Governing Impact incidents
Based on impact models defined in BMC ProactiveNet Performance Management (BPPM), the BMC Intelligent Ticketing solution creates a similar hierarchical model between the corresponding incidents. These relationships between the Impact and Causal incidents generated by the BMC Intelligent Ticketing solution, enables Incident Management to govern the life cycle of the related Impact incidents using the Status field of the Causal incident(s).
As a result, when the Causal incident is move to the Resolved state, Incident Management automatically reflects that transition by setting the states of the related Impact incidents to Resolved.
The following image highlights these relationships:
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