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This topic describes the tasks that you can perform by using the Integration for BMC Remedy Service Desk component in your Infrastructure Management environment.

You can view incident-specific information in BMC Remedy Service Desk and impact-specific information in the operator console.

BMC Remedy Service Desk view

From BMC Remedy Service Desk, you can view information in several ways that can help you understand the event or status change that prompted incident creation. An Incident Work Info view for service impact management displays a synchronized audit trail of impacted and causal CIs in the Infrastructure Management service model, as shown in the figure below.

BMC Remedy Service Desk Incident Work Info view for service impact management



An Incident Work Info view for event management displays a list of event details in the Notes box, as shown in the figure below.

BMC Remedy Service Desk Incident Work Info view for event management



In the Incident Request Information form, you can see the relationship between the impacted and causal CIs and impacted and causal incidents, as shown in the figure below.

BMC Remedy Service Desk Incident relationship view

operator console view

From the operator console, you can view information about the BMC Remedy Service Desk incident associated with an event, as shown in the following figure.

operator console Event Incident Info view



You can view information about the CI incident associated with a causal or impacted CI, as shown in the figure below.

operator console CI Incident Info view