Resolving an incident with an emergency change request - Documentation for BMC Helix ITSM: Service Desk 21.02

User

Actions

Explanation

Reference

Service desk customer

The customer contacts the service desk.

Joe cannot access the local area network.

NA

Service desk analyst

Register the incident request record

Francie Stafford receives Joe's call and creates a new incident request record from the applicable template.

Creating an Incident request record by using a template

Searching for similar incidents

Specialist

Accept the assignment

Ian Plyment, a specialist investigates Joe's incident request and determines that his data port is broken. The fix requires an emergency change.

Accepting an incident request

Specialist

Resolve incident and register the change request

After the change is implemented and verified, Ian closes the incident request and asks Mary Mann, the change coordinator, to register a change for this emergency change.

Resolving incident requests

Creating a change request to permanently resolve an incident request

Closing incident requests

Change coordinator

Create an emergency change request

From Joe's incident ticket, Mary creates the emergency change request from the incident request,

This step saves time, ensures accuracy and relates the incident with the change request.

Creating a change request to permanently resolve an incident request