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Configuring actions
Actions are events triggered in BMC Helix ITSM. These events can open a specified URL or URI or send a signal to the Mid Tier server to perform a specific activity, such as opening a Google search page with the search string specified in the accelerator and opening ticket details in Mid Tier.
To configure actions, you must have AR System administrator permissions. To run actions, you must have access to the ticket or item in BMC Helix ITSM. Service desk agents can run these actions in BMC Helix ITSM. When service desk agents work in BMC Helix ITSM, actions provide them a quick access to different sources of information. For example, when resolving a ticket, they can refer to the information provided by defined actions and determine how to proceed.
Warning
Important
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 BMC Helix ITSM. You must create active links in AR System.
