Overview of information displayed on a ticket in Smart IT

A ticket provides you with the information that you need to understand the nature of the request, begin to diagnose it, and manage the ticket through its lifecycle. The following tables describe the information that you find on tickets and help you to understand how to use it.

For information about how to configure screens in Smart IT, see Configuring-Smart-IT-on-screen-fields.

Incidents, work orders, tasks, and service requests

The following table describes the information that you find on incidents, work orders, tasks, and service requests

Section	Fields	How you use it
Ticket header	Title	Quick overview of the issue
	ID number	Unique identification to reference a specific ticket
	Icons	The icons help you to distinguish between the different types of tickets. For example, theicon for security incidents helps you to distinguish between security incidents and regular incidents.
	Impact	Indicates the effect of an incident, problem, or change on business processes
	Urgency	Indicates how long it will be until an incident, problem, or change has a significant business impact For more information on the ticket impact and urgency, see Ticket-priority-in-Incident-Management.
	Status	Indicates where the ticket is in the request lifecycle Example: Assigned, In Progress, Closed
	Status Reason	Provides the reason why the ticket status is being changed
	Resolution Note	While changing the status to Resolved or Closed, describe the resolution for the ticket. The Status Reason and Resolution Note are displayed in the ticket header after saving the ticket.
	Service Level Agreement (SLA) progress bar	Displays how close the ticket is to breaching the governing service level agreements. For more information, see SLA-progress-bar-in-Smart-IT.
Contact (Not found on tasks)	Affected customer(s)	Identifies the person who is affected or who requested the ticket
	Company, Organization	Displays the company and organization to which the customer belongs
	Region, Site, Site Group	Indicates the region and site to which the customer belongs
	Contact information	Displays contact name, phone, and email
Ticket details (varies by ticket type)	Description	Detailed information about the ticket that you can use to either diagnose the problem or plan next steps
	Affected Service Affected Asset	For incidents and work orders, the Affected Service (and for incidents, Affected Asset) indicates the aspect of the business which is affected by the ticket.
	Incident Type	For incidents, the Incident Type option displays the type of incident that is created. For example, Security Incidents.
	Operational Category	Identifies the operational category and product category that are assigned to the ticket. Note: 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. If multiple CIs are associated with the ticket, the system displays the affected CI in the Product Category field.
	Product Category
	Attachment	Allows you to attach files from the following locations when using Smart IT on mobile devices: Files stored on the device Files stored on cloud storage such as, Google Drive, Dropbox, OneDrive, and Box.
Assignment	Assignee	Identifies the support group and individual within the support group that is assigned to work on the ticket. Use this information to know who to contact if you need information about the ticket, or if you collaborating with the assignee.
	Manager
	Group
	Assign to me	Enables you to assign a ticket to yourself when you create or edit an incident, a work order, a task, a problem investigation, a known error, a change request, or a knowledge article. For more information, see Assigning tickets.
Tasks (Not found on tasks or service requests)		Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress.
Related items (Not found on tasks or service requests)		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-the-current-ticket). Some related assets are crowd sourced. You cannot remove these related items in Smart IT. For more information, see Overview-of-asset-profiles-in-Smart-IT. Incident tickets that were automatically generated by the data loss prevention (data compliance) integration in BMC Remedy ITSM version 9.1.02 or later 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 Smart IT. Depending on the processes in your organization, this type of incident might have a specific categorization and assignment that should not be modified.
Activity		Provides a time-based account of events and notes associated with the ticket. Note: You can use @ (at sign) to mention someone in the Activity feed, and that user will receive a message in Updates. To use this capability, the user must have access to the ticket.
Resources (Not found on tasks or service requests)		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 in Smart IT. Recommended Knowledge: Lists knowledge articles that might be relevant to the current ticket. Note: 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. *Recommended Tickets (Incidents only):* Lists tickets that are similar to the current incident. If you find a ticket that is relevant to the incident and mark it as a duplicate issue, you will see a reference to it in the Related Items area.
Fulfillment (service requests only)		Lists the fulfillment steps taken to complete this request, along with the status for each one. Any tickets generated from steps are shown inline. Click the ticket to display its details.

Change requests

The following table describes the information that you find on change requests.

Section	Fields	How you use it
Ticket header	Title, ID number, Priority, Status, SLA progress bar	See the Incidents, work orders, tasks, and service requests table for information about these fields.
	Change Class	Indicates the Change Class (such as Normal, Standard, Emergency, and so on). For more information, see Creating-and-managing-change-requests.
Ticket details	Description, Affected Service, Operational Category, Product Category, Attachments	See the Incidents, work orders, tasks, and service requests table for information about these fields. Change requests include additional information such as the Requested For user, Change Location, and Impacted Areas.
Assignment	Change Coordinator	In Smart IT, the Change Coordinator is typically the person who creates the change request. Identifies the support group and individual within the support group that is assigned to work on the change request. Note: Smart IT does not support all functionality included with Remedy IT Service Management that might be used by these roles. For example, Smart IT does not include the risk reports or Atrium Impact Simulator. For some activities, such as estimating costs, you can add custom fields in Smart IT. For more information, see Creating-and-managing-change-requests and Adding-custom-fields-to-your-views-using-Smart-IT.
	Coordinator Group
	Change Manager
	Manager Support Group
	Assign to me	For more information on how assignment works, see Assigning tickets.
Dates	Scheduled Dates, Actual Dates, Target Dates	Enter the dates in this section
Risk		Includes a few questions that the system uses to calculate risk
Documents		Select the documents you plan to add for this change request. Note: In Remedy IT Service Management, if you add an attachment or Work Note in the Work Detail tab of a Change Request, in Smart IT, that attachment or work note may appear in the Documents section, because Smart IT gives you a simplified user interface.
Tasks		Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress. For more information, see Adding-tasks-to-tickets-in-Smart-IT.
Configuration Items		CIs related to change requests are listed in Configuration Items. Some related asset CIs are labeled as crowdsourced CIs. You cannot remove these related CIs in Smart IT. For more information, see Working with profiles in Smart IT.
Related items		Lists any records that are associated with the change request, such as work orders or incidents. From this section, you can relate existing records, or create new records. For more information about the information recorded in these sections, see Creating related tickets from the current ticket

Problem investigations and known errors

The following table describes the information that you find on problem investigations and known errors

Section	Fields	How you use it
Ticket header	Title, ID number, Priority, Status, SLA progress bar	See the Incidents, work orders, tasks, and service requests table for information about these fields.
Ticket header	Status	To change the status, you must edit the problem investigation ticket. Also, you must specify values in the mandatory fields to save the ticket. For example, you must specify the target date when you move a problem investigation ticket from the Draft status to the Under review status.
Ticket details	Problem Location (only in problem investigations)	Refers to the geographical location of the problem.
	Investigation Driver (only in problem investigations)	Can be set to High Impact, Re-Occurring, Non-Routing, and Other incidents.
	Impacted Areas	Specifies the Company, Region, Site Group, Site, Organization, and Department. This field is visible only if it contains information.
	Root Cause	Select a cause for the problem investigation or known error. This field is visible only if it contains information.
	Workaround	Explains a temporary workaround for the known error. This field is visible only if it contains information.
	Resolution	Indicates the permanent fix for the known error and can be set if a fix has been determined. This field is visible only if it contains information.
	View Access	Can be set to Public or Private.
Assignment	Problem Coordinator	In Smart IT, the Problem Coordinator is typically the person who initiates the problem investigation. For information about these roles, see "Problem Management user roles" in Related topics.
	Coordinator Group	C an be set to Backoffice Support , Frontoffice Support , or Service Desk .
	Assigned to	Assigned to indicates the technician the problem has been assigned along with the Support Group . If a Problem Investigation is auto-assigned to the Backoffice Support group and the logged in user belongs to the Service Desk group, then Smart IT does not show the Assign To Me option as the ticket belongs to a different support group. If it is assigned to the Service Desk to which the user belongs to then Smart IT displays the Assign To Me option.
	Support Group
	Assign to me	For more information on how assignment works, see Assigning tickets.
Tasks		Allows you to create and assign tasks related to the ticket, update the tasks, and track their progress. For more information, see Adding-tasks-to-tickets-in-Smart-IT.
Related items		Lists any records that are associated with the problem investigation or known error. From this section, you can relate existing records, or create new records. For more information about the information recorded in these sections, see Creating related tickets from the current ticket.

Work Orders

In the work order, you record the customer's name and company, and a summary of the work to be done. The work order ID is automatically generated by the system after you create a ticket.

Use the Categorization section to record which products and services are affected by the work order. Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup form of Remedy IT Service Management. Product categorization, which is based on a five-tier hierarchy defined in the Product Catalog Setup form of Remedy IT Service Management, also includes product name, model/version number, and manufacturer.

Note

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 Remedy IT Service Management if you intend to use them with 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 organization within a business to another. Business service CIs can include customer support, employee provisioning, server farms, storage, and so on. Selecting an Affected Service 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.

Note

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 Remedy IT Service Management.

When you create a new work order, the initial status is set to Assigned. To move the work order from Assigned status to its next status, you must enter information in the required fields.

You need to set the priority of the work order. Priority indicates the relative order in which work orders should be addressed, and is influenced by considerations of risk and resource availability. The Priority field value is shown in work order notifications. The default value is Low.

Notes

For a work order that automatically creates a service request, notifications from the service request include a default value of Medium for Impact and Urgency. The work order Priority value is not shown.

Work order notifications include the work order Priority value, but not the Impact and Urgency values from the service request.