>[email protected]","IT Triage") Service Desk HPD:Help Desk (Incidents) Categorization Tier 1 Tickets Master Data Category The category of the ticket, such as to delineate an application or area of the business to attach to the ticket Service Desk HPD:Help Desk (Incidents) Categorization Tier 2 Tickets Master Data Category The category of the ticket, such as to delineate an application or area of the business to attach to the ticket Service Desk HPD:Help Desk (Incidents) Categorization Tier 3 Tickets Master Data Category The category of the ticket, such as to delineate an application or area of the business to attach to the ticket Service Desk HPD:Help Desk (Incidents) Status Tickets Master Data Status The status of the ticket. This is used for grouping in several reports. (Example: "Not Started", "In Progress", "Resolved", "Verified", "Closed") Service Desk HPD:Help Desk (Incidents) Description Tickets Master Data Description A description of the ticket. This is shown when drilling into an individual ticket. (Example: "restart my server", "deploy a new server") Service Desk HPD:Help Desk (Incidents) Reported Date, Closed Date Tickets Master Data Duration The duration of time that the ticket was in the Open state. (units can be any format to fit your business) Service Desk HPD:Help Desk (Incidents) Impact Tickets Master Data Impact The impact of the ticket. Used for grouping several reports. (Example: "High", "Medium", "Low") Service Desk HPD:Help Desk (Incidents) Urgency Tickets Master Data Severity The severity, or level of impact to the business, of the ticket. Service Desk HPD:Help Desk (Incidents) Direct Contact Site Tickets Master Data Location The location of the ticket. Use as the location of the Help Desk or the location of the employee reporting the ticket

16 BMC Product BMC Form BMC Field Apptio Master Dataset Apptio Field Description Service Desk HPD:Help Desk (Incidents) Priority Tickets Master Data Priority The priority, or level of importance, of the ticket. This is used for grouping in some reports. (Example: "P1","P2") Service Desk HPD:Help Desk (Incidents) First Name, Last Name Tickets Master Data Reported By The individual or department that reported the ticket. Used for grouping in some reports. (Example: "John Doe", "Marketing") Service Desk HPD:Help Desk (Incidents) Incident Number Tickets Master Data Ticket ID The same column used for the Identifier. This is required for individual ticket reports. (Example: "INC000000000241", "CHG000000002421") Service Desk HPD:Help Desk (Incidents) Service Type Tickets Master Data Service The service with which this ticket is associated. Can be a service in the Service Library or not.

DataLink BMC Integration Guide 17 Applications data Used to inventory your application portfolio and allocate application costs back to consumers, collect application data. BMC internal ID fields are not included below. BMC  Product BMC Form BMC Field Apptio Master Dataset Apptio Column Description CMDB AST:Application Owner_contact, Owner_name Applications Master Data Application Business Owner The business owner of the application, such as Operations or Marketing. CMDB AST:Application Type, Item Applications Master Data Application Family The family group of the application, such as Word Processor or Email. CMDB AST:Application Application GUID Applications Master Data Application ID A unique identifier for the application, such as the application name. CMDB AST:Application Name Applications Master Data Application Name The name of the application, such as Microsoft Word or Adobe Acrobat. CMDB AST:Application Description Applications Master Data Application Purpose The purpose of the application, such as Accounting or Graphics. CMDB AST:Application Priority Applications Master Data Business Criticality The level of importance the application is to the business, such as Level I, Level II, or Low, Medium, High