Infrastructure-based Service Resolution

Infrastructure-based Service Resolution is the second level of BMC Service Resolution.

With infrastructure-based service resolution, for every critical event reported by BMC TrueSight Operations Management/BMC ProactiveNet, an incident is created with event and Causal CI information.

The following diagram, using an example, illustrates the infrastructure-based ticketing end-to-end process.

concept_level2.png

Note

Infrastructure-based Service Resolution uses the Event_Propagation_To_Remedy_Help_Desk policy. For information about how the event incident is enriched with CI, see Enriching-the-event.

  1. The temp disk space reaches 80% capacity. As a result, the threshold of temp space is breached.  An alert is triggered and routed to BMC TrueSight Operations Management/BMC ProactiveNet. 
  2. A event is generated in BMC TrueSight Operations Management/BMC ProactiveNet.
  3. Using the resolution product categories and corresponding event information, a Causal incident with event information is created via the service desk interface.
  4. Incident Management validates the resolution product categories with BMC Atrium CMDB. The Category Type, Item, Product Name, and Manufacturer Name attributes of the CI are mapped to the Resolution Product Category fields on the incident.
  5. The incident is routed to the appropriate group based on the resolution product categories
  6. The service desk technician accepts ownership of the incident and updates the status to In Progress. For more information, see Governing-incidents-by-changing-the-status.
  7. While in In Progress state, the event severity is reduced in BMC TrueSight Operations Management/BMC ProactiveNet. 
  8. Because the incident governance is set to update mode, this update is reflected as a work info entry for the incident. For more information, see Configuring-incident-governance.
  9. The engineer resolves the issue by running a script that clears the temp space on all the servers in the data center.
    • While inspecting the issue, the engineer can also add relationship in the incident while also retain the information of older relationship. For more information, see Replacing-or-adding-incident-relationships.
  10. The event is cleared in BMC TrueSight Operations Management/BMC ProactiveNet. 
  11. The Causal incident is updated to indicate that the event is closed. If:
    • Incident governance is set to Update, the incident is Resolved and the Causal Incident is still in Assigned state. The incident work note is updated to Resolved. Service desk technician needs to update the status of the Causal incident to Resolved.
    • Incident governance is set to Manage, the incident is Resolved.

Related topics

Event-based-Service-Resolution

Impact-model-based-Service-Resolution

 

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