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BMC Remedy with Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.

For information about the latest release, see Smart IT 1.5.01 enhancements.

Release notes and notices
updated 01 Dec

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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Note

This section only includes information about changes since the most recent release of BMC Remedy with Smart IT (Smart IT). If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 1.1, review the release notes for versions 1.2, 1.3, 1.3.01, 1.4, and 1.5.

Date

Title

Summary

December 05, 20161.5.01 enhancements

Enhancements available in version 1.5.01 of BMC Remedy with Smart IT (Smart IT) are:

  • Support for Decision tree knowledge articles
  • Capability to replace a broken asset in the field
  • Console preset filter enhancements
  • Support for automated change requests and tasks
  • Ticket access enhancements
  • Categorization enhancements
  • Date and time display format enhancements
  • Enhancements to recommended ticket templates
  • Custom status reason enhancements
  • Support for Data Compliance
  • Integration with BMC Client Management
  • Affected asset and affected services for incident ticket enhancements
  • Enhancements to the change request and knowledge article approval pane

August 26, 2016ITSM notifications overwritten during Smart IT upgradeProvides a workaround for an issue where ITSM notifications are overwritten during a Smart IT upgrade.
August 26, 2016System requirements for Smart ITAn updated version of BMC Remedy with Smart IT 1.5.00 Compatibility Matrix (PDF) is available. This document can be downloaded from BMC Remedy ITSM Suite compatibility matrix (log in required).
August 24, 2016Smart IT performancePerformance information is now available for Smart IT 1.5.
June 23, 2016

 

1.5.00 enhancements

Smart IT 1.5 introduces several enhancements:

  • High availability enhancement
  • Support for task sequencing
  • Usability enhancements
  • Security enhancements
  • Mobile enhancements
  • Support for the Hebrew locale
  • Include or exclude customer and contact name from the ticket title and description in Smart Recorder
  • Enhancements to the Knowledge-Centered Support (KCS) feature

In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 is the minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.

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Ready-made PDFs are available on the PDFs page. You can also create a custom PDF.

 Click here to see the steps.

From the Tools menu in the upper-right, select:

  • Export to Word to export the current page to Word format
  • Export to PDF to export the current page to PDF format
  • Export branch to PDF to export the current page and its child pages to PDF format

    PDF export


 

 

Planning
 

Performance and system requirements.

Installing
 

Information about installation and configuration of the product, migration of data, and deployment.

Upgrading
 

Upgrade process

Troubleshooting
 

Issues resolution, logs, and contacting Support.

Using
 

Interface descriptions, using the product.

Administering
 

Information about adding custom fields and actions, and setting up Smart Reporting.

Integrating
 

Integrations with other products.

Troubleshooting
This section provides information about troubleshooting this release. It contains the following topics:

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For information about known issues, see Known and corrected issues.

FAQs and additional resources
This topic provides information that supplements the BMC Remedy with Smart IT documentation. It contains the following sections:

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about BMC Remedy with Smart IT.

 

 Is Smart IT the same as MyIT?

You can find the answer to this question and a general overview of Smart IT in Getting started.

 How do I create a basic incident or work order in Smart IT?
 How do I create a knowledge article in Smart IT?
 How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?
 Where can I find documentation for Smart IT in PDF format?

The PDF for the latest Smart IT version is located here. The online documentation is updated regularly, while the PDF contains a snapshot of the content at a particular point in time.

 I’d like a PDF of just selected information. How can I get that?

From the Tools menu in the upper-right, select:

  • Export to Word to export the current page to Word format
  • Export to PDF to export the current page to PDF format
  • Export branch to PDF to export the current page and its child pages to PDF format

    PDF export


Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Remedy with Smart IT documentation that you might find helpful:

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