Enterprise Incident Management (EIM) solution

The Enterprise Incident Management (EIM) solution allows MainView AutoOPERATOR automation to generate BMC Remedy trouble tickets.

The EIM solution accesses BMC services between MainView AutoOPERATOR and Remedy, allowing you to define MainView AutoOPERATOR ALERTs that can create Remedy tickets. The EIM solution consists of a set of REXX EXECs and MainView AutoOPERATOR 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 MainView AutoOPERATOR, to communicate with Remedy via Web Services (WS).

Note

The EIM solution requires version 3.5.00 (or later) of the BMC Service Resolution (BSR) product.

To implement this solution, complete the following procedures:

 

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