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Process flow status and the lifecycle of an incident request

This topic presents information on two aspects of the process flow of an incident request:

  • Incident management basic process flow: The information in this section describes how an incident request moves through its lifecycle, from creation to closure. 
  • Process flow status bar: The information in this section shows you how to use the Process Status bar in the Best Practice view of the incident request to move an incident request through a best practice lifecycle.

Incident management basic process flow 

Watch the following video to learn about the basic flow of the incident management process.

Disclaimer

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

https://youtu.be/BPqgxrvTDSg



Process flow status bar

The Process Flow Status area displays the flow of the incident request through the stages of the process in blue. The current stage of the incident is highlighted in green. The status of the incident is indicated by both color and text.

The Process Flow Status area (Best Practice view)

Disclaimer

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






The Process Flow Status area also guides you through the stages of the incident lifecycle. At each stage, the diagram provides applicable accelerators. When you select an accelerator, you are prompted to enter the data required to complete the task. You can also enter optional recommended data in the dialog box.

The following figure provides an overview of the incident request lifecycle, as described by the BMC Service Management Process Model. Each of the major steps in the diagram corresponds to sections in Registering and assigning incident requests as support staff, Resolving and closing incident requests as support staff, and Working with incident requests as a manager, where the steps and their associated tasks are explained in more detail.

Incident Request lifecycle


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