Infrastructure-based ticketing

Infrastructure-based ticketing is the second level of BMC Intelligent Ticketing solution.

With infrastructure-based ticketing, for every event reported by BMC ProactiveNet Performance Management (BPPM), an incident is created with event and Causal CI information.

The following diagram, using an example, illustrates the infrastructure-based ticketing end-to-end process.

1. The temp disk space reaches 80% capacity. As a result, the threshold of temp space is breached.  An alert is triggered and routed to BPPM. 
2. A event is generated in BPPM.
3. Using the resolution product categories and corresponding event information, a Causal incident with event information is created via the service desk interface.
4. Incident Management validates the resolution product categories with BMC Atrium CMDB. The Category Type, Item, Product Name, and Manufacturer Name attributes of the CI are mapped to the Resolution Product Category fields on the incident.
5. The incident is routed to the appropriate group based on the resolution product categories
   • Incidents can be also routed using Supported By Group, and the CI location fields. For more information, see Incident-routing-using-product-categories.
6. The service desk technician accepts ownership of the incident and updates the status to In Progress. For more information, see Governing-incidents-by-setting-status-to-In-Progress.
7. While in In Progress state, the event severity is reduced in BPPM. 
8. Because the incident governance is set to update mode, this update is reflected as a work info entry for the incident. For more information, see Configuring-incident-governance.
9. The engineer resolves the issue by running a script that cleares the temp space on all the servers in the data center.
   • While inspecting the issue, the engineer can also add relationship in the incident while also retain the information of older relationship. For more information, see Replacing-or-adding-incident-relationships.
10. The event is cleared in BPPM. 
11. The Causal incident is updated to indicate that the event is closed. If:
    • Incident governance is set to Update, the incident is Resolved and the Causal Incident is still in Assigned state. The incident work note is updated to Resolved. Service desk technician needs to update the status of the Causal incident to Resolved.
    • Incident governance is set to Manage, the incident is Resolved.

Related topics

Event-based-ticketing

Impact-model-based-ticketing

Enabling a sample policy to created enhanced incidents

Out-of-the-box event management policies