If you need something more customizable, check out Mobile Reach -- http://mobilereach.com/solutions-overview/mobile-bmc-remedy-solutions/
On Tue, Jun 23, 2015, 10:57 AM Pierson, Shawn < [email protected]> wrote: > I'd like to chime in on this. I'm by no means an expert, but I've had a > lot of hands on experience with the last two versions of Smart IT and this > current version is going to be what we go live with. However, I have a few > observations. > > The first is that the changes between the last two releases of Smart IT > are huge. Basically, you can access and update Incidents, Changes, Work > Orders, and Knowledge Management articles. There are limited hooked into > other parts of the system too, but for us this is sufficient to put into > production (which should be happening within the next few weeks, once I > have my hardware available.) > > Secondly, you're right that it doesn't cover 100% of the functionality > that some people need to do their jobs, which is why we will be doing a > limited pilot at first and even after that, keep the Mid Tier as the > primary interface. Hopefully the next version makes as big of a leap in > functionality as the last one did but if not we can keep having people use > the Mid Tier as long as necessary. We'll be marketing it mainly toward > light Incident Management users and on-call situations. > > So I think you can do everything you asked for below with Smart IT, but it > will require a good amount of effort to set up, configure, and deploy. In > my case, once the hardware is available I'll have it up and running within > a couple of hours (I've done a few installs now) but you will probably have > to make changes to your Remedy configuration to accommodate it that may > take longer. In my case, the Change Management portion of Smart IT doesn't > play nicely with how we use multi-tenancy, so I'm still trying to think of > how to make that easier. We also have a big problem where one of the > permissions required is not something we've normally deployed because we > don't want everyone messing up the People data, but Smart IT requires > everyone to be able to edit that. Finally, since we're not a Silicon > Valley I.T. company, we don't have a mobile development team to assist with > deploying the mobile apps. We probably won't be able to deploy any of them > until our Citrix-based mobile device management solution is in place and > even then I have no idea how to set up iOS apps properly so we may just > have everyone use the mobile websites for Smart IT and My IT instead. The > Android version is very easy to work with though so we may deploy that in a > limited way. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > -----Original Message----- > From: Action Request System discussion list(ARSList) [mailto: > [email protected]] On Behalf Of SUBSCRIBE ARSLIST theReel > Sent: Tuesday, June 23, 2015 9:43 AM > To: [email protected] > Subject: Re: updating ITSM support tickets on mobile devices > > Thanks Tauf, > > I had looked at the Smart IT offering but based on the BMC trial site it > looked like users only have access to a very stripped back version of the > ITSM applications. On first view it appears to be aimed at end users > rather than support staff - which is understandable. > I need users to be able to view their work stacks, open and review > incidents/changes including customer contact details, attachments and work > info notes; enter updates; reassign calls; resolve calls; add time etc > > Do you use Smart IT in your company? > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the > Answers Are, and have been for 20 years" > > Private and confidential as detailed here: > http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot > access the link, please e-mail sender. > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > "Where the Answers Are, and have been for 20 years" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
