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.

Managing incident requests

Support personnel can use Incident Management to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure. Group coordinators and on-duty managers can assign incident requests, track incident requests, and handle escalations.

BMC Helix ITSM helps you to resolve tickets by proactively suggesting related tickets and knowledge articles that you can use to understand how other, similar tickets were resolved. BMC Helix ITSM also uses a chat feature to help you collaborate in real time with colleagues and the customers who requested the incident.

The following graphic depicts the lifecycle of an incident request:

Incident Management Process.png

Related topics

Managing your work in BMC Helix ITSM console

Setting up the IT Home page

Managing and tracking work assignments in the Overview Console

Receiving BMC Helix ITSM broadcasts in RSS Feeds and on Twitter

Viewing CI and service relationships in the Service Context

Viewing-and-updating-incident-requests

Resolving-tickets-with-the-help-of-knowledge-articles

This section discusses these activities. Topics include:

 

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