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. For information about how to configure screens in Smart IT, see Configuring Smart IT on-screen fields.
The following tables describe the information that you find on tickets and help you to understand how to use it.
Managing your work in Smart IT consoles
Smart IT screens, panels, and fields
Smart IT roles and permissions
Incident brokering
(BMC Helix Multi-Cloud Brokerdocumentation)
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 header | Title | Quick overview of the issue. |
| ID number | Unique identification to reference a specific ticket. | |
| Icons | The icons help you to distinguish between the different types of tickets. Example:
| |
Priority | Priority indicates the relative order in which work orders should be addressed, and is influenced by considerations of risk and resource availability. For a work order that automatically creates a service request, notifications from the service request include a default value of Medium for Impact and Urgency. The work order Priority value is not shown. Work order notifications include the work order Priority value, but not the Impact and Urgency values from the service request. | |
| Impact | Indicates 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. Attention Flag: For Incidents and Work Order tickets, an attention flag is displayed based on certain conditions. An active attention flag indicates that you should consider that ticket as a high priority work. For more information, see Deciding which ticket to work on next. | |
| Status | Indicates where the ticket is in the request lifecycle. Example: Assigned, In Progress, Closed | |
| Status Reason | Provides 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 | Affected customer(s) | Identifies the person who is affected or who requested the ticket. |
| Company, Organization | Displays the company and organization to which the customer belongs. | |
| Region, Site, Site Group | Indicates the region and site to which the customer belongs. | |
| Contact information | Displays contact name, phone, and email. | |
Ticket details | 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. In the Progressive Web App screens for work orders and incidents, the Affected Service and Affected Asset fields are referred to as Service and CI. For work orders, you can optionally select a service configuration item (CI) from the Atrium Service Catalog to relate to the work order. A business service can be provided from one business or department within a business to another. Business service CIs can include customer support, employee provisioning, server clusters, storage, and so on. When you select an Affected Service, the system automatically performs the following actions:
Important: The business service selected by a requester in response to a question takes precedence over a business service specified in a Work Order template or in the service request definition (SRD) that automatically generates a work order in BMC Helix ITSM. | |
| Incident Type | For incidents, the Incident Type option displays the type of incident that is created. For example, Security Incidents. | |
| Operational Category | Identifies the operational category and product category that are assigned to the ticket. Important: 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. Operational and Product categorizations are not configured and shipped for work orders. You must modify the records in the Operational Catalog Setup and Product Catalog Setup forms of BMC Helix ITSM if you intend to use them with work orders. 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:
| |
| Assignment | Assignee | Identifies 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 Assigning tickets. | |
Tasks | Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress. You also have the option of creating tasks by using the Progressive Web Apps screen. For more information, see Adding tasks to tickets in Smart IT. | |
Related items | 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 Helix ITSM 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. | |
| Configuration Items (Only for Progressive Web App screens) | CIs related to incidents, work orders, and tasks 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. | |
Activity | Provides a time-based account of events and notes associated with the ticket. 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 | 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.
| |
Fulfillment | 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.
| Section | Fields | How you use it |
|---|---|---|
| Ticket header | Title, ID number, Priority, Status, SLA progress bar | See the Incidents, work orders, tasks, and service requests table for information about these fields. Change requests additionally display the risk level. |
| Change Class | Indicates 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, Change reason, 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, Location, and Impacted Areas. |
| Assignment | (For Smart IT) Change Coordinator Coordinator Group Change Manager Manager Support Group | 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. Important: Smart IT does not support all functionality included with BMC Helix ITSM 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. |
(For Progressive Web App screens) Change coordinator group Change manager group Change coordinator Change manager | ||
| Assign to me | For more information about how assignment works, see Assigning tickets. | |
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. In BMC Helix ITSM, 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. You also have the option of creating tasks by using the Progressive Web Apps screen. 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
| Section | Fields | How you use it |
|---|---|---|
| Ticket header | Title, ID number, Priority, Status, SLA progress bar | See 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-Occurring, Non-Routing, and Other incidents. | |
| Impacted Areas | Specifies the Company, Region, Site Group, Site, Organization, and Department. This field is visible only if it contains information. | |
| Root Cause | Select a cause for the problem investigation or known error. This field is visible only if it contains information. | |
| Workaround | Explains 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 Coordinator | In Smart IT, the Problem Coordinator is typically the person who initiates the problem investigation. |
| Coordinator Group | Can be set to Backoffice Support, Frontoffice Support, or Service Desk. | |
| Assigned to | Assigned to indicates the technician the problem has been assigned along with the Support Group. If a problem investigation 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 group to which the user belongs, then Smart IT displays the Assign To Me option. | |
| Support Group | ||
| Assign to me | For more information on how assignment works, see Assigning tickets. | |
| Tasks | Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress. You also have the option of creating tasks by using the Progressive Web Apps screen. 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. | |
| Configuration Items (Only for Progressive Web App screens) | CIs related to problem investigation and known error 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. |
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