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In this blog I’d like to demonstrate how I troubleshoot problems with the Universal Client. I'm sharing my experience on Communities because others may find it helpful.

 

Before we start I’d highly recommend that you review the basic Architecture of MyIT/SmartIT.

The MyIT User Interface itself is built using the Angular.js framework which utilizes the MyIT Tomcat REST API via AJAX requests

 

MyIT AJAX.png

 

When you log into MyIT you are presented with an activity stream.

 

MyITActivitystream.png

All of the information here is actually stored in the Mongo Database via the MyIT Social Server (Node.js) Application.

 

Node.js.png

For MyIT/SmartIT to be fully operational, Mongo DB, MyIT Tomcat and MyIT Social need to be running. Virgo which is used for the MyIT Admin Console is independent.

 

Windows:

WinMyITServices.PNG

Linux:

LinuxMyITServices.png

 

If you can log into MyIT but you can’t see any activity/updates check if each of these components are running. Otherwise your activity stream will be missing and you’ll see either of these messages...

 

 

 

MyITConRefused.png   

 

MyITStreamError.png

 

The MyIT Tomcat Server initially queries the Mongo DB for a key to authenticate so to simulate this handshake, enter the following in your browser:

 

http://myithost:9001/social/rest/v1/api/myit

 

You should get something like this...

 

"key": "01a86963-b8e8-e19c-4bb0-ffaf30a9d209“

 

If you don’t get a response, check to make sure all of the services are up and there are no port conflicts with mongo (27017) or social (9001). If UC problems persist, turn on debug and check the UX or Catalina logs for exceptions:

 

Windows log file location

 

Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\Logs

Program Files\Apache Software Foundation\Tomcat7.0\logs

 

Linux log file location

 

/opt/bmc/MyIT/Smart_IT_MyIT/Logs

opt/apache/tomcat7.0/logs

 

On the Client side there are a number of Developer Tools which can also help.

 

  • Firebug
  • Internet Explorer Developer Tools (F12)
  • Chrome Developer Tools (F12)
  • Fiddler

 

In the example below we can see a REST call being made to the Tomcat server and if you look at the response you can see it’s having an authentication problem.

MyITAuthentication.png

This was because of an incorrect application service password for the SRM provider which is set in the Administration Console.

 

MyITAdminConsole.png

Here the UC is returning a blank page but we can see a 404 response, the cause of which was an incorrect AR Server name in the connect.properties file (Program Files\Apache Software Foundation\Tomcat7.0\external-conf).

MyITBlank404.png

 

...and here this page keeps loading because of a typo in the hostname for the Mongo server in the config.js file (Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\social).

 

IncorrectMongoHostName.png

 

In this example we can see the user tried to create an appointment for a time when no slots were available.

 

MyITAppointmentError.png   

 

...and finally with the Fiddler Web Debugger we can see a network connection is being blocked to the MyIT Server.

 

FiddlerWebDebugger.png

 

 

I hope you've found this Blog useful so let us know by rating or adding a comment.

 

Additional Resources:

 

MyIT Known and Corrected Issues

MyIT 2.2 Patch 1

MyIT Tomcat Logging

How can I restart MyIT Services ?

How can I increase the MyIT Session timeout ?

MyIT 2.1 Administration Console is timing out trying to retrieve Service Requests Definitions

Login page for MyIT keeps spinning

 

 

See more BMC Pulse articles here: BMC Remedy Support Blogs

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In this blog we will understand how we can customize our Self Service Portal using Virtual Agent Branding.


Virtual Agent Branding is configured in the Virtual Agent Administration Console under Self Service Portal/Configuration.

The interfaces required are defined in the XML section.  An example interface definition is provided (disabled) with the shipping product. The shipping example is called Language – Global. It is shown below,



The self service interface is an HTML paged called arhome.html. When arhome.html is opened the settings in the <interface> item that meets certain criteria are provided to arhome.html and adjustments made to the HTML page when it is displayed.

The configuration for an “interface” SSP option includes the following XML elements:

  • <code> - Allows you to specify a language code that these settings apply to. The code of the user’s browser is read and then the list of “interfaces” is searched for a matching code. Global can be used as a default code if you are not creating language specific pages or you want a default page in case a user’s specific code is not defined.
  • <name> - Only used for your reference.
  • <company> - A user’s company specific interface will be looked for first.  This also can be set to Global.
  • <list> - This contains the list of HTML elements and other HTML items you want to modify.

 

For <list> items four basic types of settings are possible:

  • Predefined tags for specific items.
  • HTML element 508 compliant changes
  • HTML element changes.
  • CSS changes.

 

A sample interface configuration will be seen below,



You will see the items either have just a keyword in the <> markers, start with “<item id=” or start with “<css id=”.

The items that are just a keyword in the <> markers are pre-defined and will replace certain text in the SSP interface or are configuration settings that can be determined by branding.


When branding, the most typical change will be to change the logo and banner colors from the default BMC logo and banner.

The standard BMC branded banner will have the product name at the left, a blue banner, and a logout button and BMC logo on the right.

 

 

An example branding exercise would be to move the logo to the left where the product name resides, change the banner color, and remove the image of the logout button.

 

 

In the example above we did the following:

  • Removed the logo from the right.
  • Put a custom logo on the left.
  • Removed the BMC banner background image.
  • Set the background color of the banner to light grey.
  • Removed the BMC background image from the logout button.
  • Change the logout button text color to blue.

The settings to do this are:

  <interface>
<code>en</code>

<name>My Company Brand</name>
<company>Global</company>
<list>
<item id='#label_productname'><img alt='BMC Software Logo' src='resources/img/logo.png'></item>
<item id='#logo'> </item>
<css id='#banner'>background-color:#d3d3d3;border-bottom:1px solid #000000;background-image:url('');</css>
<css id='#logoutbtn'>background-image:url('');</css>
<css id='#logout_a'>color:blue;</css>
</list>
</interface>

 

This covers the most common need and elements for branding. Below gives an example interface configuration with many more items.


<interface>
<code>en</code>
<name>Global</name>
<company>Global</company>
<list>
<item id='rla_opt'>Chat with a live agent</item>
<item id='login_text'>My Login</item>
<item id='logout_opt'>log me out</item>
<item id='lcquestion'>What is your question</item>
<item id='hours_opt'>When are you open</item>
<item id='email_opt'>Send Mail</item>
<item id='showlog_text'>Show me log</item>
<item id='send_opt'>Send Chat</item>
<item id='closepopup_opt'>Close Window</item>
<item id='logincontinue_text'>Login</item>
<item id='ext_auth'>The following services require additional authentication.  Please provide
redentials to use these services.</item>
<item id='ext_auth_opt'>Other Logins</item>
<item id='autologin_loginerr'>The system has attempted to log you in with invalid information. 
lease contact your administrator.</item>
<xtimestamphtml><span style='font-size: x-small;color:red;'>[[TIMESTAMP]]</span></timestamphtml>
<xtimestampformat>HH:mm:ss aaa</timestampformat>
<alertflash>red/green</alertflash>
<alertdelaytime>1</alertdelaytime>
<alertmsg>You have a new message</alertmsg>
<loginbtn>Login</loginbtn>
<loginprocessing></loginprocessing>
<loginerror>Invalid Login.  Please try again...</loginerror>
<css id='body'>background-color:#F8FCF8;margin:0;padding:0;</css>
<css id='#lctyping'>background-color:#FFFFFF;</css>
<css id='#lclog'>background-color:#F8FCF8;</css>
<css id='#lcresponse'>background-color:#F8FCF8;</css>
<css id='#logotable'>background-color:#FFFFFF;border-bottom:1px solid #000000;</css>
<css id='#tablemain'>border-top: 2px solid #eeeeee;</css>
<css id='#tdmainleft'>width:400;</css>
</list>
</interface>


Here is an example of the Interface with other tags which will help us customize the Self Service Portal.

 

In the example below we will see an interface created as "My BMC Brand"


 

Click Modify and add elements for branding click save. Make sure Servlets are refreshed

 

 

After the above settings are in place the SSP will look as below compared to Out of box as per the elements changed,

 

Default view

 

 

Branded View

 

In the example above compared examples we did the following:

  • Added bmcsoftware logo on the right.
  • Added a new banner on the left.
  • Set the background color of the banner to light grey from blue.
  • Removed the BMC background image from the logout button.
  • Change the logout button text color to blue
  • Change the Question types onto the portal

 

Changing the Default and Initial Greeting


1.) Changing the initial customer greeting can be done from here.

2.) To change the default image of Jenn we will follow below steps,

 

Images are located at location: XXXXX\Program Files\Apache Software Foundation\Tomcat\webapps\eschat\resources\img

 

The default image configured in arhome.html is "wait.gif"

 

 

 

All we will do here is copy the image we want to configure in the "img path" and rename it as wait.gif by making a copy of the original "wait.gif" file. It is shown below.  (Note we are following this step to avoid making direct change in arhome.html file as a best practice with out of box)

Once replaced make sure to restart tomcat and clear the browser cache.

 

 

Below is an example after changing the initial greeting and default image

 

 

Any HTML element contained on the arhome.html page can be manipulated be the interface configuration option.  This functionality is provided to allow branding and language enablement of the SSP interface but should only be done if you are proficient in HTML and CSS.

If you are familiar with HTML and CSS and have a strong background in understanding of HTML and CSS you can open the arhome.html page in a text editor and inspect all the HTML elements.  We recommend this is done by making a copy of the arhome.html page on a local system for inspection as to not accidently modify the arhome.html page.

The arhome.html page can be found in the tomcat webapps folder or eschat once the eschat.war file has been deployed.

 

Brand Mapping

 

Brand mapping is an option that allows you to create a few interfaces options and then map multiple companies to one of these options.  This is useful when you may have many companies defined but only have the need for few branding options.

As with the interfaces option this is a Self Service Configuration setting.  It’s XML section name is brand_mappings and you may have 0, 1, or more of these defined.

An example XML configuration for a mapping is as below

 

 

The element definitions are:

  • <branded_mapping> - Individual mapping wrapper and contains the rest of the XML elements.
  • <branded_company> - Name of the company to map a list of branded companies to.
  • <separator> - To try to be as flexible as possible we allow for the definition of the company separator.  This will be discussed in more detail below.
  • <company_list> - This is the list of companies either all on separate lines or separated by the value(s) presented in <separator>.

Separator

If the separator element is left empty then each company name is expected to be on separate lines.  No spaces , tabs, or other characters can be on each line.

  If the separator field is set it may be set to a single character like a coma or semicolon

 

Below is an example, we will see creating BMC Interface Option and mapping multiple Companies.

 

 

In the above screen as we see BMC is the company which is containing the rest of the customized XML elements in the Interface Section “My Brand BMC” (we created earlier above) and hence BMC is our <branded_company>

Calbro Services and Invention Services are the companies which I want to brand against BMC, and hence these two are under the company list.

 

Once the above settings are in place and saved after refreshing servlets, Users belonging to Company “Calbro Services” and “Invention Services” will see the branded Self Service Portal which has been configured for company BMC as above.

Users belonging to other companies will use the default design of Self Service Portal as those companies are not branded .

 

In the screenshot below you see Mary is part of Calbro Services and hence once she logs in, she is able to view the branding. Similarly all other users who are a part in the list below and also the users who are a part of Invention Inc will observe the same.

 

 

 

 

 


To get more information on how to Rebrand MyIT portal please refer below link from BMC Documentation Portal space.


1. Rebranding BMC MyIT for the universal client

2. Mobile App re-branding steps (iOS & Android)

3. Re-signing and rebranding BMC MyIT for iOS

4. Android Re-Branding

5. Re-Branding examples


Known Issues and Workaround


KA415764- While hiding the logout button in SSP the logout option is removed however the actual button is still visible


I hope you find this blog useful. Please comment on this blog with your suggestions to make the blog more productive and appreciate your general comments as well on this blog.


You can find more content like this about BMC Remedy products on the BMC Remedy Pulse Blogs page.


At BMC we always strive to make our customers realize more value from our Products and be successful.

You can now also connect with us via chat session to get quick information on how to type question. For details, please refer Connect with BMC Support Team over Chat sessions.


You can also join the Customer Support Community to learn about and provide feedback on ways Customer Support can enable your success.

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MyIT is a next-generation self-service app that reduces IT friction, cuts support costs, and boosts customer satisfaction. It’s fast. With a swipe, alerts and service updates appear.

 

Picture this…its 9am Monday morning, you've just turned on your computer and you can’t download anything!

 

MyITRetry.jpg

 

How frustrating, if only you’d known there was a problem earlier, perhaps you could have worked around it! Wouldn't it be great if you could see a cell phone notification or email at the same time as your IT Help Desk? We thought you would so we've come up with a way to link MyIT with Truesight Infrastructure Management (TSIM) a tool which finds and resolves issues such as these. With just a couple of clicks on my cell phone I can see the status of all my Services, including my IT Infrastructure!

 

Profilepic.jpg

 

With MyIT you can define Service status manually but if you integrate with TSIM you’ll get real-time business service updates so users can check for themselves. This also gives your helpdesk less of a headache allowing them to focus more on the problem itself.

 

So how does it all work?  To summarise, My IT Tomcat connects to the TSIM cell via BMC Impact Integration Web Services (IIWS) and pulls back the Service Status being monitored by Truesight.

MyITBPPMARCH.png

 

 

Have a look at the above high level diagram for a minute, Tomcat actually uses a provider (set of Java libraries which “provides” business functionality) to connect to TSIM every 60 seconds.

MyITLibraries.png

The actual configuration details for TSIM (as well as the other providers) are held within the “PROVIDER_SETTINGS” table of the MyIT System Database and can be changed from “Features” in the Configuration Tab of the Administration console.

 

When it comes to setting it all up, it’s all done though the Services Tab of the Administration Console so once you click the “Add” button you should be able to see all available TSIM services:

MyITServiceAVAIL.png

So what if things go wrong and we don’t see any Services listed? 

CheckMark.jpg


1.
Rule out the basics, is it supported?  MyIT is currently compatible with TSIM 8.6 and 9.0.

 

2. Is your TSIM Cell configuration correct? For MyIT to communicate with the TSIM cell via IIWS there needs to be a valid entry in the “mcell.dir” files on the TSIM Server. The TSIM components look up the host, port and encryption key from the “mcell.dir” files when establishing connections to the cell:

 

a) mcell.dir in “C:\Program Files (x86)\BMC Software\Impact Web Services\Tomcat\webapps\imws\WEB-INF\etc”

 

E.g

 

cell local mc machinename:1828

gateway.imcomm IIWSGatewayServer mc machinename:1859

 

b) mcell.dir in “C:\Program Files\BMC Software\ProactiveNet\pw\server\etc”.

 

E.g

 

cell Admin  mc  pnetserver:1827

cell IAC  mc  pnetserver:1827

gateway.pn_server  pn_server_pnetserver  mc pnetserver:1851

admin ias_Admin  admin/admin  pnetserver:3084

cell pncell_pnetserver  mc  pnetserver:1828

gateway.ibrsd  IBRSD mc  pnetserver:3115

gateway.imcomm  gw_ps_pncell_pnetserver  mc pnetserver:1839

 

You need to be careful with these files …if there’s a problem with the configuration you might see the following errors in the apache tomcat logs (C:\Program Files\Apache Software Foundation\Tomcat7.0\logs\MyIT2014.xx.xx).

 

ERROR [ServiceAvailabilityPoller] - , Thread ID = 16java.lang.RuntimeException: Error encountered while executing query for service availability data through IIWS

Caused by: org.apache.axis2.AxisFault: Execute API 'QueryComponentsByCondition' failed. Reason: Error in add connection to ImpactManage: local.  Exception message: Cell local is not registered in directory.

 

3. Is the BMC IIWS Service running?  Log on to the server and check if the following highlighted service is in a “started” status:

 

IIWSService.png

 

 

4. Are you sure you have the right IIWS URL specified? When you’re installing MyIT you are given the chance to enter in the IIWS URL or if you are running 2.0 SP1  + you can enter information after the installation but regardless, the URL should be in the following format:

 

http://pnetserver:9080/imws/services/ImpactManager

 

BPPMProviderImage.png

It’s always best to make sure this URL is valid and operational so just paste it into a browser and you should get a similar response to this:

 

IIWA..jpg

So what after all this you still can’t see any services?  Check obvious things like network connectivity and ask yourself questions like “Can I telnet to the Server where IIWS is running?”, “Is there a possibility that anti-virus is blocking the communication?”, “Did the installation complete without errors or warnings?” If all else fails, just log a case with us in BMC Support and we'll take it from there !

Would you like to know more about the other providers ? Watch this space because I'll covering more soon...

 

I hope you've found this Blog useful so I'd appreciate any feedback.

 

Additional Resources:

 

  1. MyITDatasheet
  2. Setting up Services with MyIT
  3. BMC ProactiveNet Performance Management
  4. Troubleshooting IIWShttp://documents.bmc.com/supportu/documents/48/63/244863/244863.pdf

 

KA413810  Cannot integrate MyIT with BPPM

 

MyIT Demo Video

What is MyIT Video

 

See more BMC Pulse articles here:

 

BMC Remedy Support Blogs

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Its end of February and March rising not too late to start off with Virtual Agent SP1. . I work with many customers who are new to this product and are unaware of the latest Virtual Agent release which is more rich in feature as comapred to BMC Chat 8.0 which is renamed to BMC Virtual Agent when VA 8.1 was released.

 

This post will help you collect the information on What’s new with BMC Virtual Agent 8.1.01 as compared to 8.1.00. The Virtual Agent SP1 released on 21st Nov 2013

 

New features in this version

 

1.)      Installer

2.)      Sample AIML

3.)      Localization

4.)      Diagnostics

5.)      Software License Report

6.)      Performance updates

7.)      Right Answers Integration

8.)      Security fixes and enhancements

 

 

1) Installer - Enhancements

 

• Reduced manual steps

• Installs AR server and mid-tier components and Server Type Selection for component based installation

• Application Upgrade through Installer

• Reports deployment through Installer

• Addition of Application Version in SHARE: Application Properties

• Un-Installer changes

• SSP Localization integration

• Chat Alerts now packaged with VirtualAgent components

 

 

2) Sample AIML

 

New Sample.aiml file included in aiml file repository which provides advanced Aiml file construction examples.

aiml.png

 

 

3) Localization

 

Self-Service Portal Localization – French, German, Italian, Spanish, Brazilian Portuguese (pt_BR), Korean, Japanese, Simplified Chinese

For example for French locale the screen in French locale will look as below after the Configurations done. See More

translation.png

 

4) Diagnostics

 

For overall health, performance and debugging of the VA system, diagnostics information has been added within the installer .
Three levels or areas of diagnostics exist:

  • Start up diagnostics
    Performs initial test of critical items and reports status

 

  • Real-time diagnostics
    Provides a detailed look into system performance

 

  • Diagnostics Logging
    Option to log the details of Real-time diagnostic events by individual items

 

 

5) Software License Report

 

a) Updated License Usage Reporting

report.png

 

b.) New Drill Down feature for License Usage Report

 

r2.png

 

6) Performance Updates


Better handling of the support queue position notification messages by improving the Self Service Servlet. New changes implemented by introducing a position counter on the Self Service Portal.

 

 

7) Right Answers Integration

 

With version 8.1.01, it is possible to integrate BMC Virtual Agent with the RightAnswers knowledge management system. On chat with a virtual agent, customers' questions can be used to search the RightAnswsers knowledge base. BMC Virtual Agent returns a link to a list of Right Answers sources. See More

 

 

8) Security Updates

 

The SP1 release contains several security fixes and enhancements like
•   Parameter Validation for the execution of script commands. 
•   Usage of recent servlet-api.jar from Tomcat.
•   Addition of Customized Error Response Page.

 

 

Useful knowledge articles and hotfixes that are available for BMC Virtual Agent 8.1.01

 

 

Recently Modified/Added Sections to SP1 Documentation

 

 

 

Information to download the patch and documents

 

 

 

In the case of defects, be sure to upgrade to the latest versions and service packs that address them. 
For any further questions please contact BMC Customer Support or BMC Communities for Virtual Agent. You can use Ideas in Communities to submit and vote on features that you would like to see in the product.

 

You can find similar post like this in BMC Remedy Pulse Blogs.

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In this special edition of Alf's Zoo, we discuss the latest products from BMC Software, including Remedyforce Winter '14, MyIT 2.0 and AppZone 2.0. From an uber-modern self-service app to a familiar corporate store and an industrialized IT management system, the New IT brings unheard of benefits to the enterprise.

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So, you aren’t an Apple fan club member? Or you just like to work on your PC?

Multiplatform.png

The latest release of MyIT expands the platforms your business users may utilize, increasing the population of employees that can take advantage of MyIT to get the information and assistance they need.  Increasing the scope of engagement with your business users are two new clients and multiple localizations for a consistent user experience across multiple device types and languages.

 

For the Android community, install the Android native MyIT app on your Google Nexus, Samsung Galaxy or HTC One phone or tablet to experience the same features you have seen on iOS devices.  Try the Android app yourself at http://go.bmc.com/forms/Try_MyIT.

 

For all your laptops, desktops and other devices, use the new Universal Client from your HTML5 –compliant browser.  The Universal Client brings the same user experience with MyIT to other platforms not just to serve the large population of employees that are not mobile, but also to enable your mobile employees access to information and assistance from IT at their desks without having to switch to another device – personalized service whenever and wherever the employee needs it.  For mobile employees, this can be useful for planning activities, such as a trip, at their desk so they are prepared for new locations and how to use resources when they get there rather than having to look it up on the run.  The information is already at their fingertips or on their mobile device when they need it.  Try the Universal client yourself at http://go.bmc.com/forms/Try_MyIT.

 

Is your enterprise primarily non-English speaking or multi-lingual?  Every user can set their language preference to French, German, Italian, Spanish or Simplified Chinese to enjoy the benefits of MyIT in the language of their choice.

 

Now that can engage more of your employees in the MyIT experience, you will see less time lost in interactions with IT.  Find out more about the benefits of MyIT at myit.bmc.com.

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AIML stands for Artificial Intelligence Markup Language and is one of the sources that the virtual agent can search.  As you can see AIML is very similar to XML and you can either use Gaitobot (AIML editor), any XML editor, or even a text editor to create a new AIML response.  (Please ask on this forum or see the documentation if you have any more questions on creating AIML.)

 

Below is an example of how to create a list using the list tags:

 

<category>

    <pattern>What are our company holidays</pattern>

    <template>Here is a list of the holidays we observe in the USA for 2013:<ul>

                                             <li>Tuesday, January 1st - New Years Day</li>

                                             <li>Monday, January 21st - Martin Luther King, Jr.</li>

                                             <li>Tuesday, February 18th - Presidents Day</li>

                                             <li>Monday, May 27th - Memorial Day</li>

                                             <li>Thursday July 4th - Independence Day</li>

                                             <li>Monday, September - 2nd Labor Day</li>

                                             <li>Monday, October 14th - Columbus Day</li>

                                             <li>Monday November 11th - Veterans Day</li>

                                             <li>Thursday November 28th - Thanksgiving Day</li>

                                             <li>Wednesday, December 25th - Christmas</li></ul></template>

  </category>

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MC MyIT continues the revolution in bringing self-service benefits to IT that business users want to use with the introduction of the MyIT OnDemand SaaS option for IT and five non-English languages for end users.

 

The same features and benefits of MyIT are now available as an optional add-on to Remedy OnDemand SaaS IT Service Management.  MyIT OnDemand assists Remedy OnDemand customers significantly improve the end user self-service experience, resulting in greater business user adoption of self-service and reducing the repetitive workload of IT staff – saving time for all. MyIT OnDemand is in the same environment with Remedy OnDemand, sharing the service attributes of security, high-availability and support services.  MyIT OnDemand can be included in available Disaster Recovery services for Remedy OnDemand. Visit MyIT and Remedy OnDemand to learn more about the advantages bring to SaaS IT Service Management.

 

MyIT OnDemand is fully compatible with BMC MDM and BMC MDM OnDemand, including Application Management and Secure Content Locker.

 

For your non-English speaking users, MyIT and MyIT OnDemand now support easy end user selection of display languages.  All available languages are supported concurrently across your enterprise-wide use of MyIT.  Currently supported end user languages include:

  • French
  • German
  • Italian
  • Spanish
  • Simplified Chinese
  • English

MyIT has only just arrived and already access is expanding to broader populations of business users. Look for more to come.

MyIT Behind the scenes!

Posted by Jason Frye May 15, 2013
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One of the questions I always get asked about MyIT is "What does it take to make this thing work?"  The short answer is "It doesn't take much."

 

When I asked the team building MyIT about their design philosophy they responded:

The mobile paradigm is 'It Just Works' and thats really the guiding principle behind MyIT.

 

We designed MyIT to work in any organization, regardless of their level of maturity.

You don't have to have mature processes you only need ITSM or Service Catalog enabled to run MyIT (and in some instances you don't even need those!)  You don't even need a CMDB to take advantage of the location aware functionality.

 

I think the best way to illustrate the simplicity of MyIT is to give you access to the "magic" of MyIT behind the scenes. Enjoy the show!

 

Direct Link to videos:

 

(or play them inline below)

 

MyIT-Behind the scenes-An Architecture and installation overview

 

MyIT-Behind the scenes-Configuring Locations Services

 

MyIT-Behind the scenes-Configuring Assistance, How-To's and Appointment Services

 

MyIT-Behind the scenes-Configuring Health Services, Broadcasts and integrating with MDM

Great reasons to try MyIT!

Posted by Chris Rixon May 14, 2013
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#1 Getting started couldn’t be easier

 

If you’ve got an iPhone or iPad, go to the App Store right now, search for ‘MyIT’ (or just tap here) and install it. That’s it - no forms, no configuration and no fuss. All you have to do now is put yourself in the shoes of an end user - how you choose to get into character is entirely up to you...

 

Ready?

 

#2 No training required and you’re free to explore!

 

You’ve used an iPad or iPhone to get this far, so you’ll be able to use MyIT. We’ve really tried to make the user experience as simple and familiar as possible. Our goal is that anyone should be able to pick up MyIT and just start using it. Imagine how easy that will make the roll-out process…

 

Home.PNG.png

MyIT will open at the homepage. You’ll see a summary of the key services you care about, any requests you have in process and your next help desk appointment. MyIT will also show you where you are and how to get to the nearest ACME office.

 

By the way, welcome to ACME - we think you’re going to like working here…

 

 

#3  You’ll see something new. Guaranteed.

 

You’re free to explore MyIT as you want, in fact it’s probably the best way to learn your way around the app. That’s certainly the approach Adam Holtby of analyst firm Ovum took. To whet your appetite, watch Adam exploring MyIT for the first time on this video.

 

Want to see what mobility can bring to IT self-service? – just tap on the ‘Location’ icon. The map will open at your location and show you details of the nearest ‘Acme’ office. Tap on the Acme office and then tap on the right arrow of the location box and you’ll see details of that office.

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Here’s an example based on ACME’s New York office, just tap on any of the devices on the map and you’ll be able to see full details of what they are and how to use them. You can even interact with the devices: you can get status updates and report issues– you can even book time in ACME’s conference rooms!

 

MyIT uses location in lots of other important ways too:  you can filter updates, knowledge and services based on location - making the experience of getting IT service richer, faster and easier.

 

Why not try making an appointment with IT face to face and finally get that dodgy keyboard replaced? Tap on the ‘Assistance’ icon, tap on ‘Helpdesk Appointments’, choose an office and make that appointment. Service on your terms, where you want it, when you want it – smart eh ?

 

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#4  Take the guided MyIT tour (and win an iPad mini!)

 

We’ve also built an interactive guided tour of MyIT where you can explore the capabilities of the app before you download it. You can also use the guided tour as an evaluation companion for MyIT. The tour guides you through the key functionality of the app and explains what each capability could mean for your organization.

 

And the best part? If you complete the tour, you can register to win an iPad mini! So what are you waiting for? take the tour now!

 

Ok, that’s enough hand holding from us - you’re on your own now, go explore MyIT. Have fun and we hope you have a long and illustrious career at ACME!

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