Enabling a sample policy to create enhanced incidents

Integration for BMC Remedy Service Desk ships with a sample event management propagation policy that enables events to cause creation of incidents in BMC Remedy Service Desk.

To enable a sample policy to create enhanced incidents

1. From the Administration > Event Management Policies tab of the administration console, enable the sample event propagation policy as follows.
   1. Expand MyProduction and then the cell name tree.
   2. Expand By Policy Type.
   3. Expand Propagation Policy > IBRSD and select All Critical Events.
   4. From the right pane, right-click the highlighted sample policy, Event_Propagation_To_Remedy_Help_Desk, and select Edit Policy.
   5. Select Enabled, as shown in the following figure.
      
      Adding IBRSD to Propagation Policy Details
      
      
   6. From the Selector Details tab, ensure that the Event Selection Criteria are set to the default values to create tickets for all critical events.
   7. From the Propagation Policy Details tab, ensure that Integration for BMC Remedy Service Desk appears in the Propagate to One Of box, as shown in the following figure, and click OK.
   8. From a command line, use msend to send the following new event:
      msend -n <cellName> -a EVENT -r CRITICAL -m "Test Event" -b mc_priority=PRIORITY_1
2. Review the newly created incident in Incident Manager in BMC Remedy Service Desk:
   1. Log on to the AR System server with BMC Remedy User.
   2. From the Quick Links section, click Incident Management Console.
   3. From the Functions list on the lower left corner, click Search Incident.
   4. Click the Search button and review the list of incidents in the Incidents-Matching list for the most recent incident.
   5. Ensure that the incident summary matches the event message.
   6. Click the Work Detail tab.
   7. Double-click the Event Details record and view the Work Info Type, Summary, Notes with Host Name, Parameter, Object, and Location, as shown in BMC Remedy Service Desk Incident Work Info view for event management.
3. Review the incident information in the operator console.
   1. From the navigation tree, select an event collector and ensure that the Event View is selected in the toolbar.
   2. Look for the Event Relations icon to the right of the event, as shown in the following figure.
      
      Event Relations icon
      
      
   3. Click the Related Events icon and select View > Related Events > Remedy ARS Incident Events.
   4. Double-click the newly created Incident Info event.
      
      From the Event Incident Info tab, you can view the incident ID, status, priority, and assignee.
   5. In the navigation tree, expand Generated Incidents > Event Incidents by Status > Auto Created.
   6. Select the Assigned collector.
   7. For the original raw event, click the Event Incident Info event.
   8. From the Event Incident Info tab, you can view the incident ID, status, priority, and other information.