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Configuring after installation

Before you deploy BMC MyIT and after completing the  installation procedures , you must configure the system.  Because BMC Remedy with Smart IT (Smart IT) and BMC MyIT share the same server and installer, overlap exists between configuration tasks. All tasks are summarized in the following sections:

Smart IT and MyIT Configuration

StepActionAddtional information
1 Enabling a maps license

After installing or upgrading to BMC Remedy with Smart IT and BMC MyIT, location maps will not appear. In order to display location maps, follow the procedure to obtain and enable a supported maps license.

2 Modifying Smart IT or Smart IT Social server ports You might need to change the ports if you did not specify an open port during installation or upgrade, or if these ports are in use. These ports are used to connect the web and mobile Smart IT clients to the Smart IT server.
3 Integrating Smart IT with LDAP for broadcasting

This topic describes how to configure the integration of LDAP for broadcasting with both BMC Remedy with Smart IT (Smart IT) and BMC MyIT.

You can integrate BMC Remedy with Smart IT (Smart IT) and BMC MyIT with LDAP so that you can distribute broadcasts to your LDAP distribution groups. If configured, these groups are also used when setting up services on the BMC MyIT Administration console.

4
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This topic describes how to configure the integration of BMC Remedy Single Sign-On with Smart IT and BMC MyIT.

BMC Remedy Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs on to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.

 

Smart IT configuration

StepActionAddtional information
1 Integrating BMC Remedy ITSM with the Social Server for Smart IT The information shown on timelines and feeds is uploaded from BMC Remedy IT Service Management (BMC Remedy ITSM) and processed by the Social Server. To import the existing BMC Remedy ITSM data into the Social Server, use the BMC Remedy with Smart IT onboarding utility.
2 Disabling collision management and impact analysis in Smart IT If your organization does not use collision management or impact analysis functionality for Change Management, you can choose to disable these features.
3 Smart IT Permissions To give users access to Smart IT, assign them the required user permissions.
4 Review the login ID requirements for service requests in Smart IT

Note: This is specific to Smart IT.

If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID.

Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available service request templates for that person.

5 Adding custom fields to your views using Smart IT

You might have custom fields defined for BMC Remedy IT Service Management, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Remedy ITSM fields that are not shown by default in Smart IT.

When you add custom fields, they appear in the area that you specify in Screen Configuration. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder.

6 Enabling full text search Full text search (FTS) is an optional feature that you can install with the BMC Remedy AR System server. To use FTS with Smart IT, you must install BMC Remedy Knowledge Management, even if you do not plan to create knowledge articles. To use the complete FTS capability, you must configure and enable the feature.
7 Enabling SSL for Openfire chat server Complete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with Smart IT.
8 Integrating Smart IT with phone systems If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.
9 Configuring notifications for Smart IT Configure your notifications. You can choose to use BMC Remedy ITSM notifications, for example if you have customized notifications. You can enable localized Smart IT notifications for mobile clients.
10 Configuring automatic following in Smart IT Configure whether users automatically receive updates for new knowledge articles, incidents, work orders, tasks, service requests, change requests, and broadcasts that they create. By default, users only receive updates for new knowledge articles that they create.
11 Configuring security options for Smart IT Configure security options. Limit the types of files that users can attach to Smart IT records. Update the content security policy to allow users to attach images from external sources to knowledge articles. If you have Openfire chat installed, edit the openfire/conf/cross-domain-policy.xml file to only allow access to data from a specific domain (or domains).
12 Disabling application modules in Smart IT If your organization does not use BMC Service Request Management, BMC Work Order Management, BMC Change Management, or BMC Problem Management in Smart IT, you can choose to disable these application modules.
13 Configuring Smart Recorder to search by last name or first name By default, Smart Recorder locates customer profiles by assuming a "first name, last name" order when you enter the person's name. You can configure Smart IT so that the Smart Recorder searches by the customer's last name as well as the first name.
14 Configuring Smart Recorder to exclude customer and contact names from ticket title and description While creating a ticket using Smart Recorder, the customer name and contact names are automatically included in the title and description of the ticket. You can choose to exclude the customer name and contact names from the title and description by changing the default value of a configuration setting.
15 Configuring the reconciliation method for assets in Smart IT When you install Smart IT 1.5, a new Sandbox Job Calls setting is added to the AST:AppSettings form. This setting controls how reconciliation calls (requests) are processed for assets.

Note: After you finish configuring BMC Remedy with Smart IT,  Deploying Smart IT to your users .

BMC MyIT configuration

StepActionAddtional information
1

Setting up administrator authentication

The BMC MyIT server supports both user and administrator logons. Both types of logons are authenticated by using BMC Remedy Action Request AR System (BMC Remedy AR System). To assign BMC MyIT administration permissions to BMC Remedy AR System users, you add the users to the MyIT Admin group in BMC Remedy AR System. The system creates this group automatically during installation.
2 Assigning administrator permissions Administrators can grant or restrict access to the areas of the BMC MyIT Administration Console for other administrator.
3

Setting the default service request definitions for BMC MyIT

If you use BMC Service Request Management to process requests and incidents submitted by BMC MyIT users, you must create a series of service request definitions (SRDs) specifically for use with BMC MyIT. You configure SRDs in the BMC Service Request Management Console.
4

Localizing titles and messages

  • Contact options that appear when a user taps Account Problems on the Login screen or IT Contact Information from the Assistance screen.
  • The name of the screen that lists a user’s appointments and the instructions that tell users what to enter when creating an appointment.
  • The names of asset actions that appear when a user clicks an icon on a floor map. Using a similar procedure, you can edit asset actions.
5

Changing terminology used in the application

BMC MyIT enables you to customize the names of items that appear on your users' desktop browsers and mobile devices. For example, you can update the name of the service desk to My Company Service Desk.
6

Changing client functionality options

Within BMC MyIT, you can enable and disable features that you might not want to use immediately in your deployment. For example, if you are not set up to support location services, you can disable that functionality. You can also configure the settings for features such as the Contact IT button and Virtual Chat cross-launch.
7

Making configuration changes to integrated applications

You can change the settings that BMC MyIT uses to connect to the following applications:

  • BMC Service Request Management
  • BMC Remedy IT Service Management (BMC Remedy ITSM, the enterprise application)
  • BMC Remedy Action Request System (BMC Remedy AR System, dedicated to the BMC MyIT application)
8 Configuring multitenancy The multitenancy feature of BMC Remedy IT Service Management (BMC Remedy ITSM) provides the ability to segregate data by operating company and customer company.
9 Configuring email notifications To allow BMC MyIT users to accept email notifications for services, you must configure your company's mail server information and verify that users have valid email accounts with the specified server. Users can then select email notifications for specific services.

Where to go next

After you finish configuring BMC MyIT, deploy BMC MyIT to your users.

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