Managing your work in Smart IT consoles
Smart IT provides the following consoles to help you manage your work:
- Ticket Console
- Knowledge Console
- Asset Console
Your ability to view each console (and items in the console) depends upon the specific permissions you have been granted to fulfill your role in the organization. For example, you must have the minimum permissions required for a Change Agent to view change requests in the Ticket Console.
Each console displays a list of items (or records), such as tickets, knowledge articles, or assets. By filtering and sorting the list, you can locate items that match your criteria, such as open incidents assigned to your group. From the Ticket Console or Knowledge Console, you can also take a specific action on several items at the same time (bulk actions), such as changing the status or assignee. To view details of a ticket, article, or asset, click or tap the item in the list.
Options for filtering and sorting items
By default, the consoles show the open tickets, articles, or assets (items) assigned to you (or managed by you). In the universal client and tablets, counts of items assigned to you (My Tickets or My Articles), along with tickets and articles in other categories, are shown above the lists of tickets and articles. These counts apply to the tickets and articles currently displayed, so the numbers can change when you apply a filter. Click or tap a count to show only the tickets or articles you want to see in the table (for example, Critical Tickets or Published articles).
You can sort a console table by tapping or clicking one of the column headings (tablets and universal client), or by selecting a sorting option from a menu (phones).
You can apply a minimum of two filters to a console table; for example, to show only certain types of tickets with a particular status. In the Ticket Console, when you filter by the type of ticket, such as Change or Incident, the rest of the available filters dynamically change so that only the filters appropriate for that ticket type (or type) are listed. For example, if you select Incident, the filters for Change Manager, Change Class, and so on are not displayed.
In the Asset Console, there are advanced filters specifically for Computer System assets. For example, you can filter for all computers that have a minimum of 2 CPUs and a Windows operating system.
- For change requests, the Assignee filter refers to the Change Coordinator assignee.
- In the Asset Console, you cannot sort by the Asset Type column.
To search for specific tickets on the Console (all three consoles), you can select multiple filters and click Apply. The system displays the result according to the filters that you specified. When selecting filters if you select Cancel, the system cancels your selection and displays the result according to the filters that were previously applied. Note that you must select minimum two filters for the system to display the result. If you have set preset, and additionally specified filters, the system displays the result as per the preset and filters. To clear all the filters, click the Clear Filters option. The system now displays the result according to the default preset. The Apply button will remain disabled if you clear the filters and again select the same filters.
Options for changing and ordering columns (universal client (UC) only)
In the universal client, you can choose columns to show in a console, such as the Assignee or Status columns. Click the menu that appears below the ticket or article counts to display the Change and Order Columns panel.
For example, from Available Columns in the Ticket Console, select Columns that Apply to All Tickets, or choose one or more ticket types (such as Change or Incident) to show the available columns for that ticket type. Add columns by double-clicking each column name, or by dragging columns from Available Columns to Visible Columns. Arrange the order in Visible Columns by dragging.
Console presets and refresh
Each console includes at least one pre-defined set of filters, called a preset. When you choose a preset from the list, the filters are applied to the console. (See number 2 in the following figure.) For example, the Ticket Console has two out-of-the-box presets, My Assigned Tickets (the out-of-the-box default) and My Groups' Assigned Tickets. The My Assigned Tickets preset applies the All Open and Assignee:Me filters to the console, while the My Groups' Assigned Tickets applies the All Open and Assigned Group:My Support Groups filters.
From the universal client, you can also create custom presets. Custom presets allow you to save different filter selections, visible columns, or both, depending on the different perspectives you need for each of your roles in the organization. For example, if you are both a change approver and a service desk manager, you can save different preset perspectives for each role, and then quickly toggle between them. (See numbers 1 and 2 in the following figure.) You can delete presets that you created that are no longer needed by hovering the mouse over the name and clicking the x.
From the universal client, you can choose any preset as your default. In addition, you can now edit any of your custom presets. (See number 2 in the following figure.) Your default preset is displayed every time you log in from the universal client or from your mobile device. After you edit a preset or change the default, your changes are displayed immediately in the universal client. For mobile clients, you must log in again to see the updates.
Also in the universal client, you can click Refresh to see the latest list of results based on your current filters and column configurations. (See number 3 in the following figure.)
For presets that include both filters and visible columns, only the filters portion of the preset is available on mobile clients.
Displaying custom status reasons in the Ticket Console
On UC, the custom status reason specified for ticket status is displayed in the Ticket console under the Status Reason column. The custom status reason only appears in Smart IT if the administrator has added the custom status reason to all the corresponding ticket forms in BMC Remedy IT Service Management. In the following table, forms that must be updated are listed as per ticket types:
Master console form
Status reason form
SYS:Status Reason Menu Items
For incident tickets, you can add the Custom Reason 1 (ID - 33000) to the following forms:
- SHR:UnionOverview_MasterConsole form - Add Custom Reason 1 (ID - 33000) to the ConsolidatedStatusReason field.
- SYS:Status Reason Menu Items form - Through Mid Tier, add Custom Reason 1 to the Status Reason Menu Item field, and the ID - 33000 to the Selection Code field.
- HPD:Help Desk form - Add Status_Reason_Hidden to any view panel for example, the Category panel, and then add Custom Reason 1 (ID - 33000) to the Status_Reason_Hidden field.
- HPD:IncidentInterface_Create form - Add Custom Reason 1 (ID - 33000) to the Status Reason field.
If the same custom status reason is used across multiple ticket types, their ID must be same across those ticket types. In other words, no two ticket types should have two different custom status reasons having same ID, because as part of consolidation on the Ticket console, the system cannot distinguish them without having different IDs.
Status reasons with same ID in multiple ticket types are considered as a consolidated value that is shown on the Ticket console across those multiple ticket types. The ID must not be used for another status reason of any other ticket type. To add same custom status reason to multiple ticket types, use the same ID. For example, in BMC Remedy ITSM, the Admin adds Custom Status Reason 1 with the ID - 33000 to incident, work order, and change request ticket. In Smart IT, when a service desk agent specifies Custom Status Reason 1 for incident, work order, and change request tickets, on the Ticket console, Custom Status Reason 1 can be seen under the Status Reason column. In another instance, Admin adds Custom Status Reason 2 with the ID - 34000 to incident ticket type. When this custom status reason is selected for an incident, it is also seen under the Status Reason column.
Bulk actions you can perform on tickets and knowledge articles (universal client only)
In the universal client, you can perform actions on multiple tickets or knowledge articles at the same time. For example, in the Ticket Console, you can change the assignee, update the status, and follow multiple tickets in a single action. Select the check box next to a ticket or knowledge article, or, to select all of the table's contents, select the check box at the top left of the table.
Bulk actions are unavailable for mobile clients.
When you select one or more items from the consoles, the following bulk actions appear:
- Assign—Assign one or more of the selected items to an individual. If you are selecting this action for tickets, the tickets that you select must all be of the same type; for example, all work orders or all incidents.
- Share—Share one or more of the selected items with members of a support group.
- Follow—Choose one or more items for which you want to receive updates in the Dashboard.
The following bulk actions are available on the Ticket Console only:
- Link—Link tickets together, or link tickets to other records. For this action, the tickets you select must all be of the same type; for example, all work orders or all incidents.
- Launch in new tab—Opens each selected ticket in a new tab. You must ensure that you have enabled pop-ups in the browser settings. If the pop-ups are blocked, instead of displaying all the selected tickets in new tab, the system displays only one ticket that you selected first, in a new tab.
- Update status—Change the status of one or more tickets. For this action, the tickets you select must all be of the same type; for example, all work orders or all incidents.
After you perform a bulk action, the selected items remain selected so you can perform additional actions. Clear the check box in front of each item individually, or deselect all of the selected items.
On the Ticket Console, when you select a single or multiple release tickets, the Update Status and Assign options that are displayed to perform bulk actions on the selected tickets remain disabled. You must open each release ticket to update their status and change their assignment.
Scenario for reassigning multiple incidents in bulk
As the service desk manager, you must ensure that critical incidents are assigned so that they can be addressed and resolved in a timely manner. In talking with one of the service desk agents in your group, you determined that the agent is overloaded, and you need to transfer some of his high-priority tickets to another agent. You log on to the Smart IT universal client and open the Ticket Console to make the assignee changes.
- You clear any active filters and add the appropriate custom filters to show all open tickets assigned to the overloaded agent.
- You select three of the highest priority incidents and click the bulk Assign action.
- In the Assign panel that slides into view, you select your group, choose the new assignee, and click Assign.
- Because you plan to review the service agent's workload regularly, you save the filter settings as a preset.
Scenario for sharing multiple knowledge articles in bulk
As a service desk manager, you are looking for ways to help one of your support groups quickly resolve incidents related to a piece of infrastructure that has recently been reassigned to them. You decide to see if your knowledge base contains any knowledge articles that address the more common issues that arise. You log on to the Smart IT universal client and open the Knowledge Console to see what you can find.
- You clear any active filters so that all of the knowledge articles are available in the console table, and then click the Filter icon to add a new filter.
- From the list of available filters, you select Keywords, type the specific search term (
router time out), and then press Enter.
The filter removes all of the knowledge articles from the table, except for five.
- You open each of the remaining knowledge articles and visually scan their contents.
You realize that three of the articles relate directly to the router that the support group is having issues with, so you decide to share these articles with the group.
- You click the check box beside the three articles, and then click the Share icon.
- From the Share panel that slides into view, you select the support group, ensure that the names of all group members are selected, and then click Share.
An email window opens, showing the addresses of the support group members, which have been automatically added to the To field. A system-generated subject line has also been added, and the body of the email contains links to the knowledge articles.
- You add a brief paragraph to the email note, providing some context for the links, and then click Send.
Updating ticket status in bulk from the Ticket Console
On the Ticket Console, you can update the status of multiple tickets in bulk if the tickets meet the following requirements:
- The tickets must be of the same ticket type.
- The tickets could be in the similar status or different status.
- Change request tickets must be in the similar status and must follow the same process flow.
In the following scenarios the link to update the status (the Update Status link) is unavailable, and you cannot update the status of the selected tickets:
- Change requests or release tickets are undergoing review. For example, the tickets are in Request for Authorization or Request for Change status.
- All or one of the selected tickets is in Closed status.
- A task is in Staged status.
To update the status of tickets in bulk, perform the following steps:
- On the Ticket Console, select the check box associated with the tickets that you want to update.
- Click the Update Status link.
- On the Update Status pane, select the status you want to set and specify the details.
- Click Save.
Updating values in the required fields in bulk
On the tickets that you have selected to perform bulk updates, if all the tickets have value in a specific field that is marked as required, then while updating the status in the Update Status pane that field is not marked as required. For example, on the Ticket Console you select 5 problem investigation tickets. In all these tickets you have already specified value in the Target Date which is a required field. When you update their status in the Update Status pane, the Target Date field is not marked as required.
In another scenario, if one of the selected ticket does not have value in a specific required field, while other tickets have the value, then in the Update Status pane, the field is marked as required.
Whether a field is marked as required or not, you can still update the value. When you change the value, the older value is overridden with the new value.