Drift management issues

As a configuration manager, resolve issues in automatic incident creation from Drift Management.

If you come across issues during automatic incident creation from Drift Management, verify the following settings:

  • Ensure that you have assigned a user to Drift management permission group and BMC Helix ITSM Permission group. For more information on permission groups, see Managing-drift-management-permissions.

  • Ensure that while creating Incident Rules, Assignment Engine Integration is set to Yes. 
    To configure the Assignment Engine navigate to the Incident Rules form of Incident Management. For more information on configuring incident rules, see Configuring incident rules in the Service Desk online documentation.

  • For a user to be able to view a template, ensure that the Assigned Group Name of the template is same as Support Group Name of the user.
    For more information on configuring assignment settings for templates, see Configuring Incident Management templates in the Service Desk online documentation.

  • If you have customized a form where an optional field is marked as required, then while creating incidents, ensure that you pass “dummy” values in these fields through templates.

Important

When you create an Incident Management request when a comparison job is running, and if more than 1000 CIs (detected drifts) are inserted into the Incident Management Request, the creation of the Incident fails due to a timeout during the AR System database update. To avoid this, ensure that you keep the potential number of drifts below 1000.

 

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