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.

Configuring automatic following in Smart IT

The Updates feed (located on the Dashboard in the universal client) displays a list of updates for items that users choose to follow (followed items), such as tickets, assets, and knowledge articles. Users also receive updates automatically for tickets for which they are the assignee, and for tickets or profiles for which they have added a note in the Activity feed. 

By default, users also receive updates for any knowledge articles that they create. You can configure whether automatic updates are sent when users create new knowledge articles, incidents, work orders, tasks, service requests, change requests, and broadcasts. 

To configure automatic following

From the Smart IT installation directory/social/scripts directory on the primary Smart IT server, issue the following command:

path_to_MongoDB_binary/mongo --eval "var dbName= social_dbName, tenantId=tenantId, params='comma_separated_items'" autoFollow.js --username username --password password --authenticationDatabase auth_dbName

where:

ParameterDescription
social_dbNameThe name of the social database
tenantID

The tenant ID, such as 000000000000001 (the default), 000000000000002, and so on.

In a single tenant environment, use 000000000000001.

comma_separated_items

The names of the items to follow on create. Include any or all items as shown, with no spaces:

'incident,workorder,knowledge,task,request,broadcast,change'

If you pass params='' nothing will be automatically followed on create.

username

The social database administrator username

passwordThe social database administrator password
auth_dbNameThe authentication database name

For example:

path_to_mongodb_binary/mongo --eval "var dbName='social', tenantId='0000000002', params='incident,workorder,knowledge'" autoFollow.js --username social_admin --password password --authenticationDatabase social

Note

You must restart the social service after making changes.

Related topic

Following tickets, assets, resources, and people in Smart IT

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Comments

  1. Phindiwe Moshoele

    Hi 

     

    I am a little lost, I am trying to run this command but the path_to_mongodb_binary is confusing me. My Mongo is installed in a seperate server........not sure how to English this (smile) but I guess what I am trying to ask is WHAT??? do i have to go add the mongo path as i will be running the scrip on Smart IT server.

     

    So is this script supposed to run on Mongo or Smart IT?? is it a typo at the top? 

    if not please send me a screan grab so i can see what I am supposed to do. My SMart IT is on windows machine. We Need to write scripts for blondes (big grin)

    Jul 28, 2017 05:46
    1. Nilay Agambagis

      Hello Phindiwe,

      Thanks for the comment. I will discuss this with the concerned SME and will write back to you.

      Regards,

      Nilay

      Aug 08, 2017 04:09