Viewing and updating tickets

After you create a ticket, you can change the details or add new information to it. For example, you can update the ticket status, add activity notes, or change the customer and contact information.

Keeping the information in a ticket up-to-date helps you to make better informed decisions about how to manage the ticket, keeps your personal and group statistics up-to-date, and helps keep the affected customer informed about the progress of the ticket.

You can quickly update ticket information by clicking the Refresh button instead of using the browser back button to view the latest ticket detail. For example, updates do not display automatically when Impact Analysis and Approvals changes are done for a change ticket. Click Refresh to view the latest information for the ticket.

When you try to update the customer (Requested For user) name, the system searches for matching people that belong to the same company as the original customer. This behavior prevents a cascade of changes to key ticket information that is tied to the customer's company, such as the affected service, affected asset, categorization, assignment, and so on. If you need to select a customer from a different company, you must create a new ticket.

The updated customer information is passed to the related service request (if any). Customer information must be updated manually in tasks and other related ticket types.

This section provides information about:

• Overview of information displayed on a ticket in Smart IT
• Opening a ticket by using the display ID
• SLA progress bar in Smart IT
• Ticket priority in Incident Management
• Changing ticket status in Smart IT
• Assigning tickets
• Applying categorization to tickets and resources
• Deciding which ticket to work on next
• Probable cause analysis in Incident Management by using BMC Helix Service Monitoring