CA Technologies Clarity Service Connect Overview › How the Incident Process Flow Works

How the Incident Process Flow Works

The following process describes the flow of an incident through the default lifecycle:

1. The requestor submits a request in Remedy. The request becomes a Help Desk case and is routed to the appropriate assignee.
2. The assignee works on the case in Remedy and updates the record with information that is discovered during the troubleshooting process. When complete, the assignee sets the case status to "Closed".

   See the BMC Remedy Service Desk documentation for more information on how to work on Remedy cases.

3. The Execute Process job is scheduled to run.
4. The incident manager opens and views the incidents in CA Clarity PPM, where they can be charged back to the customer, or otherwise have costs associated with them.

   See the Demand Management User Guide for more information.