Displaying the service requests in Shared Ticket Console

To display the service requests 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.
   
   
   
   
5. Select the Record grid component and then in Properties, click Edit grid columns.
6. From the list of available columns, add SRID.
   1. Enter Column header value as Service request Id.
   2. Select the Sortable, Filterable, and Searchable check boxes.
   3. Click Edit actions and then add the following actions from the list of available actions.

      1. Launch URL
         Update the fields with their respective values and expressions as given in the following table:

         Field	Value	Expression path
         Condition	SR instance Id != NULL
         URL	SmartIT URL +"/smartit/app/#/request/"+ SR instance Id	+"/smartit/app/#/request/"+
         Launch behavior	Open in the parent frame	Not applicable

      2. Launch Process
         Update the fields with their respective values and expressions as given in the following table:

         Field	Value	Expression path
         Condition	SR instance Id != NULL
         Process to start	Select Get SR Details in ITSM application	Not applicable
         Wait for process completion	Turn on the toggle key	Not applicable
         SRID	Service request Id

      3. Launch URL
         Update the fields with their respective values and expressions as given in the following table:

         Field	Value	Expression path
         Condition	SR instance Id != NULL
         URL	SmartIT URL +"/smartit/app/#/request/"+ SRInstanceId	+"/smartit/app/#/request/"+
         Launch behavior	Open in the parent frame	Not applicable

      4. Click Save.
7. From the list of available columns, add SRInstanceID.
   1. Enter Column header value as SR instance Id.
   2. Select the Sortable check box.
8. From the list of available columns, add DWP_SRID.
   1. Enter Column header value as Catalog request Id.
   2. Select the Sortable, Filterable, and Searchable check boxes.
   3. Click Edit actions and then add the following actions from the list of available actions.

      1. Launch URL
         Update the fields with their respective values and expressions as given in the following table:

         Field	Value	Expression path
         Condition	Not applicable	Not applicable
         URL	SmartIT URL +"/smartit/app/#/sberequest/"+ Catalog request Id	+"/smartit/app/#/sberequest/"+
         Launch behavior	Open in the parent frame	Not applicable

      2. Click Save.
9. From the list of available columns, add DWP_SRInstanceID.
   1. Enter Column header value as Catalog SR instance Id.
   2. Select the Sortable check box.
10. Click Save.