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.

Onboarding and implementing

Before you deploy Remedy with Smart IT (Smart IT) and after completing the Smart IT installation procedures, you must configure the system. 

Recommended configurations

Perform the following configurations to make your system more robust, secure, and efficient.

ActionAdditional information
To provide communication security among applications, configure SSL for the Apache Tomcat server. If you enabled SSL as part of the installation, SSL is already configured.
Configuring connection settings to integrated applications

To change the settings that Smart IT uses to connect to the following applications:

  • BMC Service Request Management
  • BMC Remedy IT Service Management (BMC Remedy ITSM, the enterprise application)
  • BMC Remedy Action Request System (BMC Remedy AR System, dedicated to the Smart IT application

This topic describes how to configure the integration of BMC Remedy Single Sign-On with Smart IT.

BMC Remedy Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs on to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.

Smart IT roles and permissionsTo give users access to Smart IT, assign them the required user permissions.
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.
Enabling full text searchFull text search (FTS) is an optional feature that you can install with the BMC Remedy AR System server. To use FTS with Smart IT, you must install BMC Remedy Knowledge Management, even if you do not plan to create knowledge articles. To use the complete FTS capability, you must configure and enable the feature.
Enabling SSL for Openfire chat serverComplete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with Smart IT.
Configure security options. Limit the types of files that users can attach to Smart IT records. Update the content security policy to allow users to attach images from external sources to knowledge articles. If you have Openfire chat installed, edit the openfire/conf/cross-domain-policy.xml file to only allow access to data from a specific domain (or domains).
Since version Smart IT 1.4, a new Sandbox Job Calls setting is added to the AST:AppSettings form. This setting controls how reconciliation calls (requests) are processed for assets.
Removing leading zeroes from a ticket IDTo make your ticket IDs readable and ensure ease of search, run the Leading Zeroes Removal utility.

Optional configurations

See the following links for optional configurations:

Configuring Remedy Smart Reporting in Smart IT

Preparing to re-sign and rebrand Smart IT on Apple iOS

Rebranding Smart IT on the universal client

Rebranding Smart IT for Apple iOS

Re-signing Smart IT on Apple iOS

Disabling modules in Smart IT

Disabling collision management and impact analysis in Smart IT

Where to go next

Deploying Smart IT to your users.

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