Configure BMC Remedy ITSM for the solution

 BMC Remedy ITSM configuration tasks

 Configuring group auto assignments in BMC Remedy ITSM

Configure auto assignments for the change requests created by the Triage and Remediation Solution.

To configure group autoassignments for change tickets

1. On the BMC Remedy AR System IT home window, click Application Administration Console.
2. On the Application Administration Console, click Custom Configuration ; then, select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
3. Select Infrastructure Change Manager from the Event Details menu; then, select the Enabled status.
4. In the Assignment section, select Support Company, Support Organization, and Assigned Group.
5. In the Routing Order section, select Contact Company and Company, and then fill in  the optional fields with the appropriate values.
6. Check Yes for both Change Management and Available Systems.
7. Click Save ; then, click Close.

8. Repeat step 1 through step 7.

   Note

   When you create a new user, add these groups to the user configuration.

To configure group autoassignments for incidents

1. On the BMC Remedy AR System IT home window, click Application Administration Console.
2. From the Application Administration Console, click Custom Configuration; then, select Foundation > Configure Assignment > Configure Application Assignment to open the Configure Application Assignment window.
3. Select Incident Owner from the Event Details list; then, select Enabled.
4. In the Assignment section, select Support Company, Support Organization, and Assigned Group in the Assignment section.
5. In the Routing Order section, select the Contact Company and Company, and fill in the optional fields with appropriate values.
6. From the Available Systems area, check Yes for Incident Management, User Service Restoration, User Service Request, Infrastructure Restoration, and Infrastructure Event.
7. Click Save and then click Close.