Configuring Incident Management
To configure incident rules
By using incident rules in Mid Tier, you can control how the Incident Management component behaves when you are working with incidents. For example, you can select whether certain dates on the Incident form can be changed, or you can choose to make the Service CI field mandatory. With these changes, you can make the Incident Management component conform to your organization's business rules and workflow. You can configure incident rules in the Application Administration Console from the Custom Configuration tab.
For more information, see Configuring incident rules.
To configure incident priority and weight ranges
In Mid Tier, when configuring BMC Helix ITSM: Service Desk, the system administrator assigns numerical weights to each Impact category and each Urgency level.
When the user creating the incident selects the Impact and the Urgency level for an incident, Incident Management adds the numerical weights to calculate the Priority, such as Critical. For example, consider a system that is configured as follows:
- The Impact category of Significant/Large is configured with a weight value of 5.
- The Impact category of Minor/Localized is configured with a weight value of 1.
- The Urgency level of Critical is configured with a weight value of 20.
- The Priority of Critical is assigned to any combination of Impact and Urgency that equals 25.
In this system, whenever an incident is created with an Impact of Significant/Large and an Urgency of Critical, the system automatically assigns the Priority of Critical because the combined weight of Impact and Urgency equals 25. If an incident is created with an Impact of Minor/Localized and an Urgency of Critical, the Priority is not set to Critical because the combined value of Impact and Urgency is 21. In this case, the Priority assigned to the incident depends on how the administrator configured the system to assign the Priority based on a calculated value of 21. You can configure incident priority and weight ranges in the Application Administration Console from the Custom Configuration tab.
For more information, see Configuring incident priority and weight ranges.