Welcome to Service Management Automation 2017.11 release!
There are multiple contents are provided in this release to meet your business needs.
1. Unloads for Service Management Automation Service Manager (SMA-SM) Mixed Mode – Please apply the unload files if you want to deploy the latest Service Portal and Smart Analytics capabilities in a container-based environment interacting with the on premise Service Manager. Depending on the version of Service Manager you have installed, please select one of the unload files and apply it to your Service Manager before installing and configuring Mixed Mode.
2. Integration
3. AWS deployment
Please get the Packer and Terraform scripts to start your AWS deployment!
4. Diagnostic tool
The diagnostic tool can help you to check SMA suite system information as well as suite service status including hardware information, network, service status and Kubernetes service status. You can run it before SMA suite installation to make sure all the prerequisites are met.
5. Service Portal Android APK for new features.
Suggested for you are based on app category, product compatibility, popularity, rating and newness. Some apps may not show based on entitlements. Learn more about entitlements.
The diagnostic tool can help you to check SMA suite system information as well as suite service status including hardware information, network, service status and Kubernetes service status. You can run it before SMA suite installation to make sure all the prerequisites are met.
Usage: ./system_check.sh -l|--logfile
Example: ./system_check.sh -l system-check.log
This toolset can help you import master data from an existing Classic SM system to SMA-SM NG. Please follow data on boarding steps described in the “Import master data” section under Administrate SMA-SM part from the doc portal here https://docs.software.hpe.com/wiki/display/ITSMA201711H/Use+the+data+onboarding+toolset+to+import+master+data
Skype integration with SMA-SM Chat. From SMA2017.11 release, the containerized Collaboration provides an embedded Skype plugin and a standalone Skype agent to integrate with Microsoft Skype for Business 2016 only. When you start a conversation in Collaboration, the Skype plugin that is embedded in the Openfire server monitors all the messages. If a participant does not log on to the Openfire server, the Skype plugin will use the participant’s email address as his/her Skype account and then send the message to the Skype server. If the user is available to chat, the Skype agent will launch a conversation with the right user, and then forward the message to him/her on Skype. The detailed installation instruction can be found in the help document in the section of “Install->-Install the suite (on-premise)->Install the suite in mixed mode (scenario 1)”
This is the mobile solution for Service Portal of Service Management Automation 2017.11. Below features are offered in this new release:
1. Search service or support offerings, knowledge articles and news
2. Browse the service or support offerings
3. Create new service or support request
4. Approve or deny requests
5. Accept or reject resolved requests
6. Smart Ticketing with support for photo/image attachment OCR processing
Sharepoint 2010 or 2013 Connector will enable SMA-X automatically accesses to all knowledge stored on the Sharepoint.
Service Management Automation Suite can be installed on AWS to support more flexible business requirements and further optimize your IT resources. Below scripts will enable you to create the AMI and provision infrastructure to install SMA on AWS. Please follow the detailed instructions under Install the suite on AWS from Install section. https://docs.software.hpe.com/wiki/display/ITSMA201711X/Install+the+suite+on+AWS
You may want to keep your existing implementation for some capabilities that were previously deployed in the classic manner while trying some new functions like containerized deployment. In this release, we will support mixed mode which enables you to use an external classic CMDB system and/or Service Manager system, together with containerized components (Chat, Service Portal, and Smart Analytics).
You will need apply below items that are required for mixed mode deployment:
1. Two unloads to enable APIs at SM side for suite integration. For detailed installation and configuration steps please follow descriptions from Install -> Install the suite (on-premises) -> Install the suite in mixed mode https://docs.software.hpe.com/wiki/pages/viewpage.action?pageId=13578214
CompatibleForNG_Plus_SM941_forSMA2017.11.unl (for SM9.41 only)
CompatibleForNG_SM941to952_forSMA2017.11.unl (for SM9.41 and above., apply CompatibleForNG_Plus_SM941_forSMA2017.11.unl first)
2. If you are using Service Manager 9.41, we recommend that you upgrade to SM9.41.p6HF2 in order to improve performance. Please find the SM9.41.p6HF2 installation files from CRyPT (https://patch-central.corp.hpecorp.net/crypt-web/protected/viewContent.do?patchId=SM9.41.6002_P6_HF2&product=crypt%3Aservice_manager%3A&hasProdBreadcrumb=true)
3. If you are using Solr as knowledge search engine, please apply Solr plugin propel-solr-plugin_forSMA2017.11.zip which will enable you to enjoy the new service portal capabilities on top of Solr search. Every user can search out the published KM documents according to the user entitlement configuration in Service Management. Please refer to "Install Solr plugin for Service Portal Search" for more details, and you can find it from Install -> Install the suite (on-premises) -> Install the suite in mixed mode 1 -> Install Solr plugin for Service Portal search
Please upgrade to one of the following broswers: Internet Explorer 11 (or greater) or the latest version of Chrome or Firefox
