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 notifications for Smart IT

BMC Remedy with Smart IT (Smart IT) provides email notifications for desktop clients and push notifications for mobile clients. For example, when a user is assigned to a ticket, an email notification is sent, and a notification icon appears on the user's mobile device. The user can see details by clicking the link in the email on a desktop computer, or by tapping the icon on a mobile device.


For Smart IT mobile clients, notifications are delivered in the language specified in the user's People record. For localized users, you must set the notification locale in BMC Remedy ITSM to ensure that the notifications are delivered in the correct language.

Starting in version 1.3, you can enable or disable Smart IT notifications for each of the following modules by using the SYS:SmartIT_NotificationConfig form:

  • Incident
  • Infrastructure Change Management
  • Problem Management
  • Request Management
  • Task Management

If you disable Smart IT notifications, your existing (possibly customized) BMC Remedy IT Service Management (BMC Remedy ITSM) notifications are used instead. You can configure notifications for the –Global– company out of the box. You can also create individual notification settings for different companies. Smart IT notifications for all components are enabled by default for fresh installations and upgrades.

This functionality is useful if you want to introduce Smart IT in some areas of your organization (such as Service Desk), but not in others (such as Change Management). In previous Smart IT versions, you had to choose between Smart IT notifications or BMC Remedy ITSM notifications for everyone.

Note

You must have AR System Administrator permissions to configure Smart IT email notifications. 

To set the Smart IT push notification locale (mobile clients)

  1. Log on to BMC Remedy ITSM as an administrator.
  2. From the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Foundation > People > People, and then click Open.
  4. In the People form, search for the person.
  5. Select the person, and then click the Notifications tab.
  6. From the Notification Language list, choose the user's locale.
  7. Save your changes.

To enable or disable Smart IT notifications

  1. Log in to the BMC Remedy ITSM server as an AR System Administrator.
  2. Open the SYS:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SYS:SmartIT_NotificationConfig
  3. Search for all records.
  4. Update the record for the module that you want to enable or disable.
    For example, set the Status field to Enabled or Disabled.
  5. Save the record.

To create Smart IT notification settings by company

  1. Log in to the BMC Remedy ITSM server as an AR System Administrator.
  2. Open the SYS:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SYS:SmartIT_NotificationConfig
  3. Create a new, company-specific record for the component you want to enable or disable:
    1. Specify the Company and Module Name.
    2. Set the Status field to Enabled or Disabled.
  4. Save the record.

Related topic

Configuring after installation

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Comments

  1. Worawut Ekarat

    Do we expect to see any record in SYS:SmartIT_NotificationConfig with a fresh install? If there is none, does that mean notification is turned on by default until we create a record with disabled option?

    May 18, 2016 03:58
  2. Mcharry Chito

    When I am searching for this form SYS:SmartIT_NotificationConfig , it says the form doesn't exists, is there anything I need to do first to be able to show this form?


    Dec 21, 2017 02:25
    1. Nilay Agambagis

      Hello Mcharry,

      Sorry for a late reply.

      You have to import the .def file for Smart IT notifications form. You can find the .def from the UX patch install directory. If you are using BMC Remedy ITSM version 8.0 or later, you can import .def from -

      C:\Program Files\BMC Software\Smart_IT_MyIT_Patch\SmartITPatch\GalileoPatchForITSM_8.x\Hot_Fixes\def\SmartIT_Notification.def

      After importing this .def, you will see the form.

      Regards,

      Nilay

      Jan 04, 2018 02:21