Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Tickets that can be assigned to support staff in other companies

You can assign tickets to support staff in other companies, depending on the BMC Helix ITSM applications that you have.

Application

Type of ticket

BMC Helix ITSM: Asset Management

  • CI unavailability
  • Purchase requisitions

BMC Helix ITSM: Change Management

  • Change requests (You can assign the vendor as the change manager, change assignee, change implementer, or any combination)
  • Tasks (You can assign a task to the vendor without assigning the change request.)
  • Release requests
  • Activities

BMC Helix ITSM: Service Desk

  • Incident requests
  • Problem investigations (You can assign the vendor as the problem manager, problem assignee, or both.)
  • Tasks (You can assign a task to the vendor without assigning the incident request or problem investigation.)
  • Known errors
  • Solution entries

Working on tickets in a multi-tenant environment

When you assign tickets from other companies to support staff, they can see the tickets in the applicable consoles and can work on the tickets.

For CIs, when you create a "Supported by" or "Used by" relationship to a people organization, people who have access to the people organization company, can access that CI.

Example: Vendor company working on assigned incident request for an operating company 

In this example, Mary Frontline works at the Service Desk and has access to Calbro. Joe Customer, a customer at Calbro, calls and says that he cannot access his email in Microsoft Outlook. Mary cannot resolve the incident request and assigns it to William Wenda at Vendorco. When William Wenda opens the Incident Management Console, he sees Joe Customer's incident request assigned to him; William opens the incident request and works to resolve the issue.

Because William does not have access to Calbro, he has the following restrictions when working on Joe Customer's incident request (or any ticket from a company for which he does not have access):

  • He is limited in how he can reassign the ticket because he cannot see data for other companies. He can reassign the ticket within Vendorco by using any method. However, to reassign the ticket to someone at Calbro, he must use the Auto Assign quick action.
    The Auto Assign quick action can assign an incident to the appropriate support group, even if the user does not have access to the support group's company.
  • For foundation data, such as product categorization and incident templates, William can select only data that is for his company (Vendorco) or that is global.
  • William can access CIs only if his company (Vendorco) is specified as the company:
    • In the Company field
    • On the People tab, for "Used by" or "Supported by" relationships.


If Vendorco is configured as a support company for Calbro, William can create new tickets for Calbro customers. However, because Vendorco is not configured as a support company for ABC Corp, William cannot create new tickets for ABC Corp customers.

When William is assigned a task, he can access the task from the Overview Console. He can only see the parent change request, incident request, or problem investigation if the parent request or investigation is assigned to a support group that William is a member of.

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