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.


Remedy with Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.


Release notes and notices
updated 11 Dec

Learn what’s new or changed for Remedy with Smart IT 19.02, including new features, urgent issues, documentation updates, and fixes or patches.

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Related topics

Known and corrected issues

Support information

Downloading the Smart IT installation files

Remedy IT Service Management Suite 19.02 release notes

Date

Title

Summary

September 30, 2019Critical Remote Code Execution vulnerability in Remedy with Smart ITFlash notification that describes how to fix an unauthenticated Remote Code Execution security vulnerability in Remedy with Smart IT.
May 30, 201919.02.01: Patch 1 for version 19.02
  • Defect fixes, and other corrected issues.
  • Limiting the automated change collision detection
  • Enabling Smart IT users to set the second user as the customer in the Smart Recorder

February 28, 2019

19.02.00 enhancements

Enhancements available in this release:

  • Ability to create a change request by copying information from an existing ticket
  • Ability to configure provider actions that can be triggered based on logical expressions
  • Ability to configure the display of all public and non-public work logs of the Activity tab
  • Enhancements in the Activity tab and in the Dashboard
  • Ability to access Knowledge Console with Knowledge Viewer permission
  • Ability to disable search suggestion in the global search
  • Ability to migrate company specific MongoDB data
  • Ability to configure the search query limit of a menu through Centralized configuration
  • Enhancements in Smart Recorder
    • Ability to create call log
    • Ability to restrict asset search
    • Ability to configure Smart IT for a simplified record search
    • Ability to configure Smart IT to consider the primary contact of an asset as the default customer
  • Ability to get the resources to resolve an incident ticket in a chat window
  • Ability to set the landing page of the Universal Client (UC)
  • Ability to exclude global categories from the category search result

Using

 

As an end user, access and navigate the Smart IT interface.

Administering

 

As an administrator, manage access to tickets and resources, configure actions in Smart IT, and perform centralized configuration.

Integrating

 

As an administrator, set up integrations with BMC Digital Workplace Catalog service request and BMC Client Management.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Planning

 

(On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.

Installing

 

(On-premises only) Install and perform initial system configuration.

Upgrading

 

(On-premises only) Upgrade based on the latest system requirements and software.
PDFs
 
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FAQs and additional resources

 

This topic provides information that supplements the Remedy with Smart IT documentation. 

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about Remedy with Smart IT.

 

 Is Smart IT the same as MyIT?

You can find the answer to this question and a general overview of Smart IT in Getting started.

 How do I create a basic incident or work order in Smart IT?
 How do I create a knowledge article in Smart IT?
 How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?
 Where can I find documentation for Smart IT in PDF format?

The PDF for the latest Smart IT version is located here. The online documentation is updated regularly, while the PDF contains a snapshot of the content at a particular point in time.

 I’d like a PDF of just selected information. How can I get that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what template you want to use:
    • Simple to export a lightweight PDF with no cover, table of contents, or index.
      By default, the Simple template only exports the current page.
    • Standard to export a traditional PDF with a cover, table of contents, and index.
      By default, the Standard template exports the current page and all child pages.


 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

Additional resources from BMC

The following BMC sites provide information outside of the Remedy with Smart IT documentation that you might find helpful:

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