Configuring Impact and Urgency values

You can configure the Impact and Urgency values in TrueSight Operations Management or ProactiveNet for Event and Causal incidents. The configured values are stored in the TrueSight Operations Management or ProactiveNet 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 TrueSight Operations Management or ProactiveNet for configuring these values.

To configure Impact and Urgency values in TrueSight Operations Management

As a preprocessing task before incident creation, you can enrich Event and Causal incidents with impact and urgency values.

Configuring values for Event incidents in TrueSight Operations Management

  1. In 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.

Configuring values for Causal incidents in TrueSight Operations Management

  1. In 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.

Configuring Outage service policies for CI based incidents in TrueSight Operations Management

  1. In 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.

To configure Impact and Urgency values in ProactiveNet

As a preprocessing task before incident creation, you can enrich Event and Causal incidents with impact and urgency values.

Configuring values for Event incidents in ProactiveNet

  1. Open the ProactiveNet operator console.
  2. Click Options > Administration tab.

  3. In the Intelligent Ticketing Configurations section, next to the Event Based Incident Mapping label, click Edit.
  4. 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.

  5. Click Save.

Configuring values for Causal incidents in ProactiveNet

  1. Open the ProactiveNet operator console.
  2. Click Options > Administration tab.

  3. In the Intelligent Ticketing Configurations section, next to the CI Based Incident Mapping label, click Edit.
  4. 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.

  5. Click Save.

To configure Impact and Urgency values in Incident Management

The configured impact and urgency values in TrueSight Infrastructure Management or ProactiveNet 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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Comments

  1. Renjith Viswamohanan

    Hi


    In operatins Console i clicked on Options→Administation.

    Not not able to find Intelligent Ticketing Configurations

    I am using TSIM 10.5

    Jan 09, 2018 08:46
  2. Pranav Jindal

    Hi Renjith,

    You need to login to TSPS console. You will be able to find it under Administration -> integration.

    Jun 19, 2019 07:12