This documentation supports the 19.08 version of Remedy with Smart IT.

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

Overview of information displayed on a ticket in Smart IT

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 help you to understand how to use it.


For information about how to configure screens in Smart IT, see Configuring Smart IT on-screen fields.


Incidents, work orders, tasks, and service requests

The following table describes the information that you find on incidents, work orders, tasks, and service requests

Section

Fields

How you use it

Ticket headerTitleQuick overview of the issue
ID numberUnique identification to reference a specific ticket
ImpactIndicates the effect of an incident, problem, or change on business processes
Urgency

Indicates how long it will be until an incident, problem, or change has a significant business impact

For more information on the ticket impact and urgency, see Ticket priority in Incident Management.

StatusIndicates where the ticket is in the request lifecycle
Example: Assigned, In Progress, Closed
Status ReasonProvides the reason why the ticket status is being changed
Resolution Note

While changing the status to Resolved or Closed, describe the resolution for the ticket.

The Status Reason and Resolution Note are displayed in the ticket header after saving the ticket.

Service Level Agreement (SLA) progress bar

Displays how close the ticket is to breaching the governing service level agreements.

For more information, see SLA progress bar in Smart IT.

Contact

(Not found on tasks)



Affected customer(s)

Identifies the person who is affected or who requested the ticket

Company, OrganizationDisplays the company and organization to which the customer belongs
Region, Site, Site GroupIndicates the region and site to which the customer belongs
Contact informationDisplays contact name, phone, and email

Ticket details (varies by ticket type)

Description

Detailed information about the ticket that you can use to either diagnose the problem or plan next steps


Affected Service

Affected Asset

For incidents and work orders, the Affected Service (and for incidents, Affected Asset) indicates the aspect of the business which is affected by the ticket.

Operational Category

Identifies the operational category and product category that are assigned to the ticket.

Note: 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.


Product Category

Attachment

Allows you to attach files from the following locations when using Smart IT on mobile devices:

  • Files stored on the device
  • Files stored on cloud storage such as, Google Drive, Dropbox, OneDrive, and Box.
AssignmentAssigneeIdentifies 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.
Manager
Group
Assign to me

Enables you to 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.

For more information, see How ticket assignment works in Smart IT.

Tasks
(Not found on tasks or service requests)


Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress.

Related items
(Not found on tasks or service requests)


Lists 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).

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 the To: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


Provides a time-based account of events and notes associated with the ticket.

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.

Resources
(Not found on tasks or service requests)


Displays planned outages for assets, related knowledge articles, similar tickets, and other similar records that can be helpful to you when working on the ticket. 

  • Outages (Asset only): Displays the outages for the Affected Asset. You can view it through the profile of the Asset, which is related to an Incident. For more information, see Creating and updating assets in Smart IT.
  • Recommended Knowledge: Lists knowledge articles that might be relevant to the current ticket.
    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. 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)


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

The following table describes the information that you find on change requests.

SectionFieldsHow you use it
Ticket headerTitle, ID number, Priority, Status, SLA progress barSee the Incidents, work orders, tasks, and service requests table for information about these fields.

Change ClassIndicates the Change Class (such as Normal, Standard, Emergency, and so on). For more information, see Creating and managing change requests.

Ticket details

Description, Affected Service, Operational Category, Product Category, Attachments

See the Incidents, work orders, tasks, and service requests table for information about these fields.

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

AssignmentChange Coordinator

In Smart IT, the Change Coordinator is typically the person who creates the change request. Identifies the support group and individual within the support group that is assigned to work on the change request.

Note: Smart IT does not support all 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.

Coordinator Group
Change Manager
Manager Support Group
Assign to meFor more information on how assignment works, see How ticket assignment works in Smart IT.

Dates

Scheduled Dates, Actual Dates, Target Dates

Enter the dates in this section

Risk
Includes a few questions that the system uses to calculate risk
Documents

Select the documents you plan to add for this change request.

Note: In Remedy IT Service Management, if you add an attachment or Work Note in the Work Detail tab of a Change Request, in Smart IT, that attachment or work note may appear in the Documents section, because Smart IT gives you a simplified user interface.

Tasks
Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress. For more information, see Adding tasks to tickets in Smart IT.
Configuration Items

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.

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.

For more information about the information recorded in these sections, see Creating related tickets from the current ticket.


Problem investigations and known errors

The following table describes the information that you find on problem investigations and known errors

SectionFieldsHow you use it
Ticket header


Title, ID number, Priority, Status, SLA progress barSee the Incidents, work orders, tasks, and service requests table for information about these fields.
Status

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
(only in problem investigations)

Refers to the geographical location of the problem.

Investigation Driver
(only in problem investigations)
Can be set to High Impact, Re-Occuring, Non-Routing, and Other incidents.
Impacted AreasSpecifies the Company, Region, Site Group, Site, Organization, and Department. This field is visible only if it contains information. 
Root CauseSelect a cause for the problem investigation or known error. This field is visible only if it contains information. 
WorkaroundExplains a temporary workaround for the known error. This field is visible only if it contains information. 
Resolution

Indicates the permanent fix for the known error and can be set if a fix has been determined. This field is visible only if it contains information. 

View Access

Can be set to Public or Private.

Assignment







Problem CoordinatorIn Smart IT, the  Problem Coordinator  is typically the person who initiates the problem investigation. For information about these roles, see "Problem Management user roles" in Related topics.
Coordinator GroupC an be set to Backoffice Support , Frontoffice Support , or Service Desk .
Assigned toAssigned 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.
Support Group
Assign to me

For more information on how assignment works, see How ticket assignment works in Smart IT.

Tasks
Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress. For more information, see Adding tasks to tickets in Smart IT.

Related items


Lists any records that are associated with the problem investigation or known error. From this section, you can relate existing records, or create new records.

For more information about the information recorded in these sections, see Creating related tickets from the current ticket.

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