few columns per use case,
rather than creating a large report with many columns to solve multiple use cases.
Designing dashboards
The best practices for designing dashboards are as follows:
Do not modify out-of-the-box dashboards provided with BMC Remedy Smart Reporting.
However, if you choose to modify a dashboard, ensure that you first create and save a copy
of it.
Add only those reports to the dashboard that are relevant to the use cases. The dashboard
loads all reports every time you view it, which can impact performance.
Creating views (data models)

The best practices for creating views are as follows:
Create multiple small views specific to use cases instead of one large view that covers all
use cases.
Plan for view objects like forms and fields that will be included in the new view.
To make a view more useful, give business names to the view objects.

Customizing views
The best practices for customizing out-of-the-box views are as follows:
BMC strongly recommends that you do not delete the current objects, joins, forms, fields, or
tables from the out-of-the-box views. BMC will continue to update out-of-the-box views with
every release.
If you choose to modify out-of-the-box views, create and save a copy of the out-of-the-box
view, and then make changes to the copy.
For example, create a copy of the Incident Management view, call it Incident Management -
CUSTOM, and make changes to the custom view.
Although you can create multiple custom views for each out-of-the-box view, BMC
recommends that you combine your changes into as few customized views as possible.
When you create new objects in a view, always use unique names; for example, Object_X
or X_Object.
Implications of customized views on reports and dashboards
Existing reports do not automatically update their view references to the custom views. You
must update the references manually. See Updating view references in out-of-the-box
reports to custom views (see page 1815).
You can continue to use existing reports that refer to existing views. You can create new
reports that refer to custom views.
If you choose to update out-of-the-box dashboards and reports, ensure that you create a
copy, and make changes to the copy.
Implications of customized views on an upgrade
BMC will continue to update out-of-the-box views with every release update. Existing out-of-
the-box views will be overwritten.
To update your customized views, you must manually reconcile updates from BMC to the
customized views.
For example, say that you copied the out-of-the-box Incident Management view to create a
new Incident Management - Custom view. You then customized the copied Incident
Management - Custom view. After the upgrade, BMC added a few new tables, and new
fields from existing tables, to the out-of-the-box Incident Management view. To update the
Incident Management - Custom view, you must reconcile it with the upgraded out-of-the-box
Incident Management view, and manually make changes to the Incident Management -
Custom view.
Report approval
ITSM Reporting has the ability to workflow public reports. Approval workflow is useful since it
allows many users to author reports but have those reports validated by the designated expert prior
to being published to a wider group of users.

Workflow is only applied to public reports. If you save a private report it will not be routed
to an approver.
Setting up approval rules

For approval workflow to take effect you must define the approval experts on the Report Sub
Category. In the Report Category edit page the Publish Access and Approvals section allows you
to determine which users can publish public reports to the category.
1. If you select 'Users with Functional Access' then all users with the public report function can
write to this folder
2. If you select a person or expert group – then only specified users can publish reports into
that folder. If a user does not have access to publish to that folder the report will be routed to
an Expert for approval.
Once approval is required you will see the approval icon in the Report Categories list.

Triggering Approval
If you are a user with ‘Public’ report publish rights you will be able to create a public report.
However, if you are not the designated expert for the category you wish to save your report into
you will see the “This Report Requires Expert Approval” Message.
You can save your report as normal. The report will be routed to an approver for approval as well
as sending that person an email prompting them to take action.

Approving a Report
As the approver you will be able to login and see reports awaiting approval in your inbox – click on
the link to approve the report.
From here you will have the option to:
1. Approve the Report

2. Edit the Report
3. Delete the Report

GeoPacks
GeoPacks include geographical information that can work with your data without having to be
incorporated and stored in your database. The pack file includes three types of data:
Geographical labels (see page )

Geographical fields (see page 1156) (Points, and sometimes Polygons)
Demographic metrics (see page 1157)
GeoPacks are structured to have one or more levels of geographical data. When there are multiple
levels, the data is structured in a logical hierarchy. Each level of the hierarchy contains
Geographical Labels of different formats and a Geographical Field containing a Point (and
sometimes a Polygon). The pack can also have Demographic Metrics, which are associated with
the lowest level of the hierarchy, which are automatically aggregated up depending on the
hierarchy level you are using at the time.
For more information, see Setting up GeoPacks (see page 1157).
Geographical labels
In order to identify the various levels of data in the pack, and link the pack to your own data,
Geographical Labels are included and displayed in multiple formats.
If we look at a simplified version of the Australian Postcode GeoPack it contains the following three
level hierarchy:
1. State
2. LGA (Local Government Area)
3. Postcode
Some levels of this hierarchy may have different ways to identify the geography. For example, the
State level can be identified by its full name, or using a three letter code. In this case, there are
multiple Geographical Labels for the State field; State Label and State Code. An example of
possible label fields for this pack would be:
State Label State Code LGA Code LGA Label Postcode
Victoria VIC LGA23430 Kingston 3195
Victoria VIC LGA23430 Kingston 3196
Victoria VIC LGA25900 Port Phillip 3205
These label fields are used to link the pack data to your source data, and as such you must select
the label that matches the formatting in your source database. For example, if you're linking on
State field and your data is stored as VIC, you would link on the State Code field. If your data is
stored as Victoria, you would link on the State Label field.

See Using a GeoPack (see page 1158) for more information.
Geographical fields
After you have linked the pack using Geographical Label fields, the geographical fields become
available for use in BMC Remedy Smart Reporting. Each level of the pack hierarchy contains one
Geographical Field, which contains a centroid Point, and can also contain Polygons, depending on
the pack design. The Geographical Field can be selected by a user and added to a map, and
depending on the map type, BMC Remedy Smart Reporting chooses to use either the Point or
Polygon, where available.
For more information, see Using a GeoPack (see page 1158).
Demographic metrics
The Demographic Metrics available in the pack are are fields that explore various values
associated with census demographics available in the geographic area.
If we look at the same simplified Australian Postcode GeoPack as above, it contains various
different fields of census information. Most packs contain many demographic fields, but this
simplified example contains two; Total Population and Median Age:
Postcode Total Population Median Age
3195 34102 39
3196 23590 39
3205 9317 37
The Demographic Metrics are designed to provide additional levels of context to your mapping,
providing you with the ability to compare your data with census information for richer analysis.
Setting up GeoPacks
Making GeoPack information available in your reports and maps requires that you download the
BMC Remedy Smart Reporting GeoPack file, and then import the .zip file to BMC Remedy Smart
Reporting.
The BMC Remedy Smart Reporting GeoPack file is available at the EPD downloads page for
version 9.1.00.
Importing a GeoPack file
1. On the BMC Remedy Smart Reporting console, choose Administration > Admin Console.
You must be logged on as a BMC Remedy Smart Reporting super admin, usually siadmin.
2. Choose GeoPack Management.
3. Click the Add or Update GeoPack link.
4.
4. Click Browse Files to locate a pack file to upload, or drag and drop a pack file onto the main
panel to upload.
After the upload is complete, the GeoPack is listed in the pack list and can be used by BMC
For more information about using the GeoPacks, see Using a GeoPack (see page 1158).
Updating GeoPacks
GeoPacks are updated over time as the borders and demographic data contained within them
change. In order to make sure you're using correct pack data in your maps you need to download
updated packs. Once you've downloaded an updated pack, import the file as described in the
procedure above. During the import, BMC Remedy Smart Reporting recognizes the pack as a new
version of an existing pack and overwrites the old one. All your existing maps automatically use the
new pack data in place of the old.
Using a GeoPack
A GeoPack can be used by attaching it to a field in a View. When you attach the GeoPack to a
field, its data directly corresponds to a field in your database, and when using this field in a report
the pack data (geometry and demographic metrics) are incorporated into the reports along with the
existing categories and metrics.
Attaching a GeoPack to a view
1. On the BMC Smart Reporting console, choose Admin > Admin Console.
2. Expand the View section and edit the view to which you want to attach the GeoPack.
3. On View Fields step of the view, in the Available Fields panel, double-click the field that you
want to use as the placeholder for the GeoPack.
4. In the Definition tab, change the field type to Geography.
5. On the GeoPack screen, select the GoePack you want to link.
Note
If you have not imported the pack into the system, select the Not here? option and
upload it through the current screen.
6. When the content and origins of the pack are displayed, select the level of geography you
want to link your field to from the Geography drop down list. This information is populated on
the basis of the GeoPack you selected.
Some packs may have one level, some may have several, be sure to select the geography
that exactly matches the data in your field.
A preview table with the selected geography, compared to the contents of your field is
shown. If the pack contains multiple aliases for the selected geography, you have to select
the appropriate alias format to match your data.

For example, if using Country field, your data may be stored as an ISO Code, in which case,
you will need to make sure you select that format from the pack, rather than Country Name.
When you select the format, the two columns of the preview table may not match
exactly. However, the format of the two columns must match. For example, if using
an Australian Postcode field, ensure both columns have 4 digits.
7. If the selected level is not at the top of the hierarchy, you are prompted to specify the Link
Type. The following three options are available:
Type Description
None Select this if the geography level in the pack contains unique pairings to that of your data.
Hierarchy Select this if the geography level in the pack requires other levels to be defined in order to create a unique
link AND you do not have fields in your view that match up to the other levels of the pack hierarchy.
You need to select which pieces of data in your pack the field data belongs to, and the rest of the pack is
ignored.
Field Select this if the geography level in the pack requires other levels to be defined in order to create a unique
link.
For example, you may have two cities in a pack with the same name, so in order to differentiate them you
will also need to link on the country name. This will mean you also need to link up the parent level with a
matching field in your view.
8. Save to complete the link, then save your field.

The field icon is now a pin, instead of a dimension or metric icon.
9. When prompted, activate the view.
You can now use your linked pack data through the report builder. When adding fields on the Data
step of the builder, your linked field is displayed as a folder containing all of the pack data, which
can be added to your report the same way other fields can.
Using BMC Atrium Service Context
Note
To use BMC Atrium Service Context, the BMC applications and BMC Atrium Core must
be configured to support it. For information about the configuration procedures, see
Configuring BMC Atrium Service Context for BMC Remedy ITSM applications (see page
662).

To use the Service Context Summary window, you must belong to at least one of the following
permission groups (see page 199):
Asset User (when working from BMC Asset Management)

Work Order User (when working from BMC Service Request Management)
Incident User or Problem User (when working from BMC Service Desk)
Infrastructure Change User or Release User (when working from BMC Change
Management)
BMC Atrium Service Context provides information for business service, application, and computer
system CIs. See Adding support staff (see page 363) for instructions about how to add people to
permission groups.
You can also see summary information about CIs that are related to the business service, but you
must have view permissions for each related CI to see details about those CIs. If you cannot use
the BMC Atrium Service Context feature, ask your system administrator to ensure that you have
the correct permissions.
Notes
BMC Atrium Service Context displays information about the CI related to the record you
are currently viewing. The types of information shown can include new work orders,
recently completed changes, recent open incidents, related outage records, and so on. In
addition, you can see CIs that are related to the business service, which helps you to
understand the relationship that the business service has with its environment.
The time threshold that determines how recently the recent changes, recent incidents, or
new work orders were made or submitted, as well as the criteria used to determine other
information types is configurable. Contact your system administrator for information about
how the content of the information types is determined.
Understanding this relationship helps you to prioritize your incident investigations and align your
decisions with your service level agreements and the overall goals of the business.
BMC Atrium Service Context information is displayed in the Service Context Summary window,
which you can open from a variety of locations. The details that you see from, for example, the
incident request form, are the same details that are shown in the other applications of the BMC IT
Service Management Suite and Business Service Management solution, which ensures that
everyone in your organization is working with the same information.
You can view the Service Context Summary window from one of the following locations:
Application consoles
Forms

To open the Service Context Summary window from a console

1. With the application console open, in the summary table, select the record you want to see
the BMC Atrium Service Context information for.
2. On the tool bar at the top of the summary table, click Service Context.
The Service Context Summary window opens for the selected record.
To open the Service Context Summary window from the record

BMC Service Desk, BMC Change Management, and BMC Service Request Management
(for Work Order records) — With the record open, click the Service Context icon beside the
Service field. The Service Context Summary window opens for the selected record.
Service Context icon
BMC Asset Management — With the record open, from the Quick Links area of the
navigation pane, click Service Context. The Service Context Summary window opens for the
selected record.
Note
In BMC Asset Management, BMC Atrium Service Context is available from the Business
Service, Computer System, and Application CI forms.
Interpreting the information

The information panel at the top of the Service Context Summary window identifies the service
name. The other information that appears in the information panel is configurable by your system
administrator and comes from the CI form.
Note
For information about the Owner field, see Setting up the Owner field (see page 667).
Below the information panel is a list of the key attributes. Next to each attribute is a counter that
shows the number of active records of that type that are related to the selected service. If you click
the counter, another Service Context Summary window opens with a table of detailed information
about the records.

For example, if one of the configured attributes is "Recent Incidents" and the counter shows 3,
there are 3 incidents currently related to the selected service. If you click the counter, a Service
Context Summary window opens with a table that shows summary information about each of the
incidents.
The information that appears in the Service Context Summary window is configurable. Ask your
system administrator for detailed information about how BMC Atrium Service Context is configured
in your environment.
Related topic
For information about configuring BMC Atrium Service Context, see Configuring BMC Atrium
Service Context for BMC Remedy ITSM applications (see page 662).
Using social collaboration

This release of BMC Remedy ITSM integrates chat functionality, RSS feeds, and Twitter
notifications with the BMC Remedy ITSM applications. Users can now use these tools to
collaborate with IT support users, such as Service Desk agents, or as additional notification
options.
Note
For information about configuring social collaboration options, see Configuring social
collaboration (see page 669).
Chat integration (see page 1162)

RSS feeds (see page 1163)
Twitter integration (see page 1163)
Chat integration
The chat functionality enables BMC Remedy ITSM users to initiate one-on-one or group live chat
sessions in the context of a specific record (for example a change record) from within the BMC
Remedy ITSM applications. Using this functionality, IT support users can chat with other IT support
users and initiate collaborative resolution of an incident or management of a change, among other
actions. Administrators can configure the application to save these chat sessions as a work info
entry within the record.
Note
This integration is not intended for chat sessions between end users and IT.

For more information about using chat, see Using chat (see page 1163).
RSS feeds
BMC Remedy ITSM enables users to broadcast certain events using the Broadcast Messages
functionality. BMC Remedy ITSM integration with RSS feed enables access to specific BMC
Remedy ITSM information using an RSS reader as an alternative mechanism. Administrators can
configure different RSS feeds to which users can subscribe to. Out of the box, an RSS feeds for
Global Public Broadcast messages is provided.
For more information about subscribing to RSS Feeds, see Subscribing to RSS feeds. (see page
1171)
Twitter integration
The Twitter integration enables IT support users to propagate public and global BMC Remedy
ITSM broadcast messages to a Twitter account so that users who follow the account receive the
messages. The Twitter account must be configured before users can receive updates. Out of the
box, this feature is supported only for broadcast messages that are Public and provided for the
Global company.
For more information about receiving BMC Remedy ITSM broadcasts on Twitter, see Receiving
BMC Remedy ITSM broadcasts on Twitter (see page 1171).
Related topics
Enabling chat, Twitter notifications, and RSS feeds (see page 680)
Defining RSS feeds (see page 678)
Configuring the Twitter integration (see page 676)
Using chat
Using the chat feature, users can collaboratively work on BMC Remedy ITSM records. For
example, you can collaboratively resolve issues by initiating a chat conversation related to the
incident with other technicians who might be able to help resolve the issues faster. An IT Support
technician can start a chat conversation with other members of the group to get help resolving an
issue. When the chat initiator closes the conversation, it is saved as a Work Info entry and
maintained as a part of the record.
The chat icon is displayed on the landing console when chat is configured for BMC Remedy ITSM,
as shown in the following figure:

Click this icon to open the chat initiation window.

The color of the icon reflects your current chat status. Click the arrow beside the icon to view
all chat conversations and to change your status. The status options are as follows:
Online
Busy
Away
Offline
The application displays a pop-up window when you receive an event like a chat invite or friend
invite.
The following topics provide more information about using chat:
Initiating a chat conversation (see page 1164)

Adding BMC Remedy AR System users who are not present in the Friends list (see page
1168)
Chat notifications (see page 1170)
Related topic
Initiating a chat conversation
Follow this procedure to initiate a chat procedure with another user from within the BMC Remedy
ITSM application.
To initiate a chat conversation
1.
1. Within a record (for example a change record), click the chat icon.
The Start Conversation window is displayed with a list of users related to the record.
The following user lists are displayed:

Friends — Lists your friends from the configured chat client. For more information
about configuring the friend list, see Mapping the BMC Remedy AR System users to
the chat server in the BMC Remedy Action Request System documentation.
Support group users — If the conversation is initiated within a record, the list displays
users who belong to the same support group as the chat initiator.
Assigned users — The user to whom the record is assigned. This list is displayed
when you initiate the conversation from a record.
Context Users — Lists users from the support groups that the user belongs to.
Form name User Support Groups
Activity Requested By Requested By

Activity Assignee Assignee
Asset CI All users from the People tab All support groups on the People tab
Contract Manage by Contract Manager By
Change Change Coordinator Coordinator group

Change Manager Manager group
Incident Assignee Assigned group

Owner Owner group
Problem Problem Coordinator Coordinator group

Assignee Assigned group

Form name User Support Groups
Known Error Problem Coordinator Coordinator group

Assignee Assigned group
Solution DB Assignee Assigned group
Knowledge Article Author Owner group

Owner Assigned group
Assignee
Release Release Coordinator Coordinator group
Task Requester Support group

Assignee Assignee group
Work order Request Manager Request Manager support group

Request Assignee Request Assignee support group
Note
When you launch a conversation from the landing console, a list of context
users is displayed instead of assigned users.
To add a user from another list to your friends list, click the Send buddy
request icon displayed next to the user's name when you hover the
mouse pointer on the user name.
2. Select the user you want to chat with from the relevant list and click the Start Conversation
icon.
The chat window that is displayed provides the following information:
User name of the person who initiated the conversation.
Subject of the conversation. The subject includes the ID of the record from which the
conversation was initiated, the user who initiated the conversation, and other users
included in the conversation. The subject can be a reference for users being invited
to the conversation.
Users can accept or reject the chat invitation. If they accept the invitation, a chat
window is opened in their console. Their chat window displays only a list of users
included in the chat and the conversation.
3.
3. To invite additional users to the conversation, click the Invite Users icon displayed on
the top right corner of the chat window. All participants can invite other users to the
conversation.
Note
To add BMC Remedy AR System users who are not present in the Friends list,
see Adding BMC Remedy AR System users who are not present in the Friends list
(see page 1168).
When the conversation is complete and the chat initiator closes the chat window, the conversation
is either saved as a Work Info entry in the Work Detail tab of the record from which the
conversation was initiated, or not saved at all. This depends on the option you selected when
Configuring chat settings (see page 669).
Note
If the conversation was not initiated from within a record, the conversation is not saved.

Adding BMC Remedy AR System users who are not present in the Friends list
On the regular form where you have configured the BMC Remedy AR System server to work with
the chat server, create an active link that executes on the CHAT_SET_CONTEXT_REQ Event
type. For more information about events, see the following tables.
This active link sends an event to the AR System Chat Data Visualization field with Event type as
CHAT_SET_CONTEXT_RESP and Event Data as given below:
ContextUsers= ACommaSeparatedListOfBMCRemedyARSystemUsers;ContextGroups
=ACommaSeparatedListOfGroupIDs;DisplayName=SubjectOfTheChatConversation;
For example:
ContextUsers= John,Max,Amy;ContextGroups=1,2
ContextGroups=1,2;DisplayName=Resolving an IT ticket;
ContextUsers=John,Max,Amy;ContextGroups=1,2;DisplayName=Resolving an IT ticket;
List of events sent from the AR System Chat Data Visualization field to the parent form
Event name Description
DVF_ON_READY The Data Visualization Field (DVF) is loaded and is ready to interact. This is not
specific to the chat DVM. No response expected.
CHAT_SET_CONTEXT_REQ Sent to the parent form for the parent form to supply any contextual information.
If the parent form chooses to provide this information, it later raises a
corresponding event, CHAT_SET_CONTEXT_RESP.
CHAT_SESSION_START Sent to the parent form to provide information on the chat progress. No response
expected.
CHAT_INVITATION_SEND Chat invitation sent. No response expected.
CHAT_USER_JOIN A person is joining a chat session. This event occurs as many times as anyone
joins a chat session. No response expected.
CHAT_USER_LEFT A person is leaving a chat session. This event occurs as many times as anyone
leaves a chat session. No response expected.
CHAT_INVITE_RECVD A person is receiving a chat invitation. This event occurs as many times as
anyone receives a chat session invitation. No response expected.
CHAT_DATA_AVAILABLE When the chat widget has a chat conversation transcript available, this event is
raised prior to chat session end, so that the parent form has an opportunity to
save the transcript.
CHAT_SESSION_END End of the chat session. No response expected.
CHAT_GET_SESSION_TRANSCRIPT_RESP Provides a specific chat session transcript to the parent form.
List of events sent from the parent form to the AR System Chat Data Visualization Field

Event name Description
CHAT_SET_CONTEXT_RESP Raised by the parent form's workflow during or after processing the
CHAT_SET_SESSION_REQ event. No response expected.
FORM_EVENT_LOGOUT Indicates to the DVF about things happening on the host form or the application.
This is not specific to the chat DVM.
CHAT_GET_SESSION_TRANSCRIPT_REQ Gets the chat session text transcript that is accumulated in the chat widget's
buffer. This request event causes the DVF to raise the
CHAT_GET_SESSION_TRANSCRIPT_RESP event.
When you create an active link that runs on the Event type CHAT_SET_CONTEXT_RESP, the
Start Conversation window is displayed as follows:
Note
Click here to view a .def file sample that uses the above information through the BMC
Remedy AR System form, "ChatTestForm" and it's related active links. Import this .def file
using BMC Remedy Developer Studio and access the "ChatTestForm" from BMC
Remedy Mid Tier to view it.
Start Conversation window
To add users to the Friends list, hover the pointer over the user name that is not present in your
Friends list and click the Add to Friend list icon that appears to the left of the user name.
Add user to Friend list on the Start Conversation window

Note
BMC Remedy AR System does not allow searching and adding friends without context.
For example, to see how BMC Remedy ITSM Suite has defined context users, see
Initiating a chat conversation (see page 1164).
Chat notifications
Chat notifications are received when:
You receive a conference request

You receive a message
Notifications are displayed in the drop-down menu and at the bottom right of your browser window
as shown below:
Chat notification window
You can respond using the Notification icon or the drop-down menu. When you receive any
notification, the Chat icon animates.

Subscribing to RSS feeds

Users can subscribe to configured RSS feeds from within the BMC Remedy ITSM applications.
The RSS feed option must be enabled in the System Settings configuration. To enable RSS feeds,
see Enabling chat, Twitter notifications, and RSS feeds (see page 680).
For additional information about configuring RSS feeds, see Defining RSS feeds (see page 678).
To subscribe to RSS feeds
1. On the IT Home Page, click the RSS feeds icon .

2. When prompted, enter your BMC Remedy AR System password. Enter the authentication
string, if applicable, in the Authentication text box.
For details about authentication string, see Configuring the AR System server for
external authentication.
A list of the RSS feeds that have been configured is displayed.

RSS Feed URLs
3. Copy the URL of the RSS feed that you want to add to your RSS feed client (for example,
Microsoft Outlook RSS feeds).
4. Replace the user name and password in the URL with the appropriate values.
You are now subscribed to receive updates for the selected RSS feeds.
Receiving BMC Remedy ITSM broadcasts on Twitter

The integration with Twitter enables users to receive BMC Remedy ITSM notifications directly to
their Twitter accounts. Users can follow the functional BMC Remedy ITSM Twitter notification
account.
To receive BMC Remedy ITSM broadcasts on Twitter:
The functional BMC Remedy ITSM notification account must be created in Twitter, and
configured and authenticated, before users can follow the account.
Users must have a Twitter account that can receive the BMC Remedy ITSM notifications.
For more information about configuring a functional BMC Remedy ITSM Twitter notification
account, see Configuring the Twitter integration (see page 676).

To follow ITSM notifications on Twitter
1. On the IT Home Page, click the Twitter icon .
Note
If the Twitter icon is not displayed, make sure that you configured the twitter
integration (see Configuring the Twitter integration (see page 676) and enabled the
Twitter notification functionality (see Enabling chat, Twitter notifications, and RSS
feeds (see page 680)).
2. If you are not logged on to the Twitter account, the logon screen is displayed.
3. Log on to Twitter using your account details.
The Twitter website is opened in a new browser window with the Twitter account that was
configured for the broadcast.
4. On the displayed Twitter page, click Follow to receive broadcast messages posted to this
BMC Remedy ITSM Twitter notification account.
For information about sending BMC Remedy ITSM broadcasts using Twitter, see Working with
broadcasts (see page 1172).
Working with broadcasts

This feature enables you to send messages to your entire organization, selected groups within the
organization, and to external customers. You can use this feature to send messages about work
in progress, outages, knowledge article updates, and so on. You can also use this feature to view
messages that were broadcast to you from other groups in your organization.
Broadcasts are filtered, based on the following criteria:
Global and company-specific broadcasts are displayed to logged-in users.

Only Global broadcasts are displayed to guest users.
Creating broadcast messages

To create a broadcast, you must have the Broadcast Submitter functional role.
To create a broadcast message
1. On the application console, click the View broadcast link or the New broadcast link.
2. In the View broadcast dialog, click Create, which appears below the Broadcast table.
3.
3. Enter information in the required fields.

Required fields appear in bold on the Broadcast Details tab.
Company — Select the company where this broadcast will be sent. Only users with
access to this company see the broadcast. To send the broadcast to everyone, select
Global from the Company list.
The Company field is mandatory. To specify a specific part of the company, fill in the
other location fields. For example, you can specify the site, organization, or
department.
Note
Out of the box, you can only define broadcast messages for the Global
company.
Subject — A short description of what the broadcast is about

Broadcast Message — The text of your message
Broadcast Type — Select a broadcast type from the list
Broadcast Start Date and Broadcast End Date — To start the broadcast now, click in
the Broadcast Start Date field, and then press Enter. To select a date from the
calendar, click the Browse button next to the field. Select a date from the calendar on
which to start the broadcast and the date to end it. You can also specify times of the
day using the Time feature at the bottom of the calendar.
Broadcast Originated From — This is automatically filled in. The contents depend on
where you are creating the broadcast. If you broadcast from an investigation, the
value is set to Problem Investigation.
Broadcast Originated From ID — When you define a broadcast from within a record,
this field is automatically filled in. If you define a broadcast from the main console, the
field is unavailable.
View Access — To make the broadcast visible only to members of your organization,
select Internal. To make the broadcast visible from the Requester console, select
Public.
Send to Twitter? — To post the broadcast message using the configured Twitter
account, select Yes. For additional information on receiving broadcast messages
using Twitter, see Receiving BMC Remedy ITSM broadcasts on Twitter (see page
1171).
Note
This option is available only when you select Global in the Company field
and set the View Access value to Public.

Notify — Select Yes to broadcast notification automatically sent to an individual or

group.
If you select Yes, an Emailbutton and the Notify Support area appears.
Use the Manual Email button to manually send an email about the broadcast.
On the Email System form, enter the recipient's email address in the Internet
Email field, and then click Send Email Now.
Use the Notify Support area to indicate which group to notify of the broadcast.
You must complete all three fields--Support Company, Support Organization,
and Support Group. The notification is sent at the time and on the date
specified in the Broadcast Start Date field.
Priority — Select a priority level for the broadcast. The choices are Low, Medium, and
High.
4. To add an attachment to the Broadcast, right-click inside the table and select Add from the
menu.
In the Add Attachment dialog box, click Open to attach the indicated file. Only one
attachment is allowed for each broadcast.
5. If you want members of another group to be able to modify the message, follow these steps:
a. Click the Authoring Groups tab, and then click Manage Authoring Groups.
b. On the Authoring Group dialog box, select the group to have authoring rights, and
then click Add.
6. Click Save.
Viewing broadcast messages

While viewing broadcasts, you can modify the message (if you belong to an authorized authoring
group), define a new broadcast message, and under some circumstances (when viewing the
message from the current record) relate the broadcast message to the current record.
To view broadcast messages
1. On the application console, click the New broadcast link that notifies you when there are
new, unread broadcast messages. If there are no new or unread broadcasts, a View
Broadcast link is displayed instead.
2. In the View broadcast dialog, select the message to view from the Broadcast table, and then
click View.
3. To view another message, close the View Broadcasts dialog box, select the broadcast
message to view, and then click View.
Controlling the timing of broadcast pop-up messages

From the BMC Asset Management, BMC Change Management, BMC Service Desk:Incident
Management, and BMC Service Desk Problem Management consoles, you can control the timing
of broadcast pop-up messages. Broadcast pop-ups alert you to the presence of broadcast
messages.

The options are:
Never — Broadcast messages do not automatically pop up on the screen. You must click
the View Broadcast link to view them.
On Console Open — New broadcasts messages display on the screen when you open a
console for the first time after login. Once you view the broadcast from any console, the pop-
up does not appear unless there is a new broadcast message.
On Console Refresh — New broadcast messages display only when you refresh the
console by clicking the Refresh button available in the top right corner of the console.
The On Console Open and On Console Refresh options display the broadcast pop-up alert only in
certain scenarios. In the following table which lists those scenarios, the sign represents that the
pop-up alert is displayed, and sign represents that the pop-up alert is not displayed for a
particular option:
Scenario On On
Console Console
Open Refresh
option option
You log in to a new session and open any console for the first time. New broadcast messages are
available since the last time you logged in.
While you are logged in to a current session, new broadcast messages become available. You then
open any console for the first time.
While you are logged in to a current session, new broadcast messages become available. You reopen
a console in the current session, and click the Refresh button on that console.
You log in to a new session and open any console for the first time. But, there are no new broadcast
messages since the last time you logged in.
While you are logged in to a current session, new broadcasts become available. You reopen a
console in the current session, but you do not click the Refresh button on that console.
In a current session, you have already viewed the new broadcasts from one console. You then open
another console for the first time, or reopen a console in the current session, and then click the
Refresh button.
To set the timing of pop-up messages
1. From the application console, choose Functions > Application Preferences.

2. In the Request Preferences form, click the Broadcast tab.
3. In the Broadcast Auto Popup field, specify one of the following default settings:
Never
On Console Open
On New Broadcast
4. Click Save.
Note

4.
For the changes to take effect, you must close the application and log on again.
For more information, view this short video on broadcasts.
Disclaimer
Changing a process name in BMC Service

The following table lists the steps that you must perform when changing a process name. Use this
table as a checklist.
Process name change checklist
Step Check Description Instructions
1. Change the process name in the process model box. Changing text in process model boxes
(see page 1871)
2. Change the process name in the process model header. Changing text in process model
headers (see page 1872)
3. Change the process name in all Microsoft Visio 2007 drawings. Changing diagrams (see page 1865)
4. Change the process name in all process documents. Changing text in process model boxes
(see page 1871)
5. Place updated Microsoft Word process documents in the process Changing text in process model boxes
model for downloading. (see page 1871).
6. Convert the new Microsoft Visio 2007 drawings to GIF files and Converting VSD files to GIF files (see
update the process model with them. page 1868)
7. Ensure that all hotspots are correctly positioned. Changing hotspots (see page 1869)
8. Update the process name in the title of the HTML frames page. Changing the HTML frames page files
(see page 1879)
9. Update the process name in the body of the HTML frames page. Changing the HTML frames page files
(see page 1879)

BMC Remedy Single Sign-On double

authentication
Starting with Service Pack 1 for version 9.1.00, if BMC Remedy Single-Sign On (RSSO) is installed
and configured for BMC Remedy AR System, the BMC RSSO authentication screen is displayed
when approving requests.
With double authentication, if the approval process is configured to require a password to

complete, users need to re-enter their user credentials to approve, reject or hold a request. When
the user clicks the Approve, Reject, or Hold button for a record from the Approval Central or from
within the Approval table of the record, two dialog boxes are displayed: the credential sign in dialog
box and the double authentication dialog box. Enter your credentials in the credentials sign in
dialog box and click OK.
The approval is processed and both dialog boxes are closed and the approval status of the record
is updated.
Notes
Your approval will not be processed if you close the authentication dialog box
before entering your credentials in the sign in window.
If you click Cancel on the authentication dialog box, the Sign-In dialog box will
continue to be displayed. You must manually close this dialog box.
If you click Reopen on the authentication dialog box, even if a Sign-In dialog box is
open, a new Sign-In dialog box is opened. Click Reopen only if you closed the
Related topics
BMC Remedy Single Sign-On authentication
BMC Remedy Single Sign-On Double Authentication concepts
Manually integrating BMC Remedy Single Sign-On with BMC Remedy applications
Administering
The following topics provide information that is required to manage and maintain BMC Remedy
ITSM after it is installed and to ensure that it is available to end users:

BMC Remedy ITSM data access model (see page 1178)

Data access model in BMC Remedy ITSM 9.1.02 (see page 1190)
Data Management (see page 1196)
Other administering tasks (see page 1487)
Working with BMC Remedy ITSM Process Designer (see page 1487)
Archiving (see page 1569)
Onboarding users and importing content in BMC Remedy Smart Reporting (see page 1595)
Administering BMC Remedy Smart Reporting (see page 1627)
Registering and authenticating BMC Remedy ITSM application (see page 1825)
Subscribing to DLP Events (see page 1828)
BMC Remedy ITSM data access model

This topic describes the BMC Remedy ITSM data access model and the permissions based on the
BMC Remedy ITSM application data type.
Data access model features (see page 1178)

Data access permissions (see page 1178)
Data access model features

BMC Remedy ITSM provides a rich set of features that protect your data from unauthorized
access. Keeping information secure can be a major undertaking in client/server environments. It is
sometimes a balancing act for administrators. You want to rigorously control who can access data,
yet you do not want security to be so complex that it intrudes on your user community or is difficult
for you to implement or maintain. BMC Remedy ITSM enables you to meet these seemingly
opposing security goals. It enables you to control which users can access data.
Support group centric ticket data access — Ticket data access is managed based on
associated with a ticket. This restricts ticket access to only those users who are directly
connected to a ticket or to a support group associated with a ticket. For more information,
see Row level security.
Hierarchical groups — This feature is based on the the hierarchical group feature in BMC
Remedy AR System and allows you to create collector groups that are parents of other
groups. The parent group can access its own ticket data and the ticket data of its child
groups. You can extend the ticket data access to higher groups using hierarchical
groups. For more information, see Hierarchical groups (see page 1182).
Data access permissions

BMC Remedy ITSM applications use two types of data. Permissions to access each data type
differ.

Data type Required access permissions
Configuration Access to this data is set at company level which means the data is accessible to everyone in a company.
Data
(Ticket) data
Row-level: Ticket data is accessible to the following users:
User who submits a ticket
User who is assigned a ticket
Owner group who owns the ticket
A member of a support group associated with a ticket
A member of a group that is the parent of a support group associated with a ticket.
For more information about ticket data access and parent groups, see Row-level security (see page 1179) and
Hierarchical groups: Using a parent group for permission inheritance (see page 1182).
Row-level security
The BMC Remedy ITSM applications use row-level security (RLS), a BMC Remedy Action
Request System feature to control access to BMC Remedy ITSM ticket data. For a detailed
description of the BMC Remedy AR System RLS feature, see Controlling access by using implicit
groups: Row-level security.
RLS feature of BMC Remedy ITSM enables you to categorize tickets into different types . BMC
Remedy ITSM ticket data access is granted to individuals (for example, submitter, on behalf of, and
assignee) and support groups associated with a ticket. This restricts ticket data access to only
those users who require it.
Using the hierarchical groups, you can extend the ticket access. For example, you can extend the
ticket access to the entire IT Staff group and restrict the access to non-IT staff in a company. For
details on hierarchical groups, see Hierarchical groups: Using a parent group for permission
inheritance (see page 1182) .
This topic includes the following sub-topics:
Row-level access: Permissions defined on Request ID (see page 1180)

Assignee Group (field ID 112) values for various BMC Remedy ITSM applications (see page
1181)

Row-level access: Permissions defined on Request ID

Every form defined in BMC Remedy AR System contains a set of core fields. The Request ID core
field has a unique field ID of 1. The BMC Remedy AR System uses the permissions defined on the
Request ID (Field ID 1) field to determine who should have access to a ticket. The following
permissions are defined on most BMC Remedy ITSM forms. Individual or groups defined under
these permissions can access a ticket.
Request ID Details
permission
Assignee (field 4) Individual who is assigned a ticket.
Submitter (field Individual who submitted a ticket.

2)
Assignee Group Individuals and groups to whom the ticket is assigned.

(field 112)
For a detailed description of data contained in this field, see BMC Remedy ITSM application usage of
Assignee Group (field 112) field (see page 1181).
Assignee Group Parent group of the Assignee Group. For details, see Hierarchical groups: Using a parent group for
Parent (field permission inheritance (see page 1182) .
60989)
Unrestricted Individuals with this role.

access (role)
Vendor A group or individual defined in this field has access to a ticket. This field is left blank for all BMC Remedy
Assignee Group ITSM applications and is meant for customer use. Customers can write their own workflow to populate this
(field 60900) field for any additional data access requirement.
Vendor Parent group of the Vendor Assignee Group. For details, see Hierarchical groups: Using a parent group for
Assignee Group permission inheritance (see page 1182) .
Parent (field
60901)
Example
Allen creates an Incident Management ticket with the following details:
Customer: Allen
Direct Contact: Ian
Assigned Group: Backoffice Support (Parent of Backoffice Support is IT Data
Access)
Owner Group: Service Desk (Parent of Service Desk is IT Data Access)
Who can access the ticket?
Allen (Customer)
Ian (Contact)

Members of Backoffice Support, Service Desk, and IT Data Access (Assigned

support group, Owner support group, parent of Assigned and Owner support
groups)
As RLS can further be rolled up using the hierarchical groups, in this example, IT Data
Access group being a parent of Backoffice Support and Service Desk can access the
ticket.
Assignee Group (field ID 112) values for various BMC Remedy ITSM applications
Individuals and groups mentioned in field 112 have access to ticket data. The table below lists the
individuals and groups included in field 112 for various BMC Remedy ITSM applications.
BMC Form name Field 112 includes

Remedy
ITSM
application

Management Customer Login ID
Contact Login ID
Assigned Support Group ID
Owner Support Group ID
Problem PBM:Problem
Management Investigation Assigned Support Group ID
Problem Coordinator Support Group ID
PBM:Known Error
Company ID
PBM:Solution
Database Company ID
Management Change Requested For Login ID
Requested By Login ID
Coordinator Support Group ID
Manager Support Group ID
Implementer Support Group ID
Release RMS:Release
Management Assigned Support Group ID
Asset AST:
Management PurchaseRequisition Company ID
CTR:ContractBase
Company ID
CTR:ContractBase
Company ID

BMC Form name Field 112 includes

Remedy
ITSM
application
AST:CI
Unavailability Company ID
Note: For individual configuration item (CI) records, the tenancy is set by the value in the
Company field on the CI, and by the Used by relationship of Company entries associated
with the CI . For more details, see Working with Configuration Items (see page 380).
Task TMS:Task
Management Field 112 values from a parent ticket (for example, an Incident Management or
Change Management ticket) and the Assigned Support Group ID
Service WOI:WorkOrder
Request Customer Login ID
Management Contact Login ID
Manager Support Group ID
Assignee Support Group ID
SRM:Request
Requested For Login ID
Requested By Login ID
Assigned Support Group ID
Related topics
The following topics provide additional information:
Hierarchical groups: Using a parent group for permission inheritance (see page 1182)
Controlling access by using implicit groups: Row-level security
Hierarchical groups: Using a parent group for permission

inheritance
In a hierarchical group structure, all permissions assigned to a child group are passed on to its
parent group. This structure allows you to easily organize larger groups in hierarchical order. If a
group must have access to data belonging to different groups, assigning a parent group can
simplify permission management.
The hierarchical group concept implemented in BMC Remedy ITSM is based on the BMC Remedy
AR System hierarchical groups. For more information on hierarchical groups, see Using a parent
group for permissions inheritance.

Using the hierarchical groups, you can extend the ticket access. For example, you can extend the
ticket access to the entire IT Staff group and restrict the access to non-IT staff.
Example
The following graphic depicts the hierarchical group structure within the support groups of
Calbro Services:
In a hierarchical structure, the following members have access to ticket data:
Child groups can access their own tickets.

Parent groups can access their own tickets and tickets of their respective child
groups.
All permissions assigned to a child group are passed on to its parent group.
This topic explains the following:
Need for hierarchical groups (see page 1183)

Working with hierarchical groups (see page 1184)
Defining a parent group (see page 1185)
Unlinking a parent group (see page 1186)
Correct or delete invalid parent groups (see page 1186)
Need for hierarchical groups

BMC Remedy ITSM uses the hierarchical group structure:
Across companies — In a multi-tenant BMC Remedy ITSM environment (which includes

multiple companies), some users might require access to ticket data of multiple companies.
Assigning users access to the required companies allows them to view ticket data for all
those companies. For example, if your organization opened new branches or if there is any
other change in your organization, you will have to modify the user's access for each
company, which might result in performance issues or maintenance challenges.

Hierarchical groups allow you to structure the companies hierarchically and assign the users
to the required groups to provide them relevant ticket data access.
Example
Calbro Services has several offices located across the globe. Multiple companies
may be associated with each location. Rather than assigning users to all the
companies associated with the location, you can create a group for each location
and assign the users to that location group. Using the hierarchical group feature,
you can configure the location group as a parent to all the companies associated
with a location. Even when the companies associated with a location keep
changing, you do not have to update the users' access as the users are part of the
parent group and can access the the tickets of all child groups.
Within a company — In BMC Remedy ITSM, ticket data access is managed at support
group level. There might be a need to extend this ticket data access to the support groups
across your company. You can extend the ticket data access by creating a parent group and
then defining the required support groups as children.
Example
Calbro Services has a parent support group Calbro IT Data Access Support.
Members belonging to this group can access the tickets of all its child groups. To
restrict certain ticket types (for example, security), you can keep the relevant group
separate and not define it as a child group of Calbro IT Data Access Support.
To configure hierarchical groups, select Application Administration Console > Foundation >
Advanced Options > Hierarchical Group Configuration and update the required information on the
Hierarchical Group Configuration form. Using this form, you can add/remove a parent group for a
c ompany or a s upport group.
Note
A user with Contact Administrator permission can configure hierarchical groups across
companies or support groups.
Working with hierarchical groups

If a group must have access to data belonging to different groups, you can assign a parent group
to simplify permission management.
Defining a parent group

To create parent-child hierarchy and maintain ticket data access efficiently between various
support groups or companies, you must configure the required support group or company as a
parent of support groups or companies.
Example
In this example, let us configure the hierarchy between the support groups of a company.
Y ou need the Service Desk Support group of Calbro Services to inherit the permissions
of Backoffice Support group of Calbro Services. To define Service Desk Support group as
the parent group for Backoffice Support group:
1. On the Hierarchical Group Configuration form, Select Parent Group For

field, select the Support Group option as you wish to define a support group as a
parent for another support group. This displays a list of all the support groups
existing in the application.
2. Select the Backoffice Support check box for which a parent group is to be
configured.
3. In the Select Parent Group Type field, select Support Group option as the parent to
be defined is also a support group.
4. In the Parent Group Name field, click to display a list of support groups.
5. Select Service Desk Support group.
6. Click Save. The Parent Group Name column displays the updated parent group for
Backoffice Support group.

Unlinking a parent group

Due to organizational restructuring or other reasons specific to your organization, you might have
to remove the parent-child relationship between support groups or companies. When you remove
the parent group of a company or support group, the parent group is no longer associated with the
child group and hence cannot access the data of the child group.
Use the following procedure to remove the parent-child relationship between companies or support
groups:
1. On the Hierarchical Group Configuration form, Select Parent Group For field, select the
Company or Support Group option to display a list of companies or support groups.
2. Select the required company or support group from the list.
3. In the Parent Group Name field, select the Set as Blank check box to remove the parent
group.
4. Click Save to save the changes. The Parent Group Name column displays blank for the
selected company or support group.
Correct or delete invalid parent groups

If duplicate and invalid entries with the same parent group, support group, or permission group ID
exist in the CTM:SYS-Access Permission Grps or Group form, you may encounter an error
when upgrading BMC Remedy IT Service Management to a higher version, and the upgrade may
fail due to the invalid and duplicate entries. To prevent the upgrade failure, BMC recommends you
to:
Run the BMC Remedy Configuration Check utility before upgrade which verifies whether
any duplicate and invalid entries exist in the CTM:SYS-Access Permission Grps or
Group form.
If duplicate and invalid entries exist in the CTM:SYS-Access Permission Grps or
Group form, correct or delete them. For details see, BMC Remedy ITSM checks.
Related topics
Hierarchical groups in BMC Remedy AR System
Row level security
Data access model enhancements in BMC Remedy ITSM 9.1

The data access model of BMC Remedy ITSM is modified to enhance data security. The table
below lists the details of enhancements or changes made to the data access model:

Enhancement Reason for enhancement or change Details
Separating In versions earlier than 9.1, configuration and Configuration data is still managed at the company level
permissions ticket data access was managed using the but ticket data access has changed. In the older versions of
for company fields on the application form allowing BMC Remedy ITSM, ticket data access was controlled at
configuration access to all members within a company. the company level. S tarting with 9.1, ticket data access is
and However, the data access needs for configuration managed based on individuals (for example, submitter, on
transactional and ticket data are different. All users in a behalf of, and assignee) and support groups associated
(ticket) data company need access to the configuration but not with a ticket. This restricts access to only those users who
access to the ticket data. are directly connected to a ticket or to a support group
associated with a ticket. With this enhancement, users who
are not connected to a ticket cannot access it.
For more details on this enhancement, see Row-level

security (see page 1179).
Note: These changes are applicable for BMC Remedy

ITSM applications and BMC Service Request Management
. There is no change to BMC Service Level Management.
To know the visibility of your pre 9.1 ticket data, see Post-
upgrade activities (see page ) .
Hierarchical BMC Remedy ITSM needed a parent child group The hierarchical group support feature introduced in
group hierarchy: version 9.1 is based on the existing hierarchical group
support feature in BMC Remedy AR System and allows you to
To efficiently manage the data access for create collector groups that are parents of other groups.
larger organizations. The parent group can access its own ticket data and the
The addition of data access at the support ticket data of its child groups. It allows you to simplify the
group level and companies with larger configuration and maintenance overhead of the system.
groups need to allow permissions to
extend to higher level groups. You can configure hierarchy across companies or within
the support groups of a company. For more details, see
hierarchical groups (see page 1182)
Assignment In earlier versions of BMC Remedy ITSM, manual The following enhancements are introduced in version 9.1:
menus are assignment of support groups was controlled by
tied to the the user’s company access permissions. Due to Assignment menus now display support groups
company this, the assignment menus included all the relevant to the location and contact companies
fields in support groups of companies that a user has mentioned on a ticket.
addition to access to. This could allow incorrect assignments The ability to configure the support groups
permission of tickets and expose the ticket data to companies associated with a company allows secured manual
that did not need to view it. assignment of support groups while creating
/modifying a ticket.
Example Note: While upgrading from an older version of BMC

Remedy ITSM to 9.1, the data of the following forms is
Allen has access permissions to Calbro migrated to the new Configure Assignment Groups for a
Services, Invention Inc., and ABC Corp. For Service Company form.
a ticket assigned to Allen, location company
is Calbro Services, and contact company is CFG:Assignment
ABC Corp. In pre 9.1, assignment menus CTM: Support Group
displayed all the support groups of Calbro
For more details, see Support group configuration for
Services, Invention Inc., and ABC Corp
assignments (see page 414) .
because Allen has access to these
companies. In 9.1, the assignment menus
display the support groups configured for
location and contact company i.e. Calbro
Services and ABC Corp.

Enhancement Reason for enhancement or change Details
Post-upgrade activities
After upgrading from an older version to BMC Remedy ITSM 9.1, all the enhancements mentioned
above are available.
You must consider performing the following activities relevant to BMC Remedy ITSM data access
model after upgrading from an older version to BMC Remedy ITSM version 9.1:
Parent group of all existing support groups:

To provide backward compatibility, d uring the upgrade, the parent group of each of
the existing support groups is set to the company it is part of. Setting a company as a
parent to support groups allows the ticket data to be accessible to the entire company
just as it was prior to the upgrade.
To change the visibility of your ticket data after the upgrade, change the parent of
support groups. For example, create a support group Calbro IT Data Access Support
and configure it as a parent of all the support groups. Any new tickets created after
the upgrade are accessible to the assigned support groups, parent groups of the
assigned support groups, and the companies associated with the ticket.
Transactional (ticket) data:

The tickets created before the upgrade follow the old data access model as the row
level access fields are not changed during the upgrade. This means, the ticket level
access of pre 9.1.00 data remains at company level.
Tickets created after the upgrade follow the new data access model which means
the ticket level access is managed at support group level.
Note
After upgrading to 9.1, if you make changes to the data access fields of your pre 9.1 ticket
data, the values of Assignee Group (field 112) are recomputed based on the new data
access model. The values of Vendor Assignee Group (field 60900) remain as
is and continue to have the company permission group ID. As a result, the ticket data
continues to be visible to the companies mentioned in field 60900.
Field 112:
The functionality of this field remains the same in 9.1. This means the groups or
individuals mentioned in this field have access to a ticket.
In pre 9.1, this field included support groups and companies. However from 9.1, this
field includes:
Support groups

Support groups and individuals for whom BMC configures the access. In the
older versions of BMC Remedy ITSM, some of these groups and individuals
were put in 112 and 60900 but in 9.1 all these groups and individuals are
included in 112.
Field 60900: The functionality of this field remains the same. A group or individual defined
in this field, continues to have access to a ticket. However, the inputs to this field are
changing in 9.1. This field is left blank by BMC. Customers can define this field to meet their
additional security needs.
Hierarchical groups and reconciling overlays: When you are upgrading from an older
version of BMC Remedy ITSM to version 9.1, most of the BMC Remedy ITSM, BMC Service
Level Management, and BMC Service Request Management forms are upgraded to include
the hierarchical group fields, workflow, and data. If there are overlays on any of these
objects and the overlays are of the type Overwrite, you must reconcile the objects to ensure
that the hierarchical group changes take effect.
Note
You must carefully check the Other Definitions properties of a form. The Dynamic
Permissions Inheritance field is part of the Other Definitions panel of a form but in
the BMC Remedy Developer Studio, the Dynamic Permissions Inheritance field is
grouped with the Permissions properties. Whether the Dynamic Permissions
Inheritance field is overlaid or not, it is controlled by the Overlay Type specified in
the Other Definitions panel. If the Overlay Type is set to Overwrite, the Dynamic
Permissions Inheritance information that was updated in the base definition during
the upgrade is replaced by the pre-existing overlay information.
For troubleshooting on the enhanced data access model, see Frequently asked questions on BMC
Remedy ITSM Data Access Model (see page 2019).
Related topics
The following topics provide additional information about multi-tenancy and the supporting fields:
Hierarchical groups (see page 1182)
Row-level security (see page 1179)
Defining valid support groups associated with a company
Configuring multi-tenancy (see page 378)

Data access model in BMC Remedy ITSM

9.1.02
BMC Remedy ITSM applications use transactional (ticket) data and configuration data. The data
access model provides information on who can access each data type, how ticket data access can
be restricted or extended based on a company’s needs, and the settings to be updated to apply
ticket data access restrictions.
Data access model features (see page 1190)

Data access permissions (see page 1191)
Post upgrade changes (see page 1192)
Data access model features

BMC Remedy ITSM 9.1.02 provides a rich set of features that protect your data from unauthorized
access. Keeping information secure can be a major undertaking in client or server environments
and is at times a balancing act for administrators. You want to rigorously control who can access
data, yet you do not want security to be so complex that it intrudes on your user community or is
difficult for you to implement or maintain. BMC Remedy ITSM enables you to meet these
seemingly opposing security goals and enables you to control which users can access data.
Support group centric ticket data access—Ticket data access is managed based on the
associated with a ticket. This aspect of the data access model restricts ticket access to only
those users who are directly connected to a ticket or to a support group associated with a
ticket.
To enable support centric data access, on the System Settings form, set the Application
Permission Model field value to Support Group. Field 112 displays Support Group ID.
Note
The default value of the Application Permission Model field is set to Support Group
in the following scenarios:
If you have not used BMC Remedy ITSM before and have installed 9.1.02
I f you are upgrading from BMC Remedy ITSM version 9.1.00 or 9.1.01 to
9.1.02

System settings.png

Support group and company centric ticket data access—Ticket data access is managed
based on the individuals (for example, submitter, on behalf of, and assignee), support
groups, and companies associated with a ticket. This aspect of the data access model
extends ticket access to company level along with the users who are directly connected to a
ticket or to a support group associated with a ticket.
To provide data access based on support group and company level, on the System Settings
form, set the Application Permission Model to Support Group and Company. Field 112
displays Support Group ID and Company ID.
Note
If you are upgrading from BMC Remedy ITSM version 9.0.00 or earlier to 9.1.02,
the default value of the Applications Permission Model field is set to Support Group
and Company. This security model provides backward compatibility with the
company-based security model that was used in version 9.0.00 and earlier.
Hierarchical groups—This feature is based on the hierarchical group feature in BMC

Remedy AR System and allows you to create groups that are parents of other groups. A
parent group can access its own ticket data and the ticket data of its child groups. You can
extend the ticket data access to higher groups using hierarchical groups. For more
information, see Hierarchical groups (see page 1182).
Data access permissions

BMC Remedy ITSM applications use the following types of data. Permissions to access each data
type differ.
Configuration Access to this data is set at company level, which means the data is accessible to everyone in a company.
Data
(Ticket) data
Row-level: Ticket data is accessible to the following users based on option selected for Applications
Permissions Model field on the System Settings form:
Option selected in the Application Users who have access to ticket data
Permissions Model field
Support Group
Members of support groups and their parent groups
associated with the ticket

Option selected in the Application Users who have access to ticket data
Permissions Model field
Support Group and Company

Members of support groups and their parent groups
associated with the ticket
All the members of a location and customer company
referenced on a ticket
All the members of a parent group of a location and customer
companies referenced on a ticket
For more information about ticket data access and parent groups, see Row-level security 9.1.02 (see page 1192)
and Hierarchical groups: Using a parent group for permission inheritance (see page 1182).
Post upgrade changes

After upgrading from an earlier version to BMC Remedy ITSM version 9.1.02, you may check the
following details:
Backward compatibility:
If you upgrade to 9.1.02 from 9.0.00 or an older version, on the System Settings form,
the default value of Applications Permissions Model field is set to Support Group and
Company. This setting provides ticket data access to all members of a company.
If you upgrade to 9.1.02 from 9.1.00 or 9.1.01, on the System Settings form, the
default value of Applications Permissions Model is set to Support Group. To provide
ticket data access to all members of a company, on the System Settings form, set the
value of Applications Permissions Model field to Support Group and Company.
Data access of the existing tickets: The data access of the existing tickets does not change
after the upgrade.
Data access of tickets, which are created after the upgrade: Tickets, which are created after
the upgrade, are accessible either at the support group level or at the support group and
company level, based on the Application Permissions Model field value set on the System
Settings form.
Row-level security 9.1.02

The applications in BMC Remedy ITSM Suite 9.1.02 use row-level security (RLS), a BMC Remedy
Action Request System (BMC Remedy AR System) feature to control access to BMC Remedy
ITSM ticket data. For a detailed description of the BMC Remedy AR System RLS feature, see
Controlling access by using implicit groups: Row-level security.

The RLS feature in BMC Remedy ITSM enables you to categorize tickets into different types.
Based on the Application Permission Model specified on the System Settings form, BMC Remedy
ITSM ticket data access is granted to individuals (for example, submitter, on behalf of, and
assignee), support groups, and companies a ssociated with a ticket. This feature restricts ticket
data access to only those users who are associated with the ticket.
You can use hierarchical groups to control ticket access. For example, you can extend ticket
access to the entire IT Staff group and restrict the access to non-IT staff in a company. For details
about hierarchical groups, see Hierarchical groups: Using a parent group for permission inheritance
(see page 1182).This topic includes the following sections:

Assignee Group (field ID 112) values for various BMC Remedy ITSM applications
Related topics

Every form defined in BMC Remedy AR System contains a set of core fields, which are available
on every regular form. The Request ID core field has a unique field ID of 1. The BMC Remedy AR
System uses the permissions defined on the Request ID (Field ID 1) field to determine who should
have access to a ticket. The following permissions are defined on most BMC Remedy ITSM forms.
Individual or groups defined under these permissions can access a ticket.
Request ID Details
permission
Assignee (field 4) Individual who is assigned a ticket.
Submitter (field Individual who submitted a ticket.

2)
Assignee Group The values displayed in this field depend on the Application Permission Model field value specified on the
(field 112) System Settings form.
Support Group—Individuals and groups to whom the ticket is assigned.

Support group and Company— Individuals, groups to whom the ticket is assigned, and all the
members of a company referenced on the ticket.
For a detailed description of data contained in this field, see BMC Remedy ITSM application usage of
Assignee Group (field 112) field.
Assignee Group Parent group of the Assignee Group. For details, see Hierarchical groups: Using a parent group for
Parent (field permission inheritance (see page 1182).
60989)
Unrestricted Individuals with this role.

access (role)
Vendor A group or individual defined in this field has access to a ticket. This field is left blank for all BMC Remedy
Assignee Group ITSM applications and is meant for customer use. Customers can write their own workflow to populate this
(field 60900) field for any additional data access requirement.
Parent group of the Vendor Assignee Group. For details, see Hierarchical groups: Using a parent group for
permission inheritance (see page 1182).

Request ID Details
permission
Vendor
Assignee Group
Parent (field
60901)
Assignee Group (field ID 112) values for BMC Remedy ITSM applications
Individuals and groups mentioned in field 112 have access to ticket data. The following table lists
the individuals and groups included in field 112 for different BMC Remedy ITSM applications.
BMC Form name Field 112 options if Field 112 options if Application Permission Model is set to
Remedy Application Support Group and Company
ITSM Permission Model
application is set to Support
Group

Management Customer Customer Login ID
Login ID Direct Co ntact Login ID
Contact Assigned Support Group ID
Login ID Owner Support Group ID
Assigned Owner Support Company Group ID
Support Assigned Support Company Group ID
Group ID Contact Company Group ID
Owner Location Company Group ID
Support Vendor Company Group ID
Group ID
Vendor
Support
Group ID
Problem PBM:Problem
Management Investigation Assigned Assigned Support Group ID
Support Problem Coordinator Support Group ID
Group ID Assigned Support Company Group ID
Problem Support Company Problem Manager Group ID
Coordinator Vendor Company Group ID
Support
Group ID
PBM:Known Error Company ID

Company
PBM:LoadKnown Error ID
PBM:Solution Database Company ID

Company
PBM:LoadSolution ID
Database

Group
Management Change Requested Requested For Login ID
For Login ID Requested By Login ID
CHG: Requested Coordinator Support Group ID
LoadInfrastructureChange By Login ID Manager Support Group ID
Coordinator Implementer Support Group ID
Support Vendor Group ID
Group ID Customer Company Group ID
Manager Assignee Support Company (ASCPY) Group ID
Support Manager Support Company(Company3) Group ID
Group ID Implementer Support Company(ChgImpCpy) Group ID
Implementer Location Company Group ID
Support Vendor Company Group ID
Group ID
Vendor
Support
Group ID
Release RMS:Release
Management Assigned Assigned Support Group ID
RMS:LoadRelease Support Manager Support Company(Company3) Group ID
Group ID Location Company Group ID
Asset AST:PurchaseRequisition
Management Company Company ID
ID
CTR:ContractBase
Company Company ID
ID
CTR:LoadContractBase
Company Company ID
ID
AST:CI Unavailability
Company Company ID
ID
Note: For individual configuration item (CI) records, the
tenancy is set by the value in the Company field on the CI,
and by the Used by relationship of Company entries
associated with the CI. For more details, see Working with
Configuration Items (see page 380).
Task TMS:Task Field 112 of the

Management task's parent Parent 112 and Assigned Support Group ID
TMS:LoadTask Location Company Group ID
record and
Assigned Support Assigned Support Company Group ID
Group ID
WOI:WorkOrder
Customer Login ID

Group
Service Customer Contact Login ID

Request Login ID Manager Support Group ID
Management Contact Assignee Support Group ID
Login ID Customer Company Group ID
Manager Assignee Support Company (ASCPY) Group ID
Group ID Location Company Group ID
Assignee
Support
Group ID
SRM:Request
Requested Requested For Login ID
For Login ID Requested By Login ID
Requested Assigned Support Group ID
By Login ID Customer Company Group ID
Assigned Location Company Group ID
Group ID Assignee Support Company (ASCPY) Group ID
Related topics
Data access model in BMC Remedy ITSM 9.1.02 (see page 1190) PUBLISHED
Hierarchical groups: Using a parent group for permission inheritance (see page 1182)
Controlling access by using implicit groups: Row-level security
System settings (see page 375)
Data Management
Note
BMC strongly recommends that you read and understand all of the topics under the Data
Management section before you start to use the Data Management utility.
A good place to start is with the Overview of the data load process (see page 1201) topic.

Searching for Data Management Information

You can search the Data Management section using this search box:
You can also search these spaces for information related to Data Management, using the following
search box:
BMC Remedy Action Request System 9.1

BMC Atrium Core 9.1
This section provides information about how to use the Data Management component.
The Data Management section contains the following sections:
Getting started with Data Management (see page 1201)

Configuring Data Management (see page 1231)
Populating the dataload spreadsheets (see page 1244)
Spreadsheet usage tips (see page 1304)
Working with dataload jobs (see page 1319)
Using the data wizard to modify data (see page 1360)
Managing customizations (see page 1378)
Onboarding Foundation and Assignment data (see page 1419)
Running the Configuration Check Utility for UDM (see page 1474)
Simplified Transactional CI spreadsheet (see page 1486)
This page contains the following information:
Introduction to the Data Management component (see page 1197), which includes the
following video presentations:
Introducing Data Management concepts
Data Management usability enhancements
How to use the Data Management console (see page 1200)
Job-based framework terminology (see page 1200)
Introduction to the Data Management component

The Data Management component is a web-enabled tool to use when loading data from earlier
versions of BMC Remedy, or from legacy systems, into the current release of BMC Remedy ITSM
Suite.
You can also use the Data Management component to update the following levels of data:
foundation
process setup
transactional

For more information about these levels of data, see Levels of BMC Remedy ITSM Suite data (see
page 1209).
You can also connect with other users for related discussions on the BMC Community .
The dataload tool provides a job-based framework that supports job-based data loads. You can
use the tool to import data for:
Foundation (which contains the common forms and data that are needed to support the
BMC Remedy ITSM Suite of applications)
BMC Change Management (and Release Management)

BMC Asset Management (and Software License Management)
BMC Service Desk
Note
BMC Service Level Management does not support SVT or SLA import through Data
Management (DM). It only supports transaction data through DM.
You can also use the dataload tool to import data for BMC Service Request Management. Be
aware, however, that the tool uses a different method to import data into the BMC Service Request
Management application than it does for BMC Remedy ITSM. For more information about
importing data into BMC Remedy Service Management, see Importing SRDs, PDTs, and
supporting data (see page 1196)in the BMC Service Request Management documentation space.
The job-based framework provides support for:
Automated job scheduling
Multiple users performing multiple simultaneous dataloads
Multi-tenancy, which means users can create dataload jobs and templates that can be restricted to
specific companies
Centralized error handling
Case insensitivity correction and alias replacement during validation
Loading data from various sources; for example:

Lightweight Directory Access Protocol (LDAP) source files

AR Export (ARX) files
Extensible Markup Language (XML) files
databases using Java Database Connectivity (JDBC)
Microsoft Excel spreadsheets
Note
Microsoft Excel spreadsheets formatted with the .xlsx extension have the following
limitations:
Worksheet size: 1,048,576 rows by 16,384 columns
Number of characters in a cell: 32,767

If your data load operations could exceed these limitations, consider customizing the data
loads using Atrium Integrator transformations as described in Managing customizations
(see page 1378).
Data load customization options include:
(Recommended) Modifying or creating new Atrium Integrator transformations or jobs that

load directly from the data source to the associated load forms. This is accomplished
using one of the many out of the box input adapters in Atrium Integrator,for example
JDBC. With this option, you can use the spreadsheets as a source of information on the
target forms.
Adding extra cells that you can concatenate if the cell length is exceeded.
If the row length could exceed the spreadsheet limitation, another option (which does not
require customization) is to split the load into multiple spreadsheets. This method,
however, requires you to perform multiple loads.
Data Management provides out-of-the-box job templates, spreadsheets, and staging form
mappings for your use.
Note
Starting with BMC Remedy ITSM 8.0, Data Management does not provide sample data
spreadsheets.

Data Management also provides a data wizard for modifying foundation data throughout all
applicable BMC Remedy ITSM Suite forms. The Data Wizard also modifies configuration item (CI)
records in BMC Atrium CMDB. For more information about the data wizard, see Using the data
wizard to modify data (see page 1360).
Note
Do not run the Data Management tool and the data wizard at the same time. This can
cause data integrity issues.
How to use the Data Management console

The following recorded webinar provides an introduction to the Data Management console and
other Data Management concepts.
Job-based framework terminology

The following terms are used when describing the job-based framework:
Data A Data Management job (also referred to as job in this documentation) is an executable unit of work that is
Management composed of a number of steps and their relationships and is used to run the dataload processes. A job is
job specific to one user and one company. Data Management jobs call Atrium Integrator jobs.
Step A step defines a unique process within each Data Management job, for example: a validate step, or a promote
step.
Transformation A transformation defines a data flow sequence. The transformation integrates source and target data stores by:
Reading data from the source data store.
Transforming it according to the rules that you specify.
Storing it in the target data store.
Atrium An Atrium Integrator job is the core construct required by the job-based framework. It is composed of one or
Integrator job more transformations.
Related topics
In addition to the information provided in the Data Management online documentation, there is a
BMC Communities blog posting about managing your data load with BMC IT Service Management
applications.

Getting started with Data Management

This section provides you with reference and conceptual information to help you understand what
the Data Management tool does and how it does it.
Read this section if you are new to the Data Management tool, or are unclear about the way certain
aspects of Data Management work.
To help you get started with Data Management, the following topics are provided:
Overview of the data load process (see page 1201)

Which data migration method should I use (see page 1208)
Levels of BMC Remedy ITSM Suite data (see page 1209)
Can I update data from every spreadsheet tab (see page 1211)
Dataload components (see page 1213)
Navigating the Data Management Job console (see page 1215)
Updating existing data (see page 1221)
Exclusions from Data Management (see page 1221)
Multi-tenancy and Data Management (see page 1223)
Data Management user scenarios (see page 1223)
Overview of the data load process

This section provides you with an overview of how to use the Data Management tool to import data
into your BMC Remedy ITSM applications. The section walks you through the following activities:
Configuring Data Management (see page 1201)

planning activities (see page 1201)
populating data spreadsheets (see page 1204)
creating and running data load jobs (see page 1207)
Note
Where applicable, this topic provides links to more detailed information.
Configuring Data Management

This section provides information about configuring Data Management prior to using it. For details,
see Configuring Data Management (see page 1231)
Planning activities
Before you start to populate the data management spreadsheets, run through the planning
activities that are outlined in this section. Performing these activities up front, ensures that you
thoroughly understand the nature of the data load jobs you will be running and their specific needs.

The planning activities discussed in this section include:
Identifying forms (see page 1202)

Identifying data creation and update use cases (see page 1202)
Preparing for bulk data loads (see page 1202)
Identifying customizations (see page 1203)
Creating a test plan (see page 1203)
Identifying forms
Data for BMC Remedy ITSM applications is stored on three types of forms, depending on the type
of data they contain:
Foundation forms
Process setup forms
Transactional forms
Before you create a data load job, you need to identify which data form types (see page 1209) (see
page 1209) are involved in the data load. Familiarizing yourself with the types of data that you are
loading helps you to better understand the nature of the data load and its need. This kind of
familiarity with the data load job is important in later steps.
Identifying data creation and update use cases

Ensure that you understand the forms and spreadsheets (see page 1247) that your data load job will
use to:
add information to the database, if any.

update information in the database, if any.
Note
You cannot update data from every spreadsheet tab. Some spreadsheet tabs allow you
to only add new data. See Can I update data from every spreadsheet tab (see page 1211)
for a list of the spreadsheet tabs from which you can only add new data.
Preparing for bulk data loads

Bulk data loads can present troubleshooting and performance challenges when the data quality
cannot be guaranteed or if your system resources are not sufficient to run the data load processes.
If you are running bulk data loads, keep the following points in mind when planning the data load
jobs, to reduce the impact of any issues associated with data quality or performance.

If you are unsure of the quality of the data (see page 1206) you are loading, BMC
recommends that you load the data in smaller, manageable chunks. Loading bulk data in
chunks makes it easier to troubleshoot the data load job if it encounters issues with data
quality or formatting during the validate step (see page 1342). You cannot move on to the
promote step (see page 1347) step until all of the data that you are importing is valid.
Review the following topics to ensure your system has the required resources to run the
data load jobs efficiently:
Configuring performance enhancements for Data Management
Performance benchmarks for Data Management
Identifying customizations
The data load spreadsheets (see page 1211) that BMC ships with the Data Management feature are
designed to work with an out-of-the-box BMC Remedy ITSM system. If you have customized the
database for the specific needs of your organization by adding fields to the data forms, you must
account for these custom fields (see page 1378) when planning the data load jobs. If you don't, the
data load job will not pick up the data from the customized fields.
Note
When using spreadsheets to run a data load job, always place any customized data fields
in the columns that come after the out-of-the-box data columns. Do not intermix the
customized data columns with the out-of-the-box data columns. For example, if the form
you are loading has 10 out-of-the-box fields and two customized fileds, on the data load
spreadsheet the out-of-the-box forms will appear in columns A through J and the
customized data fields must appear in column K and L.
Tip
If you have custom data, always run a test data load (see page 1203) job to ensure that
the custom data is picked up by the data load job.
Creating a test plan

Always test your dataload jobs before you run them on live data. Create a test plan that takes into
account the following considerations:
the forms into which you will be loading data

the volume of data you are loading
your system performance and resources (memory, processing speed, network bandwidth,
database capabilities, and so on)
the number of threads configured for CAI
UDM performance on the server.

When you finish drafting the test plan, review it with stakeholders and experts on the various
system areas that your plan touches on.
Populating the data spreadsheets

When all of the prerequisites are in place and you have completed your test plan, you can start to
work with the data load spreadsheets.
Note
When providing source data using, for example, dataload spreadsheets, LDAP source,
ARX files, or XML files, BMC Remedy ITSM requires that you provide the following data
at a minimum:
Data Out-of-the-box spreadsheets Out-of-the-box job templates
Company Company.xlsx Company
Organization PeopleOrg.xlsx People Organization
Location Location.xlsx Location
Support Group SupportGroup.xlsx Support Group
People People.xlsx People
For instructions about how to work with spreadsheets, see Managing spreadsheets (see
page 1276).
Identifying spreadshee ts
Identifying the spreadsheets for your use case Spreadsheets provided and target form
mapping (see page 1247)
Using CTM_LoadPeopleModification tab on the People.xls:
You can create a template with all support group associations and permissions that
you would like to give a user or a login id. Specify the newly created template name
and login id in the spreadsheet to load those support group associations or user
permissions groups. Update the Group list in the BMC Remedy AR System User
form with the support group associations and permissions.
A deadlock in the database happens if same person or login ID is repeated in a
spreadsheet and the duplicate records are processed in different threads or
processes in the database. To prevent the deadlock in the database, BMC
recommends you to have one template with all support group associations, people
permissions, and functional roles to apply to all users in one job. If multiple templates
need to be added to a single person, divide the job per template rather than dividing
a job per user.

Identifying templates
Using the templates that BMC provides with the Data Management utility, you can quickly create
data load jobs. You can use the data load templates as provided (see page 1321), or you can create
custom templates (see page 1321) for each Data Management user that based on the type of data
loads the user will be performing.
Example
The following example describes how to create a custom template based on the People template,
which is one of the BMC template types.
1. From the Application menu on the BMC Remedy ITSM Home page, select Data
Management > Job console.
2. In the navigation pane of Job console, choose Other Functions > Search template.
3. In the Template Name field, type People, then click Search. The system shows the People
template details.
4. Click Copy Template.
5. Provide a name for the new template that you are creating and select a template category
from the Category menu.
6. In the Steps section of the window, remove any steps that you do not need in the template.
To do this, highlight the steps that you do not need and from the top of the Steps section,
click Delete.
Note
The job dependency and sequencing within the steps that remain are adjusted by
the built-in UDM sequencing and dependency logic.

7. Click Save.
Ensuring data quality

If the validate (see page 1342)step of the data load job encounters missing required or conditionally
required fields, unexpected null values, data formatting issues, and so on, it will not run
successfully. Before running that data load job, you need to manually review the data in the
spreadsheets to ensure that the data that they contain is free from these types of errors.
If you find errors, you must address them in the spreadsheet before you create the data load job. In
some cases, you might need to address the data errors in the database and then generate a new
set of spreadsheets.
Data quality application preferences

If you are unsure of your data quality, consider setting the Job Wait preference (see page 1235) to
"Manual Validate - Manual Promote" . This preference causes the the job to wait at the validate
step so that you can review the data before the validation runs and gives you the opportunity
proactively troubleshoot data issues. BMC recommends setting this user preference especially
when loading bulk data in which data quality is uncertain.
Note
You also have the option of setting the Wait flag on individual steps in any given data load
job directly on the Job console, by highlighting the job step and clicking Enable Wait. Use
this option if you don't want every job step to wait for manual verification, only the ones
that you choose.

Creating and running data load jobs

When you have ensured that the pre-requisites are met, completed the planning activities, and
populated the spreadsheets, you are ready to work with the data load jobs (see page 1319).
Note
When importing Company and Support Group data, Data Management generates new
group IDs for imported companies and for imported support groups. This happens in the
background and is transparent to you. The generation of new group IDs does not alter or
affect the row level permissions of these companies and support groups.
Each data load job has the following steps:
The load step (see page 1333) imports your data from your source files to the dataload
staging forms. This step leverages Atrium Integrator jobs, which integrate source and target
data stores with data transformation based on specific rules.
The validate step (see page 1342) ensures that the data that was loaded during the load step
does not contain fatal errors. Each Validate step represents the validation of data for one
staging form. Note that during this step, if errors are found you will need to address the data
errors (see page 1357).
The promote step (see page 1347) either automatically or manually pushes all staging form
records that are valid to their respective target forms within the BMC Remedy ITSM
applications, based on the option selected for each Promote step within the job.
Note
You might need to run these steps iteratively until all of the data passes the Validate step
and can be promoted.
Data load job overview

You can use the dataload tool to import data into your BMC Remedy ITSM Suite of applications.
The main procedures of the dataload process are described in the following list:
1. Create a job using the Data Management Job Console.

For instructions, see Creating a job (see page 1320).

1.
Note
For information about creating customized jobs, see Creating customized jobs (see
page 1324).
2. Select a job template that includes a set of steps.

For instructions on using a template supplied by BMC, see Creating a job using out-of-the-
box templates (see page 1321). For information about customizing templates, see Creating
customized job templates (see page 1327).
3. Run the job. Choose one of the following methods to run your job:
Schedule a job by using the Job Scheduler Console to run at a future date and time
For instructions, see Scheduling jobs (see page 1352).
Running a job includes loading, validating, and promoting data. For more information,
see Completing steps (see page 1333).
Run the job manually and immediately instead of scheduling the job
For instructions, see Running a job (see page 1354).
Note
If you have customized BMC Remedy ITSM Suite, see Managing customizations (see
page 1378).
Troubleshooting and Best Practices

The following BMC knowledge articles provide valuable information about troubleshooting the Data
Management feature and Data Management Best Practices.
Troubleshooting Data Management

Data Management Best Practices
Which data migration method should I use

You can use the following methods to migrate data from an external source into BMC Remedy
ITSM Suite applications:
BMC Atrium Integrator (see page 1209)

Data load spreadsheets (see page 1209)
The recommended method of migrating data depends on the accessibility of the data.

When to use BMC Atrium Integrator

If you can access the data source in its original format by using BMC Atrium Integrator, create a
data transfer that maps from the original source to the BMC Remedy AR System data load staging
forms directly. The advantages to this method include:
No data handling errors occur.

The size of the operation does not affect attachment sizes.
This method is faster than using the data load spreadsheets.
Translating data into the spreadsheet format (see page 1244) is not necessary.
Note
You can, however, use the spreadsheets as documentation for destination schema (the
spreadsheets include size, type, help text, and so on).
When to use data load spreadsheets

If the data is distributed in many, disparate formats or requires significant reconciliation, perform
the following actions:
Use the data load spreadsheets (see page 1244).

Use alias replacement (see page 1343) to help automate the process.
If you are using the data load spreadsheets, see Spreadsheet usage tips (see page 1304)
for information about using them.
Levels of BMC Remedy ITSM Suite data

BMC Remedy ITSM Suite contains the following levels of data:
Foundation data — Configuration data that applies to all of the BMC Remedy ITSM Suite
applications, such as companies, sites, people, and categorization
Process setup data — Configuration data that affects processes for a specific application
(for example, decision trees can be used by BMC Service Desk)
Transactional data — Records created during day-to-day use of the product, such as
incidents and change requests
Notes
CI data can be loaded even if BMC Asset Management is not installed.

Not all levels or types of data are supported by all products in Data Management.
See the following diagram to understand which data is supported by which
product.
Levels and types of data supported, by product, in Data Management

Can I update data from every spreadsheet tab

The spreadsheets that you use for creating and updating data are organized into tabs. Each
spreadsheet tab represents an intermediate loading form (sometimes also referred to as a staging
form) that the Data Management utility uses later, during the data load job, to validate the data
before promoting it to the application forms.
You can create new data using any tab on any spreadsheet. However, you can only update
existing data from some of the tabs.
For example, when working with Foundation (see page 1209) data, you cannot update data from the
following People spreadsheet tabs. You can use these tabs only to create data.
Spreadsheet Tab - Create data only
People CTM_LoadPeoplePermissionGroups
CTM_LoadSupportGroupAssociation
The tables in the following sections list tabs from which you can update data:
Create and update data (see page 1211)

Process data (see page 1211)
Transactional data (see page 1211)
Create data only (see page 1212)
Create and update data

The following tables list the spreadsheet tabs from which you can update different data types.
Process data
The following table lists the tabs from which you can update Process (see page 1209)data.
Spreadsheet Tab - Create and update data
Process_ Setup_Knowledge RKM_LoadVisibilityGrpMappng
Transactional data
The following table lists the tabs from which you can update Transactional (see page 1209)data.
Transactional_Knowledge RKM_LoadPrblmSolnTemplate_Join
RKM_LoadKnownErrTemplate_Join
RKM_LoadReferenceTemplate_Join
RKM_LoadHowToTemplate_Join
RKM:LoadKCSTemplate_Join

RKM_LoadAssociations
Create data only

The following is a list of forms from in which can only create data. You cannot update data in these
forms.
Note
These forms are not affected by the Create Only flag in the Data Management application
preferences (see page 1235). Even when the Create Only flag is set to No, you cannot
update data in these forms.
APR:LoadSignature
CFG:LoadBusinessTimeHolidays
CFG:LoadReminders
CHG:LoadInfrastructureChange
CHG:LoadImpactedAreas
CHG:LoadWorkLog
CTM:LoadPeopleWorkLog
CTM:LoadSGPOnCall
CTM:LoadSupportGroupAlias
CTR:LoadContract_Relationship
CTR:LoadWorkLog
FIN:LoadCosts
FIN:LoadPayments
HPD:LoadHelpDesk
HPD:LoadImpactedAreas
HPD:LoadTemplate
HPD:LoadTemplateAssociations
HPD:LoadWorkLog
PBM:LoadImpactedAreas
PBM:LoadInvestigationWorkLog
PBM:LoadKnownErrorWorkLog
PBM:LoadSolutionDBAlias
PBM:LoadSolutionWorkLog
PCT:LoadProdCatAliasMapping
SHR:LoadAssociations
TMS:LoadAssignmentConfig
TMS:LoadAssociationTemplate
TMS:LoadFlowTemplate

TMS:LoadVariableMapping
TMS:LoadWorkInfo
Dataload components
This topic describes the main components that support the dataload process:
Atrium Integrator Spoon client (see page 1214)

Data Management Job Console (see page 1214)
Error management (see page 1215)
Load template (see page 1215)
BMC Atrium CMDB (see page 1215)
Note
The BMC Remedy ITSM Suite of applications runs on the BMC Remedy AR System
platform. The BMC Remedy Mid Tier serves as a client of the BMC Remedy AR System
server and as a sever to web browsers.
Dataload components

Atrium Integrator adapter for BMC Remedy AR System
BMC Remedy AR System provides an Atrium Integrator adapter plug-in that enables you to create
and run your own data transformations.
The adapter is used in transformations to import data into BMC Remedy AR System or to extract
data from BMC Remedy AR System into other data sources.
For more information, see Integrating and migrating data.
Atrium Integrator Spoon client

The Atrium Integrator Spoon client is a graphical transformation and job designer. For more
information, see Atrium Integrator Spoon client.
Data Management Job Console

The Data Management Job Console replaces the Data Load console that was used previously for
dataloads. It enables you to create and manage dataload jobs. The Data Management Job
Console is referred to as the Job Console in the the rest of the documentation. For information
about navigating the Job Console, see Navigating the Data Management Job console (see page
1215).

Error management
The error management functionality enables you to handle validation errors for multiple jobs from
one location in the Error Management console. For information about navigating the Error
Management console, see Navigating the Data Management Job console (see page 1215)
Load template
The load template functionality enables you to select an out-of-the-box template or previously-
saved custom template that you created for a job.
An out-of-the-box template already has a set of steps defined for it.
BMC Atrium CMDB

The BMC Remedy ITSM Suite of applications consumes data from the BMC Atrium Configuration
Management Database (BMC Atrium CMDB) application. BMC Atrium CMDB stores information
about the configuration items (CIs) in your environment and the relationships between them.
Navigating the Data Management Job console

This topic describes the main Job console and several of the more commonly accessed views of
the console. The topic provides the following information:
Using the main Job console (see page 1215)

Using the Job window (see page 1217)
Using the Error Management console (see page 1219)
Using the main Job console

The main Job console is where you create your dataload jobs. This section describes how to use
the main job console.
Functional areas of the Job Console

The following figure illustrates the functional areas of the Job Console.
Job Console
Click the following figure to expand it.

The following table describes what you can do in each of the functional areas.
Job Console functional areas
Functional area Description
Job Console banner
Breadcrumb bar A navigation aid that contains links to related records that you opened from the console
Breadcrumb navigation
controls
Job Console header
Show Select a job status to determine which jobs are displayed in the Job Console panel
Filter By Select All to show the jobs for all of the users for your company in the jobs table. Select My Jobs to
only show your jobs.
Navigation pane
Job Functions Job functions on the Job Console (see page 1216)
Other Functions Other functions on the Job Console (see page 1217)
Job Console panel
Refresh the Console Refreshes the console
Create Creating a job (see page 1320)
View Viewing a job (see page 1331)
Cancel Canceling a job (see page 1332)
Delete Delete a job
Jobs table Lists jobs for your company or companies
Job functions on the Job Console
The Job Console provides access to dataload tasks. The following table describes the job function
links in the navigation pane.

Link Description
Create Job Create a job. For more information, see Creating a job (see page 1320).
Search Job Search jobs. For more information, see Searching for a job (see page 1332).
Other functions on the Job Console
The following table describes the other functions in the navigation pane.
Note
If BMC Service Request Management is installed and you have Request Catalog
Manager or Administrator permissions for BMC Service Request Management, the Export
SRM Data link is available for use from the other functions in the navigation page. The
Export SRM Data link launches the Import Export Console for BMC Service Request
Management. For more information, see [srm91:Exporting SRDs, PDTS, and supporting
data].
Link Description
Create Template Create a template. For more information, see Creating customized job templates (see page 1327).
Search Template Search templates. For more information, see Searching for job templates (see page 1330).
Alias Mapping Manage data type aliases. For more information, see Defining aliases for data types (see page 1240).
Application Configure application preferences. For more information, see Configuring Data Management application
Preferences preferences (see page 1235).
Spreadsheets Manage spreadsheets. For more information, see Managing spreadsheets (see page 1276).
Error Handle errors captured in the Validation step. For more information, see Managing data errors (see page 1357
Management ).
Atrium Integrator DMT Admins can register Atrium Integrator jobs. For more information, see Registering a new Atrium
Jobs (only for Integrator job for a Load step (see page 1339). BMC recommends that you consult with your AR Administrator
DMT Admins) before making changes.
Advanced DMT Admins can open the UDM:Config form to configure the Atrium Integrator component. These entries
Configuration are input when the BMC Remedy AR System server is installed. BMC recommends that you consult with
(only for DMT your AR Administrator before making changes.
Admins)
Using the Job window

The Job window displays the details of your dataload jobs. From the Job window, you to make
changes to the jobs.

Functional areas of the Job window

The following figure illustrates the functional areas of the Job window.
Job window
Job window functional areas
Job window banner
Breadcrumb bar A navigational aid that contains links to related records that you opened from the window
Breadcrumb
navigation
controls
Navigation pane
Links Links on the Job window (see page 1219)
Functions Functions on the Job window (see page 1219)
Steps panel
Create Creating customized jobs (see page 1324)
View View the selected step and make changes to it
Delete Deleting steps (see page 1327)
Cancel Cancel the selected step
Enable Wait Make a selected step wait before it runs. The step will require manual intervention for it to run.

Remove Wait Enable the selected step to run automatically without waiting
Step groups Click on the Load, Validate, or Promote step groups to display the steps in each group.
Job panel
Save Save the job
Save as Template Save the job as a template for creating new jobs
Run Run the job
Cancel Job Cancel the job
Continue Run all of the steps that are queued and have been waiting to run
Re-Run from Run the same job again after correcting any errors in Error Management and to revalidate and promote the
Validate fixed records. This process does not run the Load step again.
Note: CI loads do not support Re-Run from Validate.
Links on the Job window

The Job window provides access to dataload tasks. The following table describes the links in the
navigation pane.
Link Description
View Audit Log View the audit log. For more information, see Viewing the audit log (see page 1356).
Functions on the Job window

The Job window provides access to the following functions in the navigation pane.
Link Description
Create as Make a copy of the job so you can run it again as a new job. This function enables you to run the Load steps again
New Job to load new data and also run the Validate and Promote steps.
Using the Error Management console

The Error Management console displays all captured validation errors. From this console, you can
make corrections and mass updates to multiple staging forms.
The following figure illustrates the functional areas of the Error Management console.
Error Management console

Error Management functional areas
Error Management banner
Breadcrumb bar A navigation aid that contains links to related records that you opened from the window
Breadcrumb navigation
controls
Errors pane Navigational tree structure that contains the errors generated for each job for which the user has
permissions
Results list table After you select a staging form in the Errors pane, the results list displays all related staging form
records
Error details panel After you select a staging form in the Errors pane, the error details panel displays the message text
Replacement fields panel Provides replacement fields for replacing incorrect data in the selected results list records
Refresh Refreshes the errors and results lists
Field Maintenance Opens the Field Maintenance window where you can choose the fields that are available for the
Return values panel
Delete staging Deletes the selected staging form records represented by selected rows in the results list
Note: CI loads do not support Delete staging.
Update staging Updates the selected results list records with the replacement values
Note: CI loads do not support Update staging.
View Opens associated staging form records
Null Pushes a null value to the staging form to clear out data on the staging form
Note: CI loads do not support Null.

Updating existing data

If data is already present in your BMC Remedy ITSM system, you can create jobs to update
specific fields (for example: First Name, Last Name, Login ID, and Site Address). You can also use
the data wizard to update foundation data (for example: Company Name and Site Name) that
cannot be modified in foundation configuration forms.
Click here (see page 1360) for more information about using the data wizard to modify data.
Related topics
Spreadsheets required for minimum standard configuration (see page 1272)
Dependencies among foundation dataload spreadsheets (see page 1274)
Foundation data mapping (see page 1247)
Process setup data mapping (see page 1250)
Transactional data mapping (see page 1252)
Exclusions from Data Management

This topic lists areas excluded from the Data Management tool.
Exclusions from data load

The following foundation forms are excluded from bulk load data management:
CFG:Geography City
CFG:Geography Country
CFG:Geography Stat/Province
These foundation geography forms are excluded because BMC Remedy ITSM provides extensive
data for all these forms with installation of the applications. To import additional data, import the
records directly into these forms using BMC Remedy Data Import. For information about using
BMC Remedy Data Import, see the BMC Remedy Data Import help.
Exclusions from the data wizard

Some fields on specified forms are excluded from the data wizard for one of the following reasons:
The field on the specified form is shorter than the field elsewhere in the application.
The field on the form is not uniquely identified.
You can manually update any of these fields, as required. If the field is shorter than required,
however, you must increase the field length.
The following table lists fields not updated by the data wizard, because the field on the form is
shorter than required.
BMC Remedy ITSM fields not updated by the data wizard

Form or forms Field or fields Contains Current Required

length length
BMC.AM: Owner Person's full name 50 128

BMC_InventoryStorage_ zFullName Person's full name (duplicate of 128 128
AST:InventoryStorage zLoginName Owner) 30 254
Login ID
CTM:Login ID Created By LoginID 40 254
The following table lists fields not updated by the data wizard, because the field on the form is not
uniquely identified. For example, a person's name is listed on the form, but not the Person ID or
Login ID.
Fields that are not uniquely identified
Form or forms Fields

containing
Support
CHG:CCMSavedSearch-CRCI group
CHG:CCMSavedSearch-ImpLoc
CHG:CCMSavedSearch-ServiceCI
Product
AST:ConfigNotification Model
AST:Notifications /Version
A person's
AST:Install_ASI name
BMC.CORE:BMC_BaseElement
CHG:CCMSavedSearch
CHG:CCMSavedSearch-CRCI
CHG:CCMSavedSearch-ImpLoc
CHG:CCMSavedSearch-ServiceCI
CHG:CHGSLM:Qualbuilder
CTR:ContractBase
HPD:IncidentInterface_Create (Direct Contact fields)
PBM:ProblemInterface_Create
SRM:Request (AppRequestAssignee)
SRM:RequestInterface_Create (AppRequestAssignee)
TMS:Flow
TMS:TaskGroup
TMS:TaskGroupTemplate
The following exclusions are applicable only if you are a BMC Remedy ITSM on-premise customer who has
Service Pack 1 for version 8.1.00 or a newer version of the BMC Remedy ITSM Suite installed:
SRS:AdvanceInterfaceProductOrdering
IAM:PersonPeopleData
RKM:Notifications

Multi-tenancy and Data Management

When your Data Management system is set up for multi-tenancy, users can associate more than
one company with their profiles. Users can create jobs and templates for these companies, and
can use custom templates that have been created for the companies. Multiple companies can be
added to custom templates so that the templates can be shared. For more information, see
Creating customized job templates (see page 1327).
Recommendation
For non-multi-tenant environments or centralized data administration, BMC recommends

that all Data Management users either have unrestricted access or they should have
access to the company data they are loading. Centralized data administration can be
implemented in a multi-tenant environment when you have defined a central group of
users who will administer data across all tenants.
Example
A user's profile has company A and company B defined. The user can create separate jobs
for company A and company B, create templates for company A and company B, and can
also use the custom templates that have been created for either company.
If a custom template has been created for company B and company C, the user has access to
the template because of their access to company B. The user cannot see custom templates
created only for company C. Likewise, the user cannot see jobs, steps or staging form data
created under company C; they can view jobs, steps, and staging form data only for company
A and B, and can modify only jobs and steps that they own for company A and B.
Data Management user scenarios

This section describes typical user scenarios for using the dataload tool and data wizard.
Scenario Procedures
User scenario for data loads (see page 1224) Use the dataload tool to load
new data.
Changing a user's login ID using the Data Wizard Console (see page 1225) Use the data wizard to modify
data.
Reorganizing a department and changing support group names using the Data Wizard Use the data wizard to modify
Console (see page 1228) data.
Related topic

User scenario for data loads

The following user scenario describes how a DMT User can import data from external sources into
BMC Remedy ITSM applications using the jobs-based framework and then how a DMT Admin can
modify a job on behalf of another user.
Joe Unser works for Calbro Services in the Human Resources department and he is responsible
for keeping organizational data in BMC Remedy ITSM Suite of applications up-to-date. He starts
his two-week vacation tomorrow.
Allen Allbrook is the DMT Admin for Calbro Services. He will be Joe's backup while Joe is away.
Because he is a DMT Admin, he can modify jobs that were created by other users.
Allen Allbrook defines Joe Unser as a DMT User. For more information, see Defining users and
administrators for Data Management (see page 1232).
Loading new organizational data

The following procedure describes the typical steps involved in this user scenario.
1. From the Spreadsheet Management window, Joe Unser downloads the required People.xlsx
Microsoft Excel spreadsheet, which is needed to update people information, onto his
desktop.
Joe uses Microsoft Excel to update the People.xlsx spreadsheet with the new people
information.
When the People records are loaded using People Templates using Data
Management or the Onboarding Wizard the values specified on the People
Template record are not used. Only the permission groups, support groups and
functional roles tied to the people template are applied to the People record.
2. From the Spreadsheet Management window, Joe uploads the People.xlsx spreadsheet back
into the Data Management system.
3. From the Job (New) window, Joe selects the standard out-of-the box People template and
creates a job. The template includes a set of predefined steps. For more information see,
Creating a job using out-of-the-box templates (see page 1321).
Note
Joe or Allen could choose to create a customized job that pauses the job at a
selected status. For information, see Creating customized jobs (see page 1324).
4.
4. Joe realizes that there are more changes that need to be made before he can run the job.
As he is going on vacation tomorrow, he asks Allen to add the missing support group
information and run the job while he is away.
5. Using Spreadsheet Management, Allen makes the required changes to the SupportGroup.
xlsx spreadsheet and uploads the changes to the system.
6. From the Job Console, Allen searches for Joe's job, retrieves it, and modifies Joe's job by
adding the Support Group template to the job.
7. Allen configures the Load step. For more information, see Load step (see page 1333).
8. Allen runs the job. For more information, see Running a job (see page 1354).
The Microsoft Excel spreadsheets are imported into the staging forms and the data is
validated and promoted.
Note
The Load step maps the Excel spreadsheets to the staging forms.
During validation, the alias replacement function for data loads replaces alias
values on staging forms with the actual values based on defined alias mappings.
For more information, see Alias replacement during validation (see page 1343).
The validate step also automatically converts the letter case of values on staging
forms for the supported data type fields so the case is the same as the case used
for the values on the parent form. For more information, see Case insensitivity
correction during validation (see page 1345).
9. From the Error Management console (see page ), Allen fixes any validation errors and
re-runs the job. For information about fixing errors, see Managing data errors (see page 1357)
.
Note
Once Allen (or Joe) has run the job and the target server has their valid data, Allen
(or Joe) would not typically load their data again. Instead, he would just fix any
errors for the staging forms in Error Management, rerun the job, and then promote
the remaining data to the target server.
Changing a user's login ID using the Data Wizard Console

In this scenario, a user's recent name change requires a change in that user's ID.
For more detailed information about using the Data Wizard Console, see Using the data wizard to
modify data (see page 1360).
To use the data wizard to change a user ID

1. From the Applications list on the IT Home page, select Data Management > Data Wizard.
The Data Wizard Console opens.
2. To determine how many records will be affected by the login ID update, run the count
function in the data wizard and view the log after the count has completed.
a. Select Count target values as the action you want to perform.
b. Select Login ID as the type of data to be acted upon.
The following figure shows the Data Wizard Status Screen with the results log for the
count operation.
Data Wizard console status screen showing the results log
3. Depending on the number of records that will be affected, choose a time to perform the
update. If a large number of records are affected, you might want to schedule the update to
run in off hours.
In the example shown above two forms are affected: CTM: SupportGroupAssociation and
CTM: SupportGroupFunctionalRole. Each form has two login IDs that have to be updated.
4. Run the update function in the data wizard. The following figure shows the Update target
values function and the Login ID data type selected. The second figure below shows the
next screen with the Login ID details for the update specified.
Data Wizard console showing update for Login ID selection

Next screen showing Login ID details for the update
5.
5. View the resulting status and log to see how many records were updated.
The following figure hows the results screen after the Update Login ID function has run. The
number of records updated for each form should match the count from step 2.
Results of the Update Login ID function
The individual can now sign in using the new login ID.
Reorganizing a department and changing support group names using the Data Wizard
Console
In this scenario, your company has reorganized its IT department and needs to rename some
support groups.
For more detailed information about using the Data Wizard Console, see Using the data wizard to
modify data (see page 1360).
To use the data wizard to change support group names
1. From the Applications list on the IT Home page, select Data Management > Data Wizard.
The Data Wizard Console opens.
2. Determine how many records updating support group names will affect by running the count
function in the data wizard and viewing the log after the count has completed.
a. From the Select the action you want to perform list, select Count target values.
b.
2.
b. From the Select the type of data to be acted upon list, select Support Group.
The following figure shows the Count target values function and the Support Group
data type selected. The second figure below shows the next screen with the Support
Group details for the update specified.
Data Wizard Console showing update for Support Group selection
Next screen showing Support Group details for the update

3. Depending on the number of records that will be affected, choose a time to perform the
update. If a large number of records are affected, you might want to schedule the update to
run in off hours.
4. Run the update function in the data wizard:
a. From the Select the action you want to perform list, select Update target values.
b. From the Select the type of data to be acted upon list, select Support Group.
The following figure shows the Support Group form that is displayed and the data
entered for the update.
Support Group form with data entered for update

5. View the resulting status and log to see how many records were updated. The results
screen shows the updates made after the Update Support Group function has run. The
number of records updated for each form should match the count from step 2.
The employees can now use BMC Remedy ITSM under their new support group.
Configuring Data Management

This section provides information about configuring Data Management prior to using it.
Defining users and administrators for Data Management (see page 1232)
Configuring the load file path for the BMC Remedy AR System attachments and
spreadsheets repository (see page 1233)
Configuring Data Management application preferences (see page 1235)
Loading a parent group through Unified Data Management and Onboarding Wizard (see
page 1238)
Staging forms dependencies (see page 1239)
Defining aliases for data types (see page 1240)
Disabling indexing for knowledge articles (see page 1243)
Configuring Data Management: Recommendations (see page 1244)
For information on the DMT Admin and DMT User roles, see Data Management user roles (see
page 77).
Note

In a single server environment, escalations must be enabled on the AR System server. If

you are running a server group environment, then escalations must be enabled on the AR
System server from which you are running the Data Management jobs.
To check if the Escalation object is enabled (which on the applicable AR System server
means that the Disable Escalations option is not selected), see Removing or disabling
objects.
Defining users and administrators for Data Management

Application administrators can define users and administrators. The following procedure describes
the minimum information required to define a DMT Admin or DMT User. When you configure users,
you should modify the login ID to make it secure.
Note
Always configure people by opening the BMC Remedy ITSM People form from the
Application Administration Console. Changes in that form are automatically made in the
BMC Remedy AR System User form, but changes in the User form are not made in the
People form.
To define DMT Admin or DMT User

To define users, application administrators must have a BMC Remedy AR System license.
1. From your browser, log on to BMC Remedy ITSM as appadmin (default login ID).
2. From the Applications list on the IT Home page, select Administrator Console > Application
3. On the Standard Configuration tab, select the appropriate company and then perform one of
the following steps:
(Use new user as DMT Admin or DMT User) Create a record for the new user.
(Use existing user as DMT Admin or DMT User) Find the user by completing the
following substeps:
a. Click View next to Step 4 People in the Standard Configuration tab of the
b. In the People form, search for the user.
c. Select the user to define as the DMT Admin or DMT User.
Information for the selected user appears in the People form.
a. In the Unrestricted Access field, select No.
Note

a.
The DMT Admin can be granted unrestricted access by selecting Yes, but
that will mean that he or she will be able to override all jobs in all
companies.
b. In the Application Permission area, click Update Permission Groups.

c. In the Permission Group field of the Permission Group dialog box, select DMT User
for a user or DMT Admin for an administrator.
d. Click Add/Modify for each permission group.
e. Click Close.
The DMT Admin or DMT User information is stored in the BMC Remedy AR System User form and
the BMC Remedy ITSM People form.
Related topic
Configuring the load file path for the BMC Remedy AR System attachments and
spreadsheets repository
How the load file path for the BMC Remedy AR System repository for attachments and
spreadsheets is configured depends on what type of server environment you have: single server or
server group.
Single server environments

In single server environments, the load file path is configured automatically.
When you open either the Data Management Job console or the Onboarding wizard, the system
checks for the data management load file path. If one is not specified, the system sets the file path
to that of the AR System database directory.
You can override the default AR System database directory load file path by following the
configuring procedure (see page 1234) described in Server group environments (see page 1233),
below, and specifying the custom load file path in Step 2.
Server group environments

In server group environments, you must configure the BMC Remedy AR System repository for
attachments and spreadsheets manually. This procedure must be done by someone with AR
System Administrator permissions prior to DMT Users and DMT Admins creating or modifying jobs.
The files in this temporary work area will be read by the Atrium Integrator during the Load step.
Warning

If you see the following error message when you create or modify a job, contact your AR
Administrator before proceeding:
The system setting for Data Management file path is not set,
please have your AR Administrator configure this (Jobs may not be
run, until this is set)
Note
If you have AR Administrator permissions and you see the error message described
above, you can click on the question mark icon, to open the System Settings form directly
from the error message.
To configure the BMC Remedy AR System repository for attachments and spreadsheets
1. From the IT Home page and the list of applications, select Administrator Console >
Application Administration Console > Custom Configuration > Foundation > Advanced
Options > System Configuration Settings - System Settings and click Open. The System
Settings form opens.
2. In the System Settings form, enter the required information in the Data Management Load
File Path field; for example:
For Microsoft Windows:
Enter a fully qualified Universal Naming Convention (UNC) file path as follows for both
single and server group installations:
\\<serverName>\<yourFolderName>\
Note
The file path also:

must end with a backslash
might need the $ symbol to indicate a drive letter
must not contain spaces. For example: \\<servername>\C$\datatoool\

For UNIX:
In a single server UNIX environment, you can define a local folder (for example /tmp
/LoadFiles/) or you can create a mount point (Network File System or other file system) and
use /mount/LoadFiles/.
In a server group UNIX environment, you must define a mount point (Network File System
or other file system) and use /mount/LoadFiles/.
Warning
You must ensure that BMC Remedy AR System can write to your path. If you are
using Windows, access to the UNC file path should be restricted to the BMC
Remedy AR System environment and secured by Internet Protocol (IP) address
filtering. If you are using UNIX, BMC Remedy AR System must have full access to
your mount point.
If you have multiple servers in a server group, they must all have Read, Create,
and Delete permissions for the folders and files in this path or mount point.
Recommendation
For single server installations, use a local drive for the BMC Remedy AR System
server to assist with performance instead of a LAN or WAN. The server must be
named and it cannot be defined as \\localhost\.
Configuring Data Management application preferences

You can configure specific Data Management preferences so that they are enabled by default for
all of your dataload jobs. You do not need to set these values for each record individually when you
create steps.
To configure application preferences
1. From the Applications list on the IT Home page, select Data Management > Job Console.
2. From the navigation pane on the Job Console, select Other Functions > Application
Preferences.
3. Select the Data Management tab.
4. In the Application Preferences dialog box, you can choose to customize the following
features:
Create only
You can select from the following choices:

Select Yes if you only want new data to be created and you do not want
existing records to be updated. Once you select Create Only, only new records
are created for the target applications by default. Staging form records that
already exist in the target applications or on the same staging form are flagged
as errors and should be corrected.
Select No to run the validate steps in update mode. New records are created
in the target applications, duplicate records are not flagged as errors, and the
data is pushed to the target applications, effectively updating it.
Select Template Value to set the Create Only flag on your job to match the
setting for this flag on the template you used to create the job.
Note
The following forms will allow you to create records and will not
update records in the target forms whether or not Create Only is
selected:
APR:LoadSignature
CFG:LoadReminders
CHG:LoadInfrastructureChange
CHG:LoadWorkLog
CTM:LoadSGPOnCall
CTM:LoadSupportGroupAlias
CTR:LoadWorkLog
FIN:LoadCosts
FIN:LoadPayments
HPD:LoadHelpDesk
HPD:LoadTemplate
HPD:LoadTemplateAssociations
HPD:LoadWorkLog
PBM:LoadInvestigationWorkLog
PBM:LoadKnownErrorWorkLog
PBM:LoadSolutionDBAlias
PBM:LoadSolutionWorkLog
TMS:LoadAssignmentConfig

TMS:LoadVariableMapping
TMS:LoadWorkInfo
You can choose to change this selection later when you create individual steps
for jobs. For information about creating steps, see Creating customized jobs
(see page 1324).
Job Wait
When a wait flag is set for a step, the step stays in progress and does not run until
the wait flag is removed by the user. For information about removing the wait flag,
see Running a job (see page 1354).
You can choose to change this selection later when you create individual steps for
jobs. For information about creating steps, see Creating customized jobs (see page
1324).
You can choose from the following:
Auto Validate - Auto Promote, which means that by default the job will not wait
at either the Validate or Promote step
Manual Validate - Auto Promote, which means that all Validate steps are
created with a wait flag set by default. Promote wait flags are not set by default
Auto Validate - Manual Promote, which means that all Promote steps are
created with a wait flag set by default. Validate wait flags are not set by default
Manual Validate - Manual Promote, which means that all Validate and
Promote steps have the wait flag set by default
Template Value, which means that wait flags are set for the Validate and
Promote steps to match the wait flags used by your job's template by default
Note
You cannot set a wait flag for Load steps.
Keep Promoted Staging Records

Enter the number of days from job completion that your promoted staging records
should remain in your database. After this time period, an escalation removes all
promoted staging data. BMC recommends that you provide just enough time to
ensure proper promotion of your data and that this should be less than two weeks.
Notify before deleting Non-promoted
Enter the number of days after job completion until the owner of job is notified
concerning non-promoted data. The actual data will be deleted from your database
seven days after the notification. BMC recommends that you enter 60 days.

Delete Job and Steps after

Enter the number of days after job completion until jobs and steps are deleted from
your database. BMC recommends that you enter 365 days in case old jobs are
required as templates.
Loading a parent group through Unified Data Management and Onboarding Wizard
The hierarchical group structure allows you to easily organize larger groups in hierarchical order. If
a group must have access to data belonging to different groups, assigning a parent group can
simplify permission management. While importing companies and support groups by using the
Unified Data Management (UDM) and Onboarding Wizard, you can load a parent group for a
company or a support group. You can use the standard UDM and Onboarding wizard
spreadsheets to specify a parent group and fix the errors corresponding to a parent group through
the Error Management console.
Specifying a parent group through spreadsheets (see page 1238)

Considerations when loading a parent group on the Onboarding wizard (see page 1238)
Fixing parent group-related errors on the Error Management console (see page 1239)
Specifying a parent group through spreadsheets

The Company and Support Group spreadsheets for UDM and Onboarding Wizard include the
Parent Company, Parent Support Organization, Parent Support Group fields.
A data administrator can perform the following actions:
Create a company or a support group and define a parent group for a company or a support
group
Update the parent group for a company or a support group
Considerations when loading a parent group on the Onboarding wizard

While validating the records through Data Visualizer, you can select a parent group for a company
or a support group on the Onboarding wizard for the COM:LoadCompany and CTM:
LoadSupportGroup forms:
Set Parent Group Type: Select a parent group type to indicate if a parent group is a
company or a support group. The Parent Group Name list displays the values based on the
parent group type.
Parent Group Name: Select the parent group name. This field lists the names of companies
or support groups based on the parent group type selected from the Set Parent Group Type
list.
Set Parent as Blank: Select this check box to remove parent group.
Note

The step 1 and step 4 of onboarding wizard phase 1 display the fields listed below:
Set Parent Group Type

Parent Group Name
Set Parent as Blank
Fixing parent group-related errors on the Error Management console

The Error Management console allows you to fix the records that have errors relevant to a parent
company, parent support group, or a parent support organization. Update the following form fields
to fix the errors:
Form Field(s)
COM:LoadCompany
Parent Company
CTM:LoadSupportGroup
Parent Company
Parent Support Organization
Parent Support Group
Related topics
Hierarchical groups (see page 1182)
Staging forms dependencies

Application administrators are responsible for creating a sequence for all staging forms in the
staging form dependency table (in the DMT:SYS:StagingFormDependency form).
The sequence is the order of steps.
Note
Steps can run simultaneously.
When you add new records to the staging form dependency table, the sequencing engine
determines how new staging forms fit into the existing sequence.
When you create a job, the existing sequence records are compared with the records in DMT:SYS:
StagingFormDependency form and SHR:SchemaNames form to determine whether the existing
sequence records are the latest records. If newer records exist in either of these two forms, a new
sequence is generated before the job is created.
For information about what happens when a job runs, see Step run sequence (see page 1356).

Related topic
Understanding the staging forms (see page 1379)
Defining aliases for data types

Use aliases when you are extracting data from multiple sources (for example, from a mainframe
database and a Microsoft Access database) and there is a possibility that the same data is stored
differently in each database. For example, in the mainframe database, the Company name Calbro
Services is stored as "Calbro Svcs" but in the Microsoft Access database it is stored as
"Calbro". You can reconcile the values manually when entering the data in the spreadsheets, so
that it is all represented as one common value (for example, "Calbro"). However, the more efficient
way to reconcile the values is to create an alias that maps all possible value variants to a single
value.
For example, you can create an alias that maps "Calbro Services", "Calbro Svcs", and "Calbro
Srvs" to the single data value: "Calbro". In this example, all of the data value variations listed as
aliases are reconciled to the single value when the Data Management system validates and loads
the data.
Filtering aliases (see page 1240)

Creating an alias (see page 1242)
Managing aliases (see page 1243)
Validating all aliases (see page 1243)
Filtering aliases
Alias mapping inherently filters the alias replacement mappings based on Company, so you can
only see or edit mappings if you are a member of the company for which the alias mapping was
created. You can further filter the search results using the filtering options above the Alias Mapping
table.
Note
You can only add alias mappings for companies that you have access to.
Filtering options
Note

You must complete all three fields shown in the figure above to perform the search.
The search column drop-down list (see 1 in the preceding figure) enables you to choose the table
column that you want to search on. The choices are:
Alias Type
Alias
Company/Support Company
Organization/Support Organization
Department
Site
The search type drop-down list (see 2 in the figure) enables you to choose the type of search to
perform. The choices are:
contains
does not contains
equals
does not equal
starts with
ends with
The search qualifier field (see 3 in the figure) enables you to enter a string or partial string to
search for. This value will return different results depending on the values selected for the search
column and search type drop-down lists.
All searches using the search type are case-sensitive.
The following list provides some examples of the different types of searches:
Contains: The qualifier string from the search qualifier field must appear in the target table
column, which is specified in the search column drop-down list.
Calbro Services contains:
Calbro Services
Cal
bro
r
vices
Does not contain: The qualifier string must not appear in the target table column, which is
specified in the search column drop-down list.
Calbro Services does not contain:
Calbro services
cal
Bro

services
x
Equals: The qualifier string must exactly equal the text contained in the target table column,
which is specified in the search column drop-down list.
Calbro Services equals:
Calbro Services
Does not equal: The qualifier string must not exactly equal the text contained in the target
table column, which is specified in the search column drop-down list.
Calbro Services does not equal:
Calbro
cal
Bro
cs
xxx
Starts with: The qualifier string must appear at the start of the text contained in the target
table column, which is specified in the search column drop-down list.
Calbro Services starts with:
Calbro
Cal
Calbro Services
C
Ends with: The qualifier string from the search qualifier field must appear at the end of the
text contained in the target table column, which is specified in the search column drop-down
list.
Calbro Services ends with:
s
vices
Services
Calbro Services
Creating an alias
When creating or modifying aliases, you must ensure that the alias created or modified is only for
the specific data type. For example, if the data type is Support Group, the alias is for the Support
Group name only.
1. In the navigation pane of the Job Console, select Other Functions > Alias mapping.
2. Click Create.
3. Select the required data type.
4. Enter the alias name.
5. Enter a company name.
6. Click Save to save the alias record.
The alias is saved as unvalidated (see page 1243) .

Managing aliases
This section describes various actions that you can perform on aliases
Modifying an alias
1. Select the alias that you want to modify in the Alias Mapping table.
2. Click View.
3. Complete the required changes.
The alias is saved as unvalidated (see page 1243).
Delete an alias
1. Select the alias that you are going to delete in the Alias Mapping table.
2. Click Delete.
A confirmation dialog box appears. Click Yes to delete the alias or No to cancel the deletion.
Validating all aliases
Note
You must have DMT Admin permissions in order to validate all aliases.
1. Click Validate in the Alias Mapping window.

2. If the actual name exists in the system then the Validate status for an alias shows as Valid,
otherwise it shows as Unvalidated.
Related topics
Alias replacement during validation (see page 1343)
Case insensitivity correction during validation (see page 1345)
User scenario for data loads (see page 1224)
Disabling indexing for knowledge articles
Recommendation
Before you can load knowledge articles, disable indexing for the knowledge sources due
to performance considerations. After you have successfully loaded knowledge articles,
enable indexing so that the knowledge sources become available for searching.

Related topics
Indexing on demand (see page 1243)
Toggling knowledge source availability (see page 1243)
Configuring Data Management: Recommendations

This topic provides the recommendations to be followed while configuring Unified Data
Management in the following scenarios:
Scenario Forms to be updated
Server group environment: A server group environment consists of two or more

servers that share the same database and are designated as part of a server AR System Server Group Operation
group. Server groups are designed to provide failover operations for crucial Ranking
operations. . UDM:Config
UDM:RAppPassword
Armonitor.cfg
Execution Instance
Non-server group environment: In a non-server group environment, a single

server exists. UDM:Config
UDM:RAppPassword
Armonitor.cfg
Execution Instance form
Note: As the non-server environment

contains a single AR server, you need not
rank the AR server. Jobs run on this server
by default.
Database restore: You must verify and update the server name references in the
UDM forms if you want to perform testing before making the server as new UDM:Config
production server. UDM:RAppPassword
UDM:ExecutionInstance
UDM:PermissionInfo
UDM:CartePending
For details, see Updating the destination

server names after data migration.
Populating the dataload spreadsheets

Before you can import data, you must populate the appropriate dataload spreadsheets.
Note
Dataload spreadsheets from earlier versions of BMC Remedy ITSM are not compatible
with this version. When using the Data Management feature, you must use the dataload
spreadsheets that are provided with this version of BMC Remedy ITSM.

Understanding the dataload spreadsheets (see page 1245)

Spreadsheets provided and target form mapping (see page 1247)
Entering data in the spreadsheets (see page 1258)
Automatic spreadsheet-content checking: version 8.1.02 and later (see page 1275)
Managing spreadsheets (see page 1276)
Registering staging schema names (see page 1280)
Autogenerating spreadsheets (see page 1280)
Spreadsheet data values (see page 1281)
Understanding the dataload spreadsheets

This section provides an overview of the dataload spreadsheets. Additional instructions are
provided within the spreadsheets.
Data Management provides out-of-the-box dataload spreadsheets that can be copied to create
your own spreadsheets.
Note
The out-of-the-box spreadsheets cannot be modified by a DMT User or DMT Admin. Only
an AR Administrator can modify these spreadsheets.
Each workbook contains related spreadsheets. The first tab provides instructions for using the
spreadsheet. Each of the subsequent tabs corresponds to the form into which the data is
populated.
Example spreadsheet

Column headings provide instructions for completing that column of the spreadsheets according to
the following standards:
A green column heading indicates a required field.

An orange column heading indicates a field that might be required, depending on a value
set in another column.
Text in the first row provides instructions for entering data in the column.
The number above each column heading is the database length of the field. This number
corresponds to the number of bytes in the field. For English and other single-byte languages, the
number of bytes is the same as the number of characters. Double-byte languages use two bytes
per character.
Validation on each column indicates if you entered data longer than this maximum allowed length.
The successful validation of field lengths in Microsoft Excel spreadsheets for multi-byte languages
does not guarantee that the data will be imported successfully. The data import process uses the
number of bytes when importing to fields while Excel validates the number of characters.

This validation occurs only when you type in the spreadsheet cells. If you bring in data by copying
and pasting from another source or by importing data into the spreadsheet, you bypass the
validation.
When you are completing spreadsheet fields that involve either selecting numbers or words, and
your data is localized, you must select a number instead of a word.
Spreadsheets provided and target form mapping

This section lists the Microsoft Excel (.xlsx) spreadsheets that are shipped with BMC Remedy IT
Service Management and describes:
how the spreadsheet tabs map to the staging forms.

how the staging forms map to the primary target forms in BMC Remedy ITSM.
The information provided in this section is organised according to the data types described in
Levels of BMC Remedy ITSM Suite data (see page 1209), as follows:
Foundation data mapping (see page 1247)

Process setup data mapping (see page 1250)
Transactional data mapping (see page 1252)
When entering data, be aware that data in one spreadsheet can depend on data that is
either entered on another spreadsheet or already loaded in the system. For example, the
company field, which is entered on most spreadsheets, must match a company either
created in Company.xlsx or already loaded on the system. These dependencies are
noted in the instructions in the spreadsheets.
The Dataload spreadsheet dependencies topic (see page 1262) has more information
about the order in which to load data.
Foundation data mapping

This section lists the mapping of foundation data from spreadsheets to target forms.
Note

Foundation data mapping
Spreadsheet Tab Staging form Target form or forms
Company.xlsx COM_LoadCompany COM:LoadCompany COM:Company
Company.xlsx COM_LoadCompany COM:LoadCompany COM:Company Alias

Alias Alias
Financials.xlsx FIN_LoadConfig FIN:LoadConfig FIN:ConfigCostCentersRepository

CostCentersRep CostCentersRep
Financials.xlsx FIN_LoadCost FIN:LoadCost FIN:CostCenterUDAAssociations

CenterUDAAssoc CenterUDAAssoc
GenericCatalog.xlsx CFG_Load CFG:LoadGeneric CFG:Generic Catalog

GenericCatalog Catalog
GenericCatalog.xlsx CFG_LoadGeneric CFG:LoadGeneric CFG:GenericProdServiceAssoc

ProdSerAssoc ProdSerAssoc
GenericCatalog.xlsx CFG_LoadGeneric CFG:LoadGeneric CFG:GenericCompanyModuleAssoc

CpyModuleAssoc CpyModuleAssoc
Geography.xlsx CTM_Load CTM:Load CTM:PostalCodes

PostalCodes PostalCodes
Location.xlsx SIT_LoadSite SIT:LoadSite SIT:Site
Location.xlsx SIT_LoadSiteAlias SIT:LoadSiteAlias SIT:Site Alias
Location.xlsx CTM_LoadRegion CTM:LoadRegion CTM:Region
Location.xlsx SIT_LoadSiteGroup SIT:LoadSiteGroup SIT:Site Group
Location.xlsx SIT_LoadSite SIT:LoadSite SIT:Site Company Association

CompanyAssoc CompanyAssoc
Operational CFG_Load CFG:Load CFG:Service Catalog

Catalog.xlsx ServiceCatalog ServiceCatalog
Operational CFG_LoadService CFG:LoadService CFG:Service Catalog Assoc

Catalog.xlsx CatalogAssoc CatalogAssoc
People.xlsx CTM_Load CTM:LoadPeople CTM:People Template

PeopleTemplate Template
People.xlsx CTM_LoadPeople CTM:LoadPeople

CTM:People
User (if a Remedy Login ID is specified)
People.xlsx CTM_LoadPeople CTM:Load CTM:People Template PG

TemplatePG PeopleTemplatePG
People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People Template SG

TemplateSG TemplateSG

People.xlsx CTM_LoadPeople CTM:LoadPeople

TemplateSFR TemplateSFR CTM:SupportGroup
FunctionalRole
AP:Role
People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:Login ID

Attributes Attributes
People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People Wallet

People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People HR Attendance Mgmt

People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People HR Time Management

People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People Education

People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People Travel Profile

People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People Benefit Info

People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People IT Skills

People.xlsx FIN_LoadCost FIN:LoadCost FIN:CostCenterUDAAssociations

CenterUDAAssoc CenterUDAAssoc
People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People WorkLog

WorkLog WorkLog
People.xlsx NTE_LoadCFG NTE:LoadCFG NTE:CFG-Notification Events

NotificationEvents NotificationEvents
People.xlsx CTM_LoadPeople CTM:LoadPeople CTM:PeoplePermission Groups

PermissionGroups PermissionGroups
People.xlsx CTM_LoadSupport CTM:LoadSupport CTM:Support Group Association

GroupAssociation GroupAssociation
People.xlsx CTM_LoadSupport CTM:LoadSupport CTM:SupportGroupFunctionalRole

GroupFunctionalRole GroupFunctionalRole
PeopleOrg.xlsx CTM_LoadPeople CTM:LoadPeople CTM:People Organization

Organization Organization
Product PCT_Load PCT:Load PCT:Product Catalog

Catalog.xlsx ProductCatalog ProductCatalog
Product PCT_Load PCT:Load PCT:Product Alias

Catalog.xlsx ProductAlias ProductAlias
Product PCT_LoadProd PCT:LoadProd PCT:ProductCompanyAssociation

Catalog.xlsx ComAssoc ComAssoc
PCT:Product Model/Version

Product PCT_LoadProd PCT:LoadProd

Catalog.xlsx ModelVersion ModelVersion
Product PCT_LoadModel PCT:Load PCT:ModelVersion Patch

Catalog.xlsx VersionPatch ModelVersionPatch
Product PCT_LoadProd PCT:LoadProdCat PCT:ProductCatalogAlias

Catalog.xlsx CatAliasMapping AliasMapping MappingForm
SupportGroup.xlsx CTM_LoadSupport CTM:LoadSupport CTM:Support Group

Group Group
SupportGroup.xlsx CTM_Load CTM:Load CTM:Support Group Assignments

SGPAssignments SGPAssignments
SupportGroup.xlsx CTM_LoadSupport CTM:LoadSupport CTM:Support Group Alias

GroupAlias GroupAlias
SupportGroup.xlsx CTM_LoadSGPOnCall CTM:LoadSGPOnCall CTM:Support Group On-Call
SupportGroup.xlsx CFG_LoadBusiness CFG:Load Business Time Workdays

TimeWorkdays Business
TimeWorkdays
SupportGroup.xlsx CFG_LoadBusiness CFG:LoadBusiness

TimeHolidays TimeHolidays CFG:Business Holidays
Storage
Business Time Holidays
SystemSetup.xlsx NTE_LoadCFG NTE:LoadCFG NTE:CFG-Pager Service Config

PagerServiceConfig PagerServiceConfig
Process setup data mapping

This section lists the mapping of process-setup data from spreadsheets to target forms.
Note
Process setup data mapping for BMC Remedy ITSM

ProcessSetup- APR_LoadApproverLookup APR:LoadApproverLookup APR:Approver Lookup

Change.xlsx
ProcessSetup- CHG_LoadTemplate CHG:LoadTemplate CHG:Template

Change.xlsx
ProcessSetup- CHG_LoadTemplate CHG:LoadTemplate CHG:TemplateSPGAssoc

Change.xlsx SPGAssoc SPGAssoc
ProcessSetup- CHG_LoadTemplate CHG:LoadTemplate CHG:Template Associations

Change.xlsx Associations Associations
ProcessSetup- TMS_LoadAssociation TMS:LoadAssociation TMS:AssociationTemplate

Change.xlsx Template Template
ProcessSetup- CFG_LoadAssignment CFG:LoadAssignment CFG:Assignment

Foundation.xlsx
ProcessSetup- APR_LoadAlternate APR:LoadAlternate AP:Alternate

Foundation.xlsx
ProcessSetup- HPD_LoadTemplate HPD:LoadTemplate HPD:Template

Incident.xlsx
ProcessSetup- HPD_LoadTemplate HPD:LoadTemplate HPD:TemplateSPG Assoc

Incident.xlsx SPGAssoc SPGAssoc
ProcessSetup- HPD_LoadTemplate HPD:LoadTemplate HPD:Template Associations

Incident.xlsx Associations Associations
ProcessSetup- CFG_LoadScripts CFG:LoadScripts CFG:Scripts

Incident.xlsx
ProcessSetup- CFG_LoadGroup CFG:LoadGroup CFG:Group Event Mapping

Incident.xlsx EventMapping EventMapping
ProcessSetup- CFG_LoadDecisionTree CFG:LoadDecisionTree CFG:Decision Tree

Incident.xlsx
ProcessSetup- CFG_LoadDecision CFG:LoadDecision CFG:Decision Tree-Branch

Incident.xlsx TreeBranch TreeBranch
ProcessSetup- RQC_LoadSummary RQC:LoadSummary RQC:SummaryDefinition

Request.xlsx Definition Definition
ProcessSetup- TMS_LoadTaskGroup TMS:LoadTaskGroup TMS:TaskGroupTemplate

Task.xlsx Template Template
ProcessSetup- TMS_LoadTaskTemplate TMS:LoadTaskTemplate TMS:TaskTemplate

Task.xlsx
ProcessSetup- TMS_LoadAssociation TMS:LoadAssociation TMS:AssociationTemplate

Task.xlsx Template Template
ProcessSetup- TMS_LoadFlowTemplate TMS:LoadFlowTemplate TMS:FlowTemplate

Task.xlsx
ProcessSetup- TMS_LoadAssignment TMS:LoadAssignment TMS:AssignmentConfiguration

Task.xlsx Config Config
TMS_LoadVariableTemplate TMS:LoadVariableTemplate TMS:VariableTemplate

ProcessSetup-
Task.xlsx
ProcessSetup- TMS_LoadVariableMapping TMS:LoadVariableMapping TMS:VariableMapping

Task.xlsx
Process setup data mapping for BMC Knowledge Management
ProcessSetup- RKM_LoadVisibilityGroup RKM:LoadVisibilityGrp RKM:VisibilityGroupMapping

Knowledge.xlsx Mapping Mappng
Transactional data mapping

This section lists the mapping of transactional data from spreadsheets to target forms.
Note
Note
If you have installed Process Designer and there is transactional data in the system, do
not upgrade ITSM or SRM. Contact BMC for further help.
Transactional data mapping for BMC Remedy ITSM
Transactional_ AST_ComputerSystem Not applicable BMC.CORE:BMC_Computer System

CI.xlsx Note:
The following fields are hidden internal fields used to store
reconciliation references:
Rel Lead Class Id

Rel Lead Instance IdThese fields should be left
blank in the spreadsheet.

Transactional_ AST_ComputerSystem AST:LoadAttributes AST:Attributes

CI.xlsx
Note:
The following fields are hidden internal fields used to store
reconciliation references:
Rel Lead Class Id

Rel Lead Instance Id
These fields should be left blank in the spreadsheet.
Transactional_ AST_OperatingSystem Not applicable BMC.CORE:BMC_Operating

CI.xlsx System
Transactional_ AST_OperatingSystem AST:LoadAttributes AST:Attributes

CI.xlsx
Transactional_ AST_Processor Not applicable BMC.CORE:BMC_Processor

CI.xlsx
Transactional_ AST_Processor AST:LoadAttributes AST:Attributes

CI.xlsx
Transactional_ AST_Product Not applicable BMC.CORE:BMC_Product

CI.xlsx
Transactional_ AST_Product AST:LoadAttributes AST:Attributes

CI.xlsx
Transactional_ AST_BusinessService ATS:LoadAttributes BMC.CORE:BMC_BusinessService

CI.xlsx
Transactional_ AST_LoadWorkLog AST:LoadWorkLog AST:WorkLog

Asset.xlsx
Transactional_ AST_LoadBMC_BaseR AST:

Asset.xlsx elationship LoadBMC_BaseRela BMC.AM:BMC_APPLI
tionship CATIONSYSTEMSERV
ICES
BMC.AM:BMC_COMP
ONENT
BMC.AM:BMC_DEPE
NDENCY
BMC.AM:BMC_ELEM
ENTLOCATION
BMC.AM:BMC_HOST
EDACCESSPOINT
BMC.AM:BMC_HOST
EDSERVICE
BMC.AM:BMC_HOST
EDSYSTEMCOMPONE
NTS
BMC.AM:BMC_IMPA
CT
BMC.AM:BMC_INIPS
UBNET
BMC.AM:BMC_INSEG
MENT

BMC.AM:BMC_IPSUB
NETINCOLLECTION
BMC.AM:BMC_INVEN
TORYBULKITEMS
BMC.AM:BMC_INVEN
TORYCOMPUTERSYS
TEMS
BMC.AM:BMC_INVEN
TORYSYSTEMCOMPO
NENTS
BMC.AM:BMC_INVEN
TORYEQUIPMENT
Transactional_ AST_LoadBMC_BaseR AST:

Asset.xlsx elationship LoadBMC_BaseRela BMC.AM:BMC_LNSIN
tionship COLLECTION
BMC.AM:BMC_MEMB
EROFCOLLECTION
BMC.AM:BMC_SEGM
ENTINCOLLECTION
BMC.AM:BMC_ACCO
UNTONSYSTEM
BMC.AM:BMC_BASER
ELATIONSHIP
BMC.AM:BMC_SETTI
NGSOF
Transactional_ AST_LoadAssetPeople AST: AST:AssetPeople

Asset.xlsx LoadAssetPeople
Transactional_ CHG_LoadInfrastruct CHG: CHG:InfrastructureChange

Change.xlsx ureChange LoadInfrastructure
Change
Transactional_ CHG_LoadWorkLog CHG:LoadWorkLog CHG:WorkLog

Change.xlsx
Transactional_ CHG_LoadImpactedA CHG: CHG:Impacted Areas

Change.xlsx reas LoadImpactedAreas
Transactional_ APR_LoadSignature APR:LoadSignature

Change.xlsx AP:Signature
AP:Detail
Transactional_ CTR_LoadContractBase CTR: CTR:ContractBase and

Contract.xlsx LoadContractBase AST:AssetLease_

Contract.xlsx LoadContractBase AST:AssetMaintenance_

Contract.xlsx LoadContractBase AST:AssetSoftware_

Contract.xlsx LoadContractBase AST:AssetSupport_
CTR_LoadContractBase

Transactional_ CTR: CTR:ContractBase and

Contract.xlsx LoadContractBase AST:AssetWarranty_

Contract.xlsx LoadContractBase CTR:GenericContract_

Contract.xlsx LoadContractBase CTR:MasterContract_
Transactional_ CTR_LoadWorkLog CTR:LoadWorkLog CTR:WorkLog

Contract.xlsx
Transactional_ AST_LoadLicenseCerti AST:

Contract.xlsx ficates LoadLicenseCertific AST:LicenseCertificates
ates AST:Connection_Basic
Questions
AST:Compliance_Basic
Questions
Transactional_ AST_LoadLicenseCerti AST: AST:LoadLicenseCertificate

Contract.xlsx ficateProductAssociati LoadLicenseCertific ProductAssociation
on ateProductAssociation
Transactional_ CTR_LoadContract_Re CTR: CTR:Contract_Realtionship

Contract.xlsx lationship LoadContract_Relat
ionship
Transactional_ HPD_LoadHelpDesk HPD:LoadHelpDesk

Incident.xlsx HPD:HelpDesk
SRM:Request
Transactional_ HPD_LoadWorkLog HPD:LoadWorkLog

Incident.xlsx HPD:WorkLog
SRM:WorkInfo
Transactional_ HPD_LoadImpactedA HPD: HPD:Impacted Areas

Incident.xlsx reas LoadImpactedAreas
Transactional_ PBM_LoadProblemInv PBM: PBM:Problem

Problem.xlsx estigation LoadProblemInvest Investigation
igation
Transactional_ PBM_LoadInvestigatio PBM: PBM:Investigation

Problem.xlsx nWorkLog LoadInvestigation WorkLog
WorkLog
Transactional_ PBM_LoadImpactedAr PBM: PBM:ImpactedAreas

Problem.xlsx eas LoadImpactedAreas
Transactional_ PBM_LoadKnownError PBM:LoadKnownError PBM:Known Error

Problem.xlsx
Transactional_ PBM_LoadKnownErro PBM: PBM:Known Error

Problem.xlsx rWorkLog LoadKnownErrorW WorkLog
orkLog
Transactional_ PBM_LoadSolutionDat PBM:SolutionDatabase

Problem.xlsx abase

PBM:
LoadSolutionDatab
ase
Transactional_ PBM_LoadSolutionDB PBM: PBM:SolutionDBAlias

Problem.xlsx Alias LoadSolutionDBAli
as
Transactional_ PBM_LoadSolutionWo PBM: PBM:SolutionWorkLog

Problem.xlsx rkLog LoadSolutionWork
Log
Transactional_ PBM_SolutionDBAddi PBM:

Problem.xlsx tionalMappings SolutionDBAdditio CFG:Group Event
nalMappings Mapping
CFG:GroupEventMapK
DBAssoc
Transactional_ SHR_LoadAssociations SHR:

Shared LoadAssociations HPD:Associations
Components. AST:CMDB
xlsx Associations
PBM:Investigation
Associations
CHG:Associations
Transactional_ CFG_LoadReminders CFG:LoadReminders CFG:Reminders

Shared
Components.
xlsx
Transactional_ FIN_LoadCosts FIN:LoadCosts FIN:Costs

Shared
Components.
xlsx
Transactional_ FIN_LoadPayments FIN:LoadPayments FIN:Payments

Shared
Components.
xlsx
Transactional_ CFG_LoadBroadcast CFG:LoadBroadcast CFG:Broadcast

Shared
Components.
xlsx
Transactional_ CFG_LoadBroadcastSP CFG: CFG:BroadcastSPGAssociation

Shared GAssoc LoadBroadcastSPG
Components. Assoc
xlsx
Transactional_ TMS_LoadTaskGroup TMS:LoadTaskGroup TMS:TaskGroup

Task.xlsx
Transactional_ TMS_LoadTask TMS:LoadTask TMS:Task

Task.xlsx
TMS_LoadWorkInfo TMS:LoadWorkInfo TMS:WorkInfo

Transactional_
Task.xlsx
Transactional data mapping for BMC Knowledge Management
Transactional- RKM_Load RKM:Load RKM:KAMOperationalCat

Additional MultipleOper_Cat MultipleOper_Cat
Category.xlsx
Transactional- RKM_Load RKM:LoadMultiple RKM:KAMProductCat

Additional MultipleProdCategory ProdCategory
Category.xlsx
Transactional- RKM_LoadMulti RKM:LoadMulti_ RKM:KAMSite

Additional _Reg_SiteGrp_Site Reg_SiteGrp_Site
Category.xlsx
Transactional- RKM_LoadMultiple RKM:LoadMultiple RKM:KAMBusinessService

Additional BusinessSrvc BusinessSrvc
Category.xlsx
Transactional- RKM_LoadMultiple RKM:LoadMultiple RKM:KAMOrganization

Additional Org_Dept Org_Dept
Category.xlsx
Transactional- RKM_LoadMultiple RKM:LoadMultiple RKM:KAMCompany

Additional Company Company
Category.xlsx
Transactional- RKM_LoadHowTo RKM:LoadHowTo

Knowledge.xlsx Template_Join Template_Join RKM:HowToTemplate
RKM:KnowleddgeArticle
Manager
Transactional- RKM_LoadReference RKM:LoadReference

Knowledge.xlsx Template_Join Template_Join RKM:ReferenceTemplate
Manager
Transactional- RKM_LoadPrblm RKM:LoadPrblmSoln

Knowledge.xlsx SolnTemplate_Join Template_Join RKM:ProblemSolution
Template
Manager
Transactional- RKM_LoadKnown RKM:LoadKnown

Knowledge.xlsx ErrTemplate_Join ErrTemplate_Join RKM:KnownErrorTemplate
Manager
Transactional- RKM_LoadKCSTemplate_Join RKM:LoadKCSTemplate

Knowledge.xlsx RKM:LoadKCSTemplate_Join RKM:LoadKCSTemplate
RKM:KnowledgeArticleManager

Transactional- RKM_Load RKM:Load RKM:Association

Knowledge.xlsx Associations Associations
Transactional- RKM_LoadFeedback RKM:LoadFeedback RKM:Feedback

Knowledge.xlsx
Transactional- RKM_Load RKM:LoadUpdate RKM:UpdateRequests

Knowledge.xlsx UpdateRequests Requests
Transactional- RKM_LoadWatchList RKM:LoadWatchList RKM:WatchList

Knowledge.xlsx
Transactional- RKM_LoadArticle RKM:LoadArticle RKM:ArticleHistory

Knowledge.xlsx History History
Transactional- RKM_LoadVisibility RKM:LoadVisibility RKM:VisibilityGroup

Knowledge.xlsx GrpNCmpArt GrpNCmpArt AndCompany_Article
Note
The data you load via Transactional_Asset.xlsm for AST_LoadBMC_BaseRelationship

data and AST_LoadAssetPeople should be for CIs that are already in Production dataset.
Loading the Asset data through the Transactional_Asset.xlsm is possible only after
reconciliation. For details, For details, see Normalization and reconciliation:
recommended procedure for ITSM CI data Loaded through Data Management (see page
1351).
Entering data in the spreadsheets

This section provides general instructions for entering data in the dataload spreadsheets.
Locating the dataload spreadsheets (see page 1259)

Loading data into a system (see page 1259)
Loading data to hub and spoke environments (see page 1260)
Dataload spreadsheet dependencies (see page 1262)
CI class IDs for Transactional_Asset.xlsx spreadsheet (see page 1266)
Loading knowledge article images from dataload spreadsheets (see page 1268)
Loading knowledge articles with links to other articles (see page 1269)
Loading People records with primary cost centers and secondary cost centers, version
8.1.01 and later (see page 1270)
Spreadsheets required for minimum standard configuration (see page 1272)
To simplify the distribution of spreadsheets, so that others can also enter data into them, each
spreadsheet includes instructions specific to the spreadsheet.

Notes
You can only use ARX files (and not Excel spreadsheets) to import BMC Service Request
Management data. For information on the BMC Service Request Management dataload
process, see Using the Data Management Job Console.
All of the articles in the knowledge base provided by BMC Knowledge Management have
their own unique original article ID. This ID is referred to as the PrevDocId or KAM article
Doc ID in the dataload spreadsheet. For all of the different knowledge article templates,
the article ID and its version should be unique.
The Data Management loads are single tenant. The Company is driven from the Data
Management job. All of the data that is loaded by the Data Management job is associated
with the company that you selected when your created the Data Management job. This
means that you must create a separate spreadsheet for each company. In addition, you
must create a separate Data Management job for each company spreadsheet.
Tip
In order to open and save Microsoft Excel 2007 (and later) files (.xlsx) with Excel XP or
2003, you need to apply Microsoft's compatibility patch as documented in KB924074
found at: http://support.microsoft.com/kb/924074.
Recommendation
BMC does not support error handling for the CI relationship data from the Transactional-
Asset.xlsx spreadsheet. Ensure that you enter valid normalized relationship type names
into the spreadsheet. For more information about the normalized names, see the CI
relationship types table in Loading BMC Asset Management data (see page 1333).
Locating the dataload spreadsheets

You can access the out-of-the-box spreadsheets from the Spreadsheet Management window.
For more information about the Spreadsheet Management window, see Managing spreadsheets
(see page 1276).
Loading data into a system

This section provides information on loading data into an existing system and loading data into a
new system.

Loading data into an existing system

If you are updating an existing BMC Remedy ITSM system (for example, loading data for a new
department or location) some data already exists in your BMC Remedy ITSM system.
Prior to BMC Remedy ITSM 8.1, you could not re-enter data that was already loaded into your
system. You had to complete spreadsheets only for the new data that you were loading.
As of BMC Remedy ITSM 8.1, Data Management allows existing BMC Remedy ITSM data to be
loaded through the data load spreadsheets and Data Management determines if the data is
duplicate data. For more information, see the information about the Create Only check box, in
Creating customized jobs (see page 1324).
Loading data into a new system

When loading data into a new system you can choose whether to load only the minimum standard
configuration or to load all of the foundation data.
To load only the minimum standard configuration, complete only the spreadsheets listed in
Spreadsheets required for minimum standard configuration (see page 1272).
If you want to load all of the foundation data for a new BMC Remedy ITSM 7.6 or later system
(which forms the foundation for all other data in BMC Remedy ITSM), or some subset of this data,
see also Spreadsheets required for minimum standard configuration (see page 1272).
Recommendation
Start with spreadsheets that are self-contained and that do not have dependencies on
data in other spreadsheets. Also, start with loading data into the Company.xlsx
spreadsheet.
Loading data to hub and spoke environments

Foundation data should be loaded to your hub server. All Foundation data that is loaded on the
hub server is then pushed out to the registered spoke servers by way of the DSO.
Transactional and process setup data, as well as any non-support staff people records that are
specific to the spoke server must be loaded to your individual spoke servers.
For information about the foundation data that is supported by hub servers, see Setting up the Hub
and Spoke capability (see page 685).
The following target forms for foundation data must be loaded to your hub server.

Form name Data type For service For operating For customer
provider company (hub) company company
(spoke) (spoke)
COM:Company Company Yes Yes Yes
COM: Company Alias Company Yes Yes Yes

alias
CTM: People Organization Organization Yes (hub server / service provider only) No No
SIT: Site Location Yes (hub server / service provider only) No No
SIT: Site Group Location Yes (hub server / service provider only) No No
SIT: Site Company Location Yes (hub server / service provider only) No No
Associations
CTM: Support Group Support Yes (hub server / service provider only) No No
Group
Association Group
Assignments Group
CTM: Support Group Alias Support Yes (hub server / service provider only) No No
Group
CTM: SupportGroup Support Yes (hub server / service provider only) No No

Functional Role Group
CTM: Support Group On-Call Support Yes (hub server / service provider only) No No
Group
User People Yes (hub server / service provider support No No

staff only)
CTM: People People Yes (hub server / service provider support No No

staff only)
CTM: People Wallet People Yes (hub server / service provider support No No
staff only)
CTM: People HR Attendance People Yes (hub server / service provider support No No
Management staff only)
CTM: People Education People Yes (hub server / service provider support No No
staff only)
CTM: People Travel Profile People Yes (hub server / service provider support No No
staff only)
CTM: People Benefit Info People Yes (hub server / service provider support No No
staff only)
CTM: People IT Skills People Yes (hub server / service provider support No No
staff only)
CTM: People Worklog People Yes (hub server / service provider support No No
staff only)
People No No

Form name Data type For service For operating For customer
provider company (hub) company company
(spoke) (spoke)
CTM: People Permissions Yes (hub server / service provider support

Group staff only)
CTM: People Organization People Yes (hub server / service provider support No No
staff only)
CTM: Login ID People Yes (hub server / service provider support No No

staff only)
For information on how these target forms map to the spreadsheets provided by BMC, see
Foundation data mapping (see page 701).
For more information on Hub and Spoke capability, see Hub and Spoke capability overview (see
page 112).
Related topic
Levels of BMC Remedy ITSM Suite data
Dataload spreadsheet dependencies
When entering data, be aware that data in one spreadsheet can depend on data that is either
entered on another spreadsheet or already loaded in the system. For example, the company field,
which is entered on most spreadsheets, must match a company either created in Company.xlsx or
already loaded on the system. These dependencies are noted in the instructions in the
spreadsheets.
For more information on the dependencies between spreadsheets, see the dataload spreadsheet
dependencies diagrams, below. Dependencies among foundation dataload spreadsheets (see
page 1274) also lists dependencies among the foundation spreadsheets.
The spreadsheets are listed in Spreadsheets and tabs required to load minimum standard
configuration (see page 1272) in the order that the corresponding data is validated and promoted.
You might choose to complete spreadsheets in this sequence.
The following diagrams show how the dataload spreadsheets are related. A * symbol means that
the spreadsheet is a child of another spreadsheet (and has a dependency on it) or that a
spreadsheet has children.




CI class IDs for Transactional_Asset.xlsx spreadsheet

The following class IDs can be entered into the Parent Class ID and Child Class ID columns in the
Transactional_Asset.xlsx spreadsheet to build relationships between the CI classes that provide
user interfaces.
Class ID Proper Name Schema Name
BMC_ADMINDOMAIN Admin Domain AST:AdminDomain
BMC_APPLICATION Application AST:Application
BMC_APPLICATIONINFRASTRUCTURE Application Infrastructure AST:ApplicationInfrastructure
BMC_APPLICATIONSERVICE Application Service AST:ApplicationService
BMC_APPLICATIONSYSTEM Application System AST:ApplicationSystem
BMC_BIOS BIOS Element AST:BIOSElement
BMC_BULKINVENTORY Bulk Inventory AST:BulkInventory
BMC.CORE:BMC_BUSINESSPROCESS Business Process AST:BusinessProcess
BMC_CARD Card AST:Card
BMC_CDROMDRIVE CDROM Drive AST:CDROMDrive
BMC_CHASSIS Chassis AST:Chassis
BMC_CLUSTER Cluster AST:Cluster
BMC_COMPUTERSYSTEM Computer System AST:ComputerSystem
BMC_CONNECTIVITYGROUP Connectivity Collection AST:ConnectivityCollection
BMC_CONNECTIVITYSEGMENT Connectivity Segment AST:ConnectivitySegment
BMC_DATABASE Database AST:DataBase
BMC_DATABASESTORAGE Database Storage AST:DataBaseStorage
BMC_DISKDRIVE Disk Drive AST:DiskDrive
BMC_DISKPARTITION Disk Partition AST:DiskPartition
BMC_FILESYSTEM File System AST:FileSystem
BMC_FLOPPYDRIVE Floppy Drive AST:FloppyDrive
BMC_HARDWAREPACKAGE Hardware Package AST:HardwarePackage
BMC_HARDWARESYSTEMCOMPONENT Hardware System Component AST:HardwareSystemComponent
BMC_INVENTORYSTORAGE Inventory Location AST:InventoryStorage
BMC_IPCONNECTIVITYSUBNET IP Connectivity Subnet AST:IPConnectivitySubnet
BMC_IPENDPOINT IP Endpoint AST:IPEndpoint
BMC_IPXCONNECTIVITYNETWORK IPX Connectivity Network AST:IPXConnectivityNetwork
BMC_KEYBOARD Keyboard AST:Keyboard
BMC_LAN Local Area Network (LAN) AST:LAN

BMC_LNSGROUP LNs Collection AST:LNsCollection
BMC_LOCALFILESYSTEM Local File System AST:LocalFileSystem
BMC_LOGICALSYSTEMCOMPONENT Logical System Component AST:LogicalSystemComponent
BMC_MAINFRAME Mainframe AST:Mainframe
BMC_MEDIA Media AST:Media
BMC_MEMORY Memory AST:Memory
BMC_MONITOR Monitor AST:Monitor
BMC_NETWORKPORT Network Port AST:NetworkPort
BMC_PRINTER Printer AST:Printer
BMC_NTDOMAIN NT Domain AST:NTDomain
BMC_OPERATINGSYSTEM Operating System AST:OperatingSystem
BMC_PACKAGE Package AST:Package
BMC_PATCH Patch AST:Patch
BMC_PHYSICALLOCATION Physical Location AST:PhysicalLocation
BMC_POINTINGDEVICE Pointing Device AST:PointingDevice
BMC_PROCESSOR Processor AST:Processor
BMC_PRODUCT Product AST:Product
BMC_PROTOCOLENDPOINT Protocol Endpoint AST:ProtocolEndpoint
BMC_RACK Rack AST:Rack
BMC_REMOTEFILESYSTEM Remote File System AST:RemoteFileSystem
BMC_BUSINESSSERVICE Business Service AST:BusinessService
BMC_SHARE Share AST:Share
BMC_SOFTWARESERVER Software Server AST:SoftwareServer
BMC_SYSTEMRESOURCE System Resource AST:SystemResource
BMC_SYSTEMSOFTWARE System Software AST:SystemSoftware
BMC_TAPEDRIVE Tape Drive AST:TapeDrive
BMC_UPS UPS AST:UPS
BMC_VIRTUALSYSTEMENABLER Virtual System Enabler AST:VirtualSystemEnabler
BMC_WAN Wide Area Network (WAN) AST:WAN
BMC_LANENDPOINT LAN Endpoint AST:LANEndpoint
BMC_ACCOUNT Account AST:Account
BMC_ACTIVITY Activity AST:Activity
BMC_COMMUNICATIONENDPOINT Communication Endpoint AST:CommunicationEndpoint

BMC_EQUIPMENT Equipment AST:Equipment
BMC_ROLE Role AST:Role
BMC_DOCUMENT Document AST:Document
BMC_TRANSACTION Transaction AST:Transaction
BMC.CORE:BMC_CONCRETECOLLECTION Concrete Collection AST:ConcreteCollection
BMC.CORE:BMC_RASD Resource Allocation Setting Data AST:

ResourceAllocationSettingData
BMC.CORE: Virtual System Setting Data AST:VirtualSystemSettingData

BMC_VIRTUALSYSTEMSETTINGDATA
BMC.CORE:BMC_RESOURCEPOOL Resource Pool AST:ResourcePool
BMC_SERVICEOFFERINGINSTANCE Service Offering Instance AST:ServiceOfferingInstance
Loading knowledge article images from dataload spreadsheets

Knowledge articles have rich text fields which can display images. To load knowledge articles
images to the BMC Remedy Action Request System, you must attach the image files to your
dataload job.
The knowledge article templates have the following types of attachments:
RKMTemplateAttachmnt#_# — These attachment types are mainly for the image attached
to the rich text fields.
Attachment# — All the other files that are manually attached to the article.
When you have attachment fields with data in your dataload spreadsheets, you must load an
attachment .zip file with your spreadsheets. For more information, see Managing spreadsheets
(see page 1276).
In order for BMC Remedy Action Request System to retrieve the location of the image, you must
update the rich text field in your spreadsheet as follows:
Example
If you are updating the Error rich text file for a How To article, and the text in the original
spreadsheet field is:
This is some text before the image.
IMAGE
This is some text after the image.
Attach the image in one of the template attachment pools mentioned in the spreadsheet help
and replace the rich text field text as follows; for example:
This is some text before the image.

##IMG## RKMTemplateAttachmnt1_1##
This is some text after the image.
If the image file is mentioned in RKMTemplateAttachmnt1_1 then the corresponding string

should be ##IMG## RKMTemplateAttachmnt1_1## and similarly RKMTemplateAttachmnt1_2
should have a corresponding string that is ##IMG## RKMTemplateAttachmnt1_2##.
Related topic
Loading knowledge articles with links to other articles

With BMC Knowledge Management and Data Management, you can add a link to an article from
the Rich Text Format (RTF) fields in another article.
To embed a link from the current article to another article, you need the article ID of the article to
which you are linking, and the text of the link itself. With this information, you create a tag in the
current article that takes the following format:
##LINK_ARTICLE##<PrevDocIDValueHere>##LINK_END##<TextLinkHere>##TEXT_END##.
For example, to create a link that says "Click here to view article 2000" from the current article to
an article with the legacy ID (PrevDocID) of 2000, the tag looks like this:
##LINK_ARTICLE##2000##LINK_END##Click Here To view article 2000##TEXT_END##.
Example
If you have articles with links to other articles, use the following procedures to add links and update
your dataload spreadsheets.
A How To article with the articleID Article001 has a link to Article002 in the Question field. The
complete text in the RTF field is:
"Electronic mail*, commonly known as email or e-mail, is a method of exchanging digital messages
from an author to one or more recipients
Please refer to "How to Write Emails"<Link to Article002>
Modern email operates across the Internet or other computer networks. Some early email systems
required that the author and the recipient both be online at the same time, in common with instant
messaging."
If you want to move the article with the above mentioned text to BMC Remedy AR System using
Data Management, the text needs to be converted as:

"Electronic mail*, commonly known as email or e-mail, is a method of exchanging digital messages
from an author to one or more recipients
Please refer to ##LINK_ARTICLE##Article002##LINK_END##How to Write Emails##TEXT_END##.
Modern email operates across the Internet or other computer networks. Some early email systems
required that the author and the recipient both be online at the same time, in common with instant
messaging."
The actual link to Article002 is converted to ##LINK_ARTICLE##Article002##LINK_END##How to
Write Emails##TEXT_END## in order for Data Management to understand that this is a link to
Article002. Article001 and Article002 are the article IDs from the earlier system. You do not need to
know the new article IDs to add the link.
Similarly, if you have the articles in HTML format and the link is in the following format:
<a href="article123">Email Writing!</a>
the link should be converted to:
##LINK_ARTICLE##article123##LINK_END## Email Writing!##TEXT_END##.
Related topic
Loading People records with primary cost centers and secondary cost centers, version 8.1.01
and later
When you load people data, if you need to associate multiple cost centers to individual People
records, you must ensure that all of the cost centers are defined on the People.xlsx spreadsheet
and that you create an association among the cost centers for the individual, as described in this
topic. If you do not create the association between the primary and secondary cost centers, you
can encounter dataload exceptions when you run the dataload job.
Note
When People records are loaded using People Templates using Data Management or the
Onboarding Wizard the values specified on the People Template record are not
used. Only the permission groups, support groups and functional roles tied to the people
template are applied to the People record.
Primary and Secondary cost centers

If a person is a member of more than one organization or provides services for multiple
organizations in a company, that person might have more than one cost center associated with
their People record. If a person has multiple cost centers, one of the cost centers must be
designated their primary cost center; all of their other cost centers are considered secondary cost
centers. The primary cost center is usually the cost center of the organization that the person
works most closely with, but this can be different depending on the organization.
The People form records the cost center information in the Primary Cost Center Code field and in
the Secondary Cost Centers table.
To load People records with primary and associated secondary cost centers, you need to perform
the following procedures:
1. Associate the primary cost center code with the people record (see page 1271)
2. Map the secondary cost center codes to the primary cost center codes (see page 1271)
Associate the primary cost center code with the people record
In this procedure, you associate the individual people records with the primary cost center on
the CTM_LoadPeople tab on the People.xlsx spreadsheet..
1. Open the People.xlsx spreadsheet, then open the CTM_LoadPeople tab.

2. In the Primary Cost Center Code column, enter the primary cost center code associated with
the individual People record.
3. Enter information for the rest of the required fields and for any of the optional fields on the
CTM_LoadPeople tab.
Map the secondary cost center codes to the primary cost center codes
This procedure is the key to creating an association between the primary cost center and it's
related, secondary cost centers. You perform these steps on the FIN_LoadCostCenterUDAAssoc
tab of the People.xlsx spreadsheet.
1. From the People.xlsx spreadsheet, open the FIN_LoadCostCenterUDAAssoc tab.

2.
2. In the Cost Center Code column enter the secondary cost centers codes for the person.
3. Beside each of the secondary cost center codes, In the Source Cost Center Code column,
enter the primary cost center code associated with the person.
4. For each row that you add, provide the Person ID of the person for whom you are creating
the entries. In the following illustration, look at the Person ID column and you'll see that the
first three rows associate the secondary cost centers to the primary cost center for one
person, while the second four rows make that association for a different person.
5. Enter information for the rest of the required fields and for any of the optional fields on the
FIN_LoadCostCenterUDAAssoc tab.
Spreadsheets required for minimum standard configuration

This section describes the spreadsheets that you need to load for a minimum standard
configuration:
Dependencies among foundation dataload spreadsheets (see page 1274)

Populating data in the foundation dataload spreadsheets (see page 1275)
Spreadsheets and tabs required to load minimum standard configuration
Required spreadsheets Required tabs Description
Company.xls COM_LoadCompany Use this tab

to specify
companies.
Location.xlsx SIT_LoadSite Use this tab

to specify
sites.
SIT_LoadSiteCompanyAssociation Use this tab

to associate
each site to a
company.
Sites are
physical
locations.
SupportGroup.xlsx CTM_LoadSupportGroup

Use this tab

to specify
support
groups.
People.xlsx CTM_LoadPeopleTemplate People.xlsx

Defining
Note: You do not need to use all the People tabs listed here. If you are
people,
loading people using templates, use the tabs that apply to templates; permissions,
otherwise use the tabs that apply to loading people individually. See
and support
Defining people, permissions, and support groups (see page 1304) for groups (see
more information.
page 1304)
CTM_LoadPeople Use this tab

to load
people. For
more
information
about how to
load people
into the
system and
assign them
permissions,
see Defining
people,
permissions,
and support
groups (see
page 1304).
Note: Do not
use data load
to load Demo
and
Appadmin
users,
because
these are
existing
administrator
accounts.
CTM_LoadPeopleTemplatePG Defining
people,
permissions,
and support
groups (see
page 1304)
CTM_LoadPeopleTemplateSG Defining
people,
permissions,
and support
groups (see
page 1304)
CTM_LoadPeopleTemplateSFR

Defining
people,
permissions,
and support
groups (see
page 1304)
CTM_LoadPeoplePermissionGroups Use this tab

to specify the
ITSM
Application
permissions
for each
individual.
CTM_LoadSupportGroupAssociation Use this tab

to specify the
support
groups for
each
individual.
CTM_LoadSupportGrpFunctionalRole Use this tab

to specify the
support group
functional
roles for each
individual.
Dependencies among foundation dataload spreadsheets

Foundation data, loaded by the foundation dataload spreadsheets, forms the foundation for all
other data in BMC Remedy ITSM. Dependencies among foundation dataload spreadsheets are
shown in the following table:
Dependencies among foundation dataload spreadsheets
Data entered in this Depends on data entered in these spreadsheets

spreadsheet
Company Geography SystemSetup PeopleOrg Location Financials SupportGroup Catalogs
Location Yes Yes
PeopleOrg Yes
SupportGroup Yes Yes
Financials Yes
People Yes Yes Yes Yes Yes Yes
Yes
Yes
Yes Yes

Process setup data, loaded by the process-setup dataload spreadsheets, depends on foundation
data.
Transaction data, loaded by the transaction setup dataload spreadsheets, depends on foundation
data. If you are loading transaction data, make sure that you consider information in the
Transactional-SharedComponents.xlsx file. This spreadsheet includes tabs for shared child forms.
If you are loading task information for change or incident requests, consider the following points:
You can load both task groups and tasks.

You can load only one level of task group. This means that a task group can contain tasks,
but cannot contain other task groups.
Unless you are loading ad hoc tasks, you must specify the Task Template ID.
Related information
For a description of how to load data into the foundation data load spreadsheet, see Populating
data in the foundation dataload spreadsheets (see page 1275).
Populating data in the foundation dataload spreadsheets

This topic describes how to add data to the foundation dataload spreadsheets.
To populate data in the foundation dataload spreadsheets
1. Complete the spreadsheets according to the instructions on the Instructions tab and in the
column headings.
All leading and trailing spaces and tab characters are stripped when the data is imported
into staging forms.
2. Follow the instructions about saving your spreadsheet changes in Managing spreadsheets
(see page 1276).
Automatic spreadsheet-content checking: version 8.1.02 and later

The following points are among the leading causes of data exceptions when importing data from a
spreadsheet:
Invalid data formats

Leading and trailing spaces in data cells
Starting with version 8.1.02, the Data Management spreadsheets use a macro to automatically
check data formatting and to ensure that no leading and trailing spaces exist . Having the
spreadsheets look for these types of inconsistencies greatly reduces the number of data exception
errors that you encounter.

What the macro does

When you click Save to save the contents of a spreadsheet, the macro performs the following
actions:
1. Ensures that all cells in the spreadsheet are formatted as text.

2. Prompts you with a question about:
a. Removing leading and trailing spaces.
b. Ensuring that cells containing only date and time values are saved using the correct
data model.
If you answer Yes to the prompt, the macro goes through each cell in the
spreadsheet and performs the following actions:
Removes all of the leading and trailing spaces that it finds.

Formats cells that contain date and time values according to the following data
model: MM/DD/YYYY HH:MM:SS, where HH:MM:SS is 24 hour, or military
time, format. For example: 6:15 p.m. expressed in 24 hour format is 18:15:00.
The process of replacing leading and trailing spaces and checking date and time formats can take
a long time, depending on the volume of data in the spreadsheet and the number of updates that
need to be made. For this reason, if you are confident that the data does not contain leading or
trailing spaces and that date and time values are formatted correctly, you might choose to skip the
step that checks for spaces.
If you choose to replace leading and trailing spaces, the macro highlights all of the cells that it
changes, to give you a visual record of which cells the macro updated.
Spreadsheet file extension change

Because the spreadsheets provided with version 8.1.02 and later are macro enabled, the file
extension is changed from .xlsx to .xlsm.
Data export
If you use the Export feature of the Data Management Onboarding wizard (see page 1444)
(available with version 8.1.02 and later), the spreadsheets created by the Export function do not
include this new macro, because the data that you export has already been validated.
Managing spreadsheets
Spreadsheet Management provides a central repository for the "golden" version (original source
version) of your spreadsheets. It enables you to use templates to create your own spreadsheets
and to populate your spreadsheets.

To copy a template and create a new spreadsheet (see page 1278)

To create your own spreadsheet (see page 1279)
To delete spreadsheet records and attached files (see page 1279)
Managing spreadsheets - video presentation (see page 1279)
When a job runs, Spreadsheet Management ensures that your spreadsheets (and any attachment
files) are put in the BMC Remedy AR System repository path defined in the System Setting form by
your AR Administrator.
Note
Do not modify the BMC Templates directly. These are provided out-of-the-box. Instead,
copy these template spreadsheets to create new spreadsheets.
DMT Admins can create, modify, or delete spreadsheets to which they have company-level
access.
DMT Users can view all of the spreadsheet records for their companies, but they can modify or
delete only the spreadsheets that they have created.
Recommendation
To ensure that you are updating your original spreadsheet and attachment files, use
Spreadsheet Management instead of updating your spreadsheets and attachments
during the creation or modification of a Load step.
Warnings
When creating a data import spreadsheet, do not leave spaces in the spreadsheet file
name. Data import spreadsheets with spaces in the file name can cause errors during the
job run.
Data import spreadsheet file names must not exceed 30 characters.
When creating or updating the data import spreadsheets, you must apply the General cell
formatting option to row one and the Text cell formatting option to all other rows. If the
rows are not formatted this way, you will receive an error message during the load step of
the data management process.

To copy a template and create a new spreadsheet
1. From the Applications list on the IT Home page, select Data Management > Spreadsheet
Management.
2. From the Spreadsheet Management window, under Filtering Options, go to the Spreadsheet
Type drop-down list and select the BMC Template spreadsheet type to show the list of out-
of-the-box spreadsheets or the Custom Template spreadsheet type to show the list of
spreadsheet templates created by your company in the table of spreadsheet records.
You can optionally filter the table of spreadsheet records by selecting the company that will
own the spreadsheet and the spreadsheet category (for example, Foundation, Process
Setup, or Transactional).
The table displays the related spreadsheet records.
3. Highlight the spreadsheet record that you want to use in the table. Click Copy to New.
4. In the Create Spreadsheet Information dialog box, complete the required information
(including description, company, spreadsheet type, and spreadsheet group).
Most of the time, you will select the User's Data spreadsheet type, which you use when you
want to populate a spreadsheet with new data. If you want to create a template that users at
your company can use, select the Custom Template spreadsheet type.
5. To attach your spreadsheet, click Attach, browse for your spreadsheet, and click OK.
6. If you have attachment fields with data in your ARX files or Excel spreadsheets, you must
add an attachment .zip file. For information about loading spreadsheets with attachments,
see Configuring an Atrium Integrator job for a Load step (see page 1336). To attach your
attachments .zip file, click Attach, browse for your .zip file, and click OK.
Warning
This file must be a .zip file. No other compression formats are supported.
Note
If you are attaching files that have a shared file name you must put these in
separate local sub-folders before zipping them. Your spreadsheets will need to
reference these sub-folders.
If you remove a spreadsheet, by clicking Remove, you will also remove the
attachments .zip file.
7. To save the spreadsheet record, click Save.

8. Locate your spreadsheet record in the spreadsheet records table:
a. Filter the table by selecting the spreadsheet type.
b.
8.
b. Highlight your spreadsheet record.

9. Click Download and then click Open to open the spreadsheet in Microsoft Excel.
10. Populate the spreadsheet with the required data and save your changes locally in Excel.
Then close the spreadsheet.
11. To replace the attached spreadsheet with your updated spreadsheet:
a. Double-click your spreadsheet record or highlight it and click View.
b. In the View Spreadsheet Information dialog box, click Attach.
c. When you are prompted to replace the attached spreadsheet with a new file, click Yes
.
d. Browse for your spreadsheet, and click OK.
e. To save your changes, click Save.
To create your own spreadsheet
1. From the Spreadsheet Management window, click Create.

2. In the Create Spreadsheet Information dialog box, complete the required information
(including description, company, and spreadsheet type).
Most of the time, you will select the User's Data spreadsheet type, which you use when you
want to populate a spreadsheet with new data. If you want to create a template that users at
your company can use, select the Custom Template spreadsheet type.
3. Add an Excel spreadsheet file as an attachment:
a. Click Attach.
b. Browse for your spreadsheet, and click OK.
4. To save your changes, click Save.
To delete spreadsheet records and attached files

Use this procedure to delete both the spreadsheet records and the attached spreadsheet files.
1. From the Spreadsheet Management window, select the record (or records) that you want to
remove in the spreadsheet records table.
2. Click Delete.
Managing spreadsheets - video presentation

The following video describes the data management enhancements in this release of BMC
Remedy IT Service Management.

Registering staging schema names

Users with AR Administrator permissions can register any new custom forms that will be used to
autogenerate spreadsheets. This is a prerequisite task that must be completed before you can
autogenerate spreadsheets.
For information about autogenerating spreadsheets, see Autogenerating spreadsheets (see page
1280).
To register a staging schema name
2. From the Application Settings list, select Foundation > Advanced Options > System
Configuration Settings - Schema Names.
3. From the Schema Names form, complete the required fields. You must:
a. Select the Form Lookup check box, which requires that you enter a unique form code
in the Form Code field.
b. Select Staging Form in the Form Type list.
4. To save your changes, click Save.
Autogenerating spreadsheets
You can manually create and modify your own spreadsheets, but sometimes generating a
spreadsheet might be more efficient (for example, when you must add a number of new forms with
many fields to an existing spreadsheet).
When you autogenerate a spreadsheet, you select from a list of available load forms (BMC
Remedy AR System forms). After you generate the spreadsheet, these forms appear in the
spreadsheet as tabs. You can also customize the fields that appear as columns in the generated
spreadsheet.
To automatically generate spreadsheets
1. To automatically generate spreadsheets, click Create in the Spreadsheet Management

window.
2. Enter the required information and select the Custom Template spreadsheet type in the
details for your spreadsheet.
Warning
Your spreadsheet description should not exceed 30 characters as the spreadsheet

name cannot exceed 30 characters.
3. Click Save, filter the spreadsheets table to find your record, and highlight it.
4. Click Generate.
5.
5. In the Autogenerate Spreadsheet window, select forms from the Available Forms (load
forms) list to populate the Selected Forms list. These forms appear in the spreadsheet as
tabs.
6. To customize the fields, click Field Selection and make the required field selections. These
fields appear in the spreadsheet as columns. You can choose to perform the following tasks:
Select True in the Cond. Req column for a field to make the field a conditional
required field (appears as orange in the spreadsheet). You must click the Save icon
to save this change.
Keep the default of False in the Cond. Req column for a field, which means that the
field will be required (appears as green in the spreadsheet) or optional.
Add a custom field by selecting from the drop-down list and clicking Add.
7. Click Generate Spreadsheet. To view the generated spreadsheet, click Download.
Spreadsheet data values

The spreadsheets for data migration include instructions on how to complete the spreadsheet
columns.
This section provides tables of data values where the list of values was too lengthy to display in the
spreadsheet.
Configuration Item types (see page 1281)

Locales (see page 1282)
Notification events (see page 1285)
Permission groups (see page 1287)
Relationship types (see page 1290)
Request types (see page 1294)
Timing Reasons (see page 1295)
Status reasons (see page 1295)
Time zones (see page 1302)
Configuration Item types

In the ProductCatalog.xlsx spreadsheet, the 01 PCT-ProductCatalog tab includes a column for
configuration item (CI) type, which must be completed with one of the following values:
Account Mainframe
Activity Media
Admin Domain Memory
Application Monitor
Application Infrastructure Network Port
Application Service NT Domain
Application System Operating System
BIOS Element Package
Bulk Inventory Patch
Business Process Physical Location
Business Service Pointing Device

Card Printer
CDROM Drive Processor
Chassis Product
Cluster Protocol Endpoint
Communication Endpoint Rack
Computer System Remote File System
Connectivity Collection Role
Connectivity Segment Share
Database Software Server
Database Storage System Resource
Disk Drive System Software
Disk Partition Tape Drive
Document UPS
Equipment Virtual System Enabler
File System VM Ware
Floppy Drive Wide Area Network (WAN)
Hardware Package
Hardware System Component
Inventory Location
IP Connectivity Subnet
IP Endpoint
IPX Connectivity Network
Keyboard
Load Area Network (LAN)
LNs Collection
Local File System
Logical System Component
Locales
On the ProcessSetup-Incident.xlsx spreadsheet, the CFG_LoadDecisionTree tab includes a
column for Locale, which is a required field that must be completed with a locale code, such as
en_US for English (US).
If you create decision trees in English or in any of the languages into which the application is
localized, you might complete the column with any of the following locale codes:
de_DE
en_US
es_ES
fr_FR
it_IT
ja_JP
ko_KR
pt_BR
zh_CN
The following list contains all supported locale codes:
en_US

ar_AE
ar_BH
ar_DZ
ar_EG
ar_IQ
ar_JO
ar_KW
ar_LB
ar_LY
ar_MA
ar_OM
ar_QA
ar_SA
ar_SD
ar_SY
ar_TN
ar_YE
be_BY
bg_BG
ca_ES
cs_CZ
da_DK
de_AT
de_CH
de_DE
de_LU
el_GR
en_AU
en_CA
en_GB
en_IE
en_IN
en_NZ
en_ZA
es_AR
es_BO
es_CL
es_CO
es_CR
es_DO
es_EC
es_ES
es_GT

es_HN
es_MX
es_NI
es_PA
es_PE
es_PR
es_PY
es_SV
es_UY
es_VE
et_EE
fi_FI
fr_BE
fr_CA
fr_CH
fr_FR
fr_LU
hi_IN
hr_HR
hu_HU
is_IS
it_CH
it_IT
iw_IL
ja_JP
ko_KR
lt_LT
lv_LV
mk_MK
nl_BE
nl_NL
no_NO
pl_PL
pt_PT
ro_RO
ru_RU
sh_YU
sk_SK
sl_SI
sq_AL
sr_YU
sv_SE
th_TH

tr_TR
uk_UA
zh_CN
zh_HK
zh_TW
Best Practice
If the environment is expected to be only English, do not install all locales that support version
8.3.04 and later. Some fields created by Process Designer on non-English locales might require
manual layout updates.
Notification events
On the People.xlsx spreadsheet, the NTE_LoadCFGNotificationEvents tab includes columns for
Module Name and Notification Event, both of which are required fields. This section lists the
module names in BMC Remedy ITSM 7.6 or later along with the applicable notification events.
Module names and applicable notification events
BMC Remedy ITSM 7.6 or later module Applicable notification events
Asset Management
Asset Scheduled Decommission
Asset Scheduled Maintenance
Bulk Inventory Reorder
CI Status Change
Configuration Item Approval
Configuration Scheduled Maintenance
Contract Expiration
Contract Expiration Warning
Escalated Notifications
License Management Exception
Resolution Escalation
Response Escalation
Unavailability Assignment
Broadcast Broadcast Notification
Incident
Assignment
Change Associations
Incident Escalation
Known Error Solution
Known Error Workaround
OLA Resolution Escalated Notification
OLA Resolution Escalation
OLA Response Escalated Notification
OLA Response Escalation
Ownership Assignment
Problem Investigation Associations
Problem Investigation Completion
Resolution
SLA Resolution Escalated Notification
SLA Resolution Escalation

BMC Remedy ITSM 7.6 or later module Applicable notification events
SLA Response Escalated Notification

SLA Response Escalation
UC Resolution Escalated Notification
UC Resolution Escalation
UC Response Escalated Notification
UC Response Escalation
Unavailability Restored
Infrastructure Change
Approval
Approval Information
Approval Resolution Escalated Notification
Approval Resolution Escalation
Change Coordinator Assignment
Change Coordinator Approval Rejection
Change Coordinator Completion
Change Coordinator Latent Completion
Change Coordinator Planning
Change Coordinator Pre-planning
Change Coordinator Re-scheduled
Change Coordinator Scheduled
Change Coordinator Scheduled For Review
Change Manager Assignment
Change Manager Approval Rejection
Change Manager Completion
Change Manager Group Escalation
Change Manager Latent Completion
Change Manager Next Dependent Change
Change Manager Planning
Change Manager Pre-planning
Change Manager Predecessor Completion
Change Manager Re-scheduled
Change Manager Scheduled
Change Manager Scheduled for Review
Change Worklog Assignment
Implementer Assignment
Implementer Planning
Implementer Pre-planner
Implementer Scheduled
Manual Notification
Non-Approval Information
OLA Resolution Escalated Notification
OLA Resolution Escalation
OLA Response Escalated Notification
OLA Response Escalation
Requester Change Cancellation
Requester Change Receipt Confirmation
Requester Completion
Requester Change Re-scheduled
Requester Change Scheduled
Requester Rejection
SLA Response Escalated Notification
Task Cancellation
Task Pending

Problem Management
Change Completed
Known Error Assignment
Known Error Manager Assignment
Problem Assignment
Problem Cancelled
Problem Completed
Problem Coordinator Assignment
Solution Assignment
Reminders Reminders Notification
Request Management
Assignment
Request Cancellation
Request Definition Status Changed
Request Manager Assignment
Request Rejected
Request Response Escalation
Request Status Changed
Request Submitted
Work Order Assignee Assignment
Work Order Manager Assignment
Work Order Status Cancelled
Work Order Status Completed
Work Order Status In Progress
Work Order Status Pending
Work Order Status Rejected
Work Order Submit
Task Management
Task Assigned
Task Status Changed
Permission groups
This section lists the permission groups in BMC Remedy ITSM 7.6 or later, along with the
applicable license types.
For a more detailed description of each permission group, see Permission groups hierarchy (see
page 202).
Permission groups and applicable license types
BMC Remedy ITSM 7.6 or later permission group Applicable license types
Read Fixed Floating None Not

Applicable
Activity Config Yes
Activity User Yes

Activity Viewer Yes
Administrator Yes
ApprovalAdmin Yes
ASE-Administrator Yes
Asset Admin Yes Yes Yes
Asset Config Yes Yes Yes
Asset User Yes Yes Yes
Asset Viewer Yes
Browser Yes
CM Dashboard User Yes
Command Event Master Yes
Config Categorization Admin Yes
Config Categorization User Yes
Config Group Mapping Admin Yes
Contact Location Admin Yes
Contact Organization Admin Yes
Contact People Admin Yes
Contact People HR Admin Yes
Contact People User Yes
Contact Support Admin Yes
Contract Admin Yes Yes Yes
Contract Config Yes Yes
Contract User Yes Yes Yes
Contract Viewer Yes
Cost Manager Yes Yes Yes
Customize Yes
DMT Admin Yes
DMT User Yes
DSL Master Yes
DSL Viewer Yes
Email Rule Config Yes
Incident Config Yes Yes
Incident Master Yes Yes
Incident Submitter Yes

Incident User Yes Yes
Incident Viewer Yes
Infrastructure Change Config Yes Yes
Infrastructure Change Master Yes Yes
Infrastructure Change Submit Yes
Infrastructure Change User Yes Yes
Infrastructure Change Viewer Yes
Licensing Yes
Notification Admin Yes
Problem Config Yes Yes
Problem Master Yes Yes
Problem Submitter Yes
Problem User Yes Yes
Problem Viewer Yes
Purchasing User Yes Yes
Receiving User Yes
Release Config Yes
Release Master Yes
Release User Yes
Release Viewer Yes
Requester Console Config Yes
Requester Console Master Yes
ROI Admin Yes
ROI Viewer Yes
Security Yes
SLM Config Yes Yes
SLM Customer Yes Yes
SLM Manager Yes Yes
Sub Administrator Yes
Summary Definition Config Yes
Task Administrator Yes
Task Application Config Yes
Task Manager Yes
Task Process Config Yes

Task User Yes
Relationship types
On the Transactional-SharedComponents.xlsx spreadsheet, the SHR_LoadAssociation tab is used
to specify associations (or relationships) between records. The following table shows valid
relationship types.
Note
In the table, the Associated On Form is the parent form while the Associated To Form is
the child form.
Valid relationship types
Associated On Form Name Relationship Type Associated To Form Name
AST:CI Unavailability Related to CHG:Infrastructure Change
AST:CI Unavailability Related to HPD:Help Desk
AST:CI Unavailability Related to PBM:Problem Investigation
AST:CI Unavailability Related to RMS:Release
AST:Configuration Item (CI) Used by CTM:People
AST:Configuration Item (CI) Owned by CTM:People
AST:Configuration Item (CI) Supported by CTM:People
AST:Configuration Item (CI) Owned by CTM:Support Group
AST:Configuration Item (CI) Supported by CTM:Support Group
AST:Configuration Item (CI) Used by CTM:Support Group
AST:Configuration Item (CI) Owned by CTM:People Organization
AST:Configuration Item (CI) Supported by CTM:People Organization
AST:Configuration Item (CI) Used by CTM:People Organization
AST:Configuration Item (CI) Managed by CTM:People
AST:Configuration Item (CI) Managed by CTM:People Organization
AST:Configuration Item (CI) Managed by CTM:Support Group
AST:Configuration Item (CI) Approved by CTM:People
AST:Configuration Item (CI) Approved by CTM:People Organization
AST:Configuration Item (CI) Approved by CTM:Support Group
AST:Configuration Item (CI) Created by CTM:People
AST:Configuration Item (CI) ALL CTM:People

AST:Configuration Item (CI) ALL CTM:People Organization
AST:Configuration Item (CI) ALL CTM:Support Group
AST:Configuration Item (CI) Created by AST:PurchaseRequisition
AST:Configuration Item (CI) Attached to AST:Contracts
AST:Configuration Item (CI) Related to AST:PurchaseRequisition
AST:Configuration Item (CI) Terms and Conditions of AST:Contracts
AST:Configuration Item (CI) Impacted by TMS:Task
AST:Configuration Item (CI) Moved by TMS:Task
AST:Configuration Item (CI) Changed by TMS:Task
AST:Configuration Item (CI) Installed by TMS:Task
AST:Configuration Item (CI) Removed by TMS:Task
AST:Configuration Item (CI) Related to CHG:Infrastructure Change
AST:Configuration Item (CI) Upgraded by CHG:Infrastructure Change
AST:Configuration Item (CI) Repaired by CHG:Infrastructure Change
AST:Configuration Item (CI) Impacted by CHG:Infrastructure Change
AST:Configuration Item (CI) Moved by CHG:Infrastructure Change
AST:Configuration Item (CI) Installed by CHG:Infrastructure Change
AST:Configuration Item (CI) Removed by CHG:Infrastructure Change
AST:Configuration Item (CI) Changed by CHG:Infrastructure Change
AST:Configuration Item (CI) Related to HPD:Help Desk
AST:Configuration Item (CI) Restored by HPD:Help Desk
AST:Configuration Item (CI) Impacted by HPD:Help Desk
AST:Configuration Item (CI) Restored by HPD:Template
AST:Configuration Item (CI) Impacted by HPD:Template
AST:Configuration Item (CI) Related to PBM:Problem Investigation
AST:Configuration Item (CI) Related to PBM:Known Error
AST:Configuration Item (CI) Related to PBM:Solution Database
AST:Configuration Item (CI) Investigated by PBM:Problem Investigation
AST:Configuration Item (CI) Impacted by PBM:Known Error
AST:Configuration Item (CI) Impacted by PBM:Problem Investigation
AST:Configuration Item (CI) Terms and Conditions of AST:LicenseCertificates
AST:Configuration Item (CI) Attached to AST:LicenseCertificates
AST:Configuration Item (CI) Related to RMS:Release

AST:Configuration Item (CI) Upgraded by RMS:Release
AST:Configuration Item (CI) Repaired by RMS:Release
AST:Configuration Item (CI) Impacted by RMS:Release
AST:Configuration Item (CI) Moved by RMS:Release
AST:Configuration Item (CI) Installed by RMS:Release
AST:Configuration Item (CI) Removed by RMS:Release
AST:Configuration Item (CI) Changed by RMS:Release
CHG:Infrastructure Change Related to AST:Configuration Item (CI)
CHG:Infrastructure Change Upgrades AST:Configuration Item (CI)
CHG:Infrastructure Change Repairs AST:Configuration Item (CI)
CHG:Infrastructure Change Related to CHG:Infrastructure Change
CHG:Infrastructure Change Impacts AST:Configuration Item (CI)
CHG:Infrastructure Change Moves AST:Configuration Item (CI)
CHG:Infrastructure Change Installs AST:Configuration Item (CI)
CHG:Infrastructure Change Removes AST:Configuration Item (CI)
CHG:Infrastructure Change Changes AST:Configuration Item (CI)
CHG:Infrastructure Change Dependent CHG:Infrastructure Change
CHG:Infrastructure Change Related to AST:PurchaseRequisition
CHG:Infrastructure Change Related to AST:CI Unavailability
CHG:Infrastructure Change Related to HPD:Help Desk
CHG:Infrastructure Change Caused HPD:Help Desk
CHG:Infrastructure Change Corrects HPD:Help Desk
CHG:Infrastructure Change Initiated by PBM:Known Error
CHG:Infrastructure Change Related to PBM:Known Error
CHG:Infrastructure Change Related to PBM:Problem Investigation
CHG:Infrastructure Change Member of RMS:Release
CHG:Infrastructure Change Related to RMS:Release
CHG:Infrastructure Change Initiated by PBM:Solution Database
CHG:Infrastructure Change Related to PBM:Solution Database
HPD:Help Desk Related to AST:Configuration Item (CI)
HPD:Help Desk Duplicate of HPD:Help Desk
HPD:Help Desk Original of HPD:Help Desk
HPD:Help Desk Related to HPD:Help Desk

HPD:Help Desk Caused HPD:Help Desk
HPD:Help Desk Caused by HPD:Help Desk
HPD:Help Desk Restores AST:Configuration Item (CI)
HPD:Help Desk Resolved by HPD:Help Desk
HPD:Help Desk Resolved HPD:Help Desk
HPD:Help Desk Impacts AST:Configuration Item (CI)
HPD:Help Desk Related to AST:CI Unavailability
HPD:Help Desk Related to CHG:Infrastructure Change
HPD:Help Desk Caused by CHG:Infrastructure Change
HPD:Help Desk Corrected by CHG:Infrastructure Change
HPD:Help Desk Investigated by PBM:Problem Investigation
HPD:Help Desk Related to PBM:Problem Investigation
HPD:Help Desk Resolved by PBM:Known Error
HPD:Help Desk Related to PBM:Known Error
HPD:Help Desk Resolved by PBM:Solution Database
HPD:Help Desk Related to PBM:Solution Database
HPD:Help Desk Resolved by PBM:Problem Investigation
HPD:Help Desk Related to RMS:Release
PBM:Known Error Initiated by PBM:Problem Investigation
PBM:Known Error Related to PBM:Problem Investigation
PBM:Known Error Initiates PBM:Solution Database
PBM:Known Error Related to PBM:Solution Database
PBM:Known Error Related to AST:Configuration Item (CI)
PBM:Known Error Related to PBM:Known Error
PBM:Known Error Identified by PBM:Problem Investigation
PBM:Known Error Impacts AST:Configuration Item (CI)
PBM:Known Error Initiates CHG:Infrastructure Change
PBM:Known Error Related to CHG:Infrastructure Change
PBM:Known Error Resolved HPD:Help Desk
PBM:Known Error Related to HPD:Help Desk
PBM:Known Error Initiates RMS:Release
PBM:Known Error Related to RMS:Release
PBM:Problem Investigation Investigated by PBM:Problem Investigation

PBM:Problem Investigation Investigates PBM:Problem Investigation
PBM:Problem Investigation Related to AST:Configuration Item (CI)
PBM:Problem Investigation Initiates PBM:Known Error
PBM:Problem Investigation Related to PBM:Known Error
PBM:Problem Investigation Related to PBM:Solution Database
PBM:Problem Investigation Investigates AST:Configuration Item (CI)
PBM:Problem Investigation Identified PBM:Known Error
PBM:Problem Investigation Related to PBM:Problem Investigation
PBM:Problem Investigation Impacts AST:Configuration Item (CI)
PBM:Problem Investigation Related to AST:CI Unavailability
PBM:Problem Investigation Related to CHG:Infrastructure Change
PBM:Problem Investigation Investigates HPD:Help Desk
PBM:Problem Investigation Related to HPD:Help Desk
PBM:Problem Investigation Resolved HPD:Help Desk
PBM:Problem Investigation Related to RMS:Release
PBM:Solution Database Initiated by PBM:Known Error
PBM:Solution Database Related to PBM:Known Error
PBM:Solution Database Related to PBM:Problem Investigation
PBM:Solution Database Related to AST:Configuration Item (CI)
PBM:Solution Database Resolved HPD:Help Desk
PBM:Solution Database Related to HPD:Help Desk
PBM:Solution Database Created HPD:Help Desk
Request types
On the Transactional-SharedComponents.xlsx spreadsheet, the SHR_LoadAssociation tab is used
to specify associations (or relationships) between records. This tab includes two columns for
Request Type that identify the request type of the two records being associated and that must be
completed with one of the following text or numeric values:
6000 — Configuration Item

9000 — Incident
12000 — Infrastructure Change
15000 — Solution Database
16000 — Known Error
20000 — Problem Investigation

For more information, see Using Transactional-SharedComponents.xlsx to populate the Service or

CI fields in an incident, problem, known error, or change (see page 1313).
Timing Reasons
On the Transactional-Change.xlsx spreadsheet, the CHG_LoadInfrastructureChange tab includes
columns for Timing and Timing Reason. Timing is a required field on the Infrastructure Change
form. Timing Reason is a required field for the Timing values listed in the following table. This table
lists the values available for Timing and the corresponding values for Timing Reason.
Timing values and corresponding Timing Reason values
Timing values Timing Reason numeric values Timing Reason text values
Expedited 1000 Customer/business need
2000 Insufficient lead-time
3000 Known error correction
4000 Scheduling conflict
Status reasons
For forms that include Status as a required field, Status Reason is a required field for the status
values indicated in the following tables. These tables are grouped by the spreadsheet used to
upload data to the forms.
Status reasons for Transactional_CI.xlsx (see page 1295)

Status reasons for Transactional-Change.xlsx (see page 1296)
Status reasons for Transactional-Release.xlsx (see page 1297)
Status reasons for Transactional-Contract.xlsx (see page 1298)
Status reasons for Transactional-Problem.xlsx (see page 1299)
Status reasons for Transactional-Incident.xlsx (see page 1300)
Status reasons for Transactional-Task.xlsx (see page 1302)
Status reasons for Transactional_CI.xlsx

On the Transactional_CI.xlsx spreadsheet, the tabs include columns for Status and Status Reason.
The following table lists the values available for Status and the corresponding values for Status
Reason.
Asset CI Status values and corresponding Status Reason values
Status values Status Reason numeric values Status Reason text values
Ordered no values no values

Received no values no values
Being Assembled no values no values
Delete 4000 Obsolete
Deployed no values no values
Disposed 4000 Obsolete
Down 1000 Scheduled
2000 Maintenance
3000 Out of Service
End of Life 4000 Obsolete
In Repair no values no values
In Inventory no values no values
On Loan no values no values
Reserved no values no values
Return to vendor 5000 RMA - Return To Vendor
6000 RMA - Return to Distributor
Transferred no values no values
Status reasons for Transactional-Change.xlsx

On the Transactional-Change.xlsx spreadsheet, the CHG_LoadInfrastructureChange tab includes
columns for Status and Status Reason. Status is a required field on the Change form. Status
Reason is a required field for only certain Status values.
The following table lists the Status values for which Status Reason is a required field. This table
lists the values available for Status and the corresponding values for Status Reason.
Change Status values and corresponding Status Reason values
Planning In Progress 28000 Accepted
29000 Assigned
30000 Built
Implementation In Progress 14000 In Rollout
17000 In Development
18000 In Test
19000 In Build

20000 In Rollback
21000 In Documentation
13000 In Verification
Pending 27000 Manager Intervention
25000 Miscellaneous
22000 Vendor Purchase
26000 Future Enhancement
23000 Support Group Communication
24000 Task Review
Rejected 12000 Insufficient Task Data
15000 Insufficient Change Data
16000 Schedule Conflicts
Completed 10000 Final Review Required
9000 Final Review Complete
11000 Additional Coding Required
Closed 5000 Successful
6000 Successful with Issues
7000 Unsuccessful
8000 Backed Out
Cancelled 1000 No Longer Required
2000 Funding Not Available
3000 To Be Re-Scheduled
4000 Resources Not Available
Status reasons for Transactional-Release.xlsx

On the Transactional-Release.xlsx spreadsheet, the RMS_Release tab includes columns for Status
and Status Reason. Status is a required field on the Release form. Status Reason is a required
field for only certain Status values. If the Release Request Status is Pending then the Status
Reason is Mandatory.
Status values and corresponding Status Reason values are listed in the following table.
Release Status values and corresponding Status Reason values

Registered 20200 Communication
Pending 21000 More information
25000 Miscellaneous
27000 Manager Intervention
22000 Vendor Purchase
20200 Communication
28000 Change Review
In Progress 20100 Planning
20200 Communication
19000 Build
20000 Deployment
18000 Test
Rejected 32000 Schedule Conflicts
33000 Insufficient Data
34000 Business Case Rejected
Completed 29000 Final Review Required
30000 Final Review Complete
31000 Additional Coding Required
Cancelled 35000 No Longer Required
36000 Funding Not Available
37000 To Be Re-Scheduled
38000 Resources Not Available
Closed 39000 Successful
40000 Partially Deployed
41000 Unsuccessful
42000 Backed Out
Status reasons for Transactional-Contract.xlsx

On the Transactional-Contract.xlsx spreadsheet, the CTR_LoadContractBase tab includes columns
for Status and Status Reason. Status is a required field on the CTR:ContractBase form.
Status values and corresponding Status Reason values are listed in the following table. The
corresponding Status Reason values are optional. If no Status value is entered, the default value is
Executed.

Asset Status values and corresponding Status Reason values
Draft 2000 In negotiation
3000 Pending Signature
Executed 1000 Active
4000 Requires Attention
5000 Under re-negotiation
6000 Change Pending
7000 On Hold
Historical 8000 Expired
9000 Terminated
10000 Cancelled
Delete 11000 Scheduled for Deletion
Status reasons for Transactional-Problem.xlsx

On the Transactional-Problem.xlsx spreadsheet, several tabs include columns for Status and for
Status Reason. Status is a required field on each corresponding form.
Status Reason is a required field for the Status values listed in the following table. This table lists
the values available for Status and the corresponding values for Status Reason.
Problem Status values and corresponding Status Reason values
Spreadsheet tab Status values Status Reason numeric values Status Reason text values
Known Error Cancelled 1000 Duplicate
2000 No Longer Applicable
Corrected 3000 Pending PIR
No Action Planned 4000 Funding Not Available
Scheduled for Correction 5000 Pending Infrastructure Change
6000 Pending Third Party Vendor
Problem Investigation Completed 1000 Known Error
2000 Unresolvable
3000 Solution Database

4000 Enhancement Request
Cancelled 5000 Duplicate Investigation
Pending 6000 Local Site Action Required
7000 Purchase Order Approval
8000 Registration Approval
9000 Infrastructure Change
10000 Support Contract Hold
11000 Third Party Vendor Action Reqd
12000 Pending Original Problem
13000 Supplier Delivery
14000 Request
15000 Client Action Required
16000 Client Hold
17000 Monitoring Problem
19000 Automated Resolution Reported
Solution Database Inactive 3000 Not Applicable
Status reasons for Transactional-Incident.xlsx

On the Transactional-Incident.xlsx spreadsheet, the HPD_LoadHelpDesk tab includes columns for
Status and Status Reason. Status is a required field on the Incident form.
the values available for Status and the corresponding values for Status Reason.
Incident Status values and corresponding Status Reason values
Spreadsheet tab Status Reason numeric values Status Reason text values
Pending 2000 Local Site Action Required
3000 Purchase Order Approval
4000 Registration Approval
5000 Supplier Delivery
6000 Support Contact Hold
7000 Third Party Vendor Action Reqd
8000 Client Action Required
9000 Infrastructure Change

10000 Request
12000 Pending Original Incident
13000 Client Hold
14000 Monitoring Incident
Resolved 11000 Future Enhancement
14000 Monitoring Incident
15000 Customer Follow-Up Required
16000 Temporary Corrective Action
17000 No Further Action Required
Closed 1000 Infrastructure Change Created
Cancelled 20000 No longer a Causal CI
On the Transactional-Incident.xlsx spreadsheet, the TMS_LoadTask tab includes columns for

Status and Status Reason. Status is a required field on the TMS:TaskGroup form. Status Reason
is a required field for the Status values listed in the following table. This table lists the values
available for Status and the corresponding values for Status Reason.
Incident task Status values and corresponding Status Reason values
Closed 1000 Success
2000 Failed
3000 Canceled
Pending 4000 Assignment
9000 Error
Staged 5000 Staging in Progress
6000 Staging Complete
Waiting 7000 Acknowledgement
8000 Completion

Status reasons for Transactional-Task.xlsx

On the Transactional-Task.xlsx spreadsheet, the TMS_LoadTask tab includes columns for Status
and Status Reason.
the values available for Status and their corresponding values for Status Reason.
Task Status values and corresponding Status Reason values
Closed 1000 Success
2000 Failed
3000 Canceled
Pending 4000 Assignment
9000 Error
Time zones
On the Support_Group.xlsx spreadsheet, the CFG_BusinessTimeWorkdays tab and

CFG_BusinessTimeHolidays tab include a column for time zone, which must be completed with the
correct time zone offset for the region in which the support group is based.
The time zone entry must take this form:
(GMT-12:00) Eriwetok, Kwajalein

(GMT-11:00) Midway Island, Samoa
(GMT-10:00) Hawaii
(GMT-09:00) Alaska
(GMT-08:00) Pacific Time (US & Canada); Tijuana
(GMT-07:00) Arizona
(GMT-07:00) Mountain Time (US & Canada)
(GMT-06:00) Central Time (US & Canada)
(GMT-06:00) Mexico City (Tegucigalpa)
(GMT-06:00) Saskatchewan
(GMT-05:00) Bogota, Lima, Quito
(GMT-05:00) Eastern Time (US & Canada)
(GMT-05:00) Indiana (East)
(GMT-04:00) Atlantic Time (Canada)
(GMT-04:00) Caracas, La Paz
(GMT-03:30) Newfoundland

(GMT-03:00) Brasilia
(GMT-03:00) Buenos Aries, Georgetown
(GMT-02:00) Mid-Atlantic
(GMT-01:00) Azores, Cape Verde Is.
(GMT) Casablanca, Monrovia
(GMT) Greenwich Mean Time: Dublin, Edinburgh, Lisbon, London
(GMT+1:00) Amsterdam, Copenhagen, Madrid, Paris, Vilnius
(GMT+1:00) Belgrade, Sarajevo, Skopje, Sofija, Zagreb
(GMT+1:00) Bratislava, Budapest, Ljubljana, Prague, Warsaw
(GMT+1:00) Brussels, Berlin, Bern, Rome, Stockholm, Vienna
(GMT+2:00) Athens, Istanbul, Minsk
(GMT+2:00) Bucharest
(GMT+2:00) Cairo
(GMT+2:00) Harare, Pretoria
(GMT+2:00) Helsinki, Riga, Tallinn
(GMT+2:00) Israel
(GMT+3:00) Baghdad, Kuwait, Riyadh
(GMT+3:00) Moscow, St. Petersburg, Volgograd
(GMT+3:00) Nairobi
(GMT+3:30) Tehran
(GMT+4:00) Abu Dhabi, Muscat
(GMT+4:00) Baku, Tbilisi
(GMT+4:30) Kabul
(GMT+5:00) Ekaterinburg
(GMT+5:00) Islamabad, Karachi, Tashkent
(GMT+5:30) Bombay, Calcutta, Madras, New Delhi
(GMT+6:00) Almaty, Dhaka
(GMT+6:00) Colombo
(GMT+7:00) Bangkok, Hanoi, Jakarta
(GMT+8:00) Beijing, Chongqing, Hong Kong, Urumqi
(GMT+8:00) Perth
(GMT+8:00) Singapore
(GMT+8:00) Taipei
(GMT+9:00) Osaka, Sapporo, Tokyo
(GMT+9:00) Seoul
(GMT+9:00) Yakutsk
(GMT+9:30) Adelaide
(GMT+9:30) Darwin
(GMT+10:00) Brisbane
(GMT+10:00) Canberra, Melbourne, Sydney
(GMT+10:00) Guam, Port Moresby
(GMT+10:00) Hobart
(GMT+10:00) Vladivostok

(GMT+11:00) Magadan, Solomon Is., New Caledonia

(GMT+12:00) Auckland, Wellington
(GMT+12:00) Fiji, Kamchatka, Marshall Is.
Spreadsheet usage tips

This section documents the following tips for using the spreadsheets:
Defining people, permissions, and support groups (see page 1304)

Updating permission groups for existing People records (see page 1310)
Task templates and process templates (see page 1311)
Using Transactional-SharedComponents.xlsx to populate the Service or CI fields in an
incident, problem, known error, or change (see page 1313)
CTM-LoadSupportGroupAssociation with Support Staff set to Yes (see page 1317)
The Service Recon ID role in updating product categorizations (see page 1318)
Importing records with higher ID numbers than those currently issued by system (see page
1318)
Defining people, permissions, and support groups

Permission Groups, Support Group Associations, and Support Group Functional Roles
(permissions) can be assigned as follows:
Using templates. For detailed information about using templates, see Assigning permissions
and permission groups using templates (see page 1306).
On an individual basis. For detailed information about assigning permissions to individuals,
see Assigning permission groups and permissions on an individual basis (see page 1309).
Using a combination of templates and assigning directly to individuals.
Notes
If you are updating permission groups for existing People records (see page 1310),
use the CTM_LoadPeoplePermissionGroups tab of the People spreadsheet
(People.xlsx).
When you assign permission groups and permissions using both templates and on
an individual basis, the template permissions are assigned first and the individually
assigned permissions are appended to these. If the same permission is specified
in a template as well as for an individual, a validation error occurs. Remove the
duplication to fix the error.
When People records are loaded using People Templates using Data
Management or the Onboarding Wizard the values specified on the People
Template record are not used. Only the permission groups, support groups and
functional roles tied to the people template are applied to the People record.

This section contains the following information:
Assigning permissions and permission groups using templates (see page 1306)
Defining permissions using templates (see page 1307)
Assigning permission groups and permissions on an individual basis (see page 1309)
The People.xlsx spreadsheet contains the following tabs that you use to define people and their
permissions:
The CTM_LoadPeopleTemplate tab is used to load existing People templates from previous
systems. However People templates are also used for linking Permission Groups, Support
Groups, and Functional Roles to a People Record that is being loaded. See Assigning
permissions and permission groups using templates (see page 1306) for more information.
The CTM_LoadPeople tab defines people that are being loaded into the system.
The CTM_LoadPeopleTemplatePG tab includes columns for Permissions Group and
License Type, both of which are required fields. Use this tab to assign permission groups
using templates.
The CTM_LoadPeopleTemplateSG tab is used to associate support groups to a person
record in the CTM_LoadPeopleTemplate tab. Use this tab to assign permission support
groups using templates.
The CTM_LoadPeopleTemplateSFR tab is used to load a support group functional role for a
person record in the CTM_LoadPeopleTemplate tab. Use this tab to assign functional roles
using templates.
The CTM_LoadPeoplePermissionGroups tab includes columns for License Type and
Permission Group. Use this tab when assigning Application permissions and Company
access permissions to individual Remedy Login IDs.
License Type: Use this column to specify an Application permission. Do not use this column
for Company Access permissions.
Permission Group Type: Use this column to specify the type of permission that you are
assigning: 1 (Application permission), or 2 (Company permission).
If you are specifying Company permissions, make sure the License Type column
contains: Not Applicable.
The CTM_LoadSupportGroupAssociation tab is used to associate support groups with a

person record in the CTM_LoadPeople tab. Use this tab to assign support groups on an
individual basis.
The CTM_LoadSupportGroupFunctionalRole tab is used to load a support group functional
role for a person record in the CTM_LoadPeople tab. Use this tab to assign functional roles
on an individual basis.

Assigning permissions and permission groups using templates

People templates make it easier to load People records for individuals who fulfill the same role
within a given support group. See the steps in Defining permissions using templates (see page 1307)
for information about completing the People.xlsx spreadsheet.
CTM_LoadPeopleTemplate tab
When loading people information, the CTM_LoadPeopleTemplate tab is used to specify the
template information, such as name. The other fields, such as Company Name, are loaded from
the CTM_Load People tab. These other fields, however, are stored in the People Template after
promotion and are used when you create individual people records through the Application
Administration console. The following figure shows how the Template Name field relates the
CTM_LoadPeopleTemplate tab to the CTM_LoadPeople tab.
Template Name field relationship

Defining permissions using templates
1. Specify a Template Name on the CTM_LoadPeopleTemplate tab in People.xlsx and

complete the rest of the required fields.
Note
The information in the CTM_LoadPeopleTemplate tab is not used; the information

in the CTM_LoadPeople tab is used to load the person.

The template information is joined to the people information by the template name, as
shown in the following figure.
After a template has been defined in the CTM_LoadPeopleTemplate tab and the People
records have been defined on the CTM_LoadPeople tab, you can create a permission
record using the CTM_LoadPeopleTemplatePG tab.
2. Enter the template name specified in the CTM_LoadPeopleTemplate tab in the Template
Name column of the CTM_LoadPeopleTemplatePG tab. You must enter one permission per
spreadsheet row (many permissions to one template are allowed).
The following figure shows an example of permission groups being assigned to a group of
people, with the records being linked to each other by the Template Name.
Permission Groups assigned to many people using a template
3.
3. Verify that the permissions that you are assigning are not already defined in the
CTM_LoadPeoplePermissionGroups tab, which are used to define permissions on an
individual basis.
4. Repeat steps 1 through 3 to specify support groups using the
CTM_LoadPeopleTemplateSG tab and functional roles using the
CTM_LoadPeopleTemplateSFR tab.
Assigning permission groups and permissions on an individual basis

You can also assign permissions on an individual basis by using the following tabs:
CTM_LoadPeoplePermissionGroups
CTM_LoadSupportGroupAssociation
CTM_LoadSupportGrpFunctionalRole
Note
The permissions that you assign individually are appended to any permissions
assigned by a template. If there are duplicate permissions, a validation error
occurs.
To define the permissions on an individual basis
1. Fill in the information for the individual on the CTM_LoadPeople tab.

2. Based on the type of permissions that you want to assign, fill in any of the following tabs:
CTM_LoadPeoplePermissionGroups to assign permission groups. This tab is linked
to the CTM_LoadPeople tab by the Remedy Login ID column.
CTM_LoadSupportGroupAssociation to assign support groups. This tab is linked to
the CTM_LoadPeople tab by the Login ID column.
CTM-SupportGrpFunctionalRole to assign support group functional roles. This tab is
linked to the CTM_LoadPeople tab by the Login ID column.
The following figure shows an example of permission groups being assigned to an
individual, with the records being linked to each other by the Remedy Login ID.
Permission groups assigned to an individual

3. Verify that the permissions you that are assigning are not already defined in any templates
that you are using to assign permissions.
4. Repeat steps 1 through 3 for all the individuals to whom you want to assign permissions on
an individual basis.
Updating permission groups for existing People records

If you must update permission groups for existing People records, use the
CTM_LoadPeoplePermissionGroups tab of the People spreadsheet (People.xlsx).
Note

Only use the CTM_LoadPeopleTemplatePG tab of the People spreadsheet when you are
defining new people, permissions, and support group (see page 1304) records.
When updating permissions for existing People records, keep the following points in mind:
Use a new instance of the People spreadsheet.

Use the CTM_LoadPeoplePermissionGroups tab of the spreadsheet.
For each person that you are adding to a permission group, provide the person's login ID
and the name of the permission groups that you want to add.
Task templates and process templates

This section describes:
The limitations that exist for task template validation.

How you use task templates to load tasks and the associations between their child objects,
such as tasks and task groups, versus how you use process templates to load processes
and the associations between their child objects, such as tasks and task groups.
Limitations of task template validation
No validation is performed on the automatic fields on the TMS_LoadTaskTemplate tab of the

Process Setup-Task.xlsx spreadsheet. However, the automatic command is validated. This
behavior corresponds to the same behavior that exists on the TMS:Task Template form.
Differing uses of task and process templates
The system behaves differently when it uploads child tasks and task groups using templates
defined in the ProcessSetup-Task.xlsx and Transactional-Task.xlsx spreadsheets. The upload
works for each as follows:
ProcessSetup-Task.xlsx — When you upload data referencing a Task Group Template in

the Task Group Template Identifier field on the TMS_LoadTaskGroupTemplate tab, any
associated task groups and tasks are also uploaded automatically.
Transactional-Task.xlsx — When you upload tickets referencing a Task Group Template in
the Template ID field on the TMS_LoadTaskGroup tab, associated tasks are not uploaded
automatically. This is because tasks defined by the task group template can already be in
progress in the system. To upload a task group template's tasks, you need to explicitly
define the tasks on the TMS_LoadTask tab in the Transactional-Task.xlsx spreadsheet.
The following figure shows the Transactional-Task.xlsx spreadsheet with the Template ID
field referencing a template and also the TMS_LoadTask tab which must be filled to make
sure any associated tasks are also uploaded.

Transactional-Task.xlsx spreadsheet showing Template ID and TMS_LoadTask tab

Using Transactional-SharedComponents.xlsx to populate the Service or CI fields

in an incident, problem, known error, or change
To populate the Service and CI fields of an incident, problem, and known error, or to update the
Service field only of a change, you use the fields in the SHR_LoadAssociations tab of the
Transactional-SharedComponents.xlsx spreadsheet.
The SHR_LoadAssociations tab of Transactional-SharedComponents.xlsx spreadsheet contains

the following fields:
Request Identifier - To
Request Identifier Type - To
Relationship Type
CI Type of Relationship
Request Identifier - From
Request Identifier Type - From
Note
Fill in the Type of Relationship field only to create an association that updates the Service
or CI. Fill in the rest of the fields (required fields are highlighted in green) to complete the
association, even if you do not fill in the Type of Relationship field.
Related topic
Updating the Service and CI fields (see page 1313)
Updating the Service and CI fields

You can use the SHR_LoadAssociations tab of the Transactional-SharedComponents.xlsx
spreadsheet to update the Service and CI fields on the following:
HPD:Help Desk form

PBM:Problem Investigation form

PBM:Known Error form

Service field on the CHG:Infrastructure Change form
You must enter one of the following values in the CI Type of Relationship field, depending on
whether you want to update the Service or CI field. If you want to update both fields, you need to
create two rows specifying each of the following values once in each row.
Service CI (or 1000) to update the Servicefield
Warning
If you enter Service CI (or 1000) for incidents, problems, known errors, and
changes only, the Product Categorization information is updated based on the
information already defined for the service.
CI (or 2000) to update the CIfield
Warning
If you enter CI (or 2000), for incidents only the Resolution Product Categorization
information is updated based on the information already defined for the CI.
For an example of entering data in the spreadsheet to populate the Service and CI fields of an
incident, see Example: Updating the Service and CI fields for an incident (see page 1315).
Note
The SHR_LoadAssociations tab of the Transactional-SharedComponents.xlsx

spreadsheet is also used to define associations, including CI associations. Leave the
Type of Relationship field blank to create this type of association.
If you enter a value in the Type of Relationship field, the values that you enter in the Request
Identifier - To and Request Identifier - From fields are used to retrieve the data that will be entered
in the Service and CI fields for the incident. Depending on whether you are updating the Service or
CI fields, the values that you enter in these fields are different. The following table describes what
to enter in these fields in each of these situations.

Values to enter in the Request Identifier - To and From fields
Fields being updated Spreadsheet field Description of value to enter
Note:Request Identifier - ToRequest Identifier - FromServiceCI
Service Request Identifier - To The incident, change, problem, or known error number.
Request Identifier - From Service
CI Request Identifier - To The incident number.
Request Identifier - From CI
If you entered a value in the Type of Relationship field (to indicate you want to update either the
Service or CI fields on an incident, problem, known error, or change), in addition to the fields
described in the following table, you should update the rest of the fields on the spreadsheet as
follows:
Request Identifier Type - To — The Request Identifier Type. Always should contain one of
the following values:
9000 (or Incident) to indicate that you are updating an incident record
20000 (or Problem Investigation) to indicate that you are updating a problem
investigation record
16000 (or Known Error) to indicate that you are updating a known error record
12000 (or Infrastructure Change) to indicate that you are updating an
infrastructure change record
Relationship Type — Always should contain the value Related to or 35000.
Request Identifier Type — Always should contain the value 6000 or Configuration Item
to indicate that the information is being retrieved from a CI.
Example: Updating the Service and CI fields for an incident

For this example, you want to load data for incident INC000000000354 and populate the Service
and CI fields for this incident at the same time. You want to populate these fields as follows:
Service with System Access

CI with BMCHDNODE
The following figure shows you how to fill in the spreadsheet. Because you are populating both the
Service and CI fields on the incident, you need to fill in two rows on the spreadsheet.

SHR_LoadAssociations tab filled in
The following table explains the values in the fields on the spreadsheet shown in the figure above.
Spreadsheet fields and values used to populate the Service and CI fields
Spreadsheet field Value Explanation
Row 1 of spreadsheet example
CI Type of Relationship Service CI Service
Request Identifier - To INC000000000354 The incident number identifying the incident to

update.
Request Identifier Type - To 9000 Indicates that an incident record is to be updated.
Relationship Type Related to Related toCI Type of Relationship
Request Identifier - From RE17892Hge879hsjiPOI987ykjshnNSfxd ServiceSystem AccessService
Request Identifier Type - From 6000 Service
Row 2 of spreadsheet example
CI Type of Relationship CI CI
Request Identifier - To INC000000000354 ServiceCI
Request Identifier Type - To 9000 Indicates that an incident record is to be updated.
Relationship Type Related to Related toCI Type of Relationship
Request Identifier - From REtt739kdjLMHG875rrsfd467jHSDKfges CIBMCHDNODECI
Request Identifier Type - From 6000 CI
The following figure shows incident INC000000000354 with the Service and CI fields populated
with the information uploaded by the spreadsheet in the following figure.
Incident form showing Service and CI fields

CTM-LoadSupportGroupAssociation with Support Staff set to Yes

Data Management loads data hierarchically, in its order of dependence. Data on which other data
completely depends is loaded first, and data on which other data does not depend is loaded last.
The rest of the data is loaded somewhere in the middle of this continuum based on its dependency.
Example
CTM:People data is loaded before CTM:Support Group Association data, because there is a
hard dependency on the CTM:People data. However, when a People record has Support Staff
set to Yes, at least one support group association has to exist. Because CTM:Support Group
Association data is loaded after CTM:People data, it is not possible to validate if at least one
valid support group association exists or not. Therefore, when setting Support Staff to Yes,
you need to manually check that one support group association will also exist after all of the
data has been loaded.

The Service Recon ID role in updating product categorizations

When updating data from the CHG:LoadTemplate tab of the Change Process Setup spreadsheet
(Change_Process_Setup.xlsx), you must be aware of the role that the Service Recon ID field plays
in updating the product categorization fields.
The following situations are described:
When a Service Recon ID is provided (see page 1318)

When a Service Recon ID is not provided (see page 1318)
When a Service Recon ID is provided

When a record in the Change_Process_Setup spreadsheet meets all of the following conditions,
the data load job considers the product categorization data that is associated with the Service CI
record on the target system, instead of the product categorization data that is recorded in the
spreadsheet and in the spreadsheet’s Create/Update Change template.
Conditions:
The spreadsheet record contains a value in the Service Recon ID field.

The spreadsheet record contains a value in one or more of the product categorization fields (
Product Categorization Tier 1, Product Categorization Tier 2, Product Categorization Tier 3).
The Service CI record on the target system contains a value in one or more of the product
categorization fields.
Note
This is true even if the product categorization fields in the spreadsheet contain values, but
the corresponding fields in the system record are blank.
When a Service Recon ID is not provided

When a record in the spreadsheet does not contain a value in the Service Recon ID field, the data
load job updates the product categorization information in the Change template with the product
categorization information that is in the spreadsheet.
Importing records with higher ID numbers than those currently issued by system
When uploading records for transactional data and those records have higher ID numbers than
currently are present in the system, you must adjust the nextId counter on the HPD:CFG Ticket
Num Generator form to avoid encountering the following BMC Action Request System error:
"ARERR 382 - Unique Index violations".

Example
A system administrator is using the Data Management Transactional_Incident.xlsx spreadsheet to
import several hundred incident tickests to a freshly installed BMC Remedy ITSM system. The
incident request IDs of the imported records start at 1 and number sequentially to 500 (that is,
INC000000000001, INC000000000002, INC000000000003, INC000000000004, and so on).
After the import completes successfully and the system is ready for production, the end users
begin creating new incident requests. Because this is a new BMC Remedy ITSM system, the
system assigns the following ID number to the first newly created incident request:
INC000000000001. As soon as the end user tries to save the new request, the AR System issues
the following error message, because the user is creating a record with an ID number that is
assigned to another record:
"ARERR 382 - Unique Index violations"

=== The value(s) for this entry violate a unique index that has been
defined for this form : schema: HPD:Help Desk, entry: INC000000000206, 2
unique index(es), field(s): 1000000161 179 (ARERR 382) ===
To prevent this from happening, the system administrator could take the following steps:
1. Before performing the import, the system administrator determines the range of Incident IDs
that are being imported through Data Management.
2. On the newly installed system, the system administrator updates the nextId counter of the
HPD:CFG Ticket Num Generator form to a value higher than the highest ID number in the
import. In this example, the highest ID number was 500, so the system administrator could
update the nextId counter to 1001. By leaving a large gap between the two numbers, the
system administrator ensures that there is no overlap among the incident requests numbers.
3. The system administrator restarts the AR System servers.
Working with dataload jobs

This section describes how to create and manage dataload jobs. The following topics are provided:
Creating a job (see page 1320)

Viewing a job (see page 1331)
Searching for a job (see page 1332)
Modifying a job (see page 1332)
Canceling a job (see page 1332)
Completing steps (see page 1333)
Scheduling jobs (see page 1352)
Running and monitoring jobs (see page 1354)
Managing data errors (see page 1357)

Creating a job
Note
Before you create a job you should be familiar with the information in Populating the
dataload spreadsheets (see page 1244), including Managing spreadsheets (see page 1276)
.
The Job Console allows you to create and manage jobs.
To create a job
2. On the Job Console click Create and the Job (New) window is displayed. Alternatively you
can also access the Job (New) window by clicking Create Job under Job Functions in the
navigation pane.
3. In the Job (New) window, specify information about the job:
By default, the job must have a Draft status while it is being created.
a. For Job Name, enter a descriptive name for the job. Specify a name for a job with
maximum 60 characters. Do not include special characters and spaces.
b. For Job Description, you can provide a brief description for the job.
c. From the Company list, select the company associated with this job.
d. In the Replace Case/Alias drop-down list, select one of the following values:
Yes — The Validation step checks for aliases and replaces the alias values on
the staging forms with the actual values based on defined alias mappings.
Also, the Validation step checks for case insensitivity, and when found
converts the letter case of values on staging forms for the supported data type
fields so the case is the same as the case used for the values on the parent
form.
No — Turns off alias and case insensitivity checking.
The Job Owner field displays your User ID.
4. To prevent the job, steps, and staging data from being automatically deleted, select the
Override Delete check box. This selection overrides the settings chosen in your application
preferences.
5. Click Save.
The Job ID field and the Create Date, Modified Date, and Last Modified By fields on the Date
/System tab are updated by the system.
Tip

The Run Start Time and Run End Time fields on the Date/System tab will only be
populated when your job is run. Use this information to determine how long it took
for a job to run.

You can either use out-of-the-box templates or create customized steps to run your job. For more
information see, Using out-of-the-box templates (see page 1321), and Creating customized jobs
(see page 1324).
Creating a job using out-of-the-box job templates

BMC provides you with out-of-the-box templates to enable you to quickly create jobs. You can copy
these templates to customize them to your needs, and save them to be used later.
For information about copying templates, see Creating customized job templates (see page 1327).
For a description of the templates that are provided, see Out-of-the-box job templates (see page
1321).
Example
Allen Allbrook wants to quickly run a job to load Calbro Services company and people
information. He creates and saves a job. From the Create drop-down list in the Steps panel,
he selects the Using BMC Templates option, and the Company and People templates, and
runs the job.
To create a job using out-of-the-box templates
1. Create your job as described in Creating a job (see page 1320).

2. Click Save to save your job.
3. Select the Using BMC Templates option from the Create drop-down list in the Steps panel.
4. Select the required template.
5. Change the status of the job to Built and click Save.
6. Click Run to run the job immediately.
Out-of-the-box job templates

Pre-designed job templates are shipped with the dataload tool. They include the most commonly
loaded forms:
Out-of-the-box foundation templates (see page 1322)

Out-of-the-box process setup templates (see page 1323)
Out-of-the-box transactional templates (see page 1324)

Example
For example, if you wanted to load People records, you could choose a job template called
People and this would prepopulate all the required steps to load the appropriate forms for a
successful load of People and related data. Alternatively, if you are performing a full
deployment, you must choose all of the following job templates, which would prepopulate all
the required steps to load the appropriate forms for all Foundation, process setup and
transactional data:
ALL Foundation
ALL Process Setup
ALL Transactional
The following sections lists the out-of-the-box templates that are provided by BMC.
Out-of-the-box foundation templates
Note
If you use a foundation template, the template data overrides the data that is specified in
the spreadsheet.
Template Description
name
ALL Sets up the steps for all of the Foundation templates

Foundation
Company Loads company and company alias records
Financial Loads configuration cost center repository and cost center user-defined association records
Information
Generic Loads generic catalog, generic product service associations and generic company module association records
Catalog
Geography Loads postal code records
Location Loads site, site alias, region, site group, and site company association records
Operational Loads operational catalog and operational catalog association records

Catalog
People Loads people template, people, people template permission group, people template support group, people
template support group functional role records
Also loads people attribute records, including login ID, people wallet (for example, credit card information), people

Template Description
name
human resources attendance management, people human resources time management, people education,
people travel profile, people benefit information, people IT skills, cost center user-defined association, people
work log, people notification event, people access restrictions, people permission group, support group
association, and support group functional role
People Loads people organization records

Organization
Product Loads product catalog, product alias, product company association, product model version, product model version
Catalog patch, and product catalog alias mapping records
Support Loads support group, support group assignment, support group alias, support group on call, business work days,
Group and business holiday records
System Loads pager service configuration records

Setup
Out-of-the-box process setup templates

Template name Description
All Process Setup Sets up the steps for all of the Process Setup templates
Change Loads approver lookup, change template, change template support group association, change
template associations, and task template association records
Foundation Loads assignment and alternate records
Incident Loads incident template, incident template support group association, incident template associations,
scripts, group event mapping, decision tree, decision tree main branch, decision tree branch, and
decision tree branch item records
Request Loads summary definition records
Task Loads task group template, task template, task association template, task flow template, task
assignment configuration, task variable template, and task variable mapping records
Activity_Process_Setup Loads activity templates, activity config rules, and activity config notification rules records
Release_Process_Setup Loads release milestone exit criteria, release approver lookup, release template, release template
associations, release template support group associations, release config rules, release config
prioritization, release config notification rules, and release milestone phases records
BMC Service Level Management:
Agreement Loads the service level management agreement records and their related template
Contract job Loads the service level management contract records
Service target Loads the service target records and their related template
PDT Import Loads Process Definition Templates (PDTs) and related data
SRD Import Loads Service Request Definitions (SRDs) and related data

Supporting Data Loads supporting data for SRDs and PDTs, which includes questions, images, survey questions, category
Import data, and entitlement data
Out-of-the-box transactional templates

Template name Description
ALL Transactional Sets up the steps for all of the Transactional templates
Change Loads infrastructure change, change work log, change impacted areas, and signature records
Financial Information Loads payment records.
Foundation Loads broadcast, broadcast support group association, association, financial, and reminder records.
Incident Loads incident, incident association, incident work log, and incident impacted area records
Problem Loads problem investigation, problem investigation work log, problem impacted areas, problem known
error, problem known error work log, problem solution database, problem solution alias, problem
solution work log, and problem solution database additional mapping records
Task Loads task, task group, and task work information records
Transactional_Activity Loads activity and activity work info records
Transactional_Release Loads release manifest association, release worklog, release signature, and release records
BMC Asset Management:
Asset Loads the asset-to-asset relationship data
CI-CMDB Loads the computer system, processor, product, and operating system CIs
BMC Knowledge Management:
How To This template is designed to document a process, a user question, or instructions to complete a specific
task. Knowledge users can write the process, task, or question in the Question field and provide the
details in the Answer field. Additional comments can be added in the Technical Notes field.
Reference
Problem Solution This template is designed to document problems and their solutions. Knowledge users can write the
problem description in the Problem field and provide a solution in the Solution field. Additional
comments can be added in the Technical Notes field.
Known Error This template is designed to document fixes or workarounds to known errors and issues. Knowledge
users can use the template's fields to describe the error, provide the root cause, and offer a fix or a
workaround. Additional comments can be added in the Technical Notes field.
Creating customized jobs

You can choose to create your own steps for a job.
Note
You can also choose to use custom templates to create steps by selecting the Using
Custom Templates option in the Create drop-down list found in the Steps panel of the Job
(New) window and selecting the required template.

This section also provides the following information:
Deleting steps (see page 1327)

Creating customized job templates (see page 1327)
Searching for job templates (see page 1330)
Before you begin

You must complete filling in the initial job details as described in Creating a job (see page 1320).
To create steps for customized jobs
1. Once you have saved your job, select the Step option in the Create drop-down list in the
Steps panel.
2. In the Step (New) window, specify information about the step:
a. For Step Name, enter a descriptive name for the step.
b. For Step Description, provide a brief description for the step.
c. From the Step Type list, select the type of step. The options are:
Load step — Imports your data. For more information about the Load step and
creating transformations, see Load step (see page 1333).
Validate step — Automatically verifies your data. For more information, see
Validate step (see page 1342).
Note
When you select Validate, the Create Only option is enabled. If you
want only new data to be created and you do not want existing
records to be updated, select the Create Only check box to run the
validation for this step and create new records for the target
applications. Any staging form records that are duplicated by records
in the target applications are flagged as errors and can be corrected
using Error Management. If you do not select this check box, the
validation runs in "update mode," duplicated records are not flagged
as errors, and the data is pushed to the target effectively updating it.
Promote step — Pushes all records without errors to their respective target
forms within the BMC Remedy ITSM Suite of applications. For more
information, see Promote step (see page 1347).
3. From the Staging Form Category list, select the required category (for example, Foundation,
Process Setup, Transactional) for the staging form.
4. From the Staging Form Name list, select the staging form name that is used by the Validate
and Promote steps.

4.
Note
This procedure is mandatory for the Validate and Promote steps.
5. From the Step Group list, select the group that organizes your set of Load, Validate, and
Promote steps together into a classification that makes sense for the operation (for example,
the Company group logically groups the staging form and Validate and Promote steps for
Company, Company Alias, Site, and Site Alias).
You can also enter your own custom group in this field. If you save your job as a template,
your group will appear as an option in the Group list.
The Parent Job Name displays the name of your job.
The status for the step is automatically set by the system.
The Job Owner field displays your User ID.
The System Messages field displays the following information:
For a Load step, the errors returned from the Atrium Integrator adapter plug-in
For a Promote step, the count of promote errors
For a Validate step, states that errors are detected
For a people promote step only, shows license counts
6. You can select the Wait Before Execution check box to pause the job at the selected step
before the step runs.
Note
When a job is run and a step is triggered with a wait flag, a notification is
automatically sent to the job owner.
7. You can select the Create Only check box to run the validation for this step and create new
records for the target applications.
8. Click Save.
The Parent Job Name, Parent Job ID, Step ID,Create Date, Modified Date, and Last
Modified By fields on the System Info tab are updated.
When you manually create a Validate step, and after you click Save, the system
automatically creates the associated Promote step. Also, when you manually create a
Promote step, and after you click Save, the system automatically creates the associated
Validate step.
9. Repeat steps 1-8 to create customized steps for your job. After you have created all your
steps, go back to your job using the breadcrumb bar at the top of the screen and change the
status of the job to Built.
10. Click Run to run your job immediately, or Job Schedule to run the job at a future time.

Related topics
Running and monitoring jobs (see page 1354)
Scheduling jobs (see page 1352)
Deleting steps
The following procedure describes how to delete steps in the Steps panel.
The Validate and Promote steps are organized into pairs and you cannot just delete an individual
step because these steps are associated with a single staging form.
To delete steps
2. On the Job Console, select the required job in the Jobs table.
3. On the Job window in the Steps panel, select the required step group, select a step to
delete, and click Delete.
A dialog box asks you if you are sure you want to delete the step.
4. Click Yes to proceed or No to cancel.
The Validate and Promote pair of steps are deleted. If you select either a Validate or a
Promote step, both steps are deleted.
If you choose to delete a Load step, all Validate and Promote steps associated with the
Load step are deleted. This is dictated by the value in the Step group column.
Creating customized job templates

These procedures describe how to create customized job templates:

To create customized templates from the Job (New) window (see page 1328)
To create customized templates from the Job Template window (see page 1328)
Example
Allen Allbrook has a requirement to always load company and people information together. He
loads the company template from the Load Template list and he creates customized steps to
load people information. He saves this combination as his customized template. Going
forward, when Allen wants to load company and people information he selects his customized
template, and runs his job.
Warning
You cannot load CI and CI relationships data using a single job template. CIs and CI
relationships need to be loaded using two separate jobs.

Before you begin

You must fill in all initial job details as described in Creating a job (see page 1320).
To create customized templates from the Job (New) window
2. From the Job Console, click Create.
Note
Alternatively, you can choose Create Template under Other Functions to open the
Job Template window. For more information, see To create customized templates
from the Job Template window (see page 1328).
3. Create your steps by following the procedure in Creating customized jobs (see page 1324).
4. Click Save As Template.
5. In the Save As Template dialog box, fill in a name and description for the template.
6. From the Categorylist, select a staging form category for the template, such as Foundation,
Process Setup, Transactional, or Custom.
Note
Use the custom category when the template has staging forms that are a
combination of Foundation, Process Setup, and Transactional staging forms.
7. Select a company from the Company list.
Note
You can add additional company access to this template by searching for the
template after it is saved and choosing other companies. For more information,
see Searching for job templates (see page 1330).
8. Click Save.
To create customized templates from the Job Template window
2. In the Job Console, select Other Functions > Create Template.
3. In the Job Template window, enter a descriptive name for the template.
4.
4. You can enter a brief description for the template in Template Description.
5. Select the company that will own the template.
6. Select the template category.
7. Select a status for the template (for example, Proposed, Enabled etc.)
8. Select at least one required company in the Company Access information.
9. Click Save to save the information.
10. Complete the Company Access information for additional companies.
Filling in this information allows other users in the applied companies to use this template.
To do this, select the required company and click Add. The selected company displays in
the table.
Note
Click Refresh to refresh the table. You can also remove a company by selecting it
in the table and clicking Remove.
11. From the Steps panel, select the Step option from the Createdrop-down list.
Note
You must have first saved the template in order to create steps.
12. In the Step Template (New) window, enter a descriptive name for the step.
13. Enter a brief description for the step in Step Description.
14. From the Status list, select the status for the step (for example, Proposed, Enabled etc.)
15. Select the step type.
16. Select the staging form category.
17. For a Validate or Promote step, select a staging form name from the drop-down list.
18. Select a group name from the Step Group drop-down list or enter a custom group name.
19. If you are creating a Load step, you must select the name of your BMC Atrium Integrator
job.
20. You can select the Create Only check box to run the validation for this step and create new
records for the target applications. For more information about the Create Only check box,
see Creating customized jobs (see page 1324).
21. You can select the Wait Before Execution check box to pause the job at the selected step
before the step runs.
22. Click Save to save your step template.
When you manually create a Validate step, and after you click Save, the system
automatically creates the associated Promote step. Also, when you manually create a
Promote step, and after you click Save, the system automatically creates the associated
Validate step.
23.
23. Repeat steps 7-21 for all of the steps that you want to add to your job template.
Once you have saved your template, you can access it from the Job Template window by
selecting the Custom Job Template option in the Create drop-down list or you can search for
it.
To create a new template based on a copy of the template you created, click Copy Template
on the Job Template window, complete the new template name, description, category, and
company fields, and save the information.
Searching for job templates

You can search for templates that you have created and configure your templates to support multi-
tenancy for users who have access to data for multiple companies.
To search for templates
2. On the Job Console in the navigation pane, select Other Functions > Search Template.
The Job Template (Search) window opens.
3. In the Job Template (Search) window, you can enter one or more of the following search
criteria:
Template Name — Enter the name of the template.
Template Description — Enter the description for the template.
Company — Enter the name of the company that owns the template.
Category — From the Category list, select the category of the staging forms for the
template (for example, Foundation, Process Setup, Transactional, and Custom).
Status — From the Status list, select the status for the template (for example,
Proposed, Enabled, and Offline).
Template Owner — Enter your user ID to find all templates that you have created.
The Template Type field is defaulted to Custom Template and should not be
changed. Out-of-the-box standard templates cannot be modified.
4. Click Search.
The search results list of found templates is displayed at the top of the Job Template
(Search) window.
5. Choose from the following options:
Option Action
Search for a Click New search to clear the Job Template (Search) window and enter new search criteria.
new
template
Modify all Click Modify all to modify specific information for all selected rows in the results list at once (for example,
selected change status of selected templates to Offline). The current mode of the results list pane changes to
templates "Modify All." The Job Template window displays and you can make the required changes. Click Save
and when prompted, click Yes to save your changes.
Save Choose Searches > Save Search...

searches For information about using other Searches options, see Running and saving searches.

Option Action
Save report Choose My Reports > Save... to save a report based on the results list. For more information about
on the using My Reports, see Using the My Reports toolbar button.
results list
Define Click Advanced search to define a search statement in the advanced search bar at the bottom of the
complex set window. You can choose to insert relational operators (for example, <,>,!=, AND, OR) into the search
of search statement by using the provided buttons. For information about the advanced search bar, see Using the
criteria advanced search bar.
Clear Click Clear to remove your information from all of the search criteria fields.
Display Displays an audit of the status field (for example, when the record changed status and who changed the
status status).
history
Set display Use the Preferences options to change how the results list or the Steps table is displayed (for example,
preferences you can choose to remove a displayed column).
for results
list or Steps
table
Refresh the From the results list, click Refresh.

results list
Create Click Report to create a report on the selected template(s) in the results list. You can choose which
report fields you want to report on and which criteria to report on. You can view the report or print it.
Select all From the results list, click Select All.

templates
Deselect all From the results list, click DeSelect All.

templates
Provide The Company Access panel displays your list of companies. To share the template with another
access to company and allow its users to use it, select the company and click Add. Users that belong to that
templates for company will be able to select this template when they are creating jobs.
other
companies
Remove To remove a company from having access to a template, select the company in the Company Access
access to panel and click Remove. Users that belong to that company will no longer be able to select this template
templates when they are creating jobs.
from
companies
Viewing a job
This topic describes how to view a Data Management job.
You might need to view jobs if, for example, you believe the job has stopped running and you need
to see at what point the job stopped. This information is helpful for performing troubleshooting.
To view a job
2. On the Job Console, select the required job in the Jobs table and click View.

Searching for a job

The topic describes how to search for a Data Management job.
To search for a job
1. From the Applications list on the IT Home page, select Data Management> Job Console.
2. On the Job Console in the navigation pane, select Job Functions> Search Job.
3. On the Job (Search) window, enter a search criteria (for example, name, description, job
status, or company).
4. Click Search.
A list of jobs that match your search criteria is displayed.
Modifying a job
This topic describes how to modify a Data Management job.
To modify a job
1. From the Applications list on the IT Home page, select Data Management> Job Console.
2. On the Job Console, select the job you want to modify and click View. The job is displayed.
3. Make changes to your job. You can change basic information about the job such as its
name, description, or company. You can also add customized steps or a template to the job.
Note
You can only modify jobs which you created and that have a Draft status. If you try
to modify a job created by a user other than yourself, you will receive a warning
indicating that you do not have permission to modify the job.
4. Click Save.
Canceling a job
The following procedure describes how to cancel a job.
Note:
If you are a DMT User, you can cancel only jobs that you created. If you are a DMT
Admin, you can cancel any jobs for the companies to which you have access.
To cancel a job
2.
2. On the Job Console, choose one of the following ways to cancel a job:
Select the required job in the Jobs table and click Cancel.
From within a Job record, click Cancel.
You will be prompted to verify that you want to cancel this job and all of its associated
steps. Select Yes to cancel the job or No to retain the job.
Completing steps
Dataload jobs are composed of sequences of the following steps:
Load step (which imports your data from your source files to the staging forms)
Validate step (which validates staging form data)
Promote step (which pushes valid staging form records to your target forms)
This section describes the behavior of the steps and how to complete the steps for your jobs.
Load step (see page 1333)

Validate step (see page 1342)
Promote step (see page 1347)
Load step
The Load step imports your data from your source files to the dataload staging forms. This step
leverages Atrium Integrator jobs, which integrate source and target data stores with data
transformation based on specific rules.
The DMT User or DMT Admin provides the source location and connection information that the
Atrium Integrator adapter uses for the transformation process.
Data can be imported to one or more staging forms in one Load step. For example, a Load step
can import company and company alias data from a Company.xlsx spreadsheet to two different
staging forms.
Loading BMC Asset Management data (see page 1333)

Configuring an Atrium Integrator job for a Load step (see page 1336)
Registering a new Atrium Integrator job for a Load step (see page 1339)
Registering Atrium Integrator job variables (see page 1340)
Configuring Data Management for LDAP or LDAPS import (see page 1341)
Loading BMC Asset Management data

Before you load BMC Asset Management data, you should be familiar with the following
information:
CI and inventory attribute dataload process (see page 1334)

Usage of the CI Name field as a unique identifier (see page 1334)

Reconciliation rules for supported CIs (see page 1334)

Loading asset CI relationships (see page 1334)
CI and inventory attribute dataload process

Once CI data is loaded successfully to the BMC Atrium Core CMDB forms then attribute data is
loaded to the AST:Attributes form. During validation, CI data in the BMC Atrium Core CMDB forms
is reconciled with the attribute data through the AST:LoadAttributes staging form. Once validation
is successful, CI data is promoted to the BMC.ASSET production dataset and AST:LoadAttributes
data is promoted to the AST:Attributes form.
Usage of the CI Name field as a unique identifier
The CI Name field is a required field for loading CIs and CI relationships. The CI Name field is also
the unique identifier for importing asset data. Transformations are built using CI Name as the
unique key field.
You must ensure that you have a unique set of CI Name records. If a CI Name is found, this record
will be updated during the Load step.
Warning
When you import data from multiple external sources, you must ensure that CI Name
integrity is maintained to prevent any erroneous updates from occurring.
Reconciliation rules for supported CIs

As part of the process for reconciling data, CIs go through a merge phase that follows standard
merge rules. These rules define precedence values for the supported CIs listed in the table below
and ensure that the fields listed below are merged with the production CIs. For more information
about the standard merge rules, see the BMC Atrium CMDB Normalization and Reconciliation
documentation.
CI Fields
Computer System
CI Name
Serial Number
Domain
Hostname
Product Model/Version
Operating System CI Name
Processor CI Name
Business Service CI Name
Loading asset CI relationships

Before you load asset CI relationships data, you should be aware of the following rules:

The required CIs should already exist in your system before you load CI relationships.
You should always load data using the BMC.ITSM.CI.DATA dataset in the Load step for
your jobs. For more information, see Configuring an Atrium Integrator job for a Load step
(see page 1336).
The following CI relationship types are supported out-of-the-box:
CI relationship types
Proper name Normalized name Relationship type class
Application System Services APPLICATIONSYSTEMSERVICES BMC.AM:BMC_APPLICATIONSYSTEMSERVICES
Component COMPONENT BMC.AM:BMC_COMPONENT
Dependency DEPENDENCY BMC.AM:BMC_DEPENDENCY
Element Location ELEMENTLOCATION BMC.AM:BMC_ELEMENTLOCATION
Hosted Access Point HOSTEDACCESSPOINT BMC.AM:BMC_HOSTEDACCESSPOINT
Hosted Service HOSTEDSERVICE BMC.AM:BMC_HOSTEDSERVICE
Hosted System Components HOSTEDSYSTEMCOMPONENTS BMC.AM:BMC_HOSTEDSYSTEMCOMPONENTS
In IP Subnet INIPSUBNET BMC.AM:BMC_INIPSUBNET
In Segment BMC_InSegment BMC.AM:BMC_INSEGMENT
Inventory Bulk Items INVENTORYBULKITEMS BMC.AM:BMC_INVENTORYBULKITEMS
Inventory Computer Systems INVENTORYCOMPUTERSYSTEMS BMC.AM:BMC_INVENTORYCOMPUTERSYSTEMS
Inventory System Components INVENTORYSYSTEMCOMPONENTS BMC.AM:

BMC_INVENTORYSYSTEMCOMPONENTS
IP Subnets in Collection IPSUBNETINCOLLECTION BMC.AM:BMC_IPSUBNETINCOLLECTION
LNs In Collection LNSINCOLLECTION BMC.AM:BMC_LNSINCOLLECTION
Member Of Collection MEMBEROFCOLLECTION BMC.AM:BMC_MEMBEROFCOLLECTION
Segments in Collection SEGMENTSINCOLLECTION BMC.AM:BMC_SEGMENTINCOLLECTION
Account On System ACCOUNTONSYSTEM BMC.AM:BMC_ACCOUNTONSYSTEM
All Related ALLRELATED BMC.AM:BMC_BASERELATIONSHIP
Inventory Equipments INVENTORYEQUIPMENTS BMC.AM:BMC_INVENTORYEQUIPMENT
Settings Of BMC_SettingsOf BMC.AM:BMC_SETTINGSOF
Impact BMC_Impact BMC.AM:BMC_IMPACT

Configuring an Atrium Integrator job for a Load step

To import data from various sources, you must create an Atrium Integrator job for each Load step.
These jobs provide the details that are required to find the source data store, transform the data
using the specified rules, and store the data in the required target data store.
Note
BMC Remedy AR System provides an Atrium Integrator adapter plug-in that enables you
to create and run your own data transformations. For more information, see Integrating
and migrating data.
BMC provides out-of-the-box Atrium Integrator jobs, which can be configured.
To configure an Atrium Integrator job for a Load step
1. In the Load Parameters panel in the Step (New) window, select the required Atrium
Integrator job name from the following choices:
Job name Description
Activity_Process_Setup Imports activity template, activity configuration rules, and activity configuration
notification rule records
CI-CMDB Imports computer system, processor, product, and operating system CIs
Company Imports company and company alias records
Change_Process_Setup Imports the following records: approver lookup, change template, change
template support group association, change template associations, and task
template association
Financials Imports configuration cost center repository and cost center user-defined
association records
Foundation_Process_Setup Imports assignment and alternate records
Generic_Catalog Imports generic catalog, generic product service associations, and generic
company module association records
Geography Imports postal code records
Incident_Process_Setup Imports the following records: incident template, incident template support group
association, incident template associations, scripts, group event mapping,
decision tree, decision tree main branch, decision tree branch, and decision tree
branch item
Load Service Agreement Imports service agreement and its associated milestone, action, and penalty
rewards records
Load Service Target Imports service target and its associated milestone, action, and goal schedule
records
Load SLM Contract Imports BMC Service Level Management contract

Job name Description
LDAP_People Imports people from an LDAP server to the CTM:LoadPeople form
Location Imports site, site alias, region, site group, and site company association records
OperationalCatalog Imports operational catalog and operational catalog association records
People Imports people records
PeopleOrg Imports people organization records
Product_Catalog Imports the following records: product catalog, product alias, product company
association, product model version, product model version patch, and product
catalog alias mapping
Release_Process_Setup Imports the following records: release milestone exit criteria, release approver
lookup, release template, release template associations, release template
support group associations, release configuration rules, release configuration
prioritization, release configuration notification rules, release milestone phases
Support_Group Imports the following records: support group, support group assignment, support
group alias, support group on call, business work days, and business holiday
System_Setup Imports pager service configuration records
Task_Process_Setup Imports the following records: task group template, task template, task
association template, task flow template, task assignment configuration, task
variable template, and task variable mapping
Transactional_Activity Imports activity and activity work information records
Transactional_Asset Imports asset work log, asset to asset relationship, asset people, and CI records
Transactional_Change Imports infrastructure change, change work log, change impacted areas, and
signature records
Transactional_Contract Imports contract records
Transactional_Incident Imports incident, incident association, incident work log, and incident impacted
area records
Transactional_Problem Imports the following records: problem investigation, problem investigation work
log, problem impacted areas, problem known error, problem known error work
log, problem solution database, problem solution alias, problem solution work log,
and problem solution database additional mapping
Transactional_Release Imports release worklog, release signature, and release records
Transactional_Shared_Components Imports support group associations for broadcasts, and financial data (including
costs and payments) for applications.
Transactional_Task Imports tasks, task group, and task work information records
The Variables panel displays the following information which is used by Atrium Integrator to
connect the BMC Remedy AR System server with the import process.
Variable Value
AR_USER BMC Remedy AR System server user name

Note
You only need to make this change once. If you modify AR_USER, the new value
propagates to all the Load steps.
Recommendation
If you have selected either the Transactional_Asset or CI-CMDB Atrium Integrator

job, BMC recommends that you keep BMC.ITSM.CI.DATA, which is the default, as
the DATASETID variable to ensure that the data is reconciled correctly with the
production dataset. You will need to highlight the DATASETID variable in the
Variables table to display the DATSETID entry field.
Do not load data directly to the BMC.ASSET production dataset.
2. Select either the name of the User's data spreadsheet (created using Spreadsheet
Management) that will be attached to the Atrium Integrator job from the Spreadsheet drop-
down list or click Add to browse locally and manually add the spreadsheet as an attachment.
Note
This process will also pull in the attachments .zip file if one exists for the
spreadsheet.
If you have attachment fields with data in your ARX files or Excel spreadsheets, you must
add an attachment .zip file. To load spreadsheets with attachments:
a. In the attachment columns in your spreadsheet, enter the following path for your files
and save your changes: optionalSubFolderName\fileName
b. Create a folder on your local hard drive.
Note
If you are attaching files that have a shared file name you must put these in
separate local sub-folders before zipping them. Your spreadsheets will need
to reference these sub-folders.
c. Put all of the files that you want to attach to the staging form record, and have
identified in the attachment columns of your spreadsheet, in this folder. You can
create sub-folders if required.
d. Zip up your files and name the .zip file folderName.zip.

d. BMC Software Confidential. BladeLogic Confidential.
Warning
The file must be a .zip file. No other compression formats are supported.
When you export an ARX file, the attachment directory is automatically created and
you can make a zip file by zipping up the directory.
Note
If you remove a spreadsheet, by clicking Remove, you will also remove the
attachments .zip file.
3. To save the step, click Save.

After your Data Management job has a status of Built, and you choose to run the job, the
Atrium Integrator job runs. When the job finishes running, the Load step is set to Completed.
Registering a new Atrium Integrator job for a Load step
Note:
The following procedure applies to DMT Admins or AR Administrators only.
After you have created your own Atrium Integrator job, using the Atrium Integrator Spoon client,
and stored it in the BMC Remedy AR System repository so it is accessible by the BMC Remedy
AR System server, you must register it so it can be selected within the Load step for your Data
Management job.
To register your Atrium Integrator job
1. From the Job Console, select Other Functions > Atrium Integrator Jobs.
The Atrium Integrator Job table lists all of the jobs provided by BMC by default. This table
enables DMT Admins or AR Administrators to view, modify, and delete Atrium Integrator
jobs.
2. Click Create.
3. Enter the name for your Atrium Integrator job.
Note
The name must match the name you used when you created the Atrium Integrator
job using the Atrium Integrator Spoon client.

4. Select the same job type that you used when you created the job using the Atrium Integrator
Spoon client.
5. Enter the required Atrium Integrator repository directory path for your job.
6. Select the required log level for the execution of the job.
7. If you select the Attachment Required check box, then a variable called DMTattachpath is
automatically created that is used to attach a file to your job.
8. Click Save to register your job.
Related topic
Registering Atrium Integrator job variables (see page 1340)
Registering Atrium Integrator job variables
Note
The following procedure applies to DMT Admins or AR Administrators only.
After you have registered your Atrium Integrator job, you can register variables for it so they can be
used during the execution of the Data Management job; for example, connectivity information
including your server name and server password.
To register custom Atrium Integrator job variables
1. From the Atrium Integrator Jobs window, click on the arrow next to Variables to open the
Variables panel.
Note
The Hidden column in the variables table indicates when the variables are
dynamically set (shows Yes) by Data Management and are therefore not displayed
in the Variables panel in the Step window.
2. Click Create.
3. Select the required variable type.
Select the Local variable type if the variable is only for a specific Atrium Integrator job
execution. Select the Global variable type if the variable applies to all Atrium Integrator job
executions.
4. Select your Atrium Integrator job name.
5. Enter your variable name.
6. You can enter the following information:
Variable description

6.
Default value for your variable which automatically populates the variable
You can also select the Secured check box so that your data is stored using
encryption. If you select the Hidden check box, the variable is only used in workflow
and users cannot provided values for it in the Step window.
7. Click Save to register your variable.
Configuring Data Management for LDAP or LDAPS import

You can import people data from a Lightweight Directory Access Protocol (LDAP) or LDAP over
Secure Sockets Layer (LDAPS) server to the CTM:LoadPeople form. After the data is imported to
the CTM:LoadPeople form, it can be validated and promoted to People forms.
LDAP provides a standard method for accessing information from a central directory. A common
use for LDAP is user authentication. After a user is set up in the LDAP directory, he or she can use
the same user name and password to log on to any application that supports the LDAP protocol.
LDAPS enables you to make LDAP traffic secure through the use of Secure Sockets Layer (SSL)
technology.
BMC provides an out-of-the-box LDAP (or LDAPS) import job template that includes the Load,
Validate, and Promote steps. You can configure the Load step using your LDAP or LDAPS server
configuration for data imports.
This section also provides information about:
To configure the load step (see page 1341)

Mapping LDAP attributes to People form fields (see page 1342)
To configure the load step

The Load step enables you to configure the following values, which are used by the Atrium
Integrator adapter for the transformation process:
1. From the Load Parameters panel in the Step (New) window, select the LDAP_People Atrium
Integrator job.
2. For each of the following variables that are displayed in the Variables table, you must enter
the required values in the field that follows the table:
Variables with required values
Variable Value
LDAP_Host Host name of the valid active directory LDAP or LDAPS server
LDAP_Port Port number for the LDAP or LDAPS server connection. The default is 389.
Bind_UserName The user name that is used to connect to the LDAP or LDAPS server. Ensure that the specified user
has the required permissions to search the Active Directory classes and attributes required for this
connection.
Example: DomainName\UserName
Bind_Password Password for the specified Active Directory user

Variable Value
Search_base Starting point for the LDAP or LDAPS search in the directory structure
Search_FilterStr Unicode string that defines the search criteria
Note: This value is only required if the value of the Custom_Filter variable is set to Y.
Mapping LDAP attributes to People form fields

LDAP attributes are mapped to People form fields in the AROutput step of an LDAP_Peopel Atrium
Integrator job. The AROutput step allows data to be inserted into a BMC Remedy AR System form.
Click here for more information about the AROutput step.
BMC supplies the following default mapping of LDAP attributes to People form fields:
Mapping of LDAP attributes to People form fields
LDAP attribute People form field
given name First Name
sn Last Name
sAMAccountName Remedy Login ID
company Company
mail Corporate E-mail
l (Note: this attribute is a lower case L) Site
mobile Local Mobile
facsimilieTelephoneNumber Local Business Fax
telephoneNumber Local Business
ManagerLogin ManagerLoginID
If you want to map your own LDAP attributes, you must modify your Atrium Integrator job using the
Atrium Integrator Spoon client. Click here (see page 1341)for information about modifying Atrium
Integrator jobs using the Atrium Spoon client.
Validate step
When you decide to run a dataload job, the data load is automatically validated. The validation of
data occurs before the data is promoted.
Each Validate step represents the validation of data for one staging form.
Notes

Validating foundation fields for transactional records against staging data will only be
possible when both are contained within the same job and are for the same company. If
separate jobs are created for foundation and related transactional data, then the
foundation data must be promoted first, and validations must occur against the target
ITSM forms.
For the validation step to run, escalations on the AR System server must be enabled. If
escalations are disabled, for example, to run the Data Wizard (as described in
Prerequisites to updating target values using the data wizard (see page 1365)), ensure you
enable them before performing this procedure.
Alias replacement during validation (see page 1343)

Case insensitivity correction during validation (see page 1345)
To validate a data load
2. On the Job Console, select the required job in the jobs table and click Run. The validation
runs for the job.
All errors are captured in the Error Management console. For more information about using the
Error Management console, see Managing data errors (see page 1357).
Related topics
Troubleshooting validation (see page 1943)
Alias replacement during validation

During validation, the alias replacement function for data loads replaces alias values on staging
forms with the actual values based on defined alias mappings. It can assist in reducing the number
of errors generated during the dataload validate step.
Notes
Alias replacement is not performed on records in the following parent staging forms:
Company
Site
People Organization
Support Group
Alias replacement is not supported when importing BMC Service Request
Management data.

If there is more than one field with the same alias type on a staging form, the alias
replacement function only replaces values on the primary field with the same field ID as
the parent form of this alias type.
If you select Replace Case/Alias, the dataload job runs slower, because it must perform
more lookups.
The alias replacement function replaces the alias on staging forms with the actual value from DMT:
AliasMapping form for a defined data type field existing in DMT:SYS:CleanseFields during the
validation process.
Alias replacement for an alias only occurs when the current record for this field does not exist in
either the system or the parent staging form, but it exists on the DMT:AliasMapping form.
The following data type fields on the staging forms are supported:
Company name
Site name
Organization
Support group name
Department
Support organization
Example
The current system contains a company record with the name ABC Company.
The alias mapping form contains an alias ABC for the company ABC Company.
1. You run the data load which triggers the validation process.
2. The case insensitivity function checks if ABC exists on either the Company form,
Load Company staging form, or alias mapping form, and does not perform case
conversion if ABC is found.
3.
3. In this case, the record is not found in either the Company form or the Load
Company staging form, but it is found in the alias mapping form.
Validation then runs on the converted value ABC Company, and passes without
error.
4. The alias replacement functions runs, and ABC on staging form is converted to
ABC Company.
5. The validation process then runs on the converted value ABC Company, and
completes successfully.
Case insensitivity correction during validation

The validate step automatically converts the letter case of values on staging forms for the
supported data type fields so that the case is the same as the case used for the values on the
parent form. This correction function helps to reduce the number of errors generated during the
dataload validate step.
Note
Case insensitivity correction does not occur for records in the following parent staging
forms:
Company
Site
People Organization
Support Group
If there is more than one field with the same alias type on a staging form, the case
insensitivity correction function only replaces values on the primary field with the same
field ID as the parent form of this alias type.
The validate step runs automatically when you choose to run a dataload.
Case conversion of a value occurs when:
The parent record of a data type field exists in the system or the parent staging form, and
the case of parent record name is different from the value on the current staging form
The value is an alias, it exists in the alias mapping form, and the case of the alias is different
from the value on the current staging form
Case conversion of a value does not occur if there is a record with the same case and value on the
parent form (in the system or staging form) of the same data type.
Case conversion changes the value on the current staging form to match the parent record or alias.

The following data type fields are supported:
Company
Site
Department
Organization
Support group
Support organization
The out-of-the-box DMT:SYS:CleanseFields form is used as the control form for achieving the case
insensitivity function. The form includes records which provide the following information:
Category
Form name
Field ID
Field name
Data type
Parent target form
Parent staging form name
Note
You cannot modify or create records on the DMT:SYS:CleanseFields form unless

you have customized the staging forms.
Example
The current system contains a company record with the name ABC Company.
1. You create a record on the Load People staging form with the Company field
being abc company. You run a dataload which triggers the validation process.
2. The case insensitivity function checks if abc company (with the exact case)
exists on either the Company form, Load Company staging form, or alias
mapping form, and does not perform case conversion if abc company is found.
3. In this case the record is not found, so it coverts abc company on the staging
form to ABC Company to match the record on the company form. Case
conversion only occurs if all the letters match but the case is different.
4. Validation then runs on the converted value ABC Company, and the validation is
completed successfully.

Promote step
The Promote step either automatically or manually pushes all staging form records that are valid to
their respective target forms within the BMC Remedy ITSM applications, based on the option
selected for each Promote step within the job.
License check (see page 1348)

Propagation (see page 1349)
Normalization and reconciliation: recommended procedure for ITSM CI data Loaded through
Each Promote step represents a data promotion for one staging form.
You can also choose automatic or manual promotion when you configure your application
preferences for all jobs. For more information, see Configuring Data Management application
preferences (see page 1235).
Data must be validated without error before it can be promoted.
All errors are captured in the Error Management console. For more information about using the
Error Management console, see Managing data errors (see page 1357).
If you selected the Create Only mode for the Validate step, the related Promote step only creates
new records in the target forms. If you did not select the Create Only mode, the new records are
created in the target forms and the existing records are updated.
Note
BMC Knowledge Management follows the rules described below when articles with
multiple versions are promoted:
If an article has multiple versions, and the newest version is in a Draft state, the
article with a version that is one less than the newest version will be promoted with
a Published state. All the articles with a version less than that will be promoted with
a Closed state.
If the newest version for an article is in the Published state, all the articles with a
version less than the newest version will be promoted with a Closed state.


After completing the promote step, you must normalize and reconcile the BMC Remedy ITSM
Configuration Item (CI) data. For details, see Normalization and reconciliation: recommended
procedure for ITSM CI data Loaded through Data Management (see page 1351).
License check
Validation for available licenses occurs at the beginning of the LoadPeople Promote step.
Validation is necessary because multiple users can promote people records at the same time, and
could pass validation if enough write licenses are available. However, they could then fail validation
if they are the second user to promote records.
If the license check fails, a LICENSE CHECK message appears in the System Messages column in
the Job window and the wait flag is set for the job. The error text is set for the Promote step with
the available and required license counts at run time.
Note
The license check assumes that all people are new people during the check.
To retrieve the details for the LICENSE CHECK system message:
1. From the Job window, double-click on the Promote step to open the Step Details window.
2. Click the expand button next to the System Messages field.
The System Messages dialog box displays the message details, which includes the following
information
License Available: the number of licenses you currently have available.

Licenses Required: the number of licenses you intend to activate with the job.
Note
If the license check determines that even one of the applications does not have enough
licenses, the message contains details for all of the applications, as shown in the
following example.
Example messages with meanings
Configuration/Asset Management - Licenses Available: -2 Licenses Required: 2

According to this message, BMC Asset Management requires 4 licenses. The message shows that
the current implementation of Asset Management is short by 2 licenses ("Licenses Available: -2")
and that you will need to add two more licenses for the planned activation, ("Licenses Required:
2"). Because you are short by 2 licenses and need to acquire 2 more licenses, you need 4
licenses.
Change Management - Licenses Available: 1 Licenses Required: 3
According to this message, BMC Change Management requires 2 licenses. The message shows
that the current implementation of Change Management has one spare license ("Licenses
Available: 1) and the planned implementation needs 3 licenses ("Licenses Required: 3"). Because
you already have a spare license with the current implementation, to fulfill the planned
implementation you only need to acquire 2 more licenses.
Incident Mgmt/Service Desk - Licenses Available: -17 Licenses

Required: 1
According to this message, BMC Service Desk: Incident Management needs 18 licenses.
Problem Management - Licenses Available: 2 Licenses Required: 2
According to this message, BMC Service Desk: Problem Management has sufficient licenses.
Service Level Management - Licenses Available: 18 Licenses

Required: 1
According to this message, Service Level Management has sufficient licenses.
AR User - Licenses Available: 22 Licenses Required: 19 (ARERR 48937)
According to this message, BMC Remedy Action Request System has sufficient licenses.
After you address the license issue (for example, added more licenses), return to the Job window
and click Continue to run the job.
Related topics
Obtaining BMC Remedy license keys in BMC Remedy ITSM Deployment documentation.
Adding FTS licenses.
Activating application licenses in BMC Remedy ITSM Deployment documentation.
Propagation
Propagation of the data for your dataload jobs occurs automatically after the promotion of data and
when the dataload tool determines that there is data that requires propagation. Data Management
uses the data wizard to propagate data.
You can also use the data wizard to manually propagate data changes.

The following data elements are checked during the Validation step and if identified are
automatically flagged for propagation.
Person Name
Login ID
Site Information
The following table describes propagation behaviors that relate to the CTM:People form:
Propagation behaviors
Staging record condition CTM:People form condition Resulting behavior
A staging record has a BMC Remedy logon ID, and A people record with the same The staging record is considered a
a blank alternate ID, and the Create Only flag is set. logon ID already exists. duplicate record, an error is
generated, and the data is not loaded.
A staging record has a BMC Remedy logon ID, and A people record with the same The people record is updated.
a blank alternate ID, and the Create Only flag is logon ID already exists.
blank.
an alternate ID that is different than the logon ID, logon ID already exists.
and the Create Only flag is blank.
A staging record has a BMC Remedy logon ID, and A people record with the same A people record is created.
an alternate ID that is different than the logon ID, logon ID does not exist.
and the Create Only flag is blank.
A staging record has a BMC Remedy logon ID, and A people record with either the The staging record is considered a
an alternate ID, and the Create Only flag is set. same logon ID or the same duplicate record, an error is
alternate ID already exists. generated, and the data is not loaded.
an alternate ID that is the same as the logon ID, and ID combination as the staging
the Create only flag is blank. form already exists.
A staging record has a BMC Remedy logon ID, and A people record with the same A people record is created.
an alternate ID that is the same as the logon ID, and ID combination as the staging
the Create only flag is blank. form does not exist.
A staging record has a blank BMC Remedy logon A people record with the same The staging record is considered a
ID, and an alternate ID, and the Create Only flag is alternate ID already exists. duplicate record, an error is
set. generated, and the data is not loaded.
A staging record has a blank Remedy logon ID, and A people record with the same The people record is updated.
an alternate ID, and the Create Only field is blank. alternate ID does not exist.
A staging record has a blank Remedy logon ID, and A people record with the same A people record is created.
an alternate ID, and the Create Only field is alternate ID does not exist.
populated.

Normalization and reconciliation: recommended procedure for ITSM CI data Loaded through
Data Management
From the Data Management > Job Console, when you create a job using the BMC templates for
CI-CMDB and Asset data existing in the Transactional_CI.xlsm, Transactional_Asset.xlsm, and
Transactional_CI_Express.xlsm spreadsheets, you need to run reconciliation process manually or
schedule the reconciliation process after completing the load, validate, and promote steps
successfully.
Reconciliation process enables you to compare data from different data sources and to create
one complete and correct production dataset. Before reconciling the BMC Remedy ITSM CI and
Asset data loaded through Data Management, you may choose to normalize data to make
sure that product names and categorization are consistent across different datasets and from
different data providers. Normalizing data is optional.
The Transactional_CI.xlsm, Transactional_Asset.xlsm, and Transactional_CI_Express.xlsm

spreadsheets are located at Data Management > Spreadsheet Management > Spreadsheet Type
> BMC Template.
Normalizing and r econciling the BMC Remedy ITSM CI and Asset data
BMC recommends that you normalize data before reconciliation. For details, see Normalizing data
.

You must reconcile the data loaded through the below spreadsheets:
Transactional_CI.xlsm
Transactional_Asset.xlsm
Transactional_CI_Express.xlsm
To run the reconciliation process, execute the steps listed below:
1. Choose Atrium Core > Atrium Core Console > Application Launcher > Advanced >
Reconciliation.
2. From the jobs list, select BMC Asset Management CI DATA LOAD as the Data
Management CI jobs push the data into BMC Atrium CMDB with the dataset ITSM.CI.DATA
after completing the jobs.
3. Click to run the BMC Asset Management CI DATA LOAD job.
To schedule a reconciliation job, see Creating a reconciliation job schedule.

Related topics
Best Practices for handling Normalization
Best Practices for handling Reconciliation
Scheduling jobs
You can schedule a job for future execution.
DMT Users and DMT Admins can create and manage job schedules. DMT Users can only modify
or delete job schedules that they have created. DMT Admins can modify or delete job schedules
created by other users.
Before you begin

Only jobs that have a status of Built can be scheduled.
To create a job schedule
2. Double-click the required job in the Job table or select the required job and click View to
display the job's details in the Job window.
3. Click on the Manage Schedule icon next to the Scheduled field or select Yes in the
Scheduled field.
The Manage Job Schedule dialog box displays and the summary field displays that the job
has not yet been scheduled.
4. Select the frequency of the job run in the Schedule drop-down list; for example, select Once
to run the job only once.

If you select Daily, the run time that you enter in the next step must be later than
the current time on the server on which you are scheduling the job. If you enter a
run time that is earlier than the current time on the server, even if you are
scheduling the job to run on a later day, you receive the following error message:
ARERR 48544 - Scheduled Time cannot be NULL or less than Server Time for
Schedule Type Daily.
For example, if the current date and time are November 4 and 2:30 P.M. and you
need to schedule a daily job to run for the first time on November 6 at 1:30 P.M.
you must wait until tomorrow, November 5, and then schedule the job before 1:30
P.M. This example assumes that your office is physically located in the same time
zone as the server on which you are scheduling the job. If the server is located in a
different time zone, you must account for the time-zone difference when
scheduling the job. Consider a scenario using the same dates and times as in the
previous example, but with your office in the U.S. Pacific Time zone and the server
in the U.S. Central Time zone. In this scenario, you must schedule the job before
11:30 A.M. to compensate for the time-zone difference between your office and the
physical location of the server.
5. Enter the required run option values.

6. Click Save and click Yes to confirm the creation of the schedule.
The summary field for the schedule changes to display the run option values you have
selected.
After you schedule a job, you can unschedule it in the Manage Job Schedule dialog box by
selecting No in the Schedule drop-down list and saving your selection. You can also edit the
schedule in the Manage Job Schedule dialog box prior to running the job.
Tips
The next start date for a scheduled job displays in the Jobs table on the Job
Console.
Recurring jobs that run based on one schedule can be identified in the Jobs table
on the Job Console by their duplicated job names.
You can also view the schedule details for a job in the Manage Job Schedule dialog box:
If the job has already run, you can see when the job ran.
If the job is still scheduled to run once in the future, you can see when it will run.
If the job is a recurring job, you can see when the job will run in the future and when it ran
last.

Running and monitoring jobs

This section describes how to run and monitor your jobs:
Running a job (see page 1354)

Viewing the audit log (see page 1356)
Running a job
This procedure describes how to run a dataload job or multiple jobs simultaneously.
Recommendation
Run your jobs when your systems are unavailable for general use (for example, during a
scheduled change window).
Before you begin

A job must have a status of Built before you can run it.
To run a job
1. From the Applications list on the IT Home Page, select Data Management > Job Console.
The Job Console opens.
2. Double-click on the job that you want to run in the Jobs table. The Job window opens.
3. Click Run.
The steps for the jobs are initially assigned a status of Queued in the Steps table and, as
they run and data is imported into the specified staging forms, the status changes to
Completed.
Note
A notification is automatically sent to the job owner when:

A scheduled job has started
A step has a Wait status
A step has an error
A job is completed
Tip
If the job runs without errors, the Job Result drop-down list in the Job window
displays Successful. If there are errors, the Job Result drop-down list displays
Errors Detected. These results are also displayed in the Jobs table in the Job
Console.

The Job window also displays the number of steps that have completed out of the
total numbers of Load, Validate, and Promote steps in the Completion status field,
as shown below.
If errors do occur during the data load, you can view or save these errors by selecting the
Load step and clicking View/Save Compressed Error File in the Step window.
After you have run the jobs initially, you can choose to re-run a selected job from the Job window
as follows:
To run the same job again after correcting any errors in the Error Management console (see
page 1357) and to revalidate and promote the fixed records, click Re-Run from Validate. This
process does not run the Load step again.
Note:
CI loads do not support Re-run from Validate.
To make a copy of the job, click Create as New Job. This action creates an exact copy with
a new job ID and enables you to run the Load step again to load new data and also run the
Validate and Promote steps. You can then click Run to run it again as a new job.
Tip
To remove the wait flag from a step and enable it to run automatically, you
can choose from the following procedures:
Go to the Job window, select the step, and click Remove Wait
Go to the Job window, and click Continue to remove wait flags from
all of the highlighted steps
Double-click on the step and from the Step window click Continue
Step
To view the staging form data after the job has run the Load step (and
without having to go to the Error Management console), click View Data in
the Step window for your Validate or Promote step.

For information about the sequence in which steps run, see Step run sequence (see page 1356).
Step run sequence

This section describes the sequence in which steps run.
When a job runs, it takes a copy of the step run sequence created by the Application Administrator
in the staging form dependency table and removes any of the sequence elements for which it does
not have a matching step. For example, if a job containing only foundation steps runs then the job
will keep only the foundation elements from the sequence.
When the Load step occurs, all data is loaded simultaneously.
The Validate and Promote steps for parent staging forms must be completed before child staging
forms can be triggered. The child staging forms verify whether the steps for all parent staging forms
are completed. If they are then the steps proceed for the child staging forms. If the steps for all
parent staging forms are not complete, the child staging forms wait until they are completed. This
process repeats itself until the steps for all of the child staging forms are completed.
When each step runs, the status for each step changes to Completed. This status is visible in the
Jobs table in the Job Console.
The Promote step and Validate step can occur simultaneously (as long as the staging forms are
not parent and child).
In the following example, by the time the Validate step is completed for the People template
staging form, the Promote step might have already completed for the Region staging form.
Example
The following shows a hierarchy of staging forms:
Company
Region
Site Group
Site Company Association
People Template
People
Viewing the audit log

The following procedure describes how to view the audit log for a job.
DMT users can view audit log records for their jobs that provide information about when (date and
time) the following events have occurred:

A job was created.

The job engine resequenced the order of steps.
A job ran and completed.
A user clicked Continue.
Job notifications were sent for a job.
The Wait state was enabled or removed for a step.
A step caused an error.
Notifications were sent for a step.
A job schedule was created, modified, or deleted.
For Error Management, changes were made using Field Maintenance functionality.
For Error Management, tree data records were abandoned at the time of automated cleanup
(based on application preferences).
For staging forms, staging records were abandoned at the time of automated cleanup
(based on application preferences).
To view the audit log
1. In the Job Console, double-click the job for which you want to view the audit log.
2. In the navigation pane of the Job window, select Links > View Audit Log. The Job Audit Log
window is displayed.
3. Select the Notification Audits tab to view the audit log records.
4. If you are a DMT Admin, you can select the Execution Audit tab to view the sequence of
steps for your job (when jobs started and ended).
Managing data errors

The Error Management console provides a unified location for error handling.
To fix errors (see page 1358)

To delete errors (see page 1359)
You must use the Error Management console to correct records that are validated or promoted with
errors. Only unvalidated records and records that are validated or promoted without errors can be
modified elsewhere.
Note
Error Management is not supported by BMC Service Request Management.

For BMC Asset Management, you can only view errors in the Error Management console.
Staging forms are not built for CI loads which means that errors will need to be corrected
in the source files before the jobs can be re-run.
To fix errors
1. In the Job Console select Other Functions > Error Management.

2. On the Error Management console in the Errors pane, expand an error down to the staging
form layer.
Note
A DMT Admin will see all of the jobs for their company or companies in the Errors
pane.
When the staging form is highlighted, the error details panel lists the errors that match the
staging form and error code.
When a row in the error details panel is selected, the replacement fields are populated with
the data specific to that error/staging form combination. If more than one row is selected, the
replacement fields will be populated with the data from the first selection.
Error Management example
3. Enter the correct information to fix the error:

4. If you want to add or delete fields when correcting a staging form, click Field Maintenance. A
screen opens with Available Fields, and Selected Fields panels.
5. Add fields from the Available fields to the Selected Fields, or remove fields from the
Selected Fields panel by using the arrow buttons.

5.
Note
The maximum fields that can be shown in the replacement fields panel is six. If you
select more than six fields, you must double-click the affected row in the results list
table, and edit the actual staging form record.
6. Click OK. The fields you selected now appear in the replacement fields panel.
7. Click Update Staging.
8. When prompted for confirmation, click Yes. The system updates the staging form with the
corrections you made.
Note
If you want to change the value for a replacement field to a blank value, you must
click Null. This will cause the field to be cleared on all the selected staging form
records.
9. Click Refresh. The Errors pane and the results list table are refreshed, and the updated
staging form records are no longer visible.
To delete errors
1. Select the staging form records in the results list table.

2. Click Delete Staging.
3. When prompted for confirmation, click Yes.

When the records have been either updated or deleted for your job, go to the Job window for your
job and click Re-Run from Validate to verify that your changes have fixed the errors and have not
generated new errors. A Re-Run from Validate can occur as many times as required to cleanse all
validation errors.
Note
CI loads do not support Re-Run from Validate. Re-Run from Validate is not supported for
CIs because the process to distribute CI data to BMC Atrium core forms does not involve
uploading data using staging forms.

Related topic
Troubleshooting Data Management (see page 1941)
Using the data wizard to modify data

You can use the data wizard to modify foundation data throughout all applicable BMC Remedy
ITSM forms and in configuration item (CI) records in BMC Atrium CMDB.
Note
Only users with BMC Remedy AR System Administrator permissions can use the data
wizard. These Administrator privileges require the account to have a Fixed license in
order to be honored.
This section contains the following data wizard information:
Overview of the data wizard (see page 1360)

Counting records that use the target value in specified fields (see page 1362)
Prerequisites to updating target values using the data wizard (see page 1365)
Updating target values using the data wizard (see page 1366)
Post-update requirements after updating target values (see page 1371)
Modifying foundation data in related applications (see page 1372)
Using BMC Remedy Mid Tier to update the conditions and qualification forms (see page 1374)
Merging company or support group data (see page 1374)
Overview of the data wizard

Some data, such as company name and site name, cannot be modified on the foundation
configuration forms, because this data is used in records throughout the BMC Remedy ITSM Suite
of applications and in BMC Atrium CMDB. For example, the site name is created on the SIT:Site
form, but it can also be used on records on the CTM:People form, HPD:Help Desk form, and on
CIs in BMC Atrium CMDB.
You can use the data wizard to:
Modify the data such as company name and site name, as the data wizard modifies the data
in all applicable BMC Remedy ITSM forms and, where appropriate, in CI records in BMC
Atrium CMDB.
M erge data such as foundation, process setup, and transactional between companies,
support groups within a company, support groups across companies. Merging is useful in
case of organizational restructuring or acquisitions. For details, see Merging company or
support group data (see page 1374) .

Note
Only one data wizard process can run at a time. A dataload job can start a data wizard
process if it is required. You can go DMT:SYS:DataWizardQueue to see if any dataload
processes are running the data wizard. If there is more than one dataload process in the
queue, these processes will have to finish before you can start a new data wizard
process.
The following table indicates where the data wizard modifies data.
Which records are affected by the data wizard
Application Records modified by the data wizard
BMC Atrium CMDB CI records in the BMC Asset dataset only.
Note: Other datasets in BMC Atrium CMDB, such as the sandbox dataset of the BMC Topology
Discovery dataset are not supported.
BMC Asset All forms, except where noted in Exclusions from Data Management (see page 1221).
Management
BMC Change
Management
BMC Service Desk
BMC Service Request For version 8.1.01 and later. Version 8.1.01 adds support for all forms, except where noted in
Management Exclusions from Data Management (see page 1221).
BMC Knowledge
Management
Note
You can use the data wizard to modify or count only data that has a status of Enabled.
If you have records that are not modified by the data wizard, you must modify them in the relevant
application. For more information about modifying data from other applications, see Modifying
foundation data in related applications (see page 1372) .
You can use the data wizard to modify:
Company Name
Person Name
Login ID
Generic Categorization

Product Model / Version

Site Name
Site Information
Support Group
The data wizard updates the specified target value in the appropriate foundation configuration form
and changes the specified target value in other BMC Remedy ITSM application forms and, where
applicable, on CI forms in BMC Atrium CMDB. For example, if you change a product categorization
value, this value is changed in the product catalog, on BMC Remedy ITSM application forms that
include product categorization, and for all applicable CIs.
The data wizard updates historical records, such as closed incident and problem records. It does
not, however, update audits on the form.
When you update records with the data wizard, the Last Modified By and Last Modified Date fields
are set for auditing purposes. For more information about how the Login ID is updated, see Data
wizard limitations (see page 1369).
Counting records that use the target value in specified fields

Before you modify data, you can use the data wizard to count records that use the target value. For
example, if you plan to change a site name from Canada to Canadian HQ, the data wizard can tell
you:
All forms that reference the Site Name field

How many records on each form contain the target value ("Canada" in the example)
You can use this information for planning the change.
To count records that use the target value in specified fields
1. Access the data wizard.

a. Log on to the BMC Remedy AR System server as an administrator.
b. From the Applications list on the IT Home page, select Data Management > Data
Wizard. The Data Wizard Console is displayed as shown in the following figure.
Data Wizard Console

2. Select the Count target values action.

3. Select the data that you are counting. You can select any of the following types of data:
Company Name
Person Name
Login ID
Generic Categorization
Product Model / Version
Site Name
Site Information
Support Group
1. When you select the type of data, a window appears, prompting you for the target value.
Enter or select the target value.
For some types of data, you might specify values for multiple fields. For example, for
Product Categorization, you can specify multiple tiers of categorization.
For some types of data, you can specify search criteria to locate the appropriate original
value. For example, for Person Name, you can specify the Company Name.
Example of the Data Wizard Console ready to count records for a person name

2. Click Go. You are prompted to confirm whether to proceed.

When you proceed, the Data Wizard Status window appears, listing forms to be counted. As
the count proceeds, the status changes from Pending to Complete.
If you close the Data Wizard Status window, you can open it by clicking View Status. When
the count is complete, however, you cannot open this window.
For information about viewing the audit log, see Viewing the audit log for count records (see page
1364).
Viewing the audit log for count records

The audit log displays all the forms that were checked for records to update.
1. Click View Audit Log.

2. Select the appropriate Count record.
You can also see the results of previous counts.
The Data Administration Action Results tab displays the results of the count in a table. The
table lists all forms that reference the data administration type, and the number of records
for each form that include the target value.

Prerequisites to updating target values using the data wizard

To maintain data integrity you must perform certain prerequisite actions before you use the data
wizard to update target values. This section describes details of these actions.
Warning
You must perform all actions that apply to your environment. Failure to do so can
compromise data integrity.
To prevent loss of data or to aid in reverting your data back to its original state before
using the data wizard, you should back up your database before beginning.
Note
Data wizard updates should be run at times when the systems are unavailable for general
use, such as a scheduled change window.
Prerequisite actions to maintain data integrity
Area Actions to perform
Escalations Disable escalations by performing the following steps:
1. Open the AR System Administration Console.

2. Select System > General > Server Information.
3. Select Disable escalations.
4. Click OK.
Note: For the server group environment, if the Disable escalations option is not available, use BMC Remedy
Developer Studio to manually disable escalation objects on the primary server.
Reconciliation Ensure that reconciliation does not run by performing the following steps:
Engine
1. Open the BMC Atrium CMDB Console.
2. Click the Reconciliation Manager tab.
3. In the Job History area, look for active jobs.
If a reconciliation job is currently running, you must wait for it to complete before you run the data wizard.
4. If no jobs are active, inactivate currently scheduled jobs.
5. Check again for active jobs, to make sure that none were started.
Discovery If you have discovery products that populate BMC Atrium CMDB, such as BMC Topology Discovery or BMC
products Configuration Discovery, you must perform the following steps:
1. Stop the discovery products from populating BMC Atrium CMDB.

2. Update the company or other foundation data being changed in the discovery products as applicable.

Notes:
The data wizard updates the discovery data sets in BMC Atrium CMDB.
If you are updating product categorization, see the example in Coordinating the update of product
categorization with BMC discovery products (see page 1366).
Distributed DSO keeps databases synchronized between two separate BMC Remedy AR System servers. Updates
Server Option performed by the data wizard do not trigger DSO. Also, you must not allow DSO events to update the database
(DSO) while the data wizard is performing an update.
If you are using DSO, you must perform the following steps:
1. Turn off DSO on both servers.

2. Run the same data wizard updates on both servers.
If you do not run exactly the same updates on both servers, the databases are no longer be synchronized,
which results in failed DSO events.
3. Turn DSO back on.
Coordinating the update of product categorization with BMC discovery products

This topic provides an example of coordinating updates to product categorization with BMC
discovery products.
You can perform this procedure if you have upgraded from BMC Topology Discovery version 1.4 to
version 1.5 and want to change from default categorization to best practice categorization. You can
modify this procedure for other updates to product categorization or for BMC Foundation Discovery
or BMC Configuration Discovery.
To coordinate the update of product categorization with BMC discovery products
1. Stop the discovery server.

2. Modify the categorization XML file.
If you are changing from default categorization to best practice categorization on BMC
Topology Discovery, perform the following steps.
a. Browse to TDHome\public_html\visualis\filter\normalization\default, where TDHome is
the location where the BMC Topology Discovery server is installed.
b. Rename defaultcategorizationrules.xml to defaultcategorizationrules.xml.old.
c. Rename bestpraticescategorizationrules.xml to defaultcategorizationrules.xml.
3. Use the data wizard to update the product categorization in the product catalog, in CIs
stored in BMC Atrium CMDB, and in BMC Remedy ITSM records, as described in Updating
target values using the data wizard (see page 1366).
4. Restart the discovery server.
Updating target values using the data wizard

This topic describes how to update target values with the data wizard.

To update target values
1. Access the data wizard. From the Application menu, select Data Managment > Data Wizard
.
2. Select the Update target values action.
3. Select the data that you are modifying.
When you select the type of data, a window appears, prompting you for the target value and
the new value.
4. Enter or select the target value.
For some types of data, you might specify values for multiple fields. For example, for
Product Categorization, you can specify multiple tiers of categorization.
For some types of data, you can specify search criteria to locate the appropriate target
value. For example, for Site Name, you can specify the Company and, optionally, Region or
Site Group.
To select a person, you must press ENTER in the first name or last name field.
The search criteria are mandatory for Generic Categorization, Product Model/Version, Site
Information, and Support Group, because they are required to select the correct records to
update. For example, the same support group name might be used for both My Company
and Calbro, but you are changing the support group for My Company.
5. Specify the new value.
You can click Copy to copy the target value and then make the appropriate changes, or you
can type the new value.
You must specify a new value for each target value. For example, if you are updating the
support group name but keeping the support organization, you would copy the support
organization and enter a new support group name.
Note
The new value cannot duplicate a value that is already in the system.
Tip
To copy all fields at the same time, click Copy All.
The following figure shows the Data Wizard Console fields populated to update a support
group.
Example of the Data Wizard Console ready to update a support group

6. Click Go.
You are prompted to confirm whether to proceed.
When you proceed, the Data Wizard Status window appears, listing forms to be updated. As
the update is processed, the status changes from Pending to Complete.
If you close the Data Wizard Status window, you can open it by clicking View Status. When
the update is complete, however, this window cannot be reopened.
Note
After you complete the updates, you must follow the instructions in Post-update
requirements after updating target values (see page 1371).
For information about viewing the audit log, see Viewing the audit log for updated records (see
page 1369). For information about the data wizard limitations when updating records, see Data
wizard limitations (see page 1369).

Viewing the audit log for updated records

The audit log displays all the forms that were checked for records to update. The listed forms
include the field being updated, although some forms might not include records that contain the
target value.
1. Click View Audit Log.

2. Select the appropriate Update record.
The Data Administration Action Results tab displays the results of the update in a table. The
table lists all forms that reference the data administration type.
For some forms, the table also lists the number of records that were updated. This
information is listed for all of the forms. This information is also included for the following
forms and the main child forms: Helpdesk (incident), Helpdesk Assignment Log, Impacted
Areas, Change, CIs, Problem, Known Error, and Solution.
Data wizard limitations

The data wizard updates records only if the status of the parent record is set to Enabled. For
example, you cannot update a company if the company is set to Offline on the Company form.
Oracle database limitation (see page 1369)

Limitations of auditing (see page 1370)
Updating Login ID (see page 1370)
Updating categorization (see page 1370)
The data wizard does not update the following areas:
Any character fields that contain the target value concatenated with other text. For example,
if you are updating the Company Name from "My Company" to "Calbro," instances of "My
Company" in Work Info fields and Summary fields would not be updated. Only instances of
"My Company" in the Company Namefield would be updated.
Qualifications on the Report Console or notification messages.
Additionally, you cannot use the data wizard to change your own Login ID.
Oracle database limitation

When the data wizard is used for an Oracle database, it cannot update data that has leading or
trailing spaces.

Limitations of auditing
The audit log file is not updated when you run the data wizard. The only information available on a
form to track what changes the data wizard has made is the name captured in the Last Modified By
field and the date captured in the Last Modified Date field of a form. However, if a form is further
updated after it has been modified by the data wizard, the record of who ran the data wizard on the
particular form is lost.
Updating Login ID
The Submitter field on BMC Remedy ITSM application forms and on CI forms is populated with the
applicable Login ID value. When you change a Login ID, the Submitter field is updated on all
applicable BMC Remedy ITSM application forms.
If the Last Modified By field is the target value, the data wizard does not set the field to the new
value. When the data wizard makes updates, it sets the Last Modified By field to the Login ID of
the person making the update.
Updating categorization
The product catalog, operational catalog, and generic catalog include multiple levels of
categorization. Catalog entries can be defined to multiple levels of categorization.
The following table defines the levels of categorization.
Examples of product catalog entries
Categorization level Example 1 Example 2 Example 3
Tier 1 Hardware Hardware Hardware
Tier 2 Machine Machine Machine
Tier 3 Server Server
Manufacturer Hewlett Packard
Product Name Proliant
The following three scenarios illustrate how the levels of categorization that are present in your
catalog and the levels of categorization that you specify in the data wizard affect which
categorization records are updated:
Scenario 1 — All three examples are present in your product catalog, and you want to
change "Machine" to "Processing Unit." You could specify only the first two tiers to be
updated. The remaining categorization levels are updated throughout the catalog.
Scenario 2 — All three examples are present in your product catalog, and you specify three
tiers to be updated (for example, you change Hardware - Machine - Server to Hardware -
Processing Unit - Server). Example 1 and Example 2 are both updated, but Example 3 is not
updated.

Scenario 3 — Example 3 is not part of the product catalog, and you specify three tiers to be
updated. Any forms outside the product catalog with only two tiers specified (for example, an
incident with product categorization of Hardware - Machine) are updated, however, to keep
categorization consistent. These additional forms that are updated are not included in the
count. As a result, if you compare the audit for the count and the update, you might notice a
discrepancy.
Updates to the product catalog, operational catalog, and generic catalog work the same way.
The data wizard has a limitation on updating categorization. For example, the product catalog
could have two entries with the first entry containing the following tiers:
Tier 1 — Hardware
Tier 2 — Processing Unit
Tier 3 — Desktop
The second entry could contain the following tiers:
Tier 1 — Discovered
Tier 2 — Machine
Tier 3 — Server
If you specify in the data wizard to change Tier 1-Discovered to Tier 1-Hardware and to change
Tier 2-Machine to Tier 2-Processing Unit, the update is not allowed because Tier 1 and Tier 2
already exist as Tier 1-Hardware and Tier 2-Processing Unit. Instead, you would specify additional
tiers when you update categorization. In this example, you would also specify to change Tier 3-
Server to Tier 3 -Server. Although the value remains the same for Tier 3, because the values
change for Tier 1 and Tier 2, the updated product catalog entry is not the same as the original
product catalog entry.
Note
Before you run the data wizard, you must follow the instructions in Prerequisites to
updating target values using the data wizard (see page 1365).
Post-update requirements after updating target values

To maintain data integrity, you must perform certain actions after updating target values. This
section provides describes the actions required to be performed.
Warning
You must perform all actions that apply to your environment. Failure to do so can
compromise data integrity.

Actions to perform after updating target values
Area Actions to perform
Escalations Re-enable escalations by performing the following steps:

3. Clear Disable escalations.
4. Click OK.
Note: For the server group environment, if the escalation objects on the primary server are disabled manually
using BMC Remedy Developer Studio because the Disable escalations option is not available, use BMC
Remedy Developer Studio to manually re-enable the escalation objects on the primary server.
Reconciliation Reactivate the reconciliation jobs by performing the following steps:

Engine
1. Open the BMC Atrium CMDB Console.
2. Click the Reconciliation Manager tab.
3. In the Job History area, activate currently inactive jobs.
Discovery If you have discovery products that populate BMC Atrium CMDB, such as BMC Topology Discovery or BMC
products Configuration Discovery, you must perform the following steps:
1. Update the company or other foundation data being changed in the discovery products as applicable, if
you have not already done so.
2. Restart the discovery product that populates BMC Atrium CMDB.
Distributed Note: You must turn off DSO before running the data wizard, as described in Prerequisites to updating target
Server Option values using the data wizard (see page 1365).
(DSO)
1. Run the same data wizard updates on the other servers, if you have not already done so.
2. Turn DSO back on.
Modifying foundation data in related applications

The data wizard modifies foundation data in BMC Remedy ITSM forms and in configuration items
(CIs). If you use the data wizard to modify this data, you must change the same data on applicable
applications such as BMC Service Level Management, BMC Knowledge Management, and BMC
Service Request Management.
The following table displays the data that is modified by the data wizard.
Foundation data that is modified by the data wizard
Data administration Fields containing the value Required filters to find the correct value
type
Company Company None

type
Person name
First Name Company
Middle Name Person ID
Last Name Login ID
Full Name Note: Login ID is a required filter only if the person has a
Login ID.
Login ID None
Login ID
Submitter
Last Modified By
Any field that holds a login ID
value
Generic Category Type (required information)

categorization Generic Categorization Tier 1
Generic Categorization Tier 2
Generic Categorization Tier 3
Operational None
categorization Operational Categorization
Tier 1
Tier 2
Tier 3
Product None
categorization Product Categorization Tier 1
Product Categorization Tier 2
Product Name
Manufacturer
Product model and Product Model/Version

version Product Categorization Tier 1
Product Name
Manufacturer
Site Site None
Site information Site

Street
Country
State/Province
City
Zip/Postal Code
Time Zone
Support group Support Company

Support Organization

type
Support Group Name
The data wizard does not update the BMC Service Level Management terms and conditions
qualification. You must access the following forms using the BMC Remedy Mid Tier in order to
manually update their fields. For instructions, see Using BMC Remedy Mid Tier to update the
conditions and qualification forms (see page 1374).
BMC Service Level Management conditions and qualification forms
Form name Form alias Field name Field ID
SLM:RuleCondition SLM Condition Template Condition 500068600
SLM:ServiceTarget Service Target TermsandConditions 300271400
HPD:HPDSLM:Qualbuilder Qualification Builder Qualification 300271400
CHG:CHGSLM:Qualbuilder Qualification Builder Qualification 300271400
AST:ASTSLM:Qualbuilder Qualification Builder Qualification 300271400
Using BMC Remedy Mid Tier to update the conditions and qualification forms
1. Open one of the forms by changing the URL path in your browser and replacing everything
after your server name in the URL with the form name.
2. Search for the records to modify.
Use the Advanced Search Bar to find records that meet the following criteria:
'Name*' LIKE "SLM00101_TC%"
3. Change the appropriate Terms and Conditions fields.
For the HPD:HPDSLM:Qualbuilder, CHG:CHGSLM:Qualbuilder, and AST:ASTSLM:
Qualbuilder forms, modify the Qualification (3002714000) field by changing the values of
individual fields, and then click Save.
For example, open a record in the HPD:HPDSLM:Qualbuilder form in modify mode and
change the value of the Product Categorization Tier 1 field by selecting a value from the
field list or by typing in the field. When you click Save, the Qualification (3002714000) field is
updated.
4. Click Save.
5. Repeat steps 1 through 4 for each of the five forms listed in the BMC Service Level
Management conditions and qualifications forms table in Modifying foundation data in
related applications (see page 1372).
Merging company or support group data
Overview of merging company or support group data (see page 1375)

Merging company or support group data (see page 1376)

Overview of merging company or support group data

Data merging involves moving data, including Foundation, process setup, and transactional data,
from one data structure to another . Merging is useful in organizational restructuring or
acquisitions.
The Merge target values action on the data wizard allows you to merge data between the following
entities:
Companies
Support groups within a company
Support groups across companies
Ideally, you should perform the merge process outside peak business hours to avoid
inconveniencing your users.
Notes
A user with BMC Remedy Action Request System (BMC Remedy AR System)
administrator permissions can merge data.
To enable merging of custom forms, the forms must contain the Assignee Group
(field ID 112) and Assignee Group Parent (field ID 60989) fields.
Merging data from one company or support group to another results in the following updates:
All transactional data and all associations that refer to the source company or support
group whose data is being merged are updated to reference the target company or support
group into which the data is being merged.
Any matching data is updated regardless of the status of the record. For example, if you are
merging Calbro Services with ABC Corp, all incident records of Calbro Services are
updated regardless of their status.

All resources (for example, sites, support groups, people, and roles) that apply to the source
company or support group are moved or merged into the target company or support group.
If the resources are already associated with the target company or support group, the
existing associations remain with the original company or support group and are changed to
offline status.
Example
If you are merging Calbro Services with ABC Corp, any data associated with Calbro
Services is moved or merged into ABC Corp. Some forms store associations for
multiple companies. If you have data for both Calbro Services and ABC Corp before
the merge, the status of the Calbro Services data changes to offline.
All configuration records related to the source company or support group (including the
company or support group record itself) are changed to offline status. No data is removed.
All records that contain row-level access permissions continue to have their permissions
updated to allow access to users within the target company. These updates include the
parent company, as well, if defined based on the target company.
When support groups from different companies are merged, all records that were updated
via the data wizard process continue to have their permissions updated to allow access from
the new support company.
Important
For a smooth merge process, prepare the data by ensuring that all the support groups in
both companies have a unique combination of support group name and support
organization.
Merging company or support group data
To merge data across companies (see page 1376)

To merge data across support groups within a company or across companies (see page 1377
)
To merge data across companies
1. From the Application menu, select Data Management > Data Wizard.
2. From the 1. Select the action you want to perform list, select Merge target values.
3. From the 2. Select the type of merge you want to perform list, select Company.
The Data Wizard Console appears.
4. In the Merge this company section, from the Company list, select the source company
whose data you want to merge.
5.
5. In the into this company section, from the Company list, select the target company to which
the source company data is to be merged.
6. At the bottom of the window, click Go to start the merge process.
The system prompts you to confirm that you want to proceed with the merge process during
peak hours.
7. Click the appropriate option.
The Data Wizard Status window displays the status of the merge process.
8. When the merge process is complete, if row-level updates are required because of an error,
click Application Maintenance Console at the bottom of the status window to monitor the
progress of the forms.
To merge data across support groups within a company or across companies
1. From the Application menu, select Data Management > Data Wizard.
2. From the 1. Select the action you want to perform list, select Merge target values.
3. From the 2. Select the type of merge you want to perform list, select Support Group.
The Data Wizard Console appears with the following fields:
4. From the Support Group section, select the Support Company on the left and right sides.
The company selected on the left side is the source company and company on the right side
is the target company.
5. From the Merge this group section, select the source Support Organization and Support
Group Name whose data is to be merged.
6. From the into this group list, select the target Support Organization and Support Group
Name into which the data is to be merged.
7. At the bottom of the window, click Go to start the merge process.
The system prompts you to confirm that you want to proceed with the merge process during
peak hours.
8. Click the appropriate option.
The Data Wizard Status window displays the status of the merge process.
9. When the merge process is complete, if row-level updates are required because of an error,
click Application Maintenance Console at the bottom of the status window to monitor the
progress of the forms.
Related topics
Using the data wizard to modify data (see page 1360)

Managing customizations
The Data Management tool is designed to load and to modify data in an out-of-the-box
implementation of the BMC Remedy ITSM product suite.
If various business drivers require you to customize your BMC Remedy ITSM environment, you
must ensure that the Data Management tool functions correctly in your customized environment by:
identifying the customizations

analyzing the impact of the customizations
ensuring the customizations work with the Data Management tool.
To help you make the Data Management tool work with your customizations, make sure that you
read and understand the topics in this section.
Note
A step by step example with screenshots on how to add a company field to spreadsheets
and transformation are explained in the Loading Foundation data for multiple companies
topic. The same steps can be used for adding your custom fields and creating a custom
job to make data load work for your custom fields.
Identifying customizations (see page 1378)

Analyzing your customizations for impact on dataload functionality (see page 1379)
Making data load work with your customizations (see page 1379)
Making the data wizard work with your customizations (see page 1388)
Modifying Data Management CI jobs to add customizations (see page 1408)
Foundation data onboarding for multiple companies with validation (see page 1418)
Identifying customizations
Use these tips to identify your customizations:
Documentation — If your customizations are documented, you can use this information to
create a list of the workflow, fields, and forms that have been added or changed within your
application.
Naming conventions — Application developers sometimes use a naming convention that
identifies customized workflow. The workflow is then placed within a namespace reserved
for this purpose. For example, if the HPD:HPD-GetPerson active link is modified, it could
have been copied to HPD:CUS-GetPerson, using CUS in the name to indicate that it is
customized workflow.

Analyzing your customizations for impact on dataload functionality

After you identify customizations, you must determine their impact on the dataload functionality.
The types of customizations to BMC Remedy ITSM that can impact the functionality of the Data
Management tool are as follows:
Custom fields with Required entry mode — Whether these fields are new or are modified on
existing BMC Remedy ITSM forms, they impact the data load. You must make sure that
these fields are populated with data. Otherwise, the data load fails.
Fields with Optional entry mode — If these fields have custom workflow to enforce data
entry when records are created or updated, they impact the data load. If required, duplicate
the custom workflow on the dataload staging forms to enforce the same constraints. To
determine the appropriate staging form, see Spreadsheets provided and target form
mapping. (see page 1247)
Custom workflow — In most cases, workflow customizations do not impact the Data
Management tool. When data is loaded by the tool, all BMC Remedy ITSM workflow on
forms targeted for the load are bypassed, with the exception of workflow firing from the tool
itself. This workflow bypass on target forms is performed by using filter workflow with goto
actions. These filters fire on execution order 0 based on keywords that are received from the
dataload staging forms.
Some custom workflow, however, does impact the dataload function. For example, the
workflow might be triggered on creation of the record on the form to create other child or
dependent records elsewhere.
New customized forms — In most cases, new forms do not impact the dataload function. If
dependencies are created between a new customized form and dataload target forms,
however, you must perform additional evaluation.
Making data load work with your customizations

This section contains some detailed steps on how to incorporate your customizations into the Data
Management tool.
Understanding the staging forms (see page 1379)

Adding custom fields to target forms (see page 1386)
Understanding the staging forms
Staging forms are the load forms where data is loaded and validated. Once the data is validated,
the data is pushed to the target forms.
This section describes how the workflow in the dataload staging forms is structured. Use this
information for customizations of the Data Management tool.
Note

Staging forms have Public-Hidden permission. All fields on staging forms have Public-
Write permission.
Staging form filters (see page 1380)

Staging form fields (see page 1381)
Dataload staging forms dependencies (see page 1382)
Staging form filters

You can customize the following types of filters. These types of filters run on modify and only on
records that have not been promoted:
Filters that run on validation — The filters that perform the validations are coded in the 200-
299 execution order range. For fields that must be set for use in validation, the filters with
those actions are coded in this range. Validation filters look at the keyword VALIDATE.
Filters that run on promote — The calculation filters that set the fields needed for promotion,
and the filters that perform the actual promotion (push to target forms) are coded in the 700-
798 execution order range. Promotion filters look at keyword LOAD.
Recommendation
You should never have filters that run on Submit or Merge as they have the potential to
cause issues during the Load step.
The following table lists the execution order and filter actions for the staging forms.
Note
Make customizations only in the 200-299 and the 700-798 execution order range.
Execution order and filter actions
Execution order Filter actions
0 Skip to execution order 1001
10 - 13 Related to error handling
200 - 299 Validation
300 Set data load status to Validated
500 If any field data is changed, set data load status to Unvalidated

Execution order Filter actions
700 - 798 Calculation, promotion
799 Set data load status to Promoted
900 Delete record
Staging form fields

Fields on staging forms are grouped into sections:
The first section of the staging form contains fields that provide information about the
processing of the staging form. They include fields for ID, data load status, error flag, error
code, and error message. These fields are not promoted to the target form.
The second section of the staging form contains fields that contain the data being imported.
These fields correspond to the columns of data entered on the staging form. These fields
are promoted to the target form.
The third section of the staging form contains fields that are calculated from data in the
second section These fields are read-only; the values are entered only through filter
calculations. These fields are promoted to the target form.
The fourth section of the staging form contains system fields.
Note
Hidden fields, which are not in the view, are used for temporary calculation by workflow.
The following figure shows these sections:
Example of a staging form

Dataload staging forms dependencies

The following tables show the dependencies between the dataload staging forms:

Foundation staging forms (see page 1383)

Transactional staging forms (see page 1385)
Foundation staging forms
Parent form Dependent forms
CFG:LoadGenericCatalog CFG:LoadGenericCpyModuleAssoc
CFG:LoadGenericProdSerAssoc CFG:LoadGenericCpyModuleAssoc
CTM:LoadPeopleAttributes
CFG:LoadServiceCatalog CFG:LoadServiceCatalogAssoc
CFG:LoadGenericCpyModuleAssoc
COM:LoadCompany COM:LoadCompanyAlias
CTM:LoadRegion
SIT:LoadSiteGroup
SIT:LoadSiteCompanyAssoc
CTM:LoadPeopleOrganization
CTM:LoadSupportGroup
FIN:LoadConfigCostCentersRep
CTM:LoadPeopleTemplate
CTM:LoadPeople
CTM:LoadPeoplePermissionGroups
PCT:LoadProductCatalog
PCT:LoadProdComAssoc
CFG:LoadServiceCatalogAssoc
CTM:LoadPeople CTM:LoadPeoplePermissionGroups
CTM:LoadSupportGroupAssociation
CTM:LoadSGPFunctionalRole
NTE:LoadCFGNotificationEvents
FIN:LoadCostCenterUDAAssoc
CTM:LoadPeopleOrganization CTM:LoadPeopleTemplate
CTM:LoadPeople
CTM:LoadPeopleTemplate CTM:LoadPeopleTemplateSG
CTM:LoadPeopleTemplatePG
CTM:LoadPeopleTemplateSFR
CTM:LoadPeople
FIN:LoadCostCenterUDAAssoc
CTM:LoadPeopleModification
CTM:LoadPeopleTemplatePG CTM:LoadPeoplePermissionGroups
CTM:LoadPeopleTemplateSG CTM:LoadPeopleTemplateSFR
CTM:LoadSupportGroupAssociation
CTM:LoadPostalCodes Not applicable.
CTM:LoadRegion SIT:LoadSiteGroup

CTM:LoadSupportGroup CTM:LoadSupportGroupAlias
CTM:LoadSGPAssignments
CFG:LoadBusinessTimeWorkdays
CTM:LoadSGPOnCall
CTM:LoadPeopleTemplateSG
CTM:LoadPeopleTemplateSFR
CTM:LoadSupportGroupAssocation
CTM:LoadSupportGroupAssociation CTM:LoadSGPFunctionalRole
FIN:LoadConfigCostCentersRep FIN:LoadCostCenterUDAAssoc
CTM:LoadPeople
NTE:LoadCFGPagerServIceConfig CTM:LoadSGPOnCall
CTM:LoadPeople
PCT:LoadProdModelVersion PCT:LoadModelVersionPatch
PCT:LoadProductCatalog PCT:LoadProductAlias
PCT:LoadProdModelVersion
PCT:LoadProdComAssoc
People People (parent for itself)
PeopleAttribute PeopleAttribute (parent for itself)
SIT:LoadSite SIT:LoadSiteAlias
CTM:LoadPeopleTemplate
CTM:LoadPeople
SIT:LoadSiteCompanyAssoc CTM:LoadPeopleTemplate
CTM:LoadPeople
SIT:LoadSiteGroup SIT:LoadSiteCompanyAssoc
Process Setup staging forms
APR:LoadAlternate Not applicable.
APR:LoadApproverLookup Not applicable.
CFG:LoadAssignment Not applicable.
CFG:LoadDecisionTree CFG:LoadDecisionTreeBranch
CFG:LoadScripts CFG:LoadGroupEventMapping
CTM:LoadDecisionTreeBranch
CHG:LoadTemplate CHG:LoadTemplateAssociations
CHG:LoadTemplateSPGAssoc

HPD:LoadTemplate HPD:LoadTemplateAssociations
HPD:LoadTemplateSPGAssoc
RQC:LoadSummaryDefinition Not applicable.
TMS:LoadAssociationTemplate TMS:LoadFlowTemplate
TMS:LoadAssignmentConfig Not applicable.
TMS:LoadTaskGroupTemplate TMS:LoadAssociationTemplate
TMS:LoadTaskTemplate TMS:LoadAssociationTemplate
Transactional staging forms

APR:LoadSignature CHG:LoadInfrastructureChange
AST:LoadAssetPeople Not applicable.
AST:LoadBMC_BaseRelationship Not applicable.
AST:LoadLicenseCertificates AST:LoadLicenseCertificateProductAssociation
AST:LoadWorkLog Not applicable.
CFG:LoadBroadcast CFG:LoadBroadcastSPGAssoc
CHG:LoadInfrastructureChange CHG:LoadWorkLog
APR:LoadSignature
TMS:LoadTaskGroup
TMS:LoadTask
CFG:LoadReminders
CFG:LoadBroadcast
FIN:LoadCosts
CTR:LoadContractBase CTR:LoadWorkLog
FIN:LoadPayments
FIN:LoadCosts
HPD:LoadHelpDesk HPD:LoadWorkLog
TMS:LoadTaskGroup
TMS:LoadTask
CFG:LoadBroadcast
CFG:LoadReminders
FIN:LoadCosts
PBM:LoadKnownError PBM:LoadKnownErrorWorkLog
TMS:LoadTask
CFG:LoadReminders
FIN:LoadCosts

PBM:LoadProblemInvestigation PBM:LoadInvestigationWorkLog
TMS:LoadTask
CFG:LoadReminders
CFG:LoadBroadcast
FIN:LoadCosts
PBM:LoadSolutionDatabase PBM:LoadSolutionDBAlias
PBM:LoadSolutionWorklog
PBM:LoadSolutionDBAdditionalMappings
TMS:LoadTask
CFG:LoadReminders
FIN:LoadCosts
TMS:LoadTask TMS:LoadTaskGroup
TMS:LoadTaskGroup TMS:LoadTask
TMS:LoadWorkInfo
Adding custom fields to target forms

The following scenario demonstrates the steps to take when a new field is added to a target form
and how to incorporate the field into the Data Management tool.
Tip
To determine the staging form equivalent of the target form into which you are loading
data, see How tabs map from spreadsheet to target form (see page 1247).
In this scenario, a new required character field called Employee ID, with field ID 536871147, has
been created in the CTM:People form. The requirement is to incorporate this new field into the
Data Management tool so that the contents of this field can be loaded at the same time as the
other out-of-the-box fields.
Note
Filters for this staging form use the Matching IDs feature when creating data on target
forms. Some forms require an additional step, as described in Modifying workflow to
promote custom fields (see page 1387).
To add the customization
1. Add the Employee ID field to the CTM:LoadPeople staging form.
2.
2. Add a new column called Employee ID in the CTM_LoadPeople tab of the People.xlsx
spreadsheet.
This spreadsheet can be downloaded from Spreadsheet Management. You can use this
column to populate and load the contents of the custom field at the same time as the other
People records.
3. Update the People transformation using BMC Atrium Integrator. Go to File > Open and
select the People transformation.
4. Modify the Excel input step:
a. Double-click on the CTM_LoadPeople Excel input step. In the Files tab, highlight
${DMTATTACHPATH} in the Selected files table and click. Click next to the File or
directory field and select People.xlsx in the directory in which the file is saved. Click
so that the files is included in the Selected files table.
b. Go to the Sheets tab, click Get sheetname(s) and select all the sheets except for
Instructions.
c. Go to the Fields tab, click Get fields from header row. Click Yes when asked whether
to clear the field list before starting.
d. Go to the Files tab, in the Selected files table and replace the path to People.xlsx
(including the xlsx file name) with ${DMTATTACHPATH}.
e. Click OK to save the Excel input step.
5. Modify the AR output step:
a. Double-click on the CTM:LoadPeople AR output step and click New... in the AR
Output window.
b. Enter valid connection information and click Test to verify it.
c. Click OK.
d. Go to the Edit Field Mappings tab and click Edit Mapping.
e. Select the Employee ID from the left column and map it to the Employee ID in the
right column.
f. Go back to the General tab and re-select the connection to BMC Remedy AR Server.
g. Click OK and select File > Save to save the transformation.
This mapping is required for importing the modified spreadsheet into the staging form.
After this procedure, you can load new People records that contain the customized Employee ID
column. For some forms, however, you must first modify the filter on the staging form before you
can promote the data. For more information, see Modifying workflow to promote custom fields (see
page 1387).
Modifying workflow to promote custom fields

For most forms, you do not need to modify the workflow for creating data on the target forms.
However, you will have to modify the workflow that updates the data from the staging forms to the
target forms. These filters have defined mappings.
To modify workflow to promote custom fields
1.
1. Copy the new field from the target form to the staging form.
2. View the filters on the staging form.
3. Open the filter that pushes to the target form.
This filter is in the 700-799 range. For example, on the FIN:LoadCostCenterUDAAssoc form,
the filter is called FIN:DCU:CreatCostCenterUDA_750_FIN'!
4. On the If Action tab, in the fields area, choose the Name and choose Value> Field.
The Name indicates the field name on the target form. Choose Value> Field to select the
field name on the staging form. These two fields might be the same field name.
Note
In addition to the above steps, you may have to add validation steps to the transformation
and validation workflows in the staging or load forms per your requirement and
customization needs. The customization needs may differ for each customer.
Making the data wizard work with your customizations

If you have new forms or if you have added foundation data fields to BMC Remedy ITSM forms,
you can modify the data wizard to work with these customizations.
Data wizard architecture overview (see page 1388)

Modifying the data wizard to work with new forms (see page 1391)
Modifying the data wizard to work with new fields on BMC Remedy ITSM forms (see page
1395)
Data wizard architecture overview

This section provides a high-level overview of the data wizard architecture.
You modify two forms to make the data wizard work with your customizations: DLD:SYS:
DataWizardProductStatus and DLD:SYS:DataWizAction.
In the following figure, the numbers indicate the sequence of steps that occur when you perform a
count or modification from the Data Wizard Console.
High-level architecture overview

The following table describes the forms and plugins included or touched by the data wizard.
Forms and plugins included or touched by the data wizard

Form or plugin Customize? Description
Data Wizard No Console from which the user runs the data wizard.
Console (DLD:
DataWizardConsole
form)
DLD:SYS: Yes The core of the data wizard. All filters containing count or update SQL statements reside
DataWizAction form on this form. These filters run in different guides, based on the action and type of data.
These SQL statements look at T tables and C columns.
DLD:SYS: Yes, but A join of data in the SHARE:Application_Properties form and the DLD:SYS:
DataWizardProducts only if DataWizardProductStatus form. To make the data wizard work with new forms you add
form adding new data to the DLD:SYS:DataWizardProductStatus form. The DLD:SYS:
forms to be DataWizardProductStatus form contains the data displayed in the Status window when an
updated by action runs. Each record contains the application ID, data administration type, and target
the data object. The target object is the form name displayed by the Status window. On this form,
wizard do not delete any record installed with the data wizard.
DLD:SYS: No Contains a record of each count or update of each form for audit
DataWizardAudit
form

Form or plugin Customize? Description
DLD:SYS: No Updates the Status window to indicate whether a count or update is in progress or
DataWizardStatus complete.
form
Target form Not Counted or updated by the data wizard.

applicable
DLD:Lock form No Prevents the data wizard from running a count or update while another count or update is
in progress.
CAI plugins Not Breaks the workflow from the user interface, which releases control to the user.
applicable
When the user performs a count or update, the data wizard performs the following steps:
1. The user completes the information about the Data Wizard Console and clicks Go.
2. The data wizard uses the DLD:SYS:DataWizAction form to create a new record in the DLD:
Lock form.
3. The DLD:SYS:DataWizAction form pushes to the CAI plugin, which releases console control
back to the user.
4. The CAI plugin continues to run filter actions on the DLD:SYS:DataWizAction form.
5. The DLD:SYS:DataWizAction form copies the list of forms from the DLD:SYS:
DataWizardProducts form.
6. The DLD:SYS:DataWizAction form updates the status on the DLD:SYS:DataWizardStatus
form to In progress.
7. The DLD:SYS:DataWizAction form counts and updates target forms.
8. The DLD:SYS:DataWizAction form gets the number of records to be updated (only for a
count).
9. For each form that contains one or more fields of the data administration type, the DLD:
SYSDataWizAction form creates a record on the DLD:SYS:DataWizAudit form.
10. The DLD:SYS:DataWizAction form updates the status on the DLD:SYS:DataWizardStatus
form to Completed.
11. The DLD:SYSDataWizAction form deletes the record from the DLD:Lock form.
The filter actions in the following table control the data wizard.
Filter actions for the data wizard
Execution order range Filter actions Range to customize
0 - 149 Validation. Check and create a DLD:Lock record None
150 Push to CAI plugin None
200 - 499 Perform count 400 - 499
500 - 849 Perform update 700 - 799
850 Related to updating categorizations None

Execution order range Filter actions Range to customize
900 Deletes the DLD:Lock record None
Modifying the data wizard to work with new forms

To modify the data wizard to work with a new form, you must:
Add a record to the DLD:SYS:DataWizardProductStatus form to indicate the new form.

Add filters to the DLD:SYS:DataWizAction form to perform all the steps required for both the
count and update actions.
To modify the data wizard to work with new forms
1. From the Data Wizard Console, select the Add Custom Forms function to open DLD:SYS:
DataWizardProductStatus.
Example of a record in the DLD:SYS:DataWizardProductStatus form
2. Create a record for each new form and complete the fields, as indicated in the following
table.
If a group of forms belongs to the same application and contains fields of the same data
type, you can create a single record for the group of forms. If a form contains multiple fields
of different data types, you must create a record for each data type.
Fields on DLD:SYS:DataWizardProductStatus
Field Description
Application ID Contains the ID of the BMC Remedy AR System application to which the form belongs. This ID is
listed on the SHARE:Application_Properties form.

Field Description
Data Administration The type of data of the field on the form. Select from the types of data that can be updated, such
Type as Company Name.
Target Object The name of the form or the name of the group of forms.
Target Option A description of the target object.

Description
Estimated Minute Not used. Leave this field blank.

/10000 Updated
Execution Order Use an execution order in the 800-1000 range. Other values are reserved for BMC.
Instance ID Automatically generated when you save the form.
Level Keyword Leave this field blank.
Level Flag All Leave this field blank.

4. Create the count action filter on the DLD:SYS:DataWizAction form, as described in Details
of the count action filter for new forms (see page 1392).
5. Create the modify action filter on the DLD:SYS:DataWizAction form, as described in Details
of modify action filter for new forms (see page 1393).
Details of the count action filter for new forms

The filter runs on Modify. Specify an execution order within the 400-499 range.
The filters' Run If qualification is the following statement: ( 'z1D Action' =

"STARTDATAWIZCOUNT" ) AND ( 'DataAdministrationType' = "dataType")
The dataType is the data type of the field, such as Company Name.
In the count filter, create the actions listed in the following table. The actions must run in the
specified sequence.
Actions for the count action filter
Sequence Action Field on Filter Value

window
1 Set Server Name CURRENT TRANSACTION

Fields
Read Value CURRENT TRANSACTION
for Field From
Name z1D_TargetObject (name of the form that becomes the value specified in Value, which
follows)
Value formNameformNameNameformName

2 Call Not DLD:DAT:SetStatusInProgress

Guide applicable
3 Set Server Name serverName

Fields
Read Value SQL
for Field From
SQL SELECT schemaId FROM arschema WHERE name = 'formName'

Command
Name z1D_FormName (name of the form that becomes the value specified in Value)
Value formNameformName
Name z1D_schemaID (name of the field that becomes the value specified in Value, which follows)
Value "T" + $1$, which specifies the value to which Name (in the preceding row) is set. For
example, z1D_schemaID in the row above would be set to "T" + $1$.
4 Set Server Name serverName

Fields
Read Value SQL
for Field From
SQL SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C newFieldIDCustom = '$

Command targetFieldName$'
Notes:
The exact SELECT SQL command depends on the number of fields of the same
date type on the form.
newFieldIDCustom is the customized new field and not the new value field from the
console.
Name z1D_RecordCount01 (name of the field that becomes the value specified in Value, which
follows)
Value $1$ , which specifies the value to which Name (in the preceding row) is set. For example,
z1D_schemaID in the row above would be set to $1$.
5 Call Not DLD:DAT:Count_PushToAudit

Guide applicable
Note:
6 Call Not DLD:DAT:SetStatusComplete

Guide applicable
Details of modify action filter for new forms

The filter runs on Modify. Specify an execution order within the 700-799 range.
The filter's Run If qualification is the following statement: ( 'z1D Action' =

"STARTDATAWIZUPDATE" ) AND ( 'DataAdministrationType' = "dataType")
The dataType placeholder refers to the data type of the field, such as Company Name.
Note

In the following table, newFieldIDCustom refers to the customized new field and not the
new value field from the console.
In the count filter, create the actions listed in the following table. The actions must run in the
specified sequence.
Actions for the update action filter
Sequence Action Field on Value

Filter
window
1 Set Server CURRENT TRANSACTION

Fields Name
Read Value CURRENT TRANSACTION

for Field
From
Name z1D_TargetObject (name of the form that becomes the value specified in Value, which
follows)
2 Call Not DLD:DAT:SetStatusInProgress

Guide applicable
3 Set Server serverName

Fields Name
Read Value SQL

for Field
From
SQL SELECT schemaId FROM arschema WHERE name = 'formName

Command
Name z1D_FormName (name of the form that becomes the value specified in Value)
Name z1D_schemaID (name of the field that becomes the value specified in Value, which follows)
Value "T" + $1$ , which specifies the value to which Name (in the preceding row) is set. For
example, z1D_schemaID in the row above would be set to "T" + $1$.
4 Direct Server serverName

SQL Name
SQL UPDATE $z1D_schemaID$ SET C newFieldIDCustom = '$

Command newFieldNameFromConsole$' WHERE C newFieldIDCustom = '$
targetFieldNameFromConsole$'
Note: The exact UPDATE SQL command depends on the number of fields of the same data
type on the form.

5 Set Server serverName

Fields Name
Read Value SQL

for Field
From
SQL SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C newFieldIDCustom = '$

Command newFieldNameFromConsole$'
Note: The exact SELECT SQL command depends on the number of fields of the same date
type on the form.
Name z1D_RecordCount02 (name of the field that becomes the value specified in Value, which
follows)
Value $1$ , which specifies the value to which Name (in the preceding row) is set. For example,
z1D_schemaID in the row above would be set to $1$.
6 Call Not DLD:DAT:Update_PushToAudit

Guide applicable
Note:
7 Call Not DLD:DAT:SetStatusComplete

Guide applicable
Modifying the data wizard to work with new fields on BMC Remedy ITSM forms
To modify the data wizard to work with new fields on BMC Remedy ITSM forms, you must modify
filters on the DLD:SYS:DataWizAction form. Perform the following procedure for each new field on
BMC Remedy ITSM forms.
Note
Throughout this documentation, newFieldIDCustom refers to the customized new field

and not the new value field from the console.
Field names of target and new value fields from the Data Wizard Console (see page 1397)
Examples of SQL statements for data administration types (see page 1401)
To modify the data wizard to work with new fields on BMC Remedy ITSM forms

2. Search for the filter on the DLD:SYS:DataWizAction form that contains the count action for
the form that contains the new field.
Use the following information to find the appropriate filter:
Count filters created by BMC are in the execution order 200-399 range.

Count Filters created by BMC follow a naming convention. They start with either DLD:
DAT:dataAdministrationType_Count or INT:Application:DAT:dataAdministrationType
_Count. For example, the count filter for the Company Name field on the HPD:
HelpDesk form is named INT:FNDHPD:DAT:CompanyLargeForms_Count_Q.
Forms that are included in a filter are sometimes listed in the Help Text tab of the
filter.
3. In the Set Field action that performs the count action, modify the SQL statement to include
the new field.
The following SQL statement is an example for counting the Company field:
SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C1000000001 = '$Company$' OR

<C_newFieldIDCustom> = '$Company$'
For additional examples of SQL statements, see Examples of SQL statements for data
administration types (see page 1401).
4. Search for the filter on the DLD:SYS:DataWizAction form that contains the update action for
the form that contains the new field.
Update filters created by BMC are in the execution order 500-699 range.
Update Filters created by BMC follow a naming convention. They start with either
DLD:DAT:dataAdministrationType_Update or INT:Application:DAT:
dataAdministrationType_Update. For example, the update filter for the Company
Name field on the HPD:HelpDesk form is named INT:FNDHPD:DAT:
CompanyLargeForms_Update_Q`!.
Forms that are included in a filter are sometimes listed in the Help Text tab of the
filter.
5. In the Set Field action that performs the update action, modify the SQL statement to include
the new field.
The following SQL statement is a simple example for updating the Company field:
UPDATE $z1D_schemaID$ SET C1000000001 = '$Company_NewVal$',

<C_newFieldIDCustom> = '$Company_NewVal$' WHERE C1000000001 = '$Company$' OR
<C_newFieldIDCustom> = '$Company$'
The following SQL statement is an example for updating the Company field with a CASE
statement. When two or more fields are updated on a form, CASE statements are used to
improve performance.
UPDATE $z1D_schemaID$ SET

C1000000001 = case C1000000001 when '$Company$' then '$Company_NewVal$' else
C1000000001 end,
C1000003965 = case C1000003965 when '$Company$' then '$Company_NewVal$' else
C1000003965 end,
<C_newFieldIDCustom> = case <C_newFieldIDCustom> when '$Company$' then '$Company_
NewVal$' else <C_newFieldIDCustom> end,

WHERE (C1000000001 = '$Company$' OR C1000003965 = '$Company$' OR

<C_newFieldIDCustom> = '$Company$')
6. A Set Field action after the update action performs a count. Modify the SQL statement in this
action to include the new field.
The following SQL statement is an example for counting the Company field after the update
action:
SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C1000000001 = '$Company_NewVal$' OR

<C_newFieldIDCustom> = '$Company_NewVal$'
Field names of target and new value fields from the Data Wizard Console
When you modify an SQL statement, use the following tables to look up the target value database
field name and new value database field name for use in the SQL statement:
Person name (see page 1397)

Login ID (see page 1398)
Generic categorization (see page 1398)
Operational categorization (see page 1398)
Product categorization (see page 1399)
Product model and version (see page 1399)
Site name (see page 1400)
Site information (see page 1400)
Support group (see page 1400)
Company
The Fields IDs for the company target and new value fields table shows the values for a data
administration type of Company.
Field IDs for the Company target and new value fields
Target value database field name Target value field ID New value database field name New value field ID
Company 1000000001 Company_NewVal 303215800
Person name
This section shows the values for a data administration type of Person Name.
Field IDs for the Person Name target and new value fields
Target value database field name Target New value database New value
value field field name field ID
ID
303216100 Not applicable Not

applicable

Target value database field name Target New value database New value
value field field name field ID
ID
Company_PersonName
Note: This field is required to perform a count or update. The

Company_PersonName field, however, is not updated.
FirstName_OriVal 303216800 FirstName_NewVal 303217400
MiddleName_OriVal 303216700 MiddleName_NewVal 303217300
LastName_OriVal 303216600 LastName_NewVal 303217200
PersonID 301352100 Not applicable Not

applicable
Note: This field is required to perform a count or update. The PersonID
field, however, is not updated.
LoginID_PersonName 301921200 Not applicable Not

applicable
Login ID
This section lists the values for a data administration type of Login ID.
Field IDs for the Login ID target and new value fields
LoginID_OriVal 303219700 LoginID_NewVal 303219800
Generic categorization
This section lists the values for a data administration type of Generic Categorization.
Field IDs for the Generic Categorization target and new value fields
Target value database field name Target value New value database field New value
field ID name field ID
Category Type 1000002257 Not applicable Not

applicable
Note: This field is required to perform a count or update. The Category
Type field, however, is not updated.
Generic Categorization Tier 1 1000000744 GenericCatTier1_NewVal 303221200
This section lists the values for a data administration type of Operational Categorization.
Field IDs for the Organization Categorization target and new value fields

Categorization Tier 1 1000000063 OperationalCatTier1_NewVal 303228300
This section shows the values for a data administration type of Product Categorization.
Field IDs for the Product Categorization target and new value fields
CI Type 301189500 Not applicable Not

applicable
Note: This field is used as part of search criteria. The CI Type field,
however, is neither counted nor updated.
Product Categorization Tier 1 200000003 ProductCatTier1_NewVal 303229400
Product Name 240001002 ProductName_NewVal 303229700
Manufacturer 240001003 Manufacturer_NewVal 303229800
Product model and version

This section shows the values for a data administration type of Product Model/Version.
Field IDs for the Product Model/Version target and new value fields
Target value database field name Target value New value New value
field ID database field field ID
name
ProductCatTier1_MV 303231000 Not applicable Not

applicable
ProductCatTier1_MV field, however, is not updated.

applicable

applicable
ProductName_MV 303231400 Not applicable Not

applicable
Manufacturer_MV 303231500 Not applicable Not

applicable
Product Model/Version 240001005 ProductMV_NewVal 303221400

Site name
This section shows the values for a data administration type of Site Name.
Field IDs for the Site Name target and new value fields
Site 260000001 Site_NewVal 303232800
Site information
This section shows the values for a data administration type of Site Information.
Field IDs for the Site Information target and new value fields
Target value database field name Target value New value database New value
field ID field name field ID
SiteName_SiteInfo 303233800 Not applicable Not

applicable
SiteName_SiteInfo field, however, is not updated.
Not applicable Not Street_NewVal 303234000

applicable
Not applicable Not Country_NewVal 303234100

applicable
Not applicable Not StateProvince_NewVal 303234200

applicable
Not applicable Not City_NewVal 303234300

applicable
Not applicable Not ZipPostalCode_NewVal 303234400

applicable
Not applicable Not TimeZone_NewVal 303235000

applicable
Support group
This section shows the values for a data administration type of Support Group.
Field IDs for the Support Group target and new value fields
SupportCompany_SGP 303215700 Not applicable Not

applicable
Note: This field is used as part of search criteria. The
SupportCompany_SGP field, however, is neither counted nor
updated.
Support Organization 1000000014 SupportOrganization_NewVal 303235900
Support Group Name 1000000015 SupportGroupName_NewVal 303236000

Examples of SQL statements for data administration types

When you modify an SQL statement, look up the example SQL statement for the applicable data
administration type in the following sections:
Person name (see page 1401)

Login ID (see page 1402)
Generic categorization (see page 1403)
Operational categorization (see page 1404)
Product categorization (see page 1405)
Produce model and version (see page 1405)
Site name (see page 1406)
Site information (see page 1406)
Support group (see page 1407)
Company
The following example is for the count action:
Form — CTM:People
Filter — DLD:DAT:CompanyCTMLargeForms_Count_Q
SQL statement — SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE
C1000000001 = '$Company$'
The following example is for the update action:
Form — CTM:People
Filter — DLD:DAT:CompanyCTMLargeForms_Update`!_Q
SQL statement — UPDATE $z1D_schemaID$ SET C1000000001 =
'$Company_NewVal$' WHERE C1000000001 = '$Company$'
Person name
You must use either the person ID or login ID to count or update the person name. This ID is used
in the WHERE clause of the SQL statement.
The following example is for the count action when the full name is on the form:
Form — CTM:Support Group Association

Filter — DLD:DAT:PersonNameLargeForms_Count_Q
C1000000080 = '$PersonID$'
The following example is for the update action when the full name is on the form:
Form — CTM:Support Group Association

Filter — DLD:DAT:PersonNameLargeForms_Update`!_Q


'$FullName_NewVal$' WHERE C1000000080 = '$PersonID$'
The following example is for the count action when the full name, first name, and last name are on
the form:
Form — APR:Approver Lookup

Filter — DLD:DAT:PersonNameWithLoginIDOther_Count_Q
C1000000080 = '$PersonID$'
The following example is for the update action when the full name, first name, and last name are
on the form:
Form — APR:Approver Lookup

Filter — DLD:DAT:PersonNameWithLoginIDOther_Count`!_Q
SQL statement:

C1000000637 = CASE WHEN (C1000000080 = '$PersonID$') THEN '$FullName_NewVal$'
ELSE C1000000637 END,
C1000000369 = CASE WHEN (C1000000080 = '$PersonID$') THEN '$FirstName_NewVal$'
ELSE C1000000369 END,
C1000000367 = CASE WHEN (C1000000080 = '$PersonID$') THEN '$LastName_NewVal$'
ELSE C1000000367 END
WHERE (C1000000080 = '$PersonID$')
Login ID
Form — CTM:People WorkLog

Filter — DLD:DAT:LoginIDCTM2_Count_Q
SQL statement — SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C2 =
'$LoginID_OriVal$' OR C5 = '$LoginID_OriVal$' OR C1000000159 =
'$LoginID_OriVal$'
Form ---CTM:People WorkLog

Filter — DLD:DAT:LoginIDCTM2_Count`!_Q
SQL statement:

C2 = CASE C2 WHEN '$LoginID_OriVal$' THEN '$LoginID_NewVal$' ELSE C2 END,
C1000000159 = CASE C1000000159 WHEN '$LoginID_OriVal$' THEN '$LoginID_NewVal$'
ELSE C1000000159 END,

C5 = CASE C5 WHEN '$LoginID_OriVal$' THEN '$LoginID_NewVal$' ELSE C5 END

WHERE (C2 = '$LoginID_OriVal$' OR C1000000159 = '$LoginID_OriVal$' OR C5 = '$Logi
nID_OriVal$')
Generic categorization
To count or update categorizations, you need a filter for each level of categorization on the form.
Whether a filter runs depends on which tiers the user specifies on the Data Wizard Console with
new values.
For example, if Tier 1, 2, and 3 are on the form, then three separate filters are needed to perform
the action. One filter contains the SQL statement to count or update for all three tiers. Another filter
will act on the first two tiers. Another filter acts on just the first tier. On the Data Wizard Console, if
the user specifies all three tiers with new values, all three filters run. If the user specifies a new
values for only Tier 1, only the filter containing Tier 1 runs.
If only Tier 1 and 2 are on the form, you need only two filters.
Category type is used in the SQL statements. If the category type is always the same for
categorization, omit this field from the SQL statement. Otherwise, hard code the value in the SQL
statement.
The following example is for the count action when all three tiers are on the form:
Form — CFG:GenericProdServiceAssoc
Filter — DLD:DAT:GenCatTier3LargeForms_Count_Q
SQL statement:
SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE

C1000000744 = '$Generic Categorization Tier 1$' AND C1000000745
= '$Generic Categorization Tier 2$' AND C1000000746 = '$Generic
Categorization Tier 3$' AND C1000002257 = '$Category Type$'
The following example is for the update action when all three tiers are on the form:
Filter — DLD:DAT:GenCatTier3LargeForms_Update`!_Q
SQL statement:
UPDATE $z1D_schemaID$ SET C1000000744 =

'$GenericCatTier1_NewVal$', C1000000745 =
'$GenericCatTier3_NewVal$' WHERE C1000000744 =
'$Generic Categorization Tier 1$' AND C1000000745 =
'$Generic Categorization Tier 3$' AND C1000002257 = '$Category Type$'

The following example is for the count action when the first two tiers are on the form:
Filter — DLD:DAT:GenCatTier2LargeForms_Count_Q
SQL statement:

C1000000744 = '$Generic Categorization Tier 1$' AND C1000000745 =
The following example is for the update action when the first two tiers are on the form:
Filter — DLD:DAT:GenCatTier2LargeForms_Update`!_Q
SQL statement:

'$GenericCatTier2_NewVal$' WHERE C1000000744 =
Like generic categorization, operational categorization has multiple tiers of categorization that
require multiple filters.
The following example is for the count action when two tiers are on the form:
Filter — DLD:DAT:OperCatTier2LargeForms_Count_Q
C1000000063 = '$Categorization Tier 1$' AND C1000000064 =
'$Categorization Tier 2$'
The following example is for the update action when two tiers are on the form:
Filter — DLD:DAT:OperCatTier2LargeForms_Update`!_Q
'$OperationalCatTier1_NewVal$', C1000000064 =
'$OperationalCatTier2_NewVal$' WHERE C1000000063 = '$Categorization
Tier 1$' AND C1000000064 = '$Categorization Tier 2$'
The following example is for the count action for tier 1:

Filter — DLD:DAT:OperCatTier1LargeForms_Count_Q
C1000000063 = '$Categorization Tier 1$'
The following example is for the update action for tier 1:
Filter — DLD:DAT:OperCatTier1LargeForms_Update`!_Q
'$OperationalCatTier1_NewVal$' WHERE C1000000063 = '$Categorization
Tier 1$'
Like generic categorization, product categorization has multiple tiers of categorization that require
multiple filters.
The following example is for the count action for all three tiers:
Form — CFG:Group Event Mapping

Filter — DAT:ProdCatAllTiersOther1_Count_Q
SQL statement:

(C200000003 = '$Product Categorization Tier 1$' AND C200000004 =
'$Product Categorization Tier 2$' AND C200000005 =
'$Product Categorization Tier 3$' AND C240001002 = '$Product Name$' AND
C240001003 = '$Manufacturer$')
The following example is for the update action for all three tiers:

Filter — DLD:DAT:ProdCatAllTiersOther4_Update`!_Q
SQL statement:

'$ProductCatTier1_NewVal$', C200000004 =
'$ProductCatTier2_NewVal$', C200000005 =
'$ProductCatTier3_NewVal$', C240001002 = '$ProductName_NewVal$',
C240001003 = '$Manufacturer_NewVal$' WHERE C200000003 = '$Product
Categorization Tier 1$' AND C200000004 = '$Product Categorization Tier 2$'
AND C200000005 = '$Product Categorization Tier 3$' AND
C240001002 = '$Product Name$' AND C240001003 = '$Manufacturer$'
Produce model and version

The Product Name, Manufacturer, and Product Model/Version fields are referenced in the WHERE
clause of the SQL statement.

Filter — DLD:DAT:ProdMVOther_Count_Q
(C240001002 = '$ProductName_MV$' AND C240001003 =
'$Manufacturer_MV$' AND C240001005 = '$Product Model/Version$')

Filter — DLD:DAT:ProdMVPCTCFG_Update`!_Q
'$ProductMV_NewVal$' WHERE C240001002 = '$ProductName_MV$' AND
C240001003 = '$Manufacturer_MV$' AND C240001005 = '$Product Model
/Version$'
Site name
Form — CTM:People Template

Filter — DLD:DAT:SiteOther_Count_Q
SQL statement — SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C260000001
= '$Site$'
Form — CTM:People Template

Filter — DLD:DAT:SiteOther_Update`!_Q
'$Site_NewVal$' WHERE C260000001 = '$Site$'
Site information
The Site Name field is referenced in the WHERE clause of the SQL statement
Form — SIT:Site
Filter — DLD:DAT:SiteInfoLargeForms_Count_Q
SQL statement — SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C260000001
= '$SiteName_SiteInfo$'

Form — SIT:Site
Filter — DLD:DAT:SiteInfoLargeForms_Update`!_Q
SQL statement:

'$City_NewVal$', C1000000002 = '$Country_NewVal$', C1000000037 =
'$Street_NewVal$', C1000000003 = '$StateProvince_NewVal$',
C1000000039 = '$ZipPostalCode_NewVal$', C1000000541 =
'$TimeZone_NewVal$' WHERE C260000001 = '$SiteName_SiteInfo$'
Support group
To count or update the support group, you might need multiple filters, depending on the number of
levels on the form. Whether a filter runs depends on which tiers the user selects on the Data
Wizard Console.
For example, if Support Organization and Support Group are on the form, then you need two filters
to perform the action. One filter will have the SQL statements to count and update for Support
Organization and Support Group; the other filter acts on only the Support Organization. If all tiers
are filled in for the new value on the console, both filters run. If only Support Organization is filled
in, only the filter containing Support Organization runs.
The following example is for the count action for both the Support Organization and Support Group
fields:
Form — CTM:People Permission Groups

Filter — DLD:DAT:SGPAllLargeForms_Count_Q
C1000000001 = '$SupportCompany_SGP$' AND C301363000 = '$Support
Organization$' AND C301363100 = '$Support Group Name$'
The following example is for the update action for both the Support Organization and Support
Group fields:

Filter — DLD:DAT:SGPAllLargeForms_Update`!_Q
SQL statement:

'$SupportOrganization_NewVal$', C301363100 =
'$SupportGroupName_NewVal$' WHERE C1000000001 =
'$SupportCompany_SGP$' AND C301363000 =
'$Support Organization$' AND C301363100 = '$Support Group Name$'

The following example is for the count action for the Support Group field only:

Filter — DLD:DAT:SGPOrgLargeForms_Count_Q
C1000000001 = '$SupportCompany_SGP$' AND C301363000 = '$Support
Organization$'
The following example is for the update action for the Support Group field only:

Filter — DLD:DAT:SGPOrgLargeForms_Update`!_Q
'$SupportOrganization_NewVal$' WHERE C1000000001 =
'$SupportCompany_SGP$' AND C301363000 = '$Support Organization$'
Modifying Data Management CI jobs to add customizations

If you have customized CI forms, this section describes how you can add a data stream to the CI
transformation that lets you push data from the customized form to the target forms.
This information is for BMC partners, implementers, and developers who work with Data
Management jobs, templates, and steps. You must be familiar with the following parts of the end-to-
end Data Management infrastructure:
Carte server
BMC Atrium Integrator
Atrium Integrator spoon client (also known as the Pentaho Spoon client) for transformations.
To add a data stream to the CI transformation, you must perform the following procedures:
Copying an existing spreadsheet (see page 1408)

Opening the CI-CMDB transformation diagram (see page 1409)
Backing up the CI-CMDB transformation (see page 1411)
Copying an existing set of transformation steps (see page 1411)
Renaming the copied transformation step (see page 1411)
Modifying the CMDB output step (see page 1413)
Handling errors for the CMDB output step (see page 1415)
Normalizing data (see page 1416)
Handling errors for the AR Output step (see page 1417)
Copying an existing spreadsheet

The first procedure you must perform when extending the spreadsheets is to copy the existing
spreadsheet from the transactional CI workbook.

To copy of an existing spreadsheet
1. Open the Microsoft Excel workbook from which you want to copy the spreadsheet.
2. Locate, then right-click the tab of the spreadsheet that you want to copy.
3. Select Move or Copy.
4. In the Move or Copy dialog box, select Create a copy.
5. Move the spreadsheet to the required position in the same workbook.
6. Rename the spreadsheet.
Notes
BMC recommends using the BMC naming convention; for example,

AST_Equipment. Most CI classes have multiple fields (or spreadsheet columns) in
common, but only a few of them are required fields. Therefore, you must ensure
the class that you are extending includes the data needed to create a CI of that
class. You can use spreadsheet management to give your end users access your
updated spreadsheet.
CI Name is a unique identifier, and it must be unique for all of your CI data loads.
Next, open the CI-CMDB transformation (see page 1409).
Opening the CI-CMDB transformation diagram

In this procedure, you use the BMC Atrium Integrator console to locate the CI-CMDB
transformation and open it in the Atrium Integrator spoon client, as shown in Figure1.
To open the CI-CMDB transformation
1. In the BMC Atrium Integrator console, click the Launch Spoon icon, as shown in the
following figure.
Figure 1: Opening the Atrium Integrator spoon client from the Atrium Integrator console

2. From the Atrium Integrator spoon Client UI, click File > Open.
3. To open the transformation diagram, double-click CI-CMDB transformation in the repository
as shown in the following figure.
Figure2: Opening the CI-CMDB transformation

Next, create a backup copy of the out-of-the-box CI-CMDB (see page 1411)

Backing up the CI-CMDB transformation
1. With the CI-CMDB transformation open (a described in Opening the CI-CMDB

transformation diagram (see page 1409)), from the Atrium Integrator spoon client console,
select File > Save as to make a a backup of the CI-CMDB transformation.
2. Follow the instructions to name and save the backup.

Next, copy an existing set of transformation steps (see page 1411).
Copying an existing set of transformation steps
1. In the Atrium Integrator spoon client Repository, highlight the transformation diagram by
clicking it at the top left and dragging the mouse pointer to the bottom right (see Opening the
CI-CMDB transformation diagram (see page 1409) for information about opening the
transformation diagram in the Atrium Integrator spoon client repository).
2. From the menu bar, select Edit > Copy, to copy.
3. At the bottom of the transformation diagram, right-click the vacant area and select Paste
from Clipboard.
Where to go next
Next, rename the step with the new CI type (see page 1411).
Renaming the copied transformation step

In this topic, you rename the copied step with the name of the CI type for which you are creating
the transformation.
Note
You also must name spreadsheet tab with the same name that you used for the copied
spreadsheet.
To rename the step with the new CI type
1. In the Atrium Integrator spoon client console, open the first icon--or--input step in the
transformation diagram by double-clicking it.
2. Enter a new step name.
3. Click the Sheets tab and change the sheet name to the same name that you used for the
copied spreadsheet.
4.
4. Click OK.
5. Open the Fields tab and provide the values from the columns in the worksheet, as illustrated
in the following figure.
If you added columns, or removed columns, or made changes to their position, ensure that
you make the same changes here.
Leave the transformation open. You need it for the next procedure.
Figure 1: Providing worksheet column values

Where to go next
Next, you modify the CMDB output step (see page 1413).
Modifying the CMDB output step
1. In the Atrium Integrator spoon client console, select Edit > Set Environment Variables.
2. In the Set Environment Variables window, set the required variables as shown in Figure 1.
3.
3. Click Ok.
4. In the transformation diagram, double-click the CI CMDB Output step.
5. Change the step name to something meaningful, for example, CI-Equipment-CMDBOutput,
as shown in Figure 2.
6. Click Browse and select the required class name from the CMDB database, as shown in
Figure 2.
7. Click Edit Mapping and check that the field mapping is correct.
8. Add or remove fields from the Edit Mapping list, depending on the attributes in the class and
the columns available in the spreadsheet.
9. Click OK.
10. Provide the following information, as shown in Figure 2, to fetch the Class names from the
AR System database:
AR_PASS password
AR_SERVER name
AR_TCP_PORT number
AR_USER user name
Figure 1: Setting environment variables
Figure 2: Changing the step name

Where to go next
Next, review the information in Handling errors for the CMDB output step (see page 1415).
Handling errors for the CMDB output step
1. From the transformation diagram in the Atrium Integrator spoon client console, right-click the
output step that you renamed in Modifying the CMDB output step (see page 1413) and select
Define Error Handling.
2. From the Step error handling settings dialog box, set the values in the following fields as
shown in Figure 1.
Select Target step
Check the Enable the error handling check box
Enter a value in Error description fieldname

Enter a value in Error codes fieldname

Figure 1
3. Click OK.
Where to go next
Next, normalize the data (see page 1416).
Normalizing data
Depending on the data needs data for a given class, you might need to either add value mapper
steps or remove them. To do this, you edit the AR Output step, as described in the following
procedure.
To add or remove the value-mapper steps
1. From the transformation diagram in the Atrium Integrator spoon client console, double-click
the AR Output step.
2. Click the Field Mapping tab.
3. Verify that the mapping is correct.
4. If necessary, delete fields that are not present in the class.
5. Click OK.
Note
The changes you make in this procedure must match the requirements for the class and
the changes that you made to the columns on the worksheet. You must rename the error
steps, but it is not necessary to change them, because error-reporting data is not class
specific.
Where to go next

Perform the next procedure, Handling errors for AR Output (see page 1417).
Handling errors for the AR Output step
1. From the transformation diagram in the Atrium Integrator spoon client console, right-click the
AR Output step.
2. Select Define Error Handling.
3. Set the values in the following fields as shown in Figure 1.
Target Step
Error Handling
Error Description
Error Codes
4. Click OK.
5. Save the transformation.
You now have a new transformation that will pick up information in the added worksheets.
You can now create and run the jobs from the Data Management Job console.
Figure 1: Step error handling settings

Foundation data onboarding for multiple companies with validation

In BMC Remedy IT Service Management version 9.1, the Company column has been added back
to the PeopleOrg, Location, Support_Group, People, and Financials spreadsheets, allowing service
providers to load Foundation data for all of the companies they support. To address security
concerns, existing company validation workflow is used to determine company access for the data
administrator running or scheduling the onboarding UDM job. The related Pentaho transformations
have also been updated to support the Company column.
In BMC Remedy ITSM 8.0 SP1, as a security measure, the Company column was removed from
the spreadsheets, preventing users from loading data for companies they do not belong to. But that
change added a great deal of work for service providers and other organizations that require
Foundation data onboarding for multiple companies.
As a workaround, Loading Foundation data for multiple companies (see page 1418) provided
instructions for manually adding the Company column back to the spreadsheets and performing
the required Pentaho transformations. In that procedure, the Company column is added as the last
in the spreadsheets. In BMC Remedy ITSM 9.1, the Company column is placed in a logical
location depending on other columns in the existing spreadsheets. If the multiple-company data
onboarding workaround was performed prior to upgrading to BMC Remedy ITSM 9.1, the
spreadsheets and related Pentaho transformations will need to be updated.
Example of the Company column placement in BMC Remedy ITSM Foundation spreadsheets
Updated Foundation spreadsheets

The following spreadsheets and tabs have been updated to include the Company column:
Spreadsheet Tab
PeopleOrg.xslm CTM_LoadPeopleOrganization
Location.xslm SIT_LoadSiteGroup

Spreadsheet Tab
SIT_LoadSiteCompanyAssoc
CTM_LoadRegion
Support_Group.xslm CTM_LoadSupportGroup
CTM_LoadSupportGroupAlias
CTM_LoadSGPOnCall
CFG_LoadBusinessTimeHolidays
CFG_LoadBusinessTimeWorkdays
CTM_LoadSGPAssignments
People.xslm CTM_LoadPeople
FIN_LoadCostCenterUDAAssoc
Financials.xslm FIN_LoadConfigCostCentersRep
FIN_LoadCostCenterUDAAssoc
Related topic
Loading Foundation data for multiple companies
Onboarding Foundation and Assignment data

This page describes the Onboarding wizard. It contains the following topics:
Overview (see page 1419)

Data flow diagrams (see page 1420)
Phase 1, Loading data into the staging forms (see page 1425)
Phase 2, Reviewing, Promoting, Exception Handling (see page 1431)
Running a new onboarding session (see page 1437)
Troubleshooting a job (see page 1438)
Overview
The Data Management tool provides you with a wizard for importing (see page 1425) (or
"onboarding") Foundation (see page 123) data and Assignment (see page 541) data. Using the
Onboarding wizard, you can review (see page ), and (if necessary) edit (see page ) the
imported data directly in the wizard. You also promote the data to your test or production database
from the Onboarding wizard. You can use the Onboarding wizard when setting up new installations
or any time that you need to add or update Foundation data.
When using the Onboarding wizard, keep the following points in mind:
After you import the data using the Onboarding wizard, there is never a need to reimport the
data, because you can edit the imported data directly from the UI of the Onboarding wizard.

While Assignment data is not usually considered to be part of the Foundation data,
Assignment data is treated like Foundation data in the Onboarding wizard and in this
documentation.
If you have alternative methods of setting up your Foundation data, or other ways to import
data, you can dismiss the Onboarding wizard and proceed independently.
This wizard is for both adding data and updating data.
Data updates supported

Previous versions of the Onboarding wizard supported only the importation of new Foundation and
Assignment data. Starting with version 9.0 of BMC Remedy ITSM, however, you can use the
Onboarding wizard to also update some existing Foundation and Assignment data. To update
existing data, use a spreadsheet that contains updated data (instead of onboarding data) in the
applicable Phase 1, Loading data into the staging forms (see page 1425) step shown in the
following table.
The following table lists the fields that you can update using the Onboarding Wizard and shows you
in which step of Phase 1, Loading data into the staging forms you update the data.
Fields that can be updated Loading data into staging form step
Type Step 1, Company
Country, State/Province, City, Zip/Postal Code, Street, Description, Region, Site Group Step 3, Location
Is this a vendor group?, Is this a frontline group?, Group Email, Description Step 4, Support Groups
License Type Step 5, People Template
Last Name, First Name, Organization, Department, Site, Email Address, License Type Step 6, People
Description Step 9, Assignment
Data flow diagrams

The following diagrams provide a high level view of how data flows from the existing application
database, through the Onboarding wizard, into the application database of the new BMC Remedy
ITSM installation. There are two methods for promoting data, Manual and Automatic, which are
described later in this topic. You choose which data promotion method you want to use when you
finish loading the data into the staging forms (see page 1425). Note how all of the data reviewing,
editing, validating, and promoting operations are done directly from the Onboarding wizard. You
don't need to close the wizard to perform any of the onboarding tasks.
Onboarding wizard, Manual promotion overview

Click here to open the Manual promotion overview diagram


Onboarding wizard, Automatic promotion overview
Click here to open the Automatic promotion overview diagram


Foundation data is common to many forms and workflows; it supports the BMC Remedy ITSM
applications and without it you cannot use the applications. Foundation data includes the following
data types:
Company
Organization
Location
Support group
People
Operational Catalog
Product Catalog
You can read more about the Foundation module and Foundation data types here.
Modes of operation
The Onboarding wizard has two modes of operation:
Guided mode (see page 1425)

Unguided mode (see page 1425)
When the Onboarding wizard opens, it prompts you to choose one of the operating modes
explained in the following sections. If you close the Onboarding wizard before you promote the
data, when you re-open the wizard it remembers the mode that you were using when you closed
it.

Guided mode
Recommended use: To provide the initial load of Foundation data in newly installed environments.
You can, however, use Guided mode any time.
The purpose of Guided mode is to step you through the process of:
Ensuring you identify at least one company as an operating company (see page 1425)
Entering data in a specific order
Creating all of the required data
Operating company
The operating company is one of the key base components of the BMC Remedy ITSM applications
and represents an internal organization or business unit for which your IT organization provides
support and services. Many important, core, foundational data elements cannot be created unless
you have identified an operating company. Because the BMC Remedy ITSM applications are multi-
tenant, you can identify more than one company as the operating company.
Unguided mode
Recommended use: Use Unguided mode to load additional Foundation data to production and test
environments, after the initial load of Foundation data. You can, however, use Unguided mode at
any time.
After your BMC Remedy ITSM applications have enough Foundation data for you to run them, you
can return to the Onboarding wizard to add more data. You do this by selecting Data Management
> Onboarding Wizard from the Application menu .
For example, after your initial load of the Foundation data, you might need to add several new
support groups. To do this, you can open the Onboarding wizard and go straight to the Support
Groups step to add just those records. You do not need to enter records for any of the other data
types. We call this mode of operation the Unguided mode, because you do not need to follow the
structured sequence of steps that is enforced in Guided mode.
Onboarding phases
The Onboarding wizard steps you through the process of onboarding data in distinct phases:
Phase 1, loading data into the staging forms (see page 1425)
Phase 2, Review, Promote, and exception (see page 1431)
Phase 1, Loading data into the staging forms
In Phase 1 you load data into the staging forms. In Data Management, staging forms are
intermediate data forms that provide a working space for you to prepare the data before
"promoting" it (that is, moving it to the corresponding production data forms).

Note
Starting with release 9.0 of BMC Remedy ITSM, you can also update some data fields
(see page 1420) using the Onboarding wizard.
The phase has multiple steps, corresponding to each of the Foundation data types supported by
the Onboarding wizard, and a Finalize, Review and Activate step that you run after you have
loaded all the data for your onboarding job. Depending on the mode (see page ) you are using
(Guided or Unguided) and the number of data types that you are entering, however, you might not
run all of the steps. The following tabs provide detailed information about each step.
Step 1, Company
Required?
In guided mode
Notes
When providing company information in Guided mode, the application asks you to indicate which of
the companies is the "Onboarding" company. The Onboarding company is the company to which
all of the other records that you create in steps 2 through 8 are associated.
Step 2, Organization
Required?
In Guided mode.
Notes
None
Step 3, Location
Required?
In Guided mode.
Notes
None
Step 4, Support Groups
Required?
In Guided mode.
Notes
None

Step 5, People Template
Required?
Required, when creating Support people, strongly recommended for non-support people
Notes
Using People templates is a highly effective way to make sure that you have defined permissions,
support groups, and functional roles for each of the user roles in your support organization. In Step
6, when you load People information, you specify which People template to use. Consider creating
a People template for each user role in the organization.
Example
If a person has a user role of Incident Management Specialist, you can use the Incident
Management - Specialist template (provided as model data by BMC) to define the permissions and
support groups that an incident management specialist must belong to. In Step 6, when defining a
person who is an incident management specialist, you need only to point to the Incident
Management Specialist template (by entering Incident Management - Specialist in the Template
Name column) to ensure that the correct permissions, support groups, and functional roles are
assigned. Using templates makes creating People records quicker and reduces the chances for
errors.
Step 6, People
Required?
In Guided mode
Notes
People templates are required when defining Support people.
Step 6 also provides you with a way to import People information for non-support people directly
from your company's active directory using an LDAP import. Using this method to import People
data is faster and more accurate than other methods. It also gives you the ability to set up regularly
scheduled, automated imports from the active directory. Click here (see page )for information
about using an LDAP import.
Step 7, Operational Catalogs
Required?
Optional
Notes
Operational Catalogs are not tied to a company. However, if you select the Global flag, either by
clicking Global for manual entries or by adding a 0 to the Global column in the spreadsheet, the
Onboarding Wizard will tie the catalog to all of the companies in your installation. If your
Organization does not yet use Operational Catalogs, you can take this opportunity to introduce
them by using the Model data (see page 1429) available in this step.

Step 8, Product Catalogs
Required?
Optional
Notes
Product Catalogs are not tied to a company. However, if you select the Global flag, either by
clicking Global for manual entries or by adding a 0 to the Global column in the spreadsheet, the
Onboarding Wizard will tie the catalog to all of the companies in your installation. If your
Organization does not yet use Product Catalogs, you can take this opportunity to introduce them by
using the Model data (see page 1429) available in this step.
Step 9, Assignment
Required?
Optional
Notes
None
Step 10, Finalize Review and Activate
Required?
Yes, in both modes
Notes
When you click Finalize Review and Activate, the Onboarding wizard asks if you want to promote
the data either manually or automatically:
Manually – The wizard runs the validation tests against the data but does not promote
valid records until you tell it to. Using this option, if the validation tests find exceptions
in the data, you can address the exceptions and rerun the validation tests before any
data is promoted to the production data set. Use this option if you want to ensure that
all of your data is valid before any records are promoted.
Automatically – The wizard runs the validation tests against the data and immediately
promotes all of the valid records to the production data set. You must still address
any records that did not pass the validation tests, to determine if the exception
condition is fatal or benign. You can, however, address the data exception either
immediately or at a later time. See the New button (see page ) use cases for a
description of how to troubleshoot data exceptions at a later time. Use this option if
you have a high level of confidence that your data will pass the validation tests.
Data load methods
You load data into the staging forms (see page 1425) using one of the methods described in the
following table.

Load method Notes
Manual entry If you have a relatively small number of records to load, use the manual method. When using the manual
method, you type information directly into fields in the Onboarding wizard. The fields in the Onboarding wizard
correspond with the fields on the data form. For example, when creating data for the Organization form, you are
prompted to provide the Organization and Department for each record you add. See Onboarding data manually
(see page 1439) for a description of how to use this data-load method.
Spreadsheets If you have a large number of records to load, use the spreadsheets that are provided with the Onboarding
Wizard. These spreadsheets are simplified versions of the standard data-load spreadsheets provided with
Advanced Data Management. The spreadsheets contain an Instructions tab and, in most cases, a single data
tab with columns that correspond to the required, conditional, and most commonly used fields. The People
spreadsheet contains multiple data tabs that allow you to make associations with support groups and functional
roles. See Onboarding data using spreadsheets (see page 1440) for a description of how to use this data-load
method. Understanding the dataload spreadsheets (see page 1245) provides a general overview of the
spreadsheets. 1 (see page 1429), 2 (see page 1429)
Model data Model data – Model data is a pre-defined set of typical data. You can use this model data to seed your new
installation with data types that you might not currently have. Using model data to seed your system greatly
reduces the amount of time needed for your organization to realize value from the new system. For example, if
you load the model data for Product Catalog, the Product Type field is loaded with a set of common product
types, such as Hardware System Component, Network Port, Service, and so on.
To use the model data, select the Import From Spreadsheet method for loading the data and then select Use
provided model data from the list of available spreadsheets. 3 (see page 1429), 4 (see page 1430), 5 (see page 1430)
Model data is available for the following data forms:
Company
Support Group
People Template (Dependent on Support Group)
Operational Catalog
Product Catalog
Assignment (dependent on Support Group and Product Catalog)
LDAP import This method is available only for importing non-support People data. You can use the method to load non-
support People data directly from your company's active directory.
Click here (see page ) for more information about the LDAP import method.
1 BMC strongly recommends that you read the Instruction tab in each spreadsheet. This tab contains important
information about formatting, versioning, and how the spreadsheets are laid out.
2 The standard data-load spreadsheets provided with Advanced Data Management do not work work with the
Onboarding Wizard, which is designed specifically to work with the simplified spreadsheets.
3 Some types of model data have dependencies on other data types, as noted in the preceding list. For example, If you
import People template model data, you must also ensure that you either load Support Group data in the same data-
load job, or that Support Group data is already on the target system. If you need to provide the Support Group data,
you can either load the Support Group model data provided with the Onboarding wizard or you can load your own
Support Group data. If the Support Group data is not present on the target system or is not a part of the current data
load, the People template model data will fail the validation step.

4 In most cases, if model data fails the validation process of the Promoting step, the data on which the model data is
dependent either is not present on the target system or is not a part of the current data load.
5 If the model data does not exactly match the requirements of your organization, you can still use it. After you import
the data into the staging forms, open the Data Visualizer (see page 1432) and use it to edit the model data so that it
conforms to your specific requirements.
Using LDAP imports

If your company uses an active directory service to store people information, you can configure
your BMC Remedy ITSM environment to import that information using the integrated lightweight
directory access protocol (LDAP) functionality from Step 6 People, of the Onboarding wizard. After
you configure the Onboarding wizard to use the LDAP import method, you can use the same
settings to import the information on an ongoing basis to update and add new people to the
production data.
Before you can use this method, however, a connection to the LDAP server must be configured by
someone with DMT Admin permissions. Click here (see page 1463)for information about
configuring your system for the LDAP import method. You can configure connections to as many
LDAP servers as you need to.
Using the LDAP import method, you can perform the following operations:
Onboard non-support people data.

Synchronize the directory with your people data, by running the LDAP import at regular
intervals.
Note
To use the LDAP import method, you need DMT User permissions. If you need to
configure an LDAP connection (see page 1463), you need DMT Admin permissions.
This method is available as a selection from Step 6 People .
To use the LDAP import method
1. From the Onboarding wizard, click Step 6 People.

2. From the Create Data Manually drop-down menu, select Load data into the system using
Lightweight Directory Access Protocol (LDAP) .
The screen refreshes to display the fields you need for setting up the LDAP connection.
3. From the Setting Name drop-down menu, select the LDAP connection that you want to
use.
4. Click Import .

4.
Note
If any of the records that you import have an error, the system displays the Show
Log link, which opens an error log listing the records with errors and the nature of
the error. You can choose to correct these records in the active directory, and then
run the import again, or to filter the records that have errors out of the LDAP import
by using a custom search filter.
By default, if 20% of the records in any given sampling of the LDAP import have
errors, the import halts. You can configure the percentage of errors allowed before
the import halts by updating the Maximum Number of Errors setting in the Step
Error Handling Settings tab of the AROutput step, in the transformation used by
the import. Click here (see page 1473)for more information about changing the
Maximum Number of Errors setting.
5. Perform the Phase 2 (see page 1431) activities.
Phase 2, Reviewing, Promoting, Exception Handling
In Phase 2, you are able to review data directly from the Onboarding wizard and, if necessary, edit
the data in the wizard. After you review the data, you run the Promoting step to push the data out
to the production forms. The Promoting step also performs validation tests against the data to
ensure data consistency. If the validation process detects any inconsistencies in the data, the
validation process writes an exception message to the screen.
If you encounter exception messages, you perform the Exception Handling step. The process of
Exception handling can be iterative. After you deal with any data exceptions, rerun the Promoting
step. If the Onboarding wizard encounters further exceptions, you deal with those exceptions, then
rerun the Promoting step, and so on. Repeat these steps until the Onboarding wizard promotes all
of the data.
The steps associated with Phase 2 are handled through the Data Visualizer (see page 1432).
The following tabs provide more information about each step.
Step 1, Reviewing
In this step, you review the data and make updates to it (see page ), if required.
Step 2, Promoting
In this step, the Onboarding wizard pushes the data from the staging forms to the production
forms.
Step 3, Exception Handling

This step occurs only when the Promoting step encounters data exceptions. In this step, you can
edit or delete the data that caused the exception directly from the Onboarding wizard, as described
in Correcting data exceptions (see page ), and then rerun the Promote step. The Onboarding
wizard runs the promotion only against the records that returned exceptions.
Reviewing and promoting data

You use the Data Visualizer feature of the Onboarding wizard to review and, if necessary, edit your
data (see page 1431), and later to correct any data exceptions (see page 1434).
When you finish Phase 1 (see page 1425), click Finalize Review and Activate to move into Phase 2
(see page 1431) and open Data Visualizer. From Data Visualizer, you can review the data that you
entered to ensure it is correct before you promote it. If you discover a problem in a record, you can
edit the record directly in Data Visualizer. You can also make bulk edits in the Data Visualizer by
using the Modify All feature. For example, if you notice that one of the Assigned Group names has
a spelling mistake and the mistake is repeated in all of the Assignment records, you can use the
Modify All feature to update all of the affected records in a single operation.
The Modify All feature allows 100 entries to be updated at a time.
Data Visualizer displays the following data types in columns, grouped under the headings shown in
the following table.
Heading Data types
Organization
Company
Organization
Location
Support group
People
People template (this column is always collapsed when you first open Data Visualizer)
People
Additional support groups/Functional roles
Categorization
Assignments
Assignments
If there is a large volume of data, you can limit the number of records displayed in the columns by
using the filters at the top of each column.

The filters cascade downward in the data hierarchy. If, for example, you filter by company, the rest
of the records shown in Data Visualizer belong only to that company. If multiple filters appear at the
top of a column, you can filter on multiple conditions.
Note
The People Template Permission Groups table is not affected by the Company filter. By
default, this Permission Groups table shows all of the available People Template
permission groups. You can, however, apply filters within the People Template
Permission Groups table that let you control which permission groups appear in the table.
Use these steps to review and, if necessary, update the data.
To review and promote data
1. When you complete Phase 1 (see page 1425), click Finalize Review and Activate.
2. Select how to review and activate the data: Manually or Automatically. This action opens the
Data Visualizer.
3. In Data Visualizer, the Organizational Structures column is open by default. To expand other
columns, click the arrow on the column panel.
4. Review the data to ensure that it is correct.
5. If you find a problem with a record, double-click the record to open the data-editing window.
6. Correct the problem, then click Save to close the window.
7. Perform one of the following actions, after which the wizard Displays the Activation screen:
a. If you selected Manually in Step 2, click Validate. The Onboarding wizard runs the
validation tests, but does not promote any data until you tell it to.
b. If you selected Automatically in Step 2, click Promote. The Onboarding wizard runs
the validation tests and automatically promotes valid data to the production database.
8. If the Activation screen shows that there are no data exceptions, perform one of the
following actions:
a. If you selected Manually in Step 2, click Promote to promote the data to the
production forms and finish the job.
b. If you selected Automatically in Step 2, you are finished the job.
9. If the Activation screen shows that there are exceptions, you must perform Exception
handling (see page 1434).
Note
If you receive a message related to the number of available licenses during the promotion
or validation steps, see License check (see page 1348).

Activation screen
Exception handling
Use these steps to correct any data exceptions that might occur during the Activate step (see page
1425).
To correct data exceptions
1. On the Activation screen, click Exceptions to open a list of records in the Data
Visualizer that have data exceptions. This list also provides information about why the
record caused the data exception. For detailed information about diagnosing a data
exception, see Diagnosing data exceptions (see page 1435).
2. Open the data editing window by performing one of the following actions:
To edit a single record, double-click the record.
To edit multiple records, select the records that you want to update, then double-click
the selection (for People and Assignment records only).
To edit all records in single data structure (for example, all Company records), click
Modify All (for People and Assignment records only).
3.
3. Using the Data Editing window, correct the data exception, then click Save to close the
window. The Onboarding wizard removes the corrected records from the Data Visualizer.
Note
If you later want to see the records that you updated, click Corrected. The wizard
redisplays the corrected records that previously were removed from view. See
Controlling which records appear in the Data Visualizer (see page 1436) for more
information about how to control which records appear in the Data Visualizer.
4. Depending on how you chose to review and promote the data (as described in To review
and promote data (see page 1433)), click of the following buttons:
Validate — Manual, validates the corrected data and then waits for you to promote it.
Promote — Automatic, validates the corrected data and automatically promotes data
that passes validation.
5. If the validation test finds more data exceptions, repeat Exception handling iteratively, until
either:
The validation checks no longer find data exceptions
You choose to ignore the data exceptions and start a new onboarding session
You choose to delete the records that are causing the data exceptions and address
those issues at a later time
See Running a new onboarding session (see page 1437), Starting a new onboarding
session (see page 1442), and Deleting records (see page 1437) for information about
the different options for handling data exceptions.
Diagnosing data exceptions

Data exceptions have associated codes and messages that can help you to diagnose the cause of
an exception.
To view the code and message for a specific record, select the record in the Data Visualizer. The
Onboarding wizard displays the associated code and message in the Exception Messages panel
on the right side of the Data Visualizer. The code and the message appear under separate
headings: Exception Codes and Exception Message.
Note
If a data exception occurs during the Promotion step, you will also see a heading for
Exception Text, which contains information related to the data-promotion text.

The information under the Exception Message heading concatenates the codes and the
messages.
If multiple reasons for the exception exist, the Data Visualizer reports all of the related codes in a
semicolon-separated list under the Exception Codes heading. The associated message text also
appears in a semicolon-separated list under the Exception Message heading.
The exception messages always appear in the same order as the codes.
Exception console
The Exception console is another tool that you can use to view and correct data exceptions. The
Exception console organizes the exceptions in a tree format grouped by exception type. After you
correct the exception, the Exception console stops displaying the record.
To use the Exception console
1. Select an exception type from the navigation tree.

Selecting an exception type lists all of the records with that type of data exception in the
table.
2. From the table, select one or more rows. By selecting multiple rows, you can perform bulk
updates.
3. Use the editing panel below the table, perform one of the following actions:
a. Update the field that contains the data exception with the correct content, then click
Update Staging. If you selected more than one row in the preceding step, the change
that you make is applied to all of the selected records.
Note
There is a pair of icons to the right of each field:

i. Using the left icon of the pair, you can expand the text editing field to
make it easier to edit very large text entrie s.
ii. Using the right icon of the pair deletes the field contents and inserts
the string NULL. Insert NULL w hen you specifically want to em pty
the contents of any given field. Placing NULL in the field ensures that
the system interprets the field as empty.
b. Delete the selected records by clicking Delete Staging.
Controlling which records appear in the Data Visualizer

These buttons are available in Data Visualizer to help you control the records that it displays. The
buttons that you see at any given time depend on what you are doing and where you are in the
Review and Activate steps.

Button Description
Back Returns you to the Job Status screen. Available from the Review screen during the Reviewing step.
Clear Removes all of the filters from the columns. Available at any time.
Filters
Refresh All Refreshes the records shown in the Data Visualizer to show their current state. Always available.
Review Use this button to show only records that have not been validated or activated. Available before validating or
Data promoting data.
Exceptions Use this button to show records that contain data exceptions. Available after you validate (or validate and activate)
the data.
Exception Takes you to the Exception console (see page 1436). Available only when data exceptions exist.
console
Corrected Redisplays corrected records (when you correct a record that had a validation exception, the wizard otherwise
removes the corrected record from view). Available after you validate (or validate and activate) the data.
Validated Displays only validated data in the Data Visualizer. Available at any time after the Review step.
Activated Displays the records that you activated (pushed out to the production or test database). When you click Promote ,
neither the edit nor the delete function is available in the data columns. Available after you validate and activate
data.
All Data Displays records related to the current onboarding job. When you click All Data, neither the edit nor the delete
function is available in the data columns. Available at any time after the Review phase.
Deleting records
If you need to delete records from the Data Visualizer because they contain nonfatal data
exceptions or because you chose to address the data exceptions related to those records at a later
time, use the delete icons at the bottom of each column.
Delete Selected deletes the record or records that you select in the column.
Delete All deletes all of the records in the column.
Running a new onboarding session

When you finish promoting the data from an onboarding session and you are still logged on to the
Onboarding Wizard, you can easily start another onboarding session with freshly imported data.
To start a new onboarding session, click New to return to the Phase 1 screen and to clear from
view all data from the previous onboarding session.
Notes
The New button does not delete the data from the staging forms used in Phase 1;
it only removes the data from view. The data in the staging forms is kept in the
staging forms according to value specified in the Keep Promoted Staging Records
field in the Data Management application preferences.

Data that has been activated using the Data Wizard is unaffected by the New
button.
See the Starting a new onboarding session (see page 1442) use cases for more information.
Troubleshooting a job
If you think that your job might have stopped unexpectedly and you want to view details about its
progress, you can check the job in the Data Management Job console. By looking at the job in the
console, you can see information related to its progress. If the job has stopped unexpectedly, you
can see, for example, on which form the job stopped and at which stage, either Validation or
Promotion.
Note
If your job uses the Onboarding Wizard LDAP import method (see page 1430), the Data
Management Job console entry for the job won't contain information about the LDAP
aspects of the job. Click here (see page 1438)for information about troubleshooting the
Onboarding Wizard LDAP import method.
To look at a job in the Data Management Job console
2. On the Job Console, select the required job in the Jobs table and click View.
Troubleshooting an Onboarding Wizard job that uses the LDAP import method
If you are running an Onboarding Wizard job that uses the LDAP import method, the Data
Management Job console entry for the job will not contain any information related to the LDAP
aspect of the job.To perform troubleshooting on a job that uses the LDAP import method, click the
Show log link, as shown in the following illustration.

Related topics
Onboarding wizard use cases (see page 1439)
Exporting onboarding data from the Onboarding wizard (see page 1444)
Onboarding wizard use cases

This section describes real-world use cases for using the Onboarding wizard.
The mode of operation (see page ), Guided or Unguided, doesn't affect the use cases. The
user interface interactions are the same in both modes.
The following use cases are provided:
Onboarding data manually (see page 1439)

Onboarding data using spreadsheets (see page 1440)
Onboarding model data (see page 1441)
Starting a new onboarding session (see page 1442)
Onboarding data manually

This use case describes using the manual data-entry method, with the Onboarding wizard running
in Guided mode.
1. Francie Stafford is a data administrator at Calbro Services. The Calbro IT department has
just installed a new instance of the BMC Remedy ITSM 8.1.02 suite. Francie logs on to the
newly installed system for the first time, and the system automatically displays a message
providing information about Foundation data setup and a link that opens the Onboarding
wizard.
2. Francie clicks the Onboarding wizard link, which opens a splash screen that provides a
quick overview of the wizard. Francie clicks the link to continue.
3. The Onboarding asks Francie if she wants to use Guided or the Unguided mode. Francie
selects Guided mode and starts entering company information.
4.
4. When she finishes entering company information, Francie clicks Next Step, and the wizard
asks her to identify which company is the Onboarding company (see page 1428). Francie
selects Calbro, and the wizard advances to Organization.
5. Francie continues the cycle of entering information and clicking Next Step until she has
entered data for all of the required steps (only steps 1 through 5 are required (see page 1425)
). When Francie clicks Next Step after entering the Assignment information, the wizard
displays information about how to review and promote the data. To continue, Francie selects
Automatic and clicks Finalize Review and Activate. Francie selects the Automatic method
for promoting the data.
6. The Onboarding wizard displays the Data Visualizer (see page 1432) , which provides
Francie with a way to see all of the data and its relationships in one place.
7. Francie reviews the data in the Data Visualizer and notices that one of the records that she
created for Assignment has a mistake in the Assigned Group field for one of the events. In
the Data Visualizer, Francie double-clicks the record with the data exception, and an edit
window opens with the record details. Francie fixes the data exception in the window and
saves the record.
8. Francie clicks Activate, and the Onboarding wizard begins pushing the data to the
production data forms. A panel slides into view and displays a progress bar and information
about the current process (who started it, how long it has been running, and so on). When
the Promote job finishes running, a message is displayed, showing the total number of
records, the number of records promoted to the production data forms, and any data
exceptions found.
9. Francie checks the Exceptions counter located under the Promote progress bar and notices
that a couple of data exceptions occurred during the promotion.
10. Francie clicks Exceptions (see page 1434) to open Data Visualizer, from which she can
review the exceptions and correct them. Francie clicks the record to see a report about what
caused the exceptions. Francie then double-clicks a record to open an editor (like the one
she used to correct the Assignment record). She corrects the condition that created the
exception, then continues to the next record that had an exception. When Francie finishes
correcting the data exceptions, she reruns the promotion. The promotion job processes only
the records that Francie updated, then finishes with no further exceptions.
11. The data that Francie entered manually is now active and available to the system.
12. Francie exits from the Onboarding wizard.
Onboarding data using spreadsheets

This use case describes using the spreadsheet data-entry method, with the Onboarding wizard
running in Unguided mode.
Recently, Calbro Services acquired Conozco, a small consulting firm, and it needs to integrate the
Conozco People records into its database. Francie Stafford, a data administrator at Calbro
Services, uses the Onboarding wizard to accomplish this task.
1.
1. From the Application menu on the BMC Remedy ITSM Home page, Francie selects Data
Management > Onboarding wizard. When asked to choose an operating mode, Francie
selects Unguided. From the Onboarding wizard UI, she clicks Step 6: People. From the drop-
down menu beside Create Data Manually, Francie clicks the paper-clip icon to open the
Import From Spreadsheet option.
2. A few days ago, Francie had performed the procedure described above and clicked Use
template spreadsheet to download the People spreadsheet to her desktop. She then sent a
copy of the spreadsheet to Conozco so that Conozco could provide Calbro with a .csv file of
its People database, which had been normalized with the data structure of the People
spreadsheet.
3. In Excel, Francie opens her local copy of the People spreadsheet and clicks the Non-
Support tab (because none of the Conozco people are IT support people). Francie then
opens the .csv file and performs a copy-and-paste operation to put the data into the People
spreadsheet. Francie saves the spreadsheet and closes it.
4. Francie goes back to the Onboarding wizard UI and clicks Attach My Spreadsheet. She then
navigates to the spreadsheet location on her desktop computer, selects the spreadsheet,
and clicks Import.
5. The Onboarding wizard imports the data from the spreadsheet.
6. When the import finishes, Francie reviews the data in the onscreen table (to the right of the
buttons and links that she used to attach the spreadsheet). Francie does not find any issues
with the data, so she clicks Finalize, Review, and Activate and selects the Manual method
for promoting data.
7. Francie clicks Validate, and the Onboarding Wizard starts running data-verification checks.
When the checks finish running, Francie checks the Exceptions counter located under the
progress bar and notices that exceptions were found. She clicks Exceptions (see page 1434)
to open the Data Visualizer, from which she can review the exceptions and correct them. It
turns out that the Region value was misspelled in the imported data.
8. Francie opens the Exceptions console, and from the navigation panel, she selects Invalid >
Invalid Region to show the list of records with the invalid region. She selects all of the
records, and in the Region field at the bottom of the console, she corrects the spelling and
clicks Update Staging to update the records.
9. Francie clicks Validate to rerun the verification. The verification checks finish with no further
exceptions, the Promote button appears at the bottom of the console, and the Onboarding
wizard pushes the records out to the production database where it is available to the
system.
Onboarding model data

This use case describes using model data to help seed your system with best-practices data.
1. You are an IT operations analyst working for a company that is working toward
implementing a fully mature, ITIL service-desk model. One of the identified milestones on
the road to maturity is the implementation of Operational Catalogs (see page 482) and
Product Catalogs (see page 472), something that until now your service desk has not used.
2.
2. Your company recently acquired and installed BMC Remedy ITSM 8.1.02. As part of the
justification for adopting this specific release of BMC Remedy ITSM, the IT executive team
pointed to Operational Catalog and Product Catalog model data available in the Data
Management Onboarding wizard, which they can use to seed the system with best-practices
catalog data.
3. To implement the model data, you use the Onboarding wizard and import the Foundation
data from your old system into the new BMC Remedy ITSM installation.
4. You also import the Onboarding wizard's model Operational Catalog and Product Catalog
data.
5. After importing the model data, you edit some of the Tier 2 and Tier 3 catalog entries during
the Review step of Phase 2 (see page 1432), to ensure that they match the taxonomy that
your company uses. You perform the edits using the Data Visualizer.
6. When you finish, you review the data and then promote it.
Using People Templates

This use case describes using People templates to simplify the job of importing People data into a
large organization, with complex relationships between user roles and support groups.
1. You are onboarding People data for a large organization that has many user roles across
multiple support groups.
2. To ensure that the complex job of assigning the correct permissions, support groups, and
functional roles to individuals goes smoothly, you decide to use People templates. The
People templates predefine the permissions, support groups, and functional roles attributes
for each user role.
3. From the Onboarding wizard, you download the template spreadsheet from Step 5 ("People
template") on the Onboarding wizard screen, and make copies of it: one for each user role
that you need to define.
4. You set up the spreadsheets according to the instructions provided with them. When you
are finished, you use the Onboarding wizard to import the the People templates into the
staging forms.
5. When you are finished importing the People template information, you proceed with
onboarding the People data in Step 6 on the Onboarding wizard screen, providing the name
of the People template associated with the person's user role in the Template Name
column.
6. The remaining onboarding steps are the same as are described in the other use cases.
Starting a new onboarding session

The following use cases help you to understand a few different scenarios in which you might start a
new onboarding session.
Dismissing non-fatal exceptions

This use case describes how you could handle a case in which the exception errors are nonfatal.
1.
1. Francie Stafford is running several data-load jobs to onboard a series of Organization,

People, and catalog records.
2. When she runs a validation on the People records, several exceptions are returned.
3. When Francie reviews the exceptions, she finds that they were caused by duplicate support
groups; that is, some of the support groups in the data-load job are already present in the
production database.
4. Because these exceptions are nonfatal and do not prevent Francie from running the next
data-load job, she chooses to ignore them. Francie clicks New to return to the Phase 1 user
interface and clear the data with exceptions from view in the staging forms.
Troubleshooting fatal exceptions later

If Francie encountered data exceptions that she could not ignore in the previous use case, she
could still choose to ignore them for now and troubleshoot them later. To do this, Francie:
1. Clicks New to clear the exception data from view.

2. Runs any remaining data-load jobs.
3. Reruns the data-load job that produced the exception.
4. Troubleshoots the data exceptions.
Foundation data onboarding videos and tutorial

The Foundation data onboarding videos and tutorial give you an opportunity to see recorded
demonstrations of onboarding tasks and try each task yourself. The videos are hosted on the BMC
YouTube channel. To complete the tutorial, you need access to BMC Remedy ITSM Data
Management and a login account with Data Management Tool (DMT) admin or user permissions.
Tip
The videos and tutorial are best viewed with the Google Chrome browser. You may have
difficulty viewing the videos with Internet Explorer.

Onboarding videos and tutorial
Click here to view interactive diagram online
Exporting onboarding data from the Onboarding wizard

From the Onboarding wizard, you can export data to spreadsheets for use in onboarding
operations in other systems.
The Export Validated Data button is available from the Onboarding wizard status pane after you
run a validate or an activate operation. When you click Export Validated Data, all data that is free of
data exception flags is exported to a new set of spreadsheets. The export operation creates a
separate spreadsheet for each data structure defined in your onboarding job.
Example
You want to create a set of "golden spreadsheets" from your development environment that
you can later use in your QA environment.
1. After importing data to your development machine using the Onboarding wizard, you
run the Validate step.
2. The Validate step returns a few data exceptions that turn out to be duplicate records,
which you do not care about.
3.
3. You click Export Validated Data, which exports all of the data that is free from data
exceptions to a set of new spreadsheets .
4. You then click Download Validated Data and follow the onscreen instructions to
download the spreadsheets.
5. You save the downloaded spreadsheets for later use in the QA system.
Later, when you are ready to import the data to the QA system, you use the Onboarding wizard on
the QA machine to import the data from the golden spreadsheets that you created earlier on the
development machine.
Note
If the dataload job includes data for more than one company and some of the data for
each company is otherwise identical, when you run an export, the resulting spreadsheet
will appear to contain duplicate records. This is because the spreadsheets do not contain
a Company column.
When you have a situation like this, before you perform the subsequent import, open the
spreadsheet and remove any duplicate records. After you remove the duplicate records,
you can run the import using the Onboarding wizard on the target system, once for each
company.
For example, you have just used the Onboarding wizard to set up a development
environment. The imported data includes records for Company A and Company B. These
companies share support organizations and so the support group information for each
company is identical. You run an export of the data so that later you can set up a QA
environment. To prevent data exception errors when you perform the import, caused by
duplicate records, you open the export spreadsheet and remove one set of support group
records. Later, when you perform the import from the QA system, using the Onboarding
wizard, you run the import twice. The first time that you run the import, you select
Company A as the company. When that import finishes, you run the import again, this
time selecting Company B as the company.
Best practice use case: Using model data to quickly load Foundation data
This topic describes how new BMC Remedy customers can use model data in the Onboarding
wizard to quickly load Foundation data. It also provides an example of how to use the sample data
spreadsheets that are provided by BMC.

Model data is a pre-defined set of typical data, which is based on ITIL best practices. You can use
this model data to seed your new installation with data types that you might not currently have.
Using model data to seed your system greatly reduces the amount of time needed for your
organization to realize value from the new system.
BMC provides sample data spreadsheets (see Spreadsheet files (see page 1446)), which are used
in conjunction with the model data and can be used as examples to help you fill out your template
spreadsheets. Column headings in the spreadsheets provide instructions for completing columns.
Note
If sample data is imported during installation, validation errors will occur if you attempt to
activate the sample data provided.
Spreadsheet files (see page 1446)

Model data (see page 1449)
Sample data (see page 1452)
Example: Loading the sample data and model data using the Onboarding wizard (see page
1453)
Spreadsheet files
The model data spreadsheets are provided in Onboarding_Model_Data.zip while the sample data
spreadsheets are provided in Onboarding_Sample_data.zip.
Before you begin

You should be familiar with the following Foundation information:
Company
A company is a primary data structure in the Foundation.
The following table shows examples of two of the company types supported by BMC Remedy
ITSM that apply to this use case.
Company type Description
Operating company An internal company or business unit for which you provide services
For more information, see the company and company types information provided in Foundation
objects (see page 128).

BMC provides model data in the Model_Data_Company.xlsm template spreadsheet (in the
attached Onboarding_Model_Data.zip).
BMC also provides sample location data for companies in the Onboarding_Sample_Data_Location.
xlsm template spreadsheet (in the attached Onboarding_Sample_data.zip).
Organization
BMC provides sample organization data in the Onboarding_Sample_Data_Organization.xlsm

template spreadsheet (in the attached Onboarding_Sample_data.zip).
Support groups
another.

workflow.
For more information, see Creating support groups (see page 357).
BMC provides model data for support groups in the Model_Data_SupportGroup.xlsm template
spreadsheet (in the attached Onboarding_Model_Data.zip).
When you are creating support groups data, only the Support Organization and Support Group
Name columns in the spreadsheet are required.
People templates
A people template is a representation of a person whereby a common set of people attributes or
fields are used to create people records. The templates provide the ability to create people records
with common sets of permissions, support groups, and functional roles.
The BMC Remedy ITSM installation includes standard people templates and you can create
custom templates. For more information, see Adding people records from a template (see page 359
).
When using people templates, you should be familiar with the information provided at Permissions
groups and application access (see page 199).
BMC provides model data for people templates in the Model_Data_PeopleTemplate.xlsm template

People
People can be defined as support and non-support staff.
Support staff are typical users of the application. They require a login ID, application permissions,
and BMC Remedy AR System licenses, and they must belong to at least one support group.
Non-support users are all other people that work for your company who would require services
from your support groups.
Permissions and functional roles determine what people information can be viewed or modified by
different users. For example, if you have the Contact People Admin permissions, you can change a
person's company or contact information, but not that person's support group association.
Permissions groups are used to grant users access to applications, modules, and sub-components
in the BMC Remedy ITSM Suite. An individual can be assigned to one or multiple permission
groups.
BMC provides sample people data in the Onboarding_Sample_Data_People.xlsm template

spreadsheet (in the attached Onboarding_Sample_data.zip).
Operational catalogs
The operational catalog is defined by using a three-tiered structure, which represents a repository
of operational services that can be performed against configuration items within a given process.
For more information, see Working with operational catalogs (see page 482).
BMC provides model data for operational catalogs in the Model_Data_OperationalCatalog.xlsm

template spreadsheet (in the attached Onboarding_Model_Data.zip).
Product catalog
Product catalog information is used to create and maintain a database of products for a given
company. Product catalog information is optionally configured with either Config Categorization
Admin or Config Categorization User permissions. For more information, see Working with product
catalog information (see page 472) and Product categorization structure (see page 473).
BMC provides model data for the product catalog in the Model_Data_ProductCatalog.xlsm
template spreadsheet (in the attached Onboarding_Model_Data.zip).
Assignment routing
investigations or change requests, to the appropriate support group. For more information, see
Creating assignment routing in a standard configuration (see page 370).
BMC provides model data for assignment routing in the Model_Data_Assignment.xlsm template

You should also be aware of the following spreadsheet instructions, which appear on the first tab of
each spreadsheet.
Note that data you enter in one spreadsheet can depend on data that is either entered on another
spreadsheet or already loaded in the system.
Model data
This section explains how you should use the provided model data and describes the relationships
between data types found in different model data spreadsheets.
Note
If you are performing an import of the model data and you use BMC Remedy ITSM but
you do not use BMC Service Request Management, you must remove the records related
to BMC Service Request Management from the people template model data spreadsheet
(Model_Data_PeopleTemplate.xlsm).
Company
The model data provided by BMC in the Model_Data_Company.xlsm template spreadsheet (in the
attached Onboarding_Model_Data.zip) includes a standardized list of common manufacturers,
which are also referenced in the product catalog model data. Company data does not have
dependencies on other data.
Recommendation
BMC recommends that when you are using the Onboarding wizard guided mode to
import model data, you do not import more than one operating company.

Support groups
BMC provides support groups model data in the Model_Data_SupportGroup.xlsm template
spreadsheet for various support groups; for example, Business Intelligence, Database Support,
Middleware, and Helpdesk. These support groups are referenced by assignment data found in the
Model_Data_Assignment.xlsm spreadsheet. They define the groups that are associated with
people templates in Model_Data_PeopleTemplate.xlsm, and can also be referenced when you use
the Onboarding_Sample_People.xlsm spreadsheet to create your own people records.
People templates
BMC provides the following model data in the Model_Data_PeopleTemplate.xlsm template
spreadsheet:
People template names

Permission groups
Support group associations (The Support Organization field must match an organization
already created or loaded from Model_Data_SupportGroup.xlsm and the Support Group
field must match a support group already created or loaded from Model_Data_SupportGroup.
xlsm.)
Functional roles (The Support Organization field must match an organization already
created or loaded from Model_Data_SupportGroup.xlsm and the Support Group field must
match a support group already created or loaded from Model_Data_SupportGroup.xlsm.)
For more information about functional roles, see Functional roles and extended application access
(see page 251) .
The permission groups, support groups, and functional roles for each people template in the model
data are mapped to the BMC Service Management Process Model (SMPM) roles. For example,
the Incident Management – On-Duty Manager template has the Incident User, Problem Viewer,
and Infrastructure Change Viewer permission groups. In addition, it will associate the user with the
Helpdesk support group (which exists in the model data for support group) and the user will be
assigned the Incident Manager functional role.
For information about user roles and how user roles map to permission groups, see: How roles
map to permission groups (see page 241).
For information about typical permissions combinations used by SMPM, see Typical permissions
combination setups (see page 247).
For more information about SMPM roles, see:
Mapping Incident Management permission roles to BMC Service Management Process

Model roles
Mapping Problem Management permission roles to BMC Service Management Process
Model roles

Mapping Change Management permission roles to BMC Service Management Process

Model roles
Operational catalogs
Only the Categorization Tier 1 column in the Model_Data_OperationalCatalog.xlsm is required. By
default, the operational catalogs will only be associated to the onboarding company (for example,
BMC Onboarding Inc.) unless the Map to Global flag is set to 0.
The operational catalog data does not have dependencies on other data.
Product catalog
The product catalog model data in Model_Data_ProductCatalog.xlsm provides, for example, data
for commonly used operating systems, applications, hardware components, servers, and
networking components.
The manufacturers specified in the product catalog must exist as manufacturing companies, as
specified in the Model_Data_Company.xlsm spreadsheet.
The product catalog model data is referenced in the model data for assignment records. If the
Product Name is specified, the Manufacturer field must be specified as well and the other way
around. The Product Catalog model data references the Company model data and will encounter
validation errors if the Company model data is not imported as well.
By default, the product catalogs will only be associated to the onboarding company (for example,
BMC Onboarding Inc) unless the Map to Global flag is set to 0.
Assignment routing
BMC provides the assignment routing model data in the Model_Data_Assignment.xlsm template
spreadsheet. This spreadsheet has dependencies on the following other onboarding spreadsheets:
Onboarding_Sample_Data_Organization.xlsm
Onboarding_Sample_Data_Location.xlsm
Model_Data_SupportGroup.xlsm
Model_Data_OperationalCatalog.xlsm
Model_Data_ProductCatalog.xlsm
If the columns in Model_Data_Assignment.xlsm related to organization, location, support groups,

operational catalogs, and product catalog contain data, that data must already exist in the system
or it must be loaded at the same time as assignment.

Assignment routing records can be defined for each application and there may be several for each
application depending upon which application roles are supported.
Sample data
BMC provides a set of sample locations, organizations, and people for an example company called
BMC Onboarding Inc. in sample spreadsheets. You can use these spreadsheets as guide for
creating your own spreadsheets. If you import the sample data, it will be associated with BMC
Onboarding Inc.
Organization
BMC provides sample organization records in Onboarding_Sample_Data_Organization.xlsm. This
spreadsheet does not have dependencies on other data.
Organization data is referenced within the Onboarding_Sample_People.xlsm spreadsheet and

within the Model_Data_Assignment.xlsm spreadsheet. Ensure that any references within either
Onboarding_Sample_People.xlsm or Model_Data_Assignment.xlsm spreadsheets have
corresponding entries within the organizational data in the Onboarding_Sample_Data_Organization.
xlsm spreadsheet.
Location
BMC provides sample location records in Onboarding_Sample_Data_Location.xlsm. This
spreadsheet does not have dependencies on other data.
Location data is referenced within the Onboarding_Sample_People.xlsm spreadsheet and within

the Model_Data_Assignment.xlsm spreadsheet. Ensure that any references within either
Onboarding_Sample_People.xlsm or Model_Data_Assignment.xlsm spreadsheets have
corresponding entries within the location data in the Onboarding_Sample_Data_Location.xlsm
spreadsheet.
People
BMC provides sample people records in Onboarding_Sample_People.xlsm.
A fixed license is reserved for a specific user while multiple users can use a floating license one
user at a time. For information about fixed and floating licenses, see License types for users to
access BMC Remedy AR System server.
The values specified in the people sample data must exist in your organization, locations, and
support group spreadsheets.
The people spreadsheet is used to load both support and non-support users.
In the case of support users, the Login ID and License Type fields are required and one of the
following must be true:

The Template Name field is null for a given person and the Additional Support Group
Association tab is completed with relevant information (where the support groups exist in the
support group model data).
The Template Name field is completed with a valid template found in the
Model_Data_PeopleTemplate.xlsm spreadsheet.
In the case of non-support users, the Login ID and License Type fields are not required and one of
the following must be true:
The Template Name field is null for a given person and the Additional Support Group
Association tab is completed with relevant information (where the support groups exist in the
support group model data).
The Template Name field is completed with a valid template found in the
Model_Data_PeopleTemplate.xlsm spreadsheet.
The Template Name column references the people templates specified in

Model_Data_PeopleTemplate.xlsm. For example, in the Onboarding_Sample_People.xlsm sample
spreadsheet, the user Allen has Incident Management – On-Duty Manager specified in the
Template Name column. Therefore, when Allen logs on to BMC Remedy applications, he will have
permissions from the Incident User, Problem Viewer, and Infrastructure Change Viewer
permissions groups. In addition, he will be associated to the Helpdesk support group and will be
assigned the Incident Manager functional role.
You can use the Additional Support Groups and Additional Functional Roles tabs to specify more
support groups and functional roles for each user (based on their Login ID) that are not already
defined in the people template you are using. These tabs are optional. If used, the support groups
must already exist in the system or will be loaded using Step 4: Support Groups of the Onboarding
wizard . When adding additional functional roles, you must complete the information in both the
Additional Functional Roles tab and supply a support group reference in the Additional Support
Groups tab.
Example: Loading the sample data and model data using the Onboarding wizard
The Onboarding wizard steps you through the process of onboarding data. The following Phase 1
steps provide an example of how to load Foundation data using the guided mode in the
Onboarding wizard. The following Phase 1 steps provide an example of how to load Foundation
data into the staging forms using model data and sample data.
If you are not going to use the sample data provided in any of the sample spreadsheets, refer to
the model data and sample data information provided in this topic for instructions on how to set up
your data.
Note

If you are using the model data for production and decide to update it prior to promotion,
you may need to update any data that is referencing it. This applies to all of the following
Onboarding wizard steps.
Step 1, Company
1. From the Onboarding wizard, select Guide me to onboard complete data for a single
company.
2. Create an operating company manually using the Onboarding wizard. For this example,
BMC uses BMC Onboarding Inc.
3. For the Type field, select Operating Company.
4. Click Save.
5. Click the arrow next to Create data Manually and select the paper clip icon .
6. Click Use provided model data in the Onboarding wizard and click Import to import model
data from the standardized list of well-known manufacturers in the Model_Data_Company.
xlsm spreadsheet. In this example, the Company is called BMC Onboarding Inc.
7. After the data is imported, click Next.
Step 2, Organization
1. Select BMC Onboarding Inc from the Select onboarding company drop-down pop-up menu.
2. Click Select/Create.
3. Fill in the Onboarding_Sample_Organization.xlsm template spreadsheet with the appropriate
organization and departments that will be tied your company.
4. Save the spreadsheet on a local drive.
5. Click the Attach my spreadsheet link, select the Onboarding_Sample_Organization.xlsm file
that was previously saved, and import the spreadsheet by clicking Import. This data will be
referenced when defining people (Step 6) and assignment (Step 9) records.
6. Click Next.
Step 3, Location
1.
1. Fill in the Onboarding_Sample_Location.xlsm template spreadsheet with the appropriate

sites that will be tied to your company. Regions and site groups are not required but will help
in organizing your sites.
3. Click the Attach my spreadsheet link, select the Onboarding_Sample_Location.xlsm file that
was previously saved, and import the spreadsheet by clicking Import. This data will be
referenced when defining people and assignment records.
4. Click Next.
Step 4, Support Groups
1. From the Onboarding wizard, click Use provided model data.

2. Click Import to import the data from the Model_Data_Support_Group.xlsm spreadsheet.
3. Click Next.
Step 5, People Template

2. Click Import to import the data from the Model_Data_People_Template.xlsm spreadsheet.
3. Click Next.
Step 6, People
1. Fill in the Onboarding_Sample_People.xlsm sample spreadsheet.

3. Click the Attach my spreadsheet link, select the Onboarding_Sample_People.xlsm file that
was previously saved, and import the spreadsheet by clicking Import.
4. Click Next.
Step 7, Operational Catalogs

2. Click Import to import the data from the Model_Data_OperationalCatalog.xlsm spreadsheet.
3. Click Next.
Step 8, Product Catalogs

2. Click Import to import the data from the Model_Data_ProductCatalog.xlsm spreadsheet.
3. Click Next.
Step 9, Assignment

2. Click Import to import the data from the Model_Data_Assignment.xlsm spreadsheet.
3. Click Next.

Step 10, Finalize - Review, and Activate
The Onboarding wizard asks if you want to promote the data either manually or automatically.
1. For this use case example, select the Manually confirm all data is valid before creating it as
production data radio button and click Review and Activate. This action opens the Data
Visualizer.
2. In Data Visualizer, the Organizational Structures column is open by default. To expand other
columns, click the arrow on the column panel. Review the data to ensure that it is correct. If
you find a problem with a record, double-click the record to open the data-editing window.
Correct the problem, then click Save to close the window.
3. Click Validate. The Onboarding wizard runs the validation tests, but does not promote any
data until you tell it to. If the Activation screen shows that there are no data exceptions, click
Promote to promote the data to the production forms and finish the job. If the Activation
screen shows that there are exceptions, you must perform exception handling. To address
exceptions, see the information provided in Exception handling (see page 1434).
4. After you have addressed any exceptions, click Promote to promote the remaining data.
Best practice use case: Migrating foundation data from BMC Remedy ITSM to a
new Remedy environment
The following use case shows how you can use SQL queries to export your foundation data and
prepare your Onboarding wizard spreadsheets for migrating foundation data from an existing BMC
Remedy ITSM environment to a different BMC Remedy environment; for example, from BMC
Remedy ITSM to BMC Remedy OnDemand. You must ensure that the exported data is formatted
correctly so it can be loaded successfully into the Data Management Onboarding wizard.
SQL queries for exporting the foundation data (see page 1456)
Importing delimited data from a text file into Microsoft Excel (see page 1458)
Copying and pasting data between spreadsheets (see page 1459)
Verifying your data before using spreadsheets to load data into the Onboarding wizard (see
page 1459)
Using database clients to execute queries (see page 1460)
Loading your foundation data (see page 1462)
SQL queries for exporting the foundation data
Notes
When using the following queries, replace the Replace_Company_Name string

with your Company name.

When using queries in Oracle, replace the SQL function CHAR( ) with CHR( ).
You must ensure that the exported data is formatted correctly so it can be loaded
successfully into the Data Management Onboarding wizard.
Microsoft Excel interprets new line characters as a record separator. If there is new
line character embedded in your data, you will need to change it to a different
character; for example, a space. The SQL query for the Location template in the
following SQL queries table contains an example of how to replace a new line or
carriage return character with white space or a semicolon. For example, REPLACE
(GroupNotificationEmail,CHAR(10),';') replaces a new line or carriage return
character with a semicolon.
Modify the WHERE clause in the queries to restrict the data to your requirements
The following SQL queries table shows the SQL queries that apply to each Data Management
foundation template spreadsheet.
SQL queries
Template Tab SQL query
Company.xlsm Company select Company,Company_Type,'' from Com_Company;
Organization.xlsm People select distinct Organization,Department from CTM_People_Organization where

Organization Company='Replace_Company_Name';
SupportGroup.xlsm Support select Support_Organization,Support_Group_Name,case when

Group Support_Group_Role='Help Desk' then 0 else NULL end, case when Vendor_Group=1
then 0 else NULL end,REPLACE(REPLACE(GroupNotificationEmail,CHAR(10),';'),CHAR
(13),';'),'',Description
from CTM_Support_Group where Status=1 and Company='Replace_Company_Name'
group by Support_Organization,Support_Group_Name,Support_Group_Role,
Vendor_Group,GroupNotificationEmail,Description;
Location.xlsm Location select max(Region),max(Site_Group),Site,max(REPLACE(REPLACE(Street,CHAR(10),'

'),CHAR(13),' ')),max(Country),max(State_Province),max(City),max(Zip_Postal_Code),
max(Site_Alias),max(Description)
from SIT_Site_Alias_Company_LookUp where Site=Site_Alias and Status_STL=1 and
Company='Replace_Company_Name' group by Site;
PeopleTemplate. People select Remedy_Login_ID from CTM_People where Remedy_Login_ID is not null and
xlsm Template Profile_Status=1 and Company='Replace_Company_Name';
PeopleTemplate. Permission select Permission_Group,viaTIL_License_Type,Remedy_Login_ID from

xlsm Group CTM_People_Permission_Groups where Permission_Group_Type = 1 and
Permission_Group !='General Access';
PeopleTemplate. Support select Support_Organization, Support_group_name,Default_x,Login_ID from

xlsm Group CTM_Support_Group_Association a, CTM_Support_Group b where a.
Association Support_Group_ID=b.Support_Group_ID and a.Status=1
and Login_ID in (select Remedy_Login_ID from CTM_People where Profile_Status=1 and
Company='Replace_Company_Name');
PeopleTemplate. Functional
xlsm Roles

Template Tab SQL query
select Support_Organization, Support_group_name,Support_Group_Association_R001,

Login_ID from CTM_Support_Group_Association a, CTM_Support_Group b
where a.Support_Group_ID=b.Support_Group_ID and a.Status=1 and Login_ID in (select
Remedy_Login_ID from CTM_People where Profile_Status=1 and
Company='Replace_Company_Name');
People.xlsm People select Last_Name,First_Name,max(Corporate_ID),max(Internet_E_mail),max(Site),max

(Organization),max(Department),max(Remedy_Login_ID), max(Password),max(a.
License_Type),max(Remedy_Login_ID) from CTM_People a LEFT OUTER JOIN User_x
b on Remedy_Login_ID=Login_Name
where Company='Replace_Company_Name' and Profile_Status=1 group by Last_Name,
First_Name,Remedy_Login_ID;
People.xlsm Additional select Login_ID,a.Support_Organization,a.Support_Group_Name from

Support CTM_Support_Group a,CTM_Support_Group_Association b where a.
Groups Support_Group_ID=b.Support_Group_ID and b.Status=1 and Login_ID in (select
Remedy_Login_ID from CTM_People
where Profile_Status=1 and Company='Replace_Company_Name');
People.xlsm Additional select Login_ID,a.Support_Organization,a.Support_Group_Name,FunctionalRoleAlias

Functional from CTM_Support_Group a,CTM_SupportGroupFunctionalRole b where a.
Roles Support_Group_ID=b.Support_Group_ID and b.Status=1 and Login_ID in (select
Remedy_Login_ID from CTM_People
where Profile_Status=1 and Company='Replace_Company_Name') and a.
Company='Replace_Company_Name';
OperationalCatalog. Operational select distinct Service_Categorization_Tier_1,Service_Categorization_Tier_2,

xlsm Categorization Service_Categorization_Tier_3,'' from CFG_Service_Catalog;
ProductCatalog. Product select distinct Menu_Category,b.Menu_Label_1,Product_Categorization_Tier_1,

xlsm Categorization Product_Categorization_Tier_2,Product_Categorization_Tier_3,Product_Name,
Manufacturer,Suite_Definition_, case when Company = '- Global -' then 0 else NULL end
from PCT_ProductCompanyAssocLookup a, PCT_MenuItems b where b.Menu_Type =
'CITYPE' and b.Menu_Value_1 = a.CategorizationSchemaKeyword
and b.Locale = 'en' and b.Menu_Label_1 != 'Service';
Assignment.xlsm Assignment select distinct Assignment_Event,Support_Organization,Assigned_Group,Organization,

Department,Region,Site_Group,Site,Product_Categorization_Tier_1,
Product_Categorization_Tier_2,Product_Categorization_Tier_3,
Product_Categorization_Tier_1,Product_Categorization_Tier_2,
Product_Categorization_Tier_3,
Product_Name,Description from CFG_Assignment where
Company='Replace_Company_Name';
Importing delimited data from a text file into Microsoft Excel

When you execute queries by using your database client, text files are generated that contain
delimited data. You must import this delimited data into an Excel file because the Data
Management Onboarding wizard can only load data from Excel files.
1. Start Microsoft Excel (in Microsoft Windows, click Start > All Programs > Microsoft Office).
2. Select File > Open.
3. In the dialog box select, All Files (*.*) from the drop-down menu to make the text files visible
and select the desired file name.
4.
4. In the Text Import Wizard - Step 1 of 3 window, select the Delimited radio button and click
Next.
5. In the Text Import Wizard - Step 2 of 3 window, select the Other check box and enter the
caret symbol (^) as the delimiter in the text box.
The queries use the caret symbol (^) because commas or the vertical bar symbol (|) are
often used in the data for other purposes.
6. Click Next.
7. In the Text Import Wizard - Step 3 of 3 window, select Text and click Finish.
8. Save this file for future use in XLS format so that you can copy and paste data between
spreadsheets.
Copying and pasting data between spreadsheets
1. Open a Data Management template spreadsheet, for example, Company.xlsm.

2. Open the XLS file where you have save the exported data for Company, for example,
Export_Company.xlsx.
3. Select all the data from the exported spreadsheet.
4. In the open Data Management template spreadsheet, right-click cell number 4 in column A
and select the Paste Special option.
5. In the Paste Special window, select Text and click OK.
Note
If the Paste Special window does not appear do not paste the data. Instead, open
a text editor (for example, Notepad), paste your data into the text editor, copy the
text, and paste it into the spreadsheet by using the instructions for the Paste
Special option.
6. Save the template spreadsheet after you have pasted the data.
Verifying your data before using spreadsheets to load data into the Onboarding wizard
The following issues should be addressed:

Verify that all cells are formatted as text cells. (The tip that is highlighted in green should
appear in the top left corner of the cell for numeric data.)
Verify that all mandatory cells are complete (contain valid data), including cases where cells
are only mandatory if other cells are completed.
Verify that only permitted values are entered. (Check the cells which must contain one of the
values shown in a column heading,)
Verify that no fields exceed the permitted length for the required value. (Field sizes can
change if you have extended a field in your legacy system.)
Delete empty or null rows at the base of the spreadsheet, which cause the scroll bar to
extend.
Validate that none of the Excel sheets have been deleted or renamed.
Verify text fields do not contain leading or trailing blank characters.
Replacing NULL values

If you are using Microsoft SQL Server as your database client, your exported data might contain
NULL values, which are shown as NULL string values in your spreadsheet columns, and which are
considered invalid data. You must replace the data as shown in the example below.
1. Open the Data Management template that contains the invalid data.
2. Replace the NULL values with an empty string.

3. Save the Excel workbook that contains the template. The spreadsheet template is now
ready to load data into the OnBoarding wizard.
Using database clients to execute queries

You can use the SQL queries provided in this section from your Microsoft SQL Server or Oracle
server database client to export BMC Remedy foundation data from your BMC Remedy ITSM
environment.
If you are using database clients with graphical user interfaces, then the Copy and Paste menu
options can be used to move the data into your spreadsheets.

Microsoft sqlcmd
You can use Microsoft SQL Server to execute queries by using SQL Server Management Studio
and performing the following actions:
1. Right-click on the result and choose Select All data, right-click again, and select Copy (or
press Ctrl+C).
2. Paste this data in text format (otherwise the data will contain errors) into the appropriate
spreadsheet template provided with Data Management.
If you use a database-specific command line utility to export data, data formatting options are
required. For example, if you use the SQL Server sqlcmd utility, use the following formatting
options in the attached MSSQL_Export_Foundation.bat file:
sqlcmd -l 65534 -W -h -1 -s "^" -o Company.txt -S DB-SERVER -d DB-NAME -

U LOGIN-ID -P LOGIN-PASSWORD -Q "SET NOCOUNT ON;select a.Company,
Company_Type,Company_Alias from Com_Company a,COM_Company_Alias b where
a.Company_Entry_ID=b.Company_ID;"
sqlcmd options definitions
Options Purpose
-s “^” Defines the ^ character as the column data separator. This character is used because commas and vertical bar
(|) characters are normally used by customers in their data. The column data separator splits data into additional
columns if the separator character is already used in any of your column values. You can choose your own
separator if the ^ character is already present in the your data.
-l <LINE Defines line size

SIZE>
-W Trims the blank spaces at end of the column data
-h 1 Does not print the result heading
-o <FILE Required to provide the output file name for the result
NAME>
-S <DB- Provides database server name

SERVER>
-d <DB- Provides database name to run query on

NAME>
-U <LOGIN- Provides database user login name

ID>
-P <LOGIN- Provides password

PASSWORD>
-Q Provides command line SQL query
SET If this option is used, the query does not print the row count of the text result before the select command
NOCOUNT
ON

Oracle SQL*Plus
If you are using the Oracle SQL*Plus client, you can use the following formatting options in the
attached ORACLE_Export_Foundation.sql batch file:
sqlplus <userlogin>/<password> @ <ORACLE_SID> @ ORACLE_Export_Foundation.

sql
SQL*Plus options definitions
Options Purpose
SET COLSEP "^" Defines the ^ character as the column data separator
SET FEEDBACK OFF Does not print the number of rows for the result at the end of the result
SET ECHO OFF Suppresses the display of commands as they execute
SET PAGES 0 Suppresses the display of all headings, page breaks, and titles in the result
SET LINESIZE 32767 Wraps the result when there are at least 32767 characters
SET HEADING OFF Does not print the result header
SPOOL Company.txt Spools the result in the name file for each query
IBM DB2 client

If you are using the DB2 client, you can use the following formatting options that are in the attached
DB2_Export_Foundation.sql batch file. To execute the SQL batch file, connect to the database by
using the following command:
db2 connect to AR-DATABASE user DB-USER using DB-PASSWORD
After you are connected to the database, the SQL batch file can be executed by using the following
command in the same active terminal session:
db2 -vtf DB2_Export_Foundation.sql
DB2 command options
Options Purpose
EXPORT TO Company.txt Export result to named file
OF DEL MODIFIED BY NOCHARDEL COLDEL ^ Separate columns by caret symbol (^)
Loading your foundation data

After you have created your spreadsheets, you can now load the data by using the Onboarding
wizard. For information, see Onboarding Foundation and Assignment data, version 8.1.02 and later
(see page 1419).

Configuring the LDAP import method

You can import support and non-support People information directly from your company's active
directory using the LDAP import method (see page 1419).
Note
If you import Support people information, you will need to open the records after you
import them to add permissions.
Before you can use the LDAP method, however, you must configure your system to support it.
Notes
To perform the procedures described in this topic, you need DMT Admin permissions (for
working in the Data Management console) and AR System Administrator permissions (for
working in the BMC Atrium Spoon client).
In these procedures, you must identify an LDAP attribute that is unique to each record
(for example, objectGUID) to help identify records that have errors during the import
process. Consider this requirement before you start these procedures.
LDAP configuration overview (see page 1463)

Creating the transformation (see page 1464)
Creating the Atrium Integrator job in the Atrium Integrator Spoon client (see page 1471)
Configuring the Onboarding wizard to connect with the LDAP server (see page 1471)
Configuring the maximum number of allowed errors (see page 1473)
LDAP configuration overview

To configure your system to support the LDAP import method, you must perform the procedures
shown in the following diagram.
Tip
Click the procedure name to see information about how to perform the procedure.

The LDAP import method configuration
Creating the transformation

In this procedure, you use a template to create a new transformation in the the Atrium Integrator
Spoon client. This transformation provides mappings between the LDAP user attributes and the
fields on the CTM:LoadPeople form.
To create the transformation
1. On the computer where the Atrium Integrator Spoon client is installed, select Start >
Programs > BMC Software > AR System > BMC Atrium Integrator Spoon .
2. In the Atrium Integrator Spoon window, select Tools > Repository > Explore.
3. Locate and open the onboarding transformation template for the connection protocol you will
use:
BMC_Onboarding_Template_LDAP_People
BMC_Onboarding_Template_LDAP_People_Secure (for LDAP SSL)
4. Make a copy of the template by renaming it:
a.
4.
a. Click File > Save as.
The Transformation Properties dialog box opens.
b. In the Transformation Name field, type the new name.
5. In the transformation diagram, double-click the DMT_LDAP_INPUT step; then make the
following entries in the LDAP Input dialog box:
a. Change the default values in the General and the Search tabs to match those of your
LDAP environment.
Later, in substep e, you will restore these default values. The table that you can open
in sub-step e (see page 1465) provides a list of the default values, so you don't need
to make a note of them now.
Notes
The fields are case sensitive.

Ensure the Trust Store Path that you specify in this step is accessible by the
Atrium Integrator Spoon client.
b. (Optional) On the General tab, click Test Connection to confirm that you can connect
to the LDAP server with the information that you provided in the General.
c. Open the Fields tab and click Get fields to retrieve the LDAP user attributes from the
LDAP server.
d. When the transfer of LDAP user attributes is complete, review the attributes to
confirm that they are correct and that they are String type.
For example, make sure that the Type value for each attribute is valid, based on the
information that is contained within the attribute.
e. Restore the default values and selections used for each setting in the General and
the Search tabs.
The following tables and illustrations show you the default values. You can cut and
paste the text in the table back into the fields.
Click here to expand the table with the default values and to reveal the related screen
captures.
Default values and selections for General and Search tabs
General tab
Notes
Although you cannot see the value of the Password field because of the
mask, ensure that you specify the default password: ${Bind_Password}.

You need to restore the default values to the Certificate fields (the red box
in the illustration that follows) only if you are using the
BMC_Onboarding_Template_LDAP_People_Secure template.
For your convenience, you can copy the default values from the table and paste them
into the corresponding field.
Field or check box Default value or selection
Host
${LDAP_Host}
Port
${LDAP_Port}
Protocol LDAP (BMC_Onboarding_Template_LDAP_People)

Note: The default value depends on the template or
that you are using.

LDAP SSL
(BMC_Onboarding_Template_LDAP_People_Secure)
Use authentication Selected
User name
${Bind_UserName}
Password
${Bind_Password}
Use certificate (if using the the secure template) Selected
Trust store path (if using the the secure template)

${Trust_Store_Path}
Trust store password (if using the the secure

${Trust_Store_Password}
template)
Trust all certificates (if using the the secure Unselected

template)

Search tab
Dynamic search base Not selected
Search base fieldname Not available
Search base
${Search_base}
Dynamic filter string Not selected
Filter string fieldname Not available
Filter string
${Search_FilterStr}
f. Click OK to close the dialog box.

6. In the transformation diagram, double-click the Define LDAP Unique Identifier step.

6.
Note
In this step, you identify an LDAP attribute that is unique to each record, for
example, objectGUID. The actual unique identifier that you use depends on the
specifics of your environment.
The LDAP Unique Identifier that you specify here is used to identify problematic
records in the import error log. If an error occurs during the LDAP import, the
system provides you with a link to an error log that you can use to identify which
record had a problem and what the problem was. After you identify the problematic
record, you can choose to edit it in the active directory or to filter it out of the LDAP
import using a custom search filter.
a. In the Formula column of the Formula dialog box, click LDAPUniqueAttributeName

and in the edit box that appears, type the name of the LDAP unique attribute to use
as the identifier. Make sure that you enclose the value in double quotes; for example,
type "objectGUID".
b. To close the edit box and save the update, click OK.
c. In the Formula column of the Formula dialog box, click LDAPUniqueIdentifier and in
the edit box that appears, type the name of the LDAP unique identifier. Make sure
that you enclose the value in square brackets; for example, type " objectGUID" .
Note
The name that you provide for the LDAPUniqueAttribueName and the
LDAPUniqueIdentifier must be the same, as shown in the examples
provided in sub-steps a. and c. Only the enclosing characters, that is, the
double-quotes and the square brackets are different.
d. To close the edit box and save the update, click OK.
e. Click File > Save.
7. In the transformation diagram, double-click the AROutput step.
Note
If you have an existing connection to the AR System server, you can use that
connection in this step. If you have an existing connection, you can skip sub-step
a.
a.
a. Click New to c reate a new connection for the AR System server.

The Database Connection dialog box opens. If you chose to perform this step, you
will be able to use the new connection in future transformations.
b. Click Test to test the connection with the AR System server.
c. If the connection is working, click OK twice, to dismiss the system message and then
the dialog box.
d. Open the Field Mapping tab, then click Edit Mapping.
The Enter Mapping dialog box opens.
e. Create the mappings between the LDAP user attributes and the fields on the CTM:
LoadPeople form.
i. In the Enter Mapping dialog box, make a selection from the Stream fields
column (where the LDAP user attributes are listed)
ii. Make a corresponding selection from the Form Fields column (where the CTM:
LoadPeople form fields are listed),
iii. Click Add.
f. Map the following CTM:LoadPeople fields as shown below:
Parent_Job_GUID --> Parent_Job_GUID
Parent_JobID --> ParentJobID
Assignee Groups --> Assignee Groups
JobCompany --> Company
LicenseType --> License Type2
LDAPUniqueIdentifier --> Alternate ID
UDMSource --> UDM_Source
g. Map the following required CTM:LoadPeople form fields to the corresponding Stream
fields (the names of the Stream fields can vary, depending on your LDAP
environment):
Last Name
First Name
Site
h. To save the mappings, click OK.
8. Open the General tab and from the Connection drop-down menu, select AR Server.
Tip
To verify that you chose the correct connection, click Edit and check the AR
System server connection variables in the Database Connection dialog box. If
these variables are not present or are incorrect, check that you selected the
correct connection. If you selected the correct connection, then you need to re-
enter the variables.
9. Click OK to save and close the AROutput step.

10. In the Atrium Integrator Spoon window, click the Save icon to save the transformation.

Notes
If you are continuing now with the next procedure, leave the Atrium Integrator
Spoon client open; you will perform the next procedure in the Spoon client.
Creating the Atrium Integrator job in the Atrium Integrator Spoon client
In this procedure, you use a template to create a new job in the Atrium Integrator Spoon client. In
the next procedure, you will point to this job from the Atrium Integrator Jobs console of the BMC
Remedy ITSM Data Management component.
To create the Atrium Integrator job
1. From the repository, open BMC_Onboarding_Template_LDAP_People job template for the

connection protocol you will use:
BMC_Onboarding_Template_LDAP_People
BMC_Onboarding_Template_LDAP_People_Secure (for LDAP SSL)
2. Make a copy of the template by renaming it:
a. Click File > Save as.
The Job Properties dialog box opens.
b. In the Job Name field, type the new name.
3. In the job diagram, double-click the BMC_Onboarding_Template_LDAP_People step; then
make the following entries in the Job entry details for this transformation dialog box:
a. In the Name of job entry field, t ype the name that you created in Step 4 (see page
1464) of the procedure to create the transformation.
b. On the Transformation s pecification tab, change the content of the Specify by name
and directory to match the name and directory that you entered in Step 4 (see page
1464) of the procedure to create the transformation .
c. Click OK to close the dialog box.
4. In the Atrium Integrator Spoon window, click the Save icon to save the transformation.
Configuring the Onboarding wizard to connect with the LDAP server

In this procedure, you set up the connection information from the Onboarding wizard of the BMC
Remedy ITSM Data Management component to the LDAP server and to the Atrium Integrator job.
To create a connection from the Onboarding wizard to the LDAP server
1. From the Application menu on the IT Home page, select: Data Management > Onboarding
Wizard.
2. Click Step 6 People.
3. Open the Create Data Manually drop-down menu and select Load data into the system
using Lightweight Directory Access Protocol (LDAP).
The screen refreshes to display the fields you need for setting up the LDAP connection.
4.
4. Click Manage Settings (the gear icon – you can see this icon only when you are logged in
with DMT Admin permissions).
5. In the Manage LDAP Settings dialog box, click Add and provide the parameters that the
Onboarding wizard uses to connect with your LDAP environment.
Click
Click here to see a list of the parameters with explanations
Parameter Additional information
Setting A meaningful, unique name for this set of connection parameters. If, over time, you configure multiple
Name LDAP connections in the Onboarding wizard, you use the Setting Name to identify and select this
connection from the drop-down menu that is associated with the Setting Name field.
Company The company for which the connection is being defined.
Host The host name of the LDAP server to which you are connecting.
Port The port number of the LDAP server.
Username The user name that you use to connect to the LDAP server; this username must have permissions to
access the people data information you will import.
Password The password for the username.
Search The name of the directory on the LDAP server (or LDAP "distinguished" name ) from which the Onboarding
Base wizard begins the search for the people records
Atrium Be sure to specify the name of the job that you created inStep 2 (see page 1471) of the Creating the Atrium
Integrator Integrator job in the Data Management console procedure.
Job Name
(optional) Select this if you used the BMC_Onboarding_Template_LDAP_People_Secure transformation

Use templates when you created the transformation.
secure If you select this option, you also must supply the following information:
connection Trust Store path – the path to the Trust Store. The Trust Store is where you store the SSL
certificates.The AR System server must be able to access this location.
Trust Store password – the password for the Trust Store.
(optional) If you select this option, you must supply a search filter. The search filter is an argument that the
Use Onboarding Wizard uses to identify on the LDAP server the people records that you need to import. For
custom example, you might indicate: objectClass=Person. In this example, the Onboarding Wizard will import all of
filter the records in the indicated search base on the LDAP server that have an object class of Person.
6. Click Save.
The system adds an entry for this set of connection parameters to the table in the Manage
LDAP Settings dialog box and to the drop-down menu associated with the Setting Name
field.
Notes
If you later must disable a connection entry from the drop-down menu, highlight the
connection in the Manage LDAP Settings dialog box and click either: Delete, to
remove it entirely; or click Offline to disable it temporarily.

To update a connection, highlight it in the Manage LDAP Settings dialog box and
click View. The connection record opens in edit mode and you can make your
changes.
7. (Optional) Designate a default connection in the Manage Settings dialog box table. Highlight
the connection and click Set as Default. If you have a multitenant environment, you can
create a default connection for each company.
Note
If you have multiple LDAP environments that reference the same Atrium Integrator job,
you can:
Repeat the Configuring the Onboarding wizard to connect with the LDAP server (see
page 1471) procedures, provide different connection information. Be sure to specify the
same Atrium Integrator job.
Configuring the maximum number of allowed errors

When you run an import using the LDAP method, the import process samples the imported records
periodically (be default, every 1000 records) to determine the number of errors encountered in the
sampled records. By default, if 20% of sampled records have errors, the import process halts the
import. You can configure both of these setting from the AROutput step of the transformation used
by the import, as described in the following procedure.
To configure the maximum number of allowed errors
1. On the computer where the Atrium Integrator Spoon client is installed, select Start >
Programs > BMC Software > AR System > BMC Atrium Integrator Spoon.
2. Open the Repository.
3. In the Atrium Integrator Spoon window, select Tools > Repository > Explore.
4. Locate and open the transformation you need to update.
5. Double-click the AROutput step.
6. From the Step Error handling settings dialog box, change the following settings according to
your needs:
Max % of errors allowed–The default setting is 20%. If 20% of the records sampled
have errors, the error handling feature halts the import process. If you need to disable
the error handling feature, clear the field so that it is blank. If the field is blank, the
error handling algorithm allows 100% errors, effectively disabling the feature.

Min nr of rows to read–The default setting is 1,000. This value controls how often the
error handling feature samples the import process for errors. For example, if you
leave this setting at its default value and the Max % of errors allowed value at its
default setting (20%), then after every thousand records are imported, the error
handling feature checks the percentage of records with errors. If the percentage is
equal to or greater than 20%, the error handling feature halts the import.
7. Click OK.
Running the Configuration Check Utility for UDM

To run successfully, the Data Management utility must communicate with a series of supporting
background applications, plug-ins, and forms. If a Data Management job fails because of an issue
with the supporting environment, you could spend a lot of time troubleshooting the issue, adjusting
the configuration parameters, and rerunning the data-load job. To significantly reduce the likelihood
that jobs will fail for environment-related reasons, BMC strongly recommends that you run the BMC
Remedy Configuration Check utility, as described in this topic, at the start of every Data
Management session.
Note
In general terms, the BMC Remedy Configuration Check utility is a BMC Remedy AR
System utility that examines how the following entities are configured, and reports any
problems that it finds with them:
BMC Remedy AR System configuration

Customizations
You can also use the BMC Remedy Configuration Check utility to inspect the
environment for Data Management. This specific use of the BMC Remedy Configuration
Check is what we describe here.
For instructions about how to perform more general configuration checks on the BMC
Remedy AR System, AR System server, and customizations, see Performing pre-
upgrade checks and configuration checks.
If the BMC Remedy Configuration Check utility finds issues, it points you to information about how
to correct them.
What does the BMC Remedy Configuration Check utility look for? (see page 1475)
In what modes does the BMC Remedy Configuration Check utility run? (see page 1479)
How do I run the BMC Remedy Configuration Check utility? (see page 1480)

What does the BMC Remedy Configuration Check utility look for?
When you run the BMC Remedy Configuration Check utility for Data Management configuration, it
performs the checks described in the following table.
Area checked What it checks for
MSSQL DB
performance Is the READ_COMMITTED_SNAPSHOT parameter on?
configuration: If this parameter is turned off, the configuration check utility returns a message asking you to turn
it on.
Is the XACT_ABORT parameter turned off?
If this parameter is turned on, the configuration check utility returns a message asking you to turn
it off.
AR System server
configuration: Are escalations enabled?
Is the maximim number of filters for an operation set to 500000?
Is the maximum stack size of filters set to 10000?
Does the Command Automation Interface (CAI) plug-in configuration have a private RPC? (If it
does, it checks the ar.conf file for a definition of the private queue.)
Remedy Application Can the BMC Remedy Configuration Check utility communicate with the AR System server using the
Service Password: password provided for members of the server group?
Data Management
load file path: Is the Data Management path set in SYS:System Setting?
Can the BMC Remedy Configuration Check utility write to the specified directory?
Data Management
plugin configuration: Can the BMC Remedy Configuration Check utility communicate with the Carte server by opening
a socket connection for each entry in the UDM:Config form?
Is the socket connection at the configured port?
If this environment is a server-group environment:
Does the UDM:Config form contain an entry for each AR System server in the group?
Are escalations enabled on at least one of the AR System servers in the group?
Messages from the BMC Remedy Configuration Check utility
The following table lists the messages that the BMC Remedy Configuration Check utility returns
when it is run for Data Management.
Message Probable cause or action to take
The check could not query server parameters by using the GSI API call.
The check could not
query the server
parameters.
In a single-server environment, ensure that escalations are turned on.

Escalations are
disabled on localhost:
hostName.

The minimum value must be 500,000. This value is configured in the ar.cfg file (ar.conf in UNIX
The Filter-Max-Total:
environments).
number, is less than
number.
The minimum value must be 10,000. This value is configured in the ar.cfg file (ar.conf in UNIX
The Filter-Max-Stack:
environments).
number, is less than
number.
Ensure that the plug-in is configured in Program Files\BMC Software\ARServer\pluginsvr.xml.

The plugInName plugin
is not configured in
pluginsvr_config.xml.
Configure the CAI plug-in to use a private RPC socket in Program Files\BMC
The check could not
Software\ARSystem\Conf\ar.cfg (ar.conf in UNIX environments).
retrieve the
PRIVATE-RPC-SOCKET
from the ar.cfg file.
Configure the CAI plug-in to use a private RPC socket in Program Files\BMC
For the CAI plugin:
Software\ARSystem\Conf\ar.cfg (ar.conf in UNIX environments).
plugInName, a private
RPC
is configured in the
pluginsvr_config.xml
file
but not in the ar.cfg
file.
The number of threads that you allocate depends on your environment and the number of
You must allocate more
cores that you are using.
threads for the
CAI plugin private RPC
queue.
Depending on the content of the system message, verify that the host server is running and
The check could not
that there are no network issues preventing communication.
query the
UDM:RAppPassword form:
systemMessage.
You must configure or update the contents of the UDM:RAppPassword form.

The UDM:RAppPassword
form has not been
configured.
You must configure the host-name parameter in the UDM:RAppPassword form.

The check could not
locate an entry for
hostName in the UDM:
RAppPassword form.

You must configure or update the password in the UDM:RAppPassword form on the indicated
The check could not
server.
verify the password
for:
remedyApplicationServic
e on :
serverGroupMemeberID.
Open the UDM:RAppPassword form and provide a password.

The check could not
verify the Remedy
Application password
for
e
, the Password field
is empty.
The Data Management File Path verification failed. For troubleshooting information, see the
The check cannot read
BMC Communities posting at Unified Data Management Settings.
or write to the
Data Management Load
Path: pathName.
You must configure the Data Management Load Path parameter in Foundation > Advanced
The Data Management
Options > System Configuration Settings - System Settings.
Load Path parameter is
not set in the SYS:
System Settings form.
The server hosting this form might not be running, or network issues might be interfering with
The check could not
communication to the server. The content of the message itself provides the specific details.
query the 'SYS:System
Settings'
form: systemMessage.
Verify that the port number of the Carte server in the UDM:Config form is correct.
The check could not
connect with the Carte
server:
serverName at the
specified port number.
Refer to the content of the message itself for the exact nature of the connection failure, and
Connection failed to
address the problem accordingly.
carte server:
systemMessage.
At least one server in the server group must have escalations turned on. For more information
Escalations are
about this requirement, see Overview of the data load process.
disabled on all of the
server group
members.
This message is informational. No action by you is needed.

Escalations are turned

on only on: serverName.
This message is informational. No action by you is needed.

Escalations are
enabled on number
members of
the server group:
serverNames.
Either the ARDBC Pentaho plug-in is disabled in the pluginsvr_config.xml file, or an entry for
The check was unable
the Pentaho plug-in is missing from the ar.cfg file (ar.conf in UNIX environments).
to determine the
status
of the Pentaho plugin.
Check the password in the UDM:RAppPassword file for the application service named in
The check could not
remedyApplicationService.
confirm the Pentaho
plugin
status; the Remedy
Application Service
password
for
e was not found.
Manually investigate why the Pentaho plug-in is not running. A pluig-in configuration error
The Pentaho plugin is
might have occurred.
not running on :
serverNames.
Manually investigate why the Pentaho plug-in is not running. A logon error might have
The Pentaho plugin is
occurred. Common causes of this error include the following issues:
not running on :
serverNames. A disruption occurred in the network infrastructure.
The hosting server is not running.
The Penatho plug-in is not configured in the ar.cfg file (ar.conf in UNIX environments).
Add server group member serverName to the UDM:Config form.

Server group member
serverName is
missing from the UDM:
Config form.
Add Server Connect name serverName to the UDM:Config form.

Server Connect name
serverName is
missing from the UDM:
Config form.
Manually investigate why the Pentaho plug-in is not running. A logon error might have
occurred. Common causes of this error include the following issues:
A disruption occurred in the network infrastructure.

The hosting server is not running.

The check could not
The Penatho plugin is not configured in the ar.cfg file (ar.conf in UNIX environments).
log into or
query the following
forms: formNames.
In what modes does the BMC Remedy Configuration Check utility run?
The BMC Remedy Configuration check can run in several modes:
GUI mode
Command-line mode
Script mode
The mode to use depends on your environment or what you are trying to achieve, as described in
the following table. See How do I run the BMC Remedy Configuration Check utility? (see page 1480)
for detailed information about each mode.
Mode Description Executable
GUI GUI mode provides you with an interactive, Windows-type environment from which you configchecker-ui.bat (for
can run the BMC Remedy Configuration Check utility manually and view the results. Use Microsoft Windows)
GUI mode any time that you are working in a Windows environment or an emulated
configchecker-ui.sh (for
Windows environment and want to run the checks manually.
UNIX)
Command Command-line mode provides an interactive way to run the BMC Remedy Configuration configchecker.bat (for
Line Check utility manually from a command prompt. Use command-line mode when you are Microsoft Windows)
working from a terminal that does not have Windows or Windows emulation capabilities.
configchecker.sh (for
UNIX)
Script Script mode provides you with a way to run the BMC Remedy Configuration Check utility configchecker.bat
as part of an automated job. commandLineArguments
(for Microsoft Windows)
configchecker.sh
commandLineArguments
(for UNIX)
Where do I run the BMC Remedy Configuration Check utility?
Where you run the BMC Remedy Configuration Check utility depends on whether you are
operating a single AR System server or multiple AR System servers in a server group:
Environment Details
Single server If your environment uses a single BMC Remedy AR System server, run the BMC Remedy Configuration
Check utility directly on the AR System server that you use for your data-load jobs. Do not run the utility remotely.

Environment Details
Server group In a server-group environment, BMC recommends that you run the BMC Remedy Configuration Check utility
from the server in the group on which escalations are enabled. From the server that has escalations enabled,
the utility runs against all of the servers; however, keep the following points in mind:
If you configured the ranking for servers , you need to address only the error or warning messages that
the BMC Remedy Configuration Check utility issues for the Carte server. You can safely ignore the
messages issued for the other AR System servers in the group.
If you configured a default Carte server and are running load balancing in your environment, you must also
pay attention to any error or warning messages related to the Pentaho plug-in that the BMC
Remedy Configuration Check utility issues for all of the AR System servers in the group.
How do I run the BMC Remedy Configuration Check utility?

The following sections describe how to run BMC Remedy Configuration Check in its various
modes:
GUI mode (see page 1480)

Command Line mode (see page 1482)
Script mode (see page 1485)
Note
Before you run the utility, ensure that the environment variable, JAVA_HOME, is pointing
to the jre folder; for example:
JAVA_HOME=C:\Program Files\Java\jdk1.6.0_23\jre
or
JAVA_HOME=/usr/java/jdk1.7.0_40
export JAVA_HOME
Running the BMC Remedy Configuration Check utility in GUI mode
This section describes how to run the BMC Remedy Configuration Check utility for the Data
Management utility, using the GUI.
To run the BMC Remedy Configuration Check utility in GUI mode
1. Run the executable appropriate to your operating system:

Microsoft Windows: configchecker-ui.bat
UNIX: configchecker-ui.sh
For UNIX, provide executable permissions to configchecker-ui.sh. Use any X-Server
utility (for example, MobaXterm) to start the BMC Remedy Configuration Check GUI.
2.
2. Complete the fields that require input. If you have run the BMC Remedy Configuration
Check utility previously, many of these fields might already have valid entries. For the
Products field, however, ensure that you select UDM.
Field Description
Name
Categories All checks are classified into two categories: Pre-upgrade checks and Configuration checks. These
categories indicate when a particular check must be run.
Products Displays a list of products for which the utility is executed. From the list, select UDM
DB Host BMC Remedy AR System database host name
DB Type BMC Remedy AR System database type
The following fields are displayed in the DB Type Configuration window:

Oracle, MS-SQL, DB2, or Sybase — Select the required database from these options.
Unicode — Select this option for a unicode database.
Windows Authentication or SQL Authentication — Select either of these options for authentication.
Host Name — BMC Remedy AR System server host name
Port — Port number for the BMC Remedy AR System server
DB Instance Name — Name of the database instance
AR System DB Name — BMC Remedy AR System database name
User — BMC Remedy AR System server user name
Password — BMC Remedy AR System server password
AR Server BMC Remedy AR System server name
AR User BMC Remedy AR System server user name
The following fields are displayed in the AR System server user name configuration window:
AR Server — BMC Remedy AR System server name
Port — Port number for the BMC Remedy AR System server
User — BMC Remedy AR System server user name
Auth String — Authentication string for BMC Remedy AR System server
AR Install BMC Remedy AR System installation directory. You must specify this path for a fresh installation. However,
Dir this is optional for the upgrade process, because the utility automatically finds this path by querying the
BMC Remedy AR System server.
Temp Dir Location of the temporary directory. This input is mandatory for BMC Remedy IT Service Management
Suite (ITSM) and Service Level Management (SLM) products. If you do not provide this path, this check
fails.
Load Pre- Name and location of the input configuration file that contains the framework configuration and information
Check about the BMC Remedy Configuration Check utility plug-ins. By default, the value of this field is the name
Config File and location of the OOTB configuration file. Click Browse to change the file name and location.
Note: BMC recommends that you run the utility with the default configuration file.
Load Location at which the result file is created. Click Browse to change the default location of the result file. The
Existing existing result file can also be loaded to see the status of the last run.
Result File

The configuration choices for the BMC Remedy Configuration Check utility are saved in the
configchecker_config.xml file. If you change the configuration, the configuration file is saved
as a new file, and subsequent changes are made to that file. (The original configuration file
that is shipped with BMC Remedy AR System is backed up as a separate file.)
3. Click Next to open a window that displays all of the available checks based on the input that
you provided in the previous window.
Note
When you click Next, the AR Server, Temp Dir, and AR Install Dir fields are
validated. If an error occurs, you must resolve it before going to the next screen.
A summary of some of the input is displayed in read-only mode at the top of this window.
The Summary tab displays the precheck name, the product for which the checks will be
executed (UDM), and the status of the checks.
4. If the prechecks are not already selected, select all of them and click Run to execute the
selected checks.
Reporting
After the checks are executed, if all of the checks pass, no messages are displayed on the Errors
/Warnings tab. If errors or warnings occur, they are displayed in detail in the tab. Additionally, the
Hints column contains links to helpful information about errors that occur.
The results are stored in an XML file (configcheckResult.xml) in the configchecker folder. Even if
you close the GUI session or restart the system, you can still view the status of the last BMC
Remedy Configuration Check utility run by loading this XML file.
If you immediately rerun the utility, the system overwrites the configcheckResult.xml file. If you
rerun the checks after you click Prev, or if you close the utility and reopen it, the system backs up
the current result file up appending a time stamp to the file name.
Running the BMC Remedy Configuration Check utility in command-line mode
This section describes how to run the BMC Remedy Configuration Check utility for the Data
Management utility, using the command-line interface.
To run the BMC Remedy Configuration Check utility using the command-line interface
1. Run the executable appropriate to your operating system:

Microsoft Windows: configchecker.bat
UNIX: configchecker.sh.
For UNIX, provide executable permissions to configchecker.sh .
2.
2. In the command-line window, provide the required inputs using the commands given in the
following table:
Command Description
Enter the following BMC Remedy AR System configuration details:

AR
Auth String — Authentication string for BMC Remedy AR System server
Login
User Name — BMC Remedy AR System server user name
[log]
AR Server — BMC Remedy AR System server name
Port — Port number for the BMC Remedy AR System server.
This input is mandatory for the majority of checks.
Enter the following database-compatibility information:

DB
MS-SQL (1), Oracle (2), DB2 (3), or Sybase (4) — Select the required database from these options.
Login
Host Name — BMC Remedy AR System server host name
[db]
TCP Port — Port number for the BMC Remedy AR System server
DB Instance Name — Name of the database instance
AR System DB Name — BMC Remedy AR System database name
Windows Authentication or SQL Authentication — Select either of these options for authentication.
Unicode — Select this option for a unicode database.
DB User — BMC Remedy AR System server user name
Allows you to change the name and location of the input configuration file that contains the framework
Input
configuration and information about the BMC Remedy Configuration Check utility plug-ins. By default, the
Config
value of this command is the name and location of the out-of-the-box configuration file.
File [f]
Note: BMC recommends that you run the utility with the default configuration file.
Allows you to change the name and location of the result file. This input is optional. By default, the BMC
Result
Remedy Configuration Check utility result file is created in the configchecker folder with the name
File
configcheckResult.xml.
[rf]
Allows you to change the location of the temporary directory (a mandatory input for the BMC Remedy ITSM
Path (AR
and SLM products) and the BMC Remedy AR System installation directory (an optional input).
/Temp)
[path]
Allows you to change the report mode to info, warning (default), or error. Error details are displayed based
Report
on the report mode, the error details are displayed. If the report mode is set to info, all messages are
Mode
displayed. If the report mode is set to warning, the error details display warnings and errors, and the info
[rmode]
messages are ignored.
Allows setting product types. Ensure that you execute the Load Configuration ([lc]) command, so that the
Set
existing product list is displayed by the [spt] command. Select UDM by entering 1 (or, to deselect it, enter 0
Plugin
).
Type
ARS — BMC Remedy AR System
List
CMDB — BMC Atrium Core
[spt]
ITSM — BMC Remedy IT Service Management Suite
SLM — Service Level Management
SRM — Service Request Management
SSI — BMC Remedy ITSM Preconfigured Stack installer
UDM — Data Management Utility
All checks are classified into two categories: Pre-upgrade checks and Configuration checks. These
categories indicate when a particular check must be run.

Command Description
Set
Categori
es
[scat]
Executes the selected checks. The following options are available:

Run
0 — Run All (All checks are executed, and a result file is generated.)
Test
1 — Run Failed (If an earlier result file is present, only failed checks from the earlier run are
[run]
executed; if no earlier result file is present or no failed checks are found, no action is taken.)
2 — Run by Name (Specific checks can be executed. To view the configured plug-in names, run the
Get List Plugin [glp] command.
Displays the result from the last run. The following options are displayed:
Show
0— If you select this option, the following suboptions are available:
Result
0 — The BMC Remedy Configuration Check utility summary is displayed on the screen,
[res]
including the BMC Remedy Configuration Check utility name, the product, and the status.
1 — Displays detailed information about all failed checks. This is the same output that is
displayed on the Errors/Warning tab of the GUI.
2 — Results of specific checks are displayed when you provide the name of the BMC
Remedy Configuration Check utility report file.
1 — The BMC Remedy Configuration Check utility generates the HTML report of the last run, and
the file path is displayed on the screen. This is the same report that you can also generate from the
GUI.
Note: The HTML report generated by the BMC Remedy Configuration Check utility must be started
from the same folder in which it was created.
Enables you to encrypt the AR System server password or the database user password and display the
Encrypt
encrypted string. This command enables you to manually add the encrypted string to the input
Password
configuration file.
[ep]
Loads the existing BMC Remedy Configuration Check utility configuration. This command is not required to
Load
run checks; however, the following command has a dependency on the [lc] command to get the existing
Configur
plug-in types (products) or to get the list of configured plug-in names.
ation
[run] command, the BMC Remedy Configuration Check utility framework first loads the configuration
[lc]
and then runs the checks.
Loads the existing result file, if present. If you do not provide a file path, the command searches for and
Load
loads the default file with configcheckResult.xml; otherwise the command is ignored. To rerun a failed
Result
check, you must load the existing result file first and then run the failed check.
File
[lr]
Displays a list of all configured plug-ins.

Get
List
Note: Execute the [lc] command before executing the [glp] command.
Plugins
[glp]
Displays all products for which the BMC Remedy Configuration Check utility plug-ins are configured.
Get
List
Note: Execute the [lc] command before executing the [glt] command.
Plugin
Types
[glt]

Running the BMC Remedy Configuration Check utility in script mode
Script mode is also known as Silent mode.
To run the BMC Remedy Configuration Check utility in script mode
1. In the script that you will use to run the BMC Remedy Configuration Check utility, type one
of the following executable commands:
Microsoft Windows: configchecker.bat
UNIX: configchecker.sh.
For UNIX, provide executable permissions to configchecker.sh .
2. With the executable command, provide the run-time parameters. The following table lists the
run-time parameters and describes what they do.
Parameter Purpose
configchecker.bat -x <ARSERVER> -u Checks that the READ_COMMITTED_SNAPSHOT parameter

<ARUSER> -p <ARPASSWORD> –o <PORT> is turned on
-m 2 -rid "Check MSSQL DB If this parameter is turned off, the configuration check utility
performance configuration" returns a message asking you to turn it on.
Verifies that the XACT_ABORT parameter is turned off
If this parameter is turned on, the configuration check utility
returns a message asking you to turn it off.
configchecker.bat -x <ARSERVER> -u Verifies that escalations are enabled.

<ARUSER >-p <ARPASSWORD> –o <PORT> Verifies that maximum number of filters for an operation are
-m 2 -rid "Check AR System Server set to 500,000.
Configuration" Verifies that the maximum stack size of filters is set to 10,000.
Verifies that the CAI plug-in configuration has a private RPC. If
it does,
it checks the ar.conf file for a definition of the private queue.
configchecker.bat -x <ARSERVER> -u Verifies that the BMC Remedy Configuration Check utility can
<ARUSER >-p <ARPASSWORD> –o <PORT> communicate with the AR System server using the password
-m 2 -rid "Check Remedy App Server provided for members of the server group.
Password"
configchecker.bat -x <ARSERVER> -u Verifies that the Data Management path is set in SYS:System
<ARUSER >-p <ARPASSWORD> –o <PORT> Setting
-m 2 -rid "Check Data Management Verifies that the BMC Remedy Configuration Check utility can
Load File Path" write to the
specified directory.
configchecker.bat -x <ARSERVER> -u Verifies that the BMC Remedy Configuration Check utility can
<ARUSER >-p <ARPASSWORD> –o <PORT> communicate with the Carte server by opening a socket
-m 2 -rid "Check UDM plugin config" connection for each entry in the UDM:Config form. The check
then verifies that the socket connection is open at the
configured port.
In a server group environment, performs the following checks:
Checks for an entry in the UDM:Config form for each
AR System server in the group.
Verifies that escalations are enabled on at least one of
the AR System servers in the group.

Related topics
BMC Remedy Configuration Check utility
Running the BMC Remedy Configuration Check utility in the silent mode (in the BMC Remedy
Action Request System documentation)
Simplified Transactional CI spreadsheet

Starting with BMC Remedy IT Service Management 8.1.02, the Data Management utility comes
with a simplified Transactional Configuration Item (CI) dataload spreadsheet (see page 1245).
This is a simplified spreadsheet, because it has the following characteristics:
Fewer tabs
Columns for only required, conditional, and most commonly used fields
Required fields grouped together in the left-most columns of the spreadsheet
Default values in some fields
Enhanced Help text
Support for more CI types
Notes
For an overview of the dataload spreadsheets in the Data Management utility, see
Understanding the dataload spreadsheets (see page 1245).
Why would I use the simplified spreadsheet?

Use this spreadsheet when you do not need to use all of the fields provided on the standard
Transactional CI spreadsheet or when you need to get your system up and running quickly using
only a subset of the data.
Scenario for setting up a system quickly

You are an IT operations analyst working for a company that has recently acquired and installed
BMC Remedy IT Service Management (ITSM) 8.1.02. Before the new installation can be rolled out,
your team must perform customization work on the new system, followed by extensive testing of
the customization work. Because time is an important factor in setting up the new BMC Remedy
ITSM environment, you choose to use the Onboarding wizard (see page 1419) to import foundation
data from your current system to the new system, and the simplified Transactional CI spreadsheet
to quickly move transactional CI data from the old system to the new one, to serve as test data.
Because the simplified spreadsheet contains columns for only the most important and commonly
used fields (and, in some fields, default data), the process of importing data from the production
environment into the development or the test environments is much easier and goes more quickly.

How do I identify the simplified spreadsheet?

The simplified transactional spreadsheet has the word "express" appended to the name:
Transactional CI Express.xlsx.
Where do I find the simplified spreadsheet?

You can download the simplified spreadsheet from the Spreadsheet Management console in the
Data Management component.
To download a simplified spreadsheet from the Spreadsheet Management console
1. From the Application menu, select Data Management > Spreadsheet Management.
2. In the Spreadsheet type filter, select BMC Template.
3. In the Spreadsheet Category filter, select Transactional.
4. From the resulting list of templates, select the Transactional CI Express spreadsheet.
5. From the console toolbar, click Download (the Download button does not appear until you
select a template from the list).
Other administering tasks

The following topics provide information about other administering tasks:

Configuring projects (see page 336)
Related topic
Working with BMC Remedy ITSM Process

Designer
This section describes detailed information about working with BMC Remedy ITSM Process
Designer.
Accessing BMC Remedy ITSM Process Designer (see page 1488)

BMC Remedy ITSM Process Designer interface (see page 1488)
Creating application users in BMC Remedy ITSM Process Designer (see page 1492)
Localizing BMC Remedy ITSM Process Designer field labels (see page 1493)
Importing and exporting process templates (see page 1494)

Managing processes with BMC Remedy ITSM Process Designer (see page 1499)
Best Practices in BMC Remedy ITSM Process Designer (see page 1548)
Frequently Asked Questions on BMC Remedy ITSM Process Designer (see page 1560)
Accessing BMC Remedy ITSM Process Designer

This section describes how to access the Process Designer.
To access Process Designer (see page 1488)

Best Practice (see page 1488)
To access Process Designer
1. Log on to the BMC Remedy Mid Tier server.

2. Select Applications > Process Designer > Process Designer Client..
The Process Designer client console opens.
Best Practice
When the Process Designer Client is launched, it caches all the Process Designer-related
configurations. If you create a new configuration record such as an Assignment rule, an SLA, or an
OLA, you need to close and re-launch the Process Designer for the configurations to show up in
the Process Designer Client.
BMC Remedy ITSM Process Designer interface

This topic describes the BMC Remedy ITSM Process Designer interface. The following topics are
discussed:
Functional areas of the Process Designer Explorer (see page 1488)

Process Designer palette items (see page 1491)
Functional areas of the Process Designer Explorer

BMC Remedy ITSM Process Designer provides an easy-to-use graphical interface for creating
process diagrams – the Process Designer explorer. The Process Designer Explorer window is an
explorer-style interface similar to Microsoft Windows Explorer that provides a complete view of all
process templates available on the server that you are currently connected to.
The explorer is divided into three panes:

Process Designer explorer window

Process Designer palette
Interactive drawing page
BMC Remedy ITSM Process Designer user interface
The left hand pane provides the explorer "tree" where items are listed as "nodes". Nodes further
contain various items within them that can be expanded by clicking on the button.
The top level node displays the name of the server that you are currently connected to, under
which are the nodes for each company or group. All versions of the processes for a particular
company or group arranged in a logical hierarchy are displayed. Each company node includes the
following sub-nodes:
Design Lists all process templates with a status of Design. Initially this is the default status.
In Test Lists all process templates with a status of In Test
Live Lists all process templates which are Live, making them available for selection from within BMC Remedy
applications
Lists all process templates which have been Suspended and so that they are temporarily unavailable for selection
Suspended from within the BMC Remedy applications
Lists all process templates with a status of Archived"

Archived

Quick actions for all process nodes can be accessed from the right-click menu. All processes for
the standalone Process Designer client are effective In Test
The center pane is the palette that provides options available to construct and update processes.
You can add an item to the process by selecting and dragging it to the drawing section of the
explorer. Action items can only be dropped onto existing tasks.
You can create objects by dragging icons from the palette to the drawing page on the right side of
the interface. Each component consists of a set of attributes that are displayed when an icon is
dragged to the drawing page and when the object is selected for editing. The attributes include
name, type, task category, description, assigned group, SLA target, related actions, and related
fields in the application that need to be completed for each task.
The dependency lines are used to connect two existing objects together. These lines can be
marked conditional (based on an outcome value) or unconditional.
The following screenshot shows an example of a task list generated from a BMC Remedy ITSM
Process Designer ITIL Change Management process when used in conjunction with the BMC
Change Management application.
Task list generation from BMC Remedy ITSM Process Designer
BMC Remedy ITSM Process Designer not only generates the task list but also enforces task
dependency rules within the process based on the selected outcome values. BMC Remedy ITSM
Process Designer also sets the planned end date based on the task SLA, validates required fields,
and runs any actions that have been defined for each task.

For more information about process creation and maintenance, see Managing processes with BMC
ITSM Process Designer (see page 1499).
Process Designer palette items

The BMC Remedy Process Designer palette provides the following options:
Palette Item Description
Select to create standard unconditional tasks.
Select to create conditional tasks; that is, tasks that can have one or more
possible outcomes.
Select to create a subprocess task that references a subprocess of the current

process.
Select if the outcome is to be determined by a subprocess of the current process.
Select this command to run processes or executables on your BMC Remedy

server.
Use the full path in the Run Process Command Field up to and including the
process that you want to run. No return values are available for this option.
This option is available on the palette only if the Restricted flag is not set on the
ABYD:UserPreferences form > Options tab > Advanced Functionality page.
Select to add the action to use the output from the command executed on your
BMC Remedy server as the outcome of the task.
Use the full path in the Run Process Command Field up to and including the
process that you want to run.
Select to perform SQL operations directly on the database where the SQL does
not return a value.
Select to perform an SQL query that will return a value that is used to set the Task
Outcome value.
The value returned should be one of the conditional outcomes on the
dependencies that relate to the task for which the action is defined. If more than
one record is returned, then only the first record is used.

Palette Item Description
Select to add a notify action.

This action sends a notification to a defined group or individual. The notification
method used depends on the default option selected in the user record. Change
groups only apply to the BMC Change Management application.
Select to add a send email action.

This action send an email to either a defined email address or to a referenced
destination.
Select to add a action to set the values for fields on the BMC Remedy server
request that the process is running against.
Select to add an action to invoke a predefined BMC Remedy server filter guide.
Select to add an action to automatically populate a Designer Related field from

the value of a field in any BMC Remedy server form or the outcome of the task.
Select to add an action to automatically populate the outcome of a task from the
value of a field in any BMC Remedy server form.
Select to create a new request in any BMC Remedy server form you specify.
Select to create a new request in any BMC Remedy server form you specify.
This option is similar to the Create New Request option, but in addition to creating
a new request, it also ensures that the created request satisfies a preconfigured
(Service Pack 1 and later) condition before triggering the next task.
Select to initiate an additional process to run concurrently with the current one.
Select to define an approval from the process (for Service Requests and Change
Requests only).
The pane at the right side is the design window. You can add components from the palette to this
pane and create your process.
Creating application users in BMC Remedy ITSM Process

Designer
For information about how to create application users in BMC Remedy ITSM Process Designer,
see Adding people information (see page 358).
Note

You must be assigned one of these user roles to log on to the BMC Remedy ITSM
Process Designer client or to update BMC Remedy ITSM Process Designer
configuration data:
ProcessDesigner Adminstrator
ProcessDesigner Sub Administrator
Use the CTM:People form in the Application Administrator Console to add these
permissions.
You can add these to the Permission Groups from the Login/Access tab of the
CTM:People form.
A fixed or a floating license should be provided to the user to add these
permissions.
Localizing BMC Remedy ITSM Process Designer field labels

You can localize field labels in BMC Remedy ITSM Process Designer to display the wizard in
different languages.
Select Tools > Localization to access the Localisation Configuration dialog box.
Localisation Configuration dialog box
You can localize the following fields:

Field Description
Company Company to which the field type is attached
Field Can be Task Name, Task Description, Process Field, Process Field Help Text, Wizard Outcome label
Type
Locale Different country and language combinations
Original Text for each field type that must be localized.

Text Existing values (depending on your access permissions) for all field types are displayed in the drop-down menu.
Localised Text for each field type that will be displayed for the associated field type
Text
Keyword Unique identifier for each Company, Field Type, Locale, and Original Text combination. The keyword is converted to
uppercase, and all special characters are converted to underscores.
Maximum length: 255 characters
To set the preferred locale in BMC Remedy ITSM Process Designer, configure the User Locale
field in the ARSystemUserPreference form.
ARSystemUserPreference form
Importing and exporting process templates

You can selectively import and export process templates to and from XML files. This enables you
to easily migrate process templates between servers. This section describes the processes for
exporting and importing BMC Remedy ITSM Process Designer templates.

Exporting process templates (see page 1495)

Importing process templates (see page 1495)
Importing XPDL files (see page 1497)
Exporting process templates

Perform the following steps to export one or more process templates.
1. Open the BMC Process Designer.

2. From the toolbar, click File > Export to open the Select Processes to Export dialog box.
3. Select the process templates that you want to export. To export all existing process
templates, click Select All.
4. Click OK.
5. Specify the name and location of the export file in the Save As dialog box.
6. Click Save.
Importing process templates

Before importing processes, it is important to verify that the configuration data to which the
importing process is referring to, exist on the target server. If the configuration data such as
Support Group, Company, or Wait Rule, is not present on the target server, a warning message is
displayed at the time of import. The runtime ignores such non-existing configurations.

Perform the following steps to import one or more process templates.
1. On the toolbar, click File > Import.

2. Navigate to and select the import file in the Open dialog box.
3. Click Open. After the import file is read, the Select Process to Import dialog box appears,
with a list of process templates that you can import.
4. Select the process templates that you want to import. To import all of the available process
templates, click Select All.
Note
If a process template with the same version number already exists, select Import
as new Version to import a new version of the process template. For an existing
process with Live or Suspended status:
Select Replace to replace the current live version.
Select Import as In Test to import a new version of the process template
with the In Test status.

5. Select a company or group (ITSM or non-ITSM) to which to assign the selected process
templates. The number of available companies and groups that are displayed in the two lists
depends upon your access permissions. You can specify a company (except for the stand-
alone version) for each individual process template, or you can specify a global assignee. If
you specify a global assignee as well as individual assignees, the global setting takes
priority over the individual settings.
Note
Do not specify a global assignee if you want to specify one individually for each
process template. Make sure that the field is clear.
Importing XPDL files

The XML Process Definition Language (XPDL) file format enables you to transfer business
processes between process modeling tools. If you are currently using a tool that is capable of
exporting to the XPDL format, you can then import these files into BMC Remedy ITSM Process
Designer, and execute them like any other process that you modeled using BMC Remedy ITSM
Process Designer.
BMC Remedy ITSM Process Designer supports the following XPDL features:
Workflow Processes

Activities
Transitions (including conditions)
Data Fields
Data Types such as strings, floats, integers, date and time values, and Boolean and
enumeration values
Note
BMC Remedy ITSM Process Designer only supports importing XPDL templates
from any Business Process Model and Notation (BPMN) tool. BMC Remedy ITSM
Process Designer does not support exporting XPDL template.
Importing XPDL templates is only supported for XPDL 1.0 and XPDL 2.0.
To import the XPDL files, you should have unrestricted access because the XPDL
process imports Global company by default. If you have restricted access, BMC
Remedy ITSM Process Designer client does not show the Global company with all
its phases, and the XPDL import fails.
To import from an XPDL file
1. On the toolbar, click File > Import.

2. Navigate to and select the XPDL import file in the Open dialog box.
BMC Remedy ITSM Process Designer reads the file's contents for package and workflow
process data, and displays the results in the Import XPDL dialog box.
3. Click OK.
After the XPDL template import is complete, you can add Process Designer actions to create a
Process Template.

Important
When you import a XPDL template into BMC Remedy ITSM Process Designer, the
following transformations occur in the Process Designer Data Model:
Workflow process changes to Process template
Activity changes to template task
Transitions change to Template Dependency
Data Fields change to Template fields
XPDL template does not specify the parent request schema, company information,
and assignment information. After you import the XPDL template, -Global-
company is selected by default.
The Process Designer administrator must update the parent request schema and
assignment information accordingly.
All the fields which have Starting Task set to Yes will be added with a task by
default. These fields are accessible across all tasks in the process template.
If the XPDL template contains an activity of type Route - Gateway, the Starting
Task flag may not function correctly. The Process Designer administrator must
modify the task properties and the imported template.
If the implementation contained in the XPDL does not change to Process Designer
actions, you must create those from the XPDL template manually.
If the XPDL template contains more than one workflow process, those many
process templates are created in Process Designer with corresponding tasks,
dependencies, and fields for each process.
Managing processes with BMC Remedy ITSM Process

Designer
This section describes the tasks involved in creating and managing BMC Remedy ITSM Process
Designer process templates.
Creating process templates with BMC Remedy ITSM (see page 1500)
Changing the process design and task display layout (see page 1539)
Adding diagram notes (see page 1539)
Maintaining process templates for BMC Remedy OnDemand and on-premise environments
(see page 1540)
Mapping processes to BMC Remedy ITSM applications (see page 1543)

Related topics
In addition to the topics provided in the BMC Remedy ITSM Process Designer online
documentation, there is a BMC Communities blog posting about automating tasks.
Creating process templates with BMC Remedy ITSM

Process templates consist of tasks that are connected by using dependency lines to define the
relationships between the tasks. You can set a task as a decision task by making a dependency
conditional, which makes the routing of the process conditional. Within tasks, you can apply actions
to automate some or all processes. You can add fields for user input or use them in actions or
conditional dependencies.
The status of the process template must be set to Live to make it available to BMC Remedy
applications for the Process Designer Remedy Integration (ARI) to create tasks and related items
for the BMC Remedy application request.
For more information about process templates and statuses, see the Process Designer Concepts
Guide.
Creating and managing a process template

Process templates consist of tasks that are connected by using dependency lines to define the
relationships between the tasks.
To create a new process template
1. Go to Applications > Process Designer > Process Designer Configuration console.

2. Click the Process Designer icon, to launch the Process Designer.
3. On the Process Designer window, click New Process.
The properties dialog box of the new process is displayed.

The following table describes the fields and buttons of the New Process dialog box.
Field and Description
buttons
Name Type the name for the process.

The name must be a unique name. The system notifies in case the name is used for any other process.
The character limit for a process name is 255.
Type Use the Type field to classify the new process under a group of processes of the same type. You can
type a new value (group) or use existing values from the list.
SLA This is an optional field.

You can set an SLA for the process. You can set a new SLA or select an existing SLA from the list.
Note: The SLAs listed are BMC Remedy Process Designer SLAs and not from the BMC Remedy Service
Level Management (SLM) module.
Process Designer uses the Business Time forms within the BMC Remedy server to calculate target
completion times. For more details about defining the SLA, refer to the Process Designer Configuration
guide.
Notes This is an optional field.

Type notes related to the process template.
Request This is an optional field.

Select the default parent request type for the process used to pre-populate the Request field for Update
Parent Request and Set Field actions.
Click the search icon, to locate the form you want to select.
Company This is an mandatory field.

Select the company to which you want to assign the process.

Field and Description

buttons
If you are running Process Designer on a server with BMC Remedy ITSM and BMC SRM, you can
assign the process to a company. When you assign a process to a company, the process can be
accessible only by the process designers defined by that company.
Audit This is an optional field.

Select this option to flag the process for audit reporting.
On selection, the process along with the requests that it generates are flagged for audit reporting.
Maintain Select this option if you want the Process Tracker to display an executed instance of the process with the
Layout in same layout as designed. Else, an automatic layout algorithm is used.
Process
Tracker
If you select this option for a process that includes a sub-process, Process Designer ignores the
selection because sub-processes are currently not supported for this option.
Modified By This field is auto-populated when the process is modified.
Date This field is auto-populated when the process is modified.
4. Click OK. The process template is displayed in the Explorer pane under the Company
(Design node) to which you assigned the process.
The process template is listed under the Design node of the Company you selected. You can now
design your process template by adding tasks and dependencies to it. When adding tasks and
dependencies you can select Edit > Copy and Edit > Paste to copy and paste individual tasks,
sections of the process. You can paste the information in the same process or any other open task.
The copied tasks contain copies of all the fields and actions from the original tasks.
Every process saved from the Process Designer Client creates a new version of a process. During
the development or a test cycle of a process, a developer may save the process multiple times
thus creating new versions of the process each time. The existing versions of the process must be
deleted unless they are the specific design-time auditing requirements. This avoids unnecessary
clutter of processes and increases the Process Designer client and run-time performance
marginally.
To update a process template
1. On the Process Designer explorer, right-click the process that you want to update and select
View Process from the shortcut menu.
The process diagram (tasks and dependency lines are displayed in the process editor).
2. Edit the tasks and dependency lines as per your requirements and click Save.
On saving, a new version of the process is created.
Note

You can copy individual tasks or sections of the process using Edit > Copy or
CTRL+C or the whole process using Edit > Select All or CTRL+A and paste them
either into the same process or another process which is currently open using Edit
> Paste or CTRL+V. All pasted tasks contain copies of any fields or actions from
the original tasks.
This section describes how to add various objects to the process template. The following sections
are provided:
Adding tasks to the process diagram (see page 1509)

Adding actions to tasks (see page 1511)
Adding fields to tasks (see page 1532)
Adding dependencies in Process Designer (see page 1534)
Creating process templates with common tasks and dependencies (see page 1538)
Best Practice
Every process saved, the Process Designer Client creates a new version of a process. During the
design or a test cycle of a process, you may save the process multiple times thus creating new
versions of the process each time. The existing versions of the process must be deleted unless
they are the specific design-time auditing requirements. This avoids unnecessary clutter of
processes and increases the Process Designer client and run-time performance marginally.
Adding Multi-level Sequential Approval Actions

Sequential approvals allow the approvers to sequentially go through the approval process. For
example, to apply changes to a mission critical server, an organization may require multi-level
approvals. Sequential approval process can be applied for such complex approval processes.
Adding Multi-level Sequential Approval Actions (see page 1503)

Best Practices for Sequential Approvals (see page 1504)
Adding Multi-level Sequential Approval Actions

You can add multi-level sequential approval actions to a process template.
1. Click Applications > Process Designer > Process Designer Configuration console.
2. Click the Process Designer button, to launch the Process Designer.
3. On the Process Designer window, click New Process.
4. Enter the required details in the respective fields of the Properties dialog box.
Note

For adding Approval actions to tasks, you must create the process template based
on either an SRM: Request (BMC Service Request Management) or a Change
Request (BMC Change Management). Use the Request list to set the request.
5. Drag and drop the Approval action on the task that needs approval.
6. On the Task Action dialog box, select Service Request – Ad hoc from the Approval Process
list.
Note: The other two options, Service Request – Level and Service Request – Management
Chain are not applicable to Process Designer.
7. Select the approver from the Approver list.
8. Click OK.
9. Repeat steps 5 through 8 for adding approval actions for other tasks.
Approval actions are added to the process template in a sequential manner.
Notes
If you are using the sequential approval for a multi-level approvals in a Change
Request, only the first approver in the approval process can approve the request.
The remaining approvers of the sequential approval process cannot approve as
the process is aborted immediately after the first approval goes through.
On the Approval Central, in case of approvals generated through a Process
Designer process for an SRM Request or a Change Request, only Approve and
Reject options are supported.
Parallel approvals are supported only if you design mutually-exclusive approvals.
Best Practices for Sequential Approvals

The following best practices are recommended:
For Process Designer approvals, Approval Action Task should be your first task. For the first
task do not set the Service Request to In Progress status using the Update Request Action.
Set the status of the Service Request to Complete or Cancelled using the Update Request
Action depending on the outcome of the last task.
While submitting a request, it is recommended to put your manager's details in the request
so that the manager automatically becomes the approver for the request. You can get the
manager details from People record.
Sometimes status changes do not immediately reflect after service request submissions. In
such cases, you must refresh My Requests window on the Request Entry Console to reflect
the latest status after Service Request is submitted.

Inserting Ad hoc Tasks

You can insert ad hoc entities to a process that is initiated after the Incident criteria is met. An ad
hoc entity is a task or a task template that is inserted within an initiated process to resolve the
incident. You can insert Ad hoc entities of types ad hoc task and ad hoc task template. In an ad
hoc task you can manually enter task name and task details. An ad hoc task template is a
predefined task.
Ad hoc entities are supported only for Incident requests.
When a process is initiated, you can insert ad hoc tasks from the Process Tracker window. The
default status of the first task is always set to Assigned. The default status of the subsequent tasks
is always set to Pending. As the process moves forward the respective statuses of the tasks
change to Complete.
There are two types of ad hoc tasks, Sequential and Parallel. Sequential ad hoc tasks are inserted
between two tasks. Parallel ad hoc tasks are inserted in parallel with another task.
Examples of Sequential Ad hoc Tasks

Here adhoc task1 is inserted after task1 (entrypoint). As
there is no task in sequence after the ad hoc task, you only
need to select the entry point for the ad hoc task. You are
not required to define the exit point
Here adhoc task3 is inserted after task1 (entrypoint) and

adhoc task2 (exit point). As this task is inserted between
two tasks, you are required to set the entry and exit points
for the ad hoc task.
Examples of a Parallel Ad hoc Tasks

An ad hoc task, Check Approval automatically

is inserted after task1 (entry point) and parallel to ad hoc
task2. As there is no task in sequence after the ad hoc
task, you must only select the entry point for the ad hoc
task. You are not required to define the exit point
The ad hoc task Standard Decommission Virtual Machine

is inserted after task1 (entry point), which is parallel to
tasks ad hoc task2 and Check Approval Automatically (exit
point). As this task is inserted between task1 and Check
Approval Automatically task, you must set the entry and
the exit points.
Adding a parallel ad hoc task does not cancel the parallel tasks between its entry and exit
points. All tasks are executed as per the process sequence.
To Insert an ad hoc task
Note
Before inserting an ad hoc task, ensure that you have enable support for ad hoc task. To
enable support for ad hoc task, see Enabling support for ad hoc task (see page 733).
You must define the entry and exit points of an ad hoc task. An entry point is the location at which
the ad hoc task is inserted. An exit point is the location at which the ad hoc task is completed.
1. On the Incident Management page, click the Process Tracker button to open the Process
Tracker window.

2. Click the Ad Hoc Entity Type drop-down list to select the ad hoc entity type ( Ad hoc or Task
Template).
3. From the Type Of Insertion list, select the type of insertion.
4. From the Entry Point list, select the entry point for the ad hoc entity.
5. From the Exit Point list, select the exit point for the ad hoc entity (if applicable).
6. Click Proceed.
The ad hoc entity is inserted at the location you defined using the entry and exit points.
Change management approval process

Steps for Change Management approval process are as follows:
1. In the Approval Process Configuration form, select Process Designer approval phase for
change application.
2. Mark all OOTB approval phases for change management as offline.
3. Create PD Change Approval process.
4. Create Mapping PD Change Approval process on Process Mapping Form
5. Create Change Request with mapping. The PD process gets mapped.
6. Approval task is displayed under Task tab
7. The Approval task has the status as Assigned.
8. Update the Change Request status to Planning in Progress.
Note
Approval action is triggered only when Change Request status is Planning in

Progress.
9. Approval task is closed after Change Request status is changed to Approved through
Approval Central.

Best Practices for Change Management Approvals
Guidelines on Auto Transitioning Change Request: When the Change Request is created
from Process Designer Task Action, by default it gets created in Request for Authorization.
The Standard Change Process is as follows: Draft > Request For Authorization > Request
For Change > Planning In Progress > Scheduled For Review > Scheduled For Approval >
Scheduled > Implementation In Progress > Completed > Closed
In all cases, Change Manager or Change Coordinator is not expected (apart from approvals)
to manually intervene when the Change Request is required in the process. It is
recommended to create custom Change Process Flow as follows:
Draft > Request For Authorization > Planning In Progress > Scheduled > Implementation In
Progress > Completed > Closed
You can then attach this flow to your change request template (For example CLM Change
Template) as shown in the following image:
If a Change Approval is required, it is recommended to configure the approval as shown in

the following example for CLM - Change Approval Configuration:
You must set the Process Designer Process to Schedule status of the Change Request.
When the Process Designer process is complete, the status of the Change
Request automatically turns to Complete.

For more information on change management best practices, see Approval action with Change
Management (see page 1549)
Adding tasks to the process diagram
1. Open the process template to which you want to add the task.
2. Select the task shape in the palette, and drag and drop it onto the drawing window.
3. In the task dialog box, the task Category and Type values default to the Type and Name of
the process template.
4. On the Classification tab, enter the following field values:

Field Description
Category Select an existing task category from the list, or enter a new category name.
Type If an existing task category has been chosen, all available task types for it will appear in the drop-
down menu, or a new name can be entered.
A new Task Type name will need to be entered if a new Task Category has been defined.
Name Enter a unique task name for the selected task category and type selected.
Description Enter a description of the task (up to 2,048 characters).

(optional)
Use the button to add references to fields. The selected values are substituted in the task at
run time.
Sub Process Select this option if the task represents a sub-process.

(check box)
Process Name Enter the name of the sub-process that this task relates to.
This field will be displayed when the sub-process check box is selected.

Field Description
Version Enter the version of the sub-process to use.
Audit Select this option so that the task (and any request tasks in BMC Remedy server that were created
from it) are flagged for audit reporting.
5. On the Details tab, enter the following field values:

Field Description
OLA Name Enter the Operating Level Agreement (OLA) that the task must be completed against.
(optional) Leave this field blank if you already have your own OLA/SLA functionality and you do not need to
monitor the progress of tasks, then this field can be ignored.
Assigned To Select a business group to associate with the task. The list displays all active business groups,
Group (optional) populated with data from the BMC Remedy Group form.
Assignment Rule Specify an assignment rule with a condition to be met for the task to progress.
(optional)
List Position If tasks are to be displayed in tables, select the task's list position within the process.
This value must be unique and can usually be left as the default, because the system will auto-
generate and update as necessary.
Note that the list position does not affect the order in which the tasks are processed.
Starting Task Select this option to make the current task a starting task in the current process.
Starting tasks are always assigned when processing begins, even if they depend on the completion
of earlier tasks.
When you add the first task to your process template, you will be asked whether you want that task
to be a starting task. Selecting Yes will automatically set this.
Return to Parent Required only for sub-processes, to indicate whether completion of this task should pass control
back to the process that called it.
Outcome Field Select this field if you want the process to automatically set the outcome of the task to the value of a
process field.
Wizard Outcome Enter label text for the Process Wizard Outcome.
Label
If you are building a process for execution against the ITSM applications, you can assign the
task to a support group by selecting it from the Assigned To Group option on the Details tab.
6. Click Support Groups to select the Company, Organization and Group for the task
assignment, and then click OK.

7. Click OK to save your settings.

8. Double-click a task within the process diagram to modify its properties.
You can modify the task shapes, move them, or resize them by selecting the task shape to
show the control handles. The control point in the center of the task allows you to move the
shape while the outer points allow you to resize it. Use the Align to Grid option to align the
tasks to the grid lines.
Adding actions to tasks

Task actions are useful to automate parts of complete processes using options like conditional
routing based on the value of a field on the process's request or the spawning of a command
process to initiate external processing.
The result of the action can be used to update the task status and control activation of dependent
tasks in the process.
To add actions to tasks
1. Open the process template that has the task to which you want to add the action.
2. Select the desired action from the palette and drop it on the task to which you want to add it.
For example, when you drop the Notification Action item onto a task, the notification action
window is displayed to add notification settings.

3. Enter the following values to define the action details:

Field Description
Task Name The name of the task to which this action relates
Trigger Task The status of the task that will trigger the action. You can select either Assigned or In Progress.
Status
Trigger The outcome of the task that will trigger the action (applies only when the task status value is
Outcome Complete)
Post-Action The status to which the task should be set when the action is completed. You can keep this field blank
Task Status or select either In Progress or Complete status.
Post-Action The outcome that should be set on the task when the action is completed (applies only when the
Outcome postaction status is set to 'Complete')
Action Specific These fields appear depending on the action type selected. Complete as indicated.
Fields
For more information about each action, see Actions available for tasks (see page 1514).
After an action has been created, it forms part of the process definition and is inherited by
any requests based on that process. Actions can reference fields that will then be
substituted with the actual values when executed within the request in your BMC Remedy
application (for example, within email message text).
4. Click Add Field to field to which you want to add the action. The list displays a list of any
Process Designer-related fields within the process and fields on the process request form (if
selected within the process definition).

In addition to these fields, the list also includes references to the request identifier
(p_request_id) and the task identifier (p_task_id). These identifiers are reserved words that
are also substituted within the action when executed.
5. To modify or delete an existing action:
a. Double-click the task on the drawing pane; then, from the task properties, select the
Actions tab.
b. Select the action that you want to update, and then View....
c. To delete an action, select it and then click Delete.
6. When an action is applied to a task, the shape of the task reflects the action applied to it. If
you have multiple actions applied to the same task, then the icon displayed will be that of
the action that sets the task to auto-complete. Only one action can auto-complete the task.

6.
All actions configured to run on the same task status run simultaneously.
You can set the order in which actions run by using the Task Status and Post-Action Task
Status values.
Example
Type Task Status Post-Action Task Status
Set Field Assigned Complete
Send Email Complete
Here, the Send Email action is run after the Set Field action.
If you want to display the task name below a task with an action, select the task and resize it.
Actions available for tasks

The following task actions are provided in the Process Designer:
Send Email action (see page 1514)

Send Notification action (see page 1515)
Running Processes (see page 1515)
Set Field action (see page 1516)
Create New Request action (see page 1517)
Creating a Purchase Request and Line Items (see page 1521)
Update Request action (see page 1526)
Start New Process action (see page 1526)
Approval action (see page 1526)
Send Email action

The Send Email action utilizes the BMC Remedy Email Engine, which must be pre-configured for
your email server. For more information about the BMC Remedy Email Engine, see the Configuring
BMC Remedy Action Request Server Email Engine.
Destination
The Destination list on the Send Email action can be set to one of four pre-defined values or to any
text string that you want to use to control the setting of the email address:
Destination Description

Defined Sends the email to the address provided in the Defined Address field. To send to more than one address, use a
Address semicolon to separate the addresses.
Assignee Sends the email to the assignee of the current task.
Creating a Send Email action with a defined email address sends an email to that address using
the subject and text defined in the action. The defined email address, subject and text can include
any number of Process Designer or BMC Remedy fields as described above. The value of any
field used is substituted when the process is executed in BMC Remedy application.
Send Notification action
The Text textbox include any Process Designer or BMC Remedy fields. The recipient can also be
set to the value of a field on the parent request by setting the Notification Type to Request Field.
Note
It is necessary for this action that the parent request form must be specified in the
Process definition for this option to be available.
Running Processes
Run Process and Set Outcome Process Actions can both be used to invoke an executable file or
script on the computer running the BMC Remedy AR server. The permissions on the file or script
must have execution rights for the operating system user running the BMC Remedy Action
Request System server. The command can include any Process Designer or BMC Remedy fields.
Note
Run Process, SQL Set Outcome, Process Outcome, and Direct SQL actions are available
in the palette only if the Restricted flag is not set in ABYD:UserPreferences form >
Options tab > Advanced Functionality for the currently logged-on user in BMC Remedy
ITSM.

For existing processes, if the Restricted flag is set in the ABYD:UserPreferences form,
these actions are read-only. However, they can still be deleted from all of the processes.
Set Field action

The Set Field action sets the value of a process-related field to the outcome of a task, a field value
from any BMC Remedy server form on your server, or a predefined list of queries, to obtain a count
value.
By default, the request form is set to the process's parent request form. You can select an
alternative form; however, if you do so, you must provide a query to obtain the record
from which you want to retrieve the value of the field.

Click Edit to define the query in the Set Field dialog box.
The query can be built from a combination of form fields and process-related fields. The
p_request_id and p_task_id keywords can be used to query the form based on the current request
ID or the current task ID.
When an integer process field is selected, you can set its value from a list of predefined queries,
specifying the time period for which the value is to be obtained.
It is recommended to get the details of the submitter’s manager from the People record and make
the person an approver for the submitter’s requests. The approver can be defined from the process-
related field and making the request’s approver completely dynamic at runtime.
Create New Request action

Within a process you can add an action to create a new request in any named form within your
BMC Remedy ITSM system.
To add a Create New Request action
1. On the Create New Request dialog box:

Select the request type from the list if you are creating a BMC Remedy ITSM request
(Incident, Problem Investigation, Change Request, Work Order, Purchase Request or
Purchase Request Line Item).
Select Other and select the specific form from the secondary drop-down list.
Optionally, you can specify a process field in which the entry Id for the record created
is stored. You can then use this information within the process within actions or task
descriptions.
2. Click Details to launch a wizard to help you to obtain field data required to successfully
create the request.
3. Specify the company and individual making the request. Select the Use same values as the
parent Change Request option to indicate that the values are the same as those in the
originating request that is running the process. In this example, a change request will be
created from a process running for a service request.
4.
4. Click Next.
5. Enter the applicable values to use when creating the request. Optionally, you can select an
existing template to populate the fields. All fields on this dialog box (other than the Template
field) are mandatory for successful request creation.
6. Click Next.
7. Enter additional mandatory details required to create the specify type of request you want to
create. For example, if you create an incident, you will see incident-specific details. The
fields are prepopulated from the template if you selected one on the previous stage.
8. Click Next.

9. Enter the operational and product categorizations to be set on the new request. The fields
are be prepopulated if the categorization values are set on a template if you selected
previously.
If you have Process Designer processes mapped against categorizations in your BMC
Remedy ITSM server, the process that will be triggered for the request will be displayed
when categorizations are selected from the drop-down list here. Alternatively, you can click
Select from Process Mapping to view all current mappings:
10. You can select one of the mappings and click OK to set the categorizations to those
selected. This also confirms which designer process will be triggered when the request is
created in BMC Remedy ITSM.
11. Click OK to confirm the details.
12. Click Full Field List to view all of the fields for the request.

12.
You can then populate any additional fields you want. The fields can be populated with values from
the originating request (for example, the service request) that is running the process.
The field values can be typed or selected from the drop-down list of Task Related Fields, BMC
Remedy ITSM keywords or the variables p_request_id or p_task_id.
Creating a Purchase Request and Line Items

Here, you can specify the Requested By and Requested For company and name. Alternatively,
you can indicate that these values are the same as those in the originating request that is running
the process. In this example, a change request will create the purchase request.

On the next page you can specify the general information, including an offset from the date the
purchase request is created, to determine the date required. The Description and Justification
fields can include process and request field values, added through the [~pshetye:…] buttons.
Unless the auto-assignment of purchase requests is configured within BMC Remedy ITSM, you will
need to specify the assignment here.

Finally, you provide address details, which can optionally be set from request or process field
values.
Click OK to complete the action configuration.
Note that if you want to create line items within the purchase request, you must select a process
field to store the ID of the created purchase request. After you have an action to create a purchase
request, you can then define an action to create line items.

The first step is to select the process field that was selected to store the ID of the created purchase
request in the previous action. In this way, you will define the link and ensure the line items are
created within the same purchase request.

On the next tab, provide general information by using process or request fields where required.
Finally, provide license information, if applicable.

Update Request action
The Update Request action, similar to the Set Field action, allows you to update a task's parent
request or a request in the BMC Remedy AR System server with values specified in the list, in the
same way in which you specify values in the Create New Request action as shown above.
It is recommended to set the status of the Service Request from the ‘First Task’ to ‘In Progress’
using the Update Request Action, unless you are using the Process Designer Approvals, in which
case, the Approval Action Task should be your first task.
It is recommended to set the status of the Service Request to ‘Completed’ or ‘Cancelled’ using the
Update Request Action depending on the process flow from the Last Task of Process Designer
Process.
Start New Process action
The Start New Process action triggers another predefined process to be initiated. The existing
process will progress as usual, running concurrently with the new process. Unlike sub-processes,
the tasks in the process defined in this action are not created until the action is triggered.
Approval action
The Approval action allows you to select an approval process and specify an individual approver
for the request. The approver can also be defined from a process-related field, making the request
approver completely dynamic at run time.

The approval action can be used only for ad-hoc approval types and with processes defined for
service requests (BMC Service Request Management) and change requests (BMC Change
Management). For more details, see the Process Designer Configuration Guide.
BMC Remedy ITSM Process Designer actions for creating a new request
In addition to the Create New Request action, the Create and Manage Request action has been
added to the BMC Remedy ITSM Process Designer.
The Create and Manage Request action is similar to the Create New Request action. However, the
Create and Manage Request action not only creates a new request, but also waits for the created
request to satisfy a preconfigured condition before triggering the next task.
For example, in a service request, a Create New Request action for incident of a task waits for the
incident to be resolved before triggering the next task. Similarly, for a service request, a Create
New Request action for change of a task waits for the change to be completed before triggering the
next task.
The following scenarios describe the differences between the actions:
Scenario 1: Lists the steps for creating a service request by using the BMC Service Request
Management Application Object Template (AOT) and the BMC Remedy ITSM Process
Designer Template (PDT). The incident request and change request are created in a
sequential manner. The change is created only after the incident is resolved.
Scenario 2: Lists the steps for creating a service request by using BMC Remedy ITSM
Process Designer with a Create New Request action. The incident request and change
requests are created in a sequential manner. However, the change is created as soon as
the incident is created. The incident does not have to be resolved for the change to be
created.
Scenario 3: Lists the steps for creating a service request by using BMC Remedy ITSM
Process Designer with a Create and Manage Request action. The incident request and the
change request are created in a sequential manner. The change is created only after the
incident is resolved.
The following scenarios are documented:
Scenario 1 - Creating a service request using a BMC Service Request Management PDT
(see page 1528)

Scenario 2 - Creating a process created using the Create New request action (see page 1529
)
Scenario 3 - Creating a process using the Create and Manage request action (see page 1530)
Scenario 1 - Creating a service request using a BMC Service Request Management PDT
Note
For more information about process definition templates (PDT), see Creating process
definition templates.
1. Create an incident template and a change template.

To create an incident template, refer to Configuring Incident Management templates (see
page 575).
To create a change template, refer to Configuring change templates (see page 551).
You must have Incident Config and Change Master permissions to create these templates.
2. Create Application Object Templates (AOTs) that correspond to the incident template and
change template.
You must have SRM Administrator permissions to create this template.
3. Create a Process Request Definition using the AOTs created in the previous step.
This step also requires SRM Administrator permissions.
4. For the Service Request Definition (SRD), in the Process Template field, select the Process
Request Definition that you created.
5. Set the SRD to Deployed and make it Online.
6. Submit the service request from the Request Entry console.
You must have service request User permissions for this action.
7. From the Applications menu, choose Service Request Management > Request Entry and
select the service request that you created.
The request details displays the following information:
a. The service request is in the Initiated status.
b. The incident is in the Assigned status.
8. Click the Incident ID link to open the incident.
9. Set the status of the incident to In Progress.
You must have Incident Master or Incident User permissions for this action.
The status of the service request is also In Progress now.
10.
10. Fill out the Incident Resolution and Status Reason fields and resolve the incident.
The status of the Incident Application Object Template task is now Complete and the status
of the change AOT task is Initiated.
11. Click the Change ID link to open the change.
12. Move the change through the various change lifecycle stages, providing relevant inputs, and
complete the change request.
When the change request is Complete, the change AOT task and the service request are
also complete.
Note
For more information about the incident request lifecycle, see Process flow status
and the lifecycle of an incident request.
For more information about the change request lifecycle, see change request
lifecycle.
Scenario 2 - Creating a process created using the Create New request action
1. For the service request definition, in the Process Template field, select a process that you
created by using the Create New Request action in BMC Remedy ITSM Process Designer.
2. Set the service request definition to Deployed and make it Online.

3. Submit the service request from the Request Entry console. You must have Service
Request User permissions for this action.
select the service request you created.
When you check the request details:
The service request is in the Initiated status.
The incident is in the Assigned status.
The change is in the Planning in Progress status.
Note

In this scenario, even though the first request (incident) is still in Assigned status, the
second request (change) is already initiated. The tasks did not wait for the following
actions:
Incident to be in progress so that the service request can be set to In Progress

Incident to be resolved so that the Create Incident task can be completed
Incident to be resolved so that the next task (Create Change) can be initiated
Change to be completed so that the Create Change task can be completed
Change to be completed so that the service request can be completed
Both tasks are completed simultaneously.
Scenario 3 - Creating a process using the Create and Manage request action
1. For the service request definition, in the Process Template field, select a process that you
created by using the Create and Manage Request action in BMC Remedy ITSM Process
Designer.

2. Set the service request definition to Deployed and make it Online.

3. Submit the service request from the Request Entry console.
You must have Service Request User permissions for this action.
select the service request you created.
When you check the request details:
The service request is in the In Progress status.
The incident is in the Assigned status.
Note
In this scenario, the second request (change) is not initiated until the first
request (incident) is at the Resolved stage. The second task is initiated only
after the first task is completed.
5. Click the Incident ID link to open the incident.

6. Set the status of the incident to In Progress.
You must have Incident Master or Incident User permissions for this action.
The status of the service request is also In Progress now.
7. Fill out the incident Resolution and Status Reason fields and resolve the incident.
The status of the incident AOT task is Complete, and the status of the change AOT task is
Initiated.
8. Click the Change ID link to open the change.
9. Move the change through the various change lifecycle stages, providing relevant input, and
complete the change request.
When the change request is complete, the change AOT task and the service request are
also complete.
Click here to view a sample process created by using the Create and Manage Request action.
Guidelines for SQL statements within actions
All SQL commands are run as the BMC Remedy database user (default ARAdmin)

No semicolon is required at the end of the SQL statement. The command can include any
Process Designer or BMC Remedy server fields.
To update the current task, use the reserved word p_task_id to identify the record; for
example:
UPDATE abyd_task set action_taken = 'Job Done' where task_id =
p_task_id
To update the current request, use the reserved word p_request_id to identify the record; for
example:
UPDATE ABYD_Sample_Form set short_description = 'Software Problem'
where request_id = p_request_id
Because the SQL statement is run from within a BMC Remedy filter, any errors resulting
from the SQL statement will be visible from the BMC Remedy filter and the SQL log files.
Adding fields to tasks

Fields can be added to tasks to support the business process without physically adding fields to
forms within BMC Remedy applications and also reduce the need to create workflow to hide or
show the fields based on the status of the process. Fields can be applied to tasks by selecting the
Fields tab on the task definition form.
To create a new field
1. Open the process template that has the task to which you want to add the field.
2. Double-click the task to open the task definition form.
3. On the task definition form, select the Fields tab.
4. Click New.

5. Specify the field name and type.

The field type is a subset of the main field types supported in BMC Remedy Action Request
System.
Note
Character field types can also have an attached menu that has been predefined in
BMC Developer Studio.
6. Select Mandatory to make the field mandatory and prevent the user from completing the
task in BMC Remedy ITSM unless the field is populated.
7. Enter a description to provide help text to users when they enter the field value from the
request's task in BMC Remedy ITSM.
8. (Optional) Enter a default value that can be based on a relevant BMC Remedy AR System
keyword. For example, a date/time field can be set to be the current $TIMESTAMP$. Default
values are set when the task is assigned.
9. Specify minimum and maximum values to enforce the minimum or maximum (or both)
length of a character or diary field, or minimum or maximum values for integer and real-
number field types.
10. You can also select an existing field from another task in the same process. When the
process is running in BMC Remedy ITSM or BMC Service Request Management, all fields
of the same name have the same value.
11.
11. To modify an existing field, select the field that you want to update on the Field form and
then click Edit.
12. To delete a field, select the field that you want to delete, and then click Delete.
13. If you are designing a process for use with the Process Designer Wizard (for user data
entry) you can define the order in which the fields appear. Use the up and down arrow to
change the sequence.
14. Click OK to save your settings.
Adding dependencies in Process Designer

Dependency lines allow you to connect tasks and add conditions to tasks that are dependent. Each
dependency line has two control points to move the line to any element on the diagram.

To add a dependency line to the process diagram, simply click the mouse on the first task on the
diagram and draw a line to the dependent task. You can drag the ends of the dependency line onto
tasks to join them.
A task within the process template is denoted by different icons based on various options:
A task with actions is displayed based on the action that sets the task to Complete, or, if
multiple actions have been added to one task, the first action that was added to the task.
A task without actions is displayed as Standard when all dependencies are unconditional,
and as Conditional when the task has least one conditional dependency.
When you modify the dependency of a task, the shape of the task is automatically updated, if
required, using these rules.
When a dependency is selected, the connections at both ends are highlighted. To change the
dependent or precursory task, select the dependency line and move the connection from the
existing location to one of the four connect points of another task.
Each dependency line must be connected to two different tasks.
Note
If a conditional dependency line is moved to another task, the task previously connected
to it becomes a standard task if no other conditional dependencies are connected to it.
The newly connected task changes from standard to conditional. However, the task does
not change visually unless its dependencies are updated or the process is updated and
reloaded.
To add dependency lines
1. Open the process template to which you want to add the dependency.
2.
2. On the first task on the diagram, click the mouse and draw a line to the dependent task. The
ends of the dependency line can be dragged onto tasks to join them.
3. Double-click the dependency line to add details of the dependency line.
4. Add or modify the following details:

Field Description
First The first task in the dependency. This field is auto-populated.
Dependent The task that is dependent upon the completion of the first task. This field is auto-populated.
Dependency Type Select one of the following values:

AND — Dependent task is assigned upon completion of all other linked tasks with the same
AND dependency
OR — Dependent task is assigned upon the completion of the first task
Conditional Enter the condition that must be met at the completion of the first task before the dependent task
Outcome can start.
(optional) Note: Conditional outcomes of the dependency can be defined by adding a Set Outcome action for
the parent and setting the appropriate field value.
For more information about setting the outcome of an action, see the section about actions.
For more information about setting the conditional outcome, see the next step in this procedure.
Restart Task Select this option to automatically set the status of the dependent task back to Assigned if it is
already complete or has been canceled.
Restart OLA This option is available if you set the value of the Restart field to Yes.
Select this option if you want the target completion time for the task to be recalculated after it is
restarted.
By default, this option is not selected, and the target completion time for the task is the same as
the original time (before the task was restarted).
5. If you select a conditional outcome, click the [...] button next to the Conditional Outcome
field to specify a dependency qualification.
The Dependency Qualification dialog box allows you to specify a condition to compare the
value of a parent or process field with a literal value or the value of another process or
parent field. For example, you can have a currency field and want to assign a task if the
currency value is above $1000.

In addition to the available fields, the Field drop-down includes the

p_task_assignment_count keyword that represents the number of times the first task in the
dependency has been assigned. If your process is built with a dependency to return to a
previous point in the process, then the assignment count is automatically incremented each
time a task is reassigned. Therefore, a qualification can be configured to use the
p_task_assignment_count keyword in a loop if you want to repeat a task or set of tasks a
defined number of times.
Note
To enable a correct evaluation of the qualification, ensure that the data types of the
field and the value are equivalent.
6. Click OK.
7. Click OK again in the Dependency Link dialog box to save your settings.
Example
Adding dependency qualifications

In the figure, the task titled Repeating Task is assigned 4 times as defined by the
qualification on the dependency from the task titled Repeat Loop. The other dependency
from this task should have the condition set to [Else] to continue out of the loop.
Note
You cannot use multiple conditions on a single dependency line to control routing. You
must break it up into separate conditions and use a separate dependency lines.
Creating process templates with common tasks and dependencies

BMC Remedy ITSM Process Designer allows you to link existing process templates to other
process templates. You can create a process template with a common set of tasks and
dependencies, and you can then reference this process template from within other process
templates.
To reference existing process templates within a new process template
1. From the palette, add a Sub-Process Task shape to your process diagram.
2. Select the name and version of the common process from the drop-down list displayed.
You can add any number of sub-process tasks to your process template. You can also
include sub-process tasks in a hierarchy; that is, add a sub-process task to an existing sub-
process task in your process template. You are not limited in the levels of hierarchy you can
add.
3.
3. Click OK.
When the request is created in the BMC Remedy application by using the main parent
process, the sub-process tasks are not created, but instead are replaced by the tasks in the
sub-process referenced by the task.
Changing the process design and task display layout

Process Designer can automatically lay out your process diagram by using the following options:
Centered
Cascading
Radial
Flowchart
To automatically lay out the process, select a blank area of the diagram and select the preferred
layout from the right-click menu.
After the process diagram is altered, it cannot be undone. To revert to the original layout, do not
save the changes to the process after applying the new layout.
Aligning task display horizontally or vertically

To align tasks horizontally or vertically, select multiple tasks by using the Ctrl key and then click
either the button to align them horizontally or the button to align them vertically. All selected
tasks are then aligned to the selected task shape.
Adding diagram notes

Notes can be added to the process diagram to aid the documentation.
To add diagram notes
1. Open the process template to which you want to add diagram notes.
2. Move the cursor to an empty point on the diagram and drag it to draw a note of the size that
you require.
3. Double-click the note to add or change its text.

4. All diagram notes are saved with the process template.
Maintaining process templates for BMC Remedy OnDemand and on-premise

environments
This section describes the maintenance processes for BMC Remedy ITSM Process Designer
process templates. These processes include:
Changing the status of a process template (see page 1540)

Updating a live process template (see page 1541)
Modifying process template properties (see page 1542)
Enabling process locking (see page 1542)
Removing process templates (see page 1542)
Changing the status of a process template

When you create a new process template, it is automatically assigned Design status. At this stage,
you can add and remove task associations and modify any associated records such as tasks,
dependencies, and others.
To modify a process template while retaining a backup copy of the previous version, set the status
of the process template to In Test and reopen it for designing. To set the status of a process
template in the navigation tree, right-click it and select Promote to Test.
Note

Whenever you change the status of a process template, the content menu options
change to reflect the next available status. Additionally, the process template is moved to
the navigation-tree node that corresponds to the new status.
You can use a process template to submit requests only when the process template status is Live.
You cannot update a process template when its status is Live, Suspended, or Archived. You also
cannot update any associated tasks, dependencies, actions, or field values in the process
template.
When you promote a new process template to Live status, you are prompted to replace the current
Live version of the template, if one exists. If you replace the existing process template, its status
changes to Archived.
Note
You must be a member of the Process Designer Admin group to be able to promote a
process template to Live status.
Updating a live process template

When the status of a process template changes to Live, the process template becomes available
for use in creating requests and is protected from any modifications. However, if you need to make
changes in a process template, you can create a new version of the current one. You must first
create an In Test copy of before promoting it to Live status and replacing the existing process
template.
To update a live process template
1. Right-click the process template in the navigation tree, and select Create Test Copy.
A confirmation message showing a new version number is displayed after the copy has
been created.
2. To locate the new copy, navigate to the In Test node on the navigation tree.
3. Modify the new process template as required. For more information, see Creating and
managing a process template (see page 1500).
4.
4. Promote the process template from In Test status to Live status.

When prompted, confirm that you want to replace the current live version of the process
template. The status of the current version changes to Archived.
See Changing the status of a process template (see page 1540) for more information.
Modifying process template properties

To modify the properties of a process template, right-click the process template and select
Properties.
Modify the values that you want to change, and click OK to save the changes.
Enabling process locking

BMC Remedy ITSM Process Designer creates locks when you open a process template in the
Process Designer explorer for editing. Locks prevent multiple users from editing the same template
simultaneously. When you open a process template for editing, all other users are locked out.
You can remove process locks manually, if necessary, through the Process Designer Configuration
Console from within the Process Designer Explorer.
To release the lock on a process template, on the Locks tab of the Configuration Console, select
the process, and then click Release Lock.
You can set the preferences for the information that you see on the Locks tab. Click the
Preferences menu to view the available options. You can add columns, remove columns, set a
refresh interval, perform a reset, and save your preferences.
Removing process templates

To delete a process template that is in Design, In Test, or Archived status from the database, right-
click it and select Delete. This action removes the process template, as well as all of the tasks,
dependencies, actions, and fields in the process template.

Mapping processes to BMC Remedy ITSM applications

When you map a process created in BMC Remedy ITSM Process Designer to a BMC Remedy
ITSM application, you define the criteria for when the specified process template should
automatically be attached to the request (Incident, Problem, Change, or Work Order in BMC
Remedy ITSM). Whenever such a request meets all of the specified mapping parameters, the
process template is attached to the request, and the predefined tasks in the process are
generated.
For example, you create a mapping for company Global with a process called Outage Check for
the Change Management application. You specify operational categories o1, o2, and o3, and
product categories p1, p2, and p3, and Scheduled status. In this case, every change request
created with operation categories op1, op2, op3 and product categories p1, p2, and p3 will
automatically start the Outage Check process when the change request reaches the Scheduled
status.
Note
When Process Designer processes are used for a Company, for the Change Requests
the “Enable Task Phase Management” configuration should not be used because it is not
supported. The tasks for the process attached to the Change Request that has the
“Enable Task Phase Management” option On, do not show up in the task table if such
configuration is enabled.
The operational categories, product categories, and status fields are marked as optional on the
process mapping form. If you leave these fields blank, they act as match all records. For example,
if no operational or product categories are specified for a mapping that relates to the change
application, then all change requests created will start the specified process regardless of their
operational and product categorization values. If you leave the Status field blank, the process starts
when you submit the change request.
The following parameters define the relationship between a BMC Remedy ITSM application
request and the process:
Operating company
BMC Remedy ITSM application
Request status
To map a process to BMC Remedy ITSM applications
2.
2. From the Home page, select Process Designer > Process Mapping Form from the
Application menu.
The Process Mapping Form is displayed in Search mode.
3. To create a new mapping, click New Request on the toolbar.

4. Select a company for which you want to define the mapping. You can select a specific
company or select Global to define the mapping for all companies.
5. If you want the process to run more than once for the same request, select the Force
Restart Process check box.
Note
The Force Restart Process option is available only for the BMC Remedy Change
Management application. If you select the Force Restart Process option, it reopens
a request and restarts the process though the process is completed or aborted.
This option is not available for Incident Management, Problem Management, and
Work Order applications.
6. Select the check boxes for BMC Remedy ITSM applications (Change Management,
Problem Management, Incident Management, Work Order) with which you want to integrate
BMC Remedy ITSM Process Designer.
7. Select the process from the Process Name list.
8.
8. Select the Sort Order. This field specifies which process takes precedence over the default
process look-up order. You can enter any integer value.
Note
The Process Designer has a descending sort order. As a result, if you create two
processes and map them to the same Categorization with different sort orders,
only the process with the higher sort order is executed.
9. Select Operational Categorizations, when applicable.

10. Select Product Categorizations, when applicable.
11. Select the Product Name from the list.
12. Select the Application Status in which the process should attach to the request.
13. Click Save.
All fields in this form, except Status, are automatically populated. (Optional) You must select the
status for the Process Mapping record.
Note
Records with Enabled status are available for use. You cannot use any other
records.
The user must have Admin rights to delete a Process Mapping record.
Best Practices
It is recommended to map processes in such a way that when the request is approved for
implementation, the status of the change request set by the approval process after the approval
should get mapped to the Process Designer process. For example, in the following approval
process, the Process Designer should be mapped to the Scheduled status of the change request
for any change for which this approval process gets attached, if required to use the Process
Designer process for its implementation.

The Process Designer Process mapping should be done at scheduled status of the change
request. When the Process Designer Process is completed, the change moves to the Completed
state automatically.
The Process Designer Processes should not be attached to Change Requests where a
configuration for the given company has the Task Phase Management on.
Mapping processes to BMC Remedy Service Request Management

BMC Remedy ITSM Process Designer integrates with BMC Service Request Management to
generate and control the assignment and progression of tasks in BMC Service Request
Management and Work Orders. When a process is selected in the service request definition
(SRD), BMC Remedy ITSM Process Designer automatically generates tasks that correspond to
each of the process steps.
To map a process to BMC Service Request Management
1. Log on to BMC Remedy Action Request System as a user with permissions to create and
update SRDs.
2. From the Home page, from the Applications menu, select Service Request Management >
Service Catalog Manager Console.
3. When creating a new SRD, select the process template that you want to assign to the
service request by clicking the Select button. The Select Process dialog box appears.
Note
For more information about how to create a new SRD, see Creating a standard
SRD.

4. Select the Use Designer Process check box to display the list of all the processes in Live
status, as defined in the BMC Remedy ITSM Process Designer client for your company.
After installing Process Designer, if the selection check box is unavailable, you can
make it available by using the BMC Remedy Developer Studio.
a. Log on to BMC Remedy Developer Studio. Navigate to BMC
Remedy Developer Studio:
b.
b. Drag and place the Use Designer Process check box as shown in the
following image:
5. Click on the required process.

6. Click Select, and then click Save to save the SRD.
The process template is associated with the SRD.
Note
Ensure that the SRD is in Deployed state before you use it.
Best Practices in BMC Remedy ITSM Process Designer

The following are the best practices to be followed while using BMC Remedy Process Designer:
Getting Service Request Approvals (see page 1549)

Approval action with Change Management (see page 1549)
Setting status of service request (see page 1550)
Setting approver for requests (see page 1550)
Process Designer process mapping (see page 1551)
Restart Task (see page 1551)
Restarting Process Designer process (see page 1552)
Approval Process Configuration (see page 1552)
Attaching status of BMC Remedy ITSM request (see page 1552)
Creating blank tasks (see page 1553)
Setting outcome field (see page 1553)
Selecting the Maintain Layout in Process Tracker check box (see page 1555)
Creating representational assignee group (see page 1555)
Communication with BMC Remedy AR server (see page 1555)
Launching Process Designer Client (see page 1555)
ARID plugin (see page 1556)

Deleting Successful Jobs (see page 1557)

Production Box Settings (see page 1557)
Configuration Console (see page 1557)
Deleting Unnecessary Processes (see page 1557)
Logging tab (see page 1558)
Locks (see page 1558)
SQL Queries tab (see page 1558)
Unit Testing (see page 1558)
Locales (see page 1559)
Backup (see page 1559)
Transactional Data (see page 1559)
Calling Process Designer processes from custom forms (see page 1559)
Returning to parent process (see page 1559)
Getting Service Request Approvals

If you are using the Process Designer process to manage service request approvals, you should
use the Process Designer Approval Task Action. If the Service Request Definition is attached to
the Process Designer process, do not use the Out-of-the-Box (OOTB) approval mappings for
Service Requests in SRD.
Approval action with Change Management

You must follow the procedure given below to implement approval action with change
management.
1. In Process Designer Configuration console, click Rules > Add.

2. Enter a rule name.
3. Enter required duration to keep the task on hold.

3.
4. Add a sample task.

5. Open the task window. Click Classification tab, and then select switch from the Type drop
down list.
6. Click Details tab and assign the rule (created in step 2) to the dummy task.
Setting status of service request

If you are using Process Designer approvals, the Approval Action task should be your first task.
Unless you are using the Process Designer Approvals, it is recommended to set the status of the
Service Request from the First Task to In Progress using the Update Request Action. For more
information, see Actions available for tasks (see page 1514).
Setting approver for requests

While submitting a request, it is recommended to put your manager's details in the request so
that the manager automatically becomes the approver for the request. You can get the manager
details from People record. For more information, see Actions available for tasks (see page 1514).

Process Designer process mapping

For a Change Request you must avoid mapping processes prior to approval. It is recommended to
map processes in such a way that only when the request is approved for implementation, the
change request status is set by the approval process. For example, as highlighted in the following
image, for any change to which the approval process is attached, map the Process Designer
process to the Scheduled status of the Change request.
When the Process Designer process is complete, the Change Request moves to the
Completed status automatically.
It is recommended that the Process Designer processes should not be attached to the
Change Requests if you select the Task Phase Management option for the given company.
For more information, see Mapping processes to BMC Remedy ITSM applications (see page 1543).
Restart Task
The Restart Task feature for Dependency Link is valid only for the Process Designer processes
attached to service requests. This feature is not applicable for the processes attached to BMC
Remedy ITSM requests, such as Change Management, Helpdesk, Problem Management, and
Work Order. This is because the Restart Task option is unavailable for the TMS task and is
available only for Service Request Management (SRM) or ABYD tasks.

Restarting Process Designer process

The Process Designer Mapping form allows you to reopen change requests and restart the
Process Designer process attached to it. However, it is recommended to test it for your use case.
Approval Process Configuration

If you intend to use the Process Designer Approval for the Change feature, you should enable the
feature by selecting the Enabled status from the Status drop-down list.
Attaching status of BMC Remedy ITSM request

You must always attach the status of the BMC Remedy ITSM request to the mapping form.

Creating blank tasks

You should not create blank task without any action on it because an empty task is never
executed. You can assign such tasks explicitly to some support group so that the tasks can be
manually completed.
Setting outcome field

It is recommended to set an outcome field in the Task Details tab. Setting an outcome provides
better visual aid than creating conditions on dependencies, wherever applicable.
With set outcome (example):

Without set outcome (example):

Selecting the Maintain Layout in Process Tracker check box

It is recommended to select the Maintain Layout in Process Tracker option for simple processes
and the processes without sub-process calls or restarts. Select this option if you want the Process
Tracker to display an executed instance of the process with the same layout as designed in the
Process Designer Client. If you do not select the option, an automatic layout algorithm is used.
For more information, see Creating and managing a process template (see page 1500).
Creating representational assignee group

If you do not specify an assignee for a Change Requests, the Change Manager Group becomes
the assignee of the tasks created by Process Designer. In case of Incident Requests, the Incident
Assignee becomes the assignee of the task. You should explicitly create representational assignee
group and assign the automated tasks created by Process Designer while designing the process
flow. If not, the work done in the automated actions of the tasks is attributed to a non-related
support group.
Communication with BMC Remedy AR server

The Process Designer Client uses the Mid-Tier session to communicate with the BMC Remedy AR
server. For this reason, when the Process Designer client is launched from the Mid-Tier, the
browser session should not be logged out for the duration of work performed from the Process
Designer Client. From Process Designer Client, Update Process should be performed from time to
time after modifications of processes.
Launching Process Designer Client

When the Process Designer Client is launched, it caches all the Process Designer-related
configurations. If you create a new configuration record such as an Assignment rule, a Service
Level Agreement (SLA), or an Object Level Agreement (OLA), you must close and re-launch the
Process Designer for the configurations so that it is displayed in the Process Designer Client.

For more information, see Accessing BMC Remedy ITSM Process Designer (see page 1488).
ARID plugin
In a production environment, assign the ARID plug-in its own private thread pool to avoid conflict
with other users and processes when performing operations on the AR System server. However, it
is not required on the development or other low-volume servers. The Process Designer server
uses the general thread pools.
The server queue must have a minimum of two threads available. The maximum number of
threads depends on how many worker threads you require to perform the server-side operations.
The higher this value, the faster the Process Designer server completes its operations in a high-
load environment. However, assigning too many threads to this function can result in slowing down
other areas of your BMC AR System server. BMC recommends a server queue to have a minimum
of two threads and a maximum of eight threads. This allows up to seven operations to be
performed concurrently, if required.
By enabling the audit for a process or a task, you can track the individual changes to processes
and tasks, SLAs, OLAs, and assignment rules. The details include the user who made the change
and the timestamp when the change was performed.

For more information, see Configuring the ARID plug-in and BMC Remedy ITSM Process Designer
runtime settings (see page 709).
Deleting Successful Jobs

Click the Yes option of Delete Successful Jobs in the Configuration tab of Process Designer. Click
No only for debugging.
For more information, see Configuring the ARID plug-in and BMC Remedy ITSM Process Designer
runtime settings (see page 709)
Production Box Settings

During the development time, the development server can carry several versions of processes.
However, in the production box, it is recommended to keep and audit only the processes, which
have undergone modifications from the actual business process perspective.
Configuration Console
You should note the current processes in the Design, Test, Suspended, and Archived phases in
the Process Template tab of Process Designer Configuration Console or from the Process
Designer Client Explorer.
Deleting Unnecessary Processes

Every time you save a process, the Process Designer Client creates a new version of the process.
During the design or a test cycle of a process, you may save the process multiple times thus
creating new versions of the process each time. The existing versions of the process must be
deleted unless they are the specific design-time auditing requirements. This avoids unnecessary
clutter of processes and increases the Process Designer client and run-time performance
marginally.
For more information, see Creating and managing a process template (see page 1500)

Logging tab
When there is any performance issue, the root cause can be found in the logs. Its is recommended
that you set the logging option to Form on the Configuration tab. If set, the Logging tab on the
Configuration Console provides details of the log entries. A Search feature on the Logging tab
helps you to locate the log entries related to specific request. Also, you can find the corresponding
entries in the ABYD:ARIJob and ABYD:Task records.
For more information, see Enabling Process Designer logs (see page 2003).
Locks
When you open a process template in Process Designer for editing, BMC Remedy ITSM Process
Designer creates locks. Locks prevent multiple users from editing the same template
simultaneously.
For more information, see Enabling process locking (see page 1542).
SQL Queries tab

The SQL Queries tab on the Configuration Console lists the SQL queries that are provided as a
part of the standard installation. These queries are used along with the Set Fields action in BMC
Remedy ITSM Process Designer to simplify the counting of records where this is required as a part
of the process logic.
Unit Testing
In large development environments, it is necessary to use the Process Designer Sample form for
process Unit Testing. It can potentially save enormous development time. You can run Service
Request Management (SRM) and BMC Remedy ITSM processes using the Sample Console. You
could easily see the tasks being created for the ITSM processes and use the Process Designer
Wizard to input values. You can also view Process Tracker and the field values on the Console.

Locales
If the environment is expected to be only English, do not install all locales. Some fields created by
Process Designer on non-English locales might require manual layout updates.
For more information, see Locales (see page 1282).
Backup
It is recommended to take regular backups of the ABYD applications and BMC Remedy ITSM form
records that are integrated regularly to avoid loss of data due to data corruption.
Transactional Data
If you have installed Process Designer and there is transactional data in the system, do not
upgrade BMC Remedy ITSM or BMC SRM if you are not using Process Designer 9.0 or
ITSM\SRM 9.0. In such cases, it is recommended to upgrade to Process Designer 9.0 and then
upgrade ITSM\SRM 9.0.
Calling Process Designer processes from custom forms

You can also call the Process Designer processes from the custom forms. You need to put the
fields on the ABYD:ARIJob form.
For Custom forms, the values of the Task Schema is ABYD:Tasks and the template ID is the
Request ID of the process template.
You can study the BMC Remedy ITSM Process mapping code if you want the Process Template
ID to be picked from the code similar to the BMC Remedy ITSM feature.
The filter should have an execute condition based on the requirement such as submit, modify, any
other run if conditions.
Returning to parent process

While running sub-processes, it is important to decide from which task you want to return to the
parent process. The following options are recommended in various scenarios:
If you want the parent process to pause before the sub-process is complete, it is
recommended to return to the parent process from the last task of the process.

If you want the remaining parent process and sub-processes to execute in parallel, it is
recommended to return to the parent process from the first task.
If you want parent process to pause to a certain task and then execute in parallel, it is
recommended to return to the parent process in between task of sub-processes..
Frequently Asked Questions on BMC Remedy ITSM Process

Designer
This topic provides answers to all the frequently asked questions on Process Designer.
FAQs related to Process Designer concepts
What is Process Designer?

BMC Remedy ITSM Process Designer is a tool that you can use to build and implement processes
for requests such as change and service requests. It provides a graphical user interface for
building processes that can be executed within BMC Remedy ITSM applications based on tasks,
dependencies, decisions, and rules without the need to develop new applications or customize
existing applications. BMC Remedy ITSM Process Designer is useful for systems that require
various multiple processes and tasks depending on the type of request.
What are the components of Process Designer?

Process Designer application comprise the following components:
A Process Tracker to view the status and history of each instance of the process
Release management feature with auditing and rollback capability
Decision tree support and a data entry wizard
Full integration with the out-of-the-box BMC Remedy ITSM applications and custom-built
applications
Import and export capability for migrating processes between servers
What are the benefits of using Process Designer?

The Process Designer application has the following benefits:
Processes that suit your business: You can design and implement processes that suit your
business needs without having to customize existing out-of-the-box applications.
Understand and review the processes easily: You can use a graphical format to build and
Faster deployment at lower cost: You can use a simple graphical interface to implement
Reduced support and upgrade costs: BMC Remedy ITSM Process Designer helps reduce
development or customization is required.

Streamlined processes: BMC Remedy ITSM Process Designer enables automation of

Adherence to management, compliance, and audit requirements: The Process Diagram and
Process Tracker provide a diagrammatic view of the process and its current status, and a
historical flow of every transaction through the process.
Simplified user interface: You can build decision trees quickly to provide a simplified user
interface for the data required to support processes
Automated, built-in version control: Processes are automatically version-stamped, which
enables you to easily roll back to or report usage of earlier versions.
Who are the typical users of this product?

Usually Business Administrators or Process Designers for initial process construction,
supplemented by BMC Remedy Administrators to review, augment and deploy.
Does the product support multi-tenancy?

Yes, in the following ways:
Every process belongs to an ITSM company.

When you connect to the client you can only see processes that belong to your own
company (unless you are a Remedy Administrator).
Why should I use Process Designer, if I only want to create SRDs with simple
fulfillment processes?
Process Designer may not offer a lot of cost savings over PDT/AOT approach for very simple
fulfillment processes (for example, creating single incident). However, you may build out complex
fulfillment processes in future or start using Process Designer for other ITSM workflows. Therefore,
there is no need for you to learn any other tool.
Can Process Designer be used with Remedy on Demand?

Yes. You can use Process Designer with Remedy on Demand.
How are Task records used with Process Designer when implemented with SRM?
The task records are back-end records used to control the process routing and
implementation. End-users and administrators should not need to be exposed or interact with
these records directly.
What are other advantages of using Process Designer?

Using Process Designer has the following advantages:
Higher business flexibility

Faster and lower cost deployment – 60% savings
Increase user productivity
Reduced user training costs
Increased process conformance, auditability and governance

Graphical Process builder

Automated implementation of processes in Remedy
Support for multi-tenancy and localization
Process Version control (including rollback capability)
End user process navigator
Graphical process tracking
What versions of Process Designer are available?

The following Process Designer versions are available:
Process Designer 9.0.00

Note
BMC recommends using 9.0.00 version of Process Designer.
Which version of Process Designer is compatible with which version of BMC Remedy ITSM?
The following table provides the compatibility matrix of Process Designer with other products:
AR CMDB ITSM SRM Process Designer
9.0 9.0 9.0 9.0 9.0
9.0 9.0 8.1 SP2 8.1 SP2 9.0
9.0 9.0 8.1 SP1 8.1 SP1 9.0
9.0 9.0 8.1 8.1 9.0
9.0 9.0 8.0 8.0 8.0
9.0 9.0 7604 SP4 7604 SP4 9.0
9.0 9.0 7604 SP2 7604 SP2 9.0
FAQs related to Process Designer Processes
What happens if a process is changed or deleted after it has started executing in

my BMC Remedy ITSM application?
Changing the process has no impact on existing processes that are in-flight. The processes
continue through to completion based on the version of the process that was mapped when the
request was first submitted even if the process is deleted in the Process Designer client.

Can I use multiple conditions on a dependency to control routing?

No. You must break it up into separate conditions and use a separate dependency line for each
one.
Can I use a process in archive state?

No. You cannot use. However, you can use the process if process it is used in Live state and then
moved to archived.
FAQs related to Process Designer Installation
Do you need to install Process Designer on every customer server?

Yes, since the product binaries are used at runtime to initiate and progress the process.
Can I install Process Designer without having BMC Remedy ITSM?

Yes, you can install Process Designer without having BMC Remedy ITSM installed. This will be a
standalone Process Designer installation.
What sequence to follow for installing Process Designer?

You can install Process Designer as per the following sequence:
BMC Remedy AR System > BMC Atrium Core > BMC Remedy ITSM > BMC Service
Request Management > Process Designer
BMC Remedy AR System > BMC Atrium Core > BMC Remedy ITSM > Process Designer >
Note: This includes Process Designer integration with BMC Remedy ITSM, to obtain BMC
Service Request Management integration. In such cases, you must re-run the Process
Designer installation and select BMC Service Request Management as integration point.
BMC Remedy AR System > BMC Atrium Core > Process Designer > BMC Remedy ITSM >
Note: This includes Process Designer Core Install, to obtain BMC Remedy ITSM / BMC
Designer installation and select BMC Remedy ITSM/SRM as integration point.
BMC Remedy AR System > BMC Atrium Core > BMC Service Request Management >
Process Designer > BMC Remedy ITSM
Note: This includes Process Designer integration with BMC Service Request Management,
to obtain BMC Remedy ITSM integration. In such cases, you must re-run the Process
Designer installation and select BMC Remedy ITSM as integration point.
BMC Remedy AR System > BMC Atrium Core > Process Designer > BMC Service Request
Management > BMC Remedy ITSM
Note: This includes Process Designer Core Install, to obtain BMC Remedy ITSM/BMC
Designer installation and select ITSM / BMC Service Request Management as integration
point at such time.

BMC Remedy AR System > BMC Atrium Core > Process Designer
Note: This includes Process Designer Core Install, to obtain BMC Remedy ITSM/BMC
Designer installation and select BMC Remedy ITSM/BMC Service Request Management as
integration point after BMC Remedy ITSM / BMC Service Request Management is installed.
Are there any prerequisites to install Process Designer?

No. There are no prerequisites to install Process Designer apart from BMC Remedy AR System,
BMC Remedy ITSM, and BMC Service Request Management installations.
Is there any post install activity to be performed before installation?

You must restart Mid Tier and must set the default Web path.
Can I install Process Designer in Silent mode?

Yes. Process Designer can be installed in Silent mode.
What do I do if I get errors while Process Designer installation – skip, retry, abort?
If possible retry the step and when the install completes, check the details of failed state and also
check for related documentation of how to handle it. If the documentation too is not clear, contact
the BMC support.
Does Process Designer support pause mode installation?

No. Process Designer does not support pause mode installation.
Can Process Designer be installed on a server group?

Yes, you must install Process Designer on all the servers within the Server Group.
FAQs related to BMC Remedy ITSM and BMC Service Request Management
Does Process Designer create any workflow?

No, the interface to ITSM is completely data-driven. It utilizes the BMC Remedy ITSM task
management system (TMS), creating task records that equate to process steps. However, it adds
some workflows at the install time.
With which BMC Remedy ITSM version I can use Process Designer?
The following table provides the compatibility matrix of Process Designer with other products:
9.0 9.0 9.0 9.0 9.0
9.0 9.0 8.1 SP2 8.1 SP2 9.0
9.0 9.0 8.1 SP1 8.1 SP1 9.0
9.0 9.0 8.1 8.1 9.0
9.0 9.0 8.0 8.0 8.0

9.0 9.0 7604 SP4 7604 SP4 9.0
9.0 9.0 7604 SP2 7604 SP2 9.0
Can Process Designer be used with all the BMC Remedy ITSM / BMC Service
Request Management applications?
Yes, Incident Management, Problem Management, Change Management, BMC Service Request
Management, Work Order are the applications used most commonly with Process Designer.
During install time, you must select the BMC Remedy ITSM components you want to work with.
Is Process Designer compatible with BMC Remedy ITSM 7.5?

No they would need to upgrade to BMC Remedy ITSM 7.6.04 SP2 at the least.
Can I create multiple child work orders under a single parent work order?
Yes, it is possible to do so. However, you can created multiple child work orders under a parent
work order, when you create it only through Create and Manage Request. You cannot create child
work orders from Create New Request.
Why does the Work Info when added to SRM, gets added to non-closed requests?
You observe this behavior because the status syncs are designed to work in the following manner:
First task sets the Service Request status to In Progress.

Last task sets the Service Request status to Completed.
When the Service Request is between In Progress and Completed status, use Create and
Manage Request to create child requests. The child requests will not go to In Progress state
until an incident is nor resolved or a Work Order\Change Request is not completed or the
child requests are cancelled.
The non-closed child requests created using Create and Manage Request will inherit the
work info added to the Service Request.
How mandatory fields are handled in Create New Request Action?

The mandatory fields are highlighted in bold. However, the check for mandatory fields is not done
at the design time so as to avoid any conflicts with the business logic that might exist in the AR
filters. Process Designer should explicitly decide on the mappings. Also, in case of ITSM forms, the
Interface form's field list is shown in the full list view. Here, you must ensure that custom fields are
handled as well.
FAQs related to Approvals
How does Process Designer implement Approvals?

Process Designer uses the Approval Engine to implement approval actions in the process. These
approvals are currently limited to ad-hoc type approvals.

Is it possible to have multiple approval steps in the same process?

Yes you can have as many as you need but they cannot run in parallel and they should be followed
by a step with an assignment rule to check for approval/rejection as the outcome.
Can I have more than one approver at same level for approving a request?
No. Currently, this is a limitation.
FAQs related PDT/AOT
Can I mix Process Designer and PDT/AOT approach?

While it is technically possible to use both approaches in parallel, it is not recommended to mix PDT
/AOT approach with Process Designer approach. Along with a long high curve required to learn
and master both the tools, end users experience two different interactions (visualize request
progress, Activity Log Process Designer ates).
Can Process Designer be used to replace the Q&A?

No, you must still continue to use these for data capture and use Process Designer for the back-
end fulfillment. Rather, Q&A captured in SRM traditionally, can be used in Process Designer
processes for driving the process business logic.
When to use Process Designer and when to use native Task System and BMC
Service Request Management PDT/AOT Approach?
Refer to the following tables:
Use Process Designer, if Use PDT / AOT, if
Existing BMC Service Request Management customer has

Existing BMC Service Request Management customer service request catalog implemented using PDTs/AOTs and
has service request catalog implemented using does not plan to significantly build out their request fulfillment
Process Designer processes.
Existing BMC Service Request Management customer
has service request catalog implemented via PDTs
/AOTs and plans to significantly build out their request
fulfillment processes.
For ITSM:
Use Process Designer when you Use Task Management Native Processing when you
Have a mix of simple and complex processes for which you Need only simple processes.
need a graphical interface to view and manage the processes. Want to interact directly with the task form for
Want to create complex dependencies between tasks. entering data instead of the process designer
Want to capture additional data without making data model wizard.
changes to the task application. Need to generate automate tasks for integration
Want to integrate tasks with any form, perform notifications to other systems without having customization.
and approvals without customization.

Comparison of using SRM PDT vs PD

The following is an example based on customer feedback for Service Request Definition:
Without Process Activities With Process Designer Activities

Designer
Simple SRD Create Simple SRD Create navigational categories

setup: 1 day navigational setup: 30 mins Create SRD
Complex SRD categories Complex SRD Create Abydos Designer process
setup: 3-5 days Create PDT setup: 1 – 2 Service Request Management:
Create AOTs hours Any SR with complex fulfilment (IT or non-IT)
Create Work Use OOB Q&A for Data Capture, Process
Order Designer for fulfilment OR
templates Use AIFs for Data Capture, Process
Create CR Designer for fulfilment.
templates Fulfilment can be cross-ITSM:
Create SRD Create Work Orders, Change
Create Q&A Requests, Incidents etc.
definitions Fulfilment can include Approvals:
Create AIFs For Ad-hoc approvals, use Designer
Approval action
For Complex approvals use OOB
approval config.
Fulfilment process can directly reference any
field value on the SR
For example, use SR Type values to
control process routing decisions
Fulfilment process can include loops where
steps need to be repeated
FAQs related to SRD
How is it possible to use data captured during Q&A to drive/route the fulfillment
process?
Yes these can be read directly from the SR Type fields on the Service Request that are populated
using the Q&A Mappings on the SRD.
My customer already has a Service Request Definitions (SRDs) set up. Can they
still use Process Designer?
Yes, they can use Process Designer for any new SRDs without conflicting with the existing ones.
FAQs - Miscellaneous
How are the mandatory fields handled in Create New Request Action?
When viewed in a full list view, all the required fields on the form are displayed in BOLD. However,
this condition is not applied during the design time, in order to avoid conflict with business logic that
may exist in AR filters. Process Designer should consciously decide on mappings. Also, in case of
ITSM forms, the Interface forms field list is shown in the full list view. Ensure that the custom fields
are handled on the ITSM forms as well.

Can I create ad hoc task using process tracker?

Yes. Using Process Tracker you can create ad hoc task and task templates. However, currently,
this is restricted to Incident. For more information, see Inserting Ad hoc Tasks (see page 1505).
Can this product be used to replace the need for Advanced Interface Forms
(AIFs)?
No, you should still continue to use these for data capture and use Process Designer for the back-
end fulfillment.
Which browsers are supported?

The following browsers are supported:
Internet Explorer 9.x

Mozzila Firefox (latest version)
Google Chrome 39.x
Safari 6.3.x
Which server platforms are supported?

The following server platforms are supported:
Windows Server 2008 R2 x64 and later (Standard, Enterprise, and Datacenter editions)
RHEL 6.5 x64 and later
What is the licensing model for this product?

There is no need to provide/install any license keys – the product will run against any licensed
version later than ITSM 7.6.04 SP2 version of the AR server.
Can Process Designer be accessed with various Midtiers simultaneously, if the

default WebPath is configured to a single MidTier?
No. However, it is possible with the help of Load balancers.
How do I confirm Process Designer integrations are intact post Process Designer
upgrade or ITSM upgrade?
User should be able to use processes already created before upgrade.
Which database platforms are supported?

The following database platforms are supported:
SQL Server 2008 R2

Oracle Database 11gR2 (11.2.0.3.0)

How do I move processes between servers?

Use the Import/Export feature of the Process Designer client, and then re-create the mappings to
the SRD records on the target server.
Does Process Designer make use of the SLM?

No. However, Process Designer has its own OLAs that can be defined against individual tasks and
escalated if the defined threshold is exceeded. However, it is recommended to use SLM
component’s SLAs Feature.
The SLA and OLA functionality in Process Designer today is meant to support simple timed-based
notifications and ability to track OLAs on individual tasks.
SLM should be used at process level instead of Process Designer.
The SLM product should be used for managing the SLA contract agreement with the business. It
provides functionality for managing multiple service level targets, rolling those targets up into an
overall agreement and sending notifications and taking actions as a result.
This functionality is already tightly integrated with SRM and Change Management.
Other key SLM function – Reporting, Dashboards and so on.
Do I have to be a Remedy Administrator to use Process Designer?

No, but you need to be a member of the Process Designer Administrator group.
How is task cancellation in Process Designer different from task cancellation in

ITSM?
In Process Designer, when you cancel a particular task, all the child tasks associated with that task
also get cancelled.
Useful links
Process Designer - Some "Gotcha's" to look out for
Transfer SRD Attachments to INC, via Process Designer
Archiving
For detailed information about different aspects of the archiving process, refer to the following
sections:

Archiving implemented from BMC Remedy AR System (see page 1571)

Archiving benefits (see page 1571)
Lifecycle of an archived record (see page 1571)
Archiving FAQs (see page 1571)
The Archiving feature available with BMC Remedy ITSM helps you to maintain system
performance and to comply with record retention policies by providing a way to remove obsolete
records from your production database using a regular, controlled, and predictable process. The
Archiving process helps you to achieve these goals by moving qualified transactional data records
from the related production data forms (including certain associated forms) to a set of
corresponding archiving forms (all within the same database). The Archive process also provides
you with an exporting (see page 1591) mechanism that you can use to remove archived records
from the archive forms when they have passed their retention date.
By default, the Archiving process runs every 24 hours and uses a set of archiving policies to
determine when a record is ready to be moved to the archive. The archiving policy defines:
Which record types are archived (Incident request, Change requests, and so on)
The required record status (Closed, Retired, Cancelled, and so on)
Note
The archiving process does not consider when the record was closed, retired, or
cancelled. So, for example, an incident request that was submitted 548 days ago,
but was closed only yesterday, is archived during the same archiving run as an
incident request that was submitted 548 days ago and closed on the same day. If
an incident request was submitted 600 days ago, but closed only yesterday, it is
archived in the first archiving run after it is closed.
When to archive a record, according to the Age in Days value (a reference to how long ago
a record either was submitted or was last modified, depending on the record type)
You can control the Archiving process by updating individual archiving policies (see page 1586) to
meet the needs of your organization. For example, you can archive records of a specific type more
or less frequently by providing a custom value for the Age in Days field (which controls when the
record is ready for achiving). You can also disable any given archiving policy to prevent the
associated record type from being archived, or turn the entire Archiving process off and on.

When an Archiving process takes place, it copies the qualified transactional records from the
production form to a corresponding archive form, and then deletes the record from the production
form. Later, you can remove older archived records from the database by performing an export
process, which moves the qualified archived records to a .csv file or deletes them, or both,
according to your preference.
Archiving implemented from BMC Remedy AR System

Although the Archiving process is available with the BMC Remedy ITSM suite of applications and
helps to support the goals of improving application performance, it is implemented at the platform
level, through BMC Remedy AR System.
For information about how BMC Remedy AR System implements archiving the see Archiving data
in the BMC Remedy AR System 9.0 online documentation.
Archiving benefits
The benefits of the Archiving feature are outlined here and in the online conversation that follows.
Archiving data regularly provides the following benefits:
Reduces the size of your production data sets

Improves overall system performance (for example, searches run more quickly, because
they look only at production data and not at archived data)
Enforces organizational data-retention policies
Online conversation about archiving benefits
Click the Play button below to hear an audio presentation between Tony Myers (Principal Product
Manager for the BMC Remedy ITSM suite) and a member of the BMC Information Design and
Development (IDD) team (listening time is 3:25).
Lifecycle of an archived record

The following video illustrates how records cycle through the archiving process (viewing time is 3:
56).
Archiving FAQs
The following FAQs provide you with information about the Archiving process:

How do I implement archiving? (see page 1572)

What if my installation uses custom forms? (see page 1572)
If upgrading, can earlier customizations affect archiving? (see page 1573)
After an upgrade, can I archive records that were created before the upgrade? (see page
1573)
Which applications are archived? (see page 1573)
What types of records are excluded from the archive? (see page 1573)
How can I find out which associated forms are archived with the main forms? (see page 1574)
How does the Archiving process determine when a record is ready to archive? (see page
1574)
If my environment uses data mirroring, will that have an impact on the Archiving process?
(see page 1576)
How do I administer the Archiving process? (see page 1576)
How often are records archived? (see page 1576)
Can I stop an archiving run when it is in mid-process? (see page 1576)
What happens if the archiving process encounters an error or exception condition in a
record? (see page 1577)
Can you search for archived data from the BMC Remedy ITSM applications? (see page 1577)
Does archiving work differently in a multitenant environment? (see page 1577)
What happens to the permissions of archived records? (see page 1577)
What happens to child records when the parent record is archived? (see page 1577)
When two peer records are related, what happens when one is archived and the other is
not? (see page 1578)
Does archiving affect sample transactional data? (see page 1578)
Can the application access data on the archive forms? (see page 1578)
Who can access the data after it is archived, and how? (see page 1578)
Is there any impact on overall system performance when the Archive process is running?
(see page 1578)
Are there other ways to maintain system performance? (see page 1579)
Are there ways to use the Archiving process to improve system performance without
creating an archive? (see page 1579)
How do I implement archiving?

When you install or upgrade to BMC Remedy ITSM 9.0 or later, archiving is enabled by default for
all out-of-the-box forms.
What if my installation uses custom forms?

If you perform customizations in your BMC Remedy ITSM environment, you should be aware of the
archiving information in the BMC Remedy AR System online documentation. The information in the
BMC Remedy AR System documentation is intended for people who need a deeper understanding
of how the Archiving process works, for example, people who create custom forms. In the BMC
Remedy AR System online documentation, start with the Archiving data topic.

In general, if your installation has custom forms that are child forms of a primary application form
(for example, your custom form is a child of the HPD:Help Desk form), you must define an
association to follow between the primary application form and the custom child form. See Defining
associations to follow in the BMC AR System online documentation for information about creating
an association between a primary form and a child. See Archiving architecture (see page 1579) if
you want to understand more about the concept of associations.
If you create new primary forms for which you want to enable archiving, you must enable form level
archiving on that form. See Configuring data archiving for a form in the BMC Remedy AR System
online documentation for information about enabling form level archiving.
If upgrading, can earlier customizations affect archiving?

If you are upgrading, customizations performed on an earlier installation can prevent some records
from being archived.
To ensure that previous customization work won't affect archiving, review all custom and overlaid
filters that are both:
Defined for parent and child forms covered by the archiving policies
Triggered by an On Delete
You must ensure that these filters do not cause exceptions during the archiving process. See also
What happens if the archiving process encounters an error or exception condition in a record? (see
page 1577)
After an upgrade, can I archive records that were created before the upgrade?
Yes. All records that meet the criteria defined in the Archiving process policy for that record type
are archived, regardless of when they were submitted. Click here (see page 1586)to read more
about Archiving process policies and how to manage them.
Which applications are archived?

The Archiving feature archives transactional data for the following BMC Remedy ITSM applications
and components:

BMC Service Desk
Approval
Task
BMC Remedy AR System email messages
What types of records are excluded from the archive?

The following record types are not archived:

BMC Requester console records

Foundation data
Process setup
How can I find out which associated forms are archived with the main forms?
If you have Archive Admin permissions, you can see a list of the associated forms that are archived
along with the main form by opening the main form in BMC Developer Studio (for example, HPD:
Helpdesk) and then opening the Definitions tab. On the Definitions tab, expand the Other
Definitions panel and then expand the Associations to Follow for Archive panel.
How does the Archiving process determine when a record is ready to archive?
It depends on the application. Refer to the following sections for a description of when given main
forms are archived for each BMC Remedy ITSM application:
BMC Change Management (see page 1574)

BMC Knowledge Management (see page 1574)
BMC Service Desk (see page 1575)

By default, the Archiving process archives BMC Change Management records according to the
following criteria (all of the conditions must be true):
The record status must be Closed (in some cases, however, child records such as Task,
which are still open, will be archived; click here (see page 1577) for more information about
child records).
The Do Not Archive (see page 1592) flag value for the record must be null (that is, the flag is
not selected).
The number of days elapsed since the record's Submit Date must be at least 548 (18
months). This value represents the default value and is configurable for each main form by
changing the Age in days (see page 1588) value.

By default, the Archiving process archives the following BMC Knowledge Management record
types:
Knowledge Management
Search History
Search History Company
Search History Operational Categorization
Search History Organizational Department
Search History Product Categorization
Search History Service
Search History Site Region

Search History Source

Search History Visibility Group
The Archive policy archives BMC Knowledge Management records according to the following
criteria (all of the conditions must be true):
The record status must equal one of the following values (depending on the record type):
Retired
Cancelled
Closed Version
not selected).
The number of days elapsed since the record's last modified date must be at least 90 (3
BMC Service Desk

By default, the Archiving process archives the following BMC Service Desk record types:
Incident Management
Problem Management
Solution Database
Known Error
The Archive policy archives Service Desk records according to the following criteria (all of the
conditions must be true):
The record status must be Closed (in some cases, however, child records such as Task,
which are still open, will be archived; click here (see page 1577) for more information about
child records).
not selected).

By default, the Archiving process archives the following BMC Service Request Management record
types:
Service requests
Work orders
The Archive policy archives BMC Service Request Management records according to the following
criteria (all of the conditions must be true):

The record status must equal one of the following values:

Cancelled
Closed
not selected).
months). This value represents the default value and is configurable (see page 1586) for
each main form.
If my environment uses data mirroring, will that have an impact on the Archiving
process?
No. Data mirroring and the Archive process can happen simultaneously without one operation
interfering with the other.
How do I administer the Archiving process?

Using the AR System Archive Manager console you can administer the archiving policies that tell
the system when to move records from the production forms to the archive forms. You can also
use the AR System Archive Manager console to export older data from the archive forms to .csv
files, or to delete older archived records entirely. Click here (see page 1586) for more information
about administering archiving policies from the AR System Archive Manager console.
How often are records archived?

The Archiving process uses a concept called continuous archiving. Continuous archiving employs
a mechanism that automatically archives records, by default, every 24 hours (you can configure the
archiving process (see page 1588) process to run more or less often, according to the needs of your
environment). Continuously archiving records limits the strain an archive run has on the system.
By limiting the strain on the system, you help to ensure performance and reliability compared to
archiving a larger volume of records, for example, every three months.
Can I stop an archiving run when it is in mid-process?

Yes. There are a couple of ways to stop an archiving run while it is in mid-process, depending on
what you need to stop:
Scheduled, full archive run—To stop an entire, scheduled archive run in mid-process, from
the AR System Archive Manager console, turn archiving off (see page 1587).
Individual archiving policy—To stop an individual archiving policy in mid-process when it is
part of a scheduled archiving run, disable the polic (see page 1590)y in the AR System
Archive Manager console. When you disable an individual policy that is part of a regular
archiving run, the archiving run skips the remainder of the qualified records covered by the
disabled policy and moves on to the next archive policy.
On-demand archive—To stop an on-demand archive (see page 1590), disable the applicable
policy (see page 1590) in the AR System Archive Manager console.

Note
When you turn off archiving or disable an archiving policy as mentioned here, the
archiving process finishes archiving the record currently being processed and then
either stops or moves on to the next archiving policy. All of the records that the
archiving run processed before you disabled it remain committed to the Archive
form.
What happens if the archiving process encounters an error or exception condition

in a record?
The main form and all related child forms of a given record must be error or exception free. If the
archiving process encounters any errors or exceptions in a record, it rolls back the entire archive
process for that record and does not include the record in that archiving run.
For information about troubleshooting records that meet the archiving policy but are not being
picked up in the archiving process, click here (see page 1950).
Can you search for archived data from the BMC Remedy ITSM applications?
No. Because archived records are removed from the production system and stored in an archive
form, you cannot find them from the application by searching.
Does archiving work differently in a multitenant environment?

No. The archiving policies are tied to main application forms, not tenancy. You can define only one
archiving policy for each main application form. For example, if your multitenant environment has
three companies, Company A, Company B, and Company C, the Archiving process applies the
one Incident Management archiving policy equally to the incident requests in each of those
companies. The qualified incident requests from companies A, B, and C are all archived in the
same run of the Archiving process.
What happens to the permissions of archived records?

Archiving has no impact on permissions. When a record is moved from a production form to an
archiving form, the archiving form inherits the permission levels of the production form.
What happens to child records when the parent record is archived?

When a parent record is archived, all of its child records are also archived, regardless of their state.
For example, when an incident record with three associated tasks (one of which still has a status of
Open) is archived, all of the task records are archived, too, including the task that is still open. In
addition, any broadcasts created directly from an archived record are removed from the production
system.

When two peer records are related, what happens when one is archived and the
other is not?
Consider the following scenario: You have a change request, which according to the archiving
policy (see page 1586) is ready for archiving and this change request is related to an incident
request that is not ready for archiving.
After the next archiving process runs:
The change request is archived.

The incident request is still available in the production environment.
On the incident request, the Relationships table on the Relationship tab still contains a
reference to the archived change request, but if you select the reference in the table the
system displays a message telling you that the selected record was archived.
The Quick Actions menu of the Relationships table is disabled while the archived record
shown in the table is selected.
Does archiving affect sample transactional data?

Yes. Sample transactional data will be archived if it meets the archiving criteria. To prevent seed
and sample data from being archived, use the Do Not Archive flag (see page 1592) on that data.
Note
The Do Not Archive flag is available only on records that have a status of (depending on
the record type) Closed, Cancelled, Retired, or Closed Version.
Can the application access data on the archive forms?

No. The archive forms have no code associated with them. The archive forms are only data
repositories organized to look like the production form. Because the Archiving process is meant to
help maintain system performance by eliminating obsolete records from the production forms, after
data is copied to an archive form, it cannot be copied back into production.
Who can access the data after it is archived, and how?

System administrators can access archived data by generating reports that can be run against the
archiving forms, using third party reporting applications.
Is there any impact on overall system performance when the Archive process is
running?
No. The Archiving process runs on a single, isolated thread of execution. It has no impact on
overall system performance.

Are there other ways to maintain system performance?

Yes. Make sure that you continue to perform regular database maintenance activities to help
maintain the performance gains realized by running the Archiving process.
Are there ways to use the Archiving process to improve system performance
without creating an archive?
Yes. Using BMC Developer Studio, you can change the Archive Type value (located on the
Archiving tab) of the production forms to Delete From Source (the default value is Copy to
Archive and Delete from Source). If you change the value to Delete From Source,
when the Archive process runs, it deletes the records from the production forms that meet the
archiving policy without also writing them to the archive forms. You must make this change for
each of the main application forms and their associated child forms (and child forms of child forms,
and so on). This change controls the size of your production database, which improves overall
system performance, without also creating an archive.
Because you must be in Base Development Mode to do this work, you cannot overlay these
changes. This restriction means that when you upgrade your installation, you must repeat the
process of changing the Archive Type to Delete from Source for all of the main forms and their
associated child forms.
Related topics
Archiving architecture (see page 1579)
Managing the Archiving process policies (see page 1586)
Preventing a record from being archived (see page 1592)
Troubleshooting the Archiving process (see page 1950)
Archiving architecture
The Archiving process introduced with BMC Remedy ITSM 9.0 makes use of the form-level
association management capabilities that are available with BMC AR System 9.0. Using
association management enables the archiving feature to track and maintain the relationships
among the BMC Remedy ITSM application forms.
Note
For detailed information about how the Archiving process is implemented from the BMC
AR System platform, follow the link provided in Related topics (see page 1585) at the
bottom of this topic.

This topic includes the following sections:
Association management in BMC Remedy AR System (see page 1580)

Understanding the value of associations (see page 1581)
Cardinality (see page 1581)
Relationships (see page 1582)
Type of associations (see page 1584)
Qualifications (see page 1585)
Permissions (see page 1585)
Association management in BMC Remedy AR System
An association is a BMC Action Request (AR) System server object that describes relationships
between entries in BMC Remedy AR System forms. The association enables you to manage
relationships between entries in two forms to support referential integrity, cascade deletes, and
archiving related entries.
An association defines a relationship between entries in two forms. The relationship can have three
cardinality options: One to One, One to Many, and Many to Many. For one-to-one and one-to-many
relationships, an association between two forms is defined by specifying one form as primary and
another form as secondary. For these relationships, the primary form can have only one entry in
the relationship. For many-to-many relationships, there are no primary and secondary forms.
Note
BMC Remedy AR System associations are used in BMC Remedy ITSM application
primarily for archiving. You can also use these associations with RESTful APIs to get
related entries. For more information, see Operations on entry objects.
The following sections are provided:
Understanding the value of associations (see page )

Cardinality (see page )
Relationships (see page )
Type of associations (see page )
Qualifications (see page )
Permissions (see page )

Understanding the value of associations

Associations can be used to describe the data model for an application. You can understand an
application easier with associations. Enforced associations can eliminate the need to create
workflow to restrict operations or to remove related data when an entry is deleted. Reducing the
amount of workflow needed for an application again makes it easier to understand your
applications.
Associations can also be used to govern the behavior of archive definitions. For more information,
see Defining associations to follow.
Cardinality
Each association has cardinality, which dictates how the entries in the two forms are related. The
options are:
One to One — This cardinality describes a relationship in which an entry from the primary
form can be related to exactly zero or one entry in the secondary form.
One to Many — This cardinality describes a relationship in which an entry from the primary
form can be related to zero or more entries in the secondary form.
Many to Many — This cardinality describes a relationship in which an entry from the primary
form can be related to zero or more entries on the secondary form and an entry from the
secondary form can be related to zero or more entries on the primary form.
Note
All cardinality options may have an entry that is related to no other entries. For example,
a one-to-one relationship between an employee and email address includes the
possibility that an employee might not have any email addresses.

Relationships
Data relationships defined by associations may be enforced (strong) or not enforced (weak).
Enforced associations
If an association is defined as enforced, the BMC Remedy AR System server ensures data
integrity is maintained. Data integrity means that the server will enforce the cardinality of the
association and will ensure referential integrity. Thus, an entry will not be able to refer to another
entry that does not exist.
Note
Associations enforced on forms are also enforced on the archives of those forms.

Only one-to-one and one-to-many cardinality can be enforced. You cannot create an enforced
many-to-many relationship in BMC Remedy AR System. The server performs the following
functions for the enforced association:
If an entry is deleted from the primary form, the server deletes all related entries from the
secondary form (cascade delete).
Server does not allow duplicate primary key values in the primary form. For example, each
employee must have unique ID.
Server does not allow entries in the secondary form with invalid foreign key values. For
example, an entry in the contact form must reference a valid employee.
Server does not allow changing primary key values in the primary form if they are
referenced in a secondary form. For example, you cannot change an employee ID if that
employee is referenced in a birth information form.
For one to one associations, the server does not allow creation of entries in the secondary
form if that breaks the cardinality defined by associations. For example, it will not allow
creation of a second birthday entry for the same employee.
Note
If an enforced association is created between forms that already contain data, it is not
necessary that the existing data should have referential integrity. However, any changes
to the data after the association is created will follow enforcement and should have
referential integrity.
Unenforced associations
If an association is not enforced, the BMC Remedy AR System server allows creation of records
even if the creation breaks the cardinality defined by the association or the referential integrity. If an
association is not enforced, the server does not perform the actions listed above for enforced
associations.
Unenforced associations provide a way to describe data relationships that are not directly enforced
by the server. These associations may be otherwise enforced, by defining workflows in BMC
Remedy Developer Studio.
Note
BMC Remedy Data import tool has an option to disable association enforcement while
importing data. For more information, see Form mapping data options. ARMergeEntry api
provides an option to disable association enforcement as well. For more information, see
ARMergeEntry.

Type of associations
Entries in forms may contain direct references to each other, or may be related through a third form
that contains references to each of the related entries. The association type describes which of
these approaches is used.
Association Cardinality Can be Description

type Enforced?
Direct One to Yes Direct associations are primary key and foreign key associations between two forms.
One
Multiple fields from main form can be used as a primary key and similarly multiple fields
One to from the secondary form can be used as a foreign key. In other words, each field of the
Many primary key maps to a field in the foreign key and is called direct association.
Indirect One to Yes These types of associations are called external associations where the associations are
One created by using a third form. This third form, called an association form, stores the
foreign key for both the primary and secondary forms. Multiple fields from the primary
One to form can be mapped to the same number of fields on the association form and similarly
Many multiple fields from the secondary form can be mapped to the same number of fields on
association form.
Many to No
Many
Direct associations
Direct associations involve only two forms, and require that references from one form to the other
use only data that is present on the forms. Direct associations can be used for one-to-one and one-
to-many relationships. They cannot be used for many-to-many relationships. In the following
example, the Employee Phone form directly holds reference to Emp ID of the Employee form.
Employee Employee Phone
Emp details Emp ID Emp ID Phone details
Indirect associations
Indirect associations include a third form that contains references to each of the related forms.
Entries in the two related forms in an indirect association do not have references to each other.
Indirect associations can be used for any kind of relationship, and only an indirect association can
be used for a many-to-many relationship. In the following example, the Employee-Department form
(third form) contains references to the two related forms: Employee and Department.
Note

Whether the association is enforced or not, for an indirect association, the server will
always delete related entries from association form if an entry is deleted either from
primary or secondary form.
Employee Employee-Department Department
Emp details Emp ID Emp ID Dept ID Dept ID Dept Info
Qualifications
When defining an association, you have the option of specifying a qualification for each of the
forms involved. Qualifications allow different relationships between entries in the same two forms
or the storage of multiple relationships in a single indirect association form.
When you specify qualifications, only entries matching the qualification are related to the
association. For example, you might have a Phone details form that includes a Phone Type field
indicating that an entry is an office phone number or another type of phone number. You could
then create different associations between an employee form and the phone details form:
one-to-one association between an employee and an office phone

one-to-many association between an employee and all other phones
You would add a qualification in the first association requiring that the field on the telephone
number form be office phone option.
Permissions
An Association object does not have any permissions. Only administrators are allowed to create,
modify and delete associations. All other users can view an association, if they have access for
viewing the all the fields and forms used in that association.
Related topics
The following topics provide you with information about how the Archiving process is implemented
from the AR System platform. Make sure you read and understand these topics if you need to
customize the Archiving process behavior or need to implement archiving on customized forms.
Archiving data (In the BMC Remedy AR System documentation space. This is a top level
topic that introduces archiving in BMC Remedy AR System and provides links to other,
relevant BMC Remedy AR System archiving documentation.)
Managing the Archiving process policies (see page 1586)

Managing the Archiving process policies

The AR System Archive Manager console is where you manage the archiving process. You can
perform the following tasks from the Archive Manager console:
AR System Archive Manager console overview (see page )

(see page )
Opening the AR System Archive Manager console (see page 1586)
Turning archiving on and off (see page 1587)
Changing how often the archiving process runs (see page 1588)
Changing when a record is ready for archiving (see page 1588)
Disabling individual archiving policies (see page 1590)
Running an on-demand archive process (see page 1590)
Exporting and deleting archive data (see page 1591)
Notes
To access the AR System Archive Manager console, you must have the role of Archive
Admin.
When entering values in console fields, you must type numbers that are positive, whole
numbers, equal to or greater than 1.
BMC Remedy AR System Archive Manager console introduction
AR System Archive Manager console overview

A video walk through of the console is available in the online version of this documentation or here,
on YouTube.
Opening the AR System Archive Manager console

Before you can perform the activities described in this topic, you must open the AR System Archive
Manager console.
1. Open the BMC Remedy ITSM IT Home page.

2. From the Application menu, select AR System Administration > AR System Archive
Manager console.

Turning archiving on and off

The archiving process is turned on by default. However, if your organization does not use archiving
or if you need to temporarily disable the feature (for example, if you need to prevent the Archive
Process from running during system maintenance), you can turn off the feature from the AR
System Archive Manager console.
Even if you turn off the archiving process, you can still perform an on-demand archive run against
selected records. Click here (see page 1590) for information about running an archiving process on
demand.
If you turn off archiving, you can turn it on again by reversing the following procedure.
Turn off Continuous Archiving
At the top of the AR System Archive Manager console, clear the Enable Server Group
Archive check box.

Changing how often the archiving process runs

By default, the system runs an archive process every 24 hours. If this timing is inappropriate for the
needs of your organization, you can change the frequency with which the archiving process
runs. For example, if your organization archives a large volume of records every day, you might
want to increase the frequency of the archiving run from every 24 hours to every 12 hours. By
running the Archiving process more frequently, smaller numbers of records are archived in any
given run, which reduces the impact of the archive run on overall system performance.
To control the frequency of archiving
1. At the top of the AR System Archive Manager console, type a new value in the Run Every
(hours) field.
2. Click Apply.
Note
You can also control the frequency of archiving by setting global archive interval from the
AR System Administration Console. For more information, Setting global archive interval
for forms.
Changing when a record is ready for archiving

The archiving process uses archiving policies to determine whether a record is ready for archiving.
Each record type has its own archiving policy. The archiving policy defines:
Which record types are archived (Incident request, Change requests, and so on)
The required record status (Closed, Retired, Cancelled, and so on)
Note
The archiving process does not consider when the record was closed, retired, or
cancelled. So, for example, an incident request that was submitted 548 days ago,
but was closed only yesterday, is archived during the same archiving run as an
incident request that was submitted 548 days ago and closed on the same day. If
an incident request was submitted 600 days ago, but closed only yesterday, it is
archived in the first archiving run after it is closed.
When to archive a record, according to the Age in Days value (a reference to how long ago
a record either was submitted or was last modified, depending on the record type)

For more information on each of the archiving policies, see archiving BMC Remedy ITSM
application forms. (see page 1574)
Using the AR System Archive Manger console you can change the Age in Days value. Changing
this value allows you to control how long each record type remains in the production database
based on the needs of your organization.
For example, if your help desk generates 30 incident requests for every change request, you might
need to archive incident requests more frequently than change requests.
To change the age in days
1. From the Archive Policies table, select the policy that you want to edit.
2. In the Age in Days field, type the new value.
Tip
If the Age in Days field is not visible in the UI, the policy that you selected is
disabled. To enable the policy, make sure the policy is selected in the table, and
then click Enable Policy.
3. Click Apply.
Notice the value that you typed now appears in the Custom Specified Age In Days column.
When a value is present in both the Default Policy Age In Days column and the Custom
Specified Age In Days column, the system uses the custom age in days to qualify records
for archiving .
4. If necessary, run an on-demand archive process (see page 1590).
You might need to run an on-demand archive process if, for example, you reduced the
number days after which a record type is archived. In this case, you might not want to wait
for the next archive process to move the newly qualified records out of the production
database.
To resume using the default Number of Days value

To resume using the value specified in the Default Policy Age in Days column, highlight the
applicable policy in the Archive Policies table and then click Use system default of x days.
Notice that the system removes the value from the Custom Specified Age in Days column and
leaves the corresponding table cell blank. When the cell is blank, the archiving process uses the
value in the Default Policy Age In Days value to determine when to run the selected archive policy.

Disabling individual archiving policies

You can prevent a specific record type from being archived by disabling its archiving policy. When
an archiving policy is disabled, the archiving process ignores records of the related type when the
process runs. When you are ready to start archiving the record type again, you re-enable the
archiving policy.
To disable an archiving policy
1. From the Archive Policies table, select the policy that you want to disable.
2. Click Disable Policy.
Notice that the associated cell in the Custom Specified Age In Days column changes to a
negative number. A negative number in this cell disables the policy.
Re-enabling disabled archiving policies
1. From the Archive Policies table, select the policy that you want to enable.
2. Click Enable Policy.
Notice that the associated cell in the Custom Specified Age In Days column is now blank,
which tells the archiving process to resume using the value in the Default Policy Age In Days
column.
Note
If you disabled an archiving policy that had used a Custom Specified Age In Days
value, the system changed the custom value to a negative integer to indicate that
the policy was disabled. When you re-enable the policy, the system clears the
negative integer from the associated table cell, but leaves it empty. The system
does not restore the previous custom Age in Days value. If you still need the
archiving policy to reference the custom Age in Days value, you must re-enter the
value.
Running an on-demand archive process

If you need to run an archive process outside of the archiving schedule, you can run an on-demand
archive process. On-demand archive processes let you move data to the archive database by
record type; that is, you can run on-demand archive processes against incident requests, change
requests, and so on.
1. From the Archive Policies table, select the record type for which you want to run the on-
demand archiving process.
2. Click Run Selected Policy Now.

2.
Tip
If the Run Selected Policy Now button is not visible in the UI, the policy that you
selected is disabled. To enable the policy so that you can run an on-demand
archive process, make sure the policy is selected in the table, and then click
Enable Policy.
Exporting and deleting archive data

Over time, your archive forms will become large as they continue to accumulate archived records.
To help you manage the size of these forms, you can:
Move the older archived data from the archive forms to a set of .csv files in your system
database folder (a separate .csv file is created for each archive form)
Delete the older archived data.
You perform these actions by selecting one of the following export operations:
Export and Delete — Copies archived data the same age or older than the Age in Days
value to a set of .csv files and then deletes the exported data from the archive form.
Delete — Deletes archived data equal to or older than the Age in Days value from the
archive forms.
Export — Copies archived data equal to or older than the Age in Days value to the .csv files,
but leaves the data on the archive form.
The Age in Days field in the AR System Archive Manager console controls which records are
moved or deleted. For example, if you type 180 in the Age in Days field, all records that were
archived 180 days ago, or longer, are either moved or deleted. How often you perform an export
depends on the data retention policies of your organization, on the the capacity of your system to
store archived data, or both.
Notes
Do not perform the export operation during peak hours or while doing upgrades. Although
you can cancel an archiving run after it starts, you cannot cancel and export operation.
Exporting and deleting archive data is an asynchronous operation. To trigger the

operation, the AR System Archive Manager console creates an entry in the back end
system form AR System Archived Data Management. Workflow defined on this
form hands off the job to an internal plug-in that runs in the background.
In a server group environment, the export and delete operation runs on the server on
which the operation was created. However, if the mid tier is connected to a load balancer,
the job could be sent to any of the servers in the group that are behind the load balancer.

If you need the export and delete operation to run on a specific server in the group, you
must point the mid tier directly at that server before you start the operation.
To export archived data
1. From the Operation menu, select the type of operation that you want the export to perform.
2. Review and, if necessary, change the value in the Age in Days field.
3. Click Export.
The Export function creates a directory under the following path and writes the exported .csv
files to that directory: <ARInstallationDirectory>/ARServer/Db
Notes
When you see the message Export Successfully, the console is telling you
that the export job was successfully submitted to the backend AR System form,
Archived Data Management. You can monitor the status of the archive job by
opening the Archive Data Management form and looking at the Status value.
To open the Archived Data Management form, type the form's URL in the following
format: http://<serverName>:<portNumber>/arsys/forms/<serverName>
/AR+System+Archived+Data+Management
Errors, if any, are logged in the arextension.log file located in the <
ARInstallationDirectory>/ARServer/Db directory.
Preventing a record from being archived

When you archive a ticket, it is removed from the production environment and sent to offline
storage where it is unavailable for viewing to most end users.
You can, however, exclude records from the archiving process (for example, sample transactional
data) by selecting the Do Not Archive check box as described in the following procedure.
Anyone with update permissions for the ticket can select this option.
Note
The Do Not Archive check box is available only on records with one of the following
statuses:
Closed (BMC Change Management, BMC Service Desk)

Retired, Cancelled, or Closed Version (BMC Knowledge Management)
Cancelled or Closed (BMC Service Request Management)

To prevent a record from being archived
1. Open the record that you want to exclude from the archive.
2. Open the tab that contains the check box, according to the following list:
Date/System tab (BMC Change Management, BMC Service Desk, BMC Service
Request Management / Work Order)
Dates and Costs tab (BMC Service Request Management / Service Request)
3. Under the System Information group, select Do Not Archive.
4. Click Save.
If later you decide that the record can be archived, clear the Do Not Archive check box, and the
record will be included in the next run of the archive process.
Creating new views in BMC Remedy Smart Reporting for

archived forms
BMC Remedy Smart Reporting requires you to create an archive view based on the existing view
to be able to see data from archived forms. This topic describes how to look for an archived form,
and then create a new view for this archived form.
Let us take an example of creating an archive view for the BMC Incident Management view.
Make sure you have set the Archive Process Policy for the required forms. For more
information about archiving process policies, see Managing the Archiving process policies
(see page 1586).
To create an archive view

2. From the Applications menu, go to Smart Reporting > Smart Reporting console.
3. On the Smart Reporting console, go to Administration > Admin Console.
4. Click Views, and open the view for which you want to create an archive view.
BMC Incident Management View

5. Locate the archived form name for each of the forms within the view using BMC Remedy
Developer Studio.
a. Open BMC Remedy Development Studio.
b. Go to All Objects > Forms.
c. Under Filtering Options, enter the name of the form.
d. On the Definitions tab, expand Archive. All archive form names are displayed in the
Archive Form field.
6. From the IT Home Page, go to Applications > Smart Reporting console > BMC Remedy
Smart Reporting console.
7. Choose Administration > Admin Console, and click Export from the Administration menu,
and export the view.
8. Edit the exported XML file:
a. Replace all occurrences of the form names with their corresponding archive form
names. For example, replace TMS:Task with TMS_Task_Archive.
b. Replace the View Name with the new archive view name. For example, replace
Incident Management View with Incident Management Archive view.
9. Save the XML file.
10. Create a new view by importing the XML file into BMC Remedy Smart Reporting.
This will create an archive view of the current view. To make sure that the archive view has been
set up correctly, create a test report using the archive view, and check the report data against the
BMC Remedy AR System data.
BMC Incident Management Archive View

Onboarding users and importing content in

BMC Remedy Smart Reporting
After installing BMC Remedy Smart Reporting, you must onboard users and import out-of-the-box
reporting content to the reporting server. In previous versions of BMC Remedy Smart Reporting, a
single process onboarded users and imported content. Now, however, these processes are
separate:
User onboarding process—Onboards users from BMC Remedy Action Request System
(BMC Remedy AR System) to BMC Remedy Smart Reporting. You must be a BMC Remedy
AR System administrator to perform the onboarding process.
Content import process—Imports out-of-the-box reporting content from BMC Remedy AR
System to BMC Remedy Smart Reporting. This process imports fresh and upgrade content
for installed BMC Remedy applications. You must be a BMC Remedy AR System
administrator, Smart Reporting Admin user or a Struct Admin user who is also a Smart
Reporting Admin to import the content.
Multiple onboarding options are available. Based on your BMC Remedy IT Service Management
deployment - Single company or Multicompany, and BMC Remedy Smart Reporting deployment
option - Single BMC Remedy Smart Reporting server shared by multiple BMC Remedy AR System
server, choose the appropriate onboarding process. The content import process, however, is the
same irrespective of the environment or deployment.
This section provides information about the end-to-end process for onboarding users and importing
content. This topic provides the following information:
Scenarios and options for user onboarding and content import

Multitenancy and data security in BMC Remedy Smart Reporting
End-to-end-tasks for user onboarding and content import
Videos on user onboarding and content import


Related topics
Scenarios and options for user onboarding and content import

In BMC Remedy Smart Reporting, a customer is typically a managing organization that manages
the BMC Remedy AR System instance. In a single-company environment, the customer is typically
same as the company. When BMC Remedy ITSM is implemented in a multicompany environment
(when BMC Remedy ITSM is set up with multiple companies in a shared BMC Remedy AR System
environment), a customer is the managing entity; for example, a Managed Service Provider that
manages the BMC Remedy AR System instance for several companies.
A BMC Remedy Smart Reporting customer runs the user onboarding and content import
processes.
The following table lists deployment scenarios and the corresponding user onboarding and content
import processes:
Deployment scenario Environment setup User onboarding Where to run Content import process
process
Single company Single-company Each BMC Remedy AR Run the content import
defined in BMC Single BMC user or All users ( System server that uses process to import out-of-
Remedy ITSM Remedy AR Service Pack 2 BMC Remedy Smart the-box reporting
System server, or and later) Reporting content for a single-
multiple BMC onboarding company environment
Remedy AR and a BMC Remedy
System servers ITSM multicompany
sharing a single environment.
BMC Remedy
Smart Reporting
server
BMC Remedy ITSM Multicompany The BMC Remedy AR

multicompany Single BMC user onboarding System server to onboard
environment (set up Remedy AR users of each company is
System server The following
with multiple defined in the BMC
with a single BMC onboarding
companies in a Remedy ITSM
Remedy Smart options are
shared BMC Remedy multicompany environment
Reporting server available:
AR System of the BMC Remedy AR
environment) System server.
One
company
at a time
Multiple
companies
in bulk

Multitenancy and data security in BMC Remedy Smart

Reporting
When using BMC Remedy Smart Reporting, data security defined in BMC Remedy Action Request
System (BMC Remedy AR System) is applied for all reporting users. The reporting users can view
only the data they have access to in BMC Remedy AR System.
When BMC Remedy IT Service Management (BMC Remedy ITSM) is implemented in a

multicompany environment (set up with multiple companies in a shared BMC Remedy AR System
environment), data security settings are the same as defined for the BMC Remedy AR System
server. The onboarding option restricts access to only the reports and dashboards of the company
to which a user belongs. Reporting users can view only the listing of reports and dashboards for
their own company.
Additionally, when using collaboration options such as comments, annotations, discussions, and
notifications, other users who belong to the same company are displayed.
End-to-end-tasks for user onboarding and content import

Step Action Additional information
1 (Optional) Configure If secured login (https) is enabled on the Apache Tomcat server for BMC Remedy Smart
the onboarding and Reporting, you must perform the following configuration so that the user onboarding and content
content import links import URL and the BMC Remedy Smart Reporting Admin Console URL (SP2 and later) will
for secured login (see work properly. If you do not use secured login, you can directly run the user onboarding process.
page 1600)
Note: If you configured the URL for secured login in a previous version of BMC Remedy Smart
Reporting and then upgraded BMC Remedy Smart Reporting, the configuration settings are lost
during the upgrade. You must reconfigure the URL for secured login after the upgrade is
complete.
2 Onboard users in The user onboarding process onboards users from BMC Remedy Action Request System (BMC
BMC Remedy Smart Remedy AR System) to BMC Remedy Smart Reporting. Based on your deployment option, you
Reporting (see page can onboard users for a single company in your BMC Remedy IT Service Management (ITSM)
1608) environment or for multiple companies in your BMC Remedy ITSM multicompany environment.
Note: Complete the user onboarding process for all companies before you run the content
import process.
3 Import out-of-the-box The content import process imports out-of-the-box reporting content from the BMC Remedy
content in BMC Action Request System server (AR System server) to BMC Remedy Smart Reporting. This
Remedy Smart process imports fresh and upgrade content for all the installed BMC Remedy applications in the
Reporting (see page following deployment scenarios:
1621)
A single company in a BMC Remedy IT Service Management (BMC Remedy ITSM)
environment
Multiple companies in a multicompany BMC Remedy ITSM environment
After you have onboarded all users in BMC Remedy Smart Reporting, you must manually run
the content import process.

Step Action Additional information
Configuring BMC After you complete the user onboarding and content import processes, you must manually
Remedy Mid Tier to update the BMC Remedy Mid Tier configuration to add the BMC Remedy Smart Reporting
access BMC Remedy server details. If you do not complete this configuration, an error will be displayed when you try
Smart Reporting (see to access the BMC Remedy Smart Reporting console from the BMC Remedy Mid Tier.
page 1624)
5 Verify successful user After you complete the user onboarding and content import processes, verify that all users have
onboarding and been successfully onboarded and content has been imported. Perform this procedure for both
content import (see single-company and multicompany environments.
page 1625)
Videos on user onboarding and content import

Click on each tab in the following click-through graphic to view graphics and videos about user
onboarding and content import in BMC Remedy Smart Reporting.
Tip
To view the video in full-screen mode, watch it on www.youtube.com by clicking the

YouTube icon from the player controls, located at the bottom of the video player.

Click here to view interactive diagram online
The following table provides details about the videos:
Video Name Description YouTube URL
Onboarding This video (01:44) describes the enhancements in the onboarding process of BMC Remedy
process Smart Reporting. In this release, user onboarding and content import run as separate steps. https://youtu.
enhancements Content import imports fresh and upgraded content for BMC applications. In user onboarding, be
in version 9.1 a user creation filter criteria imports selected. /o8XG7IqFXqk
End-to-end This video (06:38) describes the end-to-end steps to perform user onboarding and content
steps for user import in BMC Remedy Smart Reporting 9.1 It also talks about some additional steps you https://youtu.
onboarding need to perform under specific scenarios. be/N_bFRqoM-
and content js
import
User This video (04:51) describes how user onboarding works in different BMC Remedy IT Service
onboarding Management deployment environments. It also provides details about how the new user https://youtu.
onboarding features introduced in version 9.1 such as, separate user onboarding and content be
import steps, user creation filter criteria and bulk onboarding in a multicompany environment, /rvPFC0Bcysk
work.

Video Name Description YouTube URL
Content import This video (2:50) describes how the separate content import process in BMC Remedy Smart
Reporting imports fresh and upgraded content for all installed BMC Remedy applications. https://youtu.
be
/grBvw9RdFuw

After you have verified that user onboarding and content import processes have been completed
successfully, configure BMC Remedy Smart Reporting (see page 734).
Related topics
How multicompany user onboarding works (see page 1605)
Client organizations (see page 1783)
Configuring the onboarding and content import link for secured

login
If secured login (https) is enabled on the Apache Tomcat server for BMC Remedy Smart
Reporting, you must perform the following configuration so that the user onboarding and content
import URL or the BMC Remedy Smart Reporting Admin Console URL (SP2 and later) work
properly. If you do not use secured login, you can directly run the user onboarding process.
Note
If you configured the URL for secured login in a previous version of BMC Remedy Smart
Reporting and then upgraded it, configuration settings are lost during the upgrade. You
must reconfigure the URL for secured login after the upgrade is complete.
To configure secured login
1. On the BMC Remedy Smart Reporting server, run the following command to from the java
installation folder (for example, c:\Program Files\Java\jdk1.7.0_55\bin) to create a keystore
file onboarding.keystore with password.
keytool -genkey -alias server-alias -keyalg RSA -keypass password -storepass

password -keystore <temprarypath to store file>
A keystore file (for example, c:\keystore_pwd\onboarding.keystore) is created.

2. Stop the Apache Tomcat server if it is running.
3.
3. Move the keystore file to the SmartReporting folder under the BMC Remedy Smart
Reporting installation folder.
For example, if BMC Smart Reporting is installed on C:\Reporting, move the keystore file to
C:\Reporting\SmartReporting\onboarding.keystore.
4. Edit the server.xml file located in the <Smart_Reporting_Install_Location>\appserver\conf
folder.
5. Uncomment the following code in the file, and update the keystoreFile and keystorepass
values as per the BMC Remedy Smart Reporting server details:
<Connector port="8443" protocol="org.apache.coyote.http11.Http11Protocol"

SSLEnabled="true" scheme="https" secure="true" clientAuth="false"
sslProtocol="TLS" maxHttpHeaderSize="8192" maxThreads="150"
minSpareThreads="25" maxSpareThreads="75" enableLookups="false"
disableUploadTimeout="true" acceptCount="100" URIEncoding="UTF-8"
keystoreFile="C:\Reporting\SmartReporting\onboarding.keystore"
keystorePass="password" />
6. Edit the web.xml file located in the <Smart_Reporting_Install_Location>

\appserver\webapps\ROOT\WEB-INF folder and the <Smart_Reporting_Install_Location>
\SmartReporting\appserver\webapps\onboarding\WEB-INF folder, and add the following
code:
<security-constraint>
<web-resource-collection>
<web-resource-name>Automatic SSL Forwarding</web-resource-name>
</web-resource-collection>
<user-data-constraint>
<transport-guarantee>
CONFIDENTIAL
</transport-guarantee>
</user-data-constraint>
</security-constraint>
7. Restart the Apache Tomcat server.

8. Access the user onboarding and content import link (http://<Reporting Server HostName>:
<Port>/onboarding/), and verify that you can access the page.

Overview of the user onboarding process


The user onboarding process onboards users from BMC Remedy Action Request System (BMC
Remedy AR System) to BMC Remedy Smart Reporting. Based on your deployment option, you
can onboard users for a single company in your BMC Remedy IT Service Management (ITSM)
environment or for multiple companies in your BMC Remedy ITSM multicompany environment.This
topic provides the following information:
Overview of the user onboarding process (see page 1602)


The user onboarding process performs the following functions:
Creates a single data source for one BMC Remedy Smart Reporting instance.
In addition to a default client organization, creates a Smart Reporting Client Organization for
each company that is onboarded.
Onboards BMC Remedy AR System users to BMC Remedy Smart Reporting for all the
companies in your environment, and adds these users to their respective client
organizations.
A web-based interface is available for user onboarding in single company environment or BMC
Remedy ITSM multicompany environment. For multicompany user onboarding, you can choose to
onboard users from one company at a time or multiple companies in bulk.
User creation filter criteria in onboarding
available as a filter criteria.
The user creation filter criteria works in the following manner:
The BMC Remedy AR System groups filter criterion lists all the groups that are available in
the Group form, except the Computed group.
You can select multiple groups, however, if you do not select any groups, users in all groups
are onboarded.

When you apply BMC Remedy AR System groups as a filter criterion, only those users who
have a Fixed or Floating license and Current status and belonging to the selected BMC
Remedy AR System groups are onboarded.
To use the user creation filter criteria, you must have the following product versions:
BMC Remedy AR System version 9.1.00 or higher
BMC Remedy ITSM version 9.1.00 or higher
BMC Remedy Smart Reporting version 9.1.00 or higher
The user creation filter criteria is applicable to single company onboarding and multicompany
onboarding.
Supported company types in BMC Remedy ITSM mutlicompany onboarding
The BMC Remedy ITSM multicompany onboarding process supports only the following company
types:
Operating Company
Service Provider
Customer
Vendor
Onboarding multiple companies in bulk
BMC Remedy Smart Reporting provides an option to onboard multiple companies at a time. This
onboarding option is useful in a typical BMC Remedy ITSM multicompany environment, set up with
multiple companies in a shared BMC Remedy AR System environment. The bulk onboarding
option eliminates the need to repeat the onboarding procedure multiple times for each company.
The onboarding web interface provides an option that enables you to provide the company-specific
data for all companies by using a comma-separated values (CSV) file.
The file contains comma separated values of the company name, user name of reporting
administrator for that company, and BMC Remedy AR System groups set as the filter criteria. The
entries in the CSV file must have the following format:
For a single BMC Remedy AR System group set as a filter criterion — <companyname>,
<username>,<AR Group;>
For multiple BMC Remedy AR System groups set as filter criteria — <companyname>,
<username>,<AR Group 1;AR Group 2; ... ;AR Group N;>
You must add an entry for one company on one line in the CSV file. Note the following points about
the CSV file:

Adding BMC Remedy AR System groups as filter criteria is optional. If you do not add any
groups, users from all groups who match the default License Type and Status filter criteria
are onboarded.
When you add any groups as filter criteria, only those users who have a Fixed or Floating
license and Current status and belonging to the selected groups are onboarded.
The <companyname> that you specify must be of a company that belongs to the supported
company types (see page 1603).
The <username> that you specify for a company must be of the user who will be the BMC
Remedy Smart Reporting Administrator. For a company, you can assign only one user as
the reporting administrator. So, the CSV file contains only one record per company. All other
users for that company are automatically onboarded, based on their License Type, Status,
and the BMC Remedy AR System group that you select.
Do not add any spaces between the input parameters in the CSV file.
Click here for a sample CSV file.
Before you begin
Read how multicompany user onboarding works (see page 1605).

If secured login (https) is enabled on the Apache Tomcat server for BMC Remedy Smart
Reporting, configure the onboarding and content import links for secured login (see page 1600
).
(Only for multicompany user onboarding) If you are upgrading from a previous version of
BMC Remedy Smart Reporting to version 9.1.00, you must manually update the
qualification criteria (see page 1617) in a BMC Remedy AR System form after upgrade
completes and before the BMC Remedy Smart Reporting User Sync (User Sync) utility runs.
Otherwise, users from the companies that you onboarded in previous versions will be
deleted after User Sync utility runs.
BMC Remedy Smart Reporting does not support onboarding of multiple customers for the
same BMC Remedy AR System server. If you have already onboarded a customer, delete
the existing customer and manually update the entry in the SmartReportingServer_Info form,
before onboarding another customer from the same AR System server. For multicompany
user onboarding, you must perform the same procedure if you want to again onboard a
company that you deleted earlier. For more information, see Deleting a customer or
company for a BMC Remedy AR System server (see page 1619).
If you previously deleted the client organization for a particular company manually, you must
manually delete the entries for that client organization from the
SmartReporting_ClientOrg_Content_Info form. For example, if you deleted the client
organization clientorg, you must delete all entries that have clientorg in the Client Org Name
field of the SmartReporting_ClientOrg_Content_Info form.

If you previously uninstalled BMC Remedy Smart Reporting and then reinstalled it by
pointing to the same BMC Remedy AR System server, ensure that you delete all entries
from the SmartReporting_ClientOrg_Content_Info and SmartReportingServer_Info forms,
before you start the user onboarding process. You must do this as a cleanup process; it
does not apply if you are upgrading BMC Remedy Smart Reporting from a previous version.
Related topics
Deleting a customer or company for a BMC Remedy AR System server (see page 1619)
Updating the AR System group filter criteria (see page 1615)
Updating the qualification criteria for multicompany user onboarding for upgrade scenarios (see
page 1617)
How multi-company user onboarding works

When BMC Remedy IT Service Management (BMC Remedy ITSM) is implemented with multiple
companies in a shared BMC Remedy Action Request System (BMC Remedy AR System)
environment, the managing organization runs the multicompany user onboarding process and the
content import processes for each company defined in BMC Remedy ITSM.
The user onboarding process performs the following functions:
Creates a single data source for one BMC Remedy Smart Reporting instance.
In addition to a default client organization, creates a Smart Reporting Client Organization for
each company that is onboarded.
Onboards BMC Remedy AR System users to BMC Remedy Smart Reporting for all the
companies in your environment, and adds these users to their respective client
organizations.
By default, users are assigned to the company that is defined in the Company field under the
Organization section of the People form. The BMC Remedy Smart Reporting super administrator of
the managing company, usually siadmin, can give users access to another company by manually
adding them to the Smart Reporting Client Organization of that company.

Example scenario
Scenario Action required to enable reporting management

for respective companies
Company A, the managing The Smart Reporting super admin, usually siadmin, must add Harish to the Calbro
organization, manages the companies Services Client Organization and provide appropriate read and write access to Reports
BMC Software, Calbro Services, and and Dashboards to enable Harish to manage reporting for Calbro Services and BMC
Invention, Inc. Software.
Support Engineer Harish manages Girish is already in the appropriate client organization. The siadmin only needs to
BMC Software provide Girish the appropriate read and write access to Reports and Dashboards.
and Calbro Services. The Company
field on Harish's People form record
is set to BMC Software.
Support Engineer Girish manages

Invention, Inc. The Company field on
Girish's People form is set to
Invention, Inc.
User access after onboarding users by using the ITSM multi-company module
Data access defined for the users in BMC Remedy AR System are also applicable for BMC
Remedy Smart Reporting data. Users can access reports and dashboards for their company and
other companies to which they have access in BMC Remedy AR System, even if they are a part of
a single BMC Remedy Smart Reporting client organization.
For example, Bob belongs to the company BMC Software and during onboarding was added to the
BMC Software client organization. However, Bob has access to Calbro Services. Even though he
is not a part of the Calbro Services client organization, he still has access to the Calbro Services
data.

The Company information under the Organization information on a user’s People form helps
manage this segregation of users and their associated company. Users without a company defined
in their People record (created in the BMC Remedy AR System User form) are added as a part of
the default BMC Remedy Smart Reporting client organization and can access all reports and
dashboards available to the default client organization. However, data restrictions as defined in the
BMC Remedy AR System server are applied.
When the managing organization creates new reports that are to be shared with all companies,
they must export and then import the reports to the client organizations of the companies.
If a view or report is modified for one company, the changes are not reflected in the reports or
views of another company.


Onboarding users in BMC Remedy Smart Reporting
To onboard users in BMC Remedy Smart Reporting
1. In your web browser on the system where you have installed BMC Remedy Smart
Reporting, open the user onboarding URL
http://<Reporting Server HostName>:<Port>/onboarding/
2. Depending on your deployment scenario, click Single Company User On-boarding or Multi
Company User On-boarding to open the onboarding page.
3. Enter the following details for the customers you are onboarding:
Field name Description Example value
Onboarding type
Select On- For BMC Remedy ITSM multicompany onboarding One company at a time
boarding Type scenario, select if you want to onboard users from one Bulk
Applies to: company at a time, or from multiple companies in bulk.
multi
company
user
onboarding
- one
company
at a time
multi
company
user
onboarding
- multiple
companies
in bulk
Customer details
Customer Name Identifier for the BMC Remedy AR System server of If you are onboarding data for Calbro
the Customer for whom you are onboarding the data. Services, the Customer Name for a BMC
At the time of onboarding, you can provide a name to Remedy AR System server in
distinguish between the BMC Remedy AR System development environment could be
servers in your environment. calbroservicesdev and that for a server
In a BMC Remedy ITSM multicompany environment, in production environment could be
run the onboarding process for each company defined calbroservicesprod.
in the BMC Remedy ITSM environment.
Note: The Customer Name should be in lower case,
without any special characters.
BMC Remedy AR System server details
BMC Remedy AR Host name of the BMC Remedy AR Server you are ars-srv
Server Name onboarding.
BMC Remedy AR Port number defined for the BMC Remedy AR Server. 0
Server Port
BMC Remedy AR User name: Allen

Server Password: password
Administrator

Username User name and password of the BMC Remedy AR

and System server administrator. This can be any user
BMC Remedy AR defined as an administrator in the BMC Remedy AR
Server System server.
Administrator
Password
User Creation Filter Criteria
AR Groups Criteria to filter and onboard only specific users from Calendar Viewer, Config Master, Admin
Applies to: selected BMC Remedy AR System groups. For more
single information, see User Creation Filter Criteria (see page
company ).
user Select one or more groups.
onboarding Notes:
multi The user onboarding webpage displays the list
company of BMC Remedy AR System groups only after it
user authenticates and connects to the AR System
onboarding server. You must enter correct AR System
- one server details. Enter the value of BMC Remedy
company AR Server Administrator Password and press
at a time tab to view the AR Groups list.
For multi company user onboarding (multiple
companies in bulk) you can enter the BMC
Remedy AR System groups using the CSV file
(see page ).
Select Company Company for which you want to onboard the users. Calbro Services
Applies to: Select a company to be onboarded.
multi Note: The Select Company drop-down list displays
company only those companies that belong to the supported
user company types (see page ).
onboarding
- one
company
at a time
Select CSV File A CSV file that contains one entry for each company to Calbro Services,Allen,Public;
Applies to: be onboarded. For more information, see Onboarding Administrator;
multi multiple companies in bulk (see page ). Invention Inc,Daniel,Administrator;
company Browse and upload the CSV file. BMC Software,Harish
user
onboarding
- multiple
companies
in bulk
Smart Reporting Details
BMC Remedy User name and password of the BMC Remedy Smart User name: siadmin
Smart Reporting Reporting super administrator. Password: siadmin
Administrator The default super administrator name is siadmin.
Username
and
BMC Remedy

Smart Reporting Note: Change the default password after you install
Administrator BMC Remedy Smart Reporting. For more information,
Password see Changing the BMC Remedy Smart Reporting
super admin password (see page 1820).
Assign an User ID of the BMC Remedy AR System user who will Bob
existing BMC be the BMC Remedy Smart Reporting Administrator.
Remedy AR For single company user onboarding, this user
Server user as must belong to the AR System server for which
the Reporting you are onboarding.
Administrator For multicompany user onboarding (one
Applies to: company at a time), this user must belong to the
single company for which you are onboarding.
company Note: For multi company user onboarding (multiple
user companies in bulk), this field is not available. You can
onboarding specify the name of the reporting administrator in the
multi CSV file.
company
user
onboarding
- one
company
at a time
4. Click Next.
For multi company user onboarding (multiple companies in bulk), the interface displays a
summary of the CSV file. The summary lists the following items:
Invalid data such as companies or users not available in BMC Remedy AR System
and users not present in the selected AR Groups.
Missing company names and user names
A list of companies that are already onboarded
5. Click Continue to begin the onboarding process.
6. For multi company user onboarding, the Continue button is enabled only when all the
company data in the CSV file is valid. If the data is invalid, you must view the smartreporting.
log file, correct the data in the CSV file, and then run the onboarding process again.
7. (Optional) Click Check Progress to check the onboarding status.
When the onboarding is complete, the interface displays a confirmation message.
Notes
In multi company user onboarding (multiple companies in bulk), if some companies

fail to onboard, the entire onboarding process does not roll back. Instead, the
onboarding process displays an error message on the summary screen. For
details about companies or users that failed to onboard, see the
<Smart_reporting_install_location>/SmartReporting/appsserver/logs/smartreporting.
log file.

If you modify the role of an already onboarded user to a CMDB user after the
onboarding process is complete, you must manually change the role of that user to
Dashboard Consumer after the User Sync utility runs.
If you want to onboard users from a different AR Group after you have completed
the onboarding of a company, you must update the filter criteria manually. When
the User Sync utility runs, users belonging to the new filter criteria are onboarded.
For more information, see Updating the AR System group filter criteria (see page
1615).

Importing out-of-the-box content in BMC Remedy Smart Reporting (see page 1621)
Related topics
page 1617)
Onboarding users using the BMC Remedy Smart Reporting Admin console
Starting with Service Pack 2 for version 9.1.00, BMC Remedy Smart Reporting is installed with a
BMC Remedy Smart Reporting Admin console that provides options to onboard and off board
users.
To onboard users in BMC Remedy Smart Reporting
1. Log on to the BMC Remedy Smart Reporting Admin console as the BMC Remedy Smart
Reporting super admin user. By default, the URL is http://<Reporting Server
HostName>:<port>/AdminConsole/#.
2. From the Services section, select Customer Onboarding and then select Onboard new
customer.
3. Depending on your deployment scenario, click Single Company User On-boarding or Multi
Company User On-boarding to open the onboarding page.
Enter the following details for the customers you are onboarding:
Onboarding type
Select On- For BMC Remedy ITSM multicompany onboarding Single company at a time
boarding Type scenario, select if you want to onboard users from one Bulk
Applies to: company at a time, or from multiple companies in bulk.
multi
company
user

onboarding
- one
company
at a time
multi
company
user
onboarding
- multiple
companies
in bulk
Customer details
Customer Name Identifier for the BMC Remedy AR System server of If you are onboarding data for Calbro
the Customer for whom you are onboarding the data. Services, the Customer Name for a BMC
At the time of onboarding, you can provide a name to Remedy AR System server in
distinguish between the BMC Remedy AR System development environment could be
servers in your environment. calbroservicesdev and that for a server
In a BMC Remedy ITSM multicompany environment, in production environment could be
run the onboarding process for each company defined calbroservicesprod.
in the BMC Remedy ITSM environment.
Note: The Customer Name should be in lower case,
without any special characters.
BMC Remedy AR System server details
BMC Remedy AR Host name of the BMC Remedy AR Server you are ars-srv
Server Name onboarding.
BMC Remedy AR Port number defined for the BMC Remedy AR Server. 0
Server Port
BMC Remedy AR User name and password of the BMC Remedy AR User name: Allen
Server System server administrator. This can be any user Password: password
Administrator defined as an administrator in the BMC Remedy AR
Username System server.
and
BMC Remedy AR
Server
Administrator
Password
User Creation Filter Criteria
AR Groups Criteria to filter and onboard only specific users from Calendar Viewer, Config Master, Admin
Applies to: selected BMC Remedy AR System groups. For more
single information, see User Creation Filter Criteria (see page
company ).
user Select one or more groups.
onboarding Notes:
multi The user onboarding webpage displays the list
company of BMC Remedy AR System groups only after it
user authenticates and connects to the AR System

onboarding server. You must enter correct AR System

- one server details. Enter the value of BMC Remedy
company AR Server Administrator Password and press
at a time tab to view the AR Groups list.
For multi company user onboarding (multiple
companies in bulk) you can enter the BMC
Remedy AR System groups using the CSV file
(see page ).
Select Company Company for which you want to onboard the users. Calbro Services
Applies to: Select a company to be onboarded.
multi Note
company The Select Company drop-down list displays only
user those companies that belong to the supported
onboarding company types (see page ).
- one
company
at a time
Select CSV File A CSV file that contains one entry for each company to Calbro Services,Allen,Public;
Applies to: be onboarded. For more information, see Onboarding Administrator;
multi multiple companies in bulk (see page ). Invention Inc,Daniel,Administrator;
company Browse and upload the CSV file. BMC Software,Harish
user
onboarding
- multiple
companies
in bulk
Smart Reporting Details
BMC Remedy User name and password of the BMC Remedy Smart User name: siadmin
Smart Reporting Reporting super administrator. Password: siadmin
Administrator The default super administrator name is siadmin.
Username Note: Change the default password after you install
and BMC Remedy Smart Reporting. For more information,
BMC Remedy see Changing the BMC Remedy Smart Reporting
Smart Reporting super admin password (see page 1820).
Administrator
Password
Assign an User ID of the BMC Remedy AR System user who will Bob
existing BMC be the BMC Remedy Smart Reporting Administrator.
Remedy AR For single company user onboarding, this user
Server user as must belong to the AR System server for which
the Reporting you are onboarding.
Administrator For multicompany user onboarding (one
Applies to: company at a time), this user must belong to the
single company for which you are onboarding.
company Note: For multi company user onboarding (multiple
user companies in bulk), this field is not available. You can
onboarding specify the name of the reporting administrator in the
CSV file.

multi
company
user
onboarding
- one
company
at a time
4. Click Next. For multi company user onboarding (multiple companies in bulk), the interface
displays a summary of the CSV file. The summary lists the following items:
Invalid data such as companies or users not available in BMC Remedy AR System
and users not present in the selected AR Groups.
Missing company names and user names
A list of companies that are already onboarded
Click Continue to begin the onboarding process.
5. For multi company user onboarding, the Continue button is enabled only when all the
company data in the CSV file is valid. If the data is invalid, you must view the smartreporting.
log file, correct the data in the CSV file, and then run the onboarding process again.
6. (Optional) Click Check Progress to check the onboarding status.
7. When the onboarding is complete, the interface displays a confirmation message.
In multi company user onboarding (multiple companies in bulk), if some companies
fail to onboard, the entire onboarding process does not roll back. Instead, the
onboarding process displays an error message on the summary screen. For details
about companies or users that failed to onboard, see the
<Smart_reporting_install_location>/SmartReporting/appsserver/logs/smartreporting.
log file.
If you modify the role of an already onboarded user to a CMDB user after the
onboarding process is complete, you must manually change the role of that user to
Dashboard Consumer after the User Sync utility runs.
If you want to onboard users from a different AR Group after you have completed the
onboarding of a company, you must update the filter criteria manually. When the User
Sync utility runs, users belonging to the new filter criteria are onboarded. For more
information, see Updating the AR System group filter criteria (see page 1615).

Related topics
page 1617)

Updating the AR System group filter criteria

If you want to onboard users from a different BMC Remedy Action Request System (BMC Remedy
AR System) group after you finish onboarding a company, you must update the filter criteria
manually. Starting with Service Pack 2, you can update the filter criteria from the new BMC
Remedy Smart Reporting Admin Console.
When the BMC Remedy User Sync (User Sync) utility runs, users belonging to the new filter
criteria are onboarded. For more information about the User Sync utility, see Automatically
synchronizing BMC Remedy AR System users to BMC Remedy Smart Reporting (see page 1818).
To update the BMC Remedy AR System group filter from the BMC Remedy Smart Reporting
Admin Console
1. Log on to the BMC Smart Reporting Admin Console as a Smart Reporting super
administrator.
2. Select Modify user creation filter criteria.
3. Select the customer name from the list displayed, and then click Next.
4. Enter the BMC Remedy AR System Administrator user name and password, and click Verify
AR Details to validate the credentials.
5. After verification, the existing filters are displayed. Select Apply group based filter, and
select the BMC Remedy AR System groups whose users you want to sync with BMC
6. Click Next, verify the groups you selected are displayed in the filters list, the click Confirm
and Update.
To update the BMC Remedy AR System group filter criteria manually
1. Log in to BMC Remedy Mid Tier as an AR System administrator, and open the Group form.
2. Enter the BMC Remedy AR System group name in the Group Name field, and click Search.
3. Note the value in the Group ID field.
4. Open the SmartReportingServer_Info form.
5. In the Reporting Server Host Name field, enter % to search all records.
6. Update the value in the UserCreationFilterQualification field as follows:
a. Begin the filter criteria with an AND clause
b. Include BMC Remedy AR System group IDs in the qualifier list
Sample format and example are as follows:
Type of update Format and example
Single Company User Onboarding
To add one BMC Remedy AR System group Format:

as a filter criterion
AND ('Group List'
LIKE "%;<AR Group
ID>;%")

Example:
AND ('Group List'

LIKE "%;1000000021;%"
)
To add multiple BMC Remedy AR System groups Format:

as filter criteria
AND ('Group List'
LIKE "%;<AR Group 1
ID>;%" OR
'Group List' LIKE "%;
<AR Group 2 ID>;%")
Example:
AND ('Group List'

LIKE "%;1000000021;%"
OR
'Group List' LIKE "%;
1;%")
Multi Company User Onboarding
To add one BMC Remedy AR System group Format:

as a filter criterion
AND (('Company' =
$\NULL$)
OR('Company' = "<Comp
any Name>" AND ('Grou
p List' LIKE
"%;<AR Group ID>;%"))
)
Example:
AND (('Company' =
$\NULL$)
OR('Company' = "Calbr
o Services" AND ('Gro
up List' LIKE "%;1;%"
)))
To add multiple BMC Remedy AR System groups Format:

as filter criteria
AND (('Company' =
$\NULL$)
OR('Company' = "<Comp
any Name>" AND ('Grou
p List' LIKE
"%;<AR Group 1 ID>;%"
OR 'Group List'
LIKE "%;<AR Group 2
ID>;%") ))
Example:

AND (('Company' =
$\NULL$)
OR('Company' = "Calbr
o Services" AND ('Gro
up List' LIKE
"%;1;%" OR 'Group
List' LIKE "%;
20004;%") ))
Notes
Ensure that the qualification criteria have the correct syntax; for example,
the opening and closing brackets must match. Otherwise, the User Sync job
fails.
You can replace already onboarded users from an BMC Remedy AR
System group with users from another group, by replacing the Group ID.
After the User Sync utility runs, the users from the first group are removed,
and users from the new group are onboarded.
7. Save the form and close it.

Updating the qualification criteria for upgrade scenarios

The procedure described in this topic is applicable for multicompany user onboarding.
If you are upgrading from a previous version of BMC Remedy Smart Reporting to version 9.1.00,
for multicompany user onboarding, you must update the qualification criterion in a BMC Remedy
AR System form after the upgrade is complete and before the BMC Remedy Smart Reporting User
Sync (User Sync) utility runs. For more information about the User Sync utility, see Automatically
synchronizing BMC Remedy AR System users to BMC Remedy Smart Reporting (see page 1818).
When the User Sync utility runs after the upgrade is complete, users from the companies that you
onboarded in previous versions are deleted. To avoid this, you must manually update the value in
the UserCreationFilterQualification field in the SmartReportingServer_Info form, and add a

qualification for the previously onboarded company. When the User Sync utility runs after you
update the qualification criterion, users from the previously onboarded company who match the
License Type and Status filter criteria are retained; only those users who do not match this filter
criteria are deleted.
Perform the steps described in this topic to manually update the qualification before the User Sync
utility runs.
To manually update the qualification criteria
1. Login as the AR System administrator to the AR System server from which you have
onboarded.
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 in BMC Remedy Smart Reporting in a version prior to 9.1.00, say Calbro Services.
You then upgraded BMC Remedy Smart Reporting to version 9.1.00 or higher.
You must add a qualification string in the UserCreationFilterQualification field, before the User Sync utility runs.
Add the following qualification:
AND (('Company' = $\NULL$) OR ('Company' = "Calbro Services"))
Scenario 2
You onboarded a company in BMC Remedy Smart Reporting in a version prior to 9.1.00, say Calbro Services.
You then upgraded BMC Remedy Smart Reporting to version 9.1.00 or higher and onboarded a new company in version
9.1.00, say Invention, Inc.
You must update the qualification string in the UserCreationFilterQualification field for Calbro Services before the User
Sync utility runs.
Qualification string after onboarding a new company in version 9.1.00:
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.

Deleting a customer or company for a BMC Remedy AR System server

BMC Remedy Smart Reporting does not support onboarding of multiple customers for the same
BMC Remedy AR System server. If you have already onboarded a customer, you must delete the
existing customer and manually update the entry in the SmartReportingServer_Info form. You must
perform this procedure before onboarding another customer from the same AR System server.
Note
If you are using Service Pack 2, instead of manually deleting the customer, use the
Offboarding (see page 1626)process for deleting the company.
For single-company user onboarding, you must perform this procedure in the following scenarios:
Replacing a customer with a new customer

Onboarding a customer that you have previously onboarded
Shifting from a single-company environment to a multi-company environment
For multi-company user onboarding, you must perform the same procedure if you want to again
onboard a company that you deleted earlier.
To delete a customer in a single-company user onboarding scenario (see page 1619)

To delete a company in a multi-company user onboarding scenario (see page 1620)
To delete a customer in a single-company user onboarding scenario
1. Log in to BMC Remedy Smart Reporting as the super administrator, usually, siadmin.
2. On the BMC Remedy Smart Reporting console, select Administration > Admin Console >
Client organizations.
3. Select the existing customer (client organization) and click Delete.
4. As the BMC Remedy AR System administrator, log on to the AR System server from which
you onboarded the customer.
6. In the Reporting Server Host Name field, enter % to search all records.
7. Delete the record listed in the search result.
8. Close the browser window.

To delete a company in a multi-company user onboarding scenario
1. Log in to BMC Remedy Smart Reporting as the super administrator, usually siadmin.
2. On the BMC Remedy Smart Reporting console, choose Administration > Admin console >
Client organizations.
3. Select an existing company (client organization) and click Delete.
4. Log in as the AR System administrator to the AR System server from which you have
onboarded.
6. Search all records by using entering '%' as the search string in the Reporting Server Host
Name field.
7. From the string in the UserCreationFilterQualification field, delete the substring for the
company you deleted, along with the filter qualification, if any, for that company.
For example, suppose you had previously onboarded the following company:
Customer name — CompanyA
Company name — Calbro Services
User creation filter criteria — Administrator
When the onboarding process is complete, the following entries are created:
Client organization in BMC Remedy Smart Reporting server — CompanyA_Calbro
Services
Qualification string in UserCreationFilterQualification field of
SmartReportingServer_Info form:
AND (('Company' = $\NULL$) OR('Company' = "Calbro Services" AND ('Group

List' LIKE "%;1;%")))
After you delete CompanyA_Calbro Services client organization, delete the substring for
Calbro Services from the qualification string in UserCreationFilterQualification field of the
SmartReportingServer_Info form.
OR('Company' = "Calbro Services" AND ('Group List' LIKE "%;1;%")
The new qualification string after deleting the company specific substring is as follows:
AND (('Company' = $\NULL$))
Note
Ensure that the new substring has the correct syntax; for example, the opening
and closing brackets must match.

8. Save the changes and close the browser window.

Importing out-of-the-box content in BMC Remedy Smart

Reporting
The content import process imports out-of-the-box reporting content from the BMC Remedy Action
Request System server (AR System server) to BMC Remedy Smart Reporting. This process
imports fresh and upgrade content for all the installed BMC Remedy applications in the following
deployment scenarios:
A single company in a BMC Remedy IT Service Management (BMC Remedy ITSM)

environment
Multiple companies in a multicompany BMC Remedy ITSM environment
After you have onboarded all users in BMC Remedy Smart Reporting, you must manually run the
content import process.
Overview of content import process (see page 1621)

To import out-of-the-box reporting content (see page 1623)
Overview of content import process

Content is the core of BMC Remedy Smart Reporting, which provides various reporting options for
data from the BMC Remedy applications. Individual installers, such as BMC Atrium CMDB or BMC
HR Case Management, push fresh and upgrade content to a BMC Remedy AR System form
during installation. The content import process imports the content for each application from the
BMC Remedy AR System form to BMC Remedy Smart Reporting.
If you install or upgrade an application after importing the content for the first time, you can
manually trigger the process again. The process imports content only for newly installed or
upgraded applications, and not for applications for which you imported content earlier. For
example, suppose you are upgrading BMC Remedy applications from version 9.0.00 to version
9.1.00. In version 9.0.00, you had BMC Atrium CMDB and BMC Remedy ITSM. While upgrading to
version 9.1.00, you also installed a new application, BMC HR Case Management. When you run
the content import process, it imports fresh content for the BMC HR Case Management application
and upgrades the content for BMC Atrium CMDB and BMC 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 you run the content import process, the process overwrites
the customized content.
Note
BMC recommends that you do not customize out-of-the-box-content, but create a copy
and customize the copy. If you directly customize out-of-the-box content, and you run the
content import process, the process overwrites the customized content. The content
import process does not overwrite the customized copy, and you must manually reconcile
changes to it.
Consider the following examples:
Example Report_A was imported earlier as fresh content for BMC Remedy ITSM version 9.0.00. Now you have upgraded
for BMC Remedy ITSM to version 9.1.00. With the upgrade, Report_A was updated as Report_A_91. When you run
upgraded the content import process after the upgrade, the process overwrites Report_A with the new Report_A_91
content
Example In BMC Remedy Smart Reporting version 9.0.00, you customized an out-of-the-box report, Report_B, and saved a
for copy as Report_B_Custom. You upgraded BMC Remedy applications to version 9.1.00 and ran the content import
customized process after the upgrade was complete. In version 9.1.00, out-of-the-box Report_B was updated. After you run the
content content import process for upgraded content, the process overwrites Report_B from version 9.0.00 with Report_B
from version 9.1.00. The process does not update Report_B_Custom. You must manually reconcile any changes to
Report_B_Custom after upgrading.
Before you begin
If secured login (https) is enabled on the BMC Remedy Smart Reporting Tomcat server,
configure the onboarding and content import link for secured login (see page 1600).
Onboard users in BMC Remedy Smart Reporting. (see page 1602)
To be able to import content in BMC Remedy Smart Reporting, ensure that you are a member of
one of the following:
AR Admin group
(From BMC Remedy AR System 9.1.00.001 onwards) Struct Admin group and Smart
Reporting Admin group—You must belong to both these groups to be able to import
content.
For more information, refer to SW00507685 in Known and corrected issues from the BMC
Remedy AR System online documentation.
Note

Applying BMC Remedy AR System 9.1 Patch 1 makes the Smart Reporting Admin
group available. After applying Patch 1, if AR System administrators do not see the
Smart Reporting Admin group in BMC Remedy Mid Tier, they must flush the BMC
Remedy Mid Tier cache.
For more information about Patch 1, see 9.1.00.001: Patch 1 for version 9.1.00
from the BMC Remedy AR System online documentation.
For more information about flushing BMC Remedy Mid Tier cache, see 'Flush
Cache' in About Mid Tier caching from the BMC Remedy AR System online
documentation.
To import out-of-the-box reporting content

Depending on the installed version, use one of the following procedures to import product content:
Service pack 2 or later Prior to service pack 2
1. Log on to the BMC Remedy Smart Reporting Admin 1. On the system where you have installed BMC Remedy
Console as the Smart Reporting super admin. Smart Reporting, open the following URL in your web
2. From the Services menu, click Import Content.Note: The browser:
Import Content link is also displayed on the customer http://<Reporting Server HostName>:<Port>
onboarding confirmation screen. /onboarding/
3. Select the customer for whom you want to import the 2. Click the Import Content tab.
reporting content, and click Next. 3. On the Content Import page, enter the following BMC
4. Follow the import content wizard to complete the content Remedy AR System server details:
import. 4. BMC Remedy AR Server Name and port — Details of
Starting with Service Pack 2 you can select the product the BMC Remedy AR System server you used for user
name and version (current and later versions only) for onboarding. For example, BMC AR Server :ars-srv.01,
which you want to import content. Click Add once you Port: 0
select the product and version to add it to the import list. 5. BMC Remedy AR System Administrator user name and
You must do this for each product and version you want password — Login credentials for any user defined as
to import content for. an Administrator in the BMC AR System server.
5. Validate your selection and then click Start Import. 6. Click Import.
7. When the content import is in progress, you can click
Notes: View Progress to
Re-importing data for a version will overwrite the out-of- Note:

the-box data. Any data that was modified is lost.
If you choose the Select All option from the product list, While the process is still running, you can view the content
content of the latest version of all listed products is import status for a particular application of a specific client
imported. organization in the SmartReporting_ClientOrg_Content_Info
The time taken for import depends on the number of form. The following field values suggest that the content
products you import data for. import process is complete for that application and client
organization:
After completion, the process displays the content import result.
For information about any failures, refer to the sr.<timeStamp>. Content Type—Contains the value UpgradeContent
log file. You can fix the issues and re-import the content for Content Version—Contains the latest application
failed applications. version
After completion, the process displays the content import

result. For information about any failures, refer to the
smartreporting.log file. You can fix the issues and re-import
the content for failed applications.


Configure BMC Remedy Mid Tier for accessing BMC Remedy Smart Reporting (see page 1624)
Related topic
Importing content by using a stand-alone utility (see page 1624)
Importing content by using a stand-alone utility

Use the content import stand-alone utility to import content for applications that experienced
installation failures in which content could not be pushed to the SmartReporting_Contents AR
System form.
This utility is not supported for Service Pack 2 or later.
1. Open the log4j.properties file located in the <AR_System_Install_Location>

\ARSystem\SmartReporting\appserver\webapps\onboarding\WEB-INF\classes directory.
2. Change the following entry:
Change from log4j.rootCategory=ERROR, cons, applog
Change to log4j.rootCategory=INFO, cons, applog
3. Save the log4j.properties file.

4. Run the Import Content stand-alone utility by running the following file:
File (Microsoft Windows) ImportContentStandaloneTool.bat
name (UNIX) ImportContentStandaloneTool.sh
File (For bundled Tomcat server) <AR_System_Install_Location>

location \ARSystem\SmartReporting\appserver\webapps\onboarding\WEB-INF\classes
(For external Tomcat server) <Tomcat_Install_Location>\webapps\onboarding\WEB-INF\classes
Related topic
Configuring BMC Remedy Mid Tier to access BMC Remedy

Smart Reporting
By configuring the BMC Remedy Mid Tier settings, you can enable navigation from BMC Remedy
Mid Tier to BMC Remedy Smart Reporting.
After you complete the user onboarding and content import processes, you must manually update
the BMC Remedy Mid Tier configuration to add the BMC Remedy Smart Reporting server details.
If you do not complete this configuration, an error will be displayed when you try to access the
BMC Remedy Smart Reporting console from the BMC Remedy Mid Tier.

To configure the BMC Remedy Mid Tier
1. In the BMC Remedy Mid Tier configuration tool, click Report Settings.
2. Enter the BMC Remedy Smart Reporting information:
Field Description Example
name
Reporting (For a bundled Tomcat server) BMC Remedy Smart Reporting server host name http://reporting-srv:
URL and port number. 8181/
Note: This entry must end with a forward slash (/).
(For an external Tomcat server) BMC Remedy Smart Reporting server host name, http://reporting-srv:
port number, and Smart Reporting context. 8181
Note: This entry must end with a forward slash (/). /SmartReporting/
Admin BMC Remedy Smart Reporting super administrator, as defined during the siadmin
User installation process
Admin Password for the BMC Remedy Smart Reporting super administrator siadmin
Password Note: This password must be updated if the siadmin password for BMC Remedy
with Smart Reporting is changed.
For more information about updating the siadmin password, see Changing the BMC
Remedy Smart Reporting super admin password (see page 1820).
Customer Customer name provided in the onboarding wizard bmc

name
Note
If you get a validation error message, your changes are not saved. You must fix
the errors for the changes to be saved. You can find detailed error messages in
the BMC Remedy Mid Tier configuration log files.

Verifying successful user onboarding and content import (see page 1625)
Verifying successful user onboarding and content import

After you complete the user onboarding and content import processes, verify that all users have
been successfully onboarded and content has been imported. Perform this procedure for both
single-company and multicompany environments.
To verify successful user onboarding and content import
1. Verify that there are no error messages in the following log file:
<Smart_reporting_install_location>/SmartReporting/appsserver/logs/smartreporting.log
2.
2. To verify that the customer has been successfully onboarded, log in to the BMC Remedy
Mid Tier as follows:
Single-company user onboarding—Use the login ID of the BMC Remedy AR System
user who has been defined as the BMC Remedy Smart Reporting Administrator; for
example, Bob.
Multicompany user onboarding (one company at a time and bulk)—Log in as the
BMC Remedy Smart Reporting super administrator, usually siadmin.
3. From the Applications menu, navigate to Smart Reporting > Smart Reporting Console.
You are directed to the BMC Remedy Smart Reporting console.
4. On the BMC Remedy Smart Reporting console, navigate to Administration > Admin Console
.
5. From the Administration pane at the right, select Client Organizations.
6. Verify that a client organization has been created for each company that you onboarded in
addition to the default client organization.
For example, if you onboarded Company A and Company B, client organizations msp.
admin_Company A and msp.admin_Company B should have been created.
7. Click each client organization to view and verify the users that have been onboarded for the
corresponding company.
8. Verify that all out-of-the-box reporting content, such as dashboards and reports, is available.

Configuring BMC Remedy Smart Reporting (see page 734)
Offboarding users and clearing the database in BMC Remedy

Smart Reporting
Prior to Service Pack 2 for ITSM version 9.1.00, users had to manually delete a customer and
clean up any related information from the Smart Reporting database Starting with Service Pack 2,
the offboarding service provided in the Admin Console of BMC Remedy Smart Reporting allows
you to delete users for an existing company. The offboarding process must be followed by the
database clean up process so that any inactive customers or users are hard deleted from the
database.
To offboard a customer
1. Log on to the BMC Smart Reporting Admin Console as a Smart Reporting super
administrator.
2. Under the Services menu on the Home Page, click Offboarding.
3. From the list displayed, select the customer(s) you want to offboard. Then click Next.
4. Follow the offboarding wizard to complete the offboarding process.
You are required to provide the BMC Remedy AR System server administrator details to
validate the BMC Remedy AR System server of the customer you are offboarding during the
process.
5.
5. When the offboarding process is complete, select the Cleanup database option on the
confirmation screen.
Note
The database clean up service can be accessed from the Services menu of the
BMC Remedy Smart Reporting Admin Console.
6. Complete the database clean up process, so that inactive customers and users of the
offboarded company are hard deleted from the Smart Reporting database
Administering BMC Remedy Smart Reporting

BMC Remedy Smart Reporting administration console (see page 1627)
Enabling broadcasting (see page 1785)
Optimizing BMC Remedy Smart Reporting performance (see page 1789)
Creating Content (see page 1794)
Rebranding BMC Remedy Smart Reporting (see page 1810)
Updating view references in out-of-the-box reports to custom views (see page 1815)
Updating BMC Remedy Smart Reporting data source connection password (see page 1816)
Configuring BMC Remedy Smart Reporting log settings (see page 1817)
Automatically synchronizing BMC Remedy AR System users to BMC Remedy Smart
Reporting (see page 1818)
Changing the BMC Remedy Smart Reporting super admin password (see page 1820)
Adding a new BMC Remedy Smart Reporting administrator (see page 1821)
Out of the box audit dashboards and reports (see page 1821)
Setting up audit reports in BMC Remedy Smart Reporting (see page 1823)
BMC Remedy Smart Reporting administration console

The Administration Console is a centralized configuration page that allows admin users fast access
to all the controls they need to maintain the system.
To access the Administration console, you must log on to the BMC Remedy Mid-Tier as a Smart
Reporting administrator. From the Mid-Tier, navigate to the Smart Reporting Console and choose
the Administration tab and click Admin.

The Admin Console is split into the following panels:
Administration tour and help (see page 1628)

Usage KPIs (see page 1629)
Main panel (see page 1629)
Configuration items (see page 1635)
Administration items (see page 1635)
Administration tour and help
This panel provides new administrators with a brief overview of the page and access to the
Administration Tour storyboard and help.
Administration tour
The Administration Tour storyboard is designed to give users a quick run through the components
available in the Admin Console.
By default, if Tutorial Content was loaded during installation, the tour storyboard will be available as
sample content. If tutorial content was not loaded, or a custom storyboard is to be used for this
purpose, the Administration Tour can be configured through Administration > Configuration >
System Tab > General. Here the user can select any active storyboard to use.
Help
The Need Help? section provides admin users with links to wiki documentation (see page 102).
This is only available when the application name is configured as BMC Remedy Smart Reporting.
To change the application the following script can be run on the BMC Remedy Smart Reporting
Configuration database:

insert into Configuration (IpOrg,ConfigTypeCode,ConfigCode,ConfigData) values (1, 'SYSTEM' ,

'APPNAME' , 'NewApplicationNameHere' )
The NewApplicationNameHere should contain the name you wish to assign the application.
Note
You will have to stop the BMC Remedy Smart Reporting server before applying this
change.
Usage KPIs
These are designed to help the administrator monitor how much of the system content is actively
used.
Note
This option is available only to the BMC Remedy Smart Reporting super admin, usually
siadmin user.
KPI Description
Users This monitors the number of registered writers vs. the number of licensed writers, allowing the administrator to see
how close they are to the licence limit. When there are less than 5% users left available on the license, the number
will be highlighted red.
Unique This monitors the number of unique user logins in the last 30 days, allowing the administrator to see how the
Logins system traffic is tracking.
Dashboards This monitors the number of unique dashboard tabs accessed each day for the last 30 days vs. the total number of
active tabs available, allowing the administrator to see what proportion of tabs are used. When less than 50% of
dashboards are used, they're highlighted red. When more than 75% are used, they're highlighted blue
Reports This monitors the number of unique reports accessed each day for the last 30 days vs. the total number of active
reports available, allowing the administrator to see what proportion of reports are used.
Main panel

This contains commonly used definitions and settings in Administration.
Option Description
Data
This displays a list of data source connections currently available in the system.
sources
Views
This displays a searchable list of views currently available in the system. From here the administrator can add, edit,
copy, or delete views.
See Views (see page 1636) for more information.
Users
This displays a searchable list of users currently in the system. From here the administrator can add, edit, email,
change role assignments, import, and delete users.

Option Description
See BMC Remedy Smart Reporting users (see page 1694) for more information.
Roles
This displays a list of roles currently available in the system, with a count of users assigned to each. From here the
administrator can add, edit, copy, and delete roles.
See BMC Remedy Smart Reporting user roles (see page 1698) for more information.
User
This displays a list of user groups currently defined in the system, with a count of users assigned to each that you
Groups
can click on to view a list. From here the administrator can add, edit, or delete groups.

Option Description
See User groups (see page 1704) for more information.
Content
This displays a list of content categories and sub categories currently defined in the system. From here the
Categories
administrator can add, edit, or delete content categories.
See Content categories (see page 1706) for more information.
Field
This displays a list of field categories currently defined in the system. From here the administrator can add, edit, or
Categories
delete field categories.

Option Description
See View & Field Categories (see page 1712) for more information.
View
This displays a list of view categories currently defined in the system. From here the administrator can add, edit,
Categories
delete, and assign/unassign field categories to/from view categories.
See View & Field Categories (see page 1712) for more information.
Org
Reference This displays a list of org reference codes currently defined in the system. From here the administrator can edit an
org ref code.
Codes

Option Description
See Organisation Reference Codes (see page 1679) for more information.
Storyboard
This displays a list of storyboard themes currently defined in the system. From here the administrator can add, edit,
Themes
copy, or delete a theme.
See Storyboard themes (see page 1720) for more information.
Content
Tags This displays a list of content tags currently defined in the system. From here the administrator can add, edit, view
usage, and delete tags.
See Content Tags (see page 1736) for more information.
Data Filter
This displays a list of available date filter periods in the system. From here the administrator can enable/disable
Periods
periods from use.
Note: This option is available only to the BMC Remedy Smart Reporting super admin, usually siadmin user.\

Option Description
See Date Filter Periods (see page 1738) for more information.
Configuration items
Icon Item Description
Configuration This allows the user to configure a wide range of settings that fall under Email, System, Region,
(see page Authentication, and Integration categories.
1740)
Content This allows the user to configure a wide range of content settings and formatting defaults that fall under
settings (see Report, Chart, Dashboard, Storyboard, and Browse Page categories.
page 1748)
Images and This allows the user to load new images into the system, and define items such as raster maps, and
maps (see WMS layers. Raster maps are images with each zone specified as a unique color which defines the
page 1757) zones to be replaced by heat map coloring.
Email This allows the user to customize the look and feel of system-generated emails.
template
(see page
1759)
Administration items

Icon Item Description
Session This allows the user to view a list of current sessions, and close selected sessions. This is useful if
Management you have a user that has logged on from one IP address and then tries to log on from another but
(see page 1761) has been denied access.
Schedule This allows the user to view and manage a list of schedules defined in the system. Schedule types
Management include: Broadcast, Cached Filter Refresh, Cached View Refresh, Composite View Refresh, Report
(see page 1761) Refresh, Report Subscription, and Source Filter Refresh.
Dashboard This allows the user to view all available dashboards, check their status, subscriptions, and report
Management numbers as well as having the option to edit and delete selected tabs.
(see page 1767)
System This allows the user to view current system information including version details, security settings,
Information system resources and more. Sometimes support may ask you for an XML export of these details to
(see page 1771) assist with troubleshooting.
Content This allows the system to provide User Entered reporting content across multiple languages by
translation allowing users to translate content such as Report Names, Column Titles, Chart Labels, etc.
(see page 1772)
Client This allows users to view and manage a list of client organizations.
Organizations
(see page 1783)
Export (see This allows users to export content definitions to .xml files for migration and backup purposes.
page 1778)
Import (see This allows users to import content definitions from .xml files for migration and backup purposes.
page 1778)
Views
A BMC Remedy Smart Reporting View is a metadata layer that sits between the Source
Connection and the Report Builder. It's used to define relationships between tables, identify fields
to be accessed by report writers, and define default formatting for these fields. A report writer will
use the relationships and fields defined in the view to base their reports on, without having to
understand the underlying logic.
For more information about views, see Creating a view (see page 1795).
Who is the view Administrator?

Views are created by an administrator. There is no standard profile for a view administrator. Within
a company, the person designated as the view administrator may be the database administrator,
an applications manager or developer, a project manager, or a business user who has acquired
enough technical skills to create views for other users.
A view administrator should have the following skills and level of technical knowledge:

Skill Description
/Knowledge
Ability to The view administrator must have the skills to conduct user needs analyses to create categories and fields that
analyze user are relevant to the user vocabulary, and to develop views that meet the needs of the user community.
needs
Database A View administrator needs to have a good working knowledge of the company’s database management system
knowledge (DBMS), how the databases are deployed, the logical database structure, and the type of data stored in
company databases.
Structured A working knowledge of SQL is necessary.

Query
Language
(SQL)
View components
A view contains the following structures:
Categories The purpose of field categories is to provide logical groupings of fields within a view. The name of a category should
intuitive to the business user and provide an indication of the fields that it is likely to contain. For example a category
called ‘Private details’ is likely to contain a person’s name, age and gender.
Fields A field is a named component that maps to data or a derivation of data in the database. The name of a field should
be drawn from the business vocabulary of the targeted user group. For example, fields used in a view used by a
product manager could be Product, Life Cycle, or Release Date. A view used by a financial analyst could contain
fields such as Profit Margin, and Return on Investment. The fields that report writers see in a view infer SQL
structures that have been inserted into a database schema.
Field types
When creating a VIEW, you define and categorize fields. The definition of a field reveals how it can
be used in analysis and reports. A field can be defined as a dimension or a metric. Each type of
field serves a different purpose:
Dimension fields retrieve the data that will provide the basis for analysis in a report. Dimensions typically retrieve character-
type data (employee names, company names, etc.), or dates (years, quarters, etc.)
Metric fields retrieve numeric data that is the result of calculations on data in the database. Metrics tend to be dynamic: the
values they return depend on the dimensions they are used with. For example, if you include Person and Age in a query,
Age per person is calculated.
Pre-Defined Filters (see page 1663) are fields where a set of conditions have been set up when the view was created. This
assists users to limit the data returned in a query to only the expected results. For example if the filter is called ‘United
States’ then only data from the united states would be included in the results.
Parameters (see page 1661) are fields which are used to capture user defined values and pass them into calculated fields
or filters. These parameters can assist in conducting what if analysis.
View Defined Filter Groups (see page 1665) are sets fields to be used as filters, reused multiple times. Filter Groups can
contain filter dependency hierarchies, as well as cached values. These only have to be set up once, rather than for each
report.

View use
Views are used by BMC Remedy Smart Reporting report writers. The view meta-data is stored
within the Centralised BMC Remedy Smart Reporting repository. An end user connects to a view
via a web browser when running a report.
By using a view, the end user automatically has access to data within your source system. Access
to data is restricted by the fields that are available in the view. These fields have been created by
the administrator based on the report users needs.
Assisting data analysis

A view can represent the data needs of any specific application, system, or group of users. For
example, a view can contain fields that represent the data needs of the Marketing or Accounting
departments in a company. A view can also represent the data needs of a section within a
department or any set of organized procedures such as a payroll or inventory system.
Who uses views?

BMC Remedy Smart Reporting report writers use views for reporting and analysis. The view should
provide them with categories and fields relevant to their business domain.
View design
The view design methodology consists of four stages:
1. Analysis of business problem and planning the view solution

2. Building the view
3. Defining fields and Creating Calculated Fields
4. Publishing the view to users
Each implementation phase is based on an assumption that you have completed an initial planning
phase.
1. Plan the view The analysis of user requirements and design are the most important stages
in the process. Users must be heavily involved in the development process if the view is
going to fulfil their needs both with the business language used to name fields and the data
that can be accessed. Implementation will be very quick and easy if this stage is carried out
properly. You should note the following points:
a. You must fully understand the data analysis and reporting needs of the target
audience for the view. Do not create fields by looking at the columns available in the
database, but identify columns that are required as a result your user needs analysis.
b. Understand the source system data and business rules required for generating the
required fields for users.
2. Building the view You create an entity relationship diagram for the underlying database
structure of your view. This includes the selecting the appropriate tables and columns of the
source database and the joins by which they are linked.
3.
3. Defining Fields Select columns form your source system tables and organise these fields
into categories. These are fields that you have identified from an analysis of user reporting
needs. You can create additional calculated fields and filters to enhance user reporting
capabilities and optimise query performance. Test the integrity of your view structure. You
should also perform tests using the report writer on the view.
4. Publish the View You can publish your view to users for testing, and eventually for
production use, by expanding the number of users that have access to the view.
The table below outlines the major phases in a typical view development cycle:
Development Description
phase
Prepare Identify the target data source and become familiar with its structure. Know what data is contained within each
table required for the view and the joins that related the tables to each other.
Analyse Identify what information the users need. Identify what standard reports they require. Familiarize yourself with
their business terminology so that you can name fields sensibly. Plan Identify a project strategy. For example,
how many views should be created and which ones should have the capacity to be linked and to what level.
Implement Build the view either on the database or through the BMC Remedy Smart Reporting view builder. Test frequently
during the build process for validity and reliability of inferred SQL.
Test Form a small group of users, preferably power users who have some knowledge of what information they expect
to get from the view.
Pre-Release the view to these users by adding them the access security list for the view. Ask the users to
perform thorough tests simulating live usage of the view(s).
Deploy Migrate the view from your Test to Production environments. Change access security of the view so that it is
available to the target user base.
Evolve Update and maintain the view as the data sources and user requirements change and grow.
View design should always be driven primarily by user requirements and NOT the data
source structure.
Common view and join design issues

This section describes the common view and join design issues related to BMC Remedy Smart
Reporting.
Granularity
When designing a view you should consider the level of granularity of the view.
It is quite common in parent-child transaction databases to encounter facts of differing granularity.

On an order, for example, there may be a shipping charge that applies to the entire order that isn’t
available at the individual product-level line item in the operational system. The designer’s first
response should be to try to force all the facts down to the lowest level. We strive to flatten the
parent-child relationship so that all the rows are at the child level, including facts that are captured
operationally at the higher parent level, as illustrated below. This procedure is broadly referred to

as allocating. Allocating the parent order facts to the child line-item level is critical if we want the
ability to slice and dice and roll up all order facts by all dimensions, including product, which is a
common requirement.
If the shipping charges and other header-level facts cannot be allocated successfully, then they
must be presented in an aggregate table for the overall order. We clearly prefer the allocation
approach, if possible, because the separate higher-level fact table has some inherent usability
issues. Without allocations, we’d be unable to explore header facts by product because the product
isn’t identified in a header-grain fact table. If we are successful in allocating facts down to the
lowest level, the problem goes away.
We shouldn’t mix fact granularities (for example, order and order line facts) within a single fact
table. Instead, we need to either allocate the higher-level facts to a more detailed level or create
two separate fact tables to handle the differently grained facts. Allocation is the preferred approach.
Optimally, a finance or business team (not the data warehouse team) spearheads the allocation
effort.
Outer joins
When creating a join with inner joins the direction of the join is not relevant, but when creating an
outer join the direction does matter. A join rule in BMC Remedy Smart Reporting is that an inner
join cannot reside on the discretionary end of an outer join.
For example this will work: CASE_PARTIES inner join CASE STAGES outer join TEAMS
But this will not work: TEAMS outer join CASE_PARTIES inner join CASE STAGES
If you require complex joins like this you may have to use a virtual table, a SQL view or a hard
coded view on the database. Even though the view above would only require simple insertion of
brackets, BMC Remedy Smart Reporting does not cater for complex nested joins such as: A inner
join B outer join (C inner join D) outer join E outer join (F inner join G outer join H)
View creation
Views within BMC Remedy Smart Reporting provide the link between users, their reports, and the
database. The purpose of the view is to simplify the knowledge required by end users of the source
database. This section describes some of the basic view management options available to you.
To create a new view
1. Click the add view link from within the source record.
2.
2. Click on the Create menu in the main navigation bar and select View.
The view initiate page will prompt a select of the type of view you wish to create and the
data source connection to use.
3. Select a category for the view. This is used to limit the field item categories to an appropriate
set. For example only AR System category displays only AR System views.
4. To create a new category click the create category link. This will open a popup window in
which you can add a new category.

This option allows you to use BMC Remedy Smart Reporting to join multiple tables from a single
selected database through a web interface.
See Drag and Drop View Builder (see page 1641) for more information.
Drag and drop view builder

BMC Remedy Smart Reporting provides you with the capability to create Views of your database
through a drag and drop builder.
This section describes how to use the view builder to create views of your database that end users
can access for reporting purposes. These views are built by first creating an entity relationship
diagram which joins all required tables together.
Benefits of the BMC Remedy Smart Reporting view builder

By using the BMC Remedy Smart Reporting view builder you can optimise the SQL that will be
generated by the query. For example if you create a view where multiple tables are joined – BMC
Remedy Smart Reporting will only select data from the tables necessary to return data required for
the report. This means that you can create relatively complex views without compromising on
performance.
For example you may want to build a fairly complex view that provides significant flexibility to your
end users (more fields and tables). In general reports that are written will not include all possible
fields. In this way you can deliver less views to your end users therefore reducing the
administration complexity.
What is a relationship diagram?

A relationship diagram is a representation of a database view that shows the tables and joins
between those tables. Using the BMC Remedy Smart Reporting View Builder you can create a
relationship diagram for a sub set of your source database.
The relationship diagram contains tables and joins. The tables contain columns to which you apply
a metadata so that business end users can use for creating reports.
The joins link the tables so that the correct data is returned for queries that are run on more than
one table.
You build your relationship diagram on the canvas by selecting tables from the source database
using table list. You create joins to link the tables. When you have built the relationship diagram for
your view, you can test the view using integrity and impact analysis checks.
The drag and drop builder is used to build your relationship diagram by dragging tables onto your
canvas.
1. The process wizard assists you to move between the various steps in building your view.
2. The search and expand option allows you to search for tables in your data base
3. The data base tables allow you to view all the available tables in your data source.
4. Drag the table to resize the table list and expand the size of your canvas.
5. The canvas – it is on this section that you drop your tables and create joins between them.
6. Create Joins that link your tables together
7. View options – manage the view details and table properties.
Database table list
The list of database tables assists you to build your relationship diagram. Use the Table List to
view and select tables in your database that you want to add to your view.
By expanding the node next to a table name you display the fields for the table. The list also
provides an indication if the element selected is a table or a database view.

Database table
Database View
Virtual Table
The number of default tables shown is a configuration item – 50 is the default.
Drag table onto canvas
You start building your view by selecting available tables from the source system and dragging
them onto the Design Canvas.
Multiple table versions and aliases
In your view you can drag multiple versions of the same table. This may be needed if you which to
access the same table but in different ways.
See Table properties (see page 1651) for more information.

Joining tables
After you have added multiple tables onto your canvas, you need to create joins between related
tables. Joins are critical to the relationship diagram as they allow the meaningful combination of
data from multiple tables.
What is a join?
A join is a clause that combines rows from two or more tables. Joins are used to ensure that
queries containing data from multiple tables do not return an incorrect result. The tables usually
have a parent-child relationship.
Note
With the BMC Remedy Smart Reporting you cannot create loop joins. A loop join is where
a table is joined to multiple tables that join back on themselves creating a closed loop.

Join types
Inner An inner join (sometimes called a "simple join") is a join of two or more tables that returns only those rows that satisfy the
Joins join condition.
Outer An outer join extends the result of a simple join. An outer join returns all rows that satisfy the join condition and also
Joins returns some or all of those rows from one table for which no rows from the other satisfy the join condition. The outer join
is specified by selecting the appropriate ‘From Table’ as the starting point for the join builder. The outer table contains
the column for which you want to return all values, even if they are unmatched.
Note: The view builder has the limitation of not being able to have an INNER JOIN on the discretionary end of an
OUTER JOIN. If you have a join error whilst creating an outer join you can change the direction of the join creation.
For example: So if you are currently creating an outer join from Table A to Table B, go to Table B and create the outer
join back to Table A instead.
Cross A cross join (sometimes called a Cartesian join) is a join that will include all rows from one table with all rows from the
Join other table. No matching will be applied.
Creating and editing a Join
1. To create a new join click on the Join icon on the table you wish to include in the join.

2. On the New Join for dialog box, select the join type and the table you wish to join to.
Note
You can also use the detect join option if the tables have key fields with the same
name,
3. Select the From Column, the operator and the To Column that you want to be included in
the join.
4. Click Add to add the column relationships to your join.
Multiple join columns can be added into the join definition. For more detail on joins
details see the conditions section below.
5. Click Save and Close to save your join and return to the view canvas
The tables will now have a join displayed as a line between them.
6. To delete an existing join without deleting the associated tables, click Delete Join the New
Join for dialog box.
Table Conditions

Table conditions permit you to limit the data returned from a specific table. For example you may
wish to limit your query of a sales table to specific Product transactions rather than allowing a user
to query all data in the table.
Condition builder
1. The item that has been selected on the report data page for filtering. E.g. Cost.
2. The Operator drop down lets you select what type of filter to be used. For example if the
date is greater than 0
3. The Value entered for the condition
4. The brackets allow for greater complexity in data filtering by using AND and OR with the
where clause operator.
5. The where clause operator allows the user to set multiple filters using AND or OR. For
example filter all People where AGE is Greater than 50 or Gender = Female.
6. The move up and down buttons allows the user to build complex bracketing filters. The level
of a statement within the bracket will affect the overall filter statement and impact upon the
data returned in the query.
7. The condition logic display allows a user to read a summary of the filter that they have
defined. Click the refresh link to update the logic if conditions have changed in the form.
When defining a filter initially set the operator drop down to the desired value. The options within
the drop down will vary based upon the type of field that the filter is to be applied to.
Possible values for the operator include:

Operator Description
Greater than Greater than a single alphanumeric or string value
Greater than or equal Greater than or equal to a single alphanumeric or string value
to
Less than Less than a single alphanumeric or string value
Less than or equal to Less than or equal to a single alphanumeric or string value
Different from Not equal to or different from a single alphanumeric or string value
Between Between variable 1 and variable 2 these will need to be legitimate parameters such as date, age etc.
Not Between Not between variable 1 and variable 2 these will need to be legitimate parameters such as date, age
etc.
Is Not Null Record contains a value for selected attribute. No Parameter can be set
Like Records that contain the same letter or letters.
Starts With String starts with letter or letters
Ends With String end with letter or letters
Create new basic condition
1. Select the table you wish to apply a condition to and click the properties link. This will open
the table properties in the View Option Panel.
2. Click the conditions expand icon to show the conditions and click the add link. This will open
the conditions popup.
3.
3. Click New to create a condition, select the column you wish to place a condition on. Select
the operator and enter a value. Click Add to add the condition into the list.
4. Continue to add conditions in this manner – use the AND OR operators and bracketing to
create complex conditions.
Click the OK link to close the popup window and apply the changes to the conditions section
of the table properties.
Current date conditions
Often it is useful to limit the result set in a view by a data condition. For example to only return the
last 90 days data. This can be achieved through a Current Date condition on a view table.
1. On the condition popup select the date that you wish to filter on. Based on selecting a date
the current date option will be displayed.
2. Select the + - for setting the condition and the number of days which are relevant.
3. Click Add to add the item to your condition list. Click OK to save and close the popup.
Dynamic conditions
A dynamic condition is a condition that is applied based on a user’s preference. For example a
user may want to view currency data in their preferred currency. If you have a currency conversion
table you will be able to create a calculated field based on a preferred currency.
dynamic conditions can be used in a variety of ways such as converting metric into empirical
measures, converting currencies or converting product descriptions into preferred languages.
How they work

The dynamic condition works by allowing you to join you data to a translation table e.g. Currency.
This table will have multiple values for each currency of interest – so normally you would create
multiple records if the join had been applied by with no condition.
A dynamic condition is then applied to ensure that for each user only one possible currency is
used. This privatises the data based on the currency selection in the user profile.
Create a dynamic condition
To create a dynamic condition you will need to do the following.
1. Begin creating a condition as outlined earlier

2. Tick the Dynamic option when creating a condition, you will now notice different options
available:
3. You will need to create a set of codes for each possible value to be used, much the same
way you would create an Org Ref Code, by clicking on the Create Dynamic Filter Code link.
4. You will now need to create a record for each unique code available, in this example, we
create a record for each possible currency we have data for. The first value should be the
Code, or the value found in the database table. The second value should be a Description,
which is what users will see when they can select their preferred option. The third value can
be used to provide a custom sort order, sometimes used to ensure the most commonly
selected values are listed at the top to save time.
5.
5. This is what your list of codes will look like complete. Click Save & Close to complete.
6. You will now need to select your code from the Dynamic Filter Codes list, and select a
default value from the list (this is used as the default if the user has not selected a preferred
value in their profile). Save.
7. Your condition will now display like the one shown here
Defining a user's value for a dynamic condition
Once a dynamic condition has been created, a user will be able to select which value they wish to
use for it:
1.
1. Navigate to the User Settings by clicking on your User Name in the main navigation bar, and
select Settings
2. You will now have any available dynamic conditions. The example here has Currency (the
name of our Dynamic Filter Code) and a drop down list with possible values. Select the
appropriate value for the user.
3. Save.
Clear conditions
To remove or clear the conditions from a table select the table properties and click the Clear link.
This will remove all the conditions associated for that table.
Table properties
You can update or view the properties of any table in your view by clicking on the properties link on
the table. When you click on the link the View Options property section is updated with the selected
table information.

Create alias
When adding more than one of the same table to a view BMC Remedy Smart Reporting
automatically creates table aliases, since two tables cannot have the same name. An alias is
created by updating the table name.
To change the table name you can update the display name in the options menu.
Note
That the source name continues to be displayed in the original format.

View sample data
If you wish to see example data from the table that is currently being updated you can click the
view data link located in the main table properties section or on the table within the table on the
entity builder.
Any conditions that have been applied to the table will be applied to the select statement for the
example data. However, if the joins to the table have implied conditions these will not be included
in the example select data.
Select table columns
When tables are selected and joined together you have the option to add as many or as few of the
columns from each of the tables into your view.
1.
1. To add a field into your view click the table properties link to display the properties in the
View Options pane.
2. Click the expand icon on the column section
3. Select the columns you wish to add (Use the Select All link to select all columns)
4. Columns selected will be displayed in bold within the table on the canvas – as depicted
below.
5. You can also add columns from the table data view – see above. Simply click on the column
to highlight the column – these will then be added to your column list.
View options
You can modify multiple options within the view.
View options
Option Description
Name Provide a Business Name for the View, which will be used to identify it during the Report Building process.
Business Provide a Business Description for the View, which will help the Report Writer understand the intended use
Description and contents of the View.
Technical Provide a Technical Description for the View, which will help Administrators understand the design and
Description purpose of the View.
Audience Provide an Audience Description to help identify who the View was designed for.

Option Description
View Category Select a View Category. View Categories define which Field Categories are available in the second step of
the builder.
Performance
Option Description
Default Used to store queried data in a cache and reused by multiple report users. If the data in your source system is not
Cache time sensitive then you can set the cache time to be high and limit the impact of report users on the source system.
Period
(Hours)
View Row You can set the maximum row to be returned for any report written from this view.
Limit
Optimize When enabled this will mean that BMC Remedy Smart Reporting will only include tables in report SQL that are
View being used within the report, or are set to Mandatory. For example, say a user creates a report with fields from
table A and C, and table B is used to join A and C together. BMC Remedy Smart Reporting will include tables A, B,
and C in the report query and will ignore any other tables in the View. If disabled, BMC Remedy Smart Reporting
will include every table added to the View as part of the Report SQL.
Filter Text If enabled, this will allow certain fields to use the 'Filter Text Suggestions' functionality. See Field Access & Usage
Suggestions for more information.
View security
Security on the view is used to set who has access to the view through the Report Builder, i.e. who
can create/see reports based on the view. The three options available are:
Unsecure All users with functional access to the database can write reports against this view.
Edit Only defined users will be able to create a report using this view. All other users will be able to read the reports that
restricted have been created by authorised users.
Restricted Only defined users can read and/or write reports from data in this view.
These options do not control who can edit the view itself, they only control the Report
Builder access to the view.
Assigning security
1. After you select the secure option from the view option the security management step is
displayed.
2. Search for the users or groups which require access.
3.
3. Select the users or groups and the appropriate access level.

4. Click Add to add the users or groups to the access list.
You can add as many users or groups as users to the list as appropriate.
View calculated fields

With BMC Remedy Smart Reporting view builder you can create derived columns based on the
fields sourced from the database. These calculations can include simple mathematical calculations
or more complex SQL statements.
You can create a number of different types of calculated columns including:
Type Description
Formula builder (see page 1657) This allows you to build calculations through a builder interface, rather than having to write
the SQL yourself.
Grouped Values (see page 1657) This allows you to create a field that returns grouped results.
View defined calculated filters (see This allows you to define filters for Report Writers to use, rather than defining them for each
page 1663) report.
Parameters (see page 1661) This allows you to define a field that can have its value defined by a Report Reader and
then passed into the report for What If analysis.
View Defined Filter Groups (see This allows you to create a set of fields to be used as filters in reports. This can include
page 1665) filter dependencies and cached values.
Freehand SQL (see page 1668) This allows you to build a calculation by writing the SQL, rather than using a builder.
Formula templates - custom This allows you to build a calculation using a template, rather than having to use a builder,
functions (see page 1665) simply by specifying the fields it requires.
Create new column

You can create new calculated fields within your view as required.
1. To create a new field open the Calculated Fields folder in the unattached folders list. Here
you will see sub folders for:
a. Formula builder (see page 1657),
b. Freehand SQL (see page 1668),
c. Formula templates - custom functions (see page 1665)
2. These are different ways that you can create calculations. Select how you wish to create the
field by either selecting to create a new calculated formula, or type in an SQL statement, or
use an existing function as defined in the custom function XML file.

3. Choose the type you want and drag it into the report folders like you would a normal field.
This will open the field edit section. Define the metadata for the field as usual.
4. Advance to the formula entry by clicking the Formula tab.
Formula builder
The formula builder assists you to define valid formulas for your view. Calculated fields defined in
the formula builder can be used as normal fields within a report, that is all functions can be applied
to them, which is not possible with SQL calculated fields.
Depending on the type of field the resulting value will require, select one of the following options:
Type Description
Metric This calculation returns numeric values and allows for standard Metric formatting options such as decimal places,
prefix, suffix, and default aggregation.
Dimension This calculation allows for all the standard Dimension formatting and functionality such as inclusion in Drill Down
Hierarchies.
Creating a calculation
1. Drag the appropriate Formula Builder field type (Metric or Dimension), assigning it to a Field
Category.
2.
2. Navigate to the Formula tab.

The formula builder allows you to generate a valid formula that is returned by this column.
Highlighted buttons guide you to create a valid formula.
3. Click Case to add complex calculations. For more information, Case statements (see page
1658).
4. After you define the formula, you can test it by clicking the Test formula link.
5. Click Save and then Activate.
Case statements
The case statement allows you to create new values in columns based on business logic. For
example, IF age is less than 20 then print “Young”.
The basic structure is as follows:
CASE WHEN this is true THEN return this WHEN this is true THEN return this WHEN this
is true THEN return this ... ELSE return this END
Each item in CAPS is a component in the case statement:
Component Description
CASE The calculation always begin with the CASE component. Make sure you have added this before trying to build the
formula. Other components are not available until this is added.
WHEN You can add as many WHEN components as you like in a Case statement. However, they always need to be
before the ELSE component.
WHEN is used to define a condition, for example: WHEN AthleteAge < 21 This identifies any rows where the
AthleteAge value is less than 21. WHEN components always have a THEN so that BMC Remedy Smart Reporting
knows what to return when the condition is met.
THEN This is linked to the WHEN component and instructs BMC Remedy Smart Reporting on what to return when the
condition is met. For example: WHEN AthelteAge < 21 THEN 'Young' This will mean that if the AthleteAge field is
less than 21 the calculation will display the text 'Youth'.
ELSE This is an optional component that is used to tell BMC Remedy Smart Reporting what to do when none of the
WHEN conditions are met. It basically works like an extra THEN component.
END The calculation will always end with an END component in order to tell BMC Remedy Smart Reporting that it's
complete. Your calculation will not be valid if you don't have an END so be sure to add it.

Creating a case statement
1. To insert a Case statement, click the Case button in the Formula Builder.
2. Click on the WHEN button will open a popup and create your first WHEN condition and
THEN instruction.
Note
The WHEN operates similar to the formula builder, only allowing formula objects
to be inserted where they are valid.
3. Click OK to complete your condition/instruction.

Continue adding WHEN conditions until you have covered all the possibilities required
4. Add an ELSE condition if needed, this is optional, but recommended.
5. Add your END component.
6. Click Save and then Activate to enable your calculation.
Grouped values
This allows you to group the values of a field. For example:
Group Rating values

Demographic Rating Demographic Rating
under new labels.
Sport 2.5 Sport Poor
Culture 5 Culture Standard
Family 6.5 Family Standard
Creating a grouped values field

In order to set up a Grouped Field complete the following (this example will create three groupings
with text labels):
1. Drag in Grouped Values field into a Category in the Available Fields panel
2. Select a Field to base the grouping on
3. Supply a Business Name

4. Navigate to the Values tab
5. Click on Add Group
a. Poor Between 0 AND 3
b. Click Save
a. Standard Between 4 AND 7
b. Click Save
8. Save & Activate your field

Parameters
Parameters are a unique type of input field within BMC Remedy Smart Reporting. They can be
used to pass values from a user prompt into a calculated field or to have a single entry field for
multiple filters.
One of the most interesting ways that parameters can be used is in the creation of 'what if' reports.
This works by creating calculated fields which use parameters in their calculations. For example if
you had a Product Cost field you could create a 'what if' calculation that was "Parameter" x Product
Cost where the parameter was the expected units to be sold.
Creating parameters
A parameter field has to be created when a view is created. Generic parameters can be created so
that they can be used for user defined calculated fields or filters.
1. To add a parameter into a calculated field drag it into your filter section
2. Create a calculated field that uses the parameter You will now be able to define how the
parameter is to be used by formatting it on the filters page.
Formatting parameters
Parameters have different format options from standard filters. The process of changing the format
options is however the same. Depending on the type of parameter field you will have different
options. Like filters you can change the display name - this is useful to provide a more relevant
user prompt text for the user. In the Entry Style menu there are three formatting options unique to
parameters; Field, Dial, and Slider.
1. When you select Field as the entry style you will be able to set the default value for the
parameter in the text box on the menu.
2. This will be how your parameter is displayed on the report preview page, when formatted as
a Field.
3. When you select the Dial entry style option you will be able to set the color, minimum,
maximum, and default values of the dial.
4. This will be how your parameter is displayed on the report preview page, when formatted as
a Dial.
5. When you select the Slider entry style option, you will be able to set the color, minimum,
maximum, and default values of the slider.
This will be how your parameter is displayed on the report preview page, when formatted as
a Slider.
Numeric parameters
For numeric parameters you will be able to set:
1. The default value - the value that will initially be used when the report is run
2. Display Type - you can choose between text field input or dial and slider. If choosing dial
and slider you can choose the image color to be used (grey, black or blue) and set the
minimum and maximum values for these input processes.

Text parameters
For text parameters you will be able to set the default value - this is the value that will initially be
used when the report is run
Date parameters
For date parameters you will be able to set the default value - this is the value that will initially be
used when the report is run
Linking filters to parameters
If you wish to use a parameter as the input for a filter value (you may want to have a single input
field for one or more filters that require the same value) then you can do this by setting the filter
operator to "equal to column" and select the required parameter column.
Using parameters in a report
Once your parameters have been defined you can run your report. Unlike standard filters you will
have default values defined for parameters so the report will automatically run if you do not have
any additional user prompt filters defined.
You will be able to adjust the parameter values using either text box, dial or slider and click the go
button to re-run you report to see new values.
What if Analysis
‘What if analysis’ is a method of creating calculated fields which allow you to test scenarios. For
example if you wish to create a budget formula but you are unsure of the revenue for the following
period you could use calculations with a number of input parameters to define the budget value.
Planning Your What if

Firstly you will have to define the columns that you wish to have as the output to your scenario.
You will need to understand the major calculations you wish to apply including the input variables
and their potential inputs.
For example if you wish to conduct a ‘What if’ on Sales Revenue you may create a calculation
based on the following parameters:
Lasts Years Sales Units * Price * < Price Change> * < Change of Sales Volume>
Where the < Field > represents user parameters that you want the user to input.
Building your Formulas
To build a ‘What if Analysis’ formula you must have ‘Parameters’ defined on your view. A
parameter is a special type of input field that is used to capture a value from the user and to use
that value for calculations and filters.
The calculations for your What If are built using the Add Calculated Field method described above.
However, you will need to make sure that you use parameter fields in your calculation.
If you wish to apply % changes to your calculations then ensure you assume the user will input
values where 100% = 100 and not 1. This is because some of the input options work in whole
number increments and not decimals.

Note
You can only use a single parameter for a single input. For example a parameter field that
is to be used for % Price Change cannot be used to also Capture % Change in Sales
Volume unless you wish both values to be identical.
Defining User Prompt Formatting

Once your formulas have been defined you can drag these onto the report. You will note that any
parameters included in those calculations will now appear in the filters section of your report data.
This is because the parameter is treated somewhat like a user prompt filter.
On the report preview page you will be able to format your parameters to create dials and sliders
for numeric fields.
Click on the Filters tab at the top of the page and select the parameter you wish you format. From
here you will be able to edit the parameter options such as name and format etc.
Option Description
Description Give the parameter a usable name – this will be displayed on the user prompt.
Default The default value used to ensure that the parameter can work even if the user doe not immediately enter a value.
Value Enter an appropriate value for your parameter.
Display Choose how you want the user prompt to be displayed. You can use wither a text box, Dial or slider.
Type
Color If using a slider or dial choose the color of the Slider or Dial
Min If using a slider or dial choose the minimum allowable value.
Max If using a slider or dial choose the maximum allowable value
Running your What if Scenario

Once all your calculations and parameters have been defined continue to the report output page.
Here you will see the parameters being presented. If you change the parameters from the default
values using the input mechanisms presented you will see the data in your report updated in your
calculated field columns with new values.
View defined calculated filters
Pre-defined filters can be created to assist users with adding filters or conditions to their reports
ensuring that the data they require is easy to extract. The use of pre-defined filters is especially
useful in instances where:
a common set of filters are used by report writers – such as location, or business unit
there are particularly complex filters that can be built ahead of time and are commonly used.
Creating a new filter
1.
1. Filters can only be created using the formula builder. Like a standard calculated field select
the filter options from the unattached fields list.
2. Drag the filter option into the report folder list.
3. On the Formula Builder, select the field you wish to filter and then use the operator,
brackets, and or function buttons and text field to build your filter.
4. When defining a filter initially set the operator drop down to the desired value. The options
within the drop down will vary based upon the type of field that the filter is to be applied to.
The following operator values are available:
Greater than Greater than a single alphanumeric or string value
Greater than or equal Greater than or equal to a single alphanumeric or string value
to
Less than Less than a single alphanumeric or string value
Less than or equal to Less than or equal to a single alphanumeric or string value
Different from Not equal to or different from a single alphanumeric or string value
Between Between variable 1 and variable 2 these will need to be legitimate parameters such as date,
age etc.
Not Between Not between variable 1 and variable 2 these will need to be legitimate parameters such as date,
age etc.
Is Not Null Record contains a value for selected attribute. No Parameter can be set
Like Records that contain the same letter or letters.
Starts With String starts with letter or letters

Ends With String end with letter or letters
5. Click OK to save your filter and include it into your field list.
The filter is highlighted with a filter icon.
View Defined Filter Groups
This allows the user to define sets of filters and cached dependency hierarchies. These are
designed to prevent repetition in the creation of common filter groups, and allow for a single
cached value set, rather than values stored per report.
Setup
1. Add the Filter Group calculated field into a category in the Available Fields panel
a. While the Filter Group panel is open, provide a new Business Name for your Filter
Group that will allow Report Writers to easily identify the group for use.
2. Add the Fields Required as Filters to your Group by Dragging them directly below the Filter
Group field. Be sure to arrange the fields in a logical top-down order, so that any
dependencies display in an easy to follow manner. You should format your filters as you go:
a. Provide a new Business Name and Description if necessary.
b. Navigate to the Filter Properties tab, defining the Operator and Value Entry options
for the filter.
c. Set up any dependency options that may be required if using Cached Values
See Cached Dependent filters (see page 926) for more information
d. Save your filter
3. If you have any filters that will be using Cached Values you should open the Filter Group
field and navigate to the Cache Scheduling tab and define a refresh schedule to be used for
your group.
4. Activate your Filter Group field so that it is ready for use
Formula templates - custom functions

Custom functions are functions that are hand designed and that are stored in XML format on the
BMC Remedy Smart Reporting server. These functions usually consist of advanced SQL functions
that cannot be easily generated by the formula builder. These functions are configured by your
system administrator.
1. Select the type of calculated field as Formula, and select the formula you wish to use from
the drop down menu.
2.
2. Functions defined in the XML file will require you to enter a number of parameters (or
arguments). Parameters can be chosen from a list of columns where the data type matches
the data type of the give parameter.
3. Assign a value by clicking each Argument and assigning a value to it. The value can either
be a fixed data value or a column reference.
4. Once values for each of the arguments has been assigned, click the save button to save the
column to the list.
Creating new custom functions
Custom functions are a configurable item within your own installation of BMC Remedy Smart
Reporting. To add new custom XML functions into the application contact your system
administrator or see Custom functions (see page 1666) for more information.
Custom functions
Custom functions are functions that are hand designed and that are stored in XML format on the
BMC Remedy Smart Reporting server. These functions usually consist of advanced SQL functions
that cannot be easily generated by the formula builder. These functions are configured by your
system administrator.
The XML schema allows for the custom defined SQL functions to have parameters embedded so
that numeric or column values can be assigned when the column is inserted into a report.
Adding new custom functions
To add new XML functions into BMC Remedy Smart Reporting:
1. Copy your XML into the custom-functions.xml file located in: <reportingInstallDir>/appserver
/webapps/ROOT/WEB-INF/
2. Once these have been added into the directory you will need to restart the BMC Remedy
AR System server for these to become available.

See Formula templates - custom functions (see page 1665) for more information on using Custom
Functions within BMC Remedy Smart Reporting.
Schema
Parent Object Description

Object
<custom- Most senior hierarchical object, encapsulates entire document. Only has one child type,
function> <function>.
<custom- <function> This defines a unique function, and encapsulates the data fields needed to define it. Child objects
function> include <name>, <argument>, <sql>, <return> and <aggregate>.
<function> <name> Name defines the display name of the custom function within the application. It is the primary
identifier for each of the custom function, therefore the names of each function must be unique.
Each function can only have one name only.
<function> <argument> Argument defines an argument (or parameter) that can be inserted into the custom SQL at report
design time. Arguments are defined by 3 attributes, <index>, <name> and <datatype>.
<argument> <index> The index parameter of argument uniquely identifies the argument in the context of the function
and must be an integral positive value. The index is used for inserting the argument at the defined
location within the custom SQL statement. If the index is “1” then the argument will be replaced in
the SQL statement for every instance of “$1”.
<argument> <name> The name parameter of argument is the display name for the argument in the application.
<argument> <datatype> The datatype parameter of argument defines the datatype of the argument. This allows the
application to only allow compatible columns and values to be entered into this argument.
Datatype must be one of “numeric”, “text” or “datetime”.
<function> <sql> SQL defines the actual database SQL statement to be made for this custom function. The SQL in
this field will be inserted into a parent SQL statement as a single column, so a full SELECT FROM
WHERE is not required and therefore the SQL must be compatible with single column syntax. See
the example below for a simple CASE WHEN ELSE END example of a single column custom
function. This SQL can also contain variables where arguments should be inserted. “$1” will be
replaced with the column or data value assigned to the argument with index 1.
<function> <aggregate> The aggregate parameter defines which columns are aggregated within the custom function. This
tells the application to not place these columns in the GROUP BY clause when generating the
report SQL. The value of the aggregate parameter can also be a argument variable, for instance
“$1” for the argument with index 1.
<function> <groupby> The group by parameter defines which columns should be inserted into the GROUP BY clause
when the application is generating the report SQL. The value of the group by parameter can also
be a argument variable, for instance “$1” for the argument with index 1.
<function> <database> This specifies which database this function should be available for. If none are specified it will be
shown for all. There should be one object per database. Examples are: SQLServer, PostgreSQL,
OpenEdge, Progress, Oracle, DB2, Access, Notes, ODBC, HSQL, or MySQL.
<function> <return> The return function defines the data type of the information that is returned by the entire custom
function. This must be one of “numeric”, “text” or “datetime”.
Example CASE statement
custom-functions.xml
1 <?xml version="1.0" encoding="ISO-8859-1"?>

2 <custom-functions>
3
4 
5
6 
7 <function>
8 <name>Ratio</name>
9 <argument>
10 <index>1</index>
11 <name>Numerator</name>
12 <datatype>numeric</datatype> 
13 </argument>
14 <argument>
15 <index>2</index>
16 <name>Denominator</name>
17 <datatype>numeric</datatype> 
18 </argument>
19 <sql>
20 <![CDATA[
21 CASE
22 WHEN SUM($2) != 0 THEN SUM($1) / SUM($2)
23 ELSE NULL
24 END
25 ]]>
26 </sql>
27 <aggregate>$1</aggregate>
28 <aggregate>$2</aggregate>
29 <database>SQLServer</database> 
32 </function>
33 </custom-functions>
Freehand SQL
If you have SQL skills you may wish to write your SQL directly into the SQL edit box. In this case
select the ‘Enter SQL’ option from the formula tab. This will open the SQL edit box. Insert the SQL
you wish to create your column.
You should enter an SQL SELECT fragment, not including the SELECT keyword or any
FROM or WHERE clauses.
Any columns referenced must exist in this view, and aggregate functions (AVG, MAX, MIN,
SUM and COUNT) should not be used.
View fields
Once a view has been defined either through the View Builder, SQL clause or straight from the
database you will need to define the field definitions and apply business metadata to them.
1.
1. Each field originally selected will initially be unattached. The process of adding columns to
the view requires that metadata be applied. Drag columns from the unattached table list to
the folders you wish to apply them to.
2. Fields are categorized into folders. These folders are related to the view category. The
purpose of this is to assist end users to find the columns they require. Columns displayed in
the list provide some indication of their metadata, such as; hierarchies, dimensions or
metrics, and business name.
3. Click the edit category link to create or delete categories for the current view type.
4. On the field edit section a set of tabs provides reference to the metadata and business logic
you can apply.
5. The definition tab allows you to change the Business Name and Description of the column,
as well as setting it to metric/dimension and active/draft.
Video
Click here to view a short video about adding additional fields to the out of the box views.
Define view fields
A major process of setting up a new view and creating meta data is column definition. Using BMC
Remedy Smart Reporting you can give columns sourced from your database business terminology
or create new columns derived from data included in the view. This section includes information on
managing and updating the columns included in your view.
Making fields available for reporting

Unattached fields are grouped into their source table folders in the Unattached Field list. Click on
the field name and drag it into the appropriate folder.
You can add the same field multiple times into your view. This is useful if you wish to use
the same field in multiple hierarchies or with different formatting applied.
If you do add the same field multiple times ensure that the business descriptions are unique – since
BMC Remedy Smart Reporting needs to be able to differentiate the fields during import and export
processes.
Field meta data
Each field has to be defined in your view prior to it being used for report generation. Some of the
field information is automatically loaded into the field list from the database but additional
information is required.
1. Once a field has been added into the main folder section double click the field name to open
the edit tabs.
2.
2. Give the field a business name – this is the name displayed on the report.
3. Add the field to a category – this is used on the report data page to group fields into logical
groups. If you need new groups click the edit category link.
4. Determine the type of field that it is – dimension or measure. BMC Remedy Smart Reporting
will automatically allocate a type based on the type of field that the column is in the
database. For example if the field is a numeric then BMC Remedy Smart Reporting will
default the meta-data type to a metric.
Constraints and semi additive fields

All measures that record a static level (inventory levels, financial account balances, and measures
of intensity such as room temperatures) are inherently non-additive across the date dimension and
possibly other dimensions. In these cases, the measure may be aggregated usefully across time,
for example, by averaging over the number of time periods.
The Constraint option is used for semi-additive values so that business users will be prompted if
they try to create a report with incompatible values. Use constraints to define how the aggregation
is to be applied if the field is semi-additive.
An example of where this function is useful is shown below:
Month Name Head Count
June Fred 1
June Jane 1
June Mary 1
July Fred 1
July Jane 1
5 Sum
Given the above data, to sum the Head Count alone would result in 5 if Month were not included in
the report. This would be misleading for a user (since 5 people were never employed at one time).
If you put a constraint rule on Month that it is a mandatory field when Head Count is being
summed, then this would result in the following data:
Month Head Count
June 3
July 2
5 Sum

As you can see from these results the report is more meaningful and correct. By applying a
constraint to the aggregation of headcount the correct usage of the attribute is ensured by the end
user in their reports. To access the rules applied to fields the semi-additive option must be selected
from the format tab; once it has been selected the “Constraint” tab will appear, this is where the
user defines the rules.
1. Aggregation not permitted allows the user to indicate which action is not permitted for the
metric. If sum or average is selected, the corresponding column will not be available to
constrain against.
2. When constrain against fields/categories box is selected a new section is displayed. A
column for the sum constraint and the average constraint is displayed next to the fields
allowed in the report. The user selects the constraint the want against the field.
These constraints are checked when creating a report and the metric is being aggregated
with sum or average.
The rules that can be applied to a field are: exclude, mandatory, and one of list. The default rule is
no constraint; this will result in no constraint being applied to the field.
Exclude Being selected as the rule will result in the field not being allowed to be used in the report when the chosen
aggregation is applied.
Mandatory Being chosen as the rule will indicate the field must be used in the report when the relevant aggregation is applied.
One of list Constraint will result in at least one of these fields being present in the report when being aggregated by the relevant
field.
Data conversion

For text fields this lets you convert a text field such as a blob into a geometry type field. This is
used where a data base does not natively support GIS columns but the data exists. BMC Remedy
Smart Reporting will convert the text to enable use for GIS visualization.
Drill Down hierarchies

BMC Remedy Smart Reporting allows you to define drill down hierarchies for dimensions.
Hierarchies enable users to explore their data in a way that is appropriate for your business. BMC
Remedy Smart Reporting re-calculates report data as you move down a hierarchy. Using
hierarchies you can provide OLAP functionality from a relational data source.
The common areas for which hierarchies are created include:
Geography (Region, Country, State)

Date (Year, Quarter, Month, Week, Date).
Organisation Structure (Division, Line of Business, Cost Centre)
Customer (Country of Origin, Region, City, Customer).
Product (Category, Line, Product Code)
Creating a hierarchy
To add a hierarchy:
1. Select the top level of your dimension hierarchy (country in the example below).
2. Click the hierarchy tab and select Yes for drill down
3. You will then select the column you wish to drill to.
4. As you progress down the hierarchy BMC Remedy Smart Reporting will display the drill path
as information for you.
See View calculated fields (see page 1656) for more information on building date hierarchies using
calculated fields.
See Drill down reports (see page 930) for more information on using drill hierarchies in reports.

Field access and usage

The access tab is used to determine the access rights to the field. A number of options exist.
Access filter
The access filter is used to indicate the type of field – email address or employee id – this will be
used for broadcast reports and automatic filters on reports thereby privatizing a report for a report
reader.
Access level
Access level indicates if all users with access to the view can see the field or if it is restricted to a
sub set of users and finally if it is secure. If secure an SQL statement where clause can be used to
ensure granular security rules. (the associate report functionality will be included in a later release)
Columns can be restricted to a user and/or a group. This will allow only those given the permission
to write reports with the restricted columns included. Columns cannot be restricted by field level
data. The entire column is either restricted or available to end users.
1. To make a column secure the restricted option must be selected in the access tab.
2. On returning to the view details page a new section is displayed for determining who has
access to restricted columns. A user or group can be added to the restricted access list by
going to the view details page and adding the user or groups details in to the restricted
column access section. This section is added to list – so many people or groups can be
added in.
Field permissions
Field permissions dictate how the field can be used in reports. For example can the field be
displayed, grouped or sorted.

Option Description
Display Allow this field to be displayed in a report. If not checked, the column may be used, but will be hidden in the report
Column output.
Grouping Allow the field values to be grouped using the report builder Group Values function.
Drill Allow the field to be displayed in the Drill Anywhere drill fields popup.
Anywhere
Sort Allow the field to have sorting applied directly to it.

Column
Calculations Allow this field to be used within calculations. This also allows calculated fields to be used within other calculated
fields if enabled.
Restrict by If the field is used as a filter, the available values (cached or prompt) will be restricted by any source filters applied
Source to the report.
Filter
Filter Text If the text field is used as a filter set to User Prompt - User Entry (not Cached) then BMC Remedy Smart Insights
Suggestions will suggest values as the user types. In order for this option to work, the Filter Text Suggestions option must be
enabled on the first step of the View Builder. Note: using this will mean that BMC Remedy Smart Insights queries
the source database as the user types, each time they type. This option should only be used if performance has
been considered and tested to be found acceptable.
Mandatory filter and field
Mandatory field is displayed when the access level is set to ‘Global’. It is used when creating
a report to determine if the field selected is a mandatory or suggested field.
Mandatory filter is displayed when the access level is set to ‘Global’. It is used when creating
a report to determine if the field selected is a mandatory or suggested filter.
See Report Data (see page 863) for more information.

Field Categorization
Fields are categorized to assist your end users to better understand the context of the field that
they are adding to a report. The categorization allows you to group columns into particular subject
areas.
Apply category
To categorize a field select a category from the category drop down on the Definition tab. This will
place the field into a folder with that category as title.
Add or edit categories
The categories are related to the type of view you are creating – for example if the view has been
categorised as a Finance view then the categories available should be those relating to the finance
function.
By editing categories you can either add existing categories into the Finance subject area or create
brand new categories for the finance area.
1.
1. To add or edit categories click the ‘Edit Categories’ link on the view definition page. This will
open the add category popup. Existing categories for the view subject area will be displayed
on the right hand side whilst all other available categories will be displayed in the left hand
list.
2. Either select a category from the left hand column and click the add button to add into the
view subject area; or
3. Click the ‘New Category’ Link to display a text box for a new category. Click ‘ Add’ when to
save.
4. Once your View Subject area has all the categories required click ‘save & close’ to close the
popup and return to the field edit page.
Defining attribute display order
The order in which fields are displayed in the report builder for the end user can be modified by the
view administrator. By clicking on a field and dragging it above or below fields or to different folders
you can change the order of the field as it will be displayed to the user when creating a report.

Note
If you are moving a field below a hierarchy of fields then a single move up or down will
move the field past the entire hierarchy not just a single field.
Field format
You can set the default format for a field on the format tab. This will then be the display type when
a user adds the column to a report. The report writer may choose to change the format through the
report formatting options if they wish.
The formats are limited to the data type – For example the data type below is integer so only
number based formats are permitted – such as currency, decimal, percentage or time stamp.
Format
Based on the type of field that the column being formatted is there are various format options. The
ones listed below come default with BMC Remedy Smart Reporting, however as this is
customizable there may be additional ones that comes as part of your installation.

Common Format Options
Link To Allows you to pass the value of the returned data into a URL link. Use the hashes ## to indicate to BMC Remedy
URL Smart Reporting where you want the column value to be placed in the URL itself. For example: Formatting on a
column of IP addresses and the URL typed in is: http://www.google.com.au/search?hl=en&q=##
This essentially means that every IP address will be placed into it i.e.:http://www.google.com.au/search?
hl=en&q=10.100.32.44
Org Converts the text in the cell to the value of an internal lookup table. E.g. AU to Australia
Reference
Code See Organisation Reference Codes (see page 1679) for more information.
Raw Displayed the data as it would have been returned from the database – no additional formatting applied.
Formatter
Text
Text Displays as plain text
Email Creates a hyperlink on the text that will open an email client and pre-populate the sent to address.
Address
URL Creates a hyperlink on the text and will open web page on click. Assumes the text is a legitimate URL.
Hyperlink
Flag If your data contains ISO country codes you can display these as flags of the world instead of text.
Formatter
Date
Date Displays value as a date – multiple date options exist.
Time Displays value as a time field – multiple date options exist.
Timestamp Displayed full date and time value
Date Part Allows you display part of the date, e.g. Month Name, rather than the full date.
Formatter
Numeric
Numeric Displays value as a decimal – allows you to set the decimal places to be used.
Percentage Converts a percentage value less than or equal to 100 into a bar.
Bar
Additional format options
The display options are used to change the data format of the column such as the number of
decimal places and the prefix or suffix to be applied.
Option Description
Date If you select ‘Other’ from the date sub format you will be able to build your own custom date format. For example to
Other create a Japanese date format which includes characters, eg.２００３年４月２日 would be created by adding in:
yyyy年M月d 日

Option Description
Decimal If you have a defined a numeric format you can set the number of decimal places to be defined. This can be used to
Places define cents in a decimal place for $20.00 by adding in: 2 Note: To convert numeric data by doing divide by 1,000
calculations etc you would use the data conversion options in advanced functions which are available on the Report
Fields page.
Prefix The prefix is used to include additional characters before the value that is returned from the data base. This can be
used to define currency for $20.00 by adding in: $
Suffix The suffix is used to include additional characters after the value that is returned from the data base. This can be
used to define percentage for 30% by adding in: %
Rounding The rounding format allows you to choose how a decimal value should be rounded.
Round Up Will round any decimal up e.g. 1.1 to 2
Round Down Will round any decimal down e.g. 1.9 to 1
Round Half Up Rounds 0.5 and above up
Round Half Down Rounds 0.5 and below down
Thousand Turns the defaulted thousand separator for your instance on or off. For example: 1000 to 1,000
Separator
Semi additive fields
When the field type is a metric you will be able to set the additive type, which can be set to either
Additive or Semi-Additive.
The additive type option should be set to Semi-Additive when there are fields upon which the
metric is constrained by use (when business rules dictate how the column should be used in a
report). When this is the case a new tab labelled Constraint is displayed to enable the user to
select these constraints.
See Constraints and semi additive fields (see page 1670) for more information
Default aggregation
When the field type is a metric you will be able to set the default aggregation (e.g. Sum, Average
etc).
This is used when adding the metric to a report it will automatically set the aggregation based on
this default value. The options in the dropdown when the field type is a date are count, max and
min. For all other field types the dropdown options are sum, average, count, max and min.
See Aggregation (see page 874) for more information.

Color
When the field type is a metric you will be able to define a default colour to be applied in charts.

See Chart formatting (see page 964) for more information on how to use Color Sets.
Organisation Reference Codes
Numeric and text based data displayed in a report can be translated from values held in the
database to more meaningful values by adding a reference code to a dimension. This data can
also be sorted as per your requirement. For example, the sorting of ENUM fields in BMC Remedy
AR System is based on a logical sequence. In the database, these values are stored in an
alphanumeric sort order. BMC Remedy Smart Reporting displays these values in the order they
are stored in the database. You can use organization codes to sort the ENUM field values as they
are in BMC Remedy AR System.
Use organization reference codes if:
1. You wish to translate a value held in the data source into business terminology. For example
if male and female are stored as M and F you may want to translate these into ‘Male’ and
‘Female’
2. If you wish to apply customized sorting to a field. By default, data returned in a query is
usually displayed in alphanumeric sort order.
For example: If your result set included the different incident statuses, the list will look like
this:
Assigned
Cancelled
Closed
In Progress
New
Pending
Resolved
As per the incident management lifecycle, the data may actually need to be displayed in the
following order:
New
Assigned

In Progress
Pending
Resolved
Closed
Cancelled
This can be achieved by creating reference codes for the values and assigning a sort order
to those codes.
Note
Sorting order is applied only to the current locale in use. If you are using BMC
Remedy Smart Reporting in multiple locales, you must define the sort order for
each locale that you use.
Click the following video to view the process for creating a reference code.
Creating reference code
The following procedure describes the process of creating a reference code for the Incident
Management statuses, so that they can appear in the order of the incident management lifecycle.
1. When logged on as the Reporting administrator, on the BMC Remedy Smart Reporting
console, choose Administration > Admin Console.
2. From the list select, Views > AR System > Incident Management.
3. On the top left corner, click 2 to navigate to Step 2. View Fields.
4. From the list of Available Fields, under Incident Details, open Status.
5. In the Format tab, select Org Ref Code under Format. The other option is to choose to
display the text which is stored in the database. Selecting to display the org reference code
the user is able to create a new type or use an existing type.
In this case we will create to new reference code that lists and sorts all existing incident
statues.
6. Select Create New Type under Reference Types.
7. Select Yes from the Pre-populate from Database option, and click the blue arrow in front of
the field value.

7.
8. On the Reference Codes dialog box, a list of the incident statuses is displayed since you
selected to view values pre-populated from the database.
9.
9. Based on the order of the status, click the status name and enter a sort order for each
status. In this window you can also edit an existing reference code or delete an existing
reference code.You will have to give the reference code you are defining a name. This is so
that the set of translations can be re-used across multiple views.
10. Click Save.
Editing a reference code
When editing a reference code you can change the values and the sort order of the codes stored in
your database. Click on the code hyperlink to open the edit section in the lower section of the
popup to change the name and sort order.

View management
Saving a view
Saving a view enables you to make the view active. Only views which are active are able to be
used by report writers for report creation.
1. From the view summary page click the save link

2. Complete the form – most of the information may already have been completed.
3. Update the status of the view from Draft to Active.

3.
Note
Only ACTIVE views are available for reporting by end users.
4. Click Save to save the view as Active and return to the View Summary page.
Video
Watch this quick video on adding additional fields to an existing view.
Editing a view
If you wish to make changes to a view once it has been activated open you will have to take it
through the change management process. This is in place to ensure that the view is not corrupted
if being used for reports. Examples of the corruption that could occur may be that columns are
deleted which are being used in existing reports.
1. To edit a view click the edit link from the view summary page. This link is only visible if the
view is ACTIVE.
2. Select if you wish to ‘clone’ or ‘edit the existing’ view. If you edit the existing view then no
users will be able to run reports against that view until you have activated it. Any changes
you make to the view may impact existing reports and corruption may occur. You will also
not be given the option to rollback the view to its previous state.

If you clone a view then the changes are made independently of report users. On activation
the view will replace the previous version.
3.
3. Edit the view as required. Save and activate once changes have been completed.
4. When activating the view you will be prompted to update the view name and add a
description of the changes made. This information will be available when rolling back the
view.
Rollback
If you have made changes to a view via a clone, once it’s saved you will have the option to roll
back to the previous version. You can rollback as many times as you’ve made changes.
1.
1. Click on the Rollback link found on the View Summary page. This will only be enabled if a
clone has been saved.
2. You will now notice there is an extra option on the Edit View page allowing you to view the
change description of the current view version and Rollback those changes.

Deleting a view
1. To delete a view select the view from the views list by ticking the checkbox. Click the Delete
link.
2. You will have to confirm your deletion. The confirm page will show you how many active
reports are currently attached to the view. If you delete the view all these active reports will
be deleted as well.
3. Click delete to confirm deletion.
Copying a view
If you wish to copy a pre-existing view and use it as a base for a new view you can do so by
selecting the view you wish to copy from the view list and clicking the copy link. This will copy the
view and take you into edit mode.
Caching a view
View caching allows you to store the data a view returns into a nominated writable database
(including the in-memory database). To do this you must already have a writable source
connection established.
1. On the Cache tab of the view summary page, click on the Create a cached copy of this view
link.
2. You will now have a series of options to configure. Select the name of the data store you
have setup.
3. Decide if you wish the caching to be incrementally loaded. If Yes, you will be prompted to
select an incremental load key from the view. This field must be an incrementing column as
it will be used to determine which records are new since the previous refresh.
4. Once you have set the refresh schedule, click Save. The view is now set to regularly cache
its data, but will wait for the scheduled date to populate the first set of data. If you wish to
populate the data manually click the Populate Data Now link.
5. BMC Remedy Smart Reporting will now populate the data. Depending on the number of
records and the complexity of the view logic, this task may take several minutes. You can
now click on the data tab to view a snapshot of the data.

5.
View Summary
The view summary allows you to browse the contents of a view without editing it. From the
summary you will be able to access information about the purpose of the view and target audience,
the columns and tables that are included in the view, view a sub set of the data produced, access
the generated SQL and export the view metadata and XML file.
General Information
The general tab provides a View summary, including the purpose and the intended audience, and
the option to edit this information using the Edit Metadata link.

In addition you will be able to export a view summary PDF or DOC.
The Test Report button allows you to create a report based on a draft view in order to ensure it is
returning the desired results before activation.
When the view is in draft mode you are also presented with the option to change the data source,
this is useful when you need to switch from a development connection to production. Click on the
Change link next to the data source and you will be able to select one of the same type to redirect
to.
Columns
The columns tab provides summary information of all the columns that are included in the view.

Data
The data tab shows the first 20 rows of data returned from the data source. This allows you to
verify that the view does return the anticipated result set.
SQL
The SQL tab displays the SQL that has been generated as a result of the business rules implied
through the entity relationship diagram and the columns that have been created. You can use this
tab to verify that the view you have built is generating the expected output SQL.


Elements
The elements tab provides a list of all source tables or views used in the view. The source
database name, its description and alias are provided. In addition any joins and conditions are
specified in detail.
Reports
This tab provides a list of all reports that use this particular view. This is useful when you want to
know what reports may be effected by changes made to a view.

Cache
This tab provides view caching information. You can use this tab to populate the data manually and
view the caching settings.
BMC Remedy Smart Reporting users
User list
Access to system is based on users logins. Through the Admin Console administrators can create,
edit and delete users within the application. The user list provides administrators with the ability to
browse all the users within the system. To access this list click expand the Users section in the
main panel of the Admin Console.
Search users
If you have many users and you want to find a specific user you may have to use the search box at
the top of the user list.
1. Type in the users first or last name into the search box.
2. A list of users matching your query will be returned.

Edit user
From time to time users may require changes to be made to their account, from updating their
name, to changing their password. Any changes can be made by locating the user in the users list,
selecting the drop down menu next to their record and choosing the Edit option.
From here you will be taken to the User Details page where you can make adjustments to their
account.
Change role
A user's role permissions can be changed through the edit process outlined above, or you can
simply select the Change Role option from the drop down menu next to a user's name and select a
different role.

Delete user
To remove a user's access to the system you will have to delete their account. Click on the drop
down menu next to a user in the Admin Console and select the Delete option.
You will then be promoted to confirm the remove of the user on a separate page.

User Welcome
Welcome - User Profile

When users log in to the system for the first time they are taken to the Welcome page. Here they
are asked to provide details for their profile.
User Details
These settings allow the user to customize the way they are seen in the system, personalizing their
profile for other users to view.
Option Description
Profile Upload an image file to use as your profile. This will be displayed on your timeline and next to any posts or comments
Image you make. The image will be displayed as 250px by 250px, and during the upload process you will be able to define a
section of the image to use.
First Here you can update your First Name displayed through the system.
Name
Last Here you can update your Last Name displayed through the system.
Name
Email Update your email address used for broadcasts and email notifications.
Password
This section allows the user to update their password. Note: this option is only available to users
with the appropriate role permissions, defined by an Administator. If this option is not displayed, the
user will have to contact and Admin to change their password.
Option Description
Current Password Enter your current password, used to log in to the system.
New Password Enter the new password you wish to use to log in to the system.
Repeat New Password Enter your new password a second time to confirm there were no typing errors.
Your Profile

Option Description
Job Title Define your Job Title, for display on your user timeline. This field is optional.
Description Add a description of yourself, displayed on your user timeline. This field is optional.
Interests
Option Description
Interests Select tags applied to content in the system that are relevant to you. Content will be suggested to you based on these
selections. This field is optional.
Welcome - Get Started

Once the user has completed their details, they are taken to a Getting Started page which directs
them to either a Tour Storyboard (see page 1698) (specified by their role permissions) or their
dashboard.
BMC Remedy Smart Reporting user roles

This section describes how roles are created and managed within BMC Remedy Smart Reporting.
Roles are allocated to users and define a set of functions that the user is permitted to access within
the system. The role list is accessible via the Admin Console. As a default you will have a number
of per-configured roles. These are listed below.
Sample BMC Remedy Smart Reporting roles

When BMC Remedy Smart reporting is initially deployed a standard set of roles is provided to you.
These are:
Administrator

The BMC Remedy Smart Reporting Administration role has access to database and user administration
functions. These functions include managing users, groups and other configuration parameters. It also has all the
report writing and reading access supplied by the other roles below plus advanced functions, including: SQL
Reports, Public Publishing, Drill Through Reports, Discussion Admin Rights.
Corp Writer The BMC Remedy Smart Reporting Report Public writer has access for creating and editing Public reports. All
users that are to publish reports for Public use must have the Public Role to do so. Reports created by a BMC
Remedy Smart Reporting Public Writer can include drill through reports, multicast reports, and report emailing.
Dashboard The BMC Remedy Dashboard consumer can only view Public dashboards.
Consumer
Report The BMC Remedy Smart Reporting Report Consumer can only read reports that have been published to the
Consumer Public repository. Access exists to favourites, a dashboard and report viewing.
Report The BMC Remedy Smart Reporting Report Writer has access to favorites, a dashboard and Private report
Writer creation. A BMC Remedy Smart Reporting report writer cannot produce reports with drill through, broadcast or
versioning capabilities.
Creating a role
1. Click on the Add button located at the bottom of the Roles list in the Admin Console
2. On the Role Details page define the following components:
a. Enter a meaningful name and description to outline the purpose or use of the role.
Enable the role as Mandatory, Default, or Guest as required. (Optional)
Mandatory Once this role has been created and at least one user is assigned the role, if users are deleted
BMC Remedy Smart Reporting checks the role to ensure there is always at least one user with
this role in the system. If you try to delete the only user assigned a mandatory role the system
displays an error.
For example, if you attempt to delete the only user assigned as a Report Consumer, and this role
is a mandatory role, the following error will be displayed:
The role Report Consumer is mandatory. You may not delete all users with
this role.
Default When a user is created in BMC Remedy Smart Reporting by an Administrator , they are assigned
Role this role unless otherwise specified.
Guest Used for accessing external content.

Role
b. Enable/Disable functions as required. A description of each function is available by

hovering over the info icon on the right hand side.
For a complete list see, Available security functions (see page 1700).
c. Define the CRUD permissions where required. Some functions will have a C R U D
check list as part of the settings. The acronym CRUD refers to all of the major
functions that need to be implemented. Each letter in the acronym can be mapped to
a standard SQL statement:

c.
Create INSERT new records
Read SELECT records from the database
Update UPDATE records in the database
Delete DELETE records in the database
One example of CRUD access is for dashboards. If a user only has R selected they
will be able to read dashboard but not create new dashboard tabs or add reports to
their tabs. Whilst a user with CRUD will be able to create and delete dashboard tabs.
d. The last option you have in the role settings is to specify what columns should be
made available to users when viewing the report list.
3. Click Save when you have completed editing to make your role available.
BMC Remedy Smart Reporting will do a function check to ensure you do not
breach your license agreement.
4. In order to edit the permissions assigned to a role, or make a duplicate copy of a role to
manipulate use the drop down list next to the role name on the Admin Console.
5. In order to delete a role use the drop down list next to the role name on the Admin Console.
You will then be prompted to confirm the deletion on a separate page.
Users attached to a role you delete are removed from the system.
Available security functions

The following is a list of security functions available in BMC Remedy Smart Reporting and their
associated definitions. They have been grouped into sub sections to assist you to identify how and
when these functions are used.
General
Report Access CRUD Allow users to log in to BMC Remedy Smart Reporting and view, edit, create, and delete reports
User Profile Allow users to update their user profile
Draft Content List Shows a list of draft content on the Dashboard and Browse pages.
Favourites Allow users to add reports to their favourites list
Export Reports to Allow users to export report results to CSV

CSV
Allow users to export content items to DOC

Export Reports and

Dashboards to DOC
Export Content to Allow users to export content items to PDF

PDF
Export Reports and Allow users to export content items to RTF

Dashboards to RTF
Export Reports and Allow users to export content items to XLS

Dashboards to XLS
Bookmarks and Allows users to create and use bookmarks and snapshots
Snapshots
Dashboard
Personal Dashboard Gives users access to the dashboard page, and allows them to create their personal dashboard, visible
CRUD only to them.
Hide Dashboard Hide the maximise option on dashboard reports

Maximise Report
Hide Dashboard Hide the drop-down menu on reports on the dashboard

Report Menu
Refresh Dashboard Allow users to set a refresh period on Dashboard reports.

Reports
Public Dashboards Allows users to create and edit Public dashboards.

CRUD
Disable Add Existing Prevents users from adding existing tabs from the Browse Page or the Pre-Built Tab option to their
Tab dashboard.
Report List
Hide Report List Hide the report list page
Hide Advanced Hide the advanced search on the report list page
Report Search
Hide Columns Option Hide the columns option on the report list page. Users will not be able to change the columns displayed
(Report List)
Hide Report Details Hide the report details on the report list page
(Report List)
Approval Allow users to see outstanding report approvals

Administration
Draft Public Reports Allow users to see draft versions of public reports created by other users
Report Builder
Report Types Allow users to create freehand SQL reports, and Jasper reports
Public Reports CRUD Allow users to create and edit public reports
Versioned Reports Allows users to archive report result sets, dependent on Content Category Version History settings
Sub Queries Allow users to create sub query reports

Ad Hoc Reports Allows users to create Ad Hoc reports
Access Filter Allow users to set or change the access filter on reports
Related Reports Allow users to set up co-display, drill down and drill through functionality
CSV Reports Allow users to write reports based on CSV files
Advanced CSV Allow users to perform advanced operations on CSV reports such as selecting the data source
Functionality
Custom Query Filters Allow users to create user prompt drop down filters populated by custom SQL queries
Min/Max default filter Allows users to set default values for cached filters to the minimum and maximum cached value.
values
Disable Cached Filter Disable users from caching report filter values
Values
SSRS Reports Allows users to create SSRS Reports
Report Menu
Broadcast Reports Allow users to broadcast reports on a one off or scheduled basis
Distribute Reports Allow users to distribute reports on dashboard tabs to other users
Email Reports Allow users to send an adhoc email copy of a report
Hide Comments Hide the comments menu item. Access to report comments will be removed.
Hide Open Report Hide the open report menu item
Hide Report Details Hide the report details item on the report menu
(Report Menu)
Hide SQL Hide report SQL from users.
Multicast Reports Allow users to broadcast reports to external users
Multicast Access Filter Allows users to broadcast reports with access filters to external users. The credentials of the user who
Reports creates the broadcast will be used to send the report to external users.
Hide Report Refresh Hide the report refresh menu item
Hide Embed Links Removes links to embed reports and dashboards using the Javascript API
Hide External Links Removes external direct links to reports and dashboards
Storyboard
Storyboards CRUD Allows users to view, create, edit or delete Storyboards.
Storyboard Admin Allows users to edit and delete any private or public Storyboard.
Public Storyboards Allows users to make a Storyboard public.
Storyboard Global Allows users to set global filters on Storyboards.

Filters
Collaboration
Annotations CRUD Allow users to Create, Read, Update, or Delete

Timeline Allows users to access their timeline.
Connections Allows users to connect to other users through their timeline.
Discussion Topics Allows users to browse and contribute to discussion topics.

CRUD
Discussion Admin Allows users full access to all discussion topics, including private topics.
Configuration
Configuration Allow users to modify BMC Remedy Smart Reporting site parameters
Configure Logon ID Allow users to specify how users are authenticated
Configure Page Allow users to configure the page layout (integration settings, etc)
Format
Configure Support Allow users to set the support email address

Email
Administration
Import Allow users to import content from XML files
Export Allow users to export content to XML files for backup or transfer to another system
Category Access Allow users to configure report categories
System Information Allow admin users to view system information
Licence Management Allow users to view BMC Remedy Smart Reporting licence details and upload new licence files
Create and Edit Tags Allow users to create and edit tags used in discussions
Client Organisation Allow users to set up and manage client organisations.

Management
Filter Period Allow users to choose which Predefined Date Filters are available
Management
Translate Content Allows users to translate user entered data on dashboards, reports and views.
Themes CRUD Allows users to manage Storyboard Themes.
Geometry Pack Allows users to import and delete GeoPacks.

Management
Data Sources & Views
Data Sources CRUD Allow users to create, edit, and delete data source connections
OLAP Allow users to connect to OLAP data sources
Data Source Admin Allow users to create, edit, and delete all data sources regardless of security restrictions
CRUD
Source Filters Allow users to create data source filters
Database Views Allow users to create, edit, and delete BMC Remedy Smart Reporting views
CRUD
Show Draft Views Allow users to see views being edited by other users

Stored Procedures Allow users to create views against stored procedures
Force Clone Views Removes the option to edit existing views directly - users are forced to clone views to edit them
Hide DBMS Replaces error messages from DBMS with generic messages
Messages
Create CSV Table Allow users to create CSV tables within a view
Composite Views Allows users to create Composite Views.
User Administration
User Management Allow users to create, edit, and delete user accounts
CRUD
Group Management Allow users to create, edit, and delete user groups
CRUD
Roles Management Allow users to create, edit, and delete security roles
Hide profile password Removes the password reset option in My Profile
Disable profile email Stops users from changing their email address in My Profile
change
Hide profile User ID Removes the User ID option in My Profile
Named User Allows a user to bypass concurrent logon limitations.
Restrict Visible Roles Restricts the Roles that are visible to a user when adding new users and groups.
Web Services
Web Services This function is required for a user account that will be used to log in to BMC Remedy Smart Reporting
web services
Disable Mobile Stops a user from accessing reports via a native mobile application.
Access
User groups
Group list
This section describes how Groups are used within the application. Groups are a vital element of
BMC Remedy Smart Reporting security and Broadcast processes. Individuals have access to the
dashboards based on the user groups that they belong to.
Groups assist users by allowing commons sets of people to be added in to general groups which
can then be attached as a single entity to various elements within the application.Groups can be
created and managed through the Admin Console. Once a group has been defined there are
processes within BMC Remedy Smart Reporting that will automatically maintain members of a
group on a regular basis.

Users with CMDB Console User Group permissions are members of the out-of-the-box
CMDB user group in BMC Remedy Smart Reporting and have access to the CMDB
dashboard.
Create groups
To create a new Group either click the Add button at the bottom of the groups list in the Admin
Console.
Group details
You will now be taken to the Group Details page where you will have to provide the following:
1. Name: enter a name for the group that will be used to identify it throughout the system.
2. Description: enter a description for the group that will help define its intended use.
3. Group Status: activate the group in order to use it throughout the system.
4. Group Security: secure the group if you only wish group members to be able to make
adjustments to the group.
Default dashboards
If you wish to automatically add dashboard tabs to a user’s dashboard when they are created you
can assign the default tabs for a user group. Choose the tab and click ‘add’ to add them to the list
of tabs. The order you add tabs to a user group will be the order they are sorted on the dashboard
(see the numbered list pictured below). All these tabs will be created for a new user when they first
login to BMC Remedy Smart Reporting.
Note
This only adds tabs to new users when they are created, once added users can then
remove these tabs if they desire.
Group members

To assign users to a group you will have to create member records. This is done by deciding how
members should be assigned. To assign members you can either add in specific users or specific
types of users. For example you could create a group that includes all users with the role of ‘Public
Writer’. The following member types are available from within BMC Remedy Smart Reporting:
Person Individual users of BMC Remedy Smart Reporting.
Role If you wish to select all users from a selected BMC Remedy Smart Reporting role – such as administrators then select
role.
Group Pre-existing groups that have been created in the group management list.
LDAP If you have configured your assess to use LDAP directories then you will be able to select an LDAP group. BMC
Group Remedy Smart Reporting will synchronise with this group on a daily basis.
The member control allows you to determine if the user should be included or excluded from the
group. For Example you might want to include all Public Writers in a group but exclude John Smith.
If a user is excluded from a group then this overrides any record from which they might be
included. The exclusion process is the last step of building the group members.
1. Select the type of member you want to add to a group

2. Determine if you wish to include or exclude them from the group
3. Click add to add them into the members list
Once complete, click Save to add the group.
View members
When viewing the Group List on the Admin Console, you can click on the number of members to
view a list of users currently assigned to a group.
Edit group
In order to make changes to a group definition, simply locate the group in the Admin Console and
click on its name to access the Group Details page.
Delete group
In order to delete a group definition, simply locate the group in the Admin Console and click on the x
to the right of it. This will only remove the group, not the users assigned to it.
Content categories
BMC Remedy Smart Reporting stores all content, like Reports, Dashboard tabs, and Storyboards
in a two tier folder structure - Categories and Sub Categories.
Categories are used to hold and split Sub Categories into grouping. They are container
folders and do not contain the actual content.

Sub Categories are located within a defined Category and are used to store content with
specified function and access permissions.
Content Categories can be managed by a BMC Remedy Smart Reporting Administrator through
the Smart Reporting Administration Console. Out-of-the-box all Content Categories are Unsecured,
and all users can access the content. You can however, manually restrict access to a content
category.
This topic discusses the following:
Accessing Content Category options (see page 1707)

Creating a category and adding sub categories (see page 1707)
Restricting access to a Content Category (see page 1709)
Modifying or deleting a category or sub category (see page 1711)
Accessing Content Category options

To access Content Categories:
1. Log on to the BMC Remedy Mid-Tier as a BMC Remedy Smart Reporting administrator.
2. From the Applications menu, choose Smart Reporting > Smart Reporting Console.
3. From the BMC Remedy Smart Reporting console, choose Administration > Admin Console.
Expand the Content Categories section to view all the available options.
Creating a category and adding sub categories

To create a Content Category or Sub Category:
1. Click the Add button under the Content Categories list.

2. Define the following on the Category set up page:
Folder Name Name for the category that will be displayed in the system when saving and viewing content.
Description Short description for the category, which can be used to define its intended purpose and audience
Level Set to Category by default.

Select Sub Category if you have already created the Category.
Category levels need to be created before defining any Sub Categories.
Parent If you are creating a Sub Category, select the parent Category from this list
Category
Draft Each category can have one default Draft sub category which will contain all the draft content until it is
Content moved to a different sub category by the content writer.
Storage This is used to keep all draft contain in one place, making system organization easier.
Sort Order Set to 0 by default.

Enter a numeric value if you want the categories to be displayed in a specific order instead of
alphabetically
Status Draft — Only accessible to administrators and cannot be used for storage. Set to this status when
Category is still being set up
Active — Set to this status to make the category available to all users you provided access to
3.
3. Click Save to complete the Category.

4. After you create the categories, you can go ahead and add Sub Categories to it.
After you define a Sub Category level, update the content settings which only relate to the
sub categories. Category level does not contain any actual data.
Name and description Description
Publish access and approvals

This section allows you to determine which users can publish public reports to the folder.
Publish Rights Users with Functional Access — All users with public report function can
write to this folder
Experts only or with Expert Approval — Only specified users can publish
reports into this
folder.
If a user does not have access to publish the folder, the report is
rerouted to an Expert for
approval. This allows administrators and advanced users to approve all
reports stored
into the folder before they are activated for public consumption, ensuring
they are correct
and the data can be trusted.
Report Version History
The system has the ability to maintain historical result sets for reports. When a user selects this option not only is the
report definition saved but the data as well. This allows users to view previous versions of the report and compare
result sets.
All versions of the report data are stored in the BMC Remedy Smart Reporting Database.
As the administrator you can determine how much history and the maximum size of reports you wish to save.
This is an application management process that permits you to control the use of your infrastructure.
Version History Only keep the latest result set — No historical results are saved
Allows you to store the data returned in a Keep archived report result sets — All historical versions of the reports
report are saved
Note: Saving all historical versions can build up large amount of data
quickly. Select
this option only when required.
Max Size Enter a numeric value for the maximum size for data
Allows you to define the data size to be
saved in the cache
or database where version history is
required.
Max Items Displayed Enter a numeric value for the maximum number of items
Allows you to define the number of items to
be displayed
on the History drop down list for management
information reports.
Delete Period Enter a number value and then select the calculation value
Define a period after which archived reports from the drop down list.
should be deleted
Content security access

Select the options to restrict access to the content in the sub category based on the specified permissions.

Name and description Description
Security type Unsecure Content — Allows users to access the content without logging
Set the type of security on to the system
Secure — Users must log on to the system to view the content. All
logged on users can view the
content
Access Security Level Required — Only selected users can access the
content
When you choose this option you need to select a person or group and
then the level
of access that they are permitted. You can provide the members the
following levels of access:
Read — Users can only view this content
Edit and Update — Users can edit and update existing content. They
cannot create or delete
existing content.
Delete — Users can read, edit, create, and delete content.
Note: You must add at least one member with Delete access.
Tip: If you want all users to have read access for an item, create a group
with all the users
and provide read access to this group.
5. When you have selected a person and/or a group click add to append them to the access
list. You can have as many groups and people in the list as you wish. You cannot finish the
process if you do not have at least one person or group with delete access. Select a person
with delete access to finish.
For more information about adding access, see Restricting access to a Content Category
(see page 1709).
Restricting access to a Content Category

To restrict access to any of the Content Categories:

2. Choose Applications > Smart Reporting > Smart Reporting console.
3. On the BMC Remedy Smart Reporting console, choose Administration > Admin Console.
4. Expand Content Category > AR System. The list displays all available Content Categories.

5. To restrict the Access of Incident Management Content Category to selected users:

a. Click on Incident Management and scroll down to the Content Security and Access
section.
b. Change the Security Type to Access Security Level Required. By default, the option
is set to User Must Login.

c. In the Member Selection section, click Add Members, and add the members to whom
you wish to provide an access to this Category.
Make sure you add Admin user with delete access, and other users with Read or Edit
& Update Access, as required.
6. Click Save. Now only authorized users can see the Reports and Dashboards stored in this
Category.
Modifying or deleting a category or sub category

To modify a Category or Sub Category click it's name under the Content Categories list. You can
then make the required changes and save it.
To delete a Category or Sub Category, click the x next to Category or Sub Category name under
the Content Categories list. You are required to confirm the deletion. If you are deleting a Category
or Sub Category that contains content, you must move or remove the content before you can
delete it.

View & Field Categories

When defining Views administrators will need to make use of a two-tier category structure:
1. View Categories
2. Field Categories
View Categories are used to contain groups of Field Categories, which in turn are used to store
and display fields for report writers. When creating a view, you will have to nominate a View
Category to use, this will determine what Field Categories are available on the Fields step of the
builder. From here you are able to adjust the list of Field Categories, but keep in mind this will
adjust the Field Categories for all Views using the selected View Category.
Example Structure
If you have Sales, Product, and HR reporting it is likely that the fields will be different for each of
the areas, and as such will require different groupings or Field Categories. In this case an
administrator would most likely define a Sales, Product, and HR View Category, and then define a
list of Field Categories for each. This structure may look something like this:
Sales
Sales Staff
Product Information
Invoicing

Time
Product
Product Information
Stock Levels
Time
Supplier Information
HR
Staff Information
Address
Time
Salary Information
As you can see, some of the Field Categories are used by multiple View Categories, but each set
has been defined to relate to a reporting area.
Field Categories
Field Categories are used to display groups of fields defined in the View, for use in the Report
Builder. They are purely for display purposes and contain no forms of security like their Content
Category counterparts. A list of folders can be found through Administration > Admin Console >
Field Categories, where you can Add, Edit, and Delete.
Add Field Category

To add a new folder, click on the Add button at the bottom of the Field Categories list in the Admin
Console. Here you will need to provide a text label for the folder. Click Save to complete.
Your new field category will now be available for selection when editing a View Category, or
through the View Builder Fields Step.
Edit Field Category

To edit the name of a folder, click on it in the Field Categories list in the Admin Console. Here you
will be able to change the text label defined, and also provide translation text for defined languages
if you have the Content translation (see page 1772) functionality enabled.

Delete Field Category

To delete a folder, click on the x at the end of its row in the Field Categories list in the Admin
Console. Here you will be prompted to confirm the deletion. If the folder is currently in use, you will
be shown the following prompt informing you of which View Categories currently use the folder,
and how many fields are contained in each. You will not be able to delete the category until the
fields have been reassigned.
Adjust Field Categories in View

Field Categories can also be adjusted through the View Builder if, during the process of creating or
editing a View, an administrator realises they need additional folders. On the View Fields step of
the builder, click on the Edit Categories option in the main panel.

You will now see a window with all the available field categories. The left list contains folders not in
use by the current View Category, the right contains ones that are in use. Administrators can add
and remove from the active list, as well as create new folders.
Note: it's important to remember that editing Field Categories through the View Builder does not
just adjust the list for the current view, but all views currently using the selected View Category.

View Categories
Add View Category

To add a new folder, click on the Add button at the bottom of the View Categories list in the Admin
Console. Here you will need to provide a text label for the folder. Click Save to complete.
Your new view category will now be available for selection when creating a View, but you will still
have to assign Field Categories to it in order to use it.
Assign Field Categories

To assign Field Categories you will need to click on the count next to the View Category name.
You will now have access to a list of Field Categories which you can enable/disable for use in the
View Category.

Note: if you try to disable a Field Category in the list which is currently in use, it will revert to being
enabled when you save your changes. Fields must be removed from the Field Category before it
can be disabled.
Edit View Category

To edit the name of a folder, click on it in the View Categories list in the Admin Console.
Here you will be able to change the text label defined, and also provide translation text for defined
languages if you have the Content translation (see page 1772) functionality enabled.

Delete View Category

To delete a folder, click on the x at the end of its row in the View Categories list in the Admin
Console. Here you will be prompted to confirm the deletion. If the folder is currently in use, you will
be shown the following prompt informing you of which Views currently use the folder. You will not
be able to delete the category until the views have been reassigned.
Org Reference Codes

Numeric and Text based data displayed in a report can be translated from values held in the
database to more meaningful values by adding a reference code to a dimension. This mapping is
called Org Ref Codes. The Ref Code Manager page allows administrators to edit existing Org Ref
Codes. For more information about creating Org Ref Codes, see Organization Reference Codes
(see page 1679).
Navigate to Administration > Admin Console > Org Reference Codes to access a list of available
Ref Codes.

From here, simply click on the Code you wish to update to open it in the manager.
Name and usage

The first thing you will see in the manager is the name and current View usage of the code. Here
you are able to update the name of the set of codes.
Configuration
Here you are able to toggle various features available to the Reference Code.
1. Custom Sort: this allows you to apply a sort order other than alphabetical. For example, you
could sort months chronologically by setting January = 1, February = 2, etc.
2. Custom Colours: this allows you to assign colours to the various values of the field. These
colours can be used in charts and filters to ensure that values are easily identified and
consistent across reports.
3. Custom Images: this allows you to assign images to the various values of the field. These
images can be used with In List filters in order to aid the user in selecting values. The image
will be displayed next to the value in the list.
Code Definitions
Here is where you define the values for the Code and any other options enabled in Configuration.
1. Code: this is the value found in the database that will be replaced with the description value.
2. Description: this is the value that will be displayed in the report/filter rather than the code.
3. Sort #: this is the order the value will appear when sorted.
4. Colour: this is the color applied to the value, displayed in charts and filters, if selected.
5. Image: this is the image displayed next to the value in filters, when enabled.

Here you can also add additional codes that you may not have included when originally defining
the Org Ref Code. Simply enter the values required and click the Add button.
Once complete, click the Save button at the bottom of the page.
Storyboard themes
Themes are style settings that provide layout and formatting to slides in a Storyboard. You can
define Storyboard themes by navigating to Administration > Admin Console > Storyboard Themes
in BMC Remedy Smart Reporting.
Click to view a quick video on creating a storyboard theme in BMC Smart Reporting.
The following table describes the themes you can define for a storyboard:
Theme Description
Main Theme (see page The Main theme includes the following settings:
1722)
All settings for the Title, Table of Contents, and Associated Content slides.
Formatting settings for the Section Title, Content, Quote, and Image slides.
Note: Define the colors for Sections in the Section Theme (see page 1733) area.
Section Theme (see page The Section theme defines all the Colors used in sections across the Section Title, Content, Quote,
1733) and Image slide types.
Note: Define the Font and Layout options in the Main Theme (see page 1722) area.
The following image shows an example of available themes in the Storyboard Themes section of
the Admin Console:

Storyboard theme actions

You can add, (see page 1721) delete, (see page 1721) edit (see page 1721), or copy (see page 1721)
Storyboard themes. Navigate to Administration > Admin Console > Storyboard Themes to perform
the following actions:
Task Actions Additional information
Adding a See:
theme 1. Click Add.
2. Define the theme settings from the theme builder and click Save1. Main Theme
(see page 1722)
Section Theme
Editing a
(see page 1733)
theme
Saving a theme
1. Hover over the theme you want to edit, and click Edit in the top right corner.
(see page 1721)
2. In the theme builder, update the required settings and click Save1.
Note: If you edit a them currently in use, the changes are applied to the storyboards that
use the theme.
Copying
a theme
1. Hover over the theme you want to copy, and click Copy in the top right corner.
2. In the theme builder, update the required settings and click Save1.
Tip: Copying a theme saves you time to create a similar theme with slight differences such
as different image sets, font sizes, and so on.
Deleting None
a theme
1. Hover over the theme you want to remove, and click Delete in the top right
corner.
2. Confirm the deletion.
Note: If you delete a theme currently in use, there is no effect on the storyboards already
using the theme. The storyboards retain the theme content.
Saving a When you edit a theme, choose one of the following save options from the Settings pane:
theme
To save the theme after you make every adjustment, set Automatic Save to On.
To make multiple adjustments before you save a theme, set Automatic Save to Off.
When you disable automatic saving, the Save and Cancel buttons appear.

Task Actions Additional information
To save all the changes made to a theme, click Save.

To revert the changes to the last saved settings, click Cancel.
Note
1
The Save button appears only if you have disabled automatic saving.
Main Theme
A Main Theme defines settings for the Title, Table of Contents, Associated Content slides, as well
as all formatting for the Section Title, Content, Quote, and Image slides. You can define the Main
Theme from the Main Theme area of the Settings pane in the theme builder.
This topic describes the following Main Theme settings:
General settings (see page 1723)

Title slide settings (see page 1723)
Table of Contents slide settings (see page 1724)
Associated Content slide settings (see page 1725)
Text formatting settings (see page 1726)
Page Layout settings (see page 1729)

General settings
The general settings affect the entire theme and help identify a theme when you select it in the
Storyboard builder.
Descriptions of the General settings
Item Description
Title Theme title used when you select a theme for a Storyboard.
Description Description that provides additional information such as intended use, target
audience, and so on.
Thumbnail Image used for the theme when you view the theme list, or select a theme in the
Storyboard builder. Use the Image Manager to select or upload a thumbnail image.
Slide Border
Color Color defined as a hexadecimal code; the red slash bar indicates that no slide border
color is selected.
Width Width of the border around the slides, ranging from 0 to 5.
Style Style of the slide border. The following border examples are created with the color
#FFCC00 and a width of 5 pixels.
Solid Dashed Double Groove
Ridge Inset Outset
Report
Show Title None.
Show None.
Description
General Layout
Title and Ensures that the Title and Subtitle on slides are of the same width, with their
Subtitle same backgrounds lined up, if applied.
width
Title slide settings

The Title Slide settings define the colors and image for the Title slide in a Storyboard. These
settings do not belong to any section and are defined outside the Sections area.

Descriptions of the Title slide settings
Item Description
Background Upload or select a background image from the Image Manager.

Image
Background Background Color (defined as hexadecimal code) used when you do not select a
color background image.The red slash bar indicates that no color has been selected.
Title
Title color Title color defined as a hexadecimal code. The red slash bar indicates that no color
has been selected.
Background Background color of the title text pane. The red slash bar indicates that no color has
been selected.
Opacity Background color opacity defined as a percentage (%), used when you select a
background color. The higher the percentage value, the darker the color appears.
Subtitle
Subtitle Subtitle color defined as a hexadecimal code. The red slash bar indicates that no color
color has been selected.
Background Background color of the subtitle text pane. The red slash bar indicates that no color
has been selected.
Opacity Background color opacity defined as a percentage (%), used when you select a
background color. The higher the percentage value, the darker the color appears.
Table of Contents slide settings

The Table of Content slide settings define the colors, image, and fonts for the Table of Contents
slide in a Storyboard. These settings do not belong to any section and are defined outside the
Sections area.
Descriptions of the Table of Contents slide settings
Item Description

Image
Tip: Use a relatively plain image with less graphic elements. Depending on the number
of sections in a Storyboard, there can be a large amount of text displayed on this slide.
color background image. The red slash bar indicates that no color has been selected.
Text Background color (defined as a hexadecimal code) of the text on the slide, excluding
Background the title text. The red slash bar indicates that no color has been selected.
color
Opacity

Item Description
Opacity of the text background color, defined as a percentage (%), and used when you
select a text background color. The higher the percentage value, the darker the color
appears.
Vertical Color (defined as a hexadecimal code) of the vertical line running through the Section
Rule circles on the Table of Contents slide. The red slash bar indicates that no color has
been selected.
Horizontal Color (defined as a hexadecimal code) of the horizontal line at the end of each Section
Rule on the Table of Contents slide. The red slash bar indicates that no color has been
selected.
Title
The heading for the Table of Contents slide; often "Table of Contents" or "Contents"
Size Font size (in pixels), font and style of the text element.Here the text element is the title
text.
Font
Style
Font color Font color (defined as a hexadecimal code) of the text element. Here the text element
is the title text. The red slash bar indicates that no color has been selected.
Section Title
The title of each section, displayed next to the colored circles
Size Font size (in pixels), font and style of the text element. Here the text element is the
section title.
Font
Style
is the section title. The red slash bar indicates that no color has been selected.
Slides
This is the name of each Slide, displayed next to the bullet points under each section title.
Size Font size (in pixels), font and style of the text element. Here the text element is the
name of each slide.
Font
Style
is the name of each slide. The red slash bar indicates that no color has been selected.
Associated Content slide settings

Associated Content slides contain information supporting the main content. These slides do not
contain the standard Title and Subtitle elements used on other slides. The link on the main Content
slide displays the title of the Associated Content slide; the Associated Content slide does not
display the title itself. The Associated Content settings are define the colors and image for all
Associated Content slides in a Storyboard, irrespective of the Section they are included in, and are
styled outside any Section.

Best Practice
Use a plain theme for Associated Content slide, with a different color than any Section
theme.
Descriptions of the Associated Content slide settings
Item Description

Image
color background image. The red slash bar indicates that no color has been selected.
Table/Chart Table or chart background color defined as a hexadecimal code. The red slash bar
Background indicates that no color has been selected.
color
Opacity Background color opacity of the table or chart background color, defined as a
percentage (%), and used when you select a background color. The higher the
percentage value, the darker the color appears.
Text Text background color defined as a hexadecimal code. The red slash bar indicates
Background that no color has been selected.
color
Opacity Background color opacity of the text, defined as a percentage (%), and used when you
select a background color. The higher the percentage value, the darker the color
appears.
Text color Color of various text elements on the slide defined as a hexadecimal code. The red
slash bar indicates that no color has been selected.
H1 color
H1, H2, and H3 are text elements styled as Heading 1, Heading 2, and Heading 3
H2 color respectively.
H3 color
Report Title and Report Description
Color Report title and description color, defined as a hexadecimal code.
Note: This setting is applicable only if you choose to display the report titles from
General settings of the Theme.
Text formatting settings

The text formatting contains only font settings and does not contain any color settings. This is
because colors either belong to a Section for Content, Quote, or Image slides, or to a specific slide
type styled outside of Sections, such as Title, Table of Contents, and Associated Content slides.
Title slide
Descriptions of the Title slide text formatting settings

Item Description
Slide Title and Slide Subtitle
Size Font size (in pixels), font and style of the text element. Here the text element is the slide title
and subtitle.
Font
Style
Section Title slide

Descriptions of the Section title slide text formatting settings
Item Description
Select Section name that selects a section to preview the settings. You can preview the color
Section and image selections for a section, along with the other settings that you apply.
Preview
Size Font size (in pixels), font and style of the text element. Here the text element is the title
and subtitle for each section title slide.
Font
Style
Content slide
Descriptions of the Content slide text formatting settings
Item Description
Preview
Slide Title, Slide Subtitle, Text, H1, H2, and H3

Item Description
Size Font size (in pixels), font and style of the text element. Here the various text elements
on a slide are title, subtitle, text and headings.
Font
H1, H2, and H3 are text elements styled as Heading 1, Heading 2, and Heading 3
Style respectively.
Size Size (in pixels) and font of the text elements. Here the text elements are the title and
description of a report added to a Content slide.
Font
Note: This setting is applicable only if you choose to display the report titles from
General settings of the Theme.
Quote slide
Descriptions of the Quote slide text formatting settings
Item Description
Preview
Quote and Attribute
Size Font size (in pixels), font and style of the text element. Here the text elements are the
quote and attribute text.
Font
Style
Image slide
Descriptions of the Image slide text formatting settings
Item Description
Preview
Size Font size (in pixels), font and style of the text element. Here the text elements are the
title and subtitle.
Font
Style

Page Layout settings

Page layout settings define the layout of text elements such as title and subtitle for slides which
contain Text content type.
Title slide
Descriptions of the Title slide page layout settings
Item Description
Padding Size (in pixels) of the horizontal (X) or vertical (Y) padding for the text element. Padding
X is the space between a piece of content, such as text, and the edge of the area allocated
to that content.Here the text element is the slide title and subtitle.
Padding
Y
Height Height of the text element. If the text is larger than the height, it is not cut off, but the
height still defines the size of the background color, if you have defined one.
Here the text element is the slide title and subtitle.
Minimum Minimum allocated width of the text element. The width expands if the text is longer than
Width the minimum width, and is used for centering the text element and when background
colors are used.Here the text element is the slide title and subtitle.
Top Positions (in pixels) where the text element begins from the top and left sides, and ends
on the bottom and right sides.
Bottom
Left
Right
Text Alignment of the text element.

Alignment
Note: You must specify a value for Minimum Width to set the text alignment.
Section Title slide

Descriptions of the Section Title slide page layout settings
Item Description
Preview
to that content.

Item Description

Padding
Y
colors are used.
Bottom
Left
Right

Alignment
Content slide
Descriptions of the Content slide page layout settings
Item Description
Preview
Padding X Size (in pixels) of the horizontal (X) or vertical (Y) padding for the text element. Padding
is the space between a piece of content, such as text, and the edge of the area allocated
Padding Y to that content.
colors are used.
Top

Item Description
Bottom Positions (in pixels) where the text element begins from the top and left sides, and ends
Left
Right

Alignment
Text Box
Padding Y
to that content.
Here the text element is the content text box.
Content
Padding Size (in pixels) of the padding between two pieces of content.
between
content
Offset Position (in pixels) where the content area begins from the top of the slide.
Top
Margin Position (in pixels) where the content area begins from the left side and ends from the
Left right side of the slide.
Margin
Right
Associated Content slide

Descriptions of the Associated Content slide page layout settings
Item Description
Preview
Text Box
Padding Y to that content.
Here the text element is the content text box.
Content
Padding Size (in pixels) of the padding between two pieces of content.
between
content

Item Description
Offset Position (in pixels) where the content area begins from the top of the slide.
Top
Margin Position (in pixels) where the content area begins from the left side and ends from the
Left right side of the slide.
Margin
Right
Quote slide
Descriptions of the Quote slide page layout settings
Item Description
Preview
Quote and Attribute
to that content.
Padding
Y Here the text element is the quote and quote attribute.
Here the text element is the quote and quote attribute.
colors are used.
Bottom
Left
Right
Text Positions (in pixels) where the text element begins from the top and left sides, and ends
Alignment on the bottom and right sides.
Image slide
Descriptions of the Image slide page layout settings

Item Description
Preview
to that content.
Padding
Y Here the text element is the slide title and subtitle.
colors are used.
Bottom
Left
Right
Text Positions (in pixels) where the text element begins from the top and left sides, and ends
Alignment on the bottom and right sides.
Section Theme
The Section Theme component of the Theme Builder defines the colors used in sections across
the Section Title, Content, Quote, and Image slide types. The Font and Layout options are defined
in the Main Theme (see page 1722) area.
The following screenshot shows the Section theme settings pane.

The following table describes the different settings:
Item Description
Select Select a Slide Type to preview the settings. You can preview the color and image selections for the Slide Type,
Section along with the other settings that you apply.
Preview
Section
Color
Section A color defined as a hexadecimal value that identifies a section. This color is applied to several components such
Color as the Table of Contents circle, Content Slide Title, Image Slide Title, Subtitles and Associated Content links. This
color links all slides within a section together.A red slash bar indicates that no color is selected.
Section Title Slide and Section Content
Background Background color defined as a hexadecimal value, which is used when you do not select a background
Color image. Error rendering macro 'multiexcerpt-include' : null
Background Upload a new image or use an existing one from the Image Manager.
Image
Title Color Color defined as a hexadecimal code. Error rendering macro 'multiexcerpt-include' : null
Title Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Background
Color
Opacity Background color opacity defined as a percentage (%), which is used when you select a background color. The
higher the percentage value, the darker the color appears.This opacity is defined for the title background color.
Subtitle Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Color
Background
Color
Opacity Error rendering macro 'multiexcerpt-include' : null This opacity is defined for the subtitle background color.
Table/Chart Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Background
Note: This setting is applicable only for a Section Content slide.
color

Item Description
Opacity Error rendering macro 'multiexcerpt-include' : null This opacity is defined for the table or chart background color.
Note: This setting is applicable only for a Section Content slide.
Text Color Color of various text elements on the slide defined as a hexadecimal code. Error rendering macro 'multiexcerpt-
include' : null
H1 Color
H1, H2, and H3 are text elements styled as Heading 1, Heading 2, and Heading 3 respectively.
H2 Color
Note: These settings are applicable only for a Section Content slide.
H3 Color
Image Slide
Title Color Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Title Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Background
Color
Opacity Error rendering macro 'multiexcerpt-include' : null This opacity is defined for the title background color.
Color
Background
Color
Opacity Error rendering macro 'multiexcerpt-include' : null This opacity is defined for the subtitle background color.
Section Quote
Background Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Color
Background Error rendering macro 'multiexcerpt-include' : null

Image
Quote Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Color
Quote Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Background
Color
Opacity Error rendering macro 'multiexcerpt-include' : null This opacity is defined for the quote background color.
Section Attribute
Background Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Color
Attribute Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Color
Opacity Error rendering macro 'multiexcerpt-include' : null This opacity is defined for the attribute background color.
Color Error rendering macro 'multiexcerpt-include' : null Error rendering macro 'multiexcerpt-include' : null
Note: This setting is applicable only if you choose to display the report titles from General settings of the theme.

Content Tags
This displays a list of content tags currently defined in the system. From here the administrator can
add, edit, view usage, and delete tags. Content tags are used to group content into subjects
outside of their Content Category storage locations to make for easy searching on the Accessing
BMC Remedy Smart Reporting content using Browse options (see page 812) and other search
panels. Tags can be used by the following content:
1. Discussions
2. Reports
3. Dashboards
4. Storyboards
5. Images
6. Annotations
Navigate to Administration > Admin Console > Content Tags to access a list of available tags.
Add Tag
To create a new tag to apply to content, click on the Add button at the bottom of the Content Tags
list. From here you will need to provide a text label for your tag, and Save.
Edit Tag

To edit a tag, or view its content usage, click on the tag name in the Content Tags list.
From here you will be able to adjust the text of the tag, and see a content type breakdown of where
the tag is used.
Delete Tag
To delete a tag, click on the x icon at the end of the row in the Content Tags list. From here you will
be prompted to confirm the deletion.

Note: deleting tags does not delete the content using the tag, just the grouping itself.
Date Filter Periods
Single Date
These dates are available when using a filter operator that only requires one date value as input.
For example: Equal To, Greater Than, Less Than, etc.
Today
Yesterday
Tomorrow
This Business Week Start
This Business Week End
This Calendar Month Start
This Calendar Month End
This Calendar Quarter Start
This Calendar Quarter End
This Financial Quarter Start
This Financial Quarter End
This Calendar Year Start
This Calendar Year End
This Financial Year Start
This Financial Year End
Last Calendar Month Start
Last Calendar Month End
Last Calendar Quarter Start
Last Calendar Quarter End
Last Financial Quarter Start
Last Financial Quarter End
Last Calendar Year Start
Last Calendar Year End
Last Financial Year Start
Last Financial Year End

Custom
Date Range
Date with Time Component

These dates are available when using a filter operator that requires two dates as input, and the
filter field is a timestamp. For example: Between, etc.
Last 5 Minutes
Last 10 Minutes
Last 15 Minutes
Last 30 Minutes
Last Hour
Last 3 Hours
Last 6 Hours
Last 8 Hours
Last 12 Hours
Last 24 Hours
Now Minus 3 Days
Now Minus 7 Days
This Business Week to Now
Now Minus 2 Weeks
Now Minus 3 Weeks
Now Minus 1 Month
This Calendar Year to Now
Date with/without Time Component

These dates are available when using a filter operator that requires two dates as input, and the
filter field is a either a date or timestamp. For example: Between, etc.
Today
Yesterday
This Business Week
This Calendar Month to Date
This Calendar Month
This Calendar Quarter
This Financial Quarter
This Calendar Year to Date
This Calendar Year
This Financial Year
Last Calendar Week
Last Business Week
Last 7 Days
Last Calendar Month

Last 4 Weeks
Last 8 Weeks
Last 12 Weeks
Last 3 Calendar Months
Today Minus 3 Months
Last Calendar Quarter
Last Financial Quarter
Last Calendar year
Today Minus 12 Months
Last Financial year
Next 30 Days
Next 60 Days
Next 90 Days
Custom
Configuration
This page allows BMC Remedy Smart Reporting administrators to configure a wide range of
settings that fall under the following tabs:
1. Email (see page 1740)

2. System (see page 1742)
3. Region (see page 1744)
4. Authentication (see page 1745)
5. Integration (see page 1747)
Email
You can configure all email related settings here, including default addresses and outgoing server
settings.
Note
You must be a BMC Remedy Smart Reporting Super Admin, usually siadmin, to modify
email settings.

General Settings
Option Description
Support Email Address Define the email address to receive support issue emails.
Email Notifications Enable email notifications for various user events in the system.
Email Notification Display Name Define the sender display name for Email Notifications.
Email Notification Address Define the sender email address for Email Notifications.
Notification Settings Enable the following event to send users email notifications for:
Content Distribution
Note: The following notifications are currently not supported. Do not enable these events.
User Account & Password Updates

Content Distribution
Comment Updates
Timeline Updates
Discussion Updates
Broadcast Display Name Define the sender display name for Broadcast emails.
Broadcast Email Address Define the sender email address for Broadcast emails.
Recipient Search Allow users to search for recipients in the user list when sending an email.
Email Failure Notice Admin Recipient Notify an Administrator of an email failure.
Failure Notice Recipient Define the email address of an Administrator to receive email failure notifications.
Send email in Background Allow users to continue working in the system while an email is sent.
Outgoing Mail Server
Option Description
SMTP Server Define the hostname or IP address of the outgoing mail server to be used to send emails.
SMTP Port Define the port to connect to the outgoing mail server on. Leave this blank to use the default SMTP port.
SMTP Enable this option if your SMTP server requires authentication. You will then need to complete the following:
Authentication
User Name
Password
Confirm Password

Option Description
SSL Enable this option to use SSL when connecting to the outgoing mail server. The server must support SSL
connections on the port specified above.
Send Enable this option to use the STARTTLS command when connecting to the outgoing mail server. The server
STARTTLS must support this command.
Test Email Define an email address to send a test email to.

Address
System
You can configure general system settings here, including view & pdf defaults, logo options, and
server settings.
General Settings
Option Description
Color Picker Define the default colors to display in the color picker, along with the chart color defaults. There is room for six
Standard colors to be defined.
colors
Base Tags
Included: Base tags will be included in the HTML of every page. This can be useful for debugging
purposes, but may cause issues if proxy servers or load balancers are in use.
Excluded: Base tags will be excluded from the HTML of every page.
Commented (default): Base tags will be included in the HTML of every page, but will be commented out.
This can be useful for debugging purposes.
External Define the external URL used to access this instance. This should be a link all users can access. It’s used for
Instance Base embed script links, direct links, and links sent via email.
URL
External API When using the Javascript API, a browser cookie is used to store the user's login details. Define the time, in
cookie timeout seconds, the cookie is valid. Use zero to disable the cookie.
Outgoing Define this if the BMC Remedy Smart Reporting server should connect to the internet via a proxy server. For
Proxy Server example, when connecting to WMS servers.
Extended Enable extended logs - when an event is logged to the Event table additional information such as names and
Logging descriptions of users, data sources, views, reports, or dashboards will be included. This can have an impact on
performance.
Restricted Specify which roles can be hidden from specified Administrator roles.
Roles

Option Description
Terms & Provide business Terms & Conditions that a user must agree to before logging in to the system for the first time.
Conditions (Optional)
Administration Select the storyboard to be used for guiding users through the Administration area. (Optional)
Tour
Company Logo
Option Description
Company Logo Upload an image file to be used as the Company Logo in Reports.
Image
Client Organisation Enter an absolute URL used to retrieve the client logo. ## will be replaced by the relevant Client
Logo Image Reference Id. eg: http://localhost/myimage?ref=##
Logo Image Scale Define the percentage the Logo Image will be scaled to.
Factor
Views
Option Description
Filter Views by Display the View list in Administration grouped by Source and View Category.
Category
Table List Length Define the number of tables displayed at once in the Database Tables list on Step 1 of the Drag & Drop
View Builder.
Database Column Display the columns within a database table in alphabetical or native order when viewed in the View
Order Builder.
Report View List Sort Define the sort order the list of available views on the Report Initialisation page.
PDF Export Defaults
Option Description
Page Size Select the default paper size to be used for PDF exports.
Page Orientation Select the default paper orientation to be used for PDF exports.
Shrink to fit page width Define if content should be shrunk to fit on a page, or displayed as is - possibly cutting content if too
large.
Header Height Define the default height (pixels) of page headers in PDF exports.
Footer Height Define the default height (pixels) of page footers in PDF exports.
Scale Images Display images at their full resolution or scale them down to avoid them being cut off if too large.
Maximum Image Width Define the maximum image width (pixels) for use in PDF exports.
Maximum Image Height Define the maximum image height (pixels) for use in PDF exports.
Report Section Page Define whether each Report Section will start directly below the end of the previous section in a PDF
Break export or on the next page.

Option Description
Co-Display Report Define whether each Co-Display Report will start directly below the end of the previous section in a
Page Break PDF export or on the next page.
PDF Password Define a password to be used to secure PDF exports. (Optional)
Custom Parameters
Option Description
Custom These are used as part of the Link to URL function, allowing you to use a variable as part of a link in a field.
Parameters
Region
You can configure all region related settings here, including time & date and language specific text
settings.
Time & Date Settings
Option Description
Default User Time Zone Specify the default Time Zone to be initially assigned to users until they customise the setting.
Date Format Specify the default date format to be used throughout the system.
Week Start Day Specify the first day of the week, to be used for predefined date filters.
Financial Year Start Date Specify the first day of the financial year for use in predefined date filters
Text Formats
Option Description
Name Format Specify the default format to be used when displaying a user’s full name in the system.
Decimal Separator Specify the default decimal separator character to be used in the system.
Thousand Separator Specify the default thousand separator character to be used in the system.
Default CJK Font Specify the default CJK font to be used in the system if Chinese, Japanese, Korean, or Vietnamese
characters are required.
Allow Users to set CJK Allow users to specify their preferred CJK font, rather than using the system defined font.
Font

Language Settings
Option Description
Multi-language Enable Content Translation so advanced users to provide alternate text to be displayed for additional
Deployment languages.
Languages Specify the languages users may translate content to.
Authentication
You can configure all authentication related settings here, including implementing LDAP
authentication, Client Organisations, and password restrictions.
General Settings
Option Description
Logon ID Specify whether users log in to the system with an email address or username.
Allow External Direct links to unsecured content can be shared with anyone.
Access
Multiple Login Logic Define what happens when a user tries to log in at one location, when they're already logged in
somewhere else.
Authentication Method
Option Description
User Authentication Define whether system or LDAP authentication will be used during the login process.
LDAP Configuration

Option Description
LDAP Host The Hostname or IP address of the LDAP server.
LDAP Port The TCP port that the LDAP service is listening on.
Encryption The encryption method implemented by the LDAP server.
LDAP Base DN The LDAP node that all users and groups are contained within.
LDAP Group Only members of this group will be able to login to BMC Remedy Smart Reporting.
LDAP Bind User An LDAP user with rights to search the LDAP directory.
LDAP Bind Password The password for the LDAP Bind User defined above.
LDAP Search Attribute The LDAP attribute that contains a user’s BMC Remedy Smart Reporting username, entered by LDAP
users at login.
LDAP First Name The LDAP attribute that contains a user’s first name.
Attribute
LDAP Surname The LDAP attribute that contains a user’s surname.

Attribute
LDAP Email Attribute The LDAP attribute that contains a user’s email address.
LDAP Role Attribute The LDAP attribute that contains a user’s BMC Remedy Smart Reporting role.
LDAP Group Filtering Criteria used to filter a list of LDAP groups. Only groups returned in the filtered list will be passed to
Criteria BMC Remedy Smart Reporting.
Ordering The order in which internal authentication is performed.
Test Connection Test your LDAP connection with the settings defined above.
Client Organisations
Option Description
Client Organisation Functionality Enable creation of multiple virtual instances within the system.
Global Annotations Allow annotations created at the Primary Org to be viewed through any Client Orgs.
Password Settings
Option Description
Password Define the minimum and maximum character length for user passwords.
Length
Restrictions
Password Enable any special password requirements for user passwords. These can include requiring:
Requirements
At least one number
At least one letter
At least one upper case letter
At least one lower case letter
At least one special character
Password must be different from last

Option Description
Password Define the maximum number of password attempts a user may have before the account is locked.
Attempts Limit
Show Forgot Display the Forgot Password Link on the login page so users can request a password reset. This option
Password Link requires Email Notifications to be enabled in the Email Settings tab.
Login Allow browsers to cache passwords on the login screen.

Autocomplete
Remember Me Display the Remember Me option on the login page so users can set BMC Remedy Smart Reporting to
remember their credentials for a set period of time.
Remember Me Define the number of hours BMC Remedy Smart Reporting will remember a user's credentials.
Period
Integration
You can configure integration settings that allow you to customize panels in BMC Remedy Smart
Reporting, including Headers, Footers, and Toolbars.
Page Header
Option Description
Display Define whether a standard, custom, or no header is used throughout the system.
URL Specify the location of the custom header file.
Page Title Display the page title in the header area of the page.
User Display the name of the current user in the header area of the page.
Client Display the name of the current client org in the header area of the page.
Role Display the name of the current user's role in the header area of the page.
Toolbar
Option Description
Display Display the main navigation bar directly under the header area of the page.
Logout Link Display a Logout link in the main navigation bar directly under the header area.
Offset Define the number of pixels the main navigation bar options are pushed out from the left hand side of the page.

Page Footer
Option Description
Display Define whether a standard, custom, or no footer is used throughout the system.
URL Specify the location of the custom footer file.
Left Navigation
Option Description
Display Define whether a custom or no left navigation is used throughout the system.
URL Specify the location of the custom navigation file.
Timeout Page
Option Description
Display Define whether a standard or custom session timeout page is used.
URL Specify the location of the custom timeout page.
Content settings
This page allows administrators to configure a wide range of defaults and formatting settings for
content that fall under the following tabs:
1. Report Settings (see page 1748)

2. Chart Settings (see page 1751)
3. Dashboard Settings (see page 1753)
4. Storyboard Settings (see page 1755)
5. Browse Settings (see page )
Report settings

Styles
Option Description
Report Title
Title Define the font formatting to be applied to the Report Title.
Description Define the font formatting to be applied to the Report Description.
Border Define a border for the Report Title & Description if one is required.
Background Define a custom background color for the Report Title & Description area if required.
Column and Row

Headings
Text Define the font formatting to be applied to table Column and Row headings.
Background Define the background color to be applied to table Column and Row headings.
Header Padding Define the space between the text in each header cell and the cell border in pixels.
Data
Text Define the font formatting to be applied to table cells.
Cell Height Define the height of the table rows in pixels.
Cell Padding Define the space between the text in each cell and the cell border in pixels.
Cell Spacing Define the space between each cell in pixels.
Row Shading Define an alternate row shading color for the body of tabular reports.
Row Highlight Define a highlight color displayed when the mouse pointer hovers over a row.
Section Title
Text Define the font formatting to be applied to Report Section titles.
Background Define a background color for Report Section titles.
Header and Footer
Header Define the contents of the left, middle, and right page header areas used in report exports. The following
components are available:
Date: this will insert the current date into the header when the report is exported, printed, or
shared.

Option Description
Page No: this will insert a page number on each page of the report when it's exported, printed, or
shared.
Description: this will insert the report description into the header when the report is exported,
printed, or shared.
Title: this will insert the report title into the header when the report is exported, printed, or shared.
Time: this will insert the current time into the header when the report is exported, printed, or
shared.
Space: this will insert a space into the header, for use between two components, for example: date
space time.
New Line: this will insert a line break into the header, for use between components, for example:
title new line description.
Text: this will allow the administrator to provide custom text to be used in the header.
Image: this will allow the administrator to select an image to use in the header, such as a logo.
Footer Define the contents of the left, middle, and right page footer areas used in report exports. The following
components are available:
Date: this will insert the current date into the footer when the report is exported, printed, or shared.
Page No: this will insert a page number on each page of the report when it's exported, printed, or
shared.
Description: this will insert the report description into the footer when the report is exported,
printed, or shared.
Title: this will insert the report title into the footer when the report is exported, printed, or shared.
Time: this will insert the current time into the footer when the report is exported, printed, or shared.
Space: this will insert a space into the footer, for use between two components, for example: date
space time.
New Line: this will insert a line break into the footer, for use between components, for example:
title new line description.
Text: this will allow the administrator to provide custom text to be used in the footer.
Image: this will allow the administrator to select an image to use in the footer, such as a logo.
Text Define the font formatting to be applied to header and footer text used in report exports.
Report Summary
Text Define the font formatting to be applied to Report Summary text.
Default Chart Color Specify the default chart color to be used in Report Summary charts.
Layout
Option Description
Filter Location Select the default location for User Prompt filters to be displayed on the Report page.
Filter Width Select the default length for User Prompt filter values display.
Drill Through Popup Allow Drill Through reports to display in a lightbox if configured to use the 'Popup New Window' option.
Private Reports
Option Description
Allow Share This will allow Private Report Writers to assign other users access to their report.

Option Description
Watermark Select an image to use as a watermark on Private Reports. (Optional)
Report Marker Enter text to be used as a marker below the description for all Private Reports. (Optional)
Public Reports
Option Description
Watermark Select an image to use as a watermark on Public Reports.
Report Marker Enter text to be used as a marker below the description for all Public Reports.
Chart settings
Image Settings
Option Description
Chart Image Format Specify the image format for charts to be generated as.
Draggable Allow you to open a chart in a new window and drag the image into an open program or save it for later
Thumbnails use.
Animated Loading
Option Description
Animated Chart Animate the chart as it loads.

Loading
Display Animation Animate the chart multiple times per session - each time the chart is reloaded, filtered, or changed.
Per Session Define the number of times charts animate within a session, this is animations across the system, not
per chart.
Active Charts

Option Description
Active Chart Highlighting Allow users to hover over an area on a chart with the mouse to highlight it.
Active Outline Define the color to outline the current active area.
Active Fill Define the color to fill the current active area.
Tooltip Outline Define the color to be used to outline chart tooltips.
Tooltip Background Define the background color to be used for chart tooltips. Define two different colors to use a gradient.
Tooltip Title Define the color of the Title text in chart tooltips.
Tooltip Text Define the font and color of the descriptive text in chart tooltips.
Colour Defaults
Option Description
Default Style Use only one color per category or series by default.
colors Define grids of color to be applied to charts by default. The first grid is for solid colors, the second is used to
perform gradient shading when enabled.
Map colors Define the default colors to be used for maps. The first part of the range is allocated to negative numbers, the
middle to zero, the second part to positive values.
Chart Define the default chart background color. Leave blank to set as transparent.
Background
Plot Background Define the default plot background color. Leave blank to set as transparent.
Annotation Define the default color to be used for Annotation Range highlighting on charts.
Range Default
Bubble Shading The bubbles will consist of two colors shaded together to give a rounded effect.
Style
Line Defaults
Option Description
Width Define the default thickness of lines used in charts.
Shapes Line Shapes mark each data point on line charts.
Fonts
Option Description
Title Define the font formatting to be applied to Chart Title text.
Axis Title Define the font formatting to be applied to Chart Axis Title text.
Axis Label Define the font formatting to be applied to Chart Axis Label text.
Legend Define the font formatting to be applied to Chart Legend text.

Option Description
Label Define the font formatting to be applied to Chart Label text.
Series Selection Define the font to be applied to Chart Series Selection text.
Map Settings
Option Description
GIS Base Layer Specify whether or not to display a base layer underneath maps to provide location context by
default.
Google API Access Specify if Google Maps can be used. These require internet access to work.
Google Maps Point Limit Specify the maximum number of single points to be displayed at any one time.
Google GIS Label Define the color to be used for Map Label backgrounds.
Background
Google GIS Label Border Define the color to be used for GIS Maps Label borders.
Axis & Plot Defaults
Option Description
Show Horizontal Gridlines Display gridlines attached to the horizontal axis of the chart by default.
Horizontal Gridline color Define the color to display horizontal axis Gridlines by default.
Show Vertical Gridlines Display gridlines attached to the vertical axis of the chart by default.
Vertical Gridline color Define the color to display vertical axis Gridlines by default.
Horizontal Axis color Define the color of the horizontal axis by default.
Horizontal Axis Thickness Define the thickness of the horizontal axis by default.
Vertical Axis color Define the color of the vertical axis by default.
Vertical Axis Thickness Define the thickness of the vertical axis by default.
Dashboard settings
Tab Styles

Option Description
Content Area Define the color to be used for the tab body. This will be displayed around the portlet areas on the tab.
Background
Top Margin Define the top margin height and color. This is the spacing above the tab images on the dashboard and
below the main navigation bar.
Background Define the color to be used for the background behind the tab images.
Image Height Define the height of the tab images.
Divider Define the color to be used as a horizontal divider between the tab images area and the main body of the
tab.
Bottom Margin Define the height of the bottom margin. This is the spacing between the tab images and the sub tabs, or
the top portlets on a tab.
Sub Tab Height Define the height of the sub tab area. This is the space below the bottom margin and above the top portlets
on a tab.
Sub Tab Divider Define the color to be used as a horizontal divider between the sub tab titles and the main body of the tab.
Portlet Styles
Option Description
Border Define a color to be used as a border for each portlet area.
Background Define a color to be used as the background for each portlet area.
Title Define the font formatting to be applied to portlet Title text.
Title Background Hide the tab images behind the Title text of each portlet area. This will mean that the background color is
Image shown instead.
Title Background Define the background color of the portlet Title area. This will be displayed when the Title Background
color Images are disabled.
Action Buttons Portlet buttons will only be displayed when the user hovers over a portlet.
Filter Styles
Option Description
Panel Define a color to be used as the background for the filter panel area. This is not used if filters are displayed
Background through the Left Navigation Panel.
Title Define the font formatting to be applied to the filter Titles. This is not used if filters are displayed through the Left
Navigation Panel.
Group Define a color to be used as the background for filter groups. This is not used if filters are displayed through the
Background Left Navigation Panel.
Group Title Define the font formatting to be applied to filter group Titles. This is not used if filters are displayed through the
Left Navigation Panel.
Display Settings

Option Description
Default Define the default width of the dashboard in pixels or % of the current window.
Dashboard Width
Alignment Specify the default alignment of the dashboard.
Tab Buttons Specify the location of the dashboard tab buttons, or disable them completely. These are the Add Tab, Edit,
and Remove buttons.
My Content Specify the location of the My Content panel, or disable it completely. This contains Favourite, Draft, and
Location Recently Accessed content lists.
Associated Specify the location of the Associated Reports panel, or disable it completely.
Reports Location
Search Location Specify the location of the Search box on the Dashboard, or disable it completely. This allows users to
perform a content search, displaying results on the Browse page.
Custom Use the custom styled scrollbars when portlet content is too large for the allocated size.
Dashboard
Scrollbars
Filter Settiings
Option Description
Filter Location Specify the default location of the filter panel on the Dashboard. This can be overridden on a tab by tab basis.
Apply Style Specify the default display of the filter Apply button or text.
Loading Settings
Option Description
Page Refresh Each time the user changes the tab they are viewing, only the items relevant to the tab are reloaded, such
as reports, filters, units, etc. This is only compatible with browsers that support HTML5.
Refresh Overlay Displays a colored overlay on the tab while it loads to indicate it is refreshing.
Loading Indicator Displays a loading indicator for the tab.
Report Loading Load all the reports on a tab at the same time or sequentially.
Schedule Page Define if the entire dashboard page can be refreshed automatically, while this tab is being viewed.
Refresh
Schedule Page Define how often the entire Dashboard page is refreshed in minutes.
Refresh
Frequency
Storyboard settings

Loading Settings
Option Description
Slides Preloaded Define the number of slides to be preloaded either side of the current slide.
Slides Loaded at Once Define the total number of slides to be loaded at any one time.
Browse settings
Styles
Option Description
Background color Define a color to be used as the background for the browse page. This applies to all layout options.
Search Bar color Define a color to be used as the background of the search bar. This applies to all layout options.
Search Bar Height Define the height of the search bar. This applies to all layout options.
Search Bar Bottom Border Define a color to be used as the bottom border of the search bar. This applies to all layout options.
Thumbnail Layout
Option Description
Alignment Specify the default alignment of the thumbnail tiles on the browse page.
Columns Specify the maximum number of thumbnail columns displayed on the Browse page. If the current window size cannot
accommodate this number it will be reduced.
List & Folder Styles

Option Description
Alternate Row Define a color to be used for every second row displayed in the Browse list.
Hover Define a color to be used to highlight a row the mouse is hovered over in the Browse list.
Selected Define a color to be used to highlight a row that is currently selected in the Browse list.
Images and maps

Using the Images and maps configuration you can set load new images into BMC Remedy Smart
Reporting, raster maps, and WMS layers. Raster maps are images with each zone specified as a
unique color which defines the zones to be replaced by heat map coloring.
Image types
In the Image list you will see an icon form both types of images supported:
Basic images can be used as background images for Charts
Maps which are used for generating heat maps.
Loading images
To load new images into your image library click the images and maps link from the administration
panel as shown previously. This will open the image list table.
1. Click the Add button to open the ‘add new image’ page.
2.
2. Type in the name and description of the image you wish to load and select ‘Image’ from the
drop down.
3. The page will now display the browse and upload section. Browse for your image file and
click the upload link to load the image to the server.
4. The image thumbnail will now be displayed. Click save to save your changes and return to
the list.
Raster maps
A Raster Map is an image where every zone is defined by a unique color type. This is used by
BMC Remedy Smart Reporting to detect each unique area of the map and substitute colours
based on data in your report.
The raster maps can be used for any type of location reporting not just ‘geographic’ maps. For
example you could use these for:
1. Floor Plans
2. Car Body Parts
3. Network Maps
4. Country Maps
How do they work?

With each zone of your map identified by a unique color you need to link these zones to a specific
value. These values are defined as reference codes. With each zone defined by color and linked to
a reference code BMC Remedy Smart Reporting will be able to substitute the values into the map.
Loading a Raster map
1. To load a Raster Map Image, ensure that your image has unique color for every region
required.
2. Ensure that you have reference code setup for your map data. E.g. For the example in BMC
Remedy Smart Reporting you have a country reference code defined by ISO code. These
ISO codes will be linked to each zone.
3. Similar to loading an image click the add link, provide a name and select map type.
4. You will now see a Map details section. For a basic Map you can leave the reference type
as None.
5.
5. In the layer section you will have to load the actual image you want to use. Maps support
multiple layers for the same map. For example you could have a layer for country or region
which uses the same world outline.
a. On the layer choose the name and description for the image layer that you are
loading
b. Browse and upload the map you want to load.
c. Choose layer as the layer type.
d. Choose the zone reference type. This is used to link the zones to specific reference
code values.
e. For each color select the appropriate reference code value.
f. Click Save to save your Raster map.
WMS layers
A WMS layer is a georeferenced map image loaded from a Web Map Service. These are used as
backgrounds and overlays for geographical maps in BMC Remedy Smart Reporting.
Load WMS layers
1. To load a WMS Layer go to the Images and Maps link in Administration. Select the WMS
Layer image type and enter the server details as per your WMS server. Click the Load
Layers link to view all the WMS layers on the server.
2. You should now have a list of layers that you can preview and save by selecting the
checkbox next to a layer and then clicking the Preview and Save links.
3. Once saved, you should then see the WMS layer listed on your Images and Maps list.
Email template
BMC Remedy Smart Reporting sends a variety of emails based on different events that occur in
the system. The Email Template allows an administrator to customize the look and feel of these
emails.
Email events
There are a range of events that make use of the Email Template. These include:
New User
Change Password
Broadcast
Subscription
Email Content
Distribution of:
Dashboard Tab
Report
Storyboard

Formatting the email template

An administrator can access the Email Template page by navigating to Administration > Admin
Console > Email Template.
From here all of the text and image options used in the template can be manipulated, with a live
preview panel on the right of the screen.

Session Management
This allows the user to view a list of current sessions, and close selected sessions. This is useful if
you have a user that has logged on from one IP address and then tries to log on from another but
has been denied access. Navigate to Administration > Admin Console > Session Management.
Session List
From here you will have access to the list, where you can view active sessions and delete all but
your own.
Schedule Management
BMC Remedy Smart Reporting allows user to create scheduled reports. In some instances as the
administrator you will want to delete redundant schedule items. From the admin panel you will be
able to view and delete all scheduled tasks without the need to open each task individually.
To access the schedule list go to Administration > Admin Console > Schedule Management.

View schedules
The schedule list allows you to search, view, edit, pause, run, and delete scheduled tasks.
Edit schedule
By clicking on the expand icon next to a task, you can view its schedule details.

To edit a schedule simply click on the Edit button on the task and make the changes you require.
When finished, click the Save button to commit your changes.

Pause scheduled task
To pause a task simply open it by clicking on the icon and click on the Pause button.

Run scheduled task
To run a task simply open it by clicking on the icon and click on the Refresh button.

Delete scheduled task

From the list of scheduled items select the ones you want to delete and click the Delete button.
Refresh schedules
To refresh schedules, click on the Refresh button at the bottom of the list.

Dashboard Management
BMC Remedy Smart Reporting allows users to create dashboard tabs. Administrators may need to
manage the tabs contained in a system, viewing usage information, editing, and deleting them.
To access the Dashboard Management list go to Administration > Admin Console > Dashboard
Management.
Tab information

Users
When editing or deleting tabs from a system it's important to understand which users these
changes may effect. While viewing information on a tab, click the Show Users option to view the
names of users who currently have the tab displayed on their dashboard.
Edit tab
Viewing the details of a tab and then clicking the Edit button will allow an administrator to make
adjustments to the tab metadata, security, and report content.

They also have the opportunity to access the tab itself from here, if they wish to make more
complex changes, by clicking on the Click here to go to this tab link.

Delete tab
From the list of dashboard tabs, an administrator is able to select one or many tabs and click the
Delete button to wipe them from the system.

System Information
The System Information page provides administrators with diagnostic and system information
about the instance. It can be accessed by navigation to Administration > Admin Console > System
Information.
Export System Information

When logging a support request you may be asked to send system information. To do this, simply
click the Export button which will create an XML file of the page contents for you to attach to your
request.
Content translation
Content translation allows the system to provide User Entered reporting content across multiple
languages by allowing users to translate content such as Report Names, Column Titles, Chart
Labels, etc.
In order to enable multiple languages, the following process must be completed:
1. Create content
2. Define which languages should be supported in the system
3. Enable Translation in Configuration & appropriate Role Permissions
4. Export User Entered Text as a CSV
5. Translate CSV for all required languages
6. Import translations back into the system
7. Allow users to change their preferred language through Browser settings or My Profile
8. Maintain Translations

Enabling content translation

The following must be completed in order to use Content Translation in BMC Remedy Smart
Reporting:
1. The Translation Role Permission must be enabled by

a. Navigating to Administration > Admin Console > Role Management
b. Edit the Role(s) you wish to give Translation Access to
c. Enable the Administration > Translate Content permission
d. Save your changes Note: in order to access the newly enabled Translation
functionality, users will have to log out and then log in. Note: this is only required in
order for a user to translate content themselves, users do not require this role
permission to merely view the translated content.
2. Define the languages to be supported in the system by
a. Navigating to Administration > Configuration > Region tab, expanding the Language
Settings section.
b. Set Multi-Language Deployment to On
c. Select the required languages and click +
d. You should now have a list of supported languages.

e. Click Save to update the settings.
Creating content translation

Once the required translation options have been configured, you are able to begin translating User
Entered text. There are two options to accomplish this:
1. Translate all content at once. This will allow you to provide translations across Views,
Reports, and Dashboards in one CSV file.
2.
2. Translate individual components as required. This allows you to translate a View,

Dashboard Tab, or Report, independently of other content. This is useful when you need to
make changes to limited text and do not wish to go through the larger CSV file.
Translating content system wide

To set up translated content, you will need to have completed the Translation Configuration options
outlined in the previous section. You will then need to follow these steps:
1. Ensure all content you wish to translate is Active; the Translation process will not include
Draft content.
2. Navigate to Administration > General > Content Translation.
3. Click on the Begin button.
4. Select the languages you wish to translate from the list configured previously.
You do not have to translate all available languages every time you complete this
process, just whichever are required at the time. Click on the Next button. This will
generate the content grid discussed in the next step.
5. Select the content you wish to translate. You will be provided with the following options:
a. Export All (All): includes translatable content across all active Views, Reports, and
Dashboards.
b. Content that has Changed (Changed): includes translatable content across all active
Views, Reports, and Dashboards that have been flagged by the user as Changed
since their last translation
c. Content with no Selected Language (None): includes translatable content across all
active Views, Reports, and Dashboards that do not have translations for the selected
language. You will also be shown a content grid which displays a count of unique
content that matches the All, Changed, or None criteria.
There is a count for each type of content; Dashboards (Dashboard custom text),
Reports (Report and Chart custom text), Views (View and Field custom text),
Categories (Report, View, and View Field Categories), and Header & Footer (Default
Header & Footer content defined in Configuration) From here, you can click on any of
the figures to see a breakdown of the content that makes up the selected count.
If multiple languages are selected, and items marked as Changed also have
no translation values for at least one of the selected languages, then these
items will be displayed in None, rather than Changed.
6. Click on the Export button to generate your Translation CSV. Follow standard browser
settings to save and open the file.
7.
7. You will now have a Translation CSV that contains 4 standard columns (UUID, Text Type,
Key, and Original Text), and then a column for each of the languages you selected to
translate. In order to provide translations you will need to ensure the standard columns
remain unchanged, and all translations are entered into the appropriate language column.
Note: making changes to the structure of the CSV will mean that the import will fail.
8. Once the translation is complete you will need to import your CSV back into BMC Remedy
Smart Reporting. If you have moved away from the Content Translation page, navigate to it
through Administration > General > Content Translation.
9. Click on the Import button.
10. Locate your translated CSV and click the Upload Data File button.
11. BMC Remedy Smart Reporting will now display one of the following validation messages
when
a. Your translation CSV upload is successful.
b. There is an error in your CSV file, or an unsupported file type was used.
c. One of the language column headers was changed and is not supported, in the
example below en_au was changed to australian which is not a valid language code.
d. Either the order of the standard (first four) columns has been altered or there is no
language column.
e. The CSV file was empty, or no file was selected
Translating content individually
When translating individual pieces of content, it’s important to remember that this process is less
flexible as it doesn’t allow the user to select languages to translate, or the content status (all,
changed, none - untranslated). You can translate three different levels of content individually;
Views, Reports, and Dashboards. This process will always export all text to be translated for the
selected content, for all available languages, and will include any previous translations in the file.
Translating views
1. Open the View you wish to translate by navigating to Administration > Source Systems &
Views, and selecting it from the list.
2. Place the View in draft mode and navigate to the final step of the builder – View Summary.
3. Click on the Create a Translation File link located in the bottom left corner of the General
tab.
4. A CSV file will now be generated containing all the View related text. Follow standard
browser settings to save and open the file.
5. Update the CSV with the required translations
6. You will need to navigate to the View Summary page if you have moved away, and click on
the Import Translated Content link.
7. Locate your translated CSV and click the Upload Data File button.
when
a. Your translation CSV upload is successful
b.
8.
b. There is an error in your CSV file, or an unsupported file type was used
example below en_au was changed to australian which is not a valid language code
language column
Translating reports
1. Open the Report you wish to translate by locating it in the Report List.
2. Place the Report in draft mode by clicking Edit > Format
3. Click on the Edit button again, this time selecting the Create a Translation File option
4. A CSV file will now be generated containing all the customised Report related text. Follow
standard browser settings to save and open the file.
Note
When exporting report translations, only text that has been customized in the
report builder (since the view) will be included in the file. The report will inherit all
other text from the view and as such, the view should also be translated. If there
are no translations available, the original text will be used.

6. You will need to navigate to the Report Preview page if you have moved away, and click Edit
> Import Translated Content.
7. Locate your translated CSV and click the Upload Data File button
when
language column
Translating dashboard tabs
1. Open the Tab you wish to translate by locating it on the Dashboard.

2. Place the Report in draft mode by clicking the Edit button
3. Click on the tab drop down menu and select the Translate > Create a Translation File option
4. A CSV file will now be generated containing all the Tab related text. Follow standard
browser settings to save and open the file.

4.
Note
When exporting dashboard translations, only text that is specific to the tab or its
filters will be included. The tab inherits text in reports which inherit from the view
and as such, the reports and view should also be translated.

6. You will need to navigate to the Tab if you have moved away, and click Translate > Import
Translated Content.
7. Locate your translated CSV and click the Upload Data File button
when
language column
Using content translation

Once Content Translation has been enabled, the following will have to be considered when using
the system.
User settings
In order for a user to view content in their preferred language they will have to complete the
following steps:
1. Navigate to your Profile Settings by clicking on your name in the main navigation bar and
selecting the Settings tab on the end.
2. Scroll down to the Regional Settings section and define a Preferred Language Note:
Updating the Preferred Language here will also mean that system text uses this language if
there is a translation available.
Note
If the language selected is Chinese, Japanese, or Korean, the user should select a
Preferred Font to be used for PDF exports.
3. Click on the Save button to update the settings.

3.
If no Preferred Language is set, then the browser default language will be used. If
there is no translation available for this language, the Original Text will be
displayed.
Editing content
When translatable content, Views, Reports, and Dashboards, are edited, the user will be prompted
to flag the item as Changed. This provides the Changed count on the Content Translation page
(see Translating Content System Wide) section.
To flag content for translation, simply select Yes on the following prompt after activation.
Copying content
When editing content, if the Copy function is used, it’s important to understand the following:
1. If you copy translated content, the copy will not be translated.

2. The copy will use the original text, so it won’t necessarily be the text the user was viewing
when creating the copy.
Sharing content
There are several methods of sharing content in BMC Remedy Smart Reporting, including:
1. Broadcast
2. Distribution
3. Export
4. Subscription
5. Javascript API
Each of these methods makes use of translated content where possible, following these guidelines:
1. If the user has a preferred language, and shared content will be displayed in this language
unless no translation is found, in which case the original text will be used
2. When exporting report and dashboard results, the language currently set for the exporting
user will be displayed, otherwise original text
3. When distributing content or displaying through the Javascript API to external or non-named
users, the original text will be used.
Export and import repository

BMC Remedy Smart Reporting provides you with the capacity to export all your content definitions
including the related entities from one instance of BMC Remedy Smart Reporting (e.g. QA) and
import these into a separate instance (e.g. Production).

Note: When exporting definitions from BMC Remedy Smart Reporting there are certain limitations.
You cannot export security settings that relate to individual users, only group or roles. These will
have to be reset when importing them into the new instance of BMC Remedy Smart Reporting.
Source filter information will be exported but only if it is a scheduled SQL query. Manual records
and data file records will not be exported. This is because it's assumed that users will differ
between instances, but groups and other structures will be the same.
Content dependencies
When exporting content, it's important to not only select the
items you wish to export, but also all other items the main
content may depend on to work.
BMC Remedy Smart Reporting's content dependency

structure is illustrated to the right.
For example, if you are exporting a Report you will need to

either:
1. include all images it uses, the category and sub

category it's stored in, and the view and source
connection it's based on, or
2. ensure all the items above are already available in
the instance you plan on importing the item into
Database independence
If you are using the export and import functions to migrate BMC Remedy Smart Reporting across
platforms then you will have to be mindful of any hard coded SQL. examples of this may be:
1. Created Virtual Tables within the View

2. Freehand SQL Calculated Fields in the View
3. Freehand SQL Reports
4. BIRT or Jasper reports with platform specific SQL
BMC Remedy Smart Reporting cannot test for these SQL anomalies and you should test your
export and import processes across platforms in your test environment prior to migrating into
production.
Export process
1. To export definitions from BMC Remedy Smart

Reporting click on Administration > Export in the main
navigation menu.

2. Select the elements you wish to export.
From the drop down menu choose the item type

(source system, categories, views etc). Based on
your selection you will be presented with a list of
items to choose from.
Select those items you wish to export and click the

add button to add selected items to the list. Click
next to continue.
3. If you have chosen to export items which have

dependencies (for example a dashboard tab) BMC
Remedy Smart Reporting will present you with a list of all
the dependent items which you may wish to export as well.
Select those items you wish to include in the export

process and click add to add them to the list.

4. When ready to export click the export link.
5. You will be prompted to save the file to your local drive.

Save the file onto your local file server – for later use.
Import process
1. To import definitions into BMC Remedy Smart Reporting

click on Administration > Import in the main navigation
menu.

2. Select the exported XML file from your file server by

clicking the browse button and using the file upload form to
select the appropriate file. Click next to continue.
3. BMC Remedy Smart Reporting will now display each

element in the import file on the right hand side of your
screen and provide you import options in the central form
on your screen.
You can choose to import or skip any item in the import file.
If you skip dependent items such as a data source for a
report then BMC Remedy Smart Reporting will prompt you
to select the appropriate substitutes for those specific
items.
Choose your import options for each item and click next to
navigate through all the items in the file until you reach the
summary.
4. On the summary - if all items have been processed

correctly - you can click Import to complete the process.
If an error has been detected BMC Remedy Smart

Reporting will display the error message for the
problematic artefact. You can choose to continue to Import
or fix the issue and begin the process again.
Multitenancy and data security in BMC Remedy Smart Reporting

When using BMC Remedy Smart Reporting, data security defined in BMC Remedy Action Request
System (BMC Remedy AR System) is applied for all reporting users. The reporting users can view
only the data they have access to in BMC Remedy AR System.

When BMC Remedy IT Service Management (BMC Remedy ITSM) is implemented in a

multicompany environment (set up with multiple companies in a shared BMC Remedy AR System
environment), data security settings are the same as defined for the BMC Remedy AR System
server. The onboarding option restricts access to only the reports and dashboards of the company
to which a user belongs. Reporting users can view only the listing of reports and dashboards for
their own company.
Additionally, when using collaboration options such as comments, annotations, discussions, and
notifications, other users who belong to the same company are displayed.
Client organizations
BMC Remedy Smart Reporting has functionality called Client Organizations which allows multiple
virtual instances of BMC Remedy Smart Reporting to reside in the same server instance. This
provides a way to create content isolated within one organization, hidden from other organization
users logging into the same server.
Client Orgs is a two-tier structure. The top tier, known as the Primary Org (default org). Data
restrictions are applied based on the access provided in BMC Remedy AR System.
The BMC Remedy Smart Reporting onboarding process creates the Client Org.
When using the regular onboarding process, it creates a single Client Org for the customer
that is onboarded.
When using the ITSM multi-company onboarding process, when onboarding the first
company, it creates a default Client Org for the customer (customerName_default), in
addition to the Client Org for the company that is onboarded. All subsequent onboarding
processes, create a Client Org for each company that is onboarded.
A Client Organization is identified by a Client Reference ID, which is a unique text identifier
assigned when the client is created. BMC Remedy Smart Reporting can use this ID as an Access
Filter.

Data access
When using BMC Remedy Smart Reporting, data security defined in BMC Remedy AR System is
applied for all reporting users. Users have access to the data of all companies they are provided
access to in BMC Remedy AR System, even if they are a part of a single Smart Reporting client
organization.For example, Bob belongs to the company BMC Software and during onboarding was
added to the BMC Software client organization. However, Bob has access to Calbro Services.
Even though he is not a part of the Calbro Services client organization, he still has access to the
Calbro Services data.
Content
When using the regular onboarding process, restricting access to the reports and dashboards of
the companies that the user is not a part of, is not available. Reporting users are able to view the
listing of the reports and dashboards for all companies in BMC Remedy Smart Reporting.
Reporting data however will be restricted depending on the BMC Remedy AR System security
settings. Additionally, when using collaboration options like comments, annotations, or discussions,
and notifications, all users in the system are displayed irrespective to the company they belong to.
When using the ITSM multi-company onboarding process:
Users can only access reports and dashboards for their company.
When the managing organization create a new report or dashboard they want to share with
all companies, they must export and then import the reports to the client organizations of the
companies.
Users
The Company information under the Organization information on a user’s People form record,
helps manage this segregation of users and their associated company. Users without a Company
defined in their People record (created in BMC Remedy AR System User form) are added as a part
of the default BMC Remedy Smart Reporting Client Organization and can access view all reports
and dashboards available to the default Client Organization. However, data restrictions as defined
in BMC Remedy AR System server are applied.
Related topics
Onboarding users and importing content in BMC Remedy Smart Reporting (see page 1595)
How multi-company user onboarding works (see page 1605)
Defining a Smart Reporting administrator for the default Client Org

The ITSM multi-company onborading method creates a customerName_default Client Org. Any
user without a Company defined in their People record (created in BMC Remedy AR System User
form), is added to the default Client Org. However, none of the users have BMC Remedy Smart
Reporting administrator rights.

If the managing company wants to define a BMC Remedy Smart Reporting administrator, he must
do so manually.
To define a Smart Reporting administrator for a default Client Org:
1. Log on to the BMC Remedy Reporting as the Reporting Super admin, usually siadmin.
2. Add the siadmin user to the default Client Org.
3. a. Select Administration > Admin Console.
b. From the Administration menu in the right pane, select Client Organizations.
c. Search for the customerName_default Client Org, and select it from the search
results.
All available users in the org are listed in Users table.
d. Click Add.
e. Search for the System Administrator, usually siadmin, to add it to the default Client
Org.
f. Click Save.
4. Define the Smart Reporting Administrator for the default Client Org:
5. a. Logout and log back on as the Smart Reporting Super admin.
The Select Client org dialog box is displayed.
b. From the drop-down list, select customerName_default Client Org, and click Login.
The Smart Reporting Super admin is logged on to the customerName_default Client
Org.
c. Select Administration > Admin Console.
d. From the Users list of the Client Org, search for the user who should be defined as
the Reporting administrator.
e. Select the Change Role option from the drop down menu next to the user's name and
select Admin.
Enabling broadcasting
You can schedule broadcasts for specific reports using BMC Remedy Smart Reporting, if you need
report related updates to be sent out at regular intervals.
You need to perform the following procedures to set the broadcast schedule for a report:
1. An Administrator must configure the SMTP settings. For more information, see Outgoing
Mail Server settings in Email configuration (see page 1740).
2. An Administrator must enable Broadcasting (see page 1786) on the Data Source Connection.
3. An Administrator must enable the Broadcasting Role Permissions for User Roles that
require it.
4. The Report Writer must enable Broadcasting on the Report.
As an Administrator you can manage the scheduled broadcast (see page 1786) tasks.
This section describes the administration tasks involved in working with broadcasts.

Enabling broadcasts
For enabling scheduled broadcasts, an Administrator needs to enable the Broadcast and
Subscribe options from the Administration Console.
1. Log on to BMC Remedy Smart Reporting as an Administrator.

2. Choose Administration > Admin Console > Data Source.
3. Select the Data Source that is used for creating the report.
4. Enable the Broadcast and Subscribe options, and save your selections.
Managing scheduled broadcast tasks

To access the schedule list go to Administration > Admin Console > Schedule Management.
View schedules
Edit schedule
By clicking on the

expand icon next to a task, you can view its schedule details.
To edit a schedule simply click on the Edit button on the task and make the changes you require.
When finished, click theSave button to commit your changes.
Pause scheduled task

To pause a task simply open it by clicking on the
icon and click on the Pause button.

Run scheduled task

To run a task simply open it by clicking on the
icon and click on the Refresh button.
Delete scheduled task

From the list of scheduled items select the ones you want to delete and click the Delete button.

Refresh schedules
To refresh schedules, click on the Refresh button at the bottom of the list.
Optimizing BMC Remedy Smart Reporting performance

BMC Remedy Smart Reporting provides various options to optimize performance of the BMC
Remedy Smart Reporting application.

Planned deployment based on your infrastructure

Multiple deployment options are available for BMC Remedy Smart Reporting. Depending on your
set up choose your deployment option of BMC Remedy Smart Reporting. For more information
about the available deployment options, see Reporting Deployment options Planning BMC
Remedy Smart Reporting deployment.
Setting data restrictions at multiple levels

Depending on your requirements you can configure multiple options to manage the performance of
BMC Remedy Smart Reporting and BMC Remedy AR System server.
Restricting data to display and governing reporting requests ensures that there are no performance
issues for other components of the BMC Remedy AR System when using BMC Remedy Smart
Reporting.
Planned deployment based on your infrastructure (see page 1790)

Setting data restrictions at multiple levels (see page 1790)
Configuring data source connection restrictions on BMC Remedy Smart Reporting
(see page 1791)
Configuring restrictions for specific reporting modules on BMC Remedy Smart
Reporting (see page 1791)
Configuring restrictions for BMC Remedy Smart Reporting query results (see
page 1792)
Configuring view level restrictions for data to be displayed (see page 1792)
Configuring restrictions for BMC Remedy AR System server data (see page 1793)
Configuring BMC Remedy AR System for setting restrictions on BMC Remedy
Smart Reporting data (see page 1793)
Configuring the data connection limit on BMC Remedy Smart Reporting (see
page 1794)
Note
The data restrictions are applied in the following order:
BMC Remedy AR System restrictions

BMC Remedy Smart Reporting data source restrictions
BMC Remedy Smart Reporting view level restrictions
BMC Remedy Smart Reporting report level restrictions
BMC Remedy Smart Reporting data source connection restrictions

Configuring data source connection restrictions on BMC Remedy Smart Reporting

The Data Source connection management section provides the pool mechanism for optimizing the
connections to the data source. Connection settings define the number of concurrent connections
allowed for accessing reports.
To optimize data source connections:
Add values for Min Connections and Max Connections fields. These values determine the
number of connections to use from within a connection pool.
For example, when you set the maximum connections to 5, only 5 connections will be
allowed. When a user accesses a report, a connection is used. However, if a user accesses
a Dashboard that lists three reports, three connections are used. Set the value of Max
Connections to restrict the number of connections to be used by BMC Remedy Smart
Reporting from the connection pool defined in BMC Remedy AR System server (Need to
confirm this). Once the maximum number of connections is reached, other users will not be
able to access the source until these reports have completed processing.
Increasing the value of Max Connections will not affect BMC Remedy Smart performance
unless there is a large number of users accessing a large number of reports.
Enter a Refresh Time is hours. This is the time after which database connections are
refreshed.
The refresh recycles the connections after the set period. This is done to ensure that no
connections are stale or left open even though the user is no longer using them.
Enter a Timeout value in seconds. The timeout is the time that is allowed for the SQL
statement to return results. The value defined should be able to accommodate the queries
run against this source. If queries against this source are likely to be large this field should
be set to accommodate them.
Configuring restrictions for specific reporting modules on BMC Remedy Smart Reporting
You can configure data restrictions for specific reporting modules by restricting the data to be
displayed, or by restricting the query results.

Configuring restrictions for BMC Remedy Smart Reporting query results

On the BMC Remedy Smart Reporting data source, you can restrict the query results by setting the
MaxRowsReturned parameter in the Data Source settings.
Configuring view level restrictions for data to be displayed

Define view level data restrictions for specific modules that are expected to return large number of
records. For example, your Change reports are not expected to return a large number of records,
but Incident reports are expected to return a large number of records. You can define view level
settings for the Incident Management view.
To set the data limit:
1. Log on to the BMC Remedy Smart Reporting view.

2. Open the view in Edit mode.
3. On the View Options panel, under the Performance section, modify the View Row Limit
parameter.
This parameter allows you to set the limit for rows returned from the database.

Configuring restrictions for BMC Remedy AR System server data

BMC Remedy AR System server level configurations are available to manage the data load for
BMC Remedy Smart Reporting queries on the BMC Remedy AR System server. You have a
couple of options to manage the data load at the BMC Remedy AR System server.
Configuring BMC Remedy AR System for setting restrictions on BMC Remedy Smart
Reporting data
BMC Remedy Smart Reporting displays the data received from the BMC Remedy AR System
database, allowing us to use the BMC Remedy AR System configuration option to limit the number
of rows returned from the database.
To define data restrictions in BMC Remedy AR System server:
1. Log on to BMC Remedy IT Service Management.

2. Choose Applications> AR System Administration> AR System Administration Console.
3. Choose System > General > Server Information.
4. On the Configuration tab of the Server Information page, modify the value of the Max entries
returned by GetList field.
This field sets a row limit for any query sent using the JDBC driver.
The BMC Remedy AR System Server row limit settings can be overwritten by setting a parameter
in the JDBC Connection string. Add a rowLimit parameter in the BMC Remedy AR System
Datasource which will override the system settings and return the specified number of result set.
For example:
jdbc:arserver://VW-PUN-ATM-DV33:0;mode=new;rowLimit=6000

Configuring the data connection limit on BMC Remedy Smart Reporting

Configure the BMC Remedy Smart Reporting Connection settings to define restrictions on the data
connection to the BMC Remedy AR System server. The Custom Parameters for the BMC Remedy
Smart Reporting data connection settings allows you to control the data returned from the BMC
Remedy AR System server depending on expected volume of data being retrieved for BMC
To update the data connection settings:
1. Log on to the BMC Remedy Mid-Tier as the Reporting Administrator, and launch to mid-tier
with Report Admin and launch BMC Remedy Smart Reporting console.
2. Choose Administration > Admin console > Data sources.
3. Open the AR System Data source.
4. In the Connection section, update the row limit in the Custom Parameters.
For example, mode=new;refreshCache=60;rowLimit=10000
5. Click Test Connection.

Creating Content
Once you know your way around the system you will need to learn how to create various types of
content. Work through the following basic tutorials to learn how to build each type of content.
Step Description
1. View (see page 1795) Learn how to create a basic Drag & Drop View.

Step Description
2. Report (see page 1807) Learn how to create a basic Column Report with a Chart.
3. Dashboard Tab (see page 1809) Learn how to set up a basic Standard Tab.
4. Storyboard (see page 1111) Learn how to create a Storyboard.
5. Discussion Topic (see page 1141) Learn how to create a Discussion Topic.
Creating a view
The View is a metadata layer used by BMC Remedy Smart Reporting to hide the complexity of
database structures from Report Writers. The View is used to define which columns in your
database you wish to make available for Report Building. These fields may come from multiple
tables and therefore will require joins to be defined (the business logic that links rows in a table
together).
The two major steps in creating a view include:
1. Relationship Entity Diagram - selecting the tables you need from your database and defining
how data in these tables are joined
2. View Field Selection - defining which fields you wish to make available from these tables
and providing metadata for them.
See Views (see page 1636) for more information.
Recommendations
Following are the recommendations for creating views:
Create multiple small views specific to use cases instead of one large view that
covers all use cases.

Plan for view objects like forms and fields that will be included in the new view.
To make a view more useful, give business names to the view objects.
Following are the recommendations for modifying an existing view:
BMC strongly recommends that you do not delete the current objects, joins, forms,
fields, or tables from the out-of-the-box views. BMC will continue to update out-of-
the-box views with every release.
If you choose to modify out-of-the-box views, create and save a copy of the out-of-
the-box view, and then make changes to the copy.
For example, create a copy of the Incident Management view, call it Incident
Management - CUSTOM, and make changes to the custom view.
Although you can create multiple custom views for each out-of-the-box view, BMC
recommends that you combine your changes into as few customized views as
possible.
When you create new objects in a view, always use unique names; for example,
Object_X or X_Object.
Also, see Implications of customized views on reports and dashboards (see page 1152)
and Implications of customized views on an upgrade (see page 1152).
This section will walk through the initial steps of creating the view, including selecting the data
source connection to base it on and the builder type to use.To create a view
1. Log on to the BMC Remedy Mid-Tier as a Reporting administrator.

2. From the Applications menu, choose BMC Smart Reporting Console > Smart Reporting
console.
3. On the BMC Remedy Smart Reporting menu choose Create > Views.
Alternatively you can click Add from the Views section of the Admin Console.
4. On the View initiate screen, select the following options:
I want to author the view using Drag and Drop Editor
The data I need for my view is sourced from AR System

4.
Category List Flash Boards — To create views for KPI reporting

General Views — To create views for generic reporting
5. Click Click here to continue to go to the next screen.

On the View builder page the Database Tables panel on the left of the canvas lists all the
available tables, and the View options on the right of the canvas provides setting options for
the view.
6. Update the View Options to add information about the view you are creating.
Name Name for the view you are creating
Business Description Description for the view that would explain the use of the view
Technical Description Description for the view that would include specific technical details you might want to add
Audience Intended audience for the view
View Category Displays the value selected on the initiate page
Performance
View Security Define access permissions for the view

Unsecure — All users can view it
Edit Restricted — Selected users can view and edit it
Restricted — Selected users can view it
Once you have updated the basic view settings, you can create the entity relationship
diagram and add fields.
Click the following video to view the process of setting the security options for a view.
Entity relationship
Entity relationship is one of the key components of the view builder that allows you to define all key
relationships between your selected database tables.
To add an entity relationship:
Click to Expand Instructions
1. From the table list on the left of the screen, drag the
following tables onto your canvas:
AthleteFact, Person, and Camp
You should now have three tables on your canvas as

displayed on the right.
2. On the AthleteFact table click the join link. This will

open the join pop-up. Create a join between the
AthleteFact Table and the Person Table.

Join From: AthleteFact Join Type: Inner Join Join To:

Person Join logic: PersonID Equal to PersonID
3. Click the Add button to add to the join list. You should
now see the join logic as depicted on the right.
4. Click the Save & Close button to save your join. The join
will now be displayed as a line between your AthleteFact
and Person tables. Hovering over the join icon will display
the join logic in a tooltip.
5. Create another Inner Join from AthleteFact to Camp

where CampID = CampID
You can move your tables around the canvas to make the
diagram easier to read if needed
See Drag and drop view builder (see page 1641) for more information.
Selecting fields
Select fields that you wish to make available to your end users for reporting. Only columns selected
from each table in your Unattached list will be available for reporting.
1. Click on the expand icon next to a table name to expand

it.

2. Click the Properties link on the AthleteFact table. The

table properties will now be displayed in the View Options
panel.
3. Click the Columns section link to open the options. A set

of columns from the AthleteFact table will be displayed.
Select the AgeAtCamp, AgeGroupAtCamp, Cost,

Demographic, InvoiceEstimate, InvoiceDate, and PersonID
Columns.
4. Once you have selected these, click on the Properties

link again to update your diagram.
5. The columns you selected should now appear in bold on

your table (as pictured).
6. Replicate the last step for each table.
Camp: CampDemographic, CampDescription, CampRegion

, and ISOCODE

Person: DateOfBirth, Gender, Region, and ISOCODE
7. Click on Step 2 in the navigation bar to continue to the

View Fields page.
See Table properties (see page 1651) for more information.
Field categories and meta data

Initially, fields selected from the previous step will all be in the Unattached panel in folders that
represent the tables that they originated from. These fields have not had meta data associated with
them and cannot be used by your report writers. You must assign fields to categories (folders) in
the Available Fields panel. The reason you do this is to organise you fields in a way that is logical
for the Report Writer, giving you the chance to group them differently than the table structure in the
database.
1. First of all, make sure you have the categories you want
to use to divide your fields. Click on the Edit Categories link
in the Available Fields section.

2. Add the Athlete, Camp, Payment, and Time categories

and click the Save & Close button.
3. Click the expand arrow next to the folder names to see

the columns you have selected from each table.
4. From the AthleteFact table either select and drag the

fields individually or use shift to click on each of the
AgeAtCamp, AgeGroupAtCamp, and Demographic fields
and drag these into the Athlete folder.
On completion you will note that the column names are

now in bold indicating that they have been added to the
view.
5. Now follow the same steps as above and put all the
fields in their correct categories. Cost, InvoicedAmount,
and InvoicedDate fields > Payment category. InvoiceDate
field > Time category. Camp fields > Camp category.
Person fields > Athlete category.

6. To update the field name to provide a more user friendly

name – double click the ISOCODE field. Change the
business name of the field to Athlete Country.
7. This field will use an Org Ref Code to convert ISO

Country Codes to their respective names. To set this up,
click on the Format tab.
8. Set the Format option to Org Ref Code. In this case you
will use an existing type that we have set up for a sample.
See Organisation Reference Codes (see page 1679)

for more information.
9. Select Country from the drop down menu.
10. Click on Save button to commit your changes.
11. The ISOCODE column will now be updated in the

Athlete folder. This method is used to provide business
terms for all your attributes.

See View fields (see page 1668) for more information.
Field format
The format options will provide the default for how the field will be used on the report. A user will
still be able to change a format for a specific report.
1. Double click on the Cost field to open it in the edit

window.
2. Click on the Format Tab
3. Add a prefix of $ and set Decimal Places to 0.
4. Select SUM as the default aggregation.
5. Apply a colour for chart display if required.
6. Click on Save button to commit your changes.
See Field format (see page 1676) for more information.
Calculated fields
In addition to fields from your database you can create calculated fields, pre-defined filters, and
date hierarchy fields.
Calculated metric
This type of calculated field allows you to build a calculation that will return a numeric value as the
result. In this example we will aim to calculate profit by subtracting cost from invoice figures.
1. In the Unattached panel open the Calculated Fields

folder and then the Formula Builder folder.
2. Drag the Metric field into the Athlete Payment folder.

3. You will now see the Definition tab. Set the Business
Name to Profit and enter the calculation logic Invoiced -
Cost into the Description - this is useful for users that want
to know the formula used in a calculation.
4. Click the Formula tab to define the calculation.
5. From the Select Field drop down choose

INVOICEDAMOUNT and click the + Add button next to it to
build it into the calculation.
6. Now click the - (minus) button directly below the Select

Field drop down.
7. Select the COST field and click the + Add button to finish
this simple calculation.
8. Click the Click here to test this formula link in order to let
BMC Remedy Smart Reporting validate your calculation.
You should see a Formula Successful message displayed
above the builder if successful.
9. Click Activate to save the field and make it available for

use in reports.
11. You will now see the Profit calculated field in the
Athlete Payment category and it will have a green icon
instead of the usual metric icon to show that it's a formula.
See View calculated fields (see page 1656) for more information.
Date hierarchy fields

Date Hierarchy calculated fields allow you to build levels of a hierarchy based on a single date field
in your database. This can then be used to define Drill Down hierarchies, or for other purposes in
reports.
1. First you will need to ensure you have a date field to use
with the hierarchy templates. We've already added the
InvoiceDate field into the Time folder, so this has been
taken care of.

2. Drag each of the levels one by one into the same folder
as your date field - this is important for when you build the
hierarchy later. Start with the Year Start Date. The reason
we're using the Year Start Date is so that the field is still a
date format, even though we can change the display to be
just the Year component. This means we can use it for
Time Series charts and other date related functionality.
3. Rename the field to Year and the Description to Invoiced

Year. This lets the user know that the field is based on the
Invoiced Date, avoiding incorrect use.
4. Set the field type to Dimension on the Definition tab - the

field has to be a dimension in order to use it in a Drill Down
hierarchy as metrics are not deemed compatible.
5. Set the field to base the Year on to INVOICEDATE,

found at the very bottom of the Definition tab.
6. Activate the field.
7. Repeat the same process, this time creating a Month

field based on Month Start Date of Invoiced Date.
8. Double click your INVOICEDATE field in order to rename

it to Invoiced Date and change the field type to Dimension
in preparation for building the hierarchy.
Drill down hierarchy

The hierarchy allows report users to drill down a dimensional hierarchy by limiting the result set as
they select one level to the next. For example drill from Year (2014) to Month (August) etc.
When creating the hierarchy, you need to start from the top
level and work your way down. In this example we are
creating a Year > Month > Date hierarchy, so we will start
with the Year field at the top.
1. Double click the Year and navigate to the Hierarchy tab.
2. Enable Drill Down and select the Month field as the Drill
To option. Activate the field.
You will now notice that there is a link between the Year and Month fields.
This lets you know there is a hierarchy link defined between the two fields.

3. Next repeat the process by double clicking on the Month

field, navigating to the Hierarchy tab, enabling Drill Down,
and specifying the Invoiced Date field as the Drill To option.
5. You will now see there is a 3 level hierarchy defined. You wont have to define
Drill Down options on the bottom level (Invoiced Date).
See Drill Down hierarchies (see page 1672) for more information.
View summary and saving
1. From the View Fields page click the last

step to continue to the Summary page.
2. You can explore the tabs to see example data and the
SQL that BMC Remedy Smart Reporting generates.
3. Click the Activate button to save you view and activate it

for use.
4. You will now see on the general tab that your Tutorial
view is Active. It is now ready to report off.
5. Click Close to close the view and return to you view list.

See View Summary (see page 1689) for more information.
Related topics
For more information around the creation of Views in BMC Remedy Smart Reporting see the Views
(see page 1636) section of the wiki.
Creating a report
Having created our view we are now ready to create reports using the Report Writer. When
creating a new report you will have begin with an initialization step. The step is required for you to
select the source system and the view you wish to access, as well as the type of builder you wish
to use.
Video
This short video describes how to create a basic report.
The following example describes how to create a basic report
Step 1 - Create
This section walks you through starting the report building process, including selecting the type of
builder, and the view.
1. Click the Create link in the main navigation bar of the system, and select the Report option.
2. On the Report Initialization page, select the Drag and Drop Builder to use for report creation.
3. Click on the BMC Remedy AR System view in order to use the fields defined within it for
creating the report.
Step 2 - Data
This section walks you through the step of adding data to a basic report.
1. On the Data step of the builder, you define the fields used in your report, format them, and
define any filters, sections and other advanced options for your report.
2. From the list of folders on the left, expand the Time folder to access time related fields.
3. Drag and drop the Year field into the preview area.
You can also drag it directly into the Column or Rows list. Dragging the field into the
Columns list creates a Year column that goes down the page, where the Rows creates a
Year row that goes across the page.
4. Expand the Athlete Payment category and drag the Invoiced Amount field next to the Year
field in either the Columns or Preview area.
5.
5. Expand the Athlete category and drag the Athlete ID field between the Year and Sum
Invoiced Amount fields.
6. Click on the drop down menu on the Athlete ID field and set the Aggregation to Count
Distinct.
7. Click on the Column Formatting icon in the main Formatting bar in order to open the
formatting menu. Here you can adjust the title and formatting options applied to each of the
fields in the report.
8. Select the Count Distinct Athlete ID field to open its options.
9. Change the Display name of the field to Athletes.
10. Select the Sum Invoiced Amount field and change the name to Invoiced.
11. Click the X button on the top-right corner of the Column Formatting menu to close it and
apply changes.
Step 3 - Charts
1. Click on the Charts link in the main navigation bar in order to progress to the Chart Builder
step.
You will now have a list of fields on the left side of the builder that are available from the
table you defined on the Data step.
2. Drag the Year field into the Horizontal Axis component of the Auto Chart builder.
3. Drag the Invoiced field into the Vertical Axis component.
You will now have generated a line chart. In order to change the chart type manually, you
will need to switch from the Auto Chart builder to a specific type.
4. Open the Select Chart panel on the right of the screen.
5. Locate the Pie section and choose a basic Pie Chart.
Your chart will now change to a Pie.
6. Click on the Labels formatting menu in the main navigation bar in order to enable some
labeling.
7. Set Labels display to On and select the Category and Percentage options.
8. Click X to close the menu and apply your label settings.
Step 4 - Output
1. Click on the Output link in the main navigation bar in order to progress to the Report Output
step. Here you can apply formatting options and save the report.
2. Click on the Report link in the main navigation bar and select the Save option.
3. Define a Name and Description for the report, then provide Category and Sub Category
options for storage.
4. Click on the Activate button to save your report and activate it for consumer use.
Related topic
For more information around the creation of Reports in BMC Remedy Smart Reporting see the
Creating a custom report using BMC Remedy Smart Reporting (see page 859).

Creating a Dashboard tab

Once your reports have been built you will be able to create a new dashboard tab and add them to
it.
A dashboard is a way to present reports to users in a way that lets them quickly scan all their key
metrics with out having to open each report individually. As such when designing a dashboard
deciding what gets displayed is critical to providing users with dashboards that help them in their
jobs.
Video
This short video describes how to create a Dashboard tab
Creating a Dashboard tab
1. On the BMC Remedy Smart Reporting console, from the Create menu, choose Dashboard
Tab > Standard Tab.
2. On the blank tab displayed, search for Pie in the Report Search panel on the left.
3. Drag the report to the top portlet area on your tab.
The chart is displayed on the dashboard tab.
4. Resize the report by dragging the bottom edge of it downward until the data is easier to
read.
5. Click Save.
6.
6. Enter the required details, and click Activate to save and activate the tab.
Note
The sub category will also be updated.
The new tab is now published and ready to use.
For more information about dashboards, see Dashboard (see page 811).
Rebranding BMC Remedy Smart Reporting

Rebranding BMC Remedy Smart Reporting allows you to maintain the organizational feel between
it and other corporate documents and systems. The corporate branding colors, fonts, logos,
images, and links become the visible aspect of the site and can integrate seamlessly with an OEM
application.
When rebranding BMC Remedy Smart Reporting it's important to take into consideration the end
user experience. It is recommended that corporate logos, styles, and colors are implemented to
ensure it instantly feels like an extension of the organization.
You should also spend time identifying and special requirements your users may have. An
example of this would be colorblind users. There is a great article written by Andy Baio about color
blindness and the importance of chart color selection, located here. A useful online tool to help you
select colors that work well together, and are colorblind, print, and/or photocopy safe is found here.
Styling components
The components in BMC Remedy Smart Reporting that can be styled and customized include:
System Header (see page 1810)

System Footer (see page 1810)
Images (see page 1812)
CSS (see page 1812)
Styling Reports, Charts, and Dashboards (see page 1748)
Custom headers and footers

BMC Remedy Smart Reporting can be integrated into existing or new applications by removing or
replacing the Header and Footer panels. This also allows you to build in your own navigation into
customized panels.
Customization of the standard BMC Remedy Smart Reporting Header and Footer can be
performed two ways:
1.
1. Simple - this involves the replacement of images, and changes to the CSS files used by the
header and/or footer, without having to write a panel. Generally this option is used for quick
'mock ups' but not the final restyled product.
2. Complete - this involves writing a custom file to replace the header and/or footer panel. This
method requires more technical knowledge, and more time.
Header
The BMC Remedy Smart Reporting header sits at the top of each page in the system.
Footer
The footer is located at the bottom of the page, and is centered on the Dashboard if the dashboard
position is set to Center.
Simple
If you wish to create a quick, temporary custom header & footer, simply replace the following
images in the BMC Remedy Reporting ROOT customimages directory
(<reportingInstallDir>\appserver\webapps\ROOT\customimages) with your customized versions:
1. header_logo.gif
2. logoFooter.png
You will need to clear your browser cache once replacing these images in order for them to
appear.
Note
The images you wish to use as replacements will need to have the same name as the
files listed above in order for the page to pick them up. You no longer have to overwrite
the originals, simply place your new images in the custom directory. This will mean that
they will not be overwritten during the upgrade process.
Complete
The included HTML should he a fragment, suitable for including inline within another HTML page,
rather than it being a full HTML document itself. That is, it should NOT contain <HTML>, <HEAD>,
or <BODY> tags. Remember that any links inside the HTML will be relative to the BMC Remedy
Smart Reporting page. It is recommended to use absolute HTML links.
It is also important to remember that the standard The images you wish to use as replacements will
need to have the same name as the files listed above in order for the page to pick them up. You no
longer have to overwrite the originals, simply place your new images in the custom directory. This
will mean that they will not be overwritten during the upgrade process.Header provides only one
link for a user to log out of the system. If the header is being replaced and you wish to provide this
link, include:

javascript:on_submit(‘logoff’);
There is also a sample header file available as a starting point in the BMC Remedy Smart
Reporting Examples directory (reportingInstallDir\development\examples\CustomHeaderExample.
jsp).
1. Save your custom Header & Footer files in the BMC Remedy Smart Reporting ROOT
directory (reportingInstallDir\appserver\webapps\ROOT)
2. Save any required images in the BMC Remedy Smart Reporting customimages directory (
reportingInstallDir\appserver\webapps\ROOT\customimages)
3. Update any CSS files used, or add new ones to the BMC Remedy Smart Reporting
customcss directory (reportingInstallDir\appserver\webapps\ROOT\customcss)
4. In BMC Remedy Smart Reporting, navigate to Administration > Configuration > Integration
(tab)
Here you will need to specify the locations of your custom files.
a. Change the Page Header option from Standard BMC Remedy Smart Reporting
Header to Custom Header and specify the URL of the file.
b. Change the Page Footer option from Standard BMC Remedy Smart Reporting Footer
to Custom Footer and specify the URL of the file.
The Custom URL is a link to the html fragment that will be included at runtime every time a page is
loaded. It can be located on any server that the BMC Remedy Smart Reporting service can
access, but for best performance it would be hosted on the same server. In this example we have
placed the file in the BMC Remedy Smart Reporting ROOT directory (reportingInstallDir
\appserver\webapps\ROOT\header.jsp and can then be found via header.jsp
Note
You may wish to create a new folder in reportingInstallDir\appserver\webapps\ROOT to

contain your custom files instead of using the existing BMC Remedy Smart Reporting
directories to make it easy to locate them.
Custom images and CSS

Before you make any changes, remember to create a backup of the entire ROOT directory.
Creating a zip of the ROOT directory will mean you can always restore your styling back to BMC
Remedy Smart Reporting's default state. This is especially important if you are new to CSS. Do not
skip this step.
It is also important to remember to clear your browser cache before attempting to view any
changes you've made. This will ensure you don't get a combination of old and new styles and
images on your page, only the current correct version.

Custom directories
Within the ROOT directory in your BMC Remedy Smart Reporting installation, there are two
custom directories used for restyling:
1. customcss (<reportingInstallDir\appserver\webapps\ROOT\customcss)
2. customimages (reportingInstallDir\appserver\webapps\ROOT\customimages)
These directories should contain any customized versions of images and css that are to be used in
the place of BMC Remedy Smart Reporting original images. These files are stored in custom
directories so that the original files can remain intact. It also means that when BMC Remedy Smart
Reporting is updated they are not touched, as the custom directories are not modified during the
update.
Images
The images used by BMC Remedy Smart Reporting can be found in the Images directory
(reportingInstallDir\appserver\webapps\ROOT\images). There are a wide number of images used
throughout BMC Remedy Smart Reporting to control the look and feel of various menus and
results. In order to customize these images you will need to use image editing software. If you do
not have image editing software there is a wide range of free tools available online including GIMP
and Paint.NET.
Once you have a tool to use, you need to:
1. Make the required changes to the image file

2. Save your changes to the custom images directory (reportingInstallDir
\appserver\webapps\ROOT\customimages), ensuring the file maintains the same name and
type
3. Clear your browser cache
4. Reload the page that's affected by the updates and review
CSS
The CSS files used by BMC Remedy Smart Reporting can be found in the CSS directory (
reportingInstallDir\appserver\webapps\ROOT\css). There are a range of stylesheets used by BMC
Remedy Smart Reporting to control the look and feel of various aspects of the product. The main
file used when restyling BMC Remedy Smart Reporting content is ie.css, as this is used for the
widest range of styles throughout the system, with smaller files used for specific functions or
pages.

Browser developer tools

Generally, when heavily restyling BMC Remedy Smart Reporting, including styles, the use of a
browser's developer tools is recommended. This allows you to investigate elements on a page -
viewing the styles being used and testing out possible changes before any stylesheets are
changed. Most browsers have built in developer tools, as well as some well designed plugins. The
following describes how to access developer tools in some common browsers, although it's not an
exhaustive list.
Browser Page Instructions Menu Instructions
Chrome Right-click anywhere on the page and select Navigate to Settings > Tools > Developer tools
Inspect Element from the menu
Firefox Right-click anywhere on the page and select Navigate to Firefox Menu > Web Developer > Inspect
IE Press the F12 key Click on the Tools menu and select developer tools
Opera Right-click anywhere on the page and select Navigate to Opera > Page > Developer Tools > Opera Dragonfly
Safari Right-click anywhere on the page and select Navigate to Display > Develop > Show Web Inspector
Inspect Element from the menu Note: this must first be enabled in Settings > Preferences >
Advanced > Show Develop menu in menu bar
Note
These instructions were correct for the latest version of each browser when written, if they
don't work for you please reference the help of the particular browser you are using.
Editing and updating CSS

Once you have tried out your changes using a set of developer tools listed above, you will need to
make your changes to BMC Remedy Smart Reporting's CSS files. In order to do this we
recommend you make use of a text editor that has syntax highlighting. If you don't have something
already, a free tool we like to use is Notepad++.
All you need to do now is:
1. Make the required changes to the CSS file(s)

2. Save the file(s) to the custom css directory (reportingInstallDir
\appserver\webapps\ROOT\customcss)
3. Clear your browser cache
4. Reload the page that's affected by the updates and review
Note

Your replacement files, stored in the customcss directory do not have to be files of the
same names as the original, as long as they have the correct class names BMC Remedy
Smart Reporting will use them. This means that you can condense all your custom styling
into one css file if you wish, which only contains items you've customized.
Updating view references in out-of-the-box reports to custom

views
When you create a custom view, out-of-the-box reports do not automatically change references to
the new custom view. Existing reports continue to reference the out-of-the-box view unless you
manually update the reference to the new custom view.
Best practice
Do not modify out-of-the-box view or report. Instead, create a copy of the out-of-the-box
view or report, and modify the copy.
Consider a scenario in which you have two versions of the Incident Management view:
Incident Management — An out-of-the-box view.

Incident Management - Custom — A custom view created by using a copy of the out-of-box-
view. You have added a few fields to the custom view.
Incident Crosstab is an out-of-the-box report that refers to the out-of-the-box Incident Management
view. You want the report to refer to the Incident Management - Custom view. To update the
references, you create a copy of the Incident Crosstab report and update the view references in the
copy to refer to the Incident Management - Custom view.
This following procedure provides steps to manually create a copy of the out-of-the box-report, and
then update the view reference to the custom view.
Note
Only a BMC Remedy Smart Reporting user with an Administrator role can perform this
task.
To manually update the view references for existing reports
1. Create a new, modifiable version of the report you want to update:

a. Open a report and click Edit.
b.
1.
b. Select an option that sets the report to draft mode, for example Data or, Charts.
See Reports and Edit menus (see page 1083).
c. On the confirmation prompt that appears, click Ok.
2. Click Report, and from the drop-down list, select Save As.
3. In the prompt that appears, provide a name and description for the custom report; for
example, Incident Crosstab - Custom.
4. Click Activate.
The newly created custom report is displayed.
5. Close the custom report.
6. From the top menu bar, go to Administration > Admin console.
7. From the Administration panel, click Export.
8. From the Item to Export drop-down list, select Report.
9. From the list of reports, select the custom report that you created earlier.
10. Click Add, and then click Next.
11. On the Dependencies screen, do not add any dependencies; simply click Export.
12. In the export completion message screen, click Ok, and save the smartreporting.xml file to
your local computer when prompted.
13. After the smartreporting.xml file is exported successfully, delete the custom report that you
created earlier.
14. Go to Administration > Admin console.
15. On the Administration panel, click Import.
16. On the Import File Selection screen, browse and select the smartreporting.xml file, and click
Next.
17. Specify the new dependencies. For Database View, select the custom view that you created
earlier.
18. Click Next.
19. On the Import Summary Screen, click Import.
The report is imported with a reference to the custom view.
Related topic
Updating BMC Remedy Smart Reporting data source

connection password
If the BMC Remedy AR System Administrator password is updated on the BMC Remedy Mid-Tier,
the BMC Remedy Smart Reporting Administrator must update the Data Source password to this
updated password.
To update the BMC Remedy Smart Reporting Data Source password:
1. Log in to the BMC Remedy Mid-Tier as the BMC Remedy Smart Reporting administrator.
2. Choose Applications > BMC Remedy Smart Reporting > BMC Smart Reporting console.
3.
3. On the BMC Remedy Smart Reporting console, go to Administration -> Admin console ->
Data sources.
4. Open the AR System Data source
5. Under the Connection section, click Change Password and enter the new password.
6. Click Test Connection.
Configuring BMC Remedy Smart Reporting log settings

Configure the BMC Remedy Smart Reporting log file settings to get optimum logs for better
troubleshooting. Optionally, you can configure the file to modify the duration of the log files, and
save memory.
To configure the BMC Remedy Smart Reporting log files:
1. Navigate to reportingInstallDir\SmartReporting\appserver\webapps\ROOT\WEB-INF\ folder.
You can modify the same settings for the Onboarding log settings. The onboarding
log file is located at:
reportingInstallDir\SmartReporting\appserver\webapps\onboarding\WEB-
INF\classes
2. Modify the appropriate properties in the log4j.properties file to change the log file settings.
a. To change the log level modify the log4j.rootCategory value. The log level can be set
using the following values:
ERROR — only logs error messages. This is the default value.
WARNING — only logs errors and warnings
INFO — information, warnings and errors
DEBUG — all usage information
b. To modify the size of the log file, modify the log4j.appender.sourcelog.MaxFileSize
value. By default, the value is set to 1 Mb / 1024 Kb. Increase of decrease the value
as required.
c. To define the number of log files to create, modify the log4j.appender.sourcelog.
MaxBackupIndex value. Increase or decrease the value as required. By default, BMC
Remedy Smart Reporting creates 9 log files before overwriting the existing log files
that were created. log file created. Once the maximum number of files is reached,
BMC Remedy Smart Reporting will overwrite the existing log files that were created.
3. Restart the Tomcat server.

Automatically synchronizing BMC Remedy AR System users

to BMC Remedy Smart Reporting
The BMC Remedy Smart Reporting Onboarding utility allows you to add BMC Remedy AR System
users to BMC Remedy Smart Reporting. The BMC Remedy Smart Reporting User Sync utility
maintains an automated synchronization between BMC Remedy AR System user data and BMC
Using the Pentaho framework, the user sync utility creates jobs to sync updates made the BMC
Remedy AR System user and People form. Whenever an add, modify, or operation is performed
on the BMC Remedy AR System User or People form, a corresponding job is signaled to be run at
a scheduled time, for a particular customer.
The job schedule is controlled by the RSR:UpdateCompletedStatus escalation that is run every
12 hours, and checks for any synchronization requests. You can change the job frequency by
changing the value of this escalation.
Note
For the BMC Remedy Smart Reporting user sync utility to work correctly make sure that:
The onborading process completed successfully

The email ID for each user is unique
The Reporting Server OrgName on the Report Server Details are the same as the
customer defined during the BMC Remedy Smart Reporting onboarding process.
Warning
When the Company of a user is modified in BMC Remedy ITSM, the user sync utility
does not update this information in the BMC Remedy Smart Reporting client organization
of the company.
You must log on to BMC Remedy Smart Reporting as a reporting super administrator,
usually siadmin, manually delete the user from the original company client organization,
and then manually add the user to the new company client organization.
Note: This issue was fixed in Service Pack 1 for version 9.0.00.
See the following video to manually run the user sync utility when required.

Changing the frequency of the user sync job
1. Log on to BMC Remedy Developer studio.

2. Select the workspace. When prompted, enter the BMC Remedy AR System server user
name and password.
3. From the File menu, choose Switch Mode, and then Base Development mode. Click OK on
both alerts displayed.
4. In the left pane, expand All Objects, and open Escalations.
5. Under Filtering Options, select Name from the first and Contains from the second drop down
list.
6. Type RSR in the text box and press Enter.
7. From the search results, open the RSR:UpdateCompletedStatus escalation.
8. Under Execution Options, select the Days, Hours, and Minutes as per your requirement.
Viewing the status of the user sycn job
1. Log on to BMC Remedy AR System Mid-Tier, and open the UDM:ExecutionStatus form.
2. Select Job from the Type list and click Search.
From the list of jobs displayed, select:
UserSyncUtil_Job, when Smart Reporting onboarding is used.
UserSyncUtil_MSP_Job, when ITSM multi-company Smart Reporting is used.
3. Click Refresh to view the updated status of the user sync job.
Related topic
Troubleshooting issues for BMC Remedy Smart Reporting user sync utility (see page 2006)
User synchronization configuration for BMC Remedy Smart Reporting

BMC Remedy Smart Reporting installation, installs the BMC Remedy Smart Reporting User Sync
utility that automatically synchronizes user information from BMC Remedy AR System to BMC
Remedy Smart Reporting. By default, the synchronization job is scheduled to run every 12 hours.
The following settings should be verified and updated, if required, to make sure that the BMC
Remedy Smart Reporting User Sync utility works as expected.
On the BMC Remedy AR UDM Import form search for the following files and make sure they
exist:
ReportServerDetail_Vars.ktr
UserSyncTrans.ktr
UserSyncJob.kjb
On the BMC Remedy AR UDM Execution form search for UserSyncInstance and verify that
an entry has been created for it.
On the BMC Remedy AR UDM Variable form search for the following values are correctly
populated:

BMC_AR_SERVER_HOST_NAME BMC Remedy AR Server host name
BMC_AR_PORT BMC Remedy AR Server host name
BMC_AR_USER BMC Remedy AR Server administrator name
BMC_AR_PASSWORD BMC Remedy AR Server password
On the SmartReportingServer_Info form ensure that the Report Server details were correctly
populated after successful onboarding.
On the BMC Remedy AR UDM Execution Status form search for UserSyncUtil_Job and
verify the execution status of the user sync job.
Changing the BMC Remedy Smart Reporting super admin

password
After installation, BMC Remedy Smart Reporting creates a super admin by default, named siadmin.
This user is a BMC Remedy Smart Reporting super user. This topic describes how you can change
the siadmin password.
To change the default password for this user:
1. Log on to the BMC Remedy Smart Reporting console as the siadmin user. Use the following
URL:
http://<SmartReportingWebServerName:portNumber>
2. Select the Default Client Organization, and click Login.
This option will be displayed if the siadmin user has access to multiple client organizations.
3. On the Timeline, choose Administration > Admin Console.
4. On the Administration console, expand the Users section.
5. Expand the System Administrator drop down, and click Edit.
6. In the Change Password section, enter the new password and click Update.
7. Then click Save.
8. Click Close on the top right corner of the page to end your session.
9. Log on to the BMC Remedy Smart Reporting console as siadmin, using the new password.
10. On the System Administrator page that is displayed, enter the new password in all three text
boxes.
11. Click Save Personal Settings to save the new password.
Note
You must also update the siadmin password in the BMC Remedy Mid-Tier configuration
(see page 1624).

Adding a new BMC Remedy Smart Reporting administrator

After installing BMC Remedy Smart Reporting you can add additional Smart Reporting
administrators as required.
To create a BMC Remedy Smart Reporting administrator:
1. Log on to the BMC Remedy Smart Reporting console as the siadmin user. Use the following
URL:
http://<SmartReportingWebServerName:portNumber>
2. Select the Default Client Organization, and click Login.
This option will be displayed if the siadmin user has access to multiple client organizations.
3. On the Timeline, choose Administration > Admin Console.
4. On the Administration console, expand the Users section and click Add.
5. In the User Details section, enter the necessary user information. The following fields are
mandatory:
a. First Name
b. Last Name
c. Email
d. Time Zone
6. From the User Role list, select Admin.
7. Click Save.
Out of the box audit dashboards and reports

BMC Remedy Smart Reporting provides multiple audit reports. These reports allow administrators
to review and monitor the overall health of the BMC Remedy Smart Reporting system. You can
access these reports by choosing the Browse option on the BMC Remedy Smart Reporting
console, and then selecting the Audit Reports content category on the screen displayed.
This section describes the out of the box dashboards and the reports available on them. The
following audit dashboards are available:
Admin Dashboard (see page 1821)

Content Dashboard (see page 1822)
User Dashboard (see page 1823)
Admin Dashboard
The Admin Dashboard contains general system and admin information reports, including
performance, sessions, data source, and view usage.
Data Source Usage Lists usage details of the data source.

System Startup Displays details about the last time the system startup.
Top N Longest Avg Report Rows Pie Chart about the average rows processed by the reports each time the user runs the
report.
View Usage Trend analysis about the Views based on its active reports and actual report hits.
Active sessions Details about the active sessions from the system.
Top N Slowest Avg Report Run Pie Chart about the slowest average report rows.
Time
Bottom N Users by Login Lists details about user logins in ascending order.
Group Population Lists details about the group population.
Logins by Groups Pie chart of user logins by group.
Logins by Role Pie chart of user logins by role.
Logins over Time Trend analysis between unique users and unique logins.
Role Population Lists details about the group population.
Storyboard Events Trend analysis for the events such as edit, run, and import that occur on Storyboards.
Storyboard Usage Data about Storyboard usage.
Top N Users by Login Data about user logins in descending order.
Top N Users by Report Views Details about the users usage of the reports in descending order along with Pie Chart.
User Creation and Deletion Over Trend analysis between Users Created and Users Deleted.
Time
User Dashboard
Content Dashboard
The content dashboard contains reports that cover different types of content, including, Reports,
Dashboards, and Storyboards.
Bottom N Users by Lists details about user usage of reports in ascending order, along with Pie charts.
Report Views
Bottom N Dashboards Lists details of the Dashboards used in ascending order which allows administrators to view the most
and least used Dashboards, with the least used dashboard listed at the top.
Bottom N Reports by Lists details of the Reports used in ascending order which allows administrators to view the most and
Views least used Reports.
Dashboard Events Trend analysis for the events such as edit, run, and import that occurred on the Dashboards.
Dashboard Use Displays a chart of the Favorites and Views dashboards.
Dashboard User List details about the users who use a dashboard. It list details for all available dashboards.
Details
Trend analysis between Reports Created and Reports Deleted.

Report Creation and

Deletion over Time
Storyboard Events Trend analysis for the events such as edit, run, and import that occur on Storyboards.
Storyboard Usage Data about Storyboard usage.
Theme Usage Data about Themes usage.
Top N Dashboards Details of the dashboards used in descending order, which allows administrators to view the most and
least used, with the most used dashboard listed at the top.
Top N Reports by Details of the reports used in descending order, which allows administrators to view the most and least
Views used, with the most used report listed at the top.
Top N Users by Details about the users usage of the reports in descending order along with Pie Chart.
Report Views
User Dashboard
The user dashboard contains reports covering login figures and general user-based information,
including role and group population.
User Creation and Deletion Over Time Trend analysis between Users Created and Users Deleted.
Top N Users by Login Data about user logins in descending order.
Group Population Lists details about the group population.
Logins by Groups Pie chart of user logins by group.
Logins by Role Pie chart of user logins by role.
Logins over Time Trend analysis between unique users and unique logins.
Role Population Lists details about the group population.
Bottom N Users by Login Lists details about user logins in ascending order.
Setting up audit reports in BMC Remedy Smart Reporting

Audit reports allow the BMC Remedy Smart Reporting administrators to monitor different types of
activities in the BMC Remedy Smart Reporting set up. The activities captured can be broadly
classified as:
Report type Description
Admin reports Reports about general system and administration information including performance, session, data source,
and view usage.
Content usage Reports about different types of contents, including reports, dashboards, and storyboards.
reports
Reports covering login figures and general user-based information including role and group population.

Report type Description
User access
reports
You must import the audit reports into the BMC Remedy Smart Reporting system to use them. For
a complete list of out of the box audit reports, see Out of the box audit dashboards and reports
(see page 1821).
To import the audit reports
1. Depending on the access requirements for the reports, access the BMC Remedy Smart
Reporting console as a:
Reporting super admin, usually siadmin — To provide access to administrators of all
companies
Reporting Admin of a company — Restrict access to administrators of that company
2. Go to Administration > Import.
3. On the import screen, click Browse and locate the Admin Report.xml file on your BMC
Remedy Smart Reporting system.
By default, this file is located in the installServer\installDirectory\BMC
Software\ARSystem\reporting directory.
4. Select the file, and then click Next.
5. From the Import Items list, select Smart Reporting Repository DB.
6. Update the connection details, enter the BMC remedy smart reporting repository database
password that you entered during installation, and test the connection
7. From the Import Items list, go to Summary and click Import.
The audit reports are imported to the BMC Remedy Smart Reporting system and can be
accessed by choosing the Browse option on the BMC Remedy Smart Reporting console,
and selecting the Audit Reports content category on the screen displayed.
Note
Audit reports read data from the reporting repository database. To be able to view the
audit reports correctly, perform the additional steps for viewing audit reports (see page
1824).
Additional steps for viewing audit reports
1. Access the BMC Remedy Smart Reporting url, and login as the BMC Remedy Smart
Reporting superadmin, usually siadmin.
2. On the BMC Smart Reporting Console, choose Administration Console > Roles.
3. Click on the role that you will update for Smart Reporting users, which need access to Audit
reports (e.g. Corporate Writer)
4. Look for Data sources and views section.
5.
5. Check the checkbox for permission SKIP SCHEMA CHECK

6. Save the changes
Registering and authenticating BMC Remedy

ITSM application
To integrate Microsoft Office 365 with BMC Remedy ITSM application, you must first register and
authenticate BMC Remedy ITSM with Microsoft Office 365. This is a one-time configuration to
ensure that both systems interact with each other.
After you integrate, you can subscribe to DLP events and manage data violations.
Access the DLP Configuration Wizard

Retrieve the authorization URL
Register and authenticate BMC Remedy ITSM application
Enable polling to receive DLP events
To register and authenticate BMC Remedy ITSM (see page 1825)

To edit registration and authentication information (see page 1827)
To register and authenticate BMC Remedy ITSM

1. Access the DLP Configuration Wizard.
a. Log on to BMC Remedy ITSM as an administrator.
b. Open the Application Administration Console.
c. Click Custom Configuration > Incident Management > Advanced Options > DLP
Application Configuration.
d.
d. Click New Request to open the DLP Configuration Wizard in new mode.
2. From the Company list, select the name of the company that you want to register.
3. Click Next.
4. Retrieve the Authorization URL. Perform the following steps:
a. Populate the Client ID, Client Key, and Reply URL fields from the Azure AD
application configuration.
See the related Microsoft documentation at: https://msdn.microsoft.com/EN-US/library
/office/dn707383.aspx.
b. Click Build Authorization URL. An authorization key is added to the Tenant Auth URL
field.
c. Copy the authorization key from the Tenant Auth URL field and paste it in a browser.
d. Login to Microsoft Office 365 as an administrator.
e. From the browser's URL box, copy the value of the code parameter and paste it in
the App Code field.

5. To register BMC Remedy ITSM, click Register Application.

6. In the confirmatory dialog box that appears, click OK.
7. To enable polling to receive DLP events, click Enable Polling.
Verify that the Yes option is selected, which indicates that your BMC Remedy ITSM
application is authenticated and is ready to receive DLP events.
8. Click Close.
To edit registration and authentication information

1. Open the DLP Configuration wizard in Search mode.
2. Select the company, click Search.
3. Click the Edit Registration/Authentication link.
4. To edit, click the Edit Configuration link.

5. In the confirmatory dialog box that appears, click Yes to continue.

6. Repeat steps 4 to 9 of the To register and authenticate BMC Remedy ITSM (see page 1825)
procedure.

Subscribe for DLP events
Subscribing to DLP Events

After your BMC Remedy ITSM application is successfully registered with Microsoft Office 365, you
can configure your ITSM application to subscribe to DLP events from Microsoft Office 365.
Subscribing ensures that the enriched DLP events are received by ITSM to further create DLP
Incidents and route them to the appropriate compliance group.
Assignment routing of the DLP events is critical to ensure data compliance.
Subscribe to DLP events (see page 1828)

Map operational categories (see page 1829)
Subscribe to DLP events

Subscribe to DLP events so that DLP incidents can be created in BMC Remedy ITSM. After you
register your BMC Remedy ITSM application with Microsoft Office 365, you can subscribe to either
Microsoft SharePoint or Microsoft Exchange events.
You can subscribe to the following events:

Microsoft SharePoint - To track document violations in SharePoint O365 that match one or
more DLP rule conditions.
Microsoft Exchange - To track email violations in Exchange O365 with content that matches
one or more DLP rule conditions.
Note
DLP.ALL - This subscription returns the sensitive data along with the DLP events. To
enable this, select Yes for the Include Sensitive Data for Active Subscriptions option and
click Apply. This will subscribe you to receive sensitive information if the application
created in Azure AD in Office 365 has the Read DLP policy events including detected
sensitive data permission.
To subscribe to DLP events
1. Open the DLP Configuration Wizard by clicking Custom Configuration > Incident
Management > Advanced Options > DLP Application Configuration.
2. Click New Search.
3. From the Company list, select the name of the company for which you have already
registered.
4. Click Search.
5. In the Manage subscriptions panel, from the Subscription Type list, select the required
content source.
6. Click Subscribe.
7. To view the list of active subscriptions, click Show Active Subscriptions. A list of active
subscriptions is displayed in a confirmatory dialog box.
8. To stop the subscription, click Unsubscribe.
9. To subscribe to sensitive data, perform the following:
a. Select Yes for the Include Sensitive Data for Active Subscriptions label.
b. Click Apply.
10. Map operational categories (see page 1829) to enable routing to the appropriate group.
Map operational categories

Map categorization and impact/urgency to incidents for subscriptions so that incident priority is
calculated and the incident is routed to the right support group.
To map operational categories
1. In the Incident values for Content Type subscription area, configure the incident mappings.
a. From the Operational Categorization lists, set values for Operational Categorization
Tier 1, Tier 2 and Tier 3.
b. From the Impact list, set the value for incident impact.
c.
1.
c. From the Urgency list, set the value for incident urgency.
Note
- The operational categories are used to route the incident to the assigned
support group. Ensure that the assignment configuration is already done for
the selected company.
- The Impact and Urgency values are used for calculating incident priority.
The following screenshot shows some example incident mappings:
2. Click Save Incident Mappings.

For the active subscriptions, the DLP events are routed to the specified groups using the
operational categories.
3. To verify the registration and assignment configuration, click the Create Sample DLP Event
link. A sample incident is created.
4. Click Close.
Developing
This section contains information for developers.

Customization designs (see page 1831)

Customizing BMC Service Management Process Model (see page 1864)
Customizing BMC Remedy OnDemand and BMC Remedy ITSM (see page 1881)
Extending the Overview console (see page 1906)
Customization designs
This section describes different design approaches that you can use to extend code in the on-
premise and BMC Remedy OnDemand environments.
Recommendation
Before you consider making customizations, ensure that you are making maximum use of
the configuration capabilities (see page 289) already provided by BMC Remedy ITSM
applications.
You should be familiar with the following information when you are designing customizations:
Extensibility (see page 1832)

Code reuse (see page 1833)
BMC Remedy AR System platform leverage (see page 1833)
Server and client performance (see page 1834)
Internationalization support (see page 1838)
Business logic objects (see page 1839)
User interface objects (see page 1849)
Message IDs (see page 1859)
Flashboards data (see page 1859)
Reports data (see page 1861)
Naming applications (see page 1862)
Workflow coding style (see page 1862)
Recommendation
When you name BMC Remedy ITSM objects, do not include spaces in the names.
Workflow object names that have spaces must be enclosed in double quotation marks if
used within an application command or process. To avoid potential problems, avoid using
spaces in names.

Avoiding latency issues by using service calls

When you are making customizations, ensure that your changes do not affect the overall response
time of clients that are interacting with the system. Any workflow on a client that gathers
information should pull that data from the server in the least number of calls possible. If your
workflow is designed to make multiple calls from the BMC Remedy Mid Tier to the BMC Remedy
AR System server, and back, response time issues might occur due to the latency.
To reduce the number of calls to the BMC Remedy AR System server, you can use BMC Remedy
AR System server service calls. In a service call, the active link workflow makes a single call to the
BMC Remedy AR System server. That single call causes a form to start a filter workflow that
gathers the necessary information and pulls it back to the client.
Extensibility
Applications should be designed so that they can be extended to include new functionality. Such a
design usually means implementing functionality on a modular level and with extension hooks. If
one module is enhanced, others can leverage the new extensions with minimal effort. Using
extension hooks enables you to add functionality without breaking the implementation.
You can define the areas where you will make most of your customizations. Create a filter guide, or
active link guide, where you can put your own customized workflow that automatically starts in the
context of a particular action. Doing so defines a known interface where you can make changes,
and provides an interface for adding new functionality in future releases. For more information
about guides, see Business logic objects (see page 1839).
You can also design applications so that they are more data driven. If there are areas where
changing data lets a function perform in multiple different ways, then the functionality should be
implemented that way. An example is auto-assignment. By entering in data, the auto-assignment
functionality can run using different load-balancing methods.
Extensibility assessment
When assessing extensibility, BMC suggests that you ask the following questions:
Will a function be extended to perform new tasks in future releases?

Can you configure this function to perform in multiple different ways with the data, rather
than having to change the workflow?
How many temporary (display-only) fields does this function require?
Is this functionality implemented the same way on the client and the server?

Code reuse
Using BMC Remedy AR System, you can build a set of workflow operations once and then reuse
the workflow across multiple forms. From an application standpoint, it is important that you build
your workflow so that it can be shared by multiple modules and applications. To accomplish this,
the workflow must use field IDs that are unique across all forms.
If the workflow can be called at different times, it should be encapsulated in a filter or active link
guide so that the base code can be shared and specific code can be used to call the workflow (this
makes the workflow more function-oriented). Building code in this manner makes the footprint of
the application smaller because a smaller number of active links and filters exist in the application.
Also, this approach makes the code easier to maintain because changes can be made in one
place rather than in multiple places. For more information about guides, see Business logic objects
(see page 1839).
Reuse assessment
When assessing your reuse, BMC suggests that you ask the following questions:
Can this function exist in other forms or other applications?

Are the fields used in this function unique across forms?
Are the fields registered?
Does the naming convention of the workflow indicate that it is shared (if it is a shared piece
of code)?
Is the workflow encapsulated in a guide so that it is easier to see the functionality grouping?
BMC Remedy AR System platform leverage

To reduce customization effort and increase value, your design should leverage the functionality
provided by the BMC Remedy AR System platform. Applications should be designed to work out of
the box, without customization, and with the following features:
Distributed Server Option (DSO) — Ensure that all form interdependencies are well
documented so that it is possible to construct DSO mapping files to support applications
distributed across servers. The design should support these files. Ensuring that Field 179 is
populated with a unique ID will assist in identifying similar records across multiple servers.
Row Level Access — Field 112 should be present on most application forms to plan for row-
level access support.
Public Access (Locked Submitter Mode) — The application design should plan for external-
facing applications that will have nonlicensed users accessing them. By ensuring that the
Submitter Mode field is set to Locked, the design should enable users to modify their own
requests even if they do not have a write license
Localization — Field 160 should be present on forms that store localized data. See the 118N
(see page 1838) section for details.

Email Engine — Use the BMC Remedy Email Engine for all inbound and outbound email
processing. This access and support should be designed into the application.
Reporting Interface — If possible, place reports in the BMC Remedy AR System report form
and interface.
Related topic
Reserved fields in access control
Server and client performance

The server performance information is this topic focuses on the following areas:
Indexes (see page 1834)

Queries (see page 1834)
Data storage (see page 1835)
For client performance recommendations, see Client performance (see page 1836). This topic also
includes General performance tips (see page 1837).
Indexes
Forms in the applications should be properly indexed. The fields that are queried the most should
be indexed. The number of indexes on a form, however, should be limited. For example, indexing
five or fewer fields is usually best, but indexing seven is acceptable. Also, fields that have many
modifications should not necessarily be indexed.
Index assessment
When you are assessing your indexes, BMC suggests that you ask the following questions:
Are the fields that are queried against most often indexed?
Are there too many indexes on a form?
Are the fields that are being indexed modified often?
How many API calls are generated when the function is used or called?
Queries
In a query, indexed fields should always be evaluated first evaluated, followed by any nonindexed
fields. Also, avoid LIKE qualifications that are formatted as %Field% because this forces a full table
scan. An exception is including such a qualification after an indexed search to reduce the result
set.
Know how many queries are being performed during any operation. The number of queries
performed during an operation multiples when load is put on the system, resulting in degraded
performance.

Client-side queries add a load to the application because they are performed over the network. If
you can consolidate these queries, or perform them on the server, you reduce the number of
queries and server calls.
Avoid setting the Query-by-Example (QBE) options on fields to Anywhere, which results in a full
table scan if those fields are the only ones being queried. The preferred QBE option on fields is
either Equal or Leading. Anywhere is used only for selective fields; for example, the Approvers field
(Field 13207) from BMC Remedy Approval Server. For more information, see the QBE Match field
property description in Field Properties.
As part of the development process, you run the BMC Remedy Developer Studio Analyzer to find
any obvious issues that need to be fixed. Run Analyzer during the entire development phase of the
project to ensure that issues are being resolved. Do not leave this task to the end of the
development phase. For more information, see Using Analyzer to find problems in your applications
.
Query assessment
When you are assessing your queries, BMC suggests that you ask the following questions:
Can the query be done in a filter (which executes on the BMC Remedy AR System server)
rather than the client?
Can multiple queries be consolidated into a single query?
Can the data be stored rather than queried for?
Has the BMC Remedy Developer Studio Analyzer been run and the flagged objects
reviewed?
Has the QBE option for character field been set to Equal or Leading?
Data storage
Consider whether data should be stored in a single form and or in separate forms. Data that is
clearly not part of a component should have its details stored in a separate form. For example, the
detailed information about a person should be stored in a separate person form. You can, however,
store specific data about that person in an application form. For example, to make queries and
permissions work, you should store the logon name of the person in a help desk ticket rather than
querying for it each time the ticket is displayed.
If the data is stored in separate forms, consider how the data should be referenced. If there is a
many-many type relationship between data, use an association type table. However if there is a 1-
1, 1-many, or many-1 relationship, store the link as a foreign key. There are exceptions to this rule
depending on the needs of the application.
To avoid an performance impact, keep character fields under 255 characters in length.
Data storage assessment

When you are assessing data storage, BMC suggests that you ask the following questions:

Where should data be stored and which component does it belong to?
How is the data referenced and should an association table or foreign key be used?
How many fields are over 255 characters and do they need to be?
Client performance
This section provides BMC recommendations to assist you in designing for client performance.
Efficient server access

Monitor the number of API calls made to perform the most common operations. If excessive calls
are made, performance for a single user might be fine, but multiple concurrent users could
overwhelm the server. Enable client-side API and active link logging, specifying both to the same
log file, capture the operation, and see how many API calls are being made. Verify if they are all
required or if some could be consolidated, thus reducing the API calls from the client to the server.
Optimized window open actions

Ensure that actions are performed only in the appropriate place when a new window is opened.
Look for actions that execute on both window open and load operations. Try to reduce the number
of window open and load operations because they appear to make the application slow. Changing
the characteristics of a field (for example, visible, hidden, enabled, disabled) is an expensive
operation in browsers. Design the application so that the initial state of the fields is the state that is
most common for the initial opening of the window, and use change field actions in active links only
when it is necessary. The preferred initial state of such fields is hidden, which allows the window to
load quicker. If workflow then makes the field visible, the visual affect to the end user is more
seamless.
Reduced the number of fields on forms

Large numbers of fields, and especially table fields, reduce the client's load time, especially on the
web.
Limit the number of table fields and manage new additional fields with careful consideration for
performance. Refresh table fields only when necessary. Refreshing a table field if a user is not
viewing it affects performance because it requires a query to the database and information flowing
back. Table fields should be refreshed only if the page holder they are on is set in focus.
Remove fields from the views wherever possible to reduce the web footprint. BMC Remedy Mid
Tier takes an optimum path for hidden fields that are not made visible; however, such fields are
kept to a minimum (for example, selection fields whose values must be extracted by arlabel).
Optimize temporary field usage

Reuse temporary fields. A large number of fields makes the view and JavaScript files larger, and
requires more time to open the form.

Global field ID usage

Be selective about global field ID usage and avoid global fields unless necessary. Data storage by
many global fields results in additional memory being used and results in slower workflow
processing.
General performance tips
Do not let the same workflow start on window open, window loaded, and set default events.
To avoid this, create a guide and check for the initialized values of some fields. For
example, suppose you have designed some workflow which starts on window open and
loaded, and performs a lookup in multiple back-end forms. If this workflow starts on both
events, the workflow does multiple lookups and half of the queries are repetitive and
useless.
Do not let several workflows that check the same qualification start on the same event. For
example, suppose 15 active links start on the Save button and check some common
condition to perform some validations. All 15 links have the same qualification on Run If, so
the server validates the qualification for all 15 links when the save event occurs. Checking
the same condition is redundant. To avoid this, create a guide and include all the related
workflow in that guide so that if the condition fails it does not check the other workflow.
Do not use change field actions on window open events to hide the fields in all the form
modes (new, search, and modify). This creates a performance problem on the web. For
example, suppose that a form has 100 fields and at least 50 fields are hidden when the form
is opened in new and search modes. If workflow exists to hide the fields in both new and
search modes, at least 50 change fields are needed. Instead of hiding through workflow,
you can initially hide the fields on the form and make them visible when necessary. The best
practice is to initially hide the fields on the form and make them visible when the context
changes.
Do not let change field actions start to show or hide the fields on the pages that are not
visible for window open events. For example, suppose that a form has multiple pages. On
window open events, only one page is displayed to the user. In this case, do not start the
workflow, which makes the fields show or hide on a non-displayed page. Move all the
related change fields so that these fields gain focus in that particular page. By doing this,
you take the workflow load off of window open event. For more information about the Gain
Focus workflow execution option, see Workflow execution options.
As part of periodic application cleanup, delete the unnecessary hidden optional fields on the
form. If you do not delete these fields, the table becomes very large. These fields might be
the result of legacy workflow and should now be replaced by display-only fields.
Do not create debug fields directly on the form. Display-only fields no longer need to be in
any view. If debug fields are placed directly on the form, there is not a simple mechanism to
hide or show them as necessary. Many applications have added a Debug Page Holder field
with the same field ID of 300037600 to all forms and placed fields on it that do not need to
be visible when interacting with the application but might be needed for debugging. If you
use the Debug Page Holder field, do not place it on any view that will be opened by a user

role; the extra fields on the view will reduce performance especially for those connecting
over a WAN. Some applications have a view called Default Administrator View (or
Administrator) where all fields including the Debug Page Holder field are placed. There is a
development maintenance cost associated with such a view, however, and this extra view
adds extra load to the client so you should eliminate it from the final version of the
application. You may choose to keep this view during the development process. Fields that
do not need to be visible but yet are required on views (for example, some table and
selection fields) should be placed below the visible fields in a position less than the visible
field width. Such hidden fields require field help text and a grouping mechanism may be put
in place.
To initialize fields, use minimum active links with minimum actions to set the default values
instead of using different active links to set the default values for each field. If the number of
active links increases on the form, the performance on the web decreases.
Ensure that all GUID fields have the QBE option set to Equal. BMC recommends that you
use the Equal QBE option instead of Anywhere. Anywhere causes a full table scan to
search for the content in the database table.
Do not keep menus attached to hidden fields. The opening of forms is impacted if these
menus are on the On Connect event. When you copy fields from another form and keep
those fields in other forms as hidden debug fields, remove attached menus that are not
needed.
In a push fields action, do not put the false condition to create entries. This leads the
database table through a full table scan. Instead of providing a false condition like 1=2,
leave the qualification blank, and for the If Any Requests Match option, select Take No
Action.
Internationalization support
When designing for internalization (I18N) support, be aware of the following issues:
Avoid hard coding strings within a workflow that need to be translated. This includes
qualifications, and passing data via open window calls.
All message IDs must be unique and should be stored in the message catalog forms.
Any forms that are being queried from menus or using active links with the fallback locale
mechanism must have the special Locale field (Field 160) on the forms. This will enable the
system to perform the appropriate locale lookup.
Design installations with I18N in mind. You should be able to choose which languages you
want to install.
Sample data must be localizable.
An application should have only one code line. A different set of code should never be
required for a specific language.
If messages will be exposed to end users, any executables that are included with the
application must include a message catalog.
Do not construct sentences or concatenate strings together to relay information. Different
languages require different orderings for the words.

Leave extra space in your user interface to accommodate longer label names when
translated.
Business logic objects

This section provides guidelines for designing the following business logic objects:
Active links
This section provides guidelines for designing active links. For information about the purpose of
active links, see Active links.
Active link naming

This section provides the naming convention for active links. The standard format for the name of
an active link is as follows:
System Code:[Form Code]:[Field/Button/Guide

Name]Description[###]_[Operational Description]
Note
Square brackets denote optional parts of the name. See the following table for definitions
of the parameters in the name.
Active link name format
Parameter Definition
System System code that uses two to six uppercase letters

Code
Form Code Actual form code. If the active link is shared, use SHR. The form code is optional but it must be consistently used
within systems and application suites.
Field/Button Associated field name, button name, or guide name, if applicable. This value is optional.
/Guide
Name
Description Functional description of the workflow performed. The description should be brief but informative (approximately 15
– 40 characters). Use CamelCase notation, which is a mixture of uppercase and lowercase letters with each
distinct word beginning with an uppercase letter followed by lowercase letters and no space between words.
### Optional sequence order if an active link is part of a series. Use three digits. Allow some gaps in the sequence
order for expansion (for example, 010, 020, 030). The sequence order is not the same as the execution order
number, which should not be included in the name.
Operational This parameter is optional and free-form. Establish standards within applications and across suites. Some common
Description operations are Initialize, Validate, Message, Process, Get, Set, Modify, Delete, Submit, and CallGuide. Examples
are ValidateRequestID and CheckDuplicate.

Example
CHG:TSK:DeleteAssociation_NoSelection_100_Message
Integration-specific active link naming

Integration active links exist between two systems, one of which is not part of the Foundation
module. These active links are not required in either of the two stand-alone systems.
These active links are named to belong in an integration system identified by the INT integration
system code and the system link code which consists of combining in alphabetical order both
systems codes for the integration.
Example
Active links belonging to the integration between the BMC Asset Management and BMC
Change Management applications start with the INT system code followed by a colon and the
ASTCHG system link code for these two applications. The result is INT:ASTCHG:. Workflow
that matches this prefix is installed if BMC Change Management is detected when BMC Asset
Management is installed and if BMC Asset Management is detected when BMC Change
Management is installed, and is independent of the installation order.
Naming convention for integration-specific active links

The standard format for the name of an integration-specific active link is as follows:
INT:System Link Code:[Form Code]:[Field/Button/Guide

Example
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIAssoc_240_ModifyforDeletionSetChgID
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIAssoc_250_CheckCIAssocGet
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIAssoc_260_ModifyforDeletion
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIUAAssoc_270_ModifyForDeletion
INT:CHGSRM:TSK:DeleteAssociation_DeleteProcurementAssoc_280_ModifyForDeletion
Active links that perform preparation workflow for the integration and are not required in the stand-
alone applications are also part of the INT system and use the system code of the system in which
they were created. These active links might be used in several integrations and will be loaded for
all integrations that contain a matching system in the system link code.

Example
Continuing from the preceding example, the BMC Asset Management application names
integration preparation active links starting with INT:AST:, and all workflow matching this
prefix are installed when INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation active links

The standard format for the name of an integration-preparation active link is as follows:
INT:System Code:[Form Code]:[Field/Button/Guide

Example
INT:CHG:TSK:DeleteAssociation_DeleteCIAssoc_220_MsgBoxConfirm
INT:CHG:TSK:DeleteAssociation_DeleteCIAssoc_230_GetAssocType
Shared active link naming

Active links shared within and across the Foundation module and applications have a SHR: system
code and a SHR: form code.
Example
The name of an active link that is shared by BMC Asset Management and BMC Change
Management starts with SHR:SHR:.
Naming convention for shared active links

The standard format for the name of a shared active link is as follows:
SHR:SHR:[Field/Button/Guide Name]Description[###]_[Operational Description]
Filters
This section provides guidelines for designing filters. For information about the purpose of filters,
see Filters.
Filter naming
This section provides the naming convention for filter names. The standard format for the name of
a filter is as follows:
System Code:[Form Code]:[Guide Name]Description[###]_[Operational Description]

Note
Filter name format

Code
Form Code Actual form code. If the filter is shared, use SHR. The form code is optional but must be consistently used within
applications and suites of applications.
Guide Associated guide name, if applicable. This value is optional.

Name
– 40 characters). Use CamelCase notation, which is a mixture of uppercase and lowercase letters with each
### Optional sequence order if the filter is part of a series. Use three digits. Allow some gaps in the sequence order for
expansion (for example, 010, 020, 030). The sequence order is not the same as the execution order number,
which should not be included in the name.
Operational This parameter is optional and free-form. Establish standards within applications and across suites. Some common
Description operations are Initialize, Validate, Message, Process, Get, Set, Modify, Delete, Submit, and CallGuide. Examples
are ValidateRequestID and CheckDuplicate.
Example
SPRT:AdvisoryBuilder:ProcessTable01_CheckRequestID
SPRT:AdvisoryBuilder:ProcessTable02_CheckDuplicate
SPRT:AdvisoryBuilder:ProcessTable03_ReadTableValues
Integration-specific filter naming

Integration filters are those which exist between two systems one of which is not part of the
Foundation module. These filters are not required in either of the two stand-alone systems. These
filters are named to belong in an integration system identified by the INT integration system code
and the system link code, which consists of combining (in alphabetical order) both system codes
for the integration.
Example

Filters belonging to the integration between the BMC Asset Management and BMC Change
Management applications start with the INT system code followed by a colon and the
Naming convention for integration-specific filters

The standard format for the name of an integration-specific filter is as follows:
INT:System Link Code:[Form Code]:[Guide Name]Description[###]_[Operational

Description]
Example
INT:ASTCHG:TSK:DelCIOutage_100_ModifyForDeletion
INT:ASTCHG:TSK:DelCMDBAssoc_100_ModifyForDeletion
Filters that perform preparation workflow for the integration and are not required in the stand-alone
applications are also part of the INT system and use the system code of the system in which they
were created. Such filters might be used in several integrations and are loaded for all integrations
that contain a matching system in the system link code.
Example
Continuing from the preceding example, the BMC Asset Management system names
integration preparation filters starting with INT:AST:, and all workflow matching this prefix are
installed when the INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation filters

The standard format for the name of an integration-preparation filter is as follows:
INT:System Code:[Form Code]:[Guide Name]Description[###]_[Operational Description]
Example
INT:CHG:TSK:UpdateCost_100_Modify

Shared filter naming

Filters shared within and across the Foundation module and other applications have a SHR:
system code and a SHR: form code.
Example
The name of a filter that is shared by BMC Asset Management and BMC Change
Naming convention for shared filters

The standard format for the name of a shared filter is as follows:
SHR:SHR:[Guide Name]Description[###]_[Operational Description]
Execution order
The following table specifies reserved filter execution orders:
Filter execution order ranges
Execution order range Filter function or action
000 – 025 Reserved for Goto filters
800 – 899 Reserved for Notification filters
900 – 990 Reserved for Audit filters
990 – 999 Reserved for Goto filters
You should stagger execution orders between the range of 026 – 799, allowing some gaps within
blocks of code so that it is possible to add new workflow if needed.
Filter Help text

Help text is a requirement. Always complete the Help text field found in the Help text tab of the
filter. Ensure that the Help text is informative for other developers as well as the administrator, and
include details if it is part of a workflow sequence.
Guides
This section provides guidelines for designing guides. For more information about the purpose of
guides, see Creating guides.
Guide naming
This section provides the naming conventions for guides for both active links and filters. The
standard format for the name of a guide is as follows:
System Code:[Form Code]:Description

Note
Guide name format
System System code that contains two to six uppercase letters

Code
Form Code Actual form code. If the guide is shared, use SHR. The form code is optional but it must be consistent within
applications and suites of applications.
– 40 characters). Use CamelCase notation, which is a mixture of uppercase and lowercase letters with each distinct
word beginning with an uppercase letter followed by lowercase letters and no space between words.
Example
CHG:CRQ:RetrieveContactInfo
Integration-specific guide naming

Integration guides are those which exist between two systems one of which is not part of the
Foundation module. Such guides are not required in either of the two stand-alone systems. These
guides are named to belong in an integration system identified by the INT integration system code
and the system link code, which consists of combining in alphabetical order both systems codes for
the integration.
Example
Guides belonging to the integration between the BMC Asset Management and BMC Change
Management applications start with the INT system code followed by a colon and the
Naming convention for integration-specific guides

The standard format for the name of an integration-specific guide is as follows:

INT:System Link Code:[Form Code]:Description
Guides that contain preparation workflow for the integration and are not required in the stand-alone
application are also part of the INT system and use the system code of the system in which they
were created. Such guides might be used in several integrations and are loaded for all integrations
that contain a matching system in the system link code.
Example
integration preparation guides starting with INT:AST:, and all workflow matching this prefix are
installed when INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation guides

The standard format for the name of an integration-preparation guide is as follows:
INT:System Code:[Form Code]:Description
Shared guide naming

Guides shared within and across the Foundation module and other applications have a SHR:
Example
The name of a guide that is shared by BMC Asset Management and BMC Change
Naming convention for shared guides

The standard format for the name of a shared guide is as follows:
SHR:SHR:Description
Escalations
This section provides guidelines for designing escalations. For information about the purpose of
escalations, see Escalations.
Escalation naming
This section provides the naming conventions for escalations. The standard format for the name of
an escalation is as follows:
System Code:[Form Code]:Description

Note
Escalation name format

Code
Form Code Actual form code. If the escalation is shared, use SHR. The form code is optional but it must be consistently used
within applications and suites of applications.
– 40 characters). Use CamelCase notation, which is a mixture of uppercase and lowercase letters with each distinct
word beginning with an uppercase letter followed by lowercase letters and no space between words.
Example
AST:CFG:SetActiveConfiguration
Note
An escalation starts on all records that match the qualification criteria assigned to it. If an
escalation is meant to start only once at the specified interval or time, ensure that no
more than one record matches the qualification criteria.
Integration-specific escalation naming

Integration escalations are those which exist between two systems, one of which is not part of the
Foundation module. These escalations are not required in either of the two stand-alone systems.
These escalations are named to belong in an integration system identified by the INT integration
system code and the system link code, which consists of combining in alphabetical order both
systems codes for the integration.
Example

Escalations belonging to the integration between the BMC Asset Management and BMC
Change Management applications start with the INT system code followed by a colon and the
Naming convention for integration-specific escalations

The standard format for the name of an integration-specific escalation is as follows:
INT:System Link Code:[Form Code]:Description
Escalations that perform preparation workflow for the integration and are not required in the stand-
alone applications are also part of the INT system and use the system code of the system in which
they were created. These escalations might be used in several integrations and are loaded for all
integrations that contain a matching system in the system link code.
Example
integration preparation escalations starting with INT:AST:, and all workflow matching this
prefix are installed when the INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation escalations

The standard format for the name of an integration-preparation escalation is as follows:
INT:System Code:[Form Code]:Description
Shared escalation naming

Escalations shared within and across the Foundation module and applications have a SHR:
Example
The name of an escalation that is shared by BMC Asset Management and BMC Change
Naming convention for shared escalations

The standard format for the name of a shared escalation is as follows:
SHR:SHR:Description

For information about defining service actions for active links, filters, and escalations, see Service
action.
User interface objects

This topic provides guidelines for designing the following user interface objects:
Forms
This section provides guidelines for designing forms.
Form names
This section provides the naming convention followed for form names.
When extending BMC Remedy ITSM applications, use the standards provided here to define a
system code and form code that is unique. This helps to distinguish which code is standard out-of-
the-box workflow and which is specific to you. Also, in a multitenant environment, this can help
distinguish code that belongs to particular tenants.
Form name format

The standard format for a form name is as follows:
System Code:Form Name Description
Use the following information to generate form names for all types of form usages (for example,
regular, join, dialog, console):
System Code — Forms within a system are prefixed with an uppercase letter code. This
prefix is used to distinguish the system's forms and must contain uppercase letters.
Always use a colon to separate the prefix code from the remainder of the form name. For
example, AST: is used to represent the BMC Asset Management application, and CHG: is
used to represent the BMC Change Management application.
Form Name Description — The remainder of the form name should be an informative text
string that reflects the purpose of the form. This string should use CamelCase notation,
which is a mixture of uppercase and lowercase letters with each distinct word beginning with
an uppercase letter followed by lowercase characters and no spaces between words. The
first part of the name can be used to group forms to define a subsystem or component.
Example form names
Form name Form type
AST:AssetCost Regular
AST:Application Join
AST:ApplicationService Join
AST:ManageInventory Display-Only

Form name Form type
TCO:Configuration Regular
SHARE:Application_Properties Regular
In this descriptive part of the name, do not include words that describe the form's
intent, such as join or dialog.
Form web alias — The web alias is based on the form name and follows CamelCase
notation. Characters such as a colon and spaces are not permitted.
Example form web aliases
Form name Form web alias
AST:AssetCost ASTAssetCost
AST:Application ASTApplication
Form code — Every form in an application should have an associated form code. This form
code is composed of three uppercase letters. The form code is used in the creation of active
link, filter, escalation, guide, and menu names.
Example form codes
Example form name Form code
CHG: Infrastructure Change CRQ
CFG:MenuItems MNI
Note
All form names must be unique.
Join forms
For more information about the purpose of join forms, see Join forms.
For join forms, use the same label, database name, and field IDs as the fields on the parent forms
of the join, unless there is a reason not to do so. For example, if the same field ID from the primary
and secondary forms is being included in the join form, the field from the secondary form should be
assigned a new field ID. The form code prefix followed by an underscore is added to the database
field name. Conforming to this convention allows for easy duplication of code from parent forms
and facilitates the administration and maintenance of these forms.
Join form fields
Form name Type Database field name Field ID
CTM:Site Company Association Primary Site ID 1000000074
CTM:Site Alias LookUp Secondary Site ID 1000000074

Form name Type Database field name Field ID
CTM:Site Alias Company LookUp Join Site ID (from Primary form) 1000000074
CTM:Site Alias Company LookUp Join STL_Site ID (from Secondary form) New field ID generated
Use reference images on BMC Remedy ITSM forms to avoid embedding images
The Image Objects server object type is available with BMC Remedy Developer Studio, and it
provides the following functionality:
More efficient handling of images in applications

Store images only once in the BMC Remedy AR System server database
Reference images by name instead of embedding the binary image contents in display
properties and display instances of views and fields, which results in a smaller server cache
memory footprint
When you attach images to the forms and to the objects in the form, attach them to a reference
image and not an embedded image.
To use reference images
1. Have the image on your system.

2. Create a new image object in BMC Remedy AR System by using BMC Remedy Developer
Studio.
3. Provide a description for the image object.
4. Save the image object with a name.
5. Add the image to an object.
For example, to add an image to a button, go to the properties of the button and select
image. You are prompted to select the image. By default, the image type is set as Image
Reference, which is the correct setting.
6. Click Select and select images and set them from the image objects list.
Fields
This section provides guidelines for designing fields.
Choose field names that are informative and reflect the purpose of the field. A form with fields that
are organized and well-named is easier for administrators to maintain and end users to follow.
General database field names

For all general database fields, create names that are distinct and informative. Use CamelCase
notation for the names, which is a mixture of uppercase and lowercase letters with each distinct
word beginning with an uppercase letter followed by lowercase letters and no space between
words. When possible, make database field names the same as label names, but without spaces.
Do not use special characters in database field names.
Use database field names that can help indicate that they are extension attributes.

Example
LastName, CompanyName
Labels
A label is the name associated with a field that the end user sees when navigating through forms.
If a field has any functionality associated with it, place a plus sign at the end of the label. For
example, a user presses Return in a given field and other fields on the form become autopopulated
with information. A plus sign at the end of the label reminds the user that hidden functionality exists
for certain fields. Do not include spaces at the end of a label.
If a field is required, place an asterisk sign at the end of the label.
Example
Last Name, Company Name
Note
Be consistent when creating names.
Label guidelines
Appearance of Example Meaning

label
Bold label with Company* The field is required to submit and update the form.
an asterisk (*)
Any label, bold Support The field has functionality associated with it. For example, if the user presses Return in this field, a
or not bold, Group+ search dialog box or a search based on the value typed into the field could be displayed. If the
with a plus Company label has both an asterisk and a plus sign, BMC uses the following order: label name followed by
sign (+) *+ *+.
Label not bold Middle The field is optional.

Name
Italicized label Entry ID The field is a system field generated by BMC Remedy AR System. These fields are usually read-
Create only and are automatically populated by the system.
Date

Display-only and global fields

Display-only fields are non-database fields. Begin these fields with z1D, followed by an underscore,
either the field name or function for a specific field or field type, and a two-digit number for generic
field usage. This convention groups all hidden display-only (or temporary) fields together for
manageability and to facilitate field lookups.
Begin global fields with z1G, followed by an underscore and the field name or function.
z1G_Global_SandBoxEnabled is an example of a global field and it is used to determine if the
Sandbox data set is enabled in the Asset Inventory component. This is a global setting that can be
referenced in workflow by looking at the data stored in this field.
Example
z1D_Action01, z1D_Integer01, z1D_Integer02
Display-only field name guidelines
A display-only (specific use) field is a temporary field that is created to store the data for one
specific variable. For example, if you need to store the Customer Login ID for future reference in
workflow, you could create a temporary field called z1D_Customer_CorporateID.
A display-only (general use) field is a temporary field that is created to store data for a defined
workflow set. Display-only (general use) fields can be overwritten by other workflow sets, which
means that you should not store data in this field if you need to reference it for future workflow
needs. These fields are typically named in a generic fashion. An example of a display-only (general
use) field is z1D_Char01, which is a temporary field used to store character data that will be
referenced in workflow for a defined workflow set.
Field type Field name prefix (database and label are the same) Examples
Display-only (specific use) z1D_fieldName/function z1D_Customer_CorporateID
Display-only (general use) z1D_Char# z1D_Char01, z1D_Char02

# is replaced by a two-digit number z1D_Integer#
z1D_Real#
z1D_Decimal#
z1D_TableChar#
z1D_TableInt#
z1D_External#
z1D_View#
z1D_Date#
z1D_DateTime#
z1D_Currency#
z1D_Time#
Global z1G_fieldName/function z1G_Global_SandBoxEnabled

Fields on display-only forms and attachment pools are considered non-database fields and should
be prefixed with z1D. However, if a display-only form such as a console or search dialog box
contains general database fields, use the field ID, database name, and label already registered —
for example, the Company Name field.
Placeholder fields
Placeholder fields include page holders, page fields, table fields, and attachment fields. Begin the
database name of these fields with a lowercase z2, followed by the type of placeholder field being
created, an underscore, and then the placeholder field name in CamelCase notation. The first part
of the name can be used to group forms to define a subsystem or component. If there is a label, it
has no prefix, and fieldName should have spaces if it is visible.
Placeholder field names
Field type Database field name prefix Label name
Page Holder field z2PH_fieldName fieldName
Page field z2PF_fieldName fieldName
Table (Holder) field z2TH_fieldName Leave blank
Table (Column) field z2TF_fieldName Label name of field
Attachment field z2AF_fieldName fieldName
Attachment pool z2AP_fieldName Leave blank
Flashboard field z2FB_fieldName Leave blank
Application list z2AL_fieldName fieldName
Control fields
Control fields include buttons and navigation fields. Begin buttons with a lowercase z3, followed by
the type of control field being created, an underscore character, and then the control field name in
CamelCase notation. The label has no prefix, and fieldName should have spaces.
Navigation fields (vertical navigation bar and horizontal navigation bar) begin with z2N, followed by
the type of navigation field being created, an underscore character, and then the control field name
in CamelCase notation. The label has no prefix, and fieldname should have spaces.
Control field names
Button field z3Btn_fieldName fieldName
Navigation field z2NF_fieldName fieldName
Navigation menu z2NM_fieldName fieldName
Navigation menu item z2NI_fieldName fieldName

Example
Database name z3Btn_CustomerInformation with a button label of Customer Information
Trim fields
For information about the purpose of trim fields, see Trim fields.
Trim fields include text, lines, and boxes. Begin these fields with a lowercase z5, followed by the
type of trim field being created, an underscore character, and then the trim field name in
CamelCase notation. Where applicable, the label has no prefix, and the field name should have
spaces and a & symbol before the hot key accelerator or separator symbols. This naming
convention groups all trim-only fields together for manageability and to facilitate field lookups.
Trim field names
Text field z5Text_fieldName Not applicable
Line field z5Line_fieldName Not applicable
Box field z5Box_fieldName Not applicable
Menu item (Toolbar) z5Menu_fieldName fieldName and & for a hot key
Menu separator z5Separator_fieldName Separator symbols
Example
z5Text_Header, z5Text_ChangeRequester, z5Box_Details
Note
Text fields are primarily used out of the different trim fields listed in the preceding table.
Some consoles contain a box field around the navigation area and above tables.
Field help text

Help text is a requirement for all fields but especially for those that have a special meaning or use.
These fields are often not visible but they are used in workflow. Always complete the Help text field
in the Help text tab of these individual field properties. Make the Help text informative, and include
details on any specific functionality associated with the field. Also, note any escalations that might
be triggered on the given field.

Field identification numbers

Field identification numbers (field IDs) should be numbered within the designated range for
manageability and maintainability. If a field is in multiple forms, it must use the same ID, database
name, and label in all locations. This consistency makes it easier to maintain and enhance
applications.
Any field IDs that you add should not be within the BMC reserved field ranges. For more
information, see Reserved fields.
Menus
This section provides guidelines for designing menus.
Menu names
This section details the naming conventions for menus.
The following different types of menus are available for use:
Character
File
Search
SQL
Data Dictionary
Query, SQL, and data dictionary menus

Query, SQL, and data dictionary menus are named according to the data they retrieve. Use the
example provided in the following section as a reference when creating these menu names.
Query, SQL, and data dictionary menu naming convention

The standard format for a query, SQL, and data dictionary menu is as follows: System Code:Form
Code:Description
Query, SQL, and data dictionary menu name format

Code
Form Code Actual form code of the form from which the data is being retrieved. If a form code cannot be supplied (for example,
a data dictionary menu that is using a field), use DD0 (zero) for the code. The form code is optional but must be
consistent within applications and application suites.
Description Describes the type of lookup performed by the menu. Use CamelCase notation, which is a mixture of uppercase
and lowercase letters with each distinct word beginning with an uppercase letter followed by lowercase characters
and no spaces between words.

Example
CHG:CTK:ChgTaskLookup
Character and file menus

Character and file menus are named according to the type of data that they contain. Use the
example provided in the following section as a reference when creating these menu names.
Character and file menu naming convention

The standard format for a character or file menu is as follows: System Code:Form Code:Description
Character and file menu name format
System System code that uses two to six uppercase letters. If a menu is used by several systems, use SHR.
Code
Form Code Form code of the form where the menu is to be used. If it is used by more than one form, use SHR. The form code
is optional, but it must be consistent within applications and application suites.
Description Describes the type of information contained in the menu. Use CamelCase notation.
Example
CHG:CAT:Category
Note
If a character or file menu is used by several systems, use the SHR:SHR: prefix for the
system and form code. In such cases, the form code is not optional.
Additional considerations
Choose the type of menu and refresh options that you implement carefully, with the following
considerations:
If possible, do not create SQL menus. Although SQL menus retrieve information more
quickly than search menus, they are not as portable between databases and as easy to
maintain.
Minimize or eliminate the use of character and file menus. Every time a character menu is
updated, the client cache refreshes the next time any user of the system loads a form that
uses the updated menu. If the character menu is large, this could cause a performance
impact.

Use the $MENU$ pattern matching function of BMC Remedy AR System only with character
menus. Using this function with search menus can cause inconsistent behavior.
Views
This section provides guidelines for designing views.
Views across all forms must have consistent names, labels, web aliases, and view ID values.
View user interface (VUI) IDs must have a range specified per view locale. The default locale is en-
US, and this is left blank in all default views.
Example of view attributes
VUI ID Name Label Locale Web alias
10003000 Administrator Administrator Blank for default Administrator
300907300 Management Management Blank for default Management
399990900 Administrator_fr Administrator fr Administratorfr
399990903 Management_fr Management fr Managementfr
399991900 Administrator_de Administrator de Administratorde
399991903 Management_de Management de Managementde
View aliases and labels

A view alias is the name that is seen by the end users for forms that are directly exposed, like
consoles. Aliases can be assigned to each view. Assign alias values that are, where possible,
similar to the form name following the system code. For example, if a console has a form name of
AST:AssetManager, the various alias values for singular, plural, short singular, and short plural
would be Asset Manager. If a form has multiple views, assign appropriate alias names that reflect
the form name, if possible.
View labels can be assigned to each view for the new and search entry points, and are required
only on forms that have entry points enabled. If such labels are assigned values and the entry
points are enabled, the label content is shown in preference to the form name.
Example of view aliases and labels
Form name Type View name View aliases View labels
AST:AssetManager Console Management Asset Manager Asset Manager
CHG:ChangeManagementConsole Console Console Default User View Change Management Change Management
Console Console

Message IDs
The error, note, and warning message numbers (IDs) used in the message action for active links
and filters must be unique. This requirement helps with debugging. For internationalization (I18N)
support, enter messages into the AR System Message Catalog form so that they can be translated
to different languages. The message ID is one of the keys used to look up the appropriate
message for a language. These values should not conflict with other applications, so these values
should be registered. For more information, see Localizing message components of a form view.
Many applications maintain their own Application Message Catalog form with records that have
message strings that are mostly shown on dialog boxes (display-only forms) in the form of
questions to end users. The message ID records should be associated with a Used By value of
String Catalog.
Flashboards data
A flashboard is a real-time visual monitoring tool that shows you the state of your service
operations, warns you about potential problems, and collects and shows trend data. Flashboards
graphically display associated data source variables. Flashboards may be altered by active links.
Flashboard naming (see page 1859)

Flashboard variables (see page 1860)
Flashboard data sources (see page 1861)
Flashboard alarms (see page 1861)
Flashboard naming
This section provides the naming convention for flashboards. The standard format for the name of
a flashboard is as follows:
System Code:Description_Flashboard Type
Flashboard types
Flashboard type Description
L Line graph
B Bar chart
S Stacked bar
P Pie chart
A Area
K Stacked area
M Meter

Flashboard type Description
T Text
Example of a flashboard name
CHG:RiskLevelByPriority_L
| | |__Type of flashboard
| |__Description of flashboard
|__System code
Flashboard variables
A flashboard variable is associated with one form and its name must be unique. The standard
format for the name of a flashboard variable is as follows:
System Code:Form Code:Description_Operation Code[_Data Collection Interval]
The following example shows a flashboard variable that runs against the CHG:Infrastructure
Change form (from the BMC Change Management application) and reads the Risk Level field for a
count and a data collection interval that is on and collecting every hour.
CHG:CRQ:RiskLevel_C1_H
| | | | |__Data collection interval (if data collection is On)
| | | |__Operation code + Data Collection Off/On (0/1)
| | |__Description of variable
| |__Form code
|__System code
Flashboard operation code
Operation code Description
C Count
S Sum
V Average
M Minimum
X Maximum
Flashboard data collection intervals
Data collection intervals Description
Y Yearly
M Monthly
W Weekly

Data collection intervals Description
D Daily
H Hourly
U By the minute
Flashboard data sources

Data source variables are used to group flashboard variables. Data sources appear as the legend
name of a flashboard. The legend name cannot be set by an active link. The data source name
should be user friendly and informative.
The following shows the standard format for data source names:
Description
|__Name seen by end user in flashboard legend
Flashboard alarms
You can associate a flashboard alarm with a system. The standard format for the name of a
flashboard alarm is as follows:
System Code:Description
The following shows an example:
CHG:NotifyOwner
| |
| |__Description
|__System Code
Reports data
You can create reports for BMC Remedy ITSM applications based on BMC Remedy AR System
and SAP Crystal Reports. For both report types, and whether an .arr or .rpt extension report is
created, a data record for each report is loaded into the BMC Remedy AR System Report form.
Report form data

The following fields are used to define data for reports:
Report field definitions
Report Provide a meaningful name for the report. This name is visible to end users.
Name

Report Type Indicate whether the report is a BMC Remedy AR System report or a Crystal Reports report.
Form Name Enter the form name.
Report Set Copy the form name here (it can be used for grouping reports).
Name
Server Thsi field is autopopulated on import, so you do not export this field in the .arx file.
Status Set to Active.
Short Enter the report name here or provide more detail.

Description
Assignee Select the groups that are permitted to use this report.
Groups
Locale For the default US English reports, leave this field blank. Otherwise, set the locale as appropriate to the language
in the report file.
Base Enter a qualification if required for the report.

Qualification
Date Range Enter the field ID.

Field ID
Date Range By default this field is set to No. Set it to Yes if a Date Range Field ID exists.
Report
Report Attach the report file (.arr for a BMC Remedy AR System report or .rpt for a Crystal Reports report).
Definition The standard report naming format is SystemCode_ReportName.arr (or .rpt).
File For the report name, use CamelCase notation, which is a mixture of uppercase and lowercase letters with each
Related topics
Reporting on BMC Remedy AR System data
Integrating Crystal Reports with BMC Remedy AR System
Naming applications
BMC Remedy AR System applications follow a naming standard similar to form names. The
standard naming format for a BMC Remedy AR System application is System Code:Application
Name Description.
Workflow coding style

In BMC Remedy AR System, workflow refers to operations carried out by active links, filters, and
escalations. Workflow can be triggered by user actions (such as submitting a form or clicking a
button), by other workflow, and by time. Workflow acts on the data stored in forms to automate
business processes.
This topic provides recommendations concerning workflow coding style.
Guides (see page 1863)

Unqualified searches (see page 1863)

DSO aware workflow (see page 1863)
Guides
Use guides to group and reuse workflow as functions. The BMC Remedy AR System is flexible in
its support for guides, which can lead to poor coding styles. For example, it is possible to define a
set of workflows within a guide, attach the guide to several forms, but not attach specific workflow
items within the guide to the same set of forms. This approach can lead to selectively skipping
workflow on specific forms. BMC recommends that you not use this technique but instead define
guides with workflow that is always attached to the same forms as the guide.
Unqualified searches
Always develop in the most restrictive setting with the server setting Allow Unqualified Searches
unselected. This raises more awareness for the need to qualify tables and other workflow objects.
For client-side active links that start on Search mode, remember that all fields being set should be
accessible and visible to end users so that if unqualified searches are permitted at their site the
expected result occurs in the client.
DSO aware workflow

The Distributed Server Option (DSO) that is available with the BMC Remedy AR System platform
enables you to transfer data between forms on two servers. It requires you to configure the DSO
service, create mappings to map forms and fields between the two servers, and to create DSO
workflow (filters) to perform the transfer and delete functionality. For more information, see
Configuring the Distributed Server Option (DSO) Service for BMC Remedy ITSM (see page 630)
and Configuring BMC Remedy Distributed Server Option.
The DSO filter that transfers the data starts on a merge action, and the DSO delete filter starts on a
delete action. To avoid a clash between out-of-the-box workflow and the DSO merge filters, qualify
the merge filters to not start if the user is a distributed server.
Because the DSO delete filter deletes the form records, bypass all the out-of-the-box delete
workflow so that it does not start when triggered by a DSO delete.
Make the out-of-the-box workflow DSO aware by performing the following actions as coding
standards:
1. DSO qualify any new merge filters that you create. The exceptions are the merge filters that
check for unique records and provide messages (as those need to be caught on a DSO
transaction, too). Add the following information to the Run IF qualification for the merge
filters:
AND ($USER$ \!= "Distributed Server")

Some filters have a mix of OR and AND clauses in the Run IF qualification, so ensure that
you have the brackets in the correct place, for example:
(($OPERATION$ = "CREATE" ) OR ($OPERATION$ = "MERGE" ) OR

(($OPERATION$ = "SET" ) AND ( 'z1D Action' = "BUILDUNIQUE" ))) AND (
'Permission Group Type' = "Application Permission") AND ( 'z1D Previous
Operation' = "SET" ) AND ($USER$ \!= "Distributed Server" )
2. Add any new forms with delete workflow to this shared workflow:
SHR:SHR:SkipDeleteFiltersFor_DSO_User
Related topics
Workflow overview
Creating guides
Customizing BMC Service Management

Process Model
This topic describes the following customization tasks:
Working with diagrams in BMC Service Management Process Model (see page 1864)
Changing text in diagrams in BMC Service Management Process Model (see page 1870)
Changing the interface elements in BMC Service Management Process Model (see page
1876)
Changing the HTML frames page files in BMC Service Management Process Model (see
page 1879)
Configuring the CSS for Section 508 compliance in BMC Service Management Process
Model (see page 1879)
Special HTML characters and tags in BMC Service Management Process Model (see page
1880)
Working with diagrams in BMC Service Management Process

Model
The process diagrams and procedure diagrams used in BMC Service Management Process Model
were created with Microsoft Visio 2007 and converted to the graphics interchange format (GIF).
When you click a process model box, its corresponding process diagram appears. Similarly, when
you click a procedure box, its corresponding procedure diagram appears.

The individual action boxes and decision diamonds that appear in procedure diagrams also exist in
the work instruction pages as individual drawings.
The work instruction pages can also include drawings of the process diagrams and procedure
diagrams. You can change a BMC Service Management Process Model drawing, and then update
the corresponding work instruction.
For instructions on working with diagrams, see the following topics:

Changing diagrams (see page 1865)
Updating related work instructions (see page 1867)
Changing diagrams
If your organization uses a workflow for a process or procedure that is not the same as the one
suggested by BMC Service Management Process Model, you can change the related diagram to
indicate that difference. You can make the following types of changes:
Update the graphical elements in the diagram

Change the text in the diagram
Note
You must have Microsoft Visio 2007 to change a diagram.
To change a diagram
1. Use Microsoft Visio 2007 to open the diagram that you want to change.
The diagrams are located in the instDir\Process and Procedure
Diagrams\<SMPMProcessDir> directory.
For example: instDir\Process and Procedure Diagrams\Event Management
2. Create a copy of the original drawing file for recovery purposes.
3. Make the necessary changes in the original drawing.
Note
If you add or modify action boxes or decision diamonds in the diagram, you must
update the related work instructions as described in Updating related work
instructions (see page 1867)
4. Save the changed drawing as a VSD file (Microsoft Visio 2007 format).
5.
5. Convert the VSD file to a GIF file.

For more information about how to convert the VSD file to a GIF file, see Converting VSD
files to GIF format (see page 1868).
Ensure that the GIF file has the same name as the VSD file (exclusive of the extension).
6. Copy the GIF file to the directory that contains the original GIF file and overwrite the original
GIF file with the new GIF file.
For example, if you are changing a diagram in the Event Management process, open
\instDir\SMPM\Event.
Note
If the physical size of the new diagram is not the same as the original diagram, the
diagram is not displayed correctly in its corresponding HTML page. To adjust the
HTML size settings that control the display position of the GIF file, see Adjusting
diagram size (see page 1866).
7. If you added, moved, or removed an action box or decision diamond, adjust the hotspots in
the HTML file that contains the diagram.
For more information about how to change the hotspots, see Changing hotspots (see page
1869).
8. Open the BMC Service Management Process Model process related to the diagram that you
changed and ensure that the new process or procedure diagram appears correctly. Also
verify that the hotspots are in the correct position and that they redirect you to the correct
procedure or work instruction.
Adjusting diagram size

If the physical size of a new or updated diagram is not the same as the physical size of the original
diagram, the diagram is not displayed correctly in its corresponding HTML page.
To adjust the diagram size
1. Open the diagram in Microsoft Image Composer.

2. Select File > Composition Properties.
3. Note the actual width and height of the diagram.
4. Use an HTML editor to open the corresponding HTML file, and correct the width and the
height entries for the image.
For example, <img src="Event_Procedure1.gif" border="0" usemap="
#FPMap0" width="714" height="585".

Updating related work instructions

Every time you modify or create an action box or a decision diamond when changing a diagram,
you must create a new, separate illustration of the box or diamond to appear in the Procedure Step
column of the associated Work Instructions table. If you add a new action box or decision diamond,
then you must also create a new work instruction to describe the action or decision.
This topic describes how:
To create a new illustration (see page 1867)

To modify a work instruction (see page 1867)
To create a new work instruction (see page 1868)
To create a new illustration
1. Use Microsoft Visio 2007 to create a drawing of the box or diamond.

2. Save the drawing as a GIF file, as described in Converting VSD files to GIF format (see
page 1868), and place it in the instDir\SMPM\Event\Work_Instructions directory.
You must save the GIF file with the following file name syntax:
s<procedureNumber>_<stepNumber>.gif
For example, if the GIF file represents step one in the first procedure, name the file: s1_01.gif
.
Note
Ensure that the step number portion of the file name has two digits. In the
preceding example, the step number is 01.
To modify a work instruction
Recommendation
Before you modify a work instruction, create a backup of the existing work instruction file.
1. Use an HTML editor such as Notepad to open the work instruction file. For example, if you
are modifying the work instruction for Event Management procedure 1.1, open the
instDir\SMPM\Event\Work_Instructions\W1_01.htm file.
2. Make the required changes to the HTML code.
3. Save and close the file.
4. Open BMC Service Management Process Model and check the work instruction to ensure
that the new text appears correctly.

To create a new work instruction
Note
Ensure that you use the same naming convention for the new file that is used with the
existing files, that is, W<procedureNumber>_<stepNumber>.htm. The <stepNumber>
must have two positions. For example, procedure 1, step 2 must be represented as
W1_02.htm. The <procedureNumber> does not use a leading zero.
1. In the folder where you are creating the new work instruction file, create a copy of an
existing work instruction file to use as a template and change its file name accordingly.
For example, to create a work instruction for Event Management procedure 3.11, copy
instDir\SMPM\Event\Work_Instructions\W3_10.htm and then save it as
instDir\SMPM\Event\Work_Instructions\W3_11.htm.
2. Use an HTML editor such as Notepad to open the new work instruction file.
3. Edit the contents of the file to use the appropriate GIF file and instructions.
5. Open BMC Service Management Process Model and check the work instruction to ensure
that the text and GIF file appear correctly. If the GIF file is the wrong size, see Adjusting
diagram size (see page 1866).
Converting VSD files to GIF files

After you save a diagram as a VSD file, you must convert the file to a GIF file so the file can be
read and displayed by the related process HTML files.
To convert a VSD file to a GIF file
1. Use Microsoft Visio 2007 to open the file that you want to convert.
2. Select Tools > Options.
3. From the Text quality section of the View tab, select the Higher quality text display (anti-
aliased) option.
4. Select the elements in the drawing that you want to include in the GIF file.
Note
For a process or procedure diagram, do not include the edges around the diagram,
or the name that appears above the diagram in the header. To create a GIF file for
a single action box or decision diamond from a procedure diagram (for example, to
use in a work instruction HTML page), select only the box or the diamond.
5. Select File > Save As.
6.
6. In the Save as type field, select Graphics Interchange Format (.gif).

7. In the File Name field, perform one of the following actions:
a. If you are converting the whole diagram, type the name of the original VSD file.
b. If you are converting a portion of the diagram, (because you are converting a single
action box or decision diamond), type a unique name.
When creating a unique name, ensure that you use the following syntax:
s<procedureNumber>_<stepNumberWith2Positions> (for example, s1_01.gif).
8. Click Save.
9. In the GIF Output Options window, you must select the following settings:
Data format — Non-interlaced
Color reduction — Adaptive
Background color — R=255, G=255, B=255
Transparency color — Do not select
Rotation — None
Resolution — Screen (96 x 96 pixels / in.)
Size — Source
10. Click OK.
Changing hotspots
BMC Service Management Process Model uses the hotspot code to indicate the location of the
hyperlink target, the shape of the hotspot, and its position on the interface.
The following hotspot types are used in BMC Service Management Process Model:
Box
Diamond
Process or procedure link
Roles link
The following table shows a sample section of code for each hotspot type:
Hotspot types and sample code
Type Code sample
Box <area href="Work_Instructions/W2_07.htm" shape="rect" coords="327, 382, 475, 421"

>
Diamond <area href="Work_Instructions/W2_06.htm" shape="polygon" coords="400, 249, 326,

298, 400, 348, 475, 298">
Process or <area href="../RootCause/RootCause_Procedure2_Frames.htm" target="_top" shape="

procedure link rect" coords="732, 427, 753, 444">
Roles link <area href="Availability_Roles.htm" shape="rect" coords="3, 171, 82, 221">

Understanding the hotspot code

The hotspot code is located in the map section of the HTML code. The map section starts with the
following line of code: <td valign="top" align="left"><map name="FPMap0">
The map section ends with <\map>.
The following table describes what each area of the hotspot code controls.
Hotspot code and what it controls
Hotspot What it controls

code
<area Indicates the location information of the hyperlink target; for example, <area href="Work_Instructions/W2_07.htm"
href=" "
shape= Specifies the hotspot's shape: rect = box, polygon = diamonds; for example, shape="polygon"
coords= Provides the shape's coordinates. When giving the coordinates for boxes, you must provide the upper left-hand corner
and the bottom right-hand corner coordinates. For diamonds, all four corners must be specified. For example, coords="
400, 249, 326, 298, 400, 348, 475, 298"> (for a diamond) or coords="3, 171, 82, 221"> (for a box).
To change hotspot code
1. Use an HTML editor to open the related process or procedure HTML file.
2. Locate the section of code that relates to the hotspot that you are changing.
To move a hotspot, adjust the coordinates.
To resize at hotspot, adjust the coordinates.
To remove a hotspot, delete its entry from the map section.
To add a hotspot, perform the following actions:
a. Copy a section of hotspot code with the same shape (that is, "rect" or
"polygon") and paste it within the map section.
b. Update the <area href= section so that it points to the new hyperlink target.
c. Update the coords= section to provide the coordinates of the new hotspot
entry.
4. Save the updates in the HTML file.
5. Open the HTML file from the BMC Service Management Process Model interface and verify
that the updates work.
Changing text in diagrams in BMC Service Management

Process Model
The text that appears in the process model boxes and the process model headers can be changed
to reflect the needs of your organization.

This section describes how to change the text in process model boxes and how to change the text
in process model headers by using either the out-of-the-box alternative process model headers or
by creating a new process model header.
Changing text in process model boxes (see page 1871)

Changing text in process model headers (see page 1872)
Changing text in process model boxes

You can change the text that appears in a process model box. You might want to change the text
in a process model box when you want to change the process name. For example,you might want
to change the name of the Event Management process to Alarm Management.
Note
If you change the name of a process or a procedure, you must also change the name of
the related HTML frames page. For more information, see Changing the HTML frames
page files (see page 1879).
To change the text in a process model box
1. Open installDir\SMPM\Model\<ProcessNames>.
2. Use a text editor such as Notepad to open the text file that contains the process model box
text that you are changing.
For example, if you are changing Event Management to Alarm Management, open Event.txt.
3. Overwrite the existing process name with the new process name.
When typing the text, observe the following guidelines:
You must use uppercase letters for the process name. If you do not, the process
name is not displayed.
Use a 0 (zero) to indicate a line break. For example, if you want the word
Management to appear on a line beneath the word Alarm, you must type
ALARM0MANAGEMENT.
If you insert line breaks, edit the value of the &b1_lines=1 parameter to indicate the
number of lines. For example, if you insert one line break, change the value of the
parameter from 1 to 2 (&b1_lines=2).
4. Save and close the text file.
After you change the process model box text, you must change the text in the corresponding
tooltip (see page 1872).
Example

Original text:
b1_text=EVENT0MANAGEMENT
&b1_lines=1
Revised text:
b1_text=ALARM0MANAGEMENT
&b1_lines=2
To change the text in the corresponding tooltip
1. Open the installDir\SMPM\Model\ToolTips directory.

2. Use a text editor to open the related text file.
For example, to change the Event Management tooltip, open Event.txt.
3. Overwrite the existing process name with the new process name.
4. Save and close the text file.
5. Refresh BMC Service Management Process Model in your browser to verify if the new
process name is displayed in the process box and in the tooltip.
Changing text in process model headers

You can change the text in a process model header by using one of the following methods:
Using an alternative process model header (see page 1872)

Creating a custom process model header (see page 1874)
Using an alternative process model header

The following table lists the alternative process model headers provided out-of-the-box with BMC
Service Management Process Model, and it provides the locations of the original process model
headers that you are replacing. If this table contains an alternative process model header that is
appropriate, use the procedure following the table to make the change. Otherwise, create your own
process model header (see page 1874).
Alternative process model headers
Service Management Process Alternative names Directory and file name in the BMC Service Management
Model process name Process Model directory structure
Service Management Process instDir\Model\ProcessModel_Header.gif

Model ITIL Process Model
ITSM Process Model
Event Management instDir\Event\Event_Header.gif

Alarm Management
Infrastructure
Monitoring
Monitoring
Operations
Operations
Management

Service Management Process Alternative names Directory and file name in the BMC Service Management
Model process name Process Model directory structure
Service Monitoring
Availability Management No alternatives available instDir\Availability\Availability_Header.gif
Capacity Management No alternatives available instDir\Capacity\Capacity_Header.gif
Change Management instDir\Change\Change_Header.gif

Change Control
Release
Management
Configuration Management Configuration Administration instDir\Configuration\Configuration_Header.gif
Continuity Management instDir\Continuity\Continuity_Header.gif

Business Continuity
Management
Disaster Recovery
Disaster Recovery
Management
IT Service Continuity
Management
Financial Management Not yet available

Costing & Charging
Financial
Management for IT
Services
Incident Management instDir\Incident\Incident_Header.gif

Call Management
Help Desk
Management
Incident & Service
Call Management
Request
Management
Support Management
Support Request
Management
Problem Management instDir\Problem\Problem_Header.gif

Instability
Management
Root Cause Analysis
Root Cause
Management
Stability Management
Release Management Project Management instDir\Release\Release_Header.gif
Service Level Management Account Management instDir\ServiceLevel\ServiceLevel_ Header.gif

To use an alternative process model header
1. Open the directory that contains the process model header file that you are changing, and
rename the file to create a backup copy of it.
For example, if you are using an alternative process model header for Event Management,
open the installDir\Event directory and rename Event_Header.gif to Event_Header.gif.bkp.
2. Open the installDir\Customization\Process Model headers\GIFs directory.
3. Copy the file that contains the alternative process model header text that you want into the
directory that you opened in
step 1.
For example, copy Alarm_Manager.gif to installDir\Event.
Note
The names of the files in the <installationDirectory>\Customization\Process Model

headers\GIFs directory indicate their content. For example, Alarm_Management.gif
contains the text "Alarm Management."
4. Rename the copied file to use the original file name in step 1.
For example, rename Alarm_Manager.gif to Event_Header.gif.
5. Open the process model and view the model header to ensure that the process model
header file was replaced successfully.
Tip
You might need to refresh the browser to see the new process model header.
Creating a custom process model header

If none of the alternative process model headers are appropriate, you can create your own. To do
this, you must create a copy of the empty process model header file in the
installDir\Customization\Process Model headers\Originals directory, and then add your custom text,
as described in the following procedure.
Note
To perform the following procedure, you must have access to the Microsoft PowerPoint
and Microsoft Image Composer applications.

To create a custom process model header
1. Use Microsoft PowerPoint to open the instDir\Customization\Process Model

headers\Originals\ProcessModel_Header_Texts.ppt file.
2. Copy one of the existing text boxes and paste it at the bottom of the last slide.
3. Replace the text inside the copied text box with the process model header text that you
need. (for example,Customer Management).
Use the following text formatting:
Font=BankGothicMdBt
Bold
Size=28pt
Color=White
4. Copy the new text box.
5. Use Microsoft Image Composer to open the instDir\Customization\Process Model
headers\Originals\Empty_Header.mic file.
6. Paste the new text box into this file.
7. Align the edges of the text with the left and bottom edges of the file.
The position of the text should be X: 0, Y: 4.
8. In the Toolbox toolbar, click Effects.
Note
If the Toolbox toolbar is not visible, select View > Toolbars, and select the Toolbox
check box.
9. From the Outlines category, select Drop Shadow.

10. In the Details tab, specify the following information:
Angle=315
Distance=2
Color=Black
Opacity=100, Softness=Hard
11. Click Apply.
12. Clear the text, select it again, and then click Apply twice.
13. Adjust the width of the composition to verify that the text fits comfortably within the
composition. Right-click the composition guide and drag it to the left or right.
Note
If the composition guides are not visible, select View > Composition Guides
14. Select File > Save As.
a.
a. Save the file with the following information:

Save it as a CompuServe GIF (.gif) file.
Set the Color format to -Gray Ramp-, 236 colors, Solid dither.
Ensure that the Transparent color box is selected and that the color is R255,
G0, B255.
Ensure that the Threshold field is set to 250.
b. Save the file in the correct location with the same file name as the process model
header that you are replacing (for example, Event_Header.gif).
Tip
To determine the correct directory and file name, see Alternative process
model headers (see page 1872).
15. Click Save.

16. Click Yes to overwrite the existing file.
17. Click OK to dismiss the message that warns you about flattening the format.
18. Open the related BMC Service Management Process Model process to verify that the
standard process model header file was replaced successfully.
Tip
You might need to refresh the browser to see the new process model header.
19. In the code of the HTML file that uses header, ensure that the width and height are correct.
For more information, see Adjusting diagram size (see page 1866).
Changing the interface elements in BMC Service Management

Process Model
This topic describes certain tasks that you can perform to change the interface elements of BMC
Service Management Process Model, like:
Updating the version number and date (see page 1877)

Replacing the BMC Service Management Process Model logo (see page 1878)
Changing the page header (see page 1878)
Changing the page footer (see page 1878)

Updating the version number and date
Recommendation
When you publish a customized version of BMC Service Management Process Model,
update the version numbers and the dates that appear on-screen. For the first release,
set the version number to 1.0, and then increment the version number any time you make
updates to the application. The new date should reflect the publication date.
To update the version number and date
1. Use an HTML editor to open the instDir\SMPM\Model\ProcessModel.htm file.

2. Search the HTML file for the word Version and change the number that appears to its right.
4. Use an HTML editor to open the instDir\SMPM\ReleaseNotes\ReleaseNotes.htm file.
5. Search the HTML file for the current version number, which appears only once in this file,
and change it.
6. Search the HTML file for the old release date, and change it.
8. Use an HTML editor to open the instDir\SMPM\ReleaseNotes\ReleaseNotes80.htm file.
9. Search the HTML file for the current version number, which appears in three locations, and
change it.
10. Change the date by searching the HTML file for the old release date. For example: May
2012, which appears only once in this file.
12. Use Microsoft Word to open each of the process documents in the
instDir\SMPM\ProcessDocuments directory.
13. Perform the following actions to change the version number in each file:
a. With the file open, select File > Properties.
b. On the Summary tab, change the value of the Subject field to the version number.
The version number on the front page and in the page headers updates automatically
when you print the document or select the Print Preview option.
14. Perform the actions in step 13 for the template and spreadsheet documents in the
instDir\SMPM\Templates directory.
15. Update the process documents in the Process_Documents folder by copying all the
Microsoft Word documents from the instDir\SMPM\ProcessDocuments directory to the
instDir\Process_Documents directory.
Note
The new documents must have the same names as the old documents.

Replacing the BMC Service Management Process Model logo

The BMC Service Management Process Model logo appears in the upper-left corner of the BMC
Service Management Process Model window. You can replace it with your company's logo.
Note
To perform this procedure, you need an graphic file containing your company's logo in a
format that can be read by a graphics editor.
To replace the BMC Service Management Process Model logo
1. Use a graphical editor to open the file containing your company's logo.
2. Resize the logo as follows:
width = 99 pixels
height = 63 pixels
3. Save the logo in the JPEG format with the following name:
ProcessModel_Logo.jpg.
4. Copy the logo file to the instDir\SMPM\Model directory.
5. Allow the operation to overwrite the existing file.
Changing the page header

The page header appears at the top of every process model page, underneath the title bar. The
page header is the background of these pages. You can change the page header to suit the needs
of your company.
To change the page header
1. Use a graphics editor to open the file containing your company's page header graphic.
2. Save the file in the JPEG format, with the Background_Page_Header.jpg name.
3. Copy this file to the instDir\SMPM\Generic directory.
Changing the page footer

The generic page footer appears at the bottom of most pages.
To change the page footer
1. Use a graphics editor to open the file containing your company's page footer graphic.
2. Save the file in the JPEG format, with the Background_Page_Footer.jpg name.
3. Copy this file to the instDir\SMPM\Generic directory.

Changing the HTML frames page files in BMC Service

If you rename a process or procedure, you must also change the name of the process or
procedure in the related HTML frames pages.
To change the title of an HTML frames page
1. Use an HTML editor such as Notepad to open the HTML frames page file from the
instDir\SMPM\<processName> directory.
Note
Most frames page files end with _Frames.htm (for example,

Event_Procedure1_Frames.htm). The frames page file for the BMC SMPM main
page uses the instDir\SMPM\index.htm naming convention. Every procedure in a
process has a frames page.
2. Change the title text appropriately.

The title is located between the <title> and the </title> statements (for example,
<title>Incident Management Procedure </title>)
3. If the process name appears anywhere in the body of the HTML file, update it to the new
name.
4. Save the changes and close the file.
Configuring the CSS for Section 508 compliance in BMC

The U.S. Federal Government Rehabilitation Act, Section 508 (Section 508), requires U.S. federal
agencies to make their electronic and information technology accessible to people with disabilities.
Because BMC Service Management Process Model uses a cascading style sheet (CSS) to control
the way its UI appears on the client's screen, it can override the accessibility options on the client's
browser. You can, however, reconfigure the CSS to ensure that BMC Service Management
Process Model uses the client's browser's options instead.
If you work for a U.S. federal agency or have some other reason to ensure that your environment is
compliant with Section 508, you must perform the following procedures.
Note
For more information about Section 508 requirements, see http://www.section508.gov.

To configure the CSS for Section 508 compliance
1. In the instDir\SMPM\Generic directory, open the default.css file in a text editor.

2. Remove the following line from the body settings:
background-color: #FFFFFF;
This change ensures that the background color settings for a page appear using the color
settings of the client browser.
3. Delete the four rows containing the hyperlink color definitions. These rows start with
following blocks of code:
a:link
a:visited
a:active
a:hover
This change ensures that the hyperlinks appear using the color settings of the client
browser.
4. Remove the following string from the h1 (first header) settings:
color: # 000044;
This change ensures that the header text appears using the client browser's color settings.
5. Remove the following string from the p (paragraph) settings.
color: #444444;
This change ensures that the paragraph text appears using the client browser's color
settings.
6. Replace the font size definitions in the headers and the paragraph settings as described in
the following table.
This change enables you to change the size of the text in the browser.
New font size definitions
Original size New size for Microsoft Internet Explorer browsers New size for Mozilla browsers
18px 2.3ex 2.5ex
16px 2.0ex 2.2ex
13px 1.6ex 1.8ex
Special HTML characters and tags in BMC Service

BMC Service Management Process Model uses some special, non-standard HTML characters and
tags.

Special HTML characters

BMC Service Management Process Model uses special HTML characters, which are explained in
the following table:
Special HTML characters in BMC Service Management Process Model
Characters Description
&quot This character is displayed as a single quotation mark. It differentiates between the HTML code and characters that
need to be displayed.
&#133 This character is displayed as an ellipsis. It is used, for example, to display the status "Waiting for...".
&nbsp This character is displayed as a nonbreaking space,which does not allow a line break between words. It is also used
when multiple spaces need to be displayed is succession; HTML would otherwise display only a single space.
&#13 This character inserts a line break in tooltips. Browsers that use Mozilla do not support multiple lines in tooltips. This
is the only functionality that customers who use Mozilla cannot use.
&copy This character displays the copyright symbol underneath the process model home page.
&lt This character displays the less than sign.
&gt This character displays the greater than sign.
&reg This character displays the registered trademark symbol.
Special HTML tags

The <nobr> and </nobr> HTML tags are used in BMC Service Management Process Model:
The text placed between these tags does not break across a page. For example, words ending in
(s) that are close to the end of a line are placed between these tags to make sure that the browser
does not place a line break just before the (s).
Customizing BMC Remedy OnDemand and

BMC Remedy ITSM
This section describes the BMC recommendations to customize the BMC Remedy ITSM
applications on both, BMC Remedy OnDemand and BMC Remedy ITSM on-premise environments
for seamless upgrades. It also discusses how to use BMC Remedy Action Request (AR) System
Overlays feature to customize BMC Remedy ITSM applications.
BMC Remedy ITSM applications are built on the platform supplied by BMC Remedy AR System.
This enables experienced administrators, workflow developers, and consultants to extend and
customize the behavior of the applications to meet the changing needs of your organization and to
integrate them with other applications. For example, if the out-of-the-box BMC Asset Management
application does not meet your needs, you can customize it. If you customize Asset Management,
you might also need to extend the BMC Atrium CMDB.

Typical customization work includes adding BMC Remedy AR System filters and active links to
enhance workflow.
Recommendation
Do not use the BMC Remedy Approval Server forms to define custom rules and
processes. Instead, use the advanced configuration options that are available in BMC
Remedy ITSM, as described in Configuring advanced options (see page 592).
Customizing BMC Remedy ITSM applications using overlays (see page 1882)
Workflow change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM (see
page 1885)
User interface change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
(see page 1886)
Forms change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM (see page
1888)
Administration change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
(see page 1889)
BMC Remedy OnDemand and BMC Remedy ITSM customizations (see page 1890)
BMC offers courses for beginners through advanced workflow developers. For more information,
visit BMC education at http://www.bmc.com/education.
Customizing BMC Remedy ITSM applications using overlays

The BMC Remedy AR System Overlays feature enables you to customize applications and avoid
conflicts with future application versions. The feature enables you to track customizations and
preserve changes to your application objects even if they are modified during an application
upgrade.
An overlay is a copy of a BMC Remedy AR System structure or workflow object that is used in
place of the origin object. Out-of-the-box BMC Remedy AR System application and server objects,
and objects created in the Base Development mode of BMC Remedy Developer Studio, are origin
objects.
Restrictions on using overlays (see page 1883)

Overlayable objects (see page 1883)
Non-overlayable objects (see page 1884)
Recommendations for BMC Remedy OnDemand and BMC Remedy ITSM (see page 1884)

To customize out-of-the-box BMC Remedy AR System objects and ensure that the customizations
are not lost when a BMC Remedy AR System application or server is upgraded, create an overlay
of the origin object, and modify the overlay instead of the origin object.
At run time, the BMC Remedy AR System server and clients (such as the mid tier) use overlay
objects in place of the origin objects. For example, if a filter is to be used during an operation and
BMC Remedy AR System detects that the filter has an overlay, the server executes the overlay
filter instead of the origin filter. Or if a client is required to fetch an object from the server and the
object has been overlaid, the client fetches the object's overlay instead.
During upgrades, a BMC Remedy AR System installation program ignores overlays---it does not
undo their modifications, overwrite them, or delete them; in fact, it is unaware that overlays exist.
The install program changes only the objects that were installed with the application or server. After
the upgrade, the application or server continues to use the overlays instead of the origin objects for
runtime operations.
Overlays also make it easy to identify all the customizations in your applications.
Restrictions on using overlays

Overlays do not perform the following functions:
Preserve customizations made to an object that is deleted during an application upgrade. If

an existing object in your production environment is deleted during an application upgrade,
any overlay of the object is deleted as well.
Automatically merge customizations with functionality added during upgrades. For example,
if a filter has three new actions in an upgraded application, those actions will not
automatically be added to the filter's existing overlay. Instead, you must identify the new
actions by comparing the overlay to the upgraded origin object and then add them to the
overlay if you decide to use them.
Enable you to make all possible changes to BMC Remedy AR System objects. For example,
you cannot make changes that would alter the underlying database, such as changing a
field's data type.
Overlayable objects
You can create overlays for the following objects:
Active links
Images
Active link guides
Local applications
Escalations
Menus
Filters
Packing lists

Filter guides
Views
Forms
Web services
Fields
Deployable applications
Non-overlayable objects
You cannot create overlays for the following items:
Custom objects — A custom object is an object created by a BMC Remedy AR System

user. Upgrades do not modify or destroy custom objects.
Overlaid objects — You cannot create multiple overlays for the same object.
Overlay objects — You cannot create overlays of overlays.
Form data — BMC Remedy Distributed Server Option (DSO) mappings, DSO pools,
flashboards, Skins, and templates are stored as data in a form. They are not BMC Remedy
AR System objects. Therefore, you cannot use overlays to customize them, and any
modifications that you make to them might be lost when an application or server is
upgraded.
For more information concerning overlays, see Customizing applications using overlays and
custom objects.
Recommendations for BMC Remedy OnDemand and BMC Remedy ITSM

To make code changes to BMC Remedy ITSM applications that are retained when you upgrade:
Make any customizations to out-of-the-box workflow using overlays when you are
customizing BMC Remedy applications. Overlays protect the customization from being lost
during an upgrade.
Use an overlay to customize a field but ensure that the field continues to be used for the
same purpose. Overlays do not protect the contents of fields,so re-purposing an existing
field to do something other than what it was originally designed for can cause issues in the
applications and the code using the field.
When making a user interface change, make a form overlay and then make an overlay of
the view that you are working on. During an upgrade, your changes will be saved but you
must ensure that making these changes as overlays will not merge user interface changes
in future application releases with the overlaid view.
Take performance into account when making any code changes. If you add an active link
workflow, you must ensure that it does not make the same server calls as an existing
workflow, which would impact performance. Tune user interface widgets such as table fields
to use indexes and chunking. They should display data only when that data is required.
Note

In the BMC Remedy OnDemand environment, you must use overlays to customize
objects. Also, when you use overlays you still must test your customizations when you
upgrade.
Workflow change guidelines for BMC Remedy OnDemand and

BMC Remedy ITSM
While overlays do provide protection from customizations being overwritten during an upgrade,
they do not prevent issues occurring from the workflow interacting with other system components
that change during an upgrade. Because of this, you should keep workflow changes to a minimum
and keep the the changes separate from the existing application flow. The following information
includes some examples of workflow changes that can be done and which will not be impacted by
changes to other parts of the application.
You can make the following workflow changes for both the BMC Remedy OnDemand and the BMC
Remedy ITSM environments. Use overlays for these changes so that there is a way to track the
changes that are made, even if the code that is added is new code.
To existing forms, add new workflows that do not affect the processing of existing workflows.
You must ensure that the new workflow does not change how the existing workflow runs
through the process. Because the process workflow can change from release to release,
you should avoid these types of code changes.
Add new forms to the system and add new workflows to support the processes on these
new forms.
Add new workflows to read data from your new forms. This can involve either:
Adding active links to the main forms associated with new buttons or links
Adding table fields to existing forms to read data from newly added forms and the
workflow to interact with the tables
If you are making changes to key processes in the application, you should avoid changing the
following workflow processes:
Status flows
Permission-based workflow (multi-tenancy, support groups)
Interactions with processes such as approvals and BMC Remedy Assignment Engine
Interface forms
Most of the changes that are required for these processes can be done by configuring the data that
drives them. Continue to use this method to make changes to how these processes work, rather
than making changes to the underlying code which drives these processes.
The following recommendations apply to both the BMC Remedy OnDemand and the BMC Remedy
ITSM environments:

Use service calls to avoid performance impacts. Evaluate the data that you want to pull into
a new form. If you determine that a number of queries must be completed via active links to
retrieve the data, perform the following actions:
Investigate using filters instead of active links.
Use a service call from an active link to reduce the number of server calls required to
retrieve the information.
Note
For more information about customization designs for the BMC Remedy
OnDemand and on-premise environments, see Customization designs (see
page 1831).
Use escalations sparingly and only to add to new forms due to the potential impact on
system performance.
Do not change out-of-the-box web services due to the potential impact on applications that
might use these web services for integration purposes. Changes to out-of-the-box web
services might be overwritten during an upgrade. The best solution is to copy an out-of-the-
box web service and extend that web service for any specific requirement.
Use a namespace that does not conflict with out-of-the-box or future system workflows to
build any workflow that is added to the system. You can use a unique prefix for your
application objects to avoid any future workflow conflicts if multiple companies are running
on the same instance of the BMC Remedy AR System server.
Related topic
Customized BMC Remedy ITSM workflow (see page 1895)
User interface change guidelines for BMC Remedy

OnDemand and BMC Remedy ITSM
You can change the user interface via data changes at the configuration level, and you can
preserve these changes during upgrades. Many of the menus that are displayed in the system can
be extended via changes to back-end forms. For more information, see User interface objects (see
page 1849).
If you are updating a view within the system to add new fields or rearrange how a view is laid out,
make an overlay of the form and the view you are changing to preserve your changes during an
upgrade.
Note

An overlay of a view enables you to copy the out-of-the-box view and make changes to
that view. However, during an upgrade, the application may change the base view. In this
case, you will need to merge your view changes either back to the upgraded view of the
form or merge the changes from the upgrade view to the overlaid view.
For a new view, you can add user interface widgets to:
Retrieve data from other forms

Change the layout structure of the data
The following recommendations apply to both the BMC Remedy OnDemand and BMC Remedy
ITSM environments:
Add any new table fields to a view or a form with care due to the potential performance
impact. Consider that a table should be refreshed only when the data is needed. It must
have a qualification that makes use of indexes in order to search forms with lots of data. The
table must use data chunking to limit the rows that are returned at any given time. It must
have a qualification that uses indexes to search forms with lots of data. One possible way to
reduce the load on the primary forms is to add a new user interface workflow to a newly
created form, and then add a view field to the existing form that can load that newly created
form. This way enables these changes to be isolated from the exiting form, and better
overall system performance. For more information, see User interface objects (see page 1849
).
Avoid polling menus or active links due to potential performance impacts.
Any forms or views that are added must use field IDs that are outside of the range reserved
by BMC Software. For more information, see User interface objects (see page 1849).
Branding the interface using Skins

The goal of branding is to typically change the color scheme, icons, and/or background images to
meet your corporate standards.
BMC Remedy AR System provides the Skins feature that enables you to brand an application. Use
Skins to make changes to an application's color scheme and the images on buttons. Skins are
configured using data rather than customized using the application itself so they are fully supported
during an upgrade. For more information on the Skins feature, see Applying skins to form views.
You can change the icons on the BMC Remedy AR System Mid-Tier login screen. You should not
change the CSS file that comes with BMC Remedy AR System. The best way to change the
images on the login screen is to replace the image that is referenced:
In the BMC Remedy Mid-Tier images directory, replace the login_image.jpg and login_logo.gif files
with the files provided for the customer. The reference to the files is as follows:
String login_img = "images/login_image.jpg";String logo_img = "images/login_logo.gif";

Related topics
Customized BMC Remedy ITSM fields (see page 1891)
Customized BMC Remedy ITSM buttons (see page 1894)
Customized BMC Remedy ITSM form views (see page 1893)
Customized BMC Remedy ITSM tooltips (see page 1895)
Customized BMC Remedy ITSM process flow bar (see page 1905)
Forms change guidelines for BMC Remedy OnDemand and

BMC Remedy ITSM
The following guidelines explain how to make form changes so that your changes are not affected
by system upgrade. They apply to both the BMC Remedy OnDemand and BMC Remedy ITSM
environments. As with any code changes, they should only be done through overlays.
You can add new fields. However, avoid adding new required fields because you may need
to change existing integrations. Alternatively, you can provide a default value for the new
required field so that it can be set automatically if an older integration interfaces with the
application.
Add new fields in the field ID range that is not reserved by BMC. For more information, see
User interface objects (see page 1849).
Do not remove any existing fields, because it can potentially affect the overall processing of
the applications and affect existing workflow. If you do not wish to have a field appear to a
user, use an overlay of the form and view to remove the field from the view so that it is not
visible to the user.
Do not change the properties of existing fields, including whether they are required fields,
data types, and pattern matching, because it can affect the existing processing of the
record, and are overwritten during an upgrade. If you need to change these properties,
create a new field, change the properties on that field as appropriate, and then hide the
original field.
You can add new forms but add them in your specific namespace.
You can add values to a linear selection field, but BMC does not recommend it because it
causes data and workflow issues.
You can add values to a nonlinear selection field.
If you add new fields to a form that should be accessible to integrations, they must also be
exposed in the interface forms and web services.

Administration change guidelines for BMC Remedy

OnDemand and BMC Remedy ITSM
In general, changes to administrative actions might cause changes to the structure of the
production environment. Because of these structural changes, you must adopt a change control
process and ensure that the changes are managed and tested before introducing them into the
production environment. This section discusses certain areas that should not be configured on the
production system.
BMC Atrium CMDB class model changes (see page 1889)

BMC Atrium CMDB reconciliation rules changes (see page 1889)
BMC Service Level Management (see page 1890)
Software License Management (see page 1890)
Note
This section provides mandatory rules to follow when working in the BMC Remedy
OnDemand environment. These rules should be treated as suggested best practices in
the BMC Remedy ITSM environment.
BMC Atrium CMDB class model changes

The BMC Atrium CMDB interface enables an administrator to add new classes or attributes by
changing the data that represents the data model structure of the application. These data changes
result in BMC Remedy Action Request (AR) System forms being added or modified in the BMC
Remedy AR System server. After making any data model changes, you must make the information
available to the BMC Remedy ITSM applications. These changes can affect the applications, so do
not make them directly on the production system. Use a change control system and manage the
changes in the development environment. Test all changes with BMC Asset Management and the
BMC Atrium Discovery processes to make sure that they have no impact on existing application or
integrations.
BMC Atrium CMDB reconciliation rules changes

BMC Atrium CMDB reconciliation uses data-driven rules that are set up by an administrator. They
manage data flow from a provider of data (such as BMC Atrium Discovery), how it is combined with
data from other data providers, and how it is published into the BMC Atrium CMDB production
dataset. Changing reconciliation rules can affect how data from discovery sources or even
manually entered data is put into the CMDB. These changes can cause data to not populate the
CMDB or to populate it incorrectly. Because changing these rules can have an adverse impact on
the business, make these changes only be done on the development server under change control.


The BMC Service Level Management application is used to manage service level agreements
(SLAs). The creation of SLAs and service level targets causes workflow to be generated in the
application and causes data to be collected and evaluated as part of the overall processing of the
application. Creating or updating an SLA or service level target can result in escalations and
measurements occurring incorrectly, which can result in noncompliance. Because these targets
must be built appropriately and because of the impact on the production system if they are not and
the potential performance impact of BMC Service Level Management adding workflow to the
system, make these changes only in the development environment.
Software License Management

The Software License Management module in BMC Asset Management defines the rules that
ensure that a business is in compliance with its license contracts. The process makes uses a rules-
based engine to define how to:
Find software configuration items (CIs) in the BMC Atrium CMDB

Relate CIs to contracts and the rules for calculating whether the business is in compliance
with its license agreements
Software License Management contains the following functionality:
Defines the rules that the engine uses to do the connection and compliance checks.
Generates contracts and certificates to manage new licenses.
Changes to the rules used for the connection and compliance checks can adversely affect the
environment by producing inaccurate license counts. Make these changes only on a development
system under change management control.
Changes to contracts and certificates for managing new licenses leverage existing rules, so you
can make changes to them directly on the production system.
BMC Remedy OnDemand and BMC Remedy ITSM

customizations
This information describes the types of customizations that you can make for each application and
those which you should not make. These customizations apply for both the BMC Remedy
OnDemand and BMC Remedy ITSM environments.
General customizations
For information about the functionality that is common across the BMC Remedy ITSM applications,
and to identify components of that functionality that can be customized and those that should not
be customized, see:
Customized BMC Remedy ITSM fields (see page 1891)

Customized BMC Remedy ITSM form views (see page 1893)

Customized BMC Remedy ITSM buttons (see page 1894)
Customized BMC Remedy ITSM tooltips (see page 1895)
Customized BMC Remedy ITSM table columns (see page 1900)
Customized BMC Remedy ITSM workflow (see page 1895)
Customized BMC Remedy ITSM process flow bar (see page 1905)
Customized BMC Remedy ITSM work logs (see page 1904)
Module and subsystem customizations

For more information, see:
Customized BMC Remedy ITSM foundation (see page 1901)

Customized BMC Remedy ITSM relationships (see page 1903)
Customized BMC Remedy ITSM notifications (see page 1905)
Customized BMC Remedy ITSM fields

You can add fields or change field information in your environment. Typically, you make field
changes to accomplish the following:
Capture some additional information about a record.

Provide a way to store a key to link to a separate table.
Change the context of an existing field to make it required (this can be accomplished by
changing the field itself or adding additional workflow against that field).
Manage the values of enumerated fields. The following types of enumerated fields are part
of the applications:
Custom fields are designed to have a gap between the enumerated values. You can
add new values in those gaps as long as you use odd number values. This will
ensure that you have no conflicts with values added by BMC.
For inline enumerated fields, you will want to add new values only to the end of the
list because of the impact that these changes have on existing workflow and data if
you make changes to the middle of the list.
When making field changes, know how the fields will be used by existing workflow and
integrations. To ensure that existing functionality will continue to work, understand the interface
forms and application interactions. If one of these interactions expects that a field is not available or
is not required, your design must determine how to handle these issues.
Recommendations for customizing fields in both BMC Remedy OnDemand and BMC Remedy
ITSM
Regarding field changes, BMC recommends:
Do not change data types for existing fields. If you need a field to hold a different data type,
add it as a new field, and hide the existing field.

If you make an existing field required, add a default value. You can either change the
properties of the field itself or set the default by workflow. This will ensure that existing
integrations to the form will continue to work.
If a field must be accessible to other systems, ensure the field is added to the interface
forms for that application. Each application will have defined interfaces for creating,
querying, and updating data. These are documented in API overview. In general, the
naming convention for these forms is to add _Interface and _Interface_ as suffixes to the
form name Create.
Follow the field ID standards for BMC Remedy ITSM applications to ensure that a field does
not conflict with another field added by BMC in future releases. (This requirement will not
exist in the future because the BMC Remedy Action Request System server will eventually
provide the required functionality.)
The following field ID ranges are reserved by BMC and should not be used by you:
BMC Remedy AR System Reserved Ranges:
1 – 536,870,911
1,000,000,000 – 2,000,000,000
The following custom ranges are not used by BMC, so you can use them:
536,870,912 – 999,999,999
2,000,000,001 – 2,147,483,647
Note
When creating fields for BMC Remedy ITSM, explicitly ensure that the field IDs are not
created within the reserved ranges.
Do not change the database name for an existing field. Reports in the system typically make
use of the database field name when querying the database. You can change the display
label of a field, but the database name should remain consistent.
You can add new values to custom enumerated fields, but add only odd number values to
prevent any future conflicts with application upgrades.
Enumeration values are incremented with room to allow for values to be inserted
between them (1000, 2000, 3000 and so on).
You can add values anywhere in the list. Use odd numbers because even
enumeration values are reserved for BMC. Following is an example of inserting a
value into a custom enumeration field:

For linear enumerated fields, you can add new values only to the end of the list. Otherwise,
any value that follows a new value added in the middle now has a new value, which impacts
existing workflow. This workflow would need to be updated. Also, any existing data in the
system would need to be transformed to handle the new value. Finally, any integrations that
use this field would need to be updated. An example of a linear enumerated field:
Enumeration values are 1, 2,3,4,5, and so on.
Related topic
Creating and managing fields
Customized BMC Remedy ITSM form views

One of the benefits of the BMC Remedy Action Request (AR) System platform is that you are able
to customize the layout of your forms. BMC provides a set of Best Practice views that are based on
best practice workflows for each BMC Remedy ITSM application.
Tip
A Best Practice view is an improved version of the related form. In this view, the fields
most commonly used are immediately visible. You can access less frequently used
functionality from the tabbed sections of the form or from the links in the navigation pane.
For example, on the Incident request form, the Templates field is included in the Best
Practice view to encourage the use of templates.
You might want to update views to:
Place a new field appropriately in the user interface so that it can be accessed by an end
user.
Adjust the layout of a view to make the flow more appropriate for the needs of a company
(you might want to hide unused fields, for example)
Change the color scheme of a form to make it fit in with your corporate "look and feel."
Note
Use overlays to make changes to views. The underlying view provided with an application
may change from version to version and some work will be required to merge your
customizations with changes that might occur for future versions of the application.
Ensure that user interface changes you make are limited. As much as possible, use the
out-of-the-box forms layout.

When making changes to the views, ensure that you leverage the user interface to support the
appropriate user flows. Evaluate the views in the context of how an end user will use them, and
then you can determine where to place each new data field. The current Best Practice views
assume that the user will start entering data in the fields from top to bottom in the left column and
then move to the right column to enter any other data that needs to be captured.
The BMC Remedy ITSM applications display only data that is required most of the time in the main
views. If data is required only for some specific supporting actions, that data is moved to a
separate dialog and is accessed via the navigation bar on the left side of the form.
Recommendations for customizing forms in BMC Remedy OnDemand and BMC Remedy
ITSM
BMC recommends that you use the following approach for making customizations to forms:
1. Instead of changing colors, backgrounds, and images directly in the view, leverage the BMC
Remedy AR System Skins feature. With the Skins feature, you use the Skins form to add
data to reference the views where you want to change the color or images or add a new
color or image. These changes do not affect the form definition itself, so all of these changes
are backward compatible. For more information on the Skins feature, see Applying skins to
form views.
2. Always make changes using an overlay of the form and view.
3. Use the overlaid view in your workflow. Because the BMC Remedy AR System server uses
the view name as a unique identifier, the original view name must be used to ensure that
workflow is not broken.
You can always go back to the original view provided with the application by disabling or deleting
your overlay.
When updating views, ensure that you display only the required fields on a view. BMC Remedy AR
System does not require that a field be displayed on a view for it to be accessible via workflow. If
you have a field that is there only to support referencing other data, you do not have to display the
field in any views.
In the BMC Remedy AR System view structure, each language has its own separate view on a
form. If the change that you make must be displayed in multiple languages, you must make the
same change for each of the views that represent each individual language, using the steps
already given.
Customized BMC Remedy ITSM buttons

A button is a type of field that you can add to a form. The same issues concerning field IDs and
views also apply to buttons. The main reason to add a button is for workflow navigation to other
forms or to enable the form to pull data into it through the use of the new button.

When adding a new button, evaluate the functionality provided by the button and determine the
most appropriate place to put the button on an existing view. If the functionality will be used
infrequently, you can add a link in the left navigation bar instead of adding a button. The navigation
bar enables you to add the functionality without cluttering the view itself.
Recommendation
When adding buttons, use the same field ID structure that is recommended for fields.
Also, if you have the same functionality on many forms, ensure that you leverage the
same field ID for all the buttons across all of the forms so that they can share the
workflow.
Customized BMC Remedy ITSM tooltips

Tooltips display information when a user hovers over a field or row in a table. For example, tooltips
in the BMC Remedy ITSM applications can include information about the people related to the
form, such as the requester, customer, or assignee. They can also display data when the user
hovers over a row in a table; for example, the relationships table in BMC Remedy ITSM provides
record details when you hover over the rows.
Recommendation
You can change the information in a tooltip; however, the data that you add to a tooltip
must exist on the current form. The reason is that pulling data each time you display a
tooltip results in performance issues from calls to the database, which should be avoided.
Instead, BMC recommends that you provide the data as a hidden column in a table field
and display the data from the table only when required. If the data is about a user, when
you retrieve the initial user information also retrieve all the other required information and
store it in hidden fields.
Customized BMC Remedy ITSM workflow

You can change the existing workflows or add new workflows and still ensure that the new or
modified workflows will work successfully with the applications.
Adding a new workflow (see page 1895)

Recommendations for customizing workflow in BMC Remedy OnDemand and BMC
Remedy ITSM (see page 1896)
Updating existing processes (see page 1897)
Adding a new workflow

You can add a new workflow to extend the functionality of an application. However, that workflow
needs to be built so that it does not affect the primary flow of the application. Examples of
workflows that you can add that would not affect the processing of an application include:
Client-side workflow (active links) that provides for navigation to other forms or displays
lookups to select data that is pulled into the existing form
Server-side business logic (filters) that perform the following operations:
Validation of data in new fields that have been added
Additional notifications (either as integration points to the BMC Remedy ITSM
Notification Engine or as separate BMC Remedy Action Request System
notifications)
Pushing data into other forms that have been added
Tip
The Notification Engine provides a back-end workflow model for defining

which notifications should be sent, based on events in the application. For
further information about the BMC Remedy ITSM Notification Engine, see
Notification Engine (see page 118).
Setting data from newly added forms into fields that have been added
Server-side Escalation Logic, which enables data to be polled periodically and permits
actions to be performed on this data. You can add this functionality to new forms, but use
caution when you are adding it to existing forms because it might impact system
performance.
Menu Objects, which you can add to fields to enable the lookup of data to populate fields. If
you define a menu as a type-ahead menu, it will show values based on the data being
entered in the field. However, use this option sparingly to avoid performance impacts on the
form.
Recommendations for customizing workflow in BMC Remedy OnDemand and BMC Remedy
ITSM
Ensure that existing optional processes are not changed to required processes, because this will
affect existing integrations that do not expect required functionality. To ensure that you are not
affecting other workflows, BMC recommends that you leverage the BMC Remedy AR System
functionality that shows the workflow that is associated with a field. This will enable you to see
which functions are affected by populating a specific field with data.
After you have ensured that your new workflow will not affect existing functionality, build and test
your new workflow. Provide a name for your workflow that identifies it as your new workflow. BMC
recommends that you add a new or modified identifier to the name of your object as either a prefix

or suffix. This will ensure that the workflow is not overwritten during an upgrade. Also, it will enable
you to see which workflow is added or modified. Adding comments to the Change History tab for
the workflow object will also track changes made to the workflow. The following information shows
an example of how to document workflow changes.
Sample customer document
If changes are required to out-of-the-box workflow to support your customizations, use overlays to
make changes to the BMC Remedy AR System workflow objects. This will ensure that these
changes are preserved after an upgrade. If you want to revert back to the original functionality of
the application, you will disable or remove the overlay for these objects.
Updating existing processes
This information discusses how to update existing application processes.
Status
The status workflow provides functionality that is critical to the running of the applications. Status
drives the process flows for the applications. The applications have a specific field that drives
status flows (for example, see the Status field in the Incident Request window for BMC Service
Desk: Incident Management that follows). Typically, this is Field ID 7, except for BMC Change
Management, which has a different field ID so it can have more controllable status transitions. The
following information describes:
The status components that cannot be changed due to their involvement in processing
applications
The functionality that you can change and how you can implement these changes

Because status values and basic flows are integral to the processing of applications, you cannot
change the workflow that controls these areas. However, you can customize other areas to extend
the functionality of applications, and in the case of BMC Change Management, you can control the
process flow via data.
Updating change status transitions
You can access the data-driven model for status transitions for BMC Change Management and
Release Management via the Process Flow Configuration window. This window enables you to
change how a change record moves between the existing status values. It also controls the status
values that appear in the Status menu so that just the values for appropriate transitions apply for
the current state. Transitions are managed via data, so no changes to code are required to
manage status flow changes. For more information, see Change status transitions - Draft to
complete with task phase management enabled.
Process Flow Configuration window

Updating status reason
The status reason is a value that is contextual to the current status. You can extend this field is to
provide some additional information for the current status or provide a way to trigger workflows
from a function that occurs during the specific status.
Components on the back-end include base workflow functionality, data, and an enumerated field
that drives the status reason. You can add values for additional status reasons, but BMC does not
recommend it because you would need to make additional changes to the selection fields.
If you make changes, you must perform the following actions:
1. Update the data in the SYS:Status Reason Menu Items form (shown in the following
window) to add the additional values for the menu. These items will be based on the value
of the current status.

2. Update the enumerated Status_Reason field (Field ID 1000000150) to add the new value.
Use the same enumeration as you did when you created the data record. Add a value that
is an odd number so that it is not impacted by future upgrades.
3. Ensure that the changes to this field are done on the HPD:IncidentInterface_Create form
and the appropriate forms for data loads for each application that you are changing.
Customized BMC Remedy ITSM table columns

Table fields enable users to view specific fields and requests from another (supporting) form or
from the original form in a spreadsheet format.
Each column title in the table field represents a field from the supporting form, and each row
represents an entry from the supporting form. If new entries are made to the supporting form, the
user will see them when the table is refreshed. For more information, see Table fields.
You can add data from a form that is referenced from a table field. You might want to do this to
enable the data to be seen in the table, or you might want to use the data in your workflow.
In order to customize a table's columns, you must create overlays of the BMC Remedy AR System
form and view that the table's fields reside on.
When adding columns, remember that these columns have field IDs and must be added using the
field ID recommendations (see page 1891). Also, follow the naming conventions discussed in User
interface objects (see page 1849) to avoid conflicts with column names added by BMC.
There are various reasons for adding table columns. If you want to make the data visible to the end
user, make sure that the table column is visible and in a position that makes sense for a end user
to see. If you are leveraging this data for workflow, make sure that the table columns are hidden.

Recommendation
The most efficient way to retrieve data from a table is to include it in the table field and not
build additional workflow to obtain the field. This makes the workflow much more efficient.
This is important in tooltips (see page 1895). Use hidden table columns to show data in a
tooltip because they reduce the calls back to the system to retrieve record data that you
are already displaying.
Customized BMC Remedy ITSM foundation

The BMC Remedy ITSM foundation contains all of the common data structures that are used
across the BMC Remedy ITSM applications. These include:
Operational categorization and product categorization (see page 1901)

Company Information (see page 1902)
Assignment routing (see page 1902)
Approval routing (see page 1902)
Operational categorization and product categorization

Operational categorization is a structure that is leveraged by the BMC Remedy ITSM applications
to define what happens in a record. Product categorization is a structure that is leveraged by BMC
Remedy ITSM and BMC Atrium CMDB to categorize the configuration items (CIs). Both of these
structures are used extensively within BMC Remedy ITSM to perform a number of functions such
as:
Assignment routing
Approval routing
Incident matching lookups
Reports and queries
Change process management
Relationship lookups
Any changes that are made to these structures have a ripple effect across all BMC Remedy ITSM
applications and BMC Atrium CMDB, so BMC does not recommend changing these structures.
These structures can work with each other to help drive the processes listed, so often you will find
that designing both operational and product categorizations appropriately provides the required
functionality. Examples of how to define effective categorizations are provided out-of-the-box.

Company Information
The company structure determines how multi-tenancy is used within the applications. Do not
change the workflow around how multi-tenancy is implemented in the applications, because it
would have a ripple effect across all applications.
People information
The People Information form is a key structure for providing information about other structures
within the application. The following functions are driven by the People Information form:
Application permissions
Authentication
Notification subscriptions
Support group relationships
You can can add new fields and buttons to this form, but be aware that the people form also has a
built-in model for adding additional variables data. This functionality lets you add name or value
part data sets, which will be related to the people record. If all you require is information to be
visible on the record, this might be the easiest way. Reporting this information is not easy so the
decision to add new fields or to use this functionality should be based on whether you want to
report on the data and whether you would want to pull this data into other forms. If you want to pull
data into other forms, add the field directly to the form, because this will work better from a
performance standpoint.
Assignment routing
The assignment routing forms provide the following functions:
Select a support group upon submitting a record

Provide data to the BMC Remedy Assignment Engine that assigns an individual to the
record that uses assignment rules
This functionality is tightly integrated across BMC Remedy ITSM. The typical customization is to
add a field to use the mappings for an application to pick a support group. To add this type of
functionality, you must:
1. Add the appropriate data to your main form (for example, HPD:Help Desk).
2. Add the appropriate data to the Assignment Mapping form.
3. Extend the support group lookup workflow and menus to make use of this additional field in
the qualifications.
Approval routing
The approval routing functionality is leveraged by BMC Service Request Management, BMC
Change Management, and BMC Asset Management to assign the appropriate approvers to the
record. The following components are leveraged by approvals:

Approval process lookups

Mappings for level or management of approval chains
Tip
An approval chain connects different kinds of approval processes together so that

they occur in sequence.
Approval rules in the BMC Remedy Approval Server
In addition, BMC Service Request Management enables to you build custom approval chains. This
functionality is data driven and enables you to take advantage of any fields on the form to link an
approval process to a request.
You can add a new fields to a mapping for selecting an approval process or add an additional field
to look up individual approvers, but make these changes with care.
To extend the process selection process in BMC Service Request Management, use the approval
chain functionality, which is data driven and automatically generates the appropriate workflow to
link the approval process based on the required data. For more information, see Configuring
custom approval chains.
For BMC Change Management and BMC Asset Management, you must make some changes to
the workflow and forms. You must add your new fields to the Approval Process Form and then you
will need to change the approval process workflow to look up the process based on that data.
To add a new field for individual approvers lookup:
1. Add the field to the approval mapping form.

2. Pull the field into the appropriate join forms.
3. Update the appropriate approval rules in the BMC Remedy Approval Server.
Customized BMC Remedy ITSM relationships

One of the key structures used to link BMC Remedy ITSM applications is the application
relationship model. You can use the relationship module to search for relationships and display the
relationships in a table. From the table you can then perform actions on the data via Quick Actions
forms.
Adding new relationships requires you to make some changes to the data and certain selection
fields to support the display of the new relationship type in different languages. Such changes are
not recommended.

You can easily change the Quick Actions section of a relationship, however, by adding some
configuration data and workflow, which triggers the configuration data to perform an action on the
selected item in the table.
To make changes to the Quick Actions forms
1. Extend the data in the SYS:Request Type Action Lookup form:

a. Define the Association Type as ALL, which means that it appears for all associations.
b. For the Request Type Action, enter the name of the action to appear in the menu.
c. For the Associated On Form Name, enter the name of the form on which you are
working.
d. For the Request Type, enter the object to which you are linking.
2. Add the workflow in the Quick Actions execute field that will trigger based on the selected
request type.
Customized BMC Remedy ITSM work logs

Work logs track the changes that have happened for a record. The work log is composed of text
fields that hold the information, attachment fields to support attachments, and a type field that
represents the type of captured information.
Incident Work Info window

On the Work Info window, you can customize the Work Info Type field to add new values. New
values that you add should be odd numbers so they do not conflict with future values that BMC
might add. Do not remove an out-of-the-box Work Info Type values because their removal might
cause upgrade problems.
Customized BMC Remedy ITSM process flow bar

The process flow bar is the area at the top of the main process screen that shows the overall
process involved for a particular application. At each stage of the process, a number of available
actions can occur for each process state.
You can customize the process flow bar to extend the actions that can occur for any individual
process state. You cannot customize the process flow stages. For example, if you wanted to add a
new value to the "Investigation and Diagnosis" stage of an incident, you could add a new action to
appear on the drop-down menu via configuration data in the system, and then add your own Active
Link workflow that would be triggered based on the selected data.
Customized BMC Remedy ITSM notifications

Notifications in the BMC Remedy ITSM applications are managed by a dedicated subsystem that
sends out notifications. This subsystem enables you to use configuration data to determine which
notifications are sent out for a user. You can access this information through the user's people
profile record. You can also use data to configure the text of the messages that are sent out.

You can add new notifications by performing the following actions:
Adding configuration data to define the notifications so that they are displayed in the
notification registration interface
Adding workflow that passes the notification information into the BMC Remedy ITSM
Notification Engine
Note
BMC does not recommend making changes to the out-of-the-box notification workflow
because the changes might affect the processing of the applications. Instead, add new
notifications that support your notification functionality changes, and unsubscribe users
from the old notifications. This helps you to preserve notification functionality during an
upgrade.
Email support
The BMC Remedy ITSM Notification Engine uses the BMC Remedy Email Engine as the
mechanism to send out email notifications. The Configuring the Email Rule Engine topic describes
how to configure your system for email notifications.
Extending the Overview console

This section describes how to add columns to, or "extend", the Overview console. It also describes
how to add information from additional request forms. When extending the Overview console to
include additional requests, you might need to perform additional customizations to complete the
process. This section covers only the addition of request forms from a data perspective and does
not include the customization of workflow.
Note
If you are upgrading from a customized ARDBC Overview console implementation of the
Overview console, the existing overlaid z2TH_ConsolidateTable1 table will still be
configured to use the SHR:ARDBC_OverviewConsole form. The steps contained in this
section can be used to prepare the database union structure in the back end, and after
that is complete, the table can be reconfigured to use the SHR:Union_OverviewConsole
form to complete the implementation.
Configuration forms used when extending the Overview console (see page 1907)
Adding a column to the Overview console (see page 1909)

Adding requests to existing Overview console columns (see page 1914)
Configuration forms used when extending the Overview

console
This topic provides information about the Overview console configuration forms that you use when
extending the Overview console. These forms are available only to users with Administrator
permissions and must be opened using the direct URL through BMC Remedy Mid Tier.
The following table lists the forms and their purpose:
Overview console configuration forms
Form name Purpose
SHR:Union_DataSource_UsedBy Define the implementation area
SHR:Union_DataSource_Forms Define the source data forms
SHR:Union_DataSource_Fields Define the union fields that appear in the AR View Form
SHR:Union_DataSource_FieldMappings Define how the source fields map to the union fields
SHR:Union_ConfigurationConsole Used to view the configuration and build or rebuild the database union structure
SHR:Union_OverviewConsole View form that points to the union view within the database
If you are including a selection field that will contain different enumerated values across the various
source forms or request types, you must create a consolidated list of the values. For more
information, see Adding new values to the overlay (see page 1917).
For example, the following table shows how to map the Status Values (Field ID 7) from different
request forms to the ConsolidatedStatus field, which is displayed on the Overview console. The
matching consolidated status values appear in a list following the table.
Example source forms and status values
Source form Enumerated values with their ID
HPD:Help Desk New (0)

Assigned (1)
In Progress (2)
Pending (3)
Resolved (4)
Closed (5)
Cancelled (6)
PBM:Problem Investigation Draft (0)

Under Review (1)
Request For Authorization (2)
Assigned (3)
Under Investigation (4)
Pending (5)
Completed (6)

Source form Enumerated values with their ID
Rejected (7)
Closed (8)
Cancelled (9)
CHG:Infrastructure Change Draft (0)

Request For Change (2)
Planning In Progress (3)
Scheduled For Review (4)
Scheduled For Approval (5)
Scheduled (6)
Implementation In Progress (7)
Pending (8)
Rejected (9)
Completed (10)
Closed (11)
Cancelled (12)
XYZ:CustomForm New (0)

Custom Status A (1)
Custom Status B (2)
Custom Status C (3)
Closed (4)
The following list shows the consolidated status values that match the enumerated values shown in
the preceding table:
Draft (1000)
Under Review (3000)
New (6000)
Assigned (8000)
Request For Change (9000)
Planning In Progress (10000)
Scheduled For Review (11000)
Scheduled For Approval (12000)
Scheduled (14000)
Implementation In Progress (15000)
Under Investigation (17000)
In Progress (18000)
Pending (19000)
Resolved (25000)
Completed (27000)
Rejected (28000)
Closed (32000)
Cancelled (33000)
Custom Status A (90001)
Custom Status B (90003)

Custom Status C (90005)
Note
If the value already exists in the ConsolidatedStatus field, you do not need to add it again.
If you are adding the custom values to the field, use odd-numbered IDs to reduce the
chance of interfering with subsequent upgrades, which use even-numbered IDs.
Adding a column to the Overview console

After you determine which field or value to include on the Overview console, use the procedures in
this section to add a corresponding column to the Overview console.
As an example, these procedures add the Custom Character field (Field ID: 536870913) and the
Custom Selection field (Field ID: 536870914) from various request forms. In the example, the
Custom Selection field enumerated values are the same across the different source forms and do
not require enumerated value conversion.
Note
You can map different fields or values into the same column, but the data types of the
fields must be the same as the union field. If you specify a selection field, the values on
each request form must match; otherwise, you must create a selection field with a
consolidated list of values and use the Convert Enumerated Values option when you
define the union field. For more information, see Adding additional requests to existing
Overview console columns (see page 1914).
Perform the following procedures in the order indicated by the list:
Creating configuration data for union fields (see page 1909)

Creating mappings (see page 1911)
Building the database union structure (see page 1912)
Adding new fields to the overlay (see page 1912)
Adding new columns to the table in the overlay (see page 1913)
Viewing changes on the Overview console (see page 1914)
Creating configuration data for union fields

In this procedure, you create the configuration data for the Custom Character Field union field. You
also create configuration data for the Custom Selection Field union field.

To define configuration data
1. Open the SHR:Union_DataSource_Fields form in New mode.

2. From the Implementation Area menu, select Overview console.
3. In the Union Field Name field, type the name of the custom character field — for example,
CUSTOM_CHAR_FIELD.
Notes
In IBM DB2 environments, you must type the name in uppercase

characters.
The Union Field DataType field is blank. The system populates this field
later.
4. (Optional) Provide a value for the Union Default Value field.

This field is used by the system when a mapping is not found. Use single quotation marks to
specify a default value that is a string — for example, 'N/A'.
Note
If you specify a value in the Union Default Value field, depending on your
customizations, you might need additional workflow or need to customize existing
workflow.
If the values that you are mapping come from a selection field, you can convert the
enumerated values to match those values specified in a consolidated version of
the field.
In the example used in this topic, you do not need to set this value to Yes. For
more information, see Adding additional requests to existing Overview console
columns (see page 1914).
5. Use the Status field to set the status.

The default status value is Enabled. If you must exclude a column at a later time, but you
want to keep it in the system, set the status to Offline. All records associated with Union field
records with a status of Offline (for example, field mappings) are ignored when the database
union structure is built.
Note
Do not change the default Record Type value, Custom. This value indicates that
this record was added as a customization.

6. Repeat this procedure, specifying CUSTOM_SELECTION_FIELD as the Union Field Name

value in step 3.

Creating mappings (see page 1911)
Creating mappings
After you create the union field configuration data (see page 1909), create the mappings between
the source forms and the union field. You repeat this procedure to create mappings for each of the
source forms that you are using.
To create mappings
1. Open the SHR:Union_DataSource_FieldMappings form in New mode.

2. From the Implementation Area menu, select Overview Console.
3. In the Source Form field, select the source form — for example, HPD:Help Desk.
4. From the Select Source Field menu, select Custom Character Field.
Note
To ensure that you selected the correct field, verify that the source field ID
matches the field name. The source field ID is used when building or rebuilding the
union structure. If you select an incorrect source field, use the Select Source Field
menu to select another field to populate the associated source field information.
5. Using the Union Field Name menu, specify the CUSTOM_CHAR_FIELD for the union field
name.
The default status value is Enabled. If you must exclude a mapping at a later time, but you
want to keep it in the system, set the status to Offline. Offline mappings are ignored when
the database union structure is built.
Note
7. Repeat this procedure, selecting Custom Selection Field as the source field in step 4, and
CUSTOM_SELECTION_FIELD as the value for the Union Field Name field in step 5.


Building the database union structure (see page 1912)
Building the database union structure

After you create mappings (see page 1911), you build the database union structure.
To build the database union structure
1. Open the SHR:Union_ConfigurationConsole form either in Search mode or New mode.

2. From the Implementation Area menu, select Overview Console.
Tip
If you change the mappings or any other configuration records and need to refresh
the information displayed in the SHR:Union_ConfigurationConsole tables, reselect
the Implementation Area menu.
3. Click Build/Rebuild Database Union Structure.

This action removes the previous database union structure and replaces it with the new
union fields and mappings.
Note
If you include union fields or mappings that require enumerated value conversion,
you must set the Bypass Enum Value Conversion flag to Yes until you create the
corresponding Enum field on the AR View form. The AR View form contains the
consolidated list of enumerated values, in this example, the SHR:
Union_OverviewConsole form. For more information, see Adding requests to
existing Overview console columns (see page 1914).

When a message informs you that the build of the database union structure is complete, perform
the procedure described in Adding new fields to the overlay (see page 1912).
Adding new fields to the overlay

After you build the database union structure (see page 1912), you add any new fields to the SHR:
Union_OverviewConsole overlay.
To add new fields to the overlay
1. Open BMC Remedy Developer Studio in Best Practice Customization mode.

2. In the Form list, locate the SHR:Union_OverviewConsole form.
3.
3. If an overlay has not yet been created for the form, right-click the form name in the list and
select Create Overlay.
The form opens automatically.
4. If you did not create the overlay in the preceding step, double-click the form name in the
Form list to open it.
5. In the view that you are customizing, select Create View Overlay from the Form menu.
6. If you need to include a new custom field on the form, copy the field from the source field
into the overlay.
7. Position the field in the view.
Note
This is a back-end form and is not visible to end users.
8. On the Properties tab, change the View Information attributes of each field to match the
union field — for example, CUSTOM_CHAR_FIELD and CUSTOM_SELECTION_FIELD.
9. If the field ID number is within the reserved range of field ID numbers, change the field ID
number.
10. If the fields that you are copying come from the base layer (that is, they are out-of-the-box
fields), modify the database name to include a prefix or suffix to ensure that the name does
not conflict with any out-of-the-box fields that might be added by subsequent system
upgrades.
11. In a localized environment, if you are implementing selection fields, ensure that the localized
alias values are set as required.
12. Modify the additional field attributes, permissions, and so on, as required.
13. Save the form.

Adding new columns to the table in the overlay (see page 1913)
Adding new columns to the table in the overlay

After you add new fields to the overlay (see page 1912), you add any new columns to the SHR:
OverviewConsole table in the overlay.
To add new columns to the table in the overlay

2. In the Form list, locate the SHR:OverviewConsole form.
3. If an overlay has not yet been created for the form, right-click the form name in the Form list
and select Create Overlay.
The form opens automatically
5.
Note
To show the columns on the Home page as well as on the main Overview console,
which is located under Foundation Elements, you must overlay the Default User
View and the Overview Homepage Content view (and any localized views that
must be included).
6. Locate the z2TH_ConsolidateTable1 table field (Field ID: 301444200), right-click the table,
7. In the table Properties tab, change the Others > Overlay Type value to Overwrite, and then
save the form.
8. In the table Properties, click the Tree/Table Property attribute box to open the Tree/Table
Property dialog box.
9. In the Fields from Remote Form SHR:Union_OverviewConsole and Local Form SHR:
OverviewConsole list, select the fields you need to add and then click the arrow (>) to add
them to the Table Columns list.
Note
If you have created the overlay views for all applicable views, you can select the
Add columns to table in overlay views only option and click OK. Alternatively, you
can select the Add columns to table in all views option to create overlays on all of
the views and include the new column.
10. Modify any additional field attributes, permissions, and so on, for the new column as
required.
11. Save the form.

Viewing changes on the Overview console (see page 1914)
Viewing changes on the Overview console

To see the changes on the Overview console, flush the BMC Remedy Mid Tier cache.
Adding requests to existing Overview console columns

To add other custom requests to existing Overview console columns, you must determine which
forms to include and the data to show on the Overview console.

The following example shows how the fields on the hypothetical custom source form, XYZ:
CustomForm, map directly to the union fields and then, indirectly, to the Overview console table,
along with any additional considerations.
In this example, assume the following information:
Source Form: XYZ:CustomForm

Database View Name: XYZ_CustomForm
Example source form mappings

Source Union field mapping Overview Additional notes
form field console
mapping
Request ID ID Request If there is a user-facing ID different from the Request ID, map that
ID value here instead.
Request ID REQUESTID Not Required (must be unique across all request forms)
applicable
Assigned ASSIGNEE_GROUP Assignee None

Group Group
Assignee ASSIGNEE Assignee None
Create CREATE_DATE Submit None

Date Date
Priority PRIORITY Priority None
Short DESCRIPTION Summary None

Description
TicketType TICKETTYPE Request Add the ticket type enumerated value for the Custom form to the
Type TicketType field on SHR:Union_OverviewConsole view form
overlay. Ensure that the values or IDs on the source form match
the values or IDs on SHR:Union_OverviewConsole. Because this is
a linear selection field, you might need to make changes to the field
if a new ticket type is introduced in a later release.
Status CONSOLIDATEDSTATUS Status This requires enumerated value conversion, as well as additional
steps identified below if there are values that do not already exist in
the ConsolidatedStatus field.
InstanceId APPINSTANCEID instanceId None
Lookup LOOKUPKEYWORD Lookup The qualification building workflow can use this for inclusion of the
Keyword Keyword records on the Overview console.
Vendor VENDOR_ASSIGNEE_GROUP Not Required

Assignee applicable
Groups
Assignee ASSIGNEE_GROUPS Not Required

Groups applicable

Note
Review the Overview console workflow to identify references to the column values and to
ensure that the existing functionality works with the new request. This topic covers only
the steps to create the mappings to make the data is available; it does not consider any of
the workflow that might depend on those values.
To add additional requests to an existing Overview console, perform the following procedures in
the order indicated by the list:
Creating the source form record (see page 1916)

Creating mappings between source form and union fields (see page 1917)
Adding new values to the overlay (see page 1917)
Creating the database union structure (see page 1919)
Viewing records on the Overview console (see page 1919)

Creating the source form record (see page 1916)
Creating the source form record
1. Open the SHR:Union_DataSource_Forms form in New mode.

2. In the Implementation Area, select the Overview console.
3. From the Source Form menu, select XYZ:CustomForm.
4. Click inside the Database View Name field. It contains a suggested value based on the form
that you selected. If necessary, you can change the name. If you change the name, ensure
that it contains alphanumeric characters and underscores only.
The default status value is Enabled. To exclude a request at a later time, but keep it in the
system for use, change the status to Offline. All records associated with source form records
with a status of Offline (for example, field mappings) are ignored when the database union
structure is being built.
Note
6. Repeat this procedure for any additional source forms that you must add.

Creating mappings between source form and union fields (see page 1917)

Creating mappings between source form and union fields

After you define the source form record (see page 1916), you must create the mappings between
the source form and the union fields.
To create mappings between source forms and union fields
1. Open the SHR:Union_DataSource_FieldMappings form in New mode.

2. In the Implementation Area, select Overview console.
3. In the Source Form area, select XYZ:CustomForm.
4. From the Select Source Field menu, choose the source field request ID.
5. Verify that the source field ID is correct.
The system uses this ID to build the union structure.
Note
If you select an incorrect source field, use the Select Source Field menu to select
another field, which will populate the associated Source Field information.
6. From the Union Field Name menu, specify ID for the Union Field Name value.
The default status value is Enabled. If you must exclude a mapping at a later time, but you
want to keep it in the system, set the status to Offline. Offline mappings are ignored when
the database union structure is built.
Note
8. Repeat this procedure for the remaining mappings. In this example, use the information
specified in Example source form mappings (see page 1915).

Adding new values to the overlay (see page 1917)
Adding new values to the overlay

When you finish creating mappings between the source form and the union fields (see page 1917)
add the new values, as needed, to the SHR:Union_OverviewConsole overlay.
To add new values to the overlay

2.
2. In the Form list, locate the SHR:Union_OverviewConsole form.

3. If an overlay has not yet been created for the form, right-click the form name in the Form list
The form opens automatically.
6. Select ConsolidatedStatus (ID: 301569500).
7. Right-click ConsolidatedStatus and select Create Overlay.
8. Right-click ConsolidatedStatus and select Add Field To View Overlay.
9. On the Field Properties tab, change Others > Overlay Type to Others > Overwrite.
10. On the Field Properties tab, navigate to Attributes > Selections and add any missing
enumerated status values that are used in the Status field of the source form.
The Selection values must match the corresponding selection values from the source form
exactly. Also, the new IDs must be odd numbers, which prevents them from conflicting with
any out-of-the-box IDs introduced by subsequent upgrades.
For example, if the source form has the following status values, you need to perform the
following actions. This is an example; the information in the "Action needed" column is
hypothetical.
Status value and ID Action needed
New (0) None. The value, New, already exists with an ID of 6000.
Custom Status A (1) Add Custom Status A value or an alias with an ID of 90001.
Custom Status B (2) Add Custom Status B value or an alias with an ID of 90003.
Custom Status C (3) Add Custom Status C value or an alias with an ID of 90005.
Closed (4) None. The Closed value already exists with an ID of 32000.
11. If this work is being done in a localized environment, ensure that the localized alias values
(in the localized views) are correct.
12. Repeat steps 4 through 11 for TicketType (ID: 301626500) while adding the TicketType
value from the source form.
Note
Because the ticket type ID enumeration is linear, you must add it to the end of the
list of values. Ensure that the new Selection Value and ID match those of their
respective source forms. You might need to update this at a later time, if a new
TicketType value is introduced by subsequent upgrades.
13. Save the form.

Note
If you build the database union structure without the Bypass Enum Value Conversion
option before updating the view form with the Status values from the new request form,
the new selection values will not exist. A 48747 error message is generated. If you
receive this error message, confirm that all needed status values exist in the
ConsolidatedStatus field on the SHR:Union_OverviewConsole form and that they match
exactly.

Creating the database union structure (see page 1919)
Creating the database union structure

After you add new values to the overlay (see page 1917), you create the database union structure.
To create the database union structure
1. Open the SHR:Union_ConfigurationConsole form in Search mode or New mode.

2. From the Implementation Area menu, select Overview console.
Tip
If you change the mappings and need to refresh the information displayed in the
tables, reselect the Implementation Area menu.
3. Click Build/Rebuild Database Union Structure.

This action removes the previous database union structure and adds the new union field or
mappings to the new database union structure.

When the system notifies you that the database union structure build is complete, perform the
steps in Viewing records on the Overview console (see page 1919).
Viewing records on the Overview console

To show the records on the Overview console, the z2TH_ConsolidateTable1 (Field ID: 301444200)
table must have the qualification modified to include the new request form.
The following bullet points describe the most common methods for performing this task:
Customize the table field's qualification directly to include the request.

For example, change the qualification to EXTERNAL($z1D_ExternalQualString$) OR
('LookupKeyword' = "MAINXYZCUSTOM")

Customize the qualification building workflow to include the request in the

z1D_ExternalQualString qualification string. This qualification can be enhanced to
include the requests based on the filtering capabilities from the Overview console, or you
can add OR ('LookupKeyword' = "MAINXYZCUSTOM") when the qualification is being
built.
When you finish, ensure that you flush the BMC Remedy Mid Tier cache to see the new records.
Troubleshooting
This section provides resolutions to system issues that you might encounter when working with the
BMC Remedy ITSM suite.
Troubleshooting BMC Atrium Service Context (see page 1922)

Troubleshooting the Hub and Spoke capability (see page 1926)
Troubleshooting server group settings required for BMC SLM and Collectors (see page 1927)
Troubleshooting the installation (see page 1931)
Troubleshooting the multi-tenancy update (see page 1946)
Troubleshooting Process Designer (see page 1948)
Troubleshooting the Archiving process (see page 1950)
Troubleshooting the Overview console (see page 1951)
Working with error messages (see page 1951)
Working with logs (see page 1994)
BMC Remedy ITSM Maintenance tool (see page 2004)
Troubleshooting issues for BMC Remedy Smart Reporting user sync utility (see page 2006)
Tip
Knowledge-based articles can also provide troubleshooting information. Authorized users

can log in to the BMC Knowledge Base and perform a search for articles.
Troubleshooting BMC Remedy Action Request

System components
Note

The links in the following table take you to the BMC Remedy Action Request System
documentation space.
This section provides information about responding to errors caused by failed processes, and fine
tuning your BMC Remedy AR System installation.
Goal Reference
Collate information about BMC Remedy AR System components before you contact Gathering information for support
BMC Customer Support.
Use the various tools provided by BMC Remedy AR System to collect diagnostics Collecting diagnostics
such as:
version information
database consistency
server statistics
cache load tracking
Use the files and forms created by BMC Remedy AR System to identify issues with Troubleshooting BMC Remedy AR
installing, migrating, and upgrading. System installation, migration, or
upgrade
Interpret errors and warning messages to identify and resolve the cause of an error. BMC Remedy AR System diagnostic
messages
Configure logging for BMC Remedy AR System and the following components: Enabling logs
BMC Remedy Mid Tier

BMC Remedy Distributed Server Option (DSO)
BMC Remedy Email Engine
Understand the logging options provided by BMC Remedy AR System to verify the Working with logs
operations being performed and identify the operations that cause an error.
Activate logging to debug workflow and Identify errors in various logs such as server Analyzing logs
error log and DSO logs.
Locate error message descriptions and possible workarounds. Working with error messages
Search the BMC Knowledge Base on the BMC Support Central website, which Searching the Knowledge Base
contains solutions to known problems and common questions.
Analyze and troubleshoot performance issues. Troubleshooting BMC Remedy AR

System performance issues
Resolve issues with missing DLL files. Troubleshooting server processes on

Windows
Understand Full Text Search (FTS) and SQL logging to troubleshoot Full Text Index. Troubleshooting full text search
Identify various plug-in related issues and perform checks to resolve them. Troubleshooting plug-in issues
Understand the files and directories to use while troubleshooting issues with BMC Troubleshooting BMC Remedy Email
Remedy Email Engine. Engine
Troubleshooting BMC Remedy Mid Tier

Goal Reference
Troubleshoot mid tier issues such as out-of-memory exceptions and attachment

issues.
Understand BMC Remedy Approval Server configuration file settings, and identify and Troubleshooting BMC Remedy Approval
resolve approval server issues. Server
Identify BMC Remedy Developer Studio limitations and understand the Preferences Troubleshooting BMC Remedy
tab. Developer Studio issues
Use the environment variable DEBUG_JIT to resolve BMC Remedy Data Import Tool Troubleshooting BMC Remedy Data
installation issues. Import installation issues
Test a flashboard and resolve common issues with BMC Remedy Flashboards. Troubleshooting BMC Remedy
Flashboards
Identify components to use while troubleshooting Java based encryption. Troubleshooting encryption security
Troubleshoot common issues with BMC Atrium CMDB Troubleshooting issues with BMC
Atrium CMDB
Set up alerts and alert logging to diagnose problems with alert activity. Troubleshooting alert activity
Locate the issues and possible resolutions for BMC Remedy SNMP Agent related Troubleshooting BMC Remedy SNMP
issues. Agent
Troubleshoot Distributed Server Option errors and performance issues Troubleshooting BMC Remedy
Distributed Server Option
Understand the files for BMC Remedy Assignment Engine files and configure its Troubleshooting BMC Remedy
classic version Assignment Engine
Troubleshoot issues that you encounter while installing, integrating, and working with Troubleshooting BMC Remedy Single
BMC Remedy Single Sign-On Sign-On issues
Troubleshooting BMC Atrium Service Context

The Service Context Web Service adapters provide a common interface for the BMC Atrium
Service Context feature to talk to various content providers (ITSM, SRM, and so on). A provider is
called by the Atrium Service Context plug-in; the provider then talks to its specific application and
returns the requested data back to BMC Atrium Core. Each provider registers its Web Service
location (WSDL) in the UDDI registry. The Atrium plug-in is then able to detect what providers are
available, and call each provider to get information.
Note
A UDDI Server must be configured with the BMC Remedy AR System installation. You
can check this by navigating to the WS Registry Integration tab on the Server Information
form. In this tab, you should see your configured Registry Location along with the
Registry Admin User and Password.

If you have problems (for example, you cannot see the BMC IT Service Management attributes
(see page )), try the following troubleshooting tips.
#To verify that the BMC Atrium Web Services Registry is properly configured (see page 1923)
#To verify the Web Services are registered correctly in the UDDI (see page 1923)
#To verify that the Adapter is published in the UDDI Registry (see page 1924)
#To configure BMC Atrium Single Sign-On if the IT Service Management attributes are not
displayed (see page 1924)
To verify that the BMC Atrium Web Services Registry is

properly configured
Make sure that you have a valid configured server for the UDDI registry. You sometimes encounter
problems with Fully Qualified Domain Names (FQDNs).
1. Open the BMC Remedy AR System Administration Console.

2. Open the Server Information window.
3. Click the WS Registry Information tab.
4. To verify that there is a valid configured server, open the URL from in the Registry Location
field, and validate that it opens the UDDI console.
If the URL does not work, make sure that the domain name is qualified correctly.
5. If you update the Registry Location, click Update Registry.
6. Set Flush Web Service End Point Cache to Yes.
7. Click OK.
To verify the Web Services are registered correctly in the UDDI

Each provider must register itself inside the UDDI registry. For BMC Remedy AR System providers
(for example, BMC IT Service Management, SRM, or SLM) the registration is done through the AR
System Web Service Registry form. This allows the administrator to easily add and update entries
to the UDDI server.

During the BMC IT Service Management installation, a record for the Service Context feature is
created (even if the administrator chooses not to configure Service Context at install time). This
allows the user to easily configure Service Context any time after installation.
1. Open the AR System Web Services Registry form from the BMC Remedy AR System
Administration Console (System > General > Web Services Registry).
2. Search for the record where Business Name is set to BMC and Application Name is set to
ITSM.
3. Make sure that Registration Status is set to Registered.
4. Copy the End Point URL.
5. Log on to the computer where the AR System server is installed.
6. Paste the URL into a web browser.
You should be able to open the web service without errors.
To verify that the Adapter is published in the UDDI Registry

1. Open the AR System Web Services Registry Query form from the BMC Remedy AR System
Administration Console (System > General > Web Services Registry Query).
2. Search for the record where Business Name is set to BMC and Application Name is set to
ITSM.
3. Make sure that the WSDL URL and End Point URL are present.
If the record does not exist or the URLs are not present, you must register them in the UDDI
(see page 1923).
To configure BMC Atrium Single Sign-On if the IT Service

Management attributes are not displayed
If you implemented BMC Atrium Single Sign-On and the IT Service Management attributes are not
displayed in the Service Context Administration window, it is possible that the Not Enforced URI
Processing list is not configured properly. You must add the web services URI to the not-enforced
list.

You can verify if BMC Atrium Single Sign-On is correctly configured by copying and pasting the
End Point URL into a web browser on the computer where the AR System server is installed. You
should not be forced to log on to view the web service.
If you are forced to log on, then perform the following steps:
1. Navigate to Start > All Programs > BMC Software > BMC Atrium SSO > Administrator to
open the BMC Atrium SSO Admin Console.
2. Edit the mid tier agent and add /arsys/services/ to the Not Enforced URI Processing*
list. For more information about editing agents on BMC Atrium Single Sign-On, see
Administering for the applicable BMC Atrium Single Sign-On version.
3. Restart the BMC Atrium SSO Tomcat service.
4. Restart the AR System server.
5. Restart the Mid Tier.
The IT Service Management attributes should now be correctly displayed.
Note
If you manually integrated BMC Atrium Single Sign-On, make sure that the /arsys
/services/* value is present in the not-enforced.txt file on the Mid Tier computer. For more
information, see:
Installing BMC Atrium Single Sign-On with the AR System server and Mid Tier
Manually configuring mid tier for BMC Atrium Single Sign-On user authentication.

Troubleshooting the Hub and Spoke capability

This section describes some of the issues you might encounter with the hub and spoke capability
and suggests possible causes:
Specified plug-in does not exist, DSO.FILTERCONFIGURATION (see page 1926)

Hub and spoke registration form does not auto-populate with data (see page 1926)
AR System Key Map contains no records for the hub or spoke servers (see page 1926)
HTTPS warning message in browser (ARWARN 9508) (see page 1927)
Specified plug-in does not exist, DSO.

FILTERCONFIGURATION
If you encounter the following error message while registering a spoke server, ensure that the
Distributed Server Option (DSO) service is running on the hub server:
ARERR 8755 The specified plug-in does not exist. : DSO.

FILTERCONFIGURATION
For information about implementing the DSO service, see Setting up DSO to synchronize data
across multiple AR System servers.
Hub and spoke registration form does not auto-populate with

data
If you successfully register a spoke server from a hub server, but the Hub and Spoke Registration
form on the related spoke server did not auto-populated with the corresponding data, ensure that
the DSO service on the hub server can communicate with the spoke server.
AR System Key Map contains no records for the hub or spoke

servers
If you open the AR System Key Map form on the hub server after successfully entering the web
path information on a spoke server, but the form does not contain a record for the spoke server,
ensure that the DSO service on the spoke server can communicate with the hub server.

HTTPS warning message in browser (ARWARN 9508)

By default, the BMC Remedy IT Service Management applications used for the Hub and Spoke
capability are not set up to use the Hypertext Transfer Protocol Secure (HTTPS) protocol when
communicating with the BMC Remedy Mid Tier server.
Recommendation
Set up all hub and spoke connections to the mid tier server using the HTTPS protocol. If
you do not, each time a user opens a spoke record on the hub server, the following
message appears in the browser window:
For enhanced security, BMC advises using HTTPS protocol for the
current mid tier server and for Web Path of the remote server
<serverName> (ARWARN 9508)
Troubleshooting server group settings required

for BMC SLM and Collectors
The following section describes how to troubleshoot server group settings that are required for
BMC SLM and Collectors.
Problem (Microsoft Windows and UNIX) (see page )

Solution (see page )
To re-evaluate BRIE errors (see page )
To update the server group configuration (see page )
Problem (Microsoft Windows and UNIX)

There are Business Rules Engine (BRIE) errors reported to the arerror.log file during the build of
service targets, as well as BRIE errors being reported to the arerror.log file at startup and when
there is no BRIE server activity other than normal polling action.
Sometimes these errors include ARERR 92 and ARERR 94 (database time-out) errors, ARERR 93
(busy server) errors, and ARAPPERR 4502 and ARAPPNOTE 4501 errors. One of the most
important is the confirmation of BRIE server termination (crash) and restart from review of the
entries in armonitor.log file.
For example:

ddd mmm xx hh:mm:ss yyyy BRIE : Operation cancelled due to error

(ARAPPERR 4502)
ddd mmm xx hh:mm:ss BRIE : Operation cancelled due to error
(ARAPPERR 4502) ddd mmm xx hh:mm:ss - -
ddd mmm xx hh:mm:ss BRIE : Timeout during database update – the
operation has been accepted by the server and will usually complete
successfully (<server>) ARERR - 92 ddd mmm xx hh:mm:ss BRIE : AR
System Application server terminated – fatal error encountered
(ARAPPNOTE 4501)
ddd mmm xx hh:mm:ss BRIE : Timeout during database query – consider
using more specific search criteria to narrow the results, and
retry the operation (ARERR 94) ddd mmm xx hh:mm:ss BRIE : <server>
Solution
The key concept with troubleshooting ARERR 92, 93, 94 errors for the BRIE server reported to
the arerror.log file is that the BRIE server is a client connection to the AR System server, and any
systemic issues which cause ARERR 92, 93, 94 errors for users accessing the system have a
similar impact on the BRIE server connection.
If these errors for the BRIE server in the arerror.log file are reported during the same time frame
that the user is reporting these same errors, they can be considered a symptom of underlying
system issues (for example, poor database performance, inadequate resources, and so on) rather
than a source of a problem. When this is the case, troubleshooting these errors requires that you
review the logs and system performance that these errors require.
Entries in arerror.log file which include ARERR 4502 errors indicate failure of a service target build.
However, not all service target build failures result in ARERR 4502 errors being generated to the
arerror.log file.
This section focuses on systemic problems that can impact the BRIE server when the server group
configuration is either incomplete or incorrect.
Tip
BMC recommends reviewing the current configuration of a server group implementation

to ensure that it is a robust and viable server group environment. Once you have verified
the server group implementation, you can re-evaluate the BRIE errors.
To re-evaluate BRIE errors

1. Restart all servers in the server group, Server-Group-Member: F.

Note
Restart the servers after you de-select the Server Group Member from the
Configuration tab on the Application Administration Console or by manually setting
the Server-Group-Member in the ar.cfg[conf] file. The next time you restart the AR
System server, it starts without being a member of a server group.
Note
BMC recommends that you run one ARServer at a time during maintenance to
prevent duplication of server group operations on the same database (for example,
escalations). The system runs with a single AR System server for the duration of
the maintenance period. However, this allows your production system to be online
as it may not be possible to temporarily shut down production for a maintenance
window.
For a robust server group configuration, the following entries are in the ar.cfg[conf]file for
each server in the server group:
Server-Name entry in common for all servers in server group
Server-Connect-Name as hostname (FQDN) of the server box where this member of
server group is running
Separate IP-Name entry for each of the following for every member in the server
group
hostname
FQDN
IP address
Note
For minimum server groups with two AR System servers, there are six IP-
Name entries in each ar.cfg[conf] file: IP-Name: hostnameServer1 P-Name:
FQDNServer1 IP-Name: IPAddressServer1 IP-Name: hostnameServer2 IP-
Name: FQDNServer2 IP-Name: IPAddressServer2
2. Enter the Domain-Name.

Typically, the value for Server-Name is the host name of the server machine where the AR
System server is running. The requirement to have a Server-Name entry is common for all
servers in a server group, as this default value is no longer suitable. Typically, the Server-
Nameentry is the name of the load balancer when load balancer is part of the environment.

Note
It is not a requirement to have a load balancer in order to configure server groups.
The value for the Server-Name entry is the alias for the AR System server group and can be
any value that is appropriate. The Server-Name alias must be resolvable in the environment
where each AR System server is running. You can verify this by using the ping utility.
To update the server group configuration

1. Update the ar.cfg file for the primary AR System server to temporarily disengage server
group functionality: Server-Group-Member: F
2. Add IP-Name entries to the ar.cfgfile for both AR System servers:
IP-Name: hostnameServer1
IP-Name: FQDNServer1
IP-Name: IPAddressServer1
IP-Name: hostnameServer2
IP-Name: FQDNServer2
IP-Name: IPAddressServer2
3. Shut down both primary and secondary AR System servers.
4. Restart the primary AR System server.
5. Verify the value for the Server-Group-Name on the Advanced tab in the Application
Administration Console (not required for AR System server 7.5 and later).
6. Update the ar.cfg[conf] file for the primary AR System server to engage server group
functionality: Server-Group-Member: T
7. Restart all AR System servers in the server group.
8. Verify the entries in the Server Group Operation Ranking form, specifically whether the
expected values are listed for Server field options. The expected values are a single option
for each server in the server group with values corresponding to the Server-Connect-Name
for that AR System server.
9. If the entries listed for Server field options in the Server Group Operation Ranking form are
as expected, then maintenance on server group configuration is complete. If the entries
listing for Serverfield are not what is expected, the following tasks are required:
a. Delete all entries in the form and re-enter them.
b. In some cases, it may be necessary to do some maintenance at the database level
and delete entries in the server group tables, but this should be done under the
supervision of technical support as changes at the database level are not supported.
If you need to update server group tables at the database level, provide output from
the following queries to technical support:
select * from servgrp_applic
select * from servgrp_board

select * from servgrp_config

select * from servgrp_ftslic
select * from servgrp_op_mstr
{{select * from servgrp_userlic*
Note
BMC recommends that you not make any changes at the database level
until you have a viable database backup, especially in critical production
systems and only under the specific direction of technical support.
c. If you made any changes to the Server Group Operation Ranking form, you must
restart all AR System servers in the server group. When the server group is properly
configured, the ar.cfg[conf] file for each server in the server group is updated with
entries for the server group operations where the value of F indicates the AR System
server ranked as 1 for that operation and T indicates the AR System server is not
ranked as 1 for that operation. For example:
Approval-Server-Suspended: F (or T)
Assignment-Engine-Suspended: F (or T)
Business-Rules-Engine-Suspended: F (or T)
CMDB-Service-Suspended: F (or T)
Reconciliation-Engine-Suspended: F (or T)
SLM-Collector-Suspended: F (or T)
Important
For server group configuration where BMC SLM is a component of the

environment, it is required that BRIE has the same ranking as the
Administration operation. To build service targets, you must log directly into
the ARServer where Administration operation is ranked as 1.
Troubleshooting the installation

The Maintenance Tool (see page 1996) can help you access logs to troubleshoot issues you have
with the installer (see page 1994). The tool also enables you to encrypt passwords (see page 1940).
Troubleshooting unreconciled records (see page 1932)

Installation problems (see page 1933)

Resolving errors with default currency settings (see page 1933)

Manually registering application plug-ins (see page 1934)
Product extensions (see page 1938)
Encrypting passwords (see page 1940)
Troubleshooting unreconciled records

This topic describes how to troubleshoot People records that were not synchronized.
Use this troubleshooting information with records that appear in the CTM:People Records that
have not been reconciled table after you run the synchronization verification (see page 294).
To troubleshoot unreconciled records
1. Highlight the first record in the CTM:People Records that have not been reconciled table,
and click View.
The associated People record is opened in Modify mode.
2. Determine which data element violates an existing validation rule by making a valid
modification to the record and then saving it (later, you can undo the modification).
When you save the record, you should receive a detailed error message telling you which
fields on the record violate the validation rules. If the message that appears contains only a
general description of the problem, go to step 3.
3. Working from a client computer, enable Filter Logging.
4. Ensure that the Asset Management settings for Sandbox Job Calls for People is set
to Scheduled to prevent an Inline call to run the sandbox job.
Use the following steps to open the console that controls the Asset Management settings:
a. From the Navigation pane on the Home Page, open the Application Administration
console.
b. On the console, click the Custom Configuration tab and then select Asset
Management > Advanced Options > Asset Management Settings.
5. Make another modification to the record and save it.
The associated message (which appears in the Filter Log) provides details about the nature
of the data element in question and can be corrected and retried.
Correct the issue described in the error message and retry.
If no error message is generated in step 5, open the BMC_Person join form and verify
whether a BMC.ASSET.SANDBOX record was generated for the specified People
record modification.
If a BMC.ASSET.SANDBOX record was created, run the Sandbox Job by
clicking Initiate Sandbox Job Run from the People Sync console. After the job
runs, verify that the record was promoted to the production dataset.
If a BMC.ASSET.SANDBOX record was not created, continue with step 7,
which describes how to consult the reconciliation job log file for the associated
run.
7.
7. From the applications list on the IT Home page, select BMC Atrium Core > Atrium Core
Console.
8. Open the Reconciliation Manager by clicking the Reconciliation icon.
The History tab displays. It enables you to view a job's past and current executions by status
or date.
9. Highlight the most recent run of the BMC Asset Management - Sand Box job and click on
the drop-down arrow on the left side of the record.
10. Select the Events section bar and view the description for the RE Log File Name & Location
event.
11. Access the files specified in the RE Log File Name & Location event directly from the server
on which the Reconciliation Engine is running.
The associated files have detailed information about the reconciliation transaction for the
specified run. Use the associated information to determine and correct the root cause of the
data issue.
Installation problems
This procedure provides information about finding failures in the installation log.
To find failures in the installation
1. In the Maintenance Tool, click Install Log.

2. Click the Severity column to sort the log entries by severity.
Note the time stamp of a failure entry, and then sort by Timestamp to view the entries
immediately preceding that failure in chronological order.
Resolving errors with default currency settings

The default currency utility is run as part of the application installation and generates the
arcurrencydefault.log and arcurrencydefault_error.log files.
The arcurrencydefault_error.log file lists the forms that encountered errors while setting the default
currency.
The utility generates log files in the InstallationDirectory\Logs\Currency_Logs directory.

For example, a Microsoft Windows path might be
C:\Program Files\BMC Software\BMCRemedyITSMSuite\Logs\Currency_Logs.
For example, a UNIX path might be /opt/bmc/bmcremedyitsmsuite/Logs/Currency_Logs.
Use BMC Remedy Developer Studio to set the currency on the forms listed in the
arcurrencydefault_error.log. For example, you might see the following error in the
arcurrencydefault_error.log:

Error: Error locking to Admin RPC Queue:

ERROR (90): Cannot establish a network connection to the AR System
server; Connection refused: connect myserver1
To resolve this error
1. Verify that the BMC Remedy AR System server is running.

2. Review the arerror.log for possible issues with the BMC Remedy AR System server.
3. Manually set the default currency field (see page 733).
If a problem occurs
If you encounter ERROR 90 during execution of default currency, the installer stops running. You
must:
Restore the BMC Remedy AR System server to the state before running the installer.
Resolve the cause of ERROR 90.
Run the installer again.
Manually registering application plug-ins

Product plug-ins are installed and registered as part of the installation. If an error occurs during
plug-in registration, you must register the plug-ins manually.

To uninstall the C plug-ins (see page 1935)
To register the new Java plug-ins (see page 1936)
The plug-in installation errors are recorded in the bmcremedyitsmsuite_install_log.txt file, which is
found in the temp directory (Windows) or the /tmp directory (UNIX).
Note
Ensure that the plug-in .jar files (CAIPlugin.jar, conquery.jar, chargebacks.jar, nextid.jar
and ITSMCommonUtils.jar) are in the directories shown in step 3 in To register the new
Java plug-ins.
Before you begin

If you are upgrading to BMC Remedy ITSM 7.6.03 or later, complete the following procedure to
uninstall the C plug-ins that have been replaced by Java plug-ins.

To uninstall the C plug-ins

2. Delete the items shown in the following table to uninstall the various C plugins.
Note
In the "On UNIX" table, the file name extension .x will be replaced by .sl for HP-UX
and HP IA-64, .a for IBM AIX, and .so for Linux and Oracle Solaris.
On Microsoft Windows
Plugin Line to be removed from ar.cfg file Windows DLL to be deleted
CAI Plugin: "...full path to... \BMCRemedyITSMSuite ...full path to...

\Shared_Components\bin\caieventcmd.dll" \BMCRemedyITSMSuite\Shared_Components
\bin\caieventcmd.dll
ARDBC Plugin: "...full path to... ...full path to...\BMCRemedyITSMSuite

\BMCRemedyITSMSuite\servername \servername\Shared_Components\bin \ardbcQuery.
\Shared_Components\bin\ardbcQuery.dll" dll
chargebacks Plugin: "... full path to... ... full path to...\BMCRemedyITSMSuite
\BMCRemedyITSMSuite\servername \servername\Shared_Components\bin\arfcbdata.dll
\Shared_Components\bin\arfcbdata.dll"
NextId Plugin: "...full path to... ...full path to...\BMCRemedyITSMSuite

\BMCRemedyITSMSuite\servername \servername\Shared_Components\bin\NextId.dll
\Shared_Components\bin\NextId.dll"
On UNIX
Plugin Line to be removed from ar.conf file (UNIX) UNIX OS libraries to be deleted
CAI Plugin: "...full path to... ...full path to...

/BMCRemedyITSMSuite/Shared_Components/ /BMCRemedyITSMSuite/Shared_Components/
bin/libcaieventcmd.x" bin/libcaieventcmd.x
ARDBC Plugin: "...full path to... ...full path to...

/BMCRemedyITSMSuite/servername/ /BMCRemedyITSMSuite/servername/
Shared_Components/bin/libardbcQuery.x" Shared_Components/bin/libardbcQuery._x
chargebacks Plugin: "... full path to... ... full path to...
Shared_Components/bin/libarfcbdata.x" Shared_Components/bin/libarfcbdata.x
NextId Plugin: "...full path to... ...full path to...

Shared_Components/bin/libNextId.x" Shared_Components/bin/libNextId.x
Note

On UNIX, you must also delete the /ARSystem/DB/CAIPlugin.txt log file while
uninstalling the CAI plug-in.
3. After you uninstall the C plug-ins, you can proceed with registering the new Java plug-ins.
To register the new Java plug-ins
1. (Windows servers) Add the following Plugin and Plugin-Path entries to the ar.cfg file and for
UNIX servers add them to the ar.conf file:
Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI PluginServerHost:
PluginServerPort
Server-Plugin-Alias: REMEDY.ARDBC.APPQUERYREMEDY.ARDBC.APPQUERY
PluginServerHost:PluginServerPort
Server-Plugin-Alias: REMEDY.ARF.CBDATA REMEDY.ARF.CBDATA
PluginServerHost:PluginServerPort
Server-Plugin-Alias: NextId NextId PluginServerHost:PluginServerPort
2. (Windows and UNIX) For each plug-in, add the appropriate text, as shown in the following
list, to the pluginsvr_config.xml in the pluginsvr folder.
The list shows the code for UNIX. The same code is applicable to Windows with \ instead of
/ in the directory names.
For the CAI plug-in, add the following text to pluginsvr_config.xml in the pluginsvr
folder:
<plugin>
<name>REMEDY.ARF.CAI</name>
<classname>com.bmc.itsm.cai.filterapi.cai.CAIFilterPlugin</classname>
<pathelement type="path">...full path to... /ARSystem/pluginsvr/cai<
/pathelement>
<pathelement type="location">...full path to.../ARSystem/pluginsvr/cai
/CAIPlugin.jar</pathelement>
<pathelement type="location">...full path to.../ARSystem/pluginsvr
/foundation_shared/
ITSMCommonUtils.jar</pathelement><userDefined></userDefined>
</plugin>
For the ARDBC plug-in, add the following text to pluginsvr_config.xml in the pluginsvr
folder:
<plugin>
<name>REMEDY.ARDBC.APPQUERY</name>
<type>ARDBC</type>
<code>JAVA</code>
<filename>...full path to.../ARSystem/pluginsvr/qry/conquery.jar</filename>

<classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
<pathelement type="path">...full path to... ARSystem/pluginsvr/qry<
/pathelement>
<pathelement type="location">...full path to... ARSystem/pluginsvr/qry
/conquery.jar</pathelement>
<pathelement type="location">...full path to... ARSystem/pluginsvr
/foundation_shared/ITSMCommonUtils.jar</pathelement>
<userDefined>
</userDefined>
</plugin>
For the charge backs plug-in, add the following text to pluginsvr_config.xml in the
pluginsvr folder:
<plugin>
<name>REMEDY.ARF.CBDATA</name>
<code>JAVA</code>
<filename>...full path to... ARSystem/pluginsvr/chb/chargebacks.jar<
/filename>
<classname>com.bmc.itsm.chargeback.filterapi.chargeback.
ChargeBackFilterAPI</classname>
<pathelement type="location">...full path to... ARSystem/pluginsvr/chb
/chargebacks.jar
</pathelement>
/foundation_shared/
ITSMCommonUtils.jar</pathelement>
</plugin>
For the NextId plug-in, add the following text to pluginsvr_config.xml in the pluginsvr
folder:
<plugin>
<name>NextId</name>
<code>JAVA</code>
<filename>...full path to... ARSystem/pluginsvr/nid/nextid.jar</filename>
<classname>com.bmc.itsm.nextid.filterapi.nextid.NextID</classname>
/foundation_shared/ITSMCommonUtils.jar</pathelement>
<pathelement type="location">...full path to... ARSystem/pluginsvr/nid/
nextid.jar</pathelement>
</plugin>
3. (Windows and UNIX) For the plug-ins, add the appropriate text to the log4j_pluginsvr.xml
file.
For the CAI plug-in, add the following text to log4j_pluginsvr.xml:

3.
<logger name="com.bmc.itsm.cai.filterapi.cai">
<level value="warn"/>
</logger>
For the ARDBC plug-in, add the following text to log4j_pluginsvr.xml:
<logger name="com.bmc.itsm.conquery.ardbc.conquery">
</logger>
For the charge backs plug-in, add the following text to log4j_pluginsvr.xml:
<logger name="com.bmc.itsm.chargeback.filterapi.chargeback">
</logger>
For the NextId plug-in, add the following text to log4j_pluginsvr.xml:
<logger name="com.bmc.itsm.nextid.filterapi.nextid">
</logger>
4. Add the following entry to the ar.cfg or ar.conf file: Server-Plugin-Default-Timeout:

300
5. Start the BMC Remedy AR System server.
Product extensions
Extensions are installed by the product installer as part of the initial installation. Extensions are
skipped during the installation of subsequent applications.
Two extension-related log files, ASI_DriverLog.log and ExtLoader-RIK_Log.log, are generated in

the <installationDirectory>\Logs\ExtLoaderLogs folder.
An example Windows path is C:\Program Files\BMC

Software\BMCRemedyITSMSuite\Logs\ExtLoaderLogs.
An example UNIX path is /opt/bmc/bmcremedyitsmsuite/Logs/ExtLoaderLogs.
This topic provides the following sample error messages:
ASI_DriverLog (see page 1939)

Extension loader RIK logs (see page 1939)

ASI_DriverLog
A sample error message in the driver script is:
Command: SET ATTRIBUTE

Class Name
Namespace (): Class name (): Attribute Name (): Change attribute name?
(F): New
Attribute Name (): Change entry mode? (F): Change attribute limits?
(F): Change
default value? (F): Change attribute characteristics? (F): Change
custom attribute
characteristics? (F):
CMDBSetAttribute results
ReturnCode: ERROR
Status List: 1 items
Status Struct:
Message type: ERROR
Message number: 120004
Message: Attribute does not exist.
Appended: Status
Note
This particular error message is benign and can be ignored; however, you must to
investigate other error messages.
Extension loader RIK logs

A sample error message in the install log is:
com.bmc.smbu.install.common.rule.engine.CommandExecutionException:
Exec
command ("C:\DOCUME~1\ ADMINI~1\ LOCALS~1\ Temp\ Utilities\ cmdb\
cmdbdriver.exe" -s rieqvm01-cl2 -u Demo -p notDisplayed -t 0 -x "C:
\Program
Files\BMC Software\BMCRemedyITSMSuiteDK1\rieqvm01-
cl2\Shared_Components\extensions\600-CDMExtensions\200-
ITSM_CDM_Extensions-OSD.txt") returned an exit code of 1, which was
interpreted as
a failure]}]}
Send the BMCRemedyITSMSuiteLogs.zip output file from the temp directory to Customer Support
on request. The path to the zipped log appears below the Zip Logs button.

Encrypting passwords
This procedure describes how to generate an encrypted password using the BMC Remedy ITSM
Maintenance tool (see page 2004). You typically use an encrypted password when running a silent
installation.
To encrypt a password, you must open the BMC Remedy ITSM Maintenance tool, then run the
Encryption utility as described in the following sections:
Opening the BMC Remedy ITSM Maintenance tool (see page 1940)
To encrypt a password (see page 1940)
Opening the BMC Remedy ITSM Maintenance tool

You can run the BMC Remedy ITSM Maintenance tool in a graphical user interface (see page 1940)
or from the command line (see page 1940). For details about using this tool, see BMC Remedy
ITSM Maintenance tool (see page 2004).
To open the BMC Remedy ITSM Maintenance tool in a graphical user interface
(Windows) Go to the <installationDirectory>\BMCRemedyITSMSuite\Utilities folder, and run

the BMCRemedyITSMSuiteMaintenanceTool.cmd file.
(UNIX) Go to the <installationDirectory>/BMCRemedyITSMSuite/Utilities directory and run
the ./BMCRemedyITSMSuiteMaintenanceTool.sh file.
(Product installation DVD) Run the tool from the utility directory.
To open the BMC Remedy ITSM Maintenance tool from the command line
(Windows) From the <installationDirectory>\BMCRemedyITSMSuite\Utilities folder, run

BMCRemedyITSMSuiteMaintenanceTool.cmd with the -silent option.
(UNIX) From the <installationDirectory>/BMCRemedyITSMSuite/Utilities directory, run .

/BMCRemedyITSMSuiteMaintenanceTool.sh with the -silent option.
To learn about command-line options

To learn about available command-line options, use the -help or -? option when you run the
command.
Examples:
BMCRemedyITSMSuiteMaintenanceTool.cmd -help
./BMCRemedyITSMSuiteMaintenanceTool.sh -?
To encrypt a password
1. Click the Encrypt tab.
2.
2. Enter your password in the Password field and in the Confirm Password field.
3. Click Encrypt.
4. Copy and paste the encrypted password into the silent.txt file for your silent installer.
For example, if you want to encrypt the BMC Remedy AR System password and the output is
{{DES\:b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9}}, enter the following string:
-J BMC_AR_PASSWORD=DES\:
b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
-J BMC_AR_CONFIRM_PASSWORD=DES\:
b76c59dbc2e1433c7a9c2f006a2e2429116840dce695aea9
For more information, see Installing silently.
Troubleshooting Data Management

The section provides information about how to resolve Data Management issues.
Troubleshooting data loads (see page 1941)

Troubleshooting validation (see page 1943)
Troubleshooting validation and promotion (see page 1944)
Troubleshooting data wizard counts and updates (see page 1945)
System messages
System messages can appear for all steps and they summarize issues that may have occurred
during a step:
General message if Validate step errors have been detected (use Error Management (see
page 1357) or click View Data in the step to see which records are in error and which error
code is present)
General message if Promote step errors occur
Example
A custom required field was added to the CTM:People target form and was not included
in the CTM:LoadPeople form data push. This will generate a ARERR message for a
missing required field.
Troubleshooting data loads

Review the information in this topic If you encounter any of the following errors or error types:

ARERR 382 - Unique Index violations

This error usually occurs when you are importing records that have ID numbers that are
numerically higher than the IDs that currently are being assigned by your system. Click here (see
page 1318)for information about what to do when this happens.
Load data errors

If load data errors are encountered, the Load Data Errors field in the Step Details information (Step
window) for the Load step displays the errors. Click View/Save Compressed Error File to see the
errors or save them.
Load data errors appear when a transformation (containing error handling) has trapped an error for
specific data in a spreadsheet tab. These errors occur when a required field is missing or you have
incorrect selection field values in your dataload spreadsheets. Each exception records the row,
sheet, and error message trapped and outputs it to a spreadsheet. Each spreadsheet tab is
captured in its own Microsoft Excel file, and, at the end of a job, they can be zipped up and
attached to the Load step.
Load errors
These errors show in the Load Errors field in the Step Details information (Step window) for the
Load step. Click View/Save Compressed Error File to see the errors or save them.
If load errors occur, before performing any other troubleshooting procedures, check that the rows in
the named spreadsheet have the correct cell formatting applied, as shown in the following list:
Row 1: General
All other rows: Text
Note
Errors caused by incorrect spreadsheet cell formatting can be common, especially if you
have copied and pasted information from one spreadsheet to another.
Load errors appear when Atrium Integrator has encountered an error. Errors can range from a
systematic Atrium Integrator issue (for example, connectivity issues) to an issue caused when
inbound data has not been formatted as required (for example, invalid date formats in dataload
spreadsheets).

The level of detail provided in the Load Errors field is based on the log level specified in the Atrium
Integrator jobs (specified from the Job Console if you are a DMT Admin). To assist you with
determining why load issues are occurring, you can alter this value to something more
informational (Detailed, Debug, Rowlevel etc.) so that additional details can be passed back to the
step load error.
Recommendations
If you are using the Debug level:
To minimize the volume of data and determine what the warning message is, copy
the job in question and only use a subset of data in the spreadsheet.
Always reset this level back to its normal value of Minimal to reduce future
performance concerns.
Ensure others are not loading data on the machine while you are debugging. It is
easier to work with smaller sets of data when you are identifying issues.
Tip
If you run into a situation where a Load step is stuck in progress, verify that you have not
selected the Disable Escalations server option in the Configuration tab under System >
General > Server Information of the AR System Administration Console.
Troubleshooting validation
This section describes how to check and fix errors that are specific to validation.
Checking license compliance

You can load people into the system only if you have sufficient licenses. If you do not have enough
licenses, an error message is displayed during the LoadPeople Promote step.

To fix the license compliance, you must either:
Add the required licenses

Load people only for whom you have sufficient licenses
Validation step hangs

If the data load appears to hang during the validation step, check that escalations on the AR
System server are enabled.
If escalations were disabled, for example, to run the Data Wizard (as described in Prerequisites to
updating target values using the data wizard (see page 1365)), this will interfere with the validation
step.
To check if escalations are enabled
Disable escalations by performing the following steps:

3. Check Disable escalations. If it is selected, unselect it.
4. Click OK.
Troubleshooting validation and promotion

To troubleshoot possible errors in validation and promotion, you can perform tasks described in the
following sections:
Monitoring the thread manager for a halted validation or promotion (see page 1944)
Recovering from a halted validation or promotion (see page 1944)
Checking for errors in validation and promotion (see page 1945)
Monitoring the thread manager for a halted validation or promotion

When you start a validation or promotion, records are added to the DMT:ThreadManager form. At
the end of the process, the records are removed.
You can search for records in the DMT:ThreadManager form. If the records are not being added,
modified, or removed, the process has halted. Follow the instructions below in Recovering from a
halted validation or promotion (see page 1944).
Recovering from a halted validation or promotion

If either validation or promotion is halted before the operation is complete, an administrator must:
Reset the maximum number of filters for an operation to the original value.

If you encounter the following error, check the Short Description field in the forms that have
the error flag set:
An error was encountered during data promotion. The Short
Description field of this record has been updated with the error
details.
Check for other errors as described below in Checking for errors in validation and promotion
(see page 1945).
To recover from a halted validation or promotion
1. Reset the maximum number of filters for an operation to the original value.
a. Open the AR System Administration Console.
b. Select System > General > Server Information.
The Server Information window appears.
c. Click the Advanced tab.
d. Change the value in the Maximum Filters for an Operation field to the original value,
and then click OK.
BMC Remedy AR System is installed with this value set to 200000.
Checking for errors in validation and promotion

Check for errors in validation and promotion in the following places:
The Error Management console — Errors found on staging forms are flagged. For details
about fixing errors, see Managing data errors (see page 1357).
ARerror.log — This log file lists errors in running validation and promotion.
CAI Events form — Search for records with Return Code set to Error. The comments in
Return Message indicate which error occurred.
Troubleshooting data wizard counts and updates

To troubleshoot possible errors during counts and updates, you can perform the following activities:
Monitoring the data wizard for a halted count or update (see page 1945)
Rerunning the count or update (see page 1946)
The amount of time for a count or update to take depends on the total number of records being
checked and on the number of affected records. For example times, see the performance
benchmarks for modifying records with the data wizard that are available from Performance
benchmarks for Data Management.
Monitoring the data wizard for a halted count or update

Monitor the Data Wizard Status window. If an item in the Status Window is stuck at Pending, and
does not change to Complete, an error might have occurred during the update.

Note
If the count or update is halted or interrupted, follow the procedure described in

Rerunning the count or update (see page 1946) to rerun the data wizard action.
To check for errors

Check for errors in the following places:
DLD:Lock form — Search for a record with FormName01 = DLD:SYS:DataWizAction. If

there is such record, it indicates either the process is still running, or a processing error is
preventing this record from being deleted after the process has completed.
CAI Events form — Search for records with App Interface Form = DLD:SYS:DataWizAction.
The comments in the Return Message field indicate which error occurred.
Filter log — Run the filter log to check for any errors.
Rerunning the count or update

If the count or update is halted or interrupted, you can rerun the data wizard action; the count or
update is completed on the remaining forms.
To rerun the count or update
1. Clear the lock that indicates the data wizard is running.

a. Open the DLD:Lock form.
b. Search for a record where the Form Name01 field is set to DLD:SYS:DataWizAction.
c. Delete the record.
2. Rerun the count or update.
a. On the Data Wizard Console, click View Audit Log.
b. Open the audit of the action that was halted or interrupted.
c. Click Re-Run.
The count or update resumes running from where it was halted or interrupted.
Note
You can perform a new count instead of rerunning a count. For an update,
however, you must perform a rerun.
Troubleshooting the multi-tenancy update

If the multi-tenancy update utility encounters a condition that prevents it from finishing the updates
to a form and its associated data, it moves the form to the Fail status and stops running. The
update utility will not process the remaining Pending forms until the condition that caused the
update to fail is corrected and the updates are applied to the failed form and its data.

If a form fails, you must investigate why the multi-tenancy update utility stopped running and
correct the problem. In most cases, you can determine the cause of the failure by reviewing either
the Filter log or the SQL log on the BMC Remedy AR System server. After you correct the problem,
you need to restart the update utility.
The following procedure describes a best practice method for investigating a failed form.
To troubleshoot the multi-tenancy update

1. On the BMC Remedy AR System server, turn on filter and SQL logging.
2. Open the Application Maintenance console.
a. On the IT Home page, click the Application Administration Console link.
b. Click on the Custom Configuration tab.
c. Expand the Foundation list.
d. Expand Advanced Options list.
e. Click on Application Maintenance console.
3. Find the entry in the Application Maintenance console with the status of Fail, as described in
Investigating multi-tenancy update processing issues (see page 1946), then reset the status
of the record to Pending.
To do this:
a. In the Application Maintenance console table, select the record with the Fail status.
b. Click Reset to Pending.
Note
The Reset to Pending button is only available when the selected record is in
the Fail status.
4. On the Application Maintenance console, click Run to start the multi-tenancy update
workflow on the record that you reset.
When the workflow finishes running against the selected record, the record returns to the
Fail status and the processing stops.
5. Review the filter and SQL logs to determine and then fix the cause of the failure.
6. After you fix the problem, repeat steps 3 through 5 until the update completes with a status
of Successful.
7. Turn off filter and SQL logging.
8. Restart the multi-tenancy update utility manually.

Troubleshooting Process Designer

The section provides information about how to resolve BMC IT Service Management Process
Designer issues. The following topics are provided:
Cannot see the Process Designer entries in the Application List (see page 1948)
Issues with the ARID plug-in (see page 1948)
Troubleshooting Process Designer installation (see page 1949)
Internet Proxy Server connection errors in Process Designer (see page 1949)
Process Designer client does not launch (see page 1950)
Cannot see the Process Designer entries in the Application List

Check the following:
If the user has Process Designer Administrator or Process designer Sub-Administrator

permissions.
If the Mid Tier cache has been refreshed since running PDICT.
Issues with the ARID plug-in

If you see errors when tasks are created at runtime, or if you see failures when updating the
Process Designer ARID Configuration, check the following:
If the AR service was not re-started during the server install, re-start the service and try
again.
Check that the ARID plug-in entry in the ar.conf file is correct.
Check that the ARID plug-in entry is correct.
Check that the ARID.xml file has the correct format and that the path to the authentication
file is valid.
Check that the Process Designer ARID Configuration entry is correct, and that a valid path
is entered for the aradminpass path.
If file logging is enabled, make sure that the log file path/name is valid.
Check that an ari.dat file exists in the location identified by the path in the Process Designer
ARID Configuration entry. If it does not, enter the user name and password in the AID
configuration entry and then click Update Password file.
If you make any of the previous changes, re-start the AR service before you try again.
If the Process Designer Java plug-in still does not work correctly, check the Java version that is
currently used by the BMC Remedy plug-in server. The Process Designer plug-in must use Java
version 1.6 or later. To check the version currently being used by the BMC Remedy plug-in server,

locate the armonitor.cfg file (default location: C:\Program Files\BMC Software\AR System\Conf) on
your AR System server.
Comment out any references to jre1.5 or earlier for the pluginsvr line in this file and replace them
with the following entry:
"<javapath>" -Xmx512m -classpath "C:\Program Files\BMC Software\ARSystem\pluginsvr;C:

\Program Files\BMC Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar" com.bmc.
arsys.pluginsvr.ARPluginServerMain -x <servername> -i "C:\Program Files\BMC
Software\ARSystem" -m
where <servername> is your server name and <javapath> is the location of your Java 6 runtime
binaries (the default location is C:\Program Files\Java\jre6\bin\java).
If you must modify this file, re-start the BMC Remedy service to pick up the change.
Troubleshooting Process Designer installation

BMC Remedy IT Service Management Process Designer is installed as a Data Visualisation
Module and viewed in a data visualisation field.
The installation of the Data visualization Module is performed automatically as part of the PDICT
Core installation.
Process Designer runs on the Mid Tier and errors occur in the display of Process Designer
diagrams if:
the Mid Tier configuration is incorrect

the Process Designer server is not connected to a Mid Tier
a valid AR System server connection is not available to the session or is broken during
generation of the diagram.
You must also correctly configure the Default Web Path on the Advanced tab of the Server
Information entry.
Re-start the web server and remedy service following either a manual or automatic (using PDICT)
creation or update of the data visualization configuration entries.
Internet Proxy Server connection errors in Process Designer

An internet proxy server can interfere with the way Process Designer connects to the BMC
Remedy AR Server. In this scenario, the following error message is displayed:
ERROR(90) Cannot establish a network connection to the AR System server;
Can't connect to SOCKS proxy:Connection timed out: connect
To resolve the issue, avoid launching BMC Remedy ITSM Process Designer by clicking its icon.
Instead, run the following command from the command prompt:

Java – jar "<ProcessDesignerClientInstallPath/ProcessDesigner.jar" --

DsocksProxyHost=Proxy Hostname --DsocksProxyPort=Proxy portNumber
where the portNumber is optional and required only if port 1080 is not being used.
Example
Java -jar "C:\Program Files\BMC Software\Process Designer

8\ProcessDesigner.jar" -DsocksProxyHost=socks.hostname.com -
DsocksProxyPort=2850
Launching Process Designer client in Internet Explorer

If the JAVA (you must use Java 8 to launch the Process Designer client) console and the Process
Designer client do not launch when using IE browser (especially in IE version 9), do the following:
1. Open Internet Options, and then go to Security tab.

2. Select Trusted Sites option, and then click Sites.
3. Add the midtier URL in the Add this website to the zone field. Click Close.
4. Click OK on the Internet Options window.
5. Restart IE browser.
Troubleshooting the Archiving process

This section provides the following troubleshooting information:
Records are not being moved to the archive (see page 1950)
Archive process is running very slowly (see page 1951)
Records are not being moved to the archive

If you notice that records that otherwise meet the archiving criteria are not being picked up in the
archiving runs, check the following points:
Is the Do Not Archive (see page 1950) flag set on the record? If the Do Not Archive flag is
incorrectly set, clear the flag.
Do the archiving logs show that there is an AR System error code against the record? The
archiving process will not archive records that have AR System errors. If the logs indicate an
error code, remove the cause of the error code and the archiving process will move the
record to the archive the next time that it runs. You can turn on the Archiving Log from the
AR System Server. Click here for information about how to turn on the Archiving Log.
Is the individual archiving policy that governs the related forms and records disabled (see
page 1590)in the AR System Archive Manager console?

Archive process is running very slowly

The Archiving process runs on a single thread of execution and it is expected to run slowly, but
without impacting other processes. However, if in your opinion the process is running slower than
you would expect for a single thread process, there could be a problem with table indexing (SQL
queries run much slower on non-indexed tables). To check this, you can turn on SQL logging
(configure the logging filter to pick up only SQL that was initiated by the user: AR_ARCHIVER).
Check the log for SQL queries that are taking the longest to complete and then cross reference
those queries with the tables they are running against. Ensure that those tables are indexed
Troubleshooting the Overview console

This topic describes issues that you might encounter with the Overview console.
Incident request and Change request records not displayed

If the Overview console table does not display incident request and change request records for a
particular user, check the number of support groups that the person belongs to. Due to limitations
with the database query, the Overview console cannot display incident requests and change
requests for people who belong to a large number of support groups.
Working with error messages

Error messages reported by BMC Remedy IT Service Management Suite (BMC Remedy ITSM
Suite) applications indicate failures preventing user operations. Most errors are easily identifiable
and correctable by the user based on the message provided. Typical reasons for errors include:
Failure to populate required fields

Entering incorrect values instead of selecting items from the menu
Attempting to change an attribute value to an incorrect state
Attempting to use data which has not been properly configured by the application
administrator
In some cases, an operation performed in a BMC Remedy ITSM Suite application results in an
error message from a supporting or integrated application, which may describe features unfamiliar
to the application administrator. The error number identifies the application that is reporting the
error.
Note
For information on the error number ranges for BMC Remedy AR System, see BMC
Remedy AR System error messages.

Error number ranges
Start End Product and error catalog
100 12,116 Data Management (see page 1952)
40,000 50,000 BMC Remedy ITSM core applications (BMC Asset Management, BMC Service Desk, BMC Change
Management)
120,000 129,000 BMC Atrium Core
150,000 159,999 BMC Service Request Management
170,000 179,999 BMC Knowledge Management
Note
BMC does not document the entire error catalog because the error messages themselves
provide information on how to correct a failure. For example: You do not have
permission to move the status to Closed.
Data Management error messages

This section lists error codes from the dataload process.
Errors for invalid data (see page 1952)

Errors for required fields (see page 1980)
Errors for duplicate data (see page 1989)
Errors during dataload promotion (see page 1994)
Error when running jobs (see page 1994)
Errors for invalid data

The following table lists error codes from invalid data that are identified during the validation
operation on staging form records.
Error codes from invalid data
100 Invalid Bargaining Unit The bargaining unit value is not valid. Select the appropriate value.
101 Invalid Benefit Group The benefit group value is not valid. Select the appropriate value.
102 Invalid Compensation Method The compensation group value is not valid. Select the appropriate
value.
103 Invalid Dental Plan The dental plan value is not valid. Select the appropriate value.
104 Invalid Employment Status The employment status value is not valid. Select the appropriate value.

105 Invalid Marital Status The marital status value is not valid. Select the appropriate value.
106 Invalid Medical Plan The medical plan value is not valid. Select the appropriate value.
107 Invalid Pension Plan The pension plan value is not valid. Select the appropriate value.
108 Invalid Person The person ID value must match a person ID either in the CTM:
This data may not have been found in the LoadPeople form or in the CTM:People form. Correct the person ID on
People form with the proper type and this form or on the CTM:LoadPeople form.
status. If the Person was loaded in a
previous step, it may have either failed
validation or may not have been loaded
109 Invalid Operational Category fields for IT One or more of the operational category values is not valid. You can
skills obtain correct values from the CFG:Service Catalog form.
110 Invalid Product Category fields for IT skills One or more of the product category tier values is not valid. You can
obtain correct values from the PCT:Product Catalog form.
111 Invalid category or type The category and type values must match values in the CFG:Generic
Catalog form.
112 Invalid Contact Type The contact type value is not valid. Select the appropriate value.
113 Invalid Home Country The home country is not valid. Select the appropriate value.
114 Invalid Manager The manager's login ID must match a login ID in the CTM:People form.
If you do not know the manager's login ID, you can search the CTM:
People form on another field, such as last name.
115 Invalid Pager Service Provider The pager service provider is not valid. Select the appropriate value.
116 Invalid Template The template name must match a template name either in the CTM:
LoadPeopleTemplate form or in the CTM:PeopleTemplate form. Correct
the template name on this form or on the CTM:LoadPeopleTemplate
form.
117 Invalid Title The title value is not valid. Select the appropriate value.
118 Invalid Company The company value is not valid. Select the appropriate value.
This data may not have been found in the
Company form with the proper type and
status. If the Company was loaded in a
119 Invalid Department The department value is not valid. Select the appropriate value.
120 Invalid Organization The organization value is not valid. Select the appropriate value.
121 Invalid Site The site value is not valid. Select the appropriate value.
Site form with proper status and company
association. If the Site was loaded in a
122 Invalid Site for selected Company The selected company does not include the specified site. If the
This data may not have been found in the company is correct, select the appropriate site. Otherwise, select the
Site form with proper status and company appropriate company, and then select the appropriate site.


123 Invalid Support Group The support group value is not valid. Select the appropriate value.
Support Group form with proper status. If the
Support Group was loaded in a previous
step, it may have either failed validation or
may not have been loaded
124 Invalid Permission Group The permission group is not valid. For a list of valid permission groups,
see Permission groups (see page 1287).
125 Invalid Country The country value is not valid. Select the appropriate value.
126 Invalid Region The region value is not valid. Select the appropriate value.
This data may not have been configured
correctly in the Company form. If the Region
was loaded in a previous step, it may have
either failed validation or may not have been
loaded
127 Invalid Site Group The site group value is not valid. Select the appropriate value.
This data may not have been configured
correctly in the Company form. If the Site
Group was loaded in a previous step, it may
have either failed validation or may not have
been loaded
128 Invalid City The city value is not valid. Select the appropriate value.
129 Assignment Group cannot be the same as Change either the Assignment Group or Support Group to make them
the Support Group different.
130 Invalid Assignment Group The assignment group value is not valid. Select the appropriate value.
131 Invalid Functional Role The functional role that is selected is not valid or is not applicable to
your currently installed applications.
132 Invalid Product Catalog The product catalog value is not valid. Select the appropriate value.
This data may not be found in the Product
Catalog in valid state, with the correct
Company/Module relationship. If loaded in
an earlier step, this validation may have
failed
133 Invalid Product Model/Version The product model / version value is not valid. Select the appropriate
value.
134 Invalid Operational Catalog The operational catalog value is not valid. Select the appropriate value.
135 Invalid Manufacturer Manufacturer must match entries found in the Company form or
Company staging form with a company type of Manufacturer.
136 Both Start And End Times Must Be Entered Either enter both a Start Time and End Time or leave them both blank.
Or Left Blank
137 Start Time Must Be Earlier Than End Time Enter a Start Time that is before the End Time.

138 Start Time Of The Next Schedule Must Be Either change the Start Time of the next schedule to a time that is later
Later Than The End Time Of The Previous than the End Time of the previous schedule or change the End Time of
Schedule the previous schedule that is earlier than the Start Time of the next
schedule.
139 Invalid time zone The time zone is not valid. For a list of valid time zones, see Time zones
(see page 1302).
140 Invalid Primary Cost Center Code The primary cost center code is not valid. Select the appropriate value.
141 Invalid Cost Center The cost center code is not valid. Select the appropriate value.
142 Invalid Source Cost Center The source cost center code is not valid. Select the appropriate value.
143 Person Does Not Have A Primary Cost Define the primary cost center on the Financials tab of the People form.
Center Defined
144 Total Distribution Percentage Is Greater Change the percentages so that the Total Distribution Percentage is
Than 100 less than 100.
145 Cost Center And Source Cost Center Must Either change the cost center or the source cost center to make them
Not Be The Same different.
146 The allocation method for the source cost Set the source cost center's allocation method in the Finance Cost
center in the Finance Cost Center Center Configuration form to either Equal Distribution or User-Defined
Configuration form is not set to 'Equal Percentage.
Distribution' or 'User-Defined Percentage'
147 Relationship Type Must Be Set To Set the Relationship Type to Secondary Cost Center.
Secondary Cost Center
148 Invalid Notification Event For The Module The notification event value is not valid for the module named. Select
Name the appropriate value.
149 Invalid Login ID The Login ID is not valid. Select the appropriate value.
People form with the proper type and
150 Invalid CI Type The CI type value is not valid. Select the appropriate value.
151 Invalid Company or Company is not enabled The company value is either not valid or it is not enabled. Either select
This data may not have been found in the the appropriate value or assign the Enabled attribute.
152 Support Group must exist as a valid Support Either add the support group to match one that has been defined as a
Group on CTM:LoadPeopleTemplatesSG for valid support group for the specified Template on the CTM:
the specified Template LoadPeopleTemplatesSG form, or correct the referenced support group
to match one that has been properly defined.
153 HR Attendance Management record does HR Time Management is a child record for HR Attendance
not exist for the HR Time Management Management. The HR Attendance Management record must exist
record already or be included in the HR Attendance Management attribute load
for the HR Time Management record to load successfully.

154 Invalid work time. Open Time must be earlier Make the work time valid either by making the open time prior to the
than Close Time for any workday. close time or making the close time later than the open time.
155 Invalid Person ID The person ID value is not valid. Select the appropriate value.
People form with the proper type and
156 The Allocation Method For The Source Cost Set the allocation method in the FIN:LoadConfigCostCentersRep form
Center In the FIN: to either Equal Distribution or User-Defined Percentage.
LoadConfigCostCentersRep Form Is Not Set
To 'Equal Distribution' Or 'User-Defined
Percentage'
157 Invalid Manager Name The manager name value is not valid. Select the appropriate value.
158 Invalid Generic Catalog The generic catalog value is not valid. Select the appropriate value.
159 A valid Generic Product Operational A valid record that matches the record's Generic, Product, and
relationship record cannot be found Operational catalog cannot be found in CFG:
LoadGenericProdSerAssoc or CFG:GenericProdServiceAssoc forms.
You must create a relationship first between those catalog entries
before creating a Company Module relationship to it.
160 General Access is automatically given and is No action needs to be taken for this error.
not a valid permission group for this form
No action needs to be taken for this error, as
this permission group is being handled by
the load form process
161 Asset Viewer is automatically given
If the following permission groups are specified for the Template Name,
Asset Viewer is not valid because it is automatically given:
Task Manager
Task User
Incident User
Incident Master
Problem User
Problem Master
Purchasing User
162 Invalid Client Type

The following client types are valid. You can use either the number or
words to specify the client type:
2000 or Office-Based Employee

3000 or Field-Based Employee
4000 or Home-Based Employee
5000 or Contractor
7000 or Customer
8000 or Prospect
10000 or Vendor
163 Invalid Assignment Event The assignment event value is not valid. Select the appropriate value.
164 Invalid Company, Region, Site Group and The combination of the company, region, site group, and site values is
Site combination not valid. Select the appropriate combination of values.
165 Invalid Process Name The process name value is not valid. Select the appropriate value.
166 Invalid Contact Company The specified contact company is not a valid company value. Select the
This data may not have been found in the appropriate value.
167 Invalid Currency The currency value is not valid. Select the appropriate value.
168 Invalid Approval Phase Company and Phase The combination of approval phase company and phase name values is
Name combination not valid. Select the appropriate combination of values.
169 Invalid Company (IA) IA stands for Impacted Area.

Impacted Area is a child form containing organizational structures, such
as Company > Region > Site or Group > Site > Organization >
Department. Impacted areas can be created from incidents, changes,
and assets.
The company specified for the impacted area is not a valid company
value. Select the appropriate value.
170 Invalid Region (IA) for selected Company The region value is not valid for the selected company. Select an
(IA) appropriate region for the selected company.
171 Invalid Site Group (IA) for selected Company The site group is not valid for the selected company. Select an
(IA) appropriate site group for the selected company.
172 Invalid Site (IA) for selected Company (IA) The site is not valid for the selected company. Select an appropriate
site for the selected company.
173 Invalid Company (IA), Organization (IA) and The company, organization, and department combination is not valid.
Department (IA) combination Select the appropriate combination of values.
174 Invalid Requester Group combination The requestor group combination is not valid. Supply missing values,
(Company is required when Organization is such as company (if organization is present) and organization (if group
present, and Organization is required when is present).
Group is entered)

175 Invalid Requester Group The requestor group is not valid. Select the appropriate value.
176 Invalid Change Manager Group combination The change manager group combination is not valid. Supply missing
(Company is required when Organization is values, such as company (if organization is present) and organization (if
present, and Organization is required when group is present).
group is entered)
177 Invalid Change Manager Group The change manager group is not valid. Select the appropriate value.
178 Invalid Change Implementer Group The change Implementer group combination is not valid. Supply
combination (Company is required when missing values, such as company (if organization is present) and
Organization is present, and Organization is organization (if group is present).
required when group is entered)
179 Invalid Change Implementer Group The change Implementer group value is not valid. Select the
appropriate value.
180 Invalid Change Coordinator Group The change coordinator group combination is not valid. Supply missing
combination (Company is required when values, such as company (if organization is present) and organization (if
Organization is present, and Organization is group is present).
required when group is entered)
181 Invalid Change Coordinator Group The change coordinator group value is not valid. Select the appropriate
value.
182 Invalid Alternate Login ID The alternate login ID value is not valid. Select the appropriate value.
183 Invalid For Login ID The for login ID value is not valid. Select the appropriate value.
184 Invalid Process The process value is not valid. Select the appropriate value.
185 Invalid Timing Reason for the Class selected The timing reason is not valid for the selected class. Select the
appropriate value.
186 No Configuration Items were found for the Select a CI type that has associated configuration items.
selected CI Type
187 No Configuration Items were found for the CI Select a CI name that has associated configuration items.
Name entered
188 Company (IA) required when any other IA Select a value for company or clear the values from the other IA fields.
fields are entered
189 Invalid Support Group Association Role The support group association role is not valid. Select the appropriate
value.
190 Invalid Assignment Support Group The assignment support group combination is not valid. Supply missing
required when Group is entered)
191 Invalid Assignment Support Group The support group specified for assignment support group is not a valid
support group value. Select the appropriate value.
192 Invalid Assignee The assignee is not valid. Select the appropriate value.
193 Invalid Vendor Assignment Group The vendor assignment group combination is not valid. Supply missing

194 Invalid Vendor Assignment Group The vendor assignment group is not valid. Select the appropriate value.
195 Invalid Resolution Method The resolution method is not valid. Select the appropriate value.
196 Invalid Script Type The script type is not valid. Select the appropriate value.
197 Invalid Company, Organization and Site The combination of company, organization, and site is not valid. Select
Group combination appropriate combination values.
198 Invalid Author The author is not valid. Select the appropriate value.
199 Invalid Script Description The script description is not valid. Select the appropriate value.
1000 The Organization Company and Location Change either the organization company value or the location company
Company must be the same when creating value to be the same.
mapping records for the Incident
Management Module
1001 Invalid Resolution Product Categorization The resolution product categorization is not valid. Select the appropriate
value.
1002 Invalid Resolution Product Model/Version The resolution product model / version is not valid. Select the
appropriate value.
1003 Resolution Category Tier 1 and 2 are Either select values for resolution category tier 1 and tier 2, or clear the
required fields when Resolution Category value selected for resolution category tier 3.
Tier 3 is entered
1004 Resolution Category Tier 1 is a required field Either select a value for resolution category tier 1, or clear the values
when either Resolution Category 2 or 3 is selected for resolution category tier 2 and tier 3.
entered
1005 Invalid Resolution Categorization The resolution categorization value is not valid. Select the appropriate
value.
1006 Invalid Template Authoring Group The template authoring group value is not valid. Select the appropriate
value.
1007 Invalid Status Reason for the Status selected The status reason value is not valid for the selected status. Select the
appropriate value.
1008 Invalid Resolution Cause The resolution cause value is not valid. Select the appropriate value.
1009 Invalid Template Authoring Company The template authoring company value is not valid. Select the
appropriate value.
1010 Invalid CI Relationship Type selected The CI relationship type value is not valid. Select the appropriate value.
1011 Invalid Incident Relationship Type selected The incident relationship type value is not valid. Select the appropriate
value.
1012 Invalid Relationship Type selected The relationship type value is not valid. Select the appropriate value.
1013 Invalid Locale The locale value is not valid. Select the appropriate value.
1014 Invalid Solution Database ID The solution database ID value is not valid. Select the appropriate
value.
1015 Invalid Known Error ID The known error ID value is not valid. Select the appropriate value.
1016 Invalid Decision Tree Description The decision tree description value is not valid. Select the appropriate
value.

1017 Invalid Decision Tree Previous Branch ID The decision tree previous branch ID value is not valid. Select the
appropriate value.
1018 Invalid Decision Tree Main Branch ID The decision tree main branch ID value is not valid. Select the
appropriate value.
1019 Decision Tree Branch ID cannot be the same Either change the decision tree branch ID value or the decision tree
as Decision Tree Main Branch ID main branch ID value to make them different.
1020 Decision Tree Branch ID cannot be the same Either change the decision tree branch ID value or the decision tree
as Decision Tree Previous Branch ID previous branch ID value to make them different.
1021 No Configuration Items were found for the CI Select a CI name and reconciliation identity combination of values that
Name and Reconciliation Identity has associated configuration items.
combination entered
1022 Invalid Request Identifier Type, BMC Incident Use a request ID that is associated with an installed Remedy
Management is not available component. For example, use one that is not associated with Remedy
Incident Management.
1023 Invalid Relationship Type selected The relationship type value is not valid. Select the appropriate value.
1024 Invalid Request Identifier - To (Request For Invalid Request Identifier - To, replace either the request identifier
Identifier and Request Identifier type do not or request identifier type so that they match.
match)
1025 Invalid Request Identifier - From (Request For Invalid Request Identifier - From, replace either the request
Identifier and Request Identifier type does identifier or request identifier type so that they match.
not match)
1026 Invalid Customer Person ID The customer person ID value is not valid. Select the appropriate value.
1027 More than one record on People has More than one record in the People.xlsx spreadsheet has the same
matched using Customer's Company, First value for customer company, first name, middle name, and last name.
Name, Middle Name and Last Name This record is likely a duplicate. Delete duplicate records.
1028 Invalid Customer Information The customer information value is not valid. Select the appropriate
value
1029 Invalid Contact Person ID The contact person ID value is not valid. Select the appropriate value
1030 Invalid Contact Information The contact information values are not valid. Select the appropriate
value
matched using Contact's Company, First value for contact company, first name, middle name, and last name.
Name, Middle Name and Last Name This record is likely a duplicate. Delete duplicate records.
1032 Invalid Site for selected Customer Company The site value is not valid for the selected customer company. Select
This data may not have been found in the the appropriate value
1033 The site value is not valid for the selected contact company. Select the
appropriate value

Invalid Site for selected Contact Company

1034 Invalid Customer Company The customer company value is not valid. Select the appropriate value
1035 Invalid Owner Support Group The owner support group value is not valid. Select the appropriate
value.
1036 Invalid Owner The owner value is not valid. Select the appropriate value.
1037 Invalid Vendor Contact The vendor contact value is not valid. Select the appropriate value.
matched using Vendor's Company, First value for vendor's company, first name, last name, and phone number.
Name, Last Name and Phone Number This record is likely a duplicate. Delete duplicate records.
1039 New is not a valid Status Change the New status value to a valid status value.
1040 No Default Group was found for the Change the assignee to one which has associated default groups.
Assignee
1041 No Default Group was found for the Owner Change the owner to one which has associated default groups.
1042 Invalid Change Request Status The status indicates that the change request is in an active approval
state so there should be pending approval signatures on the APR:
LoadSignature form. However, there are no Pending Approval
Signatures. Change the status of the change request to something
other than active approval.
1043 Invalid Incident Number The incident number value is not valid. Select the appropriate value.
1044 More than one Assignee was found for the There are duplicate assignees with the same support company, support
specified Support Company, Support organization, and assigned group. Remove the duplicates.
Organization and Assigned Group with the
same name
1045 More than one Owner was found for the There are duplicate owners with the same owner support company,
specified Owner Support Company, Owner owner support organization, and owner group. Remove the duplicates.
Support Organization and Owner Group with
the same name
1046 More than one Assignee was found with the There are duplicate assignees with the same name. To narrow the
same name. Try using the Assignee Login ID search, enter search criteria in the assignee login ID, support company,
or the Support Company, Support support organization, assigned group, or any combination of these
Organization and Assigned Group fields to fields.
narrow the search
1047

More than one Owner was found with the There are duplicate owners with the same name. To narrow the search,
same name. Try using the Owner Login ID or enter search criteria in the owner login ID, owner support company,
the Owner Support Company, Owner owner support organization, owner group, or any combination of these
Support Organization and Owner Group fields.
fields to narrow the search
1048 Incident associating From is set as Duplicate Replace the incident referenced in Incident Associating From with an
- Can not make any Associations to this incident that is not duplicate.
incident
1049 Incident associating From is set as Original - Replace the incident referenced in Incident Associating From with an
Can not use Relationship Type as Duplicate incident that is not original, or change the Relationship Type to a type
of for this incident other than Duplicate.
1050 The process specified indicates that it is the The process specified indicates that it is the current process for the
current process for the parent record parent record. Change the status for the parent record so that it is in an
active approval state.
1051 Invalid Owner Support Group combination The owner support group combination is not valid. Supply missing
(Company is required when Organization is values, such as company (if organization is present) and organization (if
present, and Organization is required when group is present).
Group is entered)
1052 Incident associating From will be set to Either clear the associations being made to the incident referenced in
Duplicate during promotion - Can not make Incident associating From or replace the incident reference with one
any further Associations to this incident that will not become a duplicate during promotion.
1053 Incident associating From will be set to Either reference an incident in Incident associating From that has a
Original during promotion - Can not use Relationship Type other than Duplicate or replace the incident reference
Relationship Type as Duplicate of for this with one that will not be set to original during promotion.
incident
1054 Incident associating To will be set to Original Either reference an incident in Incident associating To that has a
during promotion - Can not use Relationship Relationship Type other than Original or replace the incident reference
Type as Original of for this incident with one that will not be set to original during promotion.
1055 Incident associating To will be set to Either clear the associations being made to the incident referenced in
Duplicate during promotion - Can not make Incident associating To or replace the incident reference with one that
any further Associations to this incident will not become a duplicate during promotion.
1056 Invalid Request ID The request ID value is not valid. Select the appropriate value.
1057 Invalid Recipient Group The recipient group value is not valid. Select the appropriate value.
1058 Invalid Recipient Person ID The recipient person ID value is not valid. Select the appropriate value.
1059 Invalid Recipient The recipient value is not valid. Select the appropriate value.
1060 More than one People record matches More than one records in the Transactional-SharedComponents.
Recipient xlsx spreadsheet has the same value in the Recipient column on the
CFG-Reminders tab. Replace the recipient with a more specific name.
For example, if you have just included first name, add the last name; if
you have both first and last name and it is still is not unique, add a
middle initial or name.
1061 Request Identifier - To and Request Identifier Change either the request identifier to value or the request identifier
- From cannot be the same from value to make them different.
1062 Invalid Requester Person The requestor person value is not valid. Select the appropriate value.

1063 Invalid Requested For Person The requested for person value is not valid. Select the appropriate
value.
1064 More than one People record matches There are duplicate records with the same Requester in People.xlsx.
Requester Remove the duplicates.
1065 More than one People record matches There are duplicate records with the same Requester For in People.
Requested For xlsx. Remove the duplicates.
1066 Invalid Requester Support Group The requestor support group value is not valid. Select the appropriate
value.
1067 Invalid Requester Person ID The requestor person ID value is not valid. Select the appropriate value.
1068 Invalid Requested For Person ID The requested for person ID value is not valid. Select the appropriate
value.
1069 Invalid Assignee Group The assignee group value is not valid. Select the appropriate value.
1070 Scheduled Start Date cannot be after Change either the scheduled start date or scheduled end date so that
Scheduled End Date the scheduled start date precedes the scheduled end date.
1071 Actual Start Date cannot be after Actual End Change either the actual start date or actual end date so that the
Date scheduled start date precedes the scheduled end date.
1072 Company and Cost Center Code Either change the values in the company or cost center code to make
combination is not valid or Cost Center is not the combination of values valid or set the cost center to active.
set to Active
1073 Invalid Cost Type The cost type value is not valid. Select the appropriate value.
1074 Invalid Identifier The identifier value is not valid. Select the appropriate value.
1075 No Default Group was found for the Problem Provide the default group that is missing from either the problem
Coordinator Assignee or Problem coordinator assignee or problem coordinator assignee login.
Coordinator Assignee Login
1076 More than one Problem Coordinator (PC) There are duplicate problem coordinator (PC) assignees with the same
Assignee was found with the same name. name. To narrow the search, enter search criteria in the PC Assignee
Try using the PC Assignee Login or the PC Login, PC Support Company, PC Support Organization, PC Assigned
Support Company, PC Support Organization Group, or any combination of these fields.
and PC Assigned Group fields to narrow the
search
1077 Invalid Problem Coordinator Assignee The problem coordinator assignee value is not valid. Select the
appropriate value.
1078 More than one Problem Coordinator (PC) There are duplicate problem coordinator (PC) assignees with the same
Assignee was found for the specified name. To narrow the search, enter search criteria in the PC Support
Coordinator Support Company, Coordinator Company, PC Support Organization, PC Assigned Group, or any
Support Organization and Coordinator combination of these fields.
Assigned Group with the same name
1079 Invalid Problem Coordinator Assigned Group The problem coordinator assigned group value is not valid. Select the
appropriate value.
1080 Problem Coordinator Assignee Login or Check the Problem Coordinator Functional Role in the Support Groups
Problem Coordinator Assignee do not have tab of People form.
Problem Coordinator functional role

1081 Invalid Vendor Name The vendor value is not valid. Select the appropriate value.
1082 Invalid Root Cause The root cause value is not valid. Select the appropriate value.
1083 Invalid Coordinator Support Company The coordinator support company value is not valid. Select the
appropriate value.
1084 Invalid Coordinator Support Organization The coordinator support organization value is not valid. Select the
appropriate value.
1085 Invalid Coordinator Support Group The coordinator support group value is not valid. Select the appropriate
value.
1086 Invalid Implementer Support Company The implementer support company value is not valid. Select the
1087 Invalid Implementer Support Organization The implementer support organization value is not valid. Select the
appropriate value.
1088 Invalid Implementer Support Group The implementer support group value is not valid. Select the
appropriate value.
1089 Invalid Association (Can not make Change the association to one that is valid.
associations to Solution Database from
Infrastructure Change)
1090 Invalid Requester Company The requester company value is not valid. Select the appropriate value.
1091 Invalid Request Identifier Type, BMC Use a request identifier type that is associated with a Remedy
Problem Management is not available component that is installed. For example, use a request identifier type
that is not associated with Remedy Problem Management.
1092 Invalid Request Identifier Type, BMC Change Use a request identifier type that is associated with a Remedy
Management is not available component that is installed. For example, use a request identifier type
that is not associated with Remedy Change Management.
1093 Invalid Request Identifier Type - From (Can Change the Request Identifier Type - From to one that is valid.
not make associations From Solution
Database)
1094 Invalid Problem Investigation Location The problem investigation location is not valid. Select the appropriate
Information values.
1095 The Support Organization and Support The requester's support organization and support group name values
Group Name of the Requester is not valid. are not valid. Select the appropriate values.
1096 Invalid Problem Assignment Support Group The problem assignment support group value is not valid. Select the
appropriate value.
1097

Invalid Problem Coordinator Assignment The problem coordinator assignment support group combination is not
Support Group combination (Company is valid. Supply missing values, such as company (if organization is
required when Organization is present, and present) and organization (if group is present).
Organization is required when Group is
entered)
1098 Invalid Problem Assignment Support Group The problem assignment support group combination is not valid. Supply
1099 Invalid Known Error Assignment Support The known error assignment support group combination is not valid.
Group combination (Company is required Supply missing values, such as company (if organization is present)
when Organization is present, and and organization (if group is present).
Organization is required when Group is
entered)
1100 Broadcast Start Date cannot be greater than Change either the broadcast start date or the broadcast end date so
Broadcast End Date that broadcast start date precedes broadcast end date.
1101 Invalid Broadcast Originated From; BMC The Broadcast Originated From value is not valid. Select a value that
Remedy Incident Management is not does not require Remedy Incident Management to be installed. For
available example, numbers prefixed by HPD require Remedy Incident
Management be installed.
Remedy Change Management is not does not require Remedy Change Management to be installed. For
available example, numbers prefixed by CHG require Remedy Change
Remedy Problem Management is not does not require Remedy Problem Management to be installed. For
available example, numbers prefixed by PBM require Remedy Problem
1104 Invalid Broadcast Originated From ID; either The broadcast originated from ID value does not exist or the originated
ID does not exist or Originated From record from record is not correct. Correct either the broadcast originated from
has error ID or the originated from record.
1105 Invalid Form; BMC Remedy Incident The form is not valid. Use the appropriate form.
Management is not available
1106 Invalid Form; BMC Remedy Change The form is not valid. Use the appropriate form.
1107 Invalid Form; BMC Remedy Problem The form is not valid. Use the appropriate form.
1108 Invalid Link to Request ID The link to request ID value is not valid. Select the appropriate value.
1109 Invalid Cost Category; BMC Remedy The broadcast originated from value entered in the Cost Category
Incident Management is not available column on the FIN-Costs tab of the Transactional-
SharedComponents.xlsx spreadsheet requires Remedy Incident
Management be installed and it is not. Enter a value that corresponds
with a component you have installed. For example, enter a value other
than Incident.
1110 Invalid Cost Category; BMC Remedy

Change Management is not available

The broadcast originated from value entered in the Cost Category

column on the FIN-Costs tab of the Transactional-
SharedComponents.xlsx spreadsheet requires Remedy Change
than Infrastructure Change.
1111 Invalid Cost Category; BMC Remedy The broadcast originated from value entered in the Cost Category
Problem Management is not available column on the FIN-Costs tab of the Transactional-
SharedComponents.xlsx spreadsheet requires Remedy Incident
than Problem Investigation.
1112 Invalid Cost Category; Cost Category has to The cost category value is not valid. Assign it a value of either Incident,
be Incident, Infrastructure Change, Problem Infrastructure Change, Problem Investigation, Solution, or Known Error.
Investigation, Solution, or Known Error
1113 Invalid Requested By Support Company The requested by support company value is not valid. Select the
1114 No Default Group was found for the Change Change either the change manager or the change manager login to one
Manager or Change Manager Login that has an associated default group.
1115 No Default Group was found for the Change Change either the change implementer or the change implementer login
Implementer or Change Implementer Login to one that has an associated default group.
1116 More than one Change Manager Coordinator There are duplicate change manager coordinators with the same name.
was found with the same name. Try using To narrow the search, enter search criteria in the Change Manager
the Change Manager Login or the Manager Login, Change Manager Support Company, Manager Support
Support Company, Manager Support Organization, Manager Support Group Name, or any combination of
Organization and Manager Support Group these fields.
Name to narrow the search
1117 More than one Change Implementer was There are change implementers with the same name. To narrow the
found with the same name. Try using the search, enter search criteria in the Change Implementer Login,
Change Implementer Login or the Implementer Support Company, Implementer Support Organization,
Implementer Support Company, Implementer Implementer Support Group, or any combination of these fields.
Support Organization and Implementer
Support Group Name to narrow the search
1118 Invalid Implementer The implementer value is not valid. Select the appropriate value.
1119 More than one Change Manager was found There are duplicate change managers for the specified manager
for the specified Manager Support Company, support company, manager support organization, or manager support
Manager Support Organization and Manager group name with the same name. Remove any duplicates.
Support Group Name with the same name
1120 More than one Change Implementer was There are duplicate change implementers for the specified implementer
found for the specified Implementer Support support company, implementer support organization, or implementer
Company, Implementer Support support group name with the same name. Remove any duplicates.
Organization and Implementer Support
Group Name with the same name

1121 Invalid Change Manager Login The change manager login value is not valid. Select the appropriate
value.
1122 Invalid Change Implementer Login The change implementer login value is not valid. Select the appropriate
value.
1123 Invalid End Time; End Time must be greater Either change the end time or the activate time so that the activate time
than Activate Time precedes the end time.
1124 Invalid Manager Support Company The manager support company value is not valid. Select the
1125 Invalid Manager Support Organization The manager support organization value is not valid. Select the
appropriate value.
1126 Invalid Manager Support Group The manager support group value is not valid. Select the appropriate
value.
1127 More than one People record matches There are duplicate records in People.xlsx with the same Requested
Requested By Support Company, First By Support Company, First Name, Middle Name, or Last Name.
Name, Middle Name and Last Name Remove the duplicates.
1128 More than one People record matches There are duplicate records in People.xlsx with the same Requested
Requested For First Name and Last Name For First Name or Last Name. Remove the duplicates.
1129 The Requested By First Name and Last Either assign a login ID to the Requested By First Name, Last Name, or
Name, or Person ID specified does not have Person ID you specified, or assign the Create Request flag a value of
a Login ID. When the Create Request flag is No.
set to Yes, the Customer must have a Login
ID
1130 Invalid Requested By Support Group The requested by support group combination is not valid. Supply
1131 Invalid Scheduled Start Date; Scheduled Change either the scheduled start date or the required start date so that
Start Date comes before the Required Start the scheduled start date precedes the required start date.
Date
1132 Invalid Requested End Date; Requested End Change either the requested end date or the requested start date so
Date must be greater than Requested Start that the requested start date precedes the requested start date.
Date
1133 Invalid Scheduled End Date; Scheduled End Change either the scheduled end date or the scheduled start date so
Date must be greater than Scheduled Start that the scheduled start date precedes the scheduled start date.
Date
1134 Invalid Actual End Date; Actual End Date Change either the actual end date or the actual start date so that the
must be greater than Actual Start Date actual start date precedes the actual start date.
1135 Invalid Login ID in the Individual Approver The login ID value specified in the Individual Approver field is not valid.
field Select the appropriate value.
1136 Only the Individual Approver field or Group Values exist in fields other than the Individual Approver or Group
Approver fields can be populated Approver. Clear the other fields of their values.

1137 For Group Approvers, the Support Company, Either no support company, support organization, or support group or a
Support Organization and Support Group combination of these was specified for the group approver. Specify the
fields are required missing values.
1138 Invalid Task Group Template ID The task group template ID value is not valid. Select the appropriate
value
1139 There are no members in the specified Replace the specified support group with one that has members
Support Group that have the functional role assigned to the support group functional role.
of Infrastructure Change Approver
1140 Invalid Ticket Request ID The ticket request ID value specified is not valid. Select the appropriate
value.
1141 Invalid Process The process value specified is not valid. Select the appropriate value.
1142 Invalid Change Request Status Select a valid change request status.
1143 Invalid Task Group Identifier. Either Task The task group identifier value specified is not valid. Either specify a
Group does not exist or Request ID and task group that exists or specify a Request ID and Request Form Name
Request Form Name do not match the Task that match the task being loaded.
being loaded.
1144 The Level specified is greater than the Max Either specify a Level that is less than the Max Approval Level for the
Approval Level for the Process Process or change the Max Approval Level that is less than the Level.
1145 Invalid Breach Reason The breach reason value is not valid. Select the appropriate value.
1146 Invalid Breach Exception The breach exception value is not valid. Select the appropriate value.
1147 Invalid Scheduled Start Date; Schedule Start Change either the scheduled start date or the earliest start date so that
Date comes before the Earliest Start Date the scheduled start date precedes the earliest start date.
1148 The Level must be greater than 0 Change the value specified for level so that is greater than zero.
1149 The parent record must be in an active Assign active approval status to parent record.
approval state for the Approval Status to be
Pending
1150 The parent record must be in an active Change the parent record to the active approval state.
approval state if the process specified is the
current process
1151 The parent record must be Rejected if the Assign rejected status to parent record.
Approver Status is Rejected
1152 If the approval status is set to Rejected all Change all of the approval signature records to closed for that change
other approval signatures for the same record.
parent record and process must be set to
Closed
1153 Change Manager or Change Manager Login Either assign the Change Manager functional role to the Change
do not have Change Manager functional role Manager or Change Manager Login being specified, or specify a
Change Manager or Change Manager Login that has Change Manager
functional role assigned.
1163 Invalid License Type The license type value specified is not valid. Select the appropriate
value.
1164 Either replace the login ID specified or the support group to match on
that exists on CTM:LoadSupportGroupAssociation.

Support Group must exist as a valid Support

Group on CTM:
LoadSupportGroupAssociation for the
specified Login ID
1165 Invalid Template Identifier for the Template Select a valid template identifier for the template type selected, or apply
Type selected or Template is not Active the Active attribute to the template.
1166 Predecessor and Successor with the same Either change the instance ID of the predecessor or change the
Instance ID is not permitted instance ID of the successor.
1167 Proposed flow is not permitted as it would A flow have been previously defined that would make this flow
cause a loop recursive. For example, if you previously defined a flow from A to B, you
cannot now define a flow from B to A.
1168 Successor cannot be set to 'Start' Only predecessors can be set to Start.
1169 Invalid Successor The successor value specified is not valid. Select the appropriate value.
1170 Invalid Predecessor The predecessor value specified is not valid. Select the appropriate
value.
1171 Invalid Flow; Predecessor and Successor Correct the flow to use predecessors and successors that belong to the
Associations must belong to the same same parent.
Parent
1172 Parent of Association Template must be set Set the association template's parent type to Standard and its status to
to Type of 'Standard' and Status 'Active' Active.
1173 Invalid Association (Reverse Association Either discard the current association or correct the reverse association
exists on Staging form) on the staging form.
1174 Invalid Association (Reverse Association Either discard the current association or correct the reverse association
exists on Target form) on the target form.
1175 Invalid Association (Template Identifier and Either use the same company in the template identifier and task group
Task Group Template Identifier should have template identifier, or use - Global - as the template identifier company.
same company or Template Identifier
Company should be '- Global -')
1176 Invalid Automatic Command Selection Use a valid value in the automatic command selection.
1177 Invalid Task Group Template Identifier or Either use a valid task group template identifier, or set the template
Template is not Active status to Active.
1178 Invalid Time Out Status Reason Selected Select a valid time out status reason.
1179 Invalid Request Form Name The requestor form name value specified is not valid. Select the
appropriate value.
1180 Parent Instance ID and Child Instance ID Either change the parent instance ID or the child instance ID to make
cannot be the same them different.
1181 Invalid Parent Instance ID The parent instance ID value specified is not valid. Select the
appropriate value.
1182 Invalid Child Instance ID The child instance ID value specified is not valid. Select the appropriate
value.
1183 Invalid Relationship (CI to CI Relationship is You are trying to create a relationship between CIs and that is not
not allowed here) allowed. Change one of the CIs specified to a different type.

1184 Invalid Relationship (CI can not be Child) The CI must be the parent in a relationship. Change the parent to make
it the CI and change the child to make it something other than CI.
1185 License Expiration Date Must Be Later Than Change either the license expiration date or the license effective date
The License Effective Date so that the license effective date precedes the license expiration date.
1186 Expiration Date is in the past Change the Expiration Date so that it is either the current date or a date
later than the current date.
1187 Invalid Owner Support Company The Owner Support Company value specified is not valid. Select the
1188 Invalid Notification Group The Notification Group value specified is not valid. Select the
appropriate value.
1189 Invalid Parent Contract ID The parent contract ID value specified is not valid. Select the
appropriate value.
1190 Invalid Notification Contact The Notification Contract value specified is not valid. Select the
appropriate value.
1191 Invalid Change Requester The Change Requester value specified is not valid. Select the
appropriate value.
1192 Invalid Owner Group The Owner Group value specified is not valid. Select the appropriate
value.
1193 Invalid Owner Contact The Owner Contract value specified is not valid. Select the appropriate
value.
1194 Invalid Authorized Callers The Authorized Callers value specified is not valid. Select the
appropriate value.
1195 Invalid Term The Term value specified is not valid. Select the appropriate value.
1196 Invalid Term Condition The Term Condition value specified is not valid. Select the appropriate
value.
1197 The Expiration Date must be later than the Change either the expiration date or the start date so that the start date
Start Date precedes the expiration date.
1198 The Notification Date you entered is later Change either the notification date or the expiration date so that the
than the Expiration Date. Enter a Notification notification date precedes the expiration date.
Date that is earlier than the Expiration Date
1199 Invalid Parent Identifier for the Parent Type Either change the parent identifier to match the type selected or change
selected the type to match the parent identifier specified.
1200 Invalid Parent Reconciliation ID The Parent Reconciliation ID value specified is not valid. Select the
appropriate value.
1201 Invalid Child Reconciliation ID The Child Reconciliation ID value specified is not valid. Select the
appropriate value.
1202 Invalid Relationship Type The Relationship Type value specified is not valid. Select the
appropriate value.

1203 Parent Reconciliation ID and Child Change either the Parent Reconciliation ID or the Child Reconciliation
Reconciliation ID cannot be the same ID to make them different.
1204 'Change Request Prev Status' cannot be the Either change the value specified for Change Request Prev Status or
same as 'Change Request Status' if Status is Change Request Status to make them different or Change the Status to
Rejected or Pending something other than Rejected or Pending.
1205 Invalid 'Change Req Prev Status Reason' for Either change the value selected for Change Req Previous Status
the 'Change Requested Prev Status' Reason or the value selected for Changed Requested Prev Status.
selected
1206 Invalid Supplier Name The Supplier Name value specified is not valid. Select the appropriate
value.
1207 Invalid Request Identifier - To (CI is not a The Request Identifier - To value specified is not valid. Select the
Business Service CI) appropriate value.
1208 Invalid Request Identifier - From (CI is not a The Request Identifier - From value specified is not valid. Select the
Business Service CI) appropriate value.
1209 Invalid Contract Type Select a valid contract type and retry.
1210 The License Type associated with the Change the license type so it is Not Applicable.
permission should be 'Not Applicable'
1211 The License Type associated with the Change the license type so it is Read.
permission should be 'Read'
1212 The License Type associated with the Change the license type so it is Fixed.
permission should be 'Fixed'
1213 The License Type associated with the Change the license type so it is Floating.
permission should be 'Floating'
1214 The License Type associated with the Change the license type so it is Fixed or Floating.
permission should be 'Fixed or Floating'
1215 The License Type associated with the Change the license type so it is Fixed, Floating or None.
permission should be 'Fixed, Floating or
None'
1216 Invalid Payment Code The Payment Code value specified is not valid. Select the appropriate
value.
1217 Invalid Payment Period The Payment Period value specified is not valid. Select the appropriate
value.
1218 Invalid Categorization Tier 1 The Categorization Tier 1 value specified is not valid. Select the
This data is not found in the Product Catalog appropriate value.
in a valid state, or may not have successfuly
validated in a previous step
1219 Invalid Categorization Tier 2 The Categorization Tier 2 value specified is not valid. Select the
This data is not found in the Product Catalog appropriate value.
1220 The Categorization Tier 3 value specified is not valid. Select the
appropriate value.

Invalid Categorization Tier 3

This data is not found in the Product Catalog
1221 'CI Type of Relationship' can be 'CI' only if Either use a value other than CI for CI Type of Relationship or change
'Request Identifier Type' is 'Incident', 'Known the value specified for Request Identifier Type to one of Incident,
Error' or 'Problem Investigation' Known Error or Problem Investigation.
1222 Invalid Service ReconID The Service Recon ID value specified is not valid. Select the
appropriate value.
1223 Invalid CI ReconID The CI Recon ID value specified is not valid. Select the appropriate
value.
1224 CI Type of Relationship' can be 'Service CI' Either use a value other than Service CI for CI Type of Relationship or
only if 'Request Identifier Type' is 'Incident', change the value specified for Request Identifier Type to one of
'Infrastructure Change', 'Known Error' or Incident, Infrastructure Change, Known Error or Problem Investigation.
'Problem Investigation'
1225 Parent Relationship Type can only be Change the value for Parent Relationship Type to Configuration Item or
"Configuration Item" or "Contract" Contract.
1226 Child Relationship Type can only be Change the value for Child Relationship Type to Contract or License
"Contract" or "License Certificate" Certificate.
1227 Invalid Cost per Asset Currency Correct the value specified for Cost per Asset Currency.
1228 Invalid Residual Value Currency Correct the value specified for Residual Value Currency.
1229 Invalid Payment Amount Due Currency Correct the value specified for Payment Amount Due Currency.
1230 Invalid Payment Amount Sent Currency Correct the value specified for Payment Amount Sent Currency.
1231 Connection Ans 01 must be an integer Either replace the value for Connection Ans 01 with an integer or
change the field type to Char on the Build Connection Questions page
of the Create License Type wizard.
Note: For more information about configuring license types, see

Configuring license types.
Note: For more information about configuring license types, see License
type configuration.
type configuration.
1234 Connection Ans 04 must be an integer

Either replace the value for Connection Ans 04 with an integer or

type configuration.
type configuration.
type configuration.
type configuration.
type configuration.
type configuration.
type configuration.
1241 Compliance Ans 01 must be an integer Either replace the value for Compliance Ans 01 with an integer or
change the field type to Char on the Build Compliance Questions page
type configuration.
1242 Compliance Ans 02 must be an integer

Either replace the value for Compliance Ans 02 with an integer or

type configuration..
type configuration.
type configuration.
type configuration.
type configuration.
type configuration.
type configuration.
type configuration.
1250 Compliance Ans 10 must be an integer

Either replace the value for Compliance Ans 10 with an integer or

type configuration.
1251 Connection Ans 01 must be blank since Either remove the value for Connection Ans 01 or configure a question
there is no associated question using the License Type Wizard as described in License type
configuration.
configuration.
configuration.
configuration.
configuration.
configuration.
configuration.
configuration.
configuration.
configuration.
1261 Compliance Ans 01 must be blank since Either remove the value for Compliance Ans 01 or configure a question
configuration.
configuration.
configuration.

configuration.
configuration.
configuration.
configuration.
configuration.
configuration.
configuration.
1271 Termination conditions, Expiration Date and Either remove the values specified for Termination conditions,
Notification Date should be blank when Term Expiration Date, and Notification Date fields, or change the value of
is Never ending Term to something other than Never ending.
1272 The Master Certificate Identifier must be Either remove the value specified for Master Certificate Identifier or
blank if Certificate Group Status is "No change the value specified for Certificate Group Status to something
Group" or "Master Certificate" other than No Group or Master Certificate.
1273 The Master Certificate Identifier specified Either use a different master certificate identifier or choose another
either does not exist or does not have an license certificate.
identical Product Tier, License Type and
Contract for this license certificate
1274 The License Type specified does not exist Specify a license type that exists.
1275 Certificate Group Status can be "Attached to Either change the value specified for the Certificate Group Status to
Group" or "Master Certificate" only if something other than Attached to Group or Master Certificate or set
Groupable is set to Yes" for the Groupable to Yes for the license type.
corresponding License Type
1276 The Change Request Previous Status cannot Either change the value of Change Request Previous Status to
be "Rejected" if Change Request Status is something other than Rejected or change the Change Request Status
"Pending". A "Rejected" change request can to Restart.
have a status of "Restart" but not "Pending"
1277 Requester Company must be a valid The Requester Company must exist on COM:Company with a type of
company in COM:Company form with a type either Operating Company, Customer, or Vendor. Select the
of either Operating Company, Customer or appropriate value.
Vendor
1278

Requested For Company must be a valid The Requested Company must exist on COM:Company with a type of
company in COM:Company form with a type either Operating Company, Customer. Select the appropriate value.
of either Operating Company or Customer
1279 Assignee Company must be a valid company The Assignee Company must exist on COM:Company. Select the
in the COM:Company form appropriate value.
1280 Invalid Vendor Person ID The Vendor Person ID must match a Person ID in the CTM:People
form. Select the appropriate value.
1281 The Corporate ID and Company specified The Corporate ID and Company must match both the Corporate ID and
does not exist on People form Company in the CTM:People form. Select the appropriate value.
1282 There is no Login ID associated to the The Login ID is not associated to the Corporate ID and Company
Corporate ID and Company specified specified in the CTM:People form. Select the appropriate value.
1283 The Login ID associated to the Corporate ID The Login ID associated to the Corporate ID and Company must exist
and Company does not exist on User form in the User form. Select the appropriate value.
1284 The Template Name does not exist on CTM: The Template Name must exist on CTM:LoadPeopleTemplate, or the
LoadPeopleTemplate, or the template is not template must be promoted. Select the appropriate value.
promoted
1285 Invalid Change Coordinator The Change Coordinator specified must exist in CTM:People form with
a functional role of Infrastructure Change Coordinator.
1286 Product Type cannot be found using the CI The CI Type is invalid. Select the appropriate value.
Type specified
1287 There must be a default support group Specify a default support group for the template.
specified for the template
1290 Invalid Certificate Name. There is no The Certificate Name must exist in either AST:LoadLicenseCertificates
matching License Certificate. or AST:LicenseCertificates.
1291 Invalid categorization doesn't exist in the The Product Categorization must exist in PDL:ProductDictionary. Select
PDL:ProductDictionary the appropriate value.
1292 Invalid CI Name The CI Name is invalid. Select the appropriate value.
1293 Invalid Asset Reconciliation Identity The Asset Reconciliation Identity is invalid. Select the appropriate
value.
1294 Invalid Relationship Type - People The Relationship Type is invalid for Asset People relationship. Select
the appropriate value.
1295 Invalid Relationship Type - Organization The Relationship Type is invalid for Asset People Organization
relationship.
1296 Invalid Relationship Type - Support Group The Relationship Type is invalid for Asset People Support Group
relationship. Select the appropriate value.
1297 Invalid Relationship Type - Support Group - The Relationship Type is invalid for Asset People multiple Support
Multiple Group Group relationship. Select the appropriate value.
1298 Invalid Request Type The Request Type is invalid. Select the appropriate value.
1299 Invalid Relationship Level The Relationship Level is invalid. Select the appropriate value.
1300 Invalid People Organization structure The People Organization structure must exist in the CTM:People
Organization form. Select the appropriate value.

1301 Invalid Object Template Identifier for The Object Template Identifier is invalid. Select a valid Object Template
Selected Object Template Type Identifier for the template type selected.
1302 Invalid Variable Template Identifier The Variable Template Identifier is invalid. Use a valid Variable
Template Identifier.
1304 Invalid Variable Mapping (Variable Template Either use the same company in the template identifier, or use -Global-
Identifier and Object Template Identifier as the template identifier company.
should have the same company or Variable
Template Identifier should be '- Global -')
1323 Invalid Inherent Group The Inherent Group is invalid. Provide the appropriate value.
11000 Invalid Product Category The Product Category is invalid based on data in the Product Catalog.
This data may not be found in the Product Enter a valid Product Category.
failed.
11003 Invalid Support Company The Support Company is invalid based on data in the Company form.
This data may not have been found in the Enter a valid Support Company.
11006 Invalid Product Name The Product Name is invalid based on data in the Product Catalog.
This data may not be found in the Product Enter a valid Product Name.
failed.
11008 Invalid Product Categorization Tier 1 The Product Categorization Tier 1 is invalid based on data in the
This data may not be found in the Product Product Catalog. Enter a valid Product Categorization Tier 1.
failed.
failed.
failed.
12100 Invalid Child CI Name or Child Class ID The Child CI Name or Child Class ID is invalid. Provide a value that
matches one of the values for the Name field in the BMC_BaseElement
form.

12101 Invalid Parent CI Name or Parent Class ID The Parent CI Name or Parent Class ID is invalid. Provide a value that
matches one of the values for the Name field in the BMC_BaseElement
form.
12103 An error was encountered during CI data Asset CI or Attribute data did not load successfully.
load.
15000 Invalid Knowledge Source Name Specify a valid Knowledge Source Name.
15001 The specified Author user does not exist or The Article Author is Invalid. Specify an author with the required
does not have proper permissions permissions for creating knowledge articles.
15002 The specified Assignee user does not exist The Article Assignee is Invalid. Specify an assignee with the required
or does not have proper permissions or is permissions for creating knowledge articles.
not available
15003 The specified Owner user does not exist or The Article Owner is Invalid. Specify an owner with the required
does not have proper permissions or is not permissions for creating knowledge articles.
available
15004 Invalid Article Status (only 'Draft', 'Published' Specify the article status as "Draft", "Published" or "Closed".
or 'Retired')
15005 Invalid Article Language (does not exist on Specify a valid language for the article.
form 'RKM:LanguageLocalization')
15006 Invalid Article Document ID (does not exist The article specified does not exist. Specify a valid article ID.
on 'RKM:KnowledgeArticleManager')
15007 Invalid 'Related Entity Primary ID' (does not Specify a valid related entity ID.
exist on 'Related Article Form')
15008 Invalid 'AR Group name' (does not exist on Specify a valid 'AR Group Name'.
'Group' form or the 'Group ID' is < 0 or
'Group Category' is "Dynamic" or 'Status' is
not "Current")
15009 Invalid Article Rating (must be an integer in Specify an article rating between 1-5.
the range 1-5)
15011 Invalid Article Status transition (does not Specify a valid article status.
exist on 'RKM:CFG-StatusTransition')
15012 The event time for 'Create' event should be Specify a valid time for the article history entry.
the least among all other event records on
staging form for the same Article
15013 The event time for 'Create' event should be Specify a valid time for the article history entry.
the least among all other event records on
target form for the same Article
15014 The new status value in the last 'Status Specify the new status, which should be the same
Change' event should match the current as the current status.
status of the article on 'RKM:
KnowledgeArticleManager'
15015 The new Assignee user in the last Specify the new user, which should be the same
'Assignment' event should match the current as the current user.
Assignee of the article on 'RKM:

15016 The event time is not in accordance with the Specify the event time between the creation date
Article Submit/Modified Date on 'RKM: and last modification date
15017 Invalid Visibility Group Name Specify a valid visibility group name.
25000 Article Title is required Specify a title for the article. It cannot be blank.
Errors for required fields

The following table lists error codes from missing required fields.
Error codes from missing required fields
200 Missing Required Fields For Access ID Specify values for the Access ID's required fields.
201 Missing Required Fields For It Skills When IT Skills is selected, Operational Category Tier 1 and Product
Category Tier 1 are required.
202 Missing Home Fields Home fields are required when client type is set to Home-based.
203 Paging Times Is Required Specify paging times values.
204 Time Zone Is Required Specify a time zone.
205 The Open Times field and Close Times field Either specify values or clear the values for both the Open Time and
must either both have values or both be empty Close Times fields.
206 Pager Service Provider Is Required When On- Either specify a pager service provider value or assign On-Call
Call Paging Type Is Generic Paging Type a value other than Generic.
207 Pager Parameters Email Is Required For The Either specify a pager parameters email value or select a pager
Selected Pager Service Provider service provider that does not require a pager parameters email.
208 Pager Parameters Pin Is Required For The Either specify a pager parameters pin value or select a pager
Selected Pager Service Provider service provider that does not require a pager parameters pin.
209 Pager Parameters Phone Is Required For The Either specify a pager parameters phone number value or select a
Selected Pager Service Provider pager service provider that does not require a pager parameters
phone number.
210 Pager Parameters Pin And Phone Is Required Either specify a pager parameters pin or a pager parameters phone
For The Selected Pager Service Provider value or select a pager service provider that does not require a
pager parameters pin or pager parameters phone.
211 Operational Category Tier 1 and 2 are required Either select values for operational category tier 1 and tier 2, or
fields when Operational Category Tier 3 is clear the value selected for operational category tier 3.
entered
212 At least one sub-category is required when Specify at least one subcategory.
Incident Management is selected
213 Change Management selected; at least one sub Specify at least one subcategory.
category is required
214 Source Cost Center And Distribution Percentage Specify values for Source Cost Center and Distribution Percentage.
Are Required

215 Person ID Is Required Specify a value for Person ID.
216 Source Cost Center Is Required Specify a value for Source Cost Center.
217 Both the Product Name and Manufacturer are Specify values for both product name and manufacturer.
required when defining a Product within Product
Catalog
218 Login ID is required when On-Call paging type is Either specify a value for Login ID or set the On-Call Paging Type to
set to Individual a value other than Individual.
219 Site Required when the Client Type is Office- Either specify a value for Site or specify a value for Client Type
Based Employee, Field-Based Employee or other than Office-Based Employee, Field-Based Employee, or
Contractor Contractor.
220 Missing Required Fields for Wallet attribute When Wallet Attribute is selected, Category and Type are required.
221 Generic Category Tier 1 and 2 are required Either select values for generic category tier 1 and tier 2, or clear
fields when Generic Category Tier 3 is entered the value selected for generic category tier 3.
222 Manufacturer is required when specifying Either specify a value for Manufacturer or clear any value specified
Product Name for Product Name.
223 Product Name required with specifying Either specify a value for Product Name or clear any value specified
Manufacturer for Manufacturer.
224 Product Tier 1 through 3, Manufacturer, and Either specify values for Product Tier 1 through 3, Manufacturer, or
Product Name fields are required when Model Product Name, or clear any value specified for Model Version.
Version is entered
225 Product Tier 1 through 3 are required when Either specify values for Product Tier 1 through 3, or clear any value
either Product Name or Manufacturer is entered specified for Product Name and Manufacturer.
226 Product Tier 1 is required when Product Tier 2 or Either specify values for Product Tier 1, or clear any values
3 is entered specified for Product Tier 2 and Product Tier 3.
227 Product Tier 1 and 2 are required fields when Either specify values for Product Tier 1 and 2, or clear any value
Product Category Tier 3 is entered specified for Product Category Tier 3.
228 Operational Category Tier 1 is a required field Either specify a value for Operational Category Tier 1 or clear any
when either Operational Category 2 or 3 is values specified for Operation Category 2 and Operational Category
entered 3.
229 Company Menu Structure Tier 1 is required Either specify a value for Company Menu Structure Tier 1 or clear
when Menu Structure Tier 2 is entered any value specified for Menu Structure Tier 2.
230 Company Menu Structure Tier 1 and Tier 2 are Either specify a value for Company Menu Structure Tier 1 or clear
required when Menu Structure Tier 3 is entered any value specified for Menu Structure Tier 3.
231 Organization is required when specifying Either specify a value for Organization or clear any values specified
Department for Department.
232 User Service Restoration, User Service Request, Either specify values for User Service Restoration, Service Request,
Infrastructure Restoration or Infrastructure Event Infrastructure Restoration, and Infrastructure Event, or deselect the
is required when Incident Management flag is Incident Management flag.
selected
233 Organization and Department must be blank Either clear the values specified for Organization and Department or
when specifying Global Contact Company clear the value specified for Global Contact Company.
234

Region, Site Group and Site must be blank when Either clear the values specified for Region, Site Group, and Site, or
specifying Global Company clear the value specified for Global Company.
235 The License Type, Full Text License Type and Either clear the values specified for License Type, Full Text License
Default Notification Mechanism is required when Type and Default Notification Mechanism or clear the value
specifying Login ID specified for Login ID.
236 The Login ID is required when the Support Staff Either specify a value for Login ID or set the Support Staff flag to
flag is set to Yes No.
237 The Currency is required when specifying the Either specify a value for Currency or clear any value specified for
Hourly Rate Value Hourly Rate Value.
238 Support Company, Support Organization, Either clear the values specified for Support Company, Support
Support Group, Inherent Group, and Functional Organization, Support Group, Inherent Group, and Functional Role,
Role fields must be left blank when the Approval or set the Approval For field to a value other than Individual.
For field is set to Individual
239 First Name, Last Name, Inherent Group, Either clear the values specified for First Name, Last name, Inherent
Functional Role, and Approver Login ID field Group, Functional Role, and Approver login ID, or set the Approval
must be left blank when the Approval For field is For field to a value other than Group.
set to Group
240 First Name, Last Name and Approver Login ID Either clear the values specified for First Name, Last Name, and
fields are required when the Approval For field is Approver login ID, or set the Approval For field to a value other than
set to Individual Individual.
241 Support Company, Support Organization and Either clear the values specified for Support Company, Support
Support Group are all required when the Organization, and Support Group, or set the Approval For field to a
Approval For field is set to Group value other than Group.
242 CI Type is required and CI Name must be blank Either specify a value for CI Type as well as clearing the value from
when Select On field is set to CI Type CI Name or specify a value other than CI Type for the Select On
field.
243 CI Name and Reconciliation Identity are Specify a value for both CI Name and Reconciliation Identity; either
required. CI Type and All Product Categorization clear the values from CI Type and All Product Categorization Tiers
Tiers must be blank when the Select On field is or set the Select On field to a value other than CI Name.
set to CI Name
244 All Product Categorization Tiers need to be Either clear the values from All Product Categorization Tiers or clear
blank when CI Name is entered the value specified for CI Name.
245 Process field is required when the Covering field Either specify a value for Process or specify a value other than
is set to Specific Process Specific Process in the Covering field.
246 Process field should be Left blank when the Either specify a value for Process or specify a value other than All in
Covering field is set to All the Covering field.
247 'Time Management Type', Year and 'Status Either enter values for Time Management Type, Year, and Status
Reason' fields are required when the 'Attribute Reason, or set HR Time Management to a value other than Attribute
Type' is set to 'HR Time Management' Type.
248 Support Company, Support Organization and Either specify values for Support Company, Support Organization,
Assigned Group are required when Event field is and Assigned Group, or set Event to value other than Script.
"Script"
249 Resolution Product Tier 1 is required when Either specify a value for Resolution Product Tier 1 or clear any
Resolution Product Tier 2 or 3 is entered values specified for Resolution Product Tier 2 and Resolution
Product Tier 3.

250 Resolution Product Tier 1 and 2 are required Either specify a value for Resolution Product Tier 1 and Resolution
fields when Resolution Product Category Tier 3 Product Tier 2 or clear any values specified for Resolution Product
is entered Tier 3.
251 Resolution Product Tier 1 through 3 are required Either specify a value for Resolution Product Tier 1 through
when either Resolution Product Name or Resolution Product Tier 3 or clear any values specified for
Manufacturer is entered Resolution Product Name and Manager.
252 Resolution Product Tier 1 through 3, Resolution Either specify a value for Resolution Product Tier 1 through
Manufacturer, and Resolution Product Name Resolution Product Tier 3 and Resolution Product Name or
fields are required when Resolution Model clear any values specified for Resolution Model Version.
Version is entered
253 Incident Template ID or Template Name are Either specify values for Incident Template Id and Incident Template
required when Incident Action Type is Template Name or set Action Type to a value other than Template.
254 Operational Category Tier 1 or Product Category Either specify values for Operational Category Tier 1 and Product
Tier 1 are required when Incident Action Type is Category Tier 1 or set Incident Action Type to a value other than
Categorization Categorization.
255 Summary or Notes are required when Incident Either specify a value for Summary or Note or set the Incident
Action Type is Summary/Notes Action Type to a value other than Summary/Notes.
256 Script Description is required when Incident Either specify a value for Script Description or set Incident Action
Action Type is Script Type to a value other that Script.
257 Solution Database ID is required when Incident Either specify a value for Solution Database ID or set Incident
Action Type is Solution Action Type to a value other than Solution.
258 Known Error ID is required when Incident Action Either specify a value for Known Error ID or set Incident Action Type
Type is "Known Error" to a value other than Known Error.
259 Decision Tree Main Branch ID or Decision Tree Either specify values for Decision Tree Main Branch ID and
Previous Branch ID fields are required when this Decision Tree Previous Branch ID columns in the ProcessSetup-
branch is not a main branch Incident.xlsx spreadsheet or move the values from the CFG-
DecisionTree-Branch tab to the CFG-DecisionTree-MainBranch tab.
260 When the Customer Person ID is not populated, Either specify values for Customer's Company, First Name, and
the Customer's Company, First Name and Last Last Name, or specify a value for Customer Person ID.
Name are required
261 When the Contact Person ID is not populated, Either specify values for Contact's Company, First Name, and Last
the Contact's Company, First Name and Last Name, or specify a value for Contact Person ID.
Name are required
262 The Resolution or Resolution Categorization Tier Either specify values for the Resolution and Resolution
1 field is required when the status is either Categorization Tier 1 fields, or set Status to a value other than
Resolved or Closed and the Service Type is Resolved or Closed or set Service Type to a value other than User
User Service Restoration or Infrastructure Service Restoration or Infrastructure Restoration.
Restoration
263 The Status Reason field requires a value when Either specify a value for Status Reason or set Status to a value
the Status is either Pending or Resolved other than Pending or Resolved.
264 The Last Resolved Date is required when the Either specify a value for Last Resolved Date or set Status to value
Status is either Resolved or Closed other than Resolved or Closed.
265 The Closed Date is required when the Status is Either specify a value for Closed Date or set Status to a value other
Closed than Closed.

266 The Assignment Group, Assignee, or Assignee Specify values for either Assignment Group, Assignee, or Assignee
Login ID field must be filled in Login ID.
267 The Owner Group, Owner, or Owner Login ID Specify values for either Owner Group, Owner, or Owner Login ID.
field 'must be filled in
268 The Reported To Vendor Date is required when Either specify a Reported To Vendor Date or clear any Vendor
a Vendor Group is selected for assignment Group specified for assignment.
269 All Recipient Group Fields are required when Either specify values for all of the recipient group fields or set Notify
Notify is set to Group to a value other than Group.
270 Recipient Person ID or Recipient field is required Either specify values for the Recipient Person ID or Recipient fields
when Notify is set to Individual or set Notify to a value other than Individual.
271 Either the Person ID or the combination of Either specify a value for Person ID or change the values specified
Company, First Name, and Last Name is for Company, First Name, and Last Name to make them a valid
required for the customer combination.
272 When the Requester Person ID is not populated, Either specify a value for Requestor Person ID, or specify values for
the Requester Company, First Name, and Last Requester Company, First Name, and Last Name.
Name are required
273 If any of the following fields are populated, all are

required -- Company, Support Group,
Organization, Support Group Name
Either specify values in all or none of the following fields:
Company
Support Group
Organization
Support Group Name
274 When the Requested For Person ID is not Either specify a value for Requested For Person ID, or specify
populated, the Requested For Company, First values for Requested For Company, First Name, and Last Name.
Name, and Last Name are required
275 Either the Impact, Urgency or Priority is required Specify values for Impact, Urgency, and Priority.
276 When the Customer Person ID is not populated, Either specify a value for Customer Person ID, or specify values for
the Customer Company, Customer First Name, Customer Company, Customer First Name, and Customer Last
and Customer Last Name are required Name.
277 If any of the following fields are populated, all are

required --All Assignee Company, Assignee
Organization, Assignee Group Name
Either specify values in all or none of the following fields:
All Assignee Company

Assignee Organization
Assignee Group Name

278 The Problem Coordinator Assignment Group, Specify a value for Problem Coordinator Assignment Group,
Problem Coordinator Assignee or Problem Problem Coordinator Assignee, or Problem Coordinator Assignee
Coordinator Assignee Login must be filled in Login.
279 The Status Reason field requires a value when Either specify a value for Status Reason or set the value of Status to
the Status is either Completed or Cancelled something other than Completed or Cancelled.
280 At least one of the three product categorizations Either specify a value for one of the product categorizations or the
or the product name is required when the product name or set the problem investigation status to a value
problem investigation status is "Completed" other than Completed.
281 When the Requester Person ID is not populated, Either specify a value for Requester Person ID, or specify values for
the Requester's Company, First Name and Last Requestor's Company, First Name, and Last Name.
Name are required
282 The Problem Coordinator Assignee or Problem Either specify values for Problem Coordinator Assignee or Problem
Coordinator Assignee Login is required when Coordinator Assignee Login or set the status to a value other than
status is "Assigned" or "Under Investigation" Assigned or Under Investigation.
283 The Assignee Assigned Group and Problem Either specify values for Assignee Assigned Group and Problem
Assignee or Assignee Login ID are required Assignee or Assignee Login ID fields, or set the status to a value
when status is "Under Investigation" or other than Under Investigation, Completed, or Closed.
"Completed" or "Closed"
284 The Assignee Assigned Group (or Problem Either specify values for Assignee Assigned Group or Problem
Assignee or Assignee Login ID) is required when Assignee and Assignee Login ID, or set the status to a value other
the status is set to "Assigned" or "Closed" than Assigned or Closed.
285 Vendor name and contact are required when the Either specify values for vendor name and contact or unassign the
problem investigation is assigned to a vendor problem investigation.
286 Either the Requested By Person ID or the Either specify values for Requested By Person ID or specify values
combination of Requested By Support Company, that make the combination of Requested By Support Company, First
First Name and Last Name is required Name, and Last Name valid.
287 Either the Requested For Person ID or the Either specify values for Requested For Person ID or specify values
combination of Requested For First Name and that make the combination of Requested For First Name and Last
Last Name is required Name valid.
288 When the Requested By Person ID is not Either specify a value for Requested By Person ID or specify values
populated, the Requested By Support Company, for Requested By Support Company, First Name, and Last Name.
First Name and Last Name are required
289 When the Requested For Person ID is not Either specify a value for Requested For Person ID or specify
populated, the Requested For First Name and values for Requested For First Name and Last Name.
Last Name are required
290 The Completed Date is required when the Status Either specify a value for Completed Date or set the status to a
is either Completed or Closed value other than Completed or Closed.
291 Level is required when the Process used is of Either specify a value for Level or specify a value other than Parent-
type Parent-Child Child for Process.
292 Individual Approver is required when the Either specify a value for Individual Approver or specify a value
Process used is of type Parent-Child other than Parent-Child for Process.
293 The Organization Company and Location Specify the same value for both Organization Company and
Company must be the same Location Company.
294

The Change Manager Support Group, Change Specify values for Change Manager Support Group, Change
Manager or Change Manager Login must be Manager, or Change Manager Login.
filled in
295 Link to Request ID and Form field is required Specify values for Request ID and Form.
296 The Change Request Previous Status is Either specify a value for Change Request Previous Status or set
required when Change Request Status is the Change Request Status to a value other than Pending or
"Pending" or "Rejected" Rejected.
297 The Change Request Previous Status Reason is Either specify a value for Change Request Previous Reason or set
required when Change Request Previous Status the Change Request Previous Status to a value other than Pending.
is "Pending"
298 The Timing Reason is required when Timing is Either select a timing reason or change the timing to a value other
"Expedited" than Expedited.
299 The Internet E-Mail is required when Default Either enter an email address or change the Default Notify
Notify Mechanism is E-mail Mechanism to a value other than E-mail.
2000 The Scheduled Start Date and Scheduled End Either add a scheduled start and end date or set the Change
Date are required when the Change Requested Requested Status to Planning In Progress or a status prior to this.
Status is past the Planning In Progress state
2001 The Actual Start Date, Actual End Date, and Either supply an Actual Start Date, Actual End Date, and
Performance Rating are required when Change Performance Rating, or set the Change Request Status to a value
Request Status is Completed or Closed other than Completed or Closed.
2002 Owner or Owner Group are required when Either specify an Owner or Owner Group or clear the Notification
Notification Date is set Date field.
2003 The Term conditions field requires an entry for Specify Term conditions in the Rolling Contract field.
Rolling Contract
2004 The Change Request Previous Status is Either select a value for Change Request Previous Status or clear
required when Change Request Previous Status the value selected for Change Request Previous Status Reason.
Reason is filled in
2005 License Type, Full Text License Type and Either complete all the required fields or set Support Staff to No.
Default Notify Mechanism are required when
Support Staff is "Yes"
2006 Contract Type is required Populate the Contract Type field.
2007 Change Requester is required if End of Lease is Either populate the Change Requester field or remove End of Lease
defined from the definition.
2008 Cost Center is required Enter a cost center.
2009 Expiration Date is required when specifying a Enter a value for Fixed Contract or Rolling Contract term.
Fixed or Rolling Contract term
2010 Notification Date is required when specifying a Enter a value for Fixed Contract term.
Fixed Contract term
2011 The Expiration Date is required Enter a value for Expiration Date.
2012 The Notification Date is required Enter a value for Notification Date.
2013 Support Company, Support Organization and Enter values for Support Company, Support Organization, and
Notification Group are all required Notification Group.

2014 Connection Answer 01 is required Either enter a value for Connection Answer 01 or use a different
license type.
license type.
license type.
license type.
license type.
license type.
license type.
license type.
license type.
license type.
2024 Compliance Answer 01 is required Either enter a value for Compliance Answer 01 or use a different
license type.
license type.
license type.
license type.
license type.
license type.
license type.
license type.
license type.
license type.
2034

A Master Certificate Identifier is required when Either specify a master certificate identifier or specify a value other
Certificate Group Status is "Attached To Group" than Attached to Group for Certificate Group Status.
2035 License Type is required Enter a value for license type.
2036 Target Date is required when Status is not at Either specify a value for the Target Date, or set the Status to Draft.
Draft stage
2037 Site field is required on template Specify a value for Site.
2038 Client Type is required on template Specify a value for Client Type.
2039 Company is required on template Specify a value for Company.
2040 Login ID is required when request type is People Either specify a value for Login ID, or set the value of the request
type to a value other than People.
2041 Relationship Level, Contact Company, Either specify values for Relationship Level, Contact Company,
Organization, and Department are required Organization, and Department, or set the value of the request type
when request type is People Organization to a value other than People Organization.
2042 Contact Company, Support Organization, and Either specify values for Contact Company, Support Organization,
Support Group Name are required when request and Support Group Name, or set the value of the request type to a
type is Support Group value other than Support Group.
2043 Operational Categorization Tier 1 is required Specify Operational Categorization Tier 1.

when Create Request is set to Yes
2239 First Name, Last Name, Support Company, Leave these fields blank when Approval For field is set to Inherent
Support Organization and Support Group field Group/Role.
must be left blank when Approval For field is set
to Inherent Group/Role
2241 Inherent Group is required when the Approval Provide a value for the Inherent Group field.
For field is set to Inherent Group/Role
15010 While creating 'Group Watch List' rule, both 'Remedy Login ID' and 'Article ID' should be blank.
'Remedy Login ID' and 'Article ID' should be null
25001 Article Owner Group could not be assigned An invalid knowledge source was specified. Specify a valid
knowledge source.
25002 Article Document ID is required Specify a document ID for the article.
25003 'Related Article Request Type' is required Specify the type of the related article ID.
25004 'Related Entity Primary ID' is required Specify the Related Entity Primary ID.
25005 If adding an article to the watch list, 'Remedy Specify a valid 'Remedy Login ID' for the watch list.
Login ID' is required
25006 At least one field out of 'Remedy Login ID', Fill in one of 'Remedy Login ID', 'Support Group Name' or 'Article ID'
'Support Group Name' and 'Article ID' is required with a valid value.
25007 For 'Assignment' event, both 'Old Assignee Specify both 'Old Assignee Login ID' and' New Assignee Login ID'.
Login ID' and 'New Assignee Login ID' are
required
25008 For 'Status Change' event, both 'Previous Value' Specify valid values for old and new status.
and 'New Value' are required

Errors for duplicate data

The following table lists error codes from duplicate data.
Error codes from duplicate data
300 Duplicate Record On Staging Either delete the duplicate record from the staging form or modify the data in the record
Form to make it unique.
301 Duplicate Record On Target Either delete the duplicate record from the target form or modify the data in the record
Form to make it unique.
304 Navigation Tiers for Company Modify the company navigation tiers to make them unique.
are not unique
305 Login ID exists on the staging Either delete the duplicate Login ID from the staging form or modify it to make it
form unique.
306 Login ID exists on the User Either delete the duplicate Login ID from the user form or modify it to make it unique.
Form
307 An entry with this product Either delete the entry with the duplicate product categorization and blank product
categorization and a blank name from the target form or modify them to make them unique.
product name already exists
on target form
308 An entry with the product Either delete this entry with the duplicate product name and manufacturer from the
name and manufacturer target form or modify them to make them unique.
already exists on the target
form
309 An entry with this product Either delete the entry with the duplicate product categorization and blank product
categorization and blank name from the staging form or modify them to make them unique.
product name already exists
on the staging form
310 An entry with the product Either delete the entry with the duplicate product name and manufacturer from the
name and manufacturer staging form or modify them to make them unique.
already exists on the staging
form
311 Invalid product alias because Either delete the duplicate alias from the Product Catalog staging form or modify it to
a duplicate alias will be make it unique.
created from the Product
Catalog staging form
312 Duplicate Site Alias from Site Either delete the Duplicate Site Alias from the Site staging form or modify it to make it
staging form unique.
313 Duplicate Support Group Delete the duplicate Support Group Alias from the staging form or modify it to make it
Alias from Support Group unique.
staging form
314 Cannot create company An association for this product categorization was created for all companies (Global)
relationship. Global through PCT:LoadProductCatalog when the Map to Global field is set to Yes for this
relationship will be created product categorization on the PCT: LoadProductCatalog form (PCT-ProductCatalog on
from the PCT: ProductCatalog.xlsx). Delete the record in the PCT:LoadProdComAssoc form for
LoadProductCatalog staging this product categorization.
form

315 Cannot create company Modify the company relationship to make it unique.
relationship. Global
relationship is already being
created from the CFG:
LoadGenericProdSerAssoc
staging form
316 Cannot create association to Delete the global association from the target form and try again or create an
the specified company. Global association using a company that is unique.
association already exists on
target form
317 Cannot create association to Delete the global association from the staging form and try again or create an
the specified company. Global association using a company that is unique.
association already exists on
staging form
318 Cannot create global Delete the global company relationship with the other company from the target form
company relationship. and try again, or create a global company relationship using another company.
Relationship already exists
with other company on target
form
319 Cannot create global Delete the global company relationship with the other company from the staging form
company relationship. and try again, or create a global company relationship using another company.
Relationship already exists
with other company on
staging form
320 Invalid company alias Either delete the duplicate Company alias from the staging form, or create a company
because a duplicate alias will alias using a different company.
be created from Company
staging form
321 Cannot create company Modify the company relationship to make it unique.
relationship. Global
relationship will be created
from the CFG:
LoadServiceCatalog staging
form
322 Duplicate Company Multi- The duplicate Company multi-tiered menu structure exists either in the COM:Company
tiered menu structure already form or in the COM:LoadCompany staging form.
exists
323 Alternate Login ID and For Change either the Alternate Login ID or the For Login ID so they are not the same.
Login ID cannot be same
324 Duplicate Script or Decision Delete the duplicate script and / or the duplicate decision tree identifier from the
Tree Identifier on Staging staging form, or modify them to make them unique.
Form
325 Duplicate Script or Decision Delete the duplicate script and / or the duplicate decision tree identifier from the
Tree Identifier on Target Form staging form, or modify them to make them unique.
326 Duplicate Group Event Delete the duplicate group event mapping association from the staging form, or modify
Mapping Association on it to make it unique.
Staging Form

327 Duplicate Group Event Delete the duplicate group event mapping association from the target form, or modify it
Mapping Association on to make it unique.
Target Form
328 Duplicate Decision Tree Delete the duplicate decision branch identifier from the staging form, or modify it to
Branch ID on Staging Form make it unique.
329 Duplicate Decision Tree Delete the duplicate decision branch identifier from the target form, or modify it to make
Branch ID on Target Form it unique.
330 Cannot create association to Create any associations other than those created by the Template staging form.
the specified Support Group
because a duplicate
association would be created
from Template staging form
331 Duplicate Record on Reverse Delete the duplicate record from the reverse target association form, or modify it to
Target Association Form make it unique.
332 Duplicate Support Group on Delete the duplicate support group from the broadcast staging form, or modify it to
Broadcast Staging Form make it unique.
333 Duplicate Solution Alias on Delete the duplicate solution alias from the staging form, or modify it to make it unique.
Staging Form
334 Duplicate Solution Alias on Delete the duplicate solution alias from the target form, or modify it to make it unique.
Target Form
335 Duplicate Change Template Delete the duplicate change template from the staging form, or modify it to make it
on the Staging form unique.
336 Duplicate Change Template Delete the duplicate change template from the target form, or modify it to make it
on the Target form unique.
337 The Signature Identifier must Change the signature identifier to make it unique.
be unique
338 Duplicate impacted area for a Delete the impacted area being loaded because it will automatically be created by the
default entry change.
339 Duplicate Permission Group Delete the duplicate permission group from the staging form for the People Template
exists on the Staging Form for Permission Group.
People Template Permission
Group
340 Duplicate Support Group Delete the duplicate support group association from the staging form for the People
Association exists on the Template Support Group Association.
Staging Form for People
Template Support Group
Association
341 Duplicate Support Group Delete the duplicate support group functional role from the staging form for the People
Functional Role exists on the Template Support Group Functional Role.
Staging Form for People
Functional Role
342 Duplicate Template Identifier Delete the duplicate template identifier.
343 Delete the duplicate association identifier.

Duplicate Association
Identifier
344 Duplicate Default Group set to Set only one default group to Yes on the staging form for People Support Group
Yes on the Staging Form for Association.
People Support Group
Association
345 Duplicate Default Group set to Set only one default group to Yes on the target form for People Support Group
Yes on the Target Form for Association.
People Support Group
Association
346 Duplicate Record On Target Either delete the duplicate record from the target form or specify a unique instance ID.
Form with same instance ID
347 Duplicate Contract Identifier Specify a unique contract identifier.
348 Duplicate Incident ID and Either delete the duplicate Incident ID and Service ReconID from the staging form or
Service ReconID exist on specify a unique Incident ID and Service ReconID.
staging form.
349 Duplicate Incident ID and Either delete the duplicate Incident ID and Service ReconID from the HPD:
Service ReconID exist on Associations form or specify a unique Incident ID and Service ReconID.
HPD:Associations form.
350 Duplicate Default Group set to On the staging form, either set a different Default Group to Yes or use a different
Yes on the Staging Form for Template Name.
the same Template Name
351 Duplicate Default Group set to On the target form, either set a different Default Group to Yes or use a different
Yes on the Target Form for Template Name.
the same Template Name
352 Cannot create multiple Either delete the duplicate Service or CI from the staging form, or use a unique Service
Service or CI on staging form or CI.
353 Cannot create multiple Either delete the duplicate Service or CI from the target form, or use a unique Service
Service or CI on target form or CI.
354 Duplicate Permission Group Remove the duplicate permission group from the People Template Permission Group
exists on the Target Form for target form.
People Template Permission
Group
355 Duplicate Support Group Remove the duplicate support group association from the People Template Support
Association exists on the Group Association target form.
Target Form for People
Association
356 Duplicate Support Group Remove the duplicate support group functional role from the People Template Support
Functional Role exists on the Group Functional Role target form.
Target Form for People
Functional Role
357 Either delete the entry with the duplicate Corporate ID and Company on People form or
modify it to make it unique.

The Corporate ID and

Company specified is not
unique on People form
358 The Login ID associated to Either delete the duplicate record or modify it to make it unique.
the Corporate ID and
Company is not unique
359 Template Name is not unique Either delete the duplicate Template Name from CTM:LoadPeopleTemplate or modify
on CTM:LoadPeopleTemplate it to make it unique.
360 Cannot update people record Set the value of Client Type to a value other than Home-Based Employee.
when Client Type on template
is Home-Based Employee
361 The relationship you are Either delete the duplicate record on the target form or modify it to make it unique.
trying to create already exists
on target form for the
specified request type and
role
362 The relationship you are Either delete the duplicate record on the staging form or modify it to make it unique.
trying to create already exists
on staging form for the
specified request type and
role
363 Duplicate Primary Contact set Either delete the duplicate record on the target form or modify it to make it unique.
to Yes on the Target Form
364 Duplicate Primary Contact set Either delete the duplicate record on the staging form or modify it to make it unique.
to Yes on the staging form
35000 Duplicate Knowledge Article The specified Knowledge Article is already present on the staging form.
on Staging form
35001 Duplicate Knowledge Article The specified Knowledge Article is already present on the target form.
on Target form
35002 Duplicate 'additional Specify a new 'additional company'. The currently specified company is already
company' for the article. present as an 'additional company'.
35003 Duplicate 'Business Service' Specify a new 'Business Service'. The currently specified company is already present
for the article. as a 'Business Service'.
35004 Duplicate "Organization - Specify a new 'Organization - Department'. The currently specified company is already
Department" for the article. present as an 'Organization - Department'.
35005 Duplicate "Region-Site Group- Specify a new 'Region-Site Group-Site'. The currently specified company is already
Site" combination for the present as a 'Region-Site Group-Site'.
article.
35006 Duplicate "Operational Tiers" Specify a new 'Operational Tiers'. The currently specified company is already present
for the article. as 'Operational Tiers'.
35007 Duplicate "Product tiers" for Specify a new 'Product tiers'. The currently specified company is already present as
the article. 'Product tiers'.

Errors during dataload promotion

The following table lists error codes that occur during dataload promotion.
Error codes during dataload promotion
400 An error was encountered during data promotion. Check the Short Description field for the error message details
The Short Description field of this record has been and Troubleshooting validation and promotion (see page 1944)
updated with the error details. for troubleshooting information.
Error when running jobs

If you have tried to run a job and you see the following message, you should wait a few minutes
and try running the job again.
Data management process flow is currently being initialized or rebuilt,

this will finish shortly, please run the job in a few minutes (ARERR
48698)
If you have waited a significant amount of time (10-15 minutes), and you are still experiencing the
same issue, contact your BMC Remedy AR System Administrator, and ask the Administrator to
access the DMT:SYS:StagingFormDependency form and click Rebuild Sequence Table. You can
then return your job and try running it again.
Working with logs

This section explains how to work with the logging capabilities of BMC Remedy ITSM to help
troubleshoot issues locally or in conjunction with BMC Customer Support. It contains the following
topics:
Viewing installation and uninstallation logs (see page 1994)

Contents of the logs (see page 1996)
Searching in the log viewer (see page 1999)
Collecting diagnostics in a zip file (see page 2001)
Viewing the Log Zipper output file (see page 2002)
Enabling Process Designer logs (see page 2003)
Viewing installation and uninstallation logs

The BMC Remedy ITSM Maintenance tool (see page 2004) provides access to installation and
uninstallation logs. Each time that you run the installer or uninstaller, it creates a log file that you
can view from a log viewer, which you launch from the BMC Remedy ITSM Maintenance tool.

The log viewer is the graphical presentation of the log files. Each installer log session is displayed
as a tab. The tab's name includes a time stamp of the installer run. The tab displays the contents of
the log file, with errors highlighted in red and warnings highlighted in yellow. Entries are presented
in a table format that you can sort.
To view the logs, open the BMC Remedy ITSM Maintenance tool and then use the log viewer (see
page 1995), as described in the following topics:
Opening the BMC Remedy Maintenance tool (see page 1995)

To use the log viewer (see page 1995)
Opening the BMC Remedy Maintenance tool





command.
Examples:
To use the log viewer
1. In the BMC Remedy ITSM Maintenance tool, click the Logs tab.
2. Click Install Log.
3.
3. In the log viewer, click the tab for the log that you want to view.
4. Search for rows highlighted in red (errors) or yellow (warnings).
To sort a column, click the column header. To reverse sort a column, press the Shift key
while clicking the column header.
Opening the BMC Remedy ITSM Maintenance tool





command.
Examples:
Contents of the logs

This topic provides examples of information that you might find in a log:
Example LOG EVENT messages (see page 1997)

Example PROGRESS EVENT message (see page 1998)
Example THROWABLE EVENT message (see page 1999)
Example summary section (see page 1999)

The following example contains a LOG EVENT message that happened on Aug 07, 2012, at 11:22:
14 A.M. with a severity level of CONFIG from an InstallationTask source class:
(Click the image to expand it.)
The general format of all the log messages in the text file format is:
(<timeOfEvent>),<severityOfEvent>,<sourceOfEvent>,<eventMessageContent>
The severity levels from highest to lowest value are:
SEVERE (appears in red)

WARNING (appears in yellow)
INFO
CONFIG
FINE
FINER
FINEST
The following table describes the main log message types:
Message type Description
LOG EVENT Describes the following types of information:
The start and end of installation tasks (installer logic and behavior) and installation panels
The setting of installation properties. These properties can be set and controlled by the platform, or they
can be set based on user input fields.
General informative data. The structure and content within the description text varies across products.
PROGRESS Describes how much of a task is completed. These messages correspond to progress bar updates and the
EVENT localized resource keys that are used to determine messages on the progress bar.
THROWABLE Describes failures with stack traces

EVENT
Summary Provides a summary at the end of the log that contains the same type of data shown on the installation summary
section panel (for example, whether the installation was successful or unsuccessful, and if unsuccessful, what features
failed to install)
Example LOG EVENT messages

Following are example LOG EVENT messages.
The start and end of installation tasks (installer logic and behavior) and installation panels

This type of message tells you which tasks ran and when they ran. For example, suppose
an installation contains several features that you can select to install. Each task
encapsulates logic about one feature, so you can see one or multiple tasks that hold all of
the logic related to each feature.
The setting of installation properties

This type of message supplies the user inputs and variables from the properties that control
the infrastructure of the overall installer. A subset of the properties relate to the user inputs
entered during the installation. You can use that subset to create a silent installation options
file.
General informative data

This type of message describes significant actions that occurred during the installation (for
example, important executables that were invoked, significant changes that occurred, and
the starting or stopping of Windows services).
Example PROGRESS EVENT message

Following is an example PROGRESS EVENT message:
This type of message identifies the progress of tasks. A task encapsulates a chunk of related logic.
Some tasks execute logic that can run for hours. Progress messages give a relative measure of
how much of a task has been done. If no progress messages occur for a long period of time, it
might indicate that an installation has stopped responding.

Example THROWABLE EVENT message

Following is an example THROWABLE EVENT message:
This type of message records exception stack traces. For example, suppose an installation runs
100 SQL commands against a database and halfway through the installation, the database goes
down. These messages are useful when commands fail when they are expected to succeed; the
messages give runtime information about the exception scenario that occurred.
Example summary section

Following is an example summary:
This type of message appears at the end of an installation, upgrade, or uninstallation. It gives a log-
file equivalent of the final summary panel, indicating whether the overall installation succeeded,
failed, or finished with warnings. It provides a quick summary of whether the installed product is in
a working or broken state.
Searching in the log viewer

In the log viewer, you can perform searches, filter search results, and specify match criteria to
refine a search.
To perform a search
1. Open the BMC Remedy ITSM Maintenance tool (see page 1996).
2. In the log viewer window, click Edit.
3. Select Find or Filterfrom the menu to choose the search type:
If you select Find, the log viewer displays all available log entries, but highlights (in
blue) the ones that meet the selected filter and match type criteria.
If you select Filter, the log viewer displays only those entries that meet the selected
filter and match type criteria.
4. To set or change the filter option, right-click the current filter in the Find dialog box, and
select the new one from the list.
The following table lists the available filter options and their associated match types.

4.
Filter Available match types

option
AND Use this option to create a more complex search condition by combining two or more filter criteria.
OR Use this option to create a more complex search condition by combining two or more filter criteria.
NOT Use this option to create a more complex search condition that inverts a single, contained criterion.
Time =
>
>=
<
<=
The Match Type panel also includes a calendar to select a date and time field to specify the exact hour,
minute, and second.
Severity SEVERE
WARNING
INFO
CONFIG
FINE
FINER
FINEST
Details contains
startsWith
endsWith
equals
regex
Source contains
startsWith
endsWith
equals
regex
Exception contains
startsWith
endsWith
equals
regex
Note
Use the regex match type to locate log entries that contain a regular expression.
For example, if you enter ^LOG* in the Find field, the log viewer searches for all
log entries that start with the word LOG.
5. (Optional) In the Find dialog box, further refine the search by selecting the following options:
Option Description
Match
Type

5.
Option Description
Filters the search according to the criteria that you enter. The options are:
contains
startsWith
endsWith
equals
regex (a search based on a regular expression)
Select one of these options, and enter a string in the Find field.
Case Matches the search case to the case of the string entered in the Find field
sensitive
Wrap Continues searching from the first log viewer tab when you click Find Next after searching through the last
Search tab. This option is available only when you choose Find in the Edit menu.
Direction Performs a forward or backward search, relative to the currently selected log entry
Other log sessions might or might not be included in the search, depending on whether Wrap Search is
selected.
6. Click Search to begin searching for all log entries that meet the search criteria.
Collecting diagnostics in a zip file

Use the Log Zipper, to collect diagnostics in a zip file to submit to Customer Support. The Log
Zipper creates a collection of log files and file characteristics that Customer Support uses to help
you debug your system.
You can run the Log Zipper either from the BMC Remedy ITSM Maintenance tool or from a
command line prompt.
To run the Log Zipper from the BMC Remedy ITSM Maintenance tool
2. In the BMC Remedy ITSM Maintenance tool, click the Logs tab.
3. Click Zip Logs.
4. Send the BMCRemedyITSMSuiteLogs.zip output file from the temp (tmp) directory to BMC
Support.
Note
To unzip the BMCRemedyITSMSuiteLogs.zip file, use a utility such as WinZip to

extract the files, or you might receive an error.

To run the Log Zipper form a command-line prompt
1. In a command-line window, change to the

<installationDirectory>\BMCRemedyITSMSuite\Utilities folder (where the Maintenance tool
is located).
2. Enter one of the following commands:
(Windows) BMCRemedyITSMSuiteMaintenanceTool.cmd -silent -logs -
zip_logs "-output_file=%TEMP%\BMCRemedyITSMSuiteLogs.zip"
(UNIX) ./BMCRemedyITSMSuiteMaintenanceTool.sh -silent -logs -
zip_logs -output_file=/var/tmp/BMCRemedyITSMSuiteLogs.zip*
3. Send the BMCRemedyITSMSuiteLogs.zip output file from the temp (tmp) directory to BMC
Support.
Viewing the Log Zipper output file

Using the BMC Remedy ITSM Maintenance tool, you can view files from the Log Zipper output file (
BMCRemedyITSMSuiteLogs.zip). When you click Browse to Log in the BMC Remedy ITSM
Maintenance tool, a window displays a file navigation tree. The BMCRemedyITSMSuiteLogs.zip
file usually contains a folder with three subfolders with the same names as in the originating
system. For example, you might see:
Documents and Settings

Program Files
Windows
From these folders, you might want to view files such as:
ProductRegistry.xml — Contains the BMC Software products, versions, and features

installed on the system. Identifying the products and versions involved is an initial step for
investigating issues.
OperatingSystemData.xml — Contains information about the system that is relevant to the
BMC Software products. Examining this file can direct your attention to system issues, such
as insufficient resources or incompatible versions.
InstalledConfiguration.xml— Contains important environment information from the last
successful installation. (A separate installing configuration XML file captures environment
and user selections during a current installation attempt.)
Note
You can use an archive utility to unarchive the files into a temporary directory to
view the files collected, but the Windows uncompress utility often gives misleading
results, indicating the file is empty or is an invalid zip file.

To open the Log Zipper output file
2. On the Logs tab, click Browse to Log.
A new window displays a navigation tree.
3. In the navigation tree, navigate to the directory with the Log Zipper output file (usually called
BMCRemedyITSMSuiteLogs.zip).
4. Double-click the file that you want to view to open it in the appropriate viewer.
Enabling Process Designer logs

The Logging tab on the Configuration Console provides details of log entries if the logging option is
set to Form on the Configuration tab.
Search Criteria is provided to help you locate the log entries that relate to a particular request.
To locate the log entries that relate to a particular request
1. To restrict the output to the log entries created by a user within your company, select the
user's name from the User list.
2. To control the level of logging information shown in the Logging table (Milestone, Error, or
Detailed), select a log level from the Levellist.
Note
The level of logging displayed is not more detailed than the level selected on the
Configuration tab under Logging Level.

3. To restrict the log output to entries that relate to an application, select the application from
the Request list.
4. To restrict the log output to entries that relate to a request number only, enter a specific
request number in the ID field.
5. To refresh the list of log entries after changing any of the search filters, click the Refresh
icon.
Best Practice
When any problem arises, the root cause can be found in the logs. The Logging tab on the
Configuration Console provides details of the log entries if the logging option is set to Form on the
Configuration tab. Search criteria is provided to help you to locate the log entries related to a
particular request. Additionally, you can find the corresponding entries in the ABYD:ARIJob and
ABYD:Task records.
BMC Remedy ITSM Maintenance tool

The BMC Remedy IT Service Management (BMC Remedy ITSM) Maintenance tool is a common
product diagnostic utility that is included when you install any of the BMC Remedy ITSM Suite core
applications (BMC Asset Management, BMC Change Management, and BMC Service Desk).
Note
To simplify operations such as logging and performing health checks, the BMC Remedy
ITSM Maintenance tool runs on the designated AR System server.
The following sections describe the uses for the BMC Remedy ITSM Maintenance tool, and
provide some information about the other BMC Remedy ITSM Maintenance tools:
Collect and view logs (see page 2004)

Perform a health check (see page 2005)
Encrypt passwords (see page 2005)
Other BMC Remedy ITSM Suite Maintenance tools (see page 2005)
Collect and view logs

The BMC Remedy ITSM Maintenance tool provides access to installation and uninstallation logs.
Each time that you run the installer or uninstaller, a log file is created or appended to an existing
log file. You can view the log file from a log viewer, which you launch from the BMC Remedy ITSM
Maintenance tool.

The log viewer is a graphical presentation of the log files. Each installer log session is displayed as
a tab. The tab's name includes a time stamp of the installer run. The tab displays the contents of
the log file, with errors highlighted in red and warnings highlighted in yellow. Entries are presented
in a table format that you can sort.
See Working with logs (see page 1994) and Viewing installation and uninstallation logs (see page
1994) for more information.
Perform a health check

You can use the Health Check tab in the BMC Remedy ITSM Suite Maintenance tool to run a post
installation health check on your files.
The health check uses a bill of materials (BOM) file from each BMC Remedy ITSM application to
verify that the application forms and workflows that you chose to install were installed properly. The
health check reports on any parts of the product that are broken.
See Collecting logs, diagnostics and performing system health check using the Maintenance Tool
for more information.
Encrypt passwords
From the BMC Remedy ITSM Maintenance tool Encryption tab, you can generate an encrypted
password to use when running a silent installation.
For more information, see Encrypting passwords using the BMC Remedy ITSM Maintenance Tool
in BMC Remedy ITSM Deployment online documentation.
Other BMC Remedy ITSM Suite Maintenance tools

The following table lists the other maintenance tools that are available in the BMC Remedy ITSM
Suite and their uses.
Product Capabilities
BMC Service Request Management Maintenance tool

Viewing logs
Performing health checks
BMC Service Level Management Maintenance tool

Viewing logs
BMC Remedy AR System Maintenance tool

Viewing logs
Configuring logging

Product Capabilities
BMC Atrium Core Maintenance tool

Viewing logs
Configuring logging
DSO mapping
Note
For information about the Maintenance tools available with a BMC product that is not in
the BMC Remedy ITSM Suite, see the documentation for that product.
Troubleshooting issues for BMC Remedy

Smart Reporting user sync utility
This section describes how to troubleshoot some of the issues related to the BMC Remedy Smart
Reporting user sync utility. Make sure the onboarding procedure is complete before verifying that
the user sync job has started and is completed.
BMC Remedy Smart Reporting users are not being synced (see page 2006)
User sync job completed with errors (see page 2007)
BMC Remedy Smart Reporting users are not being synced

2. Verify that the inapp-reporting.jar file is present in the ARSystem_installDir\BMC
Software\ARSystem\diserver\data-integration\libext\ directory.
3. Open the BMC Remedy AR System escalation logs, UDM:ExecutionStatus, and verify if the
user sync job has started.
4. If the user sync job has not started, enable the escalation and filter log:
a. Log on to the BMC Remedy AR System server.
b. Choose AR System Administration > AR System Administration Console > System >
General > Server Information.
c. On the LogFiles tab select the following options:
Escalation log (see log file path)
Filter log (see the log file path)
d. Click Apply, and then OK.
5. Rerun the job,
6.
6. Open the BMC Remedy AR System escalation log and locate the RSR:
UpdateCompletedStatus string. If you cannot locate the string, restart the AR System
server, and check the file again.
User sync job completed with errors

1. Make sure that BMC Remedy Smart Reporting service is running.
2. Log on to BMC Remedy AR System server.
3. Open the UDM:Variable form, and verify that the following variables values are defined:
BMC_AR_SERVER_HOST_NAME
BMC_AR_PORT
BMC_AR_USER
BMC_AR_PASSWORD
FAQs and additional resources

This topic provides information that supplements the BMC Remedy ITSM Suite 9.1 documentation.
It contains the following sections:
Frequently asked questions (see page 2007)

Additional resources from BMC (see page 2012)
Other useful sites (see page 2012)
Frequently asked questions

Frequently Asked Questions on BMC Remedy ITSM Process Designer (see page 1560)
Frequently asked questions for BMC Remedy Smart Reporting (see page 2012)
Frequently asked questions on BMC Remedy ITSM Data Access Model (see page 2019)
What happened to all the PDFs for this product?
Where to find information previously provided in a PDF guide or manual
Document title Found here in
BMC Remedy ITSM Concepts Guide

Key concepts (see page 104)
BMC Asset Management user scenarios
BMC Change Management and Release Management use cases
BMC Incident Management use cases
BMC Problem Management use cases
IT Home page (see page 775)

Using Global Search (see page 783)

The software lifecycle
Change Management processes
Using the Calendar
Release Management module
Registering incident requests
Managing problem investigations
Using ROI flashboards (see page 801)
Using the KPI flashboards (see page 799)
Compatibility matrix
Language information (see page 288)
Working with costing and charge-backs
BMC Asset Management and BMC Atrium CMDB
Customization designs (see page 1831)
BMC Remedy ITSM Administration Guide

Permission groups and application access (see page 199)
BMC Remedy ITSM Guide to Multi-Tenancy

BMC Remedy ITSM Installation Guide

Preparing
Installing
Configuring BMC Remedy ITSM solution (see page 289)
Installing silently
Troubleshooting the installation (see page 1931)
Viewing installation and uninstallation logs (see page 1994)
BMC Remedy ITSM Notification Engine Guide

Notification Engine (see page 118)
Notification Engine configurations (see page 493)
Data Management Administration Guide

Data Management error messages (see page 1952)
Where do I find release note information?
Where to find information previously provided in release notes

Type of information Found here in
New features (enhancements) and other information Version 9.1.00 enhancements (see page 61)

Issues corrected by the base release and its service packs and patches
Issues that are currently open
Where do I find information previously provided in a white paper?
Where to find information previously provided in a white paper
BMC Remedy IT Service Management 7.6.03 Section 508 User

Accessibility Options White Paper Section 508 compliance issues (see page 314)
Configuring the environment for accessibility
(see page 308)
BMC Remedy IT Service Management 7.6.03 Integrations White Paper

Integration model (see page 743)
Incident Management integrations
Problem Management integrations
Change Management and Release
Management web services
Creating BMC Asset Management web
services
Task Management web services
BMC Remedy Application Permissions: Best Practices

BMC Remedy Distributed Server Option (DSO) Implementation with

BMC Remedy IT Service Management Configuring the Distributed Server Option DSO
Service (see page 630)
Where can I find technical bulletins?
Where to find information previously provided in a technical bulletin
Type of technical bulletin Found here in
Contents of a service pack or patch

and instructions particular to it Release notes and notices (see page 16)
For issues corrected in the service pack or patch, sort the table in Known and
corrected issues (see page 20) by the "Corrected in" column
Other information Placed in context throughout this space, but listed and linked to in Release notes and
notices (see page 16).
Where can I find flashes?

If BMC publishes urgent information about this product, you will find it under the "Flashes" heading
in Release notes and notices (see page 16).
Is all the content for BMC Remedy ITSM in this space?
The documentation for BMC Remedy ITSM Suite is split between multiple spaces, so a space-level
search performed in the box in the left navigation pane does not search all the documentation for
this release. The following spaces also document this release:

BMC Service Desk
I’d like a PDF of just selected information. How can I do that?
1. From the Tools menu, select Export to PDF.
PDF export
The Export to PDF menu is displayed with preconfigured export settings.
Export to PDF menu

2. Perform one of the following steps:

Choose an export setting and click Start Export. (The recommended setting for most
exports is Branch (this page and its children).) You will be prompted to download
your completed PDF when the export process is completed.
Choose Customize Settings and continue to follow these steps if you want to perform
advanced PDF customization.
3. Select a template (for example, BMC Standard).
Templates with the designation (with child pages) export the current topic and
all child topics in that branch. If you are on the Home page, you will export all topics
in that space.
For best results, export using a BMC Standard template. Others are not optimized for
docs.bmc.com content.
4. If you want to customize your PDF export, choose Customize Settings.
To restrict your export to pages with a certain label, select This page and all children
with label … and enter the desired labels to add (or exclude) in the General tab.
To add a title and other information to the exported PDF, change the settings in the
PDF Properties tab.
To change how some dynamic content is exported, change the settings in the
Content Processing tab:
TOC macros includes a Table of Contents that list headings in longer topics.
Children macros includes a list of links to child topics on some top-level topics.
Export images as original resolution expands the images that are shown in a
small size in a topic.
To automatically generate full URLs after links (useful if you will print the PDF), check
the appropriate check boxes in the Linking tab. Note that links containing long URLs
may cause formatting issues with some tables if this option is selected.
5. Click Start Export to begin the export process.

Your last export settings will be remembered and you will be able to create another export with
those settings without having to reconfigure your PDF.
Depending on the number of topics included in the export, it might take several minutes to create
the PDF. Once the export is complete, you can download the PDF.
Additional resources from BMC

The following BMC sites provide information outside of the BMC Remedy ITSM Suite
documentation that you might find helpful:
BMC Communities, BMC Remedy community

BMC Support Knowledge Base, search filtered by BMC Remedy IT Service Management
Suite
BMC Educational Services, BMC Remedy ITSM Suite learning path
BMC Global Services, BMC Remedy ITSM offerings
www.bmc.com, information about BMC Remedy ITSM Suite
Documentation for related products:
BMC Asset Management documentation
BMC Change Management documentation
BMC Knowledge Management documentation
BMC Service Desk documentation
BMC Service Level Management documentation
BMC Service Request Management documentation
BMC Remedy AR System documentation
BMC Atrium Core documentation
Other useful sites

The following site, which is not created or endorsed by BMC, also provides information that you
might find helpful:
The Action Request System discussion list, ARSLIST
Frequently asked questions for BMC Remedy

Smart Reporting
This topic provides answers to frequently asked questions about BMC Remedy Smart Reporting.
The following sections are included:
Installation and deployment (see page 2013)

BMC Remedy Smart Reporting customizations (see page 2014)
BMC Remedy Smart Reporting charts, report designer, and self service (see page 2015)

BMC Remedy Smart Reporting licensing (see page 2017)

Convergence of Reporting Technologies (BIRT, D&A, Smart IT) (see page 2017)
BMC Remedy Smart Reporting compatibility, localization, and training (see page 2018)
Note
For information about about BMC's strategy to support BMC Remedy Smart Reporting
and the existing reporting options such as Dashboard and Analytics, see Product
announcements for BMC Remedy Smart Reporting.
Installation and deployment

Can I configure BMC Remedy Smart Reporting to access data from a nonproduction database?
Yes. BMC Remedy Smart Reporting provides flexible deployment options. You can achieve
different levels of isolation for reporting, to account for varying workloads.
In the simplest deployment, the reporting server shares the infrastructure with BMC Remedy Mid
Tier.
In more advanced deployments, you can configure BMC Remedy Smart Reporting on a separate
reporting server or a reporting cluster. This deployment model separates any reporting workload
from BMC Remedy Mid Tier, although they still have the BMC Remedy Action Request System
(AR System) server and database in common.
In the most scalable deployment, you can configure a reporting cluster with a dedicated AR System
server to report from a nonproduction database that is replicated and always on. This deployment
model completely separates the reporting workload from BMC Remedy Mid Tier and the AR
System server and database.
For BMC Remedy Smart Reporting deployment options, see Planning BMC Remedy Smart
Reporting deployment from the BMC Remedy ITSM Deployment online documentation.
How can I promote a report from one environment to another?
The reporting administrator can export and then import reports, and other definitions by using an
XML based import-export feature available in BMC Remedy Smart Reporting.
Does the AR System JDBC driver connect only to the AR System server, or does it also connect
directly to the BMC Remedy AR System database?
The BMC Remedy AR System JDBC driver connects only to the AR System server. Internally, the
BMC Remedy Action Request (AR) System APIs connect to the BMC Remedy AR System
database.
What is the technology behind the reporting server?

The reporting server uses Apache Tomcat as the default web server. The metadata-like report
configuration for BMC Remedy Smart Reporting is added to separate tables in a database that can
be shared with BMC Remedy AR System.
What will work out of the box? Is any post-installation configuration required, or will the standard
reports work after installation without additional configuration?
Installing both BMC Remedy AR System and BMC Remedy IT Service Management (ITSM)
components will also install BMC Remedy Smart Reporting capabilities. After completing the
installations, the administratormust run a BMC Remedy Smart Reporting onboarding utility that
imports the report definitions. After the onboarding is complete, no additional configuration is
required and all the out-of-the-box content is available. For more information, see the following
resources:
Installing BMC Remedy Smart Reporting from the BMC Remedy ITSM Deployment 9.0
online documentation.
Onboarding users and importing content in BMC Remedy Smart Reporting (see page 1595).
BMC Remedy Smart Reporting customizations

Can I use BMC Remedy Smart Reporting for reporting on custom forms within BMC Remedy ITSM
application?
BMC Remedy Smart Reporting is available for both BMC Remedy ITSM and custom forms within
it. Content related to BMC Remedy ITSM, including reports, dashboards, and views is provided out
of the box. To use custom forms, you must add them to the semantic view of BMC Remedy Smart
Reporting.
We do not have BMC Remedy ITSM license, but we use the Remedy Service Innovation License
for the platform, to create custom applications. Can I use the new BMC Remedy Smart Reporting
capabilities for the reporting needs of the custom application?
BMC Remedy Smart Reporting is available to anyone who is a licensed BMC Remedy ITSM user.
It has been designed, tested, and configured to work specifically with the BMC Remedy ITSM
solution. Unfortunately, currently you need to continue to use existing the BMC Remedy AR
System reporting options for custom applications, for example, the BMC Remedy AR System
Report Console.
Can I export a report in XML format so that it can be consumed by a third-party integration?
Yes. You can export a report to XML format, along with other formats such as CSV, Excel, PDF,
and so on. Integrations such as web service and HTML embedding are supported.
What about reporting with joins of custom forms if I need information from two forms?
You can extend out-of-the-box joins, which are already defined based on the semantic layer. For
custom forms, you must know the join fields and define them as part of the view definition.

Are all fields on a BMC Remedy AR System form available, or are there any limitations similar to
available fields for web reports?
All fields, except view-only fields and vendor forms are available for reporting; out-of-the-box views
contain only the most widely used fields. You can easily extend the out-of-the-box views to include
additional fields; however, you should always create a copy of the out-of-the-box view and then
modify the copy.
In the report designer, are custom fields automatically available in the list of selectable fields?
No. The administrator must first publish the custom fields as a part of the semantic view through
quick configuration steps using the drag-and-drop interface.
In version 8.x, date was an interger and reporting used the date function to format dates. Are the
dates already formatted or does BMC Remedy Smart Reporting provide a formatting option?
Dates are preformatted in BMC Remedy Smart Reporting; you can also choose different date
formats.
BMC Remedy Smart Reporting charts, report designer, and

self service
Does BMC Remedy Smart Reporting have control charts?
No, but you can create line charts with upper and lower controls and targets by selecting the KPI
option from the Report Design screen. See Creating a KPI report (see page 1076).
Can I customize the tabs on the dashboard for different types of departments using Remedy?
Yes. Any dashboard is completely configurable.

You can arrange the tabs on a dashboard according to the content available out of the box, such
as IT Infrastructure Library (ITIL) processes like Change Management, Incident Management,
Knowledge Management, and so on.
You can also configure the tabs for different departments. If you want to set up different dashboard
tabs per department with the same underlying report definitions, you can also leverage the
dashboard page filters. These filters ensure that although the dashboard pages are similar, the
data displayed on each dashboard tab is specific to each department.
For Remedy OnDemand, can the customers configure the reporting themselves, is a service
request required?
BMC Remedy Smart Reporting is a self-service tool. Customers can configure the reporting
themselves.
Is there global configuration for reports? Can someone from a specific team define reports for
users?

Specific roles govern access rights in BMC Remedy Smart Reporting. Users with a role to create
new reports can define new reports for report consumers. See, BMC Remedy Smart Reporting
user roles. (see page 1698)
Is it possible to edit out-of-the-box reports and remove some reports?
Yes. With appropriate permissions in BMC Remedy Smart Reporting, users can remove or modify
a report, or copy an existing report and modify their own copy. However, BMC recommends that
you do not modify or remove an out-of-the-box report.
Can I create a template for report formatting settings and reuse it for other reports?
Administrators can set server-level format settings which that apply to all reports by default.
Currently, the concept of a template for report formatting is not available.
What about historical or aggregated data?
Historical or aggregated data, for example Mean Time To Resolve (MTTR), i s available as KPI
reports (see page 1075). KPI reports leverage the flashboard functionality in the server (not the
visualization) to capture and store historical information for key performance indicators (KPIs). With
version 9.0, Incident Management (see page 1078) and Change Management (see page 1080) KPIs
are available out of the box, and more KPIs for other areas will be added over time.
Can I create reports based on relationships, for example, CIs related to incidents, changes related
to incidents, tasks related to changes, and so on?
Yes. Relationships are available in the out-of-the-box views (semantic layer) for BMC Remedy
ITSM applications.
Can you see reports in the Report Console and schedule them?
Yes. Reports are available in the BMC Remedy Smart Reporting interface. You can schedule
reports using different broadcast (see page 1019) options, and you can send the reports via email
(see page 1017). You can also subscribe (see page 1025) to reports that are made available in the
BMC Remedy Smart Reporting timelines.
Can I schedule a report to be emailed when a report threshold is crossed?
BMC Remedy Smart Reporting is not an active monitoring system like BMC ProactiveNet
Performance Management. However, it supports a few business cases for exception reporting.
For example, you can configure conditional report delivery to send an email when more than ten
critical incidents are assigned to any of your team members. Based on the frequency you define,
the report will run every few minutes or hours, but will send an email only when more than ten
critical incidents occur as defined in the qualification.
Can I limit report scheduling to certain times?
No. You cannot limit report scheduling to a specific time frame.

BMC Remedy Smart Reporting licensing

Will BMC Remedy Smart Reporting data integrate with BMC ProactiveNet Performance
Management reporting? BMC Remedy Smart Reporting is focused on providing an in-application
reporting solution for BMC Remedy ITSM use cases. Currently there are no plans to integrate it
with BMC ProactiveNet Performance Management, Data Center Automation, or Cloud Lifecycle
Management.
BMC Remedy Smart Reporting is provided as an application; do I have to license this application?
Separate licensing is not required for BMC Remedy Smart Reporting. You have access to BMC
Remedy Smart Reporting with a BMC Remedy ITSM license.
I believe that BMC Smart Reporting is part of BMC Remedy AR System functionality. Can I use
BMC Remedy Smart Reporting even without BMC Remedy ITSM?
BMC Remedy Smart Reporting is licensed for BMC Remedy Remedy ITSM customers. Options for
other customers who use BMC Remedy AR System without BMC Remedy ITSM applications are
being discussed.
Can I integrate BMC Remedy Smart Reporting with other data sources, or must I integrate it only
with BMC Remedy AR System data?
BMC Remedy Smart Reporting license terms allow BMC Remedy ITSM customers to generate
reports with the BMC Remedy AR System database (forms). You cannot integrate BMC Remedy
Smart Reporting directly with external data sources such as Microsoft Excel, CSV, or XML files; or
with any other databases.
However, you can integrate BMC Remedy AR System with external data sources to make the data
available in BMC Remedy AR System forms, which can then be used for BMC Remedy Smart
Reporting.
I see a License Expiration Date on the Administration Console of BMC Remedy Smart Reporting.
Will our access to BMC Remedy Smart Reporting discontinue after that expiration date?
You are entitled to use BMC Remedy Smart Reporting with a valid BMC Remedy ITSM license.
So, you will continue to use BMC Remedy Smart Reporting until the BMC Remedy ITSM license is
valid. Also, BMC will provide new version of the license key for BMC Remedy Smart Reporting
from time to time in future releases, which will extend the term of BMC Remedy Smart Reporting.
Convergence of Reporting Technologies (BIRT, D&A, Smart

IT)
When I cross-launch incidents from a report, why isn’t Smart IT opened instead of BMC Remedy
Mid Tier?

Cross-launching to Smart IT requires configuration. For detailed steps, see Updating cross launch
settings (see page 739)
Will BMC Remedy Smart Reporting replace BMC Analytics for BSM product (based on SAP
Business Objects)?
The BMC Analytics for BSM is a solution that brings data from BMC Remedy ITSM, BMC
ProactiveNet Performance Management and Cloud Lifecycle Management solutions, whereas
BMC Remedy Smart Reporting is focused specifically around BMC Remedy ITSM reporting. BMC
will provide a statement of direction for the BMC Remedy reporting strategy soon.
I have multiple reports created for ITSM using different technologies such as Web reporting (BIRT)
and Analytics report (BOXI). Can I easily convert these reports to the BMC Remedy Smart
Reporting format?
No. Any utility to convert BIRT and SAP Business Objects reports to BMC Remedy Smart
Reporting format is currently not available. However, BMC is working on converting some of the
current out-of-the-box BIRT and SAP Business Objects reports in BMC Remedy Smart Reporting
format, and making the reports available on BMC Communities, which customers can easily import
to BMC Remedy Smart Reporting. More details will be announced on BMC Communities.
Can I access BMC Remedy Smart Reporting from the Smart IT interface?Yes. You can access
BMC Remedy Smart Reporting from Smart IT 1.2 or higher.
BMC Remedy Smart Reporting compatibility, localization, and

training
Will BMC Remedy Smart Reporting will be localized into multiple languages?
Yes. All supported BMC Remedy ITSM languages, except Russian and Korean, are available with
What training options are available for BMC Remedy Smart Reporting?
The BMC documentation site, https://docs.bmc.com/ , includes short videos about various BMC
Remedy Smart Reporting topics such as creating new reports and dashboards. BMC Education
and BMC documentation will help all customers to learn about BMC Remedy Smart Reporting.
Does BMC Remedy Smart Reporting 9.0 work with existing versions of BMC Remedy ITSM?
BMC Remedy Smart Reporting is a new capability that is currently aligned with BMC Remedy
ITSM 9.0 or higher.
Is BMC Remedy Smart Reporting compatible with different browsers such as Google Chrome,
Mozilla Firefox, and so on?

Yes. BMC Remedy Smart Reporting has the same browser compatibility as the corresponding
BMC Remedy ITSM version, which supports Google Chrome, Microsoft Internet Explorer, Mozilla
Firefox, and Apple Safari (for Macintosh computers).
If Remedy OnDemand customers (non-Remedy Administrators) are building reports, is there any
training provided for customers, or would we expect reports to be built during BMC Remedy Smart
Reporting onboarding?
Out-of-the-box reports and dashboard are available to all the users, including the BMC Remedy
OnDemand customers. Further, customers can build their own reports and dashboards from the
web-based report designer, without requiring BMC Remedy administrator rights. BMC Education
and BMC documentation will help all customers to learn about BMC Remedy Smart Reporting.
Frequently asked questions on BMC Remedy

ITSM Data Access Model
This topic provides answers to frequently asked questions about BMC Remedy ITSM Data Access
Model.
After upgrading to 9.1, does my existing ticket data get updated?
No. Your existing ticket data remains as is and continues to use the old company based
permissions . For details, see the Upgrade Considerations section in Data access model
enhancements in BMC Remedy ITSM 9.1 (see page 1186).
Post upgrade, how does the access to newly created records work?
After upgrading, newly created records follow the 9.1 data access model. For details, see the
Upgrade Considerations section in Data access model enhancements in BMC Remedy ITSM 9.1
(see page 1186).
What happens to the permissions when I change the parent group of a child group?
AR Server automatically updates the parent field values for all the records in the system. This is
done in the background and time taken depends on the volume of data.
For example, Service Desk is the parent of Backoffice Support. If you change the parent of
Backoffice Support to Change Management:
The ex parent (Service Desk) and its parent groups can no more access the data of
Backoffice Support.
The new parent (Change Management) can access the data of the child group (Backoffice
Support).

How do approvers approve a change request if they are not members of the support groups
mentioned in a change request?
Approvers should always approve a request from the Approval Central. For approving a request
from application record, approvers must have row level access to that request else the request is
not visible to approvers.
Support information
This topic contains information about how to contact Customer Support and the support status for
this and other releases.
Contacting Customer Support

If you have problems with or questions about a BMC product, or for the latest support policies, see
the Customer Support website at http://www.bmc.com/support. You can access product
documents, search the Knowledge Base for help with an issue, and download products and
maintenance. If you do not have access to the web and you are in the United States or Canada,
contact Customer Support at 800 537 1813. Outside the United States or Canada, contact your
local BMC office or agent.
Support status
As stated in the current BMC Product Support Policy, BMC provides technical support for a product
based on time rather than number of releases. To view the support status for this solution, see the
BMC Remedy IT Service Management Suite Support page.

Index
5
508 1879
9
9 1 1083
a
access 381, 382, 382, 384, 386, 394, 810, 1488
access control 191
accessibility 308, 309, 310, 311, 311, 311, 312, 313, 313, 314, 314
accessing 760, 770
actions 1511, 1514
activating 1111
active links 1839
activities 219, 572, 574
activity form 786
activity templates 572, 573, 574
adding themes 1720
add parent group 1182
adjusting 1866
admin console 1626
administration 1177, 1487, 1889
administrator 1784
admin password 1820
adobe flash 303
advanced options 592, 592
advanced qualifications 808
aliases 390, 405, 479, 482, 1240
alias mapping 1240
alias replacement 1343
annotate 1100
apis 744, 749
application administration console 344, 349, 351
application administrator 76, 349

application naming format 1862

application preference 305, 305
application preferences 1235
application registration 594, 595
application settings 626
applications permission model 375
appquery plugin 306
approval 1507
approver 76, 78, 458
ar admin 77
architecture 105, 107, 115, 116, 117, 118, 121, 253, 266, 269, 1213, 1388
archive 1569
archive view 1593
archiving 1569, 1593
arid 709, 1948
ar output 1417
arwarn 9508 1926
arx files 1258
asset cis 1258, 1266, 1295
asset inventory 208
assets 168, 170
assignee group 1179
assignment menu 1186
assignment menus 421
assignment routing 370
assignments 117, 370, 541, 545, 546, 555, 567, 574, 576, 746
associated content slide 1113
ast attributes 135
atritum integrator 1409
atrium integrator 1333, 1336, 1339, 1340, 1408, 1941
atrium integrator adapter 1213
atrium integrator job names 1336
atrium integrator jobs 1196, 1336, 1339, 1340
atrium integrator job variables 1340
atrium integrator spoon client 1213
attachments repository 1233
auditing 729
audit logs 1354, 1356, 1364, 1369
audit reports 1823
auto assignment 542
automatic spreadsheet generation 1280, 1280

b
bc 505
best practices 181, 190, 199, 203, 208, 209, 211, 219, 220, 222, 225, 229, 234, 236, 236, 254, 256
, 257, 260, 266, 269, 273, 275, 277, 280, 287, 301, 344, 346, 459, 495, 503, 547, 602, 688, 693,
696, 743, 1151, 1208, 1223, 1233, 1243, 1258, 1259, 1276, 1336, 1354, 1380, 1507, 1831, 1834, 1862, 1881, 1882, 18
, 1886, 1891, 1893, 1894, 1895, 1895, 1900, 1926, 1941
best practice views 606
birt 805
blocking 1146
bmc asset management 211, 242, 760, 795, 1258, 1266, 1295, 1298, 1321, 1333, 1336
bmc atrium cmdb 131
bmc atrium core 662, 663, 665, 1159, 1922
bmc atrium integrator 1208
bmc change management 76, 160, 176, 216, 242, 287, 600, 760, 764, 764, 766, 801, 1296, 1297
bmc discovery products 1366
bmc knowledge management 78, 88, 176, 229, 246, 580, 760, 1243, 1258, 1268, 1269, 1321, 1347, 1372
bmc proactivenet 176
bmc proactivenet performance management 176, 600
bmc remedy ar system 116, 203, 299, 673, 1168, 1213, 1233, 1336, 1833, 1862
bmc remedy it service management 16
bmc remedy itsm 16, 131, 808
bmc remedy itsm process designer 85, 88, 92, 93, 94, 107, 271, 709, 709, 712, 730, 1495,
1495, 1497, 1499, 1500, 1500, 1509, 1511, 1514, 1531, 1532, 1534, 1538, 1539, 1539, 1541, 1542, 1542, 1546, 1948,
, 1949, 1949
bmc remedy itsm suite 807
bmc remedy mid tier 1374
bmc remedy ondemand 16
bmc remedy smart reporting 1720, 1722, 1733
bmc service desk 80, 220, 222, 244, 245, 760, 766, 1299, 1300, 1546
bmc service impact manager 335
bmc service level management 83, 246, 324, 324, 325, 328, 328, 330, 330, 331, 332, 335, 760,
1321, 1372
bmc service manage 1872
bmc service management process model 86, 86, 181, 707, 707, 708, 1176, 1864, 1864, 1865, 1866,
1868, 1869, 1870, 1871, 1872, 1874, 1876, 1877, 1878, 1878, 1878, 1879, 1880
bmc service request management 225, 321, 322, 322, 323, 551, 760, 766, 1258, 1321, 1372, 1546
bmc service request management application administrator 84
bmc software license management 303
bmc topology discovery 1366
boolean operations 783
breadcrumb bar 767
broadcasts 1171, 1172

browsers 351
business analyst 84
business hours 412
business logic objects 1839
business manager 84
business time 727
buttons 1894
c
cai 120, 120, 299, 300, 593, 594, 595, 600, 750, 750
cai plug in 120
cai plugin registry 300
calbro services 188
calculations 613, 615, 617
case insensitivity correction 1345
catalogs 471, 482
categories 484, 587
categorization 473, 482, 554, 565, 576
change administrator 562
change coordinator 76
change management 1507
change manager 76
change templates 551, 552, 554, 555, 556, 557, 557, 559, 562
changing 1869, 1871, 1878, 1878
changing diagrams 1865
changing text 1870, 1872
charge backs 591
chat 669, 680, 1162, 1163, 1164, 1168, 1170
chat server 670, 673
check 1474
child group 1182
ci classes 1266
ci fields 1313, 1313
ci name 1333
cis 380, 450, 667, 744, 1333, 1336
cities 400
ci types 1281
classifications 552, 563, 573, 575
cleanup 1626
code reuse 1833
collaborate 1100

collection points 330, 331

collector 324, 325, 327, 332, 1927
command automation interface 120, 593, 601, 750, 750
command parameters 597
comment 1100
comments 1100
companies 128, 352, 354, 355, 387, 388, 389, 390, 390, 396, 397, 398, 399, 475, 484, 492, 688
company 1418
company types 354
company types supported in multi tenancy 378
company validation 1418
comprehensive change and release management 76, 158, 160, 339
concept 16, 76, 86, 88, 88, 92, 93, 94, 107, 112, 114, 116, 117, 118, 120, 120, 120, 121,
123, 131, 137, 149, 150, 158, 168, 170, 174, 176, 181, 188, 191, 199, 202, 241, 251, 257, 275, 288
, 288, 295, 299, 299, 343, 358, 380, 381, 386, 402, 409, 428, 430, 432, 454, 467, 471, 473, 482,
486, 493, 493, 495, 495, 496, 501, 505, 507, 541, 547, 587, 591, 593, 606, 611, 618, 620, 693, 704
, 714, 717, 720, 724, 743, 744, 744, 749, 750, 750, 761, 766, 767, 775, 799, 799, 801, 804, 1162,
1196, 1208, 1209, 1223, 1239, 1245, 1275, 1310, 1318, 1343, 1345, 1347, 1360, 1379, 1408, 1444, 1500, 1569, 1881,
, 1885, 1886, 1888, 1889, 1890, 1891, 1893, 1894, 1895, 1895, 1900, 1901, 1904, 1905, 1905, 1906, 1909
conditional field 1245
conditions and qualifications forms 1374
configuration 289, 289, 297, 299, 301, 308, 321, 322, 324, 324, 325, 328, 328, 330, 330, 336, 337,
339, 340, 342, 343, 343, 344, 346, 348, 352, 371, 372, 373, 377, 382, 382, 382, 384, 387, 394, 402
, 429, 429, 467, 471, 493, 501, 531, 531, 541, 547, 582, 584, 584, 592, 592, 608, 610, 620, 621,
630, 662, 665, 669, 669, 670, 676, 678, 681, 685, 690, 693, 695, 696, 699, 703, 704, 705, 708, 709
, 727, 730, 1474, 1927
configuration administrator 78
configuration data 1178
configuration data access multi tenancy 378
configuration items 450
configuration item types 1281
configuration records 618, 619
configure 707, 1828, 1879
configure hierarchical group 1182
configure udm in non server environment 1244
configure udm server group environment 1244
configuring 562, 735, 1600
configuring companies for multi tenancy 378
configuring data management recommendations 1244
configuring valid support groups 414
connections 1138
connectivity 668
consoles 459, 611, 761, 762, 765, 766

contacts 447
content import 1595, 1621, 1624, 1625
continue step 1354
contract manager 78
contracts 168
contributor approved 257
converting 1868
converting diagrams 1868
copying themes 1720
corrected 20
cost centers 451, 467, 468, 470, 471
cost rates 587, 587, 589
costs 585, 612, 613, 614, 615, 616
count action filter 1392
count records 1362, 1364
countries 399, 400, 537
create 1141
create as new job 1354
create only 1235, 1259, 1347
create report 859
creating 1111
creating data 1211
creating users 1492
cross launch 739
crystal reports 582, 582, 583, 805
css 1879
currencies 399
currency settings 1933
custom character field 1909
custom configuration 346, 388
customer 78
customer representative 76
customer support 2020
custom fields 1386, 1387
customization designs 1831
customizations 302, 302, 1378, 1378, 1379, 1379, 1380, 1386, 1388, 1831, 1864, 1881, 1890
customize 1810
customized jobs 1324
customized job templates 1327
custom report 859
custom search 795

d
dashboard 811
dashboards 328
data 701, 1374
data access in multi tenancy 378, 378
data access model 91 sp2 1190
database 1569
databases 373
database sizing 260
database tier 260
database tier sizing 260
data changes 1221
data exception 1419
data format 1275
data integrity 1365, 1371
data integrity prerequisites 1365
data levels 1209
dataload 1201
dataload components 1213
dataload jobs 1201
dataload promotion errors 1994
dataloads 1224, 1379, 1379, 1952
dataload spreadsheets 1201, 1244, 1245, 1247, 1250, 1252, 1258, 1259, 1259, 1262, 1272, 1274, 1275, 1276, 1280,
1281, 1304, 1304, 1307, 1309, 1311, 1313, 1317
dataload staging forms 1379, 1380, 1381, 1382
data management 1196, 1201, 1215, 1223, 1231, 1233, 1270, 1275, 1310, 1318, 1378, 1378, 1379, 1386, 1419, 1463,
1474, 1486, 1941, 1952
data management exclusions 1221
data management job console 1213, 1320
data management jobs 1196
data mapping 1247, 1247, 1250, 1252
data migration 132
datasets 295
data sources 328
data storage 1834
data sturcture 135
data transfer 636
data values 1281, 1281, 1282, 1285, 1287, 1290, 1294, 1295, 1295, 1295, 1296, 1297, 1298, 1299, 1300, 1302, 1302
data visualizer 1419
data wizard 1225, 1228, 1349, 1360, 1360, 1362, 1364, 1366, 1369, 1369, 1372, 1388, 1388, 1391, 1392, 1393, 1395,
1397, 1419, 1945
data wizard console 1366, 1397

data wizard counts 1945

data wizard filter actions 1388
data wizard limitations 1369
data wizard merge 1374
data wizard modifications 1391, 1395
data wizard target values 1362, 1365, 1366, 1371, 1397
data wizard updates 1945
datbase 1626
default client org 1784
define valid support groups 91 sp2 423
delete staging 1357
deleting company 1619
deleting customer 1619
deleting templates 551
deleting themes 1720
dependencies 1239, 1262, 1534, 1538
deployment 253, 254, 256, 257, 260, 266, 269, 271, 273, 275, 277, 280
deregister 699
deselect server 698
deselect spoke 698
designer 107, 2003
development 1830
diagram notes 1539
diagrams 1864, 1865
diagram size 1866
disaster recovery 269
discussion 1140
discussion members 1146
discussions 1141, 1142, 1145, 1147
distributed server option 630, 693, 695
dmt admin 77, 1232
dmt user 77, 1232
documentation 88
dr 269
dso 630, 635, 636, 640, 642, 643, 693, 695, 1862
dso data transfer 636
dso filterconfiguration 1926
dso forms 643
dso hub and spoke 693
dso implementation 635
dso prefix 631
duplicate data errors 1989

e
editing themes 1720
elements 86, 1876
email rule engine 704
enabling logs 2003
end to end process 1595
enhancements 16, 57, 70
environment 287
environment variable 1413
error handling 1357, 1415, 1417
error management 1213, 1357
error messages 1951, 1952, 1952, 1980, 1989, 1994, 1994
escalation pools 508, 509
escalations 292, 293, 493, 506, 507, 509, 1839
event commands 601
event management 176
events 601
excel 1275
exception 1419
exception error 1419
explorer 1488
exporting 1495, 1569
extensibility 1832
extensions 1938
f
faq 2007
faqs 2012
favorite groups 405
favorites 1137
features 57, 61, 66, 70
field 1 1179
field 112 1179, 1833
field 160 1833, 1838
field 179 1833
field 60900 1179
field 60901 1179
field 60989 1179
field ids 1397
field labels 780

field maintenance 1357

field names 1849
fields 132, 432, 780, 1493, 1532, 1891
filters 1122, 1839
finance rules 589
financial 234
financial manager 76, 78
financials settings 557
firewall 280
flashboards 610, 611, 611, 612, 613, 614, 615, 616, 617, 618, 618, 619, 799, 800, 801, 802, 1859
footer 1878
forms 640, 642, 1849, 1888
forms handling 636
form views 1893
foundation 123, 128, 343, 348, 372, 584, 584, 592, 592, 701, 703, 780, 1247, 1274, 1275, 1419, 1901
foundation data 1209, 1360, 1372, 1419
foundation data loads 1224
foundation data mapping 1247
foundation staging forms 1382
friends list 1168
fulfillment provider 84
full text search 783
functional roles 251
functions 748, 748, 748, 749
g
generic catalog 486, 486
generic categories 486, 491, 492
geographic information 400
geo packs 1156
global 618
global search 783, 786, 786, 787, 788, 789, 790, 791, 792, 793, 793
golden spreadsheet 1444
group aliases 405
group assignments 542
group coordinator 80
groups settings 557, 568, 578
guides 1839, 1862

halted counts 1945

halted promotion 1944
halted updates 1945
halted validation 1944
hardware recommendations 260
hardware requirements 287
header 1874, 1878
health check 2004
help desk form 787
hierarchical group 1178, 1179, 1182, 1186
hierarchical group for multi tenancy 378
high availability 266
holidays 412
home 16
home page 377
hotspots 1869
html characters 1880
html frame 1879
html tags 1880
http 287
https 688, 1926
hub 112, 352, 685, 688, 699, 1260
hub and spoke 112, 352, 685, 688, 690, 693, 695, 696, 698, 699, 699, 701, 703, 798, 1260
i
icons 779
ids 454, 458
importing 1495, 1497
incident management 80, 176, 222, 244, 766
incident management templates 575, 575, 576, 576, 577, 578, 578
incidents 575, 575, 576, 614, 615
include restrict support group assignment menu 421
indexes 1834
infrastructure change form 788
install 288
installation 327, 330, 330, 331, 332, 335, 690, 1931, 1933, 1949, 1994, 1996, 1999
installation log 2004
installing 288
integrating 750
integration 254
integration model 743

integrations 600, 742, 743, 743, 749

integration with microsoft 1825
interface 1876
interfaces 743, 749, 750, 1488, 1488
internationalization 288, 1838
invalid data errors 1952
inventory attributes 1333
inviting 1146
issues 20
it home page 377, 760, 775
itil 16, 181
it infrastructure library 181
itsm applications 1543
itsm data access model 1178
itsm data access model enhancements 1186
itsm permissions 1178
j
jaws 310, 311
jboss 323
job audit log window 1356
job console 1213, 1320, 1331, 1332, 1332, 1332, 1342, 1352, 1354
job copy 1354
job new window 1327
job registration 1339
job run 1354, 1354
jobs 1196, 1319, 1320, 1321, 1324, 1331, 1332, 1332, 1332, 1994
job schedule 1352
job search 1332
job steps 1196
job template copy 1327
job templates 1321, 1321, 1327, 1330
job template search 1330
job template search window 1330
job template window 1327
job variables 1340
job wait 1235
join 1141
join architecture 137
join forms 302
jre 327

k
kcs 229, 246, 1211, 1252
keywords 1862
knowledge article images 1268
knowledge articles 580, 1243, 1268, 1269
knowledge base search 88
known 20
known error form 789
kpi 149, 799, 1076
kpi flashboards 618, 799, 800
l
l18n 1838
languages 288
latency 1831
layout 1539
ldap 1341, 1463
ldap import 1341
ldaps 1341
ldaps import 1341
ldap variables 1341
leading space 1275
leave 1141
license check 1348
license compliance 1943
license keys 1348
licenses 168, 199, 451, 1348, 1943
load data errors 1941
load errors 1941
load file path 1233
loading parent group through udm 1238
load step 1333, 1336, 1339, 1341
locales 298, 1282
localization 288
localizing 1493
locations 355, 390
log files 1996
logging 1996, 1999, 2001, 2002, 2004
logical mappings 695
login 760

login ids 451, 454, 458

logo 1878
logs 1994, 1994, 1996, 1999, 2001, 2002, 2003
log zipper 2001, 2002
m
maintenance tool 1994, 1996, 1999, 2001, 2002, 2004
main theme 1722
managing permissions 1146
manifest settings 566
mapping 477, 482, 482, 1499
mapping processes 1543, 1546
mappings 599
maturity model 150, 160, 170, 176
menus 1849
merge company 1374
merge company support group data 1374
merge support group data 1374
message catalog 496
message ids 1859
microsoft exchange 1828
microsoft sharepoint 1828
mid tier 322, 351, 760
mid tier configuration tool 1624
mid tier settings 322
modify action filter 1393
modify functions 748
modifying templates 551
multi company onboarding 1602, 1608
multi tenancy 128, 299, 322, 352, 354, 378, 379, 380, 381, 382, 382, 382, 384, 385, 386, 394, 428,
451, 1223, 1946
n
naming spoke 688
navigating 760, 767, 770
new functionality 61, 66
non support staff 361, 447
normalization 1347, 1416
normalizing reconciling ci data 1351
notification engine 118, 301, 493, 496, 504, 506, 507, 508, 509

notification events 511, 1285

notifications 409, 410, 458, 493, 495, 495, 496, 499, 500, 500, 500, 501, 501, 502, 503, 504, 505,
509, 531, 531, 532, 533, 533, 536, 724, 724, 725, 726, 1170, 1905
o
offboard 1626
offline 481, 485, 491
oic change automation 562
olas 714, 715, 716, 717
onboarding 1418
onboarding wizard 1419
on call schedules 406
on duty manager 80
openfire 670, 673
operating company 112
operating level agreements 714, 715, 716, 717
operational catalog 471, 471, 482, 482, 484, 484, 485
operational categories 369, 483, 485, 1828
operational categorization 114
optional configuration 372
organizations 128, 354, 387, 388, 389, 392
outages 616, 617
out of the box foundation templates 1321
out of the box job templates 1321, 1321
out of the box process setup templates 1321
out of the box transactional templates 1321
overlay 1913
overlays 1881, 1882, 1912, 1917
overview 86
overview console 761, 762, 764, 1906, 1909, 1909, 1911, 1912, 1912, 1913, 1914, 1914, 1916, 1917, 1917, 1919,
1919
owner 667
p
page footer 1878
page header 1878
pagers 531, 536, 538, 539
palette 1491
parent group 1182
password encrypt 2004

passwords 454, 454, 454, 455, 456, 457, 1940

patches 479
pentaho 1409, 1411, 1411, 1413
pentaho spoon client 1408
people 128, 393, 429, 429, 430, 432, 436, 450, 451, 451, 451, 454, 458, 458, 459, 463, 463, 464,
466, 1304, 1306
people attributes 448
people information 358, 359, 361, 363
people loads 1306, 1341
people management console 459, 460, 461, 461, 462, 463, 463, 464
people records 359
people spreadsheet 1310
performance 1834
permission groups 202, 1287, 1304, 1306, 1309
permission model 688
permissions 190, 199, 199, 202, 203, 203, 208, 209, 211, 216, 217, 219, 220, 222, 225, 229, 234,
234, 236, 236, 239, 241, 242, 242, 243, 244, 245, 246, 246, 247, 251, 451, 461, 562, 623, 624, 662
, 688, 712, 750, 1232, 1306, 1307, 1309
planning 190
platform leverage 1833
plugins 306, 335, 673, 693, 709, 1934, 1948
port numbers 303
ports 280
post installation 324, 325, 328, 328, 1419
post upgrade 290
prechecker 1474
preference records 305, 305, 305
preferences 532, 730
prefix manager 699
prerequisites 705
problem coordinator 82
problem investigation form 790
problem management 82, 176, 220, 245
procedure 1275, 1411, 1411, 1411, 1413, 1415, 1416, 1417, 1474, 1999, 2001, 2002
process 107, 1176, 2003
process designer 88, 730, 731, 1487, 1488, 1488, 1488, 1491, 1492, 1493, 1543, 2003
process designer admin 85
process designer sub admin 85
process diagrams 1509, 1539, 1539
processes 1499
process flow 1905
process locking 1542
process model box 1871

process model boxes 1871

process model header 1872, 1874
process setup data 1209
process setup data mapping 1250
process setup staging forms 1382
process template 1500
process templates 92, 1311, 1494, 1495, 1495, 1500, 1538, 1540, 1540, 1541, 1542, 1542
process tracker 93, 730
process wizard 94
product catalog 471, 471, 472, 473, 473, 477, 477, 479, 479, 481, 481, 482
product categories 368, 473, 473, 475, 477, 481, 482
product categorization 114, 1318, 1366
product models 479
products 471, 479, 481
products involved 75
projects 336
promote step 1347, 1348
promotion 1944
propagation 1349
provinces 400
proxy server 690
publish 707
pubme 724, 1538
purchasing agent 78
q
qualifications 807
queries 1834
query functions 749
queue 306
quick actions 1903
r
rbe 704
reason codes 1295, 1295
recommendations 190, 199, 203, 208, 209, 211, 219, 220, 222, 225, 229, 234, 236, 236, 287, 301,
344, 346, 459, 495, 503, 547, 602, 688, 693, 696, 743, 1208, 1223, 1233, 1243, 1258, 1259, 1276, 1336, 1354
, 1380, 1831, 1834, 1862, 1881, 1882, 1885, 1886, 1891, 1893, 1894, 1895, 1895, 1900, 1926, 1941
reconciliation 1347
reconciling 292

recon id 1318
reference 20, 61, 66, 75, 75, 76, 77, 78, 78, 80, 80, 82, 83, 84, 85, 105, 115, 128
, 155, 162, 164, 166, 172, 179, 190, 199, 203, 203, 208, 209, 211, 216, 217, 219, 220, 222, 225,
229, 234, 234, 236, 236, 239, 242, 242, 243, 244, 245, 246, 246, 247, 251, 253, 254, 260, 271, 277
, 287, 289, 289, 295, 295, 296, 297, 305, 308, 310, 311, 314, 321, 322, 324, 336, 337, 339, 340,
342, 343, 344, 348, 354, 372, 373, 382, 385, 387, 388, 389, 429, 429, 436, 451, 451, 454, 458, 459
, 460, 461, 461, 463, 471, 472, 482, 486, 489, 496, 499, 500, 500, 500, 501, 502, 504, 508, 509,
511, 531, 531, 542, 545, 546, 551, 551, 562, 572, 575, 582, 584, 584, 592, 592, 610, 612, 613, 614
, 615, 616, 617, 621, 622, 630, 635, 642, 643, 662, 667, 669, 685, 688, 690, 690, 705, 709, 742,
743, 744, 745, 746, 746, 746, 748, 748, 748, 749, 749, 751, 760, 762, 764, 765, 779, 780, 786, 786
, 787, 788, 789, 790, 791, 792, 793, 793, 795, 805, 1168, 1170, 1177, 1213, 1215, 1221, 1221, 1223, 1224,
1225, 1228, 1231, 1243, 1244, 1247, 1247, 1250, 1252, 1258, 1259, 1259, 1260, 1262, 1266, 1268, 1269, 1270, 1272,
, 1281, 1281, 1282, 1285, 1287, 1290, 1294, 1295, 1295, 1295, 1296, 1297, 1298, 1299, 1300, 1302, 1302, 1304, 1304
1306, 1311, 1313, 1313, 1317, 1319, 1321, 1333, 1333, 1333, 1349, 1354, 1356, 1360, 1365, 1369, 1371, 1372, 1378,
, 1379, 1379, 1380, 1381, 1382, 1388, 1388, 1392, 1393, 1397, 1401, 1439, 1445, 1456, 1487, 1487, 1488, 1488, 1491
1492, 1494, 1499, 1514, 1531, 1540, 1830, 1831, 1832, 1833, 1833, 1834, 1838, 1839, 1849, 1859, 1859, 1861, 1862,
, 1914, 1920, 1926, 1938, 1941, 1941, 1943, 1944, 1946, 1948, 1948, 1948, 1949, 1949, 1951, 1952, 1952, 1980, 1989
1994, 1994, 1996, 2004, 2007, 2020
regions 398
register bmc remedy itsm 1825
registration 663, 685, 696, 1339
relationships 556, 567, 577, 1333, 1903
relationship types 1290
release91 1178, 1186, 1821
release administrator 76
release calendar 287
release form 791
release management 217, 243
release notes 16, 20, 61, 66
release templates 562, 563, 565, 567, 567, 568, 570
remedy sso 191
remove parent group 1182
remove wait 1354
removing 1146
rename 698
replacing 1878
report 1122
report filters 1122
reporting admin 83
reporting user 83
reports 582, 582, 583, 805, 806, 807, 808, 1090, 1861
report types 859
request entry console 323

requester console 121, 209, 620, 621, 622, 622, 623, 624, 626, 628, 629, 746, 766
requesters 766
request id permissions 1179
request rules 629
requests 731
request types 1294
request wizard 627
required field 1245
required field errors 1980
requirements 287
re run from validate 1354, 1357
resolution categorization 489
resolution settings 578
return on investment 236, 801
reverse proxy 690
reverse proxy server 688
rls 1179
roi 236, 801
roi flashboards 611, 611, 801, 801
roles 609, 610, 766
roll up ticket access 1179
row level 736
row level access 1179
row level security 1178, 1179, 1186
row level security 91 sp2 1192
rpc 693
rpc queue 306
rss feeds 678, 680, 1162, 1171
rsso 191
rsso double authentication 1177
rules 296, 562
s
saas 16
sandbox 292, 294
scalability 256, 257
schedule jobs 1352
search 463, 463, 780, 795, 795, 797, 798, 1332, 1862
section themes 1733
secure connection 1600
security 191, 273, 275, 736

security certificates 331, 332

select tenancy mode 378
sensitivity field 432
server groups 1231, 1233, 1927
server queues 299
service asset lifecycle 78, 168, 170, 337
service calls 1831
service catalog 149, 150
service catalog and request management 149, 340
service catalog manager 84
service context 662, 663, 665, 667, 668, 1159, 1922
service context user 665
service desk 798
service desk analyst 80
service desk optimization 174, 342
service fields 1313, 1313
service level agreements 330, 720, 721, 722, 723
service management process model 1879
service owner 80
service pack 2 16, 20, 70, 146, 375, 378, 414, 421, 423, 542, 557, 562, 568, 570, 578, 1096, 1190
, 1192, 1275, 1306, 1419, 1439, 1444, 1474, 1608, 1611, 1621, 1626, 1825, 1828
service provider 112
service recon id 1318
service request coordinator 84
service request framework 121
service request management 84
service requests 149, 150
service targets 330
settings 1147, 1148
silent 1996
simplified spreadsheets 1419
single company onboarding 1602, 1608
single sign on 191
single tenancy mode 428
site groups 399
sizing 260
sla creator 83
slas 720, 721, 722, 723
slide templates 1113
slide types 1113
slm config 83
slm console and dashboards user 83
slm customer 83

slm manager 83
slm unrestricted manager 83
smart it 97, 97, 288, 742
smart reporting 66, 102, 189, 735, 736, 739, 770, 809, 810, 811, 824, 825, 828, 829, 833, 840,
841, 842, 847, 851, 853, 856, 859, 860, 861, 863, 867, 870, 874, 877, 885, 896, 909, 917, 919, 921
, 926, 930, 935, 937, 939, 946, 946, 947, 947, 947, 948, 949, 949, 950, 952, 952, 953, 954, 955,
955, 956, 956, 957, 958, 958, 959, 959, 960, 961, 964, 976, 978, 981, 984, 985, 987, 990, 992, 993
, 994, 1000, 1004, 1006, 1013, 1015, 1016, 1017, 1018, 1075, 1076, 1090, 1096, 1100, 1107, 1118, 1127, 1130, 1137,
1138, 1138, 1140, 1141, 1142, 1145, 1146, 1147, 1148, 1150, 1151, 1156, 1593, 1595, 1600, 1602, 1605, 1608, 1615,
, 1619, 1621, 1624, 1624, 1625, 1626, 1627, 1627, 1636, 1639, 1640, 1641, 1643, 1645, 1654, 1656, 1665, 1673, 1676
1679, 1683, 1689, 1706, 1772, 1773, 1782, 1784, 1807, 1809, 1810, 1810, 1815, 1816, 1817, 1818, 1820, 1823, 2012
smart reporting administrator 1784
smpm 86, 86, 707, 707, 708, 1176, 1864, 1864, 1865, 1866, 1868, 1869, 1870, 1871, 1872, 1872, 1874, 1876,
1877, 1878, 1878, 1878, 1879, 1879, 1880
soapui 751
social collaboration 669, 676, 680, 1162, 1163
software asset manager 78
solution database form 792
sort order 373
sp1 not to be published 1252
sp2 16, 20, 70, 146, 375, 378, 414, 421, 423, 542, 562, 568, 570, 1096, 1190, 1192, 1608, 1611, 1621
, 1626, 1825, 1828
specialist 76, 80, 82
spoke 112, 352, 685, 688, 699, 1260
spoke server 698
spoke web path 696
spoon client 1408, 1409, 1411, 1411, 1413
spreadsheet 1408, 1409, 1411
spreadsheet columns 1281
spreadsheet management 1259, 1276
spreadsheets 1211, 1247, 1419, 1486
spreadsheets respository 1233
sql 1531
sql statements 1395, 1397, 1401
srd 1546
sso 191
staging form fields 1381
staging form filters 1380
staging forms 1239, 1247, 1247, 1250, 1252, 1379, 1380, 1381, 1382
staging forms dependencies 1382
staging schemas 1280
standalone utility 1624
standard configuration 344, 371

standards 170
states 400
status 1895
status reason 1895
status reasons 1295, 1295, 1296, 1297, 1298, 1299, 1300, 1302
status values 764, 1295, 1296, 1297, 1298, 1299, 1300, 1302
step run sequence 1356
steps 1196, 1239, 1324, 1327, 1333, 1356
steps sequence 1239
storyboard 1107, 1111, 1113, 1118, 1122, 1720, 1722, 1733
storyboard themes 1720, 1722, 1733
submit functions 748
submitter mode 322
subscribe 1171
subscribe dlp events 1825, 1828
subscriptions 1138
summary definitions 627
super admin 1820
support companies 381, 382, 384
support group associations 1317
support groups 128, 251, 357, 393, 402, 403, 405, 410, 411, 503, 559, 570, 1304
supporting system 690
support staff 363, 385, 430, 432, 532, 1317
surveys 302, 628
synchronizing data 703
synchronizing people information 290, 291, 293, 294, 294, 295, 295, 297
system events 496
system messages 1941
system settings 373, 375, 502, 1233
t
table columns 1900
tabs 1211, 1247, 1247, 1250, 1252, 1272, 1304, 1306, 1307, 1309, 1313
target forms 1247, 1247, 1250, 1252
task 132, 290, 290, 291, 292, 292, 293, 293, 294, 294, 298, 299, 300, 300, 301, 302, 302, 302, 303
, 305, 305, 306, 309, 311, 311, 312, 313, 313, 314, 322, 323, 327, 344, 346, 349, 351, 352, 354,
355, 357, 359, 361, 363, 368, 369, 370, 371, 373, 375, 377, 379, 382, 382, 384, 390, 390, 392, 393
, 396, 397, 398, 399, 399, 400, 403, 405, 405, 406, 410, 411, 412, 426, 432, 447, 448, 449, 450,
451, 455, 456, 457, 458, 458, 462, 463, 464, 466, 468, 470, 471, 473, 475, 477, 477, 479, 479, 481
, 481, 482, 483, 484, 484, 485, 486, 491, 492, 502, 506, 509, 533, 533, 536, 537, 538, 539, 542,
547, 552, 554, 555, 556, 557, 557, 559, 560, 563, 565, 566, 567, 567, 568, 570, 573, 574, 574, 575

, 576, 576, 577, 578, 578, 580, 580, 582, 583, 585, 587, 589, 589, 591, 594, 595, 597, 599, 600,
602, 606, 609, 610, 611, 618, 619, 622, 623, 624, 626, 627, 628, 629, 631, 636, 640, 663, 665, 668
, 669, 670, 673, 676, 678, 680, 681, 695, 696, 698, 699, 699, 701, 703, 708, 709, 712, 715, 716,
717, 718, 719, 719, 721, 722, 723, 724, 725, 726, 727, 727, 729, 730, 730, 731, 760, 760, 764, 780
, 783, 795, 797, 798, 800, 801, 802, 806, 807, 808, 1159, 1163, 1164, 1171, 1171, 1172, 1176, 1232, 1233,
1235, 1240, 1275, 1276, 1280, 1280, 1307, 1309, 1320, 1321, 1324, 1327, 1327, 1330, 1331, 1332, 1332, 1332, 1336,
, 1340, 1341, 1342, 1352, 1354, 1356, 1357, 1362, 1364, 1366, 1366, 1369, 1374, 1386, 1387, 1391, 1395, 1408, 1488
1493, 1495, 1495, 1497, 1500, 1509, 1511, 1532, 1534, 1538, 1539, 1539, 1540, 1541, 1542, 1542, 1542, 1546, 1865,
, 1868, 1869, 1871, 1872, 1872, 1874, 1877, 1878, 1878, 1879, 1903, 1911, 1912, 1912, 1913, 1914, 1916, 1917, 1917
1919, 1919, 1922, 1927, 1932, 1933, 1933, 1934, 1940, 1945, 1946
task assignment rules 717, 718, 719, 719
task form 793
task management system 120, 236
task properties 727
tasks 1509, 1511, 1514, 1532, 1538, 1539
task templates 560, 574, 1311
task types 727
technical bulletins 20
template 1500
templates 359, 432, 547, 547, 551, 551, 572, 575, 580, 580, 1306, 1307, 1327, 1330, 1494, 1495, 1495, 1500
, 1538, 1540, 1540, 1541, 1542
template selection rules 562
tenancy mode 379, 428
themes 1720, 1722, 1733
thread manager 1944
thread pools 300
threads 1142
ticket data 1178
ticket data access multi tenancy 378
tickets 384, 385, 386
timeline 1127, 1130
timeline events 1130
timeline feed 1127
time segments 591
time zones 302, 426, 1302
timing reasons 1295
tms 120
tooltips 1895
trailing space 1275
transactional change 1296
transactional ci 1295
transactional contract 1298
transactional data 1178, 1209

transactional data mapping 1252

transactional incident 1300
transactional problem 1299
transactional release 1297
transactional staging forms 1382
transactional task 1302
transfer 636
transformations 1196, 1336
translation 1773
troubleshooting 1920, 1922, 1926, 1927, 1931, 1932, 1941, 1941, 1943, 1944, 1945, 1946, 1948, 1948, 1948, 1949,
1949, 1994, 1994, 1996, 1999, 2001, 2002, 2006
twitter 676, 680, 681, 1162, 1171
u
udm 1196, 1201, 1208, 1270, 1275, 1408, 1419, 1444, 1463, 1474, 1486
udm configuration recommendations 1244
udm user scenarios 1223
unblocking 1146
unified data management 1196
uninstall 288
uninstallation log 2004
uninstalling 288
union 1906, 1909, 1909, 1911, 1912, 1912, 1913, 1914, 1914, 1916, 1917, 1917, 1919, 1919
union field 1909
unreconciled records 1932
unrestricted access 1178, 1179
update staging 1357
updating 1877
updating data 1211
upgrading 132, 742
use case 189
use cases 155, 162, 164, 166, 172, 179
user access 622, 623, 624
user creation filter criteria 1615
user interfaces 760, 780, 1215, 1849, 1886
user onboarding 1595, 1602, 1605, 1608, 1615, 1617, 1619, 1625
user profile 1148
user roles 75, 76, 76, 77, 78, 78, 80, 80, 82, 83, 84, 85
user scenarios 1223, 1224, 1225, 1228
user sync 1818, 2006
using 809

v
validate step 1342, 1343, 1345
validation 1943, 1944
value paths 149, 158, 168, 174
variables registration 1340
vendor companies 382, 382
vendor company access 382
verify 1625
version 1877
version 9 1 00 66, 229, 246, 1211, 1617, 1619, 1624, 1625, 1782
version number 1877
versions 479
video 750, 1795
videos 102, 859, 1100, 1595, 1809
view 1141, 1795
view data 1354
viewing 1146
views 608, 609, 610, 1849
vip field 432
virtualization administrators 606, 606
vsd to gif 1868
w
webinar 1196
web path 300, 696
web reports 805
web services 324, 602, 662, 663, 742, 744, 746, 751
whats new 91 data access 1186
workarounds 20
workflow 1387, 1862, 1885, 1895
work info 239, 449, 804
work information 745
work instructions 1864, 1867
work logs 1904
work order assignee 84
work order form 793
work order manager 84
wsdl descriptions 751

x
xpdl files 1497
z
zip file 2001, 2002

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BMC Software Confidential. BladeLogic Confidential.

BMC Remedy IT Service

Date: 30-Nov-2016 05:07

BMC Remedy IT Service Management Suite 9.1 Page 2 of 2047

BMC Remedy IT Service Management Suite 9.1 Page 3 of 2047

Functional roles and extended application access . . . . . . . . . . . . . . . . . . . 251

BMC Remedy IT Service Management Suite 9.1 Page 4 of 2047

BMC Remedy IT Service Management Suite 9.1 Page 5 of 2047

Managing task OLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 714

BMC Remedy IT Service Management Suite 9.1 Page 6 of 2047

BMC Remedy IT Service Management Suite 9.1 Page 7 of 2047

Global search indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 786

BMC Remedy IT Service Management Suite 9.1 Page 8 of 2047

BMC Remedy IT Service Management Suite 9.1 Page 9 of 2047

Introduction to the Data Management component . . . . . . . . . . . . . . . . . . 1197

BMC Remedy IT Service Management Suite 9.1 Page 10 of 2047

BMC Remedy IT Service Management Suite 9.1 Page 11 of 2047

Map operational categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1829

BMC Remedy IT Service Management Suite 9.1 Page 12 of 2047

Administration change guidelines for BMC Remedy OnDemand and BMC

BMC Remedy IT Service Management Suite 9.1 Page 13 of 2047

Troubleshooting data loads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1941

BMC Remedy IT Service Management Suite 9.1 Page 14 of 2047

Additional resources from BMC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2012

BMC Remedy IT Service Management Suite 9.1 Page 15 of 2047

Getting started (see page 74)

Planning (see page 190)

Using BMC Remedy Smart Reporting (see page 809)

Release notes and notices

BMC Remedy IT Service Management Suite 9.1 Page 16 of 2047

Classic view no longer supported in BMC Remedy ITSM

To stay informed of changes to this space, place a watch on this page.

Known and corrected issues (see page 20)

BMC Remedy Asset Management 9.1 release notes

BMC Change Management 9.1 release notes

BMC Service Desk 9.1 release notes

BMC Knowledge Management 9.1 release notes

BMC Atrium Core 9.1 Release notes and notices

BMC Service Request Management 9.1 Release notes and notices

BMC Service Level Management 9.1 Release notes and notices

Date Title Summary

BMC Remedy IT Service Management Suite 9.1 Page 17 of 2047

Date Title Summary

December 9.1.02: Service Pack Enhancements in this release:

December 1.5.01 enhancements Enhancements available in this release are:

June 23, 9.1.01: Service Pack Enhancements in this release:

June 23, 1.5.00 enhancements Smart IT 1.5 introduces several enhancements:

BMC Remedy IT Service Management Suite 9.1 Page 18 of 2047

Date Title Summary

February 1.4.00 enhancements Smart IT 1.4 introduces several enhancements:

December Version 9.1.00 (see Enhancements available in this release:

BMC Remedy IT Service Management Suite 9.1 Page 19 of 2047

Date Title Summary

December Service Pack 1 for Enhancements available in this release:

Known and corrected issues

Version numbers are given in the format MajorRelease.MinorRelease.ServicePack.

The following topics are discussed:

BMC Remedy IT Service Management Suite 9.1 Page 20 of 2047

Where to find more information