Incident enrichment for servers
Incidents in BMC Remedy Service Desk are created in various ways, such as manual data entry through Service Desk first-line personnel, end-user data entry in web page forms, or through event management solutions.
This workflow involves automating the addition of information from various relevant sources (such as BMC Atrium CMDB and TrueSight Server Automation servers) to the incident ticket when a server-related incident is detected in BMC Remedy ITSM. These details added to the workinfo note of incident include things such as:
- audit trails
- basic server configuration information
- historical deployments in the past 24 hours
- links to BMC Decision Support - Server Automation reports
The following table describes the flow of data in the Incident Enrichment use case.
Note: The Incident Enrichment use case requires BMC Decision Support - Server Automation, and also requires that you have modified the appropriate configuration groups in the TrueSight Orchestration Server Incident Enrichment module. See Server-Incident-Enrichment-module.
Event | Product involved | Description and references |
|---|---|---|
CI added to incident | BMC Remedy ITSM | A BMC Remedy ITSM user adds a computer system CI to an incident. |
Alert sent to TrueSight Orchestration | BMC Remedy ITSM | BMC Remedy ITSM sends out an alert to TrueSight Orchestration indicating the addition of the CI. |
TrueSight Orchestration checks the incident status, and obtains the data | TrueSight Orchestration | If the incident is closed TrueSight Orchestration terminates. |
Information added to incident | TrueSight Orchestration | TrueSight Orchestration adds the information to the workinfo note of the incident. During the execution of this process, TrueSight Orchestration also creates BMC Decision Support - Server Automation (formerly BMC Service Automation Reporting and Analytics for Servers) links and adds them to the workinfo note of incident, if applicable. |