This documentation supports the 9.1 version of Service Desk.

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

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 Remedy Knowledge Management, if you have access to it, to look for matching, or similar, incident requests, problem investigations, known errors, and solution entries.


Remedy Knowledge Management is integrated with Incident Management but must be licensed before you can use it. For information about accessing Remedy 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 and reassigning incident requests.

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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