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
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||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.|
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.
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
|1||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||If your organization does not use collision management or impact analysis functionality for Change Management, you can choose to disable these features.|
|3||To give users access to Smart IT, assign them the required user permissions.|
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.
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||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||Complete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with Smart IT.|
|8||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||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||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||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||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||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||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||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, .
BMC MyIT configuration
|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||Administrators can grant or restrict access to the areas of the BMC MyIT Administration Console for other administrator.|
|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.|
|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.|
|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.|
You can change the settings that BMC MyIT uses to connect to the following applications:
|8||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||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.