BMC Helix looks different depending on your version, interface and set-up. Outcomer shows agents each step on their own screen, from your procedures, so tickets are handled right first time.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made BMC Helix guides. We build your guides from your own procedures, on your own BMC Helix set-up, and test each one before your staff use it.
Your service-desk agents get the answer on screen, in BMC Helix and the systems around it, instead of interrupting a colleague or raising a ticket.
Agent training covers the basics once. Outcomer answers the questions that come up afterwards, on screen in BMC Helix, using your own procedures.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
On the ticket, use the Assign to me link. If you belong to more than one support group, you may need to choose the group. If you aren't a member of the ticket's support group, you can't assign it to yourself. The steps vary between the universal client, Smart IT and Mid Tier.
In the universal client, click the pencil icon in the assignment section, search for the person or choose another support group, click the new assignee and save. In Mid Tier, set the Assigned Group and Assignee on the incident form and save. Reopened incidents aren't routed automatically, so reassign them yourself.
Pending has its own status reasons, such as Client Action Required, Supplier Delivery and Third Party Vendor Action Required. Pick the one that matches who or what you are waiting for. Your firm may use only some of them, so check your desk's guidance.
Set the status to Resolved and give a status reason and a resolution note. The note shows in the ticket header after you save. The incident closes when the customer confirms the fix, or automatically after a period your firm sets.
Reopening a closed or cancelled incident needs the Incident Master permission, or the Incident User permission with the support group manager or lead role. If you don't have these, ask your group lead or follow your desk's process for a new incident.
When you add a work info entry, set its view access. Internal entries are only visible to users with Incident or Problem Management permissions; Public entries can also be seen by the requester. Setting Locked to Yes stops the entry being changed after you save. Screens differ between versions and interfaces.
Click Create on the Incident Management console and type the start of the caller's email address to find them. Check for similar incidents or knowledge articles, then apply the right template and follow its work instructions. Once the caller confirms the fix, enter the resolution, complete the required fields and set the status to Closed.
Search the Catalog for the service, fill in the details and answer the questions. Choose Request Now, or Add to cart to finish later. You can only request services that are in your firm's catalogue.
Open My Activity. Requests in progress are under Active events, and completed, rejected or cancelled ones are under Past events. You can search by request ID or order ID, and click Update when a blue dot shows there is news.
If your service-desk agents ask questions like these every week, Outcomer answers them on their own screen, using your own BMC Helix set-up and procedures.
See which BMC Helix tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.