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