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  

Relating items to the current ticket

From the Related Items tab, you can relate an existing ticket or asset to the current ticket, or create a new ticket and relate it to the current ticket. For example, you can create a work order from within the context of an incident, and important metadata (such as customer information) from the incident copied to the new work order. In addition, Created and Created by relationships are automatically established between the two tickets.

From the Related Items tab on a change request, you can create a new outage for one or more of the configuration items (CIs) that are related to the change request. You can also relate an existing outage to the change request. In this case, the CIs associated with the outage are automatically related to the change request.

A few changes have been introduced when you relate existing items in Progressive Web App (PWA) screens. 


In Smart IT, the service request details are displayed on the Related Items tab. In PWA screens, the Service Request ID with its summary is displayed below the ticket header. As the service request relationship is different from the relationships to other ticket types, it is displayed in a different place on the ticket.

To relate items to a ticket

  1. On the Related Items tab for incident, problem investigation, known error, work order, change request, or release requests, add a related item.
    For PWA screens, if you want to relate a change request, select Infrastructure change.
  2. Specify the related item type, such as Work Order, Incident, or Outage (for change requests).
    (For Smart IT only) When you relate an existing outage to a change request, some filters are applied by default. For example, the system searches for scheduled outages for CIs related to the change request. If you want to search for other outages or for all outages, clear the default filters and add new filters as needed.
  3. Specify search criteria and initiate the search.
    You must specify some search criteria, such as a company name, status value, or keyword. To search for all records, enter the % wildcard character.

  4. Select related items and specify the relationship type.
  5. Click Save.

The related items are displayed on the Related Items tab. You can view only those items to which you have access. 

In Progressive Web App screens for work orders, incidents, problem investigations, known errors, and change requests, all related tickets are shown on the Related items tab. However, if you click a ticket to which you do not have access, an error is displayed.

To relate configuration items to a ticket

In Progressive Web App screens for work orders, incidents, problem investigations, known errors, tasks, and change requests, an asset is referred to as a configuration item (CI). Use the Configuration items tab to view related CIs or to add new ones.

  1. On the Configuration items tab, add a related configuration item.
  2. Specify search criteria and initiate the search.
  3. Select related CIs and specify the relationship type.
  4. Click Save.

To relate configuration items to a change request on the Progressive Web App screens

On the Progressive Web App screens for change requests, an asset is referred to as a configuration item (CI). Use the Configuration items tab to view the related CIs or to add new ones.

  1. Open an existing change request.
  2. On the Configuration items tab, click Relate configuration item to add a related configuration item.
    To relate multiple CIs to the change request, you can search for multiple CIs by using commas to separate them. Select the required search results and click Add.
  3. In the Add configuration items (CIs) window, click Advanced to select the required Filters and Presets.

  4. Click Apply filters and then click Save.
    The filters are displayed under the active link on the Activity tab.
  5. Search and select the required CI.
  6. Select the Association type from the following options:
    • Changes
    • Impacts
    • Installs
    • Moves
    • Related to
    • Removes
    • Repairs
  7. Click Add.

The configuration item is related to the change request.


To edit an outage record

An outage is a downtime of an asset or a CI.  An outage can be scheduled or unscheduled. Sometimes, after you create the outage record, you might have to make changes to the schedule of the outage. In BMC Helix ITSM, you can make changes to the outage schedule directly in the ticket instead of making changes for each CI by opening the asset form. For example, you create a change request to install the latest anti-virus software on all the laptops in the IT department on a Friday. But you have been requested to install the anti-virus software on a non-working day to avoid an outage on a working day. You can update the availability details of all the laptops at a time in the change request, instead of searching for each laptop from the asset form and updating the availability details. You must have either Asset Admin or Asset User permission to edit an outage. For more information, see Asset Management roles and permissions.


    1. Open an existing ticket. For example, open a change request.
    2. Click the Related items tab.
    3. Click the ID of the outage in which the Status field is set to Scheduled.

      You can edit an outage only if its Status is set to Scheduled.
    4. In Edit outage, edit the fields that you want to change. For example, there is a change in the availability of the asset that relates to the change request. So, you edit Scheduled start date+ and Scheduled End date+.
    5. Click Save.
    1. Open an existing ticket. For example, open a change request.
    2. Click on the Related Items tab.
    3. Select the the outage record that you want to edit and click Edit.
    4. Edit the fields that you want to change. For example, there is a change in the availability of the asset that relates to the change request. So, you edit Scheduled start date+ and Scheduled End date+.
    5. Click Save.

    To create a related item

    1. On the Related Items tab for the incident, work order, problem, known error, or change request, create a related ticket, such as a Related Incident or Related Work Order. For a change request, for Smart IT only, you can also create a Related Outage. In PWA screens, for a change request, you can use a template to create a related change request.
      A new ticket opens in draft mode with some information pre-populated from the original ticket. Outages created from change requests require specific information.
    2. Update the new item as needed and save it.
      Relationships between the items appear in Related Items. The original ticket has a Created relationship that links to the new item, and the new item has a Created by relationship that links to the original ticket.
      In Smart IT, if you select Relationship type as Duplicate of when relating an incident to another, you can select only one incident in the table. However, in Progressive Web App incident screens, when you relate an existing incident as a duplicate, you can select multiple incidents but on clicking Save, you are asked to specify an incident only.

    Information copied to a related ticket

    The following minimum information is copied to the related incident, problem, known error, work order, or change request:

    • Customer and Customer Company
    • Summary
    • Notes
    • Affected Service
    • Priority

    The following additional information is copied only to related work orders and incidents:

    • Contact and Contact Company
    • Categorization (including Product and Operational Categorization, Location Company)—Copied from a work order to a work order, and from an incident to an incident. 

    Important

    When a work order is created from a different ticket type, such as an incident, the Product Categorization is not copied but is populated based on the affected service.

    Additional information might be populated automatically in the new ticket. For example, the assignee might be populated based on the customer company.

    To create a related knowledge article

    In addition to creating related items, you can also create related knowledge articles. You can create related knowledge articles from incidents, work orders, problem investigations, and known errors. In the related article, important information is pre-populated in the article content and metadata.

    1. Use one of the following methods to navigate to the option to create a related knowledge article.
      • On the Resources tab of the ticket, under Recommended Knowledge, click Search for knowledge resources and then click Create a new article
      • Open the ticket, and click the Related Items tab. Click +Create related > Knowledge article.
    2. On the Create Knowledge page, select an article template.
    3. After you preview the selected template, click Use selected Template.
    4. Review the information that is pre-populated into the article, and add more content as required.
    5. Click Submit Changes.

    When the article is created, it is pinned to that ticket in the Resources tab under Recommended Knowledge. The article is not listed in the Related items tab of the ticket.

    Information copied to a related knowledge article

    When you create a related knowledge article, the following information is copied from tickets to knowledge article:

    The following information is copied from incident and work order to knowledge article templates.

    Information copied from Incident and Work orderInformation copied to Knowledge article
    How To template
    SummaryTitle
    DescriptionQuestion
    Resolution*Answer
    Problem Solution template
    SummaryTitle
    DescriptionProblem
    Resolution*Solution
    Known Error template
    SummaryTitle
    DescriptionError
    Resolution*workaround
    Reference template
    SummaryTitle
    KCS template
    SummaryTitle
    Description and Resolution*Problem

    * The Resolution field is available only on the incident profile.

    If you have created custom knowledge article templates, the text in the Description and Resolution fields of the incident is copied, with a line break, to the first field of the custom template. Because work order tickets do not have the Resolution field, only the text in the Description field is copied to the first field of the custom template.

    The following information is copied from incident and work order to the knowledge article metadata:

    Information copied fromInformation copied to
    IncidentWork orderKnowledge article metadata
    Location companyLocation companyCompany
    Affected serviceAffected serviceBusiness service
    Operational category Tier 1, 2, & 3Operational category Tier 1, 2, & 3Operational category
    • Product category Tier 1, 2, & 3
    • Product name
    • Model/Version
    • Product category Tier 1, 2, & 3
    • Product name
    • Model/Version
    Product category
    NA

    Location site:

    • Region
    • Site group
    • Site
    Site

    The following information is copied from problem investigation and known error to knowledge article templates.

    Information copied from Problem investigation and Known errorInformation copied to Knowledge article
    Known Error template
    SummaryTitle
    NotesError
    Root CauseRoot Cause
    Workaround and ResolutionWorkaround/Fix
    KCS template
    SummaryTitle
    Description, Workaround and ResolutionProblem
    All types of Knowledge article templates
    SummaryTitle

    In all other types of knowledge article templates including custom knowledge templates, the text in the Notes, Resolution, and Workaround fields of the problem investigation and known error is copied, with a line break, to the first field of the custom knowledge article template.

    The following information is copied from problem investigation and known error record to the article metadata:

    Information copied fromInformation copied to
    Problem investigationKnown errorKnowledge article metadata
    Location companyLocation companyCompany
    Affected serviceAffected serviceBusiness service
    Operational category Tier 1, 2, & 3Operational category Tier 1, 2, & 3Operational category
    • Product category Tier 1, 2, & 3
    • Product name
    • Model/Version
    • Product category Tier 1, 2, & 3
    • Product name
    • Model/Version
    Product category

    Impacted area details

    Note: If there are multiple impacted areas, the values are not added to the Site/Organization.

    NA

    Site/Organization

    The following default values are prepopulated in the knowledge article:

    • Author: Logged in user (assuming correct permissions and functional roles)
    • Language: Language of the logged in user
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