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This documentation supports the 19.08 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

19.08 enhancements



This section contains information about enhancements in version 19.08 of Remedy with Smart IT.




Related topics

Downloading the Smart IT installation files

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 19.08 enhancements

Remedy with Smart IT enhancements

The following sections provide information about the enhancements in Remedy with Smart IT.


Ability to use Microsoft Teams for ChatOps-type collaboration between agents

Smart IT 19.08 provides a new set of functions to facilitate a collaborative approach to incident resolution. Smart IT 19.08 provides a bot that can be configured in Microsoft Teams channels for interacting with other agents and experts, providing assistive behavior, and responding to commands and natural language requests. This enables agents to get more information about the ticket and perform the required actions without switching context from the chat channel. This facilitates more efficient issue handling and provides an ideal platform for new ways of working, such as Intelligent Swarming. For more information, see Using Microsoft Teams for ChatOps-type collaboration between agents.

Introduction of new ITSM calendar

A calendar is available in the menu to give you an overview of the change and release tickets, business events, and outages.


For more information, see Viewing the calendar. For information about configuring the calendar, see Configuring the calendar.

Enhancement in the Service Level Agreement (SLA) bar

The Service Level Agreement (SLA) bar has been enhanced to show the status of a ticket clearly with significant color. The round icon shows the due date of the service target:

For more information, see SLA progress bar in Smart IT.

Improved barcode scanning for asset search

When you scan a barcode to search for an asset, only the asset that is an exact match of the barcode is displayed. In earlier versions, when you scan an asset, if similar assets are found, only the first asset in the database is displayed. For more information, see Scanning assets in Smart IT using mobile devices.

Introduction of new Live Chat workspace

Support agents can use Live Chat to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat. For more information, see Using Live Chat to interact with users.

Ability to update configurations without restarting the Smart IT server

In earlier versions, an administrator had to restart the Smart IT server in the following cases:

  • The status reason or status field is customized
  • A work note type is customized, which does not reflect in Smart IT
  • Chat configurations are changed

Starting with this version, an administrator can update these configurations without restarting the Smart IT server.

Introduction of self-help

Starting with this version, in-app self-help with guided assistance is available. Guided assistance helps you learn to navigate the product and to actively complete tasks. In the Self-help pane, you can start guided assistance, access links to help topics, and watch videos relevant to where you are in the product and the work you are doing.

The following figure shows the Self-help pane that is available while you are working on the Ticket Console:

For information about how to configure the self-help, see Configuring the embedded self-help.

We welcome your feedback and suggestions for additional guided assistance as you can add comments when you complete the self-help guidance or on docs.bmc.com.

PostgreSQL support

PostgreSQL 10 database provides a cost-effective alternative to the existing supported database systems. The PostgreSQL support is available for fresh installations of Smart IT 19.08 on a few selected Linux-based operating systems. To use PostgreSQL database, you must install Smart IT 19.08 by using silent installation. For more information, see Configuring a PostgreSQL database for Smart IT installation.

Updates to Common Data Model

The Common Data Model has the following enhancement:

Moved the isVirtual attribute to BMC_BaseElement class from BMC_System, BMC_SystemComponent, and BMC_Collection classes. You can use this attribute to enable any device (CI) to be represented logically rather than as a physical entity. 


For more information, see Summary of changes to the Common Data Model .


What else changed in this release

In this release, note the following significant changes in the product behavior:


UpdateProduct behavior in versions earlier than 19.08Product behavior in version 19.08
New configuration parameter:
cache.refresh.timestamp
This configuration parameter is not present.This configuration parameter is used to trigger cache update in all Smart IT instances. For more information, see Centralized configuration.

New configuration parameter:
session.timeout

This configuration parameter is not present.This configuration parameter is used to set Smart IT session timeout. For more information, see Centralized configuration.
Automatic unfollow of the closed incident ticketsYou continue as a follower for an incident ticket even after the ticket is closed.

When you close an incident ticket, you no longer continue as a follower for an incident ticket after the ticket is closed after a certain time. You can also see the reduced following item numbers in the Dashboard:

Selection of minimum two types of filters in the Ticket console to display the search result

You can select minimum two filters from the same type or from different types of filters to view the search result in the Ticket Console. The following message is displayed when you open the Ticket Console:

You must select minimum two filters from the two different filter types to view the search result in the Ticket Console. The following message is displayed when you open the Ticket Console:

Category field mappingThe Operational and Product Categories from a Knowledge Based Article (KBA) are copied to Resolution and Product Resolution categories of an incident when user clicks Save and resolve the incident by using the related KBA.Only one on one mapping happens between the category fields.
Provider action configurationUnique label is not required.Unique label is required.
feedRefreshInterval enhancementThis parameter is used to configure the update feed refresh interval of the Dashboard.This parameter is used to configure the update feed refresh interval of both Dashboard and Timeline.
Hyperlink to a ticket typeHyperlink to a ticket type is displayed in your update feed and timeline even if you do not have access to that ticket type.If you do not have access to any ticket then hyperlink to that ticket type is not displayed in your update feed and timeline.


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Comments

  1. Rajat Malik

    Hi Team/Nilay Agambagis,

    Was going through the above document as see lot of promises being made in this release. Myself is a customer of BMC Remedy who is planning to migrate to 19.08 in coming months. Are these really going to happen or these are again going to run with unlimited issues with promises for the fixes in next version or run on the hotfixes.

    Sep 10, 2019 01:21
    1. Nilay Agambagis

      Hello Rajat,

      Thanks a lot for your comment.

      The enhancements that are listed in this page are available in the released version of Smart IT 19.08.

      Regards,

      Nilay Agambagis

      Sep 10, 2019 01:56
  2. Rajat Malik

    Hi Nilay,

    Thanks for the update. Do we have a list of what would be changed for the end user?

    Regards, Rajat

    Sep 10, 2019 06:26
    1. Nilay Agambagis

      Hello Rajat,

      In addition to the list of enhancement in this page, you can check the What else changed in this release table in this topic to get the changes that we have done in this release. 

      Regards,

      Nilay Agambagis

      Sep 13, 2019 03:02