Opening a ticket by using the display ID
Starting with Smart IT version 19.11, you can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You must have the required permission to view a ticket.
For example, when you open an incident, the GUID of the incident is displayed in the URL:
In addition, instead of navigating through multiple screens of the Ticket Console, you can directly go to the ticket profile page of another ticket by replacing the GUID with /displayid/<Display ID of the ticket> in the URL:
Note
- You should not use any special character or % or wrong ticket type in the URL. In this case, either the dashboard is opened or you stay on the same page without any error message.
- After opening a ticket by using the display ID in the URL, if you click the back button to go back to the previous page, it does not work in certain browsers
Tips
- Search for tickets by filtering and sorting tickets in the Ticket Console. See Managing your work in Smart IT consoles.
- After you open ticket details in the universal client, click the Pencil icon associated with a group of fields to open those fields in edit mode, which allows you to update the field contents.
- Click the Print icon in the universal client to open a preview, and then print ticket details.
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Comments
In which release will this functionality be extended with other modules? Like Problem Management, Knowledge Management.
Hello Jan,
Thanks a lot for your comment.
I am communicating with our SMEs on this query. I will get back to you soon.
Regards,
Nilay Agambagis
Hello Jan,
As mentioned in this topic, this feature is only supported in the incident, change, work order, or task ticket. You can share your ideas in the BMC Communities so that our product team can take it up in future releases.
Regards, Nilay Agambagis
It actually works for Knowledge Management. I created https://community.bmc.com/s/idea/0873n000000PaL0AAK for the rest yesterday.
Thank you for creating the idea, Andreas.
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