Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: Service Desk. To view an earlier version, select the version from the Product version menu.

Assigning incident requests as a group coordinator

When a service desk analyst  assigns an incident request to a group, you (the group coordinator) must review it before assigning it to a specialist. If important information is missing from the incident request or if it is assigned to the wrong group, reassign it back to the service desk for correction.

If the incident request is accepted, check whether the request requires the change management process. If it does, escalate (or assign) the incident request to the service owner. For information about how to do this, see Assigning-and-reassigning-incident-requests.

Use the change management process when the resolution requires a change that will:

  • Have a negative effect on the service during the service hours (defined by the SLA) 
  • Change the functionality of a service 
  • Require an update to BMC Helix CMDB

If the incident request does not require the change management process, assign the incident to a specialist within your group.

Related topic

Configuring assignments

Accepting incident requests

If a change is required, assign the incident request to the change coordinator of the affected service.

Rejecting incident requests

If the incident request does not contain enough information for the specialist to work with, or if it is assigned to the wrong group, reject the incident request by assigning it back to the service desk. Include a note in the Work Info section of the incident request record to explain why the incident request was rejected. Include the name of the correct group to which the incident request needs to be assigned, if known.

 

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