This documentation supports the 22.1 version of BMC Helix ITSM: Service Desk.

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

Configuring decision trees

A decision tree takes the user step by step through a questionnaire. Based on the user's answers, the decision tree completes part of the form for a new incident request record by copying blocks of text into the record. Each element in the decision tree displays a list of items. The user's final selection completes part of the incident.

A decision tree is composed of main branches and branches. It might also include branch items. A main branch groups branches and branch items. Branches can group branch items. The main branches are the initial prompts or questions that the user sees. For example, a user might select "Is this a hardware issue?" Based on the reply, the decision tree displays this list: workstation, monitor, and printer issues. When the user selects from a branch, further branch items might be displayed. For example, if the user selects Printer Issues, the incident might be categorized, and the user can select further from this list: paper jam, low toner, and other printing issues.

Following is an example branching structure for a decision tree:

  • Is this a hardware issue? (Main branch)
  • Is this a workstation issue? (Branch 100)
    • Is the workstation unable to boot? (Branch item 101)
    • No power? (Branch item 102)
  • Is this a monitor issue (Branch 200)
    • Does the display flicker excessively? (Branch item 201)
    • No power? (Branch item 202)
    • Picture appears incorrectly? (Branch item 203)

To configure a decision tree

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Incident Management > Decision tree configurations > Decision Tree, and then click Open.
    The Decision Tree form opens in New mode to create a new decision tree. To modify an existing decision tree, select the appropriate decision tree.
  3. From the Company field list, select the appropriate company.
    If the decision tree applies to all companies, leave the default value of Global.
  4. In the Description field, enter a brief description.
    If a system has more than one decision tree, users select the appropriate decision tree by this description.
  5. If appropriate, select a locale.
  6. If the decision tree is not ready to be used, select a status of Proposed or Offline.
    When the decision tree is ready for use, change the status to Enabled.
  7. Click Save.
    You can create branches of the decision tree only after you save it.

  8. Create main branches of the decision tree by performing the following steps for each main branch.
    1. Click New Main Branch.
    2. In the Branch Text field, type the question.
    3. If there are multiple main branches, type or select the appropriate sort order in which the questions appear.
    4. Click Save.
  9. Create branch details to  specify the actions you take to complete the incident performing the following steps for each branch detail.

    1. Select the appropriate main branch, branch, or branch item.
    2. Click New Branch or New Branch Item.
      The Branch Update dialog box appears.
    3. Enter the question or prompt in the Branch Text field.
    4. Enter or select the appropriate sort order.


      If you leave gaps in the sort order, it is easier to insert branches later. For example, if you give three branches sort orders of 100, 200, and 300, you can later insert another branch at 150 without renumbering.

    5. Select the appropriate incident action type and specify any required details.

      Incident action type

      Details to specify

      Effect when the user selects the branch or branch detail


      No details.

      No action is performed.


      Select the incident template.

      The incident template form populates the incident form. For information about templates, see Configuring Incident Management templates Open link .


      Select the appropriate incident type, operational categorization, and product categorization.

      The incident form is populated with the values that you specify here.

      Summary / Notes

      Specify a summary description and perform one of the following actions:

      • Enter a detailed description.
      • Select Yes to prompt for input, and enter questions to prompt the user in the Detailed Description field.

      The description is copied to the Summary field of the incident form. Depending on the selection:

      • The detailed description are copied to the Notes field.
      • The user is prompted with questions, and the answers are copied to the Notes field.


      Select the appropriate script.

      The script prompts the user with questions to ask the customer. For more information, see Working with scripts.


      Select the appropriate solution entry and whether it resolves or relates to the incident.

      Sets the relationship between the incident and the solution entry.

      Known Error

      Select the appropriate known error and whether it resolves or relates to the incident.

      Sets the relationship between the incident and the known error.

    6. Click Save.
  10. Continue to add main branches, branches, and branch items as required.
  11. Click Save.
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