Setting configuration parameters
Use the Server Group Configuration form of the Remedy Management Console to view the configuration parameters. For more information, seeManaging server group components by setting global-level and local-level configurations.
To set the configuration parameters
The configuration parameters are available in the Centralized configuration. Perform the following steps to view or change the configuration settings:
- In a browser, enter the following URL address:
http://midTierServerInstallDir/arsys/forms/serverName - Log in.
- Select AR System Management Console > AR System Server Group Console > Server Group Configuration.
Configuration parameters available in the global settings (*) of com.bmc.arsys.smartit component
Configuration to enable access to BMC Helix Dashboards from BMC: Helix ITSM
You can use this parameter to enable access to
from BMC Helix ITSM.
Configuration to enable or disable the Needs Attention flag
You can configure Centralized configuration to enable or disable the Needs Attention flag of BMC Helix ITSM. The Needs Attention flag appears in the Dashboard, Ticket Console, and tickets to highlight that the ticket requires priority attention. Use the following information to configure this parameter:
Parameter | showNeedsAttentionFlag |
Default Parameter value | false |
Description | By default, this configuration parameter is set to false. To show the Needs Attention flag to all supported tickets, set this configuration parameter value to true. |
For more information, see Deciding which ticket to work on next.
Configuration to specify the language by user preference form
Use this parameter to display the screens and fields of BMC Helix ITSM in the user-preferred language as saved in the AR System User Preferences form without depending on the browser locale setting.
Parameter | useARUserPreferenceForLocalization |
Default Parameter value | false |
Description | By default, this configuration parameter is set to false. To display the screens and fields of BMC Helix ITSM in the user's preferred language without depending on the browser locale setting, set this configuration parameter value to true. |
For more information, see Supported languages and locales.
Configuration to remove HTML tags from activity note in Dashboard
Use this parameter to remove the HTML tags from the activity notes text of a knowledge article.
Parameter | sanitizeRTFWorknoteOnDashboard |
Default Parameter value | false |
Description | By default, this configuration parameter is set to false. To remove the HTML tags from activity note text of all ticket types while viewing on Dashboard, set this configuration parameter value to true. |
For more information, see Creating incidents, service requests, and work orders.
Configuration to enable the Progressive Web App screens
You can use this configuration parameter to enable the Progressive Web App (PWA) screens.
Parameter | Enable-Progressive-Views |
Default parameter value | false |
Description | When this parameter is set to true, you can access the Progressive Web Application (PWA) screens in BMC Helix ITSM. For more information, see Enabling the Progressive Web Application screens. |
Configuration to specify the mid tier load balancer server URL
As an administrator, you can specify the user-facing mid tier load balancer server URL in Centralized Configuration. The mid tier load balance server URL is used for sharing knowledge article links with the user and to launch Progressive Web App screens.
Parameter | mid_tier.base.url |
Default parameter value | "" |
Description | In this parameter, specify the user-facing mid tier load balance server URL. This URL is used in the following scenarios:
Learn more about Enabling the Progressive Web Application screens. |
Configuration to enable auto assignment of tickets from Live Chat
This configuration parameter is used to configure auto assignment of tickets from Live Chat.
Parameter | assignTicketToLiveAgent |
Default parameter value | false |
Description | When this parameter is set to true, incident and work order tickets created from Live Chat are automatically assigned to the agent who last handled that chat conversation. For more information, see Assigning tickets. |
Configuration to enable copying of the primary product and the operational categories from knowledge article
You can configure Centralized configuration to enable copying of the primary product and the operational categories from a knowledge article to the similar fields of an incident when the incident is resolved by using a knowledge article. Use the following information to configure this parameter:
Parameter | copyPrimaryCategoryOnResolve |
Default Parameter value | true |
Description | By default, this configuration parameter is set to true and the primary product and the operational categories are copied from a knowledge article to the similar fields of an incident when the incident is resolved by using that knowledge article. If you set the parameter value to false, these values are not copied to the incident. |
Configuration to enable validation of the vulnerable content in a knowledge article
You can configure Centralized configuration to enable validation of the vulnerable content in a knowledge article. Use the following information to configure this parameter:
Parameter | ValidateFileContent |
Default Parameter value | true |
Description | By default, this configuration parameter is set to true. This configuration parameter validates the image content and displays error message if a user tries to upload vulnerable content. |
Configuration to pass host URL of the videos that can be uploaded in knowledge articles
You can configure Centralized configuration to pass host URL of the videos that can be uploaded in knowledge articles. Use the following information to configure this parameter:
Parameter | jsoupWhiteListedUrlHosts |
Default Parameter value | www.youtube.com |
Description | By default, this configuration parameter includes www.youtube.com. You can include multiple host names with comma separated values. The host names added in this configuration parameter are passed when you add videos in a knowledge article. |
Configuration to pass the tags of knowledge articles
You can configure Centralized configuration to pass the tags or attribute of knowledge articles. Use the following information to configure this parameter:
Parameter | jsoupWhiteListedTags |
Default Parameter value | |
Description | By default, this configuration parameter appears empty. You can include multiple tags or attributes which you want to be passed while submitting a knowledge article. You must add the tag in this parameter if you find the following error message in the log file while submitting a knowledge article: Please add below list to CCS jsoupWhiteListedTags if you want to permit the attributes |
Configuration to apply Jsoup clean filter on knowledge articles
You can configure Centralized configuration to apply Jsoup clean filter on knowledge articles. Use the following information to configure this parameter:
Parameter | jsoupEnabledUrlsForKnowledge |
Default Parameter value | knowledge/create,knowledge/all |
Description | By default, the Jsoup clean filter is applied while creating and updating a knowledge article. You can remove the default values if you don't want to apply the Jsoup clean filter. In that case, the checks on the tags or attributes are removed. |
Configuration to enable or disable the debug logging of BMC: Helix ITSM
You can configure Centralized configuration to enable or disable the debug logging of BMC Helix ITSM. To do so, configure the following parameter:
Parameter | log.level |
Default Parameter value | WARN Other values: INFO, info, DEBUG, debug, warn, TRACE, trace, ERROR, error |
Description | By default, this configuration parameter is set to WARN. For BMC Helix ITSM cluster this configuration parameter needs to be set for each server component in the Centralized configuration. |
Configuration to enable or disable the push notifications
You can configure Centralized configuration to enable or disable the push notifications. To do so, configure the following parameter:
Parameter | pushNotificationFeatureEnabled |
Default Parameter value | true |
Description | By default, this configuration parameter is set to true. You can disable the push notifications by setting the value of this configuration parameter to false. |
Configuration to define the retention limit of the push notification
You can configure Centralized configuration to define the retention limit of the push notifications. To do so, configure the following parameter:
Parameter | discardPushNotificationAfterHrs |
Default Parameter value | 48 hours |
Description | By default, this configuration parameter is set to 48 hours. The push notifications, which are older than 48 hours, are discarded and the entries are removed from the SMT:Social_ImpactAnalysis_PushNotification form of BMC Helix ITSM. |
Configuration to show filters in the recommended knowledge articles search
You can configure Centralized configuration to show filters in the Recommended Knowledge article under the Resources tab. To do so, configure the following parameter:
Parameter | showFilterForRecommendedKnowledge |
Default Parameter value | false |
Description | By default, this configuration parameter is set to false. If you set the configuration parameter to true, the following filters appear in the Recommended Knowledge article:
Based on your selection, the recommended knowledge articles are displayed. If you select both the check-boxes, the recommended knowledge articles are displayed based on both customer company and the operational categories. For more information, see Knowledge Article number 000258057 (Support logon ID required) . |
Configuration to display the latest published knowledge article
Administrators can configure the following parameter to display the latest published knowledge articles:
Parameter | showPublishedLinkedArticle |
Default parameter value | false |
Description | By default, the value of this configuration parameter is set to false. To enable your users to see the latest published version of a knowledge article, when they click a knowledge article link in a knowledge article set the value to true. If the linked knowledge article has only one version and it is not published yet, then the non published knowledge article is opened even if you set the parameter value to true. |
Configuration to specify BMC:Helix ITSM session timeout in minutes
You can configure the session timeout for BMC Helix ITSM by using this configuration parameter:
Parameter | session.timeout |
Default parameter value | 30 |
Description | This configuration parameter indicates the number of minutes after which the current session will expire. When the system has exceeded this amount without any activity, you must log in to BMC Helix ITSM again. The session timeout value must be the same for BMC Helix ITSM and Mid Tier. If the session timeout values are different, unexpected session expiry issues could occur. |
Configuration to search people based on first name and last name
You can configure the parameter to search for people by using their last name first name along with first name last name.
Parameter | reversefirstNameLastName |
Default parameter value | False |
Description | This parameter is used for searching with last name first name along with first name last name. By default value is False. You can change it to True if you want to search with lastname firstname. True will add additional clause in the query to search by lastname firstname along with the firstname lastname. |
Configuration to save knowledge article PDFs
IT agents can share knowledge articles with customers and internal team. The system converts the articles as PDF files. As an administrator, on the Centralized configuration, you must configure the temporary path to save the PDF file.
Parameter | filePathToSaveTempKnowledgeArticleFile |
Default parameter value | JAVA_TMP_FILE_LOCATION |
Description | This parameter allows you to configure the Java temp location. The temporary PDF files of knowledge articles are stored at this location. The PDFs are then emailed to customers. To send a knowledge article, you need Read/Write permissions to the folder that maintains the temporary PDF files generated during PDF conversion at the BMC Helix ITSM server. The default path is Java temp location. You must either provide permission to the folder, or configure the location by using this parameter. The administrator must periodically clean this folder. |
Configuration to enable integration of BMC: Helix ITSM with Live Chat
You can enable integration of Live Chat with BMC Helix ITSM by using the following configuration parameter:
Parameter | enableESChatIntegration |
Default parameter value | true |
Description | This parameter enables the administrators to integrate Live Chat with BMC Helix ITSM. |
Configuration to specify clean-up interval for draft and expired knowledge articles
You can use this configuration parameter to specify the interval after which draft and expired knowledge articles are cleared from the database.
Parameter | com.bmc.bsm.myitsm.service.knowledge.deleteExpiredKASaves.PERIOD |
Default parameter value | 86400000 (milliseconds) |
Description | Use this configuration parameter to set the period after which autosaved knowledge article drafts and expired knowledge articles are cleared from the BMC Helix ITSM database. |
Configuration to specify the initial clean-up interval for draft and expired knowledge articles
You can use this configuration parameter to specify the initial period after which draft and expired knowledge articles are cleared from the database.
Parameter | com.bmc.bsm.myitsm.service.knowledge.deleteExpiredKASaves.updateAll.DELAY |
Default parameter value | 120000 (milliseconds) |
Description | Use this configuration parameter to set the initial period after which autosaved knowledge article drafts and expired knowledge articles are cleared from the BMC Helix ITSM database. |
Configuration parameters | Default value | Description |
|---|---|---|
kaAutoSave | 3600 | Decide on the expiration time of auto-saved article. If the copy exists for the time greater than 3600 seconds or 1 hr then this copy is skipped. It is latter cleaned by spring cron task. |
crossSectionStorage | false | This is used for content Attachment of Knowledge Article. BMC Helix ITSM has limitations for each knowledge section. |
useOperatingCompany | false | This parameter defines which Business Services are presented in the 'Affected Service' field in BMC Helix ITSM. For more information, see Knowledge Article number 000335207 (Support logon ID required) . |
isCKEditorSourceEditable | false | While configuring source editing for knowledge articles, if you want to enable source editing (not recommended), you must open the isCKEditorSourceEditable property and change its value from false to true. For more information, see Enabling affected assets and affected services for incident. |
landingPage | Dashboard | This configuration parameter is used to set the landing page of BMC Helix ITSM after log in. By default BMC Helix ITSM Dashboard appears after you put your user credentials in the login screen of BMC Helix ITSM. By using this configuration parameter, you can set one of the following screens as your landing page: Ticket Console, Asset Console, Knowledge Console, Smart Recorder, Calendar. You need to put the exact screen name as it is mentioned here as these values are case sensitive. If you put the wrong values in the Centralized configuration, the Dashboard screen is set as the default landing screen. If you don't have permission to access the Smart Recorder, and still you set Smart Recorder as your landing screen, you will get an error message after you log in to BMC Helix ITSM. Notes:
|
Configuration parameters available in the local settings of com.bmc.arsys.smartit component
In case of a BMC Helix ITSM upgrade, the local settings configuration parameters reflect the values as per user's existing connect.properties files. The following configuration parameters are available in the local settings of the BMC Helix ITSM server:
Configuration parameters | Default values | Description |
|---|---|---|
logback.configuration | Click here: . | Logging configuration for BMC Helix ITSM. |
innovation_suite.base.url | "" | In this parameter, specify the BMC Helix Innovation Suite server base URL to be used for authentication and integration. This parameter is used to establish integration with for Probable Cause Analysis. For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring. |
Configuration parameters to be added in the global settings (*) com.bmc.arsys.server.shared component
Configuration to specify the base URLs for ITSM and Mid Tier
Parameter | IFrame-Allowed-Sites |
Default Parameter value | < and BMC Helix ITSM URLs separated by a space> |
Description | This parameter is used for defining base URLs for BMC Helix ITSM and Midtier that are to be defined in for Iframe security. |
Configuration to enable the embedded self-help in the Progressive Web App screens in BMC: Helix ITSM
The Universal Client embeds an iframe that renders the PWA screens within BMC Helix ITSM. To make sure that the embedded self-help is enabled in the PWA screens in BMC Helix ITSM, you must configure the following parameter:
Parameter | arsystem.pwa_enable_self_help |
Default parameter value | true |
Description | When this parameter value is true, the Self-help pane is available in in PWA screens in BMC Helix ITSM. The Self-help pane provides guided assistance, links to help topics, and videos relevant to where users are in the product and the work they are doing. |
Configuration parameters available in SHARE:Application_Properties
Configuration parameters | Default values | Description |
|---|---|---|
Name | Smart_IT_MyIT_Patch | The current version name of BMC Helix ITSM. The default value is taken while installing BMC Helix ITSM. |
Version | NA | The current version of BMC Helix ITSM. The default value is taken while installing BMC Helix ITSM. |