This documentation supports the 20.08 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 a ticket from the Create New menu


Using Smart IT Universal client, you can create tickets from the Create New menu. The Create New menu uses a more traditional, forms-based way to create tickets.

You can create the following tickets from the Create New menu:

  • Incidents (including security incidents)
  • Work orders
  • Knowledge articles
  • Change requests
  • Problem investigations
  • Known errors
  • Release
  • Broadcasts
  • Assets

In Smart IT 20.08, Progressive Web App (PWA) screens are available for work orders and incidents. You can access the PWA screens if your organization has opted in for this feature.

For more information about Progressive Web Application, see  Progressive web application development  (Remedy AR System documentation).

Related topics

Overview of ticket creation

Relating items to the current ticket

Adding tasks to tickets in Smart IT

Assigning tickets in Smart IT

Enabling the Progressive Web Application screens

Relating task templates with incident templates (Remedy ITSM documentation)


To create an incident ticket


    Perform the following steps in the Progressive Web App screen:

    1. On the Smart IT menu bar, select Create New > Incident.
    2. On the Create Incident screen, type the customer name, email ID, or corporate ID in the Customer field.
      The Company field is populated based on the customer that you select.
    3. (Optional) Enter your contact's name, email ID, or corporate ID in the Contact field.
      To create a customer or contact when you do not find a matching record, click the button next to the respective fields. In the dialog box that appears, enter the details and click Save.
      You must have one of the following permissions to create a customer or contact:
      Incident Submitter, Incident User, or Incident Master. Also, you must have the Contact Organization Admin or Contact Support Admin permission to access the Login ID field when creating a new customer or contact.
    4. Enter your search criteria for a template in the Incident Template field. To view all available templates, click Browse.
      If you use an incident template to create an incident, the tasks or task groups in the incident template are automatically available in the created incident. 
    5. In the Select template pane, in the tier fields, type some keywords to search for the template.. Select a template from the list, and click Select Template.
    6. The selected template auto fills a number of fields as per the information available in the template. The fields that are auto filled by a template depend on how the template is defined. All templates do not necessarily auto fill the same fields.

      You can change the selected template at any time. If you do, the auto filled fields are overridden with values specified by the new template.

    7. To add a screen capture or another file type to the ticket, click Attach Files.

    8. Select an option from the Incident Type drop-down menu.
      To create specific incidents related to security, select Security Incidents in the Incident Type list.

    9. Type some keywords in the Service field. If there are matches, a list of possible matches from services already in the system is displayed. Select a service from the list of suggestions.

    10. Type some keywords in the CI field. The system suggests a list of matches from which you can make a selection. 

    11. For assets that belong to another company within the multi-tenant environment, you can select Select categories from different company and set a different company. When you change the company used to select the categories, the system clears the Operational Category and Product Category fields, and you must select new operational and product categories.
      When you change the company, the change affects only the company that is used for operational and product categorizations.
      If you have selected the Security Incident option in the Incident Type list, make sure that for the required category, you have enabled the Security Incident option from the Application Administration Console in Remedy IT Service Management. For more information, see Standard configuration

    12. If you keep the Assignee field blank, the ticket is automatically assigned to the correct group, based on the configured assignment rules. If you know which support group is best suited to resolve the incident, you can start typing in the Assignee group field and select a support group. Alternatively, you can click Browse to filter by support company, support organization, support group and assignee.
      If you select Security Incidents from the Incident Type list, in case of auto assignment, if the Smart IT administrator has configured the required settings, the ticket will be assigned to the security team. For more information, see Configuring settings for managing security incidents.

    13. (Optional) To assign the ticket to yourself, click the Assign to me link. If you are part of a single support group, the ticket is assigned to you for that support group. For more information, see Assigning tickets in Smart IT. It is not mandatory to select a value for the Assignee field while creating an incident or resolving an incident.

    14. Add notes to the incident request in the Description field. 

    15. Click Save ticket. The system creates the ticket, routing the incident request to the support group for assignment. 

      After you save the incident, click the Tasks tab. If the incident template has any related tasks or task groups, you can see them here.
      If you are aware of an existing ticket or some other entity that can help with the diagnosis and resolution of the ticket that you are currently working on, you can relate your ticket to that other ticket.

    Perform the following steps in the Smart IT screen:

    1. On the Smart IT menu bar, select Create New > Incident.
    2. On the Create Incident screen, enter a customer name in the Customer field and optionally a contact name in the Contact field.
    3. Type some keywords in the Template field. If your search does not bring any results, click Browse All Templates to open the template browser. Select a template from the Template Browser and then click Save

    4. The selected template auto-fills a number of fields on the screen, such as: Incident Title, Impact, Priority, Incident StatusOperational Categorization, and Product Categorization

      The fields that are auto filled by a template depend on how the template is defined. All templates do not necessarily auto fill the same fields. You can change the selected template at any time. If you do, the auto filled fields are overridden with values specified by the new template.
      If you do not find an appropriate template, you can click Cancel in the Select Template panel and then manually type information into the remaining fields. You can then continue to work through the incident ticket as described in this example.
      The Summary field in BMC Service Desk is referred to as Incident Title in Remedy with Smart IT

    5. Select an option from the Incident Type drop-down menu.
      To create specific incidents related to security, select Security Incidents in the Incident Type list.

    6. Select a service in Affected Service field and an asset in the Affected Asset field.
      The CI field in BMC Service Desk is referred to as Affected Asset in Remedy with Smart IT.

    7. If an asset belongs to another company within the multi-tenant environment, you can select Use a different company to select categories and select a different company in the Company drop-down list. When you change the company used to select the categories, the system clears the Operational Category and Product Category fields, and you must select new operational and the product categories.  
      When you change the company in this step, the change affects only the company that is used for Operational and Product categorizations. It does not change the Affected Company.
      If you have selected the Security Incident option in the Incident Type list, make sure that for the required category, you have enabled the Security Incident option from the Application Administration Console in Remedy IT Service Management. For more information, see Standard configuration .

    8. You can leave the Assignee selection at the default setting so that the ticket is assigned to the correct group, based on the configured assignment rules.
      Alternatively, you can clear the Auto-assign check box and manually select the support group that is best suited to resolve the incident.
      If you select Security Incidents from the Incident Type list, in case of auto assignment, if the Smart IT administrator has configured the required settings, the ticket will be assigned to the security team. For more information, see Configuring settings for managing security incidents.

    9. (Optional) You can click the Assign to me link to assign the ticket to yourself. If you are a part of a single support group, the ticket is assigned to you for that support group. If you belong to multiple support groups, you must select one group in the Update Assignment pane to assign the ticket to self. 
      For more information, see Assigning tickets in Smart IT
      It is not mandatory to select a value for the Assignee field while creating an incident or changing an incident status to Resolved.

    10. Add notes to the incident request in the Incident Description field. The Notes field in BMC Service Desk is referred to as Incident Description in Remedy with Smart IT.

    11. Click Save Ticket. The system creates the ticket, routing the incident request to the support group for assignment. 

      If you are creating an incident request and want to add a screen capture or another file type to the notes you are taking, click Add File and follow the onscreen instructions. If you are aware of an existing ticket or some other entity that can help with the diagnosis and resolution of the ticket that you are currently working on, you can relate your ticket to that other ticket.
      Depending on the needs of your organization, you might need to fill out other fields that are not immediately visible in the UI when you open it. If you click Set other optional fields, the system exposes those fields to view. For the auto assignment feature to work for incident tickets in Smart IT, you must select General from the Event list and create general events for the Incident Management application in BMC Remedy ITSM.

      After you save the incident, click the Tasks tab. If the incident template has any related tasks or task groups, you can see them here.

    To create incidents in Resolved status

    The following table describes the assignment and status scenarios when a user creates an incident in the Resolved status:

    Assignee specifiedSupport group specifiedTicket assigned to...Support group assigned...Status set as...
    YesYesAs specified by userAs specified by userResolved
    NoNoLogged in userUser's default groupResolved
    NoYesLogged in user, if the user belongs to this support groupAs specified by userResolved
    NoYesUser set by auto assignment rules if the logged in user does
    not belong the specified support group
    As specified by userAn error is displayed (in Smart IT)
    NoYesUser set by auto assignment rules if the logged in user does
    not belong the specified support group
    As specified by user

    Assigned (in PWA screen)*

    *In the PWA incident screen, the user is prompted that the ticket will be set to Assigned status. If user chooses to proceed, the status is set to Assigned, else the ticket is not saved.

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