Event-based Service Resolution

Event-based is the first level of BMC Service Resolution.

With event-based service resolution, for every event reported by BMC TrueSight Infrastructure Management/BMC ProactiveNet, an incident is created. Even if BMC TrueSight Infrastructure Management/BMC ProactiveNet is not using BMC Atrium CMDB, or not leveraging the correlation engine to associate the event with the CI, an incident is created with event information. Using the operational categories, the incident can be routed to the appropriate group for investigation.

Note

Event-based service resolution uses the Event_Propagation_To_Remedy_Help_Desk policy, which applies to critical events. For information about enabling this policy, see Enabling-a-sample-policy-to-create-enhanced-incidents.

Using a sample scenario, the following diagram illustrates the event-based use case.

concept_level1.png

  1. A monitoring tool detects a degradation in the response time of a router.
  2. An alert is triggered and routed to BMC TrueSight Infrastructure Management/BMC ProactiveNet.
  3. The event along with the recorded operational categories for this type of event are used to create an event incident through the BMC Remedy Service Desk interface.
  4. The incident is assigned to the appropriate support group based on the operational categories. See Incident-routing-using-operational-categories.
  5. After the router issue gets resolved, the appropriate work note is updated with the details. By resetting the router.
  6. In BMC TrueSight Infrastructure Management/BMC ProactiveNet, the event alert is cleared. 
  7. Incident status is updated to Resolved in Incident Management.

Related topics

Infrastructure-based-Service-Resolution

Impact-model-based-Service-Resolution

 

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