Enterprise Incident Management (EIM) solution
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:
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