This section contains information about enhancements in version 1.3.01 of BMC Remedy with Smart IT (Smart IT).
For a list of issues corrected in this release, see Known and corrected issues.
Functionality to support Knowledge-Centered Support (KCS) framework
BMC Remedy with Smart IT (Smart IT) 1.3.01 offers a new set of features for companies to follow KCS framework. You may start adopting KCS methodology to enrich your knowledge base and increase your knowledge team’s efficiency. To perform KCS-defined knowledge management functions, you must use BMC Remedy IT Service Management version 9.1.00 with Smart IT version 1.3.01. This service pack supports the following KCS features:
KCS users and their permission
KCS is based on license levels and driven by permissions granted to each KCS user. Smart IT supports the following KCS users:
- KCS Coach
- KCS Publisher
- KCS Contributor
- KCS Candidate
See "KCS user permissions" in Related topics.
Addition of the ‘KCS Template’
A new template based on KCS guidelines to capture the issue, technical details, and solution has been introduced in Smart IT. The way to create an article using the KCS Template is same as any other knowledge template. After creation, it will undergo the same article lifecycle. You can modify this template to suit your company requirements. See "Creating knowledge articles for sharing information in Smart IT" in Related topics.
Addition of the Knowledge menu
The Knowledge menu provides KCS coach options to efficiently manage the knowledge team, monitor their contributions, configure questions for article quality assessment, and assess team member’s articles. It also provides quick access to generate KCS reports and analyze individual and team’s performance and trends in user patterns.
At any point in time, the KCS coach can see the live view of the knowledge team, instantly communicate with the team members, and get the current status of their articles. See "Familiarizing yourself with the Knowledge interface" in Related topics.
Flagging and fixing articles
KCS believes in continuous improvement of an article. An article gradually evolves towards perfection. Users authorized to flag an article can flag it for necessary improvements. Based on the information given in the flagging comment, users permitted to fix an article must update the article and fix the flag. This helps to make the article more useful to resolve any issue, and update it with latest information. See "Managing flagged knowledge articles" in Related topics.
Configuring questions for article assessment and performing assessment
Smart IT supports the default set of seven out-of-the-box article assessment questions. Depending on your company requirements, you can create a new set of questions. Using the questionnaire you can assess an article and monitor your team’s contributions and performance. See "KCS knowledge articles assessment" in Related topics.
While assessing articles, you may come across existing articles that are similar to the article you are currently assessing. Timely detection of such duplicate articles allows you to clean up duplicate articles and maintain a healthy knowledge base. See "Searching for duplicate knowledge articles" in Related topics.
KCS reports analyze and present details such as, the number of article reuse count, linked tickets, individual and team contributions measured against a specific time period. This helps KCS coach to make improvement plans for the team, find out training requirements for the team members and work towards creating an enriched knowledge base. See "Reviewing your knowledge team's performance using KCS reports" in Related topics.
Support for BMC Remedy ITSM 9.1 enhancements
Smart IT now supports the following advanced row-level security and support group assignment logic of BMC Remedy ITSM 9.1:
Smart IT 1.3.01 is the minimum Smart IT version supported for BMC Remedy ITSM 9.1. For more information, see System requirements for Smart IT.
Data accessibility enhancements
- Row-level access enhancements—In previous BMC Remedy ITSM versions, access to a ticket was granted to all users or groups belonging to the customer company or location company. In version 9.1, ticket access is limited to members of the assigned support group and concerned individuals such as the customer contact and submitter.
- Hierarchical groups enhancement—In previous BMC Remedy ITSM versions, a user had to be a member of multiple companies to access tickets belonging to those companies. In version 9.1, you can create a parent group for several companies and make the user a member of the parent group.
- Assignment menu enhancement—In previous BMC Remedy ITSM versions, the assignment menu displayed every support group to which the service desk agent belonged, which allowed tickets to be assigned to members of a support group that should not have access to a company's data. In version 9.1, the assignment menu only displays support groups that are relevant to the company for which the ticket is created.
For more information about these enhancements, see Data access model enhancements in BMC Remedy ITSM 9.1.
Search relevancy enhancement
BMC Remedy ITSM 9.1 includes improvements to search relevancy for multi-form search (MFS). This enhancement improves search relevancy in the following areas in Smart IT 1.3.01:
- Global searches for tickets, knowledge articles, and outages
- Smart Recorder suggestions for templates, related knowledge articles, recommended tickets, and outages
For more information, see 9.1.00 enhancements in the BMC Remedy AR System documentation.
Upgrade directly to Smart IT 1.3.01 from version 1.2.00
You can upgrade to Smart IT 1.3.01 directly from version 1.2.00, which allows you to move to production more quickly. In previous versions, you had to upgrade through each release (including service packs) in stages, applying available patches for each release.
User experience enhancements
Categorization field enhancement—In the universal client, when you enter categorization information, the type-ahead menu displays a list of matching categories, including the entire Tier 1 > Tier 2 > Tier 3 string. In the version 1.3.01, the menu now expands to accommodate longer category names. This enhancement makes it easier to identify and select the correct categorization for a ticket if your category names are long, or if the browser window is not maximized.
Assignment enhancement—When assigning a ticket in previous versions of Smart IT, you could specify a company and support group from which to select an assignee. In version 1.3.01, you can now also specify the support organization within a company, which narrows the list of support groups further and makes it easier to identify the correct one.
Customer location enhancement—In version 1.3.01, you can now specify the customer location on an incident by using a more step-wise selection (Region, Site Group, Site) rather than just selecting the Site from a long list.
Smart IT 1.3.01 now supports accessibility for the Smart Recorder. For example, you can use a screen reader with Smart Recorder and navigate by using the keyboard. For information about enabling accessibility, see Enabling accessibility in Smart IT.
Support for Microsoft Edge browser
Smart IT 1.3.01 supports the new Microsoft Edge browser included with Microsoft Windows 10. For more information, see System requirements for Smart IT.