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.

Registering and assigning incident requests

The information in this section is for people who fulfill the support role of service desk analyst. Group coordinators and on-duty managers should also be familiar with this information to better understand the support staff tasks and so they can fulfill the role of support staff if necessary. Using the Incident Management console, support staff can create, track, and resolve incident requests.

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