This documentation supports the 1.5 version of Remedy with Smart IT.

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1.5.00 enhancements

This section contains information about enhancements in version 1.5.00 of BMC Remedy with Smart IT (Smart IT).

Tip

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

BMC Remedy IT Service Management (BMC Remedy ITSM) version support

BMC Remedy ITSM 8.0 is the minimum supported version for Smart IT 1.5. BMC Remedy with Smart IT 1.4 and earlier continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above.

High availability enhancement

BMC Smart IT 1.5.00 expands its support for high availability to include the AlwaysOn feature. The AlwaysOn feature is a data replication mechanism for synchronizing data with secondary servers. In case of a failover, the secondary replication server can handle read-only requests from SmartIT-MyIT. To leverage the AlwaysOn feature in a high-availability environment, select the Use Microsoft SQL driver check box on the BMC Smart IT / MyIT RDBMS Selection installer panel. For more details, see  Smart IT and MyIT installation worksheets .

Support for task sequencing

Users can now use the task sequencing functionality to reorder tasks within a task list. This is implemented for Incident, Work Order, and Change tasks. Users can re-sequence tasks if the priority of the task changes. Users have the ability to reorder task and task groups, and even tasks within a task group. Even when phase management is enabled for Change Management, users can reorder tasks for the same phase.

For additional details about reordering tasks, see Adding tasks to tickets in Smart IT.

Usability enhancements

Smart IT 1.5 includes the following usability enhancements:

Accessibility enhancement

Accessibility users can now enable the Accessibility View from the login screen. In previous versions, users had to log in first, then enable the Accessibility View from a menu, which might require assistance from another user. 

For more information, see Enabling accessibility in Smart IT.

Navigation bar design enhancement

The navigation bar in the universal client has a new "slim" design that uses less vertical screen space. The new design creates the more room for scrollable regions on complex forms.

For examples and for information about using your own images and colors, see Rebranding Smart IT for the universal client.

More display options for impact analysis

When you display the results of an impact analysis for a change request, you can now switch between landscape and portrait modes, and you can display the chart in full screen mode. These new display options make it easier to view the results when there are many impact relationships.

For more information about running an impact analysis, see Determining the impact of changes in Smart IT.

Printing enhancement

In addition to knowledge articles, you can now print ticket details and asset (CI) profiles from your desktop browser (universal client). For example, from incident details, you can click the printer icon to open a preview screen, and then print to a device or generate a PDF file, depending on your system settings. The printout includes core ticket information, such as the ID, description, and status, as well as any activity notes and related items. This functionality is useful in situations where mobile access is not available, you need a signature on a hard copy, or you want to share records with people who do not have access to Remedy.

Upload documents from cloud storage

When using Smart IT on mobile devices, you can now attach files from cloud storage to the tickets. When you create or edit tickets, and in the Activity feed when you add a note to a ticket, the Add Attachment option enables you to access and attach Word, PDF, Excel, and RTF files stored on the Google Drive, Dropbox, OneDrive, and Box cloud storage. For more information, see Overview of information displayed on a ticket in Smart IT.

E-signature for change request and knowledge article review

If the system administrator has set password authentication for change requests and knowledge articles that are in review status, then as a reviewer of change requests and knowledge article, you now have to authenticate yourself before you submit your review. If you have RSSO integrated with Smart IT, you have to login with your Smart IT login credentials in the RSSO login page. If you do not have RSSO integrated, you have to login with your Smart IT login credentials in the specified text box on the change request and knowledge article profile. To learn more about this feature, see Approving change requests and Reviewing a knowledge article in Smart IT as a primary and alternate approver

Unpin SLA alerts, Broadcasts, Outages, and flagged knowledge articles in the Updates feed

Feeds of the unread SLA alerts, broadcasts, outages, and flagged knowledge articles are now displayed with a pin icon in the Updates feed. After you read the feeds, you can click the pin to unpin them. The unpinned feeds are placed in the Updates feed as per the time they were added. For more information, see Following tickets, assets, resources, and people in Smart IT.

Addition of the Assign to me option

To enable you to quickly assign the ticket to yourself, the Assign to me option has been now added to the ticket types and knowledge articles. When you click the Assign to me option, and if you belong to the same support group the ticket has been assigned to, you are immediately assigned to the ticket. If you belong to multiple support groups, you must select your support group from the Update Assignment pane of the ticket. To learn more about this feature, see Overview of information displayed on a ticket in Smart IT.

Send Knowledge article as an email attachment

From the incident ticket, you can now send a knowledge article as an email attachment. You can select an article that is related to the incident, Smart IT converts the article as a PDF, and sends it to the email recipients. The Activity note is updated when the email is sent successfully. For more information, see Sending email messages in Smart IT.

Create related knowledge article from Incident and Work order

You can create related knowledge article directly from incident and work order. The related article is prepopulated with important content from the ticket. It helps you to create articles with exact information, and relate the article with the incident or work order. For details, see Relating items to the current ticket.

Security enhancements

Smart IT 1.5 includes the following security enhancements. For more information, see Configuring security options for Smart IT.

Enhancement to allow or disallow attachment file types

You can choose to restrict the file types that users can add as attachments in Smart IT by setting options in the BMC Remedy AR System 8.1.02 or later server. In previous versions, Smart IT would not allow users to add attachments if the server was configured to disallow specific attachment file types. In version 1.5, Smart IT will also recognize a list of allowed attachment file types. In addition, Smart IT displays a more meaningful error message when users try to attach a file type that is not permitted.

Content security enhancement

Smart IT 1.5 now includes a content security policy (CSP), to reduce the risk of cross-site scripting (XSS) attacks. XSS is a type of computer security vulnerability (typically found in web applications) that allows code injection by malicious web users into web pages viewed by other users. Examples of such code include HTML code and client-side scripts.

The content security policy (CSP) in Smart IT 1.5 determines which resources are allowed to load in the application UI. For example, the CSP defines the source domains that are valid for loading scripts and objects. You can update the CSP to include additional approved sources according to the requirements of your organization. The default CSP requires users to use minimum supported browsers and mobile OS versions, which are listed in System requirements for Smart IT.

Improved security for knowledge articles

Starting in Smart IT 1.5, the Source button is not visible when users create or update a knowledge article, so the source code cannot be edited. This default setting reduces the risk of cross-site scripting (XSS) attacks. Depending on the needs of your organization, you can enable the Source button.

In addition, Smart IT 1.5 only allows users to add URL links to knowledge articles that use the http://, https://, ftp://, or news:// protocols. Users cannot add links with other protocols (such as data://) that can be used in malware and phishing attacks. This restriction is not configurable.

Mobile enhancements

Smart IT 1.5 includes the following enhancements for mobile clients:

Add and update tasks from mobile clients

In Smart IT 1.5, you can now add and update tasks from mobile clients. In previous versions, you could only add and update tasks from the universal client. This enhancement is especially useful if you need to create an ad-hoc task while working remotely.

For more information, see Adding tasks to tickets in Smart IT.

Support for BMC Remedy Smart Reporting from mobile devices

Smart IT 1.5 provides support for BMC Remedy Smart Reporting from your mobile device with Patch 1 for BMC Remedy AR System version 9.1. You can view all the BMC Remedy Smart Reporting on your mobile devices. You must however, access the universal client to create or modify reports. 

For more information about deploying Smart Reporting on your mobile device, see Deploying Smart IT to your users.

Support for the Hebrew locale

Smart IT 1.5 provides support for the Hebrew locale with BMC Remedy ITSM version 9.1 service pack 1 (9.1.01) installed with Hebrew language pack.

For more information about the Hebrew locale, see Language information.

Include or exclude customer and contact name from the ticket title and description in Smart Recorder

While creating a ticket using Smart Recorder, when you identify a customer and contacts using the '@' symbol, the customer name and contact names are automatically included in the title and description of the ticket and in the customer and contact fields of the ticket. You can choose to exclude the customer name and contact names from the title and description by changing the default value of a configuration setting, which is a key value in the Smart IT (Galileo) database. Excluding the names from the title and description ensures there is no redundant information on the tickets, and the searches based on ticket title do not include customer and contact names.

Knowledge-Centered Support (KCS) enhancements

The following enhancements are available:

  • Out-of-the-box Knowledge-Centered Support (KCS) escalations now include the following enhancements:
    • A single escalation, RKM:KCS:RadarData_Compute, runs daily to compute the data for all metrics required for the KCS reports.
    • To prevent needless computation of data when Smart IT is not installed, the RKM:KCS:RadarData_Compute escalation shipped with BMC Knowledge Management 9.1.01 is offline out of the box. It can be enabled by installing Smart IT 1.5 or enabled manually when required.
    • RKM:KCS:RadarData_Compute escalation computes data from the last successful run date, instead of just previous 24 hours. So, if the escalation does not run on a particular day because of outage, data for that day is not lost.
    For more information, see KCS forms and escalations in version 9.1.01.
  • When the KCS Coach of a KCS knowledge author changes, the new KCS Coach can create and view the assessment results for the KCS knowledge author, using the KCS : AQI Results for Articles report. The new KCS Coach can also view the results of old assessments conducted by the previous KCS Coach, using the same report. The previous KCS Coaches continue to view the results of assessments they conducted, but cannot view the results of assessments conducted by the new KCS Coach. For more information, see KCS forms and escalations in version 9.1.01.
    Additionally, a BMC Remedy AR System administrator or an unrestricted user having any KCS permission can view results of assessments conducted by KCS Coaches for any Company.

To use these features, you must have the following product versions:

  • BMC Remedy IT Service Management (ITSM) Suite 9.1 Service Pack 1
  • BMC Knowledge Management — Version 9.1 Service Pack 1 or later
  • BMC Remedy with Smart IT 1.5

For information about generating KCS reports, see Reviewing your knowledge team's performance using KCS reports.

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