This documentation supports the 20.08 version of Remedy with Smart IT, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu.

20.08 enhancements


This section contains information about enhancements in version 20.08 of Remedy with Smart IT. 


Related topics

Known and corrected issues

Release notes and notices

Additional Remedy ITSM 20.08 enhancements

Remedy with Smart IT enhancements

The following sections provide information about the enhancements in this release of Remedy with Smart IT.



Revamped screens for work orders and incidents

Smart IT now uses the industry standard Progressive Web App (PWA) technology for the work order and incident screens. You can customize these screens in Remedy Developer Studio in a similar way that you customize the mid tier screens.
The new approach offers a lot of flexibility for developing a dynamic modern UX for incident and work order management that fits exactly your needs, as compared to the legacy Smart IT approach, which does not allow for customizations and extensions.
You can opt in to enable the Progressive Web Apps screens for work orders and incidents.

For more information, see:



Relate task or task group templates to incident templates

In Remedy IT Service management, when you create a new incident template or modify an existing incident template, you can relate task or task group templates to the incident template by using the new Task Templates tab. In Smart IT, when you use such incident templates to create an incident, the related task or task group templates automatically become available on the Tasks tab. This helps you to reduce the time taken to create an incident that requires several tasks or task groups. For more information, see Creating a ticket from the Create New menu and Relating task templates with incident templates .



New configuration parameter for debug logging in Centralized configuration

Instead of using logback.xml, now you get the debug logging, by using a newly-introduced log.level configuration parameter, Centralized configuration.





Indicate Chat as the reported source for incidents and work orders

The Reported Source field includes Chat as a source for incidents and work orders. For any ticket that an agent creates directly from a chat, the Chat option is selected automatically in the Reported Source field.

The Reported Source field is not visible by default in incidents and work orders. However, you can add this field to views and use this field to generate reports.

For information about adding custom fields to your views, see Adding custom fields to your views using Smart IT.





Automatically assign tickets created from BMC Live Chat

Incidents or work orders in Smart IT that are created from a BMC Live Chat conversation are automatically assigned to the agent who last handled that chat conversation. This eliminates the support agent's manual efforts to assign tickets to self. 

To learn how auto assignment works with tickets created from BMC Live Chat conversations, see Assigning tickets in Smart IT.

To learn how to enable automatic assignment of BMC Live Chat tickets to the logged in agent, see Configuring automatic ticket assignments.

To learn how to set the default support group for a company, see  Setting the default support group for a company (BMC Live Chat documentation).




Ability to submit a service request from Digital Workplace Catalog in Smart Recorder

Your service desk agents can submit service requests on behalf of a customer by using a Digital Workplace Catalog in Smart Recorder.

For more information, see, Submitting service requests






Introduction of an attention flag to define the priority of work

When your support agents access Smart IT Dashboard, or Ticket Console, they see an attention flag in all Incident and Work Order tickets that need their attention to work on priority basis. To make this feature available for the support agents, the administrators need to configure the showNeedsAttentionFlag parameter in Centralized configuration.

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





Agents can set their screen name to be displayed to end users in BMC Live Chat

By default, a support agent's full name is displayed to end users in BMC Live Chat. 

In Remedy with Smart IT (Smart IT), support agents can set their screen name that is displayed to the end users. 

Learn how to set your screen name at  Accessing and navigating the agent console (BMC Live Chat documentation).






Dashboard to monitor agent assignment load and chat sessions

Live Chat administrators and supervisors can monitor ongoing chat sessions and review the assignment load on support agents to provide them help when needed. 

In the dashboard, you can view information such as:

  • Open chats with an agent.
  • Average time an agent spends on a chat session. 
  • Agent assigned to a particular chat session. 
  • How long a chat was in queue before it was accepted by a support agent. 
  • Name of the customer who initiated a chat.

For more information about the Monitoring Dashboard, see Monitoring agent assignments and chat sessions from the Monitoring Dashboard (BMC Live Chat documentation).

Dashboard_Overview.png



What else changed in this release

The following table lists the changes in the product behavior:

UpdateProduct behavior in versions earlier than 20.08Product behavior in version 20.08
Upgrading Smart IT and Smart Reporting Android applications

When you upgrade Android application, you can install it on top of the existing old version of APK certificate.

When you upgrade Android application, you must uninstall the old Android APK before attempting to install the APK signed with a new certificate.


Chat logs are created for the Chat event.

Call logs are created if a live chat session is ended or abandoned and work orders or incidents are not created from the live chat session.


A new Call Log Event Type called Chat is added in the SYS:Menu Items form. When a call log is created from Smart IT, a new entry is made in the SMT:Smart Recorder Call Log form with Chat as the event type. Call logs are created only when the Centralized Configuration Setting parameter enableSmartRecorderCallLog is set to true. To learn how to change the value of this setting, see Centralized configuration.

As an administrator, you can use this event type to generate a report of the call logs created via BMC Live Chat.
Your profile

After you change your location, if you click your name hyperlink in your profile activity timeline, your asset profile page is opened. Your login ID is also displayed after your name hyperlink.

After you change your location, if you click your name hyperlink in your profile activity timeline, your profile image is opened. Your login ID is not displayed after your name hyperlink.
People tab of an asset record

In the People tab of an asset record, when you relate an asset to an organization and a department, you don't get the type-ahead search assistance, and the Show more link is displayed.

In the People tab of an asset record, when you relate an asset to an organization and a department, you get the type-ahead search assistance, and the Show more link is not displayed.
Activity timeline of tickets The activity timeline of tickets displayed only assignments to support agents.

The activity timeline in Progressive Web Application tickets (incidents and work orders) displays the assignments to both agents and support groups.

For more information, see Activity feed overview.

New configuration parameter: copyPrimaryCategoryOnResolveThis configuration parameter is not present.

You can configure this parameter 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.

For more information, see Centralized configuration.

New configuration parameter: ValidateFileContentThis configuration parameter is not present.

You can configure this parameter to validate the content and display an error message if a user tries to upload vulnerable content.

For more information, see Centralized configuration.

New configuration parameter: jsoupWhiteListedUrlHostsThis configuration parameter is not present.

You can configure this parameter to allow the host URL of the videos that can be uploaded in the knowledge articles.

For more information, see Centralized configuration.

New configuration parameter: jsoupWhiteListedTagsThis configuration parameter is not present.

You can configure this parameter to allow the tags or attribute of the knowledge articles.

For more information, see Centralized configuration.

New configuration parameter: jsoupEnabledUrlsForKnowledgeThis configuration parameter is not present.

You can configure this parameter to apply the Jsoup clean filter on the knowledge articles.

For more information, see Centralized configuration.

New configuration parameter: useLocationCompanyForCreateProblemThis configuration parameter is not present.

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

For more information, see Centralized configuration.

New configuration parameter: productAliasBasedSearchThis configuration parameter is not present.

You can configure this parameter to enable the product alias search.

For more information, see Centralized configuration.

New configuration parameter: affectedServiceSearchByAssetPeopleRelationThis configuration parameter is not present.

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

For more information, see Centralized configuration.

New configuration parameter:
ar.date.format
This configuration parameter is not present.

You can configure this parameter to modify the date format as per the AR System server in Smart IT.

For more information, see Centralized configuration.

New configuration parameter: arConnectionRetryIntervalThis configuration parameter is not present.

You can configure this parameter to define the AR server reconnection interval.

For more information, see Centralized configuration.

New configuration parameter: arConnectionRetryCountThis configuration parameter is not present.

You can configure this parameter to define the number of AR server reconnection attempts.

For more information, see Centralized configuration.

New configuration parameter: enableTaggedProfileTimelineSearchThis configuration parameter is not present.

You can configure this parameter to enable or disable the search capability when a person or an asset is tagged while populating the timeline on the person or asset profile.

For more information, see Centralized configuration.

New configuration parameter: restrictTimelineForNoOfDayThis configuration parameter is not present.

This configuration parameter is used only when the enableTaggedProfileTimelineSearch parameter is set to true. By using this parameter, you can restrict the search of the tagged asset or person in the ticket worklog up-to a specific number of days.

For more information, see Centralized configuration.

New configuration parameter: pushNotificationFeatureEnabledThis configuration parameter is not present.

You can configure this parameter to enable or disable the push notifications.

For more information, see Centralized configuration.

New configuration parameter: skipCIandTagForAffectedAssetSearchThis configuration parameter is not present.

You can configure this parameter to enable isExclude_TAG_and_CI_ID in the Affected Asset search field.

For more information, see Centralized configuration.

New configuration parameter: discardPushNotificationAfterHrsThis configuration parameter is not present.

You can configure this parameter to define the retention limit of the push notifications.

For more information, see Centralized configuration.

New configuration parameter: arsystem.pwa_enable_self_help

This configuration parameter is not present.

You can configure this parameter to enable the embedded self-help in Progressive Web Application (PWA) screens in Smart IT.

For more information, see Centralized configuration.

New configuration parameter: arsystem.pwa_self_help_url

This configuration parameter is not present.

You can configure this parameter to specify the production URL of the embedded self-help in PWA screens in Smart IT.

For more information, see Centralized configuration.

New configuration parameter: arsystem.pwa_date_field_display_mode

This configuration parameter is not present.

You can configure this parameter to to specify the date and time format in the PWA screens in Smart IT.

For more information, see Centralized configuration.



Was this page helpful? Yes No Submitting... Thank you

Comments