Setting up Proactive Service Resolution to enable automatic incident management

In BMC Helix Integration Service, you configure Proactive Service Resolution (PSR) to automate the management of IT infrastructure incidents as described in Use case: Automatic incident management.

In BMC Helix Integration Studio, after you configure a site and the out-of-the-box connectors, use the out-of-the-box PSR flow templates available in the catalog to design your custom flows. The PSR flows are automatically triggered to perform actions across applications and convert events from BMC TrueSight Operations Management (TSOM) or BMC Helix Operations Management into related incidents in BMC Helix IT Service Management (ITSM).



Use the following process to set up the integration based on the service resolution level you want to establish. For more information about PSR and the service resolution levels, see Proactive Service Resolution with BMC Helix Integration Service.

TaskProductActionReference
1.AllEnsure that your product versions support PSR as described in the section "Products involved in PSR."Proactive Service Resolution with BMC Helix Integration Service
2.BMC Discovery(Level 2 infrastructure-based service resolution only) Configure BMC Discovery to enable CMDB synchronization. Enabling CMDB synchronization
3.

TrueSight Operations Management

Helix Operations Management

(Level 2 infrastructure-based service resolution only) Configure TrueSight Operations Management or Helix Operations Management, depending on your deployment scenario. You must enable the device mapping option and component alias.

Configuring TrueSight Operations Management to enable PSR

Configuring Helix Operations Management to enable PSR

4.TrueSight Orchestration(Triage and remediation use case only) In TrueSight Orchestration, configure the Event Orchestration runbook.Configuring TrueSight Orchestration to enable PSR
5.BMC Helix ITSM and BMC CMDB(Optional) Get familiar with the concept of associating CIs with incidents in BMC Helix ITSM and mapping complex queries to a class in BMC CMDB. The classes required for PSR integration are mapped out-of-the-box. 

Associating a CI to an incident

Mapping complex queries to a class

6.BMC Helix Integration Service

Note: If your deployment scenario involves BMC Helix ITSM and BMC Helix Operations Management, this step is not required.

To enable integration with on-premises instances of the applications involved in PSR, install Integration Controller and add a site (a local connector runtime environment).

Installing and configuring sites to run on-premises connectors
7.BMC Helix Integration Service

Configure the out-of-the-box connectors for PSR, so that you can use these connectors in flows.

  • To connect to an on-premises instance of TrueSight Operations Management, configure the TrueSight Ops Mgmt for PSR connector.
  • To connect to a cloud instance of TrueSight Operations Management (Helix Operations Management), configure the Helix Ops Mgmt for PSR connector.
  • To connect to BMC Helix ITSM, configure the ITSM for PSR connector.

You must add connection configurations for TrueSight Operations Management or BMC Helix Operations Management, and BMC Helix ITSM.

You must add connector accounts for TrueSight Operations Management and BMC Helix ITSM.

Configuring the connectors for Proactive Service Resolution
8.BMC Helix Integration Service
(Optional) Depending on the level of customization in BMC Helix ITSM and TrueSight Operations Management / Helix Operations Management, you might need to generate custom schemas for connectors. Custom schemas provide the capabilities to fetch the customizations done in the target systems.
  • If you are using TrueSight Operations Management, generate a custom schema for the TrueSight Ops Mgmt for PSR connector. This connector can fetch custom classes or custom fields for existing classes from the TSPS server.
  • If you are using BMC Helix Operations Management, generate a custom schema for the Helix Ops Mgmt for PSR connector. This connector can fetch custom classes or custom fields for existing classes from the Helix Operations Management server.
  • Generate a custom schema for the ITSM for PSR connector. This connector can fetch custom fields that are created for the HPD:ServiceInterface and HPD:IncidentOutboundEvent forms from the ITSM server.

For more information about creating custom classes in TrueSight Operations Management, see Defining classes to manage events .

For more information about creating custom fields in BMC Helix ITSM, see Customized ITSM fields and Creating and managing fields .

Generating custom schema for connectors
9.BMC Helix Integration Service

To access the out-of the box PSR flow templates, you must use the required catalog flows. If you are setting up PSR with TrueSight Operations Management, use the following catalog flows:

  • TSOM Event to create ITSM Incident
  • Incident Create/Update to TSOM informational Event Create/Update

If you are setting up PSR with BMC Helix Operations Management, use the following catalog flows:

  • Helix Operations Management Event to create ITSM Incident
  • Incident Create/Update to Helix Operations Management informational Event Create/Update

You can use these flows as a basis for designing your custom PSR flows.

Publishing or using flows
10.BMC Helix Integration Service(Optional) If you want to add more customization to the catalog flow after you use it as your personal flow, you can update the flow.

Updating or deleting flows

Field mappings between events and incidents

11.BMC Helix Integration Service

(Optional) If you want to unify the data types across applications, use Flow Designer to transform the mapped fields. 

For example, you might want to unify the data types because some fields are stored in string format in TrueSight Operations Management and in date format in BMC Helix ITSM.

Transforming mapped fields
12.TrueSight Operations Management

(Available only for the deployment scenario that involves TSOM) After you set up PSR, validate the PSR integration in TrueSight Operations Management.

If the integration is set up correctly, when the triggering events occur, the flows run automatically to perform the tasks according to the conditions you have specified in Flow Designer.

Validating the Proactive Service Resolution integration
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