This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

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

Enabling the Progressive Web Application screens

Smart IT uses revamped screens for work orders, incidents, people profiles, assets, problem investigation, known error, broadcasts, tasks, and change requests that are delivered by using the Progressive Web Application (PWA) technology. 

PWA technology converts the Mid Tier view to a modern view that is customizable and extensible. PWA screens are enabled by default for these ticket types and you can access these screens from the Smart IT Universal Client (UC). PWA screens are not supported on mobile devices. 

For more information on PWA, see Progressive web application development Open link .

Related topics

Progressive Web Application screens

Progressive web application development Open link

Learning about Work Order Management

Learning about Incident Management

Learning about Change Management

Creating a ticket from the Create New menu

Watch the following webinar (01:03:00) to learn about progressive views:

Video contents

01:27 Overview
05:05 Solution architecture
13:48 Enable Progressive Views
18:00 What's Changed - Smart IT and Progressive Views
20:10 Customization with Progressive Views
22:38 Progressive Views ticket types
23:19 Mid Tier and Progressive Views  rendering, customization best practices
57:23 Benefits
59:56 Troubleshooting
1:00:57 References and summary

Before you begin

Make sure that you have performed the following steps:

  • You are an administrator or a user with Progressive Views Config permissions. For more information, see Smart IT roles and permissions.
  • Upgraded to the latest version of Action Request System and Smart IT.

To enable Progressive Views

  1. Navigate to the Administrator Console > Application Administration Console

  2. Click Custom Configuration.

  3. Go to Foundation > Advanced Options > Progressive Views configuration and click Open.

  4. On the Progressive Views Configuration screen, select Enable Progressive Views.

  5. Click Apply.

  6. Log in to Smart IT.
    You can now create work orders, incidents, problem investigations, known errors, tasks, broadcasts, assets, and changes by using the PWA screens. Additionally, from the Ticket Console, when you select a work order, incident, problem investigation, known error, task, broadcast or change, the ticket is displayed as a PWA screen. Similarly, from the Asset Console, when you select an asset, the asset is displayed as a PWA screen.


    If the Progressive Views are not enabled, manually set the following parameters:

    Parameter nameDescriptionLocationValue

    Component Type: com.bmc.arsys.smartit

    Component Name: *
    • 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 be either host names or fully qualified domain names.

    If you enable the mid_tier.base.url parameter by using Centralized Configuration, you need not restart mid tier. The updates are reflected in a few minutes. However, if you make changes to any parameter in the file, you must restart the Mid Tier.

    Centralized configuration
    • http://midTierServer:portNumber 
    • <Mid tier base URL>


    Component Type: arsystem.bmc.arsys.midtier
    Component Name: arsystem.bmc.arsys.midtier-<midtierServerName>

    This parameter is a part of the Mid Tier configuration and is used to enable the cross-launch of Progressive Web App screens. For more information, see Centralized configuration Open link .

    Centralized configuration Open link

    • http://SmartITServer:portNumber
    • <Smart IT base URL>

    Your browser may take few seconds longer to display the PWA screen when you perform the following actions:

    • Click Flush Cache or Sync Cache in Mid Tier
    • Clear the browser cache
    • Open a PWA ticket on the browser for the first time 

To disable Progressive Views

  1. Navigate to the Administrator Console > Application Administration Console

  2. Click Custom Configuration.

  3. Go to Foundation > Advanced Options > Progressive Views configuration and click Open.

  4. On the Progressive Views Configuration screen, clear the Enable Progressive Views checkbox.

  5. Click Apply.

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