This documentation supports the 21.05 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

Configuring automatic following in Smart IT

The Updates feed (located on the Dashboard in the universal client) displays a list of updates for items that users choose to follow (followed items), such as tickets, assets, and knowledge articles. Users also receive updates automatically for tickets for which they are the assignee, and for tickets or profiles for which they have added a note in the Activity feed. 

By default, users also receive updates for any knowledge articles that they create. You can configure whether automatic updates are sent when users create new knowledge articles, incidents, work orders, tasks, service requests, change requests, and broadcasts. When a new ticket is created, the submitted automatically starts following the ticket. To disable implicit following of a ticket, you need to explicitly disable the relevant filter.

Related topics

Updates-feed-overview

Activity-feed-overview

When a new ticket is created, the following filters are run:

Filter name

Ticket type

Automatic following enabled by default?

CHG:CRQ:Social_ChangeFollow

Change Infrastructure

Yes

PBM:PBI:Social_ProblemFollow

Problem Investigation

Yes

PBM:PKE:Social_KnownErrorFollow

Known Error

Yes

RMS:RLM:Social_ReleaseFollow 

Release

Yes

TMS:TAS:Social_TaskFollow

Task

Yes

RKM:KAM:Social_KnowledgeFollow 

Knowledge

Yes

AAS:ATV:Social_ActivityFollow 

Activity

Yes

HPD:INC:Social_IncidentFollow 

Incident 

Yes

SRM:REQ:Social_SRMFollow 

Service Request

No*

WOI:WOI:Social_WorkorderFollow 

WorkOrder

No*

(*)You need to enable the filters so that they are automatically followed. You can enable the filters from the Developers Studio. 

To configure automatic following

You can disable the automatic following by configuring the specific filter in the Developers Studio. To do this: 

  1. From the Developers Studio, search and open the filter from the Filters tab.
  2. Create an Overlay.
  3. Click Execution Options.
  4. From the drop down options of State, select Disable.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*