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 clusters of incoming incidents

The Real-time incident correlation dashboard displays new incoming incidents as clusters based on the user-configurable grouping fields, text fields, and sliding time windows. The dashboard automatically refreshes every minute.

Each tile on the dashboard represents a cluster. The ranking of tiles can go up or down after each refresh. The clusters that have a major incident or a possible major incident are marked in the dashboard as shown in the following image:

Before you begin

Make sure that the BMC Helix ITSM administrator has provided the required permissions to work with incidents.

To search by cluster name

To search for a cluster, start typing the cluster name in the search box on the Real-time incident correlation dashboard.

The application displays clusters with name that match or partially match the search text. If you press the Enter key or click the search button after an initial search, this action does not trigger a new search unless the search text is updated.

To view and manage incident relationships

Drill down into a cluster to view the duplicate and parent incidents. You can relate multiple incidents as duplicates of a single parent incident.

ITSM Insights retrieves the relationship between incidents from BMC Helix ITSM: Smart IT. When you add or remove a relationship in BMC Helix ITSM: Smart IT, the same is updated in ITSM Insights as well.

  1. Click the cluster name.
    The incidents in the cluster are displayed in a tabular format.
    By default, the Hide Duplicates checkbox is selected and the duplicate incidents are not displayed.  

    If you want to view the duplicate incidents in a cluster, clear the Hide duplicates check box.
  2. In the Relationships column, depending on whether the incident is a parent or a duplicate, click Show duplicates or Show parent to see the related incidents.  
    • Show duplicate: Displays the duplicate incidents in a separate window. From here, you can also change the parent incident or remove the parent relationship

    • Show parent: Launches Smart IT to display the parent incident.

To change parent and remove parent relationships

Click Show duplicates to see the related incidents. 

  • To change the parent incident, select one or more incidents and click Change parent. Select a new parent incident and click Continue to save the changes.

    Click Save in the resulting dialog box to change the parent incident.


  • To remove the association with a parent incident, select one or more incidents, and click Remove relationship. In the resulting dialog box, click Save.



To relate incidents as duplicates of a parent ticket

  1. Select the incidents from the table. 

    Important

    The first incident of the cluster is indicated by if the incident is not related to any duplicates.

    When an incident is associated as a parent in ITSM Insights or Smart IT, it is indicated by.

  2. Click Manage Parent/Duplicate.
    A list of incidents that can be associated as parents is displayed. 
    The first incident of the cluster is indicated as the recommended parent. If an incident is already associated as an original in Smart IT, it is indicated as a parent. 

    Important

    Any parent incident that is in Closed or Resolved status is not displayed.


  3. Select a parent incident.
  4. Click Yes in the Mark as duplicate dialog box.
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