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.

Activity feed overview

Activity feeds are the record of updates made to any ticket, asset, or knowledge article in Smart IT. The activity feed displays the type of activity that was performed, the name of the user who made the update, and the time when the update is done. Every ticket and resource has its own activity feed. You can access activity feeds on the Universal Client (UC), Apple iOS, and Google Android devices. 

Activity feeds provide a quick view of all that has been done to tickets and resources. You can track how the ticket progressed, and also add your notes to it. 

The Activity tab displays the events or activities related to the ticket. There are two types of events:

  • System generated
    • Ticket creation feed
    • Status updates made to the ticket
    • SLA alerts
    • Changes in ticket assignment
    • Priority updates
    • Approval/rejection/on hold updates
  • User generated
    • A note added to the ticket
    • Email sent from the ticket
    • Status reason when the status of a ticket is changed

By default, all the feeds are displayed in the relative date and time display format such as 6 hours ago, 3 days ago, and so on. In BMC Remedy ITSM, on the Centralized configuration, the administrator can specify Absolute value for the property dateTimeStyleProperty to display the date and time in the absolute format such as Sep 15, 2016 6:00 PM.

Since the browser spell check is enabled for the activity notes by default, incorrect spellings are highlighted, which you can then easily rectify. To enter notes in a foreign language, in your browser, you must enable the dictionary for the foreign language. If you don’t enable the dictionary, the system considers the words in foreign language as incorrect spellings.

On the Smart IT Dashboard, you can access the Updates feed. The system provides details of events related to the tickets, including the resources that are assigned to you or followed by you. Activity feeds are specific to tickets and resources, whereas update feeds are specific to the user. You can search for Activity on the Dashboard by the contents of the tickets.

Activity feed when name is updated

If you update the logged in user's name in the CTM:People form or in the My Profile option of Smart IT, the updated name is reflected in the following activity feeds:

  • Status change
  • Priority change
  • Assignment change
  • Adding a note

The Activity tab displays text, which is more than 2000 characters, as plain text without any formatting. The html link or @mention is also displayed as plain text. When you reply to an email notification that has embedded URL, the URL is displayed on the Activity tab of the Smart IT because of the removal of MongoDB. After creating an asset, if you add or edit the asset owner, the user of the asset does not become the implicit follower of the asset. You cannot edit an existing activity note.

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