11 Replies Latest reply on Oct 8, 2020 8:59 AM by Rohit Kumar

    smart recorder seach by cie not run

    Annie Beaulieu
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      We have 2 active companies in Remedy itsm. When we use smart recorder with the @ it gives us all the names in both companies.

       

      In the centralized configuration, however, we indicated True to the search parameter by cie. (smartRecorderSearchByCompany)

      In addition to having checked yes in CTM: Poeple with restricted access

      référence: https://docs.bmc.com/docs/smartit1908/centralized-configuration-876720971.html

       

      Shouldn't he bring out the names of the company listed in CTM: People? even if we activate the box or not we have the same result. With the @ we have the names of the 2 cies.

       

      Are we missing a configuration so that the user only sees the @user of the company assigned to him?

       

      If we use the # it works but the centralized parameter does not allow us to avoid having to enter it each time?

       

      Merci !!

        • 1. Re: smart recorder seach by cie not run
          Rohit Kumar

          Can you please provide Smart IT Rest Version string?

           

          http://<smart<http://%3csmart> IT Server>:9000/smartit/rest/version

           

          Regards,

          Rohit Kumar

          • 3. Re: smart recorder seach by cie not run
            Rohit Kumar

            Can you please copy/paste text here? Screen shot is not clear.

             

            Regards,

            Rohit Kumar

            • 4. Re: smart recorder seach by cie not run
              Annie Beaulieu

              {"buildNumber":"112","buildTime":1592511120000,"smartITVersion":"19.08.00","smartITPreviousVersion":null,"changelist":"ea53efcccc0149666f76f3c9f36c2b5b6ced99d2","jobName":"CI-SMARTIT-BACKEND-GITHUB-BUILD/Hotfix-19.08.00","ucBuildNumber":"135","ucChangeList":"cd7f16ca53c713e6023de2c366eb47f9f1142a6e","ucJobName":"CI-SMARTIT-UC-GITHUB-BUILD/Hotfix-19.08.00","ucpwaBuildNumber":"4","ucpwaChangeList":"616c6d276e64b52a5ac2b35160b40d353255b04c","ucpwaJobName":"CI-SMARTIT-UC-PWA-GITHUB-BUILD/Hotfix-19.08.00","androidCommitId":"8d34ee7a0539868b482f8edd9c1d6cd11bb119bd","androidJobName":"CI-SMARTIT-ANDROID-GITHUB-BUILD/Hotfix-19.08.00","androidBuildNumber":"71","androidVersionCode":"11087000","iosCommitId":"0934a1ce89a6b70c45e447fddae954254479d62f","iosJobName":"CI-SMARTIT-IOS-GITHUB-BUILD/Hotfix-19.08.00","iosBuildNumber":"105"} 

               

              • 5. Re: smart recorder seach by cie not run
                Rohit Kumar

                In Smart Recorder, you need to first use #Company Name and then search for People or asset using @. This is described here - https://docs.bmc.com/docs/smartit1908/how-the-smart-recorder-search-works-876720472.html#HowtheSmartRecordersearchworks-Company-specificsearchforassetsandpeople

                 

                Let me know if that helps. If not, please provide a doc with screenshots explaining the issue.

                 

                 

                Regards,

                Rohit Kumar

                1 of 1 people found this helpful
                • 6. Re: smart recorder seach by cie not run
                  Annie Beaulieu

                  thanks yes we have seen this procedure.

                   

                   

                  The problem is that we recently created a 2nd company and it looks like we are missing a step because after removing and adding access to our users it works.

                   

                   

                  thank you for your help

                   

                  merci !

                  • 7. Re: smart recorder seach by cie not run
                    Rohit Kumar

                    Great, glad to know it works.

                     

                    Regards,

                    Rohit Kumar

                    • 8. Re: smart recorder seach by cie not run
                      Chantal Blais

                      ?

                      Hello,

                      Sorry for my Englishm fortunately, google translate exist.

                       

                      I work with Annie, I would like to give you additionals informations.

                       

                      We have an Operational company (company A) and we have just added a Customer company (Company B).

                      We have entered true to the smartRecorderSearchByCompany setting in centralized Configuration.

                      Suppose that User #1.  We configure (CTM:People) on the tab Acces Restriction Added Company A only and I unchecked Unrestricted Acces.

                       

                      Habitually, this configuration would make company A appear when choosing the smart recorder in smartIT.

                      in some cases it behaves in other cases not.

                       

                      Questions :

                      We want to know if in smartIT there are one or more rules for displaying or naming the company.

                      If my People has a support group that is in both companies.  Will this configuration by pass the individual configuration?

                      same for permissions, are there permissions that by pass the individual configuration ?

                      or any other reason that could by pass the company restriction in ctm:people

                       

                      Thank you in advance !

                      Merci à l'avance !

                       

                      Chantal

                      • 9. Re: smart recorder seach by cie not run
                        Rohit Kumar

                        Hi Chantal,

                         

                        Let me try to explain on the basis of your question.

                         

                        We do query on COM:Company form and try to bring the companies on the basis of user is having access to. Best way to check this, login to Mid Tier and go to COM:Company form as the same user and try to do search.

                         

                        Can you elaborate this to get more clarity – “in some cases it behaves in other cases not”?

                         

                        Do you mean that Company B is not showing up in the list as that is Customer Company? If yes, you need to set that Service Provider Company in order to get it searched.

                         

                        When we query on COM:Company, following qualification is used to bring up company list.

                         

                        Parsing qualification AR Form='COM:Company', qualifierString=''7' = 1 AND ('1000000006' LIKE "%Operating Company%" OR '1000000006' LIKE "%Customer%" OR '1000000006' LIKE "%Service Provider%") AND '1000000001' LIKE "%CompanyB%"'

                         

                        Hope this helps.

                         

                        Regards,

                        Rohit Kumar

                        • 10. Re: smart recorder seach by cie not run
                          Chantal Blais

                          Thanks Rohit ,

                           

                          I think I have found the solution, I will do some other tries before

                          shouting victory,

                          I will give you more informations,

                          I admit that it is not always clear what one writes, sometimes a picture

                          is worth a thousand words.

                           

                          Chantal

                           

                           

                          Chantal BLAIS

                          Analyste en pilotage de système

                          Direction générale de l'exploitation des services technologiques

                          Commission des normes, de l’équité, de la santé et de la sécurité du

                          travail

                          1199, rue De Bleury, 4e étage

                          Montréal (Québec) H3B 3J1

                          514 906-3050, 2238

                           

                          Votre porte d'entrée unique pour les services en matière de travail

                          cnesst.gouv.qc.ca

                           

                           

                           

                           

                           

                          De :    "Rohit Kumar" <communities_update@bmc.com>

                          A :     "Chantal Blais" <chantal.blais@cnesst.gouv.qc.ca>

                          Date :  2020-10-07 20:00

                          Objet : Objet :  - smart recorder seach by cie not run

                           

                           

                           

                           

                          BMC Communities

                           

                          smart recorder seach by cie not run

                          réponse de Rohit Kumar dans Remedy ITSM - Afficher la discussion complète

                           

                          Hi Chantal,

                           

                          Let me try to explain on the basis of your question.

                           

                          We do query on COM:Company form and try to bring the companies on the

                          basis of user is having access to. Best way to check this, login to Mid

                          Tier and go to COM:Company form as the same user and try to do search.

                           

                          Can you elaborate this to get more clarity – “in some cases it behaves in

                          other cases not”?

                           

                          Do you mean that Company B is not showing up in the list as that is

                          Customer Company? If yes, you need to set that Service Provider Company in

                          order to get it searched.

                           

                          When we query on COM:Company, following qualification is used to bring up

                          company list.

                           

                          Parsing qualification AR Form='COM:Company', qualifierString=''7' = 1 AND

                          ('1000000006' LIKE "%Operating Company%" OR '1000000006' LIKE "%Customer%"

                          OR '1000000006' LIKE "%Service Provider%") AND '1000000001' LIKE

                          "%CompanyB%"'

                           

                          Hope this helps.

                           

                          Regards,

                          Rohit Kumar

                           

                           

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                          • 11. Re: smart recorder seach by cie not run
                            Rohit Kumar

                            Thanks Chantal, let me know if you need anything else.

                             

                            Have a great day ahead!!

                             

                            Regards,

                            Rohit Kumar