This documentation supports the 1.3 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Configuring after installation

Before you deploy BMC Remedy with Smart IT (Smart IT) and after completing the Smart IT installation procedures, you must configure the system. Because Smart IT and BMC MyIT share the same server and installer, overlap exists between configuration tasks. All tasks are summarized in the following sections:

Smart IT configuration

StepActionAddtional information
1Integrating Smart IT with LDAP for broadcasting

This topic describes how to configure the integration of LDAP for broadcasting with both BMC Remedy with Smart IT (Smart IT) and BMC MyIT.

You can integrate BMC Remedy with Smart IT (Smart IT) and BMC MyIT with LDAP so that you can distribute broadcasts to your LDAP distribution groups. If configured, these groups are also used when setting up services on the BMC MyIT Administration console.

2Configuring Smart IT for BMC Atrium Single Sign-On

This topic describes how to configure the integration of BMC Atrium Single Sign-On with both BMC Remedy with Smart IT (Smart IT) and BMC MyIT.

BMC Atrium Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs on to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.

3Integrating BMC Remedy ITSM with the Social Server for Smart ITThe information shown on timelines and feeds is uploaded from BMC Remedy IT Service Management (BMC Remedy ITSM) and processed by the Social Server. To import the existing BMC Remedy ITSM data into the Social Server, use the BMC Remedy with Smart IT onboarding utility.
4Disabling collision management and impact analysis in Smart ITIf your organization does not use collision management or impact analysis functionality for Change Management, you can choose to disable these features.
5Smart IT PermissionsTo give users access to Smart IT, assign them the required user permissions.
6Adding custom fields to your views using Smart IT

You might have custom fields defined for BMC Remedy IT Service Management, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Remedy ITSM fields that are not shown by default in Smart IT.

When you add custom fields, they appear in the area that you specify in Screen Configuration. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder.

7Enabling full text searchFull text search (FTS) is an optional feature that you can install with the BMC Remedy AR System server. To use FTS with Smart IT, you must install BMC Remedy Knowledge Management, even if you do not plan to create knowledge articles. To use the complete FTS capability, you must configure and enable the feature.
8Enabling SSL for Openfire chat serverComplete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with BMC Remedy with Smart IT (Smart IT).
9Integrating Smart IT with phone systemsIf your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.
10Configuring notifications for Smart IT

Configure your notifications. You can choose to use BMC Remedy ITSM notifications, for example if you have customized notifications. You can enable localized Smart IT notifications for mobile clients.

11Configuring automatic following in Smart ITConfigure whether users automatically receive updates for new knowledge articles, incidents, work orders, tasks, service requests, change requests, and broadcasts that they create. By default, users only receive updates for new knowledge articles that they create.
12Configuring security options for Smart ITConfigure security options. Limit the types of files that users can attach to Smart IT records. If you have Openfire chat installed, edit the openfire/conf/cross-domain-policy.xml file to only allow access to data from a specific domain (or domains).

BMC MyIT configuration

StepActionAddtional information
1 Setting up administrator authentication The BMC MyIT server supports both user and administrator logons. Both types of logons are authenticated by using BMC Remedy Action Request AR System (BMC Remedy AR System). To assign BMC MyIT administration permissions to BMC Remedy AR System users, you add the users to the MyIT Admin group in BMC Remedy AR System. The system creates this group automatically during installation.
2 Assigning administrator permissions Administrators can grant or restrict access to the areas of the BMC MyIT Administration Console for other administrator.
3 Setting the default service request definitions for BMC MyIT If you use BMC Service Request Management to process requests and incidents submitted by BMC MyIT users, you must create a series of service request definitions (SRDs) specifically for use with BMC MyIT. You configure SRDs in the BMC Service Request Management Console.
4 Localizing titles and messages
  • Contact options that appear when a user taps Account Problems on the Login screen or IT Contact Information from the Assistance screen.
  • The name of the screen that lists a user’s appointments and the instructions that tell users what to enter when creating an appointment.
  • The names of asset actions that appear when a user clicks an icon on a floor map. Using a similar procedure, you can edit asset actions.
5 Changing terminology used in the application BMC MyIT enables you to customize the names of items that appear on your users' desktop browsers and mobile devices. For example, you can update the name of the service desk to My Company Service Desk.
6 Changing client functionality options Within BMC MyIT, you can enable and disable features that you might not want to use immediately in your deployment. For example, if you are not set up to support location services, you can disable that functionality. You can also configure the settings for features such as App Store cross launch and Content Locker cross launch.
7 Making configuration changes to integrated applications

You can change the settings that BMC MyIT uses to connect to the following applications:

  • BMC Service Request Management
  • BMC Remedy IT Service Management (BMC Remedy ITSM, the enterprise application)
  • BMC Remedy Action Request System (BMC Remedy AR System, dedicated to the BMC MyIT application)
8 Configuring multitenancy The multitenancy feature of BMC Remedy IT Service Management (BMC Remedy ITSM) provides the ability to segregate data by operating company and customer company. 
9 Configure email notifications To allow BMC MyIT users to accept email notifications for services, you must configure your company's mail server information and verify that users have valid email accounts with the specified server. Users can then select email notifications for specific services.

Where to go from here

After you finish configuring Smart IT, deploy Smart IT to your users.

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