Information displayed on a ticket

A ticket provides you with the information that you need to understand the nature of the request, begin to diagnose it, and manage the ticket through its lifecycle. For information about how to configure screens in BMC Helix ITSM, see Configuring classic Smart IT on-screen fields.

The following table describes the information that you find on incidents, work orders, tasks, and service requests.

Section	Fields	How you use it
Ticket header	Title	Quick overview of the issue.
	ID number	Unique identification to reference a specific ticket.
	Icons	The icons help you to distinguish between the different types of tickets. Example: Theicon for security incidents helps you to distinguish between security incidents and regular incidents. The icon for brokered incidents helps you to distinguish between regular and brokered incidents. Theicon for brokered work orders helps you to distinguish between regular and brokered work orders.
	Priority	Priority indicates the relative order in which work orders should be addressed, and is influenced by considerations of risk and resource availability. For a work order that automatically creates a service request, notifications from the service request include a default value of Medium for Impact and Urgency. The work order Priority value is not shown. Work order notifications include the work order Priority value, but not the Impact and Urgency values from the service request.
	Impact	Indicates the effect of an incident, problem, or change on business processes.
	Urgency	Indicates how long it will be until an incident, problem, or change has a significant business impact. For more information on the ticket impact and urgency, see Ticket-priority-in-Incident-Management. Attention Flag: For Incidents and Work Order tickets, an attention flag is displayed based on certain conditions. An active attention flag indicates that you should consider that ticket as a high priority work. For more information, see Deciding-which-ticket-to-work-on-next.
	Status	Indicates where the ticket is in the request lifecycle. Example: Assigned, In Progress, Closed
	Status Reason	Provides the reason why the ticket status is being changed.
	Resolution Note	While changing the status to Resolved or Closed, describe the resolution for the ticket. The Status Reason and Resolution Note are displayed in the ticket header after saving the ticket.
	Service Level Agreement (SLA) progress bar	Displays how close the ticket is to breaching the governing service level agreements. For more information, see Reviewing-service-targets-for-incident-requests.
Related service request		The ticket screen displays one of the following: If the ticket relates to a service request that was created in service request management, you can see the request ID, title, and the Related service request label on the ticket screen. If the service request fulfillment workflow in the BMC Digital Workplace catalog creates an incident or a work order, you can see the request ID, title, and the Related DWP request label on the ticket screen. Important The Related DWP request label, request ID, and the title of the BMC Digital Workplace service request are displayed on the ticket screen only in the Progressive Web app. To view the service request details, you can click on the request ID.
Contact (Not found on tasks)	Affected customer(s)	Identifies the person who is affected or who requested the ticket.
	Company, Organization	Displays the company and organization to which the customer belongs.
	Region, Site, Site Group	Indicates the region and site to which the customer belongs.
	Contact information	Displays contact name, phone, and email.
Ticket details (Varies by ticket type)	Description	Detailed information about the ticket that you can use to either diagnose the problem or plan next steps.
	Service CI	The Service field for incidents and work orders, and the CI field for incidents indicates the aspect of the business which is affected by the ticket. In the classic Smart IT screens for work orders and incidents, the Service and CI fields are referred to as Affected Service and Affected Asset. For work orders, you can optionally select a service configuration item (CI) from the Atrium Service Catalog to relate to the work order. A business service can be provided from one business or department within a business to another. Business service CIs can include customer support, employee provisioning, server clusters, storage, and so on. When you select a Service, the system automatically performs the following actions: Updates information in the Product Categorization area of the work order, based on the categorization of the affected service. You can modify the Product Categorization values later. Relates the affected service to the work order as a Related to association type. After it is established, you cannot delete the association from the Relationships tab. However, you can clear the business service from the Service field and save the record to delete the association. Important: The business service selected by a requester in response to a question takes precedence over a business service specified in a Work Order template or in the service request definition (SRD) that automatically generates a work order in Mid Tier.
	Incident Type	For incidents, the Incident Type option displays the type of incident that is created. For example, Security Incidents.
	Operational Category	Identifies the operational category and product category that are assigned to the ticket. Important: Within the system, the Operational and Product categorization information is organized around a three tier hierarchy, with Tier 1 being the most general category and Tier 3 being the most specific category. The information that is shown in the Categorization fields represents the Tier 3 category. For example, if the product categorization is: Tier 1, Hardware; Tier 2, Laptop; Tier 3 <modelName>, the <modelName> appears in the Product Category field. Operational and Product categorizations are not configured and shipped for work orders. You must modify the records in the Operational Catalog Setup and Product Catalog Setup forms in Mid Tier if you intend to use them with work orders. If multiple CIs are associated with the ticket, the system displays the affected CI in the Product Category field.
	Product Category
	Attachment	Allows you to attach files from the following locations when using classic Smart IT on mobile devices: Files stored on the device Files stored on cloud storage such as, Google Drive, Dropbox, OneDrive, and Box.
Assignment	Assignee	Identifies the support group and individual within the support group that is assigned to work on the ticket. Use this information to know who to contact if you need information about the ticket, or if you collaborating with the assignee.
	Manager
	Group
	Assign to me	Enables you to assign a ticket to yourself when you create or edit an incident, a work order, a task, a problem investigation, a known error, a change request, or a knowledge article. For more information, see Assigning-and-reassigning-an-incident-request.
Tasks (Not found on tasks or service requests)		Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress. For more information, see Managing-work-on-tickets-by-using-tasks.
Related items (Not found on tasks or service requests)		Lists records that are associated with the ticket, such as a work order or asset associated with an incident. From this section, you can relate existing records, or create new records (see Relating-items-to-incident-requests). Some related assets are crowd sourced. You cannot remove these related items in BMC Helix ITSM. For more information, see Configuration items. Incident tickets that were automatically generated by the data loss prevention (data compliance) integration in Mid Tier include a Data Compliance item under Related items. The data compliance system can be configured to create an incident, for example, when someone tries to send an email that includes a credit card number. The data compliance related item shows the event source, such as Sharepoint or email exchange, the company, and the name of the person who triggered the event. If you have sufficient permissions, you can drill down and view more details, such as the filename, path URL, and site URL for Sharepoint events, and the email IDs of everyone in the To:, Cc:, and Bcc: fields for email exchange events. You cannot add or delete a related data compliance event in BMC Helix ITSM. Depending on the processes in your organization, this type of incident might have a specific categorization and assignment that should not be modified.
Configuration Items (Only for Progressive Web App screens)		CIs related to incidents, work orders, and tasks are listed in Configuration Items. Some related asset CIs are labeled as crowdsourced CIs. You cannot remove these related CIs in BMC Helix ITSM.
Activity		Provides a time-based account of events and notes associated with the ticket. You can use @ (at sign) to mention someone in the Activity feed, and that user will receive a message in Updates. To use this capability, the user must have access to the ticket. If multiple users have the same user name but different login names, and if you mention them in the Activity feed, the UI name of each subsequent user is appended by an index number in the @_uiValue_{indexNumber} format. For example, if three users with the name Peter Johnson are mentioned in the Activity feed, the names will be displayed as Peter Johnoson_1, Peter Johnson_2, Peter Johnson_3.
Resources (Not found on tasks or service requests)		Displays planned outages for assets, related knowledge articles, similar tickets, and other similar records that can be helpful to you when working on the ticket. Outages (Asset only): Displays the outages for the Affected Asset. You can view it through the profile of the Asset, which is related to an Incident. For more information, see Creating and updating assets. Recommended Knowledge: Lists knowledge articles that might be relevant to the current ticket. Important: Retired articles are not listed under Recommended Knowledge. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option. Recommended Tickets (Incidents only): Lists tickets that are similar to the current incident. (For Progressive Web Application screens only) If you find a ticket that is relevant to the incident and save it as a resource or mark it as a duplicate, you will see a reference to it in the Related Items area. (For classic Smart IT only) If you find a ticket that is relevant to the incident and mark it as a duplicate issue, you will see a reference to it in the Related Items area.
(Controlled availability customers only) Ask HelixGPT (PWA Incident screens only)		Provides you conversational experience to find information when working on incidents. Instead of reading through the knowledge articles, you can ask your incident-related questions to BMC HelixGPT and get real-time summarized answers. For more information, see Resolving-tickets-with-the-help-of-Ask-HelixGPT.
Fulfillment (Service requests only)		Lists the fulfillment steps taken to complete this request, along with the status for each one. Any tickets generated from steps are shown inline. Click the ticket to display its details.

Information displayed on a ticket

The following table describes the information that you find on incidents, work orders, tasks, and service requests.

On this page