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.

Resolving tickets in Smart IT

In Remedy with Smart IT, you can leverage knowledge articles for resolving tickets if Smart IT is integrated with Remedy Knowledge Management. When Smart IT is integrated with BMC Client Management (BCM), Smart IT users with appropriate access can view data about BCM-managed assets in real time, and take direct actions on those assets to resolve tickets. 

You can also work collaboratively with other agents to resolve tickets using various communication channels through Openfire chat or Microsoft Teams channels.


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