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 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


social_dbNameThe name of the social database

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

In a single tenant environment, use 000000000000001.


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


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


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


You must restart the social service after making changes.

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