Enabling the update of ticket status in bulk in Shared Ticket Console

To enable the updating of ticket status 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.
   
   
   
   
5. From Shared Components in Palette, add a Standalone Field at the end of the view.
   Add the following standalone fields with their respective general property values:

   1. Incident access

      Property	Value
      Name	Incident access
      Display Label	Incident access
      Hidden	Turn on the Hidden toggle key, with the At all times condition.

   2. Change access

      Property	Value
      Name	Change access
      Display Label	Change access
      Hidden	Turn on the Hidden toggle key, with the At all times condition.

   3. Work Order access

      Property	Value
      Name	Work Order access
      Display Label	Work Order access
      Hidden	Turn on the Hidden toggle key, with the At all times condition.

   4. Problem access

      Property	Value
      Name	Problem access
      Display Label	Problem access
      Hidden	Turn on the Hidden toggle key, with the At all times condition.

6. From Shared Components in Palette, add a Display Only Field at the end of the view.
   Update the values or add expressions for fields as given in the following table:
   

   Property	Value
   Name	Change manager empty flag
   Display Label	Change manager empty flag
   Field Type	Boolean
   Value	0
   Hidden	Turn on the Hidden toggle key, with the At all times condition.
   Editing mode	Switch

7. Click the Get CCS and user details event button.
   1. In Properties, under Actions, click Edit actions.
   2. Add the following actions from Available actions with their respective values and expressions:

      1. Launch process

         Field	Value
         Condition	Not applicable
         Process to start	Select Get user permission in ITSM application
         Wait for process completion	Turn on the toggle key

      2. Set property

         Field	Value	Expression path
         Condition	Not applicable	Not applicable
         Property path	Value
         Property value	INC_Master_User

      3. Set property

         Field	Value	Expression path
         Condition	Not applicable	Not applicable
         Property path	Value
         Property value	CHG_Master_User

      4. Set property

         Field	Value	Expression path
         Condition	Not applicable	Not applicable
         Property path	Value
         Property value	WO_Master_User

      5. Set property

         Field	Value	Expression path
         Condition	Not applicable	Not applicable
         Property path	Value
         Property value	PBM_Master_User

8. 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	Update status
      Style	Tertiary
      Size	Default
      Icon alignment	Left
      Available on devices	Desktop, Mobile, Tablet

   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:
      
      

      Expression path
      ​NOT SAME() OR INCLUDES(,32000) OR (INCLUDES(,0) AND = "0") OR (INCLUDES(,1) AND ( = "0" OR INCLUDES(,0) OR NOT SAME() OR NOT SAME())) OR (INCLUDES(,8) AND = "0") OR (INCLUDES(,2) AND = "0") OR (INCLUDES(,3) AND = "0") OR INCLUDES(,5) OR INCLUDES(,9) OR INCLUDES(,10) OR INCLUDES(,11) OR > 50

   5. Under Actions, click Edit actions.
   6. Add the following actions from Available actions with their respective values and expressions:

      1. Launch process

         Field	Value	Expression path
         Condition	Request type = Incident	=
         Process to start	Select Get Incident Details in ITSM application	Not applicable
         Wait for process completion	Turn on the toggle key	Not applicable
         Incident number	Display Id

      2. Open view
         

         Field	Value	Expression path
         Condition	Request type = Incident	=
         View	Select Default Incident update status in ITSM application	Not applicable
         Company	Company
         Incident number	Display Id
         Selected rows	Selected rows
         Op Cat Tier 1	Operation category tier 1
         Op Cat Tier 2	Operation category tier 2
         Op Cat Tier 3	Operation category tier 3
         Product Cat Tier 1	Product category tier 1
         Product Cat Tier 2	Product category tier 2
         Product Cat Tier 3	Product category tier 3
         Product name	Product name
         Manufacturer	Manufacturer
         Res Cat 1	Resolution category tier 1
         Res Cat 2	Resolution category tier 2
         Res Cat 3	Resolution category tier 3
         Res Prod Cat 1	Closure product category tier 1
         Res Prod Cat 2	Closure product category tier 2
         Res Prod Cat 3	Closure product category tier 3
         Res Product name	Closure product name
         Res Product Manufacturer	Closure manufacturer
         Status	Status
         Status reason	Status reason
         Resolution	Resolution
         Incident type	Incident type
         Model/Version	Model-version
         Resolution Model/Version	Res product model-version
         Presentation	Docked right modal	Not applicable
         Size	Medium (800 px)	Not applicable
         Title	Update status	Not applicable

      3. Set property

         Field	Value	Expression path
         Condition	Request type = Incident	=
         Property path	Value
         Property value	Send refresh

      4. Launch process

         Field	Value	Expression path
         Condition	Request type = Work Order	=
         Process to start	Select Get WorkOrder Details in ITSM application	Not applicable
         Wait for process completion	Turn on the toggle key	Not applicable
         WorkOrder ID	Display Id

      5. Open view
         

         Field	Value	Expression path
         Condition	Request type = Work Order	=
         View	Select Default Workorder update status in ITSM application	Not applicable
         Company	Company
         WorkOrder ID	Display Id
         Selected rows	Selected rows
         Status	Status
         Status reason	Status reason
         Presentation	Docked right modal	Not applicable
         Size	Medium (800 px)	Not applicable
         Title	Workorder Update status	Not applicable

      6. Set property

         Field	Value	Expression path
         Condition	Request type = Work Order	=
         Property path	Value
         Property value	Send refresh

      7. Launch process

         Field	Value	Expression path
         Condition	Request type = Change	=
         Process to start	Select Get Change Details in ITSM application	Not applicable
         Wait for process completion	Turn on the toggle key	Not applicable
         Change number	Display Id

      8. Set property

         Field	Value	Expression path
         Condition	Request type = Change	=
         Property path	Value
         Property value	0	Not applicable

      9. Set property

         Field	Value	Expression path
         Condition	Request type = Change AND INCLUDES(Change manager,NULL)	= AND INCLUDES(,NULL)
         Property path	Value
         Property value	1	Not applicable

      10. Open view
          

          Field	Value	Expression path
          Condition	Request type = Change	=
          View	Select Default Change update status in ITSM application	Not applicable
          Company	Company
          Selected rows	Selected rows
          Change manager	Field Value
          Earliest start time	Earliest start time
          Process flow instance id	Process flow instance id
          Status	Status
          Status reason	Status reason
          Stage number	Stage number
          Presentation	Docked right modal	Not applicable
          Size	Medium (800 px)	Not applicable
          Title	Change update status	Not applicable

      11. Set property

          Field	Value	Expression path
          Condition	Request type = Change	=
          Property path	Value
          Property value	Send refresh

      12. Launch process

          Field	Value	Expression path
          Condition	Request type = Problem Investigation	=
          Process to start	Select Get Problem Details in ITSM application	Not applicable
          Wait for process completion	Turn on the toggle key	Not applicable
          formName	"PBM:Problem Investigation"	Not applicable
          ticketInstanceID	Appinstanceid

      13. Open view
          

          Field	Value	Expression path
          Condition	Request type = Problem Investigation	=
          View	Select Default Problem update status in ITSM application	Not applicable
          Company	Company
          selectedRows	Selected rows
          TicketDisplayID	Display Id
          Status	Status
          Status reason	Status reason
          Stage number	Stage number
          targetDate	targetDate
          coordinatorCompany	coordinatorCompany
          coordinatorOrganization	coordinatorOrganization
          coordinatorSupportGroupID	coordinatorSupportGroupID
          coordinatorLoginID	coordinatorLoginID
          assignedSupportCompany	assignedSupportCompany
          assignedSupportOrganization	assignedSupportOrganization
          assignedSupportGroupID	assignedSupportGroupID
          assigneeLoginId	assigneeLoginId
          userAccessRole	userRole
          contactCompany	contactCompany
          selectedRowsCount	Selected row count
          prepopulateFlag	prepopulateFlag
          isTargetDateNULL	​INCLUDES(Target date, NULL)	INCLUDES(, NULL)
          Presentation	Docked right modal	Not applicable
          Size	Medium (800 px)	Not applicable
          Title	Problem update status	Not applicable

      14. Set property

          Field	Value	Expression path
          Condition	Request type = Problem Investigation	=
          Property path	Value
          Property value	Send refresh

      15. Launch process

          Field	Value	Expression path
          Condition	Request type = Known Error	=
          Process to start	Select Get KnownError Details in ITSM application	Not applicable
          Wait for process completion	Turn on the toggle key	Not applicable
          formName	"PBM:Known Error"	Not applicable
          ticketInstanceID	Appinstanceid

      16. Open view
          

          Field	Value	Expression path
          Condition	Request type = Known Error	=
          View	Select Default KnownError update status in ITSM application	Not applicable
          SelectedRows	Selected rows
          Status	Known Error Status
          Status reason	Stastus_Reason
          prepopulateFlag	prepopulateFlag
          Presentation	Docked right modal	Not applicable
          Size	Medium (800 px)	Not applicable
          Title	Known error update status	Not applicable

      17. Set property

          Field	Value	Expression path
          Condition	Request type = Known Error	=
          Property path	Value
          Property value	Send refresh

9. Click Save.