Remedy smart it

Remedy smart it DEFAULT
  • Welcome BMC Customer Support Site Guest User

Vulnerability spotted in BMC Digital Workplace & Remedy with Smart IT

Vulnerability spotted in BMC Digital Workplace & Remedy with Smart IT

BMC Helix Digital Workplace Advanced OnPrem

An unspecified vulnerability in both BMC Digital Workplace and Remedy with Smart IT components can permit remote attackers to perform pre-authenticated remote commands execution on the Operating System of the targeted system.

BMC Software has identified an unauthenticated Remote Code Execution security vulnerability in BMC Digital Workplace and Remedy with Smart IT.

BMC Digital Workplace
Versions: 3.x to 18.x, all versions, service packs, and patches are affected by this vulnerability.
**No action is required if you are using BMC Digital Workplace 19.02 or later.

Remedy with Smart IT
Versions: 1.x, 2.0, 18.05, 18.08, and 19.02, all versions, service packs, and patches are affected by this vulnerability.
For versions 1.4 or lower, you must upgrade to Smart IT version 2.0 Patch 2. If you need patches for 1.5, 1.5.01 & 1.6 please contact BMC Customer Support.
**No action is required is required if you are using Smart IT 2.0 Patch 2 or Smart IT 19.08 

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088for more information about troubleshooting BMC products in containers.


BMC has released a fix available for BMC Digital Workplace and Remedy with Smart IT. Internal Defect DRIIT-35018.
CVE details: CVE-2019-16755

BMC strongly recommends that all customers using BMC Digital Workplace and Remedy with Smart IT as outlined in the versions above, apply this hotfix. 

Remedy with Smart IT:
  • Remedy with Smart IT 1.5 & DWP 3.2 requires you to upgrade to Smart IT 1.5 latest build 259 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 1.5.01 & DWP 3.3 requires you to upgrade to Smart IT 1.5.01 latest build 447 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 1.6 & DWP 3.3.02 requires you to upgrade to Smart IT 1.6 latest build 226 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 1.6 & DWP 3.4 requires you to upgrade to Smart IT 1.6 latest build 142 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 1.6 & DWP 3.5 requires you to upgrade to Smart IT 1.6 latest build 128 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 2.0 Patch 1 requires you to upgrade to Smart IT 2.0 Patch 2
  • Remedy with Smart IT 18.05 requires an install of Patch 5 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 18.08 requires an install of Patch 1 prior to applying the security vulnerability hot fix.
  • Remedy with Smart IT 19.02 requires an install of Patch 1 prior to applying the security vulnerability hot fix.
**No action is required if you are using Remedy with Smart IT 2.0 Patch 2 or Remedy with Smart IT 19.08 

BMC Digital Workplace:
  • BMC Digital Workplace 3.3.02, 3.4.00 or 3.5.00 requires you to apply the security vulnerability hot fix.
  • BMC Digital Workplace 18.02, 18.05, 18.08 or 18.11 requires you to apply the security vulnerability hot fix.

No action is required if you are using BMC Digital Workplace 19.02 or later. 
No action is required for SaaS customers. This refers to Remedy as a Service (RaaS), Helix ITSM, or BMC Helix Digital Workplace.


Remedy product line cumulative hot fixes – Refer to KA#000164912 (you must be logged into Support Central to view the KA).


Thanks to Jerome Nokin for responsibly disclosing this vulnerability.  

BMC Helix Digital Workplace Advanced OnPrem

BMC Helix Digital Workplace Advanced OnPrem

Sours: https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA21O000000gnYQSAY&type=Solution

BMC Remedy with Smart IT 1.x: Fundamentals for Users (WBT)

This web-based course is for BMC Remedy with Smart IT users (Service Desk agents, Specialists, or Managers) to familiarize them with this next-generation BMC Remedy IT Service Management (BMC Remedy ITSM) user experience.

This course is based on version 1.5 of BMC Remedy with Smart IT (Smart IT), which is an intuitive, and elegant Service Desk experience that enables a more knowledgeable and collaborative workforce organized around IT roles. Smart IT is also available on mobile devices.

This training will give the learners an overview of the Smart IT main features before they begin to use them in real time.

At the end of the course, the learners will be equipped with the knowledge to easily work with tickets, knowledge articles, assets, and the main features of Smart IT; both on the Universal client and mobile devices.

Major release:

Course Delivery:

Course Modules

  • Introduction to BMC Remedy with Smart IT
    • Overview of BMC Remedy with Smart IT
    • Main features of Smart IT
    • Mobile device compatibility and benefits for Smart IT
    • Browsers and mobile devices compatible with Smart IT
    • Other BMC products compatible with Smart IT
    • List the other application functions supported in Smart IT
    • Smart IT personas and permissions
    • Responsibilities of different Smart IT roles
    • Smart IT Dashboard functionality
  • Service Desk with Smart IT
    • Ticket Console and performing common actions
    • Smart Recorder functionality
    • Creating a ticket using Smart Recorder
    • Creating new incident tickets, problem investigations, or known errors
    • Filtering, viewing, and updating tickets
    • Relating other items to a ticket
    • Viewing an existing knowledge article to resolve a ticket
    • Searching for a knowledge article
    • Creating a new knowledge article from a ticket
    • Smart IT functionality available on Apple Watch
    • Sending email messages directly from a ticket
    • Attaching items in an email
    • Chat functionality in Smart IT
    • Creating broadcast messages
  • Change Management with Smart IT
    • Change request phases in Smart IT
    • Creating change requests in Smart IT
    • Features of Smart IT Change Management such as Impact Analysis, the Change calendar, and Collision management
    • Approving change requests
    • Adding Ad hoc approvers
  • Knowledge Management with Smart IT
    • Viewing knowledge articles
    • Creating knowledge articles
    • Editing and sharing knowledge articles
    • Flagging knowledge articles
    • Searching for duplicate knowledge articles
    • Approving knowledge articles and viewing other approvers
    • KCS framework and its roles and responsibilities
    • Knowledge menu components (KCS Coach only)
    • Assessing knowledge articles
    • Creating Article Quality Index (AQI) Assessment questions
    • KCS report generation
  • Asset Management with Smart IT
    • BMC Asset Management overview
    • Asset Management personas in Smart IT
    • Asset Console and asset profiles in Smart IT
    • Smart IT asset types and sub types
    • Creating and updating assets in Smart IT
    • Relating an asset to another asset
    • Creating tickets from an asset
    • Receiving and scanning assets using mobile devices
    • Moving assets to inventory using Smart IT
Sours: https://www.bmcsoftware.es/education/courses/smart-it-1-x-fundamentals-users.html
  1. The ticket musers
  2. Titans tower rooms
  3. Paul walker wallpaper

BMC Remedy With Smart IT Brings Personalized, Intuitive Experiences to the Service Desk

HOUSTON, Oct. 7, 2014 (GLOBE NEWSWIRE) -- The traditional IT service desk has long struggled to provide support with inelegant, complex tools that are constrained by outdated processes and solutions lacking mobility and collaboration. Today, BMC is shattering this paradigm with the introduction of BMC Remedy with Smart IT, an intelligent, mobile and beautiful IT service management (ITSM) solution that revolutionizes the IT service desk experience. The first of its kind, the BMC Remedy with Smart IT solution takes full advantage of advancements in user experience, combined with the trusted back-end of the Remedy IT Service Management Suite of products to bring service workers new levels of productivity, effectiveness and customer satisfaction.

Last February, BMC launched MyIT 2.0, a radically innovative application that has empowered more than one million people to manage their own IT needs through a highly intuitive, collaborative mobile and social experience. Now, with the launch of Smart IT, BMC fills the back-office piece of the IT transformation equation and together, these intuitive solutions provide the best user experience for the people in IT and the consumers of IT.

"IT has often been left behind when it comes to a compelling, modern use of technology," said Robin Purohit, president of the service support business at BMC. "Today BMC is changing this paradigm and recognizing IT service desk employees as the first-line enablers of employee productivity. By extending Smart IT to the back-office, IT workers can now realize the same engaging, transformational experience that MyIT brings to the consumers of IT services."

Powered by the BMC Remedy IT Service Management Suite solution, the market-leading ITSM solution, Smart IT provides a first of its kind intelligent, collaborative and real-time service experience with modern features such as:

Mobility: Smart IT treats mobility as fully strategic, allowing access to comprehensive capabilities via mobile devices, to enable faster remote service delivery.

Intelligent Interaction: Proactively populating customer profile data and dynamic resource suggestions in a single smart field, Smart IT enables IT professionals to see the complete view of the consumer and deliver a more personal experience quickly, improving overall satisfaction and the cost of service.

Social: Smart IT delivers social discussion tools, personalized profiles, and collaborative editing to create a platform of teamwork and sharing that quickens issue resolution and speeds new staff ramp up times.

Availability

The BMC Remedy with Smart IT solution is immediately available with no additional license fees to existing Remedy customers (version 7.6.04 SP2 or above). For more information, visit http://www.bmc.com/it-solutions/remedy-smart-it.html.

BMC also today announced a new strategic initiative to put people at the heart of IT and enable faster, more successful digital transformation. Developed under this initiative, BMC Remedy with Smart IT introduces new capabilities that "bring IT to life" through intuitive social and collaboration tools that unite employees and IT, while fostering delivery of digital services that directly engage customers, partners and stakeholders.

Supporting Quotes:

"The IT team at Cornell is looking forward to leveraging the new ITSM experience that Remedy with Smart IT will offer," said Benoit McNicoll, collaboration services manager at Cornell University. "We believe this modern, easy-to-use interface will help IT staff across the university work more productively. Smart IT is promising for the institution, and we feel it gives us a new venue for IT services, as well as an added desire to leverage more features of Remedy."

"There is an major industry shift underway in relation to how individuals and companies interact, collaborate, and leverage IT resources & technology," said Robert Young, research manager, enterprise system management software and cloud & virtualization system software at IDC. "BMC MyIT already helps numerous organizations improve the way their business users interact with IT. Now, Remedy with Smart IT stands to improve how IT Service Desk personnel engage with the ITSM technology they use. Smart IT provides the IT community an intelligence that enables enhanced service delivery and response times so both sides of the service desk are satisfied."

About BMC

BMC delivers software solutions that help IT transform digital enterprises for the ultimate competitive business advantage. We have worked with thousands of leading companies to create and deliver powerful IT management services. From mainframe to cloud to mobile, we pair high-speed digital innovation with robust IT industrialization—allowing our customers to provide amazing user experiences with optimized IT performance, cost, compliance, and productivity. We believe that technology is the heart of every business, and that IT drives business to the digital age.

BMC – Bring IT to Life.

BMC, BMC Software, the BMC logo, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered or pending registration with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2014 BMC Software, Inc.


Contact Data

Contact

Sours: https://www.globenewswire.com/news-release/2014/10/07/671293/12778/en/BMC-Remedy-With-Smart-IT-Brings-Personalized-Intuitive-Experiences-to-the-Service-Desk.html
Remedy with Smart IT 1.5 - Log Simplification

Configure Smart IT for the Integration between BMC Remedy and BeyondTrustRemote Support

 

You must purchase this integration separately for both your Remote Support software and your BMC Remedy solution. For more information, contact BeyondTrust sales.

If your environment has Smart IT available, there are a few use cases that can be implemented within Smart IT.

Generate BeyondTrust Session Key

  1. Log in to Smart IT as an admin user (<protocol>://<mid-tier-server>:<port>/ux/smart-it/#/).
  2. Navigate to Configuration > Screen Configuration.

 

  1. In the Incident View section, select Add/Remove Actions.

 

  1. Create a new action with the following settings:
    • Action Type: Client-side URL
    • Supported Platforms: Desktop Web (UC)
    • URL/URI:
    • Open Behavior: New Browser Window
    • Default Label Text: Generate BeyondTrust Session Key
  2. Save the action.

 

Leverage Smart Recorder to Create Incidents

  1. Log in to the BeyondTrust /login interface as an admin user.
  2. Browse to Rep Console > Custom Links.
  3. Under Rep Console :: Custom Links, click Create New Custom Link.
  4. Create a link with the following settings:
    • Name: Create Incident via BMC Smart IT
    • URL:
  5. Click Add Custom Link to save the new link.
  1. Log in to the BeyondTrust /login interface as an admin user.
  2. Browse to Configuration > Options > Representative Console :: Custom Link.
  3. Set the URL to
  4. Click Save.
Sours: https://www.beyondtrust.com/docs/remote-support/how-to/integrations/bmc/configure-smartit.htm

It remedy smart

.

Remedy with Smart IT 1.5 - Incident Management streamlined

.

Similar news:

.



577 578 579 580 581