Information displayed on an incident request

An incident provides you with the information that you need to understand the nature of the request, begin to diagnose it, and manage the ticket through its lifecycle.

Related topics

Managing-incident-requests

Managing-alarms-by-using-REST-API

The following figure displays the incident that is opened from the Ticket Console.

Incident information_updated.png

The following figure shows the incident in Edit mode.

Edit incident_zoomed.png

The following table describes the information that you find on incidents.

Section	Fields	How you use it
Ticket header	Title	Quick overview of the issue.
	ID number	Unique identification to reference a specific incident.
	Icons	The icons help you perform various actions on the incident.
	Impact	Indicates the effect of an incident on the business processes.
	Urgency	Indicates how long it will be until an incident has a significant business impact. For more information about the ticket impact and urgency, see Ticket priority in Incident Management.
	Calculated priority	Displays the priority of the incident, which is calculated based on the Impact and Urgency.
	Status	Indicates where the incident is in the request lifecycle. Example: Assigned, In Progress, Closed
	Status reason	Provides the reason why the ticket status is being changed.
	Resolution note	While changing the status to Resolved or Closed, the agent describes the resolution for the ticket. The Status reason and Resolution note are displayed in the ticket header after saving the ticket.
	Service Level Agreement (SLA) progress bar	Displays how close the ticket is to breaching the governing service level agreements.
Related service request		The incident screen displays the following details of the service request: If the incident relates to a service request that was created in service request management, you can see the request ID, title, and the Related service request label on the incident screen. If the service request fulfillment workflow in the BMC Digital Workplace catalog creates an incident or a work order, you can see the request ID, title, and the Related DWP request label on the ticket screen. Important: The Related DWP request label, request ID, and the title of the BMC Digital Workplace service request are displayed on the ticket screen only in the Progressive Web app. To view the service request details, you can click on the request ID.
Contact	Affected customer(s)	Identifies the person who is affected or who requested the ticket.
	Company, Organization	Displays the company and organization to which the customer belongs.
	Region, Site, Site Group	Indicates the region and site to which the customer belongs.
	Contact information	Displays contact name, phone, and email of the customer.
Ticket details	Description	Detailed information about the ticket that you can use to either diagnose the problem or plan next steps.
	Service CI	The Service and the CI field for incidents indicate the aspect of the business which is affected by the incident. The CI reported by the primary alarm is populated in the CI field on the incident, and the CIs reported by the secondary alarm are displayed on the Configuration Items tab. When you select a Service, the system automatically performs the following actions: Updates information in the Product Categorization area of the work order, based on the categorization of the affected service. You can modify the Product Categorization values later. Relates the affected service to the work order as a Related to association type. After it is established, you cannot delete the association from the Relationships tab. However, you can clear the business service from the Service field and save the record to delete the association. Important: The business service selected by a requester in response to a question takes precedence over a business service specified in a Work Order template or in the service request definition (SRD) that automatically generates a work order in Mid Tier.
	Incident Type	Displays the type of incident that is created.
	Operational Category	Identifies the operational category and product category that are assigned to the ticket. Important: Within the system, the Operational and Product categorization information is organized around a three tier hierarchy, with Tier 1 being the most general category and Tier 3 being the most specific category. The information that is shown in the Categorization fields represents the Tier 3 category. For example, if the product categorization is: Mobile > Network > Controller, this same value is displayed in the Product Category field. Operational and Product categorizations are not configured and shipped for work orders. You must modify the records in the Operational Catalog Setup and Product Catalog Setup forms in Mid Tier if you intend to use them with work orders. If multiple CIs are associated with the ticket, the system displays the affected CI in the Product Category field.
	Product Category
	Attachment	Use this section to attach files.
Assignment	Assignee	Identifies the support group and individual within the support group that is assigned to work on the ticket. Use this information to know who to contact if you need information about the ticket, or if you are collaborating with the assignee.
	Manager
	Group
	Assign to me	Use this section to assign a ticket to yourself when you create or edit an incident.
Tasks		Use this section to create and assign tasks related to the incident, update the tasks, and track their progress. For more information, see Adding-configuration-items-to-tasks.
Configuration Items		CIs related to incidents, work orders, and tasks are listed in Configuration Items. Some related asset CIs are labeled as crowdsourced CIs. You cannot remove these related CIs in BMC Helix ITSM.
Related items		Lists records that are associated with the incident, such as a work order or an asset associated with an incident. Use this section to relate existing records, or create new records.
Related parties		Use this section to add users or groups of users to view and modify the incident and the related incidents as required. For more information, see Adding-related-parties-to-an-incident-request.
Source information		Use this section to add the source of the incident to send some information back to the field service agent. For more information, see Creating-source-information-for-an-incident-request.
View details (for alarms)		Use this section to view the details of the alarms that are attached to the incident. You can mark the alarm as primary or split the existing incident. For more information, see Creating-an-incident-request.
Activity		Provides a time-based account of events and notes associated with the ticket. Use the @ (at sign) to mention a user in the Activity feed, and the user receives a message in Updates. To use this capability, the user must have access to the ticket.
Resources		Displays planned outages for assets, related knowledge articles, similar tickets, and other similar records that can be helpful to you when working on the ticket. Recommended Knowledge—Lists knowledge articles that might be relevant to the current ticket. Important: Retired articles are not listed under Recommended Knowledge. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option. Recommended Tickets (incidents only)—Lists tickets that are similar to the current incident. If you find a ticket that is relevant to the incident and save it as a resource or mark it as a duplicate, you will see a reference to it in the Related Items area.

Information displayed on an incident request

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