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.

Copy of Setting configuration parameters for Smart IT

Use the Server Group Configuration form of the Remedy Management Console to view the configuration parameters. For more information, see Managing server group components by setting global-level and local-level configurations Open link .

To set the configuration parameters

The configuration parameters are available in the Centralized configuration. Perform the following steps to view or change the configuration settings:

  1. In a browser, enter the following URL address:
    http://midTierServerInstallDir/arsys/forms/serverName

  2. Log in.
  3. Select AR System Management Console > AR System Server Group Console > Server Group Configuration.

Configuration parameters available in the global settings (*) of com.bmc.arsys.smartit component

The following table lists the parameters that are available in the global settings (*) of com.bmc.arsys.smartit component. Use the Server Group Configuration form of the Remedy Management Console to view the configuration parameters. For more information, see Managing server group components by setting global-level and local-level configurations Open link .

Important

If you enable these parameters by using Centralized configuration, a restart of mid tier is not needed. The updates are reflected in a few minutes.

If you make changes to these parameters in the config.properties file, you must restart the mid tier.

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Component

Configuration description

ParameterDefault parameter valueDescriptionApplicable for Smart IT screensApplicable for PWA screensApplicable for Mid Tier screensApplicable for IS based screens

Configuration parameters available in the global settings (*) of com.bmc.arsys.smartit component


BMC Helix Dashboards  

Configuration to enable access to BMC Helix Dashboards from Smart IT

helixdashboard.url


You can use this parameter to enable access to BMC Helix Dashboards from Remedy with Smart IT.

Helix Dashboards url Helix Dashboards

To make this configuration work properly, you should use the same Remedy Single Sign-On for BMC Helix Dashboards (Advance Digital Enterprise) and Remedy ITSM suite. You can also set up Remedy SSO authentication delegation through Open ID Connect (OIDC) between ADE and ITSM Remedy SSO. Without this configuration, when you click BMC Helix Dashboards  in Smart IT, you get the login page of Remedy ITSM suiteinstead of BMC Helix Dashboards.

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BMC Helix AIOps

Configuration to enable integration with BMC Helix AIOps

enableAIOPSIntegrationfalse

You can use this parameter to enable the integration of BMC Helix AIOps with Smart IT.

By default, this configuration parameter is set to false. When BMC Helix AIOps is installed during the onboarding process, this configuration parameter value is automatically set to true.

For more information, see Creating a ticket from the Create New menu .


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PCA card


Configuration to customize parameters related to probable cause analysis (PCA card)


pca.numberOfDaysForViewRecentCR7

You can use these parameters to customize the PCA card.

The number of recent change requests to be displayed in PCA card of the incident screen. The change requests are displayed based on their Actual Start Date. The change requests are related to a CI which is displayed on the PCA card. For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring.


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pca.refreshInterval10

A form that stores the data from BMC Helix AIOps, is refreshed in every 10 minutes. You can customize the time interval by updating the value of this parameter.


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Needs Attention flag

Configuration to enable or disable the Needs Attention flag

showNeedsAttentionFlagfalse

You can configure Centralized configuration to enable or disable the Needs Attention flag ofSmart IT. The Needs Attention flag appears in the Dashboard, Ticket Console, and tickets to highlight that the ticket requires priority attention.

By default, this configuration parameter is set to false. To show the Needs Attention flag to all supported tickets, set this configuration parameter value to true.

For more information, see Deciding which ticket to work on next.

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Remedy AR System server

Configuration to specify the language by user preference form

useARUserPreferenceForLocalizationfalse

Use this parameter to display the screens and fields of Remedy ITSM suitein the user-preferred language as saved in theRemedy AR System User Preferences form without depending on the browser locale setting. By default, this configuration parameter is set to false. To display the screens and fields of Remedy ITSM suite in the user's preferred language without depending on the browser locale setting, set this configuration parameter value to true.

For more information, see Supported languages and locales.

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Configuration to enable 

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integration

enableDWPWidgetIntegrationfalse

You can configure Centralized configuration to enable the integration of

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By default, this configuration parameter is set to false. To enable the integration of

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, set this configuration parameter value to true.

For more information, see Submitting service  requests.





Progressive Web App

Configuration to enable the Progressive Web App  ScreensEnable-Progressive-Viewsfalse

You can use this configuration parameter to enable the Progressive Web App (PWA) screens.

When this parameter is set to true, you can access the Progressive Web Application (PWA) screens in Smart IT.

For more information, see Enabling the Progressive Web Application screens.





Progressive Web App

Configuration to specify the mid-tier load balancer server URLmid_tier.base.url""

As an administrator, you can specify the user-facing Mid Tierload balancer server URL in Centralized Configuration. The Mid Tier load balance server URL is used for sharing knowledge article links with the user and to launch Progressive Web App screens.

In this parameter, specify the user-facing Mid Tierload balance server URL. This URL is used in the following scenarios:

  • Service Desk Agents use this URL to share knowledge article links with users in Live Chat and enable the chat users to open the knowledge articles in the Mid Tier.
  • When Progressive Views are enabled, Smart ITuses this URL to render the Progressive Web App screens.

Learn more about Enabling the Progressive Web Application screens.


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Live Chat


Configuration to enable auto assignment of tickets from Live Chat 

assignTicketToLiveAgentfalse

This configuration parameter is used to configure auto assignment of tickets from Live Chat.

When this parameter is set to true, incident and work order tickets created from Live Chat are automatically assigned to the agent who last handled that chat conversation.

For more information, see How ticket assignment works in Smart IT.

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Knowledge articles

Configuration to enable copying of the primary product and the operational categories from knowledge articlecopyPrimaryCategoryOnResolvetrue

You can configure Centralized configuration to enable copying of the primary product and the operational categories from a knowledge article to the similar fields of an incident when the incident is resolved by using a knowledge article. 

By default, this configuration parameter is set to true and the primary product and the operational categories are copied from a knowledge article to the similar fields of an incident when the incident is resolved by using that knowledge article. If you set the parameter value to false, these values are not copied to the incident.

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Knowledge articles

Configuration to enable validation of the vulnerable content in a knowledge articleValidateFileContenttrue

You can configure Centralized configuration to enable validation of the vulnerable content in a knowledge article.

By default, this configuration parameter is set to true. This configuration parameter validates the image content and displays error message if a user tries to upload vulnerable content.

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Knowledge articles

Configuration to pass host URL of the videos that can be uploaded in knowledge articlesjsoupWhiteListedUrlHostswww.youtube.com

You can configure Centralized configuration to pass host URL of the videos that can be uploaded in knowledge articles. 

By default, this configuration parameter includes www.youtube.com. You can include multiple host names with comma separated values. The host names added in this configuration parameter are passed when you add videos in a knowledge article.

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Knowledge articles

Configuration to pass the tags of knowledge articlesjsoupWhiteListedTags

You can configure Centralized configuration to pass the tags or attribute of knowledge articles.

By default, this configuration parameter appears empty. You can include multiple tags or attributes which you want to be passed while submitting a knowledge article. You must add the tag in this parameter if you find the following error message in the log file while submitting a knowledge article:

Please add below list to
CCS jsoupWhiteListedTags
if you want to permit the attributes

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Knowledge articles

Configuration to apply Jsoup clean filter on knowledge articlesjsoupEnabledUrlsForKnowledge

knowledge/create

knowledge/all 

You can configure Centralized configuration to apply Jsoup clean filter on knowledge articles.

By default, the Jsoup clean filter is applied while creating and updating a knowledge article. You can remove the default values if you don't want to apply the Jsoup clean filter. In that case, the checks on the tags or attributes are removed.

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Knowledge articles

Configuration to show filters in the recommended knowledge articles searchshowFilterForRecommendedKnowledge

false

You can configure Centralized configuration to show filters in the Recommended Knowledge article under the Resources tab. 

By default, this configuration parameter is set to false. If you set the configuration parameter to true, the following filters appear in the Recommended Knowledge article:

  • Customer Company
  • Operational Category

Based on your selection, the recommended knowledge articles are displayed. If you select both the check-boxes, the recommended knowledge articles are displayed based on both customer company and the operational categories.

For more information, see Knowledge Article number 000258057 (Support logon ID required).

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Knowledge articles

Configuration to display the latest published knowledge articleshowPublishedLinkedArticle

false

As an administrator, you can configure this parameter to display the latest published knowledge articles.

By default, the value of this configuration parameter is set to false. To enable your users to see the latest published version of a knowledge article, when they click a knowledge article link in a knowledge article set the value to true. If the linked knowledge article has only one version and it is not published yet, then the non published knowledge article is opened even if you set the parameter value to true.

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Knowledge articles

Configuration to save knowledge article PDFsfilePathToSaveTempKnowledgeArticleFile

JAVA_TMP_FILE_LOCATION

IT agents can share knowledge articles with customers and internal team. The system converts the articles as PDF files. As an administrator, on the Centralized configuration , you must configure the temporary path to save the PDF file.

This parameter allows you to configure the Java temp location. The temporary PDF files of knowledge articles are stored at this location. The PDFs are then emailed to customers.

To send a knowledge article, you need Read / Write permissions to the folder that maintains the temporary PDF files generated during PDF conversion at the  Smart ITserver. The default path is Java temp location. You must either provide permission to the folder or configure the location by using this parameter.

The administrator must periodically clean this folder. 

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Knowledge articles

Configuration to specify clean-up interval for draft and expired knowledge articlescom.bmc.bsm.myitsm.service.knowledge.delete
ExpiredKASaves.PERIOD 

86400000 (milliseconds)

You can use this configuration parameter to specify the interval after which draft and expired knowledge articles are cleared from the database.

Use this configuration parameter to set the period after which autosaved knowledge article drafts and expired knowledge articles are cleared from the Smart ITdatabase.

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Knowledge articles

Configuration to specify the initial clean-up interval for draft and expired knowledge articlescom.bmc.bsm.myitsm.service.knowledge.delete
ExpiredKASaves.updateAll.DELAY

120000 (milliseconds)

Use this configuration parameter to set the initial period after which autosaved knowledge article drafts and expired knowledge articles are cleared from the Smart IT database.

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Problem investigation tickets

Configuration to enable creation of a problem investigation by using the customer companyuseLocationCompanyForCreateProblemfalse

You can configure Centralized configuration to enable the creation of a problem investigation ticket by using the customer company. 

By default, this configuration parameter is set to false and the problem investigation tickets are created by using the logged in user's company. To enable the creation of a problem investigation ticket by using the customer company, set this configuration parameter value to true.

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Product alias search

Configuration to enable the product alias searchproductAliasBasedSearchfalse

You can configure Centralized configuration to enable the product alias search. 

By default, this configuration parameter is set to false. To enable the product alias search, set this configuration parameter value to true. When the value is set to true, the product search based on the alias is performed only for the search category and not for the browse category.

Important: This configuration parameter is not applicable for Smart ITmobile application.

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 Asset Management 


Configuration to enable the display of the affected service based on the asset-people relationshipaffectedServiceSearchByAssetPeopleRelationfalse

You can configure Centralized configuration to enable the display of the affected service based on the asset-people relationship. 

By default, this configuration parameter is set to false. To enable display of the affected service based on the asset-people relationship, set this configuration parameter value to true.

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 Asset Management


Configuration to enable or disable the search of the tagged person or asset while populating the timeline on the person or asset profileenableTaggedProfileTimelineSearchfalse

You can configure Centralized configuration to enable or disable the search of the tagged person or asset while populating the timeline on the person or asset profile. 

By default, this configuration parameter is set to false, and no search is performed for the tagged (@mentioned) person or asset while populating the timeline on the person or asset profile. If you set the value to true in the Centralized configuration , the worklog search is performed to find the tagged person or asset.

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Asset Management

Configuration to restrict the timeline for number of days when enableTaggedProfileTimelineSearch is enabledrestrictTimelineForNoOfDay90 days

By default, this configuration parameter is set to 90 days.

This configuration parameter is used only when the enableTaggedProfileTimelineSearch parameter is set to true. By using this parameter, the search of the tagged asset or person in the ticket worklog can be restricted up-to a specific number of days.  If value is set to zero (0), no time limit is set. 

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Asset Management

Configuration to include or exclude isExclude_TAG_and_CI_ID in the Affected Asset search fieldskipCIandTagForAffectedAssetSearchfalse

You can configure Centralized configuration to consider isExclude_TAG_and_CI_ID in the Affected Asset search field. 

By default, this configuration parameter is set to false, which means the affected asset search considers the value of isExclude_TAG_and_CI_ID. If you set the value to true, isExclude_TAG_and_CI_ID is ignored and the Affected Asset search in tickets excludes TAG and CI ID search. This configuration parameter is only applicable for those tickets that have the Affected Asset field, for example, Incident, Problem, Known Error.

This configuration parameter is also used in global search for the asset category. For more information, see Searching for tickets, assets, resources, and people in Smart IT.

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Asset Management

Configuration to store the asset-related dataset values in cacheCacheTimeoutAsset30

You can use this configuration parameter to store the asset-related dataset values in the cache.

This parameter is used for asset specific cache. With this parameter, the asset-related dataset values are stored in the cache instead of querying the Smart IT server every time.

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Remedy AR System server

Configuration to modify the date format as per Remedy AR System server

ar.date.format

You can configure Centralized configuration to modify the date format as per  Remedy AR System server in Smart IT.

You can specify the date and time in the following formats:

  • ar.date.format=dd/MM/yyyy HH:mm:ss (24-hour format)
  • ar.date.format=MM/dd/yyyy hh:mm:ss a (12-hour format)

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Remedy AR System server

Configuration to define theRemedy AR System server re-connection interval

arConnectionRetryInterval2000 (Milliseconds)

You can configure Centralized configuration to define the Remedy AR System server re-connection interval.

By default, this configuration parameter is set to 2000 milliseconds. After the defined milliseconds, certain AR API methods are re-tried if the Remedy AR System serverconnection problem is found while loading the  Smart ITmetadata.

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Remedy AR System server

Configuration to define the number of the Remedy AR System serverre-connection attempts

arConnectionRetryCount3

You can configure Centralized configuration to define the number of the Remedy AR System server re-connection attempts.

By default, this configuration parameter is set to 3. Certain AR API methods are re-tried if the Remedy AR System serverconnection problem is found while loading the Smart ITmetadata. This configuration parameter defines the number of re-connection attempts.

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Logging

Configuration to enable or disable the debug logging of Smart IT

log.level

WARN

Other values: INFO, info, DEBUG, debug, warn, TRACE, trace, ERROR, error

You can configure Centralized configuration to enable or disable the debug logging ofSmart IT.

By default, this configuration parameter is set to WARN . For Smart ITcluster this configuration parameter needs to be set for each server component in the Centralized configuration .

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Notifications

Configuration to enable or disable the push notificationspushNotificationFeatureEnabled

true

You can configure Centralized configuration to enable or disable the push notifications.

By default, this configuration parameter is set to true. You can disable the push notifications by setting the value of this configuration parameter to false.

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Notifications

Configuration to define the retention limit of the push notificationdiscardPushNotificationAfterHrs

48 hours

You can configure Centralized configuration to define the retention limit of the push notifications.

By default, this configuration parameter is set to 48 hours. The push notifications, which are older than 48 hours, are discarded and the entries are removed from the SMT:Social_ImpactAnalysis_PushNotification form of Remedy ITSM suite.

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Ticket Console
Configuration to add a filtering option for security incidents on the Ticket ConsoleshowSecurityTickets

false (if not added)

As an administrator, configure the showSecurityTickets parameter to display the following options in the Ticket Console. These options enable you to filter the security tickets:

  • Security Incident filter
  • My Security Tickets pre-defined menu

If this parameter is not added, the default value is false. To display the filters, you must first add this parameter to the com.bmc.arsys.smartit component and then set the value to true. For more information, see Managing server group components by setting global-level and local-level configurations Open link .

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Ticket Console
Configuration to restrict Ticket Console search result with a date rangerestrictConsoleResultForNoOfDays

30 days

To restrict the Ticket Console search result with a date range for a better performance, configure this parameter.

By default, the value of this configuration parameter is set to 30 days. As per your requirement, you can change this date. The date range that you set, is displayed when you open the Ticket Console.

Best practice: BMC recommends that you set the date in a monthly date range, for example, 30 days, 60 days, 90 days.

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Smart Recorder

Configuration to enable Smart Recorder to create a ticket in a quicker wayQuickTicketCreateEnabled

false

As a user, you can create a ticket in a quicker way by using Smart Recorder.

By default, the value of this configuration parameter is set to false. To enable your users to create an incident ticket in a quicker way, set the configuration parameter value to true. Users are able to create a ticket from the first screen of Smart Recorder. This means, the draft screen, clicking the Confirm+Save button and the profile view of the ticket are eliminated while creating a ticket. After creating a ticket in this mode, the landing screen of Smart Recorder is displayed to create another ticket. The ticket ID of the previously created ticket is also displayed in this screen.

Important : If you customize the field properties in the Screen Configuration of Smart IT, the field property customizations are not reflected in the quick ticket creation mode of Smart Recorder, because, in this mode Smart ITonly depends on the form field metadata for the required attribute. For example, if you make a custom or out-of-the-box field Required in the Screen Configuration, in the quick ticket creation mode, it is displayed as Optional as per the Remedy ITSM suite  form metadata.

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Smart Recorder

Configuration to enable Smart ITusers to set the second user as the customer in the Smart Recorder

smartRecorderSetSecondPersonAsCustomer

false

As a Smart ITadministrator, you can enable your users to set the second user as customer in the Smart Recorder by configuring this parameter in the Centralized configuration.

This configuration parameter is used to set the second user as customer in the Smart Recorder. By default, when you enter the second user's name in the Smart Recorder, it automatically considers the second user as contact. If you set the smartRecorderSetSecondPersonAsCustomer configuration value to true, the Smart Recorder considers the second user as customer.

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Smart Recorder


Configuration to specify number of assets to be displayed in search resultsassetSearchQueryLimit

Minimum - 4

Maximum - 20

You can configure the number of assets that are displayed in the search result when the service desk agents search for assets on the Smart Recorder. 

By default, four assets are displayed. If you specify a number greater than 20 or smaller than 4, then the system defaults to four assets. If the available results are less than four, then only the valid available result is displayed. When you relate an asset to a ticket, the asset search activity follows the same rule.

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Calendar

Configuring calendar items chunk sizecalendarChunkSize

80

This configuration parameter is used to fetch the chunk of the calendar items in the list view. The minimum value of this parameter must be 30. If you specify a value lesser than 30, the system automatically considers the minimum value (30) for this parameter.

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Calendar

Configuring the display limit in the calendarcalendarItemsDisplayLimit

2000

This configuration parameter is used to define the maximum number of calendar items that are displayed in the MonthWeek, and Day views. The minimum value of this parameter must be 50. If you specify a value lesser than 50, the system automatically considers the minimum value (50) for this parameter.

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Calendar

Configuration to define the default view in the calendarcalendarDefaultView

timeGridWeek

This configuration parameter is used to define the default view of the calendar. By default, the week view is displayed. Smart IT administrators can set the value of this configuration parameter to  dayGridMonth  or  timeGridDay to set the monthly or daily view as default, respectively. Smart ITdisplays the default week view of the calendar if you set any other values except these defined values in this configuration parameter.

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Calendar

Configuration to enable and disable the calendar featurecalendarFeatureEnabledtrue

This configuration parameter is used to enable the calendar feature in Smart IT. By default, the parameter value is set to true . You can disable the calendar feature by setting the value to false .

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Session timeout

Configuration to specify Smart IT session timeout in minutes

session.timeout30

You can configure the session timeout for Smart ITby using this configuration parameter.

This configuration parameter indicates the number of minutes after which the current session will expire. When the system has exceeded this amount without any activity, you must log in to Smart ITagain.

The session timeout value must be the same forSmart ITand Mid-Tier. If the session timeout values are different, unexpected session expiry issues could occur.

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Cache

Configuration to view when the cache update was triggeredcache.refresch.timestamp1554117231

This configuration parameter displays the epoch timestamp when the cache update was last triggered in all Smart ITinstances.

The value of this configuration parameter is set to the epoch timestamp when the server cache was last triggered in all Smart IT instances.

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Remedy Full Text Search

Configuration to let global search to skip wildcard

skipWildcardInGlobalSearchTrue

You can configure the global search to skip the use of wildcard % at the beginning of the search value.

If the parameter is set to true, then the wildcard search by adding % at the beginning of the search value is not supported. If you enter % at the beginning of the search value, the system automatically removes the % and displays the search result according to the value that you entered. This avoids generating long-running searches, reduces the time required to display the search result, and provides good user experience. For example, if you enter %mail then the system automatically removes % and displays the result for the keyword mail.

If you set the parameter to false, the system displays the search result with the % wildcard. For example, you enter %mail in the search box. The system displays the search result with any text that has the text mail in it such as, email and gmail.

You must note that you can add wildcard in the middle or end of the search key word. For example, you enter Email ser% is down. the system displays result that has words such as server, service, and so on. If you enter Email %vice is down in the search box. The system displays results that has words such as service, device, and so on.

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Remedy Full Text Search

Configuration to search people based on first name and last namereversefirstNameLastNameFalse

You can configure the parameter to search for people by using their last name first name along with first name last name.

This parameter is used for searching with last name first name along with first name last name. By default value is False. You can change it to True if you want to search with lastname firstname. True will add additional clause in the query to search by lastname firstname along with the firstname lastname.

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Smart Recorder

Configuration to enable Smart Recorder search by companysmartRecorderSearchByCompanyFalse

You can specify the parameter to enable the service desk agents to search for assets and people on the basis of the #company accelerator when creating tickets in Smart Recorder.

If the parameter is set to True, when creating tickets in Smart Recorder the service desk agents can search for assets and people on the basis of the #company accelerator. If the service desk agent has access to only one company, then only that company-related records will be displayed for selection.

If the parameter is set to False, when creating tickets in Smart Recorder people and asset is searched in the context of the company to which the logged-in service desk agent has access.

For details see, How the Smart Recorder search works.

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Remedy Full Text Search

Configuration to specify the search query limit of a field

You can configure these parameters to limit the number of search queries that appear in a field or a menu.

Note: If you have enabled the Progressive Web Application, the chunk size for the fields in the PWA screens is not set as per the Centralized configuration parameters. You must set the chunk size in Developer Studio.

assignmentCompanyChunkSize80

Based on this parameter value, the information in the Support Company field in the Update Assignment dialog box are populated.

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Remedy Full Text Search

assignmentSupportGroupChunkSize80

This configuration parameter is used for defining the chunk size for the Assignee Group field. Based on this parameter value, the information in the Support Group field in the Update Assignment dialog box is also populated.

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Remedy Full Text Search

assignmentSupportOrganizationChunkSize80

This configuration parameter is used for defining the chunk size for the following fields: Organization, Customer, Assignee Organization, Impacted Area Organization, and Impacted Area Department. Based on this parameter value, the information in the Support Organization field in the Update Assignment dialog box is also populated.

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Remedy Full Text Search

assignmentSupportPersonChunkSize80

This configuration parameter is used for defining the chunk size for the Assignee Support Group Person field. Based on this parameter value, the information in the Update Assignment dialog box is also populated.

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Remedy Full Text Search

categoryChunkSize80

This configuration parameter is used for defining the chunk size for the following fields: Search for all, and Browse categories.

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Remedy Full Text Search

locationSiteChunkSize40

This parameter defines the site information size that is displayed in the Site related fields.

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Remedy Full Text Search

menuChunkSize80

This configuration parameter is used to enable chunking for the custom menus.

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Remedy Full Text Search

personChunkSize 20

This configuration parameter is used to define the chunk size on the person card in Smart Recorder or a ticket.

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BMC Service Request Management

Configuration to disable Service Request Definition (SRD) with ActiondisableSRDsWithActionsTrue

You can disable features and modules that are not needed for your business. To disable Service Request Definition (SRD) with Action, configure this parameter.

This parameter is not available as an out-of-the-box parameter inSmart IT. You can configure it in the Centralized configuration.

True

If you specify the value of this parameter to False, the system enables the display of SRDs that use actions. Because Smart ITdoes not support SRD that use actions, the actions will not be available for such SRDs in Smart IT.

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Change Management

Configuration to disable collision managementdisableCollisionManagementFalse

You can disable collision management by using this property.

The parameter applies to the Change Coordinator/Manager persona. It is used to determine if the user can manage the collision status of change requests that are in collision (when two change requests have one or more of the same related Configuration Items (CIs), and have overlapping scheduled dates). When the parameter is changed to True, the collision management capabilities are disabled for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in Smart IT.

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Change Management

Configuration to disable impact analysisdisableImpactAnalysisFalse

You can disable impact analysis by using this parameter.

Applies to the Change Coordinator/Manager persona. Used to determine if the user can analyze the impact of a Change Request and act on those impacts. An Impact Analysis can be run and analyzed to determine which Configuration Items (CIs) are impacted by the change and those impacted CIs can be related to the Change Request. A value of true will disable the Impact Analysis capabilities for all users belonging to a tenant. For details see, Disabling collision management and impact analysis in  Smart IT.

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Change Management

Configuration to limit the automated change collision detectionautoTriggerChangeCollisionForCIsUpto100

You can limit the number of CIs for which automated collision detection is triggered using this parameter.

This parameter enables the administrators to configure the number of CIs related to a change request for which automated collision detection is triggered. If the number of CIs related to a change request exceeds the value set for this parameter, automatic change collision detection should not be triggered.

Collision detection is disabled if this parameter is set to 0.

If this parameter contains an invalid value, this value is not considered, and automatic change collision detection is triggered.

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Change Management

Configuration to specify the number of CIs to retrieve when relating a CI to a change requestmaxAllowedCiSearch0

Use this configuration parameter to specify the number of CIs to be retrieved when users search for CIs to relate them to a change request. Based on the value in this parameter, the specified number of CIs are displayed when a search is performed.

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Change Management

Configuration to assign an outage to Change ManageroutageChangeManagerAssignmentfalse

You can use this configuration parameter to assign an outage to the Change Manager.

If you set this parameter to true, Smart ITassigns an outage to the Change Manager of the change request from which the related outage is created.

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Live Chat

Configuration to enable integration ofSmart IT withLive Chat

enableESChatIntegration true

This parameter enables the administrators to integrate Live Chat with  Smart IT.

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Live Chat

Configuration to enable agents to accessLive Chat fromSmart IT

es_chat.url""

In this parameter, specify the ESChat server load balancer URL. This parameter enables the agents to access Live Chatfrom Smart IT.

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Whatfix

Configuration to enable or disable the embedded self-help in  Smart IT

whatFixEnabled true

When this parameter value is true, the Self-help pane is available in Smart IT. The Self-help pane provides guided assistance, links to help topics, and videos relevant to where users are in the product and the work they are doing.

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

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Whatfix

Configuration to specify a custom URL for embedded self-helpwhatFixURLProduction URL for embedded self-help assistance

You can specify the 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.

This configuration parameter is used to specify the production URL of the embedded self-help.

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

If your organization decides to create custom Whatfix guided assistance using a separate Whatfix license, you can use this parameter to point to your custom content.

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Whatfix

Configuration to whitelist domains to allow embedded self-help in Smart ITafter upgrade

smartItCsp_script-src_900whatfix.com, cdn.whatfix.com

This configuration parameter is used to whitelist Whatfix content after upgrade to Smart IT version 19.11 or later versions.

Important: This parameter is reserved for BMC, and you must not remove or modify any of the default properties.

If you upgrade from an earlier version of Smart IT, this parameter allows the Whatfix content to be loaded in Smart IT.

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Contact card

Configuration to display the Mailstop on the Customer or Contact cardshowMailstopOnPersoncardfalseWhen set to true, this parameter displays the Mailstop on the Customer or Contact card.

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Contact card

Configuration to display the phone number on the Customer or Contact cardshowPhoneNumOnPersonCardfalse

When set to true, this parameter displays the phone number on the Customer or Contact card.

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Remedy Asset Management

Configuration to display information of an incident in the Related ItemaffectedServiceRelationfalse

To display the Affected Service and Affected Asset information of an incident in the Related Items, set the value true.

For release ticket, the Retain old CI relationship checkbox is not displayed as the release ticket is not single edit page.

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Universal Client

Configuration to display the date and time formatdateTimeStylePropertyrelative

Smart IT

For more information, see . Date and time display format.

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Remedy Full Text Search

Configuration to search the information for the fieldsCustomizationTypeaheadLength3

Based on this parameter, Smart IT starts searching for information for the fields. For example, on Smart Recorder, the searching for information starts after typing 3 characters as the default value is set 3 for this parameter. This configuration parameter is used only for the custom fields that are added through the screen configuration.

Important: If you have enabled the PWA screens, the typeahead for the fields in the Progressive Web Apps screens is not set as per this parameter. You must set the typeahead length in Developer Studio.

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Smart Recorder

Configuration to exclude customer and contact names from ticket title and descriptionshowNameInSmartRecorder
CreateTicket
true
  • true(Default value) Customer name and contact name are included in the title and description, and in the customer and contact fields of the ticket.
    The functionality works as follows:
    • If you create a custom ticket, the customer and contact names appear in the title and description when you save the ticket.
    • If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names appear in the title and description, when you save the ticket.
  • false Customer name and contact name are excluded from the title and description. In this case, although the names do not appear in the title and description, they are added to the customer and contact fields of the ticket. Also, if you delete the ticket summary text, the customer name and contact names continue to remain selected in the customer and contact fields.
    The functionality works as follows:
    • If you create a custom ticket, the customer name and contact name do not appear in the title or description when you save the ticket.
    • If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names do not appear in the title or description, when you save the ticket.

For more information, see Configuring Smart Recorder to exclude customer and contact names from ticket title and description.

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Templates

Configuration to select the appropriate template quickly from the filtered list of templatestemplateSearchBy
AuthoringGroup
false

Using this property, instead of going through a long list of templates, you can select the appropriate template quickly from the filtered list of templates that belong to your support group.

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Knowledge articles

Configuration to decide on the expiration time of an auto-saved articlekaAutoSave
ExpirationTime
3600

Decide on the expiration time of an auto-saved article. If the copy exists for the time greater than 3600 seconds or 1 hr then this copy is skipped. It is latter cleaned by spring cron task.

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Knowledge articles

Configuration to attach content to a knowledge articlecrossSectionStoragefalse

This is used for content Attachment of Knowledge Article. Smart IT has limitations for each knowledge section.

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Configuration to define which Business Services are presented in the Affected Service fielduseOperatingCompanyfalse

This parameter defines which Business Services are presented in the Affected Service field in Smart IT.

For more information, see Knowledge Article number 000335207 (Support logon ID required).

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Change Management

Configuration to define the minimum number of threads to Create CI relationship with ChangeciRelationThreadCount10

This parameter defines the minimum number of threads to Create CI relationship with Change.

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Reporting server

Configuration to define the URL on which the URL reportsreportingServerURL

This is the URL on which the URL reports, for example, http://clm-pun-xx-xxx:8181/reporting .

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Reporting server

Configuration to define the admin user for reportingreportingServerAdminsiadmin

This is the admin user for reporting which BMC provides whileSmart ITinstallation. This is the admin user for reporting which BMC provides while installation.

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Reporting server

Configuration to define the password for the reporting adminreportingServerPasswordsiadmin

This is the password for reporting admin which BMC provides during reporting installation.

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Reporting server

Configuration to define the customer's name for onboarding processreportingServer
CustomerName
bmc

This is the customer's name that BMC provides during onboarding process. 

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Configuration to access theRemedy AR System Generic UI form

ccServerHosthost name of the OS server

This is the host name where the AR is located. This helps the reporting configuration to get in theRemedy AR System Generic UI form. This helps to access the specific Remedy AR SystemGeneric UI form.

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Remedy AR System server

Configuration for the username to authenticate the Remedy AR System server

ccServerUserDemo

This is the username to authenticate theRemedy AR System server.

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Remedy AR System server

Configuration for the password to authenticate the Remedy AR System server

ccServerPasswordDemo or blank

This is the password to authenticate theRemedy AR System server.

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Remedy AR System server

Configuration for the port on which the mentionedRemedy AR System server is working

ccServerPort0 or 46262

Port on which the mentionedRemedy AR System server is working.

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Remedy AR System server

Configuration to populate the Cluster ID if theRemedy AR System server is in the cluster

ccServerClusterid

The Cluster ID is populated here if theRemedy AR System server is in the cluster.

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Remedy Full Text Search

Remedy Asset Management

Configuration to search the asset or service in TAG and CI ID fieldsisExclude_TAG_and_CI_IDfalse

While creating tickets user can select affected assets and affected business services. Search is performed on the Product name, CI name, Serial number, TAG, and CI ID. This parameter controls the search of asset or service in TAG and CI ID fields. If the parameter is set as true, the search is not done on TAG and CI ID fields.

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Remedy Asset Management

Configuration to execute the Asset ActionsassetActionMaxThreadCount10

The minimum number of threads to execute the Asset Actions are defined in this parameter.

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Remedy Asset Management

Configuration to control the way of searching AssetsuseLeadingSearchForAssettrue

This parameter is used to control the way of searching Assets, for example, use leading search or search in between. This is applicable only for the global search.

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Remedy IT Service Management Remedy IT Service Management suite

Configuration to populate the person Id field while creating person recordisHotfixApplied_
ForPersonIdPermission
false

This configuration parameter is set to true if ITSM hotfix for SW00504070 is applied. If it is not applied (false) the person Id is not populated while creating person record. ITSM 9.1.01 onwards, the version is checked and the field is populated without checking configuration.

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BCM

Configuration to define the API version of BCMBCMApiVersion/api/1

This parameter defines the API version of BCM.

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BCM

Configuration to define the languages that are used in BCMBCMLanguages

en_US:American;

de:Deutsch;

es:Espanol;

fr_FR:Francais;

it:American;

ja:American;

ko:American;

pt_BR:Brasilerio;

ru:American;

zh_CN:American;

iw_IL:American"

Important: This is a continuous line.

This parameters defines the languages that are used in BCM.

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BCM

Configuration for redirecting to the URL for BCMBCMServerUrl

URL for BCM to which it is redirected when it is called from its integrated application.

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Relating items to a ticket

Configuration to display the Relations in the UIMaxLimitRelationships500

Maximum limit of relating items to the ticket are defined in this parameter. This configuration parameter is applied to display the Relations in the UI. This parameter is not applied when you select or add the relations. If you add more relation, you can only view the number of relations defined in this configuration parameter.

Important: Progressive Web Application does not support this parameter.

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Remedy Asset Management

Configuration for assets and services that are affected due to the reported incidentaffectedCISearch
ByAssetPeopleRelation
false

Assets and services that are affected due to the reported incident, or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident.

Example:

Nancy, a service desk agent creates an incident ticket for the issue reported by Allen Allbrook, a customer. Allen belongs to Company A. Allen uses these assets and services: Asset1 and Business service1 belong to Company B; and Asset2 and Business service2 belong to Company A.

  • If the affectedCISearchByAssetPeopleRelation property is set to False—when Nancy creates or edits an incident where Allen is the affected customer, the search result displays only Asset2 and Business service2 in the Affected Asset and the Affected Service fields.
  • If the affectedCISearchByAssetPeopleRelation  property is set to True—when Nancy creates or edits an incident where Allen is the affected customer, the search result displays Asset1, Asset2 in the Affected Asset field, and Business service1, Business service2 in the Affected Service field.

For more information, see Enabling affected assets and affected services for incident.

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Smart IT modules

Configuration to disable specific Smart IT applications

disabledSmartITApplicationsnone

This configuration parameter is used to disable specific Smart IT applications. For more information, see Disabling modules in Smart IT.

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Knowledge articles

Configuration to enable source editing for knowledge articlesisCKEditorSourceEditablefalse

While configuring source editing for knowledge articles, if you want to enable source editing (not recommended), you must open the isCKEditorSourceEditable property and change its value from false to true. For more information, see Enabling affected assets and affected services for incident.

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Security options

Configuration to define out-of-the-box directivessmartItCsp_connect-src_0'self'

Out-of-the-box directives are defined in this property.

For more information, see Configuring security options for Smart IT.

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smartItCsp_object-src_0'self'  blob:

Out-of-the-box directives are defined in this property.

For more information, see Configuring security options for Smart IT.

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smartItCsp_script-src_0

'self' 'unsafe-eval'

'unsafe-inline'

Out-of-the-box directives are defined in this property. For more information, see Configuring security options for Smart IT.

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Dashboard Statistics

Configuration to generate the Dashboard Statistics useSupportCompForStatsfalse

To generate the Dashboard Statistics (Backlog, Open tickets and KPI’s) based on the Consulting Support Company, set the value to true. By default the value is set to false and the Dashboard Statistics are generated based on the Customer/Contact/Support Group.

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Cognitive service

Configuration to use the cognitive service Apply-Cognitive-For-CategorizationNo

To use the cognitive service, set value to one of the following:

  • No—If you don't want the cognitive service to populate the category and the user can manually select a category.
  • Show Recommendation—If you want cognitive service to show Recommendation button that an agent can use to populate relevant category while creating a ticket.
  • Apply Automatically—If you want cognitive service to apply relevant category automatically, while creating a ticket from Smart Recorder.

You can configure this parameter from the Cognitive Service Configuration form. To do this, seeThe page ._smartit_NW_LinksLibrary v21.02 was not found  -- Please check/update the page name used in the MultiExcerpt-Include macro.

For cognitive service to function, ensure that the training data set is successfully trained. For steps to train your data set, seeThe page ._smartit_NW_LinksLibrary v21.02 was not found  -- Please check/update the page name used in the MultiExcerpt-Include macro.

For more information, see Configuring the cognitive service capabilities.

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Cognitive service

Configuration to use the cognitive service Apply-Cognitive-For-TemplatesNo

Use this parameter to apply the most relevant ticket template to the ticket that is created by using an incoming email from a business user.

For more information, see Configuring the cognitive service capabilities.



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Cognitive service

Configuration to use the cognitive service Apply-Cognitive-For-Recommending-DWPServicesNo

Use this parameter to automatically respond to the user's email with the most relevant Digital Workplace Catalog for the user to create a service request.

Important: This option is available only when Digital Workplace is installed for Service Request Management in your organization.

For more information, see Configuring the cognitive service capabilities.



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Cognitive service

Configuration to use the cognitive service FTS-Recommending-KB-RelevancyThreshold70

Enter a numeric value between 1 and 100 to set the threshold to find a relevant knowledge article that matches the threshold for responding to the tickets that are created by using user emails.

For more information, see Configuring the cognitive service capabilities.



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Cognitive service

Configuration to use the cognitive service Apply-Cognitive-For-Recommending-KBNo

Use this parameter with the value as No to automatically respond to the user email with the most relevant Knowledge Article that the user can use to resolve the issue. The email engine uses the Full Text Search feature to search for this knowledge article.

Use this parameter with the value as Yes to automatically respond to the user email with the most relevant Knowledge Article, searched by BMC Helix Cognitive Automation that the user can use to resolve the issue.

For more information, see Configuring the cognitive service capabilities.



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Cognitive service

Configuration to use the cognitive service Cognitive-Service-Confidence-Threshold 90

Enter a numeric value between 1 and 100 to set the threshold for finding relevant categories, applying ticket templates, or recommending root cause in Problem Management or risk level in Change Management.

For more information, see Configuring the cognitive service capabilities.



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Cognitive service

Configuration to use the cognitive service Cognitive-Incident-AutoResolveNo

Use this parameter, with the value as Yes to automatically resolve the incident.

  • If you set the value as Yes, the incident is resolved automatically and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to reopen the incident.
  • If you set the value as No, the incident remains open and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to resolve the incident. In this case, the automatic assignment feature must be configured. For the steps to configure automatic assignment, see Configuring assignments.

For more information, see Configuring the cognitive service capabilities.



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Google Maps

Configuration to enable the Google Maps license 

googleMapsApiKey

To enable the Google Maps license, enter the API key. For more information see Enabling maps in Smart IT.

Important: FromSmart IT version 18.05, you have to apply license for google.

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Google Maps

Configuration to enable the Google Maps license 

googleMapsApiClientId

To enable the Google Maps license, enter the license key. For more information see Enabling maps in Smart IT.

Important: From version 18.05, you have to apply license for google.

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Google Maps

Configuration to generate unique signatures for the web BMC Service Request Management

googleMapsClientEncryptionKey

(Optional) Your welcome letter from Google includes a cryptographic signing key, which you can use to generate unique signatures for your web service requests. For more information see Enabling maps in Smart IT.

Important: FromSmart IT version 18.05, you have to apply license for google.

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Mobile applications

Configuration to store SSO session cookies between application restartssessionCookiePersistenceEnabledfalse

Set sessionCookiePersistenceEnabled to true in order for mobile clients to store SSO session cookies between application restarts.

Important: This configuration parameter is transferred to the local settings in case of a  Smart ITupgrade.

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Smart IT license

Configuration to allocate a license when a user logs in to Smart IT

arlicense.timeout.in.seconds
[30 -300]
60

When a user logs in to Smart IT, a license is allocated and if the user logs out, the license is released. But If a user directly closes browser, Smart ITwaits for some time (as configured in the arlicense.timeout.in.seconds configuration parameter) and then the license is released. You can set the value between 30 seconds and 300 seconds in this configuration parameter. This configuration parameters automatically sets 30 seconds if you set any value less than 30 seconds. You can check Smart ITlogs to see the arlicense timeout.

Important:

  • This is only applicable for Universal Client of Smart ITnot for any mobile platforms.
  • License cannot be released in case of exceptional cases like, network failure, Smart ITservice down, Smart ITservice kill.
  • This configuration parameter is transferred to the local settings in case of a Smart ITupgrade.

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Approvals

Configuration to notify users about approval intervalscom.bmc.bsm.myit.service.
assistance.NotificationPoller.
DELAY (Deprecated)
0

Notify users about approval intervals in minutes.

Important: This configuration parameter is transferred to the local settings in case of a  Smart ITupgrade.

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Approvals

Configuration to notify users about approval delaycom.bmc.bsm.myit.service.
assistance.NotificationPoller.
PERIOD (Deprecated)
300000

Notify users about approval delay in minutes.

Important: This configuration parameter is transferred to the local settings in case of a Smart ITupgrade.

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Approvals

Configuration to enable or disable notificationsNotificationPoller.ENABLEDtrue

Enable or disable the notification to users about approvals.

Important: This configuration parameter is transferred to the local settings in case of a  Smart ITupgrade.

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Load balancer

Configuration of the load balancer URLsmartit.urlSmarITServer:Port

This will be populated from the installer by default to the servername:port. In case of load balancer, configure the load balancer URL here. The cross-launch for  Smart IT is picked up from the Email notification from the Centralized configuration .

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Application path URL

Configuration to application path URL smartit.apppathsmartit/app

Application path URL for  Smart IT. This is shipped from installer and the default value is smartit/app.

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iFrame 

Configuration to prevent the Cross-Frame Scripting (XFS) through iFrameX-FRAME-OPTIONSDENY

This configuration parameter is used to prevent the Cross-Frame Scripting (XFS) through iFrame. The XFS is an attack that combines malicious JavaScript with an iframe that loads a legitimate page to steal information from an unsuspecting user. This attack becomes successful when it is combined with social engineering.

web.xml

For more information, see 18.08 enhancements Open link (Action Request System documentation).

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Chat server

Configuration to set the chat server admin login user namechat.server.admin.loginadmin

Chat server admin login user name.

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Chat server

Configuration to set the chat server admin passwordchat.server.admin.password

Chat server admin password.

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Chat server

Configuration to set the chat server host namechat.server.cm.hostlocalhost

Chat server host name.

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Chat serverConfiguration to set the chat server Client Portchat.server.client.port5222

Chat server Client port.

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Chat server

Configuration to enable the group chat servicechat.server.groupChatServiceconference

Indicates if the group chat service is enabled.

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Chat server

Configuration to set the chat service connection pool sizechat.server.admin.pool.size6

Chat service connection pool size, set to 6 optimal.

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Openfire 

Configuration to connect the Bosh URL to the Openfire servicechat.server.boshUrl

Bosh URL to connect to the Openfire service. It must be <hostname:binport>/http-bind.

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Openfire 

Configuration to set the domain name in the Openfire server Admin Console server settings chat.server.domain

Domain name that is given in the Openfire server Admin Console server settings.

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Remedy Full Text Search

Configuration to set the incremental indexing interval for words searchcom.bmc.bsm.myitsm.service.
search.index.ISuggestedSearch
WriterService.updateAll.PERIOD
120000

Suggested words search incremental indexing interval in milliseconds.

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Remedy Full Text Search

Configuration to set the incremental indexing delay for words searchcom.bmc.bsm.myitsm.service.
search.index.
ISuggestedSearchWriter
Service.updateAll.DELAY
120000

Suggested words search incremental indexing delay in milliseconds.

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Remedy Full Text Search

Configuration to set the full indexing period for words searchcom.bmc.bsm.myitsm.service.
search.index.ISuggested
SearchWriterService.
indexAll.PERIOD
29120000

Suggested words search full indexing period.

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Configuration to set the full indexing delay for words searchcom.bmc.bsm.myitsm.service.
search.index.ISuggested
SearchWriterService.
indexAll.DELAY
0

Suggested words search full indexing delay.

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Mobile applications

Configuration to notify mobile users about Smart IT events delay 

com.bmc.bsm.myitsm.
service.assistance.Push
Notification.DELAY
120000

Notify mobile users about  Smart IT events delay in milliseconds.

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Mobile applications

Configuration to notify mobile users about Smart IT interval

com.bmc.bsm.myitsm.service.
assistance.PushNotification.
PERIOD
120000

Notify mobile users about  Smart ITinterval in milliseconds.

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Impact analysis

Configuration to set the impact analysis processing delay com.bmc.bsm.myitsm.service.
assistance.ImpactAnalysis.
DELAY
60000

Impact analysis processing delay in milliseconds.

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Impact analysis

Configuration to set the impact analysis interval com.bmc.bsm.myitsm.service.
assistance.ImpactAnalysis.
PERIOD
60000

Impact analysis interval in milliseconds.

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Ticket Console

Configuration to control the ticket console statistics behaviorexplicitStatsRefresh

true (for fresh installation)

false (for upgrade)

This configuration parameter is used to control the ticket console statistics behavior.

For fresh installation, by default the parameter value is set to true. The statistics call is not implicitly executed and a new button is displayed that allows you to refresh the statistics. If you set the value to false, the ticket console statistics call is implicitly executed at the time of console refresh.

For upgrade, by default the parameter value is set to false , and the ticket console statistics call is implicitly executed at the time of console refresh. If you set the value to true , the statistics call is not implicitly executed, and a new button is displayed that allows you to refresh the statistics.  Smart IT upgrade does not change the value if you have already set it.

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 Smart ITproperties

Configuration to set the different properties of  Smart IT

secure.propertiesreportingServerPassword,
ccServerPassword,
googleMapsApiKey,
googleMapsApiClientId,
googleMapsClientEncryptionKey,
tencentMapsApiKey,
chat.server.admin.password,
logback.configuration

This configuration parameter enables you to control different behaviors of Smart IT. The list of commas separated properties are not exposed to your users through REST call.

Important: This configuration parameter is internally used (for rest call 'smartit/rest/ccs')

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Smart Recorder

Incidents

Configuration to drive the business logic for the recommended ticketsshowRecomTicketsFromCustCompOnlyfalse

This configuration parameter drives the business logic for the recommended tickets in the incident profile and in the Smart Recorder screens.

If the value is set to false, the recommended tickets are displayed from the customer company and the service provider type companies that are accessible to the logged in user. 

If the value is set to true, the recommended tickets are displayed from the customer company only.

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Dashboard

Configuration to update the feed refresh interval of the DashboardfeedRefreshInterval60 seconds

This parameter is used to configure the update feed refresh interval of the Dashboard. Based on its value, the Dashboard is synced up with the latest feeds.

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Activity feeds

Configuration to set the default setting of the public and the non-public Activity feedssocialWorklogAccessSettingfalse

This parameter is used to configure the default setting of the public and the non-public Activity feeds. By default, this parameter is set to false, and the Public check box is displayed as unchecked. If you set the value to true, the Public check box is displayed as checked.

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Global search

Configuration to enable or disable the search suggestion in the global searchdisableTypeaheadInGlobalSearchfalse

This parameter is used to enable or disable the search suggestion in the global search. By default it is set to false and the suggestion is displayed when you type texts in the global search. To disable the search suggestion, set this parameter to true.

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Smart Recorder

Configuration to enable or disable the Create Call Log button enableSmartRecorderCallLogfalse

This configuration parameter is used to enable or disable the Create Call Log button on the Smart Recorder screen. By default this configuration parameter is set to false. If you set the value to true, the Create Call Log button appears on the Smart Recorder screen.

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Smart Recorder

 Remedy Asset Management

Configuration to restrict the asset search in Smart Recorder restrictAssetSearchToCustomerfalse

This configuration parameter is used to restrict the asset search in Smart Recorder to the asset related to the Customer. By default it is set as false. If you set the value to true, then while searching an asset in the Smart Recorder, only those assets will be displayed that are related to the selected customer.

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Smart Recorder

 Remedy Asset Management

Configuration for populating the primary contact of the selected assetdefaultCustomerToPrimaryContactfalse

This configuration parameter is used to configure Smart Recorder to populate customer with Primary Contact of selected asset only. To do this, you can set the parameter value to true. By default, this parameter is set to false.

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Global search

Configuration to decide the wildcard (%) character to be appendedUseLeadingSearchForPersontrue

This configuration parameter is used to decide which wildcard (%) character should be appended to the people search text. This is applicable only for the global search.

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Landing page

Configuration to set the landing page of Smart IT after logging in

landingPageDashboard

This configuration parameter is used to set the landing page of  Smart IT after log in. By default,  Smart IT Dashboard appears after you put your user credentials in the login screen of. Smart IT By using this configuration parameter, you can set one of the following screens as your landing page: Ticket Console , Asset Console , Knowledge Console , Smart Recorder, Calendar . You need to put the exact screen name as it is mentioned here as these values are case sensitive. If you put the wrong values in the Centralized configuration , the Dashboard screen is set as the default landing screen. If you don't have permission to access the Smart Recorder , and still you set Smart Recorder as your landing screen, you will get an error message after you log in to  Smart IT .

Notes:

  • If you set the calendar as landing page and the calendarFeatureEnabled configuration parameter is set to false, then Dashboard is set as the landing page ofSmart IT.
  • If you click the Remedy logo, the dashboard page appears.

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Service requests

Configuration to enable service request creationobo.enabled.for.allfalse

This configuration parameter is used to enable service request creation on behalf of Customer by Contact. You can set the value to true for a better performance.

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Service requests

Configuration to use leading wildcard characters while creating service requests obo.search.prefixWildcardtrue

This configuration parameter is set for using leading wildcard characters while creating service requests on behalf of Customer by Contact. You can set the value to false for a better performance.

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Service requests

Configuration to transform the case of the customer search textobo.search.transformSearchTermCasenone

While creating Service request on behalf of Customer by Contact, this configuration parameter transforms the customer search text to either lower, or upper, or none.

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 Remedy Full Text Search

Configuration to enable search by using the name-based queryallowPersonSearchByNameOnlyfalse

This configuration parameter is used to search by using the name-based query. You can configure this parameter to true to enable search by firstname%lastname.

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Auto refresh interval 

Tickets

Configuration to set the auto refresh interval timelineRefreshInterval60

This configuration parameter is used to set the auto refresh interval for Ticket Timelines.

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InAppSurvey

Configuration to enable the InAppSurvey feature enableInAppSurveytrue

This configuration parameter is used to enable the InAppSurvey feature for Smart IT.

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Unable to render {include} The included page could not be found.

Configuration to enable the integration of Smart IT with

Unable to render {include} The included page could not be found.

enableSbeIntegrationfalse

This configuration parameter is used to enable the integration of Smart IT with

Unable to render {include} The included page could not be found.
. Set the enableSbeIntegration parameter to true to enable the integration.

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Google Maps

Configuration to configure Google Maps mapApigoogle

You can configure Google Maps by using this parameter and keeping the value as google.

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Configuration parameters available in the local settings of com.bmc.arsys.smartit component


In case of a Smart IT upgrade, the local settings configuration parameters reflect the values as per user's existing connect.properties files. These configuration parameters are available in the local settings of theSmart IT server.


Logging

Configuration for logginglogback.configuration

Click here:

logback_smartit.xml.

Logging configuration for Smart IT.

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BMC Helix AIOps

Configuration to integrate Smart ITwith BMC Helix AIOps

innovation_suite.base.url""

In this parameter, specify the Remedy Server server base URL to be used for authentication and integration. This parameter is used to establish integration with  for Probable Cause Analysis. For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring.

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Configuration parameters in arsystem.bmc.arsys.itsm

Activity Note

Configuration to use search in Activity Note
ActivityHotkeySearchesByPeopleAsset true

If you set this configuration parameter to true or null , the search that you use in Activity Note by entering @ and some characters will run in both people and asset records to fetch the matching records. If you set the configuration parameter to false , the search that you use in Activity Note will run in only the people records.


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Configuration parameters to be added in the global settings (*) com.bmc.arsys.server.shared component


BMC Helix Portal BMC Helix Portal  

Configuration to specify BMC Helix Portal tenant ID

Helix-Portal-Tenant-Id""

This parameter is used to specify the BMC Helix Portal tenant ID to be used for authentication and integration.

In this parameter, specify the BMC Helix Portal tenant ID to be used for authentication and integration. For more information, see Setting up role-based access control Open link . This parameter is used to establish integration with BMC Helix AIOps for Probable Cause Analysis. For more information, see .Probable cause analysis in Incident Management by using BMC Helix Service Monitoring v22.1.

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Base URL

Configuration to specify the IMS server base URL

Helix-Portal-URL""

This parameter is used to specify the Identity Management System (IMS) server base URL to be used for authentication.

In this parameter, specify the IMS server base URL to be used for authentication. This URL is also used 

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Base URL

Configuration to specify the base URLs for Smart IT and  Mid-Tier

IFrame-Allowed-Sites

< Mid Tier and Smart IT URLs separated by a space>

Smart IT

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Progressive Web App

Configuration to enable the embedded self-help in the Progressive Web App screens in Smart IT

arsystem.pwa_enable_self_help true

The Universal Client embeds an iframe that renders the PWA screens within Smart IT. To make sure that the embedded self-help is enabled in the PWA screens in Smart IT, you must configure this parameter.

When this parameter value is true, the Self-help pane is available in in PWA screens in Smart IT. The Self-help pane provides guided assistance, links to help topics, and videos relevant to where users are in the product and the work they are doing.


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Progressive Web App

Configuration to specify the production URL for embedded self-help in the Progressive Web App screensarsystem.pwa_self_help_urlProduction URL for embedded self-help assistance

The Universal Client embeds an iframe that renders the PWA screens within Smart IT. To make sure that the embedded self-help is enabled in the PWA screens inSmart IT, you must specify the production URL in this parameter.

This configuration parameter is used to specify the production URL of the embedded self-help.

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

If your organization decides to create custom Whatfix guided assistance using a separate Whatfix license, use this parameter to point to your custom content.


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Progressive Web App

Configuration to specify the date and time format in the Progressive Web App screensarsystem.pwa_date_field_display_mode1 (for absolute)

For PWA screens, by default, the date and time is displayed in absolute format, such as Sep 15, 2016 6:00 PM. This format displays the exact date and time. You can configure the format by using this parameter.

This configuration parameter is used to specify the date and time format in the PWA screens.

When this parameter value is 1, the date and time is displayed in absolute format, such as Sep 15, 2016 6:00 PM. This format displays the exact date and time. When this parameter value is 2, the date and time is displayed in relative format such as 2 days ago and 3 hours ago. This format gives you a general idea about when an activity happened.


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Configuration parameters available in SHARE:Application_Properties


Version

Configuration to set the current version name of Smart IT

NameSmart_IT_MyIT_Patch

The current version name of Smart IT. The default value is taken while installing Smart IT.

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Version

Configuration to set the current version of Smart IT

VersionNA

The current version of Smart IT. The default value is taken while installing Smart IT.

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Configuration parameters available in the log4j_pluginsvr.xml  file

Knowledge Management


log level info

To ensure that the results of the conversion job are saved to the  arjavaplugin.log  file, verify that the  log level  parameter in the  log4j_pluginsvr.xml  file is set to  info.

For more information, see Converting articles from external file formats.



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Configuration parameters under System Configuration (Knowledge Management Configuration > System Configuration)

Knowledge Management


File System Polling Interval


Common global value for all knowledge sources that are registered as file system paths. After indexing is complete, external articles are available for searching.

For more information, see Configuring indexing intervals.



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Knowledge Management


Default AR Form Indexing Interval


Default value for all knowledge sources that are registered as AR forms. This value can be overridden per knowledge source by setting the value in the Registration Wizard.
For more information, see Configuring indexing intervals.



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Configuration parameters under Application Configuration (Knowledge Management Configuration > Application Configuration)

Knowledge Management

Configuration settings for the application

Company

Name of the company for which you are configuring settings.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Words Around Hits


Configuration for displaying search results.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Boost Use Relevancy

Configuration for increasing relevance when users click  Use  on an article.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Boost View Relevancy

Configuration for increasing relevance when users click  View  on an article.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

View Related Article

Defines which article version is displayed when you are viewing a related article.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Knowledge Assignment Method

Defines the method that the Assignment Engine uses to select an assignee from a support group.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Notifications

Enables or disables notification definitions of all types that are defined per user in AR System.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Weighting Factor for Each Error

Defines a company's overall error weighting factor, which is used to calculate the overall Article Quality Index (AQI) score of a KCS user.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Enforce Feedback

Enables or disables mandatory feedback when you view a knowledge article in the Service Request Management Console.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Allow Knowledge Submitter to edit an article until it is in the Draft status Disabled

Enable modify permissions for users with the functional role of Knowledge Submitter to edit knowledge articles until they are in Draft status.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Enforce Article review status

Mandate the selected review stage if the  Allow Knowledge Submitter to edit article till Draft status  option is enabled.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Record Article View

Enables or disables the recording of viewing history of the knowledge article.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Search History Level

Defines the volume of search requests that are recorded as search history, to enable you to control the amount of history items in your database.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Search History Retention

Defines the number of days that a search is saved.

For more information, see Configuring application settings.



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Knowledge Management

 Configuration settings for the application

Article History Retention

Defines the number of days that information about changes made to an article is saved.

For more information, see Configuring application settings.



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Configuration parameters required for the Article Conversion Tool

Knowledge Management

Login and common configuration parameters

ARUser

User name for the AR System Server administrator.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

ARPassword

Password for the ARUser.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

inputPath

Location of the article to be converted.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

imageIdentifier

Prefix that is used in the original knowledge articles to identify image file paths. The prefix be followed by a forward slash ( / ).

When the Article Conversion Tool encounters an image identifier, it uses the information that follows the forward slash to scan the directory for the referenced file.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

imagesPath

Location of the image files that are used by the original knowledge articles.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

attachmentsPath

Location of the attachments in the original knowledge articles.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

attachmentIdentifier

Prefix that is used in the original knowledge articles to identify attachment file paths. The prefix must be followed by a forward slash ( / ).

When the Article Conversion Tool encounters an attachment identifier, it uses the information that follows the forward slash to scan the directory for the referenced file.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

ARServer

Host name of the AR System Server.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

webServer

Host name of the IT Service Management server.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

webPort

Port number used to communicate with the IT Service Management.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

apiPort

Port number used by APIs to communicate with the AR System Server.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

httpProtocol

Indicates whether the hyperlinks in the original knowledge articles use HTTP or the HTTPS.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Login and common configuration parameters

KBurlIdentifier

Prefix that is used in the original knowledge articles to identify hyperlinks to other knowledge articles. The prefix must be followed by a forward slash ( / ).

When the Article Conversion Tool encounters a knowledge article URL identifier, it uses the information that follows the forward slash to scan the directory for the referenced knowledge article source file.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

 ownerGroup

Name of the support group to which the knowledge article's owner belongs. The group must already be registered in the AR System database.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

 ownerGroupId

Group ID of the support group to which the knowledge article's owner belongs.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

owner

Full name of the AR System user who owns the knowledge article. It can be the author or another user.

Specify First Name and Last Name, separated by a space.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

ownerId

Login name of the AR System user who owns the knowledge article. It can be the author or another user.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_author

Full name of the AR System user who created the knowledge articles.

Specify First Name and Last Name, separated by a space.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

authorId

Login name of the AR System user who created the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_assigned

Login name of the AR System user to whom the knowledge article is currently assigned.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_prevAssigned

Login name of the AR System user to whom the knowledge article was previously assigned.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_companies

Name of the company for which the original knowledge article was created. The company must already be registered in the AR System database.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_title

Title of the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

attachments

Comma-separated list of attachment file names.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI2.sub1

Name of the product to which the knowledge article is relevant.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI2.sub2

Name of the manufacturer of the product to which the knowledge article is relevant.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI2.sub3

Model or version of the product to which the knowledge article is relevant.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI3.category

Name of the Business Service (CI) that is relevant to the knowledge article. The CI must already exist in the Atrium CMDB.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI.category

Operational categorization Tier 1.

For more information, see Categorization.



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Knowledge Management

Metadata parameters

CTI.type

Operational categorization Tier 2.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI.item

Operational categorization Tier 3.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI2.category

Product categorization Tier 1.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI2.type 

Product categorization Tier 2.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI2.item 

Product categorization Tier 3.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

CTI4.category

Geographic region of the site of the company to which the knowledge article is relevant. This region could be a continent or a country.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

 CTI4.type 

Further narrows down the location of the site, by indicating a smaller area in which a group of sites is located. This location could be a state or a city.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

 CTI4.item 

Pinpoints a single site to which the knowledge article is relevant. This site could be a city or an office building.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

 KMS_visibility_groups

Names of the visibility groups to whom the knowledge articles will be visible, sorted by company.

For more information, see Managing knowledge article visibility.



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Knowledge Management

Metadata parameters

KMS_creationDate

Date on which the knowledge article was created.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_lastModifiedDate

Most recent date on which the knowledge article was modified.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_reviewDate

Date on which the knowledge article is scheduled for review.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_documentId

Document ID of the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_keyWords

Search keywords that users can enter to locate the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_status

Current status of the knowledge article in its lifecycle.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_prevStatus


Previous status of the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

language


Language in which the knowledge article is written.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_kblinks_prefix 


Prefix used in hyperlinks to other knowledge articles. This prefix includes the KBurlIdentifier value.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Metadata parameters

KMS_kblinks_suffix 


Suffix used in hyperlinks to other knowledge articles. This suffix can be used to specify URL attributes.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Source parameters

formName


The knowledge article template that you want the converted knowledge articles to use. The following options are available:

  • HowToTemplate
  • ProblemsSolutionTemplate
  • ReferenceTemplate
  • KnownErrorTemplate

For more information, see Creating a configuration file for conversions.



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Knowledge Management

How to template parameters

RKMTemplateQuestion

Maps the Question field in Knowledge Management, where you can capture the details of the question that is being addressed by the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

How to template parameters

RKMTemplateAnswer

Maps the Answer field in Knowledge Management, where you can capture the solution details of the question that is being addressed by the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

How to template parameters

RKMTemplateTechnicianNotes

Maps the Technical Notes field in Knowledge Management, where you can capture miscellaneous technical information that is relevant to the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Problem Solution template parameters

RKMTemplateProblem

Maps the Problem field in Knowledge Management, where you can describe the problem or question that the knowledge article addresses.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Problem Solution template parameters

RKMTemplateSolution

Maps the Solution field in Knowledge Management, where you can describe the answer to the problem or question that the knowledge article addresses.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Problem Solution template parameters

RKMTemplateTechnicianNotes

Maps the Technical Notes field in Knowledge Management, where you can capture miscellaneous technical information that is relevant to the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Reference template parameters

Reference

Maps the Reference field in Knowledge Management, where you can capture the reference information that is relevant to the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Known Error template parameters

RKMTemplateError

Maps the Error field in Knowledge Management, where you can capture details of the error relevant to the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Known Error template parameters

RKMTemplateRootCause

Maps the Root Cause field in Knowledge Management, where you can capture details of the root cause of the error that is relevant to the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Known Error template parameters

RKMTemplateFix

Maps the Workaround/Fix field in Knowledge Management, where you can capture details of the fix for the error that is relevant to the knowledge article.

For more information, see Creating a configuration file for conversions.



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Knowledge Management

Known Error template parameters

RKMTemplateTechnicianNotes

Maps the Technical Notes field in Knowledge Management, where you can capture miscellaneous technical information that is relevant to the knowledge article.

For more information, see Creating a configuration file for conversions.



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Configuration parameters for ROI

Change Management

Flashboards parameters

Cost (per hour)


The estimated per hour cost of change that is used by your organization for creating projections.

For more information, see Configuring parameters for the ROI flashboard.



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Change Management

Flashboards parameters

Effort Input

One of the following values:

  • Specify Effort Estimate
  • Use Baseline Effort

For more information, see Configuring parameters for the ROI flashboard.



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Change Management

Flashboards parameters

Effort Estimate (in hours)


The actual value of the Specify Effort Estimate parameter, if that parameter is configured.

For more information, see Configuring parameters for the ROI flashboard.



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Change Management

Flashboards parameters

Baseline Cost Calculation


If you select the Use Baseline Effort option as the Effort Input, the flashboard uses the following values:

  • Effort (in hours)
  • Unsuccessful Changes (per month)

For more information, see Configuring parameters for the ROI flashboard.



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Service Desk

Cost of incident handling parameters

Cost (per hour)

The estimated per-hour cost of incident handling. Your organization uses this cost for creating projections.

For more information, see Configuring a cost of incident handling flashboard.



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Service Desk

Cost of incident handling parameters

Effort Input


The following values are used to define the Effort Input parameter:

  • Specify Effort Estimate
  • Use Baseline Effort
  • Calculate Cumulative Effort

For more information, see Configuring a cost of incident handling flashboard.



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Service Desk

Cost of incident handling parameters

Effort Estimate (in hours)


The actual value of the Specify Effort Estimate parameter, if that parameter is configured.

For more information, see Configuring a cost of incident handling flashboard.



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Service Desk

Cost of incident handling parameters

Baseline Effort (in hours)


The estimated average number of hours required to handle an incident request, expressed in hours. Your organization uses this estimate for creating projections.

For more information, see Configuring a cost of incident handling flashboard.



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Service Desk

Cost of incident handling parameters

Estimated Requests (per month)

750

The number of incident requests received on a monthly basis used by your organization to create baseline estimates. 

For more information, see Configuring a cost of incident handling flashboard.





Service Desk

Cost of outages parameters

Cost of incident handling parameters

Cost of failed changes

Company


The company to which the parameters apply. If the parameters apply to all companies, select Global.



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Service Desk

Cost of outages parameters

Cost (per minute)

 10

The estimated cost of outages. Your organization uses this cost for creating projections. For example, if your organization estimates that CI outages costs 95 dollars per minute, enter 95; if your organization estimates that CI outages costs 50 euros per minute, enter 50; and so on. 

For more information, see Configuring a cost of outages flashboard.



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Service Desk

Cost of outages parameters

Monthly Outages (in minutes)

 10

The estimated amount of time lost to CI outages per month, expressed in minutes. Your organization uses this estimate for creating projections

For more information, see Configuring a cost of outages flashboard.



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Service Desk

Cost of outages parameters

Outage Input


The following values are used to define the Outage Input parameter:

  • Calculate Cumulative Outage
  • Specify Estimated Outage

For more information, see Configuring a cost of outages flashboard.



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Service Desk

Cost of outages parameters

Estimated Outage (in minutes)

 100

The estimated amount of time, in minutes, lost to outages on a monthly basis. The system uses this estimate to calculate the actual outage cost. Your organization uses this estimate for creating projections. 

The estimated outage minutes per month used by your organization to create baseline estimates.

For more information, see Configuring a cost of outages flashboard.



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Service Desk

Cost of failed changes

Cost (per hour)

 100

The labor cost from addressing failed changes used by your organization to create a baseline estimate. For example, if your organization estimates that the labor for a failed change costs 95 dollars per hour, then enter 95. If your organization estimates that labor cost resulting from failed changes would be 50 euros per hour, then enter 50, and so on.





Service Desk

Cost of failed changes

Effort (in hours)

 25

The number of hours to recover from a failed change used by your organization to create a baseline estimate.





Service Desk

Cost of failed changes

Number of Unsuccessful Changes

15

The estimated number of unsuccessful changes per month, used by your organization to create baseline estimates.





Service Desk

Cost of failed changes

Effort Input

 20
Select from the list as follows:
  • Specify Effort Estimate
  • Use Baseline Effort





Service Desk

Cost of failed changes

Effort Estimate (in hours)


The estimated number of hours to recover from a failed change.





Configuration parameters for dashboards

Service Level Management

Service Level Manager Dashboard

SLM Customer Dashboard

flashboards.showgraphinflash

If you are not able to view the dashboards, ensure that the value of the flashboards.showgraphinflash parameter is set to 2.

For more information, see Setting whether to display flashboards with HTML or Adobe Flash.



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Other configuration parameters

BMC Helix Innovation Suite

Deployment configuration

HELIX_POST_DEPLOY_CONFIG

HELIX_POST_DEPLOY_CONFIG is a pipeline that is used to delete the Demo user.

Demo user is deleted when you select the HELIX_POST_DEPLOY_CONFIG option and run the HELIX_ONPREM_DEPLOYMENT pipeline post-installation of BMC Helix IT Service Management .

For more information, see Performing the installation.




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