Ticket clustering use case

Support tools that are used for creating various types of tickets (requests, incidents, problems, and so on) allow users to categorize the ticket, however more often that we would think, users either select the incorrect category or select the other/miscellaneous category.

When your users do not select an appropriate category, or select an incorrect category, it leads to a phenomenal amount of investment of time and personnel resources into re-categorizing these tickets.

TrueSight Intelligence enables you to define parameters that are used to automatically create clusters of events using advanced data analytics methods. Specify the app and event type that you want to cluster along with the time range that needs to be taken into consideration, and select the field whose value needs to be scanner for similarities. Select a value to define the minimum number of matching items required to create a cluster.

The goal

The IT manager should be able to view distinctive categories of tickets even if customers do not select the same.

The workflow

Set up data collection

Configure collection of data from your ticketing software, such as BMC Remedy Action Request System. This data will be available in the form of events. For more information, see Viewing abnormality and MVGD events.

Define parameters used to automatically create clusters
Analyze the clusters

TrueSight Intelligence uses textual analysis to create event clusters based on the number of clusters you specified while creating the job.

The benefits

TrueSight Intelligence performs textual analysis and creates event clusters based on the specified event field. The clusters assist you with determining the next steps required to optimize your service desk operations. You can also use the clusters to determine the correct teams that need to be working on them, and create new categories useful for users.


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