Configuration data is stored in the centralized configuration forms. 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 .
If you upgrade to Smart 2.0, the configuration parameters are available in the Centralized configuration (CCS). From Smart IT 2.0 onward, change the value of a property in the CCS form to reflect it in Smart IT.
If you have AR 18.05, then the Component name will be *.
You can migrate your existing data from the previous versions of Smart IT to Smart IT 2.0 using the migration utilities of Smart IT 2.0. For more information, see Migrating Smart IT customization and configuration. Some configuration parameters can only be configured on SHARE:Application_Properties form and on the database. Click the following links to view those configuration parameters:
- Configuration parameters available in SHARE:Application_Properties
- Configuration parameters available in database
On the SHARE:Application_Properties, you can configure the number of assets that are displayed in the search result when the service desk agents search for assets on the Smart Recorder. To do so, configure the following parameter:
Minimum - 4
Maximum - 20
|Description||By default, 4 assets are displayed. If you specify a number greater than 20 or smaller than 4, then the system defaults to 4 assets. If the available result is less than 4, then only the valid available result is displayed.|
On the SHARE:Application_Properties, you can configure the global search to skip the use of wildcard % at the beginning of the search value.
Default - True
If the parameter is set to true, then the wildcard search by adding % at the beginning of the search value is not supported. If you enter % at the beginning of the search value, the system automatically removes the % and displays the search result according to the value that you entered. This avoids generating long-running searches, reduces the time required to display the search result, and provides good user experience. For example, if you enter %mail then the system automatically removes % and displays the result for the keyword mail.
If you set the parameter to false, the system displays the search result with the % wildcard. For example, you enter %mail in the search box. The system displays the search result with any text that has the text mail in it such as, email and gmail.
You must note that you can add wildcard in the middle or end of the search key word. For example, you enter Email ser% is down. the system displays result that has words such as server, service, and so on. If you enter Email %vice is down in the search box. The system displays results that has words such as service, device, and so on.
On the Share:Application Properties form, you can specify the parameter to enable the service desk agents to search for assets and people on the basis of the #company accelerator when creating tickets in Smart Recorder.
Default - False
If the parameter is set to True, when creating tickets in Smart Recorder the service desk agents can search for assets and people on the basis of the #company accelerator.
If the parameter is set to False, when creating tickets in Smart Recorder people and asset is searched in context of the company to which the logged in service desk agent has access.
For details see, How the Smart Recorder search works
On the CCS, you can configure the parameter to search for people by using their last name first name along with first name last name.
Default - False
This parameter is used for searching with last name first name along with first name last name. By default value is False. You can change it to True if you want to search with lastname firstname. True will add additional clause in the query to search by lastname firstname along with the firstname lastname.
Disabling Smart IT features and modules
You can disable Smart IT features and modules that are not needed for your business. To do so, you can configure the following parameters:
Default - True
This parameter is not available as an out-of-the-box parameter in Smart IT. You can configure it in the CONFIGURATION_PARAMS table in the MyIT Database.
Smart IT does not support Service Request Definition (SRD) with Action. If you specify the value of this parameter to True, the system disables the display of SRDs that use actions so such SRDs are not displayed in the Smart Recorder.
If you specify the value of this parameter to False, the system enables the display of SRDs that use actions. Because Smart IT does not support SRD that use actions, the actions will not be available for such SRDs in Smart IT.
To add the parameter to the database, add a row in the CONFIGURATION PARAMS table.
INSERT INTO [SMARTITDB].CONFIGURATION_PARAMS
On the CCS, you can disable collision management by using the following configuration property:
Default - False
The parameter applies to the Change Coordinator/Manager persona. It is used to determine if the user can manage the collision status of change requests that are in collision (when two change requests have one or more of the same related Configuration Items (CIs), and have overlapping scheduled dates). When the parameter is changed to True, the collision management capabilities are disabled for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in Smart IT.
On the CCS, you can disable impact analysis by using the following configuration property:
Default - False
Applies to the Change Coordinator/Manager persona. Used to determine if the user can analyze the impact of a Change Request and act on those impacts. An Impact Analysis can be run and analyzed to determine which Configuration Items (CIs) are impacted by the change and those impacted CIs can be related to the Change Request. A value of true will disable the Impact Analysis capabilities for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in Smart IT.
Saving knowledge article PDFs
IT agents can share knowledge artilces with customers and internal team. The system converts the articles as PDF files. As an administrator, on the CCS you must confire the temporary path to save the PDF file.
This parameter allows you to configure the Java temp location. The temporary PDF files of knowledge articles are stored at this location. The PDFs are then emailed to customers.
To send a knowledge article, you need Read/Write permissions to the folder that maintains the temporary PDF files generated during PDF conversion at the Smart IT server. The default path is Java temp location. You must either provide permission to the folder, or configure the location by using this parameter.
The administrator must periodically clean this folder.
Other configuration parameters
|Configuration parameters||Default value||Description|
|assignmentSupportOrganizationChunkSize||80||Based on this parameter value, the information in the Support Organization field in the Update Assignment dialog box are populated.|
|affectedServiceRelation||false||To display the Affected Service and Affected Asset information of an incident in the Related Items, set the value true.|
|dateTimeStyleProperty||relative||For mobile devices, the date and time format depends on the settings specified in the device. For universal client, the date and time is displayed based on the date and time format of the browser locale. By default, Smart IT supports date in English locale, and follows the US date format, mmm dd, yyyy and 12 hour time format. For more information, see Date and time display format.|
|assignmentCompanyChunkSize||80||Based on this parameter value, the information in the Support Company field in the Update Assignment dialog box are populated.|
|assignmentSupportGroupChunkSize||80||Based on this parameter value, the information in the Support Group field in the Update Assignment dialog box are populated.|
|assignmentSupportPersonChunkSize||80||Based on this parameter value, the information in the Update Assignment dialog box are populated.|
|CustomizationTypeaheadLength||3||Based on this parameter, Smart IT starts searching for information for the fields. For example, on Smart Recorder, the searching for information starts after typing 3 characters as the default value is set 3 for this parameter.|
(Default value) true—Customer name and contact name are included in the title and description, and in the customer and contact fields of the ticket.
The functionality works as follows:
>If you create a custom ticket, the customer and contact names appear in the title and description when you save the ticket.
>If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names appear in the title and description, when you save the ticket.
false—Customer name and contact name are excluded from the title and description. In this case, although the names do not appear in the title and description, they are added to the customer and contact fields of the ticket. Also, if you delete the ticket summary text, the customer name and contact names continue to remain selected in the customer and contact fields.
The functionality works as follows:
>If you create a custom ticket, the customer name and contact name do not appear in the title or description when you save the ticket.
>If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names do not appear in the title or description, when you save the ticket.
|maxAllowedCiSearch||0||Based on this parameter the CI search is done while relating a CI to a change request.|
|templateSearchByAuthoringGroup||false||Using this property, instead of going through a long list of templates, you can select the appropriate template quickly from the filtered list of templates that belong to your support group.|
|Decide on the expiration time of auto-saved article. If the copy exists for the time greater than 3600 seconds or 1 hr then this copy is skipped. It is latter cleaned by spring cron task.|
|crossSectionStorage||false||This is used for content Attachment of Knowledge Article. Smart IT has limitations for each knowledge section.|
|useOperatingCompany||false||This parameter defines which Business Services are presented in the 'Affected Service' field in Smart IT. For more information see #KA000081458.|
This parameter defines the minimum number of threads to Create CI relationship with Change.
|reportingServerURL||This is the URL on which the URL reports, for example, http://clm-pun-xx-xxx:8181/reporting.|
|reportingServerAdmin||siadmin||This is the admin user for reporting which BMC provides while Smart IT installation.|
This is the password for reporting admin which BMC provides during reporting installation.
|reportingServerCustomerName||bmc||This is the customer name that BMC provides duing onboarding process.|
host name of
the OS server
|This is the host name where the AR is located. This helps the reporting configuration to get in css form of that AR. This helps to access that AR’s ccs form.|
This is the username to authenticate the AR server.
|ccServerPassword||Demo or balnk||This is the password to authenticate the AR server.|
|ccServerPort||0 or 46262||Port on which the mentioned AR is working.|
The Custer ID is populated here if the AR is in cluster.
While creating tickets user can select affected assets and affected business services. Search is performed on the Product name, CI name, Serial number, TAG, and CI ID. This parameter controls the search of asset or service in TAG and CI ID fields. If the parameter is set as true, the search is not done on TAG and CI ID fields.
|assetActionMaxThreadCount||10||The minimum number of threads to execute the Asset Actions are defined in this parameter.|
|This parameter is used for asset specific cache.|
|useLeadingSearchForAsset||true||This parameter is used to control the way of searching Assets, for example, use leading search or search in between.|
This configuration parameter is set to true if ITSM hotfix for SW00504070 is applied. If it is not applied (false) the person Id is not populated while creating person record. ITSM 9.1.01 onwards, the version is checked and the field is populated without checking configuration.
|BCMApiVersion||/api/1||This parameter defines the API version of BCM.|
Note: This is a
|This parameters defines the languates that are used in BCM.|
|BCMServerUrl||URL for BCM to which it is redirected when it is called from its integrated application.|
|MaxLimitRelationships||500||Maximum limit of relating items to the ticket are defined in this parameter. This configuration parameter is applied to display the Relations in the UI. This parameter is not applied when you select or add the relations. If you add more relation, you can only view the number of relations defined in this configuration parameter.|
Assets and services that are affected due to the reported incident, or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident.
Suppose, Asset1 and Business service1 belongs to Company A and Asset2 and Business service2 belongs to Company B.
Now, If the affectedCISearchByAssetPeopleRelation property is set to False, when user creates or edits an incident where user is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset1 and Business service1.
If the affectedCISearchByAssetPeopleRelation property is set to True, when user creates or edits an incident where user is the affected customer, in the Affected Asset and Affected Service field, the search result displays only Asset1 and Business service1 and Business service2.
For more information, see Configuring affected assets and affected services on incident.
|disabledSmartITApplications||none||This configuration parameter is used to disable specific Smart IT applications. For more information, see Disabling application modules in Smart IT.|
|isCKEditorSourceEditable||false||While configuring source editing for knowledge articles, if you want to enable source editing (not recommended), you must open the isCKEditorSourceEditable property and change its value from false to true. For more information, see Configuring affected assets and affected services on incident.|
Smart IT assigns the outage to the change manager if this parameter is set to true.
|smartItCsp_connect-src_0||'self'||Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.|
|smartItCsp_object-src_0||'self' blob:||Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.|
|Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.|
|locationSiteChunkSize||40||This parameter defines the site information size that is displayed in the Site related fields.|
|useSupportCompForStats||false||To generate the Dashboard Statistics (Backlog, Open tickets and KPI’s) based on the Consulting Support Company, set the value to true. By default the value is set to false and the Dashboard Statistics are generated based on the Customer/Contact/Support Group.|
|UseLeadingSearchForPerson||true||This configuration parameter is used to decide wildcard(%) that is to be appended to people search text.|
Configuration parameters available in SHARE:Application_Properties
|Configuration parameters||Default values||Description|
|Name||Smart_IT_MyIT_Patch||The current version name of Smart IT. The default value is taken while installing Smart IT.|
|Version||The current version of Smart IT. The default value is taken while installing Smart IT.|
Smart IT search criteria accepts % wildcard if this parameter value is set to true.
|useCognitive||false||To use the cognitive service set useCognitive value to true in the AR System Configuration Generic UI form's Component List.|
|cognitiveConfidenceThreshold||Customer confidence level is defined in this parameter. Recommendation is received in Smart IT UI if the value meets the expected confidence level defined in this parameter.|
Configuration parameters available in database
|Configuration parameters||Default values||Description|
To enable the Google Maps license, enter the API key. For more information see .
To enable the Google Maps license, enter the license key. For more information see .
(Optional) Your welcome letter from Google includes a cryptographic signing key, which you can use to generate unique signatures for your web service requests. For more information see .