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

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

Affected assets and affected services on incident tickets

Note

 To use this feature, you must install Smart IT 1.5.01, and apply the hotfix build 57 or later.

Assets and services that are affected due to the reported incident, or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident. By default, affected assets and services are displayed on the basis of the value specified in the affectedCISearchByAssetPeopleRelation property on the SHARE:Application_Properties form. The property value and its description is given this table.

Property valueDescription
False (default value)

When this property is set to False, in Smart IT, when you enter the asset or service name in the Affected Asset and Affected Service fields, the system searches for them in following fields:

  • Name
  • ProductName
  • SerialNumber
  • In fields based on the property isExclude_TAG_and_CI_ID where the asset company is the company to which the customer belongs.

Only those assets and service that belong to the customer company are displayed.

True

When this property is set to True, in Smart IT, when you enter the asset or service name in the Affected Asset and Affected Service fields, the system searches for them in following fields:

  • Name
  • ProductName
  • SerialNumber
  • In fields based on the property isExclude_TAG_and_CI_ID where the asset company is the company to which the customer belongs.

All the assets to which the service desk agent, who is creating the incident ticket, has access irrespective of the assets of the customer company. In case of affected services, only those services that have Used by asset-people relationship are displayed in the Affected Service field.

This kind of behavior is similar to the way in which affected assets and services are searched in Mid tier.

Notes

  • Due to any reason such as a typo error, if the value of this property is set to anything other than True or False, the system falls back to the default value.
  • This configuration impacts only incident tickets.

Configuring affected assets and affected services

In BMC Remedy IT Service Management, the administrator can specify the option to configure affected asset and service on the incident ticket in Smart IT. The setting is applied at the tenant level, and does not depend on user's choice.

  1. Log in to BMC Remedy IT Service Management.
  2. Access the SHARE:Application_Properties form by using the following link:
    http://<mid tier server name>:<port number>/arsys/forms/<ITSM server name>SHARE%3AApplication_Properties/Default+Admin+View.
  3. In the Property Name field, enter affectedCISearchByAssetPeopleRelation, and click Search.
  4. In the Property Value field, clear the value False, and type True.

    Note

    Do not change values in the Application ID, Instance ID, and Status fields of the SHARE:Application_Properties form.

  5. Click Save.

To display affected assets and services as per the value specified on the form, you must do one of the following step:
  • Restart the Smart IT server.
  • If you do not restart the application, you must wait for 30 minutes from the time you saved the change. The system reflects the changes after 30 minutes.

Example

Nancy is a service desk agent, and has access to Company A, B, C, and D. Nancy creates an incident ticket for the issue reported by Allen Allbrook, a customer who belongs to Company A. Allen uses the following two assets and services, and has Used By relation with the assets and services:

  • Asset1 and Business service1 belongs to Company A.
  • Asset2 and Business service2 belongs to Company B.

Allen does not have access to Company C and D, and is also not related with their assets and services:

  • Asset3 and Business service3 belongs to Company C.
  • Asset4 and Business service4 belongs to Company D.

Considering these assumptions, the following behavior is expected:

  • The affectedCISearchByAssetPeopleRelation property is set to False—when Nancy creates or edits the incident where Allen is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset1 and Business service1, as the customer company is considered for fetching the results.
  • The affectedCISearchByAssetPeopleRelation property is set to True—when Nancy creates or edits the incident where Allen is the affected customer, in the Affected Asset field, the search result displays Asset1, Asset2, Asset3, and Asset4However, because Allen is related to Business service1 and Business service2 by the Used by relation, in the Affected services field, the search result displays Business service1 and Business service2.

Related topics

Scenarios for creating tickets using Smart IT

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Rama venkata ganesh Tammenedi

    if this entry doesn't exist in the SHARE:Application_Properties. then how we need to configure it. please let us know on this.

    Dec 02, 2016 07:44
    1. Rakhi Rathod

      Hi Rama,

      Sorry for getting back late. I will discuss your point with the SMEes, and update the topic.

       

      Thanks,

      Rakhi 

      Dec 08, 2016 05:13
    1. Rakhi Rathod

      Hello Rama,

      This property is available only if you are using Smart IT 1.5.01 and have applied the hotfix build 57 or later. Could you please confirm if you are using the same?

      Thanks,

      Rakhi

      Apr 06, 2017 03:10
  2. Application Management

    Hi Rakhi,

    We have the same problem where the entry does not exist in SHARE:Application_Properties form. Were you able to find an answer ?

    Mar 21, 2017 09:18
    1. Rakhi Rathod

      Hello,

      I'll take your comment on priority, and try to resolve it asap.

      I'll keep you posted.

       

      Thanks,

      Rakhi 

      Mar 21, 2017 10:55
    1. Rakhi Rathod

      Hello,

      This property is available only if you are using Smart IT 1.5.01 and have applied the hotfix build 57 or later. Could you please confirm if you are using the same?

      Thanks,

      Rakhi

      Apr 06, 2017 03:08
  3. Application Management

    Hi Rakhi,

    We are using SmartIT 1.4. If this version does not offer those features I wonder why they are displayed (Affected Asset and Affected Service).

    Apr 06, 2017 06:27