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.

Disabling modules in Smart IT

You can disable or enable modules in Smart IT based on your organization's requirement. For example, you can disable Service Request Management if your organization does not use it.

The following video explains the procedure to disable a module in Smart IT:

https://youtu.be/dtB9iYbGRL4

Known Error is a sub-set of Problem Investigation. In order to disable Known Error, you must disable Problem Investigation. You can disable or enable the following modules in Smart IT:

  • Service Request
  • Work Order
  • Change Request
  • Problem Investigation
  • Known Error
  • Release Request

You cannot disable the following modules:

  • Incident
  • Assets
  • Knowledge

You cannot disable or enable the following modules as these are not individual entities:

  • Task
  • Activity
  • Broadcasts

You can disable modules for a specific tenant instance, or for the default tenant if multitenancy is not enabled. You can re-enable a module if you choose to begin using it at another time. Disabling an application in Smart IT does not affect the application in BMC Remedy IT Service Management (BMC Remedy ITSM).

To disable a specific module

  1. Log in to the BMC Remedy Mid Tier as an administrator.
  2. To open the Centralized configuration form, select Remedy Management Console > AR System Server Group Console > Server Group Configuration.
  3. Search for the disabledSmartITApplications property record.
  4. Edit the Property Value field by entering one or more comma-separated values, as shown in the following illustration.
    For example, to exclude Work Order Management and Problem Management, enter workorder,problem in the Property Value field.
    To disable all configurable applications modules, enter request,workorder,change,problem,knownerror,release in the Property Value field.
  5. Save the record.
  6. Clear the Smart IT cache.

To enable all modules

  1. Log in to the BMC Remedy Mid Tier as an administrator.
  2. To open the Centralized configuration form, select Remedy Management Console > AR System Server Group Console > Server Group Configuration.
  3. Search for the disabledSmartITApplications property record.
  4. Set the value of the Property Value field to none.
  5. Save the record.
  6. Clear the Smart IT cache.

To clear the Smart IT cache

From the Smart IT installation directory/tenant-config directory on each of the Smart IT servers in the cluster, issue the following command:

../java -jar ../tenant-config-<version>-jar-with-dependencies.jar -server server/smartit -username username -password password -tenantName tenant_ID clearSmartITDisabledApplicationsCache

The following table describes the parameters for the command:

ParameterDescription
serverThe fully qualified domain name of the Smart IT server; for example, http://server1.ourdomain.com:80
username

The BMC Remedy Action Request System (BMC Remedy AR System) administrator username

passwordThe BMC Remedy AR System administrator password
tenant_ID

The tenant ID; for example, 000000000000001 (the default), 000000000000002, and so on.

In a single tenant environment, use 000000000000001.

Example

/opt/bmc/jre8/jdk1.8.0_45/jre/bin/java -jar /opt/bmc/SmartIT/Smart_IT/tenant-config/tenant-config-3.2.00.000-jar-with-dependencies.jar -server http://123.456.789.000/smartit -username admin01 -password pwadmin01 -tenantName 000000000000001 clearSmartITDisabledApplicationsCache

Users must log in again to see the changes in Smart IT.

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Comments

  1. Thad Esser

    In the "To clear the Smart IT cache" section, under username there is a note: "Note: This user must belong to the BMC Digital Workplace Administrator group."

    Is that still accurate for Smart IT 19.02? That to do something in Smart IT, the user needs to be in a DWP group?

    Oct 31, 2019 01:20
    1. Dhanya Menon

      Hello Thad,

      Thank you for the comment. The note is no longer pertinent and I have removed it from this page.

      Thanks,

      Dhanya

      Nov 25, 2019 05:16