Creating TMF-compliant trouble tickets in ServiceNow for events
Why implement Proactive Service Resolution?
The following image illustrates the benefits of implementing the solution:
Scenario with Proactive Service Resolution
A critical event is generated in BMC Helix Operations Management, which alerts you of a problem in your infrastructure.
An administrator has configured and enabled the Proactive Service Resolution solution. A trouble ticket is automatically created for the critical event, and a corresponding information event with the ticket details is created. Every time the ticket is updated, the information event is updated. After the event is closed, the ticket is resolved. The entire process is automatically executed, and no more manual actions are required.
Scenario without Proactive Service Resolution
A critical event is generated in BMC Helix Operations Management, which alerts you of a problem in your infrastructure.
You need to quickly respond and remediate the problem and make sure that there is a record maintained for the actions taken for remediation. If you do everything manually, you could lose critical time in resolving the problem, which could ultimately cause more issues and cost time and money for the company.
To create a ticket, you would typically perform the following tasks:
- Obtain the event details from the BMC Helix Operations Management console.
- Create a trouble ticket in the Telecommunication Service Management module in ServiceNow.
- Assign the trouble ticket to an agent and update the ticket with additional information.
- Close the trouble ticket after the event is remediated.
Workflow
The following image illustrates the high-level workflow:
To implement Proactive Service Resolution for ServiceNow
The following table lists the tasks that you need to perform to implement Proactive Service Resolution and view the progress by using BMC Helix Intelligent Automation:
Task | Action | Product | User role | Description | Reference |
|---|---|---|---|---|---|
1. | Configure Proactive Service Resolution | BMC Helix Intelligent Automation | Tenant Administrator | Provide the connection details to connect with the Telecommunication Service Management module in ServiceNow and configure the mapping between an event and a trouble ticket and between a trouble ticket and an information event. | |
2. | Create a business rule | Telecommunication Service Management module in ServiceNow | Tenant Administrator | Create a business rule to create the information event every time the ticket is created and updated. | |
3. | Open the information event to view the trouble ticket ID | BMC Helix Operations Management | Operator | View the information event created in BMC Helix Operations Management with the trouble ticket details. | |
4. | View automation policy run | BMC Helix Intelligent Automation | Automation Engineer | View the History page to view the automation policy run for the following policies:
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