This documentation supports the 25.1 version of BMC Service Request Management.To view an earlier version, select the version from the Product version menu.

Opening a ticket by using the display ID

You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You must have the required permission to view a ticket.

For example, when you open an incident, the GUID of the incident is displayed in the URL:

INC_GUID.png

In addition, instead of navigating through multiple screens of the Ticket Console, you can directly navigate to the ticket profile page by replacing the <ticketPV>/GUID with <ticket>/displayid/<Display ID of the ticket> in the URL:

INC_Displayid.png

Related topics

Managing your work in BMC Helix ITSM console

Information-displayed-on-a-ticket

Important

  • You should not use any special character or % or wrong ticket type in the URL. In this case, either the dashboard is opened or you stay on the same page without any error message.
  • After opening a ticket by using the display ID in the URL, if you click the back button to go back to the previous page, it does not work in certain browsers.


Tips

  • Search for tickets by filtering and sorting tickets in the Ticket Console. See Managing your work in BMC Helix ITSM console.
  • After you open ticket details in the universal client, click the Pencil icon associated with a group of fields to open those fields in edit mode, which allows you to update the field contents.
  • Click the Print icon in the universal client to open a preview, and then print ticket details.


Instructions for classic interfaces

View instructions for classic Smart IT

You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You must have the required permission to view a ticket.

For example, when you open an incident, the GUID of the incident is displayed in the URL:

DisplayID_1.jpg

In addition, instead of navigating through multiple screens of the Ticket Console, you can directly go to the ticket profile page of another ticket by replacing the GUID with /displayid/<Display ID of the ticket> in the URL:

DisplayID_2.jpg


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*