Incident routing using product categories
There is different product category information for Service CI and Causal CI, wherein:
- If CI+ field is populated: Resolution product categories related to the Causal CI are populated. See Routing incidents using CI+ resolution product categories.
- If Service CI field is populated: Product categories related to the impacted service are populated. See Routing incidents using Service CI product categories.
The following diagram illustrates how the product categorizations are populated:
To route incidents using CI+ resolution product categories
Resolution product categories are related to the Causal CI. Resolution product categories are the product categories of the Causal CI (which is the CI that caused the incident).
When either the CI+ or Service CI field are populated, Incident Management fetches the Category, Type, and Item (CTI) values of the CI from BMC Atrium CMDB and populates the Tier 1, Tier 2, Tier 3, Product Name, and Manufacture Name fields for each of the corresponding resolution product category fields.
For routing incidents using resolution product categories, consider the following:
- To populate and route incidents using the resolution product categories, you must populate the CI+ field.
Use the following policies to populate the CI+ field: Causal Component-Optimized policy or Impacted and Causal Component-Optimized policy. - For a Causal CI:
- Product categories on the Configure Assignment form are mapped to the resolution product categories on the Incident form in the categories section.
- Name field in the Configure Assignment form is mapped to the Product Name field in the Incident form in the categories section.
- The incident is then routed to the appropriate support group based on the resolution product categories.
The following image illustrates a Causal CI with resolution product categories:
To route incidents using Service CI product categories
Product categories are related to the Service CI.
When the Service CI field are populated, Incident Management fetches the Category, Type, and Item (CTI) values of the CI from BMC Atrium CMDB and populates the Tier 1, Tier 2, Tier 3, Product Name, and Manufacture Name fields for each of the corresponding product category fields.
For routing incidents using product categories, consider the following:
- Product categories on the Configure Assignment form are mapped to the product categories on the Incident form in the categories section.
- The incident is then routed to the appropriate group based on the product categories.
The following image illustrates a Service CI with resolution product categories:
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