This section contains information about enhancements in version 18.08 of Remedy IT Service Management Suite.
Ability to configure provider actions that can be triggered based on logical expressions
In Smart IT 2.0 and 18.05, specific user actions could trigger provider action. Starting with Smart IT 18.08, as a Smart IT administrator, you can configure provider action based on the logical conditions defined in an expression. If the information provided or modified by the Smart IT users meet the condition that you have defined in the configuration, the provider action is executed and the following message is displayed:
|Android / iOS application|
A new check box, Execute On, has been introduced in the Add/Remove Actions screen of Incident View so that a Smart IT administrator can define a logical expression while configuring a provider action. For more information, see Configuring provider action.
You can use the following functions when configuring provider action expressions: ISREQUIRED, ISREADONLY, ISHIDDEN, ONCHANGE. You can also use the existing expressions for configuring provider action. For more information, see Configuration details of expression.
Enhancements to BMC Cognitive Service Management feature for Smart Recorder and Mobile client
Starting with Smart IT 18.08, the BMC Cognitive Service Management is enhanced with the following features:
- When a service desk agent is creating a ticket in Smart Recorder, BMC Cognitive Service Management scans the description and auto-populates the relevant category.
- The BMC Cognitive Service Management feature is now available for mobile clients. The Recommendation option is now available for population of the categories.
- The following topics explain these features in detail:
New configuration parameters
In Smart IT 18.08, the following configuration parameters have been added:
|showRecomTicketsFromCustCompOnly||This configuration parameter drives the business logic for the recommended tickets in the incident profile and in the Smart Recorder screens. If the value is set to false, the recommended tickets are displayed from the customer company and the service provider type companies that are accessible to the logged in user. If the value is set to true, the recommended tickets are displayed from the customer company only. You can configure this parameter by using Centralized configuration.|
This configuration parameter enables you to use the BMC Cognitive Service Management feature for the following capabilities:
No: If you don't want the Cognitive service to populate the category and the user can manually select a category.
Show Recommendation: If you want the Recommendation option to be displayed for categories while creating a ticket.
Apply Automatically: If you want the Cognitive service to apply the relevant category automatically, while creating a ticket from Smart Recorder.
For more information, see Centralized configuration.
Enhancement in template text position
When you create an Incident or a Work Order by using a template, the text that you enter in the template is retained and the template description is appended to it. In versions earlier than 18.08, the texts used to appear in the same line after a space. The following image shows the modified template text position:
Enhancement in knowledge article to display Status and Version in search result
Knowledge article is enhanced to display the Status and the Version of a knowledge article in the knowledge search result. The Status and the Version of a Knowledge Article are displayed in the Global Knowledge search and in the Recommended Knowledge through Smart Recorder. This helps users to select the appropriate version of knowledge article from the search result. The following table shows the new fields:
Enhancement in knowledge article to display the title in wrapped texts
Prior to 18.08, if a Knowledge Article was longer than the one line displayed, it was not possible to see it without opening the actual article in preview mode. You can now view two lines. If you hover over an article, you get a tooltip showing the full title. This means that you don't have to open each record to read the full title. In Android and iOS Smart IT applications, the first three lines of a Knowledge Article are displayed.
What's changed in this release
Smart IT 18.08 has introduced the following significant changes in the product behavior:
|Enhancement||Product behavior in versions earlier than 18.08||Product behavior in version 18.08|
|BMC Cognitive Service Management||The useCognitive parameter was available for using cognitive service to populate categories.||
Remedy with Smart IT installer includes the Apply-Cognitive-For-Categorization parameter and performs the following:
|Smart IT Work Notes||There was a Smart IT performance issue if the Work Notes contained links.||Smart IT works properly if there are links in the Work Notes.|
|REST calls in Incidents||
While creating an incident, the Recommended Knowledge and the Recommended Tickets were not displayed on the screen as the following REST calls were failing:
|Both the REST calls are working properly and the Recommended Knowledge and the Recommended Tickets are working properly.|