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.
| Task | Product | Action | Reference |
|---|---|---|---|
| 1. | All | Ensure 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. | |
| 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. | |
| 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.
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.
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
| 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:
If you are setting up PSR with BMC Helix Operations Management, use the following catalog flows:
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. | |
| 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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