Configuring Impact and Urgency values

You can configure the Impact and Urgency values in BMC TrueSight Infrastructure Management/BMC ProactiveNet for Event and Causal incidents. The configured values are stored in the BMC TrueSight Infrastructure Management/BMC ProactiveNet database. During the incident creation process, the integration gateway reads these values and populates the incident Impact and Urgency fields. An out-of-the-box record is provided in BMC TrueSight Infrastructure Management/BMC ProactiveNet for configuring these values.

• • Configuring Impact and Urgency values in BMC TrueSight Infrastructure Management/BMC ProactiveNet
  • Configuring Impact and Urgency values in Incident Management

Configuring Impact and Urgency values in BMC TrueSight Infrastructure Management/BMC ProactiveNet

As a preprocessing task before incident creation, you can enrich Event and Causal incidents with impact and urgency values.

To configure values for Event incidents

1. Open the BMC TrueSight Infrastructure Management/BMC ProactiveNet Operations console.

2. Click Options > Administration tab.

   If you are using BMC Service Resolution on a BMC TrueSight Presentation Server

   Navigate to the Impact Urgency Mapping console as follows:

   - Log on to the TrueSight Presentation Server.

   - From the left hand hierarchy, click the Administration node.

   - Click Integrations.

   - In the Intelligent Ticketing Configuration section on the right, click the Configure Impact Urgency mapping for IBRSD for Event based incidents link.

3. In the Intelligent Ticketing Configurations section, next to the Event Based Incident Mapping label, click Edit.
4. In the Event Based Incident Mapping form, configure the event attribute mappings such as event priority with incident urgency and event severity with incident impact.
   
   
5. Click Save.

To configure values for Causal incidents

1. Open the BMC TrueSight Infrastructure Management/BMC ProactiveNet Operations console.

2. Click Options > Administration tab.

   If you are using BMC Service Resolution on a BMC TrueSight Presentation Server

   Navigate to the Impact Urgency Mapping console as follows:

   - Log on to the TrueSight Presentation Server.

   - From the left hand hierarchy, click the Administration node.

   - Click Integrations.

   - In the Intelligent Ticketing Configuration section on the right, click the Configure Impact Urgency mapping for IBRSD for CI based incidents link.

3. In the Intelligent Ticketing Configurations section, next to the CI Based Incident Mapping label, click Edit.
4. In the Component Based Incident Mapping form, configure the global attribute mappings such as component priority with incident urgency and component status with incident impact.
   
   
5. Click Save.

Configuring Impact and Urgency values in Incident Management

The configured impact and urgency values in BMC TrueSight Infrastructure Management/BMC ProactiveNet are mapped with the impact and urgency values of an incident in Incident Management. The priority of an incident is then calculated based upon the impact and urgency values. Numerical weights are added in Incident Management to calculate an incident priority such as Critical. For more information, see Incident prioritization.

For information about how incident impact is configured in Incident Management, see Impact values.

For information about how incident urgency is configured in Incident Management, see Urgency values.