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.

Configuring actions in Smart IT

Actions are events triggered in Smart IT. These events can open a specified URL or URI or send a signal to the BMC Remedy IT Service Management server (Remedy ITSM server) to perform a specific activity, such as opening a Google search page with the search string specified in the accelerator, opening ticket details in BMC Remedy IT Service Management (BMC Remedy ITSM).

To configure actions, you must have the AR System administrator permissions. To run actions, you must have access to the ticket or item in Smart IT. Service desk agents can run these actions in Smart IT. When service desk agents work in Smart IT, actions provide them a quick access to different sources of information. For example, when resolving a ticket, they can refer to the information provided by defined actions and determine how to proceed.

Types of actions

Depending on where the actions are run, actions are categorized into the following types:

Action typeDescription
Provider actionsProvider actions are run in Smart IT and ITSM server. The event is triggered in Smart IT and processing is done at the backend. Smart IT sends the events to ITSM Server to do the necessary processing in ITSM workflow. For the details of configuring provider actions, see Configuring Provider Action.
Client-side URL action

Client-side URL/URI actions are run on the client's browser window. At run time, the value in the accelerator is taken from the ticket (for example, [desc] for the Incident description) and displayed in the URL.

Asset action

Asset actions are specific only to the Asset view and are run in Smart IT. Asset Actions are useful when users perform a specific task repeatedly against assets, which result the update in several data attributes and asset relationships. Based on the user inputs selected when configuring asset actions, the selected type and subtypes of assets are updated or a relation is created between an asset and another asset or person. For information about asset actions, see Configuring asset actions.

Notes

  • When you configure a Client-side URL/URI action for the Asset View, out-of-the-box and generic customized fields are displayed in the accelerator list. Asset type-specific customized fields are not displayed in the accelerator list because the Client-side URL/URI action is a generic action, and not specific to any asset type or asset class. 
  • If the URL consists of %20, then for security reasons, the system replaces it with '+'. For example,

    http://<Mid tier server name>:<port number>/arsys/forms/<ITSM server name>/SHR%3ALandingConsole/Default%20Administrator%20View
    is encoded and placed as:
    http://<Mid tier server name>:<port number>/arsys/forms/<ITSM server name>/SHR:LandingConsole/Default+Administrator+View

    URLs with '+' as first character in the form name are not supported in BMC Remedy ITSM, and therefore, they are not loaded. However, forms that have '+' within the URL, are properly loaded. When adding URLs, you must validate the URL to avoid security flaws. It is recommended that you follow OWASP Enterprise Security API (ESAPI) standards to validate URLs.

Supported platforms and Smart IT views

Smart IT is supported on the Universal Client (UC), and Google Android and Apple iOS mobile platforms. The following table compares the options available for the UC and mobile platforms.


Smart IT options


UC
Mobile

Google Android

Apple iOS
Create, edit or delete actions(tick)(error)(error)
Run actions(tick)(tick)(tick)

You can configure actions for the following views that Smart IT supports: Incident, Work Order, Task, Person Profile, Change, Problem Investigation, Known Error, and Asset. You can configure actions separately for each view in Smart IT or configure global actions for all Smart IT views. Global actions are common to all views in Smart IT and support only Client-side URL/URI actions.

Common options when configuring actions

When configuring actions, there are common options that you must specify. Click the pointer on the following graphic to understand the options. The screens in the following graphic refer to the earlier version of Smart IT but the functionalities are applicable for the latest version also.

The information given in the interactive graphic is also available in this table:

OptionDescription
Alphabetical order/Custom orderYou can specify the order of actions displayed in the More list. By default, actions are set in alphabetical order. You can select the Custom Order option to reorder actions.
Action TypeDepending on the action you want to configure, select an action type. Client-side URL is selected by default.
Supported platformsYou can run actions on both the desktop and mobile platforms.
URL/URI

If you select Client-side URL, enter a URL/URl and select the relevant accelerators. If you select Provider Action, enter an Action ID.

Note

Smart IT does not accept the following special characters in the Client-side URL: @, ^, ~, |, ! 

Open BehaviorYou can open the action in a new browser window or the same browser window. The New Browser Window option is selected by default.
Default label

You must provide a default label for the action. The label that you specify is displayed on the More list for the action you configured.

Localization label

When you configure actions, you can localize action labels in the languages supported by Smart IT. If the locale language configured in the service desk agent's OS or browser does not match with the localized label, the action is displayed in the default language.

For example, you configure an action and specify the label text with English as the default label and French as the localized label. If the locale language configured in the service desk agent's OS or browser is French, they will see the action label in French. If the locale language configured in their OS or browser is not French, they will see the action in the default English language.

Apply to Asset TypesSelect the asset type and subtype from the Apply to Asset Types list.
Edit or delete an action

At any time, you can edit or delete actions from the UC platform.

  • To edit an action, click the Add/Remove Actions option for the specific Smart IT view, open the action that you want to edit, make the necessary changes, and save the action.
  • To delete an action, click the Delete option of the specific action, and confirm your deletion.

Note

you cannot delete a provider action template if it has an associated provider action.


Configuring a provider action

Provider actions are run in Smart IT and ITSM server. The event is triggered in Smart IT and processing is done at the backend. Smart IT sends the events to ITSM Server to do the necessary processing in ITSM workflow. For more information, see Configuring Provider Action in Smart IT.


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