If you create an Incident ticket in Smart-IT using an Incident template, then you try to find that ticket in ITSM using the "Template+" field you cannot find it by directly searching the Template field.But if you create a ticket in ITSM using that same template then you can find it when searching the "Template+" field.


Step to replicate the issue.

a. Login to Smart IT
b. Click on Create New > Incident
c. Fill in all the required fields and select an Incident Template
d. Click on "Save Ticket" button and note the Incident ID



e. Login to ITSM / Mid Tier and open the Incident form in Search mode
f. Type the template name used in "step c" on "Template+" field and hit "Search" button. You wont find the incident created in "step d"



g. Click on New button to display the Incident form in New mode
h. Fill in all the required fields and select the same Incident Template in "step c"
i. Click on "Save" button and note the Incident ID



j. Click on "New search" button
k. Type the template name on "Template+" field and hit "Search" button. You will only see the incident created in "step i"

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

This defect will be fixed in Smart IT 20.08 version, as a work around import the .def file attached to this KA which gets the Incident Template name before creating the ticket on "HPD:Help Desk".