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

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

Disabling application modules in Smart IT

If your organization does not use any of the following application modules in Smart IT, you can choose to disable them by running a command line utility:

  • BMC Service Request Management
  • BMC Work Order Management
  • BMC Change Management
  • BMC Problem Management

You disable application modules for a specific tenant instance, or for the default tenant if multitenancy is not enabled. You can re-enable an application if you choose to begin using it at another time.

Watch a quick video on disabling application modules in Smart IT.

https://youtu.be/KtMep-QmC-4

 

Notes

  • Disabling an application in Smart IT does not affect the application in BMC Remedy IT Service Management (BMC Remedy ITSM).
  • You cannot disable BMC Incident Management or BMC Asset Management in Smart IT.

How does the UI change when an application is disabled?

When you disable an application in Smart IT, the following areas are affected:

  • Create and edit tickets—Users cannot create or update tickets for the application
  • Ticket Console—Tickets and related filters for the application do not appear in the Ticket Console
  • Global search—Tickets for the application do not appear in global search results

In addition, when you disable Change Management in Smart IT, the following functional areas are disabled:

  • Collision management, including the change calendar
  • Impact analysis

These UI changes take effect the next time users log in to Smart IT.

What about related tickets, updates, and notifications?

Tickets that belong to a disabled application continue to appear in the following areas of the UI:

  • Related Items in ticket details—For example, if Change Management is disabled, a change request that is related to an incident can still appear as a Related Item in incident details.
  • Updates feedFor example, if Work Order Management is disabled and a user is assigned to a work order, the user receives updates about the work order.

 Users also continue to receive notifications from the application.

Note

If you try to open a ticket for a disabled applicationfor example, from Related Items or UpdatesSmart IT displays an error message.

To disable specific applications

  1. Log in to the BMC Remedy Mid Tier as an administrator.
  2. Open the SHARE:Application_Properties form.
  3. Search for the disabledSmartITApplications property record.
  4. Edit the Property Value field by adding one or more comma-separated values, as shown in the following illustration.
    For example, to exclude Work Order Management and Problem Management, change the property value to workorder,problem.
    To disable all four configurable applications modules, change the property value to request,workorder,change,problem.
  5. Save the record.
  6. Clear the Smart IT cache.

To enable all applications

  1. Log in to the BMC Remedy Mid Tier as an administrator.
  2. Open the SHARE:Application_Properties form.
  3. Search for the disabledSmartITApplications property record.
  4. Set the value of the Property Value field to none.
  5. Save the record.
  6. Clear the Smart IT cache as explained in the following procedure.

To clear the Smart IT cache

From the Smart IT installation directory/tenant-config directory on each of the Smart IT servers in the cluster, issue the following command:

../java -jar ../tenant-config-3.1.00.000-jar-with-dependencies.jar -server server/ux -username username -password password -tenantName tenant_ID clearSmartITDisabledApplicationsCache

The following table describes the parameters for the command:

ParameterDescription
serverThe fully qualified domain name of the Smart IT server; for example, http://server1.ourdomain.com:80
username

The BMC Remedy Action Request System (BMC Remedy AR System) administrator username

Note: This user must belong to the BMC MyIT Administrator group.

passwordThe BMC Remedy AR System administrator password
tenant_ID

The tenant ID; for example, 000000000000001 (the default), 000000000000002, and so on.

In a single tenant environment, use 000000000000001.

Example

/opt/bmc/jre8/jdk1.8.0_45/jre/bin/java -jar /opt/bmc/MyIT/Smart_IT_MyIT/tenant-config/tenant-config-3.1.00.000-jar-with-dependencies.jar -server http://123.456.789.000/ux -username admin01 -password pwadmin01 -tenantName 000000000000001 clearSmartITDisabledApplicationsCache

Users must log in again to see the changes in Smart IT.

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Comments

  1. Worawut Ekarat

    I see a lot of command lines being used (apart from clearing cache here). It is not helping the admin to work better. Is it in the plan to make these commands available in the UI? Thanks.

    Apr 10, 2016 10:38
  2. Catherine Siderine

    Thanks for your comment, Worawut. Please check to see if your suggestion is posted as an "idea" in BMC Communities, here. If not, you can add your idea so the community can see it and vote on it. The product team reviews ideas regularly, and some ideas are delivered in future releases.

    Regards,

    Cathy

    Apr 11, 2016 05:31
  3. Troy Sasso

    Hey, Great portion on clearing SmartIT Cache.  But, I feel SmartIT Cache is important enough that it should not be buried as a sub-topic.

     

    Can you give the SmartIT Cache clear it's own key words and Main section please?

     

     

    Jun 04, 2016 07:54
    1. Catherine Siderine

      Hi Troy,

      Thanks for your comment. This particular "clear cache" command (clearSmartITDisabledApplicationsCache) is only for the "disabledSmartITApplications" option.

      In version 1.5, for the various "tenant-config" options, a new "global" clear cache command was introduced. It is documented here, as a separate topic. 

      Regards,

      Cathy

      Aug 01, 2016 04:18