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Remedy with Smart IT 19.08

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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 14 Nov

Learn what’s new or changed for Remedy with Smart IT 19.08, 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 19.08 release notes

Date	Title	Summary
August 22, 2019	19.08 enhancements	Enhancements available in this release: Ability to use Microsoft Teams for ChatOps-type collaboration between agents Introduction of new ITSM calendar Enhancement in the Service Level Agreement (SLA) bar Improved barcode scanning for asset search Introduction of new Live Chat workspace Ability to update configurations without restarting Smart IT server Introduction of self-help PostgreSQL support Updates to the Common Data Model

Getting started Orientation Learning about Asset Management Learning about Change Management Learning about Incident Management Learning about Knowledge Management Learning about Problem Management Learning about Release Management Key concepts		Using Interface descriptions, using the product.
Administering Security, system administration, maintenance.	Integrating Integrations with other products.	Troubleshooting Issues resolution, error messages, logs, and contacting Support.
Planning Concepts, architecture, deployment, planning, and system requirements.	Installing Information about installing the product and migrating product data.	Upgrading Upgrade process, migration, and configuration.

PDFs

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FAQs and additional resources

This topic provides information that supplements the Remedy with Smart IT documentation. It contains the following sections:

Frequently asked questions
Creating PDF and Word exports
- To export to PDF or Word
Additional resources from BMC

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?

See Scenarios for creating tickets using Smart IT.

For other ticket types, see:

How do I create a knowledge article in Smart IT?

See Creating knowledge articles for sharing information.

How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?

See Managing your work in Smart IT consoles.

How do I find assets in Smart IT?

See Searching for tickets, assets, resources, and people in Smart IT and Managing your work in Smart IT consoles.

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

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
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:

BMC Communities, BMC Remedy ITSM community (includes Smart IT)
BMC Remedy Smart IT Support page, BMC Remedy Smart IT Support
BMC Support Knowledge Base, search filtered by Smart IT
BMC Global Services, BMC Remedy ITSM offerings (includes Smart IT)
www.bmc.com, information about Smart IT
BMC Knowledge Articles

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Last modified by Nilay Agambagis on Nov 14, 2019

whats_new version_2_0_00

Remedy with Smart IT 19.08

Frequently asked questions

Creating PDF and Word exports

To export to PDF or Word

Additional resources from BMC

Comments