Configuring notifications for Smart IT

Remedy with Smart IT (Smart IT) provides email notifications for desktop clients and push notifications for mobile clients. For example, when a user is assigned to a ticket, an email notification is sent, and a notification icon appears on the user's mobile device. The user can see details by clicking the link in the email on a desktop computer, or by tapping the icon on a mobile device.

For Smart IT mobile clients, notifications are delivered in the language specified in the user's People record. For localized users, you must set the notification locale in BMC Remedy ITSM to ensure that the notifications are delivered in the correct language.

Starting in version 18.05, you can enable or disable Smart IT notifications for each of the following modules by using the SMT:SmartIT_NotificationConfig:

• Incident
• Infrastructure Change Management
• Problem Management
• Request Management
• Task Management

If you disable Smart IT notifications, your existing (possibly customized) BMC Remedy IT Service Management (BMC Remedy ITSM) notifications are used instead. You can configure notifications for the –Global– company out of the box. You can also create individual notification settings for different companies. Smart IT notifications for all components are enabled by default for fresh installations and upgrades.

This functionality is useful if you want to introduce Smart IT in some areas of your organization (such as Service Desk), but not in others (such as Change Management). In previous Smart IT versions, you had to choose between Smart IT notifications or BMC Remedy ITSM notifications for everyone.

To set the Smart IT push notification locale (mobile clients)

1. Log on to BMC Remedy ITSM as an administrator.
2. From the Application Administration Console, click the Custom Configuration tab.
3. From the Application Settings list, select Foundation > People > People, and then click Open.
4. In the People form, search for the person.
5. Select the person, and then click the Notifications tab.
6. From the Notification Language list, choose the user's locale.
7. Save your changes.

To enable or disable Smart IT notifications

1. Log in to the BMC Remedy ITSM server as an AR System Administrator.
2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
   mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
3. Search for all records.
4. Update the record for the module that you want to enable or disable.
   For example, set the Status field to Enabled or Disabled.
5. Save the record.

To create Smart IT notification settings by company

1. Log in to the BMC Remedy ITSM server as an AR System Administrator.
2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
   mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
3. Create a new, company-specific record for the component you want to enable or disable:
   1. Specify the Company and Module Name.
   2. Set the Status field to Enabled or Disabled.
4. Save the record.