BPPM Yui

BMC Analytics for Business Service
Management Installation and

Administration Guide
Supporting
BMC Analytics for Business Service Management 7.6.04
April 2011
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4 BMC Analytics for Business Service Management Installation and Administration Guide
Contents
Chapter 1 Overview 9
Introducing BMC Analytics for BSM .............................................................................9
SAP BusinessObjects Enterprise XI licensing ..................................................10
User authentication in BMC Analytics for BSM ..............................................11
BMC Analytics for BSM architecture ...........................................................................12
Using BMC Analytics for BSM with multiple BMC ProactiveNet
Performance Management instances ...............................................................13
Using BMC Analytics for BSM with a replicated BMC Remedy AR System
database ................................................................................................................14
Using the linked universes feature ....................................................................15
How multitenancy is implemented in BMC Analytics for BSM ...................16
Components for reporting on BMC applications .......................................................19
Universe ................................................................................................................19
Reports ...................................................................................................................21
ANA_FISCAL_CALENDAR table ....................................................................21
Installed database objects ...................................................................................21
Chapter 2 Before you install 27

Planning your installation .............................................................................................27
Installation options for virtualized environments ..........................................28
System requirements ......................................................................................................29
Obtaining the products ..................................................................................................29
Obtaining an SAP BusinessObjects Enterprise license key ............................30
Finding bulletins and patches .......................................................................................31
Considerations for installing BMC Analytics for BSM with earlier versions of SAP
BusinessObjects Enterprise XI .......................................................................................31
Installing SAP BusinessObjects Enterprise XI ...........................................................32
Verifying the installation ....................................................................................33
Enabling the Central Management Console Server ........................................33
Installing and configuring the BMC Atrium Single Sign-On server .......................34
Completing the installation worksheet .......................................................................34
Chapter 3 Installing 39
Installing BMC Analytics for BSM ..............................................................................39
Installation sequence ...........................................................................................39
Installing the BMC Analytics for BSM universe and reports ........................40
Contents 5
Verifying the installation ...............................................................................................46
Creating users on the SAP BusinessObjects Enterprise server ................................47
Configuring the ODBC connection to BMC ProactiveNet Performance
Management ....................................................................................................................49
Configuring universe parameters ................................................................................50
Upgrading BMC Analytics for BSM ............................................................................55
Refreshing the reports ....................................................................................................60
Chapter 4 After you install 63

Postinstallation tasks ......................................................................................................63
Loading the ANA_FISCAL_CALENDAR table .........................................................64
Populating the ANA_FISCAL_CALENDAR .............................................................66
Modifying the event operation history data collection schedule ............................67
Linking the universes .....................................................................................................68
Customizing the ITSM universe for reporting on Change Management ...............70
Updating the CHG_STATUS_HISTORY table ................................................70
Modifying object properties for Change Management reports ....................71
Populating the DENORMALIZE_BSM_RELATIONSHIPS table to report on
business service models .................................................................................................73
Running the procedure .......................................................................................75
Adding new classes and objects to the universe ........................................................76
Modifying the ANA_FISCAL_CALENDAR table .....................................................77
Configuring the BMC Remedy IT Service Management home page to launch BMC
Analytics for BSM ...........................................................................................................77
Configuring BMC Analytics for BSM to report on multiple BMC ProactiveNet
Performance Management instances ..........................................................................78
Modifying the installation .............................................................................................80
Where to go from here ...................................................................................................86
Chapter 5 Working with universe and reports 87

ITSM universe customizations ......................................................................................87
Changes to the underlying applications ...........................................................88
Working with reports .....................................................................................................93
Report customizations .........................................................................................93
Reporting across multiple BMC applications ..................................................94
Understanding report hyperlinks ......................................................................95
Migrating customized reports or universe ....................................................103
Updating report timezones ..............................................................................104
Chapter 6 Uninstalling 105

Uninstalling BMC Analytics for BSM .......................................................................105
Removing the default universe, connections, predefined reports, and BMC
Remedy AR System form .................................................................................106
Uninstalling SAP BusinessObjects Enterprise ..........................................................108
Appendix A Troubleshooting 109

Exceptions and integrity checks .................................................................................109
Stopping and starting services ....................................................................................110
Troubleshooting issues with an SAP BusinessObjects concurrent license ...........111
Contents 7
1
Overview
This chapter contains overview information about BMC Analytics for Business
Service Management (BMC Analtyics for BSM).
Introducing BMC Analytics for BSM

BMC Analytics for BSM provides analysis tools and reporting features that enable
you to analyze the application data from several BMC applications and create ad hoc
reports.
Using this product, you can analyze the data from the following BMC applications:
■ BMC Cloud Lifecycle Management
■ BMC Atrium Configuration Management Database (BMC Atrium CMDB)
■ BMC Remedy IT Service Management Suite
■ BMC Remedy Service Desk (includes Incident Management and Problem

Management)
■ BMC Remedy Asset Management
■ BMC Change Management
■ BMC Service Request Management
■ BMC Service Level Management
■ BMC ProactiveNet Performance Management
■ BMC Performance Manager Portal
■ BMC Impact Portal
SAP BusinessObjects Enterprise XI licensing

BMC Analytics for BSM uses SAP BusinessObjects Enterprise Professional, a third-
party business intelligence system, as the host for the universes and the reporting
engine that administers and publishes the reports.
SAP BusinessObects Enterprise XI R3.1 SP3 is shipped with BMC Analytics for BSM
(in the BMC Atrium Shared Components box) and it is included on the BMC
Software electronic product download (EPD) page for the BMC Analytics for BSM
product. If you don't already have SAP BusinessObjects Enterprise XI installed in
your environment, use the DVD or the downloaded file to install it. If you already
have it installed in your environment, you must have adequate licensing for both
your SAP BusinessObjects Enterprise XI enterprise environment and the BMC
Analytics for BSM content.
The two SAP BusinessObjects Enterprise XI licensing options for use with BMC
Analytics for BSM, the professional license and the premium license. With the
professional license, the following SAP BusinessObjects Enterprise components are
fully licensed for use with BMC Analytics for BSM and enable full access to the
universes and reports for running, viewing, creating and modifying the reports:
■ Infoview Portal (for Web Intelligence documents)
■ WebIntelligence reports
■ Designer (universe) tool
■ Central Management Console
■ Central Configuration Manager
■ Import Wizard
■ Web Intelligence Rich Client
BMC Analytics for BSM does not take advantage of all SAP BusinessObjects
Enterprise features and products that are included in the SAP BusinessObjects
Enterprise premium license solution suite, such as Crystal Reports, Voyager,
Dashboard Builder, Performance Manager, Xcelsius, OLAP Intelligence, Live Office,
or any other add-on products. Also, the professional license does not allow you to
use Crystal Reports with BMC Remedy Mid Tier. If you want to use the same SAP
BusinessObjects Enterprise installation with both BMC Remedy Mid Tier and BMC
Analytics for BSM, you can purchase the additional premium license from BMC
Software. This premium license allows you to use all of the SAP BusinessObjects
Enterprise features and products.
Finding documentation for SAP BusinessObjects Enterprise

XI features used by BMC Analytics for BSM
The BMC Analytics for BSM product documentation addresses the SAP
BusinessObjects Enterprise features and utilities with which BMC Analytics for BSM
is certified to work. Any SAP BusinessObjects Enterprise utilities that are not
addressed in this documentation are not certified to work with BMC Analytics for
BSM.
You can find several SAP BusinessObjects XI Enterprise documents at the BMC
Software Support website at http://www.bmc.com/support . Locate these
documents by navigating to the Product Documentation page for BMC Analytics for
BSM. These documents can assist you in the deployment planning, sizing,
implementation, and administration of the SAP BusinessObjects Enterprise XI
installation. For the complete set of SAP BusinessObjects documentation, go here to
register so that you can access additional documentation on at the SAP
BusinessObjects Indirect Client Knowledge Center.
Note
The SAP BusinessObjects XI Enterprise platform used by BMC Analytics for BSM
provides comprehensive business intelligence functionality. This reporting platform
is capable of a multiple-server implementation with suitable deployment planning
and sizing. Installing the reporting platform on a single server is possible, but it
might not suit a production implementation in a large organization and might
produce unacceptable results, including failure to produce reports on time.
Proper deployment planning and sizing of the reporting platform in a production
environment requires SAP BusinessObjects Enterprise XI knowledge and training.
BMC Software assumes that you have received the education and training that is
required to operate this platform beyond a simple test implementation.
User authentication in BMC Analytics for BSM

BMC Analytics for BSM provides SAP BusinessObjects Enterprise authentication and
BMC Atrium Single Sign-On authentication.
The two types of user authentication follow:
■ SAP BusinessObjects Enterprise authentication is the authentication method to

access the SAP BusinessObjects Central Management Console. For more
information about SAP BusinessObjects Enterprise authentication, see the SAP
BusinessObjects Enterprise documentation.
■ BMC Atrium Single Sign-On (SSO) authentication supports many authentication

protocols and provides single sign-on and single sign-off for users of BMC
Software products. For more information, see “BMC Atrium SSO” on page 12.
BMC Analytics for BSM architecture
Access to the reports is a combination of the authentication used by the BMC

application that provides the data and the authentication provided by BMC
Analytics for BSM. For example, if you are reporting on BMC Remedy Service Desk,
users in the SAP BusinessObjects Enterprise server must be consistent with those in
BMC Remedy Action Request System (BMC Remedy AR System) server. After
installing the product using one type of authentication, you can run the product
installation utility to easily reconfigure the authentication type. For more
information, see “Modifying the installation” on page 80.
BMC Atrium SSO

The BMC Atrium SSO system requires a user to present credentials only once for
authentication and subsequently be automatically authenticated by every BMC
Software product that is integrated into the system.
This authentication method requires that you have previously installed the BMC
Atrium SSO server and configured it with an authentication server such as LDAP,
RSA Secure ID, or others. For more information about installing and configuring the
BMC Atrium SSO server, see the BMC Atrium Single Sign-On Administrator's Guide.
The benefit to BMC Software products that have BMC Atrium SSO as an
authentication option is that all of the authentication protocols supported by BMC
Atrium SSO are available to the product and any new protocols added are available
without any product changes. The BMC Atrium SSO server and agents provide the
needed integration into these systems so a product does not need any adjustments.
Furthermore, more advanced authentication schemes are possible with
authentication chaining which allows greater flexibility in integrating to complex
enterprise environments.

The following figure shows the architecture for BMC Analytics for BSM.
Figure 1: BMC Analytics for BSM architecture
When installing BMC Analytics for BSM, the predefined reports and the universes
are stored in the SAP BusinessObjects Enterprise central management server (CMS)
repository.
The BMC Analytics for BSM administrator interfaces with BMC Analytics for BSM
through the SAP BusinessObjects Designer tool, and defines the measures,
dimensions, and conditions required for developing the reports.
The BusinessObjects InfoView tool enables you to create, view, and modify reports
based on the measures and dimensions defined in the universe.
Using BMC Analytics for BSM with multiple BMC ProactiveNet

Performance Management instances
You can use BMC Analytics for BSM to report on multiple installations of BMC
ProactiveNet Performance Management.
The BMC Analytics for BSM product installation utility installs one universe for
reporting on a single BMC ProactiveNet Performance Management installation, but
if you have multiple BMC ProactiveNet Performance Management installations, you
can create a copy of the universe for each installation and create a report that
includes data from all of the installations.
See Configuring BMC Analytics for BSM to report on multiple BMC ProactiveNet
Performance Management instances on page 78 for more information.
Using BMC Analytics for BSM with a replicated BMC Remedy

AR System database
To minimize the impact on the production BMC Remedy AR System database, BMC
recommends that you use a separate reporting instance of the BMC Remedy AR
System database with BMC Analytics for BSM.
Only the tables used by BMC Analytics for BSM must be replicated for this separate
instance, and they must be in the same form as in the underlying BMC Remedy AR
System database so that BMC Analytics for BSM can work seamlessly with the
replicated tables. For a full list of database tables/views that are used by BMC
Analytics for BSM, see BMC Analytics for BSM Reference Guide and the Self Help
Document ID KA345616 in the BMC Knowledge Base.
For a procedure for replicating the BMC Remedy AR System database, see your
database documentation. The following diagram shows the architecture of the
recommended deployment for replication.
Figure 2: BMC Analytics for BSM with replicated BMC Remedy AR System database
Consider the following points when implementing the product with a replicated
BMC Remedy AR System Server database:
■ Since the replication is done at the database level, you do not need to obtain
additional licenses for BMC Remedy AR System.
■ Only the tables that are required for the ITSM universe need to be replicated. See
the BMC Analytics for Business Service Management Reference Guide or the Self Help
Document ID KA345616 in the BMC Knowledge Base for the list of tables.
■ Any tuning performed on the replicated database to enable better query

performance is separate from any operations performed on the production database.
■ The hyperlink from BMC Analytics for BSM to BMC Remedy AR System is
maintained in the operational datastore as long as the time to replicate the
information into the operational data store is kept to a minimum.
■ Generally, some time elapses between data creation on the production server and
data replication to the operational data store.
■ Maintaining separate databases to support the business functions of BMC Remedy

AR System and the reporting infrastructure results in a smaller performance
impact to BMC Remedy AR System than using the production database for
reporting.
■ The reporting database should not be bound by limitations of the applications

database sizing and data recommendations and might be subject to different data
retention guidelines.
■ Separating the service desk and support application from the reporting services
and operations minimizes impacts to your services. During an outage, if the two
services are dependent on the same database and server configuration, both
services are impacted.
Using the linked universes feature

Using the SAP BusinessObjects linked universes feature allows you to store your
universe customizations without overwriting them during an upgrade.
SAP BusinessObjects provides the linked universe feature as a way to integrate data
managed by different universes while still keeping the universes separate. BMC
Software recommends that you use this feature so that you can maintain your
universe customizations in the separate, linked universe without having to reapply
them following an upgrade.
Using the linked universe feature, you create a copy of the installed "master"
universe, apply your customizations to the linked universe, then overwrite the
master universe during an upgrade. For more information, see "Customization of the
BMC Analytics for Business Service Management universe" at http://
documents.bmc.com/supportu/documents/24/22/122422/122422.pdf.
For more information about how to create a linked universe, see Linking the
universes on page 68. If you have already created a linked universe, you would
need to reestablish the link and validate the linked universe after an upgrade. For
more information, see Upgrading BMC Analytics for BSM on page 55.
How multitenancy is implemented in BMC Analytics for BSM

The implementation of multitenancy in the BMC Analytics for BSM product varies
from how it is implemented in BMC Remedy AR System server.
Multitenancy in BMC Remedy AR System Server

You can implement the BMC Remedy AR System and most of the BMC Remedy
ITSM applications in either a single-tenancy environment or a multitenancy
environment. In a single-tenancy implementation, a company has a dedicated BMC
Remedy AR System server and client applications on site. The BMC Remedy
AR System database stores data pertaining to only that company.
In a multitenancy implementation, several companies (called tenants) share one BMC

Remedy AR System Server implementation environment. The BMC Remedy
AR System database stores data for all tenants, but users from one tenant do not see
data for other tenants. For example, Customer A provides support to customers such
as Customer B and Customer C. Users from Customer B do not see any information
created by Customer C, even though the information pertaining to Customer B and
Customer C is stored in the same AR System database.
To achieve this logical separation of application data, appropriate groups and

permissions are set up as part of the multitenancy implementation supported by the
BMC Remedy AR System and the BMC Remedy ITSM applications. The BMC
Remedy AR System provides a permission implementation with row- and column-
level security as required for multitenancy support. The BMC Remedy IT Service
Management applications obtain permission and security information from the AR
System database through the AR System ODBC driver, which provides read-only
access to the database.
Supporting multitenancy in the ITSM universe

This section describes the multitenancy design process used in the ITSM universe. In
the BMC Analytics for BSM product, multitenancy is implemented at the company
level, and the user is assigned at the company level.
BMC Analytics for BSM does not use the AR System ODBC driver. It uses external
joins and a direct native database connection as required by the SAP BusinessObjects
Enterprise server. As a result, in BMC Analytics for BSM, the BMC Remedy
AR System Server and the SAP BusinessObjects Enterprise server combine to
provide the multitenancy implementation. However, BMC Analytics for BSM
implements multitenancy at the company level, not at the row level. In this
implementation, an additional condition is attached to all the SQL queries that are
generated from SAP BusinessObjects. This condition is specific to the user who is
logged in at the time and returns the companies to which the user has access. For a
list of the application form fields used in the SQL queries, see BMC Analytics for
Business Service Management Reference Guide.
Note
Since BMC Analytics for BSM implements multitenancy at the company level, it does
not support multitenancy with a standalone BMC Atrium CMDB or with the BMC
Configuration Drift Management application.
Authentication (who gets access to the system) is implemented by a combination of

the SAP BusinessObjects Enterprise server and the BMC Remedy AR System.
Therefore, users in the SAP Business Objects Enterprise server must be consistent
with those in BMC Remedy AR System Server.
BMC Analytics for BSM identifies the companies a SAP BusinessObjects Enterprise
user has access to by executing a SQL statement as a predicate for every query sent
to the BMC Remedy AR System database. The SQL statement takes the following form:
SELECT DISTINCT COMPANYFROM CTM_PEOPLE_PERMISSION_GROUPS

WHERE UPPER(REMEDY_LOGIN_ID) = UPPER(@VARIABLE('BOUSER'))
AND COMPANY IS NOT NULL
UNION
SELECT DISTINCT COMPANY FROM CTM_PEOPLE_ORGANIZATION
WHERE (SELECT 1 FROM CTM_PEOPLE_PERMISSION_GROUPS
AND PERMISSION_GROUP = 'Unrestricted Access') = 1
The value @VARIABLE('BOUSER') is a formula in SAP BusinessObjects Enterprise

that determines the user name of the logged-on user.
SAP BusinessObjects Enterprise uses two techniques to make sure all SQL queries
attach this SQL statement:
■ For each core transaction table, a derived table is defined that includes a selection
of all columns from the core transaction table and a predicate that enforces
multitenancy.
The following example for BMC Remedy AR System version 7.0.x shows how this
technique is used for the HPD_HELP_DESK table, which is the core transaction
table for the Incident Management module. In this case, a new derived table is
created in the ITSM universe called HPD_HELP_DESK using the following SQL:
SELECT *
FROM HPD_HELP_DESK
WHERE HPD_HELP_DESK.CONTACT_COMPANY IN
(SELECT DISTINCT COMPANYFROM CTM_PEOPLE_PERMISSION_GROUPS
UNION
AND COMPANY IS NOT NULL)
OR
HPD_HELP_DESK.DIRECT_CONTACT_COMPANY IN

UNION
OR
HPD_HELP_DESK.COMPANY IN
UNION
After creating the derived table, all incident objects that are created in the ITSM
universe refer to this derived table instead of the core transaction table. The
creation and use of the derived table makes sure that the predicate is applied to all
queries that are executed against the database.
■ For objects in the ITSM universe that do not belong to the core transaction table,
the predicate is applied to all queries by a join with the core transaction table and
subsequent self joins with the company restriction. This is similar to the security
that is provided in the BMC Remedy ITSM applications.
Supporting multitenancy with BMC Service Level

Management
This section describes the multitenancy design process used by the BMC Service
Level Management product. Within BMC Service Level Management (BMC SLM),
multitenancy is implemented at the group level. This implementation is different
from the BMC Analytics for BSM product, where multitenancy is implemented at the
company level.
Your access to the BMC SLM contracts from within the BMC Analytics for BSM
product is as follows:
■ If you have BMC Remedy AR System Administrator privileges, you can access all
the BMC SLM contracts, regardless of the permission group to which you are
assigned.
■ If you are assigned to a particular permisson group, you can access the BMC SLM
contracts that are viewable to your permission group and the contracts that
contain no value in the Customers field of the MSP area on the Agreements tab.
Components for reporting on BMC applications
BMC Analytics for BSM identifies the contracts to which you have access by
executing a SQL statement and then attaching this SQL statement as a predicate to
every query that you send to the database. A sample SQL statement follows.
SELECT * FROM SLM_Contract

WHERE SUBSTRING(SharedServicesGroups, charindex(';',SharedServicesGroups)+1,
len(SharedServicesGroups)-2) IN
(SELECT DISTINCT Permission_group_ID FROM CTM_PEOPLE_PERMISSION_GROUPS
WHERE REMEDY_LOGIN_ID = @VARIABLE('BOUSER') AND Permission_group_ID IS NOT
NULL
UNION
SELECT DISTINCT group_ID FROM group_x
WHERE REMEDY_LOGIN_ID = @VARIABLE('BOUSER')
AND PERMISSION_GROUP_ID = '1') = 1
AND group_ID IS NOT NULL
)
UNION ALL
SELECT * FROM SLM_Contract
WHERE SharedServicesGroups is NULL

BMC Analytics for BSM contains the following components for reporting on BMC
applications:
■ Universe
■ Reports
■ AR System custom form
■ Stored procedures, functions, and tables
The following sections contain more detail on the individual components.
Universe
The universe provides a business user’s view of the BMC application data. The
universe contains definitions for dimensions, measures, details, and conditions that
are bundled into logical groupings called classes.
Using the universe, you can access and use the application data without
understanding the underlying database structure, tables, joins, and so on. The
measures and dimensions defined in the universe contain the mappings to the
specific database tables and columns. When these measures and dimensions are
used in a report, the query (with the required tables and joins) is automatically run
based on these joins, and the results are returned.
The universes that are installed vary according to the product on which you want to
report. The table lists the universes that can be installed and the BMC applications
that are assocated with each universe.
Table 1: List of universes

Universe name Data source BMC applications
ITSM BMC Remedy AR System server database BMC Cloud Lifecycle Management
BMC Remedy IT Service Management
Suite
BMC Change Management
BMC Remedy Asset Management
BMC Atrium CMDB
BMC Remedy Service Desk
BMC Configuration Drift Management
BMC Service Level Management
BMC Service Request Management
ProactiveNet BMC ProactiveNet Performance BMC ProactiveNet Performance
Management server database Management
PortalCDE BMC Performance Manager Portal BMC Performance Manager Portal
database
ImpactPortal BMC Event and Impact Portal BMC Impact Portal
The objects are organized in the universe in classes. The universe also contains
predefined conditions for filtering or restricting the results of a query. With these
dimensions, measures, and conditions, you can create and modify reports according
to your needs. Unlike static reports, the BMC Analytics for BSM reports are dynamic
and interactive—you can easily modify the reports, change the formats, drill down
through the information presented on the reports, and further analyze information
as required.
The universe also contains hierarchies that allow you to drill through the results of a
query and analyze the information as required. See the Self Help Document ID
KA345616 in the BMC Knowledge Base for more information on the hierarchies,
conditions, universe objects, and other characteristics of the universe.
Database views used in the ITSM universe

The ITSM universe is built on database views in the AR System application layer, not
on the base tables in the AR System data schema. This approach is necessary because
the base tables have different numbering for each instance and, therefore, different
names for each instance. Native database drivers are used to improve performance
and support external joins.
See the BMC Analytics for Business Service Management Reference Guide for a complete
list of the BMC Remedy AR System database views used in the ITSM universe.
Reports
BMC Analytics for BSM installs several preconfigured reports for reporting on the
BMC products.
You are able to access the data in the reports for the BMC applications that you have
installed in your environment. For example, if you have BMC Remedy Service Desk
installed in your environment, you can refresh Incident Management and Problem
Management reports. All of the reports are stored in the SAP BusinessObjects
Enterprise CMS repository. See the complete list of reports and descriptions in BMC
Analytics for Business Service Management User Guide.
ANA_FISCAL_CALENDAR table
BMC Analytics for BSM installs a ANA_FISCAL_CALENDAR table into the
database, to store fiscal calendar data. The fiscal calendar data consists of day, week,
month, quarter, year, and their derived values (such as running day, running week,
and so on).
For more information about the ANA_FISCAL_CALENDAR, see BMC Analytics for
Business Service Management Reference Guide.
If you report using BMC Remedy AR System server as your data source, BMC
Analytics for BSM installs a custom BMC Remedy AR System form called
ANA:Fiscal_Calendar. BMC Remedy AR System and ANA_FISCAL_CALENDAR
table dates are stored as integers. When you run a report, the universe converts these
integers into an appropriate date type using a formula.
Installed database objects

This section lists the stored procedures, functions, and tables that are installed by
BMC Analytics for BSM.
The objects that are installed vary according to whether your BMC Remedy AR
System Server uses an Oracle database or a Microsoft SQL Server database. For
descriptions of each of the installed objects, see BMC Analytics for Business Service
Management Reference Guide.
Table 2: Installed objects for BMC Remedy AR System Server database (Oracle)
Category Object name

Stored procedure
■ PKG_ANA_TZ_DST
■ ANA_POPULATE_TIMEZONE_DST
■ POPULATE_FISCAL_CALENDAR
■ PKG_ANA_TZ_DST
Function
■ FN_ADJUSTED_DATE
Package
■ PKG_BSM_RELATIONSHIPS
■ PKG_ANA_TZ_DST
Table
■ DENORMALIZE_BSM_RELATIONSHIPS
■ ANA_TIMEZONE_INFO
■ ANA_REPORT_LOCALE
■ ANA_REPORT_STRING
■ ANA_REPORT_TRANSLATION
■ ANA_TZ_DSTTIME
View
■ ANA_FISCAL_CALENDAR
■ ANA_TZ_DST_VIEW
Table 3: Installed objects for BMC Remedy AR System Server database (Microsoft SQL Server

Stored procedure
■ PC_POPULATE_FISCAL_CALENDAR
■ PC_DENORMALIZE_BSM_RELATIONSHIPS
■ PC_BSM_RELATIONSHIPS_TRAVERSAL
Function
Table
■ DENORMALIZE_BSM_RELATIONSHIPS
■ ANA_REPORT_LOCALE
■ ANA_REPORT_STRING
■ ANA_REPORT_TRANSLATION
■ ANA_TZ_DSTIME
View
Table 4: Installed database objects for BMC ProactiveNet Performance Management database

Event
■ ANA_OP_HISTORY_SYNC
Function
■ FN_GET_EPOCH_DATE

Stored procedure
■ PC_CLEANUP_OP_HISTORY
■ ANA_LASTRUN_CNTL
■ PC_ EVENT_OP_HISTORY_TRAVERSAL
■ PC_POPULATE_EVENT_OP_HISTORY
■ PC_POPULATE_FISCAL_CALENDAR
■ PC_PROCESS_EVENT_DATA
■ PC_REFRESH_VIEW_STRUCTURE
■ DROP_ANA_OBJECTS_SYBASE
Table
■ ANA_LASTRUN_CNTL
■ ANA_FIELD_ENUM_VALUES
View
■ ANA_EVENT_OP_HISTORY_VIEW
Table 5: Installed database objects for BMC Performance Manager Portal database

Stored procedure
Table
■ CDE_FISCAL_CALENDAR
View
Table 6: Installed database objects for BMC Impact Portal database

Stored procedure
Table
■ CDE_FISCAL_CALENDAR
View
2
Before you install
This section contains information about the tasks you must perform to prepare to
install BMC Analytics for BSM.
Planning your installation

Use the information in this section to help you identify the system requirements,
obtain the products that you need to install, install any prerequisite products, and
gather the information that you need to install BMC Analytics for BSM.
Before you can install BMC Analytics for BSM, consider whether you need to install
the following products and components:
■ BMC Atrium Single Sign-On server--if you want to use the single sign-on
authentication feature available for your BMC products, you must have installed
the BMC Atrium Single Sign-On server in your environment before installing
BMC Analytics for BSM. If the component is already installed, you do not need to
install it again. If you do need to install it, you can use the product media included
with BMC Analytics for BSM. For more information, see “Installing and
configuring the BMC Atrium Single Sign-On server” on page 34
■ SAP BusinessObjects Enterprise XI--the product must be installed on the host

before BMC Analytics for BSM can be installed. For the list of supported SAP
BusinessObjects Enterprise XI versions, see the product compatibility information
available on the BMC Analytics for BSM page at http://www.bmc.com/support. If
the product is not already installed, you can use the product media included with
BMC Analytics for BSM to install it. Use the table below to help you decide
whether you need to install SAP BusinessObjects Enterprise XI and to locate
additional information.

Planning your installation
Table 7: SAP BusinessObjects Enterprise installation scenarios
Scenario Recommended actions

First-time installation for SAP BusinessObjects Install SAP BusinessObjects Enterprise XI R3.1 provided
Enterprise with BMC Analytics for BSM. For more information, see
“Installing SAP BusinessObjects Enterprise XI ” on page
32.
You already have a previous supported version
of SAP BusinessObjects Enterprise XI installed 1 Review the section Considerations for installing BMC
in your environment and you do not want to Analytics for BSM with earlier versions of SAP
upgrade to SAP BusinessObjects Enterprise XI BusinessObjects Enterprise XI on page 31
R3.1
2 Complete the “installation worksheet” and “install
BMC Analytics for BSM”.
You already have a previous version of SAP

BusinessObjects Enterprise XI installed in your 1 Perform a new installation (not an upgrade) of SAP
environment and you want to upgrade to SAP BusinessObjects Enterprise R3.1 provided with BMC
BusinessObjects Enterprise XI R3.1 Analytics for BSM . For more information, see
“Installing SAP BusinessObjects Enterprise XI ” on
page 32.
2 Import the version R2 or R3 CMS repository into the

version R3.1 CMS repository.
3 Complete the “Completing the installation worksheet”

on page 34 and “Installing BMC Analytics for BSM ”
on page 39.
You already have SAP BusinessObjects Complete the “Completing the installation worksheet” on
Enterprise R3.1 installed in your environment page 34 and “Installing BMC Analytics for BSM ” on
page 39
Installation options for virtualized environments

You can install BMC Analytics for BSM into a virtual environment. No special
installation requirements or procedures exist for a virtual environment.
Note that the licensing model of the SAP BusinessObjects XI Enterprise Professional
components fall under BMC EULAs which do not distinguish between physical and
virtual deployment for licensing unless expressly noted. As such, there is no
licensing consequence to the customer installing on a physical or virtual server for
BMC Analytics for BSM. For additional detail about the BMC Software virtualization
policy, see http://www.bmc.com/support/policy-for-virtualized-platforms.html .
System requirements
System requirements
Review the appropriate documentation to ensure that you are familiar with the
system requirements for each product that you install.
For more information about the system requirements for BMC Analytics for BSM,
see BMC Analytics for Business Service Management Release Notes and the compatibility
matrix. Both the release notes and the compatibility matrix is located on the BMC
Analytics for Business Service Management product documentation page at http://
www.bmc.com/support.
For more information about the system requirements for SAP BusinessObjects
Enterprise, locate the SAP BusinessObjects Enterprise installation prerequisites by
going to http://www.bmc.com/support and navigating to the product
documentation page for BMC Analytics for BSM.
For more information about the system requirements for BMC Atrium Single Sign-
On Server, see the release notes or the administration guide for BMC Atrium Single
Sign-On Server. Both the release notes and the compatibility matrix is located on the
BMC Analytics for Business Service Management product documentation page at
http://www.bmc.com/support.
Obtaining the products

The products can be found on the BMC Electronic Product Distribution (EPD)
website or in the product shipment.
Obtaining BMC Analytics for BSM

To download the product or to upgrade to the latest version, download it from the
EPD site at http://webapps.bmc.com/epd . To use the website, you must register
and set up a user name and password.
If you do not have a current license for the product or if you cannot download the
product and require a kit, contact a BMC sales representative by calling 800 793 4262.
Obtaining BMC Atrium SSO server

The BMC Atrium SSO server component is available for download from the BMC
Analytics for BSM EPD site at http://webapps.bmc.com/epd or can be found in the
BMC Atrium Shared Components box that is shipped with the BMC Analytics for
BSM product.

Obtaining the products
Obtaining SAP BusinessObjects Enterprise XI

SAP BusinessObjects Enterprise XI is available for download from the BMC
Analytics for BSM EPD site at http://webapps.bmc.com/epd or can be found in the
BMC Atrium Shared Components box that is shipped with the BMC Analytics for
BSM product.
You must also obtain a license for SAP BusinessObjects Enterprise XI. For more
information, see Obtaining an SAP BusinessObjects Enterprise license key on page
30.
Obtaining an SAP BusinessObjects Enterprise license key

Though the BMC Analytics for BSM product does not require a license key, the
version of SAP BusinessObjects Enterprise that is delivered by BMC does require a
license key. A 30-day trial license is included with the product media, but to obtain a
permanent license key, you must have purchased BMC Analytics for BSM.
If you already have SAP BusinessObjects Enterprise XI R2 SP2 or later installed in

your environment and you do not plan to install the SAP BusinessObjects Enterprise
XI R3.1 that is shipped by BMC Software, you do not need to obtain an additional
SAP BusinessObjects license.
If you plan to install SAP BusinessObjects Enterprise XI R3.1 that is shipped by BMC,
use the license you received following your purchase of BMC Analytics for BSM
software. If you need to contact BMC Software about the license, use one of the
following methods:
■ If you are in the USA or Canada, for after hour, emergency, or technical help
contact BMC Contact Center Houston at 1-800-537-1813 or email support at
customer_support@bmc.com. For questions concerning your password, please
contact the Order Services Password Team at 1-800-841-2031 or email
ContractsPasswordAdministration@bmc.com
■ If you are in Europe, for after hour, emergency, or technical help contact your
local BMC Support Center or email customer_support@bmc.com. For questions
concerning your password, please fax your questions to EMEA Contracts
Administration at +31 20 354 8702 or email the information to password@bmc.com
■ If you are in the Asia-Pacific, for after hour, emergency, or technical help contact
your local BMC Support Center or email customer_support@bmc.com. For
questions concerning your password, please contact your BMC Software Sales
Rep or your local BMC Software Office.
Finding bulletins and patches
Finding bulletins and patches

Details about recent patches for this product are available from the BMC Software
Customer Support website.
Before installation, BMC Software recommends that you check the website at http://
www.bmc.com/support to determine whether patches are available for this product.
Considerations for installing BMC Analytics

for BSM with earlier versions of SAP
BusinessObjects Enterprise XI
Though BMC Analytics for BSM version 7.6.04 does not include the installation
media for earlier versions of SAP BusinessObjects XI, it can be installed with SAP
BusinessObjects XI R2 SP2 or later if you already have that version installed in your
environment.
When you install BMC Analytics for BSM with older versions of SAP
BusinessObjects XI, keep in mind the following points before you install:
■ SAP BusinessObjects and BMC Software strongly recommend that you upgrade to
R3.1.
■ The SAP BusinessObjects Enterprise server must be installed before you can
install BMC Analytics for BSM.
■ Though BMC Analytics for BSM can be installed into an environment where SAP
BusinessObjects Enterprise features (such as Performance Management, Auditing
Server, and Crystal Reporting) are installed, BMC Analytics for BSM is not
designed to take advantage of these features.
■ BMC Analytics for BSM has been certified to work with an SAP BusinessObjects
Enterprise server that uses a MySQL database, a Microsoft SQL Server database,
or an Oracle database. Any other databases have not been certified for use with
BMC Analytics for BSM.

Installing SAP BusinessObjects Enterprise XI

The SAP BusinessObjects Enterprise installation guidelines in this section are for
installing SAP BusinessObjects Enterprise XI R3.1 SP3 that is shipped by BMC in the
BMC Atrium Shared Components kit or on the BMC Analytics for BSM EPD page.
This section contains information on launching the installation and guidelines for the
options recommended for use with BMC Analytics for BSM, but it does not contain
installation prerequisites or step-by-step instructions for installing the SAP
BusinessObjects Enterprise XI R3.1 product. Locate the SAP BusinessObjects
Enterprise installation documentation by going to http://www.bmc.com/support
and navigating to the product documentation page for BMC Analytics for BSM. If
you are installing on Windows, you should refer to BusinessObjects Enterprise
Installation Guide for Windows, and if you are installing on UNIX or Linux, you should
refer to BusinessObjects Enterprise Installation Guide for UNIX.
Note
If you are not familiar with SAP BusinessObjects Enterprise, or if you need assistance
installing SAP BusinessObjects Enterprise, contact BMC Software customer support.
Installing SAP BusinessObjects Enterprise XI R3.1
1 Using the installation media, launch the installation by running ./install.sh (UNIX
or Linux) or by executing setup.exe (Windows).
2 Keep in mind the following as you encounter the options during the installation:
BusinessObjects Installation Considerations

option
Language Packs BMC Analytics for BSM has limited language support. Refer to the BMC
Analytics for BSM Release Notes and the BMC Remedy Product
Compatibility Matrix for the latest language support information.
Installation type BMC Analytics for BSM requires the SAP BusinessObjects Enterprise
server. You can install the SAP BusinessObjects Enterprise server on
Windows, AIX, Solaris, or Linux.
BMC Analytics for BSM assumes that you are performing a New
installation, which installs all the SAP BusinessObjects Enterprise
components required for a functioning SAP BusinessObjects Enterprise
reporting environment. This documentation does not list the individual
SAP BusinessObjects Enterprise components required to schedule reports
or perform other common reporting tasks.
BMC Analytics for BSM has been verified to work with a SAP
BusinessObjects Enterprise Central Management Server that is MySQL,
Oracle, or Microsoft SQL Server.
BusinessObjects Installation Considerations

option
Select Web Application Server BMC Analytics for BSM is compatible with Apache Tomcat or Microsoft
IIS. If you are using BMC Atrium SSO with BMC Analytics for BSM, only
Apache Tomcat is supported. Also, when you install using BMC Atrium
SSO, a new Apache Tomcat version 6.0 service is installed.
If you plan to use BMC Analytics for BSM with Apache Tomcat, you
should install a new Tomcat during the SAP BusinessObjects installation
instead of using an existing Tomcat. If you have an existing Tomcat
installation, provide different port numbers.
When the installation has completed, you should verify the installation.
Verifying the installation

To verify the SAP BusinessObjects Enterprise XI installation, ensure that you can log
into the Central Management Console.
To log into the Central Management Console
1 Choose Start > All Programs > BusinessObjects XI 3.1 > BusinessObjects
Enterprise > BusinessObjects Enterprise Central Management Console.
The Central Management Console Logon window appears.
2 Enter your logon information and click Log On.
The Central Management Console window appears.
Enabling the Central Management Console Server

If the Enable servers upon installation box was not selected during installation, you
should start or enable them now.
To enable the SAP BusinessObjects Enterprise XI Servers

Installing and configuring the BMC Atrium Single Sign-On server
3 Click Servers.
4 Select the servers that have Disabled (red icon) in the Enabled column and select
Actions > Enable Server.
5 Click OK on the confirmation window.
Installing and configuring the BMC Atrium

Single Sign-On server
The BMC Atrium Single Sign-On server is available as part of the BMC Atrium
Shared Components installation media in the product kit or from the BMC Electronic
Product Distribution (EPD) website on the page for BMC Analytics for BSM.
If you plan to use BMC Atrium SSO as your method of authentication, you must
install and configure the BMC Atrium SSO server before installing BMC Analytics
for BSM. Also, ensure that any users that you want to use in BMC Analytics for BSM
exist in the BMC Atrium SSO server. For more information about BMC Atrium
Single Sign-On, see BMC Atrium Single Sign-On Administrator Guide.
Note
The BMC Atrium SSO agent is supported on Windows only. UNIX configurations
are supported but are not certified and fully documented. UNIX certification and
documentation are forthcoming. BMC Atrium SSO is supported for use with Apache
Tomcat version 6 only. Though SAP BusinessObjects XI Enterprise R3.1 SP2 is
compatible with other application servers and other Tomcat versions, BMC Atrium
SSO is not.
Completing the installation worksheet

Use the installation worksheet to collect and record the information that you will
need during installation of the BMC Analytics for BSM product. The worksheet
entries follow the same order as the installation program.
Depending on your environment and the options that you select in the pages, you
might not be prompted for all of the fields listed below.
Table 8: Required information for BMC Analytics for BSM installation
Entry or selection Description Enter your information

Directory Name page
Directory Name The folder where the product is installed.
The default is C:\Program Files\
BMCSoftware\BMCAnalyticsForBSM.
Installation Type Selection page
The BMC products The BMC products installed in your
installed in your environment on which you want to report.
environment
BusinessObjects Information page
BusinessObjects The version of SAP BusinessObjects
version Enterprise that is currently installed on the
host.
Java or .Net If you have version SAP BusinessObjects
XI Enterprise R3.1 installed, select Java if
you use Apache Tomcat and .Net if you
use Microsoft IIS.
Select Directory The folder where the SAP BusinessObjects
Enterprise SDK is stored. For example, C:
\Program Files\Business Objects
\common\ 4.0\java\lib.
Authentication Method Selection page
SAP BusinessObjects The authentication type currently
Enterprise configured to access the SAP
Authentication BusinessObjects Central Management
Console.
BMC Atrium Single Integrates BMC Analytics for BSM with an
Sign-On already installed BMC Atrium Single Sign-
Authentication On Server
Host name information page
Hostname The fully qualified hostname on which you
are installing BMC Analytics for BSM, in
the form that report users will access it
through their web browsers. Specify the
server alias if that is how users will access
the server.
Atrium Single Sign-On Information page
Fully Qualified Host Fully qualified host name of the BMC
Name Atrium Single Sign-On server
HTTPS Port Number HTTPS port number used by the BMC
Atrium Single Sign-On server


Administrator Name User name for the BMC Atrium Single Sign-
On server administrator
Administrator Password for the BMC Atrium Single Sign-
Password On server administrator
CMS Server Information page
BusinessObjects CMS The host name of your SAP
Server Name BusinessObjects Enterprise server.
User Name The name of the administrator account for
your SAP BusinessObjects Enterprise
server. The default is Administrator
Password The password of the user account for your
SAP BusinessObjects Enterprise server.
Port No. The port number assigned to your SAP
BusinessObjects Enterprise server. The
default is 6400.
Secure Connection The administrator account authentication
type for your SAP BusinessObjects
Enterprise server. The default is Enterprise.
AR Server Administrative Logon Information page
Server Name The name of your AR System server.
Server Port The port number assigned to your
AR System server. The default is 0.
User Name The name of the administrative account for
your AR System server. The default is Demo
Password The password of the administrative
account for your AR System server.
BMC Remedy AR System Server Database Platform Selection window
The type of database Oracle or Microsoft SQL Server, and if
used by BMC Remedy Microsoft SQL Server, Windows
AR System Server authentication or Microsoft SQL Server
authentication
BMC Remedy AR System Server Database Information window
Database Server Host name of the AR System Server
(Oracle only) SID Oracle database SID; the default value is
Name ARSystem
(SQL Server only) Microsoft SQL Server instance name for the
Instance Name AR System server database.

(SQL Server only) Microsoft SQL Server database name for
Database Name the AR System Server. The default value is
ARSystem.
Database Port database port number; for Oracle, the
default value is 1521; for Microsoft SQL
Server, the default value is 1433
Database User AR System Server database user; the
default value is ARAdmin
Password Password for the AR System Server
database user
ProactiveNet Information page
ProactiveNet host The hostname of the ProactiveNet
name Performance Management server.
DBA user password Required if you do not use the default dba
(optional) user password.
Previous version of If you have an existing ITSM universe
ITSM universe and installed, select Yes so that you can view
reports the cross-functional reports.
BMC Performance Manager Portal information window
Host Name or IP Host name or IP Address of the BMC
Address Performance Manager Portal server
database.
Instance Name The database instance name used for the
BMC Performance Manager Portal server
database. By default, this value is BMCCDE.
Database Port Port number used by the BMC
Performance Manager Portal server
database. By default, the value is 1521.
Database User The database user name. By default, the
value is cde.
Password The password for the database user name.
BMC Impact and Event Management information window
Host Name or IP Host name or IP Address of the BMC
Address Event and Impact Management server
database.
Instance Name The database instance name used for the
BMC Event and Impact Management
server database. By default, this value is
BMCPDS.


Database Port Port number used by the BMC Event and
Impact Management server database. By
default, the value is 1521.
Database User The database user name. By default, the
value is pe.
Timezone and Locale page
Timezone Timezone setting to be used by the reports.
Locale (not required for BMC ProactiveNet
Performance Management) Locale used by
the reports.
3
Installing
Installing the BMC Analytics for BSM application requires several steps. This section
describes those steps and instructions for tasks that must be completed for installing
or upgrading the product.
Installing BMC Analytics for BSM

This section contains the recommended sequence and procedures for installing BMC
Analytics for BSM. The procedures and illustrations in this section demonstrate the
installation with SAP BusinessObjects Enterprise XI Release 3.1.
If you have a previous version of BMC Analytics for BSM installed, proceed to the
section Upgrading BMC Analytics for BSM on page 55.
Installation sequence
The following table contains the sequence for installing BMC Analytics for BSM.
Table 9: Installation sequence
Step Reference
1 Install the universe, reports, BMC Remedy Installing the BMC Analytics for BSM universe and
AR System forms, and database objects. reports on page 40
2 Create users on the SAP BusinessObjects Creating users on the SAP BusinessObjects Enterprise
Enterprise server. server on page 47
3 Import the universe into the SAP To configure the ODBC connection on page 49
BusinessObjects Designer tool.
4 Edit the connection to the database. To edit the connection to the database on page 51
5 Configure the universe parameters and To configure universe parameters and export the
export the universe. universe on page 52
6 Refresh the reports. To refresh the reports on page 61
Installing the BMC Analytics for BSM universe and reports

Use the information in this section to install theBMC Analytics for BSM universe and
reports.
Before you begin installing, you must have performed the following:
■ You must have installed the SAP BusinessObjects Enterprise server on the host.
■ If you are installing BMC Analytics for BSM on UNIX or Linux, ensure that you
set the following environment variables:
— DISPLAY must be set to a working X server display.
— LANG and LC_ALL environment variables must be set to "C".
■ The administrator account you use can have an SAP BusinessObjects Enterprise
authentication type of Enterprise, Windows Active Directory, or LDAP.
■ If you plan to install using BMC Atrium SSO authentication, ensure that your SAP
BusinessObjects Enterprise XI host is part of the DNS domain or subdomain of the
BMC Atrium SSO server host.
■ If you plan to install using BMC Atrium SSO authentication, because the
installation utility installs a new version 6.0 Tomcat server, you should stop and
disable the Tomcat service used by SAP BusinessObjects Enterprise. If you do not
stop the service, and the installation detects that port number 8080 is in use, it will
pick a different port number for the version 6.0 Tomcat server.
■ If you plan to report on BMC ProactiveNet Performance Manager, SAP

BusinessObjects Enterprise XI must be installed on Windows.
Note
The installation procedure in this section illustrates the installation procedure on a
Windows computer. The installation wizard pages that you see on UNIX or Linux
are similar.
To install the universe and reports
1 After extracting the files you downloaded from the EPD page, or if you obtained
the files on a DVD, start the installation program:
■ For Windows, double-click setup.cmd.
■ For UNIX or Linux, run ./setup.sh
2 Select the language that you want to use for the installation and click OK.
The welcome page appears.
3 Click Next.
The License Agreement window appears.
4 Review the license agreement, select I agree to the terms of the License
Agreement, and click Next.
The Directory selection window appears.
5 Click Browse to select another directory or accept the default value.
The default installation directory is C:\Program Files\BMC Software

\BMCAnalyticsForBSM.
6 Click Next.
The Installation Type Selection window appears.
7 Select one or more of the products that are installed in your environment and on
which you want to report. Click Next.
The BusinessObjects Information window appears.
Note
If SAP BusinessObjects Enterprise XI is installed on Windows, BMC ProactiveNet
Performance Manager is available for selection.
8 Select the version of SAP BusinessObjects Enterprise that is currently installed

and specify the BusinessObjects SDK directory.
By default, the SAP BusinessObjects Enterprise SDK is stored at C:\Program Files

\Business Objects\common\ version \java\lib where version is either 3.5 for
SAP BusinessObjects Enterprise XI R2 or 4.0 for SAP BusinessObjects Enterprise
XI R3 and R3.1. If you have version R3.1 installed, you must specify either Java if
you use Tomcat or .Net if you use Microsoft IIS.
9 Click Next.
The Authentication Method Selection page appears if you are installing on

Windows with SAP BusinessObjects Enterprise XI R 3.1 installed and if you
selected Java in step 8. If you are installing on UNIX or Linux, if you selected SAP
BusinessObjects Enterprise R2, or if you selected .Net in step 8, proceed to step 14.
10 If the Authentication Method Selection page appears, specify one of the following
authentication types and click Next:
■ SAP BusinessObjects Enterprise Authentication -- select this option if you want

to use the authentication type currently configured to access the SAP
BusinessObjects Central Management Console. Proceed to step 14.
■ BMC Atrium Single Sign-On Authentication -- select this option if you have
already installed the BMC Atrium Single Sign-On Server.
The Host Name Information page appears.
11 Specify the host name that you want report users to use when they access the
BMC Analytics for BSM product using a web browser. If users will use an alias
(BMCAnalytics.bmc.com, for example), you must specify it here. Click Next.
If you selected BMC Atrium Single Sign-On Authentication in step 10, the Atrium
Single Sign-On Information page appears. For all other scenarios, proceed to step
14.
12 Complete the Atrium Single Sign-On Information page as follows and click Next:
Field Description
Fully Qualified Host fully qualified host name of the BMC Atrium Single Sign-On server
Name
HTTPS Port Number HTTPS port number used by the BMC Atrium Single Sign-On server
Administrator Name user name for the BMC Atrium Single Sign-On server administrator
Administrator Password password for the BMC Atrium Single Sign-On server administrator
13 Click Next on the Apache Tomcat Application Server Information page.
14 Complete the Business Objects CMS Server Information page as follows:
Field Description
Business Objects CMS host name for the SAP BusinessObjects Enterprise CMS server; if you are
Server Name installing in a clustered environment, type the SAP BusinessObjects Enterprise
server name instead of the cluster name
User Name name of your SAP BusinessObjects Enterprise administrator account;

Administrator is the default value.
Password password for the SAP BusinessObjects Enterprise administrator account; by

default, this is a Null value.
Port No port number assigned to your SAP BusinessObjects Enterprise server; port 6400
is the default port number
15 Click Next to verify the connection to the SAP BusinessObjects Enterprise CMS
server.
If the product cannot verify the connection, a validation error is provided. Click
Previous to reenter the CMS Server information.
If the product detects a previous version of the ITSM universe or reports, you
receive a warning saying that the universe, database connection, and reports will
be overwritten. If you are upgrading from a previous version of the product, you
should cancel the installation, perform a backup of the previous version, then
delete the existing database connection, universe, and reports. If you proceed
without removing the objects, the installation will fail.
If you have already recorded your customizations to the reports and universe, or
if you use a linked universe, click Next and proceed to the next step. If you have
not yet recorded your customizations and you do not use a linked universe, click
Cancel to cancel the installation. Record your customizations and then restart the
installation.
16 Complete the dialogs that appear, according to the products you selected, using
the following instructions:
■ If you selected BMC Remedy IT Service Management, complete the following

fields and database type to enter the BMC Remedy AR System Server
Information, clicking Next to proceed to the subsequent dialogs:
Field Description
User Name user name for the administrator account for your BMC Remedy
AR System Server. The default value is Demo.
Password the password assigned to the administrator account for your BMC
Remedy AR System Server.
Port port number assigned to your BMC Remedy AR System Server. The
default value is 0.
AR Server Host Name host name for the BMC Remedy AR System Server
Field Description
Host Name or IP Address host name or IP address of the AR System Server
(Oracle only) SID Name Oracle database SID; the default value is ARSystem
(SQL Server only) Instance Microsoft SQL Server instance name for the AR System server database.
Name
(SQL Server only) Database Microsoft SQL Server database name for the AR System Server. The
Name default value is ARSystem.
Database Port database port number; for Oracle, the default value is 1521; for Microsoft
SQL Server, the default value is 1433
Field Description
Database User AR System Server database user; the default value is ARAdmin. If your
AR System Server database is Microsoft SQL Server and uses SQL Server
authentication, this user must be a member of the Local Administrators
Group.
Password Password for the AR System Server database user
Domain Name (SQL Server, domain of the BMC Remedy AR System Server database
Window Authentication only)
■ If you selected BMC ProactiveNet Performance Management, use the options

as follows to enter the ProactiveNet Performance Management Server
Information.
Option Description
Host Name Host name where the ProactiveNet Performance Management server is
installed.
DBA user password If your database uses a different dba user password than the default
password, enable this option and specify the password.
Previous version of ITSM If you have an existing ITSM universe installed, select Yes so that you can
universe and reports view the cross-functional reports.
■ If you selected BMC Performance Manager Portal (enabled for continuous data
export), use the options as follows to specify the database information.
Option Description
Host Name or IP Address Host name or IP Address of the BMC Performance Manager Portal server
database.
Instance Name The database instance name used for the BMC Performance Manager
Portal server database. By default, this value is BMCCDE.
Database Port Port number used by the BMC Performance Manager Portal server
Database User The database user name. By default, the value is cde.
■ If you selected BMC Event and Impact Management, use the options as follows
to specify the database information.
Option Description
Host Name or IP Address Host name or IP Address of the BMC Event and Impact Management
server database.
Option Description
Instance Name The database instance name used for the BMC Event and Impact
Management server database. By default, this value is BMCPDS.
Database Port Port number used by the BMC Event and Impact Management server
Database User The database user name. By default, the value is pe.
17 Click Next.
The Timezone Selection page appears.
18 Perform one of the following:
■ If you provided the BMC Remedy AR System Server information in step 16,
select the timezone and locale you want to use for the reports, and click Next.
The default timezone is GMT, and the default locale is EN.
■ If you provided just the BMC ProactiveNet Performance Management

information in step 16, select the local host timezone you want to use for the
dates and times displayed on the reports. The default timezone is GMT.
Note
If you provided the BMC Event and Impact Management or BMC Performance
Manager Portal information in step 16, the timezone selection page does not
appear. The reports for these products use the default timezone of GMT.
19 .Click Next.
The summary window appears.
20 Review the installation settings. If you want to change a setting, click Back to
navigate to the appropriate window, change the value, and click Next to return to
the Summary Information window.
21 Click Install.
The setup function begins the following processes:
■ copying files to the destination directory you specified
■ importing universe and report definitions into the CMS
■ importing a form into the BMC Remedy AR Server (if appropriate)
■ creating and populating objects in the database
■ copying over .gif files to the Images folder where you installed SAP
BusinessObjects Enterprise (for example, C:\Program Files\Business
Objects\BusinessObjects Enterprise 12.0\Images)
■ if you selected BMC Atrium SSO authentication, creating the service BSM
Analytics Tomcat
For a list of database objects, tables, and procedures created during the
installation, see Chapter 1 and BMC Analytics for Business Service Management
Reference Guide.
22 Click Next.
The confirmation page appears and notifies you of the installation completion
status. View the log to find out more information about a failed installation.
If you installed using BMC Atrium SSO authentication, the URL for the InfoView
appears on this page. The URL that appears is http://<fully qualified
BusinessObjects hostname>:<port>/logon/logon.do. If you installed using SAP
BusinessObjects authentication, the InfoView URL does not display.
23 Click Done to exit the wizard.

Verify that no errors occurred during the installation by reviewing the installation
logs and by verifying that all the objects were installed.
Verify the installation
1 Navigate to the following locations:
■ %temp% (current user temporary directory)
■ BMC Analytics Installation Directory\Logs (For example, C:\Program Files

\BMC Software\Analytics\Logs)
2 Review the installation logs and verify that there are no errors.
3 Review the list of installed objects in Chapter 1 and ensure that all of the items
were installed for your environment.
Creating users on the SAP BusinessObjects Enterprise server
Creating users on the SAP BusinessObjects

Enterprise server
This section contains procedures for creating users on the SAP BusinessObjects
Enterprise server.
Use the procedures in this section to create the following users:
■ User with View Only permission -- this user can view a BMC Analytics for BSM
report but cannot refresh, edit, or schedule the report
■ User with View on Demand permission -- this user can view, refresh, schedule,
and copy a BMC Analytics for BSM report, but cannot edit the report or create a
new report
You may choose to create one or both types of users. If you create both types of
users, you should create two separate groups for them, one group that will contain
the view only users and another for the view on demand users.
Note
For users to manage reports (for example, refresh data, schedule reports, and
generate new reports) in BMC Analytics for BSM, the account they use when they
log into SAP BusinessObjects Enterprise must be the same user as the user that has
access to the BMC product (BMC Remedy AR System user or the BMC ProactiveNet
Performance Management user, for example) and that resides on the BMC Atrium
SSO server (if you are using BMC Atrium SSO as your authentication). If the user
does not exist on the SAP BusinessObjects Enterprise server, you must create it.
BMC Remedy AR System users that belong to a particular company are set up in one
group, and then permissions are assigned individually to restrict or provide access
to the applications. Access to various reports, classes, and objects in the ITSM
universe is managed by creating similar users and groups on the SAP
BusinessObjects Enterprise server.
To create a View Only user on the SAP BusinessObjects Enterprise server
Creating users on the SAP BusinessObjects Enterprise server
3 In the Organize table, click Users and Groups.
The Users and Groups page appears.
4 Click Manage > New > New Group.
5 In the Create New User Group window that appears, specify a name and
description for the group that you create and click OK.
6 Navigate back to the Users and Groups area.
7 Click Manage > New > New User.
8 Complete the fields on the Create New User dialog and click Create & Close.
9 Navigate to the User List.
10 Right-click the new user and select Join Group.
11 In the Join Group: username dialog that appears, add the new user group to the
Destination Group list, and click OK.
12 Navigate to the Folders area.
13 Click All Folders, select Manage > Top Level Security > All Folders, and click
OK on the confirmation dialog.
14 In the User Security: Root Folder dialog that appears, click Add Principals.
15 In the Add Principals dialog that appears, move the view only group to the
Selected users/groups list and click Add and Assign Security.
16 In the Assign Security dialog, deselect the Inherit From Parent Folder option, add
the View access level and click OK.
To create a View on Demand user on the SAP BusinessObjects Enterprise server
1 Follow the steps above to create a new group and a new user, replacing references
to “view only” to “view on demand”. In step 16, select the View on Demand
access level instead of the View access level.
2 Navigate to the Universe area.
3 Right click ITSM, ProactiveNet, impact Portal, or Portal CDE, and select Manage
> User Security.
4 In the User Security: <universe> dialog that appears, click Add Principals.
Configuring the ODBC connection to BMC ProactiveNet Performance Management
5 In the Add Principals dialog that appears, move the new group to the Selected
users/groups list and click Add and Assign Security.
6 In the Assign Security dialog, deselect the Inherit from Parent Folder option,
move the View on Demand access level to the Assigned Access Levels list, and
click OK.
7 Navigate to the Connections area.
8 Right click ITSM, ProactiveNet, SIM, or CDE, and select Manage > User
Security.
9 In the User Security: <universe> dialog that appears, click Add Principals.
10 In the Add Principals dialog that appears, move the new group to the Selected
users/groups list and click Add and Assign Security.
11 In the Assign Security dialog, deselect the Inherit from Parent Folder option,
move the View on Demand access level to the Assigned Access Levels list, and
click OK.
Configuring the ODBC connection to BMC

ProactiveNet Performance Management
You must configure the ODBC connection to BMC ProactiveNet Performance
Management before you can configure the ProactiveNet database connection.
Before you begin
If your BMC ProactiveNet Performance Management server database is installed on

a Windows host, you must have installed the Sybase Adapative Server Anywhere
(ASA) 9.0.02 client on the SAP BusinessObjects host before performing this task. To
install the Sybase ASA client, use the files in the Utilities sub-folder of the BMC
ProactiveNet Performance Management 8.0 installation media.
To configure the ODBC connection
1 Choose Start > All Programs > Administrative Tools > Data Source (ODBC)
from the Windows Start menu.
The ODBC Data Source Administrator window appears.
2 Select the System DSN tab, and ensure that ASA Client 9.0.2 appears in the list of
system data sources.
Configuring universe parameters
3 Click Add and select Adaptive Server Anywhere 9.0.2 from the list of drivers.
4 Click Finish.
The ODBC Configuration for Adaptive Server Anywhere 9.0.2 dialog appears.
5 Select the Login tab and enter a valid user name and password (report, for
example).
6 Select the Database tab and enter the database server name (STORM_SVL-
ATRIUM-05, for example) and the database name (STORM_SVL-ATRIUM-05, for
example). Enable the option Stop database after last disconnect.
7 Select the Network tab. Enable the TCI/IP option and provide the host name
using the value host=<ProactiveNetServerHostName>:2638; for example,
host=SVL-ATRIUM-05:2638.
8 Select the ODBC tab and provide the data source name, for example, ASA_SVL-
ATRIUM-05.
9 Click Test Connection.
The message "Connection successful" appears if the connection is successful.
10 Click OK.

Before you can configure the universe parameters, you must import the universe and
edit the connection to the database.
Before you begin
If you are configuring a connection to the BMC ProactiveNet Performance

Management server database that is on a Windows platform, you must first install
the Sybase ASA client before performing these tasks. If your BMC ProactiveNet
Performance Management server database is on a UNIX host, you must install the
Sybase client before performing these tasks.
To import the universe
Enterprise > Designer from the Windows Start menu.
2 Select File > Import.
The Import Universe window appears.
3 Click Browse next to the Folder field, select the root database node, and then click
OK.
4 In the Universe Name column, select ITSM, ProactiveNet, ImpactPortal, or

PortalCDE.
5 Click OK.
6 Click OK on the confirmation dialog.
To edit the connection to the database
1 In the Designer window, select Tools > Connections.
The Wizard Connection window appears showing a list of available connections

to access data.
Figure 3: Wizard Connection window
2 Select the ITSM, ProactiveNet, SIM, or CDE connection.
3 Click Edit.
The edit connection window appears showing login parameters.
Figure 4: Edit connection window—Login Parameters
4 Complete the dialog, providing the values required to connect to your data
source.
5 Click Test Connection.
6 Once the connection is verified, click Next.
7 On the Configuration Parameters page, click Next.
8 On the Custom Parameter page, click Finish.
To configure universe parameters and export the universe
1 In the Designer window, select File > Parameters.
The Universe Parameters window appears showing the Definition tab.
Figure 5: Universe Parameters Window—Definition tab
2 Select a value in the Connection field that points to the BMC product database
instance that you want to use for creating reports.
3 Click the Controls tab.
The fields on the Control tab appear.
Figure 6: Universe Parameters Window—Control tab
Ensure that the Limit size of result set to check box is unchecked. This option
limits the number of rows that a query can return.
Ensure that the Limit execution time to check box is checked. The default value is
10. This option limits the execution time of a query to prevent users from
unknowingly executing queries that retrieve large amounts of data and cause a
reduction in system performance.
4 Click the SQL tab.
The fields on the SQL tab appear.
Figure 7: Universe Parameters Window—SQL tab
5 Ensure that the Prevent option is selected in the Cartesian Products group box to
prevent cartesian products in your query results.
6 Click the Parameter tab.
The fields on the Parameter tab appear.
Figure 8: Universe Parameters Window—Parameter tab
7 Make sure the value of the ANSI92 parameter is set to Yes so the universe returns
the correct query results.
8 Click OK.
9 Click Save.
10 Select File > Export.
Upgrading BMC Analytics for BSM
11 The Export Universe window appears.

Figure 9: Export Universe window
12 Select appropriate universe.
13 Click OK.
14 Click OK on the confirmation dialog.
15 Close the BusinessObjects Designer tool.

This section presents two options for upgrading BMC Analytics for BSM.
The upgrade procedure you use depends on if you use the linked universe feature:
■ If you use a linked universe, you can upgrade the product to replace the master
universe. In that scenario, your customizations are maintained in your linked
universe. You then perform an extra step to reestablish the link between the
updated master universe and the linked universe.
■ If you do not use the linked universe feature, be aware that the product does not
upgrade any customizations that you have performed. If you have customized the
universe or reports, you must perform manual steps to reapply any
customizations after the upgrade. After reapplying your customizations, BMC
Software recommends that you create a linked universe so that you do not have to
manually reapply the customizations for a future upgrade.
WARNING
If you do not use the linked universe, back up your existing version 2.0x, 2.5x, or 7.6x
reports and universe before proceeding with the upgrade. See To back up the
existing universe on page 57 for more information. Installing the 7.6.04 version of
the product overwrites the reports and ITSM universe. If you modified the version
2.0x, 2.5x, or 7.6x universe or reports, your customizations will also be overwritten.
Ensure that you have recorded any customizations that you want to preserve before
proceeding with the upgrade.
Use the procedures listed in one of the following tables to upgrade the product.
Table 10: Upgrading the product if you use a linked universe
Step Procedure Reference
1 Uninstall the previous version of the product and Uninstalling BMC Analytics for BSM on
remove the universe, connection, reports. Remove page 105
the ANA:Fiscal_Calendar form if you are
connected to BMC Remedy AR System.
2 If you integrated BMC Analytics for BSM version “To configure the BMC Atrium SSO
7.6.01 with BMC Atrium SSO, disable the Tomcat environment for upgrading” on page 59
service and delete the BMC Atrium SSO web agent
from the BMC Atrium SSO server
3 Install version 7.6.04 of BMC Analytics for BSM. To install the universe and reports on page
40
4 Load the ANA:Fiscal_Calendar form and/or To load the ANA_FISCAL_CALENDAR
populate the ANA_FISCAL_CALENDAR table. table on page 64
5 Recreate the link and validate the linked universe. “To relink and validate the linked
universe” on page 59
Table 11: Upgrading the product if you do not use a linked universe
1 Record customizations to version 2.0x, 2.5x, or To record customizations to the universe and
7.6.x universe and reports (if not already done). reports on page 57
2 Back up the existing 2.0x, 2.5x, or 7.6.x universe if To back up the existing universe on page 57
you have performed any customizations.
3 Back up the existing 2.0x, 2.5x, or 7.6.x reports if To back up the reports on page 58
you have performed any customizations.
4 Uninstall the previous version of the product and Uninstalling BMC Analytics for BSM on page
remove the universe, connection, and reports. 105
5 If you integrated BMC Analytics for BSM version “To configure the BMC Atrium SSO
7.6.01 with BMC Atrium SSO, you must disable environment for upgrading” on page 59
the Tomcat service and delete the BMC Atrium
SSO web agent from the BMC Atrium SSO server
6 Install version 7.6.04 of BMC Analytics for BSM. To install the universe and reports on page 40
7 Load the ANA:Fiscal_Calendar form and/or To load the ANA_FISCAL_CALENDAR table
populate the ANA_FISCAL_CALENDAR table. on page 64
8 Reapply any customizations. To reapply customizations to the universe and
reports on page 59
To record customizations to the universe and reports
1 If you have not already recorded customizations to the version 2.0x, 2.5x, or 7.6x
universe and reports, you can use the templates provided in BMC Analytics for
Business Service Management Reference Guide as a guideline.
To back up the existing universe
1 Log into the Designer tool.
2 Select File -> Import.
3 From the Import Universe window, select the Universe and click OK
4 Select File -> Parameters.
5 Using the Name field in the Universe Parameters window, change the universe
name to <universe> - BACK UP.
6 Click OK.
7 In the Save As dialog, update the file name in the File name field as <universe> -
BACK UP.unv.
8 Click Save.
9 Select File -> Export.
10 In the Export Universe dialog, select <universe> - BACK UP universe and click
OK.
To back up the reports
BMC recommends that you include the universe when you back up the reports, so
this procedure includes the universe in the backup. If you are backing up just the
universe, refer to the previous procedure.
1 Using Windows Explorer, create a new empty file named <universe>-BACK.biar

file in a directory you create as a backup directory.
2 Launch the BusinessObjects Import Wizard by selecting Start > Programs >
Business Objects XI Release 3.1 > Business Objects Enterprise > Import Wizard.
3 The Import Wizard appears.
4 On the welcome page of the Import Wizard, click Next.
5 On the Source environment page, specify the source CMS environment for the
backup and a user name and password. The user you provide must have
permissions to access the universe and reports.
6 Click Next.
7 On the Destination environment page, specify the file that you created in step 1
and click Next.
8 In the select objects to import page, select the following repository objects and
click Next:
■ Import folders and objects (including all objects in that category)
■ Import universes
9 Click Next on the wizard page providing a note about importing objects that have
rights attached to them.
10 Click Next on the Custom access level page.
11 In the Folders and objects page, select the folder for the reports that you want to
back up and click Next.
12 In the Import options for universes and connections page, select the third option,
Import the universes and connections that the selected Web Intelligence and
Desktop Intelligence documents use directly and click Next.
13 In the Universe folder and universes page, ensure that the universe that you want
to back up is selected, and click Next.
14 In the Import options for publications page, click Next.
15 Click Finish on the Ready to import page.
16 On the Import Progress dialog, click View Detail Log.
17 In the Detail Log dialog, ensure that the Details box indicates that the universe
was successfully copied and click OK.
18 In the Import Progress dialog, click Done.
To configure the BMC Atrium SSO environment for upgrading
1 Stop and disable the Tomcat version 6.0 server that you installed during the BMC
Analytics for BSM version 7.6.01 installation.
2 Launch the BMC Atrium SSO server using the URL https://<hostname>:<port>/
atriumsso and an account with administrator privileges.
3 Select the Access Control tab.
4 In the Realms list, click /(Top Level Realm).
The /(Top Level Realm) - Properties page appears.
5 Select the Agents tab and then the J2EE tab.
The list of J2EE agents appears.
6 Select the J2EE agent for the BMC Analytics for BSM host and click Delete.
The J2EE agent is removed from the list.
To reapply customizations to the universe and reports
1 Reapply any customizations that you want to use in the new version of the
product. See Chapter 5 for more information about universe and report
customizations.
To relink and validate the linked universe
1 Log into the SAP BusinessObjects Designer tool.
2 Import the linked universe.
3 Select Edit > Links.
The Universe Parameters dialog appears.
Refreshing the reports
4 Select the Links tab and click Add Link.
The Universe to Link dialog appears.
5 Select the upgraded "master" universe and click Open.
6 Validate the order of the objects in the linked universe and reorder the objects
within the class if necessary.
When moving existing objects, do not change the class to which they belong as
this will invalidate the reports that are using these objects.
7 If there are conflicts in the names of classes, objects, conditions, or tables, update
the names as appropriate so that the universe is in a valid state. For example, you
may have to rename objects that have been named as object_name(1)
8 Refresh all of the preconfigured and custom reports which use objects from the
master and linked universes to make sure they are all valid and returning the
right results.

After loading the ANA_FISCAL_CALENDAR table, and before you can view the
updated data within each report, you must refresh the reports by logging into the
BusinessObjects InfoView tool, opening each report, and clicking the Refresh button.
To log onto the BusinessObjects InfoView tool
1 Launch the BusinessObjects InfoView tool.
The Log On to InfoView window appears.
Note
If you are using BMC Atrium SSO, use the following URL: http://<fully qualified
BusinessObjects host name>:<port>/logon/logon.do. If you attempt to launch
InfoView using the Start > Programs menu, it will not launch.
2 Enter the user name and password of the user that exists in both BMC Remedy
AR System and on the SAP BusinessObjects Enterprise server (and in the BMC
Atrium SSO server if you are using BMC Atrium SSO).
This is the same user you created in the section Creating users on the SAP
BusinessObjects Enterprise server on page 47.
3 Click Log On.
To refresh the reports
1 From the BusinessObjects InfoView Manager, open the Document List folder and
expand the Public Folders folder on the Folders tab.
The subfolders of the Public Folders folder appear.
2 Expand the BMC Analytics for BSM folder.
The report categories within the BMC Analytics for BSM folder are displayed.
3 Click a report category folder to display the reports within it.
The list of reports for the category appears in the workspace panel.
4 Open a report.
5 Click the Refresh Data button.
The data that the logged on InfoView user has permission to see in the BMC
Remedy ITSM application is returned
4
After you install
Use the information in this section to perform postinstallation procedures.
Postinstallation tasks
This section lists the tasks that are performed after installing BMC Analytics for BSM.
Depending on the BMC Software product on which you are reporting, the
postinstallation tasks vary. The following table lists the tasks and the conditions for
performing the tasks. These tasks can be performed in any order.
Condition Task
If you are reporting on BMC Populating the ANA_FISCAL_CALENDAR on page 66
ProactiveNet Performance
Management, BMC Impact and
Event Management, or BMC
Performance Manager Portal
If you are reporting on BMC Modifying the event operation history data collection schedule on
ProactiveNet Performance page 67
Management
If you are reporting on BMC “Configuring BMC Analytics for BSM to report on multiple BMC
ProactiveNet Performance ProactiveNet Performance Management instances ” on page 78
Management and want to report on
multiple installations
If you are reporting on BMC Cloud Loading the ANA_FISCAL_CALENDAR table on page 64
Lifecycle Management, BMC
Atrium CMDB, or BMC IT Service
Management applications
If you want to simplify the upgrade Linking the universes on page 68
process by creating a linked universe
If you are reporting on BMC Updating the CHG_STATUS_HISTORY table on page 70
Remedy Change Management or
the Release Management module of
BMC Remedy Change Management

Loading the ANA_FISCAL_CALENDAR table
Condition Task
If you are reporting on BMC Atrium Populating the DENORMALIZE_BSM_RELATIONSHIPS table to
CMDB service models report on business service models on page 73
If you want to add new objects and Adding new classes and objects to the universe on page 76
classes to the ITSM universe
If you want to update the ITSM Modifying the ANA_FISCAL_CALENDAR table on page 77
fiscal calendar
If you use BMC Analytics for BSM Configuring the BMC Remedy IT Service Management home page to
with BMC Remedy OnDemand launch BMC Analytics for BSM on page 77
If you want to modify the existing Modifying the installation on page 80
installation

After you install BMC Analytics for BSM, you must manually load the
ANA_FISCAL_CALENDAR table into the BMC Remedy AR System database. If you
have connected to any other BMC application database, this task does not apply to
you.
To load the ANA_FISCAL_CALENDAR table
1 Log into BMC Remedy Mid Tier.
2 Click the ANA:Fiscal_Calendar link in the Quick Links area.
3 Click New.
The ANA:Fiscal_Calendar form opens in the New mode.
Figure 10: ANA:Fiscal_Calendar window
4 In the Start Year field, enter the value of the year that you want to be the start year
of the fiscal calendar.
The year you enter must be equal to or later than the year 1970 and must be less
than the year 2037.
5 In the No of Years field, type a value that represents the duration of the fiscal
calendar.
For example, if you entered 2008 as a start year and you want the fiscal calendar
to end 10 years from the start time, you would enter a value of 9.
6 (optional) In the Start Month field, select the month that you want to be the start
month of the fiscal calendar, where the number 01 represents January, 02
represents February, and so on.
For example, if you wanted the fiscal calendar to run from April 2008 until March
2018, you would enter the following values:
Start year: 2008
No of Years: 9
Start Month: 04
7 Click Load Calendar.

Populating the ANA_FISCAL_CALENDAR
The Populate_Fiscal_Calendar stored procedure runs, which updates the read-

only fiscal calendar fields at the bottom of the form and the underlying table in
the AR System database.
8 Close BMC Remedy Mid Tier.
Populating the ANA_FISCAL_CALENDAR

If you are reporting on BMC ProactiveNet Performance Management, BMC Impact
and Event Management, or BMC Performance Manager Portal, you must manually
populate the fiscal calendar after installing the product.
If you are reporting on BMC Remedy ITSM, this procedure does not apply to you.
You should instead refer to .
Populating the fiscal calendar allows your reports to be synchronized with the fiscal
calendar of your business. To populate the fiscal calendar, use the following
procedure to update the table ANA_FISCAL_CALENDAR. For more information on
the information stored in this table, see the BMC Analytics for BSM Reference Guide.
To populate the ANA_FISCAL_CALENDAR table
1 Execute the following command at the SQL prompt to execute the program:
SQL>EXECUTE Populate_Fiscal_Calendar
<CalendarStartYear>,<NumberOfYears>,<CalendarStartMonth>;
Enter values for each of the following parameters:
■ <CalendarStartYear>--the value of the year that you want to be the start year of
the fiscal calendar. You must enter a value from 1970 to 2037.
■ <NumberOfYears>--a value that represents the duration of the fiscal calendar.

For example, if you entered 2009 as a start year and you want the fiscal
calendar to end 2 years from the start time, you would enter a value of 2.
■ <StartMonth>--the month that you want to be the start month of the fiscal
calendar, where the number 1 represents January, 2 represents February, and
so on. If you entered 5 for May, the first date appearing on the report is May 1st.
Example
For example, if you wanted the fiscal calendar to run from April 2009 through
March 2012, you would enter the following command:
SQL>EXECUTE Populate_Fiscal_Calendar 2009,3,4;
Modifying the event operation history data collection schedule
Modifying the event operation history data

collection schedule
This section contains information about modifying the event operation history data
collection schedule.
The event operation history process PC_PROCESS_EVENT_DATA is initiated by the

event EVENT ANA_OP_HISTORY_SYNC. The event EVENT
ANA_OP_HISTORY_SYNC runs daily at the time specified in the schedule
ANA_OP_SYNC_NIGHTLY_RUN.
By default, the event EVENT ANA_OP_HISTORY_SYNC is scheduled to run at 6:35

PM each day. However, you can modify the schedule if this time is not appropriate
for your environment. Use one of the following two methods to modify the schedule
ANA_OP_SYNC_NIGHTLY_RUN:
■ Change the schedule using Sybase Central. Select Events >

ANA_OP_HISTORY_SYNC and modify the schedule using the Event Properties
dialog.

Linking the universes
■ Log into the Sybase server using database administrator privileges and modify
the DDL using the following command example, where you specify the start time
and frequency:
ALTER EVENT ANA_OP_HISTORY_SYNC
SCHEDULE ANA_OP_SYNC_NIGHTLY_RUN
START TIME '10:00PM' EVERY 24 HOURS
HANDLER
BEGIN
CALL PC_PROCESS_EVENT_DATA()
END

This section contains the procedure for linking two universes.
Note
Once you link two universes, you should not have to perform this task again. If you
already have a linked universe and are upgrading to a new version of the product
see Upgrading BMC Analytics for BSM on page 55.
If you are planning to customize the universe, BMC Software recommends that you
create an empty copy of your universe, link the copy to your original ("master")
universe, then apply your customizations to the new linked universe. That way,
when product enhancements are available, you can overwrite the master universe
instead of overwriting your customizations. For instructions on how to create a copy
of your universe, see "To create an empty copy of a universe below". For information
on how to link the universes, see the following procedure.
To link universes
2 Import the new empty universe that you created in the procedure below or the
universe that you want to serve as your linked universe.
3 Select Edit > Links.
The Universe Parameters dialog appears.
4 Select the Links tab and click Add Link.
The Universe to Link dialog appears.
5 Select the "master" universe and click Open. If you are linking the universes for
the purpose of maintaining customizations, you would select the installed ITSM
universe, the ProactiveNet universe, the ImpactPortal universe, or the PortalCDE

universe.
This adds a link to the master universe and adds the master universe structure
into the new linked universe as shown below. The following figure shows the
structure of the ITSM universe added into the structure of a new empty universe
that is used for storing customizations. Note also that the ITSM universe structure
is gray and cannot be modified from within the linked universe, as it is just a
logical representation.
6 Export the linked universe by clicking File > Export.
To create an empty copy of a universe
2 Import the universe.
3 Delete all the tables, views, derived tables, joins, contexts, classes, objects, and
conditions using the options listed below. Do not delete the database connection.
■ Delete the tables, joins, and contexts by selecting View > List Mode, selecting
all the tables in the list, then selecting Cut from the context menu.
■ Delete the objects, classes, and conditions by selecting all the objects and classes
in the Objects and Classes view and selecting Cut from the context menu.

Customizing the ITSM universe for reporting on Change Management
■ Delete the derived tables by selecting Tools > List of Derived Tables, selecting
all the tables in the list, and selecting Remove.
4 Test the database connection by selecting Tools > Connections, and verify that the
database server is responding.
5 Rename the universe by selecting File > Save As. Use a different name than the
master universe.
Do not select the option Save for all users. Since the universe is a secured
connection, this option is not valid.
Customizing the ITSM universe for reporting

on Change Management
The information in this section applies to you only if you are using BMC Analytics
for BSM to report on the Change Management function.
WARNING
You should record any customization that you make to the ITSM universe. See ITSM
universe customizations on page 87 for more information. BMC Software
recommends that you customize the linked universe rather than the master universe
so that your customizations do not get overwritten during an upgrade.
Updating the CHG_STATUS_HISTORY table

If you are using BMC Analytics for BSM to report on BMC Change Management,
you must use the Designer tool to customize the ITSM universe by updating the
derived table CHG_STATUS_HISTORY with the correct schema ID.
To update the CHG_STATUS_HISTORY table
1 Perform the following query on the BMC Remedy AR System database:
select schemaID from arschema
where name=‘CHG:Infrastructure Change’
The query returns the schemaID for the form ‘CHG:Infrastructure Change’, for
example, 1111.
2 Using BusinessObjects Designer, import the ITSM universe.
3 Select Tools > List of Derived Tables.
4 In the List of Derived Tables dialog, select the table CHG_STATUS_HISTORY

table from the list of tables and click Edit.
5 In the Derived Tables window, modify the SQL expression by replacing all 13
instances of FROM h1199 name with the schemaID returned in Step 1 on page 70.
Use the following example, if the schemaID from Step 1 is : 1111
SELECT entryid,'Draft' AS Status_Value,T0 AS UpdatedTime,U0 AS

UpdatedBy,DATEDIFF(ss,dbo.fn_adjusted_date(T0),dbo.fn_adjusted_date(T1))
AS TimeSpend_In_Seconds
FROM h1199 where T0 is not null
becomes
SELECT entryid,'Draft' AS Status_Value,T0 AS UpdatedTime,U0 AS

UpdatedBy,DATEDIFF(ss,dbo.fn_adjusted_date(T0),dbo.fn_adjusted_date(T1))
AS TimeSpend_In_Seconds
FROM h1111 where T0 is not null
6 Click Check Syntax.
7 Click OK on the Derived Tables window.
8 Click OK on the List of Derived Tables dialog.
9 Click Save.
The Export Universe window appears.
11 Select the ITSM universe.
12 Click OK.
Modifying object properties for Change Management reports

If you are using BMC Analytics for BSM to report on the Change Management
function in a single sign-on environment, and you wish to view the related Change
Management record using the hyperlink in the Change Managment report, you must
use the Designer tool to customize the ITSM universe by updating the properties of
some of the objects in the ITSM universe. BMC Software recommends that you

customize the linked universe rather than the master universe so that your
customizations do not get overwritten during an upgrade.
Note
This procedure is required to enable the hyperlinks to the BMC Remedy Mid-Tier in
the Change Management reports to work. The hyperlinks in these reports are
available only in a single sign-on environment.
To modify properties for Change Management objects
2 Navigate to Change Management > Change Management Reporting Objects

folder.
The list of objects appears.
3 Using the following table as a guide, modify the properties of the objects listed by
right-clicking on the object, selecting Object Properties from the menu and
updating the value in the Select field.
Object Value
AR Server BMC Remedy AR System server name in your environment
Web Server BMC Remedy Mid Tier server name in your environment
4 Save the ITSM universe.
7 Click OK.
Populating the DENORMALIZE_BSM_RELATIONSHIPS table to report on business service models
To modify properties for Release Management objects
2 Navigate to Change Management > Release Management Reporting Objects

folder.
The list of objects appears.
3 Using the following table as a guide, modify the properties of the objects listed by
right-clicking on the object, selecting Object Properties from the menu and
updating the value in the Select field.
Object Value
AR Server BMC Remedy AR System server name in your environment
Web Server BMC Remedy Mid Tier server name in your environment
4 Save the ITSM universe.
7 Click OK.
Populating the
DENORMALIZE_BSM_RELATIONSHIPS table to
report on business service models
You must populate the DENORMALIZE_BSM_RELATIONSHIPS table before you
can report on the business service models using the reports C02 - Business Services
Supported by a CI and C03 - Business Service Profile.
A business service model is an extensible system that defines the various resources
that deliver business services, models their behaviors and functional relationships,
and manages the delivery of the resulting services. BMC Analytics for BSM supports
three types of analysis on the business service models in BMC Atrium CMDB:
Business Service Profile analysis, Impact analysis, and Ad hoc analysis.

The ITSM universe has all the data elements that are related to the business service
models exposed as part of the classes, objects and conditions. This will enable the
business user to perform ad hoc analysis on the business service models in tandem
with the data coming from other modules. Specifically, the business user will be able
to do cross-functional reporting from the business service model to BMC Remedy
Incident Manager, BMC Remedy Change Manager and other modules in the ITSM
universe.
Before you can view the preconfigured reports for the business service model, you
must manually run the procedure to populate the
DENORMALIZE_BSM_RELATIONSHIPS table and then refresh reports C02 -
Business Services Supported by a CI and C03 - Business Service Profile. The
procedure should be run any time after updating the relationships. You should
schedule the procedure to run weekly or daily.
For more information about business service models and the

DENORMALIZE_BSM_RELATIONSHIPS table, see the BMC Analytics for Business
Service Management Reference Guide.
Before you run the procedure

Before you can run the procedure, you must have all the rights to compile and run
the database package, and the business service must be at the root level.
Consider the following points about the procedure:
■ The PC_DENORMALIZE_BSM_RELATIONSHIPS procedure takes the dataset ID

as input and considers the business services and relationships under that
datasetid. If you do not specify a dataset ID, the procedure uses the default golden
dataset BMC.ASSET.
The procedure will only work for CI’s which belong to the class
BMC_BUSINESSSERVICE as the root of the acyclic graph.
■ The procedure will not insert business services which will have cyclic graphs.
■ The procedure does not consider the CI’s that are marked as deleted in the
relationships table.
■ The procedure considers business services that are at the root level. If a business
service is a child of any CI, it will not be considered. But if the business service
(for example, IT Payroll Service) is a part of the tree and the ultimate parent for
the tree is Business Service (for example, Payroll Service), it is added in to the
DENORMALIZE table and displayed on the report as a child service of the
ultimate parent service (for example, Payroll Service)
■ The procedure deletes all the records from the database and reloads them again.
There is no incremental loading of data.
Running the procedure

Run the PC_DENORMALIZE_BSM_RELATIONSHIPS procedure to populate the
DENORMALIZE_BSM_RELATIONSHIPS table.
Execute the following command at the SQL prompt to execute the program. If you
do not specify a dataset ID, the product defaults to BMC.ASSET:
SQL>EXECUTE ARADMIN.PKG_BSM_RELATIONSHIPS.DENORMALIZE_BSM_RELATIONSHIPS();
The following example uses the DISCOVERY dataset.
SQL>EXECUTE
ARADMIN.PKG_BSM_RELATIONSHIPS.DENORMALIZE_BSM_RELATIONSHIPS(‘DISCOVERY’);
The PC_DENORMALIZE_BSM_RELATIONSHIPS procedure calls the

PC_BSM_RELATIONSHIPS_TRAVERSAL procedure and traverses one business
service at a time in a recursive mode. At the same time, the procedure adds the node
order and node level used in the universe and for reporting purposes. If the
procedure identifies cyclic graph (loop) at any level for this business service, then it
will not consider any CI’s and relationships under that business service.
Following is the pseudo code for the PC_DENORMALIZE_BSM_RELATIONSHIPS

procedure:
PROCEDURE PC_DENORMALIZE_BSM_RELATIONSHIPS (DATASETID default 'BMC.ASSET')

BEGIN Procedure
Delete rows in the table DENORMALIZE_BSM_RELATIONSHIPS
where the datasetid=DATASETID and markasdeleted is null;
Select all the CI’s which are Business Services and which are the root
level
For Each Business Service

Loop
Execute the procedure PC_BSM_RELATIONSHIPS_TRAVERSAL
End Loop
END Procedure
Following is the pseudo code for the PC_BSM_RELATIONSHIPS_TRAVERSAL

procedure.
Procedure PC_BSM_RELATIONSHIPS_TRAVERSAL (nodeid, DATASETID default

'BMC.ASSET')
BEGIN Procedure
Select all the children for the SourcenodeCIID, datasetid parameters;
If Cyclic loop Exit;
Set nodeorder = nodeorder + 1;
For each child for the sourcenodeid
Loop
Set the values for the columns in the table;
Insert values into the DENORMALIZE_BSM_RELATIONSHIPS table;

Adding new classes and objects to the universe
Increment the Node Level;

-- Next statement is the recursive call to the same procedure
Execute procedure PC_BSM_RELATIONSHIPS_TRAVERSAL;
End Loop
END Procedure
For more information about business models and the reports, see the BMC Analytics
for Business Service Management Reference Guide.
Adding new classes and objects to the universe

You can use the BusinessObjects Designer tool to extend and customize the linked
universe by adding classes and objects as needed. For example, if you change the
data type or data structure of configuration items in the BMC Atrium CMDB, BMC
Remedy ITSM applications, or in BMC ProactiveNet Performance Management, you
must extend the universe to include these changes in BMC Analytics for BSM before
you can use them in report definitions.
Note
Adding new classes and objects to the universe is subject to the BMC Software
customization policy, available at http://www.bmc.com/support/customization-
policy.html . Only system administrators with SAP BusinessObjects Enterprise
experience should delete or hide classes within folders for individual BMC Remedy
ITSM applications. If you are not familiar with SAP BusinessObjects Enterprise,
contact BMC Software Professional Services for assistance. You should also record
any customizations to the ITSM universe. See Customization best practices for more
information.
Before you begin:
■ Back up the universe shipped with BMC Analytics for BSM.
■ Ensure that you have created a linked universe. For more information, see Linking
the universes on page 68.
■ Create a new class (folder) to host all the classes and objects that you plan to add.
Do not modify or delete any existing classes and objects in the universe.
■ Do not modify or delete any existing tables or table joins in the logical model.
Also, make sure that any tables you add are differentiated by using an
appropriate naming convention.
■ Do not modify or delete any of the hierarchies in the universe.
Modifying the ANA_FISCAL_CALENDAR table
WARNING
If you customize the universe that is shipped with the BMC Analytics for BSM
product, your customizations will be overwritten during an upgrade. BMC Software
recommends that you modify the linked universe instead.
See the BusinessObjects Enterprise XI Designer's Guide for more information about
using the BusinessObjects Designer tool to add new classes and objects to a universe.
Modifying the ANA_FISCAL_CALENDAR table

Occasionally, you might want to modify the parameters in the
ANA_FISCAL_CALENDAR table and rerun the stored procedure to transfer any
changes to the AR System database. See the BMC Analytics for Business Service
Management Reference Guide for more information on this task.
Configuring the BMC Remedy IT Service

Management home page to launch BMC
Analytics for BSM
If you are using BMC Analytics for Business Service Management with BMC
Remedy IT Service Management On Demand, you must configure the BMC Remedy
IT Service Management home page to launch the BMC Analytics for BSM product.
Before you begin
Before you perform the steps in this procedure to configure the link, you must meet
the following requirements:
■ You must have installed and configured BMC Analytics for BSM. If you have not
performed that task, you receive a message instructing you to install and
configure the product.
■ The account you use must have administrator privileges to the BMC Remedy IT
Service Management home page.
After completing this task, the SAP BusinessObjects logon screen will launch in a
new browser window.

Configuring BMC Analytics for BSM to report on multiple BMC ProactiveNet Performance Management instances
To configure the link to launch BMC Analytics for BSM
1 Using BMC Remedy Developer Studio, open Active Link Guide

"ANA:Analytics:OpenURLGuide."
2 In the Entry Point section, change the start Active linkk from
"ANA:Analytics:Message" to "ANA:Analytics:OpenURL."
3 Change the Active Link Guide Permission from Public Hidden to Public Visible.
4 Save the active link guide.
5 Open Active Link "ANA:Analytics:OpenURL."
6 In the if actions Run Process action, provide one of the following URLs where the
hostname value is the host where SAP BusinessObjects is installed, and port is the
port number used by SAP BusinessObjects:
■ http://<hostname>:<port>/InfoView/logon.jsp.
■ (If you use BMC Atrium SSO) http://<fully qualified BusinessObjects server
name>:<port>/InfoViewApp/logon/logon.do
7 In the if actions Run Process action, replaceChange the Execution Options from
"Disabled" to "Enable".
8 Save the active link.
9 Restart the BMC Remedy Mid Tier server.
Configuring BMC Analytics for BSM to report

on multiple BMC ProactiveNet Performance
Management instances
To report on multiple BMC ProactiveNet Performance Management instances, use
the following procedure to create additional universes:
1 Install the BMC Analytics for BSM product.
2 Use the SAP BusinessObjects Designer tool to create a copy of the ProactiveNet
universe for each additional BMC ProactiveNet Performance Management
instance for which you want reports.
Configuring BMC Analytics for BSM to report on multiple BMC ProactiveNet Performance Management instances
3 Update the database connection for each of the universe copies to point to the
appropriate databases.
4 Ensure that the BMC Analytics for BSM database objects are in all of the BMC
ProactiveNet Performance Management instances. For each additional BMC
ProactiveNet Performance Management installation, navigate to the installation
directory, obtain the sql files path <InstallationDirectiory/DB_Scripts/sybase>, and
run the scripts in the following order:
a PC_CLEANUP_OP_HISTORY_SYBASE.sql
b DROP_ANA_OBJECTS_SYBASE.SQL
c ANA_EVENT_OP_TEMP_HISTORY_DDL_SYBASE.sql
d ANA_EVENT_OP_HISTORY_VIEW_DDL_SYBASE.sql
e ANA_FIELD_ENUM_VALUES_DDL_SYBASE.sql
f ANA_FISCAL_CALENDAR_DDL_SYBASE.sql
g ANA_LASTRUN_CNTL_DDL_SYBASE.sql
h ANA_TIMEZONE_INFO_DDL_SYBASE.sql
i ANA_FIELD_ENUM_VALUES_DML_SYBASE.sql
j ANA_LASTRUN_CNTL_DML_SYBASE.sql
k ANA_TIMEZONE_INFO_DML_SYBASE.SQL
l FN_ADJUSTED_DATE_SYBASE.sql
m FN_GET_EPOCH_DATE_SYBASE.sql
n PC_POPULATE_FISCAL_CALENDAR_SYBASE.sql (For more information

about running this script, see Chapter 4, "After you Install".)
o PC_PROCESS_EVENT_DATA_SYBASE.sql
p PC_ EVENT_OP_HISTORY_TRAVERSAL_SYBASE.sql
q PC_POPULATE_EVENT_OP_HISTORY_SYBASE.sql (For more information

about running this script, see Chapter 4, "After you Install".)
r PC_REFRESH_VIEW_STRUCTURE_SYBASE.sql

Modifying the installation
s ANA_EVENT_OP_HISTORY_SCHEDULE_SYBASE.sql
t ANA_GRANT_DCL_SYBASE.sql
5 Use the SAP BusinessObjects Web Intelligence tool to create a report that includes
objects from each universe.
6 Use the SAP BusinessObjects merge dimension features to join the data from the
universes.

Use the installation utility to modify an existing BMC Analytics for BSM installation.
When you modify the installation, you can perform the following updates:
■ Specify additional BMC products on which you want to report
■ Modify the SAP BusinessObjects SDK or connection information
■ Reconfigure the current authentication type
■ Modify the hostname that users use to access the report
If you are reconfiguring your authentication type from SAP BusinessObjects

Authentication (Enterprise) to BMC Atrium SSO authentication, you must perform
the following before launching the installation utility:
■ you must have previously installed the BMC Atrium SSO server
■ because the installation utility installs a new version 6.0 Tomcat server, you
should stop and disable the Tomcat service used by SAP BusinessObjects
Enterprise. If you do not stop and disable the service, and the installation detects
that port number 8080 is in use, it will pick a different port number for the version
6.0 Tomcat server.
To modify the installation
1 From the product CD for your operating system, or from the directory where you
downloaded the product, start the installation program.
■ For Windows, double-click setup.cmd.
■ For UNIX or Linux, run setup.sh.
2 On the language page, select the appropriate language and click OK.
3 On the welcome page, click Next.
4 On the license agreement page, review the license, select I accept the terms of the
License Agreement, and click Next.
5 Click Next.
The Installation Type Selection window appears.
6 (Optional) Select a new product that you want to report on. Click Next.
Deselecting a product does not uninstall the universe or reports from your
existing installation. After you click Next, the BusinessObjects Information
window appears.
7 (Optional) Modify the SAP BusinessObjects SDK information.
By default, the SAP BusinessObjects Enterprise SDK is stored at C:\Program Files

\Business Objects\common\ version \java\lib where version is either 3.5 for
SAP BusinessObjects Enterprise XI R2 or 4.0 for SAP BusinessObjects Enterprise
XI R3 and R3.1. If you have version R3.1 installed, you must specify either Java if
you use Tomcat or .Net if you use Microsoft IIS.
8 Click Next.
The Authentication Method Selection page appears if you are installing on

Windows with SAP BusinessObjects Enterprise XI R 3.1 installed and if you
selected Java in step 7. If you are installing on UNIX or Linux, if you selected SAP
BusinessObjects Enterprise R2, or if you selected .Net in step 7, proceed to step 13.
9 If the Authentication Method Selection page appears, update the authentication

method by specifying one of the following authentication types and click Next:
■ SAP BusinessObjects Enterprise Authentication -- select this option if you want

to change from BMC Atrium SSO authentication to SAP BusinessObjects
Enterprise authentication. Proceed to step 13.
■ BMC Atrium Single Sign-On Authentication -- select this option if you want to
change from SAP BusinessObjects Enterprise authentication to BMC Atrium
SSO authentication.
The current authentication is indicated on the dialog. After you make your
selection and click Next, the Host Name Information page appears.
10 (Optional) Modify the host name that you want report users to use when they
access the BMC Analytics for BSM product using a web browser. If users will use
an alias (BMCAnalytics.bmc.com, for example), you must specify it here. Click
Next.

11 Complete the Atrium Single Sign-On Information page as follows and click Next:
Field Description
Fully Qualified Host fully qualified host name of the BMC Atrium Single Sign-On server
Name
HTTPS Port Number HTTPS port number used by the BMC Atrium Single Sign-On server
Administrator Name user name for the BMC Atrium Single Sign-On server administrator
Administrator Password password for the BMC Atrium Single Sign-On server administrator
12 Click Next on the Apache Tomcat Application Server Information page.
13 (Optional) Modify the options on the Business Objects CMS Server Information
page as follows:
Field Description
Business Objects CMS host name for the SAP BusinessObjects Enterprise CMS server; if you are
Server Name installing in a clustered environment, type the SAP BusinessObjects Enterprise
server name instead of the cluster name
User Name name of your SAP BusinessObjects Enterprise administrator account;

Administrator is the default value.
Password password for the SAP BusinessObjects Enterprise administrator account; by

default, this is a Null value.
Port No port number assigned to your SAP BusinessObjects Enterprise server; port 6400
is the default port number
14 Click Next to verify the connection to the SAP BusinessObjects Enterprise CMS
server.
If the product cannot verify the connection, a validation error is provided. Click
Previous to reenter the CMS Server information.
If the product detects a previous version of the ITSM universe or reports, you
receive a warning saying that the universe, database connection, and reports will
be overwritten. If you are upgrading from a previous version of the product, you
should cancel the installation, perform a backup of the previous version, then
delete the existing database connection, universe, and reports. If you proceed
without removing the objects, the installation will fail.
If you have already recorded your customizations to the reports and universe, or
if you use a linked universe, click Next and proceed to the next step. If you have
not yet recorded your customizations and you do not use a linked universe, click
Cancel to cancel the installation. Record your customizations and then restart the
installation.
15 Complete or modify the options in the dialogs that appear, according to the
products you selected in the Information Type pane, using the following
instructions:
■ If you selected BMC Remedy IT Service Management, complete the following

fields and database type to enter the BMC Remedy AR System Server
Information, clicking Next to proceed to the subsequent dialogs:
Field Description
User Name user name for the administrator account for your BMC Remedy
AR System Server. The default value is Demo.
Password the password assigned to the administrator account for your BMC
Remedy AR System Server.
Port port number assigned to your BMC Remedy AR System Server. The
default value is 0.
AR Server Host Name host name for the BMC Remedy AR System Server
Field Description
Host Name or IP Address host name or IP address of the AR System Server
(Oracle only) SID Name Oracle database SID; the default value is ARSystem
(SQL Server only) Instance Microsoft SQL Server instance name for the AR System server database.
Name
(SQL Server only) Database Microsoft SQL Server database name for the AR System Server. The
Name default value is ARSystem.
Database Port database port number; for Oracle, the default value is 1521; for Microsoft
SQL Server, the default value is 1433
Database User AR System Server database user; the default value is ARAdmin. If your
AR System Server database is Microsoft SQL Server and uses SQL Server
authentication, this user must be a member of the Local Administrators
Group.
Password Password for the AR System Server database user
Domain Name (SQL Server, domain of the BMC Remedy AR System Server database
Window Authentication only)
■ If you selected BMC ProactiveNet Performance Manager, use the options as

follows to enter the ProactiveNet Performance Manager Server Information.
Option Description
Host Name Host name where the ProactiveNet Performance Manager server is installed.

Option Description
DBA user password If your database uses a different dba user password than the default
password, enable this option and specify the password.
Previous version of ITSM If you have an existing ITSM universe installed, select Yes so that you can
universe and reports view the cross-functional reports.
■ If you selected BMC Performance Manager Portal (enabled for continuous data
export), use the options as follows to specify the database information.
Option Description
Host Name or IP Address Host name or IP Address of the BMC Performance Manager Portal server
database.
Instance Name The database instance name used for the BMC Performance Manager
Portal server database. By default, this value is BMCCDE.
Database Port Port number used by the BMC Performance Manager Portal server
Database User The database user name. By default, the value is cde.
■ If you selected BMC Event and Impact Management, use the options as follows
to specify the database information.
Option Description
Host Name or IP Address Host name or IP Address of the BMC Event and Impact Management
server database.
Instance Name The database instance name used for the BMC Event and Impact
Management server database. By default, this value is BMCPDS.
Database Port Port number used by the BMC Event and Impact Management server
Database User The database user name. By default, the value is pe.
16 Click Next.
The Timezone Selection page appears.
17 Perform one of the following:
■ If you provided the BMC Remedy AR System Server information in step 15,
select the timezone and locale you want to use for the reports, and click Next.
The default timezone is GMT, and the default locale is EN.
■ If you provided just the BMC ProactiveNet information in step 15, select the
local host timezone you want to use for the dates and times displayed on the
reports. The default timezone is GMT.
18 Click Next.
The summary window appears.
19 Review the installation settings. If you want to change a setting, click Back to
navigate to the appropriate window, change the value, and click Next to return to
the Summary Information window.
20 Click Install.
The setup function begins the following processes:
■ importing universe and report definitions into the CMS
■ importing a form into the BMC Remedy AR Server (if appropriate)
■ creating and populating objects in the database
■ if you changed the authentication type to BMC Atrium SSO, creating a service
named BSM Analytics Tomcat
For a list of database objects, tables, and procedures created during the
installation, see Chapter 1 and BMC Analytics for Business Service Management
Reference Guide.
21 Click Next.
The confirmation page appears and notifies you of the installation completion
status. View the log to find out more information about a failed installation.
If you reconfigured to BMC Atrium SSO authentication, the URL for the InfoView
appears on this page. The URL that appears is http://<fully qualified
BusinessObjects hostname>:<port>/logon/logon.do. If you reconfigured to SAP
BusinessObjects authentication, the InfoView URL does not display.
22 Click Done to exit the wizard.

Where to go from here
If you selected a different BMC Remedy AR System database to report on, you will
need to reload the ANA:Fiscal_Calendar form. If you added a new BMC product to
report on, you will need to perform all relevant procedures documented in this
guide, such as creating the appropriate users on the SAP BusinessObject server,
configuring the universe parameters, refreshing the reports, and any relevant
postinstallation tasks.

You can proceed to viewing and creating the BMC Analytics for BSM reports using
the SAP BusinessObjects Enterprise InfoView tool. For more information about the
reports, see the BMC Analytics for BSM User's Guide.
5
Working with universe and reports
This section provides guidelines and procedures for working with the universe and
reports.
ITSM universe customizations

Since the BMC Remedy AR Server application is designed to allow customers to
customize existing applications and create new applications, the ITSM universe is
also customizable. This section categorizes the type of customizations that customers
most frequently perform and provides best practices for managing your
customizations so that they are not overwritten during an upgrade.
WARNING
BMC Software recommends that you perform any customizations to the linked
universe rather than the master universe. If you customize the master universe,
those customizations are overwritten during an upgrade. If you do not use a linked
universe, you should record all customizations that you make so that you can
reapply them following an upgrade. Record the customizations using the table
"Universe customization values" in Chapter 2, "Universe and report customization
templates" in BMC Analytics for Business Service Management Reference Guide.
The changes that can happen to the universe fall into two categories:
■ Customizations that occur in the underlying BMC Remedy ITSM application:

Changes that result from adding new forms to the application or adding new
fields to existing forms impact the logical structure of the ITSM universe and then
everything else.
■ Changes directly to the ITSM universe, based on new or changing requirements:

Changes that include changing the content in the universe without any changes in
the underlying application. These are changes that don’t necessarily have an
impact on the logical structure of the universe.

Note
Adding new classes and objects to the universe is subject to the BMC Software
customization policy, available at http://www.bmc.com/support/customization-
policy.html . If you modify the BMC Remedy AR System database structure by
adding, removing, or changing ITSM application forms, before you can use
them, you must import the universe by selecting File > Import using the
BusinessObjects Designer tool. You must then refresh the universe structure, by
selecting View > Refresh Structure in the BusinessObjects Designer tool. Any
time you modify the ITSM universe or reports, you should export the universe
by selecting File > Export using the SAP BusinessObjects Designer tool.
Changes to the underlying applications

Two types of changes may occur to the underlying applications that may necessitate
updates to the ITSM universe. New fields may added to existing forms, and new
forms may be added. In either case, before any customizations are performed on the
universe, take a back up of the current universe. Following are the scenarios and the
recommendations that are suggested.
To add new fields to an existing form
This is a scenario where new fields are added to the form that is already part of the
universe logical structure.
1 Back up the existing ITSM universe.
2 Refresh the universe structure to make sure the logical structure is refreshed with
the new fields that are added to the existing form.
3 Identify the fields that are new and also the logical location in the class structure
on the user model where these forms need to be added.
4 Create a new object with the desired name in the class that is identified in step 3,
and create the new object with the prefix of the company name or another way to
identify the same. An example and an illustration follow.
Form name: HPD_HELP_DESK
New field: Incident originator
■ Prefix the object name with a identifier to help you recognize that this is a
customized object. In the example below, BMC is added as an identifier.
■ Make sure description has a string called “CUSTOM" before the description
followed by a delimiter “-“ and then followed by the actual help text for the object.

5 Record the customization using the table provided in BMC Analytics for Business
Service Management Reference Guide.
6 Follow the same rules in case of creation of any new entities in the universe which
might include, conditions, hierarchies, contexts, Classes. All these entities have
descriptions and all descriptions should be prefixed with the string “CUSTOM"
and the delimiter “-“.
To add a new form
In this scenario, a new form is added to the universe logical structure. This form
might be an out-of-the-box BMC Remedy AR application which needs to be reported
on for a particular customer, or a new form that was added to the BMC Remedy AR
application to support additional functionality that needs to be reported on. In either
case, follow the sequence of steps given below along with the example:
New form: HPD_HELP_DESK_SLA
1 Insert the new form into the universe logical model:
2 Create an alias of the new form that is added to the universe, and prefix the alias
with the identifier as suggested in the earlier section for the objects and
conditions. In this example this is “BMC".

3 Move the new form added to a separate location in the logical structure under the
header “NEW FORMS IN THE UNIVERSE". All of these forms will be stand alone
without any connections to the existing forms; we will use the alias to join as
suggested in the next step.
4 Create a join between the alias that was created in step 3 and the existing form as
shown in the figure below:
Working with reports
5 Use the best practices specified in the section “To add new fields to an existing
form” on page 88 for creating new classes, objects, conditions, hierarchies,
contexts in the universe corresponding to the new form.

This section contains information about customizing reports, reporting across
multiple BMC applications, and adding conditions to reports with hyperlinks.
Report customizations
Before performing any modifications to a report, create a backup of the original
report and store the backup in a designated backup folder. The following example
shows a suggested naming convention for the backup folder:

<original_Folder_name>_Backup<date>
Use the templates provided BMC Analytics for BSMReference Guide for modifying
or creating new reports. The reference guide contains templates for recording the
following report properties:
■ Report identification
■ Data selection, grouping and sorting parameters
■ Parameter descriptions
■ Report presentation changes
■ Chart requirements
■ Field descriptions
■ Variable additions and changes
Note
Any time you modify the ITSM universe or reports, you should export the universe
by selecting File > Export using the BusinessObjects Designer tool.
Reporting across multiple BMC applications

The ITSM universe contains a high-level folder and folder structure (referred to as a
“subject area”) for each BMC Remedy ITSM application. This design is necessary to
prevent the occurrence of circular references within the universe, which can result in
an integrity violation for SAP BusinessObjects Enterprise.
For scenarios where a report has to be generated across multiple ITSM applications,
you must use the folders and objects for a single subject area rather than the folders
and objects from within multiple subject areas. For example, if you are generating a
report across Asset Management and Incident Management, keep the following
points in mind:
■ On an Asset Management report, use the folder called Incidents Related to Assets
that exists inside the Asset Management Relationships folder, as shown in the
following figure.
■ Do not use folders and objects contained within Asset Management and Incident
Management. If you combine report objects from the Incident Management
subject area with objects from the Asset Management subject area, the report will
return cartesian data.
Understanding report hyperlinks

Some of the predefined reports shipped with BMC Analytics for BSM take you to the
next level of detail using hyperlinks. When you use a hyperlink, the context of the
hyperlink is passed as a parameter to the next level of detail.
For example, the Staleness Analysis of Discovery Data report (tier 1) contains
hyperlinks to view the first-level details for a group of configuration items. This
information is shown in the Staleness Analysis of Discovery Data Drill Down I
subreport (tier 2).
In turn, the Staleness Analysis of Discovery Data Drill Down I subreport contains
hyperlinks to view the second-level details for a group of configuration items. This
information is shown in the Staleness Analysis of Discovery Data Drill Down II
subsubreport (tier 3).
When using hyperlinks, the values for the conditions in the Staleness Analysis of
Discovery Data Drill Down I subreport are passed from the Staleness Analysis of
Discovery Data report, and the values for the conditions in the Staleness Analysis of
Discovery Data Drill Down II subsubreport are passed from the Staleness Analysis
of Discovery Data Drill Down I subreport.

The values for the conditions and the drill-down filter are passed using a hyperlink
formula. For example, the hyperlink formula used to pass the drill-down filter and
the values for the conditions to the Asset Aging - Drill-Down View subreport from
the Asset Aging report is as follows:
="<a href=../../opendoc/openDocument.jsp?sFolder=HomePublicFoldersBMC
%20AnalyticsLifeCycle%20
Management&sDocName=Asset%20Aging%20-%20Drill-Down
%20View&sDocType=wqy&sReportName=Report&lsSAsset%20Aging%20Buckets=
"+URLEncode([Asset Aging Year Buckets])+"&lsMEnter/Select%20Manufacturer
%20Name(s)="+URLEncode([Var_Manufacturer])+
"&lsMProduct%20Categorization%20Tier%201="+URLEncode([Var_ProdCatTier1])
+"&lsMProduct%20Categorization%20Tier%202="+URLEncode([Var_ProdCatTier2])
+"&lsMProduct%20Categorization%20Tier%203="+URLEncode([Var_ProdCatTier3])
+"&lsMEnter/Select%20Product%20Name(s)="+URLEncode([Var_ProductName])+
"&sRefresh=yes target=_self>"+Count([Instance ID])+"</a>"
WARNING
Do not change the hyperlink formulas in BMC Analytics for BSM.
For a list of predefined reports that have hyperlinks with conditions, see BMC
Analytics for Business Service Management Reference Guide.
To add a condition to a subreport

This topic contains the procedure for adding a condition to a subreport.
To add conditions to a subreport
1 Log into the SAP BusinessObjects InfoView tool.
2 From the BusinessObjects InfoView home page, select Document List and then
expand the Public Folders folder.
3 Click BMC Analytics for BSM>Asset Management.
4 Navigate to the A06b - Asset Aging Drill-Down View subreport.
5 Select Modify from the Actions drop-down menu.
The Web Intelligence window appears in the right pane showing the Asset Aging
Drill-Down View subreport.
Figure 11: Asset Aging Drill-Down View subreport
6 Click Edit Query.
The classes, object dimensions, and object conditions for the Asset Aging Drill-
Down View subreport appear in the right pane.
Figure 12: Asset Aging Drill-Down View query window

7 Navigate to the Asset Management > Asset Information folder in the Web
Intelligence window navigation bar.
8 Drag the Enter/Select Company condition to the Query Filters list in the right
pane.
9 Navigate to the Asset Management > Asset Information > Asset folder in the Web
Intelligence window navigation bar
10 Drag the Company dimension to the Result Objects list in the right pane.
The modified query panel is shown below.
11 Click Edit Report.
12 Click View Structure.
13 Drag the Company object from the left pane in the report, and align the Company
column with other columns in the report. Increase the width of the table header
and align it with the width of the table columns, as shown below.
14 Click Refresh All.
15 Click Save.
To pass a value through the report hyperlink
1 Return to the Asset Management folder in the BusinessObjects InfoView window

navigation bar.
2 Navigate to the A06a - Asset Aging report.
3 Select Modify from the Actions drop-down menu.
The Web Intelligence window appears in the right pane showing the Asset Aging
report.
Figure 13: Asset Aging
4 Click Edit Query.

The classes, object dimensions, and object conditions for the Asset Aging report
appear in the right pane.
Figure 14: Asset Aging report
5 Navigate to the Asset Management > Asset Information > Asset folder in the Web
Intelligence window navigation bar.
6 Drag the Company dimension from the navigation bar to the Result Objects list in
the right pane.
7 Click Edit Report.
8 Right-click the measure Var_ProdCatTier2 and choose Duplicate.
9 Double-click the duplicated measure to open the Variable Editor Tool.
10 Set the name to Var_Company.
11 Set the Qualification to measure.
12 Set the formula to the following value:

=If(IsError(If(DrillFilters([Company])=""
;If(DrillFilters()=""
;[Company]
;If(DrillFilters([Company])=""
;[Company]
;"ALL")
)
;DrillFilters([Company])))=1;"ALL";If(DrillFilters([Company])=""
;If(DrillFilters()=""
;[Company]
;If(DrillFilters([Company])=""
;[Company]
;"ALL")
)
;DrillFilters([Company])))
The completed Variable Editor dialog is shown below.
13 Click OK on the Variable Editor dialog and Yes on the confirmation window that
appears.
14 Double-click the Var_Link measure.
The Variable Editor window appears.
Figure 15: Variable Editor window
15 Change the URL in the Formula field to pass the value for the Company condition
to the Asset Aging - Drill-Down View subreport.

The new value is:
="<a href=../../opendoc/openDocument.jsp?sFolder=HomePublicFoldersBMC
%20Analytics%20for%20BSMAsset%20Management&sDocName=A06b%20-%20Asset
%20Aging%20-%20Drill-Down%20View&sDocType=wqy&sReportName=Report&lsSAsset
%20Aging%20Buckets="+URLEncode([CI Aging Year Buckets])+"&lsMEnter/Select
%20Manufacturer%20Name(s)="+URLEncode([Var_Manufacturer])+"&lsMEnter/
Select%20Company="+URLEncode([Var_Company])+"&lsMProduct%20Categorization
%20Tier%201="+URLEncode([Var_ProdCatTier1])+"&lsMProduct%20Categorization
%20Tier%202="+URLEncode([Var_ProdCatTier2])+"&lsMProduct%20Categorization
%20Tier%203="+URLEncode([Var_ProdCatTier3])+"&lsMEnter/Select%20Product
%20Name(s)="+URLEncode([Var_ProductName])+"
&sRefresh=yes target=_self>"+Count([Instance ID])+"</a>"
16 Click OK and Yes on the confirmation window that appears to ask if you want to
modify this variable.
17 Click Save.
18 Navigate to the A06a - Asset Aging report.
19 Refresh the report.
20 Click a hyperlinked asset count value.
Report A06b - Asset Aging Drill-Down View is opened.
21 Refresh report A06b - Asset Aging Drill-Down View.
22 Verify the company and additional information in report A06b, as shown below.
Migrating customized reports or universe

If you have customized the reports or the ITSM universe, and you want to move
them from one server to another, for example, from a development server to a
production server, you can create a Business Intelligence ARchive (BIAR) file that
contains the customized universe and reports, then import the BIAR file into another
SAP BusinessObjects Enterprise installation. This procedure assumes that the two
different BusinessObjects installations are identical (same version, same CMS type,
etc.).
To migrate customized reports or universe
1 On the server where the customized universe and reports reside, perform a
backup of the universe and reports. See “To back up the reports” on page 58 for
more information.
The procedure “To back up the reports” on page 58 includes steps for including
both the universe and reports into the same BIAR file. You can include just the
universe or just the reports, however, if only one of them contains customizations
that you want to migrate.
2 Ensure that the backup BIAR files are accessible to the other server.
3 On the other server, import the report BIAR file and the universe BIAR file using
the BusinessObjects Import Wizard. Use steps 2 through 20 of the procedure “To
back up the existing universe” on page 57, selecting the BIAR file you created in
step 1.

Updating report timezones

During the installation, you were prompted for the timezone of the local host, and
the timezone you provide is used in the dates and times displayed in the reports. If
you want to update the timezone used in the reports, you can perform the following
steps.
If you report on BMC Event and Impact Management or BMC Performance Manager
Portal, this procedure does not apply to you. The reports for these applications
display data in GMT timezone only.
To update the report timezone
1 Login to the database which is being used as the connection for the universe or
the source database from SQL prompt.
The account you use should have write privileges to the table
ANA_TIMEZONE_INFO.
2 Execute the following commands where <REGION> is a code from the Region
column of Table 1:
Update ANA_TIMEZONE_INFO
Set REGION_FLAG=''
Where REGION_FLAG= 'Y';
Update ANA_TIMEZONE_INFO
Set REGION_FLAG='Y'
Where REGION = <REGION>;
Commit;
3 Refresh the reports.
6
Uninstalling
This section contains the following topics:
■ “Uninstalling BMC Analytics for BSM ” on page 105
■ “Uninstalling SAP BusinessObjects Enterprise” on page 108
Uninstalling BMC Analytics for BSM

To uninstall BMC Analytics for BSM, you must perform the tasks in this section.
Keep in mind the following points:
■ Use the BMC Analytics for BSM uninstallation utility to remove the application
files, and the BMC Atrium SSO agent component.
■ Use SAP BusinessObjects Enterprise Central Management Console to remove the

universe, connections, and predefined reports.
■ Use the BMC Remedy Developer Studio or BMC Remedy AR Administration

console to remove the ANA:Fiscal_Calendar form.
■ Use the BMC Atrium SSO server uninstallation utility to remove the BMC Atrium
SSO server.
You must remove the stored procedures and functions manually. The uninstallation
also does not remove the BSM Analytics Tomcat service.
To uninstall BMC Analytics for BSM application files on Windows
1 Choose Start > Settings > Control Panel on the Windows desktop.
2 Double-click Add or Remove Programs in the Control Panel window.
3 Select BMC Analytics for BSM version in the Add or Remove Programs window.

The Welcome window appears.
4 Click Next.
The feature selection window appears.
5 Select the items you want to uninstall and click Next.
The summary information window appears.
6 Review the summary information and click Uninstall.
The process begins. When the process is finished, another summary window
appears to report the completion status.
7 Click Done.
To uninstall BMC Analytics for BSM application files on UNIX or Linux
1 In the installation directory for BMC Analytics for BSM, navigate to the
BMCAnalyticsforBSM/uninstall.sh script file.
2 Execute the uninstall.sh file.
There may be a few minutes delay while the Uninstaller opens.
3 In the uninstaller window, click Next.
4 Select BMC Analytics for BSM Uninstallation, and click Next.
5 Review the summary information, and click Next.
The uninstaller uninstalls BMC Analytics for BSM.
6 Click Finish to exit the Uninstaller.
Removing the default universe, connections, predefined

reports, and BMC Remedy AR System form
Use the steps in this section to remove the default universe, connections, and
predefined reports. If you reported using BMC Remedy AR System, use the steps for
removing the BMC Remeday AR System form as well.
If you have created copies of existing reports and stored them in different
directories, you must manually remove the reports.
To remove the universe, connections, predefined reports, and BMC Remedy

AR System form
Enterprise Central Management Console.
2 Provide the login information if you are not already logged in.
3 In the Organize table, click Universes.
The Universes window appears.
4 Select the row for the appropriate universe.
5 Click Manage > Delete.
A confirmation box appears asking if you want to delete the selected items.
6 Click OK.
7 Click Home to return to the Central Management Console window.
8 In the Organize table, click Universe Connections.
The Connections window appears.
9 Select the row for the appropriate connection.
A confirmation box appears asking if you want to delete the selected item.
11 Click OK.
12 Click Home to return to the Central Management Console window.
13 In the Organize table, click Folders.
The Top Level Folders window appears.
14 Select the row for the BMC Analytics for BSM folder.
A confirmation box appears asking if you want to delete the selected item.

Uninstalling SAP BusinessObjects Enterprise
16 Click OK.
17 Close the Central Management Console.
18 If you used BMC Remedy AR System server as a datasource, log into BMC
Remedy Developer Studio. If you did not user BMC Remedy AR System server as
a datasource, you are finished with this procedure.
19 In the navigator pane, expand All Objects, and select Forms.
20 In the Forms tab, navigate to the ANA:FISCAL_CALENDAR form.
21 Right-click, and select Delete.
A confirmation box appears asking if you want to delete this form and its
associated data.
22 Click Yes.
23 Close BMC Remedy Developer Studio.
Uninstalling SAP BusinessObjects Enterprise

Refer to the SAP BusinessObjects Enterprise documentation for procedures to
uninstall SAP BusinessObjects Enterprise.
You can find the documentation posted at http://www.bmc.com/support. Locate

the documentation by navigating to the product documentation page for BMC
Analytics for BSM.
A
Troubleshooting
This section contains the following topics:
■ “Exceptions and integrity checks” on page 109
■ “Stopping and starting services” on page 110
■ Troubleshooting issues with an SAP BusinessObjects concurrent license on page

111
Exceptions and integrity checks

You may encounter errors and exceptions when you perform integrity checks on
objects in the ITSM universe. Some of the errors related to objects installed “out of
the box” are acceptable and do not affect the reports.
If you see the following text in the output of the integrity check, you can ignore the
errors:
■ Duplicate rows are possible
■ Incorrect syntax ‘From” State:4200”

This error is acceptable only for those objects which are under the Reporting
Objects Class, for example Reporting Objects <AM/CMDB/IM/PM/SRM/Drift/
CM> Reporting Objects
Note
If you have customized the ITSM universe by creating new objects and the
same messages appear when you perform integrity checks on the new objects,
these messages may not be acceptable. In this situation, you will need to
address the errors that appear.

Stopping and starting services
Stopping and starting services

This section contains information about starting and stopping services installed by
SAP BusinessObjects Enterprise XI and by BMC Analytics for BSM.
Starting and stopping services installed by SAP

BusinessObjects Enterprise XI
SAP BusinessObjects Enterprise XI installs a variety of services depending upon the
features that you selected during the SAP BusinessObjects Enterprise installation.
If you have installed the product using a standard installation and MySQL for the
CMS database, here is a list of services that will need to be stopped and restarted.
You should use the Central Configuration Management (CCM) tool for starting and
stopping services.
■ BOE120Tomcat - Apache Tomcat 5.5.20 Tomcat Application Server
■ BOE120MySQL - MySQL AB 6.0 MySQL Central Management System Repository

database
■ BOE120SIA<clustername> - Business Objects Enterprise Server Intelligence Agent

- Manages BusinessObjects Enterprise Servers
For the complete list of services installed by SAP BusinessObjects Enterprise, refer to
the SAP BusinessObjects Enterprise installation documentation. You can find the
SAP BusinessObjects Enterprise documentation at http://www.bmc.com/support.
Starting and stopping services installed by BMC Analytics

for BSM
If you use BMC Analytics for BSM with BMC Atrium SSO installation, the service
BSM Analytics Tomcat is created.
If you are having trouble launching the InfoView tool to view your reports, try
restarting the BSM Analytics Tomcat service. For a Windows installation, use the
Services dialog box to stop and restart the service. For a UNIX or Linux installation,
use the following commands to stop and restart the service:
■ To stop the service: bin/shutdown
■ To start the service: bin/startup
Troubleshooting issues with an SAP BusinessObjects concurrent license
Note
If you are using BMC Atrium SSO, use the following URL: http://<fully qualified
BusinessObjects host name>:<port>/logon/logon.do. If you attempt to launch
InfoView using the Start > Programs menu, it will not launch.
Troubleshooting issues with an SAP

BusinessObjects concurrent license
This section contains troubleshooting information for how to address problems you
may encounter when you have one SAP BusinessObjects concurrent license for SAP
BusinessObjects XI Enterprise.
Each client access consumes a license while it is in an active session within the CMS.
This includes the following:
■ Crystal Reports
■ Desktop Intelligence
■ Designer
■ Import Wizard
■ Report Conversion Tool
■ Publication Wizard
■ Business View Manager
■ Data source Migration Wizard
■ Repository Migration Tool
■ Security Viewer
■ Live Office Connection
■ QaaWS,
■ OpenDocument session
■ Web-based report viewer session
■ InfoView session

■ Central Management Console session
Other Business Objects Enterprise products which are not have listed here, will also
use one license when in use.
With a single concurrent user client access license, only one client can be active at
any one time. You should properly log out of each client application session to
ensure that the license usage count returns to zero. If you exit out of the browser
without properly logging out of the client, you may experience messages stating that
you have exceeded license count. In some cases, your session may not be properly
released, and the session will stay open until the timeout has been reached, which is
20 minutes by default.
To work around this problem, try one of more of the following suggestions:
■ If you are using BusinessObjects Enterprise XI R2 SP2, you should upgrade to at

least SP4 to resolve a problem which causes additional licenses to be consumed.
■ Restart the Central Management Console.
■ Modify the timeout setting using the steps below.
If Apache Tomcat is installed
1 Stop the Tomcat service.
2 Open the Web.xml file located at <Apache installation directory>\Tomcat

\webapps\businessobjects\enterprise115\desktoplaunch\WEB-INF\.
3 Locate the following entry:

<!-
<listener>
<listener-class>com.businessobjects.sdk.ceutils.SessionCleanupListener</
listener-class>
</listener>
-->
4 Remove the comment tags so the entry appears as follows:

<listener>
<listener-class>com.businessobjects.sdk.ceutils.SessionCleanupListener</
listener-class>
</listener>
5 Locate the following entry:

<session-config>
<session-timeout>20</session-timeout> 
</session-config>
6 Update the session time out value to the appropriate value. BMC Software
recommends that you update the value to 15 minutes, but the value you use may
vary according to the requirements of your environment.
7 Restart the Tomcat service.
If Microsoft IIS is installed
1 Stop the Microsoft IIS service.
2 Open the machine.config file located at C:\Windows\Microsoft.NET\Framework

\v1.1.4322\CONFIG.
3 Change the number of seconds in the following line:

<httpRuntime executionTimeout="200"
BMC Software recommends that you update the value to 900 seconds, but the
value you use may vary according to the requirements of your environment.
4 Restart the Microsoft IIS service.

Note
Changing this setting affects the ASP.NET timeout, as ASP.NET is dependent upon
this setting. You can also use this procedure if you encounter timeouts of the
InfoView sessions when you are previewing large reports.

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
Index
A C
ad hoc reports 9 Central Management Console server, enabling 33
adding conditions to report 96 CHG_STATUS_HISTORY table, updating 70
ANA classes and objects, adding 76
Fiscal_Calendar form 21 customizing
ANA_FISCAL_CALENDAR table 21 ITSM universe 87
loading and populating (BMC Remedy AR reports 93
System Server only) 64
modifying 77
populating 66 D
analysis tools 9
architecture, BMC Analytics for BSM 12 database connection
editing 51
database views, working with 20
B design process, multitenancy 16
drivers, native database 20
backing up
reports
backing up 58 E
universe 57
base tables in the AR data schema 20 exceptions and integrity checks 109
BMC Atrium Shared Components 10 external joins, supporting 20
BMC Atrium Single Sign-On authentication 11
BMC Atrium SSO
upgrading 59 H
BMC Impact Portal
connecting to 51 hyperlinks to BMC Remedy Mid-Tier
BMC Performance Manager Portal from Change Management reports 72
connecting to 51
BMC ProactiveNet Management
connecting to 51 I
BMC Remedy AR System
connecting to 51 ImpactPortal universe 19
BMC Remedy AR System application layer 20 adding new classes and objects to 76
BMC Remedy Mid Tier customizing 76
configuring hyperlinks in Change Management InfoView
reports 72 logging into 60
Index 115
installation
bulletins and patches 31
creating users 47 P
default directory 41
obtaining the product 29 PortalCDE universe 19
planning 27 adding new classes and objects to 76
requirements 29 customizing 76
SAP BusinessObjects Enterprise XI R3.1 32 post-installation tasks
sequence 39 configuring BMC Remedy IT Service
supported language packs 32 Management home page to launch the
supported web application servers 33 product 77
uninstalling 105 configuring OBDC connection to BMC
uninstalling SAP BusinessObjects Enterprise ProactiveNet Performance
108 Management 49
universe and reports 40 configuring universe parameters 50
upgrade 55 linking the universes 68
verifying 46 loading the ANA_FISCAL_CALENDAR table
virtualized environments 28 64
worksheet 34 populating the ANA_FISCAL_CALENDAR
installed components table 66
ANA:Fiscal_calendar form 21 refreshing the reports 60
ITSM stored procedures, functions, and tables postinstallation tasks 63
21 predefined conditions 20
ITSM stored procedures, functions, packages, prerequisites, installation 29
tables, and views (Oracle) 21 ProactiveNet universe 19
ITSM universe 19 adding new classes and objects to 76
adding new classes and objects to 76 customizing 76
customizing 76 product
architecture 12
interaction with SAP BusinessObjects
J Enterprise 10
introduction 9
joins, external 20 linked universes 15
product components
ANA:Fiscal_Calendar form 21
L ImpactPortal universe 19
ITSM stored procedures, functions, and tables
linked universe 15 21
upgrade 56 ITSM universe 19
validating 59 PortalCDE universe 19
ProactiveNet universe 19
product components 19
M reports 21
multitenancy
BMC Service Level Management 18
design process 16
understanding 16
N
native database drivers 20
product components for reporting supporting external joins 20

BMC Atrium CMDB 19
BMC Cloud Lifecycle Management 19
BMC Configuration Drift Management 19 U
BMC ImpactManagement 19
BMC Performance Manager Portal 19 uninstalling
BMC ProactiveNet Performance Management BMC Analytics for BSM 105
19 default universe, connections, and predefined
BMC Remedy Asset Management 19 reports 106
BMC Remedy Change Management 19 SAP BusinessObjects Enterprise 108
BMC Remedy ITSM Suite 19 universe
BMC Remedy Service Desk 19 linked 15
BMC Service Level Management 19 adding new classes and objects to 76
BMC Service Request Management 19 backing up 57
customizations 87
customizing 76
R exporting 52
importing 50
refreshing reports 60 universe customizations
report customizations 93 adding a new form 90
reapplying 59 adding new fields to existing form 88
recording 57 reapplying 59
report timezones recording 57
updating 104 universe hierarchies 20
reporting across BMC applications 13, 94 universe objects 20
reports upgrade 55
ad hoc 9 linked universe 55
refreshing 60 BMC Atrium SSO 59
user authentication
overview 11
S users
View on Demand 47
SAP BusinessObjects Enterprise View Only 47
Designer tool 13 users, creating 47
InfoView tool 13
installing older versions of BusinessObjects XI
with BMC Analytics for BSM version V
7.6 31
installing SAP BusinessObjects Enterprise XI View on Demand user 47
R3.1 32 View only user 47
SAP BusinessObjects Enterprise authentication 11
SAP BusinessObjects Enterprise XI licensing 10
services W
starting and stopping 110
single sign-on environment 72 working with database views 20
single tenancy 16 worksheet for installing BMC Analytics for BSM 34
starting and stopping services 110
Index 117
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Management Installation and

United States and Canada

Outside United States and Canada

© Copyright 2003 -2011 BMC Software, Inc.

Notes is a trademark or registered trademark of International Business Machines Corporation in the

Linux is the registered trademark of Linus Torvalds.

Restricted rights legend

Support by telephone or e-mail

Before contacting BMC

― product error messages

■ Send an e-mail to customer_support@bmc.com.

Chapter 2 Before you install 27

Chapter 4 After you install 63

Chapter 5 Working with universe and reports 87

Chapter 6 Uninstalling 105

Appendix A Troubleshooting 109

Introducing BMC Analytics for BSM

■ BMC Cloud Lifecycle Management

■ BMC Atrium Configuration Management Database (BMC Atrium CMDB)

■ BMC Remedy IT Service Management Suite

■ BMC Remedy Service Desk (includes Incident Management and Problem

■ BMC Remedy Asset Management

■ BMC Change Management

■ BMC Service Request Management

■ BMC Service Level Management

■ BMC ProactiveNet Performance Management

■ BMC Performance Manager Portal

■ BMC Impact Portal

SAP BusinessObjects Enterprise XI licensing

■ Infoview Portal (for Web Intelligence documents)

■ Designer (universe) tool

■ Central Management Console

■ Central Configuration Manager

■ Web Intelligence Rich Client

Finding documentation for SAP BusinessObjects Enterprise

User authentication in BMC Analytics for BSM

The two types of user authentication follow:

■ SAP BusinessObjects Enterprise authentication is the authentication method to

■ BMC Atrium Single Sign-On (SSO) authentication supports many authentication

Access to the reports is a combination of the authentication used by the BMC

BMC Atrium SSO

BMC Analytics for BSM architecture

Using BMC Analytics for BSM with multiple BMC ProactiveNet

Using BMC Analytics for BSM with a replicated BMC Remedy

■ Any tuning performed on the replicated database to enable better query

■ Maintaining separate databases to support the business functions of BMC Remedy

■ The reporting database should not be bound by limitations of the applications

Using the linked universes feature

How multitenancy is implemented in BMC Analytics for BSM

Multitenancy in BMC Remedy AR System Server

In a multitenancy implementation, several companies (called tenants) share one BMC

To achieve this logical separation of application data, appropriate groups and

Supporting multitenancy in the ITSM universe

Authentication (who gets access to the system) is implemented by a combination of

SELECT DISTINCT COMPANYFROM CTM_PEOPLE_PERMISSION_GROUPS

The value @VARIABLE('BOUSER') is a formula in SAP BusinessObjects Enterprise

AND COMPANY IS NOT NULL

Supporting multitenancy with BMC Service Level

SELECT * FROM SLM_Contract

Components for reporting on BMC applications

■ AR System custom form

■ Stored procedures, functions, and tables