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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.

Managing incident requests

Support personnel can use Incident Management to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure. Group coordinators and on-duty managers can assign incident requests, track incident requests, and handle escalations.

The following graphic depicts the lifecycle of an incident request:

Incident Management Process.png

Related topics

Accessing and navigating the BMC Helix ITSM application consoles

Setting up the IT Home page

Managing and tracking work assignments in the Overview console

Receiving BMC Helix ITSM broadcasts in RSS Feeds and on Twitter

Viewing CI and service relationships in the Service Context

This section discusses these activities. Topics include:

 

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BMC Helix ITSM: Service Desk 21.05