Automatically create an incident ticket

BMC ProactiveNet, through the Integration for BMC Remedy Service Desk (IBRSD) Integration Service, can create incident tickets automatically for the identified problem with an application or a service. The IBRSD Integration Service functions as a gateway between BMC ProactiveNet and BMC Remedy Service Desk.

Key concepts

Before following this use case, you should be familiar with the following concepts:

Components required

This use case requires the following BMC ProactiveNet components. It is recommended that you read the overviews for each component before continuing:

BMC-ProactiveNet-Server

BMC-ProactiveNet-Integration-Service

BMC-PATROL-Agent-for-BMC-ProactiveNet

BMC-ProactiveNet-Central-Monitoring-Administration-architecture

 BMC ProactiveNet Central Monitoring Repository overview

BMC-ProactiveNet-Administration-Console

BMC-ProactiveNet-Operations-Console

BMC Impact Solutions - See the BMC Impact Solutions documentation located on the BMC Support website.

Roles required

Note

There are many user roles involved in the deployment, operation, and management of BMC ProactiveNet. Your company may employ the roles as described below, consolidate them into fewer roles, or divide them into roles with more granular responsibilities and may have other titles for these roles.

The following roles are required to complete this use case:

  • BMC ProactiveNet Administrator
  • BMC PATROL Administrator
  • BMC ProactiveNet Operator (IT Operations user)
  • Service Desk Analyst

Prerequisites

Before completing this use case you must have installed the following BMC ProactiveNet components:

  • BMC ProactiveNet Central Monitoring Repository - includes the BMC PATROL Agents and monitoring solutions required for monitoring (Note: The Central Monitoring Repository is a separate download from the BMC ProactiveNet installation)
  • BMC ProactiveNet Server with BMC ProactiveNet Central Monitoring Administration enabled - required to create monitoring installation packages, as well as to configure monitoring
  • BMC ProactiveNet Integration Service - integrates BMC ProactiveNet with BMC PATROL and other applications that provide events and data to the BMC ProactiveNet Server
  • Integration for BMC Remedy Service Desk (IBRSD) - Integrates BMC ProactiveNet with BMC Remedy Service Desk to create incident tickets automatically.

For detailed instructions about installing these components, see Installing. After successfully installing these components, continue with the following tasks to complete this use case.

Task

Create an event management propagation policy to send selected events to BMC Remedy Service Desk through IBRSD, to automatically create enhanced incidents

To create a propagation policy:

  1. Open the BMC ProactiveNet Administration Console.
  2.  From the Administration > Event Management Policies tab of the Administration View, expand the By Policy Type folder.
  3. Under the By Policy Type folder, select Propagation Policy and click OK.
  4. Click the Add Policy button.
  5. From the Selector Chooser dialog box, choose the event selector that you want to use for this policy and click OK. 
     The Propagation Policy Details tab is displayed in the details pane of the Administration View.
  6. In the Policy Name field, type a unique alphanumeric name for the event management policy. The name must contain no spaces.
  7. In the Description box, type a description of the event management policy.
  8. To enable the event management policy, select the Enabled check box. If you do not want to enable the policy at this time, you can return to this dialog box and enable the policy later.
  9. In the Policy Activation Timeframessection, define the periods of time the event management policy should be active (when enabled) by performing the following actions:
    1. Select one of the following choices:
      • To make the event management policy active continuously, select Always Active.
      • To specify when the policy is active or inactive, select Define Activation Timeframes.
         The Active Timeframes and Not Active Timeframes check boxes are enabled.
    2. If you selected Define Activation Timeframes, depending on how you want to define the timeframe for your policy do one or both of the following:
      • To specify the periods of time when the policy should be active, select the Active Timeframes check box and one or more timeframes from its scrollable list.

      • To specify the periods of time when the policy should be inactive, select the Not Active Timeframescheck box and one or more time frames from its scrollable list.

        Note

        You can select both check boxes to create active and inactive time periods. However, the inactive time period takes precedence over the active time period.

  10.  In the Propagate to all of list, choose one or more IBRSD gateways.
  11. In the Propagate to one of list, select one or more IBRSD gateways.
  12. To save the completed event propagation policy, click OK.

BMC ProactiveNet Administration Console saves the defined event management policy, and it is displayed in the list of event policies for the selected event selector.

A default event management propagation policy that triggers incidents for all critical events is available in BMC ProactiveNet. To view this policy, perform the following steps:

  1. From the Administration > Event Management Policies tab of the BMC ProactiveNet Administration Console, under MyProduction, expand the cell tree and then the By Policy Type folder.
  2. Expand Propagation Policy > IBRSD> All Critical Events.

The sample policy, Event_Propagation_To_Remedy_Help_Desk, appears in right pane.

 

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