Temple University

Remedy 9 with Smart IT mobile app

setup & usage guide for Android

Developed by TUCS - Client Services support staff from BMC Remedy Smart IT info

Any questions? Please send email to remedy@temple.edu

Remedy 9 with Smart IT mobile app setup & usage guide for Android

Page 2 Temple University Computer Services Revised: 3/8/2017

Preparing your Android mobile device for use of the Smart IT app:

1. On mobile device, access tusecurewireless Wi-Fi connection zones with your TU AccessNet login credentials (secure Temple Wi-Fi access with excellent-good signal strength always required whenever accessing & using tusmart web site & Smart IT mobile app for continual best performance!)

2. Download & install the approved Smart IT app for Temple University either for Android and/or iOS mobile platforms (following example here below is for Android)...

Open a web browser, and navigate to: tusmart.temple.edu/download (currently do not install

this app from the Google Play Store.) This will open up the web page as shown below. Tap on

Install Smart IT Android …

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See next page for continued info…

Remedy 9 with Smart IT mobile app setup & usage guide for Android

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If prompted, tap on Settings, and select to Allow Unknown Sources. Select Allow this

installation only if available…

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Next tap on the following screen locations: Install button… select to Open the app when it is

finished installing, and select to Accept the “Smart IT app open accept prompt”…

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Remedy 9 with Smart IT mobile app setup & usage guide for Android

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After installation, visit Settings and tap on Security. Select to Stop Allowing Unknown Sources if

available. Also currently ensure to uncheck the Auto-update setting for the just installed “BMC

Remedy with Smart IT” app too…

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Then configure app with connection host info (port info not required)... enter

tusmart.temple.edu ..., and tap Connect. Finally access the Remedy system by logging into the

Smart IT app through secure “TUgateway” with your TU AccessNet username & password…

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Remedy 9 with Smart IT mobile app setup & usage guide for Android

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3. Check this following helpful Smart IT app runtime & connection troubleshooting info:

If you experience app login authentication issues, do the following: close the app, disconnect & reconnect tusecurewireless Wi-Fi connection, and restart the app again with your login info. Also one may have to periodically clear the mobile system and/or app caches for best performance.

Efficiently & quickly navigating the Smart IT mobile app user interface to modify Remedy tickets:

1. After successful login, from the mobile app main menu of the top tool-bar (upper-left app screen area) make your desired task viewing selections…

Updates (view past incidents [tickets] that were recently updated) By default, the “Updates” view is the default view when opening the app At any time tapping on the main menu button, and then selecting Updates will bring you

back to that view…

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Remedy 9 with Smart IT mobile app setup & usage guide for Android

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Console (select available tickets in your queue, and perform following common use scenarios): How to update a ticket’s work & other info:

Select the ticket that you would like to add work info to…

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Next under the Activity tab, press Add a note. Enter the work detail info, and select whether or not you wish it to be publicly viewable or internal only. Then tap on the Checkmark icon (upper-right screen area) once to save for permanent update…

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Additionally one may also select ticket,… from top tool bar select Edit (upper-right screen area), make all desired changes within your selected sections, then tap on the Checkmark icon twice to save for permanent update

Remedy 9 with Smart IT mobile app setup & usage guide for Android

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How to assign a ticket to another consultant or support team: From Updates or Console view, open the ticket you wish to assign. Tap on the top-right

toolbar, and select Edit Scroll to the bottom of the ticket, and tap on the current assignee…

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Next search for the person or support group you wish to assign the ticket to using the provided menu, and tap on the circle next to their name

Then tap on the Checkmark icon twice to save for permanent update (new assignee)…

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Remedy 9 with Smart IT mobile app setup & usage guide for Android

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How to resolve a ticket, and then select your next ticket: From Updates or Console view, open the ticket you wish to assign. Tap on the top-right

toolbar, and select Edit Next select Status (displays the menu for changing the ticket status [example status

here will be Resolved]) Then tap on the Checkmark icon twice to save for permanent update…

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*NOTE: From previous page a Resolution Note is internal to Smart IT app, and Add a note is a permanent update to any ticket.

Also to select another ticket… go back to app’s main menu from top tool-bar, and make your task viewing selections… Updates, Console, or Smart Recorder (create new ticket)

To Search for a specific Ticket:

Search (view a specific ticket) Select Search from the main app menu, and enter the ticket as

follows, for example: %1085177. Include the wildcard % symbol in your search. Update the ticket

as instructed above.

Advanced: How to use Smart Recorder (using Remedy templates to quickly create a ticket)

**NOTE: If you are going to create tickets on your mobile device, please work with TUCS - Client Services to set up your most common tasks as templates.

How to create new ticket: Select Smart Recorder from the main app menu Select this example template “General Client Request” ticket with example search items

@username ! client, and then tap on the Checkmark icon once to go to next screen…

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***NOTE: Smart Recorder Keyword Search Symbols = @ (a person or asset), ! (a template.)

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Next select to edit example ticket (make all desired template changes... [Overview-Summary description, Operational & Resolution Categorizations info, etc.].., and select Status > [In Progress, Pending, Resolved items with added notes]) using the top tool-bar Checkmark icon (tapping twice to save for any permanent updates!)

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2. Finally when not needing to use the mobile app (save battery life, etc.), Log out via the Smart IT app main menu from top tool-bar & then disconnect your mobile device from tusecurewireless Wi-Fi.

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3. For additional help with the Smart IT mobile app for Android, contact TU Computer Services via email… remedy@temple.edu