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.

Registering incident requests

Using the Incident Management console, support staff can create, track, and resolve incident requests. This section is designed for service desk analysts, but group coordinators and on-duty managers should also be familiar with this information to better understand the support staff tasks and fulfill the role of support staff if necessary.  Topics include:

When a user contacts the service desk with an incident request, you first determine the nature of the request. If the request is about a previously registered request, you query the request and update the user with the current status.

If the request concerns an incident that was resolved, but for which the resolution was not effective, reopen the incident request record and assign the incident to a specialist.

If the incident request is new, create an new incident request record by capturing key information about the user and the incident. If possible, resolve the incident immediately and then complete the incident request; otherwise, make sure the incident request is assigned to the appropriate group.

The following figure provides an overview of the registering incident requests process:

Registering incident requests

The following video presentation describes how to quickly create a fully qualified incident request.


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

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