Resolving tickets in Smart IT
In Smart IT, you can resolve tickets by using knowledge articles, by taking direct actions on assets, or by collaborating with other agents.
You can leverage knowledge articles for resolving tickets if Smart IT is integrated with Knowledge Management. When Smart IT is integrated with BMC Client Management (BCM), Smart IT you can view data about BCM-managed assets in real time, and take direct actions on those assets to resolve tickets. You can also work collaboratively with other agents to resolve tickets by using Openfire chat.
| Resolving tickets by... | Description |
|---|---|
| Using knowledge articles | Smart IT allows recommends a list of related knowledge articles when you are creating or updating a ticket. It also provides the ability to relate an existing knowledge article to a ticket so that users can view information that was useful when working on a request. |
| Using BMC Client Management actions | When Smart IT is integrated with BMC Client Management (BCM), service desk agents and specialists with appropriate access can view data about BCM-managed assets and take direct actions on those assets to resolve tickets. The actions are available from the More menu on the asset profile in Smart IT, depending on the user's specific BMC Client Management access permissions. |
| Using Openfire to collaborate with other agents | Collaborate with other agents with Openfire, an open-source, real-time collaboration application for instant messaging and group chat. You can chat anytime as per your requirement, add participants to a group chat, and use keywords to get ticket-related details in your chat window. |
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