If you are an Integration for BMC Remedy Service Desk user, an incident is generated for a causal event. You can view this incident in BMC Remedy Service Desk as shown in the figure below. In this figure, INC000000000060 is the incident for the causal event. Incident INC000000000059 is the incident for the impacted CI and this incident lists the causal event that caused the impact.
Impacted CI incident displaying the cause of impact
In case the root causal event changes, a separate incident is generated for this changed root causal event as shown in the figure below. The incident for the impacted CI is also updated automatically to reflect this change. The Work Detail tab contains details about the root cause of failure.
Incident for the changed root causal event
Note
If you change the incident creation criteria of your service policy, incidents created previously are not computed as per the new policy. You need to close such events manually.
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