Managing your own people record

View basic information about the people in your organization and provide links to other records that are related to the person in People profiles. Every person in your organization has a profile. For example, in 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.

Customer profiles

Customer profiles provide a complete 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 Handling tickets dynamically with 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 Setting-configuration-parameters-in-BMC-Helix-ITSM.

For this release, this information is not localized.
The customer's support group.
Digital Workplace service requests.
Twitter and LinkedIn details.

https://youtu.be/1Cy_tfQTrlQ

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 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

Service desk agents receive a notification when they have successfully completed an assignment. For more information on notifications, see Configuring-notifications.

Instructions for classic interfaces

View instructions for Mid Tier

As a BMC Helix ITSM user, you can reset your own password from different locations depending on your permissions and which mode you are in. Also, you can update your own people record for adding an alternate approver for yourself.

To add alternate approver information for yourself

From the Applications menu, select Administrator Console > Application Administration Console > Custom Configuration > Foundation > People > People, and then click Open.
Search a people record of yourself.
Select your record, and then click the Alternate Approvers tab.
Click Update Alternate Approvers.
To locate the alternate approver, click Search.
In the People Search form, select the alternate approver, and then click Select.
Select the start date and the end date.
(Optional) In the Notify Alternate field, select whether to notify the alternate approver.
If you choose to notify the alternate approver, the person is notified of the assignment.
In the Covering field, select whether this alternate approver is for all approvals or only for a specific process.
If you selected Specific Process in the Covering field, select the applicable process in the Process field; for example, Major Account Level Approval.
Click Add.

To reset your password from the People form

From the Application Administration Console, click the Custom Configuration > Foundation > People > People, and then click Open.
Search for people record of yourself.
Select the Login/Access Details tab as shown in the following figure:
In the Password field, enter a simple password and click Save.
At this point, password guidelines are not enforced. If the Enforce Policy and Restrictions setting in the Action Request System Use Password Management Configuration form is turned on, then at the next time you log on, you are prompted to change your password adhering to the password guidelines. For more information about the Action Request System User Password Management Configuration form, see Enforcing a password policy.

To change your password by using the Update Password link

From the Application Administration Console, select the Custom Configuration > Foundation > People > People, and then click Open.
Search your own people record for yourself.
The Change Password link becomes available in the Quick Links menu in the sidebar of the People form.
Tip
The Change Password link also becomes available if you select your own People record for modification.
Click the Change Password link.
The Change Password dialog box is displayed. The User Name field is populated with your user name.
Enter your current password followed by your new password twice.
Click Save.