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.

Enabling affected assets and affected services for incident

As a Smart IT administrator, you can specify assets and services that are affected due to the reported incident, or that are related to the incident in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident. By default, affected assets and services are displayed on the basis of the value specified in the affectedCISearchByAssetPeopleRelation property on the Centralized configuration (CCS) . 

To configure affected assets and affected services for incident

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


You can set the value as described in the following table:

Property valueDescription
False

When this property is set to False (default value), in Smart IT, when you enter the asset or service name in the Affected Asset and Affected Service fields, the system searches for them in following fields:

  • Name
  • ProductName
  • SerialNumber
  • In fields based on the property isExclude_TAG_and_CI_ID where the asset company is the company to which the customer belongs.

The search is done based on search text and companies that are accessible to the user. People-Asset relation is not considered here as the flag is false.

True

When this property is set to True, in Smart IT, when you enter the asset or service name in the Affected Asset and Affected Service fields, the system searches for them in following fields:

  • Affected Asset—It displays all the assets based on search text. It does not include people based search. It is similar to explore CI search in Mid-Tier.
  • Affected Service—This is people based search. It displays all assets and services used by the customer or the company, organization or department to which the customer belongs. This kind of search is similar to the way searched in mid-tier.
  • In fields based on the property isExclude_TAG_and_CI_ID where the asset company is the company to which the customer belongs.

Notes

  • Due to any reason such as a typo error, if the value of this property is set to anything other than True or False, the system falls back to the default value.
  • This configuration impacts only incident tickets.

In BMC Remedy IT Service Management, the administrator can specify the option to configure affected asset and service on the incident ticket in Smart IT. The setting is applied at the tenant level, and does not depend on user's choice.


To display affected assets and services as per the value specified on the form, you must do one of the following step:

  • Restart the Smart IT server.
  • If you do not restart the application, you must wait for 30 minutes from the time you saved the change. The system reflects the changes after 30 minutes.

Example of configuring affected assets for incident in a multicompany environment

Nancy, a service desk agent creates an incident ticket for the issue reported by Allen Allbrook, a customer. Allen belongs to Company A. Allen uses the following two assets and services, and has Used By relation with the assets:

  • Asset1 and Business service1 belongs to Company B.
  • Asset2 and Business service2 belongs to Company A.

Considering these assumptions, the following behavior is expected:

  • When the affectedCISearchByAssetPeopleRelation property is set to False—when Nancy creates or edits the incident where Allen is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset2 and Business service2.
  • When the affectedCISearchByAssetPeopleRelation property is set to True—when Nancy is creates or edits the incident where Allen is the affected customer, in the Affected Asset and Affected Service field, the search result displays both Asset1 and Asset2, and Business service1 and Business service2.


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