Impact-model-based ticketing

Impact-model based ticketing is the third level of BMC Intelligent Ticketing solution. At this level, the higher level impacted CI is mapped to an Impact Incident. The corresponding events and associated Causal CI are merged in to a Causal Incident and related to the Impact incidents.

Key features and benefits

In impact-model based ticketing, you can:

  • Identify actionable incidents and provide visibility to the scope of the incidents
  • Govern the life cycle of the Impacted Incidents through the Causal Incident
  • Route tickets based on the Supported By group, CI location, and product categories

Notes

  • Impact-model-based ticketing uses two policies:Causal Component-Optimized and Impacted and Causal Component-Optimized.
  • When Causal Component-Optimized policy is used, a Causal incident is created and impacted CIs are listed in the Relationships table of the Causal incident.
  • When Impacted and Causal Component-Optimized is used, Causal and related Impact incidents are created and impacted CIs are listed in the Relationships table of the Causal incident.

 

The following diagram illustrates the flow of information and sequence of events that occurs when operating at the impact-model based ticketing level using the Impacted and Causal Component-Optimized policy.

impact_based_ticketing.png

  1. The email server of a company goes down, which according to the impact model, impacts the email, the banking, and the travel business services. 
  2. This event is captured by BPPM System. A Causal incident is created for the Event and the Causal CI and three Impact incidents are created for the email, banking and the travel services and related to the Causal incident.
  1. Incident Management manages ticket queues and enables you to identify actionable incidents. The status of the Impact incidents are initially set to Pending while the initial status of the Causal incident is set to Assigned. For more information, see Managing-Impact-Incident-queues.
  1. Incident Management also updates the Incident Relationships table and displays the relationship between the Causal and Impact incidents. For more information, see Incident relationships.
  2. Incident Management manages ticket queues and enables you to identify actionable incidents. The status of the Impact incidents are initially set to Pending while the initial status of the Causal incident is set to Assigned.
  3. Both the Causal and Impact Incidents can then be routed to the appropriate group based on the Supported by group, CI location and/or product categories. For more information, see Incident-routing-using-product-categories.
  4. Ultimately, a service desk technician will work to resolve the issue and update the Causal incident accordingly by setting its status to Resolved.
  1. Incident Management will then automatically resolve the related Impact incidents.  For more information, see Governing-Impact-incidents.

Related topics

 

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