CA Clarity Service Connect › The CA Clarity Service Connect Incident Process

The CA Clarity Service Connect Incident Process

The following process describes the default incident lifecycle:

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

   For more information, see the BMC Remedy Service Desk documentation.

5. The Execute Process job is scheduled to run.
6. The incident manager reviews the incidents in CA Clarity PPM and determines their associated costs and any charges that apply to the customers.