Event-based service resolution
Using a sample scenario, the following diagram illustrates the event-based use case.
- A monitoring tool detects a degradation in the response time of a router.
- An alert is triggered and routed to the event-management product (ProactiveNet or TrueSight Infrastructure Management).
- The event along with the recorded operational categories for this type of event are used to create an event incident through the Remedy Service Desk interface.
- The incident is assigned to the appropriate support group based on the operational categories. See Incident-routing-using-operational-categories.
- After the router issue gets resolved, the appropriate work note is updated with the details. By resetting the router.
- In ProactiveNet or TrueSight Infrastructure Management, the event alert is cleared.
- Incident status is updated to Resolved in Incident Management.