This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

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Overview of information displayed on a ticket in Smart IT

At a glance, a ticket provides you with the information that you need to understand the nature of the request, begin to diagnose it, and manage the ticket through its lifecycle.

The following tables describe the information that you find on tickets and helps you to understand how to use it.

Incidents, work orders, and service requests

Section
How you use it

Ticket header

Title

ID number

Priority

Status

Service Level Agreement progress bar

The Title provides a quick overview of the issue. The title can be helpful when trying to quickly find a specific ticket in the Console.

The ID number provides unique identification that you can use to reference a specific ticket when communicating with colleagues and to locate the ticket in searches and search results.

The value in the Priority field is calculated by the system based on the values provided in the Impact and Urgency fields when the ticket was created. The system uses the Priority field when tracking the progress of the ticket against the applicable Service Level Agreement. This information is presented in the progress bar used to track SLA milestones that you see beside the Status field. You can also use this value to help you prioritize your work by, for example, filtering your Master Ticket console to show high priority tickets at the top.

The Status value shows you where the ticket is in the request lifecycle. Examples of the status include: Assigned, In Progress, Closed, and so on.

The Service Level Agreement (SLA) progress bar shows you how close the ticket is to breaching the governing service level agreements. As time passes, the bar progresses from left to right, with the color of the bar changing from green to red as alert thresholds are approached. If there are multiple service level agreements in effect for this ticket, you see dots in the progress bar. If you hover over the dots, the system displays information about the type and the date of the deadline.

Contact

Affected customer(s)

Site

Contact information

This information identifies the person who is affected by or who requested the ticket . It helps you to understand their role in the company, where to find them, and how to contact them. The ticket can identify more than one person.

Note: This section is not found on task tickets.

Ticket details (varies by ticket type)

The Description provides more detailed information about the ticket that you can use either to diagnose the problem or to plan next steps.

For incidents and work orders, the Affected Service (and for incidents, Affected Asset) helps you to understand what aspect of the business is affected by the ticket.

This area also identifies the operational category and product category that are assigned to the ticket. For incidents, there is a check box associated with the Operational Category and Product Category fields that allows you to change the company that drives the choices in the category menus. If you change the company here, it does not change the company associated with the affected customer. Also for incidents, when the ticket status is Resolved, the Resolution and Product Resolution category fields are also displayed in this area. The categorization information is mostly used for reporting.

Notes: Within the system, the Operational and Product categorization information is organized around a three tier hierarchy, with Tier 1 being the most general category and Tier 3 being the most specific category. The information that is shown in the Categorization fields represents the Tier 3 category. For example, if the product categorization is: Tier 1, Hardware; Tier 2, Laptop; Tier 3 <ModelName>, the <ModelName> appears in the Product Category field.

If multiple CIs are associated with the ticket, the system displays in the Product Category field the CI that is identified as the Affected CI.

Assignment

Assignee

Manager

Group

This information identifies the support group and individual within the support group that is assigned to work on the ticket. Use this information to know who to contact if you need information about the ticket, or if you collaborating with the assignee.

Tasks

From this area, you can create and assign tasks related to the ticket, update the tasks, and track their progress.

Note: This section is not found on task tickets or service requests.

Related items

This area lists any other records that are associated with the ticket. These records can include other, similar tickets or knowledge articles that contain information that is relevant to understanding or resolving the ticket reported in the ticket.

Note: This section is not found on task tickets or service requests.

Activity

The information in this area provides a time-based account of events and notes associated with the ticket. You can use the information in this area to understand the history of the ticket, who has worked on it, what they have had to say about it, when it's status changed, and so on.

Resources

This area contains related knowledge articles, similar tickets, planned outages and other similar records that can be helpful to you when working on the ticket. This information is provided automatically by the system, which scans other records and so on, looking for potential matches. If you find a record that is relevant and link it to the current ticket, you will see a reference to it in the Related Items area.

Note: This section is not found on task tickets or service requests.

Fulfillment (service requests only)

This section lists out all of the fulfillment steps taken to complete this request, along with the status for each one. Any tickets generated from steps are shown inline. Click the ticket to display its details.

Change requests

Section How you use it

Ticket header

Title

ID number

Priority

Change Class

Status

Service Level Agreement progress bar

See the Incidents, work orders, and service requests table for information about the Title, ID number, Priority, Status, and Service Level Agreement (SLA) progress bar.

The Change Class (such as Normal, Standard, Emergency, and so on) is also displayed next to the Priority. See Creating and managing change requests using Smart IT .

Ticket details

See the Incidents, work orders, and service requests  table for information about the Description, Affected Service, Operational Category, and Product Category.

Change requests include additional information, such as the Requested For user, Change Location, and Impacted Areas.

Assignment

Change Coordinator

Change Manager

In Smart IT, the Change Coordinator is typically the person who created the change request. For information about these roles, see "Change coordinator role" and "Change Manager role" in Related topics.

Note: Smart IT does not support all of the functionality included with BMC IT Service Management that might be used by these roles. For example, Smart IT does not include the risk reports or Atrium Impact Simulator. For some activities, such as estimating costs, you can add custom fields in Smart IT. For more information, see Creating and managing change requests using Smart IT and Adding custom fields to your views using Smart IT.

Dates

Risk

Documents

Tasks

Configuration Items

Related items

For information about the information recorded in these sections, see Creating and managing change requests using Smart IT.

Related topics

Incident status reason definitions (BMC Service Desk documentation)

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