Creating incidents in BMC Helix IT Service Management for events

Scenario with Proactive Service Resolution

A critical event generated in BMC Helix Operations Management alerts you of a problem in your infrastructure. 

An administrator has configured and enabled the Proactive Service Resolution solution. An incident is automatically created in BMC Helix ITSM for the critical event, and a corresponding information event with the incident details is created in BMC Helix Operations Management. Every time the incident is updated, the information event is updated. After the event is closed, the incident is resolved. The entire process is automatically executed, and no more manual actions are required.

Scenario without Proactive Service Resolution

A critical event generated in BMC Helix Operations Management 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 an incident, you would typically perform the following tasks manually:

• Obtain the event details from the BMC Helix Operations Management console.
• Create an incident in BMC Helix ITSM.
• Assign the incident to an agent and update the incident with additional information.
• Resolve and close the incident after the event is remediated.