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The BMC Service Resolution solution detects and registers infrastructure incidents and application/service-aware incidents to proactively inform you of issues in the IT environment. For example, when a server is not responding, the Payroll Application is impacted or the Consumer Banking Service is slowing down.

The integration of BMC TrueSight Infrastructure Management with BMC Service Resolution enables TrueSight Infrastructure Management to create incidents in BMC Remedy Service Desk based on events in the cell. It adds business context to incidents by enabling bidirectional flow of information between the cell and BMC Remedy Service Desk. 

Setting up the integration for BMC Service Resolution 3.0

After you install the Infrastructure Management server, perform the following steps to set up the integration with BMC Service Resolution:

  1. Install BMC Service Resolution 3.0 for BMC Remedy IT Service Management. 
  2. Complete the BMC Service Resolution 3.0 post-installation tasks on BMC Remedy IT Service Management.
  3. Enable BMC Service Resolution 3.0 on BMC Infrastructure Management.
  4. (Windows) Ensure that the BMC TrueSight Infrastructure Management IBRSD service is disabled.
  5. Configure BMC Service Resolution 3.0 on TrueSight Infrastructure Management.


    The Event Based Incident Mapping, Component Based Incident Mapping, and BMC Intelligent Incident Service Policy Console forms are moved to the TrueSight console under Administration > Integrations > Intelligent Ticketing Configuration.

  6. Perform one-click integration validation test on TrueSight Infrastructure Management.


To ensure compatibility of BMC Service Resolution 3.0 with BMC Remedy ITSM 9.1.00, add the following property under the TraceParametersSrc group in the IBRSD.conf file located at the installationDirectory\pw\integrations\ibrsd\conf directory: