This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Using the Incident Management decision tree

A decision tree takes you step-by-step through a questionnaire. Based on your answers, the decision tree completes part of the form for a new incident request record. Each element in the decision tree displays a list of items. Your final selection completes part of the incident.

Decision trees are built by a manager or administrator at your company.

You can set up your preferences to use available decision trees whenever you start a new incident. For information about setting up your application preferences, see Selecting the application preferences.

For information about configuring decision trees, see Configuring decision trees.

The following video (01:54) shows how to use decision trees in BMC Remedy IT Service Management to train new service desk staff how to process incident requests.

Disclaimer

  • Although the concepts and procedures presented in this video are correct, the user interfaces shown are not current.

 https://youtu.be/CZoBd5208eM

Was this page helpful? Yes No Submitting... Thank you

Comments