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  

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.


Related topics

Overview of ticket creation

Managing your work in Smart IT consoles

Smart IT screens, panels, and fields

Smart IT roles and permissions

Incident brokering Open link  (BMC Helix Multi-Cloud Brokerdocumentation)

Digital Workplace Catalog service Open link

Digital Workplace workflows Open link

Searching for Digital Workplace Service Open link

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




TitleQuick overview of the issue.
ID numberUnique identification to reference a specific ticket.
Icons

The icons help you to distinguish between the different types of tickets.

Example:

  • Theicon for security incidents helps you to distinguish between security incidents and regular incidents.
  • The icon for brokered incidents helps you to distinguish between regular and brokered incidents.
  • Theicon for brokered work orders helps you to distinguish between regular and brokered work orders.

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.

ImpactIndicates 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 ReasonProvides 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 v21.05.

Related service request


The ticket screen displays one of the following:

  • If the ticket relates to a service request that was created in service request management, you can see the request ID, title, and the Related service request label on the ticket screen.
  • If the service request fulfillment workflow in the BMC Digital Workplace catalog creates an incident or a work order, you can see the request ID, title, and the Related DWP request label on the ticket screen.

    Important

    The Related DWP request label, request ID, and the title of the BMC Digital Workplace service request are displayed on the ticket screen only in the Progressive Web app. 

To view the service request details, you can click on the request ID.

Contact
(Not found on tasks)



Affected customer(s)

Identifies the person who is affected or who requested the ticket.

Company, OrganizationDisplays the company and organization to which the customer belongs.
Region, Site, Site GroupIndicates the region and site to which the customer belongs.
Contact informationDisplays contact name, phone, and email.

Ticket details
(Varies by ticket type)

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:

  • Updates information in the Product Categorization area of the work order, based on the categorization of the affected service. You can modify the Product Categorization values later.
  • Relates the affected service to the work order as a Related to association type. After it is established, you cannot delete the association from the Relationships tab. However, you can clear the business service from the Service field and save the record to delete the association. 

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 TypeFor 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:

  • Files stored on the device
  • Files stored on cloud storage such as, Google Drive, Dropbox, OneDrive, and Box.
AssignmentAssigneeIdentifies 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 v21.05.

Tasks
(Not found on tasks or service requests)


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
(Not found on tasks or service requests)


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 v21.02.

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.

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
(Not found on tasks or service requests)


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. 

  • Outages (Asset only)Displays the outages for the Affected Asset. You can view it through the profile of the Asset, which is related to an Incident. For more information, see Creating and updating assets in Smart IT.
  • Recommended Knowledge: Lists knowledge articles that might be relevant to the current ticket.
    Important: Retired articles are not listed under Recommended Knowledge. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option.
  • Recommended Tickets (Incidents only)Lists tickets that are similar to the current incident. 
    • (For classic Smart IT only) If you find a ticket that is relevant to the incident and mark it as a duplicate issue, you will see a reference to it in the Related Items area.
    • (For Progressive Web Application screens only) If you find a ticket that is relevant to the incident and save it as a resource or mark it as a duplicate, you will see a reference to it in the Related Items area.

Fulfillment
(Service requests only)


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.

SectionFieldsHow you use it
Ticket headerTitle, 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.

Related service request


The ticket screen displays one of the following:

  • If the ticket relates to a service request that was created in service request management, you can see the request ID, title, and the Related service request label on the ticket screen.
  • If the service request fulfillment workflow in the BMC Digital Workplace catalog creates a change request, you can see the request ID, title, and the Related DWP request label on the ticket screen.

    Important

    The Related DWP request label, request ID, and the title of the BMC Digital Workplace service request are displayed on the ticket screen only in the Progressive Web app. 

To view the service request details, you can click on the request ID.

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 meFor more information about how assignment works, see .Assigning tickets v21.05.

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.

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

SectionFieldsHow you use it
Ticket header


Title, ID number, Priority, Status, SLA progress barSee 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 AreasSpecifies the Company, Region, Site Group, Site, Organization, and Department. This field is visible only if it contains information. 
Root CauseSelect a cause for the problem investigation or known error. This field is visible only if it contains information. 
WorkaroundExplains 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 CoordinatorIn Smart IT, the  Problem Coordinator  is typically the person who initiates the problem investigation.
Coordinator GroupCan be set to Backoffice Support, Frontoffice Support, or Service Desk.
Assigned toAssigned 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 v21.05.

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.

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

Comments