This section contains information about enhancements in version 1.5.01 of BMC Remedy with Smart IT (Smart IT).
For information about issues corrected in this release, see Known and corrected issues.
Support for Decision tree knowledge articles
You can now access and view knowledge articles created by using decision tree template (identified by the icon). Though these articles are created and edited in BMC Remedy Knowledge management, in Smart IT, you can only view and refer them to resolve tickets, relate them to tickets, and flag-unflag them. You can change their status, and they follow the same lifecycle and behavior as other knowledge articles. For more information, see Creating knowledge articles for sharing information in Smart IT.
Capability to replace a broken asset in the field
Smart IT 1.5.01 includes functionality that allows you to more easily replace a broken asset in the field. In previous releases, you could relate a broken asset with an incident, change request, or other ticket from a mobile device. You could also manually update the status, location, and relationships of the broken asset and replacement asset.
In version 1.5.01, a field agent can now replace an asset in a single action. For example, the agent can open the profile for a broken asset on a mobile device, choose Swap Asset from the menu, and then scan the replacement asset. When the asset swap is complete, the old asset is taken out of service and (depending on the field agent's selections) the old asset's status, people and group relationships, and location are transferred to the replacement asset.
For more information, see Replacing an asset by using Swap Asset:1.5.01 and later.
Console preset filter enhancements
In the Ticket Console, Knowledge Console, and Asset Console, you can apply filters and arrange columns, and then save these settings as a preset that you can retrieve later. In previous versions, you could not specify a default preset that would persist if you logged out or refreshed the browser. Also, if you wanted to modify a preset, you had to create a new preset and delete the old preset. In version 1.5.01, you can now edit any console preset that you create, and you can specify a default. The default preset persists even after you refresh the screen or log in again. You make preset edits and specify the default in the universal client, and then your selections are reflected in both the universal client and mobile clients.
For more information, see Managing your work in Smart IT consoles.
Support for automated change requests and tasks
Beginning with version 1.5.01, Smart IT supports automated change requests and automated tasks . The automated change requests and tasks are result of the job created in BMC BladeLogic Server Automation, and corresponding automated change requests that are created in BMC Remedy Change Management (version 9.1.02), and accessible in Smart IT. In Smart IT, users cannot create automated change requests and tasks. Smart IT works as a interface to access, view and edit automated change requests and tasks. You do not need additional permissions to access automated change requests. All the capabilities of normal change request tickets are applicable to the automated change request and tasks. For more information, see Automated change requests and tasks in Smart IT.
Ticket access enhancements
Until Smart IT 1.3.01, all users of a company could access tickets in Smart IT. Until Smart IT 1.5, access to tickets was given on the basis of support groups. In Smart IT 1.5.01, users can access tickets on the basis of support group, or company and support group. In BMC Remedy ITSM, on the System Settings form, in the Applications Permissions Model list, the administrator can select one of the two option: Support Group or Company and Support Group.
You can now access support groups configured under Global company. The admin can add necessary groups from multiple companies under Global company. The Global company is available for all users irrespective of the customer or location company. In the CTM:People form, if you have been given unrestricted access, you can access all support groups added under the Global company, else, you can access groups of only those companies for which you access. To configure the Global company, go to BMC Remedy ITSM, and on the Support Group Configuration form, for the Multiple support groups to single company mode, specify the Global option under Support Company list. This is a configuration for support group assignment. For more information, see How access to tickets and resources works in Smart IT.
Smart IT 1.5.01 includes the following enhancements to categories in tickets and resources:
- The Resolution Category is now an out-of-the-box field on the incident profile. It is now displayed throughout the lifecycle of the incident ticket.
- The Incident Type is now an out-of-the-box field on the incident profile. Based on the value you select in the Incident Type list, the system filters options available under Operational Category, Product Category, Resolution Category, and Resolution Product Category.
- On the ticket and resources profile, the system shall now display entire values of the categories you select. Earlier, only tier 3 value was displayed in the category fields. Now, tier 1,tier 2, and tier 3 values are displayed in the category fields. This enhancement will help you quickly understand the complete context of the ticket, and values set in the category fields.
- (UC only) A Recommendations link is now added to help you quickly search for appropriate categories on tickets and resources. You can now type the category name, or browse for the category, or look for the system recommended category to get to the appropriate category.
For further details, see Categorization.
Date and time display format enhancements
Instead of displaying the date and time in relative format such as 2 days ago, or 3 hours ago, Smart IT now offers an option to display exact date and time in absolute format such as Oct 22, 2016 6:00 pm. To implement this enhancement, on the SHARE:Application_Properties form in BMC Remedy IT Service Management (BMC Remedy ITSM), the Administrator must search for the dateTimeStyleProperty property, and specify the Property value as Absolute. For mobile devices, the date and time format depends on the settings specified in the device. For universal client, the date and time is displayed based on the date and time format of the browser locale. By default, Smart IT supports date in English locale, and follows the US date format, mmm dd, yyyy and 12 hour time format. For further details, see Date and time display format.
Enhancements to recommended ticket templates
When you create incident and change request tickets, the recommended ticket templates are filtered on the basis of the company that the service desk agent has access to. Smart IT now offers an option to filter the recommended templates on the basis of the support group the agent belongs to. To implement this enhancement, on the SHARE:Application_Properties form in BMC Remedy ITSM, the Administrator must search for the templateSearchByAuthoringGroup property, and specify the Property value to True. Thus, instead of going through a long list of templates, you can now select appropriate template quickly from the filtered list of templates that belong to your support group. For more information, see Ticket templates.
Custom status reason enhancements
(UC only) The custom status reason that you specify for ticket status is now displayed on the Ticket console under the Status Reason column. In BMC Remedy ITSM, Administrator must add the custom status reason to the ConsolidatedStatusReason field on the SHR:UnionOverview_MasterConsole form. If the same custom status reason is used across multiple ticket types, their ID must be same across those ticket types, that means no two ticket types should have two different custom status reasons having same ID. To learn more, see Managing your work in Smart IT consoles.
Support for Data Compliance
Incident tickets that were automatically generated by the data loss prevention (DLP) integration in BMC Remedy ITSM version 9.1.02 or later now include a Data Compliance Event item under Related items in ticket details. The data compliance system can be configured, for example, to create an incident when someone tries to send an email that includes a credit card number. The related item shows the kind of data compliance event, such as Sharepoint or Exchange event, the company, and the name of the person who triggered the event. Service desk agents with sufficient permissions can drill down to view more details about the data compliance event in Smart IT.
For more information, see Overview of information displayed on a ticket in Smart IT.
For more information about Data Compliance for Remedy, see dc10.
Integration with BMC Client Management
Smart IT 1.5.01 can be integrated with BMC Client Management (BCM) 12.1 and later versions. This integration helps service desk agents and specialists working in Smart IT to resolve issues with BCM-managed assets. With this integration, depending on the level of BCM access, users can perform any or all of the following actions on BMC-managed assets from the asset profile in Smart IT—Asset Details (viewing asset details), Audit Now (performing an audit), Check Connection (pinging a device), Reboot, Shut down, and Wake up.
Enhancements to the change request and knowledge article approval pane
On the Approval pane for change request and knowledge article, you can see names of approval groups and individual approvers who have to review the change request and article on the Open tab, and names of those who have reviewed on the Closed tab. For more info, see Approving change requests.
Affected asset and affected services for incident ticket enhancement
On the incident profile, options displayed under Affected asset can be configured to display the assets to which the service desk agent has access. Options displayed under Affected service can be configured to display services to which the customer has Used By relation. To implement this enhancement, in BMC Remedy ITSM on the SHARE:Application_Properties form, the Administrator must search for the affectedCISearchByAssetPeopleRelation property, and specify the Property value as True. For more information, see Affected assets and affected services on incident tickets.
Generating report for viewing active users in Smart IT
In MyIT Administration Console, administrators can now generate Smart IT Active User report to view details of the active or logged in Smart IT users. You can specify a date range to filter the report, and also export the report in Comma-Separated Values (CSV) format. For more information, see Viewing active users in Smart IT.