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FAQs and additional resources

This topic provides information that supplements the BMC Remedy ITSM Suite 8.1 documentation. It contains the following sections:

Frequently asked questions for BMC Remedy ITSM Suite

This topic provides answers to frequently asked questions.

 Is Smart IT the same as MyIT?

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 How do I add products to the Product Catalog?

You can add product categories to the Product Catalog by using the Application Administration Console. For more information, see Creating product categories (optional).

 How do I install the BMC Remedy ITSM help files?

There is a separate installer for installing help. For more information, see Installing help.

 How do I configure group assignment?

You can create group assignments by using the Application Administration Console. For more information, see Creating assignments.

 Is there a way to turn off notifications for individuals?

Yes. For information about how to do this, see Setting notification preferences.

 If a user's default notification method is set to Email on the CTM:People form, then why do notifications use Alert?

Alert is the Default notification method specified for all notification events on the NTE:CFG-Notification Events form. This default overrides the notification method specified on the CTM:People form. For information about how to make Email the default method of notification, see Setting notification preferences

 Is there a list of all notifications that go out?
 How does an AR System Administrator disable a notification for all users?

From the SYS-Notification Messages form, the AR System Administrator changes the status of the message to Offline.  For more information, see System Events and Message Catalog for the Notification Engine.

 Which notifications are captured by the Notification Audit log on the Notifications tab of the People form?

The Notification Audit log captures all notifications received by that user.

 How can I see all of the notifications that were sent about a specific service request?

To see all of the notifications related to a specific service request, open the service request record and look at the Notification Audit log. This log lists the notifications that were sent and how they were sent: by pager, email, or Alert.

 How can I modify an existing notification or add a new one?

For information about how to do this, review knowledge article 000097189. Although this article was written for an earlier BMC application, BMC Remedy ITSM Suite 7.x uses the same notification engine (although the filter names can vary).

Note

BMC considers modifications to the notifications to be a customization. If you modify a notification, make sure that you fully document any changes that you make and be sure to test the changes thoroughly before implementing them in a production environment.

 How do I create an incident request using email?

To create incident requests using email, your environment must first be configured to allow it. See Configuring the Email Rule Engine for information about configuring the environment to allow the creation of incident requests using email. See Creating an email generated incident request for information about how to create incident requests using email in environments that are configured for this feature.

 What happened to all the PDFs for this product?

Where to find information previously provided in a PDF guide or manual

Document title

Found here in

BMC Remedy ITSM Concepts Guide 

BMC Remedy ITSM Administration Guide

BMC Remedy ITSM Guide to Multi-Tenancy

BMC Remedy ITSM Installation Guide

 

BMC Remedy ITSM Notification Engine Guide

Data Management Administration Guide

 Where do I find release note information?

Where to find information previously provided in release notes

Type of information

Found here in

New features (enhancements) and other information

Version 8.1.00

  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open

Known and corrected iss

 Where do I find information previously provided in a white paper?

Where to find information previously provided in a white paper

Document title

Found here in

BMC Remedy IT Service Management 7.6.03 Section 508 User Accessibility Options White Paper

BMC Remedy IT Service Management 7.6.03 Integrations White Paper

Benefits of Best Practice Views with BMC Remedy ITSM Applications

BMC Remedy Application Permissions: Best Practices  
BMC Remedy Distributed Server Option (DSO) Implementation with BMC Remedy IT Service Management
 Where can I find technical bulletins?

Where to find information previously provided in a technical bulletin

Type of technical bulletin

Found here in

Contents of a service pack or patch and instructions particular to it

Other information

Placed in context throughout this space, but listed and linked to in Release notes and notices.

 Where can I find flashes?

 If BMC publishes urgent information about this product, you will find it under the FlashInformation previously found in flash documents is now located under the Flashes heading in  Release notes and notices.

 Is all the content for BMC Remedy ITSM 8.1 in this space?

The documentation for BMC Remedy ITSM Suite 8.1 is split between multiple spaces, so a space-level search performed in the box in the left navigation pane does not search all the documentation for this release. The following spaces also document this release:

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

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.

XML and HTML exports

If you require an export in XML or HTML format, contact us.

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.

Frequently asked questions for BMC Remedy OnDemand

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

 Why do you limit customizations in BMC Remedy OnDemand, and what are the limitations?

BMC supports customizations as a part of the BMC Remedy OnDemand offering. Your customizations are maintained during upgrade as long as they are in line with BMC recommendations. Customers are using the move to software as a service (SaaS) as an opportunity to drive standardization and consolidation. This means 0-10% customization instead of highly customized environments. The schedule of updates (two to three times a year) is probably the primary consideration for considering on-premise or Managed Service Provider (MSP) delivery mechanisms for highly customized environments. Customizations are maintained, but you must still ensure that the logic around the customizations is valid from release to release. Any SaaS provider that allows customizations has this constraint (because as customizations increase, customers have more evaluations to perform). Also, there is no option to skip releases in SaaS, which can be challenging.

Customizations that add features and functionality are typically feasible. Some light modifications to existing workflow are also feasible (as long as they are done correctly). You should stay away from heavy customizations that affect core workflow or foundational structures. For example, the following changes would have a wide impact across the suite:

  • Adding a fourth tier to operational categorization
  • Changing the way multi-tenancy works
  • Modifying the organizational structures

With the current offering, BMC put a certification process in place that guards against:

  • Customizations that do not conform to BMC recommendations
  • Moving significant customizations into production, which can lead to having to validate, and potentially adjust the logic, in a short upgrade timeframe

Overlays help you to automatically preserve customizations, as well. For more information about overlays, see Customizing applications using overlays and custom objects.

BMC's direction is toward BSM OnDemand. This does not mean that all components must run in the cloud, but it does mean that use cases that cross OnDemand and on-premise are achievable. For example, BMC Atrium Discovery and Dependency Mapping (or another discovery technology) can be deployed on-premise, and then it can push updates to the BMC Atrium Configuration Management Database (BMC Atrium CMDB), which is part of the BMC Remedy OnDemand offering. The key is the integration and performance. The typical integrations that BMC has seen so far are through web services and direct API calls (which require an internet VPN). This hybrid approach to BSM is very achievable, and BMC has some live customers using it now.

 I have a custom, on-premise BMC Remedy AR System application and now want to move to BMC Remedy OnDemand. What are my options?

Custom BMC Remedy AR System applications are supported in the BMC Remedy OnDemand environment. For details, refer to https://docs.bmc.com/docs/display/public/rondsubscriber/BMC+Remedy+OnDemand+Custom+Applications+policy

 Where do I find release note information?

The following table describes where you can find information previously provided in release notes.

Type of informationFound here in
New features (enhancements) and other information2014.01 enhancements
  • Issues corrected by the base release and its service packs and patches
  • Issues that are currently open
OLD Known and corrected issues
 I'd like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.

XML and HTML exports

If you require an export in XML or HTML format, contact us.

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.

FAQs for BMC Remedy ITSM are provided at Frequently asked questions (FAQ).

Frequently asked questions for BMC MyIT OnDemand

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

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

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

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

 Yes.

 If the servers are different, is data exchange between BMC MyIT and BMC Remedy OnDemand encrypted?

 Yes. BMC Remedy AR System API is always automatically encrypted.

 Our users access BMC Remedy OnDemand through onbmc.com. Will BMC MyIT be accessed through the same URL, or do they need to learn a new URL?

 You will use a different URL.

 For Support Staff people submitting requests through BMC MyIT, can they be logged in to BMC MyIT and BMC Remedy OnDemand simultaneously?

 Yes, users can be logged into both at the same time.

 Our BMC Remedy OnDemand authentication uses SAML and Active Directory Federated Services (ADFS). Our domain-authenticated users never need to supply a password to login. Can we provision BMC MyIT the same way?

If it works using BMC Atrium Single Sign On with BMC Remedy Mid Tier, then it will work with BMC MyIT. BMC does not do anything special beyond how it works with BMC Remedy Mid Tier.

 Can we run BMC 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 Service Request Management while the other group uses BMC MyIT. Is this ok?

A. One set of users can use BMC 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 SRDs.

As of today, your users can use the BMC Service Request Management self-service portal and BMC MyIT. However, you can replace the self-service portal with BMC MyIT.

 For a person to have access to BMC MyIT, do they only need a valid People Record with a Read License?

 Yes, they only need 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. BMC MyIT does not have floating licenses.

 How is our BMC 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 for BMC Remedy with Smart IT

 Is BMC Remedy with Smart IT a separately licensed product that requires its own subscription?

No. BMC Remedy with Smart IT is part of BMC Remedy OnDemand and is provided with the BMC Remedy ITSM Suite. When you subscribe to BMC Remedy OnDemand, you can request access to BMC Remedy with Smart IT using a support ticket.

 How is BMC Remedy Smart IT different from BMC MyIT OnDemand?

BMC MyIT OnDemand is a separately licensed product that is aimed at business users whereas BMC Remedy with Smart IT is a user experience for support staff. For a comparison of the differences, see BMC Remedy with Smart IT 1.0.

 Will BMC Remedy with Smart IT run on BMC Remedy OnDemand servers or on different servers?

BMC Remedy with Smart IT runs on BMC Remedy OnDemand servers.

 What BMC Remedy ITSM applications are supported by BMC Remedy with Smart IT?

BMC Service Desk: Incident Management, BMC Asset Management, Task Management, and BMC Service Request Management are supported.

 How is BMC Remedy with Smart IT deployed?
 Our users access BMC Remedy OnDemand through http://swc.onbmc.com. Will BMC Remedy with Smart IT be accessed through the same URL, or do they need to learn a new URL?

You will use a different URL.

 Is BMC Atrium Single Sign-On required for BMC Remedy with Smart IT?

You must use a shared Single Sign-On (SSO) environment.

 For a person to have access to BMC Remedy with Smart IT, which permissions do they need?

You need to be a support group member and have a logon ID. Additional permissions information is provided at: Smart IT permissions.

 What mobile devices are supported for BMC Remedy with Smart IT?

iPad devices (iOS 7 and later), Android tablets (Android 4.1 and later), iPhones, and Android phones are supported with Smart IT 1.0.01.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Remedy ITSM Suite 8.1 documentation that you might find helpful:

Other useful sites

The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:

  • The Action Request System discussion list, ARSLIST

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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