Managing Impact Incident queues
To support queue management, Incident Management assigns a Pending status to an Impact incident and enables you to work only on the Causal Incident, which is the root cause of the problem.
With BMC Service Resolution, you need not work on the Impact incidents. The Impact incidents are created to establish context at a higher level for notifications, reporting and service level management metrics. When Impact incidents are at the level of business services, they are not typically worked so their initial status is set to Pending. Instead, you work on the Causal Incident, which is in the Assigned state. Consider a scenario where you are using the impact-model and that you have one Causal Incident and three Impact Incidents. If there is no provision of queue management, you would have four incidents in the Assigned state. This makes it difficult to know which incident needs to be worked upon.
In BMC Service Resolution, the three Impact incidents are initially set to Pending and the Causal incident is set to Assigned. With this distinction in the Status field, it becomes easy for the service desk technician to decide which incident to address. The group to which this Causal incident is assigned works only on the single Causal incident and marks its status as In Progress. After the incident is resolved, the related Impact incidents are also automatically resolved and the details are updated in the Work Details log.
If the impact incident for an application CI is moved out of the Pending state, the Causal incident releases the ownership of that Impact incident and the Impact incident is then manually governed by the service desk agent who would be responsible for moving the incident through it's life cycle to resolved.
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