This documentation supports the 9.0 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Incident rules

By using Incident rules, you can change how the Incident Management component behaves responds when you work with it. For example, you can select if certain dates on the Incident form can be changed, or you can choose to make the Service CI field mandatory. The ability make these changes allows you to make the Incident Management component conform to your organization's business rules and workflow.

Unlike the Incident Management Settings, which apply globally, incident rules apply to specific companies. For example, you can create incident rules that determine how incident requests are assigned through the Assignment Engine on a company-by-company basis.

The following topics are provided:

Configuring Incident rules

You configure the Incident rules from the Incident rules form, as described in the following procedure.

  1. From the Application Administration Console, click the Custom Configuration tab.

  2. From the Application Settings list, choose Incident Management > Advanced Options > Rules, and then click Open.

    The Incident Rules form opens.

    The Incident Rules form

     
  3. Select the company to which this rule applies.
    If the rule applies to all companies, select Global.

  4. Select if certain dates can be changed on the Incident form.
    The Changeable Reported DateChangeable Responded Date, and Changeable Resolution Date fields indicate whether these dates on the Incident form can be modified after the incident has been resolved or closed. These dates can be modified only by a user with the functional role of support group manager or support group lead of the incident owner group, or who the Incident Master permission.
  5. In the Create Request On Submit field, select whether to create a request on submission of an incident. 

    If the Create Request On Submit option is set to Yes, when a user submits an Incident form, a corresponding request is created. The customer can view this request, which indicates the incident status, through the Requester console.

    Note

    The Requester console uses the requester's BMC Remedy ITSM login ID to determine who created the request and where to display it. To see requests in the Requester console, therefore, the requester must have a BMC Remedy ITSM login ID.

  6. In the Description field, you can enter a descriptive note about the rule.
  7. Select whether the Service CI field is a required field.
    You can configure the Service CI field to be a required field when an incident request record is created (this is the default setting). You can also configure the field to never be a required field.
    This configuration is controlled by the Require Service CI Related On Submit flag. The flag has two settings, Yes and No. Out-of-the-box, the flag is configured with the Yes setting, which means that the Service CI field is required when someone creates an incident request record. If your organization's business rules do not require a Service CI to be associated with an incident request, then select the No value.
  8. Select whether the CI field is a required field.
    You can configure the CI field to be a required field when someone changes an incident request record's status to Resolved. You can also configure the field to never be a required field.
    This configuration is controlled by the Require CI Related On Resolved flag. The flag has two settings, Yes and No. Out-of-the-box, the flag is configured with the No setting, which means that the CI field is never a required field. If your organization's business rules require a CI to be associated with an incident request when it is resolved (or before it is closed), then select the Yes value.
  9. To configure the number of days after which an incident request automatically moves to the Closed status, type the number of days in the Auto Close Resolved (in Days)field.

    Note

    The number of days is calculated from the Last Resolved Date of the incident request record. The escalation runs daily at 2:00 A.M.

  10. To use the Assignment Engine to automatically assign incidents to individuals, perform the following steps:
    1. Set Assignment Engine Integration to Yes.
    2. Select the appropriate Assignment Process.
      The following table describes the available assignment processes:

      Assignment ProcessDescription

      Capacity

      The capacity for each person is specified in the Capacity Rating field on the People form. The capacity assignment process is a ratio-based method. For example, if person A has a capacity of 100 and person B has a capacity of 200, person B can handle twice as many tickets as person A. The assignment engine assigns two tickets to B, and then assigns one ticket to A.

      Number

      The People form tracks the number of tickets assigned to the person. The number assignment process selects the person with the least number of tickets already assigned.

      Round Robin

      The People form keeps track of the last time the person received an assignment. The round robin assignment process selects the person who was least recently assigned an incident.

      For information about configuring the assignment engine, see Creating assignments.

  11. To configure how Incident Management responds when you try to resolve an incident request that has open tasks, choose one of the following selections:

    Message

    Allowed?

    Description

    Error Message
    (This is the default selection)

    No

    An error message indicates that the user must close all open tasks before resolving the incident. The user cannot resolve the incident until all tasks are closed, because the error stops all workflow processing.


    No Action

    Yes

    No error message appears and the user can resolve the incident even if an open task is associated with it. The task, however, remains open.

    Warning Message

    Yes

    A warning message tells the user that the incident still has an open task associated with it. The user can still resolve the incident. The task, however, remains open.

    Note: If a user cancels an incident, all of the associated tasks are also canceled.

  12.  Select whether you want Incident Management to automatically create impacted area information based on the selected customer's location. The default selection is No

  13. Click Save.

    Note

    For information about configuring CI-based routing in the Infrastructure Event Incident Rules area of the Incident rules form, click here.

Updating Incident rules 

To change any of the Incident rules, open the Incident rules form as described in Configuring incident rules, find the rule on the form that you need to change and make the required update. 

Infrastructure Event Incident rules

Use the Infrastructure Event Incident rules area of the Incident rules form to configure how Incident Management behaves when it is integrated with BMC Service Resolution. From this area of the Incident rules form, you can configure Incident Management to:

Note

These links take you to topics in the BMC Service Resolution 3.0 online documentation.

For information about integrating the Incident Management component and BMC Service Resolution, see:

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