Unicenter® NSM- Integration for BMC® Remedy Service Management®

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Design Goals

- Automatic Remedy ARS ticket management

- Automatic updates of Remedy tickets

- Avoid opening duplicate Remedy tickets

- Automatic close of Remedy tickets

- Display of Remedy tickets in NSM WV

- Access to Remedy tickets from NSM WV

- Direct navigation to host’s WV container

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Key Features

- Automatic Remedy Ticket Management- Creates Remedy tickets based on NSM agent alerts- Updates tickets as status changes- Avoids duplicate tickets- Closes tickets when issue resolved

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

Key Features

- Alert Management- Creates a WV tracking object for each open ticket- Organizes tracking objects into host tracking objects- Creates a Dynamic BPV of host tracking objects to propagate

alert status- Launches Remedy web page from the ticket object’s WV

menu- Displays the host object’s folder from the ticket object’s WV

menu- Deletes the ticket object from WV on close- Deletes the ticket object folder when all ticket objects have

been removed

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Capture Agent Critical Message

1. Critical message arrives

2. Message normalized by AEC

3. Remedy ticket cut

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Ticket Display in WorldView

- Tickets displayed in both host container and BPVs

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Launch Remedy from WV

- Right-click menu to launch Remedy web interface

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View Remedy Tickets

- Displays tickets for host

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Open Host Container

- Right-click menu to open host container

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Go to host container

- Direct navigation to the alerting host

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Close Remedy Ticket

1. Alert downgraded to warning or repaired2. Ticket closed

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Remedy Ticket Closed

Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

NSM – Remedy Integration

- Automates Remedy ticket management

- Avoids duplicate tickets

- Coordinates ticket and alert management

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