Following tickets, assets, resources, and people in Smart IT
The Updates feed displays all events that occur in Smart IT for the tickets and resources that you follow. You can view events such as, status updates, comments, knowledge article updates, and relationship changes. You also get an update when a Smart IT user mentions you in a comment by using the @ key.
You can follow the tickets and resources given in this table:
|Tickets||Incident, Work Order, Change Request, Release, Problem Investigation, Known Error, Task, and Service Request|
|Resources||Asset and Knowledge article|
You also receive feeds of the Service Level Agreements (SLAs), broadcasts, and outages for the tickets and resources that you follow.
When you install Smart IT on your mobile, or access Smart IT on your desktop for the first time, to view the updates feed you must ensure that your user profile is created in Smart IT. Only after onboarding your user profile, tickets, and activities, will you start receiving update feeds for the tickets and resources pertinent to you.
Following tickets and resources
You can follow tickets and resources automatically or by choice in the following way:
Following tickets and resources automatically
- When a Smart IT user assigns you tickets and resources. As an assignee, you automatically follow the ticket in Smart IT.
- When you act on a ticket or resource.
- If you are an assignee of a ticket in BMC Remedy IT Service Management (BMC Remedy ITSM), you will continue to be its assignee in Smart IT.
- You are the asset owner of assets.
Following tickets and resources by choice
- You click the Follow icon on the ticket profile and other resources.
- You assign tickets and resources to self by using the Assign to me option, and thus become its follower.
- You do not follow SLA breach alerts, broadcasts, and outages. You receive their updates in the following scenarios:
- SLA breaches related to the tickets that you follow
- Outages related to the assets that you follow
- Broadcasts about your location and site, company, organization, and support group
Service Desk agents would be swamped with updates about all the tickets that they created, and hence Smart IT does not create any feed in the Updates feed when you create a ticket. When creating a ticket, if you do not change its assignment, the system automatically sets the assignee for the ticket. In this case, a feed is not created in your (creator) Updates feed. But if you update assignment during ticket creation, a feed is added to your Updates feed. Because you did some activity in the ticket, you become that ticket’s follower. The person who you assigned the ticket also gets an feed in his Updates feed.
In case of creating knowledge articles, you automatically become its follower, and get an update feed about the article you created.
In the Updates feed, events are placed as per the time they occur; the most recent event is placed first. They are listed in the following order:
- Top - All open SLA breach alerts
- Middle - All open broadcasts and outages, and flagged knowledge article notifications
- Bottom - other update events such as comments, status changes, unflagged knowledge article notifications, restored outages, SLA breach alerts, and broadcasts
In the Updates feed, the top and middle order of the feeds gives you a quick view of the current status of the tickets that you follow, and helps you to quickly respond to the comment or alert. You might have to quickly act upon and unflag a flagged knowledge article. You also get updates of SLA breaches of the tickets you follow, and broadcasts based on your group(s) or your location, and outages that might affect your work.
If there are no feed about SLA breach alerts, broadcasts, outages, and flagged knowledge article, other update events are displayed at the top based on the time the event occurred.
You can view and access the Updates feed on the Universal client (UC) desktop, Google Android and Apple iOS devices.
On the Updates feed, you can search by the contents of the ticket. You can open the asset to see the scheduled outage.
Managing the Updates feed
When you receive several update feeds, important updates might remain below unread SLA breach alerts, outages, broadcasts and other comments. To see specific type of updates, you can specify filters in the Updates feed. To access filters:
- UC users - Click the Filter icon in the Updates feed.
- Google Android users - Tap the Filter icon on the Updates screen.
- Apple iOS users - Tap the Filter option on the Updates screen.
You can search for the update feeds of a specific ticket or resource in the search box for Updates feed.
Unpinning SLA alerts, broadcasts, and outages
Feed about SLA breach alerts, broadcasts, outages that have not reached their end date, and flagged knowledge articles are by default marked with a pinicon. The pinned events remain at the top in the Update feed until you unpin them, or specify their end date in BMC Remedy ITSM, or unflag the article. After viewing the update about the pinned events, you can select the pin icon to unpin them. If you do not unpin the events, they will automatically become unpinned after they reach their end date, or after the article is unflagged. Once unpinned, the events are moved to the bottom of the update feed list as per the time they were reported in the Updates feed.
Additional information about the unpin feature:
- The unpinning action is specific to each Smart IT user. For example, when you unpin an SLA breach alert, other Smart IT users will still see that SLA as a pinned event.
- You cannot pin an unpinned event.
- You can scroll down the Updates feed to view the unpinned SLA breach alerts, outages, broadcasts, and flagged articles that are placed chronologically depending on the time the feed was added to the Updates feed.
Scenarios when pinned events are dismissed without unpinning:
- Close the ticket that has the SLA breach alert.
- Restore the outage by entering the current date as the end date of the outage.
- Unflag the flagged knowledge article.
Unfollowing tickets and resources
You can stop following tickets and resources in the following scenarios:
- You click the Unfollow icon on the ticket or resource profile that you are following.
- You automatically stop following when the ticket or resource is closed, cancelled, or resolved.
- You assign the ticket or resource to other Smart IT user, and click the Unfollow icon .
- You stop being the assignee of the ticket or resource in BMC Remedy ITSM.