This documentation supports the 19.02 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Selecting the application preferences

The application preferences let you control some of the ways that you interact with BMC Service Desk. For example, you can choose to have the Incident Management console open automatically every time that you log in to the application.

You can also use the application preferences to:

  • Set console defaults
  • Determine the action that occurs after you save an Incident Request or a Problem Investigation
  • Automatically use decision trees, if available, whenever you record a new incident (Incident Management only)

To set your preferences

  1. From the Navigation pane of the Incident Management and the Problem Management consoles, choose Functions > Application Preferences.

    Note

    To set the application preferences for a component, you must open the Application Preferences form from that component's console. For example, to set the Problem Management application preferences, open the application preferences form from the Problem Management console.

  2. Update the Application Preferences form as appropriate.
    The following table describes the settings available on the form.
    Application preference settings

    Setting

    Description

    Preferences for

    This is a read-only field that identifies the user.

    Default Home Page

    Select the console that you want to appear as your home page when you log into the BMC Remedy Action Request System (BMC Remedy AR System) server. For example, if you want the Incident Management console to appear, select Incident Management Console.

    Company

    Select the company that you want to appear by default in the Company field, which is found under the More Filters feature on the application's console.

    Show

    The default console view, with the search criteria, controls which incident requests appear in the Assigned Work area. You can temporarily change this setting from the Navigation pane of the console. The following list shows you the available selections:

    • Submitted by me — Displays all incident requests and problem investigations that you submitted
    • Assigned to Me — Displays incident requests or problem investigations assigned to you
    • Assigned to my Selected Groups — Prompts you to first select a support group to which you belong, then displays incident requests or problem investigations assigned to that group
    • Assigned to All My Groups — Displays incident requests or problem investigations assigned to all your support groups. You can choose to display all work, or work that are not yet assigned to an individual.

    Confirm on Submit

    Choose whether to display a confirmation message when you submit a new problem investigation record.

    Console Page

    Data Set Name

    When multiple data sets exist, such as production and training data sets, select the appropriate data set.

    Role

    Filter the application table by assignment role using one of the following selections (this filter works in conjunction with the other filters available for the table):

    Note: The selections are different for Incident Management and Problem Management.

    • Incident Management:
      • Assignee — Show only incident requests for which you or your group is the assignee.
      • Owner — Show only incident requests for which you or your group is the owner.
      • All — Show records for which you or your group is the Assignee, the Owner, or both.
    • Problem Management:
      • Problem Coordinator — Show only records for which you or your group is the Problem Coordinator.
      • Assignee — Show only records for which you or your group is the assignee.
      • All — Show records for which you or your group is the Assignee or the Problem Coordinator or both.

    Overview Console

    Incident Management

    • Show Incidents — Show incident requests in the Overview console.
    • Incident Status — Choose which incident requests appear on the console according to their status.
    • SLM Status — Choose which incident requests appear on the console according to their service target status. This is available only if BMC Service Level Management is installed (works in conjunction with the Incident Status selection).
    • Role — Choose which incident requests appear on the console according to the incident management assignment roles of Assignee or Owner.

      Note: The Role field is not visible on the Overview console. You can select an incident management assignment role for the Overview console only from Application Preferences.

    Problem Management

    • Show Problem — Show problem investigations in the Overview console.
    • Show Known Error — Choose to show known errors in the Overview console.
    • Show Solution — Choose to show solution in the Overview console.
    • Problem Status — Choose which problem investigations appear on the console according to their status.
    • Known Error Status — Choose which known errors appear on the console according to their status.
    • Solution Status — Choose which solutions appear on the console according to their status.
    • Role — Choose which problem investigations appear on the console according to the problem management assignment roles of Assignee or Problem Coordinator.

      Note: The Role field is not visible on the Overview console. You can select a problem management assignment role for the Overview console only from Application Preferences.

    Form

    After New Save

    This setting controls the action after you click Save. The following list shows the available selections:

    • New request after submit — Closes the newly created record, then opens a blank form in New mode, ready for you to create a new record
    • Modify request after submit — Saves the new record, but leaves it open so that you can continue to work with it and add or change information

    Enable Auto-Decision Tree (Incident Management only)

    If you select Yes from this list and a decision tree is set up, you are prompted by the decision tree when you record a new incident. For more information about decision trees, see Using the Incident Management decision tree.

  3. Click Save.
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