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

Managing incident requests

The information in this section is for support personnel. It describes how to use the Incident Management feature to manage an incident request through its lifecycle; starting with registration, through assignment, resolution, and on to closure.

There are also topics for group coordinators and on-duty managers that include assigning incident requests as a group coordinator, tracking incident requests, and handling escalations.

Other topics related to the general management of incident requests are also covered in this section, as outlined in the following list:


 

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