Overview of information displayed on a service request and work orders

The icon for brokered work orders helps you to distinguish between regular and brokered work orders.

The ticket screen displays one of the following:

• If the ticket relates to a service request that was created in service request management, you can see the request ID, title, and the Related service request label on the ticket screen.

• If the service request fulfillment workflow in the BMC Digital Workplace catalog creates an incident or a work order, you can see the request ID, title, and the Related DWP request label on the ticket screen.
  

  Important

  The Related DWP request label, request ID, and the title of the BMC Digital Workplace service request are displayed on the ticket screen only in the Progressive Web app. 

For work orders, the Affected Service indicates the aspect of the business which is affected by the ticket. In the Progressive Web App screens for work orders, the Affected Service field is referred to as Service and CI.For work orders, you can optionally select a service configuration item (CI) from the Atrium Service Catalog to relate to the work order. A business service can be provided from one business or department within a business to another. Business service CIs can include customer support, employee provisioning, server clusters, storage, and so on. 

When you select an Affected Service, the system automatically performs the following actions:

• Updates information in the Product Categorization area of the work order, based on the categorization of the affected service. You can modify the Product Categorization values later.
• Relates the affected service to the work order as a Related to association type. After it is established, you cannot delete the association from the Relationships tab. However, you can clear the business service from the Service field and save the record to delete the association. 

Important: The business service selected by a requester in response to a question takes precedence over a business service specified in a Work Order template or in the service request definition (SRD) that automatically generates a work order in BMC Helix ITSM.

Identifies the operational category and product category that are assigned to the ticket.

Important: Within the system, the Operational and Product categorization information is organized around a three tier hierarchy, with Tier 1 being the most general category and Tier 3 being the most specific category. The information that is shown in the Categorization fields represents the Tier 3 category. For example, if the product categorization is: Tier 1, Hardware; Tier 2, Laptop; Tier 3 <modelName>, the <modelName> appears in the Product Category field.

Operational and Product categorizations are not configured and shipped for work orders. You must modify the records in the Operational Catalog Setup and Product Catalog Setup forms of BMC Helix ITSM if you intend to use them with work orders.

If multiple CIs are associated with the ticket, the system displays the affected CI in the Product Category field.

Allows you to attach files from the following locations when using BMC Helix ITSM on mobile devices:

• Files stored on the device
• Files stored on cloud storage such as, Google Drive, Dropbox, OneDrive, and Box.

Lists records that are associated with the ticket, such as a work order or asset associated with an incident. From this section, you can relate existing records, or create new records (see Relating items to incident requests and Relating items to problem investigations and known errors).

Some related assets are crowd sourced. You cannot remove these related items in BMC Helix ITSM. For more information, see Configuration items.

Incident tickets that were automatically generated by the data loss prevention (data compliance) integration in BMC Helix ITSM include a Data Compliance item under Related items. The data compliance system can be configured to create an incident, for example, when someone tries to send an email that includes a credit card number. The data compliance related item shows the event source, such as Sharepoint or email exchange, the company, and the name of the person who triggered the event. If you have sufficient permissions, you can drill down and view more details, such as the filename, path URL, and site URL for Sharepoint events, and the email IDs of everyone in the To:, Cc:, and Bcc: fields for email exchange events. You cannot add or delete a related data compliance event in BMC Helix ITSM. Depending on the processes in your organization, this type of incident might have a specific categorization and assignment that should not be modified.

CIs related to incidents, work orders, and tasks are listed in Configuration Items. Some related asset CIs are labeled as crowdsourced CIs. You cannot remove these related CIs in BMC Helix ITSM.

Displays planned outages for assets, related knowledge articles, similar tickets, and other similar records that can be helpful to you when working on the ticket. 

• Outages (Asset only): Displays the outages for the Affected Asset. You can view it through the profile of the Asset, which is related to an Incident. For more information, see Creating and updating assets.
• Recommended Knowledge: Lists knowledge articles that might be relevant to the current ticket.
  Important: Retired articles are not listed under Recommended Knowledge. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option.