This documentation supports the 2.0 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

2.0.00 enhancements

This topic contains information about the new features and enhancements in version 2.0.00 of Remedy with Smart IT (Smart IT).


Tip

For information about issues corrected in this release, see Known and corrected issues.

Enhanced customization capabilities

Smart IT 2.0 offers several customization capabilities to the Administrator. Smart IT views can be configured in the following ways:

Configure the layout of ticket profile

Prior to 2.0, the custom fields that you added were placed at the bottom of the ticket profile. With the screen configuration enhancements you can add them to the section you want. To enable you to do so, the sections are categorized and you can add custom fields in any sections or subsections. For example, in the Incident View, the Record section consists of Affected Service, Affected Asset, Record Summary and Categorization subsections. You can move field with these subsections or to another sections of the Incident view such as the Assignment section.

Configure the title bar of Incident and change request ticket profile

You can configure the title bar of incident and change request ticket profiles to add fields and widgets that best suit your business needs. You can add custom fields, and set their field properties.

Update the property of fields

Previously, you could set field properties, such as required or hide, but the property was static. Now you can:

  • Make fields read-write or read-only
  • Make fields visible or hidden
  • Make fields mandatory or optional
  • Set field absolute values and set field values derived from other data attributes and/or system keywords.

You can also add expressions to the fields. Expressions help you define conditions based on which the system can make a field required or hidden. For example, if an incident is in In Progress status, and its assignee is Mary, then make the field Incident Time required.

For more information, see the Updating the property of fields section in Adding custom fields to your views using Smart IT.

Improved Incident and Change request views to create, view, and edit tickets

Incident and Change request views now have additional views—Create Incident View and Create Change View. These views enable you to configure the incident and change request profiles when you are creating tickets. You can specify fields that are required only during ticket creation, you can specify the property of all fields, and place the fields in the appropriate sections.

The Incident View and Change View enable you to configure the profile when you view and edit the tickets.


Remove a widget and replace some or all of its fields on the form as individual fields

Widgets are provided by BMC as part of the Smart IT form design, and may contain additional UX elements, such as avatar pictures, or may concatenate multiple fields, such as 3-tier categorizations, so that they are presented as a single field. You can remove existing fields and widgets and place them in the desired section of the ticket view.

For more information about enhanced customization capabilities, see Adding custom fields to your views using Smart IT.

Add custom fields to the Type-Specific Area of Asset View

Prior to 2.0, you could add custom fields to the Type-Specific Area of an Asset View by using the CMDB synchronizing process. Now you can also add custom fields to the Type-Specific Area of an Asset View by using Remedy Action Request System forms if the custom fields are not part of CMDB data model but managed by Asset Management.

For more information, see Adding custom fields to the Asset View.

Enhancement in provider action

Prior to 2.0, you could add provider action at the global level. Now you can add a provider action at the field level. You can also configure the provider action so that the specific ticket attached to it opens in edit mode and the users can execute the action from the specific field indicated by a button in their configuration. You can map input and output fields in Smart IT by using Remedy Action Request System templates while configuring a provider action.

For more information, see Configuring actions in Smart IT.

Ticket Console enhancements

You can configure columns in Ticket Console to add additional custom columns. The filtering option has been enhanced. You can also add selection values to the selection fields. You can migrate your configuration information using the ticket console migration utility.

Improved filters for multiple selection

Prior to 2.0, for any of the three Consoles when you select a filter the system immediately starts searching for it and the filters are not available for selection until the result is displayed. To select another filter, you had to wait until the result is displayed. Selecting multiple filters was time consuming. With the Console enhancements, to search for specific tickets, you can select multiple filters and click Apply. The system displays the result on the Console according to the filters you have specified.

Add custom columns to the Ticket Console

You can now add additional custom columns to Ticket Console by using Remedy Action Request System forms and Remedy ITSM forms. You can add columns to the list of columns available in the Change and Order Columns section of Smart IT. You can make the added columns visible to all users with permissions to it. When you add a column in a ticket console, the column is displayed as an option to filter in that ticket console.

For more information, see Configuring columns in Ticket Console.

Global search enhancements

When you perform a global search, you can select a target area from a list, and enter the search criteria. The system searches for the value that you entered in the target area that you specified, and displays the search result.

For more information, see Searching for tickets, assets, resources, and people in Smart IT.

Smart Recorder search enhancement

When creating tickets in Smart Recorder, you can now quickly search for customer, contact, and asset by specifying the company to which they belong. To do so, you must first enter the Hash symbol (#) followed by the company name, and then enter the At symbol (@) followed by the asset or person name.

Fo more information, see How the Smart Recorder search works.

Additional configuration parameters

You can now configure the parameter assetSearchQueryLimit to specify the number of assets shown in the search result. When performing global search you can skip the use of wildcard % at the beginning of the search value. To do so, configure the parameter skipWildcardInGlobalSearch and set it True.

For more information, see Configuration parameters for Smart IT.

Smart IT customization transfer

You can package and transfer Smart IT screen configuration customizations and screen-level action information from a source computer to a destination computer by using the BMC Remedy Deployment Application. For example, you can configure Smart IT screens and screen level actions, like the Provider Action, on your test computer and then transfer the configuration data to a production computer. 

For more information, see Packaging and deploying Smart IT customization and definitions.

Centralized Configuration (CCS)

Centralized configuration not only simplifies the management of configuration data, but also simplifies the sharing of configuration settings across servers. Also, because configuration data is stored directly in the database, the data is more secure.

For more information, see Using Centralized configuration (CCS).

Auto-categorize tickets by using BMC Cognitive Service Management

Remedy with Smart IT 2.0 offers capability to auto-categorize the tickets by using BMC Cognitive Service Management. BMC Cognitive Service Management trains the system to analyze the data entered on the tickets and then help the user to categorize the tickets by providing suggestions for categorization. This helps to reduce business costs incurred due to the incorrect categorization of the tickets and also accelerates the time required to resolve tickets resulting in increased customer satisfaction.

The cognitive service is configured and the training data is generated in BMC Remedy ITSM. Remedy with Smart IT version 2.0 uses the trained data to help users categorize the tickets based on the data entered on the tickets.

For information about how BMC Cognitive Service Management works, see BMC Helix Cognitive Automation.

To configure the cognitive service and understand and generate the training data, see:

  • Configuring BMC Cognitive Service Management
  • Training data for BMC Cognitive Service Management
  • Generating training data for BMC Cognitive Service Management

For more information on categorization, see Categorization.

What's changed in this release

Smart IT 2.0.00 has introduced the following significant changes in the product behaviour:

Enhancement Product behaviour in versions earlier than 2.0.00 Product behaviour in version 2.0.00
Single Edit mode To edit multiple fields of a ticket, you need to click multiple edit buttons. You can click single edit button to edit all fields in a ticket.
Provider Action You can include a provider action at the global level. You can include a provider action at a specific field for change and incident tickets.
Google map widget The Google map widget is static. The Google map widget is dynamic.
Alert message If you remove a system required field, you get error while saving the view. You get an alert message if you remove a system required field. The screen continues to display the inactive mark untill you add the system required fields again.
Configuration parameters The configuration parameters are saved in SHARE:Application_Properties and in database. The configuration parameters are saved in Centralized configuration (CCS).
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