This documentation supports the 20.02 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

Configuring actions in Smart IT

Actions are events triggered in Smart IT. These events can open a specified URL or URI or send a signal to the BMC Remedy ITSM server to perform a specific activity, such as opening a Google search page with the search string specified in the accelerator and opening ticket details in BMC Remedy ITSM.

To configure actions, you must have AR System administrator permissions. To run actions, you must have access to the ticket or item in Smart IT. Service desk agents can run these actions in Smart IT. When service desk agents work in Smart IT, actions provide them a quick access to different sources of information. For example, when resolving a ticket, they can refer to the information provided by defined actions and determine how to proceed. For more information on configuring actions in Smart IT, see the following topics:


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