Viewing and updating problem investigations and known errors

After you create a ticket, you can change the details or add new information to it. For example, you can update the ticket status, add activity notes, or change the customer and contact information.

Keeping ticket information current helps you to make better informed decisions about how to manage the ticket, keeps your personal and group statistics up to date, and helps keep the affected customer informed about the progress of the ticket.

You can quickly update ticket information by clicking the Refresh button instead of using the browser back button to view the latest ticket detail. For example, updates are not displayed automatically when Impact Analysis and Approvals changes are done for a change ticket. Click Refresh to view the latest information for the ticket.

Related topics

Navigating-the-ticket-console

Managing your work in BMC Helix ITSM console

When you try to update the customer (Requested For user) name, the system searches for matching people that belong to the same company as the original customer. This behavior prevents a cascade of changes to key ticket information that is tied to the customer's company, such as the affected service, affected asset, categorization, assignment, and so on. If you need to select a customer from a different company, you must create a new ticket.

The updated customer information is passed to the related service request (if any). Customer information must be updated manually in tasks and other related ticket types.

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