Adding selection boxes for the Ticket type filter

If you have created customized views for BMC Helix Innovation Studio based Shared Ticket Console, or Calendar, and you upgrade from BMC Helix ITSM version 22.1.07 or earlier, you must update your customized views as described in this topic to add selection boxes for the different ticket types in the filters.

To add selection boxes for the Ticket type in the Shared Ticket Console

Log in to BMC Helix Innovation Studio in Best Practice mode.
On the Workspace tab, click Applications.
Click ITSM Application.
On the Views tab, click the customized copy view of the default view Default IT Console Console SM.
Select the Record grid component and then in Properties, click Edit grid columns.
From the list of available columns, add Data Provider ID.
Enter Column header value as Ticket type.
Select the Sortable, and Filterable check boxes.
Click Edit named filter options.
Click Add named filter option and enter the Filter option name value, for example, Release.
To add an expression for Filter, click Click to build an expression.
From Available values, add Ticket type and enter the form name, for example, Ticket type = "RMS:Release".

Repeat steps 10 through 12 and add the following named filter options with their respective filter expressions:

Filter option name	Filter (expression)
Release	Ticket type = "RMS:Release"
Service Request	Ticket type = "SRM:Request"
Known Error	Ticket type = "PBM:Known Error"
Problem Investigation	Ticket type = "PBM:Problem Investigation"
Change	Ticket type = "CHG:Infrastructure Change"
Activity	Ticket type = "AAS:Activity"
Task	Ticket type = "TMS:Task"
Work Order	Ticket type = "WOI:WorkOrder"
Incident	Ticket type = "HPD:Help Desk"

Data Provider filter.jpg

Click Save.

To add selection boxes for the Ticket type filter in Calendar

Log in to BMC Helix Innovation Studio in Best Practice mode.
On the Workspace tab, click Applications.
Click ITSM Application.
On the Views tab, click the customized copy view of the default view Default Calendar.
Select the Calendar component and then in Properties, click Edit filter mappings.
From the list of available fields, add Data Provider ID.
Update the field values as given in the following table:
Field
Value
Field Label
Ticket Type
Select Named List
Ticket Type
Minimum length for search term
0
Search Limit
50
Click Edit named filter options.
Click Add named filter option and enter the Filter option name value, for example, Release.
To add an expression for Filter, click Click to build an expression.
From Available values, add Ticket type and enter the form name, for example, Ticket type = "RMS:Release".
Select the Enable named filter check box.

Field	Value
Field Label	Ticket Type
Select Named List	Ticket Type
Minimum length for search term	0
Search Limit	50

Repeat steps 9 through 12 and add the following named filter options with their respective filter expressions:

Filter option name	Filter (expression)
Release	Ticket type = "RMS:Release"
Outage	Ticket type = "AST:CI Unavailability"
Business Event	Ticket type = "Business Time Shared Entity-Entity Association_Join_Join"
Problem Investigation	Ticket type = "PBM:Problem Investigation"
Change	Ticket type = "CHG:Infrastructure Change"
Task	Ticket type = "TMS:Task"
Incident	Ticket type = "HPD:Help Desk"

Data Provider Calendar filter.jpg

Click Save.

Adding selection boxes for the Ticket type filter

To add selection boxes for the Ticket type in the Shared Ticket Console

To add selection boxes for the Ticket type filter in Calendar

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