Configuring context-aware cross-launch URLs

A cross-launch URL can be accessed directly from an event and in context of the event.

As an administrator, you can configure cross-launch URLs to enable IT operators to access other BMC or third party applications easily. By accessing these applications, IT operators can find more information regarding the event based on the event context (or in other words, based on the data present in the event).

This capability can help IT operators troubleshoot problems and resolve events quickly and easily. By using this feature, IT operators can avoid the time and complexity involved in obtaining information from other applications – starting from obtaining the correct application URL, getting the right permissions to view the information on the application, and then finally locating the information needed on the application.

The following information can help you understand the use cases and process of managing and creating cross-launch URLs:

Use cases for configuring cross-launch URLs accessible from events

The following use cases can help you understand the advantage of configuring cross-launch URLs that are accessible from events:

View incident details or CI details regarding an event on BMC Remedy with Smart IT:
An IT operator, Carla receives an event that automatically opens a BMC Remedy with Smart IT incident ticket. Carla wants to see details of the incident ticket that was opened to troubleshoot the problem. She can view the incident details by directly accessing the cross-launch URL to the BMC Remedy with Smart IT application from the event. Doing so launches the BMC Remedy with Smart IT URL in a new tab.
Similarly, Carla wants to see the configuration item (CI) details related to an event. She can view the CI details by accessing the cross-launch URL to the BMC Remedy with Smart IT application from the event.
View additional information regarding an event in a third party application:
An IT operator, John receives an event that he needs to resolve. As part of the troubleshooting, he needs to access a custom knowledge base and locate information based on some slots present in the event. He can directly access the cross-launch URL to the custom knowledge base from the event. Doing so launches the dynamically formed URL (based on the slots present in the event) to the custom knowledge base. Example: In the URL, http://knowledgebase.com?host=HostA.bmc.com, the host value is dynamically replaced with the name of the host present in the event.
Similarly, John receives another event associated to an incident ticket. He wants to open the ticket in a third-party ticketing tool (non-BMC tool) and get more information about the problem. He can directly access the cross-launch URL to the ticketing tool from the event.

Fields and options on the Cross-Launch URLs page

The following figure highlights the various fields and options that are available on the Administration > Cross-Launch URLs page.

Cross-launch URLs list page.png

To create cross-launch URLs

For more information, see Creating a cross-launch URL.

To update or delete cross-launch URLs

Log on to the TrueSight console.
In the navigation pane, go to Administration > Cross-Launch URLs.
Click the action menu next to the cross-launch URL name and select one of the following options based on the action that you want to perform:
- Edit: Select this option, change the details that you provided while creating the cross-launch URL and click Save.
  Note
  Tenant information cannot be changed by administrators belonging to other tenants (other than the ones assigned to a cross-launch URL).
- Delete: Select this option and then click Yes to delete the cross-launch URL.
  Note
  Cross-launch URLs can be deleted by the following users:
  - Creator of the cross-launch URL
  - Other administrators of the same tenant that was assigned to the cross-launch URL
  - Administrators of the tenant named, *.

To view cross-launch URLs

Log on to the TrueSight console as a super admin.
In the navigation pane, go to Administration > Cross-Launch URLs.
View details of an existing cross-launch URL by clicking the name. Alternatively, from the action menu next to the cross-launch URL name, select View.