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

To view the latest version, select the version from the Product version menu.

Accessing Smart IT

After a system administrator installs and configures Smart IT, users with specific a Smart IT role and necessary permissions can access and use Smart IT.

Before you begin

To use Smart IT on your mobile devices (Apple iOS and Google Android) and the universal client (UC)—that is, the desktop—you must have the Smart IT user name and password.

The system administrator must provide the following information:

  • (Universal client) Smart IT URL, for example, http://<hostName:port>/smartit/
  • (Mobile devices)
    • Mobile apps
    • Host name, which is the Fully Qualified Domain Name (FQDN)
    • Port number

To login to Smart IT for the first time from mobile devices

  1. Tap the Smart IT icon on your device.
  2. Enter the host name and port number.
  3. Tap Connect.
  4. Enter your Smart IT user name and password. 
  5. Tap Log In.
    The Updates feed screen is displayed.

You must again log in to Smart IT, in the following scenarios:

  • You log out of the Smart IT session.
  • Due to the network issue, Smart IT application is disconnected. In this case, you must enter your host name and port number and then log in.

To log into Smart IT for the first time from the universal client

  1. On a web browser, open the Smart IT URL.
  2. Enter your Smart IT user name and password.

  3. (Optional) To use Smart IT with a screen reader, select Use Accessibility Mode. For more information, see Enabling accessibility in Smart IT.
  4. Click Log In.
    The Dashboard window is displayed.

Note

Smart IT does not support username with double quotation mark ( " ).

Data storage on mobile devices

Smart IT on iOS and Android stores the application data, user credentials, and user preferences on persistence storage. The following table describes the information that is stored by iOS and Android:


Apple iOS

Google Android

Application data
  • Last viewed ticket details to support minimal offline viewing
  • Metadata such as localization and customization settings
  • Metadata used for localization and customization support. Android does not store or cache any data for offline support.
User credentials Credentials stored in the iOS keychain to enable user to log after in the session timeout (non-SSO case)

Stores the host, port, and user name entered by the user. In case of SSO, the system persists cookies as well.

User preferencesIncludes data such as the last filter that was applied on the Ticket Console.
All data deleted when...
  • The user logs out of Smart IT.
  • The Smart IT application is deleted from the device.
  • The user logs out of Smart IT.
  • The Smart IT application is uninstalled from the device.


Note

You can access Smart IT application from your Android mobile phone even if you don't have active Google Play service. Only Google Maps and Push notifications can't work without active Google Play service.

Releasing floating licenses to a license pool

A floating license is automatically released back to the pool of available licenses in the following conditions:

  • A user logs out of the client.
  • A user closes all the client sessions running on the system.
  • A user does not perform any action

For more information on the Releasing floating licenses to a license pool, see  Releasing floating licenses to a license pool in the BMC Remedy Action Request System documentation.

Where to go from here

 If you are...Refer to the following documentation:
a new user
a service desk agent, specialist, or manager

Using—Basics of using Smart IT, managing your work, creating tickets, creating knowledge articles

an administrator
  • Release notes and notices—Known and corrected issues
  • Planning—System requirements, permissions needed, performance data
  • Installing—Fresh installation, configuration, deployment
  • Upgrading—Upgrade from previous versions of Smart IT and BMC Digital Workplace
  • Administering—Custom fields, actions, Smart Reporting integration
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