User interface overview
Ticket console
Ticket console is a central hub to manage and perform multiple actions related to incidents, problems, and change requests from a unified screen. You can perform following actions from Ticket Console:
- Use filters and presets to find right ticket.
- Perform bulk actions to assign, follow, unfollow, and update the status of multiple tickets.
- Relate ticket to incident or change request.
- Open indent details or change request details from the list to manage the lifecycle of the specific record.
- Export details in the csv format.
To access ticket console, log in to BMC Helix ITSM and navigate to Console > Ticket Console.
For information about using the Ticket Console interface, see Managing your work by using Ticket Console.
You can drill down into incidents and change requests to get full details of any record. To open detailed view of an incident or change request, click on an incident ID or a change request ID.
The detailed incident view displays the complete record, including the description, tasks, related parties, related items, and configuration items. This information is required to analyze the issue, assess impact, assign work, and track resolution activities. For information about the incident interface, see Information-displayed-on-an-incident. |  |
The detailed change request view displays the complete record, including the description, tasks, related items, configuration items, and documents. This information is required to plan the change, assess risks, coordinate approvals, and monitor implementation steps. For information about the change interface, see Information-displayed-on-a-change-request. |  |
Impact analysis console
Use the impact analysis console to run impact analysis for an incident or change request or configuration items (CIs). The results appear in a tabular view showing impact levels, asset type, CI Name, and other details. After the analysis completes, you can relate the impacted CIs to a new or existing incident or change request. Use filters to narrow down the information by succss status, run date, and run type. This helps you identify affected assets and take corrective actions.
To access impact analysis console, log in to BMC Helix ITSM and navigate to Console > Impact Analysis Console.
The impact analysis console displays the following fields:
Some of the key fields on the impact analysis console are listed below:
| Field | Description |
|---|---|
| CIs impacted | Displays the configuration items identified as impacted based on dependency and relationship evaluation. |
| CIs with LoS | Shows configuration items where a Loss of Service (LoS) condition is detected. |
| CIs degraded | Lists configuration items experiencing degraded performance or partial service impact. |
| Created By | Name of the user who initiated the impact analysis run. |
| Display ID | User‑friendly identifier presented for easier reference of the analysis run. |
| ID | System‑generated unique identifier for the impact analysis run. |
| isGPTSummaryGenerated | Indicates whether a BMC HelixGPT‑based summary has already been generated for this run. |
| Linked Ticket Form Name | Specifies whether the linked record is an Incident, Change Request, or another ticket type. |
| Linked ticket ID | Unique identifier of the incident or change request associated with this analysis. |
| Original run ID | Identifier of the first run when this analysis was initially executed, used for tracking iterations. |
| Run by | User who started the impact analysis. |
| Run ID | Unique identifier assigned to the specific execution of the analysis. |
| Services with LoS | Shows services experiencing a complete Loss of Service. |
| Services degraded | Lists services with reduced performance or partial degradation. |
| Ticket ID | Displays the ID of the incident or change ticket associated with this impact analysis run. |
For more information, see Performing an impact analysis on an incident request and Performing an impact analysis for a change request.