20.02 enhancements
This section contains information about enhancements in version 20.02 of Remedy with Smart IT.
The feature enhancements delivered in 19.11 BMC Helix ITSM (SaaS-only) release are also available in the Remedy 20.02 release.
Remedy with Smart IT enhancements
The following sections provide information about the enhancements in this release of Remedy with Smart IT.
Enhancement to display the latest published knowledge articles
As an administrator, you can configure the application to open the latest published version of a knowledge article. When end users click the knowledge article link that is inserted within a knowledge article by using the Link Knowledge Article option 
, the latest published version of the knowledge article is displayed. In previous versions of Smart IT, such links open the latest version of the knowledge article, even if it is in Draft status.
To enable this feature, showPublishedLinkedArticle configuration parameter has been introduced in the Centralized configuration. To get this feature, the administrators need to set the configuration parameter value to true in the Centralized configuration. By default this configuration parameter is set to false and the behavior remains same as it is in the previous versions.
Ability to view the latest created tickets in a pinned knowledge article at the top of the list
When you view a Knowledge Article, in the Tickets Using this Article panel, the latest created tickets appear at the top of the list. In earlier versions of Smart IT, the latest created tickets appear at the bottom of the list.
Managing security incidents
You can create and manage security incidents with a unique incident type. With a subscription to Helix Multi-Cloud Service Management 20.02, you can automatically create incidents in Remedy IT Service Management from offenses generated in IBM QRadar SIEM. You can manage these security incidents by using the Ticket Console in Remedy Smart IT. You can also filter and auto assign incidents to the security team.
For more information, see Managing and tracking security incidents and Configuring settings for managing security incidents.
Enhancement in the Release Management ticket
In a Release ticket, when you create an activity by using the Activity From Scratch option, Summary, Description, Priority and Location fields are displayed based on the information given in the Release ticket. In the earlier versions, these fields are displayed blank.
Ability to search for relevant help content within the Smart IT UI
You can search the online documentation from the Self-Help tab and see the related help content from the Smart IT UI itself.
Removal of bundled Tomcat from the Smart IT installer
Tomcat is no longer included with the Smart IT installer. You must use an existing Tomcat server while installing or upgrading Smart IT to version 20.02.
As a result of this, for a fresh installation of Smart IT 20.02, from the User Inputs screen, the option Install Tomcat server has been removed. While installing or upgrading to Smart IT 20.02, you must specify your Tomcat server details in the User Inputs > Specify Installed/Existing Tomcat folder section. While uninstalling Smart IT 20.02, you do not get the option Uninstall Tomcat.
For more information on installing and upgrading steps, see Installing and Upgrading section.
(Version 19.11 and later) Introduction of a search box in the Ticket Console for aquick ticket search
As a service desk agent, you get an additional and quicker ticket search capability in Ticket Console. After adding the filters in Ticket Console, you can narrow down the search result further by entering a keyword in a newly-introduced search box. You need to press Enter after inserting your keyword. The keyword is highlighted in the search result. The keyword search is done on the Summary, Description, and Display ID columns.
For more information, see Managing your work in Smart IT consoles.
(Version 19.11 and later) Ability to control the default date range in Ticket Console
You can modify the default date range of Ticket Console. By default, the Ticket Console search result displays information for the last 30 days. The date range that you set, is displayed when you open the Ticket Console, as shown in the following image. You can modify this date range by configuring restrictConsoleResultForNoOfDays parameter in Centralized configuration. For more information, see Centralized configuration.
(Version 19.11 and later) Ability to create a ticket in a quick way by using Smart Recorder
You can create a ticket faster and directly from the Smart Recorder Home page. You no longer need to use the draft screen, click the Confirm+Save button, and use the profile view screen of the ticket. After creating a ticket in this mode, the Smart Recorder home screen is displayed to create another ticket. The ticket ID of the previously created ticket is also displayed on this page. For you to use this feature, in Centralized configuration, your administrator must set QuickTicketCreateEnabled parameter to true.
(Version 19.11 and later) Enhancements in the asset search
Asset search capability in the following areas has been enhanced so that the search results are displayed faster:
- Asset search in Smart Recorder
- Mentioning of an asset with @<asset> in the Activity tab
- Asset search in the Affected Asset field of the incident, problem investigation, and known error tickets
- Asset search in the Related Items field
- Global search of asset by selecting All or Asset option
- Relating CI while creating change request
(Version 19.11 and later) Ability to open an item in the Ticket, Asset, or Knowledge console in a new browser tab
In the Smart IT Universal client, when you click an item in the Ticket, Asset or Knowledge console with the Shift key pressed, the details of that ticket, asset, or knowledge article is displayed on a new browser tab.
For more information, see Managing your work in Smart IT consoles.
(Version 19.11 and later) Ability to open a ticket by using the display ID in the URL
You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You need to have the required permission to view a ticket. For example, when you open an incident, the GUID of the incident is displayed in the URL. In version 19.11 and later, you can directly go to the ticket profile page of another ticket by replacing the GUID with /displayid/<Display ID of the ticket> in the URL. For more information, see Viewing and updating tickets.
What else changed in this release
In this release, note the following significant changes in the product behavior:
| Update | Product behavior in versions earlier than 20.02 | Product behavior in version 20.02 |
|---|---|---|
| Knowledge article | When you create a knowledge article, you can mark a Business Service and a Product Category as Primary, even if the corresponding Company is not marked as Primary company. | When you create a knowledge article, you can mark a Business Service and a Product Category as Primary only if the corresponding company is marked as Primary company.
|
| Security Incident option | While creating an incident, the Security Incident option was not available in the Incident Type drop-down menu on the Ticket Console. | You can create security incidents by selecting the Security Incident option from the Incident Type drop-down menu on the Ticket Console. |
| New configuration parameter: dwp.base.url | This configuration parameter is not present. | This configuration parameter is used to specify the BMC Digital Workplace load balancer server URL. For more information, see Centralized configuration. For the complete list of enhancements in Live Chat 20.02, |
| New configuration parameter: smartItCsp_script-src_900 | This configuration parameter is not present. | This configuration parameter allows the in-app self-help content to be loaded in Smart IT by white listing the Whatfix domain. For more information, see Centralized configuration. |
| Date picker in the Calendar in the language set by the browser locale | The Date picker in the Calendar is displayed only in English. | The Date picker in the Calendar displays the names of the days and month in the language set by the browser locale. Also, the first day of the week in the date picker is determined by the locale. |
| Automatic unfollow of the terminated tickets | You continue to be a follower of a ticket even after the ticket is terminated. | When you terminate a ticket (Close, Cancel, Close version, Delete) you are no longer a follower of that ticket after 30 days of termination. You can see the reduced following item numbers on the Dashboard:
Note: This applies to the following ticket types: Incident, Change, Work Order, Task, Problem Investigation, Known Error, Knowledge, Release, People, Activity, Service Request. For more information see the reported errors and their solutions in Troubleshooting installation and upgrade issues in Smart IT. |
| Social data archival | The social data that are recorded in the SMT:Social_Events form are not archived even when the parent tickets are archived. | The social data that are recorded in the SMT:Social_Events form are deleted when the parent tickets are archived. For more information see the reported errors and their solutions in Troubleshooting installation and upgrade issues in Smart IT. |
| Activity note enhancement | When a service request is approved or rejected, the approver's name is not recorded in the Activity note. | When a service request is approved or rejected, the approver's name is recorded in the Activity note. |
| Field property of an Asset | Field properties of an asset, which are added through CMDB class manager in the Type-Specific Area of Asset View, are not editable by default. | Field properties of an asset, which are added through CMDB class manager in the Type-Specific Area of Asset View, are editable if property Constants.AR_DPROP_ENABLE is not present in the field metadata. This is the default behavior. Otherwise, it is enabled or disabled based on the value defined in Constants.AR_DPROP_ENABLE. |
| (Android only) Smart Recorder search | While creating a ticket from Smart Recorder, after setting affectedCISearchByAssetPeopleRelation parameter value to true in the Centralized configuration, if you search an asset, which is related to a different company, the search result is not displayed even if you create a CI relationship with the people of other company. | While creating a ticket from Smart Recorder, after setting affectedCISearchByAssetPeopleRelation parameter value to true in the Centralized configuration, if you search an asset, which is related to a different company, the search result is displayed after you create a CI relationship with the people of other company. |
| Time segment pop-up header | GUID is displayed in the time segment pop-up header. | Business event title is displayed in the time segment pop-up header. |
| CIs tab in Create Change Request screen | In the search bar, there is no character limit in putting the search keywords. | In the search bar, the maximum limit of putting the search keywords is 255 characters:
|
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