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Scenarios for creating tickets using Smart IT

Using BMC Remedy with Smart IT, you can create tickets to help record and track requests that are created through your help desk. As you work with the ticket, Smart IT suggests related tickets and knowledge articles related to other, similar tickets that can help you to quickly resolve the current issue. The social component of ticket tracking also lets you work in real time with colleagues and people who are affected by the ticket to diagnose and resolve them.

After you create an ticket, you can also use Smart IT to keep the ticket information up-to-date by either changing the information that it contains or by adding new details about the work done or the resolution. Updating tickets has information about changing and adding information in an existing ticket.

The following information is provided in this topic:

Use Smart Recorder for creating tickets (recommended, all clients)

Using the Smart Recorder is the recommended approach for creating tickets for everyone in your organization.

Smart Recorder uses a free form text entry field to help you focus on what the customer is saying, instead of filling out out fields in a structured form. This way of creating a ticket helps you to capture information in real time, directly from the customer and in their own words. Smart Recorder helps you to create tickets of all kinds more quickly and with greater accuracy. 

Integration with phone systems

Starting with version 1.1, Smart Recorder supports computer telephony integration (CTI). If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.

When you start Smart Recorder from the phone system, Smart Recorder opens with the customer name already loaded. Depending on how the integration is configured, the phone system can also provide Smart Recorder with contact and description details.

Click here for information about integrating Smart IT with phone systems.

Scenario — Creating a ticket from the Create New menu (universal client only)

Using Smart IT, you can also create tickets from the Create New menu, as illustrated in the following scenario for creating an incident request. The Create New menu uses a more traditional, form based way to create tickets.

Using the Create New menu, you can create the following tickets and events:

  • incident request
  • work order
  • change request
  • broadcast

In this scenario, Francie Stafford, the second level service desk agent creates an incident ticket in the universal client. Francie does not often create incident tickets and is not comfortable using the Smart Recorder, even though it is a faster and more accurate way to create tickets. Instead, she chooses the Incident option from the Create New menu, and uses the more traditional forms base approach to creating incident requests.

  1. Francie receives an escalation related to a request for help with a complex configuration issue for Greg Jones, who is the Director of H.R.  
  2. Francie opens the relevant incident ticket in the universal client and notices that although the ticket is for a problem with Greg's machine, Marilee Weegou, who is Greg's executive assistant, is listed as the contact person.
  3. Francie calls Marilee to gather some information about Greg's computer and while they are talking, Marilee mentions that Greg encountered the Blue Screen of Death earlier in the day, when he tried to restart his laptop. 
  4. Francie offers to create an incident ticket about the Blue Screen of Death problem so that someone can follow up on the issue. 
  5. To capture the details of the issue, Francie opens Smart IT and clicks Create New, and then selects Incident.
  6. Francie starts recording the ticket information outlined by the fields on the form. She is sure to record Greg's name as the affected customer and clicks Add Person so she can add Marilee as a second contact person. 
  7. Francie looks for a template by typing Computer reboot in the Template field, but the auto complete feature does not find a match for this phrase. Next, Francie clicks Browse All Templates to open the template browser. The Template Browser shows a list of the most recently used templates, however, Francie still does not see a match. Next, in the Template Browser, under Select a category to browse, she clicks the drop down list to see a high-level list of template categories. Francie selects Software and then clicks the middle drop down list to select from the next tier of template categories where she selects Operating Systems. From the third drop down list, she selects Blue Screen of Death upon restart, which she highlights and then clicks Save
  8. The selected template auto-fills a number of fields on the screen, such as: Incident Title, Impact, Priority, Incident Status, Operational Categorization, Product Categorization, and so on.

    Notes

    The fields that are auto-filled by a template depend on how the template is defined. All templates do not necessarily auto-fill the same fields.

    You can change the selected template at any time. If you do, the auto-filled fields are overridden with values specified by the new template. If Francie did not find an appropriate template, she could click Cancel in the Select Template panel and then manually type information into the remaining fields. She would then continue to work through the incident ticket as described in this scenario.

  9. Francie moves on to the Affected Business Services field and starts to type Infra (because the business service type is Infrastructure Operations). As the system detects what she is typing, she sees a list of possible matches from the business services already in the system. Francies clicks Infrastructure Operations in the list of suggestions and moves on to the Affected Asset field. Again, as Francie starts to type the model of laptop affected by the incident, the system suggests a list of matches from which Francie makes a selection.
  10. Because Greg's laptop is an asset that actually belongs to another company within the multi-tenant environment, Francie selects Use a different company to select categories. From the Company drop down list, Francie selects the company that owns Greg's laptop. Because Francie changed the company used to select the categories, the system cleared the Operational Category and Product Category fields, so Francie must select new operational and the product categories. She clicks inside the Operational Category field and presses Enter. She then selects the correct categorization from of the list generated by Smart IT. Francie then clicks inside the Product Category field and selects a new product category the same way.

    Note

    When you change the company as Francie did in this step, the change affects only the company that is used for Operational and Product categorizations, it does not change the Affected Company, which is tied to Greg's People record.

  11. Francie leaves the Assignee selection at the default setting: Will be auto-assigned so that the ticket is assigned to the correct group, based on the configured assignment rules. Alternatively, if Francie knew which support group was best suited to resolve the incident, she could have unselected the Auto-assign check box and manually selected the support group. 

  12. Francie then adds notes to the incident request in the Incident Description field.

  13. Francie clicks Save Ticket and the system creates the ticket, routing the incident request to the support group for assignment.

Notes

  • If you are creating an incident request and want to add a screen capture or another file type to the notes you are taking, click Add File and follow the onscreen instructions.
  • If you are aware of an existing ticket or some other entity that can help with the diagnosis and resolution of the ticket that you are currently working on, you can create a link to that other ticket.
  • Depending on the needs of your organization, you might need to fill out other fields that are not immediately visible in the UI when you open it. If you click Set other optional fields, the system exposes those fields to view.

Relating the current ticket to other tickets

Information on other tickets or entities can help you to diagnose the ticket you are currently working on. You might also know of other existing tickets that in some way are related to the ticket that you are working on. Perhaps the ticket you are working was caused by another incident, or the incident that you are working on has caused another incident. When these types of relationships exist, you can create links among tickets so that others who are working with you to resolve the issue are aware of the broader context in which they are working, or can view information that can be helpful to them.

To relate a ticket to other tickets
  1. Open the Related Items tab.

    Note

    If you are creating a new ticket, you must click Save Ticket to see the Related Items tab.

  2. Click the +Related Item link. 
  3. From the Item Type menu in the panel that slides into view, select the type of record that you want to link to.
  4. In the Search field, enter information that will help to identify the specific record you want to link to. For example, type the ticket ID number or the ticket title.
  5. Press or tap Enter.
  6. Select the record that you want to link to from the list returned by the search.
  7. Click Save.
    A reference to the linked record is added to the Related Items tab.

How administrators enable this scenario

The system administrators need to ensure that Incident Management templates are configured, and that the assignment rules are configured.

A few words about templates

Whenever possible, make sure you use a template to create the ticket, as suggested by the preceding use case. By using a  template to create tickets, the help desk analyst can gather information relevant to the ticket quickly, accurately, and completely. With the necessary information collected quickly, the help desk analyst can then move on to the job of resolving the issue within the time limits imposed by the service level agreement. If an appropriate template is not available, however, you can still create the ticket as otherwise described in the following use case.

Capturing ticket information accurately ensures that the help desk analyst can match the current record with previous, similar records to help resolve the ticket. By capturing all of the details for each ticket, you can later perform more meaningful reporting and analysis of help desk activity.

When using a standard template to create a ticket, the layout of the UI lets you concentrate first on gathering relevant information about the customer and the nature of the request. By identifying the key issues up front, the system itself can begin to proactively suggest ways to solve the issue.

Note

The template is a work aid that helps you to create common ticket types by automatically filling many of the ticket fields with standard information. While working with the ticket, however, you can change the information that was provided by the template. When you change the information, the system saves the information to the ticket when you click Save. Any information that you change on the ticket that was provided by the template does not change the template.

Related topics

Working with incident tickets

Scenario for dynamically creating incident tickets with Smart Recorder 

Using a knowledge article to resolve incidents

Viewing and updating tickets using Smart IT

Configuring templates

Creating assignments

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Leonard Warren

    There is nothing here to reference using SRM but SRM can be installed and used by SmartIT  So my question on SRM is - Do I need to have On Behalf of set up for the Service Tech to generate a request for someone using SRM Template?

    Dec 17, 2014 12:56
    1. Leonard Warren

      Just saw the process on the next link  However, this title is confusing and should be changed to read something like - Submitting Incident Related tickets - as I took it to submit any type of request

      Dec 17, 2014 01:01
      1. Bruce Cane

        Hi Warren,

        Just want to make sure that I understand your first two comments here. From the second comment, it sounds like you found the answer to your question in the first comment. Is that correct?

        Specifically, which title do you find confusing?

        Thanks for clarifying.

         

        Dec 18, 2014 10:05
        1. Leonard Warren

          Bruce

          The title on this page states creating tickets using Smart IT and then there is a second section on using Smart IT to generate Service Request tickets  So this one should be retitled to reference Incident and Task tickets not just to keep it as a generic title

           

          Yes the second section does answer my SRM question

          Dec 19, 2014 06:01
          1. Bruce Cane

            Hi Warren, that section isn't really about creating service request tickets, per se, it's about using the Create New menu to generate a ticket. The section uses an incident request ticket as an example.

            I'll make that more clear in the introduction to the section.

            Thanks.

            Dec 22, 2014 11:06
  2. Leonard Warren

    Are these templates referenced coming from Incident and SRD Templates or something else - cannot tell from this page?  Also, are these templates restricted to the Support Groups associated with the Templates or are they able to be set up globally?

    Dec 17, 2014 12:57
    1. Bruce Cane

      Hi Warren,

      The Incident templates that Smart IT uses are the templates that you set up and configure for BMC Service Desk: Incident Management, as described here: https://docs.bmc.com/docs/display/public/itsm81/Creating+templates . 

      I'll follow up on your question about Support Groups, but first, can you clarify, are you talking about newly created templates, ie, must you assign a new template to a support group or can they be accessed globally? OR, existing templates, ie, can any support group use an existing template or is template use restricted to the support group associated with the template?

       

       

      Dec 18, 2014 10:29
      1. Leonard Warren

        When you generate an Incident Template, there is the Authoring Group setting that requires the Support Groups to have permissions to these templates  Thus, the concern is if I am to have SmartIT search for templates and it picks up one that my Support Group DOES NOT have permissions under this Authoring Group setting, then will I see those templates or not? If I do see those templates, will I get an error that indicates that I cannot use it due to permissions?  Basically, what is SmartIT searching on within the templates - by what is typed into the description of what the customer is calling about and not considering permissions?

         

        Dec 19, 2014 06:04
      1. Leonard Warren

        One of the problems I have with Incident Templates is that I cannot select - Global - company for the Authoring Group so I cannot use a Custom Template as a Global Service Request option as it is restricted to the Support Company listed on that field  Thus, my question is related to SmartIT picking up Incident Templates that is set for a support company called "IT Smarts Company" and no other Support Groups listed; however, a) I do not have permissions to IT Smarts Company data and b) I do not have access as a Support Group to see this template from the HPD:Help Desk form  So will I see this template in SmartIT when the end user calls and the issue is related to this template?

        Dec 19, 2014 06:07
        1. Bruce Cane

          Hi Warren, thanks for the clarification. I'll forward your questions on to someone who knows a bit more about templates than I do.

          Dec 22, 2014 11:58
        1. Bruce Cane

          Hi Leondard, I have some information from the development team about the way that Smart IT searches for templates. I hope this helps. Let me know if you still have questions:

          "Smart IT has expanded [how it searches for templates, [no longer limiting the search ] to the Support Groups.

          Instead, Smart IT searches [for] templates based on the Customer Company, Global Company, and Service Provider company of the service desk agent. That [company] is matched against the company of the Authoring Support Groups specified against the Template."

          Jan 08, 2015 10:55