Accessing Smart IT

After a system administrator installs and configures Smart IT, users with specific a Smart IT role and necessary permissions can access and use Smart IT.

Before you begin

To use Smart IT on your mobile devices (Apple iOS and Google Android) and the universal client (UC)—that is, the desktop—you must have the Smart IT user name and password.

The system administrator must provide the following information:

(Universal client) Smart IT URL, for example, http://<hostName:port>/smartit/
(Mobile devices)
- Mobile apps
- Host name, which is the Fully Qualified Domain Name (FQDN)
- Port number

To log in to Smart IT for the first time from mobile devices

Tap the Smart IT icon on your device.
Enter the host name and port number.
Tap Connect.
Enter your Smart IT user name and password.
Tap Log In.
The Updates feed screen is displayed.

You must log in to Smart IT again in the following scenarios:

You log out of Smart IT.
Due to network issues, Smart IT application is disconnected. In this case, you must enter your host name and port number and then log in.

From the universal client

On a web browser, open the Smart IT URL.
Enter your Smart IT user name and password.
(Optional) To use Smart IT with a screen reader, select Use Accessibility Mode. For more information, see Enabling-accessibility-in-Smart-IT.
Click Log In.
The Dashboard window is displayed.

Note

Smart IT does not support username with special character.

Data storage on mobile devices

Smart IT on iOS and Android stores the application data, user credentials, and user preferences on persistence storage. The following table describes the information that is stored by iOS and Android:

	Apple iOS	Google Android
Application data	Last viewed ticket details to support minimal offline viewing Metadata such as localization and customization settings	Metadata used for localization and customization support. Android does not store or cache any data for offline support.
User credentials	Credentials stored in the iOS keychain to enable user to log after in the session timeout (non-SSO case)	Stores the host, port, and user name entered by the user. In case of SSO, the system persists cookies as well.
User preferences	Includes data such as the last filter that was applied on the Ticket Console.
All data deleted when...	The user logs out of Smart IT. The Smart IT application is deleted from the device.	The user logs out of Smart IT. The Smart IT application is uninstalled from the device.

Note

You can access Smart ITapplication from your Android mobile phone even if you don't have active Google Play service. Only Google Maps and Push notifications can't work without active Google Play service.

To release floating licenses to a license pool

A floating license is automatically released back to the pool of available licenses in the following conditions:

- A user logs out of the client.
- A user closes all the client sessions running on the system.
- A user does not perform any action

For more information on the Releasing floating licenses to a license pool, see Releasing floating licenses to a license poolin the Action Request System documentation.

To access the Workspaces list to launch BMC Helix ITSM Insights

Users with appropriate permissions can access the Workspaces list in the Smart IT menu bar. From this list, you can launch the Proactive problem management and Real-time incident correlation functionality provided by BMC Helix ITSM Insights.

For more information, see:

Proactive Problem Management (BMC Helix ITSM Insights documentation)
Real-time incident correlation(BMC Helix ITSM Insights documentation)

Users can access the Workspaces list in Smart IT only when the following conditions are met:

BMC Helix ITSM Insights is licensed.
The innovation_suite.base.url parameter has been set.
Users have the appropriate Smart IT incident or problem permissions.

Where to go from here

If you are...	Refer to the following documentation:
a new user	Getting-started—Overview of Smart IT, Key benefits of Smart IT, similarities and differences with BMC Helix Digital Workplace Release-notes-and-notices—Enhancements in this release Orientation—Specific tasks based on your role in the organization
a service desk agent, specialist, or manager	Using—Basics of using Smart IT, managing your work, creating tickets, creating knowledge articles
an administrator	Release-notes-and-notices—Known and corrected issues Planning—System requirements, permissions needed, performance data Administering—Custom fields, actions, Smart Reporting integration