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FAQs and additional resources

This topic provides information that supplements the BMC MyIT 3.1 documentation. It contains the following sections:

Frequently asked questions about BMC MyIT for all users

This section provides answers to frequently asked questions (FAQs) about BMC MyIT.

 What is BMC MyIT all about?

BMC MyIT is an application for mobile devices that enables employees to interact with their IT department efficiently and "in the moment."

You can find details about BMC MyIT capabilities in Use cases.

 How does BMC MyIT work with other BMC mobility options?

BMC 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 BMC 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.

 What’s the difference between BMC MyIT and Smart IT?

BMC 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.

BMC MyIT has specific user licenses, whereas Smart IT is licensed via standard BMC Remedy ITSM user licenses.

 Can I customize BMC MyIT?

You can change the name of the default help desk to "Company XYZ's Help Service," change what options are available by default to clients, and even change which features are enabled. BMC Professional Services can assist with customizing the application name, the icon, and the splash screen, and set a server and a port that the application will automatically connect to.

 I know you can set up pins on maps to signify assets such as printers. Is there a way to visually show on the same map that a specific printer is down?

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.

 BMC MyIT sounds useful for many problems, but what if my problem is that I'm locked out of my own network? How will BMC MyIT help me then?
 When I load my Request Timeline, I only see open requests. All of my other requests with status of cancelled or closed are not displayed.

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.

 If you turn off location service on a client device, does it affect the functionality of anything else?

  Turning off location service affects the positioning on any of the relevant screens (your locations, nearest locations, and their distance).

 What languages does BMC MyIT support?

BMC MyIT supports the following locales:

  • Arabic (ar_AE, ar)
  • 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)
  • Portuguese (pt_PT, pt)
  • Russian (ru_RU, ru)
  • Spanish (es_ES, es)
  • Swedish (sv_SE, sv)
  • Turkish (tr)
  • Welsh (cy)

Note

For desktop users, the locale, date, and current time displayed in the BMC MyIT Universal Client are based on the locale selected in the web browser, and not on the locale selected in the operating system.

On the Apple iOS application, Danish is not available for BMC AppZone functionality.

On the Google Android application, neither Danish, Turkish, nor Welsh are available for BMC AppZone functionality.

 

For more information about localizing content in BMC MyIT, see the Localizing titles and messages.

 Does BMC MyIT replace BMC Service Request Management?

No, BMC 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. BMC MyIT replaces the current self-service portal, which customers can still access if they choose to.

 Is a BMC MyIT app planned for the BlackBerry?

BlackBerry customers should use the Universal Client through a mobile web browser. There will not be a native BlackBerry mobile client for BMC MyIT.

 If an asset is created in BMC MyIT on a device, is it pushed to BMC Atrium CMDB?

No, it is not. As explained in Adding assets, BMC MyIT is not integrated to update BMC Atrium CMDB.

 Does BMC MyIT support Lotus Notes?

No, BMC MyIT supports Microsoft Exchange only.

 Does BMC MyIT check for licenses?

No, BMC MyIT does not check for licenses.

 Are integrations retained during an upgrade?
Yes.
 Does the BMC MyIT installer have a bundled JRE?
No. Installing a bundled JRE is a prerequisite that you must fulfill before installing BMC MyIT. For more information, see Installing.
 Does MongoDB support Unicode?
Yes, MongoDB supports Unicode (characters).

Frequently asked questions about BMC MyIT specific to BMC Remedy OnDemand users

This section provides answers to frequently asked questions (FAQs) about BMC MyIT used in BMC Remedy OnDemand environments.

 Will BMC MyIT run on BMC Remedy OnDemand servers or on different servers?

BMC MyIT will run on servers different from your BMC Remedy OnDemand servers.

 If the servers are different, will BMC MyIT run in the same data centers as our current BMC Remedy OnDemand environments?

Yes.

 If the servers are different, is data exchange between BMC MyIT and BMC Remedy OnDemand encrypted?

Yes. The BMC Remedy AR System API is always automatically encrypted.

 Our users access BMC Remedy OnDemand through onbmc.com. Will BMC MyIT be accessed through the same URL, or do they need to use a new URL?

You will use a different URL.

 For Support Staff people submitting requests through BMC MyIT, can they be logged on to BMC MyIT and BMC Remedy OnDemand simultaneously?

Yes, users can be logged on to both at the same time.

 Our BMC Remedy OnDemand authentication uses SAML and Active Directory Federated Services (AD FS). Our domain-authenticated users never need to supply a password to log on. Can we provision BMC MyIT in the same way?

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 BMC MyIT. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.

 Can we run BMC MyIT and BMC Service Request Management simultaneously? All of our users need access to the same base SRDs, but I want one group of users to use BMC SRM while the other group uses BMC MyIT. Is this okay?

One set of users can use BMC 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 BMC 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 BMC MyIT. However, you can replace the self-service portal with BMC MyIT.

 For a person to have access to BMC MyIT, do they need only a valid People record with a Read license?

Yes, they need only a People entry with a Read license.

 If a support staff member is logged onto BMC Remedy Incident Management with a floating license and also logged onto MyIT to submit a request on behalf of a customer, is the staff member using one or two floating licenses?

One. Only BMC Remedy Incident Management uses the floating license. BMC MyIT does not have floating licenses.

 How is our BMC MyIT environment sized to ensure sufficient capacity?

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.

Additional BMC resources

Online communities, discussion forums, and training

Online documentation for related products:

Related topics

Getting started

Use cases

System requirements

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