This documentation supports the 18.08 version of Service Desk.

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Resolving and closing incident requests

The information in this section is for people who fulfill the role of specialist. Group coordinators and on-duty managers should also be familiar with the information in this section to better understand the support staff tasks and so they can fulfill the role of support staff if necessary. The tasks described by this section are organized according to the stages of the incident management lifecycle as described by the BMC Service Management Process Model. See Process flow status and the lifecycle of an incident request for an illustration of the incident management lifecycle.

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