Service CIs that are available for selection in the 'Service*+' field of ITSM's Incident form are not available in Smart IT's 'Affected Service' field

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    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT


    APPLIES TO:

    BMC Remedy with Smart IT 1.5.00



    PROBLEM:

     

    Service CIs that are available for selection in the 'Service*+' field of ITSM's Incident form are not available in Smart IT's 'Affected Service' field.

    Steps that would demonstrate this issue:

      
       
    1. Configure a Business Service CI that has (Operating Company) 'Company A' configured in the Company (ID 1000000001) field
    2.  
    3. Create a 'Used By' People Organization relationships (from the CI's People tab) and relate it on company level to 'Company B'
    4.  
    5. In ITSM, start creating a new incident and select a customer from 'Company B'
    6.  
    7. Check the available options in the 'Service*+' field, the Business Service CI of step 'a' would be one of them
    8.  
    9. Start creating a new Incident in Smart IT and try and find the Business Service CI of step 'a' in the 'Affected Service' field
      

     

      

    Result: The Business Service CI is not available in Smart IT

      

     

      




     

     


    CAUSE:

    As Designed


    SOLUTION:

     

    Smart IT Product Management provided the following information on the difference in behaviour for (Business) Services in the Smart IT application compared to ITSM:

      
      "In Smart IT there are a number of areas where we took customer feedback into account and made changes to make using the ITSM application more usable. One of those areas was how we are looking up Services. We have received feedback that limiting the search of services to just a particular people relationship was limiting the adoption of services in ITSM because of the complexity of having to manage those relationships. In Smart IT we decided to expand the search to include all services which are associated with the customers company, which has been met positively by other customers who are looking to make use of the service model in ITSM."
      
    Therefore, the search for Business Services from Smart IT is driven by the   company information stored in the 'Company' field (ID 1000000001) of the Business Service CI rather than People Organization relationships defined for the CI. 

    There is one additional parameter ("useOperatingCompany", stored in Smart IT's "SmartIT_Business.CONFIGURATION_PARAMS" table), that influences which Business Services are presented in the 'Affected Service' field in Smart IT, i.e.: 
       
      User-added image
      
    The expected behaviour, based on the setting for this parameter (note: if this setting is updated in the DB, the Smart IT Services will need to be restarted to reflect this new setting):  
       
    • When ‘useOperatingCompany’ is set to false (which is the default setting), searches initiated from Smart IT's 'Affected Service' field will include both:
      
      1. Business Services where the 'Company' configured in the Business Service CI matches the 'Company' of the    customer that has been selected in the incident  
    2. Business Services where the 'Company' configured in the Business Service CI matches any 'Service Provider' company    the Support Staff user that is creating the incident has access to  
      
       
    • When ‘useOperatingCompany’ is set to true, searches initiated from Smart IT's 'Affected Service' field will include both:
      
      1. Business Services where the 'Company' configured in the Business Service CI matches the 'Company' of the    customer that has been selected in the incident  
    2. Business Services where the 'Company' configured in the Business Service CI matches any    'Operating Company' or 'Service Provider' company    the Support Staff user that is creating the incident has access to 
      

    Legacy ID:KA425256

     


    Article Number:

    000081458


    Article Type:

    Solutions to a Product Problem



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