Configuring incident governance

To allow Incident Management to govern the status of incidents created by BMC TrueSight Infrastructure Management/BMC ProactiveNet, you have to update the incident governance behavior. This update is applicable to all CI incidents even if they are Level 1 infrastructure incidents. To define incident governance, you have to update the BMC Intelligent Incident for each company. Global configurations must be applied only if the settings are meant for all the companies. For information about how the Incident Management governs the behavior due to this setting, see Governing-incidents-by-changing-the-status.

When the global governance is set to Manage, the life cycle of the incident is managed by the event management system. This means that whatever values are updated by the service desk agent for the status, urgency, and impact fields will be overwritten by the event management system.

However, if the global governance setting is set to Update, after the incident is moved out of the Assigned state, all subsequent information about the event will be updated in the work details of the incident.

For information about configuring the action when a CI status changes, see Managing service policies.

To configure incident governance

1. Log on to the BMC IT Service Management home page.

1. From the Application list on the left side of the page, click Administrator Console > Application Administration Console > Custom Configuration > Incident Management > Advanced options > Rules.
2. On the Incident Rules form, perform any one of the following:

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  • Manage — If the Status, Urgency, and Impact fields on the Causal Incident are all changed whenever BMC TrueSight Infrastructure Management/BMC ProactiveNet provides updates for these fields. This mode is the default. 

    Important

    For a Level 2 incident, when the status of the event is set to Closed, the value of the Urgency and Impact fields in BMC Helix IT Service Management (Helix ITSM) are not changed.

  • Update — If the status of the Causal Incident is set to either In Progress or Pending. Updates from BMC TrueSight Infrastructure Management/BMC ProactiveNet are captured in the work details of the Causal Incident instead of directly modifying the Status, Impact, or Urgency fields. This mode ensures that after the Service Desk agent takes control of the ticket, the agent maintains and governs any updates to the Status, Impact, and Urgency fields of that Causal Incident.