Managing TMF-compliant trouble tickets in BMC Helix for CSP

BMC Helix Intelligent Automation acts as an automation broker to create TMF621 trouble tickets in a Trouble Ticket management system based on the incoming events from the event monitoring solution –  BMC Helix Operations Management. Currently, BMC Helix Intelligent Automation supports creating trouble tickets for the Level 1 integration – Event-based service resolution in BMC Helix for CSP. 

The following illustration explains the process flow at a high level.

TMF L1 use case.png

The process begins when an event is generated in BMC Helix Operations Management for any problems that occur in the systems in your environment.
Based on the event details, a predefined event policy in BMC Helix Operations Management gets triggered and this triggers an automation policy in BMC Helix Intelligent Automation. A trouble ticket gets created in BMC Helix for CSP. After a ticket is created or updated, an information event is sent back to BMC Helix Operations Management through BMC Helix Intelligent Automation. 


Where to go from here

To enable this solution, you must perform the following tasks: 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*