Resolving tickets with the help of BMC Client Management actions

BMC Client Management is an advanced systems management product that enables administrators to discover, configure, manage, and secure the systems on a network. When Smart IT is integrated with BMC Client Management, Smart IT users with appropriate access can view data about BMC Client Management-managed assets in real time, and take direct actions on those assets to resolve tickets.  

Before you begin

To use the functionality described in this topic:

• BMC Client Management must be integrated with BMC CMDB and Smart IT.
  For more information, see Integrating Smart IT with BMC Client Management.
• You must have BMC Client Management login credentials provided by your administrator.

To perform BMC Client Management actions on an asset profile in Smart IT

The BMC Client Management integration includes the following set of actions to help Smart IT users (service desk agents and specialists) resolve tickets. The actions are available from the More menu on the asset profile in Smart IT, depending on the user's specific BMC Client Management access permissions.

• Asset Details—Opens a panel that displays the latest information about an asset reported by BMC Client Management in a tabular format. Tabs include General Summary (device name, user, and host, and other information, depending on the type of asset), Hardware Asset, Asset Software, Asset Security, Action History, and Financial Asset.
• Audit Now—Launches an asset discovery scan of the selected device to retrieve the latest device information and a summary of its hardware, software and security inventory.
• Check Connection—Verifies the connection of the remote device, that is, pings the device to see if it is reachable.
• Reboot—Reboots a remote device. After performing the Reboot action, use Check Connection to confirm that the reboot was successful.
• Shut down—Sends a shut down order to a remote device. After performing the Shut down action, use Check Connection to confirm that the shut down was successful.
• Wake up—Sends a wake up order to a remote device. After performing the Wake up action, use Check Connection to confirm that the wake up was successful.