Differences between the classic Smart IT and Progressive Web App screens

Creating a customer in a work order or incident

This behavior is changed for easier access for creating a customer.

Incidents and work orders

Creating a customer (Requested for field) in a change request

This behavior is changed for easier access for creating a customer.

Change

Creating a ticket and entering a search term in a field

In the PWA screens, user interaction is slightly changed due to change in the underlying technology.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and broadcasts

Creating a contact in a work order or incident

This behavior is changed for easier access for creating a contact.

Incidents and work orders

Creating a ticket and attaching files

PWA screens align with the BMC standard UX design for managing attachments, leading to more consistency across BMC products. Actions on multiple attachments (for example, delete) are easier to perform.

Incidents, work orders, tasks, known errors, problem investigations, change, and broadcasts

Creating or editing a ticket and adding a task or task group

This behavior has been changed so that you can add multiple tasks to a ticket with fewer clicks. 

In the PWA screens, user interaction is slightly changed because there is nothing to be saved in the dialog box, and hence there is no risk of losing data.

Incidents, work orders, tasks, change requests

Creating a work order or incident for a customer without a login ID when the Create request on submit setting in Incident Rules is set to In Service Request Management

If you create a work order or incident for a customer who does not have a login ID, the work order is created, but a service request is not created. Also, there is no notification that the service request was not created.

If you create a work order or incident for a customer who does not have a login ID, the work order is created with the following warning, and the service request is not created:

• For a work order:
  Login ID is missing for the registered user. A work order will be created but the request will not be created because Login ID is required. (150638)
• For an incident:
  Login ID is missing for the registered user. An incident will be created but the request will not be created because Login ID is required. (45459)

This behavior is changed to provide user feedback about why a service request is not created.

Incidents and work orders

Creating a work order in Closed status

When you create a work order with the status as Closed in the PWA screen, the work order is not created and the following message is displayed :

This behavior is changed to maintain consistency with Mid Tier.

Work orders

Creating a ticket and adding an activity timeline

When you create a ticket and log in with a user who has a middle name, when any activity timeline is added, for example, adding a note or sending an email, the middle name is not displayed in the activity timeline.

When you create a ticket and log in with a user who has a middle name, when any activity timeline is added, for example, adding a note or sending an email, the full name with the middle initial is displayed in the activity timeline.

Due to the underlying technology change, the complete name is fetched from the CTM:People form and this is displayed in the activity timeline.

Incidents, work orders, tasks, known errors, assets, change, and problem investigations

Creating tickets

After you click Create New for any ticket, the outline of the required fields box on the create screen is displayed in red color immediately.

After you click Create New for any ticket, initially, you can only see the Required label for mandatory fields. The red outline is displayed only when you move out of a field and haven’t filled it, or for multiple fields when you click Submit or navigate away from the Create New page.

In the PWA screens, user interaction is changed due to change in the underlying technology.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and broadcasts

Creating a change request from the Release Plan tab

When you create a change request from the Release Plan tab of a release request, the Summary is copied from the release request to the change request.

When you create a change request from the Release Plan tab of a release request, the Summary is not copied from the release request to the change request.

Change

Opening the CI profile while creating a change request

While creating a change request, after you add the CIs, when you click on the CI name, the CI profile opens in a new window.

While creating a change request, after you add the CIs, when you click on the CI name, the CI profile opens in the same window.

In the PWA screens, user interaction is changed due to change in the underlying technology.

Change

Searching for CI while creating a change request

While creating a change request, you cannot search for CIs on the CIs tab without entering a CI value and cannot sort an empty table column.

While creating a change request, when you search for CIs in the Add configuration items (CIs) panel and sort any empty table column without entering any search term, the columns are populated with CI details.

Change

Adding reference documents while creating a change request

In the PWA screens, user interaction is changed due to change in the underlying technology.

Change

Searching for a person by using @mention

When you use @<person name> to search for a person, the application allows a search string that does not contain the middle name.
For example, a person's full name is Joe H Smith. If you search for Joe Smith or Joe H, the person's name is displayed. 

When you use @<person name> to search for a person, the application uses the full name, which includes the middle name or initials. So, the search string also must include the middle name, if applicable.
For example, a person's full name is Joe H Smith. If you search for Joe Smith, the person's name is not displayed. If you search for Joe or Joe H or Joe H S, the person’s name is displayed.

Due to the underlying technology change, the complete name is fetched from the CTM:People form and therefore the search behavior has changed.

Incidents, work orders, tasks, known errors, assets, change, and problem investigations

Creating an outage

When you create an outage, you cannot enter a scheduled end date that is earlier than the scheduled start date, the Scheduled end date field is dimmed.

When you create an outage, you can enter a scheduled end date that is earlier than the scheduled start date. However, when you try to save the outage, you get the following error message:

In the PWA screens, user interaction is changed due to change in the underlying technology.

Change requests, assets

Creating a new change request when you are on the Create change request page 

You are prompted to save the change request.

The Create change request page is displayed.

In the PWA screens, user interaction is slightly changed because there is nothing to be saved, and hence there is no risk of losing data.

Change requests

Creating a known error from an existing ticket

When you create a related known error from an existing ticket, the information in the Summary and Description fields are copied to the corresponding fields in the known error.

When you create a related known error from an existing ticket, the information in the Summary and Description fields are copied to the corresponding fields in the known error. If the Description field is empty in the ticket, then the information in the Summary field of the ticket is copied to the Description field of the known error.

As Description is a mandatory field in a known error ticket and cannot be blank, the information in the Summary field of the ticket is copied to the Description field of the known error. 

Incidents, work orders, tasks, known errors, problem investigations, asset, change requests

Adding a ticket description in Smart Recorder

You could not view or add rich text in the Description field. 

Incidents, work orders, and service requests

Editing a customer in a work order or incident

This behavior is changed for easier access for creating a customer.

Incidents and work orders

Editing the text in the Requested for field for change

This behavior is changed for easier access for creating a customer.

Change

Editing a ticket

Improved user experience which minimizes differences between the out-of-the-box and custom fields.

Incidents, work orders, tasks, known errors, problem investigations, asset, change, and broadcasts

Dynamic fields on editing a work order

If the work order template has dynamic fields, these fields are displayed when you edit a work order. The dynamic fields in PWA screens do not have a character limit.

This behavior is changed for improved user experience.

Work orders

Accessing a work order, incident, problem, known error, or asset without the right permissions

If you log in as a user without the Work Order Master, Incident Master, Problem Master, or Asset Master permissions and are not a part of the assignee support group, and then try to access the ticket, the Edit button is present on the ticket. However, on editing, all fields on the edit page are read-only.

If you log in as a user without the Work Order Master, Incident Master, Problem Master, or Asset Master permissions and are not a part of the assignee support group, and then try to access the ticket, the ticket opens in read-only mode.

The Edit button is removed as there is no use offering the edit action but not allowing any changes.

Work orders, incidents, problem investigations, known error, and assets

Accessing a task without the right permissions

If you log in as a user without the Task Manager permissions and do not have access to the parent ticket, and then try to access a task, the Edit button is present on the ticket. However, on editing, all fields on the edit page are read-only.

If you log in as a user without the Task Manager permissions and do not have access to the parent ticket, and then try to access a task, the ticket opens in read-only mode.

The Edit button is removed as there is no use offering the edit action but not allowing any changes.

Editing a ticket

The Company and Organization fields can be updated when you edit a work order, incident, or asset.

The Company and Organization fields cannot be updated when you edit a work order, incident, and asset.

Incidents, work orders, and assets

Tabs displayed on editing a ticket

When you edit a ticket, only the Activity and Resources tabs are displayed.

When you edit a ticket, the tabs that are displayed depend upon the type of ticket.

In PWA screens, the way the screens render has changed due to a change in the  underlying technology. Now when you edit a ticket, along with Activity and Resources tabs, you can also view other tabs depending on ticket type.

Incidents, work orders, tasks, known errors, problem investigations, asset, change, and people profile.

Editing a ticket and relating an existing change request

The terminology is changed to make it consistent with Mid Tier.

Incidents, work orders, tasks, known errors, problem investigations, change, and assets

Editing a ticket and relating an existing asset or configuration item

The terminology is changed to make it consistent with Mid Tier.

Configuration items are different from the other ticket types, so there is a separate tab for CIs on PWA screens.

Incidents, work orders, tasks, known errors, problem investigations, and assets.

Editing a ticket and creating a related ticket type

The terminology is changed to make it consistent with Mid Tier.

Incidents, work orders, known errors, problem investigations, change, and assets

Displaying the value in the Requested for field

If the change coordinator does not have access to the company of the user mentioned in the Requested for field, when the change coordinator opens the change request, the Requested for field does not display any value.

If the change coordinator does not have access to the company of the user mentioned in the Requested for field, when the change coordinator opens the change request, the Requested for field displays the name of the user.

Even though the change coordinator does not have access to the company of the user mentioned in the Requested for field, this information is displayed for better user experience. 

Change

Support for hierarchical groups

A hierarchical relationship between groups to allow the parent group to inherit the permissions of the child group is supported in PWA incident tickets. The parent group members of Assignee and Owner groups can modify an incident that is assigned to members of the children groups.

The behavior is changed to make it consistent with Mid Tier.

Check if we need to add about only one level of hierarchy

Incidents

Relating existing items

This behavior is changed for an improved user experience to view pertinent information in fewer clicks.

Incidents, work orders, known errors, problem investigations, change, and assets

Relating existing items

This behavior is changed for an improved user experience to view pertinent information in fewer clicks.

Incidents, work orders, known errors, problem investigations, change, and assets

Saving a related ticket

Relationship Type field is not a required field, however, the Save button is disabled until you select a relationship type.

Relationship Type field is a required field. If you click Save without selecting a relationship type, the following error is displayed:

This behavior is changed for alignment with general ADAPT standards and consistency with Mid Tier. In general, across many user interactions, the Save button is always activated and the system displays an error message if something is missing.

Incidents, work orders, known errors, problem investigations, change, and assets

Relating two incidents

On Progressive Web App ticket screens, you can relate an existing incident to another incident with the Related to relationship type in addition to the other association types.

On PWA screens, all relationships to other tickets are now visible, including the Related to relationship to other incidents. This functionality provides the users a place to look for for existing relationships. This behavior is aligned with the mid tier UI.

Incidents

Relating an existing incident as a duplicate of another incident

On PWA incident screens, when you relate an existing incident as a duplicate, you can select multiple incidents in the Related items pane. However, on clicking Save, a confirmation message appears asking if you want to relate the current incident to the first incident you have selected in the Related items pane.

This behavior is changed due to limitations of the PWA framework.

Incidents

Viewing tickets on the Related items tab

This new behavior provides users insights about existing relationships for incidents or work orders to which they have access. Access to the other tickets is controlled.

Incidents, work orders, known errors, problem investigations, assets, change, and people profile

Item type table in the Relate items pane

Unless you perform a search, the item type table is not displayed in the Relate items pane.

On the Relate items pane, by default, a blank table is loaded for the item type you select.

For example, if an incident is selected in Item Type, an empty incident table is displayed till the time you perform a search. 

This changed behavior is better suited for PWA form structure.

Incidents, work orders, tasks, known errors, problem investigations, change, and assets

Relating an existing incident to an incident being created in Smart Recorder

When you create an incident in Smart Recorder and try to relate an existing incident in the Related items tab in the draft mode, the Mark As Duplicate is not present in the Relationship type list. Since the incident has not been saved, a duplicate of this ticket cannot be created.

Incidents

Deleting a related item

A user can remove multiple associations with fewer clicks.

Incidents, work orders, tasks, known errors, problem investigations, change, and assets

Relating two assets

When you relate an asset to another asset, where both assets have the Relationship class as Impact, on the Asset tab, the Relationship class is displayed as Impact.

When you relate an asset to another asset, where both assets have the Relationship class as Impact, on the Asset tab, the Relationship class is displayed as All Related.

Assets

Selecting a template while creating a related change request

You can select a template while creating a related change request from any ticket.

You cannot select a template while creating a related change request from any ticket because the Edit change screen does not have a Template field.

Searching for a configuration item when you relate a CI to a change request 

On the Configuration Items tab, click +Relate Existing Item. In the Relate CIs page, you can search for CIs using comma-separated values.

On the Configuration Items tab, click +Relate configuration item. In the Add configuration items (CIs) pane, the search for CIs by using comma-separated values is not supported.

Change

Relating CIs

If you relate more than 500 CIs in a change request, the Configuration Items tab in the change request does not display the actual count. The Configuration Items tab displays the count as 500.

If you relate more than 500 CIs in a change request, the Configuration Items tab in the change request displays the actual count. For example; if you relate 543 CIs to the change request, the Configuration Items tab in the change request displays the CI count as 543.

Change

Relating CIs of Operating System, Processor and Disk Drive types to assets

If you relate configuration items of Operating System, Processor and Disk Drive types as component or hosted component of Computer System asset, the configuration items of relationship class: Hosted System components are displayed in the main view of the Computer System asset.

If you relate configuration items of Operating System, Processor and Disk Drive types as component or hosted component of Computer System asset, the configuration items of relationship class: Hosted System components and component are displayed in the main view of the Computer System asset.

Assets

Relating a change request with any ticket

When you create a related change request on the Related Items tab of any ticket type, the Create Change Request from <ticket> wizard is displayed. 

When you create a related infrastructure change on the Related Items tab of any ticket type, the Edit change request page is displayed.

Draft change requests have prepopulated values that come from the source ticket through which it is created. This is to allow change user to quickly create the change request with minimal inputs.

Incidents, work orders, problem investigation, known errors, change requests

Relating a task to an incident that is not created

When you relate a task to an incident that is being created and not yet saved, the task flow shows the ticket summary.

When you relate a task to an incident before it is saved, the task flow does not show the ticket summary. The task flow shows the ticket summary after you create the incident, in the view or edit mode.

Incidents

Relating an incident with problem investigation or known error

When you create a related incident on the Related Items tab of a problem investigation or known error, the related CIs are copied without the resolution product category information.

When you create a related incident on the Related Items tab of a problem investigation or known error, the resolution product category information is copied along with the related CIs.

Relating a knowledge article when BMC Helix Knowledge Management by ComAround is configured as a knowledge provider

You can create a knowledge article from the Related Items tab.

You cannot create a knowledge article from the Related Items tab. The Knowledge article option is not visible when you click Create related.

Incidents, work orders, problem investigation, known errors

Changes in the UI elements on the Activity tab

PWA screens provide more information about the purpose of the UI elements. Also, the PWA screens align with the approach used in the mid tier UI. 

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Adding attachments and tagging people on the Activity tab

PWA screens align with the BMC standard UX design for managing attachments, leading to more consistency across BMC products. Actions are easier to perform.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Deleting attachments in the Activity tab

You can delete attachments by using the cross button overlaid on the thumbnail. The delete option is only visible before you post the activity note.

You can delete attachments by using the Delete button. The delete option is visible only before you post the activity note.

PWA screens align with the BMC standard UX design for managing attachments, leading to more consistency across BMC products.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Adding attachments in the Activity tab

After adding attachments to a new post, the attachments are displayed as generic black icons with the file name. Attachments icons are listed horizontally, and up to three icons can be shown.

After adding attachments to a new post, the attachments are listed vertically as plain icons with file name. Up to three icons for attachments can be shown.

PWA screens align with the BMC standard UX design for managing attachments, leading to more consistency across BMC products.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Using "@" in the activity note

When you use "@" to tag a person, the middle name is not included in the person's name in the activity note.

When you use "@" to tag a person, the middle name is included in the person's name in the activity note based on the system setting.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Searching and filtering on the Activity tab.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Viewing activity updates

A table of all activities is displayed on the Activity tab.

On the Activity tab, a maximum of 15 activities are displayed at a time.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Changing assignment on the Activity tab

In PWA screens, a long requested product enhancement has been implemented. Support group changes (as part of assignment) are displayed in the activity timeline. Users have more insights into the reassignments that have happened. In Smart IT, this information is not visible.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Searching for asset or people on the Activity tab

If there is no matching record in the Progressive Web App screens, there is no message displayed.

In Smart IT, the CLOB fields are treated as different components which cannot be done in PWA. Because all CLOB fields behave in the same way, an error is not displayed if a matching record is not found. 

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Editing activity notes

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Searching for invalid text in activity notes

The following error message is displayed when you search for invalid text in activity notes:

No exact match found for <invalid text>

When you search for invalid text in activity notes, no error message is displayed.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Displaying the case for activity notes

The activity notes that are automatically created by the system, for example, when you create a ticket or change the assignment of a ticket, are displayed in a title case format.

Example: Assigned To Problem Coordinator.

The activity notes that are automatically created by the system, for example, when you create a ticket or change the assignment of a ticket, are displayed in a sentence case format.

Example: Assigned to problem coordinator.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Selecting the Note Type

The Email System option is available as a Note Type.

The Email System option is not available as a Note Type.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Searching for templates

To search for all templates in PWA screens, click the Browse button.

This behavior is changed as extra words are considered unnecessary.

Incidents, work orders, change, and tasks

Searching for templates

In the Progressive Web App work order, incident, and change screens, the input string that is provided in the Template field is passed on to the Select template dialog box when you click the Browse button.

This behavior is changed to remove the possibility of double input.

Incidents, work orders, and change

Auto filling fields from templates

In Progressive Web App screens, the template auto fills these fields as per the information available in the template: Title, Description, Assigned group, Operational category, Product category, Summary, Assigned company, Assigned organization, Type, Priority, Operational category tier 1, Operational category tier 2, Operational category tier 3, Product category tier 1, Product category tier 2, Product category tier 3, Product name and Last modified date.

Incidents, work orders, tasks, and change

Buttons in the Select template dialog box

In the Select template dialog box in Progressive Web App screens, button labels are Select template and Close.

This behavior is changed to provide more clarity.

Incidents, work orders, and change

Showing templates on the task screen

While creating a task, the Task Template and Browse Templates fields show all templates regardless of customer company.

While creating a task, the Task Template and Browse Templates fields show only show the templates related to location company and global company.

Tasks

Creating a task by using a task template that has dynamic fields

When you create a task by using a task template that has dynamic fields, the dynamic field section is displayed on the View and Edit page of the task, even though the task is not activated.

When you create a task by using a task template that has dynamic fields, the dynamic field section is displayed on the View and Edit page of the task, only if the task is activated.

Tasks

Using a task template that has dynamic fields

When you create a ticket by using a task template that has dynamic fields, after you save the task, the Dynamic Fields section header is displayed on the View screen for the dynamic fields.

When you create a ticket by using a task template that has dynamic fields, after you save the task, the Dynamic Fields section header is not displayed on the View screen for the dynamic fields.

Work orders and tasks

Clearing the applied template

After applying a template, if you clear the applied template, the field values that are populated by that template are reverted to the original values. 

After applying a template, if you clear the applied template, the field values that are populated by that template, are not reverted back to the original values. 

Incidents, work orders, tasks, and change

Selecting a different template

After applying a template, if you select another template, the new template values are shown in the fields. 

After applying a template, if you select another template, the field values of the new template are displayed. However in the Description field, the description of the new template is appended. 

Incidents, work orders, tasks, and change requests

Sending a ticket by using email

Incidents, work orders, tasks, known errors, problem investigations, asset, change, and people profile

Initiating accelerators in an email

Incidents, work orders, tasks, known errors, problem investigations, asset, change, and people profile

Adding attachments and knowledge articles to an email

• To add an attachment or a knowledge article, separate links are present.
• In PWA screens, you can attach a knowledge article to an incident or a work order.
• In PWA screens, you can use Remove attached file to remove an attachment or a knowledge article..
• When sending an email from a ticket, if you attach a knowledge article to the email, the knowledge article link is sent in the email body.

Incidents and work orders

Sending an email to multiple people

In PWA screens, the list of recipients is displayed on the Activity tab. If number of recipients are more than what can fit in a line, the Show More link is displayed. 

Hovering the mouse over the customer or contact email address

On hovering the mouse over the email address on the ticket screen, the mailto: link is displayed at the bottom left of the screen.

On hovering the mouse over the email address on the ticket screen, the mailto: link is not displayed.

Incidents and work orders

Displaying the email format of a ticket

Incidents, work orders, tasks, known errors, problem investigations, asset, change, and people profile

Adding a headline for broadcasts

The broadcast headline can be up to 100 characters long for Progressive Web Apps.

Broadcasts

Selecting dates

When you set the Broadcast Start Date or the Broadcast End Date, the date picker does not allow you to pick an earlier date than the date that you have set.

When you set the Broadcast Start Date or the Broadcast End Date, the date picker allows you to pick an earlier date than the date that you have set and then displays an error message. 

If a user has made a typo on the end date, it allows a more streamlined correction instead of having to fix two dates.

Broadcasts

Entering information in the Email field

You can enter up to 255 characters in the Email field for People profiles in Progressive Web Apps.

People profiles

View offline profile status on the Customer field

This functionality is not available on PWA screens.

This functionality is not available due to change in the underlying technology. An improvement has been raised internally to bridge the gap in the upcoming versions.

People profiles

Starting the impact analysis process

When you attach a CI to a change request, a pop-up window is displayed with the options of starting the impact analysis immediately or later.

When you attach a CI to a change request, from the More  menu on the change request, click  Initiate Impact Analysis to start the impact analysis.

Change

Performing impact analysis

When you attach a CI to a change request with the relationship type as Impact and start the impact analysis, the impact analysis process starts immediately without any error message.

When you attach a CI to a change request with the relationship type as Impact and start the Impact analysis, the following error message is displayed:

You must associate additional CIs with the relationship type other than Impact and then start the impact analysis process again.

Change

Displaying the Initiate Impact Analysis button

When you set the value of the disableImpactAnalysis parameter to true, the Initiate Impact Analysis button is displayed on the More menu of the change request.

When you create a change request, the Initiate Impact Analysis button is always displayed on the More menu of the change request, irrespective of the value of the disableImpactAnalysis parameter.

Change

Viewing the impact analysis results

After the impact analysis process is completed, click View Impact Analysis to view the results of the analysis.

After the impact analysis process is completed, the impact analysis results are displayed.

Change

Creating a customer or contact profile: Permissions needed

To create a customer or contact profile, you must have one of the following permissions:

• Work Order Submitter, Work Order User, or Work Order Master permission
• Incident Submitter, Incident User, or Incident Master permission
• Change Submitter, Change User, or Change Master permission

In addition, only users with Contact Organization Admin or Contact Support Admin will have access to the Login ID field when creating a new customer or contact.

Incidents, work orders, and change

Searching for a customer

You can search for customer or contact by using name, email, Corporate ID, or Login ID.

You can search for customer or contact by using name, email, or Corporate ID.

Incidents, work orders, and change

Customer name and email in an incident ticket

The customer name is not hyperlinked. You can copy the customer's name and email from an incident ticket.

The customer name is hyperlinked to the profile. You can copy the customer's name and email from the profile page.

Incidents

Viewing Service request details for a ticket

This change has been introduced for a better user experience by showing the Service Request ID high on the screen. Also, the service request relationship is different from the relationships to other ticket types and so, it should be shown separately.

Incidents, work orders, and change

Selecting dates

When you set the Scheduled Start Date, Actual Start Date, or Target Date, the date picker does not allow you to pick an earlier date. 

When you set the Scheduled Start Date, Actual Start Date , or Target Date , the date picker allows you to pick an earlier date and then displays an error message. 

If a user has made a typo on the end date, it allows a more streamlined correction instead of having to fix two dates.

Work orders, tasks, known errors, change, and problem investigations

Field status bar

While creating or editing a ticket, you can click the Save ticket button even if the required fields are not filled. The following error is shown when you try to save the ticket.

This behavior is changed to provide feedback on all validation errors at once so that the user can fix all errors together. Also, this change reduces the need to scan the page to fix the errors.

Incidents, work orders, tasks, known errors, problem investigations, change, and asset

Accessing work orders submitted by a user with Work Order Submitter permission

Users with Work Order Submitter permission can view the work orders that were submitted by them.

This behavior is changed to provide flexibility for meeting customer needs.

Work orders

Customer information

Complete customer information is shown on the ticket.

This behavior is changed to make optimal use of the white space on the screen.

Incidents, work orders, known errors, and problem investigations

Field labels that are changed

PWA screens use different labels: Service, Configuration Item or CI, Summary, Infrastructure change

Improved consistency with mid tier UI and Smart Reporting. Improved consistency within different ITSM processes.

Incidents, work orders, tasks, known errors, change, and problem investigations

Deleting the primary asset or CI and Service

The primary asset and service details are displayed on the Related Items tab.

If you try to delete the primary service or asset, these messages are displayed:

• Item cannot be deleted from here. Delete by removing affected asset.
• Item cannot be deleted from here. Delete by removing affected service.

The primary CI and Service details are displayed on the Configuration items tab.

If you try to delete the primary service or CI, these messages are displayed:

• You must remove a Service CI directly from the Service field on the <formName> form. To remove the relationship, highlight the Service CI field and then press Delete. (45656)
• You must remove a CI directly from the CI field on the <formName> form. To remove the relationship, highlight the CI field and then press Delete. (45674)

Incidents, work orders, tasks, known errors, change, and problem investigations

Sharing tickets

You use the share icon on the ticket to email or chat about a ticket.

You use the email and chat icons on the ticket to email or chat about a ticket.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Display of blank table

PWA screens display No items text with the table image.

PWA screens align with the BMC standard UX leading to consistency across BMC products.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Printing a ticket

When you print a ticket, the Print view displays the map in the ticket.

When you print a ticket, the Print view displays the related tickets, articles, and outages in the ticket. The map is hidden in the print view.

Print view has been updated to show more meaningful information - including related tickets, articles, and outages. Because map thumbnail is mostly used as the starting point for the full map view in an interactive screen, it has now been hidden in Print view. Address is still visible to help understand customer location.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Navigation after clicking Cancel button in the create screen

After clicking Cancel button on Create <ticket> screen, you go back to the screen that you were on before opening the create screen.

The previous screen is more likely the screen that the users want to use to perform the next activity.

Incidents, work orders, tasks, known errors, problem investigations, change, and assets

Display of related tasks

PWA screens show all related tasks on the Tasks tab by default.

If users want to see task information, it can be assumed that they would want to see all tasks. Therefore, reduced the number of clicks to show all tasks by default.

Incidents, work orders, known errors, change, and problem investigations

Display of the configuration items in the Relate items pane

When you search for CIs, the first fifty CIs are displayed in the Relate configuration items pane.

To improve the performance and search, the search count has been set to 50.

Incidents, work orders, tasks, known errors, problem investigations, assets, and people profile

Display of the configuration items in the Relate items pane

When you search for CIs, the first ten CIs are displayed in the Relate configuration items pane.

Change

Display of child tasks in a task group

If there are multiple tasks at position 1 under a task group, the child task sequence is displayed as 1.1, 1.2, 1.3 and so on.

If there are multiple tasks at position 1 under a task group, the child task sequence is displayed as 1 for all child tasks.

Incidents, work orders, and change

Location Fields

In PWA screens, the Site, Site Group, and Region fields are shown as character typeahead menus.

Incidents, work orders, and change

Reopening an incident in Closed or Cancelled status

When you click Reopen button for an incident that is in Closed status, a new incident is created.

When you click Reopen button on a PWA incident screen that is in Closed or Cancelled status, the reopened incident opens in the draft mode.

This behavior is changed to make sure that a new ticket is created from an existing ticket in a consistent manner.

Incidents

Adding a task group to a ticket

If you add a task group to a ticket, the child tasks are also displayed under the task group.

If you add a task group to a ticket, the child tasks are not displayed under the task group. You must expand the task group to view the child tasks.

Incidents, work orders, and change

Adding a task group by using a template

Incidents, work orders, and change

Clear category tiers

When you clear a lower tier or replace a lower tier value with a new value, the higher tier is also cleared. In PWA screens, if you enter an invalid value, the higher tier value is not cleared.

Incidents, work orders, tasks, known errors, change, and problem investigations

Changing the incident type

When you change an incident type when categorization is selected, the following confirmation message is displayed:

If the product category associated with affected service is valid for the incident type, it will be loaded after saving.

When you change an incident type when categorization is selected, the following confirmation message is displayed:

Incidents

Entering a keyword in a field

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Data load progress in fields

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Moving the focus out of the fields

If you move the focus out of the menu field without selecting a value, the value that you typed is retained in the menu field. This behavior is the same for all fields in the PWA screens.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Changing the primary service and CI association

In PWA screens, if you change the primary CI or service when modifying a ticket, you are prompted to confirm whether to retain the previous primary relationship.

This behavior is changed to maintain consistency with Mid Tier.

Incidents, work orders, tasks, known errors, change, and problem investigations

Adding an activity note while creating an incident or work order in Smart Recorder

In Smart Recorder, after you select a customer, contact, and a mentioned user, if you click Create Incident or Create Work Order on the incident draft page, the activity note with the customer, contact, and mentioned user details is displayed in the draft mode. The Cancel button is present below the activity note.

In Smart Recorder, after you select a customer, contact, and a mentioned user, click Create Incident or Create Work Order . On the incident draft page in PWA screens, the activity note with the customer, contact, and mentioned user details is already posted. The Cancel button is not present below the activity note.

Incidents and work orders

Adding an attachment to an incident

After you set a value for the maxattachmentsize property, you create an incident, add an activity, and select an attachment that exceeds the value specified in the maxattachmentsize property.

An error is not displayed even when the attachment size exceeds the value specified in the maxattachmentsize property.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Selecting offline Operational and Product categories

When you change the Operational or Product category to offline from the Product Catalog form in Mid Tier and then create a ticket, the offline categories are not available for selection.

When you change the Operational or Product category to offline from the Product Catalog form in Mid Tier and then create a ticket, the offline categories are still available for selection.

Incidents, work orders, tasks, known errors, change, and problem investigations

Selecting categories

When you select a category, the menu differentiates whether the category belongs to the Global or the selected company.

When you select a category, the menu does not differentiate whether the category belongs to the Global or the selected company.

Incidents, work orders, tasks, known errors, change, and problem investigations

Moving assets into the inventory

To move the assets into inventory, you can select the Put into Inventory option from the More menu in the asset profile.

Because the More menu is not available in the asset profile, to move the assets into inventory, select the value as In Inventory from the Status list.

Assets

Automatically populating relevant categories

When you train the cognitive service to provide recommendations for categories, when a service desk agent enters text for the user name or company name, the cognitive service automatically populates a relevant category that matches the text and displays the Brain icon.

When you train the cognitive service to provide recommendations for categories, when a service desk agent enters text for the user name or company name, the cognitive service automatically populates a relevant category that matches the text, but does not display the Brain  icon.

Incidents, work orders, tasks, known errors, change, and problem investigations

Viewing the List View for assets

When you open an existing asset and click the Assets tab, the Graphical CI Explorer and the List CI Explorer buttons are displayed.

When you open an existing asset and click the Assets tab, only the Graphical CI Explorer button is displayed. The List CI Explorer button is not displayed.

Assets

Changing the task sequence

In Progressive Web App screens, you can change the task sequence only by manually updating their sequence number. 

Tasks

Attaching a knowledge article to a ticket

When you create a ticket, attach a knowledge article, and then open the Chat window for this ticket, the knowledge article with the pinned icon is displayed in the Chat window. When you unpin the knowledge article and then leave the Chat window, the knowledge article is unpinned from the Chat window.

When you create a ticket, attach a knowledge article, and then open the Chat window for this ticket, the knowledge article with the pinned icon is displayed in the Chat window. When you unpin the knowledge article and then leave the Chat window, the knowledge article is not unpinned from the Chat window. You must refresh the ticket to unpin the knowledge article.

Known errors and problem investigations

Setting the risk level

On the Change Rules form, when you set the values for the Change Reason and the Work Info fields for a specific risk level as mandatory, the Change Reason and Work Info fields are displayed as mandatory fields in the UI.

On the Change Rules form, even if you set the values for the Change Reason and the Work Info fields for a specific risk level as mandatory, the Change Reason and Work Info fields are not displayed as mandatory in the UI. However, when you submit the change request, an error message is displayed asking you to enter the values for the Change Reason and Work Info fields.

Change

Adding tasks with phases and viewing the task table

When you add tasks with phases, the task table displays the All phases filter option.

When you add tasks with phases, the task table does not display the All phases filter option.

However, when you clear the phase menu value, all the tasks with all phases are displayed.

Change

Viewing the approval banner

On the Change View screen, the approval banner is displayed with the approval information.

For example: Awaiting Approval:1 and Cancelled:1.

The Change View screen does not display any approval information such as Awaiting Approval: x or Cancelled: x, but displays the following message:

When you click on Show Approvers, all the approval details are displayed in the Approval window.

Change

Searching for alias names in the category fields

You have set the value of the productAliasBasedSearch parameter to true.

• When you search for the product alias in the category fields in Smart IT:
  • If the alias is present, the result is returned in the following format:
    CAT1>CAT2>CAT3>PName(Alias1)
  • If the alias is not present, no result is displayed.
• When you search for the product name in the category fields in Smart IT:
  • If the alias is present, two entries will be displayed; one with only the product name and one with the product name with the created alias.
  • If the alias is not present, only the product name is displayed.

You have set the value of the productAliasBasedSearch parameter to true.

• When you search for the product alias in the category fields in Progressive Web App screens:
  • If the alias is present, the result is returned in the following format:
    CAT1>CAT2>CAT3>PName>Alias1
  • If the alias is not present, no result is displayed.
• When you search for the product name in the category fields in Progressive Web App screens:
  • If the alias is present, two entries will be displayed; one with the product name with the primary alias and one with the product name with the created alias.
  • If the alias is not present, only the product name with the primary alias is displayed.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Viewing the task drop-down list

When you enable task phase management, create a change request, and move the request to the Review stage, the task drop-down list is displayed on the Tasks tab.

When you enable task phase management, create a change request, and move the request to the Review stage, the task drop-down list is displayed on the Tasks tab only when there is an associated task.

Change

Applying filters in the Activity table

When you apply filters in the Activity table and refresh the ticket, the filters remain as is in the table. You must manually remove the ticket filter.

When you apply filters in the Activity table and refresh the ticket, the filters are automatically removed. You must re-apply the filters if you refresh the ticket.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Viewing tooltips for the category-related fields

When you hover over the category fields, a tool tip with a question icon is displayed.

When you hover over the category fields, the tool tip is displayed, but the question icon is not displayed.

Change

Searching for a person by using @mention

When you use @<person name> to search for a person, the application allows a search string that does not contain the middle name.
For example, a person's full name is Joe H Smith. If you search for Joe Smith or Joe H, the person's name is displayed. 

When you use @<person name> to search for a person, the application uses the full name, which includes the middle name or initials. So, the search string also must include the middle name, if applicable.
For example, a person's full name is Joe H Smith. If you search for Joe Smith, the person's name is not displayed. If you search for Joe or Joe H or Joe H S, the person’s name is displayed.

Incidents, work orders

Responsiveness of the interface

PWA screens have the same layout in tablet views and desktop views. PWA screens display the mobile view only when you view the application screens on mobiles. 

All ticket types, Asset Console, Ticket Console and Calendar

Opening a record from a ticket, asset, or people profile in a new window or tab.

All ticket types, asset, and people profile

Rich text is supported on all Progressive Web App screens.

The default chunk size and typeahead length are configured in Centralized configuration.

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Screen tailoring

Incidents, work orders, tasks, known errors, problem investigations, assets, change, and people profile

Chunk size for the Customer field

The maximum chunk size for the Customer menu is 10, and for other menus, it is 80.

The administrator can define a custom chunk size for menu as well as for components. If the chunk size is not mentioned, then the default chunk size is 300.

Incidents and work orders

Incidents, work orders, tasks, known errors, problem investigations, assets, broadcasts, change, and people profile

Disabling specific Smart IT applications

You can use the disabledSmartITApplications parameter to disable specific Smart IT applications.

Even if you use the disabledSmartITApplications parameter to disable specific Smart IT applications, the applications are not disabled in Progressive Web App screens.

Incidents, work orders, known errors, problem investigations, assets, change, and people profile

Integration with BMC Client Management

Integration of Smart IT with BMC Client Management is supported. Users can perform actions on assets managed by BMC Client Management from the asset profile in Smart IT.

Integration with BMC Client Management is not supported when Progressive Views is enabled. Users cannot perform actions on assets managed by BMC Client Management from the asset profile in Smart IT.

Assets