Adding related parties to an incident ticket

Resolving an issue might require collaboration from different domains to resolve a fault, for example, Mobile, Fixed, and IPTV. Multiple team members from the network operations teams should be able to view the incident ticket details. They should also be able to add or disable users for the assigned support group or company.

As an administrator or as a user with Incident Master permissions, you can provide permissions to users or groups of users to view and edit the incident tickets by using the Related parties tab. Additionally, you can also search for, add, or disable users and user groups based on the users who are working on the incident tickets.

Based on the roles and permissions of the related parties that you have added, those users or groups of users can view and modify the incidents and the related incidents as required. For more information, see Roles-and-permissions.

Related topics

Roles and permissions in the BMC Helix ITSM online documentation portal

Relating items to incident requests in the BMC Helix ITSM: Service Desk online documentation portal


To add related parties to an incident ticket

  1. From Console > Ticket Console, open an existing incident ticket.
  2. On the Related parties tab, click Create related party.
    Related party.png
  3. Select the Type as either a User or a Group.
  4. Enter the Name of the user or the group.
  5. Select the required Role.
    Related party_added information.png
  6. Click Save.

Important

When you configure roles for related parties by using BMC Helix Innovation Suite, those new roles are available for selection in the Role field list.


To disable a user or a group of users

  1. On the Related parties tab, select the user or group of users that you want to disable.
  2. Click Disable.
    The users or group of users will no longer have access to the incident ticket.


To change the role of a user or a group of users

  1. On the Related parties tab, select the required user or group of users.
  2. Click Edit.
  3. Select the new role from the Roles list.
  4. Click Save.

 

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