Creating a policy for trouble tickets in BMC Helix CSP

When you enable the integration between BMC Helix Intelligent Automation and BMC Helix for CSP, you get the following policy templates out-of-the-box:

  • Create or Update Trouble Ticket Template: Creates a trouble ticket in BMC Helix for CSP by using the values defined in the policy actions.
  • Create an Information Event Template: Sends information event to BMC Helix Operations Management

Using these templates, you create a policies in BMC Helix Intelligent Automation. 

Related topics

Managing-TMF-compliant-trouble-tickets-in-BMC-Helix-for-CSP

Creating-automation-policies

FAQs

Important points to consider before using the policies

Before creating policies for creating and updating trouble tickets and for sending information events, consider the following points: 

  • You can only copy a template to create a new policy and cannot edit, delete, or publish the templates. 
  • You must use both the policies to be able to send information events about the ticket details to . 
  • Fields such as the Execution Mode, Trigger Event, and Trigger Condition are already defined in the template. 
  • The policy templates contain default mapping and transformations for required fields in . If you are using any custom values, you must update the values to match your environment. For example, if you have set the Company field to your company name, ensure that the default value for Company in the Map and transform event to trouble ticket action is set correctly. 
  • Do not delete the default mapping and transformation data in the Map and transform event to trouble ticket or Map and transform trouble ticket to information event actions. 
  • You can update the default mapping for any of the existing fields or the fields that you newly add to the policy.
  •  Do not add any more actions other than the ones available in the policy.

To create a policy for creating or updating trouble tickets

On the BMC Helix Intelligent Automation console, perform the following steps:

  1. Click Policies, locate the Create or Update Trouble Ticket Template policy, and click Actions > Copy.
  2. Enter a new name for your policy and save it. 
  3. Click Actions > Edit against the saved policy.
    The policy name and a default description appear. The execution mode is selected as Automatic. In the Trigger area, the event type and the trigger condition are already defined. 
  4. In the Action Configuration area, the following actions are available out-of-the-box: 
    • Map and transform event to trouble ticket: Maps and transforms the event fields to trouble ticket fields based on which a trouble ticket is created. Do not delete this action. 

    • Create or update a trouble ticket: Creates or updates a trouble ticket by consuming the output of the previous action. This action cannot be edited or deleted. 
      OOTB actions_create ticket.png

      Note

      BMC recommends that you do not delete the existing actions or add any new actions to this policy. 

  5. To map the event fields with the trouble ticket fields, click edit against the Map and transform event to trouble ticket action and perform the following steps:

    Do I need to edit this action?

    As part of the template, the minimum required fields for creating a trouble ticket are already mapped with default values and transformation is applied on some of the fields. You can choose to update the existing values or add new fields to be used while creating a ticket. A ticket gets created or updated based on these values. 

    Do not delete the existing mappings. 

    1. (Optional) Click Add Trouble Ticket Field to add more fields to be filled in while creating a trouble ticket.
      The field names appear based on the fields supported by the connected ITSM system, such as BMC Helix for CSP. 
      When you add a field, you must map it to a field in the incoming event. For example, if you add the StatusReason, you can add any reason in the event field. 
      Map and transform additional field.png
    1. (Optional) To add a condition to a field, click +Add Condition and add the ticked field and map it to the event field. 
    2. (Optional) Against any field, click Transform fields and select the transformation type:
      • Source value to target value: Enables you to map the event source fields to the target ticket fields. Transform type_Source to Target.png
      • String: Enables you to concatenate or extract a part of a string.
    3. Click Done.
  6. Select Publish Policy and click Save to publish the policy.
    After publishing the policy, create a policy to send information events to BMC Helix Operations Management. 


To create a policy for sending information events to BMC Helix Operations Management

On the BMC Helix Intelligent Automation console, perform the following steps to create a policy that creates trouble tickets in BMC Helix for CSP:

  1. Click Policies, locate the Create an Information Event Template policy, and click Actions > Copy.
  2. Enter a new name for your policy and save it. 
  3. Click Actions > Edit against the saved policy.
    The policy name and a default description appear.     The execution mode is selected as Automatic. In the Trigger area, the event type and the trigger condition are already defined. 
  4. In the Action Configuration area, the following actions are available out-of-the-box:
    • Map and transform trouble ticket to information event: Maps and transforms the trouble ticket fields to the event fields to send an information event back to BMC Helix Operations Management. Do not delete this action. 

    • Create an information event: Creates or updates an information event based on the output of the previous action. Do not delete this action. 
      Actions for Info Event.png 

      Note

      As part of the template, the minimum required fields for creating an information event are already mapped with default values and transformation is applied on some of the fields. You can choose to update the existing values or add new fields to be used while sending the event to . Do not delete the existing mappings.

  5. Select Publish Policy and click Save to publish the policy.
    After publishing the policy, create a policy to send information events to BMC Helix Operations Management. 


Where to go from here

After successfully creating the policies for creating and updating tickets and sending information events, you can view the status of the policies on the History page. For more information, see Viewing-automation-policy-runs-history.

 

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