Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest documentation, click here

Viewing the CI linked with an incident

Note

This feature is dependent on BMC TrueSight Operations Management 11.3.03. For more information, contact BMC Support.

If BMC TrueSight Operations Management 11.3.03 or a later version is integrated with BMC Helix Remedyforce, the following enhancements are available:

  • A Computer System Configuration Item (CI) associated with an event is automatically linked with an incident if the following conditions are true: 
    • The incident is created in BMC Helix Remedyforce based on an event in BMC TrueSight Operations Management. 

    • The CI associated with the event is matching with a CI in BMC Helix Remedyforce. 
      A Configuration item (CI) is a device for which an event is created in BMC TrueSight Operations Management. 

      If no matching CI is found in BMC Helix Remedyforce, you can use the details displayed in the Description field on the Incident Form and create a CI. After creating the CI, manually link it with the incident. For more information, see Creating and updating configuration items.

      The Configuration Item / Asset field on the Incident Form displays the linked CI. Alternatively, you can view the linked CI on the Services and CIs slider. 

  • In addition to default information, TrueSight Infrastructure Management sends additional event details to BMC Helix Remedyforce. Incidents in BMC Helix Remedyforce are updated based on these additional event details. 

  • When an incident is created in BMC Helix Remedyforce based on an event, the incident ID is passed on to ProactiveNet or TrueSight Infrastructure Management. However, BMC Helix Remedyforce does not send incident information and its modifications to ProactiveNet or TrueSight Infrastructure Management. 

For more information about these enhancements, see  Configuring TrueSight Infrastructure Management to send additional slots to BMC Remedyforce

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