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  

Enabling the Progressive Web Application screens

Smart IT includes revamped screens for work orders, incidents, people profiles, asset, problem investigation, known error, broadcast, task, and change that are delivered by using the Progressive Web Application (PWA) technology. 

The PWA technology converts the Mid Tier view to a modern view that is customizable and extensible. You can access the PWA screens from the Smart IT Universal Client (UC). 

By default, the Smart IT screens are displayed. For more information, see Developing a Progressive Web Application Open link .

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 parameter:

    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>
    • Your browser may take a 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 
    • We do not recommend launching Smart IT in an iFrame when Progressive Web Application screens are enabled.

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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  1. Jesus Diaz-ropero simon

    You should think on activating PWA views without afecting SmartIT, Now if you don't activate it for SmartIT, you can't use PWA view at all. A bad idea.

    Nov 07, 2022 11:55
    1. Jon Stevens-Hall

      For ITSM, the PWA views currently use some components of Smart IT such as the navigation bar, consoles and menus. They add the benefit of ARS-based customization on main ticket forms, as well as being mobile friendly. If you're using AR System forms outside the ITSM application, they can run without Smart IT.

      Nov 16, 2022 09:19
  2. Varun Joshi

    The first time you load PWA screens, your browser may take a few seconds longer to display the screen as it caches the content.

    question:-- What do you mean with first time? Is every day at first time? or First-time login?

    Dec 08, 2022 06:32
    1. Vaishali Kulkarni

      Hello Varun,

      Thank you for your comment.

      When you log in for the first time in PWA screen or delete all the cookies or when the cache content is not available, it will take few seconds to display the screen. This does not happen on daily login.

      Hope this helps.



      Dec 13, 2022 02:36