Improved incident governance

With the release of BMC Intelligent Ticketing 2.0, a subtle but important option has been introduced that determines how incidents can be governed.

• To allow Incident Management to govern the status of incidents created by BMC ProactiveNet Performance Management (BPPM), you have to update the incident governance behavior. This update is applicable only to merged Causal Incidents containing CI and event information. You have to update the governance settings in the BMC Intelligent Incident Global Configuration form.
  
  For more information, see Configuring-incident-governance.

• Any updates coming from BPPM are recorded as part of the incident work log. The state, priority, and urgency of the incident are only directly updated by the service desk agent actively working on the issue as part of the Incident Management resolution process. This shift allows you to govern the status of incidents created from BPPM once it is being actively worked by a service desk agent even if the status of the original event changes in BPPM.
  
  For more information, see Governing-incidents-by-setting-status-to-In-Progress.
  

• Incident Management also manages the life cycle of the related Impact Incidents.
  
  For more information, see Governing-Impact-incidents.