This documentation supports the 22.1 version of BMC Helix ITSM Insights.

To view an earlier version, select the version from the Product version menu.

Configuring additional stop words, number of jobs, and default number of clusters

As an administrator or a user with Problem config permission, you can configure the proactive problem management settings to specify additional stop words for a language and number of jobs. You can also specify the default number of clusters to be displayed in the heat map, and exclude fields from the data set before running a job.

You can configure the machine learning settings to specify additional stop words for a language. You can include stop words such as location name, site names, company name that appears in the incident text but might not be useful for clustering. When a problem coordinator selects a specific language while defining a job, the default stop words and additional stop words uploaded here or at the time of job definition is used during job processing.

Users who do not have Problem config permission cannot modify the proactive problem management settings.

To configure additional stop words

  1. In BMC Helix ITSM Insights, click the  icon.
    The Settings page is displayed.
  2. Navigate to Settings > Proactive problem management >  Configure machine learning.
    The Configure Machine Learning page is displayed.
  3. Select a language from the list. The language selected is used for processing incident data and stop words. 

    Important

    For this release, Russian and Korean languages are not supported.

  4. For the supported languages, BMC Helix ITSM Insights has a default stop words library. 
    Stop words are commonly used words that add little meaning and will be filtered while processing. Example of stop words: a, an, the, and, it.

  5. You can upload a text file that contains additional stop words for the selected language. 

  6. Select a file. In the file, define each stop word on a new line. Every time you upload a new file, it overrides the old file and the stop words in the new file are used.

     BMC Helix ITSM Insights has a built-in library of stop words for every supported language. The algorithm refers to the library and your preferred stop words while processing incident information.

    Important

    While generating cluster labels in the dashboard from the relevant incidents, the algorithm compares the incident description words with the stop word library. Therefore, the cluster labels do not contain words mentioned in the stop word library.

    • from
    • subject
    • re
    • edu
    • use
    • need
    • able
    • bmc
    • com
    • abc
    • however
    • ourselves
    • alone
    • us
    • would
    • already
    • most
    • off
    • back
    • and
    • none
    • because
    • where
    • first
    • it
    • nevertheless
    • too
    • each
    • whereupon
    • wherein
    • as
    • this
    • whatever
    • always
    • serious
    • then
    • ‘ve
    • not
    • he
    • them
    • n't
    • even
    • thru
    • anyway
    • above
    • eight
    • 'm
    • or
    • besides
    • hereby
    • than
    • during
    • being
    • never
    • therein
    • has
    • does
    • hereupon
    • whereafter
    • is
    • becomes
    • ca
    • get
    • seemed
    • nowhere
    • nobody
    • rather
    • whenever
    • yourselves
    • few
    • may
    • elsewhere
    • but
    • my
    • again
    • will
    • 're
    • more
    • once
    • 'm
    • otherwise
    • anything
    • various
    • had
    • together
    • within
    • via
    • are
    • fifty
    • afterwards
    • mine
    • how
    • many
    • thereupon
    • should
    • himself
    • everything
    • against
    • sixty
    • perhaps
    • although
    • 's
    • along
    • except
    • his
    • whether
    • anywhere
    • must
    • one
    • their
    • s'
    • for
    • no
    • someone
    • upon
    • meanwhile
    • might
    • here
    • namely
    • indeed
    • under
    • n‘t
    • almost
    • least
    • forty
    • we
    • everyone
    • toward
    • before
    • if
    • show
    • about
    • please
    • another
    • through
    • 've
    • to
    • unless
    • side
    • also
    • move
    • any
    • can
    • just
    • two
    • throughout
    • three
    • could
    • me
    • across
    • whence
    • else
    • five
    • amongst
    • mostly
    • wherever
    • four
    • hence
    • front
    • anyone
    • herself
    • whereby
    • somehow
    • whose
    • ever
    • go
    • was
    • themselves
    • since
    • when
    • noone
    • 's
    • with
    • same
    • did
    • n’t
    • per
    • yourself
    • am
    • become
    • beside
    • well
    • why
    • they
    • 'll
    • regarding
    • ours
    • her
    • give
    • our
    • made
    • ‘re
    • thereby
    • an
    • much
    • full
    • ten
    • take
    • 're
    • out
    • such
    • therefore
    • over
    • still
    • seem
    • 'd
    • former
    • latter
    • next
    • everywhere
    • ‘d
    • quite
    • becoming
    • amount
    • sometime
    • twenty
    • doing
    • last
    • name
    • ’ll
    • whom
    • these
    • every
    • latterly
    • make
    • seeming
    • among
    • part
    • that
    • twelve
    • either
    • of
    • myself
    • say
    • hundred
    • thereafter
    • those
    • at
    • you
    • down
    • several
    • herein
    • been
    • beyond
    • nine
    • him
    • towards
    • what
    • onto
    • do
    • both
    • sometimes
    • thence
    • moreover
    • the
    • due
    • beforehand
    • empty
    • fifteen
    • thus
    • anyhow
    • have
    • whereas
    • eleven
    • done
    • yours
    • she
    • your
    • whoever
    • who
    • only
    • own
    • somewhere
    • formerly
    • between
    • others
    • neither
    • below
    • up
    • its
    • hers
    • be
    • whither
    • were
    • into
    • yet
    • became
    • ‘m
    • less
    • until
    • all
    • see
    • used
    • seems
    • now
    • enough
    • often
    • call
    • without
    • on
    • a
    • something
    • further
    • put
    • though
    • after
    • while
    • bottom
    • six
    • nothing
    • hereafter
    • behind
    • which
    • very
    • so
    • top
    • using
    • whole
    • i
    • there
    • really
    • in
    • ’d
    • nor
    • third
    • cannot
    • around
    • itself
    • by
    • keep
    • other
    • ’ve
    • ‘ll
    • some


    The following table describes the usage of in stop words:

    Incident summaryStop wordDescription
    ITSMInsights is running low on memoryITSM%Removes the stop word ITSM and the characters following it.
    In this case, ITSMInsights is removed from the resulting cluster label.
    ITSMInsights is running low on memory%Ins%Removes the stop word Ins and the characters preceding and following it.
    In this case, ITSMInsights is removed from the resulting cluster label.
    ITSMInsights is running low on memory%InsightsRemoves the stop word Insights and the characters preceding it.
    In this case, ITSMInsights is removed from the resulting cluster label.

    Important

    Stop words are case-sensitive. We recommend matching the case of your stop word with that of the word in the description that you want to remove.


  7. Click Save.
    The stop words file is uploaded. 

To configure the maximum number of jobs

  1. In BMC Helix ITSM Insights, click the  icon.
    The Settings page is displayed.
  2. Navigate to Settings > Proactive problem management > Settings
  3. Specify the maximum number of jobs per user.
  4. Click Save.

To configure the default number of clusters in the heat map

Configure the number of clusters that you want to display in the heat map by default. You can specify any value between 5 and 50. You can use the Max number of clusters field in the heat map to increase or decrease the number of clusters.

  1. Navigate to  > Proactive problem management > Settings.


  2. In Default no. of clusters shown on heatmap, specify the number of clusters you want to display in the heat map by default.
  3. Click Save.

To exclude fields from a data set

As an administrator or a user with Problem config permission, you can exclude fields in a data set. The excluded fields will be unavailable for the users to include when creating and running jobs in the Proactive problem management workspace.

Important

  • If users have created jobs by using some fields before they were excluded, those jobs remain unaffected. However, when users try to edit those jobs, Proactive problem management displays the list of fields that are deleted from the job data set and prompts the users to save or run the job again to apply the changes.
  • Only the fields present in the exclusion list can be excluded from the data set. Submitter is the only system field that can be excluded from the data set.
  1. Navigate to  > Proactive problem management > Configure data set.
    The Configure data set page is displayed.
  2. From the list, select the fields that you want to exclude.
  3. Click Save
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