Integrating with BMC Helix ITSM by using BMC Helix Intelligent Automation
BMC Helix Intelligent Automation use Proactive Service Resolution (PSR) for the integration. PSR is an end-to-end solution that integrates BMC Helix Operations Management with trouble ticket management or IT service management systems to automatically create trouble tickets or incidents for critical events. The following levels are supported in this integration:
- Level 1 (L1): Event-based service resolution
For every critical severity event, a trouble ticket or an incident is created in BMC Helix IT Service Management by using the event details. - Level 2 (L2): Infrastructure-based service resolution
For every critical severity event, an incident is created along with the impacted configuration item (CI). If CI details are unavailable in the event, or not specified in the solution, an incident is created without associating any CI. - Level 3 (L3): Infrastructure-based service resolution
For every critical severity event, an incident is created along with the impacted configuration item (CI) and the impacted service details. If CI and impacted service details are unavailable in the event, or not specified in the solution, an incident gets created without associating any such information.
For more information, see Configuring Proactive Service Resolution for incidents in BMC Helix ITSM.
The following image displays the integration flow between BMC Helix Operations Management, BMC Helix Intelligent Automation, and BMC Helix IT Service Management:
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