23.3 enhancements and patches

CI-driven service level management

In BMC Helix Telco Extensions, the CI attributes are critical to the business. So, you can associate service targets based on CI attributes according to their importance. After the service targets are created in the Service Level Management Console and if the criteria and qualifications match the CI attributes that are associated to an incident ticket in BMC Helix Telco Extensions, the service target automatically gets attached to the incident ticket based on the associated 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.

Additionally, you can also associate multiple service targets when multiple CIs are attached to the incident ticket, which helps you to track the incident ticket accurately.

For more information, see Managing-service-targets and Prioritizing-incident-tickets-based-on-service-targets.

Relate incident tickets by using parent-child relationships

In BMC Helix Telco Extensions, you can associate one or multiple related incident tickets to another incident ticket for a particular issue, establishing a parent-child relationship. Additionally, you can also configure a parent-child incident resolution. This association reduces the amount of time taken to individually work and resolve the incident tickets and also reduces the number of incident tickets that you need to resolve manually. 

For more information, see Hierarchical-tickets and Adding-related-items-to-an-incident-ticket.

Populate task locations automatically based on the selected CI

The Region, Site group, Site, and Address fields are displayed in the task view. For the field service technicians to have the exact information about the location of the fault, provide the location details for the task. However, 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. This information enables the field service technician to reach the accurate location of the CI to resolve the issue quickly.

For more information, see Adding-configuration-items-to-tasks.

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. For more information, see Configuring-the-priority-of-incident-tickets.

Launch the source URL from a simplified UI

Quickly open or edit source information records from the simplified source information UI. For more information, see Creating-source-information-for-an-incident-ticket.

Create and modify incidents automatically from network tools by using alarms

After BMC Helix Telco Extensions is enabled, when an alarm is created by using REST API, incident tickets are automatically created in BMC Helix ITSM with the alarm attached to that incident ticket. This process saves you time and ensures accuracy in the incident tickets. For more information, see Managing-incident-requests.

Modify task locations

Make sure that the field service technicians have the exact information about the location of the fault by editing the Address field on the task form to add more details. This information enables the field service technicians to reach the exact location of the fault quickly and precisely.

For more information, see Adding-configuration-items-to-tasks.

Give permissions to related parties for viewing incident ticket details

When issues require cross-domain collaboration, as an administrator, easily give team members permission to view incident ticket details. Additionally, you can search for, add, or disable users and user groups based on the users who are working on the incident tickets.

For more information, see Adding-related-parties-to-an-incident-ticket.

See status reasons for tasks

Status options for Work in Progress tasks keep you informed about the progress of a field service technician working on a task:

• Arrived at Location
• Traveling
• Work Started

For more information, see Adding-configuration-items-to-tasks.

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. If needed, you can modify that information later from the Source information tab. 

For more information, see Creating-source-information-for-an-incident-ticket. 

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. The option to search and select from all CIs is also available.

For more information, see Adding-configuration-items-to-tasks.

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. Close the incident ticket that has the cleared alarms and only keep open the incident ticket that contains the open alarms.

For more information, see Creating-an-incident-ticket.