This documentation supports the 18.08 version of Service Desk.

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

Working with incident requests as a manager

The information in this section is for people who fulfill the management role of group coordinator. On-duty managers should also be familiar with the information in this section. Other people in your organization, who occasionally fulfill the role of group coordinators and on-duty managers, should also be familiar with the information in this section. Using the Incident Management console, managers can assign and track incident requests, make escalations when necessary, and approve solutions. 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. For more information about the incident management lifecycle, see Incident Request lifecycle.

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