Re: Issue while assigning incident raised from BPPM event to remedy on the basis CI, Company,organization, oper. cat and service.

[shambo maitra]

Hi Abhi,
Can you confirm that op cats passed from bppm present in itsm?
Also does BPPM has business services cause prod cat is mostly picked
business service cis?
You can configure the assignment routing app admin console to route your
ticket to correct support group.
Regards
Shambo.
 On 19 Jun 2015 13:32, Abhishek Anand abhi.masc...@gmail.com wrote:

 We are trying to achieve the intelligent auto ticketing process.

 Once the incident ticket generated from BPPM into Remedy, the ticket
 should be auto routed to respective support group depends on CI
 Service,Organisation,Company, Operational Categories.

 We have created a component based enrichment policy to import CI attribute
 values from CMDB into BPPM.
 We are now able to pick the company value, but cannot import the
 Organisation,Service and Support group.

 Also we are adding the company and Operational categories with BPPM alert
 to generate incident.
 Incident is getting generated and company value also passed to remedy, but
 Opcats values failed to pass to remedy.


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Issue while assigning incident raised from BPPM event to remedy on the basis CI, Company,organization, oper. cat and service.

[Abhishek Anand]

We are trying to achieve the intelligent auto ticketing process.

Once the incident ticket generated from BPPM into Remedy, the ticket should be 
auto routed to respective support group depends on CI 
Service,Organisation,Company, Operational Categories.

We have created a component based enrichment policy to import CI attribute 
values from CMDB into BPPM.
We are now able to pick the company value, but cannot import the 
Organisation,Service and Support group.

Also we are adding the company and Operational categories with BPPM alert to 
generate incident.
Incident is getting generated and company value also passed to remedy, but 
Opcats values failed to pass to remedy.

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UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years