Ticket Report Helper App

 
The Ticket Report Helper App allows the user to create Report Bundles directly from BMC.  This feature can make it more convenient for IRM users to generate Report Bundles, and more importantly, allows non-IRM BMC users a way to generate these Bundles.  By using this tool, a BMC user can essentially create a Ticket Report Bundle Spec that is passed to IRM's Discovery Integration Service, which then uses it to generate a Report Bundle.
 
The feature is part of IRM's BMC integration, and therefore is available only from the BMC user interface.  There are other ways to generate Report Bundles from within IRM. 
 
The following is a brief overview of how the Helper App is used in context of other supporting features (note this is not a detailed use case scenario description, that is still to be done):
 
  • An IRM user creates two Ticket Report Bundle Templates using the Ticket Report Bundle Template Manager and Ticket Report Bundle Template Editor dialogs and names them "Bundle A" and "Bundle B".
     
  • In BMC, a BMC user creates a ticket, which automatically triggers the Discovery Integration Service to create a matching Ticket object in IRM.
     
  • In IRM, an IRM user adds MAC objects to the newly created Ticket.
  • The IRM user sets the default Report Bundle Template for the newly created Ticket as Bundle A (created in Step 1).
  • The IRM user makes various changes under one of the Ticket’s MACs .
  • The IRM user locks the MAC.
     
  • The Discovery Integration Service notices the locked MAC and uses the Ticket's default Report Bundle Template (Bundle A) to generate a Report Bundle.
  • DIS creates a Work Info record in BMC and attaches the Report Bundle to the Work Info record.
  • BMC user now wants to set "Bundle B" as the Report Bundle Template.
  • BMC user clicks on the Generate Report button in BMC, which opens a simple UI that allows the user to select a MAC from the Ticket’s list of MACs and a Ticket Report Bundle Template.
  • BMC user selects "Bundle B".
     
  • The Ticket Report Helper App creates a Ticket Report Bundle Specification and passes it back to DIS.
     
  • The Discovery Integration Service runs the report given by the Ticket Report Bundle Specification and puts the resulting Report Bundle onto a new Work Info record as an attachment.