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Integrating with BMC Helix ITSM by using BMC Helix Intelligent Automation

 is an automation aggregator that enables organizations to connect with automation tools of their choice and define policies to trigger remediation actions. It acts as a Manager of Managers for connecting with third-party automation tools. In the context of ,  connects with  to for incident management.

After BMC Helix Operations Management is integrated with BMC Helix ITSM, events and incidents are updated simultaneously. That means, that if an event is updated in BMC Helix Operations Management, its corresponding incident is updated in BMC Heilx ITSM. Similarly, if an incident is updated in BMC Helix ITSM, the corresponding event is updated in BMC Helix Operations Management.

 

Related topic

BMC Helix Intelligent Automation documentation

 use Proactive Service Resolution (PSR) for the integration. PSR is an end-to-end solution that integrates  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  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 Enabling Proactive Service Resolution.

The following image displays the integration flow between , , and :

PSR ITSM L1.png

 

 

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