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Managing incident requests

An incident is any event that is not part of the standard operation of a service and that causes an interruption to or a reduction in the quality of that service. Normal service operation is the operation of services within the limits specified by the service target.

This topic helps you understand incident requests and how to manage them.


Understanding incident requests

Information-displayed-on-an-incident-request

Creating and updating incident requests

Creating-an-incident-ticket

Viewing-and-updating-incident-requests

Prioritizing-incident-tickets-based-on-service-targets

Closing and reopening incident requests

Resolving-and-closing-incident-requests

Reopening-closed-or-resolved-incident-requests

Managing incident requests by adding more information

Adding-related-items-to-an-incident-ticket

Adding-related-parties-to-an-incident-ticket

Adding-configuration-items-to-tasks

Creating-source-information-for-an-incident-ticket

BMC Helix ITSM reference links

Reviewing and changing the status of an incident request

Assigning and reassigning an incident request

Relating items to incident requests

Managing and tracking major incidents


 

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BMC Helix Telco Extensions 25.1