Setting configuration parameters in BMC Helix ITSM

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.

By default, this configuration parameter is set to false. To allow an asset user with the asset creator functional role to create a new asset, set this configuration parameter value to true.

By default, the isExclude_TAG_and_CI_ID parameter is set to true for better performance. When this parameter is set to false and users search for assets, the search includes two additional fields, that is, CI ID (210000000) and Tag ID (260100004). As a result, the search takes a long time and the system becomes very slow.

The enableEnhancedAssetSearch parameter can be used to improve search only when the value of the isExclude_TAG_and_CI_ID  parameter is false. Set the value of the enableEnhancedAssetSearch parameter as true.

By default, this configuration parameter is empty and you cannot see Helix Dashboards in BMC Helix ITSM. You must put the url of BMC Helix Dashboards in this configuration parameter to get Helix Dashboards in BMC Helix ITSM .

To make this configuration work properly, you should use the same BMC Helix Single Sign-On for Helix Dashboard (Advance Digital Enterprise) and Helix ITSM. You can also set up BMC Helix Single Sign-On authentication delegation through Open ID Connect (OIDC) between ADE and ITSM BMC Helix Single Sign-On. Without this configuration, when you click Helix Dashboards in BMC Helix ITSM, you get the login page of Helix ITSM instead of BMC Helix Dashboards.

By default, this configuration parameter is set to false. When BMC Helix Service Monitoring (Powered by AIOps) is installed during the onboarding process, this configuration parameter value is automatically set to true.

The number of recent change requests to be displayed in PCA card  of the incident screen . The change requests are displayed based on their Actual Start Date. The change requests are related to a CI which is displayed on the PCA card.  For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring 

A form that stores the data from BMC Helix Service Monitoring (Powered by AIOps) , is refreshed  in  every 10 minutes. You can customize the time interval by updating the value of this parameter.

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.

By default, this configuration parameter is set to false. To display the screens and fields of BMC Helix ITSM in the user's preferred date and time format without depending on the browser locale setting, set this configuration parameter value to true.

By default, this configuration parameter is set to false. To enable the integration of BMC Helix Digital Workplace Catalog, set this configuration parameter value to true.

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-Progressive-Web-Application-screens.

In this parameter, specify the user-facing mid tier load balance server URL. This URL is used in the following scenarios:

• Service Desk Agents use this URL to share knowledge article links with users in Live Chat and enable the chat users to open the knowledge articles in the Mid Tier.
• When Progressive Views are enabled, BMC Helix ITSM uses this URL to render the Progressive Web App screens.

Learn more about Enabling-Progressive-Web-Application-screens.

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 and reassigning problem investigations and known errors.

By default, this configuration parameter is set to false. To enable the product alias search, set this configuration parameter value to true. When the value is set to true, the product search based on the alias is performed only for the search category and not for the browse category.

Note: This configuration parameter is not applicable for BMC Helix ITSM mobile application.

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.

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:

• Customer Company
• Operational Category

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).

If this parameter is not added, the default value is false. To display the filters, you must first add this parameter to the com.bmc.arsys.smartit component and then set the value to true . For more information, see Managing server group components by setting global-level and local-level configurations.

By default, the value of this configuration parameter is set to false. To enable your users to create an incident ticket in a quicker way, set the configuration parameter value to true. Users are able to create a ticket from the first screen of Smart Recorder. This means, the draft screen, clicking the Confirm+Save button and the profile view of the ticket are eliminated while creating a ticket. After creating a ticket in this mode, the landing screen of Smart Recorder is displayed to create another ticket. The ticket ID of the previously created ticket is also displayed in this screen.

Note: If you customize the field properties in the Screen Configuration of BMC Helix ITSM, the field property customizations are not reflected in the quick ticket creation mode of Smart Recorder, because, in this mode, Smart Recorder only depends on the BMC Helix ITSM form field metadata for the required attribute. For example, if you make a custom or out-of-the-box field Required in the Screen Configuration, in the quick ticket creation mode, it is displayed as Optional as per the BMC Helix ITSM form metadata.

By default, the value of this configuration parameter is set to 30 days. As per your requirement, you can change this date.

Best practice: We recommend to set the date in a monthly date range, for example, 30 days, 60 days, 90 days.

The date range that you set, is displayed when you open the Ticket Console.

Use this configuration parameter to define the default view of the calendar. By default the week view is displayed. Administrators can set the value of this configuration parameter to  dayGridMonth  or  timeGridDay  to set the monthly or daily view as default, respectively. BMC Helix ITSM displays the default week view of the calendar if you set any other values except these defined values in this configuration parameter.

Use this configuration parameter to enable the calendar feature in BMC Helix ITSM. By default the parameter value is set to true. You can disable the calendar feature by setting the value to false.

Use this configuration parameter to enable the AI-based cognitive risk assessment feature in Innovation Studio based calendar. To display the Cognitive risk assessment and Risk information from service history panels in the calendar, set ServiceOps-enablechgrisk to true.

Use this configuration parameter to display the tickets in the Shared Ticket Console. You can display the tickets in the Classic Smart IT ticket console by setting this parameter to false.

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 Smart IT and Mid Tier. If the session timeout values are different, unexpected session expiry issues could occur.

The value of this configuration parameter is set to the epoch timestamp when the server cache was last triggered in all BMC Helix ITSM instances.

If the parameter is set to True, when creating tickets in Smart Recorder the service desk agents can search for assets and people on the basis of the #company accelerator. If the service desk agent has access to only one company, then only that company-related records will be displayed for selection.

If the parameter is set to False, when creating tickets in Smart Recorder people and asset is searched in the context of the company to which the logged-in service desk agent has access.

For details see, Smart Recorder overview

This parameter is not available as an out-of-the-box parameter in BMC Helix ITSM. You can configure it in the Centralized configuration.

BMC Helix ITSMdoes not support Service Request Definition (SRD) with Action. If you specify the value of this parameter to True, the system disables the display of SRDs that use actions so such SRDs are not displayed in the Smart Recorder.

If you specify the value of this parameter to False, the system enables the display of SRDs that use actions. Because BMC Helix ITSM does not support SRD that use actions, the actions will BMC Helix ITSM.

The parameter applies to the Change Coordinator/Manager persona. Use this configuration parameter to determine if the user can manage the collision status of change requests that are in collision (when two change requests have one or more of the same related Configuration Items (CIs), and have overlapping scheduled dates). When the parameter is changed to True, the collision management capabilities are disabled for all users belonging to a tenant. For details see, Disabling collision management and impact analysis

Applies to the Change Coordinator/Manager persona. Used to determine if the user can analyze the impact of a Change Request and act on those impacts. An Impact Analysis can be run and analyzed to determine which Configuration Items (CIs) are impacted by the change and those impacted CIs can be related to the Change Request. A value of true will disable the Impact Analysis capabilities for all users belonging to a tenant. For details see, Disabling collision management and impact analysis.

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. 

This parameter enables the administrators to configure the number of CIs related to a change request for which automated collision detection is triggered. If the number of CIs related to a change request exceeds the value set for this parameter, automatic change collision detection should not be triggered.

Collision detection is disabled if this parameter is set to 0.

If this parameter contains an invalid value, this value is not considered and automatic change collision detection is triggered.

Use this configuration parameter to set the second user as customer in the Smart Recorder. By default, when you enter the second user's name in the Smart Recorder, it automatically considers the second user as contact. If you set the smartRecorderSetSecondPersonAsCustomer configuration value to true, the Smart Recorder considers the second user as customer.

Use this configuration parameter to enable the administrators to integrate Live Chat with BMC Helix ITSM.

In this parameter, specify the ESChat server load balancer URL. This parameter enables the agents to access Live Chat from BMC Helix ITSM.

To display the Affected Service and Affected Asset information of an incident in the Related Items, set the value true.

For release ticket, the Retain old CI relationship checkbox is not displayed as the release ticket is not single edit page.

For mobile devices, the date and time format depends on the settings specified in the device. For universal client, the date and time is displayed based on the date and time format of the browser locale. By default, BMC Helix ITSM supports date in English locale, and follows the US date format, mmm dd, yyyy and 12 hour time format. For more information, see Date-time-and-time-zone-display .

Based on this parameter, BMC Helix ITSM starts searching for information for the fields. For example, on Smart Recorder, the searching for information starts after typing 3 characters as the default value is set 3 for this parameter. This configuration parameter is used only for the custom fields that are added through the screen configuration.

Important: If you have enabled the PWA screens , the typeahead for the fields in the Progressive Web Apps screens is not set as per this parameter. You must set the typeahead length in Developer Studio.

• true—(Default value) Customer name and contact name are included in the title and description, and in the customer and contact fields of the ticket.
  The functionality works as follows:
  • If you create a custom ticket, the customer and contact names appear in the title and description when you save the ticket.
  • If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names appear in the title and description, when you save the ticket.
• false —Customer name and contact name are excluded from the title and description. In this case, although the names do not appear in the title and description, they are added to the customer and contact fields of the ticket. Also, if you delete the ticket summary text, the customer name and contact names continue to remain selected in the customer and contact fields.
  The functionality works as follows:
  • If you create a custom ticket, the customer name and contact name do not appear in the title or description when you save the ticket.
  • If you use a ticket template, the template title overwrites any custom title that you enter. If the template already has a description, the custom description appends to the template description. The customer and contact names do not appear in the title or description, when you save the ticket.

For more information, see Configuring Smart Recorder to search.

Use this configuration parameter for content Attachment of Knowledge Article. BMC Helix ITSM has limitations for each knowledge section.

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).

This is the admin user for reporting which BMC provides while BMC Helix ITSM installation.

Assets and services that are affected due to the reported incident, or that are related to the incident are specified in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident.

Example:

Nancy, a service desk agent creates an incident ticket for the issue reported by Allen Allbrook, a customer. Allen belongs to Company A. Allen uses these assets and services: Asset1 and Business service1 belong to Company B; and Asset2 and Business service2 belong to Company A.

• If the affectedCISearchByAssetPeopleRelation property is set to False—when Nancy creates or edits an incident where Allen is the affected customer, the search result displays only Asset2 and Business service2 in the Affected Asset and the Affected Service fields.
• If the affectedCISearchByAssetPeopleRelation  property is set to True—when Nancy creates or edits an incident where Allen is the affected customer, the search result displays Asset1, Asset2 in the Affected Asset field, and Business service1, Business service2 in the Affected Service field.

For more information, see Enabling affected assets and affected services for incident.

Use this configuration parameter to disable specific applications. For more information, see Enabling-or-disabling-modules-in-BMC-Helix-ITSM.

While configuring source editing for knowledge articles, if you want to enable source editing, 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.

Out-of-the-box directives are defined in this property. For more information, see Configuring-security-options.

Out-of-the-box directives are defined in this property. For more information, see Configuring-security-options

Out-of-the-box directives are defined in this property. For more information, see Configuring-security-options

To use the cognitive service set value to one of the following:

• No—If you don't want the Cognitive service to populate the category and the user can manually select a category.
• Show Recommendation—If you want Cognitive service to show Recommendation button that an agent can use to populate relevant category while creating a ticket.
• Apply Automatically—If you want Cognitive service to apply relevant category automatically, while creating a ticket from Smart Recorder.

You can configure this parameter from Cognitive Service Configuration form. To do this, see Configuring-the-cognitive-service-capabilities.

For Cognitive Service to function, ensure that the training data set is successfully trained. For steps to train your data set, see Generating-training-data-for-the-cognitive-service.

To enable the Google Maps license, enter the API key. For more information see Enabling-maps.

Note: You have to apply license for Google.

To enable the Google Maps license, enter the license key. For more information see Enabling-maps .

Note: You have to apply license for Google.

( Optional ) Your welcome letter from Google includes a cryptographic signing key, which you can use to generate unique signatures for your web service requests. For more information see Enabling-maps.

Note: You have to apply license for Google.

Set sessionCookiePersistenceEnabled to true in order for mobile clients to store SSO session cookies between application restarts.

Note: This configuration parameter is transferred to the local settings in case of a upgrade.

When a user logs in to BMC Helix ITSM, a license is allocated and if the user logs out, the license is released. But If a user directly closes browser, BMC Helix ITSMwaits for some time (as configured in the arlicense.timeout.in.seconds configuration parameter) and then the license is released. You can set the value between 30 seconds and 300 seconds in this configuration parameter. This configuration parameters automatically sets 30 seconds if you set any value less than 30 seconds. You can check logs to see the arlicense timeout.

Notes:

• This is only applicable for Universal Client of BMC Helix ITSM not for any mobile platforms.
• License cannot be released in case of exceptional cases like, network failure, BMC Helix ITSM service down, BMC Helix ITSM service kill.
• This configuration parameter is transferred to the local settings in case of a upgrade.

Notify users about approvals Interval in minutes.

Note: This configuration parameter is transferred to the local settings in case of a upgrade.

Notify users about approvals delay in minutes.

Note: This configuration parameter is transferred to the local settings in case of a BMC Helix ITSM upgrade.

Enable/Disable Notify users about approvals.

Note: This configuration parameter is transferred to the local settings in case of a BMC Helix ITSM upgrade.

This will be populated from the installer by default to the servername:port. In case of load balancer, configure the load balancer url here. The cross-launch for BMC Helix ITSMis picked up from Email notification from Centralized configuration.

com.bmc.bsm.myitsm.service.
search.index.ISuggestedSearch
WriterService.updateAll.PERIOD

Use this configuration parameter to control the ticket console statistics behavior.

For fresh installation, by default the parameter value is set to true. The statistics call is not implicitly executed and a new button is displayed that allows you to refresh the statistics.   If you set the value to false, the ticket console statistics call is implicitly executed at the time of console refresh.

For upgrade, by default the parameter value is set to false , and the ticket console statistics call is implicitly executed at the time of console refresh. If you set the value to true , the statistics call is not implicitly executed and a new button is displayed that allows you to refresh the statistics. BMC Helix ITSM upgrade does not change the value if you have already set it.

This configuration parameter enables you to control different behaviours of BMC Helix ITSM. The list of comma separated properties are not exposed to your users through REST call.

Note: This configuration parameter is internally used (for rest call 'smartit/rest/ccs')

Use this configuration parameter to enable or disable search suggestion in the global search. By default it is set to false and the suggestion is displayed when you type texts in the global search. To disable the search suggestion, set this parameter to true.

Use this configuration parameter to set the landing page of BMC Helix ITSM after log in. By default, 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:

• If you set the calendar as landing page and the calendarFeatureEnabled configuration parameter is set to false, then Dashboard is set as the landing page of BMC Helix ITSM.
• If you click the Remedy logo, the dashboard page appears.

Use this configuration parameter to enable the InAppSurvey feature for BMC Helix ITSM.

Use this configuration parameter to enable the integration of BMC Helix ITSM with BMC Helix Digital Workplace Catalog. Set the enableSbeIntegration parameter to true to enable the integration.

Click here:

logback_smartit.xml.

Logging configuration for BMC Helix ITSM.

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 BMC Helix Service Monitoring (Powered by AIOps) for Probable Cause Analysis. For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring  .

In this parameter, specify the ID of the BMC Helix chat bot, to be added in the Microsoft Teams chat. The bot ID is the Microsoft App ID available in Configurations settings under Your Bot Channels Registration in Azure portal. Alternatively, Application (client) ID of your registered application name under App registrations in Azure portal can be entered as bot ID. You must have the application administrator permissions in Azure to view the bot ID.

For more information, see Launching ChatOps for collaboration.

To enable cognitive service in BMC Helix ITSM, set the value of this parameter to T.

Use this parameter to specify the classification service provider for BMC Helix ITSM. The AI-based support group prediction feature uses the Helix classifier model to predict support groups in incidents. 
To use the AI-based support group prediction feature, set the value of this parameter to HELIX.
If the parameter does not exist, you must create it, and set its value as HELIX.

In this parameter, specify the BMC Helix Portal tenant ID to be used for authentication and integration. For more information, see Setting up role-based access control. This parameter is used to establish integration with BMC Helix Service Monitoring (Powered by AIOps) for Probable Cause Analysis. For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring .

In this parameter, specify the IMS server base URL to be used for authentication. This URL is also used 

• To display service health and Top probable causes nodes card (PCA card) in the incident screen. For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring .
• To cross-launch BMC Helix Service Monitoring (Powered by AIOps) for Probable Cause Analysis. For more information, see Creating a problem investigation and known error.

 < Mid Tier and BMC Helix ITSM URLs separated by a space>

Use this configuration parameter for defining base URLs for BMC Helix ITSM and Midtier that are to be defined in BMC Helix Innovation Studio for Iframe security.

Use this configuration parameter to specify the date and time format in the PWA screens.

When this parameter value is 1, the date and time is displayed in absolute format, such as Sep 15, 2016 6:00 PM. This format displays the exact date and time. When this parameter value is 2 , the date and time is displayed in relative format such as 2 days ago and 3 hours ago. This format gives you a general idea about when an activity happened.

The URL of the HelixGPT Assistant service is configured out of the box in this parameter to enable BMC HelixGPT in your BMC Helix ITSM environment.

Do not modify the value of this parameter.

After this parameter is configured, the Ask HelixGPT tab is available on the PWA incident screen. 

For more information, see Configuring Ask HelixGPT for BMC Helix ITSM.

The current version name of BMC Helix ITSM. The default value is taken while installing BMC Helix ITSM.

The current version of BMC Helix ITSM. The default value is taken while installing BMC Helix ITSM.