This documentation supports the 19.11 version of Remedy with Smart IT, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

19.11 enhancements

Remedy with Smart IT 19.11 is available only to BMC Helix subscribers (SaaS).

This section contains information about enhancements in version 19.11 of Remedy with Smart IT.





Related topics

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 19.11 enhancements

Remedy with Smart IT enhancements

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


Introduction of a search box in the Ticket Console for a quick ticket search

In version 19.11, as a service desk agent, you get an additional and quicker ticket search capability in Ticket Console. After adding the filters in Ticket Console, you can narrow down the search result further by entering a keyword in a newly-introduced search box. You need to press Enter after inserting your keyword. The keyword is highlighted in the search result. The keyword search is done on the Summary, Description, and Display ID columns.

For more information, see Tailoring Smart IT consoles for your work.

Ability to control the default date range in Ticket Console

You can modify the default date range of Ticket Console. By default, the Ticket Console search result displays information for the last 30 days. The date range that you set, is displayed when you open the Ticket Console, as shown in the following image:


You can modify this date range by configuring restrictConsoleResultForNoOfDays parameter in Centralized configuration. For more information, see Centralized configuration.

Ability to create a ticket in a quick way by using Smart Recorder

Starting with version 19.11, you can create a ticket faster and directly from the Smart Recorder Home page. You no longer need to use the draft screen, click the Confirm+Save button, and use the profile view screen of the ticket. After creating a ticket in this mode, the Smart Recorder home screen is displayed to create another ticket. The ticket ID of the previously created ticket is also displayed on this page. For you to use this feature, in Centralized configuration, your administrator must set QuickTicketCreateEnabled parameter to true.

Enhancements in the asset search

Asset search capability in the following areas has been enhanced so that the search results are displayed faster:

  • Asset search in Smart Recorder
  • Mentioning of an asset with @<asset> in the Activity tab
  • Asset search in the Affected Asset field of the incident, problem investigation, and known error tickets
  • Asset search in the Related Items field
  • Global search of asset by selecting All or Asset option
  • Relating CI while creating change request

Ability to open an item in the Ticket, Asset, or Knowledge console in a new browser tab

In the Smart IT Universal client, when you click an item in the Ticket, Asset or Knowledge console with the Shift key pressed, the details of that ticket, asset, or knowledge article is displayed on a new browser tab.

For more information, see Managing your work in Smart IT consoles.

Ability to open a ticket by using the display ID in the URL

You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You need to have the required permission to view a ticket. For example, when you open an incident, the GUID of the incident is displayed in the URL:

In version 19.11, instead of navigating through multiple screens of the Ticket Console, you can directly go to the ticket profile page of another ticket by replacing the GUID with /displayid/<Display ID of the ticket> in the URL:

For more information, see Opening a ticket by using the display ID.

What else changed in this release

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


UpdateProduct behavior in versions earlier than 19.11Product behavior in version 19.11
New configuration parameter: dwp.base.urlThis configuration parameter is not present.

This configuration parameter is used to specify the BMC Digital Workplace load balancer server URL. For more information, see Centralized configuration.

For the complete list of enhancements in Live Chat 19.11,
see Live Chat 19.11 enhancements

New configuration parameter: smartItCsp_script-src_900This configuration parameter is not present.

This configuration parameter allows the in-app self-help content to be loaded in Smart IT by white listing the Whatfix domain.

For more information, see Centralized configuration.

Date picker in the Calendar in the language set by the browser locale

The Date picker in the Calendar is displayed only in English.

The Date picker in the Calendar displays the names of the days and month in the language set by the browser locale. Also, the first day of the week in the date picker is determined by the locale.


Automatic unfollow of the terminated tickets

You continue to be a follower of a ticket even after the ticket is terminated.

When you terminate a ticket (Close, Cancel, Close version, Delete) you are no longer a follower of that ticket after 30 days of termination. You can see the reduced following item numbers on the Dashboard:

Note: This applies to the following ticket types: Incident, Change, Work Order, Task, Problem Investigation, Known Error, Knowledge, Release, People, Activity, Service Request.

For more information see the reported errors and their solutions in Troubleshooting installation and upgrade issues in Smart IT.

Social data archival

The social data that are recorded in the SMT:Social_Events form are not archived even when the parent tickets are archived.

The social data that are recorded in the SMT:Social_Events form are deleted when the parent tickets are archived.

For more information see the reported errors and their solutions in Troubleshooting installation and upgrade issues in Smart IT.

Activity note enhancement

When a service request is approved or rejected, the approver's name is not recorded in the Activity note.

When a service request is approved or rejected, the approver's name is recorded in the Activity note.
Field property of an Asset

Field properties of an asset, which is added through CMDB class manager in the Type-Specific Area of Asset View, is not editable by default.

Field properties of an asset, which is added through CMDB class manager in the Type-Specific Area of Asset View, is editable if property Constants.AR_DPROP_ENABLE is not present in the field metadata. This is the default behavior. Otherwise, it is enabled or disabled based on the value defined in Constants.AR_DPROP_ENABLE.

(Android only) Smart Recorder search

While creating a ticket from Smart Recorder, after setting affectedCISearchByAssetPeopleRelation parameter value to true in the Centralized configuration, if you search an asset, which is related to a different company, the search result is not displayed even if you create a CI relationship with the people of other company.

While creating a ticket from Smart Recorder, after setting affectedCISearchByAssetPeopleRelation parameter value to true in the Centralized configuration,  if you search an asset, which is related to a different company, the search result is displayed after you create a CI relationship with the people of other company.
Time segment pop-up header

GUID is displayed in the time segment pop-up header.

Business event title is displayed in the time segment pop-up header.


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