Deciding which work order to work on next

Your administrator can configure the application to display the Needs Attention flag on the updated work orders. Without checking all work orders, you can decide your priority by checking the work orders marked with the Needs Attention flag. When you access Dashboard, or Ticket Console, you see the Needs Attention flag in all incidents and work order tickets that need your attention to work on a priority basis.

Before you begin

To make this feature available, your administrator must set the showNeedsAttentionFlag configuration parameter value to true in Setting configuration parameters in BMC Helix ITSM.

To decide which work order to work on next

Access Dashboard.
Locate the work orders with the Needs Attention flag displayed active and start working on those work orders on priority.
Important
The Needs Attention activity is displayed on the Activity or Dashboard feed only when a user flags or unflags a work order manually by clicking the flag or unflag icon. The activity is not displayed on the Activity or Dashboard feed when a work order is automatically flagged or unflagged.

You can also perform the following steps:

Access Ticket Console.
Click Needs Attention statistics count.
All the work orders where the Needs Attention flags are active, are filtered and displayed on your screen.
Start working on those work orders on priority basis.

When work orders are flagged for attention

Work order tickets are flagged for your attention in the following ways:

Flagging a work order automatically

A work order gets automatically flagged, where the assignee is not the logged in user, in the following cases:

When an update is received through email or from BMC Digital Workplace.
When you assign a work order to another user.
When other users update the status or status reason of work orders, which are assigned to you (Applicable Statuses: In progress, Assigned, Pending, and Resolved).
When the Service Level Agreement (SLA) of a work order is breached.
When a user adds a note to a work order.

Unflagging a work order automatically

A work order gets automatically unflagged, where the assignee is the logged in user, in the following cases:

When you update the status or status reason of a work order.
When you add a work note to a work order which is assigned to you.

Flagging/Unflagging a work order manually

You can flag or unflag a work order manually. You must mention the reason for flagging or unflagging a work order in the activity note.

To flag or unflag a work order manually, click the flag icon in the work order header. You must mention the reason for flagging or unflagging a work order in the activity note.

Activity - assigning to other user.png

From the Ticket Console, select multiple work orders and manually flag or unflag the work orders for other user's attention by using the Needs Attention icon:

bulk select.png

Flagging work orders that are in Closed, Canceled, or Rejected state

For work orders that are in Closed, Canceled, or Rejected state, by default, the Needs Attention flag is disabled. You cannot manually flag a work orders that is in these states.

A work orders that is in Closed, Canceled, or Rejected state gets flagged, where the assignee is not the logged in user, in the following cases:

When an update is received through email.
When a user adds a note to a work orders.
When a user sends an email directly from the work orders in BMC Helix ITSM.

In these cases, the flag icon is enabled and you can manually unflag a work order, if needed. Once you unflag the work order, the flag icon is disabled.