Yep you nailed it. In IT2.0, using the BEM policy for level 2, if the CI is available it will be passed automatically to the correct CI field in Incident. From there, we use that CI reference to lookup and validate the CI in the CMDB. If found, the product categories will be returned and populated in the Resolution Product Category fields on the Incident. From there you not only have the ability to now route based on the "Supported By" definition with IT2.0 but you can also route based on the Resolution Product Categories and the Location of the CI with IT2.0 which are not options in the pre-IT2.0 release.
Thanks. Some further clarification please (i.e. lots of questions)
1.'if the CI is available......' How is it passed to the incident? Is there a mapping mechanism that says event slot 'x' should contain the CI? What CI attribute are we assumed to be mapping? The CI Name? In the Incident, the relationships are typically all defined under the covers via recon ids or instance ids etc. Is it as simple as suggested above and we just make sure a defined slot has a name in it which when 'pushed' to the Incident interface forms and so on, will be processed via workflow to set up a correctly related CI and correctly defined Incident? Is this new workflow that comes with the ITKT V2.x patch? Is the ability to provide a CI (or Service) during the iBRSD/ITKT V2 processing new??
2. Does the setting of Incident prod cats follow the same logic I've just outlined? i.e. assuming the above mechanism by which we nominate the CI, as well as relating the CI to the Incident, the enhanced workflow also sets the prod cats?
In BPPM event there is slot with name as “mc_smc_id” which has value of CI ReconId. Alternatively someone can also populate mc_smc_alias with CI alias value which the BPPM cell uses to populate mc_smc_id before propagating to IBRSD. This CI Recon_ID is then validated and used on the Incident Interface form to not only populate either the CI+ or Service CI field but also to look up the corresponding Product Categories which are mapped to the Resolution or Product Category fields respectively.
In a nutshell, simply pass the CI and the appropriate CI and Product Category fields are populated on the Incident as part of the integration. And yes this is new functionality introduced with IT2.0.
I had seen your discussion on "Maturity levels and Intelligent Ticketing" and still i have some doubts on this so please help me as i am new and want to achieve same at my client site.
Here are my questions :
1. 'if the CI is available......' ?, Do we have to publish or promote CMDB CI's in BPPM cell ? if not then what thw exact meaning of "If the CI is available" ?
2. I hope this is not related to service impact modeling ?
3. Could you pls share some custom document to achieve this if yes pls share on my email firstname.lastname@example.org