Governing incidents by setting status to In Progress

With BMC Intelligent Ticketing, incidents created from BMC ProactiveNet Performance Management (BPPM) can be governed by Incident Management. By setting the incident status to In Progress in Incident Management, you can ensure that any Status, Urgency, and Priority updates made in BPPM, do not change the status of the incidents in Incident Management. Updates triggered by BPPM are updated in the Work Details tab on the Incident Form, but they don't reflect in the Status, Urgency, and Priority fields on the Incident form.

The following diagram illustrates how the incident is governed in Incident Management:

To govern the incident by setting status to In Progress

1. Update the global configuration rule to allow incident management to manage incident governance. For more information, see Configuring-incident-governance. 

   Note

   This step must be performed as part of configuring BMC Intelligent Ticketing solution.

2. Open the incident in the Incident form. 
3. Select In Progress in the Status field. 
4. Save the changes.