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.

Setting up problem management

As an administrator, perform the following tasks to set up problem management:

TaskReference
Ensure that users have the minimum permissions needed to access problem management functionality in Smart IT.Smart IT roles and permissions
If your organization requires custom fields to capture additional data in problem requests, add those fields to the problem investigation view.Adding custom fields to the Problem Investigation view
If your organization requires custom fields to capture additional data in known errors, add those fields to the known error view.Adding custom fields to the Known Error view
If your organization will create knowledge articles from problem investigations or known errors, set up the applicable knowledge article templates.Setting up custom knowledge management templates with Smart IT
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