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.

Disabling application modules in Smart IT

This topic was edited by a BMC Contributor and has not been approved.  More information.

You can disable or enable application modules in Smart IT based on your organization's requirement. For example, you can disable Service Request Management if your organization does not use it. 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).

The following video explains the procedure to disable an application module in Smart IT:

https://youtu.be/dtB9iYbGRL4

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).

Known Error is a sub-set of Problem Investigation. In order to disable Known Error, you need to disable Problem Investigation. You can disable or enable the following application modules in Smart IT:

  • Service Request
  • Work Order
  • Change Request
  • Problem Investigation
  • Known Error
  • Release Request

You cannot disable the following application modules:

  • Incident
  • Assets
  • Knowledge

You cannot disable or enable the following application modules as these are not individual entities:

  • Task
  • Activity
  • Broadcasts

You can disable application modules for a specific tenant instance, or for the default tenant if multitenancy is not enabled. You can re-enable an application if you choose to begin using it at another time. Disabling an application in Smart IT does not affect the application in BMC Remedy IT Service Management (BMC Remedy ITSM).

How does the UI change when an application is disabled?

When you disable an application in Smart IT, the following areas are affected:

  • Create and edit tickets—Users cannot create or update tickets for the application
  • Ticket Console—Tickets and related filters for the application do not appear in the Ticket Console
  • Global search—Tickets for the application do not appear in global search results

In addition, when you disable Change Management in Smart IT, the following functional areas are disabled:

  • Collision management, including the change calendar
  • Impact analysis

These UI changes take effect the next time users log in to Smart IT.

What about related tickets, updates, and notifications?

Tickets that belong to a disabled application continue to appear in the following areas of the UI:

  • Related Items in ticket details—For example, if Change Management is disabled, a change request that is related to an incident can still appear as a Related Item in incident details.
  • Updates feed—For example, if Work Order Management is disabled and a user is assigned to a work order, the user receives updates about the work order.

 Users also continue to receive notifications from the application. If you try to open a ticket for a disabled applicationfor example, from Related Items or UpdatesSmart IT displays an error message.


To clear the Smart IT cache

From the Smart IT installation directory/tenant-config directory on each of the Smart IT servers in the cluster, issue the following command:

../java -jar ../tenant-config-<version>-jar-with-dependencies.jar -server server/ux -username username -password password -tenantName tenant_ID clearSmartITDisabledApplicationsCache

The following table describes the parameters for the command:

ParameterDescription
serverThe fully qualified domain name of the Smart IT server; for example, http://server1.ourdomain.com:80
username

The BMC Remedy Action Request System (BMC Remedy AR System) administrator username

Note: This user must belong to the BMC Digital Workplace Administrator group.

passwordThe BMC Remedy AR System administrator password
tenant_ID

The tenant ID; for example, 000000000000001 (the default), 000000000000002, and so on.

In a single tenant environment, use 000000000000001.

Example

/opt/bmc/jre8/jdk1.8.0_45/jre/bin/java -jar /opt/bmc/MyIT/Smart_IT_MyIT/tenant-config/tenant-config-3.2.00.000-jar-with-dependencies.jar -server http://123.456.789.000/ux -username admin01 -password pwadmin01 -tenantName 000000000000001 clearSmartITDisabledApplicationsCache

Users must log in again to see the changes in Smart IT.

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Comments

  1. Tosho Zaprianov

    Which is the keyword to specify how to disable a specific module?

    Apr 20, 2018 01:51