Customizing Shared Ticket Console

The BMC Helix Innovation Studio based Shared Ticket Console uses a Custom Record Definition (CRD) to fetch data from multiple record definitions, such as change and problem tickets, and display them in a single record view. As an administrator, you can customize ITSM Tickets CRD to add custom fields, map the custom selection option to the source selection field option, and add source record definitions to display a custom ticket type in Shared Ticket Console. You can also customize the interface by customizing the views.

To add a new field to Shared Ticket Console

Any custom field created for a ticket must be added to the custom record definition, to make it visible in Shared Ticket Console.

Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
Click Applications.
Click ITSM Application.
On the Records tab, click ITSM Tickets CRD.
Click New Field in ITSM Tickets CRD, and select the required datatype for the field.

In the DETAILS section, provide the following details for the field:

Field	Description
(Optional) Named List	Select the named list that you want to associate with the record field.
Description	Enter the description for the record field.
(Optional) Field ID	Enter the field ID for the field. If you leave this field blank, the field ID is generated automatically.
Name	Enter the name of the record field.

In the FIELD MAPPINGS section, click Add/Remove Field Mappings, select the source record definition, and from the Source Field list select the source field that you want to map the newly added field.
At runtime, the newly added field displays the data from the field that you selected from the Source Field list.
Click Save.

Selection fields provide users with a group of options from a list. A selection field can be for a single selection or for multiple selection. To add field mapping for selection fields, see Creating or modifying custom record definitions.

Watch the following video to see how you can add a field to Shared Ticket Console:

https://youtu.be/H8YevgnTB8Q

To map a custom selection option to the source selection field option

Any custom selection options created for a selection field must be added to the ticket console record grid, to make it visible in Shared Ticket Console. For example, let's say, for the Task ticket type, you have created Deferred as a custom selection option for the Status field.

Perform the following steps to map a custom selection field option:

Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
Click Applications.
Click ITSM Application.
On the Records tab, click ITSM Tickets CRD.
Select the field for which you want to add the custom field value.
For example, select Consolidatedstatus.
In the DETAILS section, next to Options, click Edit.
Click Add Option.
Enter the custom field value under Name, and click Map values.
Click Add Option next to the source record definition.
For example, Task.
From the Option list, select the option from source selection field to map to this option, and click Save.
Click Save again to close the Add/Remove Selection Options window.
Click Save again to save the changes to the record grid.

To add a new ticket type to Shared Ticket Console

Shared Ticket Console supports the following ticket types out of the box:

Help Desk
Infrastructure Change
Problem Investigation
Known Error
Release
Request
Task
Work Order
Activity

Perform the following steps to add a new ticket type to Shared Ticket Console:

Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
Click Applications.
Click ITSM Application.
On the Records tab, click ITSM Tickets CRD.
To add a record definition, click Add Source Record Definition.
In the Add Record Definition dialog box, from the Record Definition Name list, select the source record definition and click Save.
Select any field and in the FIELD MAPPINGS section, click Add/Remove Field Mappings.
The Add/Remove Field Mappings window displays sections for each of the source record definitions you have selected.
Select the source record definition, and from the Source Field list, select the source field that you want to map with the selected field.
Click Save.
Repeat steps 7, 8, 9 to map all the fields to their respective source fields.
Warning
Important
You must map all the fields to view them in Shared Ticket Console.
(Optional) If you want to delete the source record, click the close icon.
Warning
Important
When you delete the source record, all the fields in the source record and their mapping to the custom record definition are deleted.

Customizing Shared Ticket Console views

In BMC Helix Innovation Studio, a view definition is a graphical representation of an application. The BMC Helix Innovation Studio based Shared Ticket Console uses view definitions or views that define the console's user interface. You can customize a view by arranging the data items in a specific order or showing only specific items. To customize the out-of-the-box views, you must create a new view by copying a default view.

You can access the views from the Manage Views section under Screen Configuration in Innovation Studio Configuration in BMC Helix ITSM. The default out-of-the-box views are displayed inside the placeholder views in the Manage Views section. For example, IT Ticket Console is a placeholder view for the main interface of Shared Ticket Console. Petramco Ticket Console is the view copied from the default out-of-the-box view and it's the actual view that defines the console's interface. The out-of-the-box default view Default IT Ticket Console SM is replaced by the copied view name Petramco Ticket Console inside the placeholder view.

The following default views are available for customization out of the box for Shared Ticket Console:

Views	Description	Default view names
IT Ticket Console	Shared Ticket Console view	Default IT Ticket Console SM
Update assignment	In Shared Ticket Console, you can assign tickets in bulk by clicking . The Update assignment window opens, and you can search for users to assign the selected tickets. You can define the interface of this Update assignment window by customizing the Update assignment views. Each ticket type has its own view defined. For example, when you select incident tickets in the console and click , the interface of the Update assignment window that opens is managed by Default Update Assignment_Incident view.	Default Update Assignment_KnownError Default Update Assignment_Problem Default Update Assignment_Change Default Update Assignment_Task Default Update Assignment_Incident Default Update Assignment_Release Default Update Assignment_WorkOrder Default Update Assignment_Activity
Update status	In Shared Ticket Console, you can update the status of tickets in bulk by clicking Update status. The Update status window opens, and you can select the status to which you want to move the tickets. You can define the interface of this Update status window by customizing the Update status views. Each ticket type has its own view defined. For example, when you select incident tickets in the console and click Update status, the interface of the Update status window that opens is managed by Default Incident update status view.	Default Workorder update status Default Change update status Default Incident update status Default KnownError update status Default Problem update status

To customize a view by copying a default view

You can customize Shared Ticket Console by customizing the views. To customize a view, you must create a new view first by copying a default view.

From the menu bar, select Configuration > Innovation Studio Configuration.
In the Settings pane, select Screen Configuration > Manage Views.
Click for the ticket console view that you want to customize.
Click Copy default view.
Enter a view name.
For example: Petramco Ticket Console.
Success
Best practice
Whenever you create a copy of the out-of-the-box default views, add your organization name in front of the name in the View Name field. This way, you can easily differentiate between your custom views and the out-of-the-box views, and also avoid upgrade error. For example, you create a custom view for Work order and name the view as Default_WO_Quick_View. In the latest version, if BMC adds a new view for Work order out of the box with the same name for the view, you get the following error while upgrading:
ERROR (1701): Duplicate view definition; com.bmc.dsm.itsm-applications:Default_WO_Quick_View,
WARNING (55): The following item was not imported
Click Copy.
Click Activate.
Shared Ticket Console uses the new view that you created.

To add a column to the ticket console record grid

Important

When you add a field to Shared Ticket Console, make sure that the Actions column is placed at the end in both the record grid as well as view presets, such as All critical tickets, All open tickets, to which you add the new field.

Any newly added field or any field that is not visible in Shared Ticket Console must be added to the ticket console record grid, to make it visible in Shared Ticket Console.
Perform the following steps to add a column to the record grid:

In the customized view that you created by copying a default view, click Edit.
Select Record grid > Properties > Edit grid columns.
In Available columns, click <column name>.
In Selected Columns, select properties of the new column.
Click Save.

You can customize the ticket console record grid by adding columns to the grid, enabling sorting, filtering of the columns, and so on. For more information about the record grid, see Creating a tabular view of record instances by using a record grid.

To edit the properties of Shared Ticket Console record grid columns

In the customized view that you created by copying a default view, click Edit.
Select the Record grid > Properties > Edit grid columns.

Expand the column that you want to edit.
You can modify the following column properties:

Property	Description
Column header	Specifies the header of the column. By default, the field name is displayed as the column header. If required, modify the column header.
Visible	Enables the column visibility on the view. Clear this property to hide the column.
Sortable	Enables the sorting of the columns.
Searchable	Enables searching in the columns. Important: Though you can enable searching for the Contact Full Name and Customer Full Name out-of-the-box columns, we recommend that you do not change this setting.
Wrap text	Enables text wrapping. You can also align the text.
Filterable	Enables filtering of the columns. You can select from the following options: Always - Available in both advanced and basic filters In advanced filter mode only In basic filter mode only Never - Not available for filtering Important: While the filterable setting for most of the fields can be customized, some fields, such as Approved By and Tickettype, are built-in and should not be customized. These fields are relationship-based rather than direct database columns, and, therefore, do not appear as columns in the console UI. For details, see Filterable fields and recommended settings.
Alignment	Enables text content to be aligned to the left, to the right, or centered.
Width	Sets the width of the column.

Click Save.

(Click the play icon to see how to edit the column properties of the grid)

To enable filters in a record grid

In the customized view that you created by copying a default view, click Edit.
Select the Record grid > Properties > Filters.
From the Filters tab, specify the following properties and click Save:

Property	Description
Enable filtering	Turn on the toggle key to enable column filtering within the record on the application.
Enable advanced filtering	Turn on the toggle key to allow end users to apply complex filter expressions at runtime by using advanced operators (AND/OR/NOT/LIKE/NULL), calculations, and keywords. The Enable Filtering toggle key must be turned on before enabling advanced filtering. Important: Enabling advanced filtering disables the Enable filter presets option.
Field order	Click Edit to customize the order of the filter fields displayed in the basic filters on the record grid. This allows end users to access them quickly. By default, the Ticket type filter field appears at the top, and the remaining filter fields are displayed in alphabetical order.
Required number of filters	Select the required number of filters that you must apply to display data on the grid at runtime. The values in the list range from None to 5. None: No filters are required to display data on the grid. 1-5: Number of filters required to display data on the grid at runtime. The default number of filters for the Shared Ticket Console is 2. Important: If no filters are applied and you perform a search, the data is displayed on the grid.
Initial filters	Select from the following options to provide the filters that are applied to the application at runtime to display only those record fields that match the filter condition. You can select one of the following options: Basic: You can select values from the list of available filters to create a filter condition. Expression: You can build an expression, such as the view component properties, keywords, view input parameters, or static values to create a filter condition.
Enable filter presets	Turn on the toggle key to enable filter presets. Important: You cannot enable the filter preset if you have not turned on Enable filtering. Enabling filter presets disables the Enable advanced filtering option.
Filter presets	Select a predefined set of record grid filters that users can apply. Click Edit filter presets to select the predefined presets. In the Edit filter presets window, click Add filter preset, and provide the following details: Filter preset name: Enter the name for the new filter preset. Filter: Define the filter condition.
Default filter preset	Select a filter preset to apply to the record grid when the user opens the view for the first time.

To customize view presets

You can edit the defined filters in view presets. For example, you can edit the Create date filter in the All critical tickets view preset to show the tickets that are open for the past week, but not for the past 30 days.

In the customized view that you created by copying a default view, click Edit.
Select Record grid > Properties > Edit view presets.
Expand the preset that you want to modify.
Click Edit grid columns.
Click the column that you want to add to the preset, and select Visible.
Click Save.
Click Filter.
Add or change filters.
Click Apply filters.

Important

When you edit the record grid properties in a custom view, the Enable advanced filtering property is visible under the Filters section. This property is not supported for Shared Ticket Console views and Asset Console views in version 25.2.

(Click the play icon to see how to edit view presets)

To update the maximum number of tickets in bulk

By default, you can perform bulk actions on 50 tickets at the most. However, you can change this number according to your requirements.

Click the customized view that you created by using the steps in To customize a view by copying a default view.
Select the bulk action; for example, Update status.
In the Properties window, under Condition, click the expression.
Under Expression for Disabled, change the value of Selected row count to 30.
With this change, the maximum number of tickets that you can update the status of is set to 30.
Click OK.
Click Save.

To add a statistics card to the ticket console

You can add an additional statistics card to the ticket console. For example, you can add a statistics card to show the count of all the tickets displayed in the ticket console.

Most of the steps in the overall procedure to add an additional statistics card remains the same. You must first create a process to get the count of the tickets based on the query expression on the ticket console grid. Then update your customized view to add a standalone field for the statistics card and update the Build stats JSON event button.

Click the following links for procedures to create a statistics card to display the total number of tickets displayed in the ticket console.

Creating a new process to get the total tickets count based on the current applied query expression on the console grid

Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
Click Applications.
Click ITSM Application.
Under Processes, click New.
Update the properties with values as given below:
1. In Name, enter Get Total Tickets Count.
2. In Run as, select Current User.
3. Click Add/Remove Variables > Add Variable.
  Add the following variables and save:
  1. Grid Query
    Property
    Value
    Name
    Grid Query
    Variable Type
    Input/Output Variable.
    Select only the Input checkbox
    Date Type
    Text
  2. Output JSON
    Property
    Value
    Name
    Output JSON
    Variable Type
    Input/Output Variable.
    Select only the Output checkbox
    Date Type
    Text
  3. Total_Tickets_Count
    Property
    Value
    Name
    Total_Tickets_Count
    Variable Type
    Local Variable
    Date Type
    Integer
4. Under Permissions, click Edit > Add Permission.
  Update the fields with values as given below and save:
  Field
  Value
  Type
  Group
  Group
  Public
  Execute
  Select the checkbox
From GATEWAYS in Palette, add the Exclusive gateway to the canvas.
Drag an arrow from Start to the Exclusive gateway.
From PLATFORM ACTIONS in Palette, add the Compute Value action type to the canvas.
Update the properties with values as given below:
1. In Name, enter Set Default Grid Query On Null.
2. Under INPUT MAP, click Edit next to Expression Text.
3. In Expression for Expression Text, enter "1=1".
4. Under OUTPUT MAP, select the Name as Grid Query.
5. Click Edit next to Source.
6. In Expression for Source, add Output (Set Default Grid Query On Null > Output).
Drag an arrow from the exclusive gateway to the compute value action type.
Under the properties, click on Click to build an expression.
In Expression for Condition, enter Grid Query = " ".
From GATEWAYS in Palette, add the Exclusive gateway to the canvas.
Drag arrows to connect the exclusive gateways and the compute value action.
From PLATFORM ACTIONS in Palette, add the Get Record Instance Count_ action type to the canvas.
Update the properties with values as given below:
1. In Name, enter Get total ticket Count.
2. Under INPUT MAP, select the Record Definition Name as ITSM Tickets CRD.
3. Click Edit next to Query Expression.
4. In Expression for Query Expression, add Grid Query.
5. Click the Use Dynamic Expression check box.
6. Under OUTPUT MAP, select the Name as Total_Tickets_Count.
7. Click Edit next to Source.
8. In Expression for Source, add Output (Get total ticket Count > Output).
Drag an arrow from the exclusive gateway to the Get Record Instance Count_ action type.
Under the properties, click on Click to build an expression.
In Expression for Condition, enter Grid Query != NULL.
From PLATFORM ACTIONS in Palette, add the Compute Value action type to the canvas.
Update the properties with values as given below:
1. In Name, enter Set output JSON.
2. Under INPUT MAP, click Edit next to Expression Text.
3. In Expression for Expression Text, add Total_Tickets_Count (Process Variables > Total_Tickets_Count).
4. Under OUTPUT MAP, select the Name as Output JSON.
5. Click Edit next to Source.
6. In Expression for Source, add Output (Set output JSON > Output).
Drag arrows as shown in the following image between actions and gateways to complete the process.

Property	Value
Name	Grid Query
Variable Type	Input/Output Variable. Select only the Input checkbox
Date Type	Text

Property	Value
Name	Output JSON
Variable Type	Input/Output Variable. Select only the Output checkbox
Date Type	Text

Property	Value
Name	Total_Tickets_Count
Variable Type	Local Variable
Date Type	Integer

Field	Value
Type	Group
Group	Public
Execute	Select the checkbox

Updating the customized view to add a standalone field for the statistics card and update the Build stats JSON event button.

Click the customized view that you created by using the steps in To customize a view by copying a default view.
From Common Components in Palette, add a Statistics Card to the Statistics Card Bar.
Update the general properties of the action button with values given in the following table:
Property
Value
Name
Total
Mapping Key
totaltickets
From Shared Components in Palette, add a Standalone Field below the existing standalone fields.
Update the general properties of the standalone field with values given in the following table:
Property
Value
Name
Total tickets count
Display Label
Total tickets count
Hidden
Turn on the Hidden toggle key, with the At all times condition.

Property	Value
Name	Total
Mapping Key	totaltickets

Property	Value
Name	Total tickets count
Display Label	Total tickets count
Hidden	Turn on the Hidden toggle key, with the At all times condition.

From Common Components in Palette, add an Event Button above the Total tickets count standalone field.

Update the general properties of the event button with values given in the following table:

Property	Value	Expression path
Label	Get total tickets count	Not applicable
onChangeActivate	Turn on the toggle key, with the When condition is true condition.	Not applicable
Condition (onChangeActivate)	Field Value = "Yes"	View > Components > Standalone Field (Set stats flag) > Field Value

Click Edit actions and add the following actions from the list of Available actions with their respective values and expressions:

Launch process

Field	Value	Expression path
Condition	Not applicable	Not applicable
Process to start	Select Custom_Get_Total_Count from ITSM Application	Not applicable
Wait for process completion	Turn on the toggle key	Not applicable
Grid Query	Query expression	View > Components > Record grid (ITSM Tickets CRD: ITSM tickets CRD grid) > Query expression

Set property

Field	Value	Expression path
Condition	Not applicable	Not applicable
Property path	Value	View > Components > Standalone Field (Total tickets count) > Value
Property value	Output JSON	Actions > Launch process > Output JSON