This documentation supports the 19.02 version of Service Desk.

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

Resolving incident requests

You review an assigned incident request to determine whether the resolution requires a change.

If the preferred method of incident request resolution is through the change management process, you escalate the incident request by assigning it to the service owner. For information about how to do this, see Creating a change request.

Perform an incident request resolution by using the change management process when the resolution requires a change that will:

  • Have a negative affect on the service during the service hours (defined by the SLA)
  • Change the functionality of a service
  • Require an update to the BMC Atrium Configuration Management Database (BMC Atrium CMDB)

If the incident request does not require the change management process, you resolve the incident.

After resolving the incident request, you update the incident request, to make sure the user is notified of the resolution.

While resolving an incident, it is not mandatory to fill the fields listed in the Resolution Product Categorization section.

If the resolution information entered in the incident request might help users, service desk analysts, or other specialists resolve future, similar cases, you can create a solution database entry to document the solution.

If the incident request was resolved using a workaround, but the incident can recur, you notify the problem coordinator, so that a problem investigation record can be created.

The following figure provides an overview of the incident request resolution process as described by the BMC Service Management Process Model.

Incident request resolution

Click the following figure to expand it.

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