Adding related parties to an incident request

Resolving an issue might require collaboration from different domain experts to resolve a fault, for example, Mobile, Fixed, and IPTV. Multiple team members from the network operations teams should be able to view the incident details. They should also be able to add or disable users for the company.

As an administrator or as a user with Incident Master permissions, you can provide permissions to users or groups of users to view and edit the incidents by using the Related parties tab. Additionally, you can also search for, add, or disable users and user groups based on the users who are working on the incidents.

Based on the roles and permissions of the related parties that you have added, those users or groups of users can view and modify the incidents as required. For more information, see Roles-and-permissions.

Related topics

Roles and permissionsin the BMC Helix ITSM online documentation portal

Relating items to incident requests in the BMC Helix ITSM: Service Desk online documentation portal

 

To add related parties to an incident

  1. From Console > Ticket Console, open an existing incident.
  2. On the Related parties tab, click + Related party.
    Add related party_25.1.00.png
  3. Select the Type as either a User or a Group.
  4. Enter the Name of the user or the group.
  5. Select the required Role.
    Related party_added information.png
  6. Click Save.
     

Important

When you configure roles for related parties by using BMC Helix Innovation Suite, those new roles are available for selection in the Role field list.

 

To enable a user or a group of users

  1. On the Related parties tab, select the user or group of users that you want to enable.
  2. Click Enable.
    The users or group of users can now access the incident.

 

To disable a user or a group of users

  1. On the Related parties tab, select the user or group of users that you want to disable.
  2. Click Disable.
    The users or group of users will no longer have access to the incident.

 

To change the role of a user or a group of users

  1. On the Related parties tab, select the required user or group of users.
  2. Click Edit.
  3. Select the new role from the Roles list.
  4. Click Save.

 

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