Integrating BMC Control-M Workload Automation with BMC Service Desk: Incident Management

You can integrate BMC Control-M Workload Automation with Incident Management using the HPD:IncidentServiceInterface web service. For information about using the web service, see Integrating directly with Incident Management.

This integration supports Level 1 of Intelligent Ticketing. For information about the Intelligent Ticketing levels, see BMC-Service-Resolution-Levels.

Integration with BMC Control-M Workload Automation

Using a sample scenario, the following diagram illustrates the information flow from BMC Control-M Workload Automation to Incident Management.

diagram_integrating_control_m.png

  1. A BMC Control-M Workload Automation job fails and an alarm is raised.
  2. Record cache and alarm attributes are cached through the CTM-Incident interface. Alarm attributes are used to query BMC Control-M Enterprise Manager API and all related Job details are cached.
  3. After the job details are cached, the Remedy configuration XML document is created. The XML document is sent to Incident Management through the HPD:IncidentServiceInterface web service. Based on the description provided in the XML, an incident is created in Incident Management.
  4. Incident Management sends the incident ID back to BMC Control-M Workload Automation as acknowledgement.
  5. The incident ID is cached at BMC Control-M Workload Automation to update existing incidents.

 

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