Resolving incident requests
In BMC Helix ITSM, you can resolve tickets by using knowledge articles, by taking direct actions on assets, or by collaborating with other agents.
You can leverage knowledge articles for resolving tickets if BMC Helix ITSM is integrated with Knowledge Management. When BMC Helix ITSM is integrated with BMC Client Management (BCM), you can view data about BCM-managed assets in real time, and take direct actions on those assets to resolve tickets. You can also work collaboratively with other agents to resolve tickets by using Openfire chat.
Resolving tickets by... | Description |
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BMC Helix ITSM recommends a list of related knowledge articles when you are creating or updating a ticket. It also provides the ability to relate an existing knowledge article to a ticket so that users can view information that was useful when working on a request. | |
When BMC Helix ITSM is integrated with BMC Client Management (BCM), service desk agents and specialists with appropriate access can view data about BCM-managed assets and take direct actions on those assets to resolve tickets. The actions are available from the More menu on the asset profile in BMC Helix ITSM, depending on the user's specific BMC Client Management access permissions. | |
Collaborate with other agents with Openfire, an open-source, real-time collaboration application for instant messaging and group chat. You can chat anytime as per your requirement, add participants to a group chat, and use keywords to get ticket-related details in your chat window. | |
Instead of reading through the knowledge articles to find information, you can use the Ask HelixGPT tab on an incident screen for a conversational experience to get information about the possible resolution for the incident. |
This topic gives an overview of the resolution process. Topics include:
You review an assigned incident request to determine whether the resolution requires a change.
Use the change management process to perform an incident request resolution when the resolution requires a change that will result in the following outcomes:
- 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 you use the change management process, escalate the incident request by assigning it to the service owner. See Creating-a-change-request-to-permanently-resolve-an-incident-request.
If the incident request does not require the change management process, you can simply resolve the incident. After resolving the incident request, update the incident request to make sure the user is notified of the resolution. While resolving an incident, it is not mandatory to complete the fields listed in the Resolution Product Categorization section.
If the incident request was resolved using a workaround, but the incident can recur, notify the problem coordinator so that a problem investigation record can be created.
The following figure provides an overview of the incident request resolution process.
