Configuring alarms

As an administrator, you can configure alarm settings for a company. Based on the alarm configuration, you can decide the following events for a particular company:

  • An incident ticket should be resolved when only the primary alarm or all alarms are cleared.
  • An incident ticket with active tasks should be resolved.

From this same Alarms Configuration window, you can also configure the parent-child incident resolution.

Related topics

Managing-alarms-by-using-REST-API

Adding-related-items-to-an-incident-ticket

Troubleshooting-issues-related-to-incident-tickets



To configure alarms

Perform the following steps to get to the starting point for the actions that follow:

  1. From the BMC Helix ITSM menu bar, select Configuration > Innovation Studio Configuration.
  2. From ITSM Application, under Settings, select Network Service Operations > Alarm Configuration.


To create an alarm configuration

(Click the forward play icon to see the entire process)

  1. Click + Configuration to open the Create Alarm Configuration window.
  2. In the Company field, select the required company name.
  3. In the Resolution Option field, select the alarm type.
  4. To resolve an incident with active tasks, keep the default option enabled for the Resolve Incident with active tasks toggle.
  5. Click Save.


To modify the alarm configuration

(Click the forward play icon to see the entire process)

  1. From the Alarm Configuration window, select the alarm to be modified.
  2. In the Edit Alarm Configuration window, from the Resolution option field, select the required option.
  3. Enable or disable the Resolve Incident with active tasks toggle.
  4. Click Save.


To delete the alarm configuration

(Click the forward play icon to see the entire process)

  1. From the Alarm Configuration window, select the alarm to be deleted.
  2. Click Delete.
  3. In the Warning dialog box, click Yes.



To configure a parent-child incident resolution

(Click the forward play icon to see the entire process)

  1. Click + Configuration to open the Create Alarm Configuration window.
  2. Under the Parent child incident resolution section, select either of the following options:
    • Parent resolves children—When you resolve, close, or cancel the parent incident ticket, the child incident tickets are automatically resolved.
    • Children resolve parent—When you resolve, close, or cancel all the child incident tickets, the parent incident ticket is automatically resolved.
    • None—When a parent or child incident ticket is resolved, closed, or canceled, no action is taken.
  3. Click Save.
    After you complete this configuration, when you relate another incident ticket from the Related items tab of an existing incident ticket, the option of Parent of or Child of is displayed under Relationship type. For more information, see Adding-related-items-to-an-incident-ticket.

 

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