This documentation supports the 23.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Resolving tickets with the help of BMC Client Management actions

BMC Client Management is an advanced systems management product that enables administrators to discover, configure, manage, and secure the systems on a network. When BMC Helix ITSM is integrated with BMC Client Management, BMC Helix ITSM users with appropriate access can view data about BMC Client Management-managed assets in real time, and take direct actions on those assets to resolve tickets.  

Related topic

Integrating BMC Helix ITSM with BMC Client Management


Before you begin

To use the functionality described in this topic:

To perform BMC Client Management actions on an asset profile

The BMC Client Management integration includes the following set of actions to help BMC Helix ITSMusers (service desk agents and specialists) resolve tickets. 

Important

If you have not enabled Progressive Views, the actions are available from the More menu on the asset profile in BMC Helix ITSM, depending on the user's specific BMC Client Management access permissions. The More menu displays all BMC Client Management actions until the user tries to perform an action for the first time. At that time, the user's login credentials are verified, and any actions that the user does not have appropriate permissions to perform are disabled.

  • Asset Details — Opens a panel that displays the latest information about an asset reported by BMC Client Management in a tabular format. Tabs include General Summary (device name, user, and host, and other information, depending on the type of asset), Hardware Asset, Asset Software, Asset Security, Action History, and Financial Asset.
  • Audit Now — Launches an asset discovery scan of the selected device to retrieve the latest device information and a summary of its hardware, software and security inventory.
  • Check Connection — Verifies the connection of the remote device, that is, pings the device to see if it is reachable.
  • Reboot — Reboots a remote device. After performing the Reboot action, use Check Connection to confirm that the reboot was successful.
  • Shut down — Sends a shut down order to a remote device. After performing the Shut down action, use Check Connection to confirm that the shut down was successful.
  • Wake up — Sends a wake up order to a remote device. After performing the Wake up action, use Check Connection to confirm that the wake up was successful.

 

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