User interface overview

Once BMC Helix Telco Extensions is enabled for BMC Helix ITSM, you can view the incident requests related to BMC Helix Telco Extensions on the Ticket Console and the Incident Management Console. You can also view the change requests related to BMC Helix Telco Extensions on the Change interface

Important

For BMC Helix Telco Extensions, only Progressive Web App screens are supported. The classic Smart IT and Mid Tier screens are not supported.

Ticket Console

As an IT Agent, save time and effort by using Shared Ticket Console to perform multiple actions from one console. Access multiple ticket types such as incidents, problems, and changes from a single console. Additionally, use the Shared Ticket Console to search for your tickets quickly by using presets and filters, or perform bulk actions such as assigning, following, or unfollowing a ticket.

For information about accessing the Ticket Console, see Accessing the ticket console.

For information about navigating the Ticket Console, see Navigating the ticket console.

Impact Analysis Console

You can run the impact analysis for an incident or change request by using the Impact Analysis Console. After the process is successfully completed, based on the results, you have the option to relate the impacted CIs back to a new or existing incident or change request.

For more information, see Performing an impact analysis on an incident request and Performing an impact analysis for a change request.

Incident interface

For information about the incident interface, see Information-displayed-on-an-incident-request.

Change interface

For information about the change interface, see Information-displayed-on-a-change-request.