Getting familiar with the Updates feed
The Updates feed display events that occur in Smart IT for the tickets and resources that you follow. They are a record of updates made to tickets and resources, and events such as outages, broadcasts, and Service Level Agreements (SLAs). For example, you can view events such as status updates, comments, knowledge article updates, and relationship changes. You also get a feed when Smart IT users mention you in a comment by using the @ key.
You can follow tickets and resources given in this table:
|Tickets||Incident, work order, change request, problem investigation, known error, task, and service request|
|Resources||Asset and Knowledge article|
You also receive feeds of the Service Level Agreements (SLAs), broadcasts, and outages for the tickets and resources that you follow.
You can view and access the Updates feed on the Universal client (UC) desktop, Google Android and Apple iOS devices. On the Updates feed, you can select the title or ID of the ticket or resource to open and view details of the update. You can open the asset to see the scheduled outage.
You mostly work on multiple tickets, follow multiple tickets, articles, and assets, keep track of SLAs, there are broadcasts and outages that might impact your work. In such cases, Updates feed give you a quick view of the events that have happened to tickets, specially when other Smart IT users have done any updates.
Why do we get updates?
You receive updates feed of tickets and resources in the following scenarios:
- You follow tickets, knowledge articles, or assets. You must click the Follow icon on the ticket profile.
- You assign tickets and resources to self by using the Assign to me option, and thus follow them.
- You are the assignee of tickets, knowledge articles, or assets.
As an assignee, you automatically start following the assigned tickets and resources. You can click the Unfollow icon on the ticket profile to stop getting their updates although you continue to be the assignee.
- You are the owner of assets.
- You act on tickets or resources.
- If you are assignee of a ticket in BMC Remedy IT Service Management (BMC Remedy ITSM), you will continue to be its assignee in Smart IT.
In case of SLA breach alerts, broadcasts, and outages, you receive their updates in the following scenarios:
- SLA breaches happen to the tickets that you follow.
- There are outages related to the assets that you follow.
- There are broadcasts about your location, site, company, organization, and support group.
Service desk agents would be swamped with feeds about all the tickets that they create, and hence Smart IT does not add any feed in the Updates feed when you create tickets. When you create a ticket, if you do not change the assignment, based on the auto-assignment rules set in BMC Remedy ITSM, the system automatically sets the assignee for the ticket. In this case, a feed is not created in your (creator) Updates feed. But if you change the assignment when creating ticket, a feed is added to your Updates feed. Because you did some activity on the ticket, you become a follower of that ticket. The person who you assigned the ticket also gets an feed in his Updates feed.
When you create knowledge articles, you automatically become its follower, and get an update feed about the article you created.
Types of feeds
The system displays the following types of update feeds for the tickets and resources you follow:
|Types of feed||Events that trigger feeds|
|Approval Status Updates||Change requests and knowledge articles are approved, rejected, or kept on hold.|
|Asset Ownership Updates||Updates to the primary owner of asset.|
|Assignment Updates||Assignment updates for all types of tickets.|
|BCM Actions||BCM actions performed on asset, such as auditing and restart.|
|Broadcasts||Broadcasts that impact you. Feeds are added according to their start time.|
|Knowledge Article Updates||Updates such as flagged and unflagged articles.|
|Location Changes||Location updates made for assets.|
|Outages||Outages created for assets.|
|Priority Updates||Change in the priority of tickets and resources.|
|Private Notes||All the tickets and resources. Activity notes in which the Public checkbox is not selected.|
|Public Notes||All the tickets and resources. Activity notes in which the Public checkbox is selected.|
|Relationship Changes||People, asset, and ticket relationships created on assets.|
|SLA Alerts||SLA breaches of the tickets.|
|Status Updates||Change in the status of tickets and resources.|
|Task Updates||Task created by using template for tickets, such as incident, work order, change request, and activities.|
Layers of feeds
The feeds are placed according to the time they occur; the most recent feed is placed at the top. They are listed in the following order:
- Top—All open SLA breach alerts
- Middle—All open broadcasts, outages, and flagged knowledge article notifications
- Bottom—Other feeds such as comments, status changes, unflagged knowledge article notifications, restored outages, SLA breach alerts, and broadcasts
The top and the middle order of the feeds give you a quick view of the current status of the tickets that you follow, and helps you to quickly respond to the comment or alert. You might have to quickly act upon and unflag a flagged knowledge article.
If there are no feeds about SLA breach alerts, broadcasts, outages, and flagged knowledge article, other feeds are displayed at the top according to the time the event occurred.
Managing pinned feeds
Feeds about SLA breach alerts, broadcasts, and outages that have not reached their end date, and flagged knowledge articles are by default marked with a pin icon. The pinned feeds remain at the top and middle layer of the Updates feed until you unpin them, or specify their end date in BMC Remedy ITSM, or unflag the article. After viewing the pinned feed, you can select the pin icon to unpin them. If you do not unpin, the system automatically unpins them after they reach their end date, or after the article is unflagged. Once unpinned, the feeds are moved to the bottom layer according to the time they were added to the Updates feed.
Additional information about the unpin feature:
- The unpinning action is specific to each Smart IT user. For example, when you unpin an SLA breach alert, other Smart IT users will still see that SLA as a pinned feed in their Updates feed.
- You cannot pin an unpinned feed.
Scenarios when pinned feeds are dismissed without unpinning:
- Close the ticket that has the SLA breach alert.
- Restore the outage by specifying the current date as the end date of the outage.
- Unflag the flagged knowledge article.
Managing the Updates feed
When you receive multiple feeds, important feeds might remain below unread SLA breach alerts, outages, broadcasts and other comments. To see specific type of updates, you must specify filters in the Updates feed. You can access filters in the following way:
- UC users - Click the Filter icon on the Updates feed.
- Google Android users - Tap the Filter icon on the Updates screen.
- Apple iOS users - Tap the Filter option on the Updates screen.
You can search for feeds of a specific ticket or resource in the search box.