Levels of event creation

Two primary levels of incident event creation are supported in Remedy IT Service Management (Remedy ITSM) for third-party event monitoring and management systems. In all cases, the event ID is the identifier used for updating incidents and event records.

- Level 1: Event-based incident with no configuration item (CI)
  - Level 1 flow
  - Level 1 sample XML
- Level 2: CI-based incident
  - Level 2 flow
  - Level 2 sample XML

Level 1: Event-based incident with no configuration item (CI)

This represents a generic event sent in from an outside system. All that is required to generate an incident is the event ID and some basic information about the incident.

Updates to an active incident are made when a previously referenced event ID is passed in along with the information needed to update the incident.

The following table lists Level 1 input fields (incidents with no CI):

Input Fields	Description
Minimum required fields
Action	Process event
mc_ueid	Event ID
Summary	Text summarizing the event, or text from the event
Optional fields
Company	If the company is not provided, it is derived from Remedy ITSM
Impact	Maps to the impact field in the incident record
Urgency	Maps to the urgency field in the incident record
Work Info	Additional event information listed in the incident work detail notes
Categorization_Tier1	Operational categories, tier 1; enables routing options
Categorization_Tier2	Operational categories, tier 2; enables routing options
Categorization_Tier3	Operational categories, tier 3; enables routing options

Note

The best practice is to first create an event-based incident with the two required fields, and then expand to include other fields as needed.

Level 1 flow

Level 1 sample XML

<urn:Process_Event>
<urn:Action>PROCESS_EVENT</urn:Action>
<urn:mc_ueid></urn:mc_ueid>
<urn:Summary></urn:Summary>

<urn:Company></urn:Company>
<urn:Summary></urn:Summary>

</urn:Process_Event>

Level 2: CI-based incident

This is similar to Level 1, but a CI reference is also passed in. This reference can be either the actual CI ReconID or Name, as defined in BMC Atrium Configuration Management Database (CMDB).

Providing the CI enables the following additional routing options:

CI Product Categories
CI Location
CI Supported By
CI Managed By

Level 2 includes the option to consolidate multiple events for the CI into a single incident. With this option enabled, the incident is not resolved until all events are closed.

The Summary field is derived from the resource mapping and the CI name, and is shown as Infrastructure Event for <CI Name>. The summary provided is added to the work info details.

The following table lists Level 2 input fields (CI-based incidents):

Input Fields	Description
Minimum required fields
Action	Process event
mc_ueid	Event ID
CI reference - either of the following options is available
Component_ID	CI ReconID from BMC Atrium CMDB
HPD_CI	CI name form BMC Atrium CMDB
Optional fields
Summary	Text summarizing the event, or text from the event (added to incident work detail)
Company	If the company is not provided, it is derived from Remedy ITSM
Impact	Maps to the impact field in the incident record
Urgency	Maps to the urgency field in the incident record
Work Info	Additional event information listed in the incident work detail notes
Categorization_Tier1	Operational categories, tier 1; enables routing options
Categorization_Tier2	Operational categories, tier 2; enables routing options
Categorization_Tier3	Operational categories, tier 3; enables routing options

Note

The best practice is to first create a CI-based incident event with the two required fields, and then expand to include other fields as needed.

Level 2 flow

Level 2 sample XML

<urn:Process_Event>
<urn:Action>PROCESS_EVENT</urn:Action>
<urn:mc_ueid></urn:mc_ueid>
<urn:HPD_CI></urn:HPD_CI>


<urn:Company></urn:Company>
<urn:Summary></urn:Summary>

</urn:Process_Event>