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.

Working with broadcasts in Smart IT


Remedy with Smart IT offers the ability to send notifications to the entire company or site. These notifications are delivered immediately to the mobile device of the targeted users and can communicate emergency or general information, with web links that provide more information to the end user.

You can send broadcasts to a company or location (site) to which you have access. For example, you can send a broadcast to users at a certain campus location and building that is supported by your group, to notify them of maintenance work.

The broadcast message can be up to 255 characters long and can include an attachment. You can specify the type of broadcast, for example, whether the broadcast contains general information, or information about a scheduled or unscheduled outage (unavailability). The broadcast will be active during the start and end time that you specify.

Support agent can create broadcast from Smart IT client applications only if he has access permission as broadcast submitter. For BMC Remedy ITSM 9.0.01 and later versions, you must have the Broadcast Submitter functional role to send a broadcast in Smart IT. You cannot modify a broadcast that is created in Smart IT. There are some restrictions on where broadcast messages are received. See 'Where are broadcasts received?' section for more information. The Push notification does not appear as broadcast and it appears as update feed on dashboard.


Setting up broadcasts

Use the instructions in this section when you need to send out a broadcast message.

To set up a broadcast
  1. Log on to Smart IT from any client.
  2. Create a new broadcast. For example, choose Create New > Broadcast in the universal client.
    The Create Broadcast pane is displayed.
  3. Fill in the appropriate information, such as the target audience (company or location), message text, and broadcast start and end dates.
  4. Save the broadcast.

Note

If the Broadcast Start date and time are current as suggested by the default value, the broadcast will be sent as soon as you save it.

Where are broadcasts received?

In BMC Remedy IT Service Management (BMC Remedy ITSM) you can create and access broadcast from the following consoles. You can access and view them even with minimum permissions:

  • Incident Management Console
  • Asset Management Console
  • Problem Management Console
  • Change Management Console
  • Knowledge Management Console
  • Work Order Management Console
  • Service Request Entry Console

Except the Service Request Entry Console, the rest of the consoles listed above display both the public and internal broadcasts in details. The Service Request Entry Console displays only public broadcast messages, and you can only preview them.

Smart IT users can view internal broadcasts based on company and creation permissions, while they can view public broadcasts that are sent and received through Smart IT.

Smart IT Agents can view broadcast messages that are active and during the start and end time periods through the Dashboard activity feed. They can filter the broadcasts from the Activity feed to view only active broadcast messages. Future broadcasts cannot be viewed until the Start Time.

Important considerations about broadcasts in BMC Remedy ITSM, BMC Digital Workplace, and Smart IT.

BMC Remedy ITSM

  • Broadcasts created in BMC Remedy ITSM are restricted to the site or company for which they are created. 
  • Broadcasts created in BMC Remedy ITSM are visible in BMC Digital Workplace.
  • Broadcasts created in BMC Remedy ITSM are visible to Smart IT users for the company or site, as applicable.

Smart IT

  • If a broadcast is created in Smart IT, all of the company's users can see this broadcast in their News Feed section of BMC Digital Workplace. 
    Smart IT displays broadcast from CFG:Broadcast form. If Digital Workplace creates broadcasts on CFG:Broadcast form, that is displayed on Smart IT. 
  • Broadcasts created in Smart IT are restricted for the site or company for which they are created.

The following table is based on a scenario, and will help you understand broadcasts better. Here, a fictitious company, Calbro Services has Smart IT, Digital Workplace, and BMC Remedy ITSM users. Calbro Services has offices located in Santa Clara and Vancouver. The table shows where broadcasts are received, based on where the broadcast is sent from.

Broadcast sent fromBroadcast received at
BMC Remedy ITSM users (Santa Clara)BMC Remedy ITSM users (Vancouver)Digital Workplace users (Santa Clara)Digital Workplace users (Vancouver)Smart IT users (Santa Clara)Smart IT users (Vancouver)

BMC Remedy ITSM

(Santa Clara)

YesYesYesYesYesYes
BMC Remedy ITSM (Vancouver)YesYesYesYesYesYes
Digital Workplace
(Santa Clara)
NoNoYesNoNoNo
Digital Workplace
(Vancouver)
NoNoNoYesNoNo
Smart IT
(Santa Clara)
YesYesNoNoYesYes
Smart IT
(Vancouver)
YesYesNoNoYesYes
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Comments

  1. Leonard Warren

    Quick question about Broadcast Messages within Smart IT. BMC Documentation states, "Remedy with Smart IT offers the ability to send notifications to specific groups that have been predefined in the system. These notifications are delivered immediately to the mobile device of the targeted users and can communicate emergency or general information, with web links that provide more information to the end user." When I go to Smart IT, I see Internal or Public. I see Company or Site. But I do not see the ability to submit a notification to a Support Group in Smart IT. Am I missing something? I know I can do this from the back end process of ITSM but do not see it in Smart IT Broadcasting. Any ideas?

    Nov 11, 2019 10:53
    1. Dhanya Menon

      Hello Leonard,

      Thank you very much for the detailed feedback.

      Broadcasts cannot be sent to groups. I have updated this page to reflect this change.

      Regards,

      Dhanya

      Nov 25, 2019 05:18
  2. Leonard Warren

    The broadcast message can be up to 1000 characters long and can include an attachment. When you view the message field in Smart IT, it states 255 characters - not 1000 characters. Even when I go to CFG:Broadcast (regular) form, it shows 255 characters.

    Nov 11, 2019 10:55
    1. Dhanya Menon

      You are right, Leonard. The broadcast message can be up to 255 characters long.

      I have updated this information in this page.

      Nov 25, 2019 05:20
  3. Leonard Warren

    Initial Paragraph: "You can also link the broadcast to an existing ticket. " This is not feasible in Smart IT. It is available in the BMC ITSM View and if you were to generate a More option to go to the back view of the Request. It is not available directly within Smart IT.

    Nov 11, 2019 11:00
    1. Dhanya Menon

      As you rightly point out, broadcasts cannot be linked to an existing ticket. I have updated this topic.

      Regards,

      Dhanya

      Nov 25, 2019 05:22
  4. Leonard Warren

    Under, Where Broadcasts Received section, "Smart IT users, even with minimum permissions, can view both the internal and public broadcasts sent and received in Smart IT." Smart IT users only see the broadcast messages that they created and those that they have permissions to see through company association. They can see all broadcast messages if they have Unrestricted Access. Suggest changing this to read, "Smart IT users can view internal broadcasts based on company and creation permissions while they can view Public broadcasts, both sent through Smart IT." EX: If I submit a broadcast message for Company A and Calbro Service Agents do not have rights to see Company A, then they will not be able to see the broadcast message.

    Nov 11, 2019 11:04
    1. Dhanya Menon

      I have made this change as suggested. 

      Regards,

      Dhanya

      Nov 25, 2019 05:22
  5. Leonard Warren

    Under the Smart IT Where Broadcasts Received section, suggest adding, "Smart IT Agents can view broadcast messages that are active and during the start and end time periods through the Dashboard activity section. They can select the three dot menu option, check the Broadcast option followed by the Apply button to view only active broadcast messages." Future broadcasts are NOT available until the Start Time appears.

    Nov 11, 2019 11:18
    1. Dhanya Menon

      Hello Leonard,

      We are sorry that you do not find this content helpful.

      I will work on this page and update the content. I will revert when the page is updated.

      Regards,

      Dhanya

      Nov 12, 2019 04:18
      1. Dhanya Menon

        I have added this information as suggested.

        Thank you once again for your very helpful feedback.

        Regards,

        Dhanya

        Nov 25, 2019 05:23