This documentation supports the 23.3 version of BMC Helix ITSM.

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

Managing your work in BMC Helix ITSM console

BMC Helix ITSM provides the list view of the following consoles to help you manage your work:

  • Ticket Console
  • Knowledge Console
  • Asset Console

Your ability to view each console (and items in the console) depends upon the specific permissions you have been granted to fulfill your role in the organization. For example, you must have the minimum permissions required for a Change Agent to view change requests in the Ticket Console.

Pull down to refresh in the iOS, and Android application

You can use pull down to refresh for all the consoles of both iOS, and Android versions of BMC Helix ITSM application.

Each console displays a list of items (or records), such as tickets, knowledge articles, or assets. By filtering and sorting the list, you can locate items that match your criteria, such as open incidents assigned to your group. In the Ticket Console or Knowledge Console, you can perform a specific action on several items at the same time (bulk actions), such as changing the status or assignee.

To view details of a ticket, article, or asset, click or tap the item on the list. In the BMC Helix ITSM universal client, when you click an item in the Ticket, Asset or Knowledge console with the Shift key pressed, the details of that ticket, asset, or knowledge article is displayed on a new browser tab.

In the Ticket Console, the ticket priority is indicated by the following colors in the Priority column:

Ticket priorityColor in the Priority column
Critical Red 
HighOrange
MediumYellow
LowGreen


You can access the BMC Helix ITSM consoles from desktops (through web browsers) as well as Apple iOS and Google Android mobile devices (through applications and web browsers). You can access the Universal client by using any supported mobile or desktop web browser. 

The system administrator must provide the following information:

  • (Universal client) BMC Helix ITSM URL, for example, http://<hostName:port>/smartit/
  • (Mobile devices)
    • Mobile apps
    • Host name, which is the Fully Qualified Domain Name (FQDN)
    • Port number

To log in to BMC Helix ITSM for the first time from mobile devices

  1. Tap  on your device.
  2. Enter the host name and port number.
  3. Tap Connect.
  4. Enter your BMC Helix ITSM user name and password. 
  5. Tap Log In.
    The Updates feed screen is displayed.

You must log in to BMC Helix ITSM again in the following scenarios:

  • You log out of BMC Helix ITSM.
  • Due to network issues, BMC Helix ITSM application is disconnected. In this case, you must enter your host name and port number and then log in.

To log in to the universal client

  1. On a web browser, open the BMC Helix ITSM URL.
  2. Enter your BMC Helix ITSM user name and password.

  3. (Optional) To use BMC Helix ITSM with a screen reader, select Use Accessibility Mode. For more information, see Administering.
  4. Click Log In.
    The Dashboard window is displayed.


Important

BMC Helix ITSM does not support usernames with special character.

Data storage on mobile devices

BMC Helix ITSM on iOS and Android stores the application data, user credentials, and user preferences on persistence storage. The following table describes the information that is stored by iOS and Android:


Apple iOS

Google Android

Application data
  • Last viewed ticket details to support minimal offline viewing
  • Metadata such as localization and customization settings
  • Metadata used for localization and customization support. Android does not store or cache any data for offline support.
User credentials Credentials stored in the iOS keychain to enable the user to log after in the session timeout (non-SSO case)

Stores the host, port, and user name entered by the user. In case of SSO, the system persists cookies as well.

User preferencesIncludes data such as the last filter that was applied on the Ticket Console.
All data deleted when...
  • The user logs out of BMC Helix ITSM.
  • The BMC Helix ITSM application is deleted from the device.
  • The user logs out of BMC Helix ITSM.
  • The BMC Helix ITSM application is uninstalled from the device.


Note

You can access BMC Helix ITSMapplication from your Android mobile phone even if you don't have active Google Play service. Only Google Maps and Push notifications can't work without active Google Play service.

To release floating licenses to a license pool

A floating license is automatically released back to the pool of available licenses in the following conditions:

    • A user logs out of the client.
    • A user closes all the client sessions running on the system.
    • A user does not perform any action

For more information about the Releasing floating licenses to a license pool, see Releasing floating licenses to a license pool Open link in the Action Request System documentation.

To access the Workspaces list to launch BMC Helix ITSM Insights 

Users with appropriate permissions can access the Workspaces list in the BMC Helix ITSM menu bar. From this list, you can launch the Proactive problem management and Real-time incident correlation functionality provided by BMC Helix ITSM Insights.

For more information, see:

  • Proactive Problem Management Open link  (BMC Helix ITSM Insights documentation)
  • Incident correlation Open link (BMC Helix ITSM Insights documentation)

Users can access the Workspaces list in BMC Helix ITSM only when the following conditions are met:

  1. BMC Helix ITSM Insights is licensed.
  2. The innovation_suite.base.url parameter has been set.
  3. The user has the appropriate incident or problem permissions.

Where to go from here

 If you are...Refer to the following documentation:
a new user
  • Getting started—Overview of BMC Helix ITSM,  Key benefits of BMC Helix ITSM, similarities and differences with BMC Helix Digital Workplace
  • Release notes and notices—Enhancements in this release
  • Orientation—Specific tasks based on your role in the organization
a service desk agent, specialist, or manager

Navigating common interfaces—Basics of using BMC Helix ITSM, managing your work, creating tickets, creating knowledge articles

an administrator

Instructions for classic interfaces

To log in and access the BMC Helix ITSM applications

  1. Type the following URL into your browser:
    http://<webServer>:<port>/arsys/shared/login.jsp
    • <webServer>: Fully qualified name of the BMC Helix ITSM, specified in the format server_name.company.com.
    • <port>: (Optional) Port number (required if the web server is not on the default port)
  2. In the User Name and Password fields of the Welcome page, enter your user name and password.
  3. Click Login.
    The IT Home page opens by default, however, system administrators can use Configuring home page preferences Open link to open.

Application consoles

Use the information provided in this topic to understand the application consoles. BMC Helix ITSM: Asset Management, BMC Helix ITSM: Change Management, and BMC Helix ITSM: Service Desk each provide one or more consoles. The following table provides information about the consoles provided by each of these applications.

  • Navigating the ticket console (Incident management interface) Open link
  • Navigating the ticket console (Problem management interface) Open link
  • Accessing and navigating the asset console Open link
  • The Software Asset Management console Open link
  • Data Management consoles and windows


ApplicationConsole

BMC Helix ITSM: Asset Management

This application console provides the following consoles to perform asset management tasks.

  • Asset Management 
  • Contract Management 
  • Purchasing 
  • Software Asset Management (SAM) 
  • Receiving

BMC Helix ITSM: Change Management

This application has the following two consoles:

  • Change Management
  • Release Management

The Change Management console has two views: one focused on the support technician, and one on the manager. The Change Management console also provides the ability to change the support console to focus the work on tasks or change requests.

BMC Helix ITSM: Service Desk

Service Deskprovides an Incident Managementconsole and a Problem Managementconsole. Each of these consoles provides a single view that is intended for use by service desk analysts and managers.

Data ManagementData Management provides the Data Management Job Console.


Navigating consoles, forms, and modules

As a service desk agent, you can navigate around BMC Helix ITSM consoles, forms, and modules.

In most cases, when you open consoles, forms, and modules from the IT Home page, they open inside the IT Home page view. Similarly, if you open a form from a console, the form replaces the console in the view.

Important

If you are working in a hub and spoke environment and open a spoke server record from the hub server, the spoke server record opens in its own window. Each subsequent spoke server record that you open from a hub server also opens in its own window. You can open as many spoke server windows as necessary.

Be aware that opening a spoke server record on a hub server can take a little longer than it does to open records in environments that are not configured for the hub and spoke capability. This delay is because the hub server must first determine which spoke server to connect to and then open the record in separate browser window.

If you open a related record from a form, the related record opens in the view that was occupied by the form. For example, if you are working with a problem investigation (the parent record) and from the parent record you open a related incident request, the incident request replaces the parent record in the view. If you then open a change request from the incident request, the change request replaces the incident request in the view, and so on. To help you keep track of the records you are viewing and to help with navigation, there is a breadcrumb bar across the top of the view field.

Important

Not all of the consoles, forms, and modules open in the view area. For example, the AR System Approval Central module opens in a new window. When a console, module, or form opens in a window, it is not added to the breadcrumb bar.

How do the breadcrumb navigation buttons and bar work?

The breadcrumb bar contains links to the records that you opened from the parent record. When you open a record, the breadcrumb trail expands along the breadcrumb bar. If there are more than six links in the breadcrumb trail, arrows appear at one or both ends of the bar that let you scroll back and forward on the bar to see links not currently in the view.

The first link in the breadcrumb trail indicates the place from which you started. It can be a console or a form. For example, if you open a change request record directly from the IT Home page, the first link in the breadcrumb trail takes you to the change request.

The last link corresponds to the record currently in the view. If you open a link to the left of the record currently in view, the system truncates the breadcrumb trail to that link. The history is retained, however, so you can use the back and forward arrows in the navigation controls to move through the bar one record at a time. There is also a history of your most recently viewed records, which you can use to move directly to a record. Click the down arrow to open the history list.

Important

The Forward button is only visible after you move back along the breadcrumb bar by opening a link to a record that you previously viewed.

If you are viewing a record from the middle of the breadcrumb trail and then branch off to another parent-type record, the system removes the forward breadcrumb trail from the point where you branched off and starts a new history from there, using the new parent-type record as the starting point. For example: You open a problem investigation, and then open a related incident request, and from the incident request you open a related change request. If you go back to the incident request record and then open a second problem investigation, the breadcrumb bar no longer contains a link to the change request. The breadcrumb trail now shows the original problem investigation, the incident request, and the second problem investigation. It then shows any related records that you subsequently open from the second problem investigation.

When you close the parent record, the system removes the breadcrumb history.

What happens to data as I move back and forth on the breadcrumb trail?

If you are entering information into a record and open another record from the breadcrumb trail, the system prompts you to save the work, if you have not done so. If you do not save the information, the system does not preserve it on the record and you must re-enter it later.

If someone updates and saves a record on your breadcrumb trail that is not currently in the view, those changes are visible to you when you open the record again.

How does the breadcrumb trail behave with forms in Search mode?

If you run a search from a form that is in Search mode, the last entry in the breadcrumb trail is the name of the form.

When you open a record from the search results table, that record does not appear in the breadcrumb trail. However, if you drill down through that record to open other related records, those related records will appear in the breadcrumb trail.

To return to the originating record, use the history list.

Important

All of the records that you open from a form in Search mode are added to the history list.

To return to the results table, click the name of the form in the breadcrumb trail.

Can I force a second window to open?

If you press the Shift key and then double-click a record entry in any table, the record opens in a second window. Also, if you hold the Shift key and click a link, button, and so on, the form or dialog box associated with the link or button opens in another window.

Important

If there is a record in the history list that you want to open in a second window, press the Shift key and then double-click that record.

If you are working in a new record that has not yet been saved and you open a new child type record (task, activity, CI, and so on), the system will open a new window automatically to accommodate the new child record. This safeguard prevents the information in the new, unsaved parent record from being lost.

Which consoles, forms, and modules open in a new window?

Not all of the consoles, forms, and modules open in the IT Home page's view. The consoles, forms, and modules in the following list open in a new window. If you open one of these from the IT Home page, any unsaved changes to the IT Home page are lost.

Important

Before you open any of the following consoles, forms, or modules, save the changes to the IT Home page that you want to keep.

  • AR System Administration 
  • Administration Console
  • Service Level Management 
  • Analytics 
  • Service Management Process Model

User interface standards for field labels

On BMC Helix ITSM forms, field labels provide data entry hints. The following table lists the significance of field label formats and special characters.

Field-label format

Significance for data entry

Bold label

Field is required to submit and update the form.

Important: If you leave the field blank, when you attempt to submit the form, the field is highlighted with a red border.

Field label not bold

Field is optional.

Label followed by an asterisk (*)Field is Section 508 compliant. For more information about Section 508 requirements, see https://www.section508.gov.

Italicized label

System-generated value for this field. Typically this field is read-only for the user.

Label followed by a plus sign +

Additional functionality is associated with this field. Typically, you access this functionality by pressing Enter. For example, you might press Enter in a field to access a search dialog box or to perform a search based on the value typed into the field.
If a field label followed by a plus sign is also bold, the field is required. Otherwise, the field is optional.

For examples of field-label formatting in Incident Management, see the following figure:

Requester Console

For organizations that do not install BMC Service Request Management, the Requester Console is an interface for users to create and view their requests. From the Requester Console, users can create a request that is submitted to BMC Helix ITSM: Change Management or BMC Helix ITSM: Service Desk. Depending on how the application is configured, the console might display incident requests and change requests entered on the user's behalf by support staff, in addition to the requests that the user created. Users can also view requests and respond to a survey after the request has been resolved. 

Requester Console users are typically employees who need assistance from the IT support staff to implement a change or resolve an incident. However, the user might not be an employee. Non-employees can also be users because non-registered users can also submit service requests.

Traditionally, after a user made a telephone call to a central help desk, a support staff member logged the request. BMC Incident Management and BMC Change Management provide user self-provisioning. Using the Requester Console, users can submit, track, and (in some cases) resolve their own requests. BMC Helix ITSM: Change Management and BMC Helix ITSM: Service Desk are preconfigured to work with the Requester Console. However, an organization can decide to make the Requester Console unavailable.

Important

BMC Service Request Management, when it is installed, replaces the Requester Console. For more information, see BMC Service Request Management Open link .

The following figure illustrates the key areas on the Requester Console.


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