Our BMC Helix Highlights are here to highlight our most exciting BMC Helix features that can transform your business and give you the opportunity to share your experiences with each of the features listed below.

You can earn an exclusive BMC Helix Highlights community badge by commenting how you use each of the highlighted features.    

We’ll update the highlighted features every quarter, so come back often to learn more about Helix ITSM.  

Click on the link to each feature to learn all the juicy details!

• New Progressive View
• New Asset Console
• Share Ticket Console
• Calendar

The ITSM calendar is a tool that enables users to plan and manage activities related to change requests, release requests, and other events, such as business events and outages. The ITSM Calendar displays change and release tickets with Scheduled Start and End Dates.

Our BMC Helix Highlights show our most exciting BMC Helix features that can transform your business and allow you to share your experiences with the New Calendar. Comment below how you've used this feature to earn an exclusive BMC Helix Highlights community badge.

Here are the ways in which users can leverage this calendar:

• Gaining an Overview of Scheduled Activities: The calendar provides a comprehensive view of change and release tickets, business events, and outages. Users can view these activities on a monthly, weekly, or daily basis.
• Creating and Viewing Change and Release Requests: Users can create and view change and release requests within the calendar. To ensure requests appear in the calendar, users must set both the Scheduled Start Date and the Scheduled End Date.
• Filtering for Specific Information: Users can utilize filters to focus on specific types of activities. Available filters include:
  • Change and Release Ticket Types
  • Business Events
  • Outages
  • Risk Level (from 1 to 5)
  • Status
• Managing Filters: Users can save filters for their current session. Filters are automatically cleared upon restarting Smart IT. Users can also remove individual filters or clear all filters.
• Viewing Details of Events and Tickets: Users can click on a specific event or ticket to view a short overview. A "View Full Details" link allows users to open the ticket for comprehensive information.
• Switching between Calendar Views: Users can choose between Month, Week, Day, and List views to visualize the scheduled events and tickets in different formats.
• Navigating through Time: Users can use navigation buttons to move between weeks or months in the calendar. They can also select a specific date to view the schedule.

To access and use the features of the ITSM calendar, users need appropriate permissions. Change agent and release agent permissions are required to view details related to change and release tickets. Business events and outages are visible to all users.

Configuring the ITSM calendar:

• Enabling or Disabling the Calendar Feature: The "calendarFeatureEnabled" configuration parameter controls the availability of the calendar feature in Smart IT. Setting this parameter to "true" enables the calendar, while "false" disables it.
• Setting the Display Limit for Calendar Items: The "calendarItemsDisplayLimit" parameter determines the maximum number of items displayed in the Month, Week, and Day views. Exceeding this limit will automatically switch the display to the list view.
• Choosing the Default Calendar View: The "calendarDefaultView" parameter sets the default view of the calendar, which can be "timeGridWeek" (week view), "dayGridMonth" (monthly view), or "timeGridDay" (daily view).
• Defining the Chunk Size for List View Items: The "calendarChunkSize" parameter specifies the number of calendar items fetched in the list view.

Additional Tips

To access change and release ticket details, you need change agent and release agent permissions. Business events and outages are visible to all users.

Accessing Further Information

To learn more about the ITSM Calendar and its features, you can refer to the following resources:

• BMC Community: Helix Support: Change Calendar and its configuration parameters in Smart IT - Blogs & Documents - BMC Community
• BMC Documentation: Configuring the calendar - Documentation for BMC Helix ITSM: Smart IT 22.1 - BMC Documentation
• BMC YouTube Channel: https://www.youtube.com/watch?v=iDROZM2y5Pc

By mastering these features, you can leverage the ITSM Calendar to enhance your IT planning and management processes.

The Asset Console in BMC Helix ITSM is a powerful tool that allows users to manage their assets effectively. It provides a centralized location to view, search, filter, and edit asset information. The console offers a user-friendly interface with features like custom presets, sorting options, and export capabilities for offline viewing. The Asset Console is particularly helpful for IT professionals who need to track and manage numerous assets, such as computers, software licenses, and network devices.

Our BMC Helix Highlights highlight our most exciting BMC Helix features that can transform your business and allow you to share your experiences with the New Asset Console. Comment below how you've used this feature to earn an exclusive BMC Helix Highlights community badge.

Key Features and Functionalities of the Asset Console

• Search and Filter: The Asset Console offers a robust search and filtering system, enabling users to pinpoint specific assets within a potentially vast inventory. Users can search using keywords or utilize an extensive set of predefined filters. The sources highlight the ability to add a filter by simply clicking on a field value. For example, if you see an asset with a specific status, clicking on that status value will automatically add it as a filter to refine the search results. Additionally, users can create and save their own custom filters based on their specific needs.

• Presets: Recognizing the need for quick access to commonly used search criteria, the Asset Console provides preset filters. Out-of-the-box, three presets are available: “Computers managed by me”, “All Assets”, and “My Assets”. These presets streamline workflows by eliminating the need to manually select multiple filters repeatedly. Users can further customize their experience by editing these default presets or creating new ones to align with their frequently used searches. This customization is crucial for IT teams dealing with specialized asset types or unique management requirements.

• Export Capabilities: The Asset Console acknowledges the need for offline analysis and reporting by offering export capabilities. Users can export the currently displayed assets to a CSV file. This feature is valuable for sharing asset information with teams or individuals who may not have direct access to the BMC Helix ITSM system.

• Column Customization: The Asset Console provides flexibility in how data is presented, allowing users to tailor the view to their preferences. Users have control over column visibility, enabling them to display only the information that is relevant to their tasks. They can also rearrange the order of columns and resize them to ensure optimal readability and data presentation.

• Multi-Column Sorting: The ability to sort by multiple columns simultaneously adds another layer of organization and analysis within the Asset Console. Users can sort by one column and then apply additional sorting criteria to other columns. For instance, you could sort by Asset Type first and then by Status, ensuring that all assets of a particular type are grouped together and then further organized by their operational status. The sources emphasize selecting the sort order (ascending or descending) and specifying the order in which columns should be sorted.

• Action Menu: The action menu, accessible from each row in the Asset Console, provides quick access to common asset management functions. Users can directly edit asset details, view related people and CI (Configuration Item) information, and even manage relationships between assets.

• Integration with Smart IT: The Asset Console seamlessly integrates with Smart IT, BMC's user-friendly interface for IT service management. Changes made in the backend configuration, specifically to Progressive Web App (PWA) views within Asset Management forms, are reflected in the Asset Console display in Smart IT. For example, adding specific attributes to the SV View in the AST:DiskDrive form, like "media type", "size", and "partitions", will result in those fields appearing in the Asset Console when viewing a Disk Drive asset in Smart IT. This dynamic integration ensures consistency between the backend configuration and the user-facing interface.

Customizing the Asset Console

• Customizing PWA Views: The sources provide detailed instructions on customizing the appearance of asset data in the Asset Console by modifying PWA views within Asset Management forms. This customization can include tasks like adding, removing, or rearranging fields to tailor the view to specific needs. The example in the sources walks through adding fields like "Interface Type", "Media Size", and "Size" to the SV View of the AST:DiskDrive form to make these details visible in the Asset Console in Smart IT.

• Considerations for PWA Customization: The process of customizing PWA views goes beyond simply adding or removing fields. The sources highlight the importance of considering how these changes will be displayed on different devices, including desktops, tablets, and mobile phones. Users are encouraged to adjust the display properties of fields, such as width, to ensure optimal presentation across various screen sizes.
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• Understanding the Configuration Form: The form "SHR:SV_TicketConfig" acts as a control point for determining which customized attributes, defined in PWA views, are ultimately displayed in Smart IT's Asset Console. The "Asset has attributes UI" setting on this form needs to be enabled to allow custom attributes to be visible.
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Tips and Best Practices

• Leverage the Power of Search and Filters: The Asset Console's search and filtering capabilities are designed to streamline asset management tasks. Users should familiarize themselves with the available filters and make use of them to narrow down search results effectively.

• Create Custom Presets for Efficiency: If users find themselves repeatedly applying the same set of filters, creating custom presets can significantly improve efficiency. This practice saves time and ensures consistency when searching for specific assets or asset groups.

• Customize the Console for Your Needs: The Asset Console's customizable nature empowers users to tailor the display to their preferences and requirements. Utilize the column selection, sorting, and resizing features to optimize data presentation and enhance readability.

• Explore the Action Menu: The action menu, accessible from each asset row, offers quick access to a variety of asset management functions. Users should explore these options to streamline tasks like editing assets, viewing relationships, and accessing related information.

Ready to enable the New Asset Console? Learn how to here.

For further details and resources, check out the following links:

·     BMC Documentation: Tailoring the Asset console for your work - Documentation for BMC Helix ITSM: Smart IT 22.1 - BMC Documentation

·      BMC Documentation: Overview of asset profiles in Smart IT - Documentation for BMC Helix ITSM: Smart IT 22.1 - BMC Documentation

·     BMC YouTube Channel: Webinar: Customizing Asset Management in Progressive Web Apps (PWA)

·     BMC YouTube Channel: Quick tour of the Asset console in BMC Helix ITSM

·     BMC Community: Q&A Session: Customizing Asset Management in Progressive Web Apps (PWA) - Blogs & Documents - BMC Community

The Asset Console in BMC Helix ITSM provides a comprehensive and customizable solution for managing assets. Its user-friendly interface, integrated with Smart IT and enhanced by features like advanced search, filtering, and customization options, makes it a valuable tool for IT professionals. By understanding and utilizing the Asset Console effectively, organizations can gain better control over their asset inventory, streamline management processes, and improve their overall IT service delivery.

BMC Software has long been a leader in providing innovative solutions that streamline business operations and enhance IT service management. By continually introducing powerful features, BMC empowers organizations to navigate the complexities of service requests and incidents with greater ease and efficiency. One such feature, the Shared Ticket Console, exemplifies BMC’s commitment to improving collaboration and productivity in the fast-paced world of IT.

In this blog, we will delve into the features and benefits of the Shared Ticket Console, drawing insights from a variety of resources, including instructional videos and community discussions.

Our BMC Helix Highlights highlight our most exciting BMC Helix features that can transform your business and allow you to share your experiences with the Shared Ticket Console. Comment below how you've used this feature to earn an exclusive BMC Helix Highlights community badge. 

Shared Ticket Console: A Deep Dive

The Shared Ticket Console in BMC Helix ITSM provides a centralized platform for users to access and manage tickets from various ITSM applications. This blog post will explore the Shared Ticket Console's functionality, customization options, and performance considerations.

Functionality

The Shared Ticket Console aggregates data from up to eight different request types, including incidents, work orders, and changes. It accomplishes this by utilizing an AR system view form called "smt Union Smart IT Ticket Console". This view form is based on a database view named "U Smart IT Ticket Console" that combines data from separate forms associated with these request types.

The console retrieves data from these forms and presents it in a unified view. To accommodate the variations in field IDs and selection values across different request forms, the Shared Ticket Console employs a mechanism to consolidate data. For instance, the "Consolidated status" field on the "smt Union Smart IT Ticket Console" view form encompasses all possible status values across the underlying request forms, ensuring accurate status display for each ticket.

Customization

Users can customize the Shared Ticket Console to enhance its functionality and tailor it to specific requirements.

Adding Custom Columns

One common customization is adding custom columns to the ticket console view. This process involves:

• Adding a record to the "shr union data source Fields" form to register the new column name.
• Mapping the new column to the corresponding field on the relevant request forms using the "shr union data source Fields mappings" form.
• Rebuilding the database views to incorporate the new column.

A step-by-step demonstration of adding a custom column can be found in a BMC documentation video.

Filtering options:

Ticket screen:

Enabling Auto-Refresh

While not available out of the box, users can enable an auto-refresh feature for the Shared Ticket Console through customization. This involves:

• Creating a record definition to store user preferences for auto-refresh.
• Adding processes to manage these preferences.
• Updating the ticket console view to support auto-refresh.

Detailed instructions for this customization can be found in a BMC community post.

Performance Considerations

Row-Level Security Algorithm

The Shared Ticket Console's performance can be influenced by the choice of row-level security algorithm. The traditional approach relied on data stored in the main request form's T table to determine user access. BMC Helix ITSM versions 19.02[PA7] [SH8]  and later introduce a new algorithm called "subquery". This algorithm utilizes a separate S table to store row-level security data, offering potential performance improvements.

Database Index Optimization

When adding custom fields as columns, it's important to consider their potential impact on query performance. If the new column is frequently used for filtering, adding a database index may be necessary to ensure efficient data retrieval.

Best Practices

To ensure a successful implementation of Shared Ticket Console customizations, consider the following best practices:

• Thorough Preparation: Before making any changes, verify that all columns used by the "smt Union Smart IT Ticket Console" view form are defined in the "shr union data source Fields" form. Ensure that selection fields on the view form include all possible values from the mapped fields on the request forms.
• Testing and Backup: Before implementing customizations on a production system, test the changes thoroughly in a test environment. Additionally, back up the existing database view definitions to enable rollback if necessary.
• Monitoring and Validation: After implementing changes, monitor the console for any errors and validate its functionality with users, particularly those with restricted access permissions.

Troubleshooting Common Issues

[embedded video] BMC YouTube Channel: Webinar - Ticket Console Configuration and Avoiding Common Mistakes https://www.youtube.com/watch?v=cHUgJ7dfAa4

Several common issues can arise during or after customization, including:

• Invalid Column Name Errors: These errors often indicate a mismatch between the "smt Union Smart IT Ticket Console" view form and the supporting database view. This can happen if data in the union data source fields form is inadvertently changed or if required union fields are missing. The solution typically involves adding or correcting the union field definition and rebuilding the view.

• Union All Errors: These errors usually occur when the form-level views being combined by the "Union all" operator have inconsistent numbers of columns or column order. This can happen if an error occurs during a rebuild process, leaving some views updated while others remain unchanged. Re-triggering the build process and fixing any encountered errors usually resolves this issue.

• Subquery Algorithm Errors: Errors related to the subquery algorithm can manifest as invalid object name errors or invalid column name errors. These errors often stem from missing or incorrectly configured S views or issues with the form properties of the "smt Union Smart IT Ticket Console" form. Solutions involve ensuring the presence and proper configuration of the S views, enabling security tables for the relevant ITSM forms, and verifying the correct setup of the join properties in the view form.

For further details and resources, check out the following links:

·     BMC Documentation

·     BMC YouTube Channel Webinar - Ticket Console Configuration and Avoiding Common Mistakes

·     BMC YouTube Channel How to add a field to Shared Ticket Console in BMC Helix ITSM

·     BMC YouTube Channel Ask The Experts

·     BMC Community

Elevate your workflow by exploring the Shared Ticket Console and discover how BMC’s solutions can transform your IT service management.

In today’s fast-paced digital landscape, businesses are constantly seeking ways to enhance user experiences and streamline operations. One innovative solution that has gained traction is the Progressive View, particularly within the realm of Progressive Web Applications (PWAs). This approach not only transforms how users interact with applications but also brings significant benefits to businesses and their customers. Let’s explore this feature.

Our BMC Helix Highlights highlight our most exciting BMC Helix features that can transform your business and allow you to share your experiences with the New Progressive View. Comment below how you've used this feature to earn an exclusive BMC Helix Highlights community badge.

What is Progressive View?

Progressive View refers to a modern web application architecture that combines the best features of web and mobile applications. This approach leverages the capabilities of PWAs to deliver an app-like experience directly through web browsers, making it accessible across a variety of devices without the need for installation from app stores.

Ready to Enable Progressive View? Learn how to here!

Key Benefits of Progressive View

1. Enhanced User Experience

Progressive View provides users with a seamless experience, allowing them to access applications quickly and efficiently. Features like offline access, push notifications, and fast loading times ensure that users can engage with the application anytime, anywhere. This convenience fosters greater user satisfaction and retention.

2. Cross-Platform Compatibility

One of the standout benefits of Progressive View is its ability to work across different platforms and devices. Whether users are on a desktop, tablet, or smartphone, they can access the same high-quality experience. This cross-compatibility reduces development costs and time, as businesses can maintain a single codebase.

3. Improved Performance and Reliability

PWAs, enabled by Progressive View, are designed to be resilient, offering smooth performance even in low-network conditions. Features like service workers ensure that users can continue to interact with the app offline or during network disruptions, enhancing reliability and trust in the service.

4. Cost-Effectiveness

Developing a Progressive View solution can be more cost-effective compared to traditional native app development. By focusing on a single web-based platform, businesses can save on development, maintenance, and marketing costs. This financial efficiency allows organizations to allocate resources to other critical areas.

5. Increased Engagement Through Notifications

Progressive View supports push notifications, which are a powerful tool for increasing user engagement. Businesses can send timely updates, promotions, and reminders directly to users, encouraging them to return to the application. This direct line of communication can significantly enhance customer loyalty and interaction.

Incident Creation Screen:

Create Change request screen:

Create Problem screen:

Usage Scenarios

Progressive View is ideal for various industries and use cases. For example:

• Retail: Retailers can use PWAs to create engaging shopping experiences with features like product catalogs, cart management, and seamless checkout processes.
• Service Providers: Companies offering services can utilize Progressive View for booking appointments, tracking orders, and providing customer support.
• Educational Institutions: Schools and universities can implement PWAs for course management, resource sharing, and student engagement.

Importance for Customers

For customers, the adoption of Progressive View means access to applications that are not only functional but also enjoyable to use. The ability to interact with services smoothly and reliably enhances the overall customer journey, leading to higher satisfaction and loyalty. In an era where convenience and speed are paramount, Progressive View positions businesses to meet and exceed customer expectations.

Ready to Enable Progressive View? Learn how to here!

Learn More About Progressive View

For those interested in diving deeper into Progressive View, here are some useful resources: 

·  BMC Documentation: A comprehensive guide on how to enable PWAs within your applications

·     Webinar | Transitioning to Progressive Views

·     BMC YouTube Channel: A visual introduction to PWAs and their benefits.

·     BMC YouTube Channel: Best practices for custom messages and troubleshooting PWA screens.

·     BMC Community | Ask the Expert Progressive Web Apps

·     BMC Community

As the digital landscape continues to evolve, embracing Progressive View can provide businesses with a competitive edge. The benefits of enhanced user experiences, cross-platform compatibility, cost-effectiveness, and increased engagement make it a strategic choice for organizations looking to thrive in today’s market. By prioritizing Progressive View, businesses not only cater to their customers’ needs but also prepare for a future where adaptability and innovation are key to success.

For those interested in learning more about Progressive View, resources like BMC’s documentation and community discussions are invaluable starting points. Embrace the future of web applications with Progressive View and watch your customer engagement soar!

Hello, everyone!

My name is Shefali Paul, and I am thrilled to join BMC as an Online Communities Specialist. With a background in community management, project coordination, and communications, I’m here to foster connections, engagement, and growth within our online community.

I’m passionate about creating meaningful interactions and assisting our community members in finding value, support, and knowledge through our platform.

I look forward to collaborating with each of you, bringing fresh perspectives, and ensuring our community remains an empowering space. I’m excited to connect with all of you and build something exceptional together!