Incident Management interface

Contains links to related records that you opened from the current incident request. For more information about the Breadcrumb bar, see Accessing BMC Helix ITSM application console from the BMC Helix ITSM documentation.

Used with BMC Helix ITSM: Knowledge Management to let you search across multiple forms for records that match a key term. For more information about using this search, see Searching for records in the application consoles from the BMC Helix ITSM documentation.

The Show, Filter By, and By Role fields combine to control which incident request records appear in the Incidents table.

• Show—Used to select the basic criteria by which you want to filter the contents of the Incident table. The menu options include:
  • Submitted by me—All incident requests submitted by you.
  • All—All incident requests, regardless of who submitted them.
  • Assigned to me—All incident requests assigned to you.
  • Assigned to my selected groups—All incident requests assigned to a specific support group of which you are a member. If you select this, you are prompted to select the support group.
  • Assigned to all my groups—All incident requests assigned to all of the support groups of which you are a member.
  • Watch List—All incident requests on the Watch List.
    If you select Watch List, Filter By is not available.
• Filter By—Places further conditions on the criteria that you chose in the Show and By Role fields to help you to manage the number of records returned by the search. For example, if you select Assigned To All My Groups from the Show field and Owner from the By Role field and All Open > Critical Priority from the Filter By field, the Incidents table contains all records assigned to your groups for which you are the owner, with the priority of Critical.
• Magnifying glass icon—Opens the Manage My Searches dialog box, from which you can edit, save, and delete custom searches. Saved custom searches appear in the My Searches list under the Filter By field. For more information about Manage My Searches, see Searching for records in the application consoles from the BMC Helix ITSM documentation.
• By Role—Used to select an Incident Management assignment role: Assignee, Owner, or All (meaning Assignee or Owner or both). The By Role selection combines with the Show selection to limit the records presented in the Incident table. For example, if you select Assigned To All My Groups from the Show field and Owner from the Role field, all records assigned to the groups to which you belong, for which the group is the assigned owner, appear in the Incident table. You can configure a default Role field selection by using application preferences.
  The By Role field is unavailable if you select All or Submitted By Me from the Show menu.
• More Filters—Used to open the More Filter Criteria dialog box, which contains tabs and fields in which you can indicate even more precise information, such as product or operational categories. This filter is helpful if you still have a large number of records after using the Show, By Role , and the Filter By fields.
  You can also filter the security incidents by using the Security Incident option in the Incident Type menu on the Incident Basics and Assignment tab. The funnel icon beside More Filters is active when a filter from this area is used.

Use the following links in this area to perform the actions described:

• New Incident—Create a new incident request record. See Registering incident requests.
• Search Incident—Search the database for current incident request records. See Searching for records in the application consoles in the BMC Helix ITSM documentation.
• Advanced Search—Search for specific incidents (for example, Work Info, Search Relationships, or Search Assignment Logs) by using the Advanced Search Selection dialog box. For example, when you select Search by Relationships and set the value of Request Type as Infrastructure Change, only those incidents that have relationships to Infrastructure Change are displayed. For more information, see Searching for similar incidents.
• My Profile—Set your profile. See Managing your profile.
• Application Preferences—Set your application preferences and application options. See Selecting your application preferences.
• Reminders—View and create reminders. See Creating reminders about incidents.
• Reports—Create and run custom reports. See Generating reports with BIRT in the BMC Helix ITSM documentation.
• Manage CIs—Search for information about specific CI types and get access to the CI records. See Managing configuration items.
• Manage Inventory—Access the Manage Inventory form of BMC Asset Management. See Inventory management.
• KPIs—Click the KPIs link to select and to view the Incident Management flashboards. In graphical format, the flashboards represent:
  • Process KPI—See Viewing KPI and ROI indicators in flashboards for information about how to use these flashboards.
  • Total Open Incidents—Click All Open or By Status and Priority.

Lists the incident request records according to the company selected in the Show field and the Filter By field.

To view the incident record in detail, double-click the incident request in the Incidents table. Fields on the form display the incident status and other information related to the incident. System administrators can set permission in the Applications Permission Model to view the incident request. For more information, see  Applying system settings .

Opens the Service Context Summary view for the record selected in the console table. The Service Context button is available only when a business service CI is associated with the incident record. If a business service CI is associated with the incident record, the CI name appears in the Service column of the Incident table. For more information about Service Context, see Service Context for BMC Helix ITSM applications .