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.

Enabling the Progressive Web Application screens

Smart IT 20.08 introduces revamped screens for work orders and incidents that are delivered by using the Progressive Web Application (PWA) technology. The PWA technology converts the Remedy Mid Tier view to a modern view that is customizable and extensible.  

You can access the PWA screens for work orders and incidents from the Smart IT Universal Client (UC).

By default, the Smart IT screens are displayed for work orders and incidents. If your organization has opted for this feature, you can enable the PWA screens for work orders and incidents.

For more information, see Progressive web application development (Remedy AR System documentation).

Related topics

Progressive Web Application screens in Smart IT

Learning about Work Order Management

Creating work orders

Learning about Incident Management

Creating a ticket from the Create New menu

Configuration settings A-B (Remedy AR System documentation)


Before you begin

Make sure that you have:

  • Upgraded to the 20.08 version of Remedy AR System and Smart IT.
  • Set the following parameters:

    Parameter nameLocationValue

    arsystem.security_iframe_allowfromurls

    Component Type: arsystem.bmc.arsys.midtier
    Component Name: arsystem.bmc.arsys.midtier-DockerMTClusterUser

    Centralized configuration (when the mid tier is configured with Centralized configuration)


    • http://SmartITServer:portNumber
    • <Smart IT base URL>
      Example:
      https://test-smartit.dsmlab.bmc.com/
    Config.properties file located in <MidtierInstallDirectory>\WEB-INF\classes folder (when the mid tier is configured without Centralized configuration)
    mid_tier.base.url

    Component Type: com.bmc.arsys.smartit

    Component Name: *
    Centralized configuration
    • http://midTierServer:portNumber 
    • <Mid tier base URL>
      Example: https://test.dsmlab.bmc.com/  

    Important

    • If you enable the arsystem.security_iframe_allowfromurls, mid_tier.base.url, and Enable-Progressive-Views parameters by using Centralized configuration, a restart of mid tier is not needed. The updates are reflected in a few minutes.
      If you make change any parameters in the config.properties file, you must restart the mid tier.
    • If the https access for mid tier requires the port number, include it in the mid_tier.base.url parameter. Otherwise, you need not provide the port number.
    • To allow a cross-launch, the domains of mid tier and Smart IT must match. The domains should either be host names or be fully qualified.

To enable the Progressive Web Application screens in Smart IT

  1. In a browser, enter the following URL address to access the Remedy AR System:
    http://midTierServer:portNumber/arsys/

  2. Navigate to the BMC Remedy AR System Administration Console. 

  3. Click System > General > Centralized Configuration.

  4. In the AR System Configuration Generic UI form, select com.bmc.arsys.server.shared in the Component Name list and then * for global settings.

  5. Click Add.

  6. Add a new parameter with the name Enable-Progressive-Views.

  7. Set the value as T for this parameter as shown in the following image:

  8. Click Apply.

  9. Log in to Smart IT.

  10. Create a new work order or incident. The PWA screen for work order or incident is displayed.


    From the Ticket Console, when you select a work order or an incident, the ticket is displayed as a PWA screen.

To disable the Progressive Web Application screens in Smart IT

  1. In Centralized Configuration, from the Component Name list, select com.bmc.arysys.server.shared.

  2. For the Enable-Progressive-Views parameter, enter the value as F.

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Comments

  1. Stuart Rushton

    Hi, Can you double check if this should be com.bmc.arysys.server.shared or com.bmc.arsys.smartit?

    Sep 22, 2020 04:37
    1. Dhanya Menon

      Thank you for the query, Stuart.

      As you can see in the screenshot, the component type is com.bmc.arysys.server.shared.

      Thanks,

      Dhanya

      Sep 22, 2020 09:25
  2. Aryak Ghosh

    Midtier URL and SmartIT URL should be same domain

    Jan 28, 2021 12:47
    1. Dhanya Menon

      Thank you for the feedback, Aryak.

      This information is present in the mid_tier.base.url parameter description:

      If the https access for mid tier requires the port number, include it in the mid_tier.base.url parameter. Otherwise, you need not provide the port number. Also, to allow a cross-launch, the domains of mid tier and Smart IT must match. The domains should either be host names or be fully qualified.

      Hope this is okay.

      Thanks,

      Dhanya

      Jan 28, 2021 03:38