Scenarios for creating tickets using Smart IT
Using Remedy with Smart IT, you can create tickets to help record and track requests that are created through your help desk. As you work with the ticket, Smart IT suggests related tickets and knowledge articles related to other, similar tickets that can help you to quickly resolve the current issue. The social component of ticket tracking also lets you work in real time with colleagues and people who are affected by the ticket to diagnose and resolve them.
After you create an ticket, you can also use Smart IT to keep the ticket information up-to-date by either changing the information that it contains or by adding new details about the work done or the resolution. For more information, see Viewing and updating tickets.
The following information is provided in this topic:
Use the Smart Recorder for creating incidents and work orders (recommended, all clients)
Using the Smart Recorder is the recommended approach for creating incidents and work orders for everyone in your organization.
Smart Recorder uses a free form text entry field to help you focus on what the customer is saying, instead of filling out out fields in a structured form. This way of creating a ticket helps you to capture information in real time, directly from the customer and in their own words. Smart Recorder helps you to create tickets of all kinds more quickly and with greater accuracy.
For information about using the Smart Recorder, see Smart Recorder - Handling tickets dynamically in Smart IT.
Integration with phone systems
If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI. In this case, the service desk agent can click a button in the phone system software to create a ticket using the Smart Recorder. The Smart Recorder can open with the following information from the phone call already completed (depending on how the phone integration is configured):
customer information, based on the caller ID.
- a description of the issue or the request, if one is provided.
- suggested resources, including templates and outages, if any are found.
- If the Smart Recorder does not display customer information it means that the Smart Recorder was able to match more than one person in the system with the caller ID information. If this happens, the service desk agent must enter the customer information manually.
- The service desk agent can edit any of the information provided by the phone system, if needed.
After the Smart Recorder opens with information from the call, the service desk agent continues to create the ticket as described in Smart Recorder - Handling tickets dynamically in Smart IT.
Create a ticket from the Create New menu (universal client only)
Using Smart IT, you can also create tickets from the Create New menu, as illustrated in the following scenario for creating an incident request. The Create New menu uses a more traditional, form based way to create tickets.
Using the Create New menu, you can create the following items:
- Work orders
- Knowledge articles
- Change requests
- Problem investigations
- Known errors
Example scenario: Creating a ticket from the Create New menu
In this scenario, Francie Stafford, the second level service desk agent creates an incident ticket in the universal client. Francie does not often create incident tickets and is not comfortable using the Smart Recorder, even though it is a faster and more accurate way to create tickets. Instead, she chooses the Incident option from the Create New menu, and uses the more traditional forms base approach to creating incident requests.
- Francie receives an escalation related to a request for help with a complex configuration issue for Greg Jones, who is the Director of H.R.
- Francie opens the relevant incident ticket in the universal client and notices that although the ticket is for a problem with Greg's machine, Marilee Weegou, who is Greg's executive assistant, is listed as the contact person.
- Francie calls Marilee to gather some information about Greg's computer and while they are talking, Marilee mentions that Greg encountered the Blue Screen of Death earlier in the day, when he tried to restart his laptop.
- Francie offers to create an incident ticket about the Blue Screen of Death problem so that someone can follow up on the issue.
- To capture the details of the issue, Francie opens Smart IT and clicks Create New, and then selects Incident.
- Francie starts recording the ticket information outlined by the fields on the form. She is sure to record Greg's name as the affected customer and clicks Add Person so she can add Marilee as a second contact person.
- Francie looks for a template by typing Computer reboot in the Template field, but the auto complete feature does not find a match for this phrase. Next, Francie clicks Browse All Templates to open the template browser. The Template Browser shows a list of the most recently used templates, however, Francie still does not see a match. Next, in the Template Browser, under Select a category to browse, she clicks the drop down list to see a high-level list of template categories. Francie selects Software and then clicks the middle drop down list to select from the next tier of template categories where she selects Operating Systems. From the third drop down list, she selects Blue Screen of Death upon restart, which she highlights and then clicks Save.
The selected template auto-fills a number of fields on the screen, such as: Incident Title, Impact, Priority, Incident Status, Operational Categorization, Product Categorization, and so on.
The fields that are auto-filled by a template depend on how the template is defined. All templates do not necessarily auto-fill the same fields.
You can change the selected template at any time. If you do, the auto-filled fields are overridden with values specified by the new template.If Francie did not find an appropriate template, she could click Cancel in the Select Template panel and then manually type information into the remaining fields. She would then continue to work through the incident ticket as described in this scenario.
- Francie moves on to the Affected Service field and starts to type Infra (because the business service type is Infrastructure Operations). As the system detects what she is typing, she sees a list of possible matches from the business services already in the system. Francie clicks Infrastructure Operations in the list of suggestions and moves on to the Affected Asset field. Again, as Francie starts to type the model of laptop affected by the incident, the system suggests a list of matches from which Francie makes a selection.
Because Greg's laptop is an asset that actually belongs to another company within the multi-tenant environment, Francie selects Use a different company to select categories. From the Company drop down list, Francie selects the company that owns Greg's laptop. Because Francie changed the company used to select the categories, the system cleared the Operational Category and Product Category fields, so Francie must select new operational and the product categories. She clicks inside the Operational Category field and presses Enter. She then selects the correct categorization from of the list generated by Smart IT. Francie then clicks inside the Product Category field and selects a new product category the same way.
When you change the company as Francie did in this step, the change affects only the company that is used for Operational and Product categorizations, it does not change the Affected Company, which is tied to Greg's People record.
Francie leaves the Assignee selection at the default setting: Will be auto-assigned so that the ticket is assigned to the correct group, based on the configured assignment rules. Alternatively, if Francie knew which support group was best suited to resolve the incident, she could have unselected the Auto-assign check box and manually selected the support group.
- (Optional) Francie clicks the Assign to me link to assign the ticket to herself. If she is part of a single support group, the ticket is assigned to her for that support group. If she belongs to multiple support groups, she has to select one group in the Update Assignment pane to assign the ticket to self. For more information, see How ticket assignment works in Smart IT.
Francie then adds notes to the incident request in the Incident Description field.
Francie clicks Save Ticket and the system creates the ticket, routing the incident request to the support group for assignment.
- If you are creating an incident request and want to add a screen capture or another file type to the notes you are taking, click Add File and follow the onscreen instructions.
- If you are aware of an existing ticket or some other entity that can help with the diagnosis and resolution of the ticket that you are currently working on, you can relate your ticket to that other ticket.
- Depending on the needs of your organization, you might need to fill out other fields that are not immediately visible in the UI when you open it. If you click Set other optional fields, the system exposes those fields to view.
- For the auto assignment feature to work for incident tickets in Smart IT, you must select General in the Event list and create general events for the Incident Management application in BMC Remedy ITSM.
Make use of related tickets and resources
Information from similar tickets and knowledge articles can help you to diagnose the ticket you are currently working on. Perhaps the ticket you are working was caused by another incident, or the incident that you are working on has caused another incident. When these types of relationships exist, you can create links among tickets and resources so that others who are working with you to resolve the issue are aware of the broader context in which they are working, or can view information that can be helpful to them.
On the Resources tab of tickets, you can refer the recommended tickets and resources to resolve tickets. The following list of options available on the Resources tab will help you manage recommended tickets and resources:
|View count||The number of times a knowledge article is opened from any ticket and viewed in the full mode increases the view count of the article. Articles accessed and viewed from the Knowledge Console, global search, Updates feed, and so on do not increase the view count of the article.|
|Pin an item||You can pin an article to relate that article with a ticket. Relating an article with tickets increases the thumb count of the article. Although it does not impact the reuse count of the article, it increase the use count of the article.|
To resolve a ticket when you pin an article to a ticket and select the Save and Resolve option available on the article in preview mode, the count of the linked article increases. It also increases the reuse count of the article. Note that the reuse count impacts the Article Reuse report (generated in BMC Remedy Smart Reporting) of the article.
|Save as Resource||To relate the recommended ticket with the current ticket, click the icon, and select the Save as Resource option.|
|Mark as Duplicate Issue||
From the list of recommended tickets, if you find that a recommended ticket is duplicating the current ticket that you have opened, you can click the icon near the recommended ticket and select the Mark as Duplicate Issue option. The system automatically changes the status of the current ticket to Pending. The duplicate ticket from the recommended ticket list is added under the Duplicate of relationship type on the Related Items tab of the current ticket. Note that the status of the duplicate ticket from the recommended ticket list does not change. When the ticket marked as duplicate is closed, the status of the current ticket is automatically updated to Resolved.
For example, on the Ticket Console, you open incident 1, which is in Assigned status. On the Resources tab of incident 1, under the Recommended Tickets section, you mark incident 4, which is in In Progress status, as duplicate. The status of incident 1 changes to Pending. The incident 4 remains in the In Progress status and is added under the Duplicate of relationship type on the Related Items tab of incident 1. When incident 4 is moved to the Closed status, the system automatically changes the status of incident 1 to Resolved.
|Thumb count||(On the Resources tab of knowledge articles) Thumb count is a measure of usefulness of knowledge articles represented in percentage. You must click Yes or No for the question Was this resource helpful? to derive the percentage of usefulness. By default, the usefulness set to 0%. When you click Yes, the use count of the article increases. For example, out of 3 users if 2 users click Yes, the percentage of usefulness is 67%.|
For more information, see Relating items to the current ticket and Resolving tickets with the help of Knowledge articles using Smart IT.
A few words about templates
Whenever possible, make sure you use a template to create the ticket, as suggested by the preceding example scenario. By using a template to create tickets, the help desk analyst can gather information relevant to the ticket quickly, accurately, and completely. With the necessary information collected quickly, the help desk analyst can then move on to the job of resolving the issue within the time limits imposed by the service level agreement. If an appropriate template is not available, however, you can still create the ticket as otherwise described in the following use case.
Capturing ticket information accurately ensures that the help desk analyst can match the current record with previous, similar records to help resolve the ticket. By capturing all of the details for each ticket, you can later perform more meaningful reporting and analysis of help desk activity.
When using a standard template to create a ticket, the layout of the UI lets you concentrate first on gathering relevant information about the customer and the nature of the request. By identifying the key issues up front, the system itself can begin to proactively suggest ways to solve the issue.
The template is a work aid that helps you to create common ticket types by automatically filling many of the ticket fields with standard information. While working with the ticket, however, you can change the information that was provided by the template. When you change the information, the system saves the information to the ticket when you click Save. Any information that you change on the ticket that was provided by the template does not change the template.