Event-based ticketing

Event-based ticketing is the first level of BMC Intelligent Ticketing solution.

With event-based ticketing, for every event reported by BMC ProactiveNet Performance Management (BPPM), an incident is created. Even if BPPM is not using BMC Atrium CMDB, or not leveraging the correlation engine to associate the event with the CI, an incident is created. An incident is created with event information. Using the operational categories, the incident is routed to the appropriate group for investigation.

Note

Event-based ticketing uses the Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events. For information about enabling this policy, see Enabling a sample policy to create enhanced incidents.

Using a sample scenario, the following diagram illustrates the event-based ticketing use case.

event_based_ticketing.png

  1. A monitoring tool detects a degradation in the response time of a router.
  2. An alert is triggered and routed to BPPM.
  3. The event along with the recorded operational categories for this type of event are used to create an event incident through the BMC Remedy Service Desk interface.
  4. The incident is assigned to the appropriate support group based on the operational categories. See Incident-routing-using-operational-categories.
  5. After the router issue gets resolved, the appropriate work note is updated with the details. By resetting the router.
  6. In BPPM, the event alert is cleared. 
  7. Incident status is updated to Resolved in Incident Management.

Related topics

Infrastructure-based-ticketing

Impact-model-based-ticketing

Out-of-the-box event management policies

 

 

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