Enabling clickable ticket statistics cards in Shared Ticket Console

To enable clickable ticket statistics cards 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 Statistics Card Bar component.
6. In the Component properties area, under On Load Actions, click Edit actions.
   
   
   
   
7. From the list of available actions, add Set property.

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

   Field	Value	Expression path
   Condition	Not applicable	Not applicable
   Property path	​Get Query Expression
   Property value	Query Expression

   

9. Click Save.
10. Click the CRITICAL Statistics Card.
    
    To configure the record grid to display all the tickets that have Priority as Critical, perform the following steps:
    1. Under General in Properties, click Edit actions.
    2. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "criticalTickets" AND Stat Card Filter Flag = true	= "criticalTickets" AND = true
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Append	Not applicable

       2. Click Filter and then from the list of available filters, select Priority > Critical.
       3. Click Apply filters.
          
          
          
          
    3. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "criticalTickets" AND Stat Card Filter Flag = false	= "criticalTickets" AND = false
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Remove	Not applicable

       2. Click Filter and then from the list of available filters, select Priority > Critical.
       3. Click Apply filters.
          
          
          
          
    4. Click Save.
11. Click the MAJOR INCIDENTS Statistics Card.
    To configure the record grid to display all the major incident tickets, perform the following steps:
    1. Under General in Properties, click Edit actions.
    2. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "majorIncidents" AND Stat Card Filter Flag = true	= "majorIncidents" AND = true
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Append	Not applicable

       2. Click Filter and then from the list of available filters, select Major_incident > Yes.
       3. Click Apply filters.
    3. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "majorIncidents" AND Stat Card Filter Flag = false	= "majorIncidents" AND = false
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Remove	Not applicable

       2. Click Filter and then from the list of available filters, select Major_incident > Yes.
       3. Click Apply filters.
    4. Click Save.
12. Click the NEEDS ATTENTION Statistics Card.
    To configure the record grid to display all the tickets that need attention, perform the following steps:
    1. Under General in Properties, click Edit actions.
    2. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "needsAttention" AND Stat Card Filter Flag = true	= "needsAttention" AND = true
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Append	Not applicable

       2. Click Filter and then from the list of available filters, select Needs attention > Flagged.
       3. Click Apply filters.
    3. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "needsAttention" AND Stat Card Filter Flag = false	= "needsAttention" AND = false
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Remove	Not applicable

       2. Click Filter and then from the list of available filters, select Needs attention > Flagged.
       3. Click Apply filters.
    4. Click Save.
13. Click the OVERDUE Statistics Card.
    To configure the record grid to display all the overdue tickets, that is, the tickets with service targets breached, perform the following steps:
    1. Under General in Properties, click Edit actions.
    2. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "overdueTickets" AND Stat Card Filter Flag = true	= "overdueTickets" AND = true
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Append	Not applicable

       2. Click Filter and then from the list of available filters, select Slmstatus > Service Targets Breached and All Service Targets Breached.
       3. Click Apply filters.
    3. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "overdueTickets" AND Stat Card Filter Flag = false	= "overdueTickets" AND = false
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Remove	Not applicable

       2. Click Filter and then from the list of available filters, select Slmstatus > Service Targets Breached and All Service Targets Breached.
       3. Click Apply filters.
    4. Click Save.
14. Click the SLA DUE SOON Statistics Card.
    To configure the record grid to display all the tickets that have SLM status as Service Target Warning, perform the following steps:
    1. Under General in Properties, click Edit actions.
    2. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "slaDueSoon" AND Stat Card Filter Flag = true	= "slaDueSoon" AND = true
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Append	Not applicable

       2. Click Filter and then from the list of available filters, select Slmstatus > Service Target Warning.
       3. Click Apply filters.
    3. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "slaDueSoon" AND Stat Card Filter Flag = false	= "slaDueSoon" AND = false
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Remove	Not applicable

       2. Click Filter and then from the list of available filters, select Slmstatus > Service Target Warning.
       3. Click Apply filters.
    4. Click Save.
15. Click the NEW Statistics Card.
    To configure the record grid to display all the tickets created in the past 24 hours, perform the following steps:
    1. Under General in Properties, click Edit actions.
    2. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "newTickets" AND Stat Card Filter Flag = true	= "newTickets" AND = true
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Append	Not applicable

       2. Click Filter and then from the list of available filters, select Create_date > Past 24 hours.
       3. Click Apply filters.
    3. From the list of available actions, add Apply grid filter.

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

          Field	Value	Expression path
          Condition	Last Clicked Stats Card = "newTickets" AND Stat Card Filter Flag = false	= "newTickets" AND = false
          Record grid	​Record grid (ITSM Tickets CRD: ITSM tickets CRD grid)
          Mode	Remove	Not applicable

       2. Click Filter and then from the list of available filters, select Create_date > Past 24 hours.
       3. Click Apply filters.
    4. Click Save.
16. Click Save.