This documentation applies to the 8.1 version of Service Desk, which is in "End of Version Support." You will not be able to leave comments.

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First call resolution

Before you assign an incident request, determine if you can resolve the incident yourself. To do this, use the Incident Management Incident Matching feature, or the BMC Knowledge Management application, if you have access to it, to look for matching, or similar, incident requests, problem investigations, known errors, and solution entries.

Note

BMC Knowledge Management is integrated with Incident Management but must be licensed before you can use it. For information about accessing BMC Knowledge Management, see Accessing BMC Knowledge Management.

If you cannot resolve the incident request, assign the incident request to a specialist. For information about how to do this, see Assigning incident requests.

Note

You can also use the Advanced Search feature to look for similar incident records. For information about how to do this, see Searching for similar incident requests.

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