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.


BMC

Remedy with Smart IT 19.11

All versions
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 24 Mar

Learn what’s new or changed for Remedy with Smart IT 19.11, including new features, urgent issues, documentation updates, and fixes or patches.

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Related topics

Known and corrected issues

Support information

Remedy IT Service Management Suite 19.11 release notes

Date

Title

Summary

November 22, 2019

19.11 enhancements

Enhancements available in this release:

  • Introduction of a search box in the Ticket Console for a quick ticket search
  • Ability to control the default date range in Ticket Console
  • Ability to create a ticket in a quick way by using Smart Recorder
  • Enhancements in the asset search
  • Ability to open a ticket by using the display ID in the URL


Getting started

 

Using

 

As an end user, access and navigate the Smart IT interface.

Administering

 

As an administrator, manage access to tickets and resources, configure actions in Smart IT, and perform centralized configuration.

Integrating

 

As an administrator, set up integrations with BMC Digital Workplace Catalog service request and BMC Client Management.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Planning

 

(On-premises only) Plan an installation or upgrade based on recommended deployment architecture, best practices, sizing, and system requirements.

Installing

 

(On-premises only) Install and perform initial system configuration.

Upgrading

 

(On-premises only) Upgrade based on the latest system requirements and software.
PDFs

 

   
FAQs and additional resources

 

This topic provides information that supplements the Remedy with Smart IT documentation. 

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 Overview of ticket creation.

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.

 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

  1. 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
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


 

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:

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Last modified by Nilay Agambagis on Nov 27, 2019
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Comments

  1. Surabhee Kulkarni

    Hello,

    Is this the Smart IT 19.11 wiki space?

    Thanks and regards, Surabhee

    Jan 15, 2020 01:01
    1. Nilay Agambagis

      Hello Surabhee,

      Thanks a lot for your comment.

      Yes, this is the wiki documentation space of Smart IT.

      Regards,

      Nilay Agambagis

      Jan 15, 2020 01:19
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