This documentation supports the 18.05 version of Remedy with Smart IT.

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

18.05 enhancements

This section contains information about enhancements in version 18.05 of Remedy with Smart IT.




Smart IT installer simplified

Remedy with Smart IT installer is now separated from BMC Digital Workplace installer

Starting with the 18.05 release, the installers for Remedy with Smart IT and BMC Digital Workplace are separate. The installer separation ensures that these products can be installed or upgraded independently without impacting release cycles or upgrade cycles.

Before you install Smart IT, ensure that Remedy ITSM 18.05 is installed. To install Smart IT 18.05, you need to download the separate Smart IT installer file from the EPD site and proceed with the installation.

The following changes are in effect:

Default installation folder name

The new default installation folder is named Smart_IT instead of Smart_IT_MyIT.

  • Windows: \Program Files\BMC Software\Smart_IT
  • Unix: /opt/bmc/Smart_IT
New URL to access Smart IT consolehttp://<hostName:port/smartit/ instead of http://host:port/ux/smart-it
New URL to download Smart IT mobile clients  http://hostName:port/smartit/download/ instead of http://hostName:port/download/smartit
New Web App installation folderC:\Program Files\BMC Software\Smart_IT\Smartit instead of C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\ux
New Application configuration file location

Smart IT configurations are in CCS and the CCS ID is stored in the following file:

<Tomcat>/external-conf/smartit_config.properties file.

Logback configuration file locationC:\Program Files\BMC Software\Smart_IT\Smartit\logback\logback_smartit.xml
ProvidersC:\Program Files\BMC Software\Smart_IT\Smartit\smartit\WEB-INF\classes\provider with Smart IT providers only.
Backward compatibility of mobile clients

Smart IT 18.05 does not support backward compatibility for mobile clients running on older versions. Smart IT mobile clients running on version 2.0 must be upgraded to Smart IT 18.05.

Old Smart IT URL, bookmarks, and email links

Smart IT 18.05 does not support old Smart IT URL, bookmarks, and email links that were created in the versions earlier than 18.05.

Workaround: Add a load balancer rule to redirect automatically to smartit/smart-it/* whenever any URL with /ux/smart-it/* is received.

New location to access the Smart IT Admin Console

Administrators can now access the Admin Console from the Smart IT Configuration menu.

AR Administrator permission is required to access the Smart IT admin console.

For more information, see Installing.

No separate UX Patch installer for Smart IT

Starting with this release, there is no UX Patch installer for Smart IT. The UX Patch installer is now merged with the Remedy ITSM installer. This enhancement considerably reduces the number of steps required for Smart IT installation.

Upgrade sequence for Smart IT

If you are upgrading Smart IT from a previous version and have used BMC Digital Workplace with Smart IT, you must first upgrade BMC Digital Workplace and then upgrade to Remedy ITSM 18.05 before upgrading to Smart IT 18.05. For more information about upgrading BMC Digital Workplace, see  Upgrading BMC Digital Workplace and then see Performing the Smart IT upgrade for upgrading Smart IT.

The upgrade sequence is as follows:

Smart IT architecture simplified

MongoDB no longer required to support Smart IT social features

As part of the Smart IT architecture simplification enhancement, starting with Smart IT 18.05, MongoDB installation is not required. MongoDB is no longer required to support Smart IT social features. All your social data is now stored in the AR System database forms.

Before you upgrade to Smart IT 18.05, if you need to retain your old social timeline data, migrate your social data from MongoDB to the AR System database using the mongo migration utility. For more information, see Migrating social data from MongoDB to the AR System database.


Agents now can see a customer's BMC Digital Workplace service catalog requests in Smart IT

From Smart IT, you can now see the BMC Digital Workplace (DWP) catalog service requests from the Global search, Smart Recorder and Customer profiles. You can also perform certain tasks in the BMC Digital Workplace (DWP) catalog service requests that are displayed in Smart IT. For more information, see Integrating Smart IT with BMC Digital Workplace Catalog service request.


Enhanced screen configuration capability for Work Order and Task tickets

In Smart IT 2.0, the screen configuration capabilities were provided for Incident and Change tickets. In Smart IT 18.05, you can also configure the screens of Work Order and Task tickets. In Smart IT 1805, Create Work Order, View Work Order, Create Task, and View Task screens are introduced under the Screen Configuration menu. Along with Change and Incident, now you can modify the layout of the ticket profiles, update fields, add URL and provider actions to the fields of Work Order and Task tickets. For more information, see Configuring screens.


Enhanced provider action

In Smart IT 2.0, the capability to add provider actions at the field level was provided for Incident and Change tickets. In Smart IT 18.05, you can also add provider actions in the Work Order and Task ticket fields. For more information, see Configuring provider actions in Smart IT.


Introduced single edit mode in Work Order and Task ticket screens

In Smart IT 2.0, the single edit mode was introduced in the Change and Incident screens. In Smart IT 1805, the single edit mode is introduced to the Work Order and Task tickets also. You can now open Work Order and Task tickets and click the single edit button that appears on the top of a ticket and modify all the editable information of a ticket.


Enhanced to copy field information from Knowledge Article while resolving Incidents

While creating an Incident from Smart Recorder, if you open a Knowledge Article (KA), and click Save and Resolve, the Operational Category and Product Category field information of the KA are copied to the Resolution Category and Resolution Product Category of the Incident ticket. Only the primary categories are copied. For more information, see To copy field information from Knowledge Article while resolving Incidents.


New license release timeout configuration

A new configuration parameter, arlicense.timeout.in.seconds has been introduced so that the administrator users can configure the license allocation time. For more information, see Centralized configuration.


Additional configuration parameters in the Centralized configuration

The configuration parameters of logback.xml and connect.properties files are now in the Centralized configuration. For more information, see Centralized configuration.


Enhanced widgets

In Smart IT 1805, the Assignee Support Organization member field has been added in the Support Group widget and the Manager Support Organization member field has been added in the Manager Support Group widgets. For more information on Configuring widgets, see Configuring screens.


Change in shipping iOS application

From 18.05, users needs to copy xcarchive.zip file from the Smart IT installation directory to Mac OS X machine to sign IPA with their enterprise account. For more information, see Re-signing Smart IT on Apple iOS.


What's changed in this release

Smart IT 18.05 has introduced the following significant changes in the product behavior:

EnhancementProduct behaviour in versions earlier than 18.05Product behaviour in version 18.05
Product name changed

Remedy with Smart IT:

Remedy:

Certain ITSM form name changed
  • FND:SmartIT_Provider Action Template Configuration
  • MIG:SmartIT Audit form
  • MIG:SmartIt Error Log
  • SMT:SmartIT_Provider Action Template Configuration
  • SMT:SmartIT Audit form
  • SMT:SmartIt Error Log
Saving the AR encrypted password in Smart IT Android application

Smart IT Android application stored AR encrypted password after successful login.

Smart IT Android application does not store AR encrypted password.
New folder while running Smart IT log utility

If you run the the log utility, the logs are generated from /opt/bmc/smartIT/smartitmaintools/.
and a new folder Smartit is created. While generating the logs, it generates log file as smartit1logs.zip. For more information, see Smart IT logs.

User Prompt field in the provider action configurationUser Prompt field was a text field.You can configure selection field in the User Prompt field. For more information, see Configuring provider actions in Smart IT.
New location for reports and configuration settings for providers
You can access reports and configuration settings for providers from Configuration > Admin Console Configuration. For more information, see Making configuration changes to integrated applications.
New location for Google Map configurationYou could configure Google Map through user interface.

You can configure Google Map through Centralized configuration. You need to configure the following properties:

  • mapApi = "google" // default
  • googleMapsApiKey 
  • googleMapsApiClientId
  • googleMapsClientEncryptionKey
  • tencentMapsApiKey
UI changes in the migrated activity feed

Applicable for all ticket types (except Knowledge, service request).

For example, the ticket status change:

For the migrated information, the ticket status change UI is displayed as follows:

Note: This change is not applicable for new activity/status.

Ticket follow behaviour

When you start following a ticket, the ticket activity updates from the time of following the ticket are shown to you in the activity feed.

Similarly, when you unfollow a ticket, ticket activity updates are not shown from the time you unfollow a ticket.

When you start following a ticket, all ticket activity updates from the beginning of ticket creation are shown to you in the activity feed.

When you unfollow a ticket, you will not see ticket activity updates in the activity feed.

Single tenant application
Remedy with Smart IT 18.05 is a single tenant application.
Crowdsourced assets locationDigital Workplace work order location works in Smart IT.Digital Workplace work order location does not work in Smart IT.
Dashboard filtersPrivate Notes and Public Notes filters are available.Private Notes and Public Notes filters are not available.


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