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

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Disabling application modules in Smart IT

This topic was edited by a BMC Contributor and has not been approved.  More information.

You can disable or enable application modules in Smart IT based on your organization's requirement. For example, you can disable Service Request Management if your organization does not use it.

Watch this quick video on how to disable a module in BMC Remedy with Smart IT.

https://youtu.be/PD_erxH0nC4

You can disable or enable the following application modules:

  • Service Request
  • Work Order
  • Change Request
  • Problem Investigation
  • Known Error

You cannot disable the following application modules:

  • Incident
  • Assets
  • Knowledge

You cannot disable or enable the following application modules as these are not individual entities:

  • Task
  • Activity
  • Broadcasts

You can 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.

Note

  • Disabling an application in Smart IT does not affect the application in BMC Remedy IT Service Management (BMC Remedy ITSM).

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:

  • 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 entering one or more comma-separated values, as shown in the following illustration.
    For example, to exclude Work Order Management and Problem Management, enter workorder,problem in the Property Value field.
    To disable all configurable applications modules, change the property value to request,workorder,change,problem,knownerror.
  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 disabledSmartITApplicationsproperty record.
  4. Set the value of the Property Value field to none.
  5. Save the record.
  6. Clear the Smart IT cache.

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-<version>-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-3.2.00.000-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. Amit Maity

    Hi - In the first statement it says "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:", but what is the command line utility?

    Jan 01, 2017 11:51
    1. Rakhi Rathod

      Hi Amit,

      I confirmed from the team that there is no utility for disabling application modules. You can disable them from the SHARE:Application_Properties form.

      I removed the reference to the utility.

       

      Thanks,

      Rakhi

      Jan 04, 2017 11:43
  2. Allen Morgan

    Hi,

     

    Is there a list of values that can be supplied to disabledSmartITApplications?

    I see request,workorder,change,problem.

    However, there is also application modules for Tasks, Assets, Known Errors, Persons

    It would good to document the full list so not to enter the incorrect values.

    Regards,

    Allen Morgan

    NASDAQ

     

     

     

    Apr 04, 2017 09:12
    1. Rakhi Rathod

      Hello Allen,

      Thank you for bringing this to our notice. I'll update the list and keep you informed.

      Regards,

      Rakhi  

      Apr 04, 2017 12:19
    1. Nilay Agambagis

      Hello Allen,

      Thanks for your comment. I have updated the list.

      Regards,
      Nilay

      Jul 20, 2017 05:38