This documentation supports the 21.05 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

Creating tickets from an asset

As a service desk agent, you create tickets that are directly related to an asset. Instead of using two separate steps to create a ticket and then relate it to the asset, you can create an incident, a work order, or a change request ticket directly from the asset. Doing so saves time and when information is copied from the asset to the ticket, you ensure consistency between the two. 

The logged-in user name, the asset name, and the product category from the asset is pre-populated in the ticket created from an asset. Your name is displayed in the Customer field as the submitter of the ticket. You can edit and change the user and submit the ticket on behalf of that user. You can add tasks and relate assets, knowledge articles, and tickets to the ticket that you are creating.

To create a ticket from an asset

  1. From the Console menu, select Asset Console.
  2. Enter the search filters and click Search. From the search result, select the required asset.
  3. On the Related Items tab, click Create related.
  4. Select the ticket type that you want to relate to the asset.
    image2021-2-22_17-8-19.png
    A new ticket opens in draft mode with some information pre-populated from the original ticket.
  5. Update the new ticket as needed and save it.
    The new ticket opens. The asset is displayed on the Configuration Item tab of the new item.

In Smart IT, you can create a ticket by scanning an asset or manually.

Perform the following steps to create a ticket by scanning an asset:

 If you do not know asset details, you can search for the asset by scanning its QR code or barcode by using the scanning feature on a Google Android or Apple iOS device.

  1. On the Update page, tap the Menu icon Menu icon.jpg to display the navigation pane.
  2. Tap Search and select Or search by code scanning.
    The scanner is activated.
  3. To scan the asset, place your device's camera over the QR code or barcode. 
    After the code is scanned successfully, the asset details are displayed in the asset profile.
  4. Scroll down to the asset profile page, and tap Related Items.
  5. On the Related Items page, tap Actions and select the appropriate option to create a related incident, work order, or change request ticket.
    The selected ticket type is displayed.
  6. Enter the necessary details in the ticket form, and tap Save.
    The related ticket appears on the Related Items tab of the asset. Similarly, the asset appears on the Related Items tab of the ticket.

For additional information, see Creating-and-managing-change-requests and Overview-of-ticket-creation.

Perform the following steps to create a ticket manually:

  1. Use one of the following methods to navigate to an asset:
    • In Smart IT, find the asset by using the global Search box.
    • In the Asset Console, specify filters to identify the asset.
  2. Open the asset.
  3. On the Related Items tab, click +Create and select the appropriate option to create a related incident, work order, or change request ticket. 
    The selected ticket type is displayed.
  4. Enter the necessary details in the ticket form and, depending on the type of ticket, click Confirm+Save or Submit Change.
    The related ticket appears on the Related Items tab of the asset. Similarly, the asset appears on the Related Items tab of the ticket.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*