This documentation supports the 19.02 version of Service Desk.

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

Incident Management Best Practice view

Service Desk provides the Best Practice View to view the Incident Request form. Your view is configured for you by your system administrator. For information about configuring views, see Configuring custom views form the BMC Remedy ITSM Suite online documentation.

In this view, the fields most commonly used for creating, resolving, and updating incident requests are immediately visible. You can access additional, less frequently used functionality from the tabbed sections of the form or from the links in the Navigation pane.

The order in which the fields appear on the form reflect the order in which you gather the information when you create the incident request record. This reduces the amount of time needed to create the record and improves the overall efficiency of the operation.

Also, by making the Work Detail tab visible beside the customer information when you open the record, the most important information is immediately visible when you require a quick but comprehensive overview of an existing incident request. The following list outlines the Best Practice view features:

  • Customer field — The Customer field is where you record the name of the customer for whom you will be performing the work related to the incident request. For more information about this field, see Using the Customer and Contact fields in Best Practice view.
  • Contact field — The Contact field is where you record the name of someone who you can contact about the incident request, if the person named in the Customer field is unavailable. For example, if the person named in the Customer field has an administrative assistant, you would enter this person's name in the Contact field. For more information about this field, see Using the Customer and Contact fields in Best Practice view.
  • Template field — The Template field encourages the use of templates.
  • Service field — The Service field relates business service configuration items (CIs) to the incident request at the time it is created. Service entitlement for business service CIs are related either to the customer directly or to the customer's company, organization, or department. Only the CIs that you are entitled to see appear in the selection list for this field. By default, this is not a required field, however, it can be made a required field by a system administrator through the Configuring incident Rules.

    Note

    The Service field in Incident Management behaves differently from the way that it does with other BMC Remedy ITSM Suite applications. When you open the selection menu associated with this field in other BMC Remedy ITSM Suite applications, you see all of the available services. However, when you open the selection menu associated with this field on the Incident form, you see only those services that are related in some way to the customer named in the Customer field. That relationship can exist either with the customer individually, or with the customer's company, organization, or department. Limiting the number of services displayed in the menu to only those that are relevant to the customer helps the service desk analyst more quickly create the incident request.

  • CI field — The CI field provides a place for you to indicate to which piece of infrastructure the incident request pertains.By default, this is not a required field, however, it can be made a required field by a system administrator through the Configuring incident Rules.
    If  this field is configured to be a mandatory field, you can indicate the CI at any time in the incident request lifecycle prior to Resolution.
  • Product categorization fields — The product categorization fields are automatically filled based on the business service CI that you select in the Service field. This automation reduces registration time and makes sure that the correct information is used to determine the assignment of the incident request. You can also quickly select or change operational and product categorizations from the Quick Actions area of the Navigation pane by using the Select Operational and Select Product links.
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