22.3 enhancements and patches
BMC applies upgrades as described in BMC Helix Upgrade policy. BMC applies upgrades and patches during Maintenance windows.
22.3.01
Proactive Service Resolution with CI association for ServiceNow Telecommunications and Media Assurance Workflows
Proactive Service Resolution supports Level 2 Infrastructure-based service resolution for ServiceNow Telecommunications and Media Assurance Workflows application. In Level 1, a TMF621-based Trouble Ticket gets created in ServiceNow for qualifying events. The ticket can be of the case or incident type depending on the Proactive Service Resolution configuration. As part of Level 2, information about the affected configuration item (CI) is added to the ticket. BMC Helix Intelligent Automation looks for the CI information in an event. If it matches with the CIs in the Configuration Management Database (CMDB) that is integrated with ServiceNow, the CI is associated as an asset or product (if the ticket type is Case) or a configuration item (if the ticket type is Incident).
If the CI information is unavailable in the event, or if the CILookupCriteria field is not specified in the solution, or if the CI is not available in CMDB, a ticket is created without associating any CIs.
For more information, see Enabling-Proactive-Service-Resolution.
Enable or disable Proactive Service Resolution
As an administrator, you can disable Proactive Service Resolution if it is configured in BMC Helix Intelligent Automation. When you disable Proactive Service Resolution, trouble tickets for events are not created automatically. The connector or the automation policies created for Proactive Service Resolution remain unchanged. This allows you to enable the solution by using a simple toggle option instead of deleting it during downtime.
For more information, see Configuring-Proactive-Service-Resolution-for-TMF-compliant-trouble-tickets.
Proxy server support with basic authentication
When configuring an on-premises connector via a proxy server, you can use the basic authentication mechanism to authenticate the proxy server. You no longer need to provide the proxy server details through the proxy.json file during connector configuration. The documentation for each on-premises connector contains information about connecting via a proxy server. For an example, see Configuring-the-Ansible-Tower-connector.
22.3
Learn about the new features and enhancements in this release in the following video (1:56):
Proactive Service Resolution to create TMF621 Trouble Ticket for events in ServiceNow
BMC Helix Intelligent Automation enables you to create a TMF621 Trouble Ticket in ServiceNow for qualifying events by using Proactive Service Resolution.
Proactive Service Resolution helps reduce the risks that may impact your IT infrastructure by monitoring your infrastructure and creating trouble tickets automatically for critical events.
If a problem occurs in your IT infrastructure, an event is generated in BMC Helix Operations Management. As part of Proactive Service Resolution, an automation policy gets triggered in BMC Helix Intelligent Automation and a trouble ticket gets created in ServiceNow. After the ticket is created, BMC Helix Intelligent Automation creates an information event in BMC Helix Operations Management that provides information about the ticket.
For more information, see Enabling-Proactive-Service-Resolution.
Enhanced experience for configuring Proactive Service Resolution
The process to configure Proactive Service Resolution from BMC Helix Intelligent Automation has been simplified. You now provide the connection details and mapping and transformation details for mapping event fields to trouble ticket fields in the same UI. Artifacts such as the connector for the Trouble Ticket Management System and the event and automation policies get created after the solution is configured successfully
The status of each of the steps appears on the Solutions page, which enables you to quickly find out if any configuration is pending.
For more information, see Configuring-Proactive-Service-Resolution-for-TMF-compliant-trouble-tickets.
