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.

Reviewing change requests, release tickets, and knowledge articles

In Smart IT, users with an approver functional role and appropriate permission can review change requests, release tickets, and knowledge articles. On the Universal Client (UC), Google Android, and Apple iOS devices, primary approvers, alternate approvers, and ad-hoc approvers can review tickets and articles assigned to them.

Before you begin

To efficiently conduct reviews in Smart IT, the administrator must configure review settings in BMC Remedy IT Service Management (BMC Remedy ITSM). For details, see Configuring ticket review.

How approvers are notified about reviews

After the ticket or article is submitted for review, as its approver, you are notified about the review in the following ways:

  • (All platforms) An email notification is sent to you.
  • (iOS and Android only) A push notification is sent to you.

You can then search for tickets and articles that require your approval by using filters on the Ticket Console and Knowledge Console. For example, to search for change requests awaiting your review, you can specify these filters:

  • Ticket type—Change
  • To be approved by—Me
  • Approval status—Change Awaiting Approval

Note

These filters are available only for change requests and knowledge articles.

To view details of other approvers

When you open a ticket that you have to review, an approval banner is displayed on the ticket.

On the banner, click Show approvers to access the Approval List pane. On that pane, you can view the details of other approvers, and any reviews they have provided for the ticket or article. The Open tab displays details of those approvers who have not reviewed the ticket or article, or have kept it on hold. The Open tab also indicates mandatory and optional reviewers. The Closed tab displays details of the approvers who have approved the ticket or article. 

Reviewing tickets and articles

At a minimum, an approver must have permission to access and view tickets and articles in Smart IT. Otherwise, approvers can review tickets and articles in Approval Central or provide email-based approvals. In BMC Remedy ITSM, if the administrator has enabled password authentication for the review phase, then you must enter your Smart IT password to authenticate yourself.

  1. Open the ticket or article that is assigned to you for review.
    It is displayed with a banner containing options to approve, reject, or keep it on hold, and an option to view review details.
  2. Depending on the platform, perform the appropriate step to refresh the ticket or article:
    • (UC) Click the Refresh icon.
    • (Mobile) Pull down the ticket screen.
  3. Based on your review, click the appropriate button on the banner.
  4. Authenticate yourself as the reviewer.

    To authenticate yourself if BMC Remedy Single Sign-On is not integrated with Smart IT, follow these steps:

    1. Enter your Smart IT login password in the Login password field.
    2. Provide a reason for your review.
    3. Submit your review.

    To authenticate yourself if BMC Remedy Single Sign-On is integrated with Smart IT, follow these steps:

    1. Provide a reason for your review.
    2. Submit your review.
      You are directed to BMC Remedy Single Sign-On login page.
    3. Enter your Smart IT login credentials to authenticate yourself.

After authenticating the approver, the system accepts the review.

Depending on the approver's review, the following situations can happen to tickets and articles: 

Ticket typeIf approvedIf rejectedIf on hold
Change requestMoves to the next level.Moves to the status that is configured in BMC Remedy ITSM.Remains on hold. Other approvers can review it.
ReleaseChanges to In progress for that milestone.Rejected. You can restart that phase on the release profile.Remains on hold. Other approvers can review it.
Knowledge articleGets published.Moves to the draft status, or to the status that is configured in BMC Remedy ITSM. It will again go through the lifecycle for possible improvements.Remains in the publish approval state. Other approvers can review it.
Was this page helpful? Yes No Submitting... Thank you

Comments