Incident creation enhancements
In BMC Service Resolution 3.0, the following enhancements are available that ease incident creation.
- Ability to create incidents with minimal information
- Ability to pass a template reference when creating an incident
- No dependency on customer information for automated event-based incidents
- Ability to consolidate related events in one incident
- Efficient management of Causal and Impact incident relationships for application level CIs
Enhancement | Description |
|---|---|
Ability to create incidents with minimal information | You can now create incidents by providing minimal information. For example, you can create incidents just by typing in the problem description or summary. For more information, see Creating-incidents-with-minimal-information. |
Ability to pass a template reference when creating an incident | To enable faster incident creation, you can pass a template reference when creating an incident. The incident is created with the information available in the template. For more information, see Creating-incidents-by-passing-a-template-reference. |
No dependency on customer information for automated event-based incidents | To create incidents of "Infrastructure Event" type, you are not required to provide customer contact information such as first name, last name, login ID, personInstanceID and so on. You can optionally provide company information when creating incidents of "Infrastructure Event" type. For more information, see Creating-incidents-with-no-customer-information. |
Ability to consolidate related events in one incident | With BMC Service Resolution 3.0, a new Consolidate Events option is provided on the Incident Rules form. This option enables you to consolidate multiple related events for the same CI into one incident instead of creating several incidents. This option makes incident management easier, because the number of incidents is reduced. The event details are added to the work log information of the open incident. This feature is applicable to the Level 2 of Intelligent Ticketing when the BEM propagation policy is triggered with the CI and Event information.
For more information, see Consolidating-events. |
Efficient management of Causal and Impact incident relationships for application level CIs | For application CIs, you can now independently handle the status of Impact incidents. Previously, when an Impact incident is related to a Causal incident, the Impact incident status is changed to Pending/Pending Causal Resolution, and the resolution of the Impact incident is dependent upon the resolution of the Causal incident. You could not change the status of the Impact incidents. However, with BMC Service Resolution 3.0, you can take ownership of the Impact incident by changing its status from Pending to Assigned or Work in Progress. For example, an issue occurs on a server with an application running on it and the Impact and Causal Optimized policy has been associated to the Application CI, two incidents are created: one for the application (the Impact incident) and one for the server (the Causal incident). The application developer assigned to the Impact incident fixes the application issue and resolves the Impact incident. The Causal incident no longer controls the Impact incident. The event monitoring solution receives an OK and then resolves the Causal incident. For more information, see Managing-Impact-Incident-queues. |
