This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Example - Configuring provider actions to automate data entry for high priority tickets

As a BMC Helix ITSM administrator, you can configure a provider action for your users by using an expression. The example in this page is applicable only if you are using classic Smart IT tickets. If you have set the value of the Enable-Progressive-Views parameter as T as described in Setting configuration parameters in BMC Helix ITSM, you cannot use provider actions in classic Smart IT. You must create active links in AR System.  For information about how to create active links, see Creating active links. 

In this example, Allen, a BMC Helix ITSM administrator, configures a provider action by using expression for incident tickets for his users. Based on the configuration that Allen has set, when one of his users, Francie Stafford opens an incident ticket, changes the priority of a ticket to high, and changes the status of the ticket to In Progress, the provider action is executed. Francie also observes the following changes on the incident ticket:

  • The Customer Phone Number field is set to Required.
  • The Site widget is set to hidden.
  • The Contact Email ID is set to Read-Only.
  • The summary of the incident ticket is copied to the Description field, and the Operational Categorizations are set after updating the service type field.

Related topics

Configuring-provider-actions

Dynamic expressions for configuration

Troubleshooting

 How the classic Smart IT edit incident screen looks after the provider action specified in the example is executed:

Result_ProviderAction.gif

The following table describes how to configure a provider action to look like the example.

What

Where

How

Screenshot

Create a provider action template.

In the Mid Tier, use the SMT:SmartIT_Provider Action Template Configuration form.

Select HPD: Help Desk as Source Form and Incident as Data Source and map the following input and output fields:

Input:

  • Service Type
  • Description

Output:

  • Detailed Description
  • Categorization Tier 1
  • Categorization Tier 2
  • Categorization Tier 3

Template.gif

Define the field level expresssion

Smart IT > Screen Configuration

Define the field level expressions for the Customer Phone, Site, and Contact Email widgets.

Expr_1.jpg

Expr_2.jpg

Expr_3.jpg

Configure the provider action

Smart IT > Screen Configuration > Incident View > Add/Remove Actions

Select the provider action template, select the Execute On check box, and use the following expressions:

ONCHANGE($serviceType) && ISREQUIRED($phoneNumber) && ISHIDDEN($site) && ISREADONLY($contactEmail) && $priority=='High'.

SmartIT_Screenshot.PNG

Configure and add business logic of provider actions

In the Mid Tier

See To configure and add business logic of provider actions section in Configuring-provider-actions.


 

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