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In BMC Service Resolution 3.0, you can now use a web service to integrate event monitoring applications such as BMC ProactiveNet and BMC Control-M Workload Automation with incident management applications such as BMC Remedyforce and BMC Remedy OnDemand. With the help of the web service, you can perform create, read, update, and delete (CRUD) operations on incidents and control the incident lifecycle.

You need a reliable and efficient integration between incident management and event monitoring so that incident creation and resolution proceed smoothly. You need an even more efficient integration when incident management is hosted in a Software as a Service (SaaS) environment and event monitoring is running on premises. If you are using such a hybrid setup, BMC Service Resolution 3.0 provides a mechanism to integrate the applications, enabling you to seamlessly continue to create incidents and efficiently control the incident lifecycle.

The following diagram illustrates the supported integrations:

BMC Service Resolution 3.0 supports the following integrations:

  • Integration with BMC Remedyforce – Support for Level 1: Event-based ticketing.
  • Integration with BMC's incident management – Support for Level 1, Level 2, and Level 3 of Intelligent Ticketing.
  • Integrating BMC Control-M with BMC's incident management – Support for Level 1: Event-based ticketing.

For more information about Intelligent Ticketing levels, see BMC Service Resolution Levels.

Refer to the following information to understand these integrations: