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 consoles overview

The following consoles provide access to all or a part of Incident Management:

  • Requester console
  • Overview console
  • Incident Management console

The illustration, below, shows how these consoles integrate with Incident Management and other BMC Remedy ITSM applications.

From the Requester console, IT users can submit incident requests directly to Incident Management.

Using the Overview console, service desk workers who fulfill many different roles can view incident requests that are assigned to them through Incident Management, and additional work assignments that come to them through other BMC Remedy ITSM applications with which Incident Management integrates:

  • BMC Service Desk: Problem Management
  • BMC Asset Management
  • BMC Change Management

The Incident Management console is the main console for the application. It provides service desk workers with a single point from which they can generate incident requests, monitor the progress of incident requests as they move through their lifecycle, and record work that was performed while solving the incident request.

Click the following figure to expand it.

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