This documentation supports the 19.02 version of Service Desk.

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

Orientation

Use the topics in this section if you are a new user of BMC Service Desk. These topics help you to quickly understand what  BMC Service Desk is about; they help you to identify your role, and provide you with links to information that helps you get started or learn more. 

 

DescriptionReference


Service desk is divided into two parts Incident Management and Problem Management. There are different user roles defined for Incident Management and Problem Management.

User roles
An incident request flows through different statues in its life cycle. You can use the Process flow status bar to update the status of the incident.

Process flow status and the lifecycle of an incident request

A problem investigation flows through different statues in its life cycle. You can use the Process flow status bar to update the status of the problem investigation.Process flow and the lifecycle of a problem investigation


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