Testing intelligent incidents

Intelligent incidents denote the process by which Integration for BMC Remedy Service Desk generates and updates an incident in BMC Remedy Service Desk as a result of the status change of a CI identified in a service model. This automated incident creation is based on service impacts, not random events. This section explains the intelligent incident process.

With a working knowledge of Infrastructure Management and BMC Remedy Service Desk, you can use the following high-level procedure to test whether intelligent incidents run correctly in your computing environment.

To test intelligent incidents

1. Create a service policy. For example, a policy for BMC_BusinessService class. See Creating service policies.
2. Change the status of the underlying IT component in your service model to affect a Business Service CI of interest:
   1. In the Graph view of the operator console, expand the global services tree in the service model under the Business Service CI XX component.
   2. Send a CRITICAL event to the CI to change its status.
   3. Refresh the Graph view.
      
      A status change progresses up the model, causing the Business Service CI of interest to go into the UNAVAILABLE, or red alarm state.
3. Verify that an incident is created in BMC Remedy Service Desk:
   1. In BMC Remedy User, select Incident Management Console.

   2. Select the Search Incident function and press F5, or click the Search icon to see the incident in the Incidents - Matching list, as shown in the example list in the following figure.
      
      Incident search results
      
      
      
      The incident priority is calculated by the combination of the incident impact and the incident urgency. Service impact management mappings from the Policy UI drive the values for incident impact and incident urgency.

      Note

      If a company is configured and CI's belonging to that Company are impacted, the incident generated for that CI will be assigned to the support personnel of that particular company.

4. Resolve the incident:
   1. Close the CRITICAL event sent to the CI to change its status to OK.
   2. Refresh Graph view.
      
      A status change progresses up the model, causing the Business Service CI of interest to go to the OK, or green, state.
   3. From BMC Remedy User, select Incident Management Console.
   4. Select the Search Incident function and press F5, or click the Search icon to see the incident.
      
      In the Incidents - Matching list, the status for the both the Impacted Incident and the Causal incident have been changed to CLOSED.
   5. Select the Intelligent Incident for Impacted CI Business Service XX event.
      
      The status is RESOLVED and the status reason is AUTOMATED RESOLUTION REPORTED, as shown in the following figure.
      
      Incident resolution
      
      

To verify intelligent incidents information

1. Verify that an intelligent incident service policy exists, has valid options, and is enabled.
2. Send an event that initiates a state change in a low-level IT component of the service model (the causal component).
3. Verify the creation of corresponding incidents in BMC Remedy Service Desk, based on the policy definition to trigger incidents for impacted or causal CIs or both.
4. In the Graph view in the operator console, right-click the CI and select Menu > View Events > All (Direct and Providers), and then expand the event frame.
5. In the event list, look for the Intelligent Incident Information event in the top event frame and in the Other tab in the Details notebook.
   The Incident ID, Priority, Status, and Message slots are synchronized with any changes that occur in BMC Remedy Service Desk.
6. From the operator console, either close the original state change event impacting the CI in the service model or manually change the state of the CI to OK by using the Tools menu. After the CI in the service model turns green, Integration for BMC Remedy Service Desk generates a state change event and sends it to BMC Remedy Service Desk.
7. Verify that the incident status in BMC Remedy Service Desk has changed to the default, Resolved (or a custom status as defined in the propagation policy).
8. Close the incident and verify that the event that was automatically opened to note the incident creation has also closed.