Tracking incident requests
If BMC Service Level Management is installed, you receive a notification when the incident request is in danger of breaching the service terms. For example, this happens when:
- The target response time has elapsed and the incident is still assigned.
- The target resolution time has elapsed and the incident is still open (not resolved, closed, or canceled).
You can view the Responded Date on the Date/System tab of the Incident Request form. For details about service target calculations, see Overview-of-BMC-Service-Level-Management-calculations
You can configure BMC Service Level Management to send notifications to incident assignees, assignee group coordinators, incident owners, or owner group coordinators, by using templates included with Incident Management when you integrate it with BMC Service Level Management. For details about configuring service targets and notifications in BMC Service Level Management, see Configuring service targets and Configuring the Notification Engine.
When you receive an escalation, you determine the cause of the notification and act accordingly.
For example, if the notification occurred because an SLA was breached, you escalate the incident request to the service owner of the affected service.
If, however, the escalation notification occurred because an SLA threshold is approaching a breach, you determine whether the incident request needs to be reassigned to another specialist with different skills, greater experience, or with different access rights.
If you decide not to reassign the incident request, then you must notify the assigned specialist that the incident request must be resolved quickly to avoid any service level objective (SLO) violations.
You can place incident requests that require special monitoring on the Watch List. For more information see Working-with-the-Watch-List.
The following figure provides an overview of the tracking incident requests process, as described by the BMC Service Management Process Model:
