Resolving an incident with the first call

In the course of their daily work, service desk analysts might receive calls from customers for issues that can be resolved on the call itself, such as, requests to reset a password or restore access to applications. The service desk analyst can use the Incident Management Incident Matching feature or BMC Helix ITSM: Knowledge Management (if they have access to it) to look for similar incident requests, problem investigations, and known errors.

Scenario

Francie Stafford is a service desk analyst who works on the Calbro Services service desk. She receives a call from Joe Unser, a Calbro Services benefits agent who cannot access one of his key applications because he is locked out of his user account. Francie creates an incident request, resolves the incident for Joe, and then closes the incident request.

Workflow

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

User	Actions	Explanation	Reference
Customer	Call from the customer	Joe Unser needs to have one of his user accounts unlocked, and calls the service desk to open an incident request.	NA
Service desk analyst	Register the incident request record	Francie Stafford receives Joe's call and creates a new incident request record using the applicable template.	Creating an incident request record by using a template
Service desk analyst and Service desk customer	Close the incident request	While Joe is still on the phone, Francie asks him to confirm that his account is unlocked and closes the incident record.	Closing-incident-requests

To register an incident request record

On the Incident Management console, Francie clicks Create to open a new incident request record.
Francie enters the first few letters of Joe's email address on the incident request form and then presses Enter.
The application matches the email address and fills in part of the incident request record based on the contents of Joe's People record.
Francie selects the appropriate template to populate the new incident request record with basic information common to all requests of this type.
In the template, Francie sees a set of work instructions that describe how to unlock Joe's account.

To close the incident request

After unlocking Joe's account, Francie asks him to confirm the account has been unlocked successfully by logging in to his application.
Joe is able to log in, and confirms this to Francie.
Francie then enters the resolution in the Resolution text box, makes sure that all other required fields on the incident request record are completed, and then moves the incident request record's Status to Closed.

Result

Joe can now access the application, and can continue with his work without any down time.

Benefit

Customer issue is resolved immediately.
The incident is recorded to help service desk agents resolve similar incidents.