BMC ProactiveNet, through the Integration for BMC Remedy Service Desk (IBRSD) Integration Service, can create incident tickets automatically for the identified problem with an application or a service. The IBRSD Integration Service functions as a gateway between BMC ProactiveNet and BMC Remedy Service Desk.
Before following this use case, you should be familiar with the following concepts:
This use case requires the following BMC ProactiveNet components. It is recommended that you read the overviews for each component before continuing:
BMC ProactiveNet Integration Service
BMC PATROL Agent for BMC ProactiveNet
BMC ProactiveNet Central Monitoring Administration architecture
BMC ProactiveNet Central Monitoring Repository overview
BMC ProactiveNet Administration Console
BMC ProactiveNet Operations Console
BMC Impact Solutions - See the BMC Impact Solutions documentation located on the [ BMC Support website|http://webapps.bmc.com/support/faces/az/prodallversions.jsp?seqid=126811] .
Note
There are many user roles involved in the deployment, operation, and management of BMC ProactiveNet. Your company may employ the roles as described below, consolidate them into fewer roles, or divide them into roles with more granular responsibilities and may have other titles for these roles.
The following roles are required to complete this use case:
Before completing this use case you must have installed the following BMC ProactiveNet components:
For detailed instructions about installing these components, see Installing. After successfully installing these components, continue with the following tasks to complete this use case.
To create a propagation policy:
To specify the periods of time when the policy should be inactive, select the Not Active Timeframescheck box and one or more time frames from its scrollable list.
Note
You can select both check boxes to create active and inactive time periods. However, the inactive time period takes precedence over the active time period.
BMC ProactiveNet Administration Console saves the defined event management policy, and it is displayed in the list of event policies for the selected event selector.
A default event management propagation policy that triggers incidents for all critical events is available in BMC ProactiveNet. To view this policy, perform the following steps:
The sample policy, Event_Propagation_To_Remedy_Help_Desk, appears in right pane.