FAQs and additional resources
This topic provides information that supplements the MyIT 3.3 documentation. It contains the following sections:
Frequently asked questions about MyIT for all users
This section provides answers to frequently asked questions (FAQs) about MyIT.
MyIT is an application for mobile and desktop devices that enables employees to interact with their IT and HR departments efficiently and "in the moment."
You can find details about MyIT capabilities in Use cases.
MyIT is aimed at consumers of IT or other services, while BMC Remedy IT Service Management (ITSM) is aimed at staff members delivering or supporting IT or other services. Both MyIT and BMC Remedy ITSM offer mobility UI options. For BMC Remedy ITSM, mobility was, in the past, delivered via BMC Mobility products, but it is now delivered via BMC Remedy with Smart IT.
MyIT is aimed at consumers of IT or other services. BMC Remedy with Smart IT is the new user experience for BMC Remedy ITSM, which is aimed at staff members delivering or supporting IT or other services. Both of them share the same installer and technology infrastructure, but the solutions can be enabled and used independently. For best results in service management, the use of both components is recommended.
MyIT has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.
You can, as an administrator, manually update the status of any asset. "Down" printers are shown as red icons, for example, instead of green. Future releases will automatically update status icons of assets on maps.
This is by design. Only requests with Open status are displayed on the Request Timeline. If a request has been set to cancel or closed, they are removed from the Requests view. To view additional requests, click the filter icon and select additional status values.
Turning off location service affects the positioning on any of the relevant screens (your locations, nearest locations, and their distance).
- Arabic (ar_AE, ar)
- Brazilian Portuguese (pt_br)
- Chinese (zh_CN)
- Chinese - Traditional Chinese (zh_TW)
- Danish (da)
- Dutch (nl_NL, nl)
- English (en_US, en)
- Finnish (fi_FI, fi)
- French (fr_FR, fr)
- German (de_DE, de)
- Hebrew (he_IL, he)
- Japanese (ja_JP, ja)
- Korean (ko_KR, ko)
- Norwegian (nb_NO, nn_NO, no)
- Italian (it_IT, it)
- Polish (pl_PL,pl)
- Russian (ru_RU, ru)
- Spanish (es_ES, es)
- Swedish (sv_SE, sv)
- Thai (th)
- Turkish (tr)
- Welsh (cy)
For information about which clients and consoles are localized, see Supported languages and locales. For more information about localizing content in MyIT, see the Localizing titles and messages.
No, MyIT does not replace BMC Service Request Management. Instead, it adds value to the solution. BMC Service Request Management comprises a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. MyIT replaces the current self-service portal, which customers can still access if they choose to.
No, it is not. As explained in Adding assets, MyIT is not integrated to update BMC Atrium CMDB.
No, MyIT supports Microsoft Exchange only.
No, MyIT does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.
Frequently asked questions about MyIT specific to BMC Remedy OnDemand users
This section provides answers to frequently asked questions (FAQs) about MyIT used in BMC Remedy OnDemand environments.
MyIT will run on servers different from your BMC Remedy OnDemand servers.
Yes. The BMC Remedy AR System API is always automatically encrypted.
You will use a different URL.
Yes, users can be logged on to both at the same time.
If it works using BMC Remedy Single Sign-On (or BMC Atrium Single Sign-On) with BMC Remedy Mid Tier, it will also work with MyIT. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.
One set of users can use MyIT, and another set can use BMC Service Request Management, which is comprised of a service catalog to publish services, a workflow engine to process requests, and a self-service portal to request services. You can configure MyIT to use the same service request definitions (SRDs).
As of today, your users can use the BMC Service Request Management self-service portal and MyIT. However, you can replace the self-service portal with MyIT.
Yes, they need only a People entry with a Read license.
One. Only BMC Remedy Incident Management uses the floating license. MyIT does not have floating licenses.
It is a shared cluster sized for many customers. No specific provisioning of resources is required per customer. The environment is monitored and sized for growth.
Frequently asked questions about BMC AppZone deprecation
Yes, you can continue to use BMC AppZone with MyIT 3.3, only if you enabled and configured it prior to the upgrade.
If you disabled BMC AppZone, AppZone Items in Catalog feature, or both, before upgrading to MyIT 3.3, you cannot enable or configure these features again. You can continue to use only those features that you enabled prior to upgrading.
Versions subsequent to MyIT 3.3 will not support BMC AppZone in any way.
Information about BMC AppZone is available in the BMC Appzone online documentation at BMC AppZone 2014.03, 2014.04, and 2015.01.
No, if you installed MyIT 3.3 for the first time, you cannot implement BMC AppZone. Consider using the capabilities offered by MyIT Service Broker 3.3 or MyIT Digital Workplace 3.3.
You can replace BMC AppZone with MyIT Service Broker 3.3 or MyIT Digital Workplace 3.3. The following table compares the features of all options.
Provided you enable and configure BMC AppZone before upgrading to MyIT 3,3, you can continue to use BMC AppZone until the End of Service (EOS) date.
|Feature||BMC AppZone||MyIT Digital Workplace 3.3 |
|MyIT Service Broker 3.3|
Recommended Applications from iTunes or Google Play
Optional versus Mandatory items
Service Template Management
Customers of MyIT Digital Workplace 3.3 On Demand receive the functionalities equivalent to BMC AppZone.
On-premises customers of MyIT Digital Workplace who like the new functionality can migrate to MyIT Digital Workplace 3.3 On Demand and retain their connection to the on-premises BMC Remedy AR System.
There are no plans to provide the replacement functionalities of BMC AppZone to on-premise customers. You can choose to implement MyIT Service Broker 3.3 in your MyIT environment.
Frequently asked questions about Support tab deprecation
Yes, you can continue to use the Support tab, only if you enabled and configured it prior to the upgrade. If you disable the Support tab before upgrading to MyIT 3.3, there will be no way to enable or configure it again.
Versions subsequent to MyIT 3.3 will not support the Support tab in any way.
No, if you installed MyIT 3.3 for the first time, you cannot implement the Support tab. BMC highly recommends that you evaluate the broad capabilities and options provided by the Catalog and start providing these enhanced features to your end users.
The Catalog provides the additional capabilities not found on the Support tab:
- Sections to promote top-requested items or content that needs to be more visible
- Sections to include items from entire categories or a custom range of selected items
- Detailed discovery through standard, tree-based lists for categories
- Data collected from various sources, such as Service Request Definitions from BMC Service Request Management; knowledge articles from BMC Knowledge Management; HR requests, how-to items and quick links from BMC HR Case Management, MyIT Service Broker, and other sources
In addition, the Catalog is easily configurable. An administrator can set up the sections in Catalog and configure their look and feel. For more information, see Setting up sections in the Catalog.
Additional BMC resources
Online communities, discussion forums, and training
- BMC Communities, MyIT community
- BMC Support Knowledge Base search filtered by MyIT (requires login)
- BMC Educational Services, MyIT learning path
- BMC Global Services, MyIT
Online documentation for related products:
- BMC Atrium Core 9.1
- BMC Knowledge Management 9.1
- MyIT Service Broker 3.3
- Remedy Action Request System 9.1
- Remedy IT Service Management Suite 9.1
- BMC Remedy with Smart IT 1.5
- BMC Service Request Management 9.1
- BMC TrueSight Operations Management 10.1
- BMC Virtual Chat 9.1
- BMC Remedy Single Sign-On 9.1