This documentation supports the 1.6 version of Remedy with Smart IT.

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

Configuring after installation

Before you deploy Remedy with Smart IT (Smart IT) and after completing the Smart IT installation procedures , you must configure the system. Because Smart IT and BMC Digital workplace share the same server and installer, overlap exists between configuration tasks. All tasks are summarized in the following sections:

Smart IT and BMC Digital Workplace Configuration

StepActionAddtional information
1

Enabling a maps license

After installing or upgrading to Remedy with Smart IT and BMC Digital Workplace, location maps will not appear. In order to display location maps, follow the procedure to obtain and enable a supported maps license.

2

Configuring SSL for the Tomcat server

To provide communication security among applications, configure SSL for the Apache Tomcat server. If you enabled SSL as part of the installation, SSL is already configured.
3You might need to change the ports if you did not specify an open port during installation or upgrade, or if these ports are in use. These ports are used to connect the web and mobile Smart IT clients to the Smart IT server.
4

This topic describes how to configure the integration of LDAP for broadcasting with both Smart IT and BMC Digital Workplace.

You can integrate Smart IT and BMC Digital Workplace with LDAP so that you can distribute broadcasts to your LDAP distribution groups. If configured, these groups are also used when setting up services on the BMC Digital Workplace Administration console.

5

This topic describes how to configure the integration of BMC Remedy Single Sign-On with Smart IT and BMC Digital Workplace.

BMC Remedy Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs on to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.

Smart IT configuration

StepActionAddtional information
1The information shown on timelines and feeds is uploaded from BMC Remedy IT Service Management (BMC Remedy ITSM) and processed by the Social Server. To import the existing BMC Remedy ITSM data into the Social Server, use the Remedy with Smart IT onboarding utility.
2If your organization does not use collision management or impact analysis functionality for Change Management, you can choose to disable these features.
3To give users access to Smart IT, assign them the required user permissions.
4

Note: This is specific to Smart IT.

If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID.

Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available service request templates for that person.

5

You might have custom fields defined for BMC Remedy IT Service Management, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Remedy ITSM fields that are not shown by default in Smart IT.

When you add custom fields, they appear in the area that you specify in Screen Configuration. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder.

6Full text search (FTS) is an optional feature that you can install with the BMC Remedy AR System server. To use FTS with Smart IT, you must install BMC Remedy Knowledge Management, even if you do not plan to create knowledge articles. To use the complete FTS capability, you must configure and enable the feature.
7Complete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with Smart IT.
8If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.
9Configure your notifications. You can choose to use BMC Remedy ITSM notifications, for example if you have customized notifications. You can enable localized Smart IT notifications for mobile clients.
10Configure whether users automatically receive updates for new knowledge articles, incidents, work orders, tasks, service requests, change requests, and broadcasts that they create. By default, users only receive updates for new knowledge articles that they create.
11Configure security options. Limit the types of files that users can attach to Smart IT records. Update the content security policy to allow users to attach images from external sources to knowledge articles. If you have Openfire chat installed, edit the openfire/conf/cross-domain-policy.xml file to only allow access to data from a specific domain (or domains).
12If your organization does not use BMC Service Request Management, BMC Work Order Management, BMC Change Management, or BMC Problem Management in Smart IT, you can choose to disable these application modules.
13By default, Smart Recorder locates customer profiles by assuming a "first name, last name" order when you enter the person's name. You can configure Smart IT so that the Smart Recorder searches by the customer's last name as well as the first name.
14While creating a ticket using Smart Recorder, the customer name and contact names are automatically included in the title and description of the ticket. You can choose to exclude the customer name and contact names from the title and description by changing the default value of a configuration setting.
15When you install Smart IT 1.6, a new Sandbox Job Calls setting is added to the AST:AppSettings form. This setting controls how reconciliation calls (requests) are processed for assets.

Where to go next

After you finish configuring Remedy with Smart IT, Deploying Smart IT to your users.

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Sherwin Russel

    Enabling a maps license , link seems to be broken

    Feb 06, 2018 06:19
    1. Nilay Agambagis

      Hello Sherwin,

      Thanks for your comment. I have fixed the link error.

      Regards,

      Nilay

      Feb 07, 2018 02:09