APM Indicators for Incident, Problem and Change: Business Application Breakdown

[Mathew Hillyard]

I have an issue with setting up APM Indicators and collecting data around ITSM records. The APM Indicators related to Incident, Problem and Change (IPC) collect data from existing PA Indicators, for example, 

Application Portfolio Management > Application Indicators > Number of Incidents

The Indicator is Number of New Incidents, an existing PA Indicator. When activating APM, a new Breakdown is added to this, based on Business Application (an APM table). So for Incident, for example, the Facts table is incident and the field is cmdb_ci_business_app.

However, This field is neither on any of the IPC forms OOTB, nor does any functionality in the platform appear to populate the Business application field on an IPC record. This means that the Application 360 > Workload tab will display no results. 

The APM Implementation NowLearning course states in the section on APM and ITSM integration (I quote)

"In order for base system indicators to work, you should use the application service records when making these associations, NOT the business application records".

I have tried this in a PDI - OOTB nothing on an IPC record will populate the Business application field and the PA collection jobs return no results. If I add the field to the form and enter a Business application manually, then run the PA collection jobs, scores are calculated 

I can also find no information about this specific issue within NowLearning, the Community, Developer, Docs or any of the relevant YouTube videos. Am I missing something vital here?

[Mathew Hillyard]

Just to update this thread, it seems that the Breakdown Mappings for the APM Indicators "Number of Incidents via Service" and "Number of Changes via Service" have been modified in the baseline in the Vancouver release to calculate values from the Impacted Business Application [task_cmdb_ci_business_app] table, so this has in effect been fixed. Great news! Link

For Problem Management, because Impacted Services aren't calculated OOTB, if you want to get the APM Problem indicator to work using Impacted Business Application, then you will need to customise the breakdown mapping script - however this is a very simple change, you can just copy/paste the script linked to the breakdown mapping for the "Number of Incidents via Service" Indicator.