This documentation supports the 21.3 version of BMC Helix ITSM.

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

Work information entries

When you submit or modify a ticket, you can create work information entries by placing values in the work information fields. For a list of the work information fields required to do this using an external application integration, see Optional input field values in  HPD_IncidentInterface_Create_WS Open link  and input fields in  HelpDesk_Modify_Service Open link .


  • You cannot add work information entries for the BMC Helix ITSM: Asset Management application.
  • Adding or modifying the work information of a ticket or a work order does not update the last modified date of a ticket or a work order for the following applications:

    • BMC Helix ITSM: Change Management
    • BMC Helix ITSM: Service Desk: Incident Management
    • BMC Service Request Management
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