Enterprise Incident Management (EIM) solution
The Enterprise Incident Management (EIM) solution allows
BMC AMI Ops Automation
to generate BMC Remedy trouble tickets.
The EIM solution accesses BMC services between
BMC AMI OpsA
and Remedy, allowing you to define
BMC AMI OpsA
ALERTs that can create Remedy tickets. The EIM solution consists of a set of REXX EXECs and
BMC AMI OpsA
Rules that can generate a Remedy ticket when automation detects an ALERT in the ITICKET queue.
The EIM solution can also manage the Remedy ticket when the status of the ALERT changes in the ITICKET queue:
- When the ALERT escalates, the EIM solution updates the Remedy ticket.
- When the ALERT is deleted, the EIM solution sets the Remedy ticket's status to Resolved. (You can customize EIM to set the status to Closed, if you prefer.)
The EIM solution uses the REXX interface of the Atrium Integrated Services for z/OS (AISZ), a component that ships with BMC AMI OpsA, to communicate with Remedy via Web Services (WS).
To implement this solution, complete the following procedures: