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.

Setting up change management

As an administrator, perform the following tasks to set up change management:

Ensure that users have the minimum permissions needed to access change management functionality in Smart IT.Smart IT roles and permissions
Configure the change templates, task templates, and task group templates needed to implement change requests.Overview of ticket creation
Configure risk factor questions and derived risk factors.
If your organization requires custom fields to capture additional data in change requests, the administrator can add those fields to the change wizard.Adding custom fields to your views using Smart IT
(Optional) Configure the attachment criteria, and the supported file extensions in BMC Remedy ITSM, in the Attachment Security tab of the Server Information form.

For standard changes, consider creating a service request definition (SRD) that generates a change request automatically. This way, the change request can be initiated by submitting a service request through the Smart Recorder.

Creating a standard SRD

Set up authentication for change request approvers.Setting up authentication for change request approvers
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