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This documentation supports the 19.11 version of Remedy Service Desk, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Process flow status and the lifecycle of an incident request

Incident Management focuses on getting users up and running after disruptions. The information in this section describes how an incident request moves through its lifecycle, from creation to closure. 

Incident management basic process flow 

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


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

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.

Process flow status bar


 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. The Incident Management process consists of the following procedures for handling requests from users.

  1. Service desk analysts register incident requests for users.
  2. Service desk analysts and group coordinators assign incident requests to the appropriate specialists or change coordinators for resolution or implementation.
  3. Group coordinators track incidents to deal with reassignment notifications or SLA escalations.
  4. Specialists resolve incident requests that have been assigned to them.
  5. After an incident has been escalated, the service owner of the affected service determines how the incident can be resolved in the most efficient manner.
  6. Service desk analysts resolve and close incident requests, and requesters can review incident requests that have been completed for them.
  7. Group coordinators review a solution that has been proposed for general use, for which when their approval has been requested.

Incident Request lifecycle

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