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- score545Product Team Review
Hi guys! We have configured Service Requests which need approvals. As long as this request is waiting for an approval, you have access to the name of the Approver in Smart IT: Once the approval is done, th...
- score405Product Team Review
Hi, there are several useful bulk actions you can perform with Smart-IT on console contents (for universal client only) with selected multiple tickets (assign, share, follow, update status etc...) ... There is an odd issue with notifications. I don't believe it is related to the e-mail service (more on that in a moment) because I can send e-mails directly from a Work Order or Support Request (I can also send e-mail...
- score1350On Roadmap
At the moment there is currently not a way to bring up the change calendar in Smart IT without having to create/edit a change. I was told that the calendar view in Smart IT is only a purpose built calendar for change...
Hi, This implementation already exists, but only for ITSM. Link: https://docs.bmc.com/docs/ars1808/enabling-notifications-for-mid-tier-session-timeout-820495929.html I believe that a similar feature would be...
Virtual Chat Notes in Incident Ticket Description. Currently using Smart-IT version 18.08 with Virtual Chat. When the chat session is closed and the Incident ticket automatically created the entire chat tr...
- score200Product Team Review
When viewing the preview of the Knowledge article in Smart IT, the article visibility options should appear (published to external audiences yes/no)
- score195Below Review Threshold
With the ticket type "Work Orders" we miss various basic functionalities that are available in the other ITSM modules. As an example I would like to name the following deficiencies: 1. The tab Categorization is miss...
- score265On Roadmap
Follow tickets you marked in SmartIT (following) and find them with a filter at the Ticket Console. Our support stuff is very interested in observing informations of running Incidents / Workorders / … which th...
- score165Below Review Threshold
As per the current Smart IT design when we make an update or for example we add a new Activity on an Incident. After adding the Activity in the Activities panel we see the Date/ Time activity was added. But a...
- score15Not Planned
We need the ability for KM managers to artificially boost relevance of certain articles so they always show up the search list when the search condition matches irrespective of the view/use count of other articles. Th... Hi everyone, I'm using Remedy 9.1, and I want to create a reminder for the assignee in order to notify them about the assigned ticket when the number of assigned ticket exceed 10.
- score240Product Team Review
When a user from Company A creates a new Incident, this ticket can be assigned to a Company B support group. This is done using "Auto Assign" feature in Remedy. When the submitter uses "Auto Assign" button in Reme...
- score110Below Review Threshold
Issue: Service Desk agent can only assign an incident to the "best fit group". But if this group can't solve it there is no way to identify the second, third best fist group. Current implementation in Smart I...
Currently the task phase management in the change module is reflecting only in the new Change templates and not with the existing template and adhoc tasks. But it should be reflected in the existing change tem...
Currently, in order to for the accelerators to work, we have to write the name of the accelerator. Although, if we copy the accelerator (!ID in this example) it shows "!ID" as plain text
When we try to create a variable for adding hours to a date value, the variable is not calculated and displayed correctly into the report: - either null values a...
- Data extracted into the Smart Reporting reports to be automatically presented into the time zone of the logged in user, as it is similarly presented when logged in Smart IT interface - currently, the date fields ex...
- score15Below Review Threshold
Within Smart IT, you are able to create Actions (Web Actions, Provider actions) Unfortunately they are always visible to everyone. It would be useful to show some actions only - when...
- score25Below Review Threshold
When a customer phones the Service Desk to log a ticket, at the moment in Smart IT, once the Service Desk have saved the record, they have to scroll all the way down to be bottom of the page and then click on the Rela...