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.

Differences between Smart IT UC and mobile clients

BMC Remedy with Smart IT provides a web client, the universal client (UC) and is also supported on mobile devices. With some exceptions, functionality across both platforms is the same. This topic lists the procedures that are different for Smart IT universal client and mobile devices, or not available on mobile devices.

Feature differences

 Feature Universal client Mobile devices
Configuring notifications Email notifications Email notifications
Smart recorder search Search through people - by Name, Email, Login ID, Corporate ID with '@', Templates with '!'

First name, last name search only, email ID

Preset filters

Filters and column

Settings applied

Only filters section applied, cannot create preset
Managing your work in Smart IT consoles Available beside Login Name

Available from the main menu

Impact analysis (change requests) - Relating impacted services and CIs to a change request Relate multiple CIs

You can relate multiple CIs on "Take Action" of impact analysis

Collision detection (change requests) Collisions shown in interactive calendar Collisions shown in a list
Consoles - sort list of records Click column header

Tablets - tap column header

Phones - select menu

CI Explorer

Graphical or list display

List display only

Key Feature support

Feature Universal client Mobile devices
Ticket Console, Asset Console, Knowledge Console Supported Supported
Consoles - display list of records, filter records Supported Supported
Consoles - changing and ordering columns Supported Not supported
Bulk actions from ticket console Supported Not supported
Global Search Supported Supported
Updates feed (Dashboard) Supported Supported
Service delivery statistics (Dashboard) Supported

Not supported

Customer statistics (Customer profile) Supported Supported
Accessibility mode Supported Supported
KCS capabilities Supported


Attachments from cloud storage

Not supported

Knowledge templates - Creating Supported Not supported
Knowledge templates - Style editing Supported Not supported
Scan asset functions Not supported Supported
Screen configuration - adding custom fields Supported Not supported

Configuring actions, edit or delete actions

Supported Not supported
Smart Recorder Supported Supported
create broadcast, knowledge, change, problem, known error, asset Supported


Note:  For incident, work order and service request, user needs to use "Smart Recorder". Service Request can be created through template only.

Task management - adding tasks, changing the sequence Supported Supported
Creating assets Supported Supported
Approvals - change requests, knowledge articles Supported Supported
Chat options Supported Not supported
Email Supported Supported
Change calendar Supported Not supported
Following a ticket, asset Supported Supported
Creating a broadcast Supported Supported
Smart Reporting Supported Supported
Release Management Supported Partial functionality (Review, Approve, add Work Notes, relate other ITSM records such as Incidents, Changes, Knowledge, etc.)


Only a few features of Smart IT are listed in the above table.

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