Connect with Remedy – Keys to a Successful Transition to Smart Reporting Webinar Q&A

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    Presentation References

     

     

    Past Smart Reporting Webinars

     

     

    Youtube Videos

    https://www.youtube.com/playlist?list=PLibAMtD70sYGawT95OT5_VhrJ8i5C-HOD

     

    BMC Communities Smart Reporting Group

    https://communities.bmc.com/groups/get-started-with-smart-reporting

     

     

    Q&A

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    Q: Will the Virtual Agent change/Simplify the way you can add question/response and build out the Artificial intelligence like it was intended to be used?

     

    A: BMC has a new application called "Helix Chatbot" that uses IBM Watson for AI. Watson includes a conversation designer tool. This is a separate product from VirtualChat (formerly VirtualAgent).

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    Q: Can we connect smart reporting to multiple data sources if they both are Remedy ITSM? 

     

    A: If they are both Remedy ITSM, you can.  You can onboard customers (and create client org on SR) only in regular or only in MSP mode. Each Remedy system will need to be onboarded as a single entity (as an MSP or as a client org in regular mode).

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    Q: We have a replicated copy of our Production DB for reporting.  So, if we wanted to have that as a data connection we would need a separate server? We have this as some users need to run very large reports.

     

    A: Yes, you'd need a AR server pointing to DB and you can connect to that AR server ‑

    https://docs.bmc.com/docs/brid/1805/planning-bmc-remedy-smart-reporting-deployment-805357698.html

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    Q: Connection and New Data Source Errors

     

    A: Smart Reporting licensed to create one data source per client org, you cannot add multiple data sources

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    Q: We would like to know the move from BIRT Reporting to Smart Reporting. Are there any options to Import the Existing Reports?

     

    A: No. There is no migration tool for moving from BIRT reporting to Smart Reporting and you will need to recreate existing BIRT reports in Smart Reporting.

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    Q: Is tried for connecting and Tried to Initiate New Data Source which fails with Error

     

    A: You can connect to multiple AR systems. Smart Reporting (and hence OEM product Yellowfin) is licensed only for ITSM apps.

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    Q: Is there any documentation, apart from https://docs.bmc.com/docs/itsm91/report-builder-create-step-608490771.html

     

    A: Your data Must be in an AR Database, to create a report you need first to create a view: https://www.youtube.com/watch?v=Hi5ohlv123o

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    Q: I tried following this Doc but could not connect successfully

     

    A: Your data Must be in an AR Database, to create a report you need first to create a view: https://www.youtube.com/watch?v=Hi5ohlv123o

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    Q: Is adding days to any date field available in SR?

     

    A: Yes, it can be achieved using JDBC functions

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    Q: Smart Reporting is a replacement for BMC Dashboards?

     

    A: For Remedy ITSM data, Smart Reporting can be used as replacement. It has far more capabilities as compared to older BSM Dashboard product. However, BSM for Dashboard also allowed users to connect to data sources other than Remedy ITSM where as Smart Reporting is in-app reporting for Remedy ITSM alone.

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    Q: Can you point me to the function that you are referring to please?

     

    A: e.g. First Day of Month Function on Submit Date + Use Dynamic dates to add custom days

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    Q: Is auto-refresh supported on SR dashboards?

     

    A: Yes, dashboard auto refresh is available. You can set auto refresh frequency at while designing a dashboard.

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    Q: Is it possible to access SR directly (not through navigating from Smart IT or mid-tier)?

     

    A: Yes, from Remedy 18.05 release, we have introduced direct access to Smart reporting URL for the same  http://<MTServerName>:<Port>/arsys/smartreporting

     

    See additional documentation here - https://docs.bmc.com/docs/itsm1805/accessing-bmc-remedy-smart-reporting-804709840.html

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    Q: Is there any way so that users can remain logged in without any time limit (similarly to BMC Dashboards)?

     

    A: No. Smart Reporting is a web application and has idle timeout with default value set to 90 mins.

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    Q: That’s great! but I'm seeing these options only as report filters but not actual report field.  For instance, I'm looking to have a field in my report which displays Actual End Date + 7 days.  Is this possible?

     

    A: You can create calculated field e.g. Actual End Date + 7 Days

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    Q: Smart Reporting end-users should mandatorily be also ITSM and/or Smart IT users?

     

    A: Yes. Smart Reporting is licensed to Remedy ITSM users with Fixed and Floating license entitlement.

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    Q: There is no facility to insert free text fields (like a table heading or some other free text) in Smart Reporting, but was available in Analytics - can this be added in a future release?

     

    A: it is possible to add free text in the visualization. It can be leveraged in report canvas, called widget. You can add free text like titles as well you can add images icons and shapes. You need multiple charts to enable report canvas for any reports.

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    Q: Is possible to create a report with data in header, some text to user, signature and footer? Just a simple printout / for example something like an Incident report created in Birt and Report form.

     

    A: Headers and footers can be added. It has some predefined fields like date, page number etc. Please be aware that these gets included in report when exported to certain formats and not when viewing through Smart Reporting application interface.

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    Q: On 18.05 release, Mobile SR app (iOS/Android) works independently from Mobile Smart IT app?

     

    A: No. While Smart Reporting mobile app needs to be installed separately, it has pre-requisite to have Smart IT mobile app. This is needed for user authentication.

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    Q: Can we please have a capability to place a report over a windows file share? currently on FTP is possible.

     

    A: Currently Smart Reporting doesn't allow SMB share. Something we are tracking as future enhancement. Please vote Idea here - https://communities.bmc.com/ideas/17939

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    Q: We want to have a line chart with dates along the X axis. The charting only lets you chart my Day, week, month etc. We want the X axis to have more granularity - like by minute

     

    A: if the Field assigned at x axis has timestamp the it can go granular as Milliseconds. Axis in charts just represent raw data from query.

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    Q: We have several Free-hand ORACLE SQL reports we use in SAP BMC Analytics - can BMC Support assist us in recreating these reports in Smart Reporting if we have full continuous maintenance support contracts?

     

    A: Smart Reporting doesn't support freehand SQL. Also, as you may know, there is no migration tool for Analytics to SR. BMC can help via consulting engagement (Professional Services paid engagement).

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    Q: I'm right now looking to options in my calculated field in 7.3 version and I'm not seeing any option to add days to date field. (E.g.: Actual end Date + 7days) Are you referring to using freehand SQL?

     

    A: We can have Current Date + 7 days. But it can't be used on report fields.

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    Q: How are the URL's configured.  We are having 2 issues.  1.  When reports are emailed to users the URL to the report is incorrect.  2.  When Drill down is enable in the report users are getting errors when they try to drill down.

     

    A: Yes, you have to run enable report sharing Utility from admin console to have correct URL in Email

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    Q: Is it restricted with SQL as DB?

     

    A: Both Oracle and SQL are supported

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    Q: Co-display multi-tabbed reports don't get exported with the sub-tab currently. Is this taken care in 18.05? I haven't tested it but I thought I saw something in the Export option. Can you please confirm?

     

    A: Yes, its supported now. Tabbed co-display reports can be exported in excel as different sheets; it has been added in Remedy 18.05 Release

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    Q: We are implementing a topology where 2 SR servers communicate to the Front-ARS Load Balancer. Is that architecture recommended for 50-80 end-users?

     

    A: Yes. It will also help in achieving the high availability for smart reporting.  more details can be found on https://docs.bmc.com/docs/brid91/en/hardware-requirements-610402530.html

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    Q: Why are you saying Smart Reporting doesn't support Freehand SQL, while there is such an option while creating a calculated field and I have used it for some simple operations like DATEADD() etc. is this something which will be taken away in future?

     

    A: This feature has been disabled in our current release as this had very limited capabilities. We don’t plan to support freehand SQL for Smart Reporting; instead we are adding multiple functions to AR JDBC.

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    Q: Is there a facility to store the filter conditions used to run a report, so that the user doesn't have to enter those conditions again and again? This was there in Analytics.

     

    A: There are two options available,

    1. You can set default filter values for user prompt filters, it will populate filters with values provide when user open a report
    2. You can use filter option called as Remember last filter values it will preserve filter values applied at last run

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    Q: We are having issues with "Status" in 2 different forms.  Work orders with associated Tasks. Wanted to show both the status of the WO and the Task. WO Status worked but when we added the Task status the WO status went blank.

     

    A: This is defect and Hotfix is available to use both the status in same report. #SW00544969

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    Q: On Linux (RHEL) we want to install SR on a different directory. Should we have access to /etc directory? Do we need directory /opt/bmc and, if yes, what is stored on it?

     

    A: Yes, we need permission to access /etc directory, /opt/bmc is the default installation directory we can change it.

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    Q: What will happen to the reports which we have created using Freehand SQL after the release where this feature has been disabled? Will they continue to work OK? or any re-work required?

     

    A: They will still function as it is. Though we don’t recommend or support use of Freehand SQL for Smart Reporting.

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    Q: If we embed a report in SharePoint how is the user validated when accessing the smart report?

     

    A: Embedding is integrating a JavaScript code inside the HTML code. However, you need to provide some mandatory parameters including User credentials etc. The process has been documented in documentation here - https://docs.bmc.com/docs/itsm91/embedding-report-content-in-external-pages-721199133.html

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    Q: Are there plans to add freehand SQL in future releases?  This is really needed for us to convert over from our existing reporting solution.

     

    A: At this time, we don't have any plans to support freehand SQL for Smart Reporting.

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    Q: Have the date functions been corrected in 18.05 to correctly handle the user's time zone and return the date part based on the correct time zone?

     

    A: No, enhancement is under discussion for upcoming release.

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    Q: In the Broadcast options, why there isn't an option to "Run now". It’s not easy currently to make the report run immediately and only once. Thoughts?

     

    A: Once the Broadcast is scheduled, you may go to Schedule management and click on Run now.  You can use sharing report via email to send report only once.

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    Q: That’s right, only after it is scheduled, run now is an option - what I am asking is a simple Run now, just once, without the need of any recurring schedule

     

    A: in place of creating broadcast, use share option from the reporting console

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    Q: Why can't we use a Calculated Field inside a Calculated Field at the View level - it works at Report level only - due to this we have had to re-create a lot of calculated fields at the report level multiple times

     

    A: It has been added in recent Smart Reporting version 18.05.

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    Q: Can you offboard a customer without losing the reports that they have created?

     

    A: Offboarding will Delete all references belongs to client org. You can take a backup of existing reports.

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    Q: Do we need the /opt/bmc directory for the SR installation or not?

     

    A: By default, on install panel dir populates as /opt/bmc. However, user can change the install directory.

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    Q: Related to Admin Insight, is it coming in 18.05 that an Admin of Smart Reporting can see/manage Private reports (for example, long running private reports)?

     

    A: Admins don't have permissions to see\ edit\delete all private reports

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    Q: When we set up our server we onboarded CustomerA and imported users, then onboarded CustomerB and imported content.  They are both the same Customer and we would like to offboard CustomerB without losing data.

     

    A: Offboarding will remove all references and contents related to this selected client org, Bes possible way for you is to take XML backup of contents and import it into CustomerB

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    Q: As of Version 7.3 - SR losses control over Excel when exported. (Like. width of columns, alignment and other)... Is this fixed in new releases?

     

    A: Some of the enhancements has been added in 1805 releases in Exporter functionality, But when it comes to excel format most of the formatting in report will be overwritten by Microsoft

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    Q: For multi-tenancy systems, what is the best practice for the regular Admin user account required for onboarding each company? So far it seems we have to either create a separate account for each company or change the company of one account multiple times.

     

    A: Smart Reporting supports two onboarding methods, Regular and MSP, Regular is for One SR tenant per AR system and MSP is more of one SR client per ITSM Company, So MSP is the one should be the appropriate choice

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    Q: Do we have simplified solution to move reports from BO to Smart reporting?

     

    A: No, these reports needs to be recreated.

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    Q: Is it in the roadmap to change that so Admins can effectively manage the system?

     

    A: This has been in product roadmap and RFE is already in place, it will be available in upcoming release.

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