703.242.7200 [email protected]

Major Incident Management with Helix ITSM (Remedy) BMC

RightStar TeamAugust 10, 2023

Major Incident Management

In version 21.3 of Helix ITSM (Remedy), BMC added functionality around Major Incident Management. This allows customers to manage the life cycle of an outage until restoration. Customers can also add the required team members, vendors, and specialists to the incident ticket so that they can identify and implement corrective measures in order to avoid the recurrence of major incidents. Finally, if customers are using Teams, they can link Major Incident Management to their Teams app so that service desk agents and major incident management teams in the organization can collaborate to effectively resolve major incidents.

Of course, there is some setup to do – first, the administrator needs to enable Progressive Views (this is only available with Progressive Views). Then individuals need to be assigned to the proper roles within the Major Incident group. And then, the integration to Teams needs to be configured. But before you go through that, here’s a video as to how it works; admin links are after the video:

If this sounds like something your organization can use, please see configuration links here:

Major Incident Management Setup 

Teams integration 

And, of course, you can always contact RightStar if you need additional help or if you have questions about the feature.