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BMC Helix

8 Posts authored by: Tamzin Morphy Employee
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Smart Reporting provides powerful options which allow you to format report records depending on the presence of certain conditions. For example, you can highlight a record if a due date is past.


In this blog I will show how you can create a simple traffic light or red, amber, green (RAG) report, which will highlight incidents that are past SLA in red, those that are close to their SLA resolution date in orange and those with plenty of time left in green.


First create your report, in this example I have created a simple incident report.


I want to use a traffic light system to highlight incidents that are close to or past their Required Resolution Date.

Change the background cell colour based on resolution due date

Click on Conditional Formatting:


Select Required Resolution Date then set up three alerts, making sure that Dynamic Date is selected.


The rules are:

- If Required Resolution Date is Less than or equal to Current date - cell colour Red

- If Required Resolution Date is Between Current date + 1 and Current date + 4 - cell colour Orange

- If Required Resolution Date is Greater than or equal to Current date + 5 days - cell colour Green


Below are some screenshots of the results (Current date was 12 February 2019).



A common format in RAG reports is to use an icon. You can also achieve this through conditional formatting.


Create a traffic light icon field based on resolution due date

Add another column to your report. I have added another Required Resolution Date column/field and I have renamed it 'RAG'.


Under Conditional Formatting select Icon in the Style drop down menu.


The Icon Set menu will appear. Select Traffic Lights. Set up your alerts in a similar way as the screenshot below:


Here is the resulting report.


Share This: includes a useful tool to help you manage your RaaS change requests. The Change Calendar shows all scheduled changes by assigned group and change status as well as changes for the past 90-day period. The calendar shows both your changes (for example, code promotions) and BMC-initiated (for example, maintenance activities) changes.


Accessing the Change Calendar

Login to Scroll down to Other services and click on Change calendar
The calendar can be viewed by:

  • Year
  • Month
  • Week
  • Day
  • List (a list view of changes)

The calendar can be filtered by Assigned Group and Change Status.

Assigned Group

  • DBA
  • Infosec
  • ITSM Applications

Change Status

  • Closed
  • Completed
  • Implementation in Progress
  • Scheduled for Approval


Viewing upcoming changes

The Year, Month, Week and Day tabs allow you to view upcoming changes over different time periods.


To view ALL upcoming changes select the List tab.  Click the filter option All Events and tick Upcoming events. You can drill down further using the Assigned Group and Change Status filters.
Selecting All events will include all past changes for the last 90 days.


Viewing completed or closed changes

To check whether a change has been completed simply filter by Change Status and Completed. For closed changes (not necessarily completed) tick the Closed option.


Searching for changes

To the right of the tabs is a search box. To find a specific change request enter the reference number in the search box. You can also search by keyword.



Viewing the details of a particular change

In the calendar view you can view the details of each change by clicking on the change request reference.  This will show a pop-up box with more details including a link to view the full change request record.


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In SmartIT inline styles can be used to apply css to tables and images. This can be useful when you need to tweak how an image or table appears in a specific article. For example, you might want to make an image stand out by adding shadow or highlight alternate rows in a table to add interest.


How to apply inline styles to images

Add an image by clicking the image icon.

Select the Advanced tab in the Image Properties dialog box.

If you have added width and height in Image Info the parameters will appear in the Style field. Simply add additional styles here, for example to add a shadow to an image enter

box-shadow: 10px 10px grey;


Useful image styles

Rounded image corners

Use border-radius. For example:

border-radius: 8px; - rounded corners

border-radius: 50px; - circled image


Responsive images

Responsive images will automatically adjust to fit the size of the screen.

max-width: 100%; height: auto;


For more on styling images see CSS Styling Images

How to apply inline styles to tables


Add a new table or right click an existing table. Select the Advanced tab in the table properties dialog box to see the Style field.

For tables you may find that built in table classes provide the effect you need. For example to make alternate rows shaded enter table-striped in the stylesheet classes field.

Other classes you might find useful are below:

.tableApplies basic styling to tables.
.table-borderedApplies borders on all sides of the table and cells.
.table-hoverAdds a hover effect with a grey background on table rows.
.table-condensedCuts cell padding in half to make the table more compact.
.table-responsiveCreates a responsive table. The table will then scroll horizontally on small devices (under 768px)


Read more on bootstrap tables.

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If you run very large reports and export them to excel you may see an error similar to this one.


ERROR (XlsExporter:A) - java.lang.IllegalArgumentException: Invalid row number (65536) outside allowable range (0..65535) java.lang.IllegalArgumentException:

Invalid row number (65536) outside allowable range (0..65535)


This simply means that your report is hitting excel's row limit of 65,536 rows. This limit applies to .xls files.


To handle this you can export to .csv or use .xlsx (XML spreadsheet file format) which supports up to 1,048,576 rows. Remedy OnDemand version 9.1 SP3 upwards integrates natively with .xlsx.

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Adding "Nofollow" to a link provides a way to tell search engines "Don't follow links on this page" or "Don't follow this specific link."


Follow these simple instructions to tell search engines not to follow specific links in a SmartIT knowledge article.


  1. Click the link icon to add the link.
  2. Enter the link URL (webpage address)
  3. Select the tab titled 'Advanced'
  4. In the field titled 'Relationship' enter 'nofollow'.




This will add rel="nofollow" to the html for example "<a href=" " rel="nofollow">User manual</a>

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If you find that attachments in Remedy OnDemand are showing as winmail.dat it is likely to be caused by a known issue with the way that Outlook works with internet email.


As Slipstick Systems explain Outlook uses a proprietary email format that only Outlook, Exchange and a few other clients can decipher. When the recipient doesn’t use Outlook they can get a plain text email message and an attachment named winmail.dat that they are not able to open. See Outlook is Sending Winmail.dat Attachments for more information.


Thankfully, settings can be configured on the Exchange Server so that messages in RTF are not sent see Configure Exchange Server to send RTF messages in HTML format or run an internet search for 'disable RTF to Internet addresses on Exchange Server'.


Outlook users can configure Outlook to convert messages in Rich Text Format to HTML. In Outlook 2013 you can find this in Options > Mail > Message Format.

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When creating longer knowledge articles it can be useful to create internal links to other sections within a particular article. This short guide describes how to use this useful feature in the SmartIT knowledge editor.


How to create a link to another section in the same article



1. Place your cursor at the section that you want to link to. Click the anchor icon (flag symbol) and give the anchor a name.



2. Next select the text or content that will be clicked for example: Read more..


3. Click the link icon (chain link symbol). Under Link Info select Link to anchor in the text in the Link Type dropdown.


4. Select the anchor you just named by Name or Element ID.


5. Submit the changes and test the link.

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Whether you are just starting out with Remedy OnDemand or you are an experienced administrator, there are some pieces of information that you will find useful to have close to hand for administration, project work, upgrades and for working with Remedy OnDemand Operations.


I have listed the 10 key pieces of information that it is worth making a note of for troubleshooting, testing and upgrading Remedy OnDemand.


  1. Customers are responsible for the management of any customisation to their Remedy OnDemand instance (BMC Remedy OnDemand Customisation Policy). Keep a list of your customizations with a brief description of the change made and why. Note down the contact details of the person who did the customisation. Some examples are customizations made to:
    • Form changes e.g. new fields
    • Indexes
    • Labelling
    • Login/logout pages
    • Redirects (custom hyperlinks)
    • Tables
    • Workflow
    • This isn't an exhaustive list essentially a customisation is anything that you modified using BMC Remedy Developer Studio
  2. A list of any custom reports that you have created or reports that you have customized. This will be useful when you come to upgrade and for testing change.
  3. A list of your integrations with a brief description of the integration, with endpoints and contact details for the people who completed the integration.
  4. Configuration, Customisation and Integration documentation – if you worked with a third party to configure Remedy OnDemand they should provide you with this documentation. For complex customizations & integrations you will have design documentation which should be stored safely for future troubleshooting and testing
  5. Any test cases that you have used for your user acceptance testing. For example test cases for your customizations, integrations onboarding, or previous upgrades. You will likely be able to re-use them and you will need them for testing changes.
  6. Details of your SSL certificates including expiry dates for example email, LDAP and any integrations.
  7. Test logins for example for SAML and integrations.
  8. Location or steps to generate test data if applicable. Certain customers are not be able to use production data for testing for data security purposes.
  9. Browsers used and versions. This can be very helpful for troubleshooting.
  10. Any specific IP addresses that are being used for example for integrations.

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