This documentation supports the 20.02 version of BMC CMDB.

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Associating a CI to an incident

By automatic assignment of a Configuration Item (CI) to an incident, an organisation can manage IT infrastructure incidents better while saving time and effort. This use case describes how to associate a CI related to an incident. An organisation can automate the management of IT infrastructure incidents while saving time and effort that goes into manually searching and assigning CI to an incident. 


Scenario for associating a CI to an incident

Scenario

The Calbro Services company needs to automatically identify and assign a CI to an incident.

Consider a scenario where one of the servers in the IT infrastructure is not responding. This outage impacts the Payroll application and slows down the consumer banking service. Before users begin calling in to report a problem, the server failure must be discovered, communicated to the service desk, diagnosed, and resolved.

BMC Helix Integration Service creates an incident with CI lookup and passed it to ITSM. ITSM then passes these queries as a CMDB REST API to CMDB. If the query is complex, the predefined complex queries that are mapped to various classes by default in the CMDB Class Query Mapping are used by the REST API to perform the search for the CI. The CI that is returned from this search is assigned to the incident.

The Class Query Mapping in BMC CMDB maps complex queries to classes so that when a complex search REST API is requested, it can use these mapped queries to conduct a search within that class.

Workflow for associating a CI to an incident


  1. A monitoring tool through integration sends an incident with CI lookup to ITSM.
    For ITSM to be able to access to CMDB, you must first perform the procedure as described in Providing ITSM with access to CMDB.
  2. If it is a simple lookup, ITSM sends it to CMDB and finds the CI.
  3. ITSM returns the incident along with that CI.
  4. If an exact match for the CI is not found in CMDB, a complex search is performed.
  5. CMDB REST API performs the complex lookup using the default class queries mapping in CMDB, and returns a CI.
  6. ITSM associates the CI with the incident.


Benefits of associating a CI to an incident

Whenever an event within an organization results in the creation of an incident, ITSM automatically associates a CI with the incident.  Using this information, an incident manager can know the CI that could be the probable cause of the incident. As a result of this, time and effort is saved in manually searching the CI that is associated with the incident. This can help an organisation to resolve an incident faster. 

Related topics

Mapping complex queries to a class

Use case: Automatic incident management

Setting up Proactive Service Resolution to enable automatic incident management

Providing ITSM with access to CMDB

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