Creating incidents with no customer information
If no customer information is sent from BMC TrueSight Operations Management/BMC ProactiveNet, the corresponding service request is not created. Starting with BMC Service Resolution 3.0, however, if you are creating incidents of infrastructure event type, you need not specify customer information such as first name, last name, logon ID, and personInstanceID. You can instead specify company information, from which customer information is then derived.
This topic provides the following information:.
How company information is provided in BMC Service Resolution versions
The following table describes how company information is provided from BMC TrueSight Operations Management/BMC ProactiveNet to Incident Management in Service Resolution versions:
Intelligent Ticketing Level | BMC Intelligent Ticketing 2.0 | BMC Service Resolution 3.0 |
|---|---|---|
Level 1: Event-based ticketing | In BMC TrueSight Operations Management/BMC ProactiveNet, if the ITSM_Company slot value is available, that value is sent to Incident Management. Otherwise, the value defined in the DefaultMapping.map file is sent. | Same as Intelligent Ticketing 2.0. However, in BMC TrueSight Operations Management/BMC ProactiveNet, if the ITSM_Company slot value is not available, no value from DefaultMapping.map file is sent to Incident Management. |
Level 2: Infrastructure-based ticketing | In BMC TrueSight Operations Management/BMC ProactiveNet, if the ITSM_Company slot value is available, that value is sent to Incident Management. Otherwise, the value defined in the DefaultMapping.map file is sent. | If the company value is available for the CI, the same value is sent to Incident Management; otherwise no value is sent. |
Level 3: Impact-model based ticketing | If a policy was defined for a CI and the Company slot of the CI is populated, that value is sent to Incident Management. Otherwise, the value defined in the DefaultMapping.map file is sent. | If the company value is available for the CI, the same value is sent to Incident Management; otherwise no value is sent. |
How company information is derived
To enable you to create incidents without specifying customer information, as a prerequisite, you must create a Global Assignment record with both companies specified as Global, as shown in the following image:
For more information about creating such a record, see Creating assignments.
If company information is not specified, Incident Management derives it in the following order:
- From the SYS:System Settings form (when set to single-tenant mode)
- From the CI information related to an incident
- From the Global assignment record
Related topics