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Opening an incident request by using the display ID

You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You must have the required permission to view a ticket.

For example, when you open an incident, the GUID of the incident is displayed in the URL:

INC_GUID.png

In addition, instead of navigating through multiple screens of the Ticket Console, you can directly navigate to the ticket profile page by replacing the <ticketPV>/GUID with <ticket>/displayid/<Display ID of the ticket> in the URL:

INC_Displayid.png

Warning

Important

  • You should not use any special character or % or wrong ticket type in the URL. In this case, either the dashboard is opened or you stay on the same page without any error message.
  • After opening a ticket by using the display ID in the URL, if you click the back button to go back to the previous page, it does not work in certain browsers.

Opening tickets in the Advance Response Navigation-based interface of BMC Helix ITSM

When the Advance Response Navigation (IS Navbar) is enabled in BMC Helix ITSM, you must open an incident, work order, task, change, problem, known error, or release ticket by using the following URL format:

https://<IS_BASE_URL>/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=<ticket type>&displayId=<display id>

Instead of navigating through multiple screens of BMC Helix ITSM, you can directly navigate to the ticket profile page by replacing the following URL elements:

  • IS_BASE_URL with the IS-based BMC Helix ITSM server
  • ticketType=<ticket type> with the appropriate ticket type
  • displayId=<display id> with the display ID of the ticket

For example, to open an incident with a display ID ​​​INC000000000001 in BMC Helix ITSM, where Advance Response Navigation (IS Navbar) is enabled, enter the following URL:

https://mycompany-is.onbmc.com/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=incident&displayId=INC000000000001

View examples of opening other ticket types in the Advance Response Navigation–based ITSM
  • To open a change request with a display ID ​​​CHQ000000000001 in BMC Helix ITSM, where Advance Response Navigation (IS Navbar) is enabled, enter the following URL:

https://mycompany-is.onbmc.com/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=change&displayId=CHQ000000000001

  • To open a work order with a display ID ​​​WO000000000001 in BMC Helix ITSM, where Advance Response Navigation (IS Navbar) is enabled, enter the following URL:

https://mycompany-is.onbmc.com/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=workorder&displayId=WO000000000001

  • To open a problem investigation with a display ID ​​​PBI000000000001 in BMC Helix ITSM, where Advance Response Navigation (IS Navbar) is enabled, enter the following URL:

https://mycompany-is.onbmc.com/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=problem&displayId=PBI000000000001

  • To open a task with a display ID ​​​TAS000000000001 in BMC Helix ITSM, where Advance Response Navigation (IS Navbar) is enabled, enter the following URL:

https://mycompany-is.onbmc.com/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=task&displayId=TAS000000000001

  • To open a known error with a display ID ​​​PKE000000000001 in BMC Helix ITSM, where Advance Response Navigation (IS Navbar) is enabled, enter the following URL:

https://mycompany-is.onbmc.com/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=knownerror&displayId=PKE000000000001

  • To open a release request with a display ID ​​​RLM000000000001 in BMC Helix ITSM, where Advance Response Navigation (IS Navbar) is enabled, enter the following URL:

https://mycompany-is.onbmc.com/helix/index.html#/com.bmc.dsm.itsm-applications/view/com.bmc.dsm.itsm-applications:Ticket%20Display%20ID?ticketType=release&displayId=RLM000000000001

 

Related topics

Managing your work in BMC Helix ITSM console

Information-displayed-on-a-ticket

Success

Tips

  • Search for tickets by filtering and sorting tickets in the Ticket Console. See Managing your work in BMC Helix ITSM console.
  • After you open ticket details in the universal client, click the Pencil icon associated with a group of fields to open those fields in edit mode, which allows you to update the field contents.
  • Click the Print icon in the universal client to open a preview, and then print ticket details.

 

Instructions for classic interfaces

View instructions for classic Smart IT

You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You must have the required permission to view a ticket.

For example, when you open an incident, the GUID of the incident is displayed in the URL:

DisplayID_1.jpg

In addition, instead of navigating through multiple screens of the Ticket Console, you can directly go to the ticket profile page of another ticket by replacing the GUID with /displayid/<Display ID of the ticket> in the URL:

DisplayID_2.jpg

 

 

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BMC Helix ITSM: Service Desk 25.2