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.

Configuring notifications for Smart IT

Remedy with Smart IT (Smart IT) provides email notifications for desktop clients and push notifications for mobile clients. For example, when a user is assigned to a ticket, an email notification is sent, and a notification icon appears on the user's mobile device. The user can see details by clicking the link in the email on a desktop computer, or by tapping the icon on a mobile device.

For Smart IT mobile clients, notifications are delivered in the language specified in the user's People record. For localized users, you must set the notification locale in BMC Remedy ITSM to ensure that the notifications are delivered in the correct language.

Related topics

Smart IT notification events

Configuring after installation

Starting in version 18.05, you can enable or disable Smart IT notifications for each of the following modules by using the SMT:SmartIT_NotificationConfig:

  • Incident
  • Infrastructure Change Management
  • Problem Management
  • Request Management
  • Task Management

If you disable Smart IT notifications, your existing (possibly customized) BMC Remedy IT Service Management (BMC Remedy ITSM) notifications are used instead. You can configure notifications for the –Global– company out of the box. You can also create individual notification settings for different companies. Smart IT notifications for all components are enabled by default for fresh installations and upgrades.

This functionality is useful if you want to introduce Smart IT in some areas of your organization (such as Service Desk), but not in others (such as Change Management). In previous Smart IT versions, you had to choose between Smart IT notifications or BMC Remedy ITSM notifications for everyone.

Note

You must have AR System Administrator permissions to configure Smart IT email notifications. 

To set the Smart IT push notification locale (mobile clients)

  1. Log on to BMC Remedy ITSM as an administrator.
  2. From the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Foundation > People > People, and then click Open.
  4. In the People form, search for the person.
  5. Select the person, and then click the Notifications tab.
  6. From the Notification Language list, choose the user's locale.
  7. Save your changes.

To enable or disable Smart IT notifications

  1. Log in to the BMC Remedy ITSM server as an AR System Administrator.
  2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
  3. Search for all records.
  4. Update the record for the module that you want to enable or disable.
    For example, set the Status field to Enabled or Disabled.
  5. Save the record.

Note

You also need to enable the following workflows or filters if the workflows are disabled in the OOTB system:

  • NTE:NPC:ChkNotificationMsgExist=Yes_016_GetNotifyPrefix
  • NTE:NPC:ChkNotificationMsgExist=Yes_017_CheckMsgExist
  • NTE:NPC:ChkNotificationMsgExist=Yes_018_SetNotifyPrefix

To create Smart IT notification settings by company

  1. Log in to the BMC Remedy ITSM server as an AR System Administrator.
  2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
  3. Create a new, company-specific record for the component you want to enable or disable:
    1. Specify the Company and Module Name.
    2. Set the Status field to Enabled or Disabled.
  4. Save the record.
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Comments

  1. Robert Radwanski

    "You also need to enable the following workflows or filters if the workflows are disabled in the OOTB system"

    What does that mean? Shoud these filters be ENABLED if we want to ENABLE SmartIT notifications?

    Feb 18, 2020 10:58
    1. Nilay Agambagis

      Hello Robert,

      Thanks a lot for your comment.

      I will communicate with the SME and will get back to you.

      Regards,

      Nilay Agambagis

      Feb 19, 2020 02:30
    1. Nilay Agambagis

      Hello Robert,

      As we mentioned in this topic, these filters need to be enabled if in case the filters are displayed disabled. These filters are Out-of-the-box filters.

      Regards,

      Nilay Agambagis

      Feb 20, 2020 04:01