Configure Proactive Service Resolution for incidents in other ITSM solutions

4. (Optional) To add a condition to a field, click +Add Condition, add the incident field, and map it to the event field.
   Warning

   Important

   If using custom values, you can specify multiple values in the conditions.
   

5. (Optional) Against any field, click Transform fields and select the transformation type:
   • Source value to target value: Map the event source fields to the target incident fields. 
   • String: Concatenate or extract a part of a string.

6. (Optional) To add multiple functions to process the strings for a field, navigate to a field and specify the conditions based on your requirement:

   Warning

   Important

   • The following functions help transform the string data:
     • concat
     • substr: Specify values for Start and Length of the string to process
     • substrAfter: Specify the character and everything after the character gets processed
     • substrBefore: Specify the character and everything before the character gets processed
     • substrByByte: Specify the end index. For example, if you specify 99, all characters from 0-99 are processed.
     • toLowerCase: Transforms the entire string to lower case
     • toUpperCase: Transforms the entire string to upper case
     • replaceAll:Replaces each occurrence of a specified text or pattern in the string with a new value
   • When you add more than one function to transform data, the conditions are applied in the order in which they are displayed.
   • You can use more than one function while mapping any field, for event-to-incident mapping or for incident-to-information event mapping.

7. Click Save.

Step 4: To map an incident field to an Information Event

By default, BMC Helix Intelligent Automation displays incident fields. You must map these Incident fields to the Event Field according to your ITSM solution. Based on these mappings, an information event is created in BMC Helix Operations Management. Every time the incident is updated, the information event is updated too. As part of this step, the Create an Information Event automation policy is created.

1. Click Configure against the Configure mapping: Incident → Information Event field.
   

2. Make changes as required and click Save.

Step 5: (Optional) To specify the event slots for updating incidents

By default, every time an event is updated in BMC Helix Operations Management, the corresponding incident in the ITSM solution is also updated. To avoid multiple redundant updates, you can specify certain event slots; the incident will be updated only when information in those specific event slots changes.

1. Select the Specify Event slots checkbox.
   By default, the Status slot is added to the list.
2. In the Event slots field, type and select the event slots.
3. Click  to save the changes.
   

4. Click Enable.
   The Proactive Service Resolution is enabled successfully message is displayed. 
   

Step 6: To configure the callback mechanism from other ITSM solutions

To enable the callback mechanism, you must configure a webhook in your ITSM solution (for example, Jira) to send updates back to BMC Helix Intelligent Automation. For detailed steps, refer to the official documentation of your ITSM solution.

Artifacts created for Proactive Service Resolution

After the solution is configured, the following artifacts are created across the BMC Helix environment:

Incident and event updates and closure

When an event is updated, the incident is also updated. When an event is closed, the incident is not automatically resolved. If the incident is closed, the corresponding information event is closed, however, the event is not closed. Based on the event policy, the event gets closed after the problem is resolved in the infrastructure. For more information about how events are closed, see Monitoring and managing events. 

To view Proactive Service Resolution

1. On the Solutions page, click Solutions > Configured Solutions > View.
   You can view the connection details, such as the ITSM solution's name, endpoint URL, and the user name used for the connection. You can also view the trigger condition and the configured mappings.  
2. Click Go back to return to the Solutions page. 

To disable Proactive Service Resolution

If there is downtime for any of the integrated products or if you need to edit the configurations, you can disable the solution. This ensures that the artifacts and the customizations are not deleted when you enable the solution again. 

1. Click Solutions > Configured Solution > Proactive Service Resolution.
2. Use the toggle key to disable or enable the solution.
   The Proactive Service Resolution disabled successfully message is displayed. 

To modify Proactive Service Resolution

1. Click Solutions > Configured Solution > Proactive Service Resolution and use the toggle key to disable the solution.
2. Click Modify and make changes based on your requirements. 
3. Click Save. 
4. Click Enable.

To delete Proactive Service Resolution

1. Click Solutions > Configured Solution > Proactive Service Resolution and use the toggle key to disable the solution.

2. Click Delete.
3. On the warning message that is displayed, click Yes.
   The Solution deleted successfully message is displayed. 
   When you delete the solution, all artifacts and any custom field mappings are deleted. If you configure the solution again, you must provide the custom values for field mappings again. 

Where to go from here

View the status of the automation policies run by ITSM solution for creating incidents. For more information, see Viewing automation policy runs history.