Investigating policy-based situations

As a tenant administrator, you can view and investigate situations and perform additional event actions based on your user role to:

  • Close policy-based situations

  • Create incidents in  BMC Helix IT Service Management
  • Remediate open or assigned events (requires enabling the Intelligent Automations feature)

To view and investigate a situation

You can investigate situations as the need arises:

  1. Click Situations.
  2. If using the tile view, on a Situation tile, click Investigate to view the following details:
    • Situation name, severity, incident ID (if available), status, last modification date, and number of events grouped by the top three host names
    • Correlation event details such as event message, the impacted host, occurrence, severity, priority, and status

      Important

      The service name with the link to the service details is displayed only for a situation associated with a single node service. If it is associated to a non-service node or to a service hierarchy with multiple services, the name is not displayed.

  3. (Optional) If using the list view, click the Situation name to view the situation details.
  4. (Optional) To create an incident for the situation, if not created yet, click Create Incident.
    An incident is created in  BMC Helix IT Service Management and the incident ID appears for the situation. An incident is created in BMC Helix IT Service Management and the incident ID appears for the situation. If you have the required permissions, you can click the link to view the incident details in BMC Helix IT Service Management – Smart IT. 
  5. To perform additional actions for a Situation, click  and perform any of the available actions. 
  6. (Optional) To customize the columns that appear here, click the column selector and clear the columns that you do not want to appear. Only selected columns are displayed.
  7. (Optional) You can also  request Open link for creating automations or if you have the permissions,  create automations Open link for events.

  8. Click any event message to view the following event details:
    • Event name, severity, priority, and status
    • Event assignee details
    • Date when the event first occurred or was last modified
    • Event class details. For more information, see Event base event class.

    • Performance View tab: If the event slot value for the Class is Alarm, the tab displays the time-series data collected from key the attributes of the causal events of Policy-based situations. The graph shows the display name of the impacted metric or attribute along with the unit of measurement for that metric.

    • Click More Details to open the event details page in BMC Helix Operations Management

  9. (Optional) Click Close Situation if its status is Open or Assigned, and Click Yes.
    All the correlated events except the alarm events are closed. The Situation status changes to Closed. You can close a situation even if the incident created for the situation is not closed.


To perform event actions

The capabilities available for your organization and your user role determine the event actions that you can perform. 

The following table describes the basic event actions. For more information about the impact of the actions on the event, see Performing event operations in the BMC Helix Operations Management  online documentation. 

ActionDescription

Acknowledge Event

Recognizes the existence of an open event. This operation changes the event status from Open to Acknowledged.

Assign Event

Assigns ownership of an open, acknowledged, or assigned event to yourself or another person in the same account. This operation changes the event status from Open or Acknowledged to Assigned, and the event owner is updated with the selected user. If the event status is Assigned, only the ownership changes to the selected user.

Close Event

Disables any further event operations on the event. Closed events are not considered for calculating the status of a device.

You can close events with statuses Open, Assigned, and Acknowledged only.

Decline OwnershipRemoves ownership of an event in the assigned state. This operation changes the event status to Acknowledged.
Set Event PriorityAssigns a priority level to the event.
Take OwnershipAssigns ownership of Open or Acknowledged event to yourself.
Unknowledge EventChanges a previously Acknowledged event back to the Open state.
Add NotesDisplays the Add Notes dialog box.
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