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.

Setting up Smart IT on Apple Watch

You can choose to sync the Smart IT app with your Apple Watch compatible iPhone to receive notifications and view a Glance of important information. You can also view and reassign tickets belonging to you or your group by using the Smart IT Apple Watch app. 

Smart IT Apple Watch app overview

The Smart IT Apple Watch app includes the following functionality:

  • Activity display—This display shows your personal and time-sensitive activity items for the last 24 hours, such as SLA alerts and activity notes that included you in an @ mention. You can tap on an activity to display more details.
  • Ticket display—This display shows a list of time-sensitive tickets, with a visual display of the time remaining to resolve a ticket. You can choose a filter to show your tickets, or tickets assigned to your group. You can tap a ticket to view a summary of ticket details, and then reassign the ticket to another agent within the same support group. 
  • Handoff—When you view full details of a ticket, Apple Watch handoff functionality becomes available, so that you manage the ticket on your iPhone. For more information, see the Basics section of the Apple Watch User Guide.

The Smart IT Glance allows you to view important information without opening Smart IT on your iPhone. The Smart IT Glance shows:

  • The number of tickets assigned to you or your group.
  • The ticket number of the next ticket due, and the amount of time until the next target date.
  • The number of activity items in which you were @ mentioned in the last 24 hours.

The Smart IT notifications displayed on your Apple Watch are the same as those shown on your iPhone. Notifications appear on the Apple Watch only when you are logged in to Smart IT on your iPhone, and your iPhone is locked. Otherwise, notifications only appear on your iPhone. 

Before you begin

  • Make sure your Apple Watch is paired with your iPhone. For more information, see Set up your Apple Watch on the Apple Support site.
  • Install the Smart IT iOS client on your iPhone from the location provided by your administrator. The Smart IT app that is available in the Apple App Store is for connection to the BMC trial environment only. For more information, see Deploying Smart IT to your users.

Syncing the Smart IT app with your Apple Watch

Use this procedure to install the Smart IT Apple Watch app on your Apple Watch.

  1. From your iPhone, tap the Apple Watch app to open My Watch.
  2. Scroll to the Smart IT app and tap it.
  3. Turn on Show App on Apple Watch.

Enabling or disabling the Smart IT Glance

The Smart IT Glance is not enabled by default. To enable the Glance, the Smart IT app must be synced with your Apple Watch.

  1. From your iPhone, tap the Apple Watch app to open My Watch.
  2. Scroll to the Smart IT app and tap it.

  3. Turn on (or turn off) Show in Glances

Enabling or disabling Smart IT Apple Watch notifications

Notifications are enabled by default.

  1. Log in to Smart IT on your iPhone.
  2. Tap the Apple Watch app on your iPhone to open My Watch.
  3. Tap Notifications.
  4. Scroll to the Mirror iPhone Alerts From list.
  5. Locate the Smart IT app, and turn off (or turn on) the notifications.

Uninstalling the Smart IT Apple Watch app from your Apple Watch

  1. From your iPhone, tap the Apple Watch app to open My Watch.
  2. Scroll to the Smart IT app and tap it.
  3. Turn off Show App on Apple Watch.
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