This documentation supports the 19.02 version of Remedy with Smart IT.

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19.02 enhancements

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This section contains information about enhancements in version 19.02 of Remedy with Smart IT.




Related topics

Downloading the Smart IT installation files

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 19.02 enhancements

Remedy with Smart IT enhancements

The following sections provide information about the enhancements in the 19.02 release.


Ability to get the resources to resolve an incident ticket in a chat window

As a Smart IT user, by using certain keywords you can get the ticket details, similar ticket details, knowledge articles etc. in a chat window. For more information, see Chatting with other agents to resolve a ticket.

Ability to create a change request by copying information from an existing ticket

You can create a change request by copying information from an existing ticket. To do this, you can use the button of an existing change request ticket in the Universal Client, or click the Copy Change option in the iOS, and Android applications. For more information, see Creating a change request.

Ability to access Knowledge Console with Knowledge Viewer permission

From Smart IT 19.02, users with the Knowledge Viewer permission can search, view, share, follow, and unfollow knowledge articles in the Knowledge Console. This enables the users to learn more about Smart IT. However, users with the Knowledge Viewer permission cannot create, edit, and delete a knowledge article. You can add this permission in the CTM:People form of the Remedy IT Service Management. For detailed instructions on how to add permission, see Adding people information . For information on the Smart IT permissions, see Smart IT permissions.

Enhancements in Smart Recorder

Ability to create call log

In Smart IT 19.02, you can record the details that you capture during a call. In this way you will be able to continue to create a ticket even if the call is interrupted. A new Create Call Log button has been introduced in the Smart Recorder to record the details. You need to configure the enableSmartRecorderCallLog parameter to true in the Centralized configuration to get the Create Call Log button in the Smart Recorder screen. The captured details are recorded in the SMT:Smart Recorder Call Log form of the Remedy IT Service Management. For more information, see Creating call logs in Smart Recorder and Creating call log events for Smart Recorder.

Ability to restrict asset search

In Smart IT 19.02, as a Smart IT administrator, you can restrict the asset search by using the restrictAssetSearchToCustomer configuration parameter in the Centralized configuration. If you set the value of this configuration parameter to True, then when you search an asset in Smart Recorder the search results display only those assets that are related to the selected customer.

Ability to configure Smart IT for a simplified record search

In Smart IT 19.02, as an administrator, you can configure Smart IT so that your service desk agents can get the simplified record search capability in Smart Recorder. If you set the smartRecorderSearchByCompany configuration parameter to true in the Centralized configuration, and if your service desk agent has access to only one company, then #Company name is automatically displayed in Smart Recorder. In this case the service desk agents need not to select any company specific information, because only the information related to their company is displayed.

Ability to configure Smart IT to consider the primary contact of an asset as the default customer

In Smart IT 19.02, as a Smart IT administrator, you can configure Smart IT so that in the Smart Recorder, the primary contact of a selected asset is considered as the default customer. To do that, you need to set the value of the defaultCustomerToPrimaryContact, and the smartRecorderSearchByCompany configuration parameters to true in the Centralized configuration.

Ability to configure provider actions that can be triggered based on logical expressions

In Smart IT 18.08, as a Smart IT administrator, you can configure provider action based on the logical conditions defined in an expression only for Incident ticket. In Smart IT 19.02, this capability is also provided for Change, Work Order, and Task tickets. For more information, see Configuring provider action.

Enhancements in the Activity tab

Ability to configure the display of all public and non-public work logs of the Activity tab

In Smart IT 18.08, depending on your selection of the Public check box, the work logs appear in the Activity tab of the service request. Smart IT 19.02 enables you to configure the default setting of all public and non-public work logs. The socialWorklogAccessSetting parameter has been added in Centralized configuration to configure this setting. By default this parameter is set to false, and the work logs are set to non public. You can set the parameter to true to make all the work logs visible to all users of a service request.

Note

The Public and Private note filter are not available in the dashboard. This is removed due to the performance consideration.


Enhancements in the Activity tab and in the Dashboard

In Smart IT 19.02, when the status of a ticket is changed, the Status Reason is displayed both in the Activity tab and in the Dashboard. For more information, see Getting familiar with the Activity feed.

Enhancements in the search capability

Ability to disable search suggestion in the global search

In Smart IT 19.02, you can disable the search suggestion that appears when you type a text in the global search. To disable a search suggestion, set the disableTypeaheadInGlobalSearch parameter value to true in the Centralized configuration. For more information, see the description of the disableTypeaheadInGlobalSearch parameter in Centralized configuration topic.

Ability to configure the search query limit of a menu through Centralized configuration

As a Smart IT administrator, you can define the chunk size of a menu by using the Centralized configuration. While typing a search query, if there are more results available, a tooltip appears that prompts you to continue typing to refine your search. For this, you can configure the following configuration parameters: assignmentCompanyChunkSize, assignmentSupportGroupChunkSize, assignmentSupportOrganizationChunkSize, assignmentSupportPersonChunkSize, categoryChunkSize, locationSiteChunkSize, and menuChunkSize. For more information, see Centralized configuration.

Limitation

While creating a task from scratch by using a template, if you type %%% to search a task template or a task group template, the tooltip to continue typing for more refined search is only displayed if more than 100 templates are available in any of these two templates.

Ability to exclude global categories from the category search result

While creating or editing a ticket, if you search any Category, all categories including the global categories, and your company specific categories are displayed in the search result. From Smart IT 19.02, you can exclude the global categories from the category search result so that only the relevant categories related to the selected company are displayed. To enable this capability, in the Com:Company form of Remedy IT Service Management, a new field, Exclude Global Category, has been introduced under the Miscellaneous tab. You can select the value Yes from the drop down list of this field so that you can exclude the global categories from the search result in Smart IT. For more information on the Com:Company form, see Configuring vendor companies . If you cannot see the newly added field in the Com:Company form in Remedy IT Service Management, then open the form from the BMC Remedy Developer Studio, and after adding the field to view overlay, click Properties > Display > Visible and set the value to True. You also need to set the Disable Change Flag property value to False.

Ability to migrate company specific MongoDB data

In Smart IT 19.02, as a Smart IT administrator, when you upgrade to Smart IT 19.02 from 1.5.01, 1.6, or from 2.0, you can migrate data from MongoDB for a specific company. For more information, see Migrating social data from MongoDB to the AR System database.

Ability to set the landing page of the Universal Client (UC)

When you log in to Smart IT, by default the Dashboard appears after you enter your user credentials. In Smart IT 19.02, you can change the landing page as per your requirement. By using the landingPage configuration parameter in the Centralized configuration, you can set one of the following screens as your landing page:

  • Ticket Console
  • Asset Console
  • Knowledge Console
  • Smart Recorder

For more information on the landingPage configuration parameter, see Centralized configuration.

What else changed in this release

In this release, note the following significant changes in the product behavior:


UpdateProduct behavior in versions earlier than 19.02Product behavior in version 19.02
Ability to modify the Affected service field information while creating a ticket based on a template.While creating a Change, Incident, Work Order, and Release ticket based on a template, if you modify the Affected service field information, the modified information is not saved.While creating a Change, Incident, Work Order, and Release ticket based on a template, you can modify and save the Affected service field information.
Activity note while sharing a ticket through email.

While sharing a ticket through email, the Activity tab displays the following activity note:

<User> added a note

While sharing a ticket through email, the Activity tab displays the following activity note:

<User>sent an email to 1 recipient(s)

New configuration parameter: allowPersonSearchByNameOnlyThis configuration parameter is not present.This configuration parameter has been introduced to enable name based query in Smart Recorder. In the Centralized configuration, you can configure this parameter to true to enable search by firstname%lastname.
New configuration parameter:
enableInAppSurvey
This configuration parameter is not present.This configuration parameter has been introduced to enable enable InAppSurvey feature for Smart IT. For more information, see Centralized configuration.
New configuration parameter:
feedRefreshInterval
This configuration parameter is not present.This parameter has been introduced to configure the update feed refresh interval of the Dashboard. Based on its value, the Dashboard is synced up with the latest feeds. For more information, see Centralized configuration.
Creating Service Request on behalf of Customer by ContactWhile creating Service Request on behalf of Customer by Contact, the response time is high.

The following configuration parameters have been introduced to get a better system performance:

  • obo.enabled.for.all
  • obo.search.prefixWildcard
  • obo.search.transformSearchTermCase

For more information on these configuration parameters, see Centralized configuration.

Dashboard feed refresh interval

Dashboard feed refresh interval is not configurable, and it is set as 60 seconds.

You can configure dashboard feed refresh interval by using the timelineRefreshInterval configuration parameter. By default, it is set as 60 seconds. For more information, see Centralized configuration.

Customer Person ID field in non-English localeWhile customizing the screen in Smart IT for Infrastructure Change, the Customer Person ID field in non-English locale is not present.While customizing the screen in Smart IT for Infrastructure Change, the Customer Person ID field in non-English locale is present.
Sharing Service Request through emailYou cannot share Service Request through email.

You can share a Service Request by using the newly added option, Email this Service request.

Editing a Change RequestThe submitter of a Change Request with Change User permission can edit the Change Request after submitting it.The submitter of a Change Request with Change User permission cannot edit the Change Request after submitting it.
Refresh Server Cache button in Screen Configuration.This button is not present.

Refresh Server Cache button in Screen Configuration is present. This is used to clear the server cache.


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