Unicenter ® NSM - Integration for BMC ® Remedy Service Management ®
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 2 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 hosts WV container
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 3 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 objects WV menu - Displays the host objects folder from the ticket objects WV menu - Deletes the ticket object from WV on close - Deletes the ticket object folder when all ticket objects have been removed 4
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 5 Capture Agent Critical Message 1.Critical message arrives 2.Message normalized by AEC 3.Remedy ticket cut 1 2 3
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 6 Ticket Display in WorldView - Tickets displayed in both host container and BPVs
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 7 Launch Remedy from WV - Right-click menu to launch Remedy web interface
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 8 View Remedy Tickets - Displays tickets for host
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 9 Open Host Container - Right-click menu to open host container
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 10 Go to host container - Direct navigation to the alerting host
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 11 Close Remedy Ticket 1.Alert downgraded to warning or repaired 2.Ticket closed 1 2
Copyright ©2006 CA. All rights reserved. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 12 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 13