The selected template auto-fills a number of fields on the screen, such as: Incident Title, Impact, Priority, Incident Status, Operational Categorization, and Product Categorization. 

The fields that are auto filled by a template depend on how the template is defined. All templates do not necessarily auto fill the same fields. You can change the selected template at any time. If you do, the auto filled fields are overridden with values specified by the new template.
If you do not find an appropriate template, you can click Cancel in the Select Template panel and then manually type information into the remaining fields. You can then continue to work through the incident ticket as described in this example.
The Summary field in Service Desk is referred to as Incident Title in Smart IT

Select anoption from the Incident Type drop-down menu.
To create specific incidents related to security, select Security Incidents in the Incident Type list.

Select a service in Affected Service field and an asset in the Affected Asset field.
The CI field in Service Desks referred to as Affected Asset in Smart IT.

If an asset belongs to another company within the multi-tenant environment, you can select Use a different company to select categories and select a different company in the Company drop-down list. When you change the company used to select the categories, the system clears the Operational Category and Product Category fields, and you must select new operational and the product categories.  
When you change the company in this step, the change affects only the company that is used for Operational and Product categorizations. It does not change the Affected Company.
If you have selected the Security Incident option in the Incident Type list, make sure that for the required category, you have enabled the Security Incident option from the Application Administration Console in BMC Helix ITSM. For more information, see Configuring BMC Helix ITSM applications .

You can leave the Assignee selection at the default setting so that the ticket is assigned to the correct group, based on the configured assignment rules.
Alternatively, you can clear the Auto-assign check box and manually select the support group that is best suited to resolve the incident.
If you select Security Incidents from the Incident Type list, in case of auto assignment, if the Smart IT administrator has configured the required settings, the ticket will be assigned to the security team. For more information, see Configuring settings for managing security incidents.

(Optional) You can click the Assign to me link to assign the ticket to yourself. If you are a part of a single support group, the ticket is assigned to you for that support group. If you belong to multiple support groups, you must select one group in the Update Assignment pane to assign the ticket to self. 
For more information, see Assigning tickets in Smart IT. 
It is not mandatory to select a value for the Assignee field while creating an incident or changing an incident status to Resolved.

Add notes to the incident request in the Incident Description field. The Notes field in Service Desk is referred to as Incident Description in Smart IT.

Click Save Ticket. The system creates the ticket, routing the incident request to the support group for assignment. 

If you are creating an incident request and want to add a screen capture or another file type to the notes you are taking, click Add File and follow the onscreen instructions. If you are aware of an existing ticket or some other entity that can help with the diagnosis and resolution of the ticket that you are currently working on, you can relate your ticket to that other ticket.
Depending on the needs of your organization, you might need to fill out other fields that are not immediately visible in the UI when you open it. If you click Set other optional fields, the system exposes those fields to view. For the auto assignment feature to work for incident tickets in Smart IT, you must select General from the Event list and create general events for the Incident Management application in BMC Helix ITSM.

After you save the incident, click the Tasks tab. If the incident template has any related tasks or task groups, you can see them here.