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Recommendations to suppress ticket creation during blackout period

With the integration of BMC Change Management with BMC ProactiveNet you can create an automated blackout policy and schedule downtime for a configuration item (CI) in BMC ProactiveNet. When BMC ProactiveNet receives a change or a task request for scheduled maintenance, the associated CI goes into blackout state. The Schedule Downtime feature prevents generation of false alerts, alarms, and data for the CI.

Ensure that you follow these recommendations before proceeding to the actual use case of integrating events for generating an automatic blackout configuration, and for checking  whether the RCA for the BMC Change Management events are generated in BMC ProactiveNet.

  • BMC ProactiveNet registers BMC Change Management with the company name Global Company. Do not modify this company name.

  •  In a multiple server environment, configure BMC Change Management integration only with the BMC ProactiveNet Central Server.

    Warning

    Note

    For other BMC products such as Atrium Orchestrator and Remedy, BMC recommends configuring the integrations on the BMC ProactiveNet Child Servers. Do not configure these integrations on the Central Server. The exceptions are BMC Atrium SSO and BMC Change Management which must be configured on the Central Server.

  • In a multiple server environment, register one BMC ProactiveNet Central Server with one BMC Change Management.
  • Verify the blackout policy in the BMC ProactiveNet Administrator Console when you configure change requests for CIs that are enabled by BMC ProactiveNet. BMC ProactiveNet generates an event and schedules a blackout policy only when the change request is in a Scheduled State. To verify this policy, open the BMC ProactiveNet Administration Console and go to Event Management Policies > Component Based Blackout Policy.
  • Ensure that the escalations are not disabled on BMC Remedy AR System. Go to AR System Administration Console > System > General > Server Information > Configuration Tab, and clear the Disable Escalations check box.
  • By default, BMC ProactiveNet Server creates a blackout policy with the following event configuration settings:
    • At Start of Blackout Window - Do Not Change Status of Existing Events
    • During Blackout Window  - Keep Incoming Events and Set Status to Blackout
    • At End of Blackout Window - Leave Blacked-out Events in Blackout Status
Warning

Note

You can change these default settings for the blackout policy in the BMC ProactiveNet Administration Console.

  •  When BMC ProactiveNet generates a change event for a computer system CI, a blackout policy and a Schedule Downtime are configured for the event by default. You can customize the following properties in the pronet.conf file to only configure a blackout policy and not a Schedule Downtime or only configure a Schedule Downtime and not a blackout policy.

           pronet.jserver.ruleconfigurator.datacollectiondowntime.enable=true

     pronet.jserver.ruleconfigurator.eventcollectiondowntime.enable=true

 

Warning

The above values apply for all change events generated from BMC Change Management.

 

  • BMC Change Management events that are generated in BMC ProactiveNet are deleted from the BMC ProactiveNet Cell when the change request reaches the CLOSED state.
  • The blackout policy is deleted when the change request reaches the COMPLETED state.
  • The processing time for a change event that is received by BMC ProactiveNet from BMC Change Management is minimal. BMC ProactiveNet creates the policies immediately after it receives the change event.

 

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BMC ProactiveNet 9.6