Customizing Shared Ticket Console

To add a new field to Shared Ticket Console

Any custom field created for a ticket must be added to the custom record definition, to make it visible in Shared Ticket Console. 

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
2. Click Applications.
   
3. Click ITSM Application.
4. On the Records tab, click ITSM Tickets CRD.
5. Click New Field in ITSM Tickets CRD, and select the required datatype for the field.

6. In the DETAILS section, provide the following details for the field:
   

   Field	Description
   (Optional) Named List	Select the named list that you want to associate with the record field.
   Description	Enter the description for the record field.
   (Optional) Field ID	Enter the field ID for the field. If you leave this field blank, the field ID is generated automatically.
   Name	Enter the name of the record field.

7. In the FIELD MAPPINGS section, click Add/Remove Field Mappings, select the source record definition, and from the Source Field list select the source field that you want to map the newly added field.
   At runtime, the newly added field displays the data from the field that you selected from the Source Field list.
8. Click Save. 

Selection fields provide users with a group of options from a list. A selection field can be for a single selection or for multiple selection. To add field mapping for selection fields, see Creating or modifying custom record definitions.

Watch the following video to see how you can add a field to Shared Ticket Console:

https://youtu.be/H8YevgnTB8Q

To map a custom selection option to the source selection field option

Any custom selection options created for a selection field must be added to the ticket console record grid, to make it visible in Shared Ticket Console. For example, let's say, for the Task ticket type, you have created Deferred as a custom selection option for the Status field. 

Perform the following steps to map a custom selection field option:

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
2. Click Applications.
   
3. Click ITSM Application.
4. On the Records tab, click ITSM Tickets CRD.
5. Select the field for which you want to add the custom field value.
   For example, select Consolidatedstatus.
   
   
   
   
6. In the DETAILS section, next to Options, click Edit.
7. Click Add Option.
8. Enter the custom field value under Name, and click Map values.
   
   
   
   
9. Click Add Option next to the source record definition.
   For example, Task.
10. From the Option list, select the option from source selection field to map to this option, and click Save.
    
    
    
    
11. Click Save again to close the Add/Remove Selection Options window.
12. Click Save again to save the changes to the record grid.

To add a new ticket type to Shared Ticket Console

Shared Ticket Console supports the following ticket types out of the box:

• Help Desk
• Infrastructure Change
• Problem Investigation
• Known Error
• Release 
• Request
• Task
• Work Order
• Activity

Perform the following steps to add a new ticket type to Shared Ticket Console:

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab. 
2. Click Applications.
   
   
3. Click ITSM Application.
4. On the Records tab, click ITSM Tickets CRD.
   
   
5. To add a record definition, click Add Source Record Definition.
   
   
6. In the Add Record Definition dialog box, from the Record Definition Name list, select the source record definition and click Save.
   
7. Select any field and in the FIELD MAPPINGS section, click Add/Remove Field Mappings.
   The Add/Remove Field Mappings window displays sections for each of the source record definitions you have selected.
8. Select the source record definition, and from the Source Field list, select the source field that you want to map with the selected field.
   
   
9. Click Save.

10. Repeat steps 7, 8, 9 to map all the fields to their respective source fields.

    Important

    You must map all the fields to view them in Shared Ticket Console.

11. (Optional) If you want to delete the source record, click the close icon.
    

    Important

    When you delete the source record, all the fields in the source record and their mapping to the custom record definition are deleted.

Customizing Shared Ticket Console views

In BMC Helix Innovation Studio, a view definition is a graphical representation of an application. The BMC Helix Innovation Studio based Shared Ticket Console uses view definitions or views that define the console's user interface. You can customize a view by arranging the data items in a specific order or showing only specific items. To customize the out-of-the-box views, you must create a new view by copying a default view.

You can access the views from the Manage Views section under Screen Configuration in Innovation Studio Configuration in BMC Helix ITSM. The default out-of-the-box views are displayed inside the placeholder views in the Manage Views section. For example, IT Ticket Console is a placeholder view for the main interface of Shared Ticket Console. Petramco Ticket Console is the view copied from the default out-of-the-box view and it's the actual view that defines the console's interface. The out-of-the-box default view Default IT Ticket Console SM is replaced by the copied view name Petramco Ticket Console inside the placeholder view.

The following default views are available for customization out of the box for Shared Ticket Console:

To customize a view by copying a default view

You can customize Shared Ticket Console by customizing the views. To customize a view, you must create a new view first by copying a default view.

1. From the menu bar, select Configuration > Innovation Studio Configuration.
2. In the Settings pane, select Screen Configuration > Manage Views.
3. Click for the ticket console view that you want to customize.
   
   
   
   
4. Click Copy default view.

5. Enter a view name.
   For example: Petramco Ticket Console.
   

   Best practice

   Whenever you create a copy of the out-of-the-box default views, add your organization name in front of the name in the View Name field. This way, you can easily differentiate between your custom views and the out-of-the-box views, and also avoid upgrade error. For example, you create a custom view for Work order and name the view as Default_WO_Quick_View. In the latest version, if BMC adds a new view for Work order out of the box with the same name for the view, you get the following error while upgrading:

   ERROR (1701): Duplicate view definition; com.bmc.dsm.itsm-applications:Default_WO_Quick_View, WARNING (55): The following item was not imported
6. Click Copy. 
7. Click Activate.
   Shared Ticket Console uses the new view that you created. 

To add a column to the ticket console record grid

Any newly added field or any field that is not visible in Shared Ticket Console must be added to the ticket console record grid, to make it visible in Shared Ticket Console.
Perform the following steps to add a column to the record grid:

1. In the customized view that you created by copying a default view, click Edit.
2. Select Record grid > Properties > Edit grid columns.
3. In Available columns, click   <column name>.
4. In Selected Columns, select properties of the new column.
   
5. Click Save.

You can customize the ticket console record grid by adding columns to the grid, enabling sorting, filtering of the columns, and so on. For more about information about record grid, see record grid. 

To edit the properties of Shared Ticket Console record grid columns

1. In the customized view that you created by copying a default view, click Edit.
2. Select the Record grid > Properties > Edit grid columns.

3. Expand the column that you want to edit.
   You can modify the following column properties:

   Property	Description
   Column header	Specifies the name of the column.
   Visible	Enables the column visibility on the view. Clear this property to hide the column.
   Sortable	Enables the sorting of the columns.
   Filterable	Enables filtering of the columns.
   Searchable	Enables searching in the columns.
   Wrap text	Enables text wrapping. You can also align the text.
   Width	Sets the width of the column.

4. Click Save.

(Click the play icon to see how to edit the column properties of the grid)

To customize view presets

You can edit the defined filters in view presets. For example, you can edit the Create date filter in the All critical tickets view preset to show the tickets that are open for the past week, but not for the past 30 days.

1. In the customized view that you created by copying a default view, click Edit.
2. Select Record grid > Properties > Edit view presets.
3. Expand the preset that you want to modify.
4. Click Edit grid columns.
   
   
   
   
5. Click the column that you want to add to the preset, and select Visible.
6. Click Save.
7. Click Filter.
   Add or change filters.
8. Click Apply filters.

(Click the play icon to see how to edit view presets)

To update the maximum number of tickets in bulk

By default, you can perform bulk actions on 50 tickets at the most. However, you can change this number according to your requirements.

1. Click the customized view that you created by using the steps in To customize a view by copying a default view.
2. Select the bulk action; for example, Update status.
3. In the Properties window, under Condition, click the expression.
   
   
   
4. Under Expression for Disabled, change the value of Selected row count to 30.
   With this change, the maximum number of tickets that you can update the status of is set to 30.
   
   
   
5. Click OK.
6. Click Save.