It’s here! Smart IT 1.5 has been released!
You can get the full scoop on new features from BMC’s docs site, so as usual, I’m just going to talk about a few of my favorites.
You can print a ticket now! Yes, I know, we’re all going paperless and mobile and whatnot – but sometimes you just need to be able to print the ticket out and carry it with you. And now you can!
Another item I know will be popular is an “Assign to me” button on tickets. That will save time for a lot of you out there.
Another feature I liked is being able to send a KB article as a PDF from Smart IT; so instead of needing to go get the URL from MyIT or some other place, along with pinning it to a ticket, you can now email it to the end user as a PDF. Users then can read the info directly instead of needing to log in to the system.
Are you using Tasks with your Incidents, Work Orders, and Changes? You can now use task sequencing and reorder the tasks as needed. If you are using phase management in Change, you can reorder tasks within the same phase. (And you can now add tasks on the mobile client.)
And something I know has been wanted for a while – you can create a knowledge article from Incident and Work Order – and have the data flow from the ticket to the KB article.
The final enhancement I want to mention – one of those boring but important things – you can now have “e-signature” for Change Approvals and Knowledge articles – that is, if your administrator requires it, you now need to re-enter your credentials to approve those items.
There are more great enhancements; see the full list here –