Resolving an incident with an emergency change request

This user scenario describes how to resolve an incident request with an emergency change request. Incident Management and BMC Helix ITSM: Change Management must be installed to follow this user scenario.

Scenario

Joe Unser, a Calbro Services benefits agent, cannot access the local area network. He contacts the Calbro Service desk, and Francie Stafford, a service desk analyst, creates an incident request.
The incident request is assigned to Ian Plyment, a specialist in the support group assigned to Joe's company. Ian determines that Joe's data port is broken, and an emergency change is required to restore Joe's service.
Ian contacts Allen Allbrook, the owner of the service, to let him know that an emergency change is required. Allen assesses the risk and authorizes Ian to perform the work.
Ian then replaces Joe's data port and documents his actions in the incident request. Ian verifies with Joe that he can now access the local area network.
Ian closes the incident request and notifies Mary Mann, the change coordinator, of the emergency change so she can register the change. This ensures everyone can see what was changed, should the emergency change cause other incidents to occur. It also ensures that BMC Helix CMDB is updated.

Workflow

The following table describes the typical steps involved in this user scenario:

User	Actions	Explanation	Reference
Service desk customer	The customer contacts the service desk.	Joe cannot access the local area network.	NA
Service desk analyst	Register the incident request record	Francie Stafford receives Joe's call and creates a new incident request record from the applicable template.	Creating an Incident request record by using a template Searching for similar incidents
Specialist	Accept the assignment	Ian Plyment, a specialist investigates Joe's incident request and determines that his data port is broken. The fix requires an emergency change.	Accepting an incident request
Specialist	Resolve incident and register the change request	After the change is implemented and verified, Ian closes the incident request and asks Mary Mann, the change coordinator, to register a change for this emergency change.	Resolving-incident-requests Creating-a-change-request-to-permanently-resolve-an-incident-request Closing-incident-requests
Change coordinator	Create an emergency change request	From Joe's incident ticket, Mary creates the emergency change request from the incident request, This step saves time, ensures accuracy and relates the incident with the change request.	Creating-a-change-request-to-permanently-resolve-an-incident-request

To register an incident request

On the Incident console, the service desk analyst, Francie registers the incident request record.
Francie uses Incident Matching to search for a solution.
When Francie does not find a solution, she completes the incident request registration and saves the record.
The incident request is assigned to an assignment group as specified in the template.

To accept the assignment

On the Incident console, Ian searches for incident requests that are assigned to his support group.
Ian opens the Joe's incident request and assigns it to himself. In the work details, the specialist specifies that the incident request is being handled according to the emergency change protocol.
Ian contacts Allen Allbrook, the owner of the affected service, to tell him this incident request requires an emergency change.
In the Work Detail tab of the incident request, Ian notes that he contacted Allen.
Allen analyzes the risk and impact of the emergency change request and then authorizes Ian to implement the emergency change.

To resolve incident and register a change

Ian implements the change and records all work in the incident request.
He contacts the customer to verify that the affected service has been restored.
Ian closes the incident request and asks Mary Mann, the change coordinator, to register a change request for this emergency change.
By registering a change request, all stakeholders can keep a track of what was changed in case the emergency change causes incidents to occur. This action also makes sure that Allen, the service owner, is informed and BMC Helix CMDB is updated.

To create an emergency change

From the Incident form, Mary creates a change request.
From the Quick Actions area, Mary clicks the arrow beside Create Related Request and selects Infrastructure Change.
This opens the Change Request form and copies information from the incident request record to the change request record.
A relationship is created between the change and the incident.

Result

Joe can access the local area network.

Benefits

The incident is recorded to help service desk analysts resolve similar incidents.
All actions pertaining to the emergency change are added in the incident request, in case any issues occur. This helps all stakeholders keep a track of the changes done for incident resolution.