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 service management

In Smart IT, service agents can view service requests submitted by end users. Service agents can also submit service requests on behalf of end users. Catalog administrators and service managers can create the service catalog in BMC Digital Workplace Catalog or in BMC Service Request Management.

To create a service catalog in BMC Digital Workplace Catalog

If you are licensed for BMC Digital Workplace Advanced, a catalog administrator can create a service catalog in BMC Digital Workplace. In BMC Digital Workplace Catalog, a catalog administrator can import services from connected third-party external systems as described in Importing service catalog items . The catalog administrator can also build services directly in BMC Digital Workplace Catalog, as described in Adding and updating services .

Supported service functionality from BMC Service Request Management

Smart IT supports the BMC Service Request Management functionality shown in the following table.

FunctionalitySmart IT supportBMC Service Request Management reference
SRD typesStandard SRDs only

Creating a standard SRD

Advanced interface forms (AIFs)Universal client only

Creating and using Advanced Interface Forms

Actions—Open Form actions, Answer Question actionsNot supportedNot applicable
SRD access—entitlement rules, on-behalf-of rulesSupported

Configuring entitlement

Request approvalsSupported

Setting approvals for a service request

Show/Hide Fields optionsPartial support, as indicated in SRD fields that can be shown or hidden in Smart IT

Creating services


SRD fields that can be shown or hidden in Smart IT

Smart IT supports Show/Hide Fields options for SRDs as shown in the following table.

Smart IT fieldDoes the Show/Hide Fields option apply in Smart IT?Appears inComments
Turnaround timeYes

Template preview in Smart Recorder

This field also appears in request details in BMC Service Request Management.
PriceYesTemplate preview in Smart Recorder, request draft, request detailsNone
QuantityYesRequest draft, request detailsNone
Expected Completion DateYesRequest draft, request detailsThis field is called Expected Completion in BMC Service Request Management.
Required DateYesRequest draft, request detailsThis field is called Date Required in BMC Service Request Management.
InstructionsYesRequest draftThis field shows the instructions for the SRD. Instructions associated with questions are always shown.
PhoneNoRequest draft, request detailsNone
EmailNoRequest draft, request detailsNone
Request CoordinatorNoRequest detailsThis field is called Service Coordinator in BMC Service Request Management.
ApprovalsNoRequest detailsNone
Fulfillment ProcessNoRequest detailsThis field is called End User Process View in BMC Service Request Management.
AttachmentNoRequest details (see Comments)There is no configurable Attachment field in Smart IT. You can add attachments to the Activity Notes after the request is submitted.

Login ID requirements for service requests in Smart IT

If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID.

Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available service request templates for that person.

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