Phased rollout

 

This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

Creating an incident request record without a template

  1. In the Navigation pane, select Functions > New Incident.
  2. (Hub and Spoke environment only) When asked to identify the company you are creating the record for, select the company from the list, and click Create.

    The Incident form opens on the spoke server of the company you chose (where it will be saved also).

  3. In the Customer or Contact field on the new Incident Request form, enter the customer's or the contact's information as described in Adding or modifying a customer profile.

  4. (Optional) In the Notes  field, enter details about the incident.
  5. To see or add attachments, click the Browse Attachment icon of the Notes field.

    The administrator must enable this icon. For more details, see Applying system settings Open link .

  6. In the Summary field, enter a brief description.

  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 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 entering CIs, remember these tips:

    • 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 for the Service and CI fields is set to three keystrokes by default. An administrator can change it according to your requirement. For more information, see Automatically completing menu entries Open link .
  9. Select values from the Impact and Urgency lists.

  10. Select the required type of incident from the Incident Type 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 restoring an infrastructure service. Typically, system management tools report these types of incident requests (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—Use this source to indicate an incident request was created 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—This source indicates that the incident request originated from the Request Entry console of BMC Service Request Management or the Requester console in BMC Helix 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 support staff created the incident request 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—This source indicates that the incident request 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.

Results when a user creates an incident in the 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 assigneeSupport group assignedTicket status that is set
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
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