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Configuring actions in Smart IT

Actions can provide information to agents, while the agent is working on the ticket in Smart IT. An administrator can configure  external URLs, URIs,  and  provider actions for easy access from within tickets in the Smart IT interface. Agents can also launch actions from the Dashboard.  While resolving tickets, service desk agents can  refer  to defined actions to determine how to proceed.

You can configure actions globally for all views or for each view separately. Smart IT supports the Incident View, Work Order View, Task View, Person Profile, and Change View. All actions are displayed under the More menu.  When these actions are configured at the global level, the More menu is displayed next to the Configuration menu. When they are set for the individual view (for example, the Incident view), the More menu is displayed to the right of every incident ticket. In the More menu, you can arrange actions in alphabetical order or in a custom order.

You can configure actions through the universal client. However, while configuring, you can choose to apply them on Android and iOS platforms. You can edit and delete the configured actions any time.

Watch this short video about configuring provider actions:

Watch this short video about configuring URLs for easy access from the Smart IT interface:



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.


  1. Matthias Werninghaus

    What is the correct syntax for the action parameter?

    Tried URL/URI[Status][4]

    Nothing works for me in an german environment


    Aug 28, 2015 03:05
    1. Rakhi Rathod

      Hello Matthias, 

       Thank you for bringing the issue to our notice. Smart IT developers are looking into it.

      I'll keep you updated.




      Aug 28, 2015 06:47
    1. Rakhi Rathod

      Hello Matthias, 

      We are tracking this issue as a defect in our system.

      Thank you,


      Sep 03, 2015 01:20
  2. Michael Pero

    I'd like to see examples of how to launch records in Mid-tier from the Smart-IT action.  Until we get all the personas in place there are functions that must be completed in Mid-tier (i.e. change impact simulation, etc.).  I'd like actions to launch the full Mid-tier interface for the record I'm viewing in Smart IT.


    Same thing with Smart Reporting.  A global Action to directly launch the Smart Reporting dashboard.

    How about launching a related Problem record in Mid-tier from the Smart IT Incident view.

    Sep 16, 2015 12:17
  3. Matthias Werninghaus

    Something new here? Is there a fix in 1.3.01?

    Jan 06, 2016 07:33
    1. Rakhi Rathod

      Hello Matthias,

      Sorry for the delay in response. We have fixed the issue related to German environment.

      If you are hard code the URL, for example:[4], do not use square brackets [ ] instead, enter

      The feature remains the same in 1.3.01.



      Jan 08, 2016 06:09
  4. Matthias Werninghaus

    Rakhi Rathod

    Do i missunderstood something?

    the brackets should show the System to give a Parameter to the new window...

    Easy example: Detailed Description in an incident is set to "ORA-09876 Error" and i want to open Google with that text... so how can i pass the Parameter...i think i have to put field in Brackets but that Action is not possible to save because of the brackets...

    In this Video it works as i expect! But when i type a braket the field selection does not Popup.

    Also the hint "This field accepts argument with [ ]" is greyed out...

    So what is wrong in my Environment?


    Jan 18, 2016 08:43
    1. Rakhi Rathod

      Hello Matthias,

      You are right. In Smart IT 1.3, there was some issue with [ ]. The issue is now resolved in Smart IT 1.3.01.

      Could you configure actions in 1.3.01, and see if they work fine. The Smart IT Customer Support team can also help you with this issue. To contact Customer Support, click here.



      Jan 19, 2016 07:23
  5. Matthias Werninghaus

    Just for info:

    OK, here in my environment it works now only in IE and not in Firefox. The list of fields is displayed, when i type an "?".

    Feb 16, 2016 11:52