This documentation supports the 1.4 version of Remedy with Smart IT.

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1.4.00 enhancements

This section contains information about enhancements in version 1.4.00 of BMC Remedy with Smart IT (Smart IT).

Tip

For information about issues corrected in this release, see Known and corrected issues.

New Asset Management capabilities

Version 1.4 introduces new Asset Management capabilities in Smart IT. Users with the necessary Asset Management permissions can use the following functionality:

Asset Console for locating and managing assets

The Asset Console is similar to the Ticket Console and Knowledge Console in Smart IT. This console displays a list of assets available in the system, and allows users to filter and sort asset records according to their requirements. Users with sufficient permissions can drill down to an asset's details and update the information.

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

Create and update assets

In Smart IT 1.4, you can now create and update assets from the universal client and mobile devices. In previous releases, you could look up pre-existing assets that were created in BMC Asset Management and relate them to tickets and people. This enhancement allows users with sufficient permissions to create and update assets directly within Smart IT, without switching to a different product interface.

For more information, see Creating and updating assets in Smart IT.

Grouped assets and additional asset types

BMC Asset Management includes a large number of asset types and subtypes that are based on BMC Atrium CMDB classes. Smart IT 1.4 logically rolls up and groups the various asset types to provide users with a simpler hierarchy of commonly used asset types. For example, in Smart IT, the Computer System subtypes have been rolled up into three subcategories: Computer System, Printer, and Mainframe. The consolidated asset type lists make it easier for users to categorize their assets at a broader level.

Previous versions of Smart IT supported four of the most common asset types: Business Service, Hardware, Software, and Other. Smart IT 1.4 supports three more asset types: Computer System, Equipment, and Network.

Smart receiving from mobile devices

Previous versions of Smart IT provided the capability to scan assets using mobile devices. In Smart IT 1.4, users can now receive the assets and update the corresponding purchase order when receiving the asset.

The receiving agent scans the asset and searches for the purchase order. The system matches the received asset ID with the line item asset ID in the purchase order. The user confirms the receipt of the asset, the purchase order is updated, and the status of the line item is updated to a status of Received.

For more information, see Scanning assets in Smart IT using mobile devices.

Customization of the Asset View

The Smart IT Asset View is designed to include commonly used asset fields. Smart IT allows administrators to add custom fields from the Common Data Model or the Assets Attributes form. Administrators have the option to add generic asset fields, or fields specific to an asset class.

In addition, administrators can configure actions that appear under a More menu on the Asset View. Actions allow administrators to include parameters based on data in a record. For example, an action can be configured to launch a URL that contains asset attributes as embedded search keywords.

For more information, see Adding dynamic menu fields to Smart IT views.

Visual CI explorer

Similar to the BMC Atrium Explorer, this release of Smart IT provides a visual CI explorer that allows users to view a graphical representation of an asset's relationships. Users can view the asset relationships in a datasheet view in a way that enables them to make quick inquiries about the relationship without having to open each asset individually. Users can click an asset for a quick view of the details for reference.

For more information, see Viewing asset relationships in the Smart IT CI explorer.

Create an incident, work order, or change request from an asset

Smart IT 1.4 has simplified the method of creating incidents, work orders, and change requests that are related to assets. For example, instead of creating an incident about an asset and then relating it to the asset, you can create the incident directly from the asset. The incident created from the asset is populated with the asset information, simplifying the process of creating an incident.

For more information, see Creating tickets from an asset.

Relate an asset to another asset

In Smart IT 1.4, you can now relate an asset to multiple assets and specify the relationship between them. This capability enables you to track related assets and maintain an effective asset inventory.

For more information, see Relating an asset to another asset.

Asset actions to perform routine and repetitive tasks related to bulk assets

When your company purchases assets in bulk, you need more time and resources to manually perform some routine tasks for each asset such as, updating asset details, assigning them to a department or a manager, and relating them with other assets.

In Smart IT, the Asset Action feature has been designed to help you perform these routine and repetitive tasks with just a few clicks. Asset actions are configured and run in Smart IT. Based on the Collect User Inputs option selected when configuring asset actions, the actions are run on the selected assets. As per your requirement, you can configure multiple asset actions, and run them whenever you want to update assets.

For more information, see Configuring and running asset actions.

Enable or disable application modules for phased rollout

In Smart IT 1.4, you can configure which application modules are disabled or enabled, such as BMC Service Request Management, Work Order Management, Change Management, or Problem Management. For example, you can disable work orders while leaving service requests enabled.

You can disable or enable application modules on a per-tenant basis (for multitenant environments), and without reinstalling the product. This enhancement allows you to roll out different modules in a phased approach with minimal disruption.

For more information, see Disabling application modules in Smart IT.

Add new customer from Smart Recorder

Service desk agents with Contact People Admin or Contact People User permissions can now create new customer profiles from Smart Recorder in the universal client. This enhancement allows service desk agents to handle a customer call and register a ticket without switching to a different interface to add the new customer record.

For more information, see "Creating a new customer profile" in Working with people profiles in Smart IT.

Change request enhancements

Smart IT 1.4 includes the following enhancements to change requests.

Add approvers to change requests

Users with sufficient permissions can add ad hoc approvers to a change request during the approval phase. In previous releases, only approvers selected by configured approval rules were included in the approval phase. This enhancement allows you to add both individual and group approvers, so that all relevant signatures can be obtained.

For more information, see "Ad hoc approvers" in Approving change requests.

Improved CI filtering for change requests

When you add affected CIs to a change request, you can apply filters to make it easier to locate the correct CIs. In Smart IT 1.4, the list of filters has been updated to match the filters available on the new Asset Console. For example, there are several new filters available, such as Manufacturer, Model, Location, Room, Managed By, Supported By, and so on, as well as additional asset types (see Grouped assets and additional asset types). If you select the Computer System asset type filter, you can select additional filters such as CPU Count, Operating System, Rack, and so on.

Final Review Required status reason

In the BMC Remedy ITSM mid-tier UI, when you set the status of a change request to Completed, the status reason is automatically set to Final Review Required. In version 1.4, Smart IT now includes the same default behavior. In previous versions of Smart IT, the user had to set the status reason manually after completing a change request.

Apple Watch support

With Smart IT 1.4, you can now receive updates and notifications on Apple Watch for critical tickets relevant to you or your team. The Smart IT app on the Apple Watch shows a Glance of the last 24 hours, including the number of tickets assigned to you, number of @ mentions, and the amount of time until the next ticket target date is reached. You can scroll through the list of tickets and view a short summary of the Apple Watch or tap a ticket to open the ticket details on your iPhone. From the Apple Watch, you can also reassign a ticket to someone in your support group.

For information, see Setting up Smart IT on Apple Watch.

You can also rebrand the Smart IT Apple Watch app as part of iOS rebranding. See Re-signing and rebranding Smart IT for iOS.

Upgrade enhancements

Smart IT 1,4 includes the following enhancements to the upgrade process. For more information about these enhancements, see Upgrading.

Upgrade recovery

The BMC Remedy with Smart IT and BMC MyIT installer can now run on top of a failed upgrade. To make use of the upgrade recovery feature, you must perform a backup of the Smart IT and BMC MyIT database and the BMC Remedy AR Server database. When the upgrade fails, the installer wizard lists the requirements that must be met before you can proceed with the upgrade. When you rerun the installer, the upgrade resumes from the stage where it left off.

Upgrade support

The BMC Remedy with Smart IT and BMC MyIT installer supports direct upgrade to Smart IT 1.4 from Smart IT 1.1, 1.2, and 1.3.

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