This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

To view an earlier version, select the version from the Product version menu.

Creating incidents, service requests, and work orders

Using Smart IT, you can create tickets and then handle them through out their lifecycle: from creation to closure. 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.

If the administrator has enabled Progressive Views, you can use the screens that are delivered by using the Progressive Web Application technology. For more information about Progressive Views, see  Progressive web application development Open link (Action Request System documentation).

Where to start 

Depending on the type of ticket that you are creating, start with one of these topics:

Was this page helpful? Yes No Submitting... Thank you