Automatically create an incident ticket

Infrastructure Management, through the Service Desk Integration Gateway (SDIG), can create incident tickets automatically for the identified problem with an application or a service. The SDIG functions as a gateway between Infrastructure Management and BMC Remedy Service Desk.

Key concepts

Before following this use case, you should be familiar with the following concepts:

• The basics: Understanding how events are generated
• Getting started with thresholds

Components required

This use case requires the following Infrastructure Management components. It is recommended that you read the overviews for each component before continuing:

• Infrastructure Management Server
• Infrastructure Management Integration Service
• PATROL Agent
• Infrastructure Management administrator console
• Infrastructure Management operator console
• BMC Impact Solutions - See the BMC Impact Solutions documentation located on the BMC Support website .

Roles required

The following roles are required to complete this use case:

• Infrastructure Management Administrator
• BMC PATROL Administrator
• Infrastructure Management Operator (IT Operations user)
• Service Desk Analyst

Prerequisites

Before completing this use case you must have installed the following Infrastructure Management components:

• Infrastructure Management PATROL Repository - includes the BMC PATROL Agents and monitoring solutions required for monitoring (Note: The Infrastructure Management PATROL Repository is a separate download from the Infrastructure Management installation.)
• BMC TrueSight Infrastructure Management Server registered with the Presentation Server - required to create monitoring installation packages, as well as to configure monitoring from the TrueSight console.
• Integration Service - integrates Infrastructure Management with BMC PATROL and other applications that provide events and data to the BMC TrueSight Infrastructure Management Server.

For detailed instructions about installing these components, see Installing Infrastructure Management components . After successfully installing these components, continue with the following tasks to complete this use case.

Task

Create an event management propagation policy to send selected events to BMC Remedy Service Desk through SDIG, to automatically create enhanced incidents 

To create a propagation policy:

1. Open the administrator console.
2.  From the Administration > Event Management Policies tab of the Administration View, expand the By Policy Type folder.
3. Under the By Policy Type folder, select Propagation Policy and click OK.
4. Click the Add Policy button.
5. From the Selector Chooser dialog box, choose the event selector that you want to use for this policy and click OK. 
   The Propagation Policy Details tab is displayed in the details pane of the Administration View.
6. In the Policy Name field, type a unique alphanumeric name for the event management policy. The name must contain no spaces.
7. In the Description box, type a description of the event management policy.
8. To enable the event management policy, select the Enabled check box. If you do not want to enable the policy at this time, you can return to this dialog box and enable the policy later.
9. In the Policy Activation Timeframessection, define the periods of time the event management policy should be active (when enabled) by performing the following actions:
   1. Select one of the following choices:
      • To make the event management policy active continuously, select Always Active.
      • To specify when the policy is active or inactive, select Define Activation Timeframes.
        The Active Timeframes and Not Active Timeframes check boxes are enabled.
   2. If you selected Define Activation Timeframes, depending on how you want to define the timeframe for your policy do one or both of the following:
      • To specify the periods of time when the policy should be active, select the Active Timeframes check box and one or more timeframes from its scrollable list.

      • To specify the periods of time when the policy should be inactive, select the Not Active Timeframescheck box and one or more time frames from its scrollable list.

        Note

        You can select both check boxes to create active and inactive time periods. However, the inactive time period takes precedence over the active time period.

10.  In the Propagate to all of list, choose one or more SDIG gateways.
11. In the Propagate to one of list, select one or more SDIG gateways.
12. To save the completed event propagation policy, click OK. 
    
    The administrator console saves the defined event management policy, and it is displayed in the list of event policies for the selected event selector. 
    
    A default event management propagation policy that triggers incidents for all critical events is available in Infrastructure Management. To view this policy, perform the following steps:
    1. From the Administration > Event Management Policies tab of the administrator console, under MyProduction, expand the cell tree and then the By Policy Type folder.
    2. Expand Propagation Policy > All_Events > All Critical Events.

The sample policy, Event_Propagation_To_Service_Desk, appears in right pane.