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.

Configuration parameters for Smart IT



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.

Note

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:

Configuring search

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:

ParameterassetSearchQueryLimit
Parameter value

Minimum - 4

Maximum - 20

DescriptionBy 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.

ParameterskipWildcardInGlobalSearch
Parameter value

Default - True

Description

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.

ParametersmartRecorderSearchByCompany
Parameter value

Default - False

Description

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.

ParameterreversefirstNameLastName
Parameter value

Default - False

Description

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:

ParameterdisableSRDsWithActions
Parameter value

Default - True

Description

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.
Run the following SQL script. Ensure that you replace the tenant id with the correct tenant id for your instance. For example, '000000000000001'

INSERT INTO [SMARTITDB].CONFIGURATION_PARAMS
([TENANT_ID]
,[CREATE_DATE]
,[ID]
,[KEY_NAME]
,[MODIFIED_DATE]
,[VALUE])
VALUES
('<tenant id>’
,CURRENT_TIMESTAMP
,NEWID()
,'disableSRDsWithActions'
,CURRENT_TIMESTAMP
,'true')

On the CCS, you can disable collision management by using the following configuration property:

ParameterdisableCollisionManagement
Parameter value

Default - False

Description

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:

ParameterdisableImpactAnalysis
Parameter value

Default - False

Description

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.

ParameterfilePathToSaveTempKnowledgeArticleFile
Parameter value

JAVA_TMP_FILE_LOCATION

Description

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. 

Limiting the automated change collision detection

You can limit the number of CIs for which automated collision detection is triggered using the following configuration parameter:

ParameterautoTriggerChangeCollisionForCIsUpto
Parameter value

Default - 100

Description

This parameter enables the administrators to configure the number of CIs related to a change request for which automated collision detection is triggered. If the number of CIs related to a change request exceeds the value set for this parameter, automatic change collision detection should not be triggered.

Collision detection is disabled if this parameter is set to 0.

If this parameter contains an invalid value, this value is not considered and automatic change collision detection is triggered.

Other configuration parameters

Configuration parametersDefault valueDescription
assignmentSupportOrganizationChunkSize80Based on this parameter value, the information in the Support Organization field in the Update Assignment dialog box are populated.
affectedServiceRelationfalseTo display the Affected Service and Affected Asset information of an incident in the Related Items, set the value true.
dateTimeStylePropertyrelativeFor 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.
assignmentCompanyChunkSize80Based on this parameter value, the information in the Support Company field in the Update Assignment dialog box are populated.
assignmentSupportGroupChunkSize80Based on this parameter value, the information in the Support Group field in the Update Assignment dialog box are populated.
assignmentSupportPersonChunkSize80Based on this parameter value, the information in the Update Assignment dialog box are populated.
CustomizationTypeaheadLength3Based 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.
showNameInSmartRecorderCreateTickettrue

(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.

falseCustomer 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.

maxAllowedCiSearch0Based on this parameter the CI search is done while relating a CI to a change request.
templateSearchByAuthoringGroupfalseUsing 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.
kaAutoSaveExpirationTime

3600

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.
crossSectionStoragefalseThis is used for content Attachment of Knowledge Article. Smart IT has limitations for each knowledge section.
useOperatingCompanyfalseThis parameter defines which Business Services are presented in the 'Affected Service' field in Smart IT. For more information see #KA000081458.
ciRelationThreadCount10

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.
reportingServerAdminsiadminThis is the admin user for reporting which BMC provides while Smart IT installation.
reportingServerPasswordsiadmin

This is the password for reporting admin which BMC provides during reporting installation.

reportingServerCustomerNamebmcThis is the customer name that BMC provides duing onboarding process. 
ccServerHost

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. 
ccServerUser

Demo

This is the username to authenticate the AR server.

ccServerPasswordDemo or balnkThis is the password to authenticate the AR server.
ccServerPort0 or 46262Port on which the mentioned AR is working.
ccServerClusterid

The Custer ID is populated here if the AR is in cluster.

isExclude_TAG_and_CI_ID

false

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.

assetActionMaxThreadCount10The minimum number of threads to execute the Asset Actions are defined in this parameter.
cacheTimeoutAsset

30

This parameter is used for asset specific cache. 
useLeadingSearchForAssettrueThis parameter is used to control the way of searching Assets, for example, use leading search or search in between.
isHotfixApplied_ForPersonIdPermissionfalse

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/1This parameter defines the API version of BCM.
BCMLanguages

en_US:American;

de:Deutsch;

es:Espanol;

fr_FR:Francais;

it:American;

ja:American;

ko:American;

pt_BR:Brasilerio;

ru:American;

zh_CN:American;

iw_IL:American"

Note: This is a

continuous line.

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.
MaxLimitRelationships500Maximum 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.
affectedCISearchByAssetPeopleRelationfalse

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 for incident.

disabledSmartITApplicationsnoneThis configuration parameter is used to disable specific Smart IT applications. For more information, see Disabling application modules in Smart IT.
isCKEditorSourceEditablefalseWhile 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 for incident.
outageChangeManagerAssignmentfalse

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.
smartItCsp_script-src_0

'self' 'unsafe-eval'

'unsafe-inline'

Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.
locationSiteChunkSize40This parameter defines the site information size that is displayed in the Site related fields.
useSupportCompForStatsfalseTo 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.
UseLeadingSearchForPersontrueThis configuration parameter is used to decide wildcard(%) that is to be appended to people search text.

Configuration parameters available in SHARE:Application_Properties

Configuration parametersDefault valuesDescription
NameSmart_IT_MyIT_PatchThe 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.
allowGlobalSearchWildcardtrue

Smart IT search criteria accepts % wildcard if this parameter value is set to true.

useCognitivefalseTo 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 parametersDefault valuesDescription
googleMapsApiKey

To enable the Google Maps license, enter the API key. For more information see Enabling a maps license .

googleMapsApiClientId

To enable the Google Maps license, enter the license key. For more information see Enabling a maps license .

googleMapsClientEncryptionKey

(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 Enabling a maps license .



Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Shanky Gupta

    For the property skipWildcardInGlobalSearch, the default value set is True. If you set the value to False, then the wildcard search with a leading match will work. For example in the incident if you search for asset by providing a value %abc, it will show the results only if this field has a value False. However, in spite of this change, it will still not work in the global search.

    Apr 19, 2018 09:48
    1. Nilay Agambagis

      Hello Shanky,

      For Smart IT 2.0, the skipWildcardInGlobalSearch parameter is available in the SHARE:Application_Properties.

      Regards,

      Nilay

      Jul 26, 2018 04:34
  2. Shanky Gupta

    The value for the parameter assetSearchQueryLimit has to be updated in both the CCS console and SHARE:Application_Properties. Just doing the change on the CCS, doesn't enforce the change in Smart IT

    Jun 19, 2018 02:48
    1. Nilay Agambagis

      Hello Shanky,

      Thanks for your comment. The assetSearchQueryLimit is available in SHARE:Application_Properties.

      Regards,

      Nilay

      Jul 26, 2018 04:33