Integrating with Proactive Service Resolution to integrate event management and incident management

Proactive Service Resolution (PSR) bridges the gap between the operations and service desks and enables you to proactively manage the IT infrastructure risks that can impact the performance of your applications or services.

By establishing PSR, with a reduced human effort, you can integrate event management with incident management and transform infrastructure events into related infrastructure incidents. Your organization benefits by achieving higher availability of your applications and key business services through near real-time collaboration between operations and the service desk.

For more information about the involved products and the required versions, see Proactive Service Resolution with BMC Helix Integration Service

For more information about setting up the integration, see Setting up Proactive Service Resolution to enable automatic incident management

To verify the PSR integration, see Validating-the-Proactive-Service-Resolution-integration. 

Important considerations for the L2 use case

Supported KMs

PATROL for AIX
PATROL for Amazon Web Services
PATROL for Docker
PATROL for IBM DB2
PATROL for Kubernetes
PATROL for Linux
PATROL for Log Management
PATROL for Microsoft Azure
PATROL for Microsoft Cluster Server
PATROL for Microsoft SQL Server
PATROL for Microsoft Windows Server
PATROL for Oracle Enterprise Database
PATROL for Solaris
PATROL for Sybase
PATROL for UNIX and Linux
PATROL for VMware vSphere (also supports VMware vSphere 6.0)

Device mapping

For database KMs, ensure that the device mapping option is selected while creating a monitoring policy. If not selected, the CI lookup fails.

In the monitoring policy, navigate to the following pages to verify that device mapping is selected:

Oracle Enterprise Database: Environment configurations > Environment settings > Device mapping
Sybase: Sybase configuration > KM administration > Device mapping
Microsoft SQL Server: Environments configuration > KM administration > Device mapping
IBM DB2: Environment Configurations > Administration > Device mapping

Component alias

• The component alias must be present to associate CIs with incidents.
• If an event is generated with custom event catalog, no component alias is generated and the incident created in BMC Helix ITSM does not associate CI with incident.
• Ensure that you use the FQDN instead of IP address while configuring the KMs.