This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Creating incidents, service requests, and work orders

Use Smart IT to create and manage tickets through out their lifecycle: from creation to closure. Smart IT helps you to resolve tickets by proactively suggesting related tickets and knowledge articles that you can use to understand how other, similar tickets were resolved. Smart IT also uses a chat feature to help you collaborate in real time with colleagues and the customers who requested the incident.

If the administrator has enabled Progressive Views, you can use the screens that are delivered by using the Progressive Web Application technology. For more information about Progressive Views, see Progressive web application development(Action Request System documentation).

Where to start

Depending on the type of ticket that you are creating, start with one of these topics:


Related topics

Viewing-and-updating-tickets

Resolving-tickets-with-the-help-of-Knowledge-articles-using-Smart-IT

 

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