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.

Managing your work in Smart IT consoles

Smart IT provides the list view of the following consoles to help you manage your work:

  • Ticket Console
  • Knowledge Console
  • Asset Console

Your ability to view each console (and items in the console) depends upon the specific permissions you have been granted to fulfill your role in the organization. For example, you must have the minimum permissions required for a Change Agent to view change requests in the Ticket Console.

Pull down refresh in the iOS, and Android application

You can use pull down refresh for all the consoles of both iOS, and Android versions of Smart IT application.

Each console displays a list of items (or records), such as tickets, knowledge articles, or assets. By filtering and sorting the list, you can locate items that match your criteria, such as open incidents assigned to your group. From the Ticket Console or Knowledge Console, you can also take a specific action on several items at the same time (bulk actions), such as changing the status or assignee. To view details of a ticket, article, or asset, click or tap the item in the list.

In the Ticket Console, the ticket priority is indicated by the following colors in the Priority column:

Ticket priorityColor in the Priority column
Critical Red 

For more information, see the following topics:

Ticket Console

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  1. Cosmina Rinciog

    For "Rebuild the View of Smart IT, by performing Build/Rebuild database Union Structure from the SMT:Union_ConfigurationConsole form." the form is incorrect, it should be SHR:Union_ConfigurationConsole

    Sep 04, 2019 02:16
    1. Nilay Agambagis

      Hello Cosmina,

      Thanks a lot for your comment.

      The form name had been changed to SMT:UnionSmartIT_TicketConsole starting from Smart IT version 18.05.


      Nilay Agambagis

      Sep 10, 2019 03:36