Configuring the Impact, Urgency, and Outage values

You can configure the Impact, Urgency, and Outage values in the TrueSight Presentation Server for Event and Causal incidents. The configured values are stored in the TrueSight Operations Management database. During the incident creation process, the integration gateway reads these values and populates the incident Impact and Urgency fields. An out-of-the-box record is provided in the TrueSight Presentation Server for configuring these values.

Complete the following procedures to configure the configure these settings:


To configure values for Event incidents

  1. From the TrueSight console, select Administration > Integrations.
  2. In the Intelligent Ticketing Configuration section, click the action menu for Configure Impact Urgency mapping for Service Resolution for Event based incidents and select Edit.
  3. In the Event Based Incident Mapping form, configure the event attribute mappings such as event priority with incident urgency and event severity with incident impact.
  4. Click Save.

To configure values for Causal incidents

  1. From the TrueSight console, select Administration > Integrations.
  2. In the Intelligent Ticketing Configuration section, click the action menu for Configure Impact Urgency mapping for Service Resolution for CI based incidents and select Edit.
  3. In the Component Based Incident Mapping form, configure the global attribute mappings such as component priority with incident urgency and component status with incident impact.
  4. Click Save.

To configure Outage service policies for CI based incidents

  1. From the TrueSight console, select Administration > Integrations.
  2. In the Intelligent Ticketing Configuration section, click the action menu for Configure Outage service policies for CI based incidents and select Edit.
  3. In the Edit policies form, select Policy Type as Custom and Save
  4. Select the Cell Name from the drop-down list and click Create.
  5. In the Policy Creation Criteria form, fill in the required details. 
     
  6. Click Save.

Configuring Impact and Urgency values in Incident Management

The configured impact and urgency values in BMC TrueSight Operations Management are mapped with the impact and urgency values of an incident in Incident Management. The priority of an incident is then calculated based upon the impact and urgency values. Numerical weights are added in Incident Management to calculate an incident priority such as Critical. For more information, see Incident prioritization .

For information about how incident impact is configured in Incident Management, see Impact values .

For information about how incident urgency is configured in Incident Management, see Urgency values .

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