This documentation supports the 20.02 version of Remedy Service Desk.To view an earlier version, select the version from the Product version menu.

Orientation

Use the topics in this section if you are a new user of Remedy Service Desk. These topics help you quickly understand what Remedy Service Desk is about;identify your role, and provide you with links to information to get started or learn more. 


Description

Reference

Remedy Service desk is divided into two parts Incident Management and Problem Management. There are different user roles defined for Incident Management and Problem Management.

An incident request flows through different statues in its life cycle. You can use the Process flow status bar to update the status of the incident.

A problem investigation flows through different statues in its life cycle. You can use the Process flow status bar to update the status of the problem investigation.

 

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