Exporting Data from Remedy to Microsoft Excel - ITSM & ITAM ...

Exporting Data from Remedy to Microsoft 

Excel 

Office of Information Technology Services 

April 15, 2011

Exporting Data from Remedy to Microsoft Excel 

Version History 

Version Change Reference Date Author 

1.0 Initial Document Creation 02/26/2009 Rachel Dillard 

1.1 Manager Review 03/12/2009 Tina Certo 

2.0 Revised 03/27/2009 Rachel Dillard 

2.1 Manager Review 04/06/2009 Tina Certo 

2.2 Revision 05/04/2009 Sandra Barnes 

2.3 Revision 05/06/2009 David Levine 

2.4 Review 05/12/2009 Rachel Dillard 

2.5 Revision 05/12/2009 Rachel Dillard 

2.6 Revision 07/20/2009 Jenny vanderHelm 

3.0 Update to New Layout Format 07/20/2009 David Levine 

3.1 Revision 07/21/2009 Jenny vanderHelm 

3.2 Revision 07/30/2009 Rachel Dillard 

4.0 Major Revision for Remedy 7.6 04/01/2011 Rachel Dillard 

4.1 Rearranged screenshots that were not in 

sync with the instructions 

04/15/2011 David Levine 

Version 4.1 

Page i 

Created on 04/01/11 Revised on 04/15/11


Table of Contents 

Introduction ...................................................................................................................................... iii 

Formatting Conventions .................................................................................................................. iv 

Remedy Conventions ...................................................................................................................... iv 

1 Exporting Data from Remedy to Excel Using the Web Client (MidTier) .................................. 1 

1.1 Perform a Search in Remedy MidTier ............................................................................. 1 

1.2 Select the Objects to Export ............................................................................................ 3 

1.3 Save the Report ............................................................................................................... 8 

2 Exporting Data from Remedy to Excel Using the Windows Client ......................................... 11 

2.1 Perform a Search in Remedy ........................................................................................ 11 

2.2 Select the Objects to Export .......................................................................................... 13 

2.2.1 Building a New Report Style ...................................................................................... 15 

2.2.2 Save the Report Style for Later Use (Optional) ......................................................... 22 

2.2.3 Export the Data to Excel ............................................................................................ 24 

3 Additional Search Criteria Examples ...................................................................................... 27 

3.1 Using Relational Operators in the Form ........................................................................ 28 

3.2 Using Wildcard Symbols in a Form ............................................................................... 29 

3.3 Using Key Words ........................................................................................................... 30 

*** Additional parts will be added in the next edition of this documentation 

Version 4.1 

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Introduction 

This document provides step-by-step instructions for exporting Remedy data into a text file (.csv 

format) for reporting purposes. At the end of this training program, you should be able to: 

Perform a simple or advanced search 

Build a new or edit an existing report style 

Save the report style for later use 

Export records in a search screen to a text file using a defined report style 

Open the exported text file in Microsoft Excel and format it 

Understand additional search criteria examples 

The screenshots and instructions provided in this guide apply to Remedy 7.6 for both the 

Windows Client and the Mid-Tier (web based client). 

This document has been prepared by the Continual Service Improvement (CSI) team based 

on review of BMC documentation and use of the product. It is expected that improvements 

can continually be made to this documentation and we accept suggestions for 

improvement. Please submit any suggestions or notations of errors to the ITS Service 

Desk at 919-754-6000 or send an email to ITS.Incidents@its.nc.gov. 

Version 4.1 

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Formatting Conventions 

The following formatting conventions are used throughout this guide to enable ease of use and 

understanding: 

Bold – Items that are to be clicked on such as buttons. 

o Example: Click on the Start button. 

Italics – Values that need to be typed in as shown. 

o Example: In the “Open:” field, type: cmd 

“Quotes” – Items that are selected, but not clicked; field names. 

o Example 1: Select “All Programs” 

o Example 2: In the “Filename:” field, type: File.doc 

[Italics with Brackets] – Values that need to be typed in, but will not always be the same. 

o Example: In the “Username:” field, type: [username] 

• Note: [username] will be replaced with the actual username, such as 

jdoe. 

Remedy Conventions 

Fields in bold with an asterisk are required by the system in order to save the record or 

proceed to the next screen. 

o Example: Summary* 

Fields with a plus sign next to them mean you can type something in and press Enter on 

the keyboard. If Remedy recognizes the value, the field will auto-populate (and possibly 

auto-populate other fields). If the value is not recognized, an error message will occur. 

o Example: Site+ 

ITS‟ implementation of Remedy is case sensitive. Values such as names, product names, 

and site locations are correct case (mix of upper and lowercase). 

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1 Exporting Data from Remedy to Excel 

Using the Web Client (MidTier) 

1.1 Perform a Search in Remedy MidTier 

The first step in exporting data from Remedy is to perform a search to locate the records that 

contain the data for the report. 

1. Log into the Incident Management console. 

2. Click on Search Incident. 

Version 4.1 Page 1 



3. The following screen is displayed. 

4. Enter desired search criteria directly onto the above form. You may also click on Advanced* 

search to enter additional search criteria. 

5. Click Search 




1.2 Select the Objects to Export 

The following screen is displayed. 

1. Highlight all of the search results. To do that either click the Select All button or click 

the first record in the displayed list, scroll to the end of the list and click the last record 

in the displayed list. 

2. Click on Report, or alternately right-click anywhere on the search results and click 

Report 




The report dialog box displays 

3. In the report dialog box, click on the drop-down next to Create Type and select "AR 

System" 

4. Click on the Create button to create a new report; to use a report already created in the 

top window, highlight that report and then click the Create button 




A new dialog box appears. 

5. Type the name of the report in the Report Name field 

6. Click on the drop-down next to Report Format and select "Column" 

7. Type [something] in the Report Set field (it does not matter what is typed into this field) 

Below these fields are tabs; the Fields tab is selected by default. 

8. Click on the drop-down menu next to the Fields field 

9. Select a “field” 

10. You may edit the “Label” you want to display on your report (optional) 

11. Click on the Add After button to make the field appear in the gray box on the right-hand 

side 

12. Continue doing this until all desired fields appear in the gray box to the right 

13. Click on the Description tab 

14. Type a [description] of the report in the field with the heading of Provide a description 

for the report 




15. Click on the Save button in the upper left-hand corner 

16. Close the active dialog box 




The Reports dialog box is the active window again. 

17. Click on the Refresh button in the upper right-hand corner of the Reports table 

18. Click on the Report Type column to sort by report type 

19. Click on the report that was just created 

20. Below the table, under Run Report, click on the drop-down box to the right of the 

“Destination” field and select “File” 

21. Click on the drop-down box to the right of the “Report Format” and select "CSV" 

22. A Character Encoding field will appear (do not make changes to it) 

23. Click on the Run button 




The “Report To File” dialog box will appear 

Type the [file name] into the “Report File Name” field 

24. Click OK 

1.3 Save the Report 

It will appear as if nothing is happening, but a File Download dialog box will eventually appear. 




1. Choose the destination on your PC where you would like to save the report file 

2. Modify the “File name” if desired and Click the Save button 

You can now navigate to where you saved the report file on your PC and open it using Excel. 




This is a screen shot of how your report may look: 




2 Exporting Data from Remedy to Excel 

Using the Windows Client 

Objective 

The purpose of this document is to outline the steps on how to export data from Remedy into an 

Excel worksheet. 

This document will outline the steps to export Incident data. However, the process may be used 

for any console, such as Change, Problem, etc. 

Instructions 

2.1 Perform a Search in Remedy 

The first step in exporting data from Remedy is to perform a search to locate the records that 

contain the data for the report. 

1. Log into the Incident Management console. 

2. Click on Search Incident. 




3. The Incident form displays in search mode. 

4. Enter search criteria directly into the fields on the search form (for this example, the form is 

filled in to locate all of the Incidents that reference Russell McCall as the Customer). 

5. Click on the Search button located in either the upper right hand corner of the form or the 

lower left. 

6. Search results will be returned in an Incidents-Matching window. 




2.2 Select the Objects to Export 

The next step in exporting data from Remedy is to select (highlight) the objects from which you 

want to export data. 

1. Select the “first record” in the list. 

2. Scroll to the bottom of the list. 

3. Press and hold the SHIFT key. 

4. Select the “last record” in the list. 

5. Click on the Tools menu. 

6. Click on Reporting. 




7. The following screen is displayed. 

The next step in exporting data from Remedy is to build and/or run a report on the records that 

you have selected. 

If you have already built your report, you only have to highlight the existing report and skip to the 

“Export your data to Excel” heading described later in this document. 




2.2.1 Building a New Report Style 

1. Double click >. 

The Properties - > dialog box appears 

This is where fields, general information (Report Name, Comments), sort preferences, statistics, 

and page setup options are defined. 

Fields Tab 

2. Select the fields for the report: 

a. Use the scroll bar on the right side of the screen to find fields or 

b. Click in the Field List section and type the first letter of the field to go to that section of 

the field list 

3. Add the fields to be displayed on the Report Style, using the Add Before, Add After, Move 

Up/Down buttons to place the fields where desired. 




A sample Report Style is displayed below 

Note that some of the fields in the Field List have duplicate field names (e.g. Reported Date vs. 

Reported Date+; Summary vs. Summary*). Use the field with the symbol at the end of it. 




General Tab 

4. Click on the General tab. 

5. Enter a Report Name. 

6. Enter a Comment. 




Sort Tab 

7. Click on the Sort tab. 

8. Choose any desired sorting and grouping options. 




Statistics Tab 

9. Click on the Statistics tab. 

10. Enter any desired statistics, such as Minimum, Count, or Average. 

11. Choose the column layout. 

12. Click on the Add After button. 




Page Setup Tab 

1. Click on the Page Setup tab. 

2. Enter desired information in the following areas: 

a. General 

b. Margins 

c. Size 

d. Separator Definitions 

e. Long Field Format 

f. Report Format (for best results with exporting to a text file, use the Column Report 

Format) 

3. Click OK at the bottom of the screen 

You may receive this notification: 

4. Click OK 




The following screen is displayed 




2.2.2 Save the Report Style for Later Use (Optional) 

1. Right click on the [newly created] Report Style. 

2. Click Save As. 


3. Accept the default style name or enter a different name. 

4. Notice that the text in “Name” and “Comment” fields contains the data entered on the 

“General” tab when creating the Report Style. 





Notice that the new style that was created and saved is now in the Report Styles list, as well as 

the original >. 




2.2.3 Export the Data to Excel 

Select the report that controls what fields are to be exported. 

1. Right click on the selected report. Alternately click the Tools menu; click Export To. 

2. Select “Export To.” 

3. Click on File. 





4. Click on a location displayed in the left pane of the Report to File window or click on the 

drop-down arrow to the right of “Save in:” 

5. Choose a location to save the report. 

6. Click in the text box to the right of “File name:” and enter a [file name]. 

7. Click on the drop-down arrow to the right of “Save as type:” and click on .csv 

Note: The file type of .csv must be selected to open the report in Microsoft Excel. 

8. Click on the Save button. 




Once the .csv file has been saved, it can be opened with Excel and formatted as desired. The 

Report may look similar to the screen below. 




3 Additional Search Criteria Examples 

You can fill in multiple fields from multiple tabs on the Remedy search form to further define your 

search. All fields filled in on the search form are treated as „AND‟ criteria. 

Some searches you wish to perform may require use of the Advanced Search bar. To activate 

the Advanced Search bar, click on Advanced Search in the upper right function bar. The 

Advanced Search bar appears at the bottom of the screen. 

Place your cursor in the text box at the bottom of the screen to the right of Search Criteria, then 

click the field on the form you want to search on. (Alternately, you may use the Fields button at 

the bottom right of the screen to specify fields.) 

Note: All searches within Remedy are case sensitive and data must be entered exactly as it 

appears in the tool. 

*NOTE: The following fields are not currently available in the “Fields” dropdown list for Remedy 

7.6 and must be entered manually in the Advanced Search Bar exactly as typed below: 

‘Organization’ (This is the Agency field) 

‘Department’ (This is the Division field) 

‘chr_Section’ (This is the Section field) 




3.1 Using Relational Operators in the Form 

Relational operators are useful especially in non text fields (such as date and time fields) when 

you want to search for a value within a numerical range. 

You can use the following relational operators as leading characters in fields in a form and in the 

advanced search bar. 

Operator Action 

< Matches contents that are less than the value. 

> Matches contents that are greater than the value. 

= Matches contents that are greater than or equal to the value. 

= Matches contents that are exactly equal to the value. 

!= Matches contents that are not equal to the value. 

( ) Parentheses are used to separate individual comparisons used in a search. 

AND 

OR 

NOT 

The search will only find Incidents where both conditions joined by AND are met. For 

example, „Status*‟ = “Assigned” AND „Assignee+‟ = “Russell McCall” finds all Assigned 

Incidents assigned to Russell McCall. You can also uses the symbol && instead of the 

word AND. 

The search will find Incidents matching either condition joined by OR. For example, 

„Status*‟ = “New” OR „Status*‟ = “Pending” will find all Incidents that are either New or 

Pending. You can use the symbol || (two pipes, usually above \ on a keyboard) instead 

of the word OR. 

The search will find all Incidents where the condition is not met. For example, NOT 

„Reported Source‟ = “Email” will find all Incidents not originating from the email 

interface. You can use the symbol ! (exclamation point) instead of the word NOT. 

+ Adds two integer or real values, adds an integer interval to a time value, or 

concatenates two character strings 

- Subtracts two integer or real values, subtracts two time values, or subtracts an integer 

value from a time value. 

* Multiplies two integer or real values. 

/ Divides two integer or real values. 




For example, if you wanted to search for all requests created after a certain date, you would use 

the greater than (>) relational operator and specify a date and time format. For example, > “July 

6, 2001” in the Create Date field would find all requests created after July 5, 2001. (Leaving out 

the time defaults the search criteria to 0:00:00, the start of the day.) 

3.2 Using Wildcard Symbols in a Form 

When you specify search criteria to find requests, you can use the following wildcard symbols 

anywhere in a form to indicate one or more characters. 

Note: Square brackets and the symbols associated with them do not work with Oracle or Informix 

databases. 

Wildcard 

Function 

% (Percent) Use to match any string of 0 or more characters. 

For example: J%son matches Jackson, Johnson, Jason, and Json. 

_ (Underscore) 

Use to match any single character. 

For example: B_b matches Bab, Bob, and Bub. 

- (Hyphen) Use to indicate a range. Always use within square brackets ([]). 

[ ] (Square brackets) Use to match any single character within a specified range or set. 

For example, [a-f] matches the range of characters a through f, and [abcf] 

matches the set of characters a, b, c, or f. 

[^] (Square brackets 

with caret) 

Use to match any single character not within a specified range or set. 

For example, [^a-f] matches all characters except the range a through f, 

and [^abcf] matches all characters except a, b, c, or f. 

Use the percent symbol (%) when you want to include leading or trailing characters in your 

search. For example, if you want to find all requests submitted by Jill Bobbington, Bobby Fenton, 

and Bob Comptonson when the search style for the field is Anywhere, enter Bob%ton in the 

Submitter field. The search returns all requests for which the Submitters field contains the strings 

“Bob” and “ton” in that order with any number of characters leading, trailing, and in between. 

When used in a form, the percent sign (%), underscore (_), and open bracket ([) symbols always 

function as wildcard symbols except in the following scenarios, where they function as explicit 

characters: 

When you specify a relational operator (for example, > or =). 

When the field‟s default search style is Equal and you do not use a leading or trailing 

percent sign (%). 




3.3 Using Key Words 

In addition to Relational Operators and Wildcard Symbols, Key Words may also be used as 

search criteria in the advanced search bar. 

A full list of Remedy Key Words are listed below with the most frequently used Key Words printed 

in red: 




Sample Key Word Search:

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