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 the embedded self-help

In-app self-help with guided assistance is available in Remedy with Smart IT from this release. Guided assistance helps service desk agents learn to navigate the product and to actively complete tasks. As an administrator, you can control whether embedded self-help is available.

Overview of self-help

From the Self-help pane, service desk agents can start guided assistance, navigate to help topics, and watch videos relevant to where they are in the product and the work they are doing.

  • The content displayed in the Self-help pane changes based on the context of screen and the user role. Administrators and service desk agents see different content in the Self-help pane.
  • When they click the Self-help pane, the Smart IT application connects to the Whatfix servers to display the guided assistance. The Whatfix servers are operated by a third-party vendor Quicko TechnoSoft Labs Private Limited. Whatfix serves the content of the guided assistance, but does not collect user or product transactional data. Similarly, Google Analytics does not collect user or product transactional data and only collects the usage statistics of the guided assistance.
Related topics

Configuring security options for Smart IT

Centralized configuration

To enable or disable the embedded self-help in Smart IT

You can enable or disable the embedded self-help in Smart IT by configuring the whatFixEnabled configuration parameter in Centralized configuration. By default, this parameter is set as true

When this parameter value is true, you can view the Self-help pane from where you can start guided assistance, navigate to help topics, and watch videos relevant to where you are in the product and the work you are doing.

To disable the Self-Help pane, set this parameter value as false.

To replace embedded self-help content with custom content

If your organization decides to create custom Whatfix content, you can specify a different production URL to replace the content provided by BMC with your custom Whatfix content. To use custom Whatfix content, you must have a separate Whatfix license.

Use the whatFixURL parameter in Centralized configuration to specify a different production URL for custom Whatfix content that replaces the content provided by BMC.  When your custom content is ready, replace the value of this parameter with your production URL.

The default value points to the Whatfix guided assistance provided by BMC.

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