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.

Overview of asset profiles in Smart IT

An asset profile shows you detailed information about an asset and provides links to other records so you can easily see and understand the connections among assets, people, and the help desk. From any asset profile, you can drill down into linked records to discover more specific information about those items and to explore their relationships. For example, if you are looking at an asset profile for a laptop, you can find the name and location of the owner. You can also find tickets linked to the laptop, such as incidents, change requests, and work orders. From any of those records, you can drill down to discover more information related to your line of inquiry.

Profiles for various assets are organized in a similar way; however, the details vary depending on the type of asset being described. This topic familiarizes you with the information available in an asset profile.

Information displayed in asset profiles

Section

Information provided

Overview

This section displays the name of the asset, the asset type and subtype, and the name of the associated company.

You can perform the following actions:

  • Edit the asset name, status, and company.
  • Share the asset profile.
  • Follow the asset to see important updates such as items related and unrelated to the asset, and changes to the status, owner, and location.
  • Add or edit the associated image.
  • Put the asset into Inventory (only applicable to some asset types).

Note: The Type and Subtype fields are read-only, and cannot be edited from the asset profile. To use a different type and subtype, you must create a new asset.

Details (varies depending on asset type)

This section provides more details about the asset, including the ID, description, manufacturer, installation or availability date, financials, and so on.

The information in this section depends upon the type of asset.

Activity

This list contains activities related to the asset, including includes tickets created for the asset, updates to asset information, and updates to asset ownership.

Crowdsourced assets include a link to BMC Digital Workplace, where you can access the full activity thread. Activity notes that you add in Smart IT for crowdsourced assets do not flow to the corresponding asset in BMC Digital Workplace. Also, for crowdsourced assets not associated with an item in BMC Atrium Configuration Management Database (BMC Atrium CMDB), the Activity feed is read-only. For additional information, see the Crowdsourced information section in this table.

The most recent activities are at the top of the list, and a filter is available to help you manage the information in the list. (For crowdsourced assets not associated with an item in BMC Atrium CMDB, this filter is unavailable.)

Primary contact

Prior to version 1.6, irrespective of the role of the primary contact, the person was tagged as the asset owner. Now the role you specify in the Role list is displayed on the asset profile.

When editing the asset profile, you can now specify the role of the primary contact of the asset, and then enter the person’s name. The primary contact can have one of the role specified in the Role list such as Managed by, Used by, Owned by, and so on. Irrespective of the role specified in Smart IT, in BMC Remedy ITSM, the person related with the asset is indicated as the primary contact of the asset.

Note that the roles specified in the People tab of the asset are secondary in nature, and are specified for further reference.

This section also provides information about the asset location. In the Asset Site - Region > Asset Site - Site Group > Asset Site fields you can specify the asset location. These are dependent and out-of-the-box fields. Based on the company you have specified, options under these site location fields are displayed.

Crowdsourced information

This section appears only for user-created assets in BMC Digital Workplace (see Crowdsourced assets). Basic information about an asset is shown, such as the asset owner, status, and location on a floor map. You can access complete information about the user-created asset from a link to BMC Digital Workplace. For more information about user-created assets in BMC Digital Workplace, see Finding places and assets (BMC Digital Workplace documentation).

Related Items,

Assets,

Contracts,

Outages tabs

These areas display information about the following items:

Notes:

  • Click or tap an item on a tab to open a detailed record for that item. For example, if you click an outage preview in the Outages tab, you see a detailed view of the outage.
  • Most tabs also have a link from which you can add a related item to the tab. For example, on the Related Items tab in the universal client, if you click Related Item, you can add other records to the profile.

People tab

This tab tracks the relationships between an asset and specific people, organizations, departments, and support groups. You can also relate the asset to a person, company, organization, department, or support group directly from the People tab.

Crowdsourced assets

Asset profiles can include information about BMC Remedy ITSM assets and BMC Digital Workplace assets. BMC Digital Workplace assets (or crowdsourced assets) appear in Related Items in incidents and work orders, and in related Configuration Items in change requests in Smart IT.

Relationships occur when users submit service requests from BMC Digital Workplace that are associated with user-created assets defined in BMC Digital Workplace. In such cases, fulfillment tickets automatically generated from the service request display the BMC Digital Workplace asset as a related item. Crowdsourced assets cannot be removed as related items from tickets in Smart IT. 

BMC Digital Workplace can be configured so that customers can update the status of user-created assets. Smart IT displays the asset status that the customer is reporting in BMC Digital Workplace, along with the location of the asset, on the same floor plan that customers see in BMC Digital Workplace. Additional information about crowdsourced assets shown in Smart IT includes the BMC Digital Workplace asset description, type, and location on a floor map.

A crowdsourced asset might also be related to a BMC Remedy ITSM asset, which is stored in BMC Atrium CMDB. In this case, the asset profile includes information from both the BMC Atrium CMDB asset record and the BMC Digital Workplace asset. Also in this case, the asset description comes from BMC Atrium CMDB. For crowdsourced assets that are not related to an item in BMC Atrium CMDB, only the BMC Digital Workplace asset information appears.

For more information about BMC Digital Workplace assets, see Finding places and assets in the BMC Digital Workplace documentation.

Note

Digital Workplace work order location does not work in Smart IT 18.05 and onwards versions.


Related topics

Creating and updating assets in Smart IT

Working with assets

Finding places and assets (BMC Digital Workplace documentation)

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