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Creating incidents that require operational rule deployment

For commonly occurring incidents that require operational rule deployment to resolve, you can use an Incident template that contains the Task template to deploy the required operational rule. For example, your Intranet stops working because IIS Admin Service needs to be restarted. When you receive a call about this issue, you can restart the IIS Admin Service by using the Incident template that contains the Task template that deploys the operational rule.

You can deploy operational rules on the BMC Client Management server that is integrated with BMC Remedyforce. Contact your administrator for more information. If the integration is not configured, the operational rules are not deployed.

If the incident is created in Self Service, the operational rules are deployed depending on when the BCM Processor is available. If you want many operational rules to deploy quickly, configure the BCM Processor to run jobs at a short interval.

Note

In the Linked Tasks section of an incident, if you click either New Task or Create and Link Task to Incident to create a task and use a task template that deploys an operational rule, the task record is created but the operational rule is not deployed on the linked BMC Client Management device.

To create an incident that requires operational rule deployment

  1. Navigate to one of the following tabs and click New:
    • Remedyforce Console > View > Incidents/Service Requests
    • Incident Console

    • Incidents (Salesforce page layout)

      Note

      To view the incident records in Opened state, ensure that Remedyforce Incident View is selected in the View menu.

  2. Click the Client ID lookup.
  3. In the Search for a user window, select the client linked to the incident.
     If you select an account first and then select a client, all active users are displayed in the Search for a user window.
  4. Click the Template lookup.
  5. In the Search window, select the incident template for the current issue.
  6. Click the Configuration Item lookup.
     You can also link the BMC Client Management device later by clicking Link CI. In this case, the task record is created after the BMC Client Management device is linked. On the Remedyforce Console or Incident Console tab, access the Link CI option from the Agent Tools menu.
  7. In the Search window, select the BMC Client Management device on which the operational rule must be deployed.
  8. Depending on the client requirements, add values to the remaining fields of the incident.
  9. Click Save.

BMC Remedyforce creates a task for the operational rule and links the task to the incident. For information about tracking the progress of the operational rule deployment, see How the progress of operational rule deployment on devices is tracked.

If an approval is required before the operational rule can be deployed, the incident remains locked until the approver approves or rejects the approval request. For more information, see How the approval process for deploying operational rules works.

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