This documentation supports the 18.08 version of Remedy with Smart IT.

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

Getting familiar with the Activity feed

Activity feeds are the record of updates made to any ticket, asset, or knowledge article in Smart IT. The activity feed displays the type of activity that was performed, the name of the user who made the update, and the time when the update is done. Every ticket and resource has its own activity feed. You can access activity feeds on the Universal Client (UC), Apple iOS, and Google Android devices. 

Activity feeds provide a quick view of all that has been done to tickets and resources. You can track how the ticket progressed, and also add your notes to it. 

In the Activity tab, the system updates you about the events or activities that have happened to a ticket. There are two types of events—system generated and user generated. Some of the system generated events are:

  • Ticket creation feed
  • Status updates made to the ticket
  • SLA alerts
  • Changes in ticket assignment
  • Priority updates
  • Approval/rejection/on hold updates

Some of the user generated events are:

  • A note added to the ticket
  • Email sent from the ticket

By default, all the feeds are displayed in the relative date and time display format such as 6 hours ago, 3 days ago, and so on. In BMC Remedy ITSM, on the Centralized configuration, the administrator can specify Absolute value for the property dateTimeStyleProperty to display the date and time in the absolute format such as Sep 15, 2016 6:00 PM.

Note that the browser spell check is by default enabled for the activity notes. Thus, incorrect spelling are brought to your notice, and you can easily rectify them. To enter notes in foreign language, in your browser you must enable the dictionary for the foreign language. If you don’t enable the dictionary, the system considers the words in foreign language as incorrect spelling.

On the Smart IT Dashboard, you can access the Updates feed. The system provides you details of events that have happened to tickets and resources you are related with, or are assigned to you, or followed by you. If we compare updates feed with activity feed, activity feeds are specific to tickets and resources, whereas update feeds are specific to the user. You can search Activity on the Dashboard by the contents of the tickets.

Activity feed when name is updated

If you update the logged in user's name in the CTM:People form or in the My Profile option of Smart IT, the updated name is reflected in the following activity feeds:

Status change, Priority change, Assignment change, adding a note.

UI changes in the Activity feed after a upgrade

When you upgrade from a previous version of Smart IT to version 18.08, certain UI changes are visible on the Activity feed for the existing objects in AR System that are not migrated. The following table lists the differences in the Activity feed post upgrade:

Before upgradeAfter upgrade
For all ticket types (except Knowledge, Service Request)

Worklog with image attachments

Worklog with doc attachments

Asset

Migrated because this object does not already exist.

Migrated because this object does not already exist.

Migrated because this object does not already exist.

Migrated because this object does not already exist.


Note

  • If you add text more than 2000 characters, in the activity tab, the html link or @mention is displayed as plain text.
  • When you reply to an email notification that has embedded url, the url is displayed on the activity tab of the Smart IT because of the removal of MongoDB.
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