This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

Managing your work in Smart IT consoles

Smart IT provides the list view of the following consoles to help you manage your work:

  • Ticket Console
  • Knowledge Console
  • Asset Console

Your ability to view each console (and items in the console) depends upon the specific permissions you have been granted to fulfill your role in the organization. For example, you must have the minimum permissions required for a Change Agent to view change requests in the Ticket Console.

Pull down refresh in the iOS, and Android application

You can use pull down refresh for all the consoles of both iOS, and Android versions of Smart IT application.

Each console displays a list of items (or records), such as tickets, knowledge articles, or assets. By filtering and sorting the list, you can locate items that match your criteria, such as open incidents assigned to your group. From the Ticket Console or Knowledge Console, you can also take a specific action on several items at the same time (bulk actions), such as changing the status or assignee.

To view details of a ticket, article, or asset, click or tap the item in the list. In the Smart IT Universal client, when you click an item in the Ticket, Asset or Knowledge console with the Shift key pressed, the details of that ticket, asset, or knowledge article is displayed on a new browser tab.

In the Ticket Console, the ticket priority is indicated by the following colors in the Priority column:

Ticket priorityColor in the Priority column
Critical Red 

For more information, see the following topics:

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