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.

Planning a partial implementation of Smart IT


You can disable or enable application modules in Smart IT based on your organization's requirement. For example, you can disable Service Request Management if your organization does not use it. Known Error is a sub-set of Problem Investigation. In order to disable Known Error, you must disable Problem Investigation.

You can disable or enable the following application modules in Smart IT:

  • Service Request
  • Work Order
  • Change Request
  • Problem Investigation
  • Known Error
  • Release Request

You cannot disable the following application modules:

  • Incident
  • Assets
  • Knowledge

You cannot disable or enable the following application modules, as these are not individual entities:

  • Task
  • Activity
  • Broadcasts

You can disable application modules for a specific tenant instance, or for the default tenant if multitenancy is not enabled. You can re-enable an application if you choose to begin using it at another time. Disabling an application in Smart IT does not affect the application in BMC Remedy IT Service Management (BMC Remedy ITSM).

How does the UI change when an application is disabled?

When you disable an application in Smart IT, the following areas are affected:

  • Create and edit tickets—Users cannot create or update tickets for the application
  • Ticket Console—Tickets and related filters for the application do not appear in the Ticket Console
  • Global search—Tickets for the application do not appear in global search results

In addition, when you disable Change Management in Smart IT, the following functional areas are disabled:

  • Collision management, including the change calendar
  • Impact analysis

These UI changes take effect the next time users log in to Smart IT.

What about related tickets, updates, and notifications?

Tickets that belong to a disabled application continue to appear in the following areas of the UI:

  • Related Items in ticket details—For example, if Change Management is disabled, a change request that is related to an incident can still appear as a Related Item in incident details.
  • Updates feed—For example, if Work Order Management is disabled and a user is assigned to a work order, the user receives updates about the work order.

 Users also continue to receive notifications from the application. If you try to open a ticket for a disabled applicationfor example, from Related Items or UpdatesSmart IT displays an error message.

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