Setting configuration parameters for Smart IT

If this parameter is not added, the default value is false. To display the filters, you must first add this parameter to the com.bmc.arsys.smartit component and then set the value to true. For more information, see Managing AR Server Group components by setting global-level and local-level configurations .

By default, the value of this configuration parameter is set to 30 days. As per your requirement, you can change this date.

Best practice: We recommend to set the date in a monthly date range, for example, 30 days, 60 days, 90 days.

The date range that you set, is displayed when you open the Ticket Console.

If the parameter is set to True, when creating tickets in Smart Recorder the service desk agents can search for assets and people on the basis of the #company accelerator. If the service desk agent has access to only one company, then only that company related records will be displayed for selection.

If the parameter is set to False, when creating tickets in Smart Recorder people and asset is searched in context of the company to which the logged in service desk agent has access.

For details see, How the Smart Recorder search works.

The parameter applies to the Change Coordinator/Manager persona. It is used to determine if the user can manage the collision status of change requests that are in collision (when two change requests have one or more of the same related Configuration Items (CIs), and have overlapping scheduled dates). When the parameter is changed to True, the collision management capabilities are disabled for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in Smart IT.

Applies to the Change Coordinator/Manager persona. Used to determine if the user can analyze the impact of a Change Request and act on those impacts. An Impact Analysis can be run and analyzed to determine which Configuration Items (CIs) are impacted by the change and those impacted CIs can be related to the Change Request. A value of true will disable the Impact Analysis capabilities for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in Smart IT.

This parameter enables the administrators to configure the number of CIs related to a change request for which automated collision detection is triggered. If the number of CIs related to a change request exceeds the value set for this parameter, automatic change collision detection should not be triggered.

Collision detection is disabled if this parameter is set to 0.

If this parameter contains an invalid value, this value is not considered and automatic change collision detection is triggered.

This configuration parameter is used to set the second user as customer in the Smart Recorder. By default, when you enter the second user's name in the Smart Recorder, it automatically considers the second user as contact. If you set the smartRecorderSetSecondPersonAsCustomer configuration value to true, the Smart Recorder considers the second user as customer.

This parameter enables the administrators to integrate Live Chat with Smart IT.

In this parameter, specify the Mid Tier load balance server URL. Service Desk Agents use this URL to share knowledge article links with the user in Live Chat and enable the chat users to open the knowledge articles in Mid Tier.

In this parameter, specify the BMC Digital Workplace load balancer server URL. Service Desk Agents use this URL to share knowledge article links with the user in Live Chat and enable the chat users to open knowledge articles in BMC Digital Workplace.

The dwp.base.url parameter takes precedence over the mid_tier.base.url parameter. If both parameters have been specified, then BMC Digital Workplace links are used to share knowledge articles.

In this parameter, specify the ESChat server load balancer URL. This parameter enables the agents to access Live Chat from Smart IT.

When this parameter value is true, the Self-help pane is available in Smart IT. The Self-help pane provides guided assistance, links to help topics, and videos relevant to where users are in the product and the work they are doing.

To disable the Self-Help pane, set this parameter value as false.

This configuration parameter is used to specify the production URL of the embedded self-help.

The default value points to the Whatfix guided assistance provided by BMC.

If your organization decides to create custom Whatfix guided assistance using a separate Whatfix license, you can use this parameter to point to your custom content.

If you upgrade from an earlier version of Smart IT, this parameter allows the Whatfix content to be loaded in Smart IT.

Note: This parameter is reserved for BMC and you must not remove or modify any of the default properties.

Use this configuration parameter to specify the number of CIs to be retrieved when users search for CIs to relate them to a change request. Based on the value in this parameter, the specified number of CIs are displayed when a search is performed.

This parameter is used for asset specific cache. With this parameter, the asset-related dataset values are stored in the cache instead of querying the Smart IT server every time.

If you set this parameter to true, Smart IT assigns an outage to the Change Manager of the change request from which the related outage is created.

Use this configuration parameter to set the period after which autosaved knowledge article drafts and expired knowledge articles are cleared from the Smart IT database.

Use this configuration parameter to set the initial period after which autosaved knowledge article drafts and expired knowledge articles are cleared from the Smart IT database.

To display the Affected Service and Affected Asset information of an incident in the Related Items, set the value true.

For release ticket, the Retain old CI relationship checkbox is not displayed as the release ticket is not single edit page.

For mobile devices, the date and time format depends on the settings specified in the device. For universal client, the date and time is displayed based on the date and time format of the browser locale. By default, Smart IT supports date in English locale, and follows the US date format, mmm dd, yyyy and 12 hour time format. For more information, see Date and time display format.

Assets and services that are affected due to the reported incident, or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident.

Example:

Nancy, a service desk agent creates an incident ticket for the issue reported by Allen Allbrook, a customer. Allen belongs to Company A. Allen uses these assets and services: Asset1 and Business service1 belong to Company B; and Asset2 and Business service2 belong to Company A.

• If the affectedCISearchByAssetPeopleRelation property is set to False—when Nancy creates or edits an incident where Allen is the affected customer, the search result displays only Asset2 and Business service2 in the Affected Asset and the Affected Service fields.
• If the affectedCISearchByAssetPeopleRelation property is set to True—when Nancy creates or edits an incident where Allen is the affected customer, the search result displays Asset1, Asset2 in the Affected Asset field, and Business service1, Business service2 in the Affected Service field.

For more information, see Enabling affected assets and affected services for incident.

This configuration parameter is used to disable specific Smart IT applications. For more information, see Disabling modules in Smart IT.

While configuring source editing for knowledge articles, if you want to enable source editing (not recommended), you must open the isCKEditorSourceEditable property and change its value from false to true. For more information, see Enabling affected assets and affected services for incident.

Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.

Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.

Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.

To use the cognitive service set value to one of the following:

No: if you don't want the Cognitive service to populate the category and the user can manually select a category.

Show Recommendation: if you want Cognitive service to show Recommendation button that an agent can use to populate relevant category while creating a ticket.

Apply Automatically: if you want Cognitive service to apply relevant category automatically, while creating a ticket from Smart Recorder.

You can configure this parameter from Cognitive Service Configuration form. To do this, see Configuring BMC Cognitive Service Management .

For Cognitive Service to function, ensure that the training data set is successfully trained. For steps to train your data set, see Generating training data for BMC Cognitive Service Management .

To enable the Google Maps license, enter the API key. For more information see Enabling maps in Smart IT.

Note: From Smart IT 1805, you have to apply license for google.

To enable the Google Maps license, enter the license key. For more information see Enabling maps in Smart IT.

Note: From Smart IT 1805, you have to apply license for google.

(Optional) Your welcome letter from Google includes a cryptographic signing key, which you can use to generate unique signatures for your web service requests. For more information see Enabling maps in Smart IT.

Note: From Smart IT 1805, you have to apply license for google.

Set sessionCookiePersistenceEnabled to true in order for mobile clients to store SSO session cookies between application restarts.

Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade.

When a user logs in to Smart IT, a license is allocated and if the user logs out, the license is released. But If a user directly closes browser, Smart IT waits for some time (as configured in the arlicense.timeout.in.seconds configuration parameter) and then the license is released. You can set the value between 30 seconds and 300 seconds in this configuration parameter. This configuration parameters automatically sets 30 seconds if you set any value less than 30 seconds. You can check Smart IT logs to see the arlicense timeout.

Notes:

• This is only applicable for Universal Client of Smart IT not for any mobile platforms.
• License cannot be released in case of exceptional cases like, network failure, Smart IT service down, Smart IT service kill.
• This configuration parameter is transferred to the local settings in case of Smart IT upgrade.

Notify users about approvals Interval in minutes.

Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade.

Notify users about approvals delay in minutes.

Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade.

Enable/Disable Notify users about approvals.

Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade.

This configuration parameter is used to prevent the Cross-Frame Scripting (XFS) through iFrame. The XFS is an attack that combines malicious JavaScript with an iframe that loads a legitimate page to steal information from an unsuspecting user. This attack becomes successful when it is combined with social engineering.

In the web.xml of Mid-Tier, you can set the value to SAMEORIGIN, which only allows the current site to frame the content. If you set ALLOW-FROM uri, it will allow the specified uri to frame the page. You need to restart the Mid-Tier services after modifying this value.

For more information, see BMC Remedy Action Request System 18.08, 18.08 enhancements .

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