Centralized configuration
Configuration data is stored in the centralized configuration forms. Centralized configuration not only simplifies the management of configuration data but also simplifies the sharing of configuration settings across the server group.
You can set local and global level configurations for the components under Centralized Configuration. Global level configurations are defined for all servers in a server group. Local level configurations are defined for an individual server. Any configuration in the centralized configuration that is specified under the Component Type> Component Name field as " com.bmc.arsys.smartit>*" is a global level configuration and is applicable to all servers in the server group.
For more information about local and global level configurations, see
Managing AR Server Group components by setting global-level and local-level configurations
.
The configuration parameters are available in the Centralized configuration. Perform the following steps to view or change the configuration settings:
- In a browser, enter the following URL address:
http://<midTierServerInstallDir>/arsys/forms/<serverName> - Log in.
- Select Remedy Management Console > AR System Server Group Console > Server Group Configuration.
You can migrate your existing data from the previous versions of Smart IT to Smart IT 2.0 and onward versions using the migration utility. For more information, see Migrating Smart IT customization and configuration.
Configuring search
You can configure the number of assets that are displayed in the search result when the service desk agents search for assets on the Smart Recorder. To do so, configure the following parameter:
| Parameter | assetSearchQueryLimit |
| Parameter value | Minimum - 4 Maximum - 20 |
| Description | By default, 4 assets are displayed. If you specify a number greater than 20 or smaller than 4, then the system defaults to 4 assets. If the available result is less than 4, then only the valid available result is displayed. |
Configuring global search to skip wildcard
You can configure the global search to skip the use of wildcard % at the beginning of the search value.
| Parameter | skipWildcardInGlobalSearch |
| Parameter value | Default - True |
| Description | If the parameter is set to true, then the wildcard search by adding % at the beginning of the search value is not supported. If you enter % at the beginning of the search value, the system automatically removes the % and displays the search result according to the value that you entered. This avoids generating long-running searches, reduces the time required to display the search result, and provides good user experience. For example, if you enter %mail then the system automatically removes % and displays the result for the keyword mail. If you set the parameter to false, the system displays the search result with the % wildcard. For example, you enter %mail in the search box. The system displays the search result with any text that has the text mail in it such as, email and gmail. You must note that you can add wildcard in the middle or end of the search key word. For example, you enter Email ser% is down. the system displays result that has words such as server, service, and so on. If you enter Email %vice is down in the search box. The system displays results that has words such as service, device, and so on. |
Configuring search based on first name, and last name in Smart Recorder
You can configure the parameter to search for people by using their last name first name along with first name last name.
| Parameter | reversefirstNameLastName |
| Parameter value | Default - False |
| Description | This parameter is used for searching with last name first name along with first name last name. By default value is False. You can change it to True if you want to search with lastname firstname. True will add additional clause in the query to search by lastname firstname along with the firstname lastname. |
Configuring Smart Recorder search by company
You can specify the parameter to enable the service desk agents to search for assets and people on the basis of the #company accelerator when creating tickets in Smart Recorder.
| Parameter | smartRecorderSearchByCompany |
| Parameter value | Default - False |
| Description | If the parameter is set to True, when creating tickets in Smart Recorder the service desk agents can search for assets and people on the basis of the #company accelerator. If the parameter is set to False, when creating tickets in Smart Recorder people and asset is searched in context of the company to which the logged in service desk agent has access. For details see, How the Smart Recorder search works. |
Disabling Service Request Definition (SRD) with Action
You can disable features and modules that are not needed for your business. To disable Service Request Definition (SRD) with Action, configure the following parameters:
| Parameter | disableSRDsWithActions |
| Parameter value | Default - True |
| Description | This parameter is not available as an out-of-the-box parameter in Smart IT. You can configure it in the CCS. Smart IT does not support Service Request Definition (SRD) with Action. If you specify the value of this parameter to True, the system disables the display of SRDs that use actions so such SRDs are not displayed in the Smart Recorder. If you specify the value of this parameter to False, the system enables the display of SRDs that use actions. Because Smart IT does not support SRD that use actions, the actions will not be available for such SRDs in Smart IT. |
Disabling collision management
You can disable collision management by using the following configuration property:
| Parameter | disableCollisionManagement |
| Parameter value | Default - False |
| Description | The parameter applies to the Change Coordinator/Manager persona. It is used to determine if the user can manage the collision status of change requests that are in collision (when two change requests have one or more of the same related Configuration Items (CIs), and have overlapping scheduled dates). When the parameter is changed to True, the collision management capabilities are disabled for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in Smart IT. |
Disabling impact analysis
You can disable impact analysis by using the following configuration property:
| Parameter | disableImpactAnalysis |
| Parameter value | Default - False |
| Description | Applies to the Change Coordinator/Manager persona. Used to determine if the user can analyze the impact of a Change Request and act on those impacts. An Impact Analysis can be run and analyzed to determine which Configuration Items (CIs) are impacted by the change and those impacted CIs can be related to the Change Request. A value of true will disable the Impact Analysis capabilities for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in Smart IT. |
Saving knowledge article PDFs
IT agents can share knowledge artilces with customers and internal team. The system converts the articles as PDF files. As an administrator, on the CCS you must confire the temporary path to save the PDF file.
| Parameter | filePathToSaveTempKnowledgeArticleFile |
| Parameter value | JAVA_TMP_FILE_LOCATION |
| Description | This parameter allows you to configure the Java temp location. The temporary PDF files of knowledge articles are stored at this location. The PDFs are then emailed to customers. To send a knowledge article, you need Read/Write permissions to the folder that maintains the temporary PDF files generated during PDF conversion at the Smart IT server. The default path is Java temp location. You must either provide permission to the folder, or configure the location by using this parameter. The administrator must periodically clean this folder. |
Configuration parameters available in the global settings ( * )
| Configuration parameters | Default value | Description |
|---|---|---|
| assignmentSupportOrganization ChunkSize | 80 | Based on this parameter value, the information in the Support Organization field in the Update Assignment dialog box are populated. |
| affectedServiceRelation | false | To display the Affected Service and Affected Asset information of an incident in the Related Items, set the value true. |
| dateTimeStyleProperty | relative | For mobile devices, the date and time format depends on the settings specified in the device. For universal client, the date and time is displayed based on the date and time format of the browser locale. By default, Smart IT supports date in English locale, and follows the US date format, mmm dd, yyyy and 12 hour time format. For more information, see Date and time display format. |
| assignmentCompanyChunkSize | 80 | Based on this parameter value, the information in the Support Company field in the Update Assignment dialog box are populated. |
| assignmentSupport GroupChunkSize | 80 | Based on this parameter value, the information in the Support Group field in the Update Assignment dialog box are populated. |
| assignmentSupport PersonChunkSize | 80 | Based on this parameter value, the information in the Update Assignment dialog box are populated. |
| CustomizationTypeaheadLength | 3 | Based on this parameter, Smart IT starts searching for information for the fields. For example, on Smart Recorder, the searching for information starts after typing 3 characters as the default value is set 3 for this parameter. This configuration parameter is used only for the custom fields that are added through the screen configuration. |
| showNameInSmartRecorder CreateTicket | true | (Default value) true—Customer name and contact name are included in the description, and in the customer and contact fields of the ticket. The functionality works as follows: >If you create a custom ticket, the customer and contact names appear in the title and description when you save the ticket. >If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names appear in the description when you save the ticket. false—Customer name and contact name are excluded from the title and description. In this case, although the names do not appear in the title and description, they are added to the customer and contact fields of the ticket. Also, if you delete the ticket summary text, the customer name and contact names continue to remain selected in the customer and contact fields. The functionality works as follows: >If you create a custom ticket, the customer name and contact name do not appear in the title or description when you save the ticket. >If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names do not appear in the title or description, when you save the ticket. For more information, see Configuring Smart Recorder to exclude customer and contact names from ticket title and description. |
| maxAllowedCiSearch | 0 | Based on this parameter the CI search is done while relating a CI to a change request. |
| templateSearchBy AuthoringGroup | false | Using this property, instead of going through a long list of templates, you can select the appropriate template quickly from the filtered list of templates that belong to your support group. |
| kaAutoSave ExpirationTime | 3600 | Decide on the expiration time of auto-saved article. If the copy exists for the time greater than 3600 seconds or 1 hr then this copy is skipped. It is latter cleaned by spring cron task. |
| crossSectionStorage | false | This is used for content Attachment of Knowledge Article. Smart IT has limitations for each knowledge section. |
| useOperatingCompany | false | This parameter defines which Business Services are presented in the 'Affected Service' field in Smart IT. For more information see #KA000081458. |
| ciRelationThreadCount | 10 | This parameter defines the minimum number of threads to Create CI relationship with Change. |
| reportingServerURL | This is the URL on which the URL reports, for example, http://clm-pun-xx-xxx:8181/reporting. | |
| reportingServerAdmin | siadmin | This is the admin user for reporting which BMC provides while Smart IT installation. |
| reportingServerPassword | siadmin | This is the password for reporting admin which BMC provides during reporting installation. |
| reportingServer CustomerName | bmc | This is the customer name that BMC provides duing onboarding process. |
| ccServerHost | host name of the OS server | This is the host name where the AR is located. This helps the reporting configuration to get in the AR System Generic UI form. This helps to access the specific AR System Generic UI form. |
| ccServerUser | Demo | This is the username to authenticate the AR server. |
| ccServerPassword | Demo or balnk | This is the password to authenticate the AR server. |
| ccServerPort | 0 or 46262 | Port on which the mentioned AR is working. |
| ccServerClusterid | The Custer ID is populated here if the AR is in cluster. | |
isExclude_TAG_and_CI_ID | false | While creating tickets user can select affected assets and affected business services. Search is performed on the Product name, CI name, Serial number, TAG, and CI ID. This parameter controls the search of asset or service in TAG and CI ID fields. If the parameter is set as true, the search is not done on TAG and CI ID fields. |
| assetActionMaxThreadCount | 10 | The minimum number of threads to execute the Asset Actions are defined in this parameter. |
| cacheTimeoutAsset | 30 | This parameter is used for asset specific cache. |
| useLeadingSearchForAsset | true | This parameter is used to control the way of searching Assets, for example, use leading search or search in between. |
| isHotfixApplied_ ForPersonIdPermission | false | This configuration parameter is set to true if ITSM hotfix for SW00504070 is applied. If it is not applied (false) the person Id is not populated while creating person record. ITSM 9.1.01 onwards, the version is checked and the field is populated without checking configuration. |
| BCMApiVersion | /api/1 | This parameter defines the API version of BCM. |
| BCMLanguages | en_US:American; de:Deutsch; es:Espanol; fr_FR:Francais; it:American; ja:American; ko:American; pt_BR:Brasilerio; ru:American; zh_CN:American; iw_IL:American" Note: This is a continuous line. | This parameters defines the languates that are used in BCM. |
| BCMServerUrl | URL for BCM to which it is redirected when it is called from its integrated application. | |
| MaxLimitRelationships | 500 | Maximum limit of relating items to the ticket are defined in this parameter. This configuration parameter is applied to display the Relations in the UI. This parameter is not applied when you select or add the relations. If you add more relation, you can only view the number of relations defined in this configuration parameter. |
| affectedCISearch ByAssetPeopleRelation | false | Assets and services that are affected due to the reported incident, or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident. Example: Nancy, a service desk agent creates an incident ticket for the issue reported by Allen Allbrook, a customer. Allen belongs to Company A. Allen uses these assets and services: Asset1 and Business service1 belong to Company B; and Asset2 and Business service2 belong to Company A.
For more information, see Enabling affected assets and affected services for incident. |
| disabledSmartITApplications | none | This configuration parameter is used to disable specific Smart IT applications. For more information, see Disabling application modules in Smart IT. |
| isCKEditorSourceEditable | false | While configuring source editing for knowledge articles, if you want to enable source editing (not recommended), you must open the isCKEditorSourceEditable property and change its value from false to true. For more information, see Configuring affected assets and affected services on incident. |
| outageChangeManager Assignment | false | Smart IT assigns the outage to the change manager if this parameter is set to true. |
| smartItCsp_connect-src_0 | 'self' | Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT. |
| smartItCsp_object-src_0 | 'self' blob: | Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT. |
| smartItCsp_script-src_0 | 'self' 'unsafe-eval' 'unsafe-inline' | Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT. |
| locationSiteChunkSize | 40 | This parameter defines the site information size that is displayed in the Site related fields. |
| useSupportCompForStats | false | To generate the Dashboard Statistics (Backlog, Open tickets and KPI’s) based on the Consulting Support Company, set the value to true. By default the value is set to false and the Dashboard Statistics are generated based on the Customer/Contact/Support Group. |
| useCognitive | false | To use the cognitive service set useCognitive value to true in the AR System Configuration Generic UI form's Component List. |
| googleMapsApiKey | To enable the Google Maps license, enter the API key. For more information see Enabling maps in Smart IT. Note: From Smart IT 1805, you have to apply license for google. | |
| googleMapsApiClientId | To enable the Google Maps license, enter the license key. For more information see Enabling maps in Smart IT. Note: From Smart IT 1805, you have to apply license for google. | |
| googleMapsClientEncryptionKey | (Optional) Your welcome letter from Google includes a cryptographic signing key, which you can use to generate unique signatures for your web service requests. For more information see Enabling maps in Smart IT. Note: From Smart IT 1805, you have to apply license for google. | |
| sessionCookiePersistenceEnabled | false | Set sessionCookiePersistenceEnabled to true in order for mobile clients to store SSO session cookies between application restarts. Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade. |
| arlicense.timeout.in.seconds [30 -300] | 60 | When a user logs in to Smart IT, a license is allocated and if the user logs out, the license is released. But If a user directly closes browser, Smart IT waits for some time (as configured in the arlicense.timeout.in.seconds configuration parameter) and then the license is released. You can set the value between 30 seconds and 300 seconds in this configuration parameter. This configuration parameters automatically sets 30 seconds if you set any value less than 30 seconds. You can check Smart IT logs to see the arlicense timeout. Notes:
|
| com.bmc.bsm.myit.service. assistance.NotificationPoller. DELAY | 0 | Notify users about approvals Interval in minutes. Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade. |
| com.bmc.bsm.myit.service. assistance.NotificationPoller. PERIOD | 300000 | Notifiy users about approvals delay in minutes. Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade. |
| NotificationPoller.ENABLED | true | Enable/Disable Notify users about approvals. Note: This configuration parameter is transferred to the local settings in case of Smart IT upgrade. |
| smartit.url | SmarITServer:Port | This will be populated from installer by default to the servername:port. Incase of load balancer user will have to configure the loadbalancer url here. This is for the SHR:KeyStore form is not used anymore and we will pickup crosslaunch for SmartIT from Email notification from CCS henceforth. |
| smartit.apppath | smartit/app | Application path URL for smartit this is shipped from installer value is smartit/app |
| X-FRAME-OPTIONS | DENY | This configuration parameter is used to prevent the Cross-Frame Scripting (XFS) through iFrame. The XFS is an attack that combines malicious JavaScript with an iframe that loads a legitimate page to steal information from an unsuspecting user. This attack becomes successful when it is combined with social engineering. In the web.xml of Mid-Tier, you can set the value to SAMEORIGIN, which only allows the current site to frame the content. If you set ALLOW-FROM uri, it will allow the specified uri to frame the page. You need to restart the Mid-Tier services after modifying this value. For more information, see BMC Remedy Action Request System 18.05,
18.05 enhancements
|
| chat.server.admin.login | admin | Chat server admin login user name. |
| chat.server.admin.password | Chat server admin password | |
| chat.server.cm.host | localhost | Chat server host name |
| chat.server.client.port | 5222 | Chat Server Client Port |
| chat.server.groupChatService | conference | Group chat service enabled or not |
| chat.server.admin.pool.size | 6 | Chat service connection pool size, set to 6 optimal. |
| chat.server.boshUrl | Bosh URL to connect to Openfire service. It must be <hostname:binport>/http-bind. | |
| chat.server.domain | Domain name that is given in Openfire server admin console server settings. | |
com.bmc.bsm.myitsm.service. | 120000 | Suggested words search incremental indexing interval in miliseconds |
| com.bmc.bsm.myitsm.service. search.index. ISuggestedSearchWriter Service.updateAll.DELAY | 120000 | Suggested words search incremental indexing delay in miliseconds |
| com.bmc.bsm.myitsm.service. search.index.ISuggested SearchWriterService. indexAll.PERIOD | 29120000 | suggested words search full indexing period |
| com.bmc.bsm.myitsm.service. search.index.ISuggested SearchWriterService. indexAll.DELAY | 0 | Suggested words search full indexing delay |
| com.bmc.bsm.myitsm.service. knowledge.deleteExpired KASaves.PERIOD | 86400000 | Knowledge Article drafts/Expired clean task Interval |
com.bmc.bsm.myitsm.service. | 120000 | Knowledge Article drafts/Expired clean task Delay |
| com.bmc.bsm.myitsm. service.assistance.Push Notification.DELAY | 120000 | Notify mobile users about Smart IT events delay in ms |
| com.bmc.bsm.myitsm.service. assistance.PushNotification. PERIOD | 120000 | Notify Mobile users about Smart IT interval in ms |
| com.bmc.bsm.myitsm.service. assistance.ImpactAnalysis. DELAY | 60000 | Impact analysis processing delay in ms |
| com.bmc.bsm.myitsm.service. assistance.ImpactAnalysis. PERIOD | 60000 | Impact analysis interval in ms. |
| explicitStatsRefresh | false | This configuration parameter is used to control the ticket console statistics behavior. By default the parameter value is set to false, and the ticket console statistics call is implicitly executed at the time of console refresh. If you set the value to true, the statistics call is not implicitly executed and a new button is displayed that allows you to refresh the statistics. |
| templateSearchByAuthoringGroup | false | To filter templates on the basis of the support group accessible to you, the administrator must specify the settings. By default, the templateSearchByAuthoringGroup property is set to false, and therefore, templates are filtered on the basis of company accessible to you. When this property is changed to true, incident, change and release templates are filtered on the basis of support group accessible to you. For more information, see Creating and modifying ticket templates. |
| UseLeadingSearchForPerson | true | This configuration parameter is used to decide wildcard(%) that is to be appended to people search text. |
| enableSbeIntegration | false | This configuration parameter is used to enable the integration of Smart IT with BMC Digital Workplace Catalog. Set the enableSbeIntegration parameter to true to enable the integration. |
mapApi | You can configure Google Map by using this configuration parameter and keeping the value as google. |
Configuration parameters available in the local settings
In case of Smart IT upgrade, the local settings configuration parameters reflect the values as per user's existing connect.properties files. The following configuration parameters are available in the local settings of the Smart IT server:
| Configuration parameters | Default values | Description |
|---|---|---|
| logback.configuration | Click here: | Logging configuration for Smart IT. |
Configuration parameters available in SHARE:Application_Properties
| Configuration parameters | Default values | Description |
|---|---|---|
| Name | Smart_IT_MyIT_Patch | The current version name of Smart IT. The default value is taken while installing Smart IT. |
| Version | The current version of Smart IT. The default value is taken while installing Smart IT. |
Comments
It's not clear how to find the setting "reportingServerPassword ".
Can someone tell us which "Work On Component Type" to select in order to find the setting? Selecting Component Type = arsystem.bmc.arsys.midtier, I do see "Yellowfin Admin pwd" setting but not sure if that is the same one.
- Plus all the Yellowfin settings are blank.
Hello Jose,
Thank you for your query.
I am checking with our SME and will get back to you soon.
Thanks,
Dhanya Menon
Hello Jose,
Thanks for your comment.
The exact component type where the reportingServerPassword configuration parameter is available is: com.bmc.arsys.smartit. We have also updated this topic.
Regards,
Nilay Agambagis
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