Best practices for intelligent Incidents
Intelligent incident policies are created in the Intelligent Incident Policy Configuration form in BMC Remedy Service Desk.
There are three options to create intelligent incidents:
- Impacted and Causal CI
- Impacted only CI
- Causal only CI
BMC recommends that you use the Impacted and Causal CI option by selecting top level CIs of the service models.
Incident assignment and product categorization considerations
Use the recon_id of the CI to look up the details of the impacted CI in BMC Atrium CMDB within the BMC Remedy Service Desk workflow.
Verify that the PCT:ProductCompanyAssocLookup table in BMC Atrium CMDB has the company and product categorization records available against the selected CI's company and product categorization.
Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*