Number:  CIM014
Creation Date:  2019-09-05
Category:  Incident Management
Effective Date:  2019-09-05
Type:  Procedures
Last Reviewed:  2020-08-07
Version:  1.03
Scheduled Review Date: 2020-09-05
Security Classification:  Public
Status:  In Review


We are currently working on updating incident management process documentation due to transition from BMC Remedy to Service Now. In the interim, please use this Service Now Training link (GoA login required).​​

The purpose of this document is provide guidance to a support team on how to handle a potentially misrouted ticket in a manner that provides a positive customer experience and drives process adherence.

Keywords: mistroute, misroutes, use case, incident management