This documentation supports the 9.1 version of Service Desk.

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BMC Service Level Management and Incident Management

Incident Management integrates with the  BMC Service Level Management application to provide service level definitions for resolution and response time for incidents. When BMC Service Level Management is installed, service targets and milestones that are associated with an incident are visible on a tab on the Incident Request form.

In addition to the user interface integration, the Incident Management application also uses the definition structure of BMC Service Level Management. BMC Service Level Management has a plug-in architecture for helping users define terms and conditions for a service target, as well as measurements. Incident Management provides a user interface for this BMC Service Level Management plug-in architecture to make it simpler for users to build qualifications using a query-by-example (QBE) model.

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