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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.


BMC

Remedy with Smart IT 19.02

All versions
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 04 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.

Tip

To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

Support information

Downloading the Smart IT installation files

Remedy IT Service Management Suite 19.02 release notes Open link

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


Getting started

 

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 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.

Communities

Communities

Knowledge Base

Knowledge Base

Videos

Videos

Education

BMC Training and Certification

PDFs and videos

 

or register to view the contents of this page.

Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Using videos

The following topics in the Using Smart IT sections contain videos that supplement or replace the text-based documentation:

Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:
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. 

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

See Overview of ticket creation.

For other ticket types, see:

See Creating knowledge articles for sharing information.

See Managing your work in Smart IT consoles.

The PDF for the latest Remedy with 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.

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 you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


 

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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Comments

  1. Surabhee Kulkarni

    Hello,

    Is this the Smart IT 19.02 wiki space?

    Thanks and regards, Surabhee

    Jan 15, 2020 01:01
    1. Nilay Agambagis

      Hello Surabhee,

      Thanks a lot for your comment.

      Yes, this is the wiki documentation space of Smart IT version 19.02.

      Regards,

      Nilay Agambagis

      Jan 15, 2020 01:20

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