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)
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>
<!--Optional:-->
<urn:Company></urn:Company>
<urn:Summary></urn:Summary>
<!-- Plus other optional values…-->
</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>
<!-- OR use the Component_ID Instead of HPD_CI-->
<!--Optional:-->
<urn:Company></urn:Company>
<urn:Summary></urn:Summary>
<!-- Plus other optional values…-->
</urn:Process_Event>
Comments
Log in or register to comment.