This documentation supports the 18.05 version of Remedy with Smart IT.

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

Overview of information displayed on a ticket in Smart IT

At a glance, a ticket provides you with the information that you need to understand the nature of the request, begin to diagnose it, and manage the ticket through its lifecycle.

The following tables describe the information that you find on tickets and helps you to understand how to use it. To know how to configure screens in Smart IT, see Configuring screens.

Incidents, work orders, and service requests

Section
How you use it

Ticket header

Title

ID number

Impact

Urgency

Status

Status Reason

Resolution Note

Service Level Agreement progress bar


The Title provides a quick overview of the issue. The title is helpful when you are trying to quickly find a specific ticket in the Console.

The ID number provides unique identification that you can use to reference a specific ticket when communicating with colleagues and to locate the ticket in searches and search results.

The value in the Impact and Priority fields are calculated by the system based on the values provided in the Impact and Priority fields when the ticket was created. The system uses the Priority field when tracking the progress of the ticket against the applicable Service Level Agreement. This information is presented in the progress bar used to track SLA milestones that you see beside the Status field. You can also use this value to help you prioritize your work by, for example, filtering your Master Ticket console to show high priority tickets at the top.

The Status value shows you where the ticket is in the request lifecycle. Examples of the status include: Assigned, In Progress, Closed, and so on.

While changing the status, you need to put the Status Reason and Resolution Note. The Status Reason and Resolution Note are displayed in the ticket header after saving the ticket.

The Service Level Agreement (SLA) progress bar shows you how close the ticket is to breaching the governing service level agreements. As time passes, the bar progresses from left to right, with the color of the bar changing from green to red as alert thresholds are approached. If there are multiple service level agreements in effect for this ticket, you see dots in the progress bar. If you hover over the dots, the system displays information about the type and the date of the deadline.


Contact

Affected customer(s)

Site

Contact information

This information identifies the person who is affected by or who requested the ticket . It helps you to understand their role in the company, where to find them, and how to contact them. The ticket can identify more than one person.

Note: This section is not found on task tickets.

Ticket details (varies by ticket type)

Description

Affected Service

Operational Category

Product Category

Attachment

The Description provides more detailed information about the ticket that you can use to either diagnose the problem or plan next steps.

For incidents and work orders, the Affected Service (and for incidents, Affected Asset) helps you to understand what aspect of the business is affected by the ticket.

This area also identifies the operational category and product category that are assigned to the ticket. For incidents and work orders, there is a check box associated with the Operational Category and Product Category fields that allows you to change the company that drives the choices in the category menus. If you change the company here, it does not change the company associated with the affected customer. Also for incidents, the Resolution Category and the Resolution Product Category fields display the categorization information, which are mostly used for reporting.

Notes: Within the system, the Operational and Product categorization information is organized around a three tier hierarchy, with Tier 1 being the most general category and Tier 3 being the most specific category. The information that is shown in the Categorization fields represents the Tier 3 category. For example, if the product categorization is: Tier 1, Hardware; Tier 2, Laptop; Tier 3 <modelName>, the <modelName> appears in the Product Category field.

If multiple CIs are associated with the ticket, the system displays the affected CI in the Product Category field.

When using Smart IT on mobile devices, you can attach files from the following locations:

  • Files stored on the local devices
  • Files stored on cloud storage such as, Google Drive, Dropbox, OneDrive, and Box.

On iOS devices, the Add Attachment option, and on Android devices, the From files and Dropbox options enables you to attach files that are on cloud storage when you create or edit change requests, and when you add a comment.

The administrator can configure the attachment criteria and the supported file extensions in BMC Remedy ITSM, on the Attachment Security tab of the Server Information form.

Assignment

Assignee

Manager

Group

Assign to me

This information identifies the support group and individual within the support group that is assigned to work on the ticket. Use this information to know who to contact if you need information about the ticket, or if you collaborating with the assignee.

Assign to me

Use the Assign to me link to quickly assign a ticket to yourself when you create or edit an incident, a work order, a task, a problem investigation, a known error, a change request, or a knowledge article.
To access the Assign to me link, you must have the permission to assign a ticket to self, and is based on the association between users and their support groups in the CTM:People form. For more information about permissions, see Smart IT permissions.

  • If you are part of only one support group, when you click the Assign to me link, the ticket is assigned to you without opening the Update Assignment pane.
  • If you are part of multiple support groups, when you click the Assign to me link, the Update Assignment pane is displayed in the ticket profile. In the Update Assignment pane, by default the Assign to me check box is selected, and your name is specified in the Search box. The system searches for support groups that you belong to across all support companies, support organizations, and support groups, which you can refine based on those criteria. You must select one of the search result and save the selection.
  • If you and the current assignee of the ticket belong to the same support group, even if you belong to multiple support groups, the ticket is directly assigned to you without opening the Update Assignment pane.
  • Some ticket types, such as change request and problem investigation, support multiple functional roles such as, Change Coordinator, Change Manager, Problem Coordinator, and Assignee. If you perform the functional role specified in the ticket type and belong to the support group, you can assign the ticket to yourself. For example, you are a change coordinator for three support groups. On the change request profile, when you click Assign to me as a change coordinator in the Update Assignment pane, you must select one support group out of the three support groups.

Additional considerations

  • When you edit a ticket profile, if you are not part of the support group to which the ticket is assigned, you cannot assign tickets to yourself because the Edit option in the Assignment section is not available.
  • When you create a ticket, even if you are not part of the support group with the specific functional role, the Assign to me link is available. In such cases, you can assign the ticket to a member of a suitable support group. To do so, click the Assign to me link in the ticket profile, and clear the Assign to me check box on the Update Assignment pane. You can now assign the ticket to a specific person, or you can auto assign it to a support group that is best fit to resolve the ticket.
  • On the Update Assignment pane, when you click the Delete option to clear your name from the search box, the Assign to me check box is automatically cleared, and the search result displays the result. If you do not specify any search criteria, you can specify the user in the search box, and search for the user.

Tasks

From this area, you can create and assign tasks related to the ticket, update the tasks, and track their progress.

Note: This section is not found on task tickets or service requests.

Related items

This area lists any other records that are associated with the ticket, such as a work order or asset associated with an incident. From this section, you can relate existing records, or create new records (see Relating items to the current ticket). This section is not found on task tickets or service requests.

Some related assets are crowd sourced. You cannot remove these related items in Smart IT. For more information, see Overview of asset profiles in Smart IT.

Incident tickets that were automatically generated by the data loss prevention (data compliance) integration in BMC Remedy ITSM version 9.1.02 or later include a Data Compliance item under Related items. The data compliance system can be configured to create an incident, for example, when someone tries to send an email that includes a credit card number. The data compliance related item shows the event source, such as Sharepoint or email exchange, the company, and the name of the person who triggered the event. If you have sufficient permissions, you can drill down and view more details, such as the filename, path URL, and site URL for Sharepoint events, and the email IDs of everyone in theTo:Cc:, and Bcc: fields for email exchange events. You cannot add or delete a related data compliance event in Smart IT. Depending on the processes in your organization, this type of incident might have a specific categorization and assignment that should not be modified.

Activity

The information in this area provides a time-based account of events and notes associated with the ticket. You can use the information in this area to understand the history of the ticket, who has worked on it, what they have had to say about it, when it's status changed, and so on.

Note: You can use @ (at sign) to mention someone in the Activity feed, and that user will receive a message in Updates. To use this capability, the user must have access to the ticket. For more information, see Following tickets, assets, resources, and people in Smart IT.

Resources

This area contains related knowledge articles, similar tickets, planned outages and other similar records that can be helpful to you when working on the ticket. This information is provided automatically by the system, which scans other records and so on, looking for potential matches.

Note: This section is not found on task tickets or service requests.

  • Outages (Incidents only): Displays the outages for the Affected Asset. Outages are added to the asset profile as explained in Creating and updating assets in Smart IT.
  • Recommended Knowledge: Lists knowledge articles that might be relevant to the current ticket. The date the article was last modified, the percentage of accuracy, and keywords related to the article are displayed along with the title of the article. Click or tap an article to preview it's details.

    Note: Retired articles are not listed under Recommended Knowledge. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option.
  • Recommended Tickets (Incidents only): Lists tickets that are similar to the current incident. The status of the ticket, short summary, and name of the user the ticket is assigned to is displayed, along with the ticket number and time it was last updated. Click or tap a ticket to preview the details. If you find a ticket that is relevant to the incident and save it as a resource, you will see a reference to it in the Related Items area.

Fulfillment (service requests only)

This section lists the fulfillment steps taken to complete this request, along with the status for each one. Any tickets generated from steps are shown inline. Click the ticket to display its details.

Change requests

Section How you use it

Ticket header

Title

ID number

Priority

Change Class

Status

Service Level Agreement progress bar

See the Incidents, work orders, and service requests table for information about the Title, ID number, Priority, Status, and Service Level Agreement (SLA) progress bar.

The Change Class (such as Normal, Standard, Emergency, and so on) is also displayed next to the Priority. See Creating and managing change requests.

 

Ticket details

See the Incidents, work orders, and service requests table for information about the Description, Affected Service, Operational Category, Attachments and Product Category.

Change requests include additional information, such as the Requested For user, Change Location, and Impacted Areas.

Assignment

Change Coordinator

Change Manager

Assign to me

In Smart IT, the Change Coordinator is typically the person who created the change request. For information about these roles, see "Change coordinator role" and "Change Manager role" in Related topics.

Note: Smart IT does not support all of the functionality included with BMC IT Service Management that might be used by these roles. For example, Smart IT does not include the risk reports or Atrium Impact Simulator. For some activities, such as estimating costs, you can add custom fields in Smart IT. For more information, see Creating and managing change requests and Adding custom fields to your views using Smart IT.

See the Incidents, work orders, and service requests table for information on the Assign to me option.

Dates

Risk

Documents

Tasks

Configuration Items

Related items

Related Items lists any records that are associated with the change request, such as work orders or incidents. From this section, you can relate existing records, or create new records (see "Creating related tickets from the current ticket" in Related topics). This section is not found on task tickets or service requests.

CIs related to change requests are listed in Configuration Items. Some related asset CIs are labeled as crowdsourced CIs. You cannot remove these related CIs in Smart IT. For more information, see Working with profiles in Smart IT: People and CIs.

For more information about the information recorded in these sections, see Creating and managing change requests.

Problem investigations and known errors

Section How you use it

Ticket header

Title

ID number

Priority

Status

Service Level Agreement progress bar

See the Incidents, work orders, and service requests table for information about the TitleID numberPriorityStatus, and Service Level Agreement (SLA) progress bar.

To change the status, you must edit the problem investigation ticket. Also, you must specify values in the mandatory fields to save the ticket. For example, you must specify the target date when you move a problem investigation ticket from the Draft status to the Under review status.

Ticket details

Problem Location

Investigation Driver

Impacted Areas

Root Cause

Workaround

Resolution

View Access

See the Incidents, work orders, and service requests table for additional information about the Description, Affected ServiceAffected Asset, Operational Category, Attachment and Product Category.

Problem Location refers to the geographical location of the problem.

Investigation Driver can be set to High Impact, Re-Occuring, Non-Routing, and Other incidents.

Impacted Areas specifies the Company, Region, Site Group, Site, Organization, and Department.

Root Cause can be set by making a selection from the pull-down menu.

Workaround explains a temporary workaround for the known error.

Resolution is the permanent fix for the known and can be set if it has been determined.

View Access can be set to Public or Private.

Impacted Areas, Root Cause, Workaround, and Resolution are common to problem investigations and known errors. They are visible only if they contain information. Problem Location and Investigation Driver apply only to problem investigations.

Assignment

Problem Coordinator

Coordinator Group

Assigned to

Support Group

Assign to me

In Smart IT, the Problem Coordinator is typically the person who initiated the problem investigation. For information about these roles, see "Problem Management user roles" in Related topics.

Coordinator Group can be set to Backoffice Support, Frontoffice Support, or Service Desk.

Assigned to indicates the technician the problem has been assigned along with the Support Group. If a Problem Investogation is auto-assigned to the Backoffice Support group and the logged in user belongs to the Service Desk group, then Smart IT does not show the Assign To Me option as the ticket belongs to a different support group. If it is assigned to the Service Desk to which the user belongs to then Smart IT displays the Assign To Me option.

See the Incidents, work orders, and service requests table for information on the Assign to me option.

Related topics

Configuring screens

Incident status reason definitions (BMC Service Desk documentation)

Change coordinator role(BMC Change Management documentation)

Change Manager role(BMC Change Management documentation)

Problem Management user roles(BMC Service Desk documentation)

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