Configuring actions in Smart IT
Actions can provide information to agents, while the agent is working on the ticket in Smart IT. An administrator can configure external URLs, URIs, and provider actions for easy access from within tickets in the Smart IT interface. Agents can also launch actions from the Dashboard. While resolving tickets, service desk agents can refer to defined actions to determine how to proceed.
You can configure actions globally for all views or for each view separately. Smart IT supports the Incident View, Work Order View, Task View, Person Profile, and Change View. All actions are displayed under the More menu. When these actions are configured at the global level, the More menu is displayed next to the Configuration menu. When they are set for the individual view (for example, the Incident view), the More menu is displayed to the right of every incident ticket. In the More menu, you can arrange actions in alphabetical order or in a custom order.
You can configure actions through the universal client. However, while configuring, you can choose to apply them on Android and iOS platforms. You can edit and delete the configured actions any time.
Watch this short video about configuring provider actions:
http://youtube.com/watch?v=hzlyS2REEEs
Watch this short video about configuring URLs for easy access from the Smart IT interface:
http://youtube.com/watch?v=D9Jn9IbPOXo
Comments
What is the correct syntax for the action parameter?
Tried URL/URI
https://www.google.de/?gws_rd=ssl#q=[Status]
https://www.google.de/?gws_rd=ssl#q=[4]
Nothing works for me in an german environment
Hello Matthias,
Thank you for bringing the issue to our notice. Smart IT developers are looking into it.
I'll keep you updated.
Regards,
Rakhi
Hello Matthias,
We are tracking this issue as a defect in our system.
Thank you,
Rakhi
I'd like to see examples of how to launch records in Mid-tier from the Smart-IT action. Until we get all the personas in place there are functions that must be completed in Mid-tier (i.e. change impact simulation, etc.). I'd like actions to launch the full Mid-tier interface for the record I'm viewing in Smart IT.
Same thing with Smart Reporting. A global Action to directly launch the Smart Reporting dashboard.
How about launching a related Problem record in Mid-tier from the Smart IT Incident view.
Something new here? Is there a fix in 1.3.01?
Hello Matthias,
Sorry for the delay in response. We have fixed the issue related to German environment.
If you are hard code the URL, for example: https://www.google.de/?gws_rd=ssl#q=[4], do not use square brackets [ ] instead, enter https://www.google.de/?gws_rd=ssl#q=4.
The feature remains the same in 1.3.01.
Thanks,
Rakhi
Rakhi Rathod
Do i missunderstood something?
the brackets should show the System to give a Parameter to the new window...
Easy example: Detailed Description in an incident is set to "ORA-09876 Error" and i want to open Google with that text... so how can i pass the Parameter...i think i have to put field in Brackets but that Action is not possible to save because of the brackets...
In this Video it works as i expect! But when i type a braket the field selection does not Popup.
Also the hint "This field accepts argument with [ ]" is greyed out...
So what is wrong in my Environment?
Hello Matthias,
You are right. In Smart IT 1.3, there was some issue with [ ]. The issue is now resolved in Smart IT 1.3.01.
Could you configure actions in 1.3.01, and see if they work fine. The Smart IT Customer Support team can also help you with this issue. To contact Customer Support, click here.
Thanks,
Rakhi
Just for info:
OK, here in my environment it works now only in IE and not in Firefox. The list of fields is displayed, when i type an "?".
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