bmc analytics for bsm 7.6.04 reference guide

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BMC Analytics for Business Service Management 7.6.04

Reference Guide

April 2011


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If you have comments or suggestions about this documentation, contact Information Design and Development by email at

[email protected].

Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain informationabout the company, its products, corporate offices, special events, and career opportunities.

United States and Canada

Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827USA

Telephone 713 918 8800 or800 841 2031

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Outside United States and Canada

Telephone (01) 713 918 8800 Fax (01) 713 918 8000

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mailto:[email protected]://www.bmc.com/mailto:[email protected]://www.bmc.com/


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Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting CustomerSupport by telephone or email. To expedite your inquiry, please see Before Contacting BMC Software.

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week athttp://www.bmc.com/support_home. From this website, you can:

Read overviews about support services and programs that BMC Software offers. Find the most current information about BMC Software products. Search a database for problems similar to yours and possible solutions. Order or download product documentation. Report a problem or ask a question. Subscribe to receive email notices when new product versions are released. Find worldwide BMC Software support center locations and contact information, including email addresses, fax

numbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 orsend an email message to [email protected]. (In the Subject line, enterSupID:, such as SupID:12345.) Outside the United States and Canada, contactyour local support center for assistance.

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

Product information

Product name Product version (release number) License number and password (trial or permanent)

Operating system and environment information

Machine type Operating system type, version, and service pack System hardware configuration Serial numbers Related software (database, application, and communication) including type, version, and service pack or

maintenance level

Sequence of events leading to the problem

Commands and options that you used

Messages received (and the time and date that you received them)

Product error messages Messages from the operating system, such as file system full Messages from related software
http://www.bmc.com/support_homemailto:[email protected]:[email protected]://www.bmc.com/support_home


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License key and password information

If you have a question about your license key or password, contact Customer Support through one of the followingmethods:

E-mail [email protected]. (In the Subject line, enter SupID:,such as SupID:12345.)

In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local supportcenter for assistance.

Submit a new issue athttp://www.bmc.com/support_home.
mailto:[email protected]://www.bmc.com/support_homehttp://www.bmc.com/support_homemailto:[email protected]


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Contents 1

BMC Software, Inc., Confidential

Contents

Chapter 1 Universe characteristics and related information 3

About the ITSM Universe and installed objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4ITSM universe characteristics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4Fields for reporting on multitenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Stored procedures, functions, and tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Using business service models in BMC Analytics for BSM . . . . . . . . . . . . . . . . . . 13

About the ProactiveNet universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Stored procedures, functions, and tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19ANA_EVENT_OP_HISTORY_VIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

About the ImpactPortal universe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Stored procedure, table, and view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

About the PortalCDE universe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Stored procedures, functions, and tables. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Fiscal calendar data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28ANA:Fiscal_Calendar form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28ANA_FISCAL_CALENDAR view . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Date conversion functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30FN_ADJUSTED_DATE function. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30FN_GET_EPOCH_DATE function . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Timezone table and supported timezones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32ANA_TIMEZONE_INFO table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Timezone support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Chapter 2 Universe and report customization templates 41

Universe customization templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42Report customizations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Section 1: Report Identification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Section 2: Data Selection/Grouping/Sorting/Parameters . . . . . . . . . . . . . . . . . . . 44New and Changed parameter description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Section 3: Report Presentation Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Chart Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Field Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Variable additions and Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Chapter 3 Report conditions and default views 47

Report conditions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47Default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52


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BMC Analytics for BSM default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Cloud Lifecycle Management default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Event Management default views. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53CMDB default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Change Management default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Service Request Management default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Asset Management default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Service Level Management default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57Service Desk default views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Configuration Drift Management default views. . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Index 61


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Chapter


1Universe characteristics andrelated information

This appendix contains the following topics:

About the ITSM Universe and installed objects (page 4)

About the ProactiveNet universe (page 18) About the ImpactPortal universe (page 25)

About the PortalCDE universe (page 26)

Fiscal calendar data (page 28)

Date conversion functions (page 30)

Timezone table and supported timezones (page 32)


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BMC Analytics for BSM 7.6.04


About the ITSM Universe and installed objects

This section contains information about the ITSM universe and about the objectsthat are installed by BMC Analytics for BSM for reporting on the BMC Remedy IT

Service Management applications, BMC Atrium CMDB, and BMC Cloud LifecycleManagement.

ITSM universe characteristics

Table 1-1contains the characteristics of the ITSM universe.

Table 1-1: Characteristics of the ITSM universe

Name Value Description

Name ITSM Name of the universe

Description BMC Analytics for BSM 7.6.04 universe for

reporting on BMC Remedy ITSM

Description of the universe

Connection ITSM Name of the connection used toconnect to the BMC Remedy ARSystem database

Classes and Objects See Self Help Document ID KA345616 in theBMC Knowledge Base for a complete list ofclasses and objects.

Description of the formulas for theclasses and objects in the universe.See Self Help Document ID:KA345616 in the BMC KnowledgeBase for a complete list of classesand objects.


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Statistics SAP BusinessObjects XI R 3.1 SP3 and BMCRemedy AR System Server version 7.1:

438 classes

4166 objects

815 conditions

539 tables

298 alias

808 joins

0 contexts

27 hierarchies

SAP BusinessObjects XI R2 SP5 and BMCRemedy AR System Server version 7.1:

434 classes

4098 objects

815 conditions

524 tables

296 alias

802 joins

0 contexts

27 hierarchies

SAP BusinessObjects XI R3.1 SP3 and BMCRemedy AR System Server version 7.5 and 7.6:

558 classes5459 objects

951 conditions

713 tables

481 alias

1189 joins

0 contexts

27 hierarchies

SAP BusinessObjects XI R2 SP5 and BMCRemedy AR System Server version 7.5 and 7.6:

482 classes4699 objects

848 conditions

621 tables

359 alias

966 joins

0 contexts

27 hierarchies

Universe metrics




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Fields for reporting on multitenancy

BMC Analytics for BSM uses the data stored in the BMC Remedy ITSM applicationform fields that are listed in this topic.

For more information about multitenancy in the ITSM universe, seeBMC Analyticsfor Business Service Management Installation and Administration Guide.

Controls Limit size of long text objects to: 4000 characters

Limit execution time to: 10 minutes

Warn if Cost Estimate Exceeds 300 seconds

Limits the amount of data and thetime used to retrieve the data

SQL Query Multiple SQL Statements for each Context: true

Multiple SQL Statements for each Measure: false

Allow Use of Union,Intersect and MinusOperators: true

Cartesian Products: warn

Allow Selection of Multiple Contexts: false

Allow Use of Subqueries: true

Allow Complex Operands in Query Panel: true

These are the settings used byBusinessObjects to generate SQLqueries. Based on the specifiedvalues, you can restrict the types ofoperations that the SQL generationengine can do.



Table 1-2:

Application Version Application view Fields Database column name

AssetManagement

7.0.x, 7.5.x,7.6x

BMC_CORE_BMC_BASEELEMENT

Company 1 1 Company

IncidentManagement

7.0.x HPD_HELP_DESK Contact_Company

Direct_Contact_Company

Company

Contact_Company


Company

IncidentManagement

7.5.x, 7.6.x HPD_HELP_DESK Contact_Company


Company

Assigned SupportCompany

Owner SupportCompany

Contact_Company


Company

Assigned_Support_Company

Owner_Support_Company

ProblemManagement

7.0.x PBM_PROBLEM_INVESTIGATION

Company

Contact_Company

Company

Contact_Company


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ProblemManagement

7.5.x and7.6.x

PBM_PROBLEM_INVESTIGATION

Company

Contact_Company

Problem Manager

Assignment SupportCompany

Manager AssignmentSupport Company

Company

Contact_Company

Support_Company_Pbl

m_Mgr


ProblemManagement(KnownError)

7.0.x PBM_KNOWN_ERROR

Company Company

ProblemManagement

(KnownError)

7.5.x and7.6.x

PBM_KNOWN_ERROR

Company

Problem Manager

Assignment SupportCompany

Company

Support_Company_Pbl

m_Mgr

ProblemManagement(SolutionDatabase)

7.0.x PBM_SOLUTION_DATABASE

Company Company

ProblemManagement(SolutionDatabase)

7.5.x and7.6.x

PBM_SOLUTION_DATABASE

Company

Solution AssignmentSupport Company

Company


ChangeManagement

7.0.x CHG_INFRASTRUCTURE_CHANGE

Location Company Location_company

ChangeManagement

7.5.x and7.6.x

CHG_INFRASTRUCTURE_CHANGE

Location Company

Change ManagerSupport Company

Change AssigneeSupport Company

Change ImplementerSupport Company

Location_company

Company3

ASCPY

ChgImpCpy

ChangeManagement

(ReleaseManagement)

7.0.x not applicable not applicable not applicable

ChangeManagement(ReleaseManagement)

7.5.x and7.6.x

RMS_Release Location_Company

Release ManagerSupport Company

Location_Company

Company3

Table 1-2:



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Stored procedures, functions, and tables

This section lists and describes the stored procedures, functions, and tables that areinstalled 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 aMicrosoft SQL Server database.

Oracle stored procedures, functions, packages, tables,and views

ServiceRequestManagement

2.0.x and2.2.x

SRM_REQUEST Location_Company

Customer_Company

Location_Company

Customer_Company

Service LevelManagement

7.1.x, 7.5.x,and 7.6.x

SLM_Contract SharedServicesGroups SharedServicesGroups

1. Though BMC Remedy Asset Management also uses the field CMDBRowLevelSecurity in itsmultitenancy implementation, BMC Analytics for BSM does not use the field in its multitenancyimplementation.

Table 1-2:


Category Name Description

Function FN_ADJUSTED_DATE

Invoked as required by IT Service Managementclass and object formulas. The script that insertsthe function isFN_ADJUSTED_DATE_ORA.SQL.

BMC Analytics for BSM uses these converteddates for reporting and trending metrics. Thefunction supports Daylight Saving Time formultiple time zones. For more information, seethe BMC Analytics for Business ServiceManagement Reference Guide.

Package PKG_BSM_RELATIO

NSHIPS

Populates theDENORMALIZE_BSM_RELATIONSHIPStable. The following scripts are run to install the

package:

PKG_BSM_RELATIONSHIPS_SPEC_ORA.SQL

PKG_BSM_RELATIONSHIPS_BODY_ORA.sql


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Storedprocedure

POPULATE_FISCAL_CALENDAR

Populates the ANA_FISCAL_CALENDARview. This stored procedure is invoked by ARWorkflow on the ANA:Fiscal Calendar Formwhen the form is updated in BMC Remedy Mid

Tier. The script that inserts the storedprocedure isPC_POPULATE_FISCAL_CALENDAR_ORA.SQL

Storedprocedure(Package

body)

ANA_POPULATE_T

IMEZONE_DST

The procedure queries ANA_TZ_DST_VIEWand inserts data into the TABLEANA_TZ_DSTTIME.

Storedprocedure(Package

specifications)

PKG_ANA_TZ_DST The procedure queries ANA_TZ_DST_VIEWand inserts data into the TABLEANA_TZ_DSTTIME

Table DENORMALIZE_BS

M_REL

ATIONSHIPS

A database procedure reads the businessservice models and the relationships in BMCAtrium CMDB and populates the businessservice model relationships in theDENORMALIZE_BSM_RELATIONSHIPStable. The table must be created before theprocedure is executed. The scriptANA_DENORMALIZE_BSM_RELATIONSHIPS_DDL_ORA.SQL is run to install the table.

For more information, see BMC Analytics forBusiness Service Management Installation and

Administration Guide.

Table ANA_TIMEZONE_INFO

Lists the timezones used in the reports and therelated information. This table is created by thefollowing scripts:

ANA_TIMEZONE_INFO_DDL_ORA.SQL

ANA_TIMEZONE_INFO_DML_ORA.SQL

For more information about the supportedtimezones, see BMC Analytics for BusinessService Management Reference Guide.

Table ANA_REPORT_LOCALE

Stores the user-specified locale settings for thereports. This table is created by the followingscripts:

ANA_REPORT_LOCALE_DDL_ORA.SQL

ANA_REPORT_LOCALE_DML_ORA.SQL

Table ANA_REPORT_STRING

Stores the text that appears on the reports. Thistable is created by the following script:

ANA_REPORT_STRING_DDL_ORA.SQL



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Table ANA_REPORT_TRA

NSLATION

Stores the report definition settings for thereports in various languages. This table iscreated by the following scripts:

ANA_REPORT_TRANSLATION_DDL_ORA.SQL

ANA_REPORT_TRANSLATION_EN_DML_ORA.SQL (English)

ANA_REPORT_TRANSLATION_JA_DML_ORA.SQL (Japanese)

(This script will not get executed, but it will bestored in the installation directory.)

Table ANA_TZ_DSTTIME Stores the precalculated data for the DST starttime and end time of the preferred time region,which is used for converting Epoch time to the

preferred time in the date conversion function.This table requires theANA_TIMEZONE_INFO table, which is alsocreated during installation and contains thetimezone code.

View ANA_TZ_DST_VIE

W

This view is used to populate the tableANA_TZ_DSTTIME. The view query reads thedata from table ANA_TIMEZONE_INFO andprecalculates the DST start time and end time.

This view requires theANA_TIMEZONE_INFO table, also created

during installation, that stores the timezoneregion code.

View ANA_FISCAL_CAL

ENDAR

Used by the Populate_Fiscal_Calendarprocedure, invoked by workflow on theANA:Fiscal Calendar form.



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Microsoft SQL Server stored procedures, functions,packages, tables, and views

Category Name DescriptionFunction FN_ADJUSTED_DA

TEInvoked as required by IT ServiceManagement class and object formulas. Thescripts that insert the function are:

FN_ADJUSTED_DATE_MSSQL.SQL

DROP_FN_ADJUSTED_DATE_MSSQL.SQL

BMC Analytics for BSM uses these converteddates for reporting and trending metrics. Thefunction supports Daylight Saving Time formultiple timezones. For more information,

see Supported timezones for BMC RemedyAR System server data source on page 35.

StoredProcedure

ANA_POPULATE_T

IMEZONE_DST

Populates the table ANA_TZ_DSTTIME.This procedure reads the data from tableANA_TIMEZONE_INFO and precalculatesthe DST start time and end time for thepreferred time region, which is used forconverting Epoch time to the preferred timein the date conversion function. This storedprocedure requires theANA_TIMEZONE_INFO table, which storesthe time region code.

StoredProcedure

PC_POPULATE_FIS

CAL_CALENDAR

Populates the ANA_FISCAL_CALENDARview. This stored procedure is invoked byAR Workflow on the ANA:Fiscal CalendarForm when updated in BMC Remedy ARSystem. The script that inserts the storedprocedure isPC_POPULATE_FISCAL_CALENDAR_MSSQL.SQL

StoredProcedure

PC_DENORMALIZE

_BSM_RELATIONS

HIPS

A database procedure reads the businessservice models and the relationships in BMCAtrium CMDB from theBMC_CORE_BMC_BASERELATIONSHIPtable and populates theDENORMALIZE_BSM_RELATIONSHIPStable. The scripts that install the storedprocedure are

DROP_PC_DENORMALIZE_BSM_RELATIONSHIPS_MSSQL.SQL

PC_DENORMALIZE_BSM_RELATIONSHIPS_MSSQL.SQL


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StoredProcedure

PC_BSM_RELATIO

NSHIPS_TRAVERSA

L

A database procedure called fromPC_DENORMALIZE_BSM_RELATIONSHIPS that traverses one business service at atime in a recursive mode. The scripts that are

run to install the procedure are

DROP_PC_BSM_RELATIONSHIPS_TRAVERSAL_MSSQL.SQL

PC_BSM_RELATIONSHIPS_TRAVERSAL_MSSQL.SQL

Table ANA_TZ_DSTTIME Stores the precalculated data for the DSTstart time and end time of the preferred timeregion; used for converting Epoch time to thepreferred time in the date conversionfunction.

This table requires theANA_TIMEZONE_INFO table, which isalso created during installation and containsthe timezone code.


Lists the timezones used in the reports andthe related information. This table is created

by the following scripts:

DROP_TABLE_ANA_TIMEZONE_INFO_MSSQL.SQL

ANA_TIMEZONE_INFO_DDL_MSSQL.SQL

ANA_TIMEZONE_INFO_DML_MSSQL.SQL

For more information about the supportedtimezones, see Supported timezones forBMC Remedy AR System server datasource on page 35.

Table DENORMALIZE_BS

M_RELATIONSHIPS

A database procedure reads the businessservice models and the relationships in BMCAtrium CMDB from theBMC_CORE_BMC_BASERELATIONSHIPtable and populates theDENORMALIZE_BSM_RELATIONSHIPS

table. The table must be created before theprocedure is executed. The following scriptsare run to install the table:

DROP_TABLE_DENORMALIZE_BSM_RELATIONSHIPS_MSSQL.SQL

ANA_DENORMALIZE_BSM_RELATIONSHIPS_DDL_MSSQL.SQL



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Using business service models in BMC Analytics for BSM

Because the BMC _CORE_BMC_BASERELATIONSHIP table used by BMCAtrium CMDB to store CI relationship date is not suitable for the reportingrequirements of BMC Analytics for BSM, a new table is created that prepares the

operational data for use in the reports.The procedure, installed by BMC Analytics for BSM, retrieves BMC BusinessService Class CI data from the BMC _CORE_BMC_BASERELATIONSHIP tableand recursively traverses the table following the relationships that identify aservice model, then stores the CI, Relationship and other denormalized data in theDENORMALIZE_BSM_RELATIONSHIPS table

In BMC Atrium CMDB, the relationships that are created directly are dependencyrelationships, and the relationships that come from the import of Service Modelsfrom BMC SIM are impact relationships. The current solution only works for thedependency relationships that are created in BMC Atrium CMDB. The BMC SIM

relationship is a future enhancement.

Table ANA_REPORT_LOCALE

Stores the user-specified locale settings forthe reports. This table is created by thefollowing scripts:

DROP_TABLE_ANA_REPORT_LOCALE_MSSQL.SQL

ANA_REPORT_LOCALE_DDL_MSSQL.SQL

ANA_REPORT_LOCALE_DML_MSSQL.SQL

Table ANA_REPORT_STRING

Stores the text that appears on the reports.This table is created by the following scripts:

DROP_TABLE_ANA_REPORT_STRING_MSSQL.SQL

ANA_REPORT_STRING_DDL_MSSQL.S

QLTable ANA_REPORT_TRA

NSLATION

Stores the report definition settings for thereports in various languages. This table iscreated by the following scripts:

DROP_TABLE_ANA_REPORT_TRANSLATION_MSSQL.SQL

ANA_REPORT_TRANSLATION_DDL_MSSQL.SQL

ANA_REPORT_TRANSLATION_EN_DML_MSSQL.SQL (English)

ANA_REPORT_TRANSLATION_JA_DM

L_MSSQL.SQL (Japanese)

View ANA_Fiscal_Calendar

Used by the Populate_Fiscal_Calendarprocedure, invoked by workflow on theANA:Fiscal Calendar form.



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The following BMC_BaseRelationship types are supported:

BMC_Component

BMC_Dependency

BMC_MemberOfCollection

The following table shows the detailed structure of theDENORMALIZE_BSM_RELATIONSHIPS table.

Table 1-3: DENORMALIZE_BSM_RELATIONSHIPS table

Column Name Type Description

NODEID VARCHAR2(38 BYTE) The reconciliation id of the CI in the business servicemodel that is representing the current row

LEVELNUMBER NUMBER This will be the distance in terms of number of hops,at which the current CI is from the top of the tree.

NODEORDER NUMBER The asset type and would typically have values like"BMC_COMPUTERSYSTEM","BMC_BUSINESSSERVICE" etc.

RELATIONSHIPNAME

VARCHAR2(254 BYTE) The name of the relationship like "member of", "hosts","hosted by" that the current CI forms with the CI at thenext level.

UPARENT VARCHAR2(254 BYTE) The reconciliation id of The Business Service CI at theroot of the business service model.

REQUESTID VARCHAR2(38 BYTE) The request ID of the row which belongs to the CI inthe baserelationship table.

INSTANCEID VARCHAR2(38 BYTE) The Instance ID of the row which belongs to the CI inthe baserelationship table.

UPARENTNAME VARCHAR2(254 BYTE) The name of the business service at the root of thebusiness service model.

IPARENT VARCHAR2(38 BYTE) The reconciliationid of the CI which is the immediateparent of the current CI for which this row belongs.

IPARENTNAME VARCHAR2(254 BYTE) The name of the CI which is the immediate parent ofthe CI which the current row represents.

RELATIONSHIP VARCHAR2(4000 BYTE) The name of the relationship (dependency,component etc) for the current node.

NODENAME VARCHAR2(254BYTE) The name of the current node

NODEDISPLAY VARCHAR2(4000 BYTE) The name of the current node along with the displayoffset for the purpose of reporting.

DATASETID VARCHAR2(254BYTE) The datasetid of the CI from the base relationship tablewhich the CI represents.


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Populating the DENORMALIZE_BSM_RELATIONSHIPStable

This table is populated by the PC_DENORMALIZE_BSM_RELATIONSHIPSprocedure. For information about running this procedure to populate the table, see

the BMC Analytics for Business Service Management Installation and AdministrationGuide.

Business service models in the ITSM universe

The ITSM universe has all the data elements that are related to the business servicemodels exposed as part of the classes, objects and conditions. This will enable thebusiness user to perform ad hoc analysis on the business service models in tandemwith the data coming from other modules. Specifically, the business user will beable to do cross-functional reporting from the business service model to BMCRemedy Incident Manager, BMC Remedy Change Manager and other modules in

the ITSM universe.

The screenshots in the figures below show the details of where the related objectsand conditions exist in the universe. They primarily are hosted in the BMC AtriumCMDB module under the class with the name Business Service Model.

Figure 1-1: Universe Logical Model:


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Figure 1-2: Universe Objects for Business service model


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Figure 1-3: Universe conditions for Business service model

Reports based on Business Service Model

There are two predefined reports that are part of the BMC Analytics for BSMproduct that report on the business service models. The reports follow.

C02 - Business Services Supported By a CI: This report provides the bottom upanalysis capability for the business service model. The user can enter/select alist of CIs, and the report will display a list of all the business services that aresupported by each of the CIs.

C03 - Business Service Profile: This report provides the top down analysiscapability for the business service model. The user can enter/select a list ofbusiness service models from a drop down and the report will decompose eachof them to the lowest level in terms of the CIs that are supporting it.


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About the ProactiveNet universe

The following table summarizes the characteristics of the ProactiveNet universe.

Table 1-4: Characteristics of the ProactiveNet universe


Name ProactiveNet Name of the universeDescription BMC Analytics for BSM universe 7.6.04

for reporting on BMC ProactiveNet 8.5Description of the universe.

Connection ProactiveNet Name of the connection used to connect tothe BMC ProactiveNet PerformanceManagement server database

Classes and Objects See Self Help Document ID: KA345616 inthe BMC Knowledge Base for a completelist of classes and objects.

Description of the formulas for the classesand objects in the universe.

Statistics 24 classes

421 objects

42 conditions

14 tables

12 alias

24 joins

0 contexts

0 hierarchies

Universe metrics.


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This section lists and describes the stored procedures, functions, and tables that areinstalled by BMC Analytics for BSM.

Controls Limit size of result set: 5000 rows

Limit size of long text objects to: 4000

characters


Limits the amount of data and the timeused to retrieve the data.

SQL Query Allow use of subqueries: yes

Allow use of union, intersect and minusoperators: yes

Allow complex conditions in QueryPanel: yes

Cartesian products: warn

These are the settings used byBusinessObjects to generate SQL queries.Based on the specified values, you canrestrict the types of operations that the SQLgeneration engine can do.

Multiple paths Generate several SQL statements foreach context: yes

Generate several SQL statements foreach measure: yes

Allow selection of multiple contexts: no

These are the settings used by SAPBusinessObjects to generate SQL queries.Based on the specified values, you canrestrict the types of operations that the SQL

generation engine can do.



Event ANA_OP_HISTORY_SYNC

Invokes the event operation history procedurePC_PROCESS_EVENT_DATA daily.

Function FN_ADJUSTED_DATE

A function that converts an epoch value into areadable data and time format, according totimezone information stored in the tableANA_TIMEZONE_INFO..

Function FN_GET_EPOCH_D

ATE

A function that converts an epoch value into areadable data and time format, according totimezone information stored in the tableANA_TIMEZONE_INFO. Used to boost queryperformance.

Procedure PC_CLEANUP_OP_HISTORY

Deletes any existing history tables and cleansthe partition and prune control tables.

Procedure ANA_LASTRUN_CNTL

Initially populates the tableANA_LASTRUN_CNTL with a null value.

Procedure PC_EVENT_OP_HISTORY_TRAVERSAL

Invoked by procedurePC_PROCESS_EVENT_DATA; retrieves newdata from an event table; calls procedurePC_POPULATE_EVENT_STATUS_HISTORYto populate the related event operation historytable with the event data.


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Procedure PC_POPULATE_EVENT_OP_HISTORY

Invoked by procedurePC_EVENT_STATUS_HISTORY_TRAVERSAL; populates the event operation history tablewith new event data.

Procedure PC_POPULATE_FISCAL_CALENDAR

Populates the ANA_FISCAL_CALENDARtable with dates according to the fiscal period.

Procedure PC_PROCESS_EVEN

T_DATA

Main procedure that identifies updated eventdata and calls additional procedures to updatethe event operation history tables.

Procedure PC_REFRESH_VIEW

_STRUCTURE

Recreates the viewANA_EVENT_OP_HISTORY_VIEW toincorporate newly created event operationhistory tables. Invoked by procedurePC_PROCESS_EVENT_DATA

Procedure DROP_ANA_OBJEC

TS_SYBASE

Removes all the installed objects from thedatabase during an uninstallation.

Table ANA_EVENT_OP_H

ISTORY

An event operation history table thatcorresponds to each EG_EVENT table;populated by the procedurePC_POPULATE_EVENT_STATUS_HISTORY.For more information about this table see theBMC Analytics for Business ServiceManagement Reference Guide

Table ANA_FISCAL_CAL

ENDAR

A fiscal calendar table that is populated

depending upon the start year, start month,and the duration of the fiscal calendar;populated by procedurePC_POPULATE_FISCAL_CALENDAR

Table ANA_LASTRUN_C

NTL

Stores the Last Run date of the procedurePC_PROCESS_EVENT_DATA in epochformat; initially populated with a null value bythe procedure ANA_LASTRUN_CNTL.

Table ANA_FIELD_ENUM

_VALUES

Stores all of the values for the enumerated BMCRemedy AR System fields.


Stores all of the timezones and Daylight SavingTime (DST) values.

View ANA_EVENT_OP_H

ISTORY_VIEW

Aggregates all of theANA_EVENT_OP_HISTORY tables.



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ANA_EVENT_OP_HISTORY_VIEW

The history table ANA_EVENT_OP_HISTORY_VIEW contains the operationalhistory of an event life cycle. Because the EG_EVENT tables used by BMCProactiveNet Performance Management to store operational history are not

suitable for the reporting requirements of BMC Analytics for BSM, a new table iscreated that prepares the operational data for use in the reports. The proceduresinstalled by BMC Analytics for BSM retrieve comma-separated event data from theMC_OPERATIONS column of the BMC ProactiveNet Performance Managementtable (EG_EVENT), separate the data, then store it in theANA_EVENT_OP_HISTORY_VIEW table, along with the event ID, creation dateof the event, modification date of the event, and other data.

The following table shows the detailed structure of theANA_EVENT_OP_HISTORY_VIEW table.

Table 1-5: ANA_EVENT_OP_HISTORY_VIEW

Column name Data type Description

MC_UEID (primary key) Varchar (64) Event ID

OPERATION_SEQ_NUM(primary key)

Integer The sequence of operationsin descending order

EVENT_DATE_RECEPTION Integer Event create date

EVENT_DATE_MODIFICATION Integer Event modification date

OPERATION_DATE Integer The time at which anoperation was performedon the event. This is a HEXvalue converted to an

integer.USER_NAME Varchar (128) User who changed the

event.

ARG1 Varchar (128) Can contain any string asdefined by the user in theBMC ProactiveNetPerformance Managementapplication.

OPERATION_STATE Varchar (128) Operation that wasperformed on the event

ARG3 Varchar (128) Can contain any string as

defined by the user in theBMC ProactiveNetPerformance Managementapplication.

LAST_PROCESSED_DATE Datetime Date when the record in theHistory Table was lastprocessed by theprocedures.


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Populating the history table

The history table is populated by the main procedurePC_PROCESS_EVENT_DATA_SYBASE.sql which runs nightly and is initiated bythe event ANA_EVENT_OP_HISTORY_SCHEDULE_SYBASE.sql. This

procedure performs the following steps: Checks for newly created event tables, and creates a history table

ANA_EVENT_STATUS_HISTORY for each new event table.

Calls the procedure PC_EVENT_STATUS_HISTORY_TRAVERSAL to populatethe new history table

Checks for updated event tables.

Calls the procedure PC_EVENT_STATUS_HISTORY_TRAVERSAL to updatethe history table for any event table that has been updated.

Updates the BMC ProactiveNet Performance Management Partition Control

table with the same entry that was included in the new history table. Updates the BMC ProactiveNet Performance Management Prune Control table

with the same value that was included in the new history table.

Recreates the history view to include any new history tables.

Updates the Last Run value in the ANA_LASTRUN_CNTL table.

History procedure pseudocode

This section contains the pseudocode for the history procedurePC_PROCESS_EVENT_DATA_SYBASE.sql.

BEGINIF LastRun_date IS NULLLastRun_date := MIN(START_TIME) FROM PARTITION_CNTL WHERETABLENAME = 'EG_EVENT'Create a History Table if 1 already does not existDetermine whether any old history tables exist.If not then capture all existing history-tables and update thempart_num:=MAX(PART_NUM) FROM PARTITION_CNTL WHERE TABLENAME =ANA_EVENT_OP_HISTORY'index := 0WHILE index


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ENDEXECUTE('SELECT @Last_modification_date =MAX(MC_DATE_MODIFICATION) FROM ' || event_table)IF last_modification_date > LastRun_dateNote: Process old tables that have been updated

BEGINEXEC PC_EVENT_OP_HISTORY_TRAVERSAL @event_table, @history_table

ENDINCREMENT indexENDUsing MaxEnd_date := MAX(END_TIME) FROM PARTITION_CNTL WHERETABLENAME = 'EG_EVENT' find any newly created history tables.

While all history tables not createdBEGIN EXECUTE ('CREATE TABLE DBA.' || @history_table || '

(MC_UEID VARCHAR(64),OPERATION_SEQ_NUM INTEGER,EVENT_DATE_RECEPTION INTEGER,EVENT_DATE_MODIFICATION INTEGER,OPERATION_DATE INTEGER,USER_NAME VARCHAR(128),ARG1 VARCHAR(128),OPERATION_STATE VARCHAR(128),ARG3 VARCHAR(128),LAST_PROCESSED_DATE DATETIME,PRIMARY KEY CLUSTERED (MC_UEID, OPERATION_SEQ_NUM))')

EXECUTE ('SELECT tabletype = TABLETYPE,s_time = START_TIME,e_time = END_TIME,c_time = CREATION_TIME

FROM PARTITION_CNTL WHERE TABLENAME = ''EG_EVENT''AND PART_NUM = ' || @part_num)

Note: We need to copy values for Event Table fromPartition_CNTL and paste same values for the History Table. Thisis needed for the Pruning engine to work correctly

Motypeid:= TABLE_ID FROM SYSTABLE WHERETABLE_NAME='ANA_EVENT_OP_HISTORY'

IF NOT EXISTS (SELECT * FROM PARTITION_CNTL WHERE TABLENAME ='ANA_EVENT_OP_HISTORY' AND PART_NUM = @part_num)BEGIN

INSERT INTO PARTITION_CNTL VALUES(

motypeid,tabletype,'ANA_EVENT_OP_HISTORY',part_num,s_time,e_time,c_time,


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s_trace)

COMMITEND

EXEC PC_EVENT_OP_HISTORY_TRAVERSAL @event_table,

@history_tableENDUpdate PRUNE_CNTL table with an entry for the History table ifnot already exists.SELECT timecolumn = TIMECOLUMN, deltahours = DELTAHOURS, minitimestamp = MINTIMESTAMP, lastpruned = LASTPRUNEDFROM PRUNE_CNTL WHERE TABLENAME = 'EG_EVENT'Note: We need to populate Prune_CNTL table with appropriatevalues that is the same data as of Event Table for the pruningengine to work correctly

IF NOT EXISTS (SELECT * FROM PRUNE_CNTL WHERE TABLENAME ='ANA_EVENT_OP_HISTORY')BEGIN INSERT INTO PRUNE_CNTL VALUES

('ANA_EVENT_OP_HISTORY',timecolumn,deltahours,minitimestamp,lastpruned

) COMMIT ENDUPDATE ANA_LASTRUN_CNTL with Current Date valueNote: The view structure will not be consistent after creation ofadditional history tables. We need to build the History View againdependingpart_num:=MAX(PART_NUM) FROM PARTITION_CNTL WHERETABLENAME='ANA_EVENT_OP_HISTORY'

Call PC_REFRESH_VIEW_STRUCTURE part_numEND


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About the ImpactPortal universe

About the ImpactPortal universe

Table 1-6contains the characteristics of the ImpactPortal universe.

Table 1-6: Characteristics of the ImpactPortal universe

Stored procedure, table, and view

This section contains information about the stored procedure, table, and view thatis installed by BMC Analytics for BSM.


Name ImpactPortal Name of the universe

Description BMC Analytics for BSM universe 7.6.04for reporting on BMC Impact Portal

Description of the universe.

Connection ImpactPortal Name of the connection used to connect tothe BMC Impact Portal database



Statistics 51 classes639 objects

126 conditions

21 tables

15 alias

33 joins

0 contexts

14 hierarchies

Universe metrics.

Controls Limit size of long text objects to: 1000

characters



SQL Query Multiple SQL Statements for eachContext: true

Multiple SQL Statements for eachMeasure: true



Allow Selection of Multiple Contexts:false

Allow Use of Subqueries: trueAllow Complex Operands in QueryPanel: true



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About the PortalCDE universe

Table 1-7contains the characteristics of the PortalCDE universe.

Table 1-7: Characteristics of the PortalCDE universe


Storedprocedure

POPULATE_FISCAL_CALENDAR

Populates the ANA_FISCAL_CALENDARview. This stored procedure is invoked

through the command line interface followingthe installation. The script that inserts thestored procedure isPC_POPULATE_FISCAL_CALENDAR_ORA.SQL.

Table CDE_FISCAL_CALENDAR

A fiscal calendar table that is populateddepending upon the start year, start month,and the duration of the fiscal calendar; thistable is populated by the procedurePC_POPULATE_FISCAL_CALENDAR

View ANA_FISCAL_CAL

ENDAR

Used by the Populate_Fiscal_Calendar

procedure


Name PortalCDE Name of the universe

Description BMC Analytics for BSM universe 7.6.04for reporting on BMC PerformanceManager Portal

Description of the universe.

Connection PortalCDE Name of the connection used to connect tothe BMC Performance Manager Portaldatabase



Statistics 29 classes

127 objects67 conditions

9 tables

2 alias

6 joins

0 contexts

0 hierarchies

Universe metrics.


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About the PortalCDE universe


This section lists and describes the stored procedures, functions, and tables that areinstalled by BMC Analytics for BSM.

Controls Limit size of long text objects to: 1000

characters



SQL Query Multiple SQL Statements for eachContext: true

Multiple SQL Statements for eachMeasure: true



Allow Selection of Multiple Contexts:false

Allow Use of Subqueries: true

Allow Complex Operands in Query

Panel: true




Stored

procedure

POPULATE_FISCAL

_CALENDAR

Populates the ANA_FISCAL_CALENDAR

view. This stored procedure is invokedthrough the command line interface followingthe installation. The script that inserts thestored procedure isPC_POPULATE_FISCAL_CALENDAR_ORA.SQL.

Table CDE_FISCAL_CALENDAR

A fiscal calendar table that is populateddepending upon the start year, start month,and the duration of the fiscal calendar; thistable is populated by the procedurePC_POPULATE_FISCAL_CALENDAR

View ANA_FISCAL_CALENDAR

Used by the Populate_Fiscal_Calendarprocedure


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Fiscal calendar data

BMC Analytics for BSM provides a custom table calledANA_FISCAL_CALENDAR that provides fiscal calendar data. The fiscal calendar

data consists of day, week, month, quarter, year, and their derived values (such asrunning day, running week, and so on). The BMC Analytics for BSM fiscalcalendar year can start on the first day of any month and end one year from thestart date. For example, if you specify April 1, 2009 as the beginning of the fiscalcalendar, the end date occurs March 31, 2010.

If you report on BMC IT Service Management applications, the product alsoprovides a BMC Remedy AR System form called ANA:Fiscal_Calendar. This formmust be loaded into the BMC Remedy AR System database and then populated.

If you report on BMC ProactiveNet Performance Management, BMC ImpactPortal, or BMC Performance Manager Portal, the installation loads the table into

the BMC product database, but you must manually populate it by running theprocedure PC_POPULATE_FISCAL_CALENDAR following the installation. Formore information about running this procedure, see BMC Analytics for BusinessService Management Installation and Administration Guide.

ANA:Fiscal_Calendar form

This form must be loaded into the BMC Remedy AR System database using theBMC Remedy Mid Tier. The ANA:Fiscal_Calendar form enables you to analyzetrends based on fiscal calendar data. To support trend analysis, each date object inthe BMC_CORE_BMC_BASEELEMENT table is joined with the corresponding

date value object in the ANA_FISCAL_CALENDAR view.

Following the installation of BMC Analytics for BSM, you use BMC Remedy MidTier to specify the start month, start year, and number of years of the fiscal calendarusing the BMC Remedy AR System ANA:Fiscal_Calendar form. The workflow forthe ANA:Fiscal_Calendar uses the Populate_Fiscal_Calendar stored procedure toload the ANA_FISCAL_CALENDAR table, and the results are displayed at thebottom of the ANA:Fiscal_Calendar form.

ANA_FISCAL_CALENDAR view

Transaction dates (for example, Base_element_create_date) are stored in the BMCRemedy AR System and BMC ProactiveNet Performance Management databasein UNIX Epoch Time (number of seconds since January 1, 1970). They are notabsolute dates, and there is a time component attached to each of them. When joinsare created with the ANA_FISCAL_CALENDAR view (which has absolute dates),the fn_adusted_date() function is used to convert into the local Time Zone andtruncated to absolute dates to make trend analysis meaningful.

For example, the conversion formula used for a report showing the Purchase Datedimension on a computer running Microsoft SQL Server is as follows:

dbo.fn_adjusted_date(AM_BMC_CORE_BMC_BASEELEMENT.PurchaseDate)


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Fiscal calendar data

The conversion formula used for a report showing the Purchase Date dimensionon a computer running Oracle is:

fn_adjusted_date(AM_BMC_CORE_BMC_BASEELEMENT.PurchaseDate)

The join definition used for Purchase Order.Date_Ordered on a computer runningMicrosoft SQL Server is:

isnull(datediff(ss,'01-01-1970',CAST(CONVERT(VARCHAR(10),dbo.fn_adjusted_date(AM_BMC_CORE_BMC_BASEELEMENT.PurchaseDate),111) ASDATETIME)),-99)=ASSET_AGE_CALENDAR.Date_Value

The join definition used for Purchase Order.Date_Ordered on a computer runningOracle follows.

nvl((trunc(fn_adjusted_date(AM_BMC_CORE_BMC_BASEELEMENT.PURCHASEDATE)) - to_date('01-JAN-1970','DD-MON-YYYY'))*86400,-99) =ASSET_AGE_CALENDAR.Date_Value

Table 1-8shows the detailed structure of the ANA_FISCAL_CALENDAR view.Each row in the view represents a date, and each column represents a separatecomponent of the date.

Table 1-8: ANA_FISCAL_CALENDAR view structure


Assigned_to Varchar The name of the product.

Example: BMC Analytics

Create_date Integer Epoch value for the day on which the fiscal table wascreated.

Example: 1252886400

Day_name Varchar Name of the corresponding week day

Example: Friday

Day_of_Year Integer Day of Fiscal Year

Epoch_value Integer Epoch value of the corresponding date

Example: 1199404800

Last_modified_by Varchar Modified user name


Month_of_Year Integer Month of Fiscal Year

Month_of_Quarter Integer Month of Quarter

Month_Name Varchar Name of Month

Example: January

Quarter_of_Year Integer Quarter of Fiscal Year

Quarter_Name Varchar Quarter of Fiscal Year Combined With Year

Example: 2005Q2

Modified_date Integer Day on which fiscal table was last modified

Example: 1252886400


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Date conversion functions

If you use BMC Analytics for BSM to report on BMC Remedy ITSM applications,the function FN_ADJUSTED_DATE performs the task of converting databaseEPOCH dates to human-readable date formats.

If you use BMC Analytics for BSM to report on BMC ProactiveNet PerformanceManagement, BMC Performance Manager Portal, and BMC Impact Manager, bothfunctions FN_GET_EPOCH_DATE and FN_ADJUSTED_DATE are used, basedon reporting needs. Both functions are used to boost performance while querying

for reports on high volume data.

FN_ADJUSTED_DATE function

All the date objects in the universe have a formula embedded which looks like thefollowing example for the reported_date from the HPD_HELP_DESK form:

Fn_adjusted_date(HPD_HELP_DESK.Reported_Date)

The fn_adjusted_date function performs the following tasks:

Converts the date from the UNIX Epoch format to a normal date format.

Request_id (primarykey)

Varchar The actual date value in string format yyyymmdd

Example: 20080104

Running_Day Integer Running dayRunning_Week Integer Running week

Running_Month Integer Running month

Running_Quarter Integer Running quarter

Running_Year Integer Running year

Short_description Varchar The product name


Start_Month Integer Currently not in use

Status Integer Currently not in use

Submitter Varchar The name of the product.


Type_of_day Varchar Whether the day is a work day or a holiday

Example: Workday

Week_of_Year Integer Week of Fiscal Year

Week_Name Varchar Week of year combined with year

Example: Week 7 of 2005

YEAR Integer range (1900 -2100)

The year value for the corresponding day

Example: 2008

Table 1-8: ANA_FISCAL_CALENDAR view structure



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Date conversion functions

Offsets the date from GMT for the time zone of the BMC Analytics for BSMinstance (as defined in the ANA_TIMEZONE_INFO table)

Returns the result in the date format instead of the Epoch format

The pseudo code for the function fn_adjusted_date follows. Note that the syntax

may vary if you are reporting on the BMC ProactiveNet Performance Managementdatabase.

Function Name:fn_adjusted_date

Parameters: InputDate, number, date in the UNIX Epoch format

Pseudo Code:

FUNCTION Fn_Adjusted_date (Parameters: Input Date Number)BEGIN Function

Input_GMT_datetime = Parameter input date converted to date format;Input_Year = Fetch the Year value from the Input_GMT_datetime

IF REGION_FLAG is not set to 'Y' for any region in ANA_TIMEZONE_INFOtableTHEN OutPut_Date = Input_GMT_datetime (default to GMT format)

IF REGION_FLAG='Y',Fetch DST Start time, DST End time, DST flag,Offsetfrom ANA_TIMEZONE_INFO table for a regioncode for which flag='Y'

Note: DST_Flag='Y' indicates that this region observes Daylight savingtime

IF DST_Flag='Y' THEN

-- IF Input Date falls into DST, add one hour to input gmt time andoffset valueIF Input_GMT_datetime between DST Start time and DST End time

THENOutPut_Date := Input_GMT_datetime + (offset

+ 1 hour);-- Else add offset value to input gmt time ELSE OutPut_Date := Input_GMT_datetime + offset;

END IF;ELSE -- IF DST_Flag='N'

OutPut_Date := Input_GMT_datetime + offset; END IF;END IF;

Return Output Date;END Function;

FN_GET_EPOCH_DATE function

The FN_GET_EPOCH_DATE function performs the following tasks:

Converts the date from the normal date format to UNIX Epoch format.


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Offsets the date from GMT for the time zone of the BMC Analytics for BSMinstance (as defined in the ANA_TIMEZONE_INFO table)

Returns the result in the date format instead of the Epoch format

Function Name:fn_get_epoch_date

Parameters: InputDate, DateTime, date in yyyy/mm/dd hh:mm:ss am format.

The pseudo code for the FN_GET_EPOCH_DATE function follows:

FUNCTION FN_GET_EPOCH_DATE (Parameters: Input Date DateTime)BEGIN FunctionInput_GMT_datetime = Parameter input dateInput_Year = Fetch the Year value from the Input_GMT_datetime

IF REGION_FLAG is not set to 'Y' for any region inANA_TIMEZONE_INFO tableTHEN OutPut_Date = Input_GMT_datetime (default to GMT format)

IF REGION_FLAG='Y',Fetch DST Start time, DST End time, DST flag,Offsetfrom ANA_TIMEZONE_INFO table for a regioncode for which flag='Y'

Note: DST_Flag='Y' indicates that this region observes Daylightsaving timeIF DST_Flag='Y' THEN

-- IF Input Date falls into DST, add one hour to input gmt timeandoffset valueIF Input_GMT_datetime between DST Start time and DST End timeTHENOutPut_Date := Convert (Input_GMT_datetime) to Epoch + (offset+ 1hour);

-- Else add offset value to input gmt timeELSEOutPut_Date := Convert( Input_GMT_datetime) to Epoch + offset;END IF

ELSE -- IF DST_Flag='N'OutPut_Date := Conver( Input_GMT_datetime) to Epoch + offset;

END IF;END IF;Return Output Date;END Function;

Timezone table and supported timezones

This section contains information about the timezone table and the supportedtimezones.


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ANA_TIMEZONE_INFO table

A custom table is maintained in the BMC product databases with the nameANA_TIMEZONE_INFO. This table is created during the installation process ofBMC Analytics for BSM.

The ANA_TIMEZONE_INFO table is used by the function FN_ADJUSTED_DATEto convert epoch time values to human-readable date and time values, dependingupon the preferred time zone selected by customer during installation. The table isalso used by the function FN_GET_EPOCH_DATE to convert a given date andtime value to epoch format.

During the installation, you select the preferred timezone for the reports, and theREGION_FLAG for that timezone is set to Y for the selected timezone.


TIMEZONE_LOC_ID

NUMBER Timezone ID

COUNTRY VARCHAR2(50 BYTE) Country Name

COUNTRY_CODE VARCHAR2(50 BYTE) Country Code

REGION VARCHAR2(50 BYTE) Specific Region in a Country basedon Timezone

REGION_CODE VARCHAR2(50 BYTE) Region Code

DST_FLAG VARCHAR2(1 BYTE) Flag indicates whether the regionobserves DST 'Y' or not 'N'

REGION_FLAG VARCHAR2(1 BYTE) Set 'Y' for the region which clientinterested in

START_YEAR VARCHAR2(50 BYTE) Daylight saving Time (DST)Starting Year

START_MONTH_LAST_DT

VARCHAR2(50 BYTE) DST Starting Month Last Date(Ifstart month is April then 31-APRILetc)

START_WEEK_DAY

VARCHAR2(50 BYTE) DST Starting Week Day Name in aweek

START_WEEK VARCHAR2(10 BYTE) DST Starting Week Number (First/

Second/Third/Fourth/Last) in aMonth

END_YEAR VARCHAR2(50 BYTE) Daylight saving Time (DST) EndingYear

END_MONTH_LAST_DT

VARCHAR2(50 BYTE) DST Ending Month Last Date(If Endmonth is September then 30-SEPTEMBER etc)

END_WEEK_DAY VARCHAR2(50 BYTE) DST Ending Week Day Name in aweek


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END_WEEK VARCHAR2(10 BYTE) DST Ending Week Number in aMonth

START_MONTH_

LAST_NUM

VARCHAR2(50 BYTE) DST Starting Month Last Date

Number (31-04 for April etc)START_WEEK_DAY_NUM

NUMBER DST Starting Week Day Number ina week (01 for Sunday, 02 forMonday etc)

START_WEEK_NUM

NUMBER DST Starting Week Number in amonth (01 for Firststart_week_day_number etc)

END_MONTH_LAST_NUM

VARCHAR2(50 BYTE) DST Starting Month Last DateNumber ( 30-09 for September etc)

END_WEEK_DAY

_NUM

NUMBER DST Ending Week Day Number in a

week (01 for Sunday, 02 for Mondayetc)

END_WEEK_NUM

NUMBER DST Ending Week Number in amonth (02 for Secondstart_week_day_number etc)

DST_START_TIME VARCHAR2(20 BYTE) When the DST Starts for this region

DST_END_TIME VARCHAR2(20 BYTE) When the DST Ends for this region

GMT_START_TIME

VARCHAR2(20 BYTE) Equivalent GMT Start time for thisRegion (DST_Start_Time +GMT_TimeDifference)

(ProactiveNetuniverse only)GMT_SEC_DIFFERENCE

FLOAT Contains the GMT adjustmentvalue in seconds. Example: -5.30GMT adjustments will be -19800;used by the functionFN_GET_EPOCH_DATE

GMT_END_TIME VARCHAR2(20 BYTE) Equivalent GMT End time for thisRegion (DST_End_Time +GMT_TimeDifference)

GMT_TIMEDIFFERENCE

VARCHAR2(10 BYTE) Time difference(offset) from GMTfor this Region

GMT_HRS_Mins NUMBER Time difference(offset) in Numberfrom GMT for this Region



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Timezone support

The Populate_Fiscal_Calendar stored procedure that populates theANA_FISCAL_CALENDAR table supports multiple timezones. During the BMCAnalytics for BSM installation, you were prompted for the timezone that you

wanted to use in the reports. You can also change the timezone that is used at anytime. The region code for the timezone in use is stored in theANA_TIMEZONE_INFO table. See ANA_TIMEZONE_INFO table on page 33for more information.

Table 1-9contains a list of timezones that are supported by theANA_FISCAL_CALENDAR table if you report using BMC Remedy AR Systemserver. Table 1-10 on page 38contains a list of timezones that are supported by theANA_FISCAL_CALENDAR table if you report using BMC ProactiveNetPerformance Manager.

Table 1-9: Supported timezones for BMC Remedy AR System server data source (Sheet 1 of 4)

Country Region Region Code GMT time difference

GMT GMT +00.00

Africa/Casablanca Morocco WET +00.00

Africa/Harare Zimbabwe CAT +02.00

Africa/Johannesburg South Africa SAST +02.00

Africa/Monrovia Liberia GMT +00.00

Africa/Nairobi Kenya EAT +03.00

America/Anchorage United States of America AKST -09.00

America/Argentina/

Buenos_Aires

Argentina ART -03.00

America/Bogota Colombia COT -05.00

America/Caracas Venezuela VET -04.30

America/Chicago United States of America CST -06.00

America/Denver United States of America MST -07.00

America/Georgetown Guyana GYT -04.00

America/Godthab Greenland WGT -03.00

America/Halifax Canada AST -04.00

America/Hermosillo Mexico MST -07.00

America/Inuvik Canada MST -07.00America/La Paz Bolivia BOT -04.00

America/Lima Peru PET -05.00

America/Los_Angeles United States of America PST -08.00

America/Mazatlan Mexico MST -07.00

America/Mexico_City Mexico CST -06.00

America/Midway Islands United States of America SST -11.00

America/New_York United States of America EST -05.00

America/Noronha Brazil FNT -02.00


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America/Phoenix United States of America MST -07.00

America/Puerto Rico Puerto Rico (San Juan) AST -04.00

America/Quito Ecuador ECT -05.00America/Rankin_Inlet Canada CST -06.00

America/Regina Canada CST -06.00

America/Santiago Chile CLT -04.00

America/Sao_Paulo Brazil BRT -03.00

America/St_Johns Canada NST -03.30

America/Tijuana Mexico PST -08.00

America/Toronto Canada EST -05.00

America/Vancouver Canada PST -08.00

Asia/AbuDhabi UAE GST +04.00Asia/Almaty Kazakstan ALMT +06.00

Asia/Baghdad Iraq AST +03.00

Asia/Bangkok Thailand ICT +07.00

Asia/Colombo Sri Lanka IST +05.30

Asia/Hanoi Vietnam ICT +07.00

Asia/Hong_Kong Hong Kong HKT +08.00

Asia/Irkutsk Russia IRKT +08.00

Asia/Jakarta Indonesia WIB +07.00

Asia/Jerusalem Israel IST +02.00Asia/Karachi Pakistan PKT +05.00

Asia/Katmandu Nepal NPT +05.45

Asia/Kolkata INDIA IST +05.30

Asia/Krasnoyarsk Russia KRAT +07.00

Asia/Kuala Lumpur Malaysia MYT +08.00

Asia/Novosibirsk Russia NOVT +06.00

Asia/Pyongyang North Korea KST +09.00

Asia/Riyadh Saudi Arab AST +03.00

Asia/Seoul South Korea KST +09.00Asia/Shanghai CHINA CST +08.00

Asia/Singapore Singapore SGT +08.00

Asia/Taipei Taiwan CST +08.00

Asia/Tbilisi Georgia GET +04.00

Asia/Tokyo Japan JST +09.00

Asia/UlaanBataar Mongolia ULAT +08.00

Asia/Yakutsk Russia YAKT +09.00

Atlantic/Azores Portugal AZOT -01.00




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Atlantic/Cape_Verde Cape Verde CVT -01.00

Australia/Adelaide Australia CST +09.30

Australia/Brisbane Australia EST +10.00Australia/Canberra,Melbourne,Sydney

Australia EST +10.00

Australia/Darwin Australia ACST +09.30

Australia/Hobart Australia EST +10.00

Australia/Perth Australia WST +08.00

Europe/Amsterdam Netherlands CET +01.00

Europe/Baku Azerbaijan AZT +04.00

Europe/Belgrade Serbia CET +01.00

Europe/Berlin Germany CET +01.00

Europe/Bern Switzerland CET +01.00

Europe/Bratislava Slovak Republic CET +01.00

Europe/Brussels Belgium CET +01.00

Europe/Bucharest Romania EET +02.00

Europe/Budapest Hungary CET +01.00

Europe/Copenhagen Denmark CET +01.00

Europe/Dublin Ireland IST +00.00

Europe/Edinburgh Scotland BST +00.00

Europe/Ekaterinburg/Yekaterinburg

Russian Federation YEKT +05.00

Europe/Helsinki Finland EET +02.00

Europe/Istanbul Turkey EET +02.00

Europe/Kamchatka Russian Federation PETT +11.00

Europe/Lisbon Portugal WET 00.00

Europe/Ljubljana Slovenia CET +01.00

Europe/London Britain (UK) BST -00.00

Europe/Madrid Spain CET +01.00

Europe/Magadan Russian Federation MAGT +11.00Europe/Moscow Russian Federation MSK +03.00

Europe/New Caledonia France NCT +11.00

Europe/Novosibirsk Russian Federation NOVT +06.00

Europe/Paris France CET +01.00

Europe/Prague Czech Republic CET +01.00

Europe/Riga Latvia EET +02.00

Europe/Rome Italy CET +01.00

Europe/Sarajevo Bosnia and Herzegovina CET +01.00




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Europe/Skopje Macedonia CET +01.00

Europe/Sofija/Sofia Bulgaria EET +02.00

Europe/St. Petersburgh/Saint Petersburg Russian Federation MSK +03.00

Europe/Stockholm Sweden CET +01.00

Europe/Tallinn Estonia EET +02.00

Europe/Tashkent Uzbekistan UZT +05.00

Europe/Vienna Austria CET +01.00

Europe/Vilnius Lithuania EET +02.00

Europe/Vladivostok Russian Federation VLAT +10.00

Europe/Volgograd Russian Federation MSK +03.00

Europe/Warsaw Poland CET +01.00

Europe/Yerevan Armenia AMT +04.00

Europe/Zagreb Croatia CET +01.00

Oceania/Solomon Islands Solomon Islands (Honiara) SBT +11.00

Pacific/Auckland,Wellington

New Zealand NZST +12.00

Pacific/Fiji Fiji FJT +12.00

Pacific/Guam Guam ChST +10.00

Pacific/Honolulu United States of America HST -10.00

Pacific/Majuro Majuro MHT +12.00

Pacific/Pago_Pago Samoa SST -11.00

Pacific/Port_Moresby Papua New Guinea PGT +10.00

Pacific/Samoa/Apia Samoa WST -11.00

Pacific/Tongatapu Tonga TOT +13.00

Table 1-10: Supported timezones for BMC ProactiveNet Performance Manager data source (Sheet 1 of 3)

Region Country Region code GMT time difference

GMT (null) GMT 0.00

America/New_York United States of America EST -5.00

America/Chicago United States of America CST -6.00

America/Denver United States of America MST -7.00

America/Phoenix United States of America MST -7.00

America/Los_Angeles United States of America PST -8.00

America/Anchorage United States of America AKST -9.00

Pacific/Honolulu United States of America HST -10.00

America/St_Johns Canada NST -3.30

America/Halifax Canada AST -4.00

America/Toronto Canada EST -5.00




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America/Rankin_Inlet Canada CST -6.00

America/Regina Canada CST -6.00

America/Inuvik Canada MST -7.00America/Vancouver Canada PST -8.00

America/Mexico_City Mexico CST -6.00

America/Mazatlan Mexico MST -7.00

America/Hermosillo Mexico MST -7.00

America/Tijuana Mexico PST -8.00

Asia/Shanghai China CST 8.00

Asia/Kolkata India IST 5.30

Asia/Tokyo Japan JST 9.00

Europe/London Britain (UK) BST 0.00Europe/Paris France CET 1.00

Europe/Berlin Germany CET 1.00

Europe/Copenhagen Denmark CET 1.00

Europe/Belgrade Serbia CET 1.00

Europe/Sarajevo Bosnia and Herzegovina CET 1.00

Europe/Istanbul Turkey EET 2.00

Africa/Johannesburg South Africa SAST 2.00

Asia/Riyadh Saudi Arab AST 3.00

Africa/Nairobi Kenya EAT 3.00Asia/AbuDhabi UAE GST 4.00

Asia/Katmandu Nepal NPT 5.45

Asia/Novosibirsk Russia NOVT 6.00

Asia/Krasnoyarsk Russia KRAT 7.00

Asia/Irkutsk Russia IRKT 8.00

Asia/Yakutsk Russia YAKT 9.00

Asia/Bangkok Thailand ICT 7.00

Asia/Hong_Kong Hong Kong HKT 8.00

Asia/Singapore Singapore SGT 8.00America/Bogota Colombia COT -5.00

Atlantic/Cape_Verde Cape Verde CVT -1.00

Europe/Madrid Spain CET 1.00

Europe/Rome Italy CET 1.00

Europe/Stockholm Sweden CET 1.00

Europe/Warsaw Poland CET 1.00

America/Lima Peru PET -5.00




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Asia/Seoul South Korea KST 9.00

Asia/Pyongyang North Korea KST 9.00




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Chapter


2Universe and report customizationtemplates

This section contains procedures and best practices for customizing the ITSMuniverse and reports, as well as templates for recording your customizations.

This section contains the following topics: Universe customization templates on page 42

Report customizations on page 43

Variable additions and Changes on page 46


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42 Reference Guide



Universe customization templates

Use the table in this section to record customizations that you make to any of theuniverses. Compare the parameter values in the Old Value column with the values

in your environment and record the new value in the New Value column.The table below provides the old value from the ITSM universe. You can create atable for any of the installed universes, however, by recording the universeparameters and appropriate values.

IMPORTANT

Adding new classes and objects to the universe is subject to the BMC Softwarecustomization policy, available at http://www.bmc.com/support/customization-policy.html. If you modify the BMC Remedy AR System database structure byadding, 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, byselecting View => Refresh Structure in the BusinessObjects Designer tool. Anytime you modify the ITSM universe or reports, you should export the universe byselecting File > Export using the SAP BusinessObjects Designer tool.

Table 2-11: Universe customization values

Parameter Name Old Value New Value

ANSI92 Yes

AUTO_UPDATE_QUERY No

BLOB_COMPARISON NoBOUNDARY_WEIGHT_TABLE -1

COLUMNS_SORT No

COMBINED_WITH_SYNCHRO No

COMBINE_WITHOUT_PARENTHESIS No

COMPARE_CONTEXTS_WITH_JOINS Yes

CORE_ORDER_PRIORITY No

CORRECT_AGGREGATED_CONDITIONS_IF_DRILL

No

CUMULATIVE_OBJECT_WHERE No

DECIMAL_COMMA No

DISTINCT_VALUES DISTINCT

END_SQL

EVAL_WITHOUT_PARENTHESIS No

FILTER_IN_FROM No

FIRST_LOCAL_CLASS_PRIORITY No

FORCE_SORTED_LOV No

JOIN_BY_SQL No

MAX_INLIST_VALUES -1
http://www.bmc.com/support/customization-policy.htmlhttp://www.bmc.com/support/customization-policy.htmlhttp://www.bmc.com/support/customization-policy.htmlhttp://www.bmc.com/support/customization-policy.html


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Report customizations


Before performing any modifications to a report, create a backup of the originalreport and store the backup in a designated backup folder. The following exampleshows a suggested naming convention for the backup folder:

_Backup

Use the template provided in this section as a guide for recording modifications tothe BMC Analytics for BSM reports.

REPLACE_COMMA_BY_CONCAT No

SHORTCUT_BEHAVIOR Successive

THOROUGH_PARSE No

UNICODE_STRINGS No

Sql Name Value

Multiple SQL Statements for each Context TRUE

Multiple SQL Statements for eachMeasure

FALSE

Allow Use of Union,Intersect and MinusOperators

TRUE

Cartesian Products Warn

Allow Selection of Multiple Contexts FALSE

Allow Use of Subqueries TRUE

Allow Complex Operands in Query Panel TRUE

Control Name Value

Limit Execution Time Value 600

Limit Size of Long Text Object Value 4000

Limit Size of ResultSet Value 5000

Universe Details Value

Universe Name ITSM

Universe Full Path C:\Documents andSettings\satish.mallavolu\Desktop\ITSM25-Unv\ITSM.unv

Universe Connection shared-conn

Universe Current Owner

Universe Creation Date 20/03/2007

Universe Modified Date 13/10/2008

Parameter Name Old Value New Value


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IMPORTANT

Any time you modify the ITSM universe or reports, you should export theuniverse by selecting File > Export using the BusinessObjects Designer tool.

Section 1: Report Identification

Section 2: Data Selection/Grouping/Sorting/Parameters

New and Changed parameter description

NOTE

All parameters should be used in an 'AND' fashion.

Report Name

BSA

Business JustificationFor Customization

Request Type New Report? Modification? Scheduled? On-Demand?

New Objects Included in the

reportObjects Modified with old andnew formulae

Objects Deleted from thereport

Change in Sort Order , .

Change in Grouping

New/Modified Formulae

Other Description

Field Name Field Type Selection Type Initial Values Data Source Other Requirements

Time Period toAnalyze

Integer Entry 24 This parameter willbe in hours

Drop Down List MultipleSelection

* = All

A blank parameterin this field indicatesthat it should not beincluded in thequery/filter


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Section 3: Report Presentation Changes

Chart Requirements

Field Description

Format PDF: __ (Y/N) Excel: __ (Y/N)

Cover Page Company Logo (left-hand corner)

Report title (centered)

Report Information - an overview of the report's contentReport Selection Criteria - an overview of the report's query

Contact Information - who to contact with data questions

Page Header Report Title

"Jump to Top of Data" link

Page Footer Last Run Date/Time

Page number

Group Header

Group Footer

Other specialrequirements

The Chart will be presented after the Cover Page but before the actual data.

The Report will use all of the default colors of the Analytics tool except in the chartwhich will follow colors as supplied

The Report will be presented in Landscape Page Format

Display None? Per Report? Per Group? If Yes, describedetails:

Chart Titles "First Call Resolution (" + Count of all Incidents in report + ")"

Chart Type with

Details

This report will utilize a bar chart

The X Axis will show the Initials of each Associate included in the report:

The Y Axis will indicate the number of incidents for each Associate

Drill Down:

When the Total in the report is clicked, the user will be taken to the first page of the dataarea of the report

When any of the bars or initials are clicked, the user will be taken to the group in thereport of the selected Associate.

Please note that the Total bar should NOT be included

Field Name onReport

Field Name ofView

Form Name /DB TableName

Field Nameof DB

Field Type& Lengthon Report

Special Formatting or OtherNotes

Incident ID+ Incident ID HPD:Help Desk

HPD_Help_Desk

Incident_ID

Priority Priority HPD:Help Desk

HPD_Help_Desk

Priority Selection60


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Variable additions and Changes

Summary Summary HPD:Help Desk

HPD_Help_Desk

Summary Character100

Product Name ProductName

HPD:Help Desk

HPD_Help_Desk

ProductName

Character254

Product Name will be pulledfrom Resolution ProductClassification if ticket is in a'Resolved,' 'Closed,' or'Cancelled' status otherwiseuse Product Classification

Status Status HPD:Help Desk

HPD_Help_Desk

Status Selection

60

AssignedGroup

AssignedGroup

HPD:Help Desk

HPD_Help_Desk

AssignedGroup

Character254

Assignee ID Assignee ID HPD:Help DeskHPD_Help_Desk

Assignee Selection69

Reported Date ReportedDate

HPD:Help Desk

HPD_Help_Desk

Reported_Date

Date

Field Name onData Provider

Field Nameof Form


Field Nameof DB



Incident ID+ Incident ID HPD:Help Desk

HPD_Help_Desk

Incident_ID

Character

15

Priority Priority HPD:Help Desk

HPD_Help_Desk

Priority Selection

60

Summary Summary HPD:Help Desk

HPD_Help_Desk

Summary Character

100

Product Name ProductName

HPD:Help Desk

HPD_Help_Desk

ProductName

Character

254

Status Status HPD:Help Desk

HPD_Help_Desk

Status Selection

60

AssignedGroup

AssignedGroup

HPD:Help Desk

HPD_Help_Desk

AssignedGroup

Character

254

Assignee ID Assignee ID HPD:Help Desk

HPD_Help_Desk

Assignee Selection

69

Reported Date ReportedDate

HPD:Help Desk

HPD_Help_Desk

Reported_Date

Date

Field Name onReport

Field Name ofView


Field Nameof DB




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Chapter 3 Report conditions and default views 47

Chapter


3Report conditions and default views

Report conditions

This section contains the list of conditions for each report, by application. For a listof all of the conditions available in the universes, see the Self Help Document IDKA345616in the BMC Knowledge Base.

For more information about report conditions and the procedure to add acondition to a hyperlinked report, see BMC Analytics for Business ServiceManagement Installation and Administration Guide.


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The following two tables contain the list of reports that contain predefinedconditions. The first table shows the predefined reports that have hyperlinks, thereport that is shown when the hyperlinks are traversed, and the conditions used tofilter the parameter information for the report shown. The second table contains al