BMC Service Resolution policies
Using BMC Service Resolution, you can create optimized Causal Incident that has both event and CI information.
The following sections describes the policies that you need to apply to create optimized Causal incidents.
Impacted and Causal Component-Optimized policy
Applying the Impacted and Causal Component-Optimized policy to CIs of interest enables the following capabilities:
BMC Remedy Service Desk interface creates:
- Causal Incident with causal CI and event information.
- Impact Incidents
For more information, see Incident-classification.
Incident Management leverages the CI-based routing rule and populates:
- The CI+ field for the Causal Incident and the Resolution Product Categorization fields.
- The Service CI field for the Impact Incident and the Product Categorization fields
For more information, see Incident routing using resolution product categories.
The following diagram illustrates the usage of the Impacted and Causal Component-Optimized policy.
Causal Component-Optimized policy
Applying Causal Component-Optimized policy to CIs of interest enables the following capabilities:
- BMC Remedy Service Desk interface creates:
- Causal Incident with causal CI and event information. For more information, see Incident-classification.
- Incident Management leverages the CI-based routing rule and populates the CI+ field for the Causal Incident and the associated Resolution Product Categorization fields. For more information, see Incident routing using resolution product categories.
The following diagram illustrates the usage of the Causal Component-Optimized policy.
Where to go from here