BMC Service Resolution policies

Using BMC Service Resolution, you can create optimized Causal Incident that has both event and CI information.

The following sections in this topic describe the policies that you need to apply to create optimized Causal incidents.

Event-management products

TrueSight Infrastructure Management

ProactiveNet

Impacted and Causal Component-Optimized policy

Applying the Impacted and Causal Component-Optimized policy to CIs of interest enables the following capabilities:

Remedy Service Desk interface creates:

  • Causal Incident with causal CI and event information.
  • Impact Incidents

For more information, see Incident classification.

Incident Management leverages the CI-based routing rule and populates:

  • The CI+ field for the Causal Incident and the Resolution Product Categorization fields.
  • The Service CI field for the Impact Incident and the Product Categorization fields

For more information, see Incident routing using resolution product categories.

The following diagram illustrates the usage of the Impacted and Causal Component-Optimized policy.

Causal Component-Optimized policy 

Applying Causal Component-Optimized policy to CIs of interest enables the following capabilities:

The following diagram illustrates the usage of the Causal Component-Optimized policy.

Where to go from here

Managing service policies

Was this page helpful? Yes No Submitting... Thank you

Comments