Enabling bulk relating of tickets and assets 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 23.3.01 or earlier, you must update your customized views as described in this topic to be able to relate the tickets and assets in bulk.

Related topics

Reconciling-customized-views-after-the-upgrade

Managing your work by using Ticket Console

image-2024-6-18_19-53-59.png


To enable the relating of tickets in bulk 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. (Skip this step if the ActiveApprovalCheck standalone field is already added to the custom view) From Shared Components in Palette, add a Standalone Field at the end of the view.
    Update the general properties of the standalone field with values given in the following table:

    Property

    Value

    Expression path

    Name

    ActiveApproval_CRQ,Release

    Not applicable

    Display Label

    ActiveApprovalCheck

    Not applicable

    Value

    Active Approval

    image-2024-6-18_12-46-44.png

    Hidden

    Turn on the Hidden toggle key, with the At all times condition.

    Not applicable

    image-2024-6-18_19-10-49.png

  6. From Basic components in Palette, add an Action button to the Record Grid.

    1. Update the general properties of the action button with values given in the following table:

      Property

      Value

      Label

      Relate tickets

      Style

      Tertiary

      Size

      Default

      Icon

      Link (ADAPT)

      Icon alignment

      Left

      Available on devices

      Desktop, Mobile, Tablet

      image-2024-6-18_19-27-13.png

    2. Turn on the Disabled toggle key and from the new dropdown that appears, select When condition is true.
    3. To add a condition, click Click to build an expression.

    4. Add the following expression for Disabled:

      image-2024-6-18_13-0-49.png

      Expression path

      ​NOT SAME(image-2024-6-18_13-1-59.png) OR INCLUDES(image-2024-6-18_13-2-26.png,11) OR (INCLUDES(image-2024-6-18_13-2-42.png,0) AND image-2024-6-18_13-7-5.png!= "1") OR (image-2024-6-18_13-4-6.png,1) AND image-2024-6-18_13-8-6.png!= "1") OR ((INCLUDES(image-2024-6-18_13-4-42.png,2) OR INCLUDES(image-2024-6-18_13-4-51.png,3)) AND image-2024-6-18_13-9-16.png!= "1") OR (INCLUDES(image-2024-6-18_13-5-26.png,8) AND image-2024-6-18_13-9-46.png!= "1") OR (INCLUDES(image-2024-6-18_13-5-39.png,10)AND image-2024-6-18_13-10-27.png!= "1") OR (INCLUDES(image-2024-6-18_13-6-2.png,5)) OR (INCLUDES(image-2024-6-18_13-6-13.png,9)) OR image-2024-6-18_13-13-44.png > 10

    5. Under Actions, select Standard button as Display mode.
    6. Click Edit actions.
    7. Add the following actions from Available actions with their respective values and expressions:

      1. Launch process

        Field

        Value

        Expression path

        Condition

        Request type = Change

        image-2024-6-18_18-50-8.png=image-2024-6-18_18-50-23.png

        Process to start

        Select Relate Tickets Check Change Pending Approval in ITSM application

        Not applicable

        Wait for process completion

        Turn on the toggle key

        Not applicable

        TicketsIDs

        Selected rows

        image-2024-6-18_18-50-43.png

      2. Launch process

        Field

        Value

        Expression path

        Condition

        Not applicable

        Not applicable

        Process to start

        Select RelateTickets_CollectSelectedTickets in ITSM application

        Not applicable

        Wait for process completion

        Turn on the toggle key

        Not applicable

        TicketsIDs

        Selected rows

        image-2024-6-18_18-50-43.png

      3. Open view

        Field

        Value

        Expression path

        Condition

        Not applicable

        Not applicable

        View

        Select Relate Tickets View in ITSM application

        Not applicable

        Ticket_IDs

        composedTicketsIDs

        image-2024-6-18_18-58-36.png

        sourceForm

        parentFormName

        image-2024-6-18_18-58-50.png

        mappingName

        "relateTickets"

        Not applicable

        Request type

        "Tickets"

        Not applicable

        Presentation

        Docked right modal

        Not applicable

        Size

        Large (1024 px)

        Not applicable

        Title

        Relate tickets

        Not applicable

      4. Refresh

        Field

        Value

        Expression path

        Condition

        Not applicable

        Not applicable

        View/Component

        Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)

        image-2024-6-18_19-2-35.png

  7. Click Save.


To enable the relating of assets in bulk 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. (Skip this step if the ActiveApprovalCheck standalone field is already added to the custom view) From Shared Components in Palette, add a Standalone Field at the end of the view.
    Update the general properties of the standalone field with values given in the following table:

    Property

    Value

    Expression path

    Name

    ActiveApproval_CRQ,Release

    Not applicable

    Display Label

    ActiveApprovalCheck

    Not applicable

    Value

    Active Approval

    image-2024-6-18_12-46-44.png

    Hidden

    Turn on the Hidden toggle key, with the At all times condition.

    Not applicable

  6. From Basic components in Palette, add an Action button to the Record Grid.

    1. Update the general properties of the action button with values given in the following table:

      Property

      Value

      Label

      Relate assets

      Style

      Tertiary

      Size

      Default

      Icon

      Link (ADAPT)

      Icon alignment

      Left

      Available on devices

      Desktop, Mobile, Tablet

      image-2024-6-18_19-28-25.png

    2. Turn on the Disabled toggle key and from the new dropdown that appears, select When condition is true.
    3. To add a condition, click Click to build an expression.

    4. Add the following expression for Disabled:

      image-2024-6-18_19-31-39.png

      Expression path

      ​NOT SAME(image-2024-6-18_13-1-59.png) OR INCLUDES(image-2024-6-18_13-2-26.png,11) OR (INCLUDES(image-2024-6-18_13-2-42.png,0) AND image-2024-6-18_13-7-5.png!= "1") OR (image-2024-6-18_13-4-6.png,1) AND image-2024-6-18_13-8-6.png!= "1") OR ((INCLUDES(image-2024-6-18_13-4-42.png,2) OR INCLUDES(image-2024-6-18_13-4-51.png,3)) AND image-2024-6-18_13-9-16.png!= "1") OR (INCLUDES(image-2024-6-18_13-5-26.png,8) AND image-2024-6-18_13-9-46.png!= "1") OR (INCLUDES(image-2024-6-18_13-5-39.png,10)AND image-2024-6-18_13-10-27.png!= "1") OR (INCLUDES(image-2024-6-18_13-6-2.png,5) AND image-2024-6-18_19-39-0.png!= "1") OR (INCLUDES(image-2024-6-18_13-6-13.png,9)) OR image-2024-6-18_13-13-44.png > 10

    5. Under Actions, select Standard button as Display mode.
    6. Click Edit actions.
    7. Add the following actions from Available actions with their respective values and expressions:

      1. Launch process

        Field

        Value

        Expression path

        Condition

        Request type = Change

        image-2024-6-18_18-50-8.png=image-2024-6-18_18-50-23.png

        Process to start

        Select Relate Tickets Check Change Pending Approval in ITSM application

        Not applicable

        Wait for process completion

        Turn on the toggle key

        Not applicable

        TicketsIDs

        Selected rows

        image-2024-6-18_18-50-43.png

      2. Launch process

        Field

        Value

        Expression path

        Condition

        Not applicable

        Not applicable

        Process to start

        Select RelateTickets_CollectSelectedTickets in ITSM application

        Not applicable

        Wait for process completion

        Turn on the toggle key

        Not applicable

        TicketsIDs

        Selected rows

        image-2024-6-18_18-50-43.png

      3. Open view

        Field

        Value

        Expression path

        Condition

        Request type = Change OR Request type = Release

        image-2024-6-18_19-46-44.png= image-2024-6-18_19-47-15.pngOR image-2024-6-18_19-47-34.png=image-2024-6-18_19-48-19.png

        View

        Select Relate Tickets View in ITSM application

        Not applicable

        Ticket_IDs

        composedTicketsIDs

        image-2024-6-18_18-58-36.png

        sourceForm

        parentFormName

        image-2024-6-18_18-58-50.png

        mappingName

        "relateTicketsAsset"

        Not applicable

        Request type

        "Assets"

        Not applicable

        Presentation

        Docked right modal

        Not applicable

        Size

        Large (1024 px)

        Not applicable

        Title

        Relate asset

        Not applicable

      4. Open view

        Field

        Value

        Expression path

        Condition

        ​Request type != Change OR Request type != Release

        image-2024-6-18_19-46-44.png!= image-2024-6-18_19-47-15.pngOR image-2024-6-18_19-47-34.png!=image-2024-6-18_19-48-19.png

        View

        Select Relate Tickets View in ITSM application

        Not applicable

        Ticket_IDs

        composedTicketsIDs

        image-2024-6-18_18-58-36.png

        sourceForm

        parentFormName

        image-2024-6-18_18-58-50.png

        mappingName

        "relateTickets"

        Not applicable

        Request type

        "Assets"

        Not applicable

        Presentation

        Docked right modal

        Not applicable

        Size

        Large (1024 px)

        Not applicable

        Title

        Relate asset

        Not applicable

      5. Refresh

        Field

        Value

        Expression path

        Condition

        Not applicable

        Not applicable

        View/Component

        Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)

        image-2024-6-18_19-2-35.png

  7. Click Save.


 

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