Triage and Remediation framework
All Triage and Remediation workflows are derived from a common BMC Atrium Orchestrator framework. This framework includes the following modules and processes:
- Credential management
- Configuration management
- Event definition
- Event enrichment
- Incident management
- Change request and task approval management
This framework and the supporting application adapters enable the workflows to accept connections and interact with BMC ProactiveNet, BMC Remedy Service Desk, and BMC Remedy Change Management.
The Triage and Remediation workflows are distinct for each workflow type.
Common rules
BMC Atrium Orchestrator Triage and Remediation run book contains three rules that support workflow processing:
- BMC ProactiveNet Event Mapping event trigger
- Triage and Remediation task approval
- Triage and Remediation change completion
The BMC ProactiveNet Event Mapping event trigger rule is derived from the mc-action-name element in the incoming event's XML definition. The mc-action-name element value denotes a specific triage and remediation workflow: for example, Atrium_Orchestrator_Disk_Full_Workflow. This rule filters the incoming event based on the specified workflow type.
The Triage and Remediation task approval rule applies to workflow types that require remediation processing. It triggers the BMC Remedy ITSM task subworkflow process when all the conditions in the rule are met. This subworkflow calls the corresponding remediation process, which consists of a series of tasks.
Each remediation task updates the event notes and the task workinfo with the remediation details. During processing, the workflow pauses intermittently based on the pause count interval specified in the Runbook_Defaults module configuration. After each interval, the workflow checks whether the trigger event has been closed. If the event is closed, the workflow turns the statuses of the tasks to closed. Otherwise, the tasks remain in the status of assigned.
The Triage and Remediation change completion rule triggers the Close Incident subworkflow when its rule conditions are met. The close incident subworkflow automatically closes the incident that is associated with the event.