Enabling Shared Ticket Console

To enable or disable Shared Ticket console

As a new customer onboarding BMC Helix ITSM, the BMC Helix Innovation Studio-based Shared Ticket Console is enabled by default. To view the classic Ticket Console, you must set the value of the enableSharedTicketConsole CCS parameter to FALSE.

You can enable or disable the BMC Helix Innovation Studiobased Shared Ticket Console by following the below steps:

1. In a browser, enter the following URL address to access the Remedy AR System:
   http://midTierServer:portNumber/arsys/
2. Select AR System Administration > AR System Administration Console.
3. Select System > General > Centralized Configuration.
4. From Component Name, select com.bmc.arsys.smartit > *.
5. Enter enableSharedTicketConsole in the Setting Name column.
6. Perform one of the following steps:

• • Enter true in the Setting Value column to enable the Shared Ticket Console
  • Enter false in the Setting Value column to disable the Shared Ticket Console. 

To display the classic Smart IT ticket console

1. On the Dashboard, select Configuration > Screen Configuration.
2. From Global Menu, click Add/Remove Menu Items.
3. In Add/Remove Menu Items, click Add Menu Item.

4. In URL/URI, enter the URL of the old ticket console.

   
    

5. In Localized Labels to Show, enter the name to refer to the old ticket console.

   
    

6. Click Save.

Where to go from here

The following table describes a few more customizations that you can make to the Ticket Console components for different scenarios: