Connect with BMC Helix ITSM and Remedy - 19.08 Feature Release Webinar Q&A

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    Subscribe to the BMC Helix Remedy & Discovery Youtube Channel

    https://www.youtube.com/c/BMCRemedyandDiscovery

    Presentation References

    Comprehensive List of 19.08 Enhancements (for Each Component)

    https://docs.bmc.com/docs/itsm1908/19-08-enhancements-877691963.html

     

    15 Min Video with Overview of BMC Helix 19.08 Enhancements

    https://www.youtube.com/watch?v=0VFKDM2h67k

     

     

    Q&A

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    Q: Will the new calendar show change requests for specific groups that user is part of, or will it show all change requests that are raised in the system?

     

    A: Business events and outages are displayed to all users. As a user, you need to have change and release agent permissions to see change request and release ticket related details in the calendar. For more information on Smart IT roles and permissions, please see https://docs.bmc.com/docs/smartit1908/smart-it-roles-and-permissions-876720173.html. Also, please note that the backend visibility roles (RLS) apply, so if a user doesn’t see a certain change request from an RLS perspective, they don’t see it in the calendar either.

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    Q: What about being able to create a 'reminder' in an Incident and having this added to the Calendar?

     

    A: Incident reminders are currently not available in Smart IT, nor are they available in the calendar.

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    Q: Is there any limitation for the data to be available on Smart Recorder

     

    A: For information how the Smart Recorder search function works and what data is displayed, please see https://docs.bmc.com/docs/smartit1908/how-the-smart-recorder-search-works-876720472.html

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    Q: Is there a "self-help" for BMC Digital Workplace end users?

     

    A: BMC Digital Workplace has the same Whatfix-based self-help system, but it is only available for the administration console. For end users, the DWP is assumed to be intuitive enough to understand without help system.

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    Q: Is it possible for a company to add entries in the self-help system?

     

    A: Yes, it is possible to add your own content in the new self-help system. Please note that this require you to have a Whatfix license. See https://docs.bmc.com/docs/smartit1908/configuring-the-embedded-self-help-886823590.html

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    Q: What's the name of that 3rd party tool for which we'd need a license in order to add custom Self Help?

     

    A: Whatfix is the self-help technology. See https://whatfix.com/

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    Q: is there any new functionality on Smart Reporting?

     

    A: Yes, mostly admin side of Smart Reporting. There is a new real-time sync capability between Remedy / Helix ITSM and Smart Reporting. And there is an easier way to import content (reports & dashboards) that are shared between multiple tenant companies. See https://docs.bmc.com/docs/itsm1908/19-08-enhancements-877691963.html#id-19.08enhancements-BMCRemedySmartReportingenhancements

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    Q: When we have BMC Discovery on-premise and want to integrate with this BMC Helix ITSM CMDB, how this can be done?

     

    A: This is a supported configuration and the BMC Helix operations team can advise on the appropriate integration approach. Please submit a request via i.onbmc.com.  By default, the integration uses the CMDB REST API

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    Q: Is there any link that would explain in detail about the Discovery to BMC Helix ITSM CMDB integration?

     

    A: https://communities.bmc.com/thread/197988  essentially the integration is the same as on-premise to on-premise but your CMDB is in Helix infrastructure so just a couple of additional steps where Helix operations configure a tunnel

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    Q: I want my Virtual Chat component to route a ticket based on Region-wise agent availability. How should we do that?

     

    A: For information about setting up custom auto-routing rules, please see https://docs.bmc.com/docs/display/livechatcurrent/Setting+up+custom+support+queues+that+autoroute

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    Q: On Smart IT, the slide mentions Performance Improvements. So, what exactly is being done to improve the performance?

     

    A: Smart IT has improved performance in the areas of:

    There are also RLS related performance enhancement that apply independently of the UI that is used to access the ITSM applications. See https://docs.bmc.com/docs/itsm1908/19-08-enhancements-877691963.html#id-19.08enhancements-BMCRemedyARSystemenhancements (Performance improvement by using Subquery algorithm)

     

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    Q: Is 19.08 CMDB UI compatible with Remedy AR System 19.02 and Atrium CMDB 19.02?

     

    A: No, you cannot use a newer version of the CMDB UI with an older version of the CMDB or AR System. All these components have to be on the same version number. The CMDB UI is installed and delivered as part of the CMDB install - it's not a 'separate' thing. Please note: an AR System + CMDB upgrade alone to 19.08 is sufficient to get access to the new CMDB UI 19.08. No ITSM application / Smart IT upgrade is required because the CMDB UI resides and is delivered by the platform Jetty instance.

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    Q: Flash is getting out of service starting 2020.  Do we have anything to support process view at SRM side without Flash?

     

    A: Yes, you can configure PDT/AOT processes to show process fulfillment details for the ‘In Progress’ status on the Details tab of service request view without Flash. In the PDT/AOT editor, select the ‘Show in Simplified View’ check box for each process step. See https://docs.bmc.com/docs/srm1908/creating-a-standard-pdt-866347332.html  This option doesn’t provide all the details as the Flash-based process view, but in some case this may even be advantageous.
    In general, BMC recommends customers to transition to the superior capabilities of BMC Digital Workplace Advanced, which does not use any Flash.

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    Q: Is BMC Helix Chatbot is also available for on prem deployments?

     

    A: BMC Helix Chatbot utilizes a cognitive microservice from BMC, built on BMC Helix Platform. It leverages NLP from a 3rd-party AI provider. The BMC Helix Chatbot is not available on-prem but can be used in combination with BMC Digital Workplace Advanced or Remedy ITSM on-prem.

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    Q: Is it possible to edit the content of the KPI reports on the Smart IT Dashboard in this version?

     

    A: No, the Smart IT Dashboard is not configurable. But a configurable dashboard (Smart Reporting) is just one click away for the user. Please note that you can configure a different screen than the Smart IT Dashboard as your landing page. Please see landingPage parameter of Centralized Configuration: https://docs.bmc.com/docs/smartit1908/centralized-configuration-876720971.html

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    Q: Just to elaborate, for organizations that have moved from Microsoft to Google Suite, can that sort of collaboration done via Microsoft Teams be done with Google?

     

    A:  It is not available as of 19.08, but not out of question for future release.

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    Q: Do we have any alternative for Flash? As Flash is getting out of support starting 2020

     

    A: BMC has been diligently working to remove flash for last 2 years. In general, customer can deploy an ITSM Suite without Flash. Please see https://docs.bmc.com/docs/itsm1908/for-adobe-flash-in-remedy-877692210.html?src=search for more details.

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    Q: If we would like to use Smart IT on mobile phones, will we have to have mobile apps, or does it have reactive design, like new DWP 19.08?

     

    A: It is still native mobile app for Smart IT 19.08. Progressive web app only available for DWP as of today.

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    Q: Is the new outbound REST API multithreaded?

     

    A: Yes, multiple parallel calls can be done.

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    Q: How would a customer obtain the connector for MS Azure Alerts? Is it something they would need to purchase?

     

    A:  Azure Alert connector is available as a premium connector with BMC Helix Platform. To get the end-to-end solution for integrating MS Azure alerts with Remedy ITSM, you also need to purchase BMC Helix Multi-Cloud Service Management.

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    Q: I am trying to find out if it is possible to change the new mid-tier login images. I haven't been able to find any documentation on it. Customers want the ability to customize the images that are displayed.

     

    A: Please see https://docs.bmc.com/docs/ars1908/creating-customized-mid-tier-login-page-885668473.html for information about customizing images.

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    Q: When can we expect the draft status and 'Save as Draft' functionality to be added to DWP Basic? It is hard for end users to adapt new technology and move forward when key functionality is missing.

     

    A: End users can save their current shopping carts for later in the Digital Workplace UI. Shopping cart feature is only available with DWP Advanced.  There are currently no plans to provide the shopping cart functionality as part of DWP Basic. Customers should consider adopting Digital Workplace Advanced, which is BMC’s strategic direction for service catalog capabilities.

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    Q: I am assuming the new Live Chat console can be used for the current Virtual Chat tool, as well as Chatbot where a bot can't answer and passes to a real agent?

     

    A: Correct, the new Live Chat workspace can be used no matter if you use BMC Helix Chatbot or not.
    If BMC Helix Chatbot is deployed, the user interaction starts Chatbot UI and users can stay in that UI as they transition to a Service Desk agent for a live chat interaction.

     

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    Q: Is the Live Chat Console available within the mobile/iOS version of Smart IT?

     

    A: No, it is only available in Smart IT Universal Client (UC).  It is mainly targeted for frontline Service Desk agents, which tend to work in a desk setup.

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    Q: Would users who have a Read License with Application View Permissions be able to access Smart Reporting?

     

    A: No, only users with ITSM fixed and floating license are entitled to use Smart Reporting.

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    Q: is the containerized BMC Helix ITSM solution available for deployment on private clouds built on VMWare infrastructure?

     

    A: Not at this time. Currently containerized deployment is only available through BMC Helix ITSM as a service (on BMC cloud, AWS and Azure).

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    Q: When will we be able to use the Contracts Console via Smart IT as opposed to Mid-Tier?

     

    A: Not in the short term. At this time, other Smart IT enhancement proposals have higher priority. See e.g. the votes for different Smart IT related ideas in the BMC Community.

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    Q: Does BMC envision, at some stage, allowing users who have a Read License with Application View Permissions to have access Smart Reporting?

     

    A: Not at this time.

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    Q: Currently we are on version 8.1, on premise. So, in order to upgrade to 1908 what is best suited upgrade path?

     

    A: Check the Upgrade Portal for the detailed recommended steps to upgrade - https://docs.bmc.com/docs/brid1908/upgrading-879731644.html.  You should also consider a transition to the SaaS model (BMC Helix ITSM).

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