This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

System settings

This function is used to configure general and BMC Remedy AR System settings.

To modify system settings

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation> Advanced Options> System Configuration Settings - System Settings, and then click Open. The System Settings form appears.

     System Settings form

  3. To enable the capability to define unique prefixes for records, select Enable User Defined Prefix.
    This option is used in a distributed environment in which records are generated by two or more servers and duplicate records might be generated. When you select this option, you also have to define the unique prefix as described in Configuring forms to use DSO unique prefixes. For example, by default incident records are prefixed with INC (INC000000314355). You might want to configure another server to create incident records with a prefix of IMT (IMT000000314355) to avoid duplicate records.
  4. To restrict a user's access to only one company's information, select Single-Tenancy in the Tenancy Mode field, and then select the company to which the user should have access. This restriction is useful, for example, if you have outsourced some IT functions in your organization and want to restrict a third-party vendor to information that belongs to them.
  5. To see the attachment icon on the ticket form, select the Enable Attachment option.

  6. To provide ticket data access to individuals and support groups referenced on a ticket, in the Applications Permission Model field, select Support Group. To provide ticket data access to individuals, support groups, and companies relevant to a ticket, select Support Group and Company in the Applications Permission Model field.

    Upgrade to 9.1.02 from the following versions of BMC Remedy ITSMDefault value set for the Applications Permissions Model field
    9.0.00 or an older versionSupport Group and Company
    9.1.00 or 9.1.01Support Group
  7. Make any other changes, and then click Save.

    For information on completing the Enable Notification via Twitter, Enable RSS feed, and Enable Chat fields, see Enabling chat, Twitter notifications, and RSS feeds.

    Important


    • To give individuals access to information in BMC Remedy ITSM, you must give them access to specified companies or select Yes for the Unrestricted Access field on the Login/Access Details of the People form.
    • The Openfire Chat plug-in of Remedy AR System works only on browser versions that support Adobe Flash. We recommend to use Smart IT Openfire Chat for agent to agent communication.


Related topics

Creating a non-support person profile
Granting users access to the BMC ITSM Requester console
Providing access to people records of other companies
Tenancy mode

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Comments

  1. Leonard Warren

    Step 5 question. It states, "To see the attachment icon on the ticket form, select the Enable Attachment option." What attachment icon is being referenced here? On all of the primary ITSM forms, the Work Details section shows the first attachment icon that one can add an attachment. I reviewed Developer Studio and found nothing new that can be added. I have not dug into the workflow but just curious as to what attachment icon and on what form is being referenced.

    Jul 23, 2019 04:56
    1. Jyoti Nerkar

      Hello Leonard,


      Thanks for your comments. 

      The attachment icon that is mentioned in Step 5 refers to the attachment icon on the ticket forms. This topic is referring to the AR system settings for configuring ITSM foundation. Yes, this is not something new.

      Hope this helps.

      Regards,

      Jyoti

      Jul 23, 2019 11:48
  2. Leonard Warren

    Is step 6 for the cloud because if you set up the individuals with company rights or unrestricted access then setting the Applications Permissions Model does not make sense as to which option to use?

    Jul 23, 2019 04:57
    1. Jyoti Nerkar

      Hi Leonard,


      The setting is not specific to cloud. Here is the explanation of the options available in the Applications Permission Model field:

      • To provide ticket data access to individuals and support groups referenced on a ticket, the option is Support Group
      • To provide ticket data access to individuals, support groups, and companies relevant to a ticket the option is Support Group and Company

      Please feel free to write us back if you need more details on the same. 


      Thanks,

      Jyoti

      Jul 24, 2019 12:00