1.2.00 enhancements

Screen configuration enhancements

BMC Remedy with Smart IT 1.2 includes the following enhancements to screen configuration:

• You can add actions that appear under a More menu on a particular Smart IT view. You can also add global menu items that appear at the top of every Smart IT screen. You can include parameters based on data in the record. For example, you can launch a URL that contains the customer's details or the ticket description as embedded search keywords.
• You can add dynamic menu fields to Smart IT views. You can also group dependent dynamic menu fields, for example, where the selection for the first-tier menu determines the available selections from the second-tier menu. 
• The Populate value with different field option allows you to display a set of user-informative menu values. When the user selects the dynamic menu, a list of recognizable options (such as first and last names) is presented, but the value that is actually saved to the field (such as a login ID) comes from a form that is queried. For example, when you select John Blake from the menu, the field is populated with his login ID, jblake.
• When you use Screen Configuration to add fields to the People profile, these fields are shown in the customer data displayed in Smart Recorder.
• If you add a required BMC Remedy ITSM field to a Smart IT view, the field appears as required in Smart IT. For example, if you customize an out-of-the-box field in BMC Remedy ITSM to make it required, when you add the field to a Smart IT view, it automatically has the Required property set. 

For more information, see "Administering" in Related topics.

Enhanced integration with BMC MyIT crowdsourced assets

In version 1.2, if a ticket is submitted against a BMC MyIT asset, that asset is related to the ticket. Service desk agents see details about the BMC MyIT asset in a new BMC MyIT asset view in Smart IT, and they can also receive updates about the asset. For example, if a BMC MyIT user updates the status of an asset that is related to a ticket, that information is shown in the asset profile and in the Updates feed in Smart IT.

In addition, if a BMC Remedy ITSM asset corresponds to the BMC MyIT asset, service desk agents see a combined view, with the BMC MyIT asset details and BMC Remedy ITSM asset details shown together.

For more information, see "Working with profiles in Smart IT: People and CIs" in Related topics.

More filtering options in the consoles

In version 1.2, you can create and save more filter combinations in the Ticket Console and Knowledge Console. The new filters allow you to see a more specific set of tickets or knowledge articles for a particular scenario. Filters in version 1.2 include:

• New filters for various ticket types, such as Submitted By (Me or other person, for all ticket types), Scheduled Start Date and Scheduled End Date (for change requests, work orders, and tasks), and Affected Service (for change requests, work orders, and incidents).
• New filters specifically for change requests, such as Change Class, Risk Level, and Change Manager.
• New approval-related filters that show change requests to be approved by me (the logged in user) or by my group (including when I or someone in my group is an alternate approver), or all changes that have been approved by me.

In addition, when you filter by a type of ticket, such as Change or Incident, the list of available filters dynamically changes so that only the filters appropriate for that ticket type (or types) are listed. For example, if you select Incident, then change-related filters such as Change Manager, Change Class, and so on are not displayed.

For more information, see "Managing your work in Smart IT consoles " in Related topics.

More options for displaying and sorting tickets

The universal client in version 1.2 provides a much wider variety of columns that you can add in the Ticket console. The additional columns allow you to display and sort by the most relevant ticket information for your organization. 

The new columns include some that are applicable to all ticket types, such as columns for operational and product categorization tiers 1,2 and 3 (for example, Op Categorization 1, Product Categorization 2), Submitted By, and Contact, as well as columns related to specific ticket types, such as Incident Type and Owner columns for incidents, and Change Class, Change Reason, and Change Manager columns for change requests.

In addition, you can now include your column selections (along with your selected filters) as part of a saved preset. For example, if you fulfill multiple roles in your organization (such as change manager and service desk manager), you can save different console perspectives for each role and quickly toggle between them.

For more information, see "Managing your work in Smart IT consoles" in Related topics.

New capability for creating related tickets

From the Related Items area, Smart IT 1.2 now allows you to select an existing ticket or create a new ticket that is then related to the current ticket. For example, you can create a related change request from an incident ticket.

For more information, see "Relating items to the current ticket" in Related topics.

Work order and incident enhancements

• In Smart IT 1.2, you can now specify the location company in work orders for categorization purposes. For example, a check box associated with the Operational Category and Product Category fields allows you to change the company that drives the choices in the category menus. In previous versions, this capability was available only for incident tickets.
• You also can now edit the customer (Requested For user) information in incident and work order tickets by choosing a new customer who belongs to the same company. The updated customer information is passed to the related service request (if any). Customer information must still be updated manually in tasks and other related ticket types. 

For more details, see "Viewing and updating tickets using Smart IT" in Related topics.

Change Management enhancements

Version 1.2 includes the following improvements to searching for CIs when creating a change request:

• Improved CI searching — You can now start a search for CIs by entering one or more keywords such as the CI name, ID, or serial number in a search field. In previous versions, you had to use a query filter to initiate a search. For example, if you enter two or more names or serial numbers, all matching CIs appear in the results. Additional search options are still available by using an advanced search function. You can also save your CI search criteria as presets in the universal client, and then retrieve the presets in any client. For example, you can save the text you enter in the Search field, as well as advanced search criteria, as a saved search that you can reuse later.

• Improved CI identification — The table of CI search results now includes columns for the serial number, site, and product name (model) to make it easier to identify the correct CI. For example, you can sort by the site to identify a CI by its location. For further analysis, you can also preview a CI before relating it to the change request.

• Improved CI selection — In the universal client, search results for CIs show the first 100 CIs. You can then click Show More to display the next 100, and so on. From the results list, you can select individual CIs, 100 CIs at a time (by using Show More), or all CIs, and then relate them to the change request. The necessary step of relating selected CIs to the change request is also more clearly indicated in the UI.

In version 1.2, you now have the option to click or tap a button to move a change request to the next or previous status. For example, to move the change request to the Request for Authorization status, from the Draft status, tap Set Next Status on your mobile device (or click Next on the universal client) and save.

Alternate change request approvers that you configure in BMC Remedy ITSM now appear in the list of approvers, and can receive notifications in the Updates feed.

Finally, from the Related Items area, you can now relate an existing outage or create a new outage that is then related to the current change request.

For more information, see "Creating and managing change requests using Smart IT" in Related topics.

Knowledge Management enhancements

Version 1.2 includes the following Knowledge Management enhancements:

• Universal client users have two new methods to insert an image into a knowledge article. You can copy and paste images directly from your clipboard, from a Word document, screen-grab, or browser. You can also drag the image from your local setup or browser into the content area of the article. However, Android and iOS users can only attach an image to the article.
• Knowledge articles that are in Publish Approval state can be reviewed by primary and alternate approvers. They can approve or reject an article or keep it on hold.
• You can view all updates made to a knowledge article in the Activity pane displayed on the right side of the screen. If you follow an article or if you are the assignee of an article, the activity feed for that article is displayed on the Dashboard under Updates. You can view select activity types by setting filters. The activity feed displays the name of the user who made the update, the time stamp, and the type of activity that was performed. For example, you can view when an article was created, who changed its status, who made minor edits, and more.

For more details, see "Creating knowledge articles for sharing information" in Related topics.

Administration console enhancements

Version 1.2 includes the following enhancements to the Administration console:

• If you have a license key for Google Maps, you can now enable the Google Maps functionality from the Administration console.
• This version of Smart IT provides access to the Administration console through the Apache Tomcat server. If you upgrade from the previous version of Smart IT, Virgo (which is no longer used) is removed.
• The URL to access the Administration console has changed to the following URL:
  http://serverAddress:port/ux/admin
  serverAddress is the host name or IP address of the Smart IT server. port is the port defined for the Smart IT and BMC MyIT application server during installation. With version 1.2, this port is shared by the Administration console and the Universal Client.