Incident request resolution with an emergency change request
This user scenario describes how to resolve an incident request with an emergency change request. Incident Management and Remedy Change Management must be installed to follow this user scenario.
Joe Unser, a Calbro Services benefits agent, cannot access the local area network. He contacts the Calbro Service desk, and Francie Stafford, a service desk analyst, creates an incident request.
The incident request is assigned to Ian Plyment, a specialist in the support group assigned to Joe's company. Ian determines that Joe's data port is broken, and an emergency change is required to restore Joe's service.
Ian contacts Allen Allbrook, the owner of the service, to let him know that an emergency change is required. Allen assesses the risk and authorizes Ian to perform the work.
Ian then replaces Joe's data port and documents his actions in the incident request. Ian verifies with Joe that he can now access the local area network.
Ian closes the incident request and notifies Mary Mann, the change coordinator, of the emergency change so she can register the change. This ensures everyone can see what was changed, should the emergency change cause other incidents to occur. It also ensures that BMC Atrium CMDB is updated.
The following table describes the typical steps involved in this user scenario:
|Incident / Change Status|
Service desk customer
The customer contacts the service desk.
Joe cannot access the local area network.
Service desk analyst
Francie Stafford receives Joe's call and, using the Incident Management Best Practice view, creates a new incident request record from the applicable template.
The specialist accepts the assignment:
Ian Plyment is a specialist working for the support group that supports Joe's company. Ian searches for all open, unassigned incident requests for his support group. Joe's incident request is one of the records found by the search. Ian opens the record and accepts the assignment.
Status Reason(Infrastructure Change)
The specialist implements the change and records all work in the incident request. The specialist contacts the customer to verify that the affected service has been restored. The specialist closes the incident request.
After the change is implemented and verified, Ian closes the incident request and asks Mary Mann, the change coordinator, to register a change for this emergency change.
From Joe's incident ticket, Mary creates the emergency change request. By creating the request from the incident request, much of the information is copied directly from the incident request record to the change request record.
Status(Request For Authorization)