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MyIT is a context-aware self-service app that's social mobile and formless. For information about this release, see 3.3.00 enhancements.  
Release notes and notices
updated 19 Jan

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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 Where to find more information

Date

Title

Summary

December 5, 20163.3.00 enhancements

This topic summarizes the feature improvements and enhancements of the MyIT 3.3 release.

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

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Getting started

 

 

Video library >

Planning

 

Deployment, planning, licensing, and system requirements.

Installing

 

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

Upgrading

 

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

Using

 

Information about using the MyIT client applications.

Administering

 

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

Integrating

 

HR Case Management, Service Broker, Virtual Chat,  TrueSight, and more.

Troubleshooting

 

Troubleshooting and contacting Support.

 

 

FAQs and additional resources

 This topic provides information that supplements the MyIT 3.3 documentation. It contains the following sections:

Frequently asked questions about MyIT for all users

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

 What is MyIT all about?

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

You can find details about MyIT capabilities in Use cases.

 How does MyIT work with other BMC mobility options?

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 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 MyIT and Smart IT?

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.

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

 Can I customize MyIT?

You have a number of options to change the terminology,  to rebrand MyIT, and to customize icons. For details, see:

 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.

 MyIT sounds useful for many problems, but what if my problem is that I'm locked out of my own network? How will 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 MyIT support?

  • 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)
  • Thai (th)
  • Turkish (tr)
  • Welsh (cy)

For information about which clients and consoles are localized, see Supported languages and locales. For more information about localizing content in MyIT, see the Localizing titles and messages.
 Does MyIT replace BMC Service Request Management?

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

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

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

 Does MyIT support Lotus Notes?

No, MyIT supports Microsoft Exchange only.

 Does MyIT check for licenses?

No, MyIT does not check for licenses. However, you can run a report to review usage, as described in Reviewing active users.

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

Frequently asked questions about MyIT specific to BMC Remedy OnDemand users

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

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

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

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

Yes.

 If the servers are different, is data exchange between 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 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 MyIT, can they be logged on to 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 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 MyIT. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.

 Can we run 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 MyIT. Is this okay?

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

 For a person to have access to 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. MyIT does not have floating licenses.

 How is our 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.

Frequently asked questions about BMC AppZone deprecation

 I implemented BMC AppZone in a previous version of MyIT. Can I continue to use it with MyIT 3.3 or later versions?

Yes, you can continue to use BMC AppZone with MyIT 3.3, only if you enabled and configured it prior to the upgrade.

If you disabled BMC AppZone, AppZone Items in Catalog feature, or both, before upgrading to MyIT 3.3, you cannot enable or configure these features again. You can continue to use only those features that you enabled prior to upgrading.

Versions subsequent to MyIT 3.3 will not support BMC AppZone in any way.

Information about BMC AppZone is available in the BMC Appzone online documentation at BMC AppZone 2014.03, 2014.04, and 2015.01.

 I performed a fresh installation of MyIT 3.3. Can I implement BMC AppZone?

No, if you installed MyIT 3.3 for the first time, you cannot implement BMC AppZone. Consider using the capabilities offered by MyIT Service Broker 3.3 or MyIT Digital Workplace 3.3.

 What options do I have to replace BMC AppZone?

You can replace BMC AppZone with MyIT Service Broker 3.3 or MyIT Digital Workplace 3.3. The following table compares the features of all options.

Provided you enable and configure BMC AppZone before upgrading to MyIT 3,3, you can continue to use BMC AppZone until the End of Service (EOS) date.

FeatureBMC AppZoneMyIT Digital Workplace 3.3
On Demand
MyIT Service Broker 3.3

Banner Management

(tick)(tick)(tick)

Banner Entitlement

(error)(tick)(tick)

Banner Scheduling

(error)(tick)(tick)

Rich Profile

(tick)(tick)(tick)

Bundles

(tick)(tick)(tick)

Category Management

(tick)(tick)(tick)

Recommended Applications from iTunes or Google Play

(tick)(error)(error)

Optional versus Mandatory items

(error)(error)(tick)

Service Template Management

(error)(error)(tick)

Connectors

(error)(error)(tick)

Service Costing

(error)(error)(tick)

Supplier Management

(error)(error)(tick)

 How do I obtain the functionality equivalent to BMC AppZone?

Customers of MyIT Digital Workplace 3.3 On Demand receive the functionalities equivalent to BMC AppZone.

On-premises customers of MyIT Digital Workplace who like the new functionality can migrate to MyIT Digital Workplace 3.3 On Demand and retain their connection to the on-premises BMC Remedy AR System.

There are no plans to provide the replacement functionalities of BMC AppZone to on-premise customers. You can choose to implement MyIT Service Broker 3.3 in your MyIT environment.

Frequently asked questions about Support tab deprecation

 I had implemented the Support tab in a previous version of MyIT. Can I continue to use it with MyIT 3.3 or later versions?

Yes, you can continue to use the Support tab, only if you enabled and configured it prior to the upgrade. If you disable the Support tab before upgrading to MyIT 3.3, there will be no way to enable or configure it again.

Versions subsequent to MyIT 3.3 will not support the Support tab in any way.

 I performed a fresh installation of MyIT 3.3. Can I implement the Support tab?

No, if you installed MyIT 3.3 for the first time, you cannot implement the Support tab. BMC highly recommends that you evaluate the broad capabilities and options provided by the Catalog and start providing these enhanced features to your end users.

 How is the Catalog better than the Support tab?

The Catalog provides the additional capabilities not found on the Support tab:

  • Sections to promote top-requested items or content that needs to be more visible
  • Sections to include items from entire categories or a custom range of selected items
  • Detailed discovery through standard, tree-based lists for categories
  • Data collected from various sources, such as Service Request Definitions from BMC Service Request Management; knowledge articles from BMC Knowledge Management; HR requests, how-to items and quick links from BMC HR Case Management, MyIT Service Broker, and other sources

In addition, the Catalog is easily configurable. An administrator can set up the sections in Catalog and configure their look and feel. For more information, see Setting up sections in the Catalog. 

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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