This documentation supports the 20.08 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.

Creating an incident request record without a template

Use the following procedure if you are using the Best Practice view to create an incident request without a template.

  1. In the Navigation pane, select Functions > New Incident.
  2. If you are working from a hub server in a Hub and Spoke environment, you are asked to identify the company you are creating the record for. Select the company from the drop down list, then click Create. The Incident form opens on the spoke server of the company you chose (where it will be saved, also). Continue with the rest of this procedure.

  3. In the Customer or Contact field on the new Incident Request form type the customer's or the contact's information as described in Using the Customer and Contact fields in Best Practice view.

  4. (OptionalType details about the incident in the Notes field.
  5. Click the Browse Attachmenticon of the Notes field to see or add attachments. The administrator must enable this icon. For more details, see System Settings .

  6. Type a brief description in the Summary field.

  7. In the Service field, select the business service CI from menu. 
    You can also enter the name of the business service. After you enter the first three characters, a list of matching business services are displayed, from which you can select the required service.
    The business services that appear in this menu have a relationship type of Used By either for the customer directly or to the customer's organization. Use this field if you are creating the incident against a business service. If the business service CI is related with organization or the company, you must have access for the company.
  8. If the incident request was caused by a CI, select the required CI. 
    You can also enter the required CI in the CI field. After you enter the first three characters, a list of matching business services are displayed, from which you can select the required service.
    This creates a relationship between the incident request record and the CI record. The CIs that appear in the menu are all the other CIs related to the customer that are not business service CIs. If the CI you are looking for does not appear in this list, click the button beside the CI field to open a CI search form, from which you can search for all CIs. Use this field if you are creating the incident against a CI.


    • When you associate a CI to an incident request, the Service Desk application automatically maps the incident request's resolution product categorization to the CI's product categorization.

    • The CI field on the incident form refers to the causal CI that is the root cause of the incident. You can associate only one CI to this field. CIs associated from the Relationship tab are related to the incident with relationship types such as Related to, Restores, or Impacts. You can relate multiple CIs to the incident from the Relationship tab.

    • The type ahead option available for the Service and CI fields is set to three keystrokes by default. You can change it as per your requirement. For more information, see Automatically completing menu entries .
  9. Select values from the Impact and Urgency lists.

  10. Select the required type of incident from the Incident Type drop-down menu:
    • User Service Restoration—Use this option for typical service restoration requests (for example, a request to restore printing services). 
    • User Service Request—Use this option if the incident request is a simple question or a request for information (for example, a request for how to information). 
    • Infrastructure Restoration—Use this option if the incident request is more focused on the restoration of infrastructure service. Typically, these types of incident requests are reported by system management tools (for example, if an incident is detected on a piece of network infrastructure by system monitoring software). 
    • Infrastructure Event—Use this option when a system management tool registers an event that does not require infrastructure restoration.
    • Security Incident—Use this option when you want to create security incidents. Typically, these incidents are assigned to the security team.
  11. Select the reported source:

    • Direct input—Use this source when IT support staff are creating an incident request directly, without input from a customer.
    • Email—Indicates an incident request created directly from a customer's email message.
    • External Escalation—Use this source when the incident request comes from senior management or other VIP customers
    • Fax—Use this source when the incident request is created from information gathered from a fax transmission.
    • Self-Service—Indicates that the incident request originated from the Request Entry console of BMC Service Request Management or the Requester console in BMC Remedy ITSM.
    • Systems Management—Use this source when the incident request is for any routine maintenance of the IT infrastructure.
    • Phone—Use this source when the incident request is created from information gathered over the phone.
    • Voice Mail—Use this source when the incident request is created from information that was left in a voice mail message.
    • Walk In—Use this source if your organization has a help desk that customers can visit in person and the customer has come to the help desk to report the incident or make the information request personally.
    • Web—Use this source if the incident request was created by support staff remotely, across the internet.
    • Other—Use this source if the source was something other than the choices in this list. 
    • BMC Impact Service Manager Event—Indicates an incident request that was auto-generated by an integrated BMC application.
    • Chat—Use this source when the incident request is created from a chat conversation.
  12. Select the assigned group and the assignee. If you do not assign the incident, the incident is automatically assigned based on predefined assignment routing. If there is no appropriate predefined assignment routing, you are prompted to assign the incident when you click Save
    The names that appear in the list of assignees depends on the assigned group you select.

  13. If you use an external vendor, select the vendor's name from the list and, if used, the vendor's ticket number.

  14. Click Save.

To create incidents in Resolved status

The following table describes the assignment and status scenarios when a user creates an incident in the Resolved status:

Assignee specifiedSupport group specifiedTicket assigned to...Support group assigned...Ticket status set as...
YesYesAs specified by userAs specified by userResolved
NoNoLogged in userUser's default groupResolved
NoYesLogged in user, if the user belongs to this support groupAs specified by userResolved
NoYesUser set by auto assignment rules if the logged in user does
not belong the specified support group
As specified by userAssigned
Was this page helpful? Yes No Submitting... Thank you