This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Overview console functional areas

This section illustrates the functional areas of the Overview console and describes what you can do in each of the functional areas.

Functional area

Purpose

Overview Console header

Search

The Global search feature lets you search across multiple forms for records that match a key term.

Show/Company

This area contains the following fields: Show and Company. These fields combine to provide a way that you can filter the records in the console table.

The Show field provides a filter by which you can manage the contents of the Console List table. The choices are:

  • All — Shows all records

  • Submitted By Me — Shows all records submitted by you. 
  • Assigned To Me — Shows all records assigned to you.
  • Assigned To My Selected Groups — Asks you to select one of the groups to which you belong, and then displays the records assigned to that group.
  • Assigned To All My Groups — Displays the records assigned to or requested for all of the support groups to which you belong.
    The Company field restricts the criteria that you choose in the Show field for the selected company. This helps you manage the number of records returned by the Show field.

Refresh

Refreshes the data in the tables.

Important: Refresh does not appear in the Overview console when it is used in the IT Home page.

Navigation pane

View Broadcast, or New Broadcast

Opens the broadcast dialog box, from where you can view, create, modify, and delete broadcasts

When there are unread broadcast messages, this area displays a message: New Broadcasts, followed by the number of new messages. When there are new broadcast messages, the area also turns red.

Important: If you open the Overview console with no new broadcast messages, but the View Broadcast link is red, open the Application Preferences dialog box and make sure that a Console View preference has been selected.

Functions

Use the links in this area to do the following actions:

  • Select Status Values — See only those records in a certain state, which you specify from the Select Status Values dialog box. See Selecting status values.
  • My Profile — Set your profile.
  • Application Preferences — Set your program preferences and options. The preferences that you set for the Overview console are applicable only to the Overview console. You can set similar preferences from the application console of a specific application. For example, Change Management. However, those preferences are applicable only to that application console.

IT Home Page

Use this link to open the IT Home Page.

ROI Console

Use this link to open the Return on Investment (ROI) console.

CMDB

Use this link to open the BMC Atrium CMDB.

Console List panel

View

Displays a form containing detailed information about the selected record in the Console List table.
In a Hub and Spoke environment, when you click View, you open a record directly from the spoke server.

Create

Creates a new record.

Create for Company

On a hub server in a Hub and Spoke environment, creates a record after asking you to select a company from a list of operating companies. The record is created and submitted on the spoke server where the company is defined.

Print

Displays a report of the record contents that can be printed.

Service Context

Opens the Service Context Summary view for the record selected in the console table. For more information about Service Context, see Using BMC Atrium Service Context.

Important: The Service Context icon is only available on the Overview console when you open the Overview console from the Applications list.

Search for Ticket

Opens a dialog box from which you can select the type of ticket you are searching for. After you select the type of record from the menu, click the Select button to open a search form specific to the type of ticket you are searching for.

Important: To see activity records and CI unavailability records, you must search for those tickets, because these records are not displayed in the Console List table.

Preferences

Using Preferences, you can control the appearance of the Console List table. For example, you can add or remove a column.

Console List table

Lists the different types of requests. See Console List table.

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