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Assigning incident requests as a group coordinator

This information in this section applies to group coordinators.

This topic contains the following information:

Accepting incident requests

When an incident request is assigned to a group by the service desk analyst, you must review it before assigning it to a specialist.

If important information is missing from the incident request or if it is assigned to the wrong group, you send it back to the service desk for correction by reassigning it back to the service desk. For information about how to do this, see Reassigning incident requests.

If the incident request is accepted, you check whether the request requires the change management process. If it does, your escalate (or assign) the incident request to the service owner. For information about how to do this, see Assigning incident requests.

The resolution of an incident request is performed using the change management process when the resolution requires a change that will:

  • Have a negative affect on the service during the service hours (defined by the SLA)
  • Change the functionality of a service
  • Require an update to the BMC Atrium Configuration Management Database (BMC Atrium CMDB)

If the incident request does not require the change management process, you assign the incident to a specialist within your group.

If a change is required, you assign the incident request to the change coordinator of the affected service. For information about how to do this, see Assigning incident requests.

For information about rejecting incident requests, see Rejecting incident requests

Rejecting incident requests

If the incident request does not contain enough information for the specialist to work with, or if it is assigned to the wrong group, you can reject the incident request by assigning it back to the service desk.

Note

Ensure that you include a note in the Work Info section of the incident request record explaining why the incident request was rejected. Include the name of the correct group to which the incident request needs to be assigned, if known.

For information about how to do this, see Reassigning incident requests.

Related topics

Creating assignments

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