Incident enrichment for servers

Incidents in BMC Remedy Service Desk are created in various ways, such as manual data entry through Service Desk first-line personnel, end-user data entry in web page forms, or through event management solutions.

This workflow involves automating the addition of information from various relevant sources (such as BMC Atrium CMDB and BMC Server Automation servers) to the incident ticket when a server-related incident is detected in BMC Remedy ITSM. These details added to the workinfo note of incident include things such as:

audit trails
basic server configuration information
historical deployments in the past 24 hours
links to BMC BladeLogic Decision Support for Server Automation reports

The following table describes the flow of data in the Incident Enrichment use case.

Note: The Incident Enrichment use case requires BMC BladeLogic Decision Support for Server Automation, and also requires that you have modified the appropriate configuration groups in the BMC Atrium Orchestrator Server Incident Enrichment module. See Server Incident Enrichment module.

Event	Product involved	Description and references
CI added to incident	BMC Remedy ITSM	A BMC Remedy ITSM user adds a computer system CI to an incident.
Alert sent to BMC Atrium Orchestrator	BMC Remedy ITSM	BMC Remedy ITSM sends out an alert to BMC Atrium Orchestrator indicating the addition of the CI.
BMC Atrium Orchestrator checks the incident status, and obtains the data	BMC Atrium Orchestrator	If the incident is closed BMC Atrium Orchestrator terminates. If the incident has a status other than closed, BMC Atrium Orchestrator extracts the added CI's corresponding information from the BMC Server Automation server. This information includes specific server properties and a list of BMC Server Automation jobs that have been run on the server in the past 24 hours.
Information added to incident	BMC Atrium Orchestrator	BMC Atrium Orchestrator adds the information to the workinfo note of the incident. During the execution of this process, BMC Atrium Orchestrator also creates BMC BladeLogic Decision Support for Server Automation (formerly BMC Service Automation Reporting and Analytics for Servers) links and adds them to the workinfo note of incident, if applicable.

Incident enrichment for servers

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