This documentation supports the 19.11 version of Remedy with Smart IT, which is available only to BMC Helix subscribers (SaaS). To view an earlier version, select the version from the Product version menu.
Creating incidents, service requests, and work orders
Using Remedy with Smart IT, you can create tickets and then handle them through out their lifecycle: from creation to closure. Smart IT, however, is more than just a tracking tool for tickets. Smart IT helps you to resolve tickets by proactively suggesting related tickets and knowledge articles that you can use to understand how other, similar tickets were resolved. Smart IT also uses a chat feature to help you collaborate in real time with colleagues and the customers who requested the incident.
Where to start
Depending on the type of ticket that you are creating, start with one of these topics: