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BMC Helix

2 Posts authored by: Manny Ramirez

ODBC Connectivity

Posted by Manny Ramirez Mar 29, 2017

Refer to my video blog BMC Remedy OnDemand Communities Blog - ODBC Connectivity on Vimeo


ODBC, Open Database Connectivity, is an open standard method of accessing data. The data to be accessed needs an interpreter (driver), which understands the format of the stored data, and a connection manager that determines how the connection needs to be made.  All this information is stored in a so-called Data Source Name (DSN).


The purpose of a Data Source is to gather all the technical information needed to access the data into a single place and make the data access transparent to the user. Some customers like to use their own On-premise server to gather the data for their own reporting purposes. Note, BMC provides read-only ODBC access to the production database. This type of access requires implementation of the BMC Client Gateway as a prerequisite or the classic VPN tunnel if already configured.


Many companies use a firewall system to isolate their networks from unauthorized access from the Internet. A firewall can be used to restrict access to your network by forwarding only requests targeted at specific TCP/IP addresses in the local network. Requests for all other network addresses are blocked by the firewall. You can allow Internet applications to access an instance of the SQL Server Database Engine in the local network by configuring the firewall to forward network requests that specify the network address of the instance of the Database Engine. To work with a firewall, the instance of the Database Engine must listen on the network address that the firewall is configured to forward. A TCP/IP network address for SQL Server Database Engine consists of two parts: an IP address associated with one or more network cards in a computer, and a TCP port address specific to an instance of SQL Server. Default instances of the Database Engine use TCP port 1433 by default.


The diagram shows a good overview on the VPN tunnel configuration


Remedy OnDemand process to consider when submitting an ODBC connectivity request

  • Create a work order to request ODBC connectivity via,
      • All requests are submitted via a ticket through the portal using the 'Request Something Else' option.
    • ODBC form can be attached to the work order.
  • DBA creates read-only credentials for the customer, this is information is shared with the customer.
    • Any further info required customer can provide feedback to the DBA via the work order.
  • For Client Gateway & VPN tunnel configurations, the work order is transferred to the server team and network teams to complete
    • A meeting can be initiated by the server team and network teams if required to help further information if required
    • The network team will submit a CR for the customer IP address to be added to the BMC firewall including port. The customer will need to submit their own CR to add Remedy AR DB server IP
  • The BMC server team and network team will work with the customer to ensure a successful connection is in place.
  • The BMC team can include the DBA team to assist with any DSN issues if encountered during testing and validating DSN connectivity

Smart Reporting for customers has been an extremely useful and powerful reporting tool. With its easy-to-use report writer for non-technical users, and drag-and-drop simplicity for formatting and data selection, this has seen customers adopt the tool widely. To help continue with the Smart Reporting adoption, finding Remedy fields names in Smart Reporting has become an extremely challenging task, and with the introduction of the field mapping guide creating reports will become easier to find the required field labels and names. With the assistance of the R&D team, a Smart Reporting field mapping guide was created.


The field mapping guide covers the following modules

  • Incident Management
  • Asset Management
  • Change Management
  • Configuration Management
  • Knowledge Management
  • Known Error Management
  • Problem Management
  • Release Management
  • Service Level Management
  • Service Request Management
  • Task Management
  • Work Orders

*** Refer to the TABS in the spreadsheet it makes reference to each module as highlighted above***


Example customer use case how the field mapping guide can help.


In our example, AST:ComputerSystem in Remedy Asset Management the form field name is “Site” and field label is “Site Group”. The customer can now use the guide to highlight the fields that correspond in Remedy with Smart Reporting i.e. column name is “Site” and field name is “Site” in this case.


Remedy – Asset Management

Smart Reporting


For help on adding additional fields refer to the video.

BMC Remedy Smart Reporting: Adding additional fields to enhance existing out-of-the-box views - YouTube

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