Configuring TrueSight Operations Management to enable PSR

Before setting up Proactive Service Resolution (PSR) in BMC Helix Integration Service, you must perform steps in the involved applications to enable the integration. For more information, see Setting-up-Proactive-Service-Resolution-to-enable-automatic-incident-management.

To set up the infrastructure-based service resolution, you must enable device mapping and component alias in TrueSight Operations Management.

Important considerations for the L2 use case

Supported KMs

PATROL for AIX
PATROL for Amazon Web Services
PATROL for Docker
PATROL for IBM DB2
PATROL for Kubernetes
PATROL for Linux
PATROL for Log Management
PATROL for Microsoft Azure
PATROL for Microsoft Cluster Server
PATROL for Microsoft SQL Server
PATROL for Microsoft Windows Server
PATROL for Oracle Enterprise Database
PATROL for Solaris
PATROL for Sybase
PATROL for UNIX and Linux
PATROL for VMware vSphere (also supports VMware vSphere 6.0)

Device mapping

For database KMs, ensure that the device mapping option is selected while creating a monitoring policy. If not selected, the CI lookup fails.

In the monitoring policy, navigate to the following pages to verify that device mapping is selected:

Oracle Enterprise Database: Environment configurations > Environment settings > Device mapping
Sybase: Sybase configuration > KM administration > Device mapping
Microsoft SQL Server: Environments configuration > KM administration > Device mapping
IBM DB2: Environment Configurations > Administration > Device mapping

Component alias

The component alias must be present to associate CIs with incidents.
If an event is generated with custom event catalog, no component alias is generated and the incident created in BMC Helix ITSM does not associate CI with incident.
Ensure that you use the FQDN instead of IP address while configuring the KMs.

The following CDM classes are supported for the component alias rules...

BMC_ComputerSystem
BMC_SoftwareServer
BMC_DataBase
BMC_Cluster