This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Adding the Impacted area filters and the Line of Business (LoB) switcher in Shared Ticket Console

If you have created customized views for BMC Helix Innovation Studio based Shared Ticket Console 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 enable the Line of Business (LoB) switcher and to add the following Impacted area filters:

  • Change impacted company  
  • Change impacted region  
  • Change impacted site group  
  • Change impacted site  
  • Change impacted organization  
  • Change impacted department 

Related topics

Reconciling-customized-views-after-the-upgrade

Managing-your-work-by-using-Ticket-Console

Accessing and navigating the asset console


To add the Impacted area filters in Shared Ticket Console

  1. Log in to BMC Helix Innovation Studio in Best Practice mode.
  2. On the Workspace tab, click Applications.
  3. Click ITSM Application.
  4. On the Views tab, click the customized copy view of the default view Default IT Ticket Console SM.

    Preset_STC_1.jpg

  5. Select the Record grid component and then in Properties, click Edit grid columns.

    image-2024-1-16_15-58-11.png

  6. From the list of available columns, add the following columns with their respective field values:

    Column

    Column header

    Typeahead keystroke count 

    Filterable

    Impacted_company

    Change impacted company

    3

    Select the Filterable check box

    Impacted_region

    Change impacted region

    3

    Select the Filterable check box

    Impacted_sitegroup

    Change impacted site group

    3

    Select the Filterable check box

    Impacted_site

    Change impacted site

    3

    Select the Filterable check box

    Impacted_organization

    Change impacted organization

    3

    Select the Filterable check box

    Impacted_department

    Change impacted department

    3

    Select the Filterable check box

  7. Click Save.


To add the Line of Business (LoB) switcher in Shared Ticket Console

  1. Log in to BMC Helix Innovation Studio in Best Practice mode.
  2. On the Workspace tab, click Applications.
  3. Click ITSM Application.
  4. On the Views tab, click the customized copy view of the default view Default IT Ticket Console SM.

    Preset_STC_1.jpg

  5. From Shared Components in Palette, add LOB List next to the Refresh icon.

    image-2024-1-16_16-41-7.png

  6. In the Properties area, under General, in the Display Label field, enter Line Of Business.
  7. Select Data Source as ALL.
  8. From Record Definition name, select Line of Business.
  9. In Record Definition Filters, select Click to build an expression.
  10. In the Edit expression window, in the Expression for Record Definition Filters box, enter '7'="1".

    image-2024-1-16_17-3-37.png

  11. Turn off the Left Align Label toggle key.
  12. In Mode, select Menu.
  13. Turn on the Enable Local Storage toggle key.
  14. Turn off the Add None toggle key.
    This property is used to add an LoB named None. If you want, you can turn on the toggle key to add the None LoB.

 

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