This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

People profiles in Smart IT

People profiles show you basic information about the people in your organization, and provide links to other records that are related to the person. For example, if you open a customer's profile, you will see their contact information, which department they work for, and links to any open tickets, assigned assets, and so on. Every person and asset in your organization has a profile.

Related topic

Synchronizing people information for BMC Helix ITSM

Because profile records are linked to other records, you can easily see and understand the connections among people, assets, and the help desk. For example, if you are looking at a People profile and need to get more information about the laptop assigned to the person, you can open the laptop asset profile to discover information identifying the laptop, ownership information, a list of applicable contracts, activities related to the laptop, and more. You can also find records linked to the laptop, such as incidents, change requests, and work orders. From any of those records, you can drill down to discover more information related to your line of inquiry.

People profiles are slightly different for customers and service desk agents. This topic explains how you can work with people profiles in Smart IT.

Customer profiles

Customer profiles provide a complete business-context view of the customer by displaying essential information about the person at a glance. This information helps service desk agents more quickly align their service delivery with the customer's needs.

Important

Service desk agents with Contact People Admin permission or Contact People User permission along with Contact Organization Admin or Contact Support Admin permissions can create new customer profiles from Smart Recorder in the universal client. For more information, see To create a new customer profile from Smart Recorder.

The following information is included in a customer profile:

  • The person's name and their role in the organization
  • The person's location and contact information. If a supported map license is installed, a map view of the person's physical location is included.
  • The customer's timeline view
  • The assets assigned to the customer
  • Any open and resolved tickets associated with the customer for the last 180 days or the number of days as set in the restrictPersonProfileResultForNoOfDays parameter in Centralized-configuration.
    21302 Open Tickets.png
    For this release, this information is not localized.
  • The customer's support group
  • Digital Workplace service requests
  • Twitter and LinkedIn details

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If Progressive Web Apps is enabled

  • You can use Twitter or LinkedIn links to view person profile in Twitter or LinkedIn.
  • You can send an email to the customer directly from the profile in Smart IT.
  • The tooltip that describes how old the tickets are is not displayed.

Service rating and escalations

The customer profile also shows the following service indicators, from which you can judge the sensitivity of the customer:

Service indicator

Description

Service Rating

Shows the average rating for questions the customer answered on service request surveys over the last year. Since the questions can be answered on a scale of 1 to 10 (lowest to highest), the value is divided in half for display on a 5 star scale. For example, an average rating of 8 on survey responses displays as 4 stars in Smart IT.

Calculation:

(average survey response rating)/2

select ratings(*) from the SRM:Survey form
where
Login_ID = “$LoginID”
AND '7' >= 1
AND Last_Surveyed_Date >= $Last 365 days

Note: The system uses the login ID to match the survey answers with the customer profile that is displayed. The value in field ID 7 (the Status field) must be greater than 1 to include results for submitted surveys. Unanswered questions are not considered when the average is calculated.

Escalations in Last Month

Shows how well the service desk has met the service level agreements (SLAs) that apply to the customer in the last 30 days. To avoid duplication, incidents and work orders associated with escalated service requests are not counted.

Calculation:

number of escalated service requests + number of escalated incidents (not associated with service requests) + number of escalated work orders (not associated with service requests)

number of escalated service requests =

select(*) from the SRM:Request form
where 
(Requested_For_Login_ID =$loginId OR Requested_For_Person_ID = $loginId) 
AND (SLM_Status = 2 OR SLM_Status = 3 ) 
AND Submit_Date > $Last 30 days

number of escalated incidents (not associated with service requests) =

select(*) from the HPD:Help Desk form
where
(Customer_Login_ID =$loginId OR Person_ID = $loginId) 
AND (SLM_Status = 3 OR SLM_Status = 4 ) 
AND Submit_Date > $Last 30 days 
AND SRID = $NULL$

number of escalated work orders (not associated with service requests) =

select(*) from the WOI:WorkOrder form
where
(Requestor_ID =$loginId OR Customer_Person_ID = $loginId) 
AND (SLM_Status = 3 OR SLM_Status = 4 ) 
AND Submit_Date > $Last 30 days 
AND SRID = $NULL$

Note: The SLM_Status values include results where one or more service targets were breached:

Service requests:

2 = Service target breached

3 = All service targets breached

Incidents and work orders:

3 = Service target breached

4 = All service targets breached

Service desk agent profiles

Service desk agent profiles include much of the same essential information as that of customers, and more. The following information is included in a service desk agent profile:

  • Open tickets assigned to the agent
  • The support groups the agent belongs to
  • Knowledge articles the agent has authored

The system also lets service desk agents know when they have successfully completed an assignment. For more information on notifications, see Configuring-notifications-for-Smart-IT.

 

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