Open topic with navigation

Resolving Issues

Issue resolution can be accomplished in a number of ways.  The first and most obvious is by Agents directly working on an Issue.  In a normal workflow, an Issue may be created or received as a Request from a Customer, an Agent is assigned when the Issue is created, and the Agent resolves and closes the Issue.

Other ways in which Issues can be resolved outside the normal workflow described above are with:

• The Knowledge Base
• Frequently Asked Questions (FAQ)
• Real-time Resolution Tools

©Copyright 1999, 2009 BMC Software, Inc. © Copyright 1996 - 2017 BladeLogic, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. FootPrints is the exclusive property of BladeLogic, Inc. and is registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BladeLogic trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.BladeLogic, Inc. and BMC Software, Inc. Confidential. Click here for the installation guide which includes the provisions described in the BMC License Agreement and Order related to third party products or technologies included in the BMC Product.