Efficient management of incident queues

In BMC Intelligent Ticketing 2.0, if you are using the new impacted service model policy, only the Causal Incident is placed in Assigned state and the related Impact Incidents are placed in a Pending state. In earlier versions, both the Causal Incident and the Impact Incidents were placed in Assigned state making it difficult for the Service Desk technician to understand which incident to work on. 

By setting the status of the Causal Incident to Assigned and Impact incident to Pending, the service desk technician can easily differentiate what incidents to work on.

For more information, see Managing Impact incident queues.