Applying BMC Intelligent Ticketing service policies

BMC Intelligent Ticketing solution uses the following policies:

• Causal Component-Optimized 
• Impacted and Causal Component-Optimized

Before you can apply the policies, you must first enable an unqualified search on the computer that hosts the BMC Remedy AR System server. After you have applied the policies, disable the unqualified search.

To apply BMC Intelligent Ticketing service policies

1. From the Quick Links section on the left side of the BMC Remedy IT Service Management Home page, select Application Administration Console.
2. In the Application Administration Console, click the Custom Configuration tab.
3. Expand the Integration for BMC Remedy Service Desk and Integration Configuration entries and double-click BMC Intelligent Incident Service Policy Configuration.
4. In the BMC Intelligent Incident Service Policy Console, click Create. 
   The BMC Intelligent Incident Service Policy Configuration dialog box is displayed.
5. Enter the parameters that identify the new policy and specify to which BMC ProactiveNet cell instance the policy applies, as described in the following list.
   The following are the required parameters. You must enter values for them.
   • Company: Select the company for which you are creating the service policy.
   • Policy Name: Type a new policy name. The policy name must contain no spaces; otherwise, an error message is displayed.
   • Cell Name: From the list of cells registered to your BMC ProactiveNet administration server, select the cell to which the policy applies.
   • Enable: Select Yes to activate the policy after it is saved; otherwise, select No.
   • Integration Instances: Click the ellipses button to the right of the Integration Instances box. In the Integration Instance Selection dialog box, use the Integration Instance box to select the instance of Integration for BMC Remedy Service Desk to which the policy applies, and click Add. The integration instance appears in the Selected Instances list. 
6. In the Service Impact Manager Selection Criteria section, enter parameters for the component to which the policy applies.
   
   The following parameter descriptions can help you to set appropriate values:
   
   • Class: Select the CI class to which the policy applies
   • Components: Within the designated class, specify the components to which the policy applies:
     • All components in the class
     • Components with names that begin with a specified text string

     • Selected components 

       To select particular components, click Edit. In the Policy Component Selection dialog box, and select only the components that you want to include.

       1. You can use the Begins with box to type the first few letters of a component name, use the percent sign (%) as wildcard, or provide a Site value to filter the component selection.

          Warning

          Note

          The Begins with text box is case-sensitive.

       2. Click OK after you add the available components to the Selected Components list.

       • 
         
         • Priority: Select the lowest priority to which the policy applies. The policy applies to the priority that you select and all other priorities above the selected priority.
         • Status: Select the best status to which the policy applies. The policy applies to the status that you select and all other values above the selected status.

         • Site: Select the site to which the policy applies.

           Success

           Tip

           Integration for BMC Remedy Service Desk inherits the Dynamic Priority calculated in BMC ProactiveNet if the Propagates Priority of the CI in the service model is set to Yes. CIs can have different priorities defined for their high demand or low demand time frames.

7. In the Incident Creation Criteria section of the dialog box and enter parameters for the incident to which the policy applies.
   
   • Incident for: Select Causal Component-Optimized OR Impacted and Causal Component-Optimized
   • Status: Select the status that applies to the incident when the status of the CI changes to OK.
   • Status Reason: Select the reason that appears in the incident when the status of the CI changes to OK.
   • SIM Priority to Incident Urgency: Select whether to use the values defined for the company or custom values that you specify. Select View Custom to view and edit the custom values, and then click OK to save. The custom values override the values defined for the company in the current policy.

   • SIM Status to Incident Impact: Select whether to use the values defined for the company or custom values that you specify. Select View Custom to view and edit the custom values, and then click OK to save. The custom values override the values defined for the company in the current policy.

     Success

     Tip

     If you select Default for SIM Priority to Incident Urgency and SIM Status to Incident Impact, the policy considers the Global mapping attributes set for the respective company. If you do not specify a company and choose to use the default mappings, you must create mappings for Remedy, a BMC Software Company.

8. Click Save.
   A message confirms that the new policy has been added and saved. 
9. The new policy is visible in the By Policy Type container in the navigation pane of the Service Policy Console. You can view the same policy in the BMC ProactiveNet Administration Console under Administration > Event Management Policies> MyProduction > Cell name> By Policy Type > Intelligent Incident Service Policy.

Summary of service policies

The following table illustrates how different service polices create different types of infrastructure event incidents and which categorization information is populated.