Managing and tracking work assignments
If you are a Problem coordinator, Service desk analyst, Specialist, Group coordinators, On-duty manager, or in any support role, use the Overview Console to manage and track individual or group assignments from a variety of sources.
For example, both you and the group you manage might receive work assignments from BMC Helix ITSM: Asset Management BMC Helix ITSM: Service Desk, and BMC Helix ITSM: Change Management. From the Overview Console, you can quickly get information about all your work assignments and perform the procedures that you use most often.
The Overview Console provides a view of work assigned across multiple applications. The implementation of the Overview Console uses a AR System ARDBC plug-in to provide a consolidated view of all assigned work from data sources in multiple applications without using replication of data or complex SQL views that bypass APIs. The plug-in architecture is data driven. Configuration forms define how the plug-in is set, including which forms to query, which fields to map to the table field, and an ARDBC form that performs the query. To learn more about ARDBC plug-in, see .
As you work with the forms and dialog boxes associated with this console, you might see a plus sign (+) included in a field label. You can type part of the information next to these fields and press Enter. If an exact match is located, the program automatically completes the field. If a selection list appears, double-click the item you want to put in the field. Using auto-fill fields and lists is faster, more consistent, and more accurate than typing the information.
Functional areas of the Overview Console
The following table lists the functional areas of the Overview Console and describes what you can do in each of the functional areas.
The Global search feature lets you search across multiple forms for records that match a key term.
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.
View Broadcast, or New Broadcast
Opens the broadcast dialog box, from where you can view, create, modify, and delete broadcasts
Use the links in this area to do the following actions:
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.
Opens the Service Context Summary view for the record selected in the console table. For more information about Service Context, see Viewing CI and service relationships in the Service Context.
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.
A specific prefix identifies each type of request:
Identifies change requests. To view and define change requests, Change Management must be installed.
Identifies release requests. To view and define release requests, Change Management must be installed.
Identifies solution database entries. To view and define solution entries, Service Desk must be installed.
Identifies incidents. To view and define incidents, Service Desk must be installed.
Identifies problems. To view and define problems, Service Desk must be installed.
Identifies known errors. To view and define known errors, Service Desk must be installed.
Identifies purchase requisitions. To view and define purchase requisitions, Asset Management must be installed.