Configuring incident noise reduction for selected services in BMC Helix AIOps

Important

The features and enhancements in this topic are under controlled availability to select customers.

When you enable Proactive Service Resolution, incidents are automatically created BMC Helix ITSM for events that match the trigger conditions in the solution. If using BMC Helix AIOps, multiple incidents get created for various events even if they are correlated into an ML-based situation. This leads to a significant increase in the number of incidents BMC Helix ITSM, causing incident noise.

When you enable the Incident Noise Reduction option, a single incident is created for the situation. This consolidation significantly reduces noise and improves mean-time-to-resolution (MTTR).

By default, when incident noise reduction is enabled, it applies to all services and situations in BMC Helix AIOps. The steps in this section help you specify selected services for incident noise reduction.

To enable incident noise reduction for selected services

Perform the following steps to specify the services for which you want to enable incident noise reduction:

Obtain a list of service IDs of the services:

1. Log in to the BMC Helix AIOps console.
2. Click Services and then click the service for which you want to enable noise reduction.
3. Copy the service key from the URL in the browser.
Obtain the situation-config-id by using the following REST API:
REST API URL: GET https:///aiops-config/api/v1.0/situation_configurations/search
Request
curl -L 'https://<tenant-base-url>/aiops-config/api/v1.0/situation_configurations/search' \
-H 'Accept: application/json, text/plain, */*' \
-H 'Accept-Language: en-US,en;q=0.9' \
-H 'Connection: keep-alive' \
-H 'Content-Type: application/json' \
-H 'Authorization: Bearer <jwt>' \
-d '{}'
The "situations[0].id" denotes the value of the situation-config-id. Note that you also require the value specified for the show_policy_based_situations parameter. In the following sample response, the value for the id parameter, "3d982a8f-****-****-****-fe653fe28c42" is the situation config ID, and the value for the show_policy_based_situations parameter is true.
Response
{
   "statusMsg": "Situation configuration list retrieved successfully.",
   "totalRecords": 1,
   "situations": [
        {
           "tenantId": "1450****78",
           "id": "3d982a8f-****-****-****-fe653fe28c42",
           "name": "ruw3m21fUc",
           "description": "ml_situation_config_description",
           "configuration": {
               "merge_window": "5",
               "correlation_window": "15",
               "incident_filter_type": "include",
               "incident_service_key_list": "",
               "incident_service_key_list ": "l72W0nXzF6************VZLxOauaUG",
               "offline_fingerprint_interval": "1440",
               "show_policy_based_situations": "true",
               "master_situation_supported_kind": "NetworkInterface,Database,Host",
               "situation_count_mismatch_interval": "16",
               "primary_situation_within_hierarchy": "true",
               "fingerprint_idle_interval_for_expiry": "43200"
            },
           "enable": true,
           "createdTime": 1668081892750,
           "modifiedTime": 1728549469398,
           "createdBy": "292554360803882"
        }
    ]
}

Use the following REST API to specify the services:
REST API URL: PUT https://<tenant-base-url>/aiops-config/api/v1.0/situation_configurations/<situation-config-id>

curl -L -X PUT 'https://<tenant-base-url>/aiops-config/api/v1.0/situation_configurations/<situation-config-id>' \
-H 'Accept: application/json, text/plain, */*' \
-H 'Authorization: Bearer <jwt>' \
-H 'Connection: keep-alive' \
-H 'Content-Type: application/json' \
-d '{"name":"ml_situation_config","description":"ml_situation_config_description","enable":true,"configuration":{ "show_policy_based_situations": true,"incident_filter_type":"include","incident_service_key_list":"l72W0nXzF6ZFWcjiCK8g_cVZLxOauaUG,l72W0nXzF6ZFWcjiCK8g_cVZLxOauaU1"}}'

Parameter name	Description	Required
incident_service_key_list	Specifies a comma-separated list of service keys for all services obtained in step 1. Example: "l72W0nXzF6ZFWcjiCK8g_cVZLxOauaUG,l72W0nXzF6ZFWcjiCK8g_cVZLxOauaU1".	Yes
incident_filter_type	Specify include to enable noise reduction for the service keys.	Yes
show_policy_based_situations	Specify the value of the parameter as obtained from step 2. Example: "show_policy_based_situations": "true"	Yes

After you perform these steps, incident noise reduction is enabled only for the specified services. When any of these services are impacted, incidents are not created until ML-based situations are created for the events affecting the service. For all other services, an incident will be created for the impacting events eligible based on the event policy.

Configuring incident noise reduction for selected services in BMC Helix AIOps

To enable incident noise reduction for selected services

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