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.

Configuring Smart Recorder to exclude customer and contact names from ticket title and description

While creating a ticket using Smart Recorder, when you identify a customer and contacts using the '@' symbol, the customer name and contact names are automatically included in the title and description of the ticket and in the customer and contact fields of the ticket. You can choose to exclude the customer name and contact names from the title and description by changing the default value of a configuration setting, which is a key value in the Smart IT (Smart IT) database. Excluding the names from the title and description ensures there is no redundant information on the tickets, and the searches based on ticket title do not include customer and contact names.

If you upgrade to Smart IT 2.0, and your AR version is 9.0 onward, 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:


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

If your AR version is below 9.0, the following configuration parameter is available on the CONFIGURATION_PARAMS database table. The details of this configuration setting are as follows:

Table nameCONFIGURATION_PARAMS
Key_nameshowNameInSmartRecorderCreateTicket
Access requirement

To change the value of showNameInSmartRecorderCreateTicket key, you must have modify permissions on the CONFIGURATION_PARAMS database table.

Value
  • (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.

Note

The maximum time required for the changes to reflect is 30 minutes, which is the cache time. If you want the changes to be reflected immediately, you must clear the Smart IT cache.

Related topics

Smart Recorder overview

Handling tickets dynamically with Smart Recorder

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Comments

  1. Sreekanth Gangavarapu

    Note that with Smart IT 2.0 all configuration changes are done via Centralized Configuration from AR Admin console.
    SmartIT 2.0 documentation still provides information related to versions 1.6 and below.
    Please correct this.

    Jan 12, 2018 02:51