This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Initiating and resolving incident requests

Incident requests can come directly from end users when they contact their service desk to submit a request or through automated events. The following table and workflow explain how incident requests are initiated, managed, and resolved:

Incident Management Process.png

User

Action

Service desk analyst

  1. Finds out how the user can be assisted. The service desk analyst registers the request as a new incident request. During the registration, the service desk analyst relates the incident request to a specific Service CI (CIs are stored in BMC Helix CMDB).
  2. Completes one of the following steps:
    • Resolves the incident request and closes it
    • Cannot resolve the incident request and assigns it to the most appropriate assignment group

Problem coordinator

Reviews incident requests to identify problems for the services they are responsible for (they link incident requests to problem investigations) and then relates additional CIs to the problem as required.

Group Coordinator

  1. Reviews incident request and determines whether the incident needs to be resolved through a BMC Helix ITSM: Change Management process.
    • If Change Management is required, the group coordinator assigns the incident request to the change coordinator for the concerned service.
    • If the incident request does not require BMC Helix ITSM: Change Management, the group coordinator assigns it to the appropriate specialist within his or her group.
  2. Verifies with the user who opened the incident request that the solution is acceptable and changes the status for the incident request to Closed.  Incident Management notifies the user that the incident is resolved.

Specialist

Reviews the incident request or problem investigation record and resolves the incident. If a change request was required, and when the change request is completed, the service desk analyst receives notification that the change is complete even if the incident is already resolved.


 

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