Performing ML-based root cause isolation of an impacted service

As an operator, you can view the service details and perform ML-based root cause isolation of the impacted services. 

To view the details of a service

1. In the BMC Helix AIOps, do one of the following actions to view the service details page:
   
   • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
   • Click Entities and on the Services page, click an individual service tile.
     
     
     
     
     • Service name, severity, incident ID associated with the service, service impact score in percentage, and the date and time when the service was last updated.
     • Top 3 impacted entities (business services) that are associated with the service. In this example, Banking Zone Service the impacted business service associated with the Banking Core Servers service.
     • Pie chart displaying the count of open events impacting the service. The events are categorized by event status. The pie chart does not consider the INFO and OK events while displaying the event count. You can click the pie chart to view the list of all impacting events.
     • Health score for the selected time range. Hover over a time slot to view the health score. For more information, see Service health score, impact score, and metrics.
     • Legends to indicate incidents, events, and change requests on the health timeline. Hover over an event, incident, or change request to view the details. For more information, see Total incident count and mean time to resolve (MTTR) indicators for a reliable incidence-response process. The health timeline does not display the INFO and OK events.

To view the ML-based root causes of an impacted service

1. In the BMC Helix AIOps, do one of the following to view the root causes of an impacted service:
   
   • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
   • Click Entities and on the Services page, click an individual service tile.
     Service details page appears. 
2. To view the causal event details by causal nodes or situations, in the Root Cause Isolation tab, click View By and select one of the following options:
   • Causal Nodes: Displays the top 3 causal nodes impacting the service. Click a causal node and perform the following actions to view the event and change request details:
     
     • To view the event details:
     1. • Click Events to view top causal events. 

        • Hover over the score to view the score calculation details for the event.

        • Click on an event to view event details.

          Performance View tab for event details

          Performance View tab displays only for an alarm class event. It contains the time-series data collected from key attributes of the causal events.

     • To view the change details:
       • Select Changes to view top three change requests.
       • Hover-over the score to view the score calculation details for the change.
       • Click on a change to view change details.

     View all events or all changes

     • Click Show all events or Show all changes link to view all events or all changes for a particular causal node.
     • You can switch back to view only the top events or top changes, by clicking the Show top causal events or Show top causal changes link.

   • Situations: Displays the top 3 situations impacting the service. Click a situation to view the associated events. Click an event to view its details.  

     Launch the situation details page on the Situations tab

     Optionally, you can click theicon to launch the situation details page on the Situations tab. For more information, see Investigating ML-based situations.

3. Click CI Topology to view the topological map of the service CIs and view the node details.
   • From the map, select any node to view the node details.                                                                                                    
   • (Optional) Change the topology hierarchy, enable or disable aggregation by CI Kind, and modify the advanced filter to control the view of topology map.                                                                        
   • (Optional) Use the various display options to zoom in/out, drag, and center align the topology map.                                                  
4. Click Service Hierarchy to view the service the node details of parent and child services.                                                                                                   
5. Click Metrics to view the metrics chart for the top attributes of the causal node. If there are more than three metrics, only the top three trending metrics are displayed.
   Based on the metric data and its trend, you can take action to resolve the issue. For more information, see Service health score, impact score, and metrics.