User goals and features
The following table explains the user goals and features.
Goal | Feature | Task | Role |
|---|---|---|---|
Create and manage incidents | Create and modify incidents automatically from network tools by using alarms | Manage incidents 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 details | Give team members permission to view incident 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:
| 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 incidents automatically by mapping the incident priority | When you configure the incident priority mapping for incidents, 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. So, when an incident is created, if the details match this incident priority mapping criteria, the incident is automatically assigned the Impact, Urgency, and Priority values from the mapping record. | Incident Manager | |
Create source information for an incident | 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 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 in BMC Helix Telco Extensions, the service target automatically gets associated to the incident based on the attached CIs. As a service desk agent, you can then prioritize the incidents in BMC Helix Telco Extensions based on these service targets and quickly work and resolve the incidents before the SLA is breached. | Incident Manager Service Desk Agent | |
Relating configuration items to tasks attached to incidents | 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 based on alarms | Keep multiple alarm incidents 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 |