This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Working with scripts

In the Incident Management module of BMC Helix ITSM: Service Desk, a script provides a detailed set of questions for the service desk analyst to use when resolving or assigning an incident.

As an administrator, you can create two types of scripts:

  • Initiator scripts—Created and used by the support group that creates incidents. The scripts provide service desk analysts with questions to ask customers about an incident.
  • Assignment scripts—Created by non-service desk support groups that are generally assigned incidents for resolution. The scripts provide service desk analysts with questions to ask customers about their incidents so they can collect information that is relevant to the support group assigned the incident.

Then, you can use mappings to search for scripts within a  BMC Helix ITSM: Service Desk form (for example, the Incident form). You must have Config Group Mapping Admin permissions to map scripts. Script mappings have the following data structures:

  • Organization
  • Location
  • Operational Categorization
  • Product Categorization

To create a script

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Incident Management > Script Configuration > Script Database, and then click Open.
  3. In the Script Setup form, click Add.
  4. In the Script Update form, open the Script Type list, and select Assignment or Initiator.
  5. Enter a description and select the status.
  6. In CopyField, select where the script is copied when it is selected.
  7. Click Select Group.
  8. In the Select My Group dialog box, select the support group for this script, and click OK.
  9. In the Script field, enter the text of the script, such as a list of questions to ask a customer about an issue.
  10. Click Save. 
    After you create a script, relate it to a mapping entry to make it available for selection in BMC Helix ITSM forms, such as the Incident form.

To relate a script to a mapping entry

  1. From the Application Administration console, click the Custom Configuration tab.
  2. From the Application Settings list, select Incident Management > Script Configuration > Script Database, and click Open. 
  3. To search for the script on the Script Setup form, enter the search criteria, and click Search.
  4. In the Script table, select the script to associate with a mapping.
    The scripts in the Script table are directly related to the mappings in the Script Association Mapping table.
  5. In the Script Association Mappings area, click Search.
    The Script Mapping Selection form appears.
  6. From the Script Mapping Selection form, complete one of the following steps:
    • To search for existing mappings, enter the search criteria in the Script Mapping Search Criteria section, and click Search.
    • To create a new mapping, click New.
      The New Script Mapping form appears and contains the mapping fields that you can use for your script.
  7. Enter the new script mapping information.
  8. Click Save.

To relate the script to this mapping entry

  1. On the Script Setup form, use the Search Criteria section to search for and retrieve the correct script.
    When the search finishes, it places all of the matches in the table.
  2. In the table, select the script and then click Search in the Script Association Mappings section.
  3. Use the Script Mapping Search Criteria area of the Script Mapping Selection dialog box to locate the mapping to which you want to relate the script.
    If a mapping does not exist, click New to create one.
  4. Select the mapping you want from the table on the Script Mapping Selection dialog box, and click Select.

To manage mapping records

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Incident Management > Script Configuration > Script Database, and click Open. 
  3. In the Script Setup form, click Manage Mappings. 
  4. In the Manage Mappings form, add, modify, and delete mapping records.
    If you delete a mapping, script entries might be invisible if scripts are associated with the deleted mapping.