How PWA screens are viewed from Smart IT
End users can open the following PWA screens from Smart IT :
- Incident
- Work Order
- Problem Investigation
- Task
- Known Error
- Asset
- People
- Broadcast
- Change
The following video shows some of the PWA screens in Smart IT
You can enable opening of these PWA screens from Smart IT by using the cross-launch settings configured in the Centralized Configuration. The following diagram illustrates how PWA screens are viewed from Smart IT :
When a screen is available in PWA, Mid Tier screens are displayed from Smart IT as described in the following steps, which illustrate the example of when a Smart IT user views an incident ticket.
The Incident screen is available as PWA, so Mid Tier is cross-launched from Smart IT so that the incident ticket can be viewed as PWA.
- The Incident screen is available as PWA, so the user is redirected to Mid Tier . The user views the incident and gets the incident details such as tasks and notes.
- Mid Tier sends the final response to the Smart IT user.
The following list shows the information flow when a Smart IT user accesses a screen that is available only in Smart IT :
A. The request to view a screen is sent to the Smart IT server because the interface is not available as PWA.
B. An authentication REST API call is sent to the Smart IT server.
C. A user is logged in to BMC Helix ITSM.
D. BMC Helix ITSM displays the information to the user.
Important
- Smart IT with PWA enabled is not supported on Internet Explorer (IE).
- Browser navigation buttons and browser history might not work as expected when you open Mid Tier screens from Smart IT.
- You should not simultaneously view Mid Tier and progressive view enabled Smart IT screens through the same browser as it might cause issues with permissions.
