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.

   

BMC

BMC Remedy with Smart IT 1.5

All versions
 

BMC Remedy with Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.

For information about the latest release, see Smart IT 1.5.01 enhancements.

Release notes and notices
updated 01 Dec

This section provides information about what is new or changed in this space, including urgent issues, documentation updates, service packs, and patches. 

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To stay informed of changes to this space, place a watch on this page.

Note

This section only includes information about changes since the most recent release of BMC Remedy with Smart IT (Smart IT). If you are upgrading from a previous release, review the release notes for all applicable versions of the product. For example, if you are upgrading from version 1.1, review the release notes for versions 1.2, 1.3, 1.3.01, 1.4, and 1.5.
Related topics

Date

Title

Summary
December 05, 2016 1.5.01 enhancements

Enhancements available in version 1.5.01 of BMC Remedy with Smart IT (Smart IT) are:

  • Support for Decision tree knowledge articles
  • Capability to replace a broken asset in the field
  • Console preset filter enhancements
  • Support for automated change requests and tasks
  • Ticket access enhancements
  • Categorization enhancements
  • Date and time display format enhancements
  • Enhancements to recommended ticket templates
  • Custom status reason enhancements
  • Support for Data Compliance
  • Integration with BMC Client Management
  • Affected asset and affected services for incident ticket enhancements
  • Enhancements to the change request and knowledge article approval pane
August 26, 2016 ITSM notifications overwritten during Smart IT upgrade Provides a workaround for an issue where ITSM notifications are overwritten during a Smart IT upgrade.
August 26, 2016 System requirements for Smart IT An updated version of BMC Remedy with Smart IT 1.5.00 Compatibility Matrix (PDF) is available. This document can be downloaded from BMC Remedy ITSM Suite compatibility matrix (log in required).
August 24, 2016 Smart IT performance Performance information is now available for Smart IT 1.5.
June 23, 2016

 

 1.5.00 enhancements

Smart IT 1.5 introduces several enhancements:

  • High availability enhancement
  • Support for task sequencing
  • Usability enhancements
  • Security enhancements
  • Mobile enhancements
  • Support for the Hebrew locale
  • Include or exclude customer and contact name from the ticket title and description in Smart Recorder
  • Enhancements to the Knowledge-Centered Support (KCS) feature

In addition, BMC Remedy IT Service Management (BMC Remedy ITSM) 8.0.00 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.

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Ready-made PDFs are available on the PDFs page. You can also create a custom PDF.

  Click here to see the steps.

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.

XML and HTML exports

If you require an export in XML or HTML format, contact us.

 

 

 

Getting started
 
Orientation
Accessing Smart IT
Smart IT overview
User goals and features
PDFs >
 
Planning
 

Performance and system requirements.

Installing
 

Information about installation and configuration of the product, migration of data, and deployment.

Upgrading
 

Upgrade process
Troubleshooting
 

Issues resolution, logs, and contacting Support.
Using
 

Interface descriptions, using the product.
Administering
 

Information about adding custom fields and actions, and setting up Smart Reporting.
Integrating
 

Integrations with other products.
Troubleshooting
This section provides information about troubleshooting this release. It contains the following topics:

Tip

For information about known issues, see Known and corrected issues.

FAQs and additional resources
This topic provides information that supplements the BMC Remedy with Smart IT documentation. It contains the following sections:

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about BMC Remedy with Smart IT.

 

  Is Smart IT the same as MyIT?

You can find the answer to this question and a general overview of Smart IT in Getting started.

  How do I create a basic incident or work order in Smart IT?

See Scenarios for creating tickets using Smart IT.

For other ticket types, see:

  How do I create a knowledge article in Smart IT?

See Creating knowledge articles for sharing information in Smart IT.

  How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?

See Managing your work in Smart IT consoles.

  Where can I find documentation for Smart IT in PDF format?

The PDF for the latest Smart IT version is located here. The online documentation is updated regularly, while the PDF contains a snapshot of the content at a particular point in time.

  I’d like a PDF of just selected information. How can I get that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.

XML and HTML exports

If you require an export in XML or HTML format, contact us.

 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the BMC Remedy with Smart IT documentation that you might find helpful:
Key concepts

Smart Recorder overview

Resolving tickets with the help of Knowledge articles using Smart IT

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

Sending email messages in Smart IT
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Last modified by Priya Shetye on Dec 06, 2016
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