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Best Practices Document

Customization of the BMC Analytics

for Business Service Management

universe

March 2011

www.bmc.com


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Contacting BMC Software

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

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Copyright 2010-2011 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S.Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service

marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registeredtrademarks are the property of their respective owners.

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IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software,

Inc., under license from and with the permission of OGC.

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BMC Software considers information included in this documentation to be proprietary and confidential. Your use of thisinformation is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary

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Customer Support

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

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home.

From this website, you can:

Read overviews about support services and programs that BMC Software offers.

Find the most current information about BMC Software products.

Search a database for problems similar to yours and possible solutions.

Order or download product documentation.

Report a problem or ask a question.

Subscribe to receive email notices when new product versions are released.

Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers,

and telephone numbers.

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 or send an

email message to [email protected]. (In the Subject line, enter SupID:, suchas SupID:12345.) Outside the United States and Canada, contact your 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

o Product name

o Product version (release number)

o License number and password (trial or permanent)

Operating system and environment information

o Machine type

o Operating system type, version, and service pack

o System hardware configuration

o Serial numbers

o Related software (database, application, and communication) including type, version, and service pack ormaintenance 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)

o Product error messages

o Messages from the operating system, such as file system full

o Messages from related software


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.

License key andpasswordinformation

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

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 at http://www.bmc.com/support_home.


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Contents

Introduction ................................................................................................................... 6

BMC Analytics for BSM components.......................................................................... 6

Requirements analysis and customization .................................................................. 8

Business need .............................................................................................................. 8

Requirements analysis ................................................................................................. 8

Logical modeling ........................................................................................................ 9

New database table/view ......................................................................................... 9

New derived table ................................................................................................. 10

New alias table ...................................................................................................... 10

New join ................................................................................................................ 11

Business modeling .................................................................................................... 11

New object ............................................................................................................ 12

New condition ....................................................................................................... 12

New hierarchy ....................................................................................................... 13

Report creation .......................................................................................................... 13

ITSM universe customization ..................................................................................... 14

Universe linking ........................................................................................................ 14

Universe linking considerations and limitations ................................................... 15

Universe customization procedures........................................................................... 16

Creating a new universe ........................................................................................ 18

Linking the new universe to the ITSM universe ................................................... 19

Updating the linked universe to include a new field ............................................. 21

Updating the linked universe to include a new form ............................................ 23

Enabling time-based trending on a new field added to the linked universe .......... 30

Creating a new condition on an existing object in the linked universe ................. 32

Creating a new hierarchy using the objects from the ITSM universe and the linked

universe ................................................................................................................. 34

Upgrading the ITSM universe ................................................................................... 36

Backing up the linked universe and reports .......................................................... 36

Upgrading the BMC Analytics for BSM product ................................................. 37

Reestablishing the universe link and validating the upgrade ................................ 38


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Page 6BMC Software, Inc., Confidential

White paper

BMC Analytics for BSM universe customization

Note:This document was updated on March 8, 2011 to include additional steps for

upgrading the linked universe.

Introduction

BMC Remedy IT Service Management applications are designed to meet the business

needs of the customer and are therefore customizable. The interface-driven design

facilitates the addition and modification of fields and forms.

So that the BMC Analytics for Business Service Management (BMC Analytics for BSM)

application can report on the new and modified fields and forms added to the underlying

BMC Remedy IT Service Management applications, you should modify the ITSM

universe that is installed by the BMC Analytics for BSM product. This document is

intended to describe typical customization scenarios and provide step-by-step instructions

to customize the BMC Analytics for BSM universe.

The intended audience of this document is customers who want to customize the ITSM

universe as well as software partners and other field support personnel that assist

customers in the implementation of BMC Analytics for BSM.

For more information about the BMC Analytics for BSM product, see the user

documentation that is available with the product.

BMC Analytics for BSM components

BMC Analytics for BSM consists of a universe and predefined reports that allow you to

analyze your BMC Remedy IT Service Management application data.


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The universe and the reports can both be customized. The universe is a semantic layer

for accessing the data that is displayed in the reports, and it consists of a logical modeland a user model, shown in the following illustration.

The logical model represents the tables and joins that are mapped to the physical views

and tables in the BMC Remedy AR System database. The user model contains

definitions for dimensions, measures, and conditions that are used for end-user reporting

purposes.

Logical

Model

User

Model


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Requirements analysis and customization

The customization of BMC Analytics for BSM includes requirements analysis, universe

customization, and report creation. The stages are identified in the following figure and

discussed in this section.

Business need

The business has a reporting requirement that is not currently supported by the

preconfigured BMC Analytics for BSM reports.

Requirements analysis

A detailed analysis of the reporting requirement should be performed, and the detailsshould be captured in a format similar to the following.

The columns in the sample format above are defined in the table below.


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Column

heading

Value definition

S No Serial numberidentifies the table row.

NewRequirements

Descriptive term for the new reporting requirement.

Functional Area IT Infrastructure Library (ITIL) functional area. The sample value

IM stands for Incident Management.

Application

forms

Application form name

Form fields Fields on the form specified above

Multi-tenancy Whether the application is implemented in a multitenancy

environment.

Relationship The relationship to the view or table.

Fiscal Calendar

Requirement

The input parameters for the ANA_FISCAL_CALENDAR form;

the start month, year, and number of years.

Module The module in the universe where the new objects should go, for

example, AM (Asset Management), IM (Incident Management)

Class Universe module class name where the new objects should go.

Logical modeling

Analyze the BMC Remedy IT Service Management application to identify the forms

where this new information is hosted. Identify the relationships between the new forms or

fields in the BMC Remedy IT Service Management application and the existing forms in

the ITSM universe. Capture the complete logical model design (look ups, derived tables,

multi-tenancy queries, fiscal calendar aliases) in a format similar to the following where

each different section would be included in a separate tab in an Excel file.

New database table/view



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Column

heading

Value definition


Name Name of the new database table or view to be added to the universe.

Description Description of the new database table or view

New derived table


Column

heading

Value definition


Name Name of the new database table or view to be added to the universe.

Derived Table Name of the new derived table to be added to the universe.

Type Whether multi-tenancy is required or not

New alias table


Column

heading

Value definition


Alias Table

Name

Name of the new alias table to be added to the universe.


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Original Table

Name

Name of the existing table in the universe.

New join


Column

heading

Value definition


First Table Right table in the join

Second Table Left table in the join

Join Expression The expression for the complex join or simple join

Shortcut Indicates whether the join is a shortcut joinTRUE or FALSE.

Cardinality Indicates whether a cardinality check is required, and if so, the type

of cardinality.

Outer Join If the join is an outer join, the type of outer joinOuterRight orOuterLeft

Business modeling

In this stage, the class and object structure organization of the new area needs to be

defined and new objects, conditions, and hierarchies need to be identified and

documented. Capture this using the format below where each different section is included

in a separate tab in an Excel file.


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New object


Column

heading

Value definition

Class Name Universe class name to which the new object is to be added.

Object Name Name of the new object to be added to the universe

Type Field type of the new object to be added to the universe

Description Description of the new object to be added to the universe

Select The object name, included in the select statement

Table Name Name of the table in which the new object is contained.

Qualification The type of object to be added to the universe, dimension or

measure

New condition


Columnheading

Value definition

Class Name Universe class name to which the new condition is to be added.

Condition Name Name of the new condition to be added to the universe

Description Description of the new condition to be added to the universe


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Where Select statement

Table Name Name of table on which the condition is based

Show Whether to display the condition or not to the userTRUE or

FALSE

New hierarchy


Column

heading

Value definition

Hierarchy Name Name of the new hierarchy to be added to the universe.

Object Name The name of the object on which the new hierarchy is built

Type Character

Description Descriptive term for the new hierarchy

Once the requirements are identified and the new objects are documented, you can

proceed to customize the universe. See the following section for more information.

Report creation

Once the universe customizations are completed and the universe is validated and

finalized, the report creation process begins, which will involve capturing requirements

from the business and creating the reports. Creation or customization of reports is not inthe context of this document. Procedures for creating new reports are included in the

BMC Analytics for BSM product documentation.


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ITSM universe customization

This document contains step-by-step procedures for customizing the universe. The

following procedures are included:

Creating a new universe

Linking the new universe to the ITSM universe

Updating the linked universe to include either a new field added to an existing ITSM

application form or an existing field that was not previously included in the universe.

Updating the linked universe to include a new form added to a BMC Remedy IT

Service Management application.

Enabling time-based trending on a new field added to the linked universe.

Adding a new condition to an object in the linked universe

New hierarchy added to the linked universe

Upgrading a customized universe

Each procedure is included in the section Universe customization procedures. Unless

otherwise specified, procedures are performed in the SAP BusinessObjects Designer. The

steps in this document assume that no customizations have been made to the installed

ITSM universe. The steps also assume that you are familiar with the SAP

BusinessObjects Designer interface.

BMC Software recommends that you create a new universe, link it to the ITSM universe,

then customize the new universe rather than customizing the ITSM universe that is

installed with the BMC Analytics for BSM product. Therefore, when a new version of the

ITSM universe is available, you upgrade the installed ITSM universe and run a

verification procedure to ensure that there are no issues between the updated ITSM

universe and the customized, linked universe.

The following sections present an overview of the universe linking feature and some

considerations for using this feature.

Universe linking

SAP BusinessObjects provides a way to integrate data managed by different universes

while still keeping the universes separate. The linking of universes universes is achieved

using multiple options, but this document focuses on the option that BMC Software has

identified to be the best practice. The following illustration demonstrates a linked

universe.


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The process for creating a linked universe is specified below. The customization

procedures in this document integrate many the steps in the list below.

1. Create a new, empty universe.

2. Create a logical link from the new universe to the original (master) universe.

3. Update the new, linked universe so that it contains custom forms (or views) andclasses (or objects) and conditions.

4. Validate the linked universe.

5. Create new reports using the objects created in the linked universe and in themaster universe. (Not included in this document.)

6. When a new version of the master universe becomes available, upgrade themaster universe and validate the reports that were created from the linked

universe.

Universe linking considerations and limitations

Before you can use the universe linking feature, ensure that your environment meets thefollowing requirements:

Installed

(master)universe

New

masteruniverse

New

linkeduniverse

1

2

4

5

6

3


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The master universe and the linked universe must use the same user name,

password, and database server name (Microsoft SQL Server ) or SID (Oracle)

and database connection.

The master universe and the linked universe must be stored in the same

repository.

The master universe must be exported and re-imported at least once. The linked

universe does not have to be exported before creating a link.

All classes and objects in the master universe and the linked universe must be

unique. Conflicts will occur if they are not unique.

The two universes must allow joins to be created between the tables. For

example, Master_Table1 in the master universe should be able to be joined to

Linked_Table1 in the linked universe. If not, Cartesian products can result when

a query is run using objects from both universes.

Using the procedures in this document, only the table schema, classes, andobjects of the master universe are available in the new linked universe. Contexts

must be re-detected in the new linked universe.

The link between the linked universe and the master universe can be removed

only if the new universe does not contain objects based on components in the

master universe or joins to the master universe components.

If you update the location of the master universe, you must relink the universe

(using Edit > Link) to specify the new location.

Not all universe components are linked, as indicated in the following table.

Universe Component Linked Not Linked

Universe parameters

Classes and Objects Customized list of values (LOV)

Joins

Contexts

Aggregate Navigation

Custom Hierarchies

Universe customization procedures

BMC Software recommends the following best practices as you perform the procedures

in this document:

When adding new objects, tables, conditions in the linked universe, prefix the

names with an identifier. The identifier used in the procedures is the acronym of

a fictional company: UNXG.


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When adding new tables to the linked universe, create an alias with an identifier

for each of the custom structures. The identifier used in the procedures is the

acronym of a fictional company: UNXG.

Add the classes and objects into the appropriate location in the linked universe.

This may mean that new classes and objects are interspersed throughout the

existing objects and classes.

Refresh the linked universe structure periodically by selecting the universe and

using View > Refresh Structure to ensure that the universe recognizes new

columns, new tables, and other database updates.

Refresh tables periodically by selecting the table and selecting View > Refresh

Structure so that the table recognizes the changes. A confirmation dialog notifies

you when the table structure is successfully refreshed.


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Creating a new universe

Use the following steps to create a new universe by copying and renaming the installed

ITSM universe. The new universe will serve as the linked universe in the subsequent

steps.

1. Import the ITSM universe.2. Delete all the tables, views, derived tables, joins, contexts, classes, objects,

and conditions. Do not delete the database connection.3. Test the database connection, and verify that the database server is

responding.4. Rename the universe to ITSM-UnxGlobal.

5. Save the ITSM-UNXGlobal universe. Do not select the option Save forall users. Since the universe is a secured connection, this option is not

valid.


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Linking the new universe to the ITSM universe

Use the steps below to create a link between the new ITSM-UnxGlobal universe and theITSM universe.

1. Import the ITSM-UnxGlobal universe.

2. Select Edit > Links.

3. In the Links tab of the Universe Parameters dialog, click Add Link.


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4. In the Universe to Link dialog, select ITSM.unvand click Open. This

adds a link to the master ITSM universe and adds the ITSM universestructure into the ITSM-UnxGlobal Universe as shown below.

Note:The master ITSM universe cannot be modified from within the linked

ITSM-UnxGlobal universe as it is just a logical representation.

5. Export the ITSM-UnxGlobal universe.


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Updating the linked universe to include a new field

Use the procedure in this section to update the linked universe to include either a

new field added to an existing BMC Remedy IT Service Management application

form or an existing field that was not previously included in the universe.

This procedure addresses a scenario where a new field has been added to anexisting form in the BMC Remedy Service Desk application. The following figureshows a new Incident_Type field which has been added to the existing HPD:Help

Desk form. The field contains a drop-down list that can be used for selecting

values. The values in the drop-down list are referred to as enumerated values.

When the new field is added, the database table HPD_Help_Desk is altered with a

new column named Incident_Type.

Use the steps in the procedure below to add the new Incident_Type field to the

universe so that it can be reported on. Since the Incident_Type field hasenumerated values, we must also add a derived table to the universe to retrieve the

values.

1. Import the ITSM-UnxGlobal Universe.

2. Add a new derived table to the universe named UNXG_HPD_IncidentType.


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3. Define a join between UNXG_HPD_IncidentType and

HPD_HELP_DESK.IncidentType, as shown in the following dialog.

4. Add the UNXG Incident Type at the appropriate location in the object list, as shownin the following dialog.


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5. Create new conditions for the new object in the appropriate location, as shown in the

following illustration.

Note:All the tables, classes, objects, and conditions from the linked ITSM

universe appear in gray, and they are disabled. The new tables, classes, objects,and conditions appear in black, and they can be edited.

Updating the linked universe to include a new form

Use the procedures in this section to update the linked universe to include either a

new form added to an underlying BMC Remedy IT Service Managementapplication or an existing form that was not previously included in the universe.


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The first procedure in this section details how to update the universe to include

the additional form added to the HPD_Help_Desk table, and the second proceduredetails how to include the auditing details in the universe for the HPD_Help_Desk

form.

To add a new form to the linked universe

This procedure addresses a scenario where a new TaskGroup tab with fields TaskGroup Name and Primary Contact have been added to the Incident Request

Information page.

Since the new form was added into HPD:Help Desk, HPD_Help_Desk table willbe altered with new database columns for Task Group Name and Primary contact

as shown below.


2. Add the new Task Group Name text field as an object in the appropriate location.

3. Add a new derived table for the new Primary contact field so that the enumerated

values can be retrieved.


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4. Create a new join between the HPD_Primarycontact form and the

HPD_HELP_DESK form as shown in the diagram below:

5. Add a new UNXG Incident Task Group sub class under the Incident class and

include the new UNXG Primary Contact and UNXG Task Group objects in this

sub class.

6. Save the universe.

To include the auditing details in the universe for the HPD_Help_Desk

form


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A log-style audit records data from the mainform into a logform. The log form is

a regular form that serves as the destination for data audited in the main form. Ifthe log form does not exist, it is created by the BMC Remedy AR System server.

The log form resides on the same server as the main form. When you configure a

main form for a log-style audit, you specify a name for the log form. When a main

form is audited, BMC Remedy AR System copies values from the main form to atext field in the log form.

The following dialog illustrates how the auditing feature is enabled for theIncident form. When the auditing feature is enabled, a log form name is

generated. The log form name will be used in the procedure to update the

universe, so you should make note of this name.

The following procedure provides instructions for modifying the universe toinclude the details on the auditing for the HPD_Help_Desk form.

To modify the linked universe to include the form auditing details



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2. Launch the table browser by selecting Insert > Tables, and locate the audit form

table HPD_HelpDesk_AuditLogSystem in the list. Select the table and click

Insertto add it to the logical model of the universe.


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3. Create a derived table named UNXG_HelpDesk_AuditLogReport that contains

the SQL expression provided below the following dialog.

Sel ect di st i nct ' St at us' as Fi el dChanged,subst r i ng( l og1, 8, char i ndex(char ( 10) , l og1, 1) - 7) as l ogchanged, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at usf rom( sel ect substr i ng( l og, chari ndex( ' St at us: ' , l og, 1) ,

l en( conver t ( var char ( 3000) , l og) ) ) l og1, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at usf r omhpd_hel pdesk_audi t l ogsystemwhere l og l i ke ' %St atus%' ) a

uni on

sel ect di st i nct ' Resol ut i on' as Fi el dChanged,subst r i ng( l og1, 12, chari ndex( char( 10) , l og1, 1) - 11) as l ogchanged, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at usf rom( sel ect substr i ng( l og, chari ndex( ' Resol ut i on: ' , l og, 1) ,l en( conver t ( var char ( 3000) , l og) ) ) l og1, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at us

f r omhpd_hel pdesk_audi t l ogsystemwhere l og l i ke ' %Resol ut i on%' ) a

uni on

sel ect di sti nct ' Pr i or i t y' as Fi el dChanged,subst r i ng( l og1, 10, chari ndex( char( 10) , l og1, 1) - 9) as l ogchanged, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at usf rom(sel ect substr i ng( l og, char i ndex( ' Pr i or i t y: ' , l og, 1) ,l en( conver t ( var char ( 3000) , l og) ) ) l og1


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, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at usf r omhpd_hel pdesk_audi t l ogsystemwher e l og l i ke ' %Pr i or i t y%' ) a

uni on

sel ect di st i nct ' Assi gnee' as Fi el dChanged,

subst r i ng( l og1, 10, chari ndex( char( 10) , l og1, 1) - 9) as l ogchanged, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at usf rom( sel ect substr i ng( l og, chari ndex( ' Assi gnee: ' , l og, 1) ,l en( conver t ( var char ( 3000) , l og) ) ) l og1, r equest _i d, submi t t er , creat e_dat e, assi gned_t o, modi f i ed_dat e,or i gi nal _request _i d, audi t _dat e, user _x, st at usf r omhpd_hel pdesk_audi t l ogsystemwhere l og l i ke ' %Assi gnee%' ) a

4. Create a join between the Original Request Id from the

UNXG_HelpDesk_AuditLogReport and the Incident number in

HPD_HELP_DESK, as shown below.

5. Create a new subclass called UNXG Incident Auditlogsystem under the IncidentManagement class.

6. Create all of the objects and conditions related to the

UNXG_HelpDesk_AuditLogReport table and include them in the new UNXG

Incident Auditlogsystem subclass.


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7. Save and export the universe.

Enabling time-based trending on a new field added to thelinked universe

The procedure in this section addresses a scenario where a new date field has been

added to the BMC Remedy Incident Management application, and so it must beadded to the linked universe as well. So that time-based trending can be reported

on this field, you must also add an alias to it. Customer has a requirement to add a

new alias to an existing table in the universe for the purpose of reporting.

In the following dialog, the new date field Cancelled Date has been added to the

BMC Remedy Incident Management application.


2. In the logical model (right pane), select the ANA_FISCAL_CALENDAR table

and click Insert > Alias.


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3. In the Alias dialog, enter a table name of

UNXG_INCIDENT_CANCELLED_DATA_DIMENSIONS.

4. Create a complex join between the Request_ID field of the alias

UNXG_INCIDENT_CANCELLED_DATA_DIMENSIONS table to the

Entry_ID field of the HPD_HELP_DESK table, and the join expression provided

below the following dialog.

i snul l ( ( HPD_HELP_DESK. Cancel l ed_Dat e + datedi f f ( ss, get ut cdate( ) ,getdate()))- ( HPD_HELP_DESK. Cancel l ed_Date +datedi f f ( ss, get utcdat e( ) , get date( ) ) ) %86400, 99) =UNXG_I NCI DENT_CANCELLED_DATE_DI MENSI ONS. Dat e_Val ue


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5. Create a subclass under the Incident LifeCycle Dates class and name it UNXG

Incident Cancelled Date Dimensions.

6. Create all the date-related objects that are related to the

UNXG_INCIDENT_CANCELLED_DATA_DIMENSIONS table and include

them in the UNXG Incident Cancelled Date Dimensions subclass.

7. Export the universe.

Creating a new condition on an existing object in the linked

universe

The procedure in this section provides instructions for creating a new condition on

an existing object in the linked universe. The procedure addresses a scenariowhere you are adding the conditions of Open and In Progress Incidents on the

Status object in the Incident class.


2. Click the Condition radio button at the bottom of the user model, as show below.

3. Select the Incident class, right-click, and select Conditionfrom the context menu.


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4. In the Edit Properties dialog, create a new condition named UNXG Open and

InProgress Incidents.

5. Click the button >> next to the Where box and define the condition as shown below.

In this scenario, we are creating a condition on the existing Status (of Incident).

6. Click Parse, and ensure that parsing is successful.


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7. The new condition is added to the universe with the following definition.

Creating a new hierarchy using the objects from the ITSM

universe and the linked universe

Use the procedure in this section to create a new hierarchy that includes objectsfrom the master universe and the linked universe. The procedure address ascenario where a new UNXG Incident Impacted Areas hierarchy is created that

includes objects from the ITSM universe and the ITSM-UnxGlobal universe.


2. Select Tools > Hierarchies.

3. In the Hierarchy Editor, create a new hierarchy that can be used to include the objects

from the master universe. Click New, and name the hierarchy UNXG Incident

Impacted Areas. The new hierarchy appears at the bottom of the Custom Hierarchies

list.


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4. In the Default Hierarchies list, navigate to the Incident Impacted Areas class, select

the objects, and click Add to move them to the new UNXG Incident Impacted Areas

hierarchy. Use the Move Up or Move Down buttons to move the objects in the

custom hierarchy.

5. Create a new hierarchy from the default hierarchy of the liked universe and master

universe by clicking New and naming the hierarchy UNXG Incident Task. Select

objects from the default hierarchy of Master Universe (Incident Management Task)

from left hand side and click Add>>.


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You can use the Move Up or Move Down button to move the objects up or down in the

custom hierarchy.

Upgrading the ITSM universe

When new versions and patches are available, there should be a clear and seamless

process to upgrade the universe that is in your environment. Using the linked universe

feature allows customers to upgrade their universe and reports seamlessly.

This section describes the steps that need to be performed when a new version of the

ITSM universe becomes available. The process involves three parts: backing up the

universe, upgrading the product, then validating the universe.

Backing up the linked universe and reports

The procedure in this section presents the high-level steps for creating a backup of

the ITSM-UnxGlobal universe and reports using the Import Wizard. Detailedinstructions for this task are provided in the BMC Analytics for BSM installation

guide.

1. Launch the SAP BusinessObjects Import Wizard.

2. Using the panels in the Import Wizard, perform the following steps.

a. Select the ITSM-UnxGlobal universe.b. Select the language.

c. Select the source environment.

d. Select the target BIAR location and file name.

e. Select the repository objects to back up / import.

f. Select the application folders and objects.


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g. Specify the import options for universes and connections.

3. At the conclusion of the backup (import), a Detail Log dialog is displayed toreport the status. If you see the message Export successful, the backup was

completed successfully. Click OKto close the dialog.

Upgrading the BMC Analytics for BSM product

The procedure in this section includes high-level steps for upgrading the product.

SeeBMC Analytics for BSM Installation and Administration Guidefor more

detailed instructions.

1. Download the version of the BMC Analytics for BSM product to the computer wherethe upgrade will be performed.

2. Uninstall the previous version of the BMC Analytics for BSM product, and removethe universe, connection, and reports. Remove the ANA_Fiscal_Calendar form if you

are connected to BMC Remedy AR System.

3. If you integrated BMC Analytics for BSM 7.6.01 with BMC Atrium SSO, disable theTomcat service and delete the BMC Atrium SSO web agent from the BMC Atrium

SSO server.

4. Install the new version of the BMC Analytics for BSM product .

5. Load the ANA_FISCAL_CALENDAR table.


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Reestablishing the universe link and validating the upgrade

The procedure in this section includes steps for reestablishing the universe link

and validating the upgrade.

1. Using the Universe Designer tool, import the ITSM-UnxGlobal universe.

2. Select Edit > Links.

3. In the Links tab of the Universe Parameters dialog, click Add Link.

4. In the Universe to Link dialog, select ITSM.unvand click Open.

5. Export the ITSM-UnxGlobal universe.

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 universe to make sure they are all valid and returning the right

results.


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