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.
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.
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.
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.
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.
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).
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)
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.
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.
BlackBerry customers should use the Universal Client through a mobile web browser. There will not be a native BlackBerry mobile client for BMC MyIT.
No, it is not. As explained in Adding assets, BMC MyIT is not integrated to update BMC Atrium CMDB.
No, BMC MyIT supports Microsoft Exchange only.
No, BMC MyIT does not check for licenses.
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.
BMC 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 BMC MyIT. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.
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.
Yes, they need only a People entry with a Read license.
One. Only BMC Remedy Incident Management uses the floating license. BMC 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.
Additional BMC resources
Online communities, discussion forums, and training
- BMC Communities, BMC MyIT community
- BMC Support Knowledge Base search filtered by BMC MyIT (requires login)
- BMC Educational Services, BMC MyIT learning path
- BMC Global Services, BMC MyIT
Online documentation for related products:
- BMC AppZone 2014.03, 2014.04, and 2015.01
- BMC Atrium Core 9.1
- BMC Knowledge Management 9.1
- BMC MyIT Service Broker 3.1
- BMC TrueSight Operations Management 10.1
- Remedy Action Request System 9.1
- Remedy IT Service Management Suite 9.1
- BMC Remedy with Smart IT 1.4
- BMC Service Request Management 9.1
- BMC Remedy Single Sign-On 9.1