Resolving incident requests

This topic gives an overview the the resolution process. Topics include:

• Accepting an incident request
• Recording time worked on an incident request
• Recording CI unavailability related to an incident request
• Using Incident Management scripts
• Creating a change request to permanently resolve an incident request
• Creating reminders about incidents
• Reviewing service targets for an incident request
• Resolving tickets with the help of knowledge articles
• Sending email about an incident
• Moving a resolved incident request back to In Progress

You review an assigned incident request to determine whether the resolution requires a change.

Use the change management process to perform an incident request resolution when the resolution requires a change that will result in the following outcomes:

• Have a negative effect on the service during the service hours (defined by the SLA)
• Change the functionality of a service
• Require an update to BMC Helix CMDB

If you use the change management process, escalate the incident request by assigning it to the service owner. (See Creating a change request to permanently resolve an incident request.) 

If the incident request does not require the change management process, you can simply resolve the incident. After resolving the incident request, update the incident request to make sure the user is notified of the resolution. While resolving an incident, it is not mandatory to complete the fields listed in the Resolution Product Categorization section.

If the incident request was resolved using a workaround, but the incident can recur, notify the problem coordinator so that a problem investigation record can be created.

The following figure provides an overview of the incident request resolution process.