13.2 Problem Management

How do problems affect the state of services? Which services are affected by a particular problem? Are there related problems?

Use SCM to create a tree that shows all services with corresponding trouble tickets. Figure 13-3 shows services with problem tickets:

Figure 13-3 Alarms View

The following scenario shows how a SCM definition is created to overlay services with trouble tickets from a Remedy ARS system.

13.2.1 Scenario Description: Managing Trouble Tickets by Service

Feed trouble ticket information directly to the Services hierarchy. Tickets are matched to the services by using a simple hostname match. The resulting Services hierarchy shows services with trouble ticket information. Trouble tickets can then be managed by associated service.

This scenario uses:

  • A Data Integrator adapter that taps into an internal IT‑maintained database

    It organizes technology (server information) by the service that it supports.

  • A Remedy ARS adapter that provides trouble ticket information

13.2.2 Scenario Steps

To use SCM to create a configuration to manage problem tickets:

  1. In the Explorer pane, add an element that is the parent of the new tree.

  2. In this example, create a CMDB Services With Problem Tickets element under the Reporting element:

    CMDB Services with Problem Tickets Element in the Tree
  3. Right-click the element, then select Service Configuration > Create to open the Service Configuration Editor.

  4. To define the Structures for the element by identifying an existing hierarchy that drives the shape of the new tree, create a Structure definition that adds the Services element as a Structure Root, as shown in the illustration below.

    Browse for Element Dialog Box

    In this case, the Services hierarchy is a branch from a Data Integrator adapter that taps into an internal IT‑maintained database. It organizes technology (server information) by the service that it supports.

  5. To view all elements contained in the Services hierarchy, leave Starting Depth and Ending Depth at 0.

  6. Use the default Matching Rule to apply a simple name match to select elements.

  7. To define the Sources for the configuration by identifying an existing hierarchy that provides state and information to the new elements in the configuration, create a Source definition that uses the Business element as the Source Root.

    Business is a hierarchy resulting from a Remedy ARS adapter integration. It provides trouble ticket information to the new configuration elements based on a simple name join.

    Browse for Element Dialog Box
  8. Use the default join rule to link state information to structure elements using a simple name match.

    This definition allows state and property information to be available for any new elements found when the configuration searches for dependencies.

  9. To define Generation and Correlation policy rules to further define how the configuration is generated and elements are correlated:

    1. To specify that Structures define the elements in the new configuration and Source data provide state, retain all the generation defaults, but do not select any Generation policy options.

    2. To match all elements and sources, retain the default Static Match selection in Correlation policies.

      Those objects that are matched are included in the new configuration tree.

  10. Click Save to save configuration settings.

  11. Click Generate to generate the new tree.

    The new hierarchy is built under the CMDB Services With Problem Tickets element in the Operations Center Services hierarchy:

    CMDB Services with Problem Tickets Element in the Tree
  12. Use the Alarms tab to review problem tickets for the appropriate elements.

  13. After the configuration is run and results are verified, create a schedule for the generation of the service configuration on a routine basis.

    Schedule this configuration to generate every five minutes as problem management is always an immediate requirement.