Creating a ticket from the Create New menu

Using Smart IT Universal client, you can also create tickets from the Create New menu. The Create New menu uses a more traditional, forms-based way to create tickets.

You can create the following items from the Create New menu:

  • Incidents (including security incidents)
  • Work orders
  • Knowledge articles
  • Change requests
  • Problem investigations
  • Known errors
  • Release
  • Broadcasts
  • Assets

Example scenario: Creating a ticket from the Create New menu

In this scenario, Francie Stafford, the second level service desk agent creates an incident ticket in the universal client. She selects the Incident option from the Create New menu, and uses the more traditional forms-based approach to creating incident requests. While typing a search query, if more results are available, a tooltip appears that asks you to continue typing to refine your search.

  1. Francie receives an escalation related to a request for help with a complex configuration issue for Greg Jones, who is the Director of H.R.  
  2. Francie opens the relevant incident ticket in the universal client and notices that although the ticket is for a problem with Greg's machine, Marilee Weegou, who is Greg's executive assistant, is listed as the contact person.
  3. Francie calls Marilee to gather some information about Greg's computer and while they are talking, Marilee mentions that Greg encountered the Blue Screen of Death earlier in the day, when he tried to restart his laptop. 
  4. Francie offers to create an incident ticket about the Blue Screen of Death problem so that someone can follow up on the issue. 
  5. To capture the details of the issue, Francie opens Smart IT and clicks Create New, and then selects Incident.
  6. Francie starts recording the ticket information outlined by the fields on the form. She is sure to record Greg's name as the affected customer and clicks Add Person so she can add Marilee as a second contact person. 
  7. Francie looks for a template by typing Computer reboot in the Template field, but the auto complete feature does not find a match for this phrase. Next, Francie clicks Browse All Templates to open the template browser. The Template Browser shows a list of the most recently used templates, however, Francie still does not see a match. Next, in the Template Browser, under Select a category to browse, she clicks the drop-down list to see a high-level list of template categories. Francie selects Software and then clicks the middle drop-down list to select from the next tier of template categories where she selects Operating Systems. From the third drop-down list, she selects Blue Screen of Death upon restart, which she highlights and then clicks Save. 

  8. The selected template auto-fills a number of fields on the screen, such as: Incident Title, Impact, Priority, Incident Status, Operational Categorization, Product Categorization, and so on.

    Notes

    The fields that are auto-filled by a template depend on how the template is defined. All templates do not necessarily auto-fill the same fields.

    You can change the selected template at any time. If you do, the auto-filled fields are overridden with values specified by the new template. If Francie did not find an appropriate template, she could click Cancel in the Select Template panel and then manually type information into the remaining fields. She would then continue to work through the incident ticket as described in this scenario.

    The Summary field in BMC Service Desk is referred as Incident Title in Remedy with Smart IT.

  9. Francie selects the Infrastructure Event option from the Incident Type drop-down menu.
    You also have the option of selecting Security Incidents in the Incident Type drop-down menu to create specific incidents related to security.
  10. Francie moves on to the Affected Service field and starts to type Infra (because the business service type is Infrastructure Operations). As the system detects what she is typing, she sees a list of possible matches from the business services already in the system. Francie clicks Infrastructure Operations in the list of suggestions and moves on to the  Affected Asset field. Again, as Francie starts to type the model of laptop affected by the incident, the system suggests a list of matches from which Francie makes a selection. The CI field in BMC Service Desk is referred as Affected Asset in Remedy with Smart IT.

  11. Because Greg's laptop is an asset that actually belongs to another company within the multi-tenant environment, Francie selects Use a different company to select categories. From the Company drop-down list, Francie selects the company that owns Greg's laptop. Because Francie changed the company used to select the categories, the system cleared the Operational Category and Product Category fields, so Francie must select new operational and the product categories. She clicks inside the Operational Category field and presses Enter. She then selects the correct categorization from of the list generated by Smart IT. Francie then clicks inside the Product Category field and selects a new product category the same way. 
    When you change the company as Francie did in this step, the change affects only the company that is used for Operational and Product categorizations, it does not change the Affected Company, which is tied to Greg's People record.

    Note

    If you have selected the Security Incident option in the Incident Type drop-down menu, make sure that for the required category, you have enabled the Security Incident option from the Application Administration Console in Remedy IT Service Management. For more information, see Standard configuration.

  12. Francie leaves the Assignee selection at the default setting, Will be auto-assigned, so that the ticket is assigned to the correct group, based on the configured assignment rules. Alternatively, if Francie knew which support group was best suited to resolve the incident, she could have unselected the Auto-assign check box and manually selected the support group.

    If you select Security Incidents from the Incident Type drop-down menu:

    • In case of auto assignment, if the Smart IT administrator has configured the required settings, the ticket will be assigned to the security team. For more information, see Configuring-settings-for-managing-security-incidents.
    • For the auto assignment to work, make sure that you have enabled the Security Incident option from the Application Administration Console in Remedy IT Service Management.
  13. (Optional) Francie clicks the Assign to me link to assign the ticket to herself. If she is part of a single support group, the ticket is assigned to her for that support group. If she belongs to multiple support groups, she has to select one group in the Update Assignment pane to assign the ticket to self. For more information, see Assigning tickets. It is not mandatory to select a value for the Assignee field while creating an incident or resolving an incident to Resolved.
  14. Francie then adds notes to the incident request in the Incident Description field. The Notes field in BMC Service Desk is referred as Incident Description in Remedy with Smart IT.
  15. Francie clicks Save Ticket and the system creates the ticket, routing the incident request to the support group for assignment. 
    If you are creating an incident request and want to add a screen capture or another file type to the notes you are taking, click Add File and follow the onscreen instructions. If you are aware of an existing ticket or some other entity that can help with the diagnosis and resolution of the ticket that you are currently working on, you can relate your ticket to that other ticket. Depending on the needs of your organization, you might need to fill out other fields that are not immediately visible in the UI when you open it. If you click Set other optional fields, the system exposes those fields to view. For the auto assignment feature to work for incident tickets in Smart IT, you must select General in the Event list and create general events for the Incident Management application in BMC Remedy ITSM.