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Reviewing and publishing post incident review reports for resolved incidents

 

As a service desk agent, use a Post‑Incident Review (PIR) to document what happened after an incident is resolved. It captures the incident’s impact, root cause, how it was resolved, and what can be improved. PIRs help you and your team learn from incidents, track corrective actions, and strengthen future incident handling. A PIR is published as a PDF and gets attached to the incident for audit and reference purposes.

You can use BMC HelixGPT to populate fields in the PIR record by using incident summary and work notes.

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Scenario: Working with Post incident reviews

Carl, a service desk agent, resolves a high‑priority incident that impacted multiple users. After the incident is moved to the Resolved state, he creates a Post Incident Review (PIR) directly from the incident to capture the impact, root cause, resolution, and follow‑up actions. He submits the PIR for review, incorporates reviewer feedback, and publishes it. Upon publishing, the system generates a PDF of the PIR and automatically attaches it to the incident, making the finalized analysis available for stakeholder review and future reference.

Before you begin

Make sure the following conditions are met:

  • Post incident review is enabled. For more information, see

  • You are a member of the review group associated with the PIR and have write access to the incident.

  • The incident is in a Resolved state.

To review a Post incident review record

  1. As a service desk agent, open the qualified incident for post incident review.
  2. Click More > Post incident review.
    The following image shows BMC HelixGPT enabled for PIR generation
    PIR_incident.png

    If a PIR exists, it opens in view mode.
    If no PIR exists, a new PIR opens in Draft status.
    PIR_draft mode.png
  3. Review the PIR details.
    By default PIR generation by using BMC HelixGPT is enabled, and these sections are auto-populated based on the incident summary and description.
  4. Assign a Reviewer Group to review the PIR draft.
  5. As a Reviewer Group member, to update PIR, click Edit, and make the required changes.
    PIR_Edit mode.png
  6. To send PIR for review, change the status to In Review.
    The system sends an email notification to the configured reviewer group and includes a direct link to the PIR.
  7. Click Save.

To publish a Post incident review record

  1. As a service desk agent with reviewer group permissions, open PIR with In Review status.
  2. Review the PIR details and make changes if required.
  3. Click Status > Published.
    PIR_publish.png
  4. Select the document template to use for PDF generation.
    Seefor more information.
  5. Click Save.

    The system automatically generates the PIR PDF using the selected template, navigates back to the related incident, adds an activity note indicating that the PIR has been published, and attaches the PDF to the incident to download.

 

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BMC Helix ITSM: Service Desk 26.2