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.

Configuring Smart Recorder to exclude customer and contact names from ticket title and description

While creating a ticket using Smart Recorder, when you identify a customer and contacts using the '@' symbol, the customer name and contact names are automatically included in the title and description of the ticket and in the customer and contact fields of the ticket. You can choose to exclude the customer name and contact names from the title and description by changing the default value of a configuration setting, which is a key value in the Smart IT (Smart IT) database. Excluding the names from the title and description ensures there is no redundant information on the tickets, and the searches based on ticket title do not include customer and contact names.


The configuration parameters are available in the Centralized configuration. Perform the following steps to view or change the configuration settings:

  1. In a browser, enter the following URL address:
    http://<midTierServerInstallDir>/arsys/

  2. Log in.
  3. Select Remedy Management Console > AR System Server Group Console > Server Group Configuration.



You can migrate your existing data from the previous versions of Smart IT to Smart IT 2.0 and onward versions using the migration utility. For more information, see Migrating Smart IT customization and configuration from 2.0 and earlier



LocationCentralized Configuration (CCS)
Key_nameshowNameInSmartRecorderCreateTicket
Value
  • (Default value) True—Customer name and contact name are included in the title and description, and in the customer and contact fields of the ticket.
    The functionality works as follows:
    • If you create a custom ticket, the customer and contact names appear in the title and description when you save the ticket.
    • If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names appear in the title and description, when you save the ticket.
  • FalseCustomer name and contact name are excluded from the title and description. In this case, although the names do not appear in the title and description, they are added to the customer and contact fields of the ticket. Also, if you delete the ticket summary text, the customer name and contact names continue to remain selected in the customer and contact fields.
    The functionality works as follows:
    • If you create a custom ticket, the customer name and contact name do not appear in the title or description when you save the ticket.
    • If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names do not appear in the title or description, when you save the ticket.

Note

The maximum time required for the changes to reflect is 30 minutes, which is the cache time. If you want the changes to be reflected immediately, you must clear the Smart IT cache.


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