Differences in BMC Service Resolution 3.0

Providing company or contact information or the PersonInstanceID was required for incident creation.

No company or contact information is required for incident creation.

Customer information was derived from company information. Starting with BMC Service Resolution 3.0, the default mapping for Company is no longer required or available in the DefaultMapping.map file. As a result, you no longer need to perform configurations in BMC Incident Management. Company and contact information is now managed in BMC Incident Management.

For more information, see Creating incidents with no customer information.

Policies are configured in the Application Administration Console of BMC Remedy IT Service Management (ITSM).

Policies are configured in the Operations Console of BMC TrueSight Operations Management/BMC ProactiveNet.

The following BMC TrueSight Operations Management/BMC ProactiveNet policies are supported:

• BEM Propagation
• Impacted component
• Causal component
• Impacted and Causal components
• Causal Component Optimized
• Impacted and Causal Component Optimized

The following BMC TrueSight Operations Management/BMC ProactiveNet policies are supported:

• BEM Propagation
• Causal Component Optimized
• Impacted and Causal Component Optimized

The following BMC TrueSight Operations Management/BMC ProactiveNet policies are NOT supported:

• Impacted component
• Causal component
• Impacted and Causal components

Note: If you have upgraded to BMC Service Resolution 3.0 from BMC Intelligent Ticketing 2.0, in BMC TrueSight Operations Management/BMC ProactiveNet Operations Console, edit the older policies and change the Incident For field to either Impacted and Causal Component-Optimized or Causal Component-Optimized.

INT:Staging form is used primarily for preprocessing activities such as event enrichment.

The preprocessing forms (such as INT:Staging) and configuration forms introduced with Integration to BMC Remedy Service Desk are no longer used. Preprocessing activities now take place in BMC TrueSight Operations Management/BMC ProactiveNet.

Warning: If you have upgraded to BMC Service Resolution 3.0 from BMC Intelligent Ticketing 1.0, customizations done on the INT:Staging form are lost. Ensure that you reconcile your customizations with the BMC Service Resolution 3.0 functionality to determine whether migration is required. If yes, migrate the customizations made on the INT:Staging form to the new HPD:ServiceInterface form.

Options to configure service requests and Incident Governance are available on the BMC Intelligent Incident Global Configurations form.

Options to configure service requests and Incident Governance are available on the HPD:CFG-Rules form.