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.

Managing your work in Smart IT consoles

Smart IT provides the list view of the following consoles to help you manage your work:

  • Ticket Console
  • Knowledge Console
  • Asset Console

Your ability to view each console (and items in the console) depends upon the specific permissions you have been granted to fulfill your role in the organization. For example, you must have the minimum permissions required for a Change Agent to view change requests in the Ticket Console.

Pull down refresh in the iOS, and Android application

You can use pull down refresh for all the consoles of both iOS, and Android versions of Smart IT application.

Each console displays a list of items (or records), such as tickets, knowledge articles, or assets. By filtering and sorting the list, you can locate items that match your criteria, such as open incidents assigned to your group. From the Ticket Console or Knowledge Console, you can also take a specific action on several items at the same time (bulk actions), such as changing the status or assignee. To view details of a ticket, article, or asset, click or tap the item in the list.

For more information, see the following topics:

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  1. Shekhar Raj

    Hi, there is no form called 'SHR:UnionOverview_MasterConsole' in new SmartIT 1808. Can you check which form has replaced it for SmartIT Ticket Console purpose and correct the instruction on this page?

    Is it - SMT:UnionSmartIT_TicketConsole?

    Jan 31, 2019 02:14
    1. Dhanya Menon

      Hello Shekhar,

      Thank you for your feedback. 

      We have updated this page to reflect the correct form name. 



      Mar 12, 2019 06:41