PDFs and videos

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

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  Learning about Incident Management
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  Learning about Knowledge Management
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  Smart Recorder overview

Using videos

The following topics in the Using Smart IT sections contain videos that supplement or replace the text-based documentation:

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  Adding tasks to tickets in Smart IT
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  Chatting with other agents to resolve a ticket using Openfire
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  Creating a change request
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  Handling tickets dynamically with Smart Recorder
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  How the Smart Recorder search works
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  Learning about Change Management
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  Managing and tracking major incidents
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  Managing change request collisions
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  Managing major incidents
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  Overview of knowledge articles
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  Overview of ticket creation
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  People profiles in Smart IT
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  Probable cause analysis in Incident Management by using BMC Helix Service Monitoring

Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

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  Adding dynamic menu fields to Smart IT views
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  Enabling accessibility in Smart IT