Académique Documents
Professionnel Documents
Culture Documents
March 2011
www.bmc.com
Telephone
Fax
Fax
If you have comments or suggestions about this documentation, contact Information Design and Development by
email at doc_feedback@bmc.com.
Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer Support by
telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.
Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home.
From this website, you can:
Read overviews about support services and programs that BMC Software offers.
Find the most current information about BMC Software products.
Search a database for problems similar to yours and possible solutions.
Order or download product documentation.
Report a problem or ask a question.
Subscribe to receive email notices when new product versions are released.
Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers,
and telephone numbers.
Contents
Introduction ................................................................................................................... 6
BMC Analytics for BSM components.......................................................................... 6
Requirements analysis and customization .................................................................. 8
Business need .............................................................................................................. 8
Requirements analysis ................................................................................................. 8
Logical modeling ........................................................................................................ 9
New database table/view......................................................................................... 9
New derived table ................................................................................................. 10
New alias table ...................................................................................................... 10
New join ................................................................................................................ 11
Business modeling .................................................................................................... 11
New object ............................................................................................................ 12
New condition ....................................................................................................... 12
New hierarchy ....................................................................................................... 13
Report creation .......................................................................................................... 13
ITSM universe customization..................................................................................... 14
Universe linking ........................................................................................................ 14
Universe linking considerations and limitations ................................................... 15
Universe customization procedures........................................................................... 16
Creating a new universe ........................................................................................ 18
Linking the new universe to the ITSM universe ................................................... 19
Updating the linked universe to include a new field ............................................. 21
Updating the linked universe to include a new form ............................................ 23
Enabling time-based trending on a new field added to the linked universe .......... 30
Creating a new condition on an existing object in the linked universe ................. 32
Creating a new hierarchy using the objects from the ITSM universe and the linked
universe ................................................................................................................. 34
Upgrading the ITSM universe ................................................................................... 36
Backing up the linked universe and reports .......................................................... 36
Upgrading the BMC Analytics for BSM product ................................................. 37
Reestablishing the universe link and validating the upgrade ................................ 38
White paper
Note: This document was updated on March 8, 2011 to include additional steps for
upgrading the linked universe.
Introduction
BMC Remedy IT Service Management applications are designed to meet the business
needs of the customer and are therefore customizable. The interface-driven design
facilitates the addition and modification of fields and forms.
So that the BMC Analytics for Business Service Management (BMC Analytics for BSM)
application can report on the new and modified fields and forms added to the underlying
BMC Remedy IT Service Management applications, you should modify the ITSM
universe that is installed by the BMC Analytics for BSM product. This document is
intended to describe typical customization scenarios and provide step-by-step instructions
to customize the BMC Analytics for BSM universe.
The intended audience of this document is customers who want to customize the ITSM
universe as well as software partners and other field support personnel that assist
customers in the implementation of BMC Analytics for BSM.
For more information about the BMC Analytics for BSM product, see the user
documentation that is available with the product.
Page 6
BMC Software, Inc., Confidential
The universe and the reports can both be customized. The universe is a semantic layer
for accessing the data that is displayed in the reports, and it consists of a logical model
and a user model, shown in the following illustration.
User
Model
Logical
Model
The logical model represents the tables and joins that are mapped to the physical views
and tables in the BMC Remedy AR System database. The user model contains
definitions for dimensions, measures, and conditions that are used for end-user reporting
purposes.
Page 7
BMC Software, Inc., Confidential
Business need
The business has a reporting requirement that is not currently supported by the
preconfigured BMC Analytics for BSM reports.
Requirements analysis
A detailed analysis of the reporting requirement should be performed, and the details
should be captured in a format similar to the following.
The columns in the sample format above are defined in the table below.
Page 8
BMC Software, Inc., Confidential
Column
heading
Value definition
S No
New
Requirements
Functional Area
Application
forms
Form fields
Multi-tenancy
Relationship
Fiscal Calendar
Requirement
Module
The module in the universe where the new objects should go, for
example, AM (Asset Management), IM (Incident Management)
Class
Universe module class name where the new objects should go.
Logical modeling
Analyze the BMC Remedy IT Service Management application to identify the forms
where this new information is hosted. Identify the relationships between the new forms or
fields in the BMC Remedy IT Service Management application and the existing forms in
the ITSM universe. Capture the complete logical model design (look ups, derived tables,
multi-tenancy queries, fiscal calendar aliases) in a format similar to the following where
each different section would be included in a separate tab in an Excel file.
The columns in the sample format above are defined in the table below.
Page 9
BMC Software, Inc., Confidential
Column
heading
Value definition
S No
Name
Description
The columns in the sample format above are defined in the table below.
Column
heading
Value definition
S No
Name
Derived Table
Type
The columns in the sample format above are defined in the table below.
Column
heading
Value definition
S No
Alias Table
Name
Page 10
BMC Software, Inc., Confidential
Original Table
Name
New join
The columns in the sample format above are defined in the table below.
Column
heading
Value definition
S No
First Table
Second Table
Join Expression
Shortcut
Cardinality
Outer Join
Business modeling
In this stage, the class and object structure organization of the new area needs to be
defined and new objects, conditions, and hierarchies need to be identified and
documented. Capture this using the format below where each different section is included
in a separate tab in an Excel file.
Page 11
BMC Software, Inc., Confidential
New object
The columns in the sample format above are defined in the table below.
Column
heading
Value definition
Class Name
Object Name
Type
Description
Select
Table Name
Qualification
New condition
The columns in the sample format above are defined in the table below.
Column
heading
Value definition
Class Name
Condition Name
Description
Page 12
BMC Software, Inc., Confidential
Where
Select statement
Table Name
Show
New hierarchy
The columns in the sample format above are defined in the table below.
Column
heading
Value definition
Hierarchy Name
Object Name
Type
Character
Description
Once the requirements are identified and the new objects are documented, you can
proceed to customize the universe. See the following section for more information.
Report creation
Once the universe customizations are completed and the universe is validated and
finalized, the report creation process begins, which will involve capturing requirements
from the business and creating the reports. Creation or customization of reports is not in
the context of this document. Procedures for creating new reports are included in the
BMC Analytics for BSM product documentation.
Page 13
BMC Software, Inc., Confidential
Updating the linked universe to include either a new field added to an existing ITSM
application form or an existing field that was not previously included in the universe.
Updating the linked universe to include a new form added to a BMC Remedy IT
Service Management application.
Universe linking
SAP BusinessObjects provides a way to integrate data managed by different universes
while still keeping the universes separate. The linking of universes universes is achieved
using multiple options, but this document focuses on the option that BMC Software has
identified to be the best practice. The following illustration demonstrates a linked
universe.
Page 14
BMC Software, Inc., Confidential
1
Installed
(master)
universe
New
linked
universe
4
5
New
master
universe
The process for creating a linked universe is specified below. The customization
procedures in this document integrate many the steps in the list below.
1. Create a new, empty universe.
2. Create a logical link from the new universe to the original (master) universe.
3. Update the new, linked universe so that it contains custom forms (or views) and
classes (or objects) and conditions.
4. Validate the linked universe.
5. Create new reports using the objects created in the linked universe and in the
master universe. (Not included in this document.)
6. When a new version of the master universe becomes available, upgrade the
master universe and validate the reports that were created from the linked
universe.
Page 15
BMC Software, Inc., Confidential
The master universe and the linked universe must use the same user name,
password, and database server name (Microsoft SQL Server ) or SID (Oracle)
and database connection.
The master universe and the linked universe must be stored in the same
repository.
The master universe must be exported and re-imported at least once. The linked
universe does not have to be exported before creating a link.
All classes and objects in the master universe and the linked universe must be
unique. Conflicts will occur if they are not unique.
The two universes must allow joins to be created between the tables. For
example, Master_Table1 in the master universe should be able to be joined to
Linked_Table1 in the linked universe. If not, Cartesian products can result when
a query is run using objects from both universes.
Using the procedures in this document, only the table schema, classes, and
objects of the master universe are available in the new linked universe. Contexts
must be re-detected in the new linked universe.
The link between the linked universe and the master universe can be removed
only if the new universe does not contain objects based on components in the
master universe or joins to the master universe components.
If you update the location of the master universe, you must relink the universe
(using Edit > Link) to specify the new location.
Not all universe components are linked, as indicated in the following table.
Universe Component
Universe parameters
Classes and Objects
Customized list of values (LOV)
Joins
Contexts
Aggregate Navigation
Custom Hierarchies
Linked
Not Linked
When adding new objects, tables, conditions in the linked universe, prefix the
names with an identifier. The identifier used in the procedures is the acronym of
a fictional company: UNXG.
Page 16
BMC Software, Inc., Confidential
When adding new tables to the linked universe, create an alias with an identifier
for each of the custom structures. The identifier used in the procedures is the
acronym of a fictional company: UNXG.
Add the classes and objects into the appropriate location in the linked universe.
This may mean that new classes and objects are interspersed throughout the
existing objects and classes.
Refresh the linked universe structure periodically by selecting the universe and
using View > Refresh Structure to ensure that the universe recognizes new
columns, new tables, and other database updates.
Refresh tables periodically by selecting the table and selecting View > Refresh
Structure so that the table recognizes the changes. A confirmation dialog notifies
you when the table structure is successfully refreshed.
Page 17
BMC Software, Inc., Confidential
responding.
4. Rename the universe to ITSM-UnxGlobal.
5. Save the ITSM-UNXGlobal universe. Do not select the option Save for
all users. Since the universe is a secured connection, this option is not
valid.
Page 18
BMC Software, Inc., Confidential
3. In the Links tab of the Universe Parameters dialog, click Add Link.
Page 19
BMC Software, Inc., Confidential
4. In the Universe to Link dialog, select ITSM.unv and click Open. This
adds a link to the master ITSM universe and adds the ITSM universe
structure into the ITSM-UnxGlobal Universe as shown below.
Note: The master ITSM universe cannot be modified from within the linked
ITSM-UnxGlobal universe as it is just a logical representation.
Page 20
BMC Software, Inc., Confidential
When the new field is added, the database table HPD_Help_Desk is altered with a
new column named Incident_Type.
Use the steps in the procedure below to add the new Incident_Type field to the
universe so that it can be reported on. Since the Incident_Type field has
enumerated values, we must also add a derived table to the universe to retrieve the
values.
1. Import the ITSM-UnxGlobal Universe.
2. Add a new derived table to the universe named UNXG_HPD_IncidentType.
Page 21
BMC Software, Inc., Confidential
4. Add the UNXG Incident Type at the appropriate location in the object list, as shown
in the following dialog.
Page 22
BMC Software, Inc., Confidential
5. Create new conditions for the new object in the appropriate location, as shown in the
following illustration.
Note: All the tables, classes, objects, and conditions from the linked ITSM
universe appear in gray, and they are disabled. The new tables, classes, objects,
and conditions appear in black, and they can be edited.
Updating the linked universe to include a new form
Use the procedures in this section to update the linked universe to include either a
new form added to an underlying BMC Remedy IT Service Management
application or an existing form that was not previously included in the universe.
Page 23
BMC Software, Inc., Confidential
The first procedure in this section details how to update the universe to include
the additional form added to the HPD_Help_Desk table, and the second procedure
details how to include the auditing details in the universe for the HPD_Help_Desk
form.
To add a new form to the linked universe
This procedure addresses a scenario where a new TaskGroup tab with fields Task
Group Name and Primary Contact have been added to the Incident Request
Information page.
Since the new form was added into HPD:Help Desk, HPD_Help_Desk table will
be altered with new database columns for Task Group Name and Primary contact
as shown below.
Page 24
BMC Software, Inc., Confidential
5. Add a new UNXG Incident Task Group sub class under the Incident class and
include the new UNXG Primary Contact and UNXG Task Group objects in this
sub class.
Page 25
BMC Software, Inc., Confidential
A log-style audit records data from the main form into a log form. The log form is
a regular form that serves as the destination for data audited in the main form. If
the log form does not exist, it is created by the BMC Remedy AR System server.
The log form resides on the same server as the main form. When you configure a
main form for a log-style audit, you specify a name for the log form. When a main
form is audited, BMC Remedy AR System copies values from the main form to a
text field in the log form.
The following dialog illustrates how the auditing feature is enabled for the
Incident form. When the auditing feature is enabled, a log form name is
generated. The log form name will be used in the procedure to update the
universe, so you should make note of this name.
Page 26
BMC Software, Inc., Confidential
2. Launch the table browser by selecting Insert > Tables, and locate the audit form
table HPD_HelpDesk_AuditLogSystem in the list. Select the table and click
Insert to add it to the logical model of the universe.
Page 27
BMC Software, Inc., Confidential
Page 28
BMC Software, Inc., Confidential
5. Create a new subclass called UNXG Incident Auditlogsystem under the Incident
Management class.
6. Create all of the objects and conditions related to the
UNXG_HelpDesk_AuditLogReport table and include them in the new UNXG
Incident Auditlogsystem subclass.
Page 29
BMC Software, Inc., Confidential
isnull((HPD_HELP_DESK.Cancelled_Date + datediff(ss,getutcdate(),
getdate()))
(HPD_HELP_DESK.Cancelled_Date +
datediff(ss,getutcdate(),getdate()))%86400,99)=UNXG_INCIDENT_CANCE
LLED_DATE_DIMENSIONS.Date_Value
Page 31
BMC Software, Inc., Confidential
5. Create a subclass under the Incident LifeCycle Dates class and name it UNXG
Incident Cancelled Date Dimensions.
6. Create all the date-related objects that are related to the
UNXG_INCIDENT_CANCELLED_DATA_DIMENSIONS table and include
them in the UNXG Incident Cancelled Date Dimensions subclass.
3. Select the Incident class, right-click, and select Condition from the context menu.
Page 32
BMC Software, Inc., Confidential
4. In the Edit Properties dialog, create a new condition named UNXG Open and
InProgress Incidents.
5. Click the button >> next to the Where box and define the condition as shown below.
In this scenario, we are creating a condition on the existing Status (of Incident).
Page 33
BMC Software, Inc., Confidential
7. The new condition is added to the universe with the following definition.
3. In the Hierarchy Editor, create a new hierarchy that can be used to include the objects
from the master universe. Click New, and name the hierarchy UNXG Incident
Impacted Areas. The new hierarchy appears at the bottom of the Custom Hierarchies
list.
Page 34
BMC Software, Inc., Confidential
4. In the Default Hierarchies list, navigate to the Incident Impacted Areas class, select
the objects, and click Add to move them to the new UNXG Incident Impacted Areas
hierarchy. Use the Move Up or Move Down buttons to move the objects in the
custom hierarchy.
5. Create a new hierarchy from the default hierarchy of the liked universe and master
universe by clicking New and naming the hierarchy UNXG Incident Task. Select
objects from the default hierarchy of Master Universe (Incident Management Task)
from left hand side and click Add>>.
Page 35
BMC Software, Inc., Confidential
You can use the Move Up or Move Down button to move the objects up or down in the
custom hierarchy.
Page 37
BMC Software, Inc., Confidential
Page 38
BMC Software, Inc., Confidential
122422
122422