Different types of licenses in bmc remedy
Once a BMC Remedy incident has been created by CLIP, it changes its lifecycle stage from “New” and “Assigned” to “Work In Progress” until it is resolved by the service desk staff ( “Fixed” ).
#Different types of licenses in bmc remedy update
The following examples show possible update scenarios of the originating NNMi event and the corresponding BMC Remedy incident while they pass through different lifecycle stages. NNMi event priority ( Low, Medium, High, Top)Įxample Process flow and the lifecycle of an NNMi event and BMC incident request.NNMi event lifecycle state ( Registered, In Progress, Completed, Closed).NNMi event’s “Notes” attribute which contains a configurable summary for the BMC Remedy incident.Please note that not all NNMi event modifications cause NNMi to send an event update. a Service Desk User has been assigned, the priority has changed or a work log entry has been added, CLIP can modify the following NNMi event attributes: If the BMC Remedy incident is modified, e.g. Once CLIP has received an event modification from NNMi, CLIP extracts all available event attributes that have changed and can modify the related incident according to its configuration.
Once CLIP has created an incident, CLIP performs a bidirectional synchronization between the incident and its originating NNMi event – modifications of the originating NNMi event can cause the BMC Remedy incident to be updated (forward synchronization) and modifications of the BMC Remedy incident can cause updates of the NNMi event (backward synchronization). In case CLIP is not able to create the incident, CLIP retries incident creation if the BMC Remedy Server is down or not reachable, or marks incident creation as “failed” in the CLIP GUI and the event’s annotation together with the reason. the incident ID, the incident’s assigned user and group, lifecycle state, severity and priority. T he NNMi event’s “Notes” attribute can display incident information, e.g.
On the BMC Remedy side, CLIP provides an out-of-the-box configuration to integrate into the BMC ITSM Incident Management application and also a demo form for an instant preconfigured integration demonstrating CLIP capabilities. Each available field in the BMC Remedy submission form can be configured individually to be set to a static value, one or more event attributes or a combination of all.Ĭonditional assignments of field values allow to set different field values dependent on the current event attribute values: an event of priority “Top” can create an incident of priority “Urgent” whereas an event of priority “Low” can cause an incident of the same priority. CLIP automatically converts field values into the correct data types and takes field length restrictions into account. Once CLIP has received an NNMi event, it extracts all available event attributes to make them available for incident creation. For example, an IT organization may require an incident be opened for critical, major or root cause events.Īlternatively, an NNMi Operator can select an event in the NNMi “Incident Browsing” view and use the menu option “Transfer to BMC Remedy via CLIP” to create an incident manually. Events matching this filter are automatically forwarded and create incidents in BMC Remedy. When CLIP connects to NNMi, it registers a “Filter” to identify NNMi events to be forwarded automatically without operator intervention.
#Different types of licenses in bmc remedy manual
The CLIP Integration Platform enables the automatic or manual generation of BMC Remedy incidents (tickets) in response to events detected by NNMi. Workflow Example: Micro Focus Network Node Manager i (NNMi) – BMC Remedy Event Submission and Incident Creation