IRM provides a basic built-in Ticket capability that can be used standalone, or in conjunction with an external system such as BMC Remedy or ServiceNow. Below are some of the basic attributes of the IRM Ticketing system:
Ticket objects are considered to be a separate Super Category, which means they have a designated Object Grid tab and Categories and Types Tree menu section:
When a new Ticket is created, IRM automatically alerts the user that there is a Ticket that needs attention via a designated icon/ button , which also gives access to the Ticket Manager dialog, which is the main place in the application to work with Ticket objects. Note that this icon also indicates the number of opened Tickets.
The Ticket Manager dialog lists all Tickets and their basic properties, as well as the list of assigned MACs (if any) and their basic properties, in the same dialog. From here, the user is also able to directly change the Ticket Status, engage Reporting, etc.
Note: If the Ticket was created from an External system such as, BMC Remedy or Service Now, then a link to the External ticket is stored as a hyperlink in the External Id column.
The following subtopics will cover these and additional features of the IRM Ticketing system.
, which also gives access to the Ticket Manager dialog, which is the main place in the application to work with Ticket objects. Note that this icon also indicates the number of opened Tickets. 