Investigating ML-based situations

As a tenant administrator, operator, or site reliability engineer (SREs), you can view and investigate situations and perform additional event actions based on the role assigned to you:

  • View AI-generated ML-based situation summary, situation root cause symptom and description
  • Close all ML-based situations
  • View incidents in BMC Helix IT Service Management – SmartIT
  • Remediate open or assigned events (requires enabling the Intelligent Automations feature)


Related topics

Investigating policy-based situations Open link

Remediating events for services and situations

FAQ

Situation summary based on natural language processing (NLP)

Because every situation is unique, to help service operators and SREs understand the context and cause behind the event correlation, BMC Helix AIOps provides a human-readable text summary based on the natural language processing (NLP) analysis. If the summary is not enabled for your tenant, contact BMC Support.

To view and investigate a situation

  1. On the BMC Helix AIOps console, click Situations.
    By default, you can see All Situations in the hierarchical view. You can change it to a list or tile view.
  2. Click a situation to view the following details:
    • Situation name, severity, incident ID (if available), status, and last modification date.
      For ML-based situations, the impacted service name is also displayed with a link.

      • (Optional) Click the link to open the service details page.

      • (Optional) Click the Incident ID link to view the incident in BMC Helix IT Service Management – SmartIT.

      • Action menu to perform actions on situations
    • Situation highlight to show the number of events from the top three impacted hosts.


  3. (Optional) Expand the Similar Situations section to analyze the pattern and trend of similar situations associated with the same service node.
    This section is displayed only if at least two occurrences of similar situations are identified within a 24 hours window. This section is not displayed for a primary situation.
    1. Click the Aggregated View to view the number of occurrences against the day of the week. The day of the week is represented on the Y-axis and the hourly time slot for 24 hours is represented on the X-axis. This view is seen only if there are situations available for more than one week. The situations are grouped by the day of the week from Sunday to Saturday.
    2. Click the Detailed View to view the number of occurrences against day and date for the last 30 days. The day and date is represented on the Y-axis and the hourly time slot for 24 hours is represented on the X-axis. This view is seen even if the data is available for a single day. This view captures data between the first occurrence date and the most recent occurrence date for the last 30 days. 
    3. Click Show More to view additional situation details such as time of occurrence, number of related events, type, severity, priority, status, and incident ID. Clicking the Incident ID link opens the incident in BMC Helix IT Service Management – SmartIT. 
    4. (Optional) Click the action menu to perform event actions for a situation.

      Important

      All events except the alarm type events can be closed. You can close a situation even if the incident created for the situation is not closed.





  4. (Optional) In the Situation events section, click the column selector to customize the columns that appear here and clear the columns that you do not want to appear.
    Only selected columns are displayed. You can also drag and drop the columns to rearrange them based on your requirement. 
  5. (Optional) Change the View Type to either Flat or Hierarchical.
    The flat view type is selected by default, where the events are listed in a sequence. A hierarchical view groups events within events based on event signatures to give a better organized presentation of events as shown in the following image:

    If the Intelligent Automations feature is enabled:



  6. (Optional) Expand the Situation events section and do the following actions:
    • Select List view to view additional event details and perform event operations. Do the following actions:

      Options to customize the List view

      • Use the column selector to customize the columns and make it appear or disappear from the view.
        Only selected columns are displayed. You can also drag and drop the columns to rearrange them based on your requirement. 
      • Change the View Type to either Flat or Hierarchical.
        The flat view type is selected by default, where the events are listed in a sequence. A hierarchical view groups events within events based on event signatures to give a better organized presentation of events.


      1. Click an event message to view the Event Details pane with the following details:
        • Event name, event score, severity, priority, status, and the More Details button to open the event details page in BMC Helix Operations Management. 
        • Event assignee details.
        • Date when the event first occurred or was last modified.
        • Event summary showing the Class, Incident ID, Object Class, Object, and Host. Clicking the Incident ID link opens the incident in BMC Helix IT Service Management – SmartIT. 
          For more information about Classes and Objects, see EVENT base event class. Open link .
        • Logs and notes history: All logs and notes for an event are displayed.
          • Enter a note in the text box and click Add Note to add any additional notes related to the event. 
            Any note added for the event is reflected for the event in BMC Helix Operations Management.
        • Performance View tab: If the slot value for the event class is Alarm, the tab displays the time-series data collected from key the attributes of the causal events of ML-based situations.

      2. Click the action menu to perform event actions.
  7. (Optional) Expand the Related Situations section.
    By default, this section remains expanded for a primary situation.
    1. Identify the root-cause situation and analyze the attributes such as time of occurrence, number of similar situations, number of related events, type, severity, priority, status, and incident ID. Clicking the Incident ID link opens the incident in BMC Helix IT Service Management – SmartIT. 
      • The (Primary Situation) icon under the Type column represents a group of stabilized or saturated ML-based situations
      • The (Root-Cause) icon before the Situation name represents the root-cause situation among the list of all correlated situations.
    2. (Optional) Click the action menu to perform actions for a situation.

Situation or event actions

 The event actions are available based on user role. The following table describes the actions you can perform on situations or events. For more information about the impact of actions on an event, see Performing event operations Open link  in the BMC Helix Operations Management online documentation. 

Situation actions
Event actions

 

ActionDescription

Action

Description
Acknowledge SituationRecognizes the existence as an open situation. This operation changes the situation status from Open to Acknowledged.

Acknowledge Event

Recognizes the existence of an open event. This operation changes the event status from Open to Acknowledged.
Assign SituationAssigns ownership of an open, acknowledged, or assigned situation to yourself or another person in the same account. This operation changes the situation status from Open or Acknowledged to Assigned, and the situation owner is updated with the selected user. If the situation status is Assigned, only the ownership changes to the selected user.

Assign Event

Assigns ownership of an open, acknowledged, or assigned event to yourself or another person in the same account. This operation changes the event status from Open or Acknowledged to Assigned, and the event owner is updated with the selected user. If the event status is Assigned, only the ownership changes to the selected user.
Close Situation

Disables any further operations on the situation. Closed situations are not considered for determining the status of a device. You can close situations with Open, Assigned, and Acknowledged statuses only.

Close Event

Disables any further event operations on the event. Closed events are not considered for determining the status of a device.

You can close events with Open, Assigned, and Acknowledged statuses only.

Decline OwnershipRemoves ownership of a situation in the assigned state. This operation changes the situation status to Acknowledged.Decline OwnershipRemoves ownership of an event in the assigned state. This operation changes the event status to Acknowledged.
Set Situation PriorityAssigns a priority level to the situation.Set Event PriorityAssigns a priority level to the event.
Take OwnershipAssigns ownership of Open or Acknowledged situation to yourself.Take OwnershipAssigns ownership of Open or Acknowledged event to yourself.
Unacknowledge Situation Changes a previously Acknowledged situation back to the Open state.Unacknowledge EventChanges a previously Acknowledged event back to the Open state.
Add Notes

Add notes against the situation.

Add NotesAdd notes against the event.

Create Automation

Launches the Create Automation Policy page in  BMC Helix Intelligent Automation to enable tenant administrators to create an automation policy.

Requires the Intelligent Automations feature to be enabled from the Manage Product Features page under Configurations.

Create Automation

Launches the Create Automation Policy page in  BMC Helix Intelligent Automation to enable tenant administrators to create an automation policy.

Requires the Intelligent Automations feature to be enabled from the Manage Product Features page under Configurations.

Request Automation

Displays the Request Automation dialog box. 

Requires the Intelligent Automations feature to be enabled from the Manage Product Features page under Configurations.

Request Automation

Displays the Request Automation dialog box. 

Requires the Intelligent Automations feature to be enabled from the Manage Product Features page under Configurations.

Trigger Automation

Displays the Run Automation dialog box that you can use to run automations for remediating the event. 

Requires the Intelligent Automations feature to be enabled from the Manage Product Features page under Configurations.

Trigger Automation

Displays the Run Automation dialog box that you can use to run automations for remediating the event. 

Requires the Intelligent Automations feature to be enabled from the Manage Product Features page under Configurations.

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