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BMC MyIT is a context-aware self-service app that's social mobile and formless. For information about this release, see 3.1.00 enhancements.

Release notes and notices
updated 03 Jun

 

 

This section provides information about what is new or changed in this space, including urgent issues, documentation updates, service packs, and patches. 

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Related topics
 Where to find more information

Date

Title

Summary

August 29, 2016ITSM notifications overwritten during Smart IT upgradeProvides a workaround for an issue where ITSM notifications are overwritten during a Smart IT upgrade.
April 1, 2016Re-signing and rebranding BMC MyIT for Apple iOSThis topic is updated with additional steps that are required to re-sign the Apple iOS application for BMC MyIT 3.1.
March 15, 2016Roles and permissionsThis topic summarizes roles and permissions required to access BMC MyIT.
February 26, 20163.1.00 enhancements

This topic summarizes the feature improvements and enhancements of the BMC MyIT 3.1 release.

For administrators:

  • Ability to upgrade an existing BMC MyIT server and integrate it with BMC HR Case Management
  • Ability to upgrade from BMC MyIT 2.5 or later
  • Ability to add knowledge articles to the catalog

For business users:

  • Enhancements for integration with BMC MyIT Service Broker, including the display of rich media for Service Broker items and enhancements to the shopping cart
  • Improved search for knowledge articles includes previews and the ability to return to recent search results
  • Enhanced search
  • Deep links to areas of BMC MyIT
  • Support for additional languages: Danish, Turkish, and Welsh

For technical information and bug fixes that are part of this release, see Known and corrected issues.

Tip

 Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.


 

 

 

Planning
 

Deployment, planning, licensing, and system requirements..

Installing
 

Information about installing BMC MyIT, BMC Remedy with Smart IT, or both.

Upgrading
 

Information about upgrading BMC MyIT, BMC Remedy with Smart IT, or both.

Troubleshooting
 

Troubleshooting and contacting Support.

Using
 

Common usage scenarios and how to enable them.

Administering
 

Social, broadcasts, locations, services, Unified Catalog, helpdesk, assets.

Integrating
 

BMC AppZone, BMC TrueSight, BMC Cloud Lifecycle Management, and BMC Remedyforce.

Known and corrected issues
 
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

Videos

The following topics contain videos that supplement or replace the text-based documentation.

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Comments

  1. Worawut Ekarat

    I can see the benefits of adding a search bar that searches through all MyIT documents on this page, too - the same applies to other apps. Thanks.

    May 03, 2016 07:36
    1. Michele Marques

      Glad the search bar is helping.

      May 04, 2016 12:49
  2. Dave Trevino

    Have another issue to add.My coworker actually opened the case, and just confirmed support is opening the defect.

    When upgrading from an earlier version of MyIT to 3.1 (in our case from 2.6.00), the interface for making a request on behalf of someone else is not displayed, when it should be. This has been replicated by BMC support in lab.

    May 19, 2016 01:24
    1. Michele Marques

      Thanks for bringing this up. I'm tracking down the issue number, so that I can add it to the list of known and corrected issues.

      May 20, 2016 03:33
    1. Michele Marques

      Hello Dave - I tracked down the issue number. You'll now see this issue on Known and corrected issues as issue # DRIIT-15519.

      Jun 14, 2016 04:10
  3. Dave Trevino

    Thanks Michele, much appreciated. Figured that one was the kind of thing it'd be nice for administrators to know about when planning to update.

    Jun 15, 2016 07:06