Configuring incident governance

To allow Incident Management to govern the status of incidents created by BMC ProactiveNet Performance Management, you have to update the incident governance behavior. This update is applicable only to merged causal CI incidents. To define incident governance, you have to update the BMC Intelligent Incident global configurations. For information about how the Incident Management governs the behavior due to this setting, see Governing incidents by setting status to In Progress.

To configure incident governance

1. From the Quick Links section on the left side of the BMC Remedy IT Service Management Home page, select Application Administration Console.
2. In the Application Administration Console, click the Custom Configuration tab.
3. Expand the Integration for BMC Remedy Service Desk and Integration Configuration entries and double-click BMC Intelligent Incident Global Configuration.
4. On the BMC Intelligent Incident Global Configuration form, perform any one of the following:
   • Select Manage if the Status, Urgency, and Priority fields on the Causal Incident are all changed whenever updates are provided for these fields from BPPM. This is the default mode. 
   • Select Update if the status of the Causal Incident is set to either In Progress or Pending, updates from BPPM are captured in the work details of the Causal Incident instead of directly modifying the Status, Priority or Urgency fields. This ensures that after the Service Desk agent takes control of the ticket, they maintain and govern any updates to the Status, Priority, and Urgency fields of that Causal Incident.