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Incident rules

Unlike the Incident Management Settings, which apply globally, incident rules apply to specific companies. For example, you can create incident rules that determine how incident requests are assigned through the Assignment Engine on a company-by-company basis.

The rules also determine:

  • How many days before incident requests with a status of Resolved automatically move to the Closed status
  • Whether you can close an incident request with open tasks
  • Whether to require that you relate a Service CI to the incident request record when it is created
  • Whether to require that you relate a CI to the incident request record when it is resolved

The following topics are provided:

To configure incident rules

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Incident Management > Advanced Options > Rules, and then click Open.
    The Incident Rules form appears.
  3. To modify an existing rule, search for the appropriate rule, and open it.

    Example of an incident rule (version 8.1.02)

  4. Select the company to which this rule applies.
    If it applies to all companies, select Global.
  5. Select whether certain dates can be changed on the Incident form.
    The Changeable Reported Date, Changeable Responded Date, and Changeable Resolution Date fields indicate whether these dates on the Incident form can be modified after the incident has been resolved or closed. These dates can be modified only by a user with the functional role of support group manager or support group lead of the incident owner group, or who the Incident Master permission.
  6. In the Create Request On Submit field, select whether to create a request on submission of an incident.

    If the Create Request On Submit option is set to Yes, when a user submits an Incident form, a corresponding request is created. The customer can view this request, which indicates the incident status, through the Requester console.

    Note

    The Requester console uses the requester's BMC Remedy ITSM login ID to determine who created the request and where to display it. To see requests in the Requester console, therefore, the requester must have a BMC Remedy ITSM login ID.

  7. In the Description field, you can enter a descriptive note about the rule.
  8. Select whether the Service CI field is a required field.
    By default, the Service CI field is not a required field when an incident request record is created. This configuration is controlled by the Require Service CI Related On Submit flag. Out-of-the-box, it is set to No, which means that the Service CI field is not required when someone creates an incident request record. If your organization's business rules require a Service CI to be associated with an incident request, then select Yes.
  9. Select whether the CI field is a required field.
    You can configure the CI field to be a required field when someone changes an incident request record's status to Resolved
    This configuration is controlled by the Require CI Related On Resolved flag. Out-of-the-box, the it is set to No, which means that the CI field is not a required field. If your organization's business rules require a CI to be associated with an incident request when it is resolved (or before it is closed), then select Yes.
  10. To configure the number of days after which an incident request automatically moves to the Closed status, type the number of days in the Auto Close Resolved (in Days)field.

    Note

    The number of days is calculated from the Last Resolved Date of the incident request record. The escalation runs daily at 2:00 A.M.

  11. To use the Assignment Engine to automatically assign incidents to individuals, perform the following steps:
    1. Set Assignment Engine Integration to Yes.
    2. Select the appropriate Assignment Process.
      The following table describes the available assignment processes:

      Assignment ProcessDescription

      Capacity

      The capacity for each person is specified in the Capacity Rating field on the People form. The capacity assignment process is a ratio-based method. For example, if person A has a capacity of 100 and person B has a capacity of 200, person B can handle twice as many tickets as person A. The assignment engine assigns two tickets to B, and then assigns one ticket to A.

      Number

      The People form tracks the number of tickets assigned to the person. The number assignment process selects the person with the least number of tickets already assigned.

      Round Robin

      The People form keeps track of the last time the person received an assignment. The round robin assignment process selects the person who was least recently assigned an incident.

      For information about configuring the assignment engine, see Creating assignments.

  12. To configure how Incident Management responds when you try to resolve an incident request that has open tasks, choose one of the following selections:

    Message

    Allowed?

    Description

    Error Message
    (This is the default selection)

    No

    An error message indicates that the user must close all open tasks before resolving the incident. The user cannot resolve the incident until all tasks are closed, because the error stops all workflow processing.


    No Action

    Yes

    No error message appears and the user can resolve the incident even if an open task is associated with it. The task, however, remains open.

    Warning Message

    Yes

    A warning message tells the user that the incident still has an open task associated with it. The user can still resolve the incident. The task, however, remains open.

    Note: If a user cancels an incident, all of the associated tasks are also canceled.

  13.  (Version 8.1.02 and later only) Select whether you want Incident Management to automatically create impacted area information based on the selected customer's location. The default selection is No

  14. Click Save.

Enabling CI-based routing

Before incidents are routed to the correct group, you must first enable CI-based routing. Routing incidents based on certain rules ensures that the incidents are resolved faster.

On the Incident Rules form, in the CI Based Routing and Assignment options area, select the check boxes to enable routing for Causal and Service CIs.

  • If you want to enable incident assignment based on the Supported By group associated with the CI, select the Enable Supported By Group check box for Causal and/or Service CI. 
  • If you want to enable incident assignment based on the CI location, select the Enable CI Based Location Assignment check box for Causal and/or Service CI.
  • CI Location is considered for routing incident instead of Customer Location only if Infrastructure Event is set to Yes in the Systems Supported area of the Configure Assignment Administrative form.
  • If you want to enable incident assignment based on the resolution product category, select the Enable Resolution Product Categories check box for the Causal CI.

    Note

    For a Service CI, a ticket is assigned based on the product categories.


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Comments

  1. Foued Ben hadj ali

    Hi,

    as the last resolved date is not visible from the Best Practice view, I don't see the benefit of the "Changeable Resolution Date" setting ...

    Aug 25, 2014 11:16
    1. Priya Shetye

      Hello, thank you for your comment. I'm working with the team to get an answer for your query.

      Sep 08, 2014 01:53
  2. Andrej Kajzer

    Few questions about each CI-routing config:

    • Enable Supported By Group: does this config overwrites / ignores values configured in Assignment Rules form - for Infrastructure Events?
    • To enable above functionality only "supported by" definition/relation is needed with CI / service CI.
      But configuring Enable CI Based Location Assignment  it looks like we still need Assignment Rules definition for Infrastructure Events? 

      I found out that for Location information first level of verifying in workflow in Company and not Site, Site Group, Region. It goes from first Location tier (Company field on Asset Mng) down. Right?
    • Enable Resolution Product Categories is working fine when CI is selected when submitting incident. Assignment Rules needs to be configured for this product.
    Dec 10, 2014 05:53
  3. Jeff Desroches

    Hi Andrej,

    Regarding your questions:

    1) Enable Supported By Group:
    - If this is enabled, the Supported By Group is looked up first.  If no group is found, then the regular assignment is performed.

    2) For Location based assignment, you still need to create an assignment record.  This is to map the location to a support group.

    3) Correct, it uses the location information on the CI which is: Company, Region, Site Group, Site.  Based on what is populated in the CI

    4) Correct an assignment record will need to be created for the product.

     

     

    Dec 11, 2014 10:18
  4. Andrej Kajzer

    On "Example of Incident Rules" image is missing / not showing the last picture for 8.1.02 - Create Impacted Area from Customers Location not visible.

    See 8.1.02 incident config options: Create Impact Area from Customer Location

     

    Dec 12, 2014 03:33
    1. Bhakti Paranjpe

      Hello Andrej,

      Apologies for the delay in response. I have updated the screenshot with a screen from version 8.1.02.

      Thanks,
      Bhakti

      Jun 08, 2015 06:34