User goals and features


BMC Helix Telco Extensions delivers automated and intelligent service-centric network operations that:

  • Extend Helix IT service management excellence into the Communication Service Providers (CSPs) Network Operations Center (NOC) with BMC Network Operations. BMC Helix Network Operations is a service management solution offered exclusively to CSPs and purpose-built for the unique CSP NOC workflows.
  • Advances BMC Helix Operations Management with AIOps with leading-edge capabilities designed to help CSPs make zero-touch/zero-trouble network operations a reality.



The following table explains the user goals and features.

Goal

Feature

Task

Role

Create and manage incident tickets

Create and modify incidents automatically from network tools by using alarms

Manage incident tickets that are created automatically by using alarms.

Incident Manager

Support Group Lead

Modify task locations

Edit the Address field on the task form to add more details about the location. 

Incident Manager

Give permissions to related parties for viewing incident ticket details

Give team members permission to view incident ticket details. 

Incident Manager

See status reasons for tasks

Select the required status option for Work in Progress tasks to keep you informed about the progress of a field service technician working on a task:

  • Arrived at Location
  • Traveling
  • Work Started

Incident Manager

Populate task locations automatically based on the selected CI

If you have not provided a location for the task, when you relate one or more CIs to a task, the location of the first CI that matches with the Region, Site group, and Site field values is automatically populated in the Address field.

Incident Manager

Set the priority of incident tickets automatically by mapping the incident priority

When you configure the incident priority mapping for incident tickets, similar tickets are updated with the priority information all at once, which saves the time that it would take you to manually update each individual incident ticket. So, when an incident ticket is created, if the details match this incident priority mapping criteria, the incident ticket is automatically assigned the Impact, Urgency, and Priority values from the mapping record. 

Incident Manager

Create source information for an incident ticket

Send incident source information to field service agents quickly and easily by using the Create source information option.

Incident Manager

Use CI attributes for incident ticket service targets

After the service targets are created in the Service Level Management Console and if the criteria and qualifications match the CIs that are attached to an incident ticket in BMC Helix Telco Extensions, the service target automatically gets associated to the incident ticket based on the attached CIs.

As a service desk agent, you can then prioritize the incident tickets in BMC Helix Telco Extensions based on these service targets and quickly work and resolve the incident tickets before the SLA is breached.

Incident Manager

Service Desk Agent

Relating configuration items to tasks attached to incident tickets

Use filters to select related CIs

When you relate a configuration item to a task, to allow you to quickly select the required CIs from the list, filter the CIs and display only those CIs that are related to the parent ticket. 

Incident Manager

Alarm management

Split an incident ticket based on alarms

Keep multiple alarm incident tickets organized by splitting the ticket into two: the original for cleared alarms and the second one for open alarms by selecting the secondary alarms that are open. 

Incident Manager

Mark a secondary alarm as the primary alarm

Select a secondary alarm and mark it as a primary alarm.

Incident Manager


 

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