Enabling Post incident reviews

A Post incident review (PIR) is a structured record that captures the analysis of a resolved incident, including its impact, root cause, resolution, and lessons learned. It helps organizations understand cause of an incident, document corrective actions, and improve future incident response. A PIR can be published as a PDF and attached to the related incident as an auditable reference.

To configure Post incident review

1. As an administrator, log in to BMC Helix ITSM Application.
2. Select Settings > Incident Management > Application Configuration > Post incident review.
   
3. On the Edit Configuration screen, set the Configuration value to true. By default, the value is set to false. Setting the value to true, automatically sets Enable PIR generation using BMC HelixGPT to true.
   
4. Click Build expression to create a qualification rule for incidents. PIR is available only for the incidents that meet the criteria set in the qualification rule.
5. (Optional) Set Enforce PIR closure before incident closure to true, to prevent incident closure until the related PIR is published or canceled.

To customize Post incident review document template

1. As an administrator, log in to BMC Helix ITSM Application.
2. Select Settings > Incident Management > Document Template.
   Warning

   Important

   You cannot edit or delete the out‑of‑the‑box Document template. You can delete the templates that you have copied. To customize branding, you must copy the base template.

3. Select Post incident review, and click Copy Template.
   
4. Select Company, add Template Name in the required fields, and click Create Copy.
   
5. On the Edit Document Template screen, update the document body as required.
   
   By default, the template displays the BMC Helix logo.
6. Click Save.
   A new customized template entry is displayed.
7. (Optional) To delete a customized template, select the customized template and click Delete.