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Tracking jobs in BMC Remedy ITSM

When a TrueSight Network Automation user creates a job, different scenarios are possible. The following table shows a matrix of input selections that map to actions performed by the BMC Remedy server.

Warning

Note

The user should never manually enter the Change ID or the Task ID.

  • BMC Remedy-initiated change: User adds job from Remedy Inbox entry - system fills in the Change ID and Task ID.
  • Operator-initiated change: User leaves Change ID and Task ID blank. The Change ID and Task ID is filled in by the system after the job is saved and submitted.
  • Reconcile latent change: The operator reconciles to BMC Remedy network changes that were made by an engineer without any approvals. BMC Remedy creates a change ticket, fills in the Change ID and Task ID, and assigns a Change Timing value of Latent. The ticket does not require an approval in BMC Remedy and is immediately closed.





 

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TrueSight Network Automation 26.1