This documentation supports the 19.02 version of Service Desk.

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

Using the Overview console

The information in this section is for people who fulfill one or more of the following support roles:

  • Problem coordinators
  • Service desk analysts
  • Specialists
  • Group coordinators
  • On-duty managers

This section provides the following information:

Use the Overview console if you must respond to, manage, or track individual or group work assignments from a variety of sources. For example, either you or the group you manage might receive work assignments from BMC Asset Management, BMC Incident Management, BMC Problem Management, and BMC Change Management. From the Overview console, you can quickly get information about all your work assignments and perform the procedures that you use most often.

The Overview console provides a view of work assigned across multiple applications. The implementation of the Overview console uses a BMC Remedy AR System ARDBC plug-in ARDBC plug-ins introduction to provide a consolidated view of all assigned work from data sources in multiple applications without using replication of data or complex SQL views that bypass APIs.The plug-in architecture is data driven. Configuration forms define how the plug-in is set, including which forms to query, which fields to map to the table field, and an ARDBC form that performs the query.

As you work with the forms and dialog boxes associated with this console, you might see a plus sign (+) included in a field label. You can type part of the information next to these fields and press ENTER. If an exact match is located, the program automatically completes the field. If a selection list appears, double-click the item you want to put in the field. Using auto-fill fields and lists is faster, more consistent, and more accurate than typing the information.

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