Incident Number Hyperlink Is Not Working In The Reports Exported From Smart Reporting

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy IT Service Management Suite


    COMPONENT:

    ITSM In-App Reporting 9.1.00


    APPLIES TO:

    Smart Reporting 9.1



    PROBLEM:

     

       
    • Export a report from SmartReporting in Word format.
    •  
    • Now, when we click on Incident number its redirected to below URL & not able to see Incident in remedy :- 
       URL:
    file:///C:/onboarding/router.jsp?midtierUrl=http:\\ARSERVER-HOSTNAME\arsys\forms\itsm-qa\SHR:LandingConsole\Default+Administrator+View\?mode=search&F304255500=HPD:Help%20Desk&F1000000076=FormOpenNoAppList&F303647600=SearchTicketWithQual&F304255610=%271000000161%27=%22INC0000XXXXXXXX%22&smartitUrl=http:\\SMARTIT-HOSTNAME\ux\smart-it\#/search/INC0000XXXXXXXX/   
       
    • Exporting report in below available formats still doesn't make the hyperlinks to work:
      
      .RTF,.CSV. XLS, .PDF. Word 

     


    CAUSE:

    For the Field 'Incident Number Hyperlink' if the 'URL Type' is set to 'Remote' under the 'Column Format Settings' then it doesn't append server name resulting in failure. 


    SOLUTION:

    - Run the report with Hyperlink field. 
    - Go to Column Formatting as per the attached screenshot and change the 'URL Type' to Local. 
    - Run the report and export it to PDF and test the hyperlink. This should work now. 

     


    Article Number:

    000128587


    Article Type:

    Solutions to a Product Problem



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