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Working with profiles in Smart IT

Profiles show you basic information about people and Configuration Items (CIs) and provide links to other records that are related to the profile subject. For example, if you open a customer's People profile you will see their contact information, which department they work for, and links to any open tickets, assigned assets, and so on. Every person and asset in your organization has a profile.

Because the profile records are linked to other records, you can easily see and understand the connections among people, CIs, and the help desk. From any profile record, you can drill down into other profiles or linked records to discover more specific information about those items and to explore their relationships. For example, if you are looking at a People profile and need to find out more information about the laptop assigned to the person, you can open the laptop profile to discover: information identifying the laptop; ownership information; a list of applicable contracts; activities related to the laptop, and more. You can also find records linked to the laptop, such as knowledge articles. From any one of those records, you can drill down to discover more information related to your line of inquiry.

This topic explains how you can work with profiles in Smart IT, and provides the following information:

People profiles

The People profiles provide information about the people in your organization. The profiles are slightly different for customers and service desk agents.

You can also update the profile information directly from the profile.

Customers profiles

Customer profiles provide a complete business-context view of the customer by displaying essential information about the person at a glance. This information helps service desk agents more quickly align their service delivery with the customer's needs.

The following information is included in a customer profile:

  • The person's name and their role in the organization
  • The person's location and contact information. If a supported map license is installed, a map view of the person's physical location is included.
  • The customer's timeline view
  • The assets assigned to the customer
  • Any open tickets currently associated with the customer
  • The customer's support group
Service rating and escalations

The customer profile also shows the following service indicators, from which you can judge the sensitivity of the customer:

Service indicatorDescription
Service Rating

Shows the average rating for questions the customer answered on service request surveys over the last year. Since the questions can be answered on a scale of 1 to 10 (lowest to highest), the value is divided in half for display on a 5 star scale. For example, an average rating of 8 on survey responses displays as 4 stars in Smart IT.

Calculation:

(average survey response rating)/2

select ratings(*) from the SRM:Survey form
where
Login_ID = “$LoginID”
AND '7' >= 1
AND Last_Surveyed_Date >= $Last 365 days

Notes: The system uses the login ID to match the survey answers with the customer profile that is displayed. The value in field ID 7 (the Status field) must be greater than 1 to include results for submitted surveys. Unanswered questions are not considered when the average is calculated.

Escalations in Last Month

Shows how well the service desk has met the service level agreements (SLAs) that apply to the customer in the last 30 days. To avoid duplication, incidents and work orders associated with escalated service requests are not counted.

Calculation:

number of escalated service requests + number of escalated incidents (not associated with service requests) + number of escalated work orders (not associated with service requests)

number of escalated service requests =

select(*) from the SRM:Request form
where
(Requested_For_Login_ID =$loginId OR Requested_For_Person_ID = $loginId)
AND (SLM_Status = 2 OR SLM_Status = 3 )
AND Submit_Date > $Last 30 days

number of escalated incidents (not associated with service requests) =

select(*) from the HPD:Help Desk form
where
(Customer_Login_ID =$loginId OR Person_ID = $loginId)
AND (SLM_Status = 3 OR SLM_Status = 4 )
AND Submit_Date > $Last 30 days
AND SRID = $NULL$

number of escalated work orders (not associated with service requests) =

select(*) from the WOI:WorkOrder form
where
(Requestor_ID =$loginId OR Customer_Person_ID = $loginId)
AND (SLM_Status = 3 OR SLM_Status = 4 )
AND Submit_Date > $Last 30 days
AND SRID = $NULL$

Note: The SLM_Status values include results where one or more service targets were breached:

Service requests:

2 = Service target breached

3 = All service targets breached

Incidents and work orders:

3 = Service target breached

4 = All service targets breached

Service desk agent profiles

Service desk agent profiles include much of the same essential information as those for customers, and more. Profiles for service desk agents include:

  • open tickets assigned to them.
  • the support groups that they belong to
  • knowledge articles they have authored

The system also lets service desk agents know when they have successfully completed an assignment and tracks their achievements. This record of achievements becomes a valuable tool for agents at performance review time and helps them to communicate their performance to others. 

CI profiles

CI profiles provide detailed information for the following types of CIs:

  • hardware 
  • network
  • services
  • software
  • other

All CI profile records are organized the same way, however, just as the details of People profiles are slightly different for service desk agents and customers, the details of CI profiles are slightly different, depending on the type of CIs being described. The following table outlines the type of information that you find in CI profiles. 

SectionInformation provided
Overview

This section displays the name of the CI, any ID and serial numbers associated with the CI, and the name of the associated company. You can perform the following actions:

Details This section provides more details about the CI including a description, the installation or availability date, the number of customers affected, and so on.
ActivityThis is a list of activities related to the asset. The list includes tickets created for the asset, updates to asset information, and updates to asset ownership. The most recent activities are at the top of the list and a filter is available to help you manage the information in the list.
OwnerThis section provides information about the asset owner, the asset location, and the the site. You can edit this information.
Related Items,
Outages,
Contracts tabs

These areas display information about:

  • active tickets
  • other records related to this CI (for example, other assets, work orders, and incidents)
  • any outages that affect this asset
  • software warranty type of contracts only information, where applicable

Notes

Clicking an item listed in the tabs opens the detailed record about that item, where applicable. For example, if you click an outage preview in the Outages tab, you see a detailed view of the outage.

Most tabs also have a link from which you can add a related item to the tab. For example, on the Related Items tab if you click Related Item, you can other records to the profile.

People tab

The People tab tracks the relationship between the CI and specific people, organizations, departments, and support groups. You can also add a Person, Organization, Department or Support Group relationship to the CI profile directly from the People tab.

Keeping profiles up-to-date

You can keep the following areas of the profile up-to-date directly from the UI:

Updating the profile owner

  1. Open the profile record. 
    • To open your own profile on a mobile device, from the main menu, tap your name. In the universal client, click your name at the top of the UI and select My Profile from the menu. Smart IT displays your profile record.
    • To open a customer's profile, click or tap their name in the ticket. Smart IT displays the profile record.
    • To open a CI profile, click or tap the profile name in either the ticket or on the Asset tab of another profile.
  2. Edit the record:
    • (Universal client) Click the pencil icon in the Owner section.
    • (Android devices) Tap the menu at the top right of the profile record, then tap Edit. Locate the Owner section.
    • (iOS devices) Tap Actions and then tap Edit. Locate the Owner section.
  3. Update the required fields, then Save.

Adding or changing the profile image

To add or change the profile image:

  • (Universal client) Click the pencil icon in the top left of the profile record, beside the name of the person or CI, and then navigate to the location of the image file.
  • (Android devices) Tap the menu at the top of the profile record, then tap Edit. Tap the profile image and then tap Take a Camera shot or From Files.
  • (iOS devices) From the profile record, tap Actions, then tap Edit. Tap the profile image and then tap Take Photo or Choose Existing.

Adding relationships to the People tab

You can add a relationship to a person, organization, department, or support group directly from the People tab of a CI profile.

To add a Person, Organization, Department, or Support Group to the People section

  1. From the People tab, add a new relationship:
      • (Universal client) Click + Person
      • (Android devices and iPads) Tap + 

      • (iPhones) Tap Actions, then tap Add People.

  2. Make a selection from the People Type menu: PersonCompany, OrganizationDepartment, or Support Group.

    You can only add one people type at a time.
    1. If you select Person, use the Search field to locate and select a person.
    2. If you select Company, select the Company from the list of available companies.
    3. If you select Organization, Department, or Support Group:
      1. Make sure that the Company is correct.
      2. Select the organization, department, or support group.
  3. From the Role menu at the bottom of the window, select a role.

    This selection is for information purposes and does not affect workflow.
  4. Save the new relationship.

How administrators configure this feature

For Smart IT Profiles to work as designed, administrators must ensure that People and CI records are created and maintained accurately in the supporting BMC Remedy ITSM application.

Related topics

Configuring people information  (for administrators, information about creating People records)

Creating CIs (for administrators, information about creating CI records)

 

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.

Comments

  1. Anders Wilhelm

    If we change information on existing records in CTM:People, am I correct in what we are seeing in Smart-IT; profiles are not updated automatically? 

    1) Are there any automatic features to keep the social database in sync with changes in CTM:People?
    2) Are there any automatic feature to do an initial load of profile images/photos into the social database?
    3) Why is the product using its own storage instead of reading from foundation data?
     

     

    Jan 14, 2015 05:56
    1. Bruce Cane

       Hello Anders,

      I'll forward your question to the Development team.

      -Bruce.

      Jan 15, 2015 09:53