Governing incidents by changing the status

With BMC Service Resolution, incidents created from BMC TrueSight Infrastructure Management/BMC ProactiveNet can be governed by Incident Management. By setting the incident status to In Progress from the Assigned state in Incident Management, you can ensure that any Status, Urgency, and Priority updates made in BMC TrueSight Infrastructure Management/BMC ProactiveNet, do not change the status of the incidents in Incident Management. Updates triggered by Infrastructure Management/BMC ProactiveNet are updated in the Work Details tab on the Incident Form, but they don't reflect in the Status, Urgency, and Priority fields on the Incident form.

The following diagram illustrates how the incident is governed in Incident Management:

To enable Incident governance by updating the status

1. Update the global configuration rule to allow incident management to manage incident governance. For more information, see Configuring-incident-governance. 

   Note

   This step must be performed as part of configuring BMC Service Resolution solution.

2. Open the incident in the Incident form. 
3. Select In Progress in the Status field. 
4. Save the changes.