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.

Identifying and correlating incidents that refer to the same issue

The primary goal of the incident management process, according to ITIL standards, is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained. 

As a Service Desk manager, you can perform the following actions from the Real-time incident correlation workspace:

  • Analyze incoming incidents for similarity
  • View the emerging hotspots
  • Identify and track incidents that refer to same issue
  • Relate multiple incidents as duplicates

In this section, you will learn about:

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