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.

Additional information on the customization and configuration data migration

  • Click the following link to see the panels that were present in the earlier versions of Smart IT and are now mapped in Smart IT 2.0:

     Panel mapping details
    Data SourceType

    Smart IT Panel names

    in preceding version (For example 1.6)

    Smart IT 2.0 Panel names
    IncidentView

    incidentDetailsScreen.customerCard
    incidentDetailsScreen.recordSummary
    incidentDetailsScreen.categorization
    incidentDetailsScreen.assignment
    incidentDetailsScreen.additionalInfo

    customerNameDetails
    customerContactDetails
    customerSiteDetails
    contactNameDetails
    contactContactDetails
    affectedServiceSection
    affectedAssetSection
    recordSummary
    categorization
    assignmentSectionName
    assignmentSectionGroupDetails
    additionalData

    IncidentCreate

    incidentDetailsScreen.customerCard
    incidentDetailsScreen.recordSummary
    incidentDetailsScreen.categorization
    incidentDetailsScreen.assignment
    incidentDetailsScreen.additionalInfo

    summaryPanel
    titleBarPanel
    statusBarPanel
    requestedForNameDetails
    requestedForContactDetails
    affectedServiceSection
    changeReasonPanel
    recordSummaryPanel
    changeLocationPanel
    categorization
    impactedAreasPanel
    scheduledDatesSection
    actualDatesSection
    targetDateSection
    riskPanel
    additionalData

    ChangeCreate

    changeRequestScreen.basics
    changeRequestScreen.risks
    changeRequestScreen.dates

    recordSummary
    priorityDetails
    requestedForNameDetails
    affectedServiceSection
    changeClassPanel
    changeLocationPanel
    categorization
    changeCoordinatorSectionName
    supportGroupDetails
    changeManagerSection
    managerSupportGroupDetails
    impactedAreasPanel
    additionalData
    scheduledDatesSection
    actualDatesSection
    targetDateSection
    riskPanel

  • Fields that were part of the customization in the previous Smart IT version (For example, Smart IT 1.6), will not be migrated to Smart IT 2.0 as these are the part of OOTB fields. Click the following links to see the fields:

     Incident ticket fields
    • resolution
    • siteGroup
    • supportGroups
    • locationCompany
    • site
    • contactOrganization
    • resProductName
    • resProductModelVersion
    • region
    • contactFirstName
    • contactEmail
    • contactLastName
     Change ticket fields
    • contactCompany
    • requestedByCompany
    • targetDate


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