Able for user to directly (Right Click) off Incident GUI to launch external tickets in system (e.g. BMC Helix ITSM) this part of core product not custom customer configuration

As a end user to go down multiple layers to triggers system outside tickets and not be able to view at the Incident GUI view the tickets is complex and time consuming making it inefficient and hard to use.

Currently the implementation of having an RUN book that triggers system outside of CP4AIOps Watson (Impact servers) before a ASYNC call it done to raise an external ticket in system (e.g. BMC Helix ITSM) is not a good user experience as there is no feedback if this is failing upstream.

The Right-Click Launch Ticket RFE involves the following enhancements:

• Right-Click Menu in Incident GUI View: Implement a right-click menu in the incident alert view that allows users to create tickets directly from incidents. This functionality is currently available in the Incident view but needs to be extended to the incident view for consistency and ease of use. 1

• Direct Ticket Creation: Enable users to right-click on an alert and select an option to create a ticket using a configured ticket connector. This should trigger an API call to the ticketing system, creating the ticket without requiring intermediate steps or custom runbook actions.

• Feedback on Ticket Creation: Provide immediate feedback on the success or failure of the ticket creation process. This could be achieved by displaying the state of the asynchronous action, such as showing the ticket ID in a column or providing a status message. Note: a work around for this request is using a custom field in a column in the alert view, and populating that field by the custom logic. Agree that we should show status of any async runbook operation.

• Raised tickets ID available in GUI: That a user can configure a view in the incident list to be available to show in main GUI a column that has the external ticket ID. This will be able to show multiple ID's (e.g. ID1234, ID567, ID890) if more than one external ticket is raised.

These enhancements aim to streamline the process of creating tickets from alerts, reduce the number of steps required, and provide clear feedback to users on the status of their actions.

Highlighted Functionality actions to also be available by selecting multiple Incidents and Incidents .