Best practices for enhanced incidents

Ensure that you propagate only eligible events to IBRSD for incident creation. The propagation policy should be designed in a way that only the events that require an operator to work on are propagated to IBRSD. Action from the incident management is required on those events. 

BMC recommends that you discard event slots that are not mapped to the BMC Remedy Service Desk ticket from the propagation list. This can be achieved by modifying the gateway.ibrsd file by adding following line:

drop=[mc_operations,mc_notes]

Incident Assignment considerations

IBRSD leverages data from the ITSM Auto Assignment Configuration form for assigning incidents. Ensure that the appropriate assignment configuration is present in BMC Remedy ITSM so that incidents are routed to the right support group.

Product categorization considerations

• If the event is associated to a CI, the recon-id of the CI is provided to IBRSD. BMC recommends that you perform a look-up for this CI in BMC Atrium CMDB using the BMC Remedy Service Desk workflow. Populate the right product categorization from the CI to the incident record to ensure right assignment routing.
• For pure infrastructure events (no CI association), BMC recommends that you enrich the event with valid product categorization information.
• The BMC Remedy ITSM workflow is responsible for validating the product catalog, company association, and other information while creating incidents. Ensure that the product categorization that you submit for creating incidents has valid records in the product catalog and company association tables.