This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

Configuring actions in Smart IT

Actions are events triggered in Smart IT. These events can open a specified URL or URI or send a signal to the BMC Helix ITSM server to perform a specific activity, such as opening a Google search page with the search string specified in the accelerator and opening ticket details in BMC Helix ITSM.

To configure actions, you must have AR System administrator permissions. To run actions, you must have access to the ticket or item in Smart IT. Service desk agents can run these actions in Smart IT. When service desk agents work in Smart IT, actions provide them a quick access to different sources of information. For example, when resolving a ticket, they can refer to the information provided by defined actions and determine how to proceed. 

Important

If you have set the value of the Enable-Progressive-Views parameter in Centralized configuration as T, you cannot use provider actions in Smart IT. You must create active links in AR System. 

For information about how to create active links, see Creating active links Open link


For more information on configuring actions in Smart IT, see the following topics:


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