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Smart Reporting is the new and modern tool set supplied free to new Remedy OnDemand and Remedy 9 OnPremise customers for reporting on data in their Remedy ISTM database. Customer that upgrade to Remedy 9 are also provided with Smart Reporting free of charge. Smart Reporting has a lot of new and modern functionality that has been requested by our customers for a long time. It comes with a lot of pre-defined reports that can be used right away as is.


Many customers have however developed their own specialized reports in the older Analytics Reporting Solution based on the SAP Business Objects tool set. In this blog I will give one example of how to migrate one of the Incident reports supplied with the old Analytics toolset into a Smart Reporting report.


If this is well received I intend to add a couple more blogs covering other types of reports, please provide comments at the end of this blog to let me know of you what you appreciated in this blog and if you want  to see more like this.


It is assumed the reader has a basic understanding of Analytics/Business Objects and SmartReporting, as well as understanding of how data is stored in the ITSM database.


BMC Analytics for BSM ships with a set of ITSM reports: For this example we will use I01 - Number of Incidents by Status

Within the old Analytics toolset BMC supplied a number of reports such as the I01- Number of Incidents by Status

Ana Incident reports.PNG



The I01 Report has a details tab listing incidents in sections by status:

ana I01 Detail tab.PNG


It also has a summary tab with a bar-chart, how to migrate the graph report will be shared in a separate part2 in a series of blogs.

ana I01 Graph.PNG



1) Lets Analyze the data need for the I01 details tab


1.1 Columns

The columns displayed on the details tab of I01 are:

  • Incident ID
  • Incident Summary
  • Impact
  • Assigned Group
  • Incident Reported Date Time


1.2 Sections

Grouped in Sections by Statusana I01 Columns.PNG

1.3 Drill-Down

There is also a drill-down capability by Assigned Group, so you can drill-down to see which individual is assigned to the Incident.

1.3 Analytics Query Panel

In case you need to know more details about what data is retrieved to to produce the report, you can open up the query panel, which will also show you what filtering is appliedana I01 query Panel.PNG

1.5 Filters

The filters applied are based on:

  • Incident Reported Date Time
  • Customer Company Name


1.6 Analytics SQL-script

You can even go as far as to review the SQL-script that Analytics uses to query the Remedy Database:

This might be needed to understand if there are joins between tables included in the queries and from which forms the data is retrieved.


ana I01 query script viewer.PNG


2) Lets review if the data required is available within an existing view in Smart Reporting


2.1 Login to Smart Reporting and make sure you have at least  the Writer Role to give you the permission to create reports

If there is no Create Menu displayed you do not have the Report Writer role and need to ask your Smart Reporting access rights administrator to grant you the right permissions.



2.2 Select Create Report and look for a suitable view

In this case we are going to report on incidents so the most obvious view to start reviewing is the one called Incident Management that is shipped OOTB with Smart Reporting. You can also see that there is a Incident Management(Copy) view, which means someone has copied the OOTB view and saved a copy of it, likely to add fields or joins to it.

sr create report.PNG


2.3 Review the details of the Incident View to understand if it contains the data you need for your report

The view details link will list all the field included in the view, allowing you to understand if the data you need is available within the view you selected. If you miss some data, you either need to look for another existing view or create a new view that contains the required data (how to create a new view is out of scope of this blog).

SR View info.PNG


3) Create the details TAB and add Columns in Smart Reporting


3.1 Lets create the I01 Details tab in Smart Reporting based on the OOTB Incident Management View

Click on the "greenish" link Incident Management to create the new report retrieving data through the Incident Management View.

It will bring up the Smart Reporting Drag and Drop Builder tool with all the Incident Management View fields grouped by category on the left. The category indicates from which form in Remedy the data is retrieved. If you need help to understand exactly from where the data is retrieved this Filed Mapping guide is a good starting point: Remedy to Smart Reporting field mapping guide


sr drag and drop builder.PNG


3.2 Find the required fields and drag them over to the report pane, or drop them in the columns field

SR Drag and Drop fields.PNG



4) Add Sections Based on the Incident Status filed


4.1  Once all columns are dragged onto the report, you can see how it looks and get a preview of the data returned

We now need to add sections and therefore drag the status field into the Sections

sr Drag Status to Section.PNG



5) Add filters to the report


5.1  We can now see the Status section has  been added in the report preview and we can drag the Reported date and Company fields into the Filters area


sr drag filter.PNG


6) Review the report design


6.1 The basic design of the Detailed TAB of the I01 Report is now completed. Please review that Columns, Sections, Filters and Drill-down is correctly set after which Output can be selected to see the final results.

sr I01 data completed.PNG



7) Preview final output


7.1 After the Reported Date and Company filters have been filled in we can see how the final report will look.

sr detailed tab Output.PNG


8) Test the drilldown capability


8.1 If we click on one of the blue links in the Assigned Group Column, we will drill-down to see who is assigned to which incident


sr I01 output drill-down.PNG


9) Save the report


9.1 After comparing the data in our new report with the data retrieved through the I01 Analytics report we are now ready to save the report


sr output save I01 .PNG


The Migration of the Detailed tab of the I01 report from old Analytics to new Smart Reporting is now complete and we can start with the Summary Tab.


That will however be described in a separate Part 2 in this series of blogs describing how to migrate reports from Analytics to Smart Reporting.



Smart Reporting ships with a report called: Incident Analysis by Support Hierarchy

A report that can serve the same purpose as I01 is available within Smart Reporting OOTB (Out Of The Box) within the Incident Dashboard called "Incident Analysis by Support Hierarchy"

SR Incident Dashboard.PNG


So before migrating an old report from Analytics, go and review what is already available within Smart Reporting to see if it serves the same purpose you have a report for in Analytics, before you spend the time to migrate the report over.

The Smart Reporting Reports are in general more extensive and have more interactivity in them based on all the cool features built into Smart Reporting. You also have the social capabilities to share and collaborate with others on the reports available . Check out the online documentation here: Using BMC Remedy Smart Reporting - BMC Remedy IT Service Management Suite 9.1 - BMC Documentation

and the +80 video tutorials on You Tube here: BMC Remedy Smart Reporting - YouTube



Action for YOU: Test this out in your own Smart Reporting environment and let me know how it works and if this blog is helpful.

Also let me know  if you want to see more blogs describing how to migrate other types of reports.

Please use the comment field to provide your feedback.



Also: As you start migrating your own reports, please create a blog and share your experiences and tips & tricks, so others can benefit from what you have learned and achieved.



The specified item was not found. Remedy ITSM BSM Dashboards and Analytics Tricks and recomendations to migrate reports to Smart Reporting Analytics OnDemand V 8.1 - Using Smart Reportingwith with custom report (BI/BO)