Configuring Proactive Service Resolution for TMF-compliant trouble tickets

As an administrator, you must configure Proactive Service Resolution as a solution to enable BMC Helix Intelligent Automation to establish a connection with the supported Trouble Ticket management system.


Related topics

Currently, BMC Helix Intelligent Automation connects with BMC Helix for CSP and ServiceNow Telecommunications and Media Assurance Workflows

Proactive Service Resolution supports the following levels:

PSR LevelsDescription

Level 1 (L1): Event-based service resolution

For a critical events, TMF621 and for alarms, TMF-642 trouble tickets are created in the supported Trouble Ticket management system.  

Trouble tickets for TM Forum's TMF-642 alarms are supported only with ServiceNow Telecommunications and Media Assurance Workflows

Level 2 (L2): Infrastructure-based service resolution

For a critical event, a TMF621 trouble ticket is created along with the associated configuration items. If CI details are unavailable in the event, or not specified in the solution, a trouble ticket is created without associating any CIs. 

Important

If you have already configured Proactive Service Resolution as part of an earlier release, you must disable and configure it again to be able to implement the Level 2 (L2): Infrastructure-based service resolution. 

Currently, L2 is supported for ServiceNow Telecommunications and Media Assurance Workflowsonly. 


Before you begin

Before configuring the solution, ensure that the following conditions are met:

  • If using BMC Helix for CSP, it is available for your BMC Helix tenant.
  • You have the credentials such as the URL, username, password, and so on for the Trouble Ticket Management System in which you want to create the ticket.
  • Proactive Service Resolution with BMC Helix Integration Service is NOT enabled from BMC Helix Operations Management.
  • You have the administrative permissions for your BMC Helix tenant.

Video

The following video (3:55) demonstrates how to configure Proactive Service Resolution for the L1 - Event-based service resolution level from BMC Helix Intelligent Automation and the artifacts that are created post configuration.

https://youtu.be/5DSN_s2eR_g

To configure Proactive Service Resolution

The following graphic illustrates the steps involved in configuring Proactive Service Resolution.


Step 1: To set up a connection with the Trouble Ticket Management System

  1. Click Solutions > Proactive Service Resolution (TMF-compliant) > Configure.
  2. Click Set Up > select the target trouble ticket system.
    By default, BMC Helix for CSP is selected. 

    • For BMC Helix for CSP, enter the application endpoint URL, username, and password to connect with the application.

    • If using ServiceNow Telecommunications and Media Assurance Workflows cloud application, enter the following details:

      • ServiceNow Endpoint URL
      • Username and password
      • Grant Type
      • Client ID
      • Client Secret
    • If using on-premises instance of ServiceNow Telecommunications and Media Assurance Workflows, see Configuring ServiceNow connector for Proactive Service Resolution.
  3. Click Save.  


Step 2: To define a trigger condition

By default, the trigger condition is set to Severity = Critical, which indicates that BMC Helix Intelligent Automation creates trouble tickets when the event severity is critical.

If there are more than two conditions, click Click here to view additional details to view them. 

Note

After the solution is configured, the Predefined Policy for Incident is created in BMC Helix Operations Management. If you edit the trigger condition in the notification policy, it gets updated here. You can also add  multiple and complex trigger conditions in BMC Helix Operations Management. The solution works based on the specified conditions. 

Step 3: To provide the event to trouble ticket fields mapping

By default, BMC Helix Intelligent Automation provides mapping of event fields to the trouble ticket fields. Based on these mappings, a trouble ticket of the type Incident gets created. You can choose to specify custom values for the default fields, add more fields, or apply transformation based on your requirements. As part of this step, the Create and Update Trouble Ticket automation policy is created. 

Do I need to make any changes in the default mapping?

No. The minimum required fields for creating a trouble ticket are already mapped with default values and transformation is applied on some of the fields. You can choose to update the existing values or add new fields to be used while creating a ticket. A ticket gets created or updated based on these values. By default, an Incident ticket is created. 

BMC recommends that you do not delete any existing field mapping. 

  1. To view the default mappings, click Configure against the Configure mapping : Event → Trouble Ticket field.

  2. (Optional) Click Add Trouble Ticket Field to add more fields to be updated while creating a trouble ticket.
    The field names in the list appear based on the fields supported by the connected Trouble Ticket Management System

  3. When you add a field, you must map it to a field in the incoming event.
    For example, if you add the StatusReason, you can add any reason in the event field. 

    Note

    To be able to mark the trouble ticket as Resolved every time the event is closed in BMC Helix Operations Management, add the StatusReason field, and specify the value available for the Reason for Status Change field in BMC Helix for CSP. Note that this is required only if your target ticket management system is BMC Helix for CSP. 


    1. (Optional) To add a condition to a field, click +Add Condition and add the ticket field and map it to the event field. 

      Note

      If using custom values, you can specify multiple same values in the conditions. 

    2. (Optional) Against any field, click Transform fields and select the transformation type:
      • Source value to target value: Enables you to map the event source fields to the target ticket fields. 
      • String: Enables you to concatenate or extract a part of a string.

        1. About CILookUpCriteria field for Level 2

          By default, the CILookUpCriteria field is defined in the solution, based on which the solution retrieves the configuration items (CIs) information from the Configuration Management Database (CMDB) integrated with ServiceNow. The CI information retrieved is passed as a related entity to be associated with the ticket in ServiceNow. 

          If CI information is unavailable in the event, or the CI Lookup criteria is not specified in the solution, a ticket is created without associating any CIs. 

          Note that this behavior is applicable for Level 2: Infrastructure-based service resolution, currently available for ServiceNow Telecommunications and Media Assurance Workflowsonly. 

    3. (Optional) To add multiple functions to process the strings for a field, go to a field and specify the conditions based on your requirement:
      For example, in the following MP4, you can add another function to process the value available in the Summary field in the event:

       

      Important

      • The following functions are supported to transform the string data:
        • concat
        • substr: Specify values for Start and Length of the string to process
        • substrAfter: Specify the character and everything after the character gets processed. If the specified character is not found in the input string, the entire string is included.
        • substrBefore: Specify the character and everything before the character gets processed. If the specified character is not found in the input string, the entire string is included.
        • toLowerCase: Transforms the entire string to lower case
        • toUpperCase: Transforms the entire string to upper case
      • When you add more than one function to transform data, conditions are applied in the order in which they are displayed.
      • You can use more than one function while mapping any field, for event to incident mapping or for trouble tickets to information event mapping.  
    4. (Optional) To add date and time function, add a new field and click Configure Text and perform the following steps:
      1. Click Add.
      2. Select the transformation type as Date & Time.
      3. To transform date, select the getDate function.
        The time zone format is generated based on your system settings. 
      4. Select an output format: 
        • ISO
        • yyyy-dd-MM hh:mm:ss
        • ddMMyyyy
        • MMddyyyy
      5. To transform time, select the getTime function and select the output format as hhmm.
      6. Save changes. 
  4. Click Save.
    A Policy published successfully message appears.  


Step 4: To provide the trouble ticket fields to Information Event mapping

By default, BMC Helix Intelligent Automation provides mapping of trouble ticket fields to Information Event mapping. Based on these mappings, an information event is created in BMC Helix Operations Management. Every time the ticket is updated, the information event is updated too. As part of this step, the Create an Information Event automation policy is created. 


  1. To view the default mapping of the trouble ticket fields to the Information Event, click Configure against the Configure mapping : Event → Trouble Ticket field.

  2. If required, make changes, and click Save.
  3. Click Enable to enable the solution. 
    The Proactive Service Resolution enabled successfully message appears. If you skip any of the steps, the status on the Solutions page shows the pending step. 


Artifacts created after configuring Proactive Service Resolution

Consult the following table to learn more about the artifacts created after configuring the solution: 

Artifact nameTypeAvailable in product

BMC Helix for CSP connector or ServiceNow TMF-compliant Plugin

Connector

BMC Helix Intelligent Automation

Create or Update Trouble Ticket 

Automation Policy

BMC Helix Intelligent Automation

Create an Information Event 

Automation Policy

BMC Helix Intelligent Automation

Predefined Policy for Incident

For more information, see  Out-of-the-box event policies and templates Open link

Event policy

BMC Helix Operations Management

To disable or enable Proactive Service Resolution

If there is a downtime for any of the integrated products, you can disable the solution temporarily. This ensures that the artifacts and the customizations are not deleted when you enable the solution again. 

Enabling Level 2 (L2): Infrastructure-based service resolution

If you have already configured Proactive Service Resolution in 22.3, you must disable and configure it again to be able to implement the Level 2 (L2): Infrastructure-based service resolution. This is applicable only forServiceNow Telecommunications and Media Assurance Workflows

  1. Click Solutions > Proactive Service Resolution.
  2. Use the toggle key to disable the solution.
    The message Proactive Service Resolution disabled successfully appears. Use the toggle key to enable the solution as required. 


To modify Proactive Service Resolution

To modify the solution, you first disable it. 

  1. Click Solutions > Proactive Service Resolution and click Disable.
  2. Click Modify.
    You cannot update the connection details to the Trouble Ticket Management System. You can only update the field mappings. 
  3. Click Enable.

To delete Proactive Service Resolution

To delete the solution, you first disable it. 

  1. Click Solutions > Proactive Service Resolution and click Disable.
  2. Click Delete.
    On the warning message that appears, click Yes.

When you delete the solution, the Create or Update Trouble Ticket and Create an Information Event automation policies and the connector are deleted from BMC Helix Intelligent Automation. 


Where to go from here

  • If using Proactive Service Resolution for ServiceNow Telecommunications and Media Assurance Workflows, you need to create a business rule in ServiceNow Telecommunications and Media Assurance Workflows to be able to create information events in BMC Helix Operations Management, which includes the ticket details.
    For more information, see Creating a business rule in ServiceNow for creating information events for trouble tickets.
  • If using Proactive Service Resolution for BMC Helix for CSP, you can directly view the status of the policies run by BMC Helix Intelligent Automation for creating trouble tickets.
    For more information, see Viewing automation policy runs history
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