Accessing the ticket console

After a system administrator installs and configures BMC Helix ITSM, users with a specific role and necessary permissions can access and use BMC Helix ITSM.

To log in to BMC Helix ITSM

On a web browser, open the BMC Helix ITSM URL.
Enter your user name and password.
Click Log In.
Ticket Console is displayed.

To launch BMC Helix ITSM Insights from the Workspaces list

Users with appropriate permissions can access the Workspaces list in the menu bar. From this list, you can launch the Proactive problem management and Real-time incident correlation functionality provided by BMC Helix ITSM Insights.

For more information, see:

Proactive problem management and Resolution insights overview (BMC Helix ITSM Insights documentation)
Incident correlation(BMC Helix ITSM Insights documentation)

Users can access the Workspaces list in BMC Helix ITSM only when the following conditions are met:

BMC Helix ITSM Insights is licensed.
The innovation_suite.base.url parameter has been set.
Users have the appropriate incident or problem permissions.

Where to go from here

If you are...	Refer to the following documentation:
a new user	Getting-started—Overview of BMC Helix ITSM, Key benefits of BMC Helix ITSM, similarities and differences with BMC Helix Digital Workplace Release-notes-and-notices—Enhancements in this release Use-cases—Specific tasks based on your role in the organization
a service desk agent, specialist, or manager	Managing-incident-requests Managing-problem-investigations-and-known-errors Basics of using BMC Helix ITSM, managing your work, creating tickets, creating knowledge articles
an administrator	Release-notes-and-notices—Known and corrected issues Planning—System requirements, permissions needed, performance data Administering—Custom fields, actions

Instructions for classic interfaces

View instructions for classic Smart IT

After a system administrator installs and configures BMC Helix ITSM, users with a specific role and necessary permissions can access and use BMC Helix ITSM.

Before you begin

To use BMC Helix ITSM on your mobile devices (Apple iOS and Google Android) and the Universal Client (UC)—that is, the desktop—you must have the user name and password.

The system administrator must provide the following information:

(Universal Client) classic Smart IT URL, for example, http://<hostName:port>/smartit/
(Mobile devices)
- Mobile apps
- Host name, which is the Fully Qualified Domain Name (FQDN)
- Port number

To log in for the first time from the mobile application

Tap the icon on your device.
Enter the host name and port number.
Tap Connect.
Enter your user name and password.
Tap Log In.
The Updates feed screen is displayed.

You must log in to BMC Helix ITSM again in the following scenarios:

You log out of BMC Helix ITSM.
Due to network issues, the application is disconnected. In this case, you must enter your host name and port number and then log in.

To log in from the Universal Client

On a web browser, open the classic Smart IT URL.
Enter your user name and password.
(Optional) To use BMC Helix ITSM with a screen reader, select Use Accessibility Mode. For more information, see Enabling accessibility in BMC Helix ITSM.
Click Log In.
Ticket Console is displayed.

Note

BMC Helix ITSM does not support username with special character.

View instructions for Mid Tier

Start BMC Helix ITSM from your browser and navigate through the application.

To log in and access the BMC Helix ITSM applications

Type the following URL into your browser:
http://<webServer>:<port>/arsys/shared/login.jsp
- <webServer>: Fully qualified name of the BMC Helix ITSM, specified in the format server_name.company.com.
- <port>: (Optional) Port number (required if the web server is not on the default port)
In the User Name and Password fields of the Welcome page, enter your user name and password.
Click Login.
The IT Home page opens by default, however, system administrators can use Configuring home page preferencesto open.

Incident Management consoles

Use the following consoles to access the features in Incident Management:

The Incident Management Console

The Incident Management console is the main console for the application. It provides service desk workers with a single point from which they can generate incident requests, monitor the progress of incident requests as they move through their lifecycle, and record work that was performed while solving the incident request.

Incident Console.PNG

The Requester Console

From the Requester console, end users can submit incident requests directly to Incident Management.

The Overview Console

Using the Overview console, service desk workers who fulfill several different roles can view incident requests that are assigned to them through Incident Management, and additional work assignments that come to them through other BMC Helix ITSM applications with which Incident Management integrates.

Problem Management consoles

Use the following consoles to access the features in Problem Management:

The Overview Console

Using the Overview Console, specialists can view problem investigations that were assigned to them through the Problem Management application.

Overview Console.PNG

The Problem Management Console

TheProblem Management Console provides problem coordinators and specialists with a single point from which they can create problem investigations and known errors.

Problem Console.PNG