Creating related BMC Helix ITSM tickets from cases

Before you begin

BMC Helix ITSM integration must be enabled for your line of business. Contact your case business analyst to enable BMC Helix ITSM integration for your line of business.

To create an incident from a case

1. Log in to BMC Helix Business Workflows.
2. Navigate to Workspace > Case.
3. In the Cases console, select the Line of Business for which you want to create an incident.
   If you have access to a single line of business, the line of business is selected by default.
4. Open the case for which you want to create an incident.
5. On the case details page, on the Related Tickets tab, select Create > Incident.

6. On the Create Incident screen, enter the details in the required fields as given in the following table:

   Field	Instruction
   Summary	Auto-filled with the summary of the case. You can modify the summary.
   Description	Auto-filled with the description of the case. You can modify the description or add additional details.
   Customer	Auto-filled with the case requester's name.
   Contact	Auto-filled with the contact name given in the case. To change the contact name, select the contact's name from the list.
   Incident template	Select an incident template from the list. You can access all incident templates irrespective of the company.
   Service	Select a service type for which you want to create an incident. Type the keywords and select a service from the list of suggestions.
   Incident type	Select an incident type from the list. For example, to create specific incidents related to security, select Security Incident.
   Support company, Support organization, and Support group	If you know which support group is best suited to resolve the incident, you can select the support company, support organization, and support group from the drop-down list. You can also type the name of the support company, support organization, and support group and select from the list of suggestions. Important If the assignments are already set in BMC Helix ITSM, you need not enter values for support company, support organization, and support group, unless you want to change the assignment.
   Urgency	Select one of the following options depending on the criticality of the issue: 1-Critical 2-High 3-Medium 4-Low
   Impact	Select one of the following options depending on the level of impact of this issue: 1-Extensive/Widespread 2-Significant/Large 3-Moderate/Limited 4-Minor/Localized

7. Click Save.

Results

The incident is created and is automatically related to the case and vice versa. If there are multiple assets related to the case, only one asset is related to the incident. You must manually relate the other assets to the incident.

To share case-related information with the agent working on the incident, add work notes to the related incident.

To create a work order from a case

1. Open the case for which you want to create a work order.
2. On the case details page, on the Related Tickets tab, select Create > Work order.

3. On the Create work order screen, enter the details in the required fields as given in the following table:

   Field	Instruction
   Summary	Auto-filled with the summary of the case.
   Description	Auto-filled with the description of the case. You can modify the description or add additional details.
   Customer	Auto-filled with the case requester's name.
   Contact	Select the contact's name from the list.
   Work order template	Select a work order template from the list. You can access only the templates that belong to your company.
   Priority	Select one of the following options depending on the priority of the work order: Critical High Medium Low
   Request manager company, Manager support organization, Manager support group name, and Request manager	Select the request manager's company, support organization, support group, and name from the list.
   Assignee support company, Assignee support organization, Assignee support group name, and Request assignee	To assign the work order to a support group, select the support company, support organization, and support group from the drop-down list. You can also type the name of the support company, support organization, and support group and select from the list of suggestions. Important If the assignments are already set in BMC Helix ITSM, you need not enter values for support company, support organization, and support group, unless you want to change the assignment.

4. Click Save.

Results

The work order is created and automatically related to the case and vice versa.

To share case-related information with the agent working on the work order, add work notes to the related work order.

To create a change from a case

1. Log in to BMC Helix Business Workflows.
2. Open the case for which you want to create a change request.
3. On the case details page, on the Related Tickets tab, select Create > Change.

4. On the Create change screen, enter the details in the required fields as given in the following table:

   Field	Instruction
   Customer	Auto-filled with the case requester's name. You can change the name.
   Company	Auto-filled with the company name given in the case. You can change the name.
   Summary	Auto-filled with the summary of the case. You can modify the summary.
   Description	Auto-filled with the description of the case. You can modify the description or add further details.
   Change template	Select a template from the list. You can access only the templates that belong to your company.  To create a change without using the template, do not select a template from the list.
   Class	Select a class from the list: Emergency Expedited Latent Normal No impact Standard In addition, for the Latent class type, you must  enter the following mandatory fields: Actual start date Actual end date Coordinator organization Coordinator group name
   Risk level	Auto-filled with default values. You can modify the values depending on the risk level.
   Impact	Auto-filled with default values. You can modify the values depending on the level of impact of this issue: 1-Extensive/Widespread 2-Significant/Large 3-Moderate/Limited 4-Minor/Localized
   Urgency	Auto-filled with default values. You can modify the values depending on the criticality of the issue: 1-Critical 2-High 3-Medium 4-Low
   Timing reason	Select a timing reason from the list. This field is mandatory for the Expedited class type.
   Manager organization, Manager group name, Coordinator organization, Coordinator group name	To assign the change request to an organization, select the manager organization, manager group name, coordinator organization, and coordinator group name from the list.
   Assets	Select the assets you want to associate with the change request. By default, assets already associated with the case are displayed, and the user can select a few, all, or none while creating a change. If the template has the same assets as the case, the duplicate asset entries are not displayed in the preview screen.

5. Click Save.

Results

The change request is created and automatically related to the case. You can view the change request on the Related Tickets tab. Click the change request to preview the change. The activity is logged in the activity notes of the case and the work log of the change request.

Adding work notes to related tickets

As a case agent, you can add notes simultaneously to tickets related to a case. When you select the same type of tickets, such as only Incidents, you can select the note type that is defined in BMC Helix ITSM for those tickets. If you select different types of tickets such as, Case, Incident, or Problem, the General information note type is selected, and it applies to only BMC Helix ITSM items and not to cases.

1. Open a case from the Cases console.
2. On the case details page, on the Related Tickets tab, select the tickets for which you want to add the info note.
3. Click Add work note.
   

4. In the Add work note pane, select the Note type.

   Do not select the Note type that is used for grouping. For example, do not select ------Requirements----- as the type, instead, select Requirements. 

   

5. Add the Notes.
6. (Optional) Click Attach to add files to the note.
7. (Optional) To select a template for the notes, click Notes Template, and select the appropriate notes template.
8. To make the note visible to external users, select the Public check box. 
9. Click Post.