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

First call resolution

In the course of their daily work, service desk analysts might receive calls from customers for issues that can be resolved on the call itself, such as, requests to reset a password or restore access to applications. The service desk analyst can use the Incident Management  Incident Matching feature or  BMC Helix ITSM: Knowledge Management  (if they have access to it) to look for similar incident requests, problem investigations, and known errors.

Warning

Important

Remedy Knowledge Management is integrated with Incident Management but must be licensed before you can use it. For information about accessing Remedy Knowledge Management, see Accessing-BMC-Knowledge-Management.

If you cannot resolve the incident request, assign the incident request to a specialist. For information about how to do this, see Assigning-and-reassigning-incident-requests.

You can also use the Advanced Search feature to look for similar incident records. For information about how to do this, see Searching-for-similar-incident-requests. 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

Remedy Service Desk 20.02