Creating TMF-compliant trouble tickets in ServiceNow for events

This use case describes how to automate the creation of TMF621 trouble tickets in ServiceNow Telecommunications and Media Assurance Workflows for qualifying events generated in BMC Helix Operations Management by using Proactive Service Resolution.

Why implement Proactive Service Resolution?

The following image illustrates the benefits of implementing the solution: 


Scenario with Proactive Service Resolution

A critical event appears in BMC Helix Operations Management and alerts you of a problem in your infrastructure. 

An administrator has configured and enabled the solution in BMC Helix Intelligent Automation.

Immediately, a trouble ticket is created automatically for the critical event. A corresponding information event is created in BMC Helix Operations Management with the ticket details. 

In BMC Helix Intelligent Automation, you can view the status of the automation policies that create the ticket and the information event. With Proactive Service Resolution, the entire process is automatically executed and no more manual actions are required.

Scenario without Proactive Service Resolution

A critical event appears in BMC Helix Operations Management and alerts you of a problem in your infrastructure. 

You need to quickly respond to and remediate the problem and ensure that there is a record maintained for the actions taken for the remediation. If you do everything manually, you could lose critical time in resolving the problem, which could ultimately cause more issues, including costing time/money for the company.

To create a ticket, you would typically perform the following tasks manually:

  • Access BMC Helix Operations Management and obtain the event details.
  • Create a trouble ticket in ServiceNow Telecommunications and Media Assurance Workflows (requires permissions).
  • Assign the trouble ticket to an agent and update the ticket with additional information.
  • Close the trouble ticket after the event is remediated.


Workflow

The following image illustrates the automated workflow across the solution when Proactive Service Resolution is enabled in BMC Helix Intelligent Automation:


To implement Proactive Service Resolution for ServiceNow

The following table lists the tasks that you need to perform to implement Proactive Service Resolution and view the progress by using BMC Helix Intelligent Automation:

TaskActionProductUser roleDescriptionReference
1.

Configure Proactive Service Resolution

BMC Helix Intelligent Automation

Tenant Administrator

Provide the connection details to connect with ServiceNow Telecommunications and Media Assurance Workflows, and configure mapping between an event and a trouble ticket, and between a trouble ticket and an information event.   

Configuring Proactive Service Resolution for TMF-compliant trouble tickets
2.Create a business rule

ServiceNow Telecommunications and Media Assurance Workflows

Tenant Administrator

Create a business rule to be able to create the information event in BMC Helix Operations Management every time the ticket is created and updated. 

Creating a business rule in ServiceNow for creating information events for trouble tickets
3.Open the information event to view the trouble ticket ID

BMC Helix Operations Management

Operator

View the information event created in BMC Helix Operations Management with the trouble ticket details.

Viewing event details Open link

4.View automation policy run history

BMC Helix Intelligent Automation

Automation Engineer 

View the History page to view the automation policy run for the following policies:

  • Create or Update Trouble Ticket 
  • Create an Information Event
Viewing automation policy runs history
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