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Performing probable cause analysis

As an operator user or a user with required permissions, you can perform the following tasks: 

  • View service details
  • Perform probable cause analysis
  • View CI topology
  • View service hierarchy
  • View the top metrics from causal nodes


Related topics

Roles-and-permissions

Services and service topology

Service-health-score-impact-score-and-metrics

Probable-cause-analysis-PCA

Service-Modeling

To view the details of a service

  1. In the BMC Helix AIOps console, do one of the following actions to view the service details page:

    • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
    • Click Entities and on the Services page, click an individual service tile.
      monitor_service_health_details.gif
      • Service name, severity, service impact score in percentage, health score of the service, and the date and time when the service was last updated.
      • Top 3 impacted entities that are associated with the service. In this example, Bogey-systemis the impacted business service associated with the TrainsApp Health Service service.
      • Impacting events as a pie chart displaying the count of open events impacting the service. The events are categorized by event status. The pie chart does not consider the INFO and OK events while displaying the event count. Click on the event count to view the list of all impacting events.
      • Health Timeline as equally distributed Health Score slot values and time range dropdown. Hover over a time slot to view the health score. For more information, see Service-health-score-impact-score-and-metrics.
      • Legends to indicate incidents, events, and change requests on the health timeline. Hover over an event, incident, or change request to view the details. For more information, see Total-incident-count-and-mean-time-to-resolve-MTTR-indicators-for-a-reliable-incidence-response-process. The health timeline does not display the INFO and OK events.

To view the probable causes of an impacted service

  1. Do one of the following to view the probable causes of an impacted service:

    • Click the Overview tab, and from the Services widget, click any of the impacted services whose details you want to view.
    • Click Entities and on the Services page, click an individual service tile.
  2. On the individual service page, click Probable Cause.
  3. From the Causal Nodes (% Probability), select a causal node to view the top causal events and changes for that node.
  4. Do one of the following to view the event or change request details:
    • To view the events and event details:
      1. Click Events to view top causal events. 
      2. Hover over the score to view the score calculation details for the event.
      3. Click on an event message link to view event details.

      4. Click More Details to open the event details page in BMC Helix Operations Management console. 

        Additional tabs for event details

        - Related Events tab displays only for a primary event. It contains correlation event details, such as event message, the impacted host, occurrence, severity, priority, and status.

        - Performance View tab displays only for an alarm class event. It contains the time-series data collected from key attributes of the causal events.

        View all events or all changes

        - Click Show all events or Show all changes link to view all events or all changes for a particular causal node.

        - You can switch back to view only the top events or top changes, by clicking the Show top causal events or Show top causal changes link.

    • To view the change requests and details:
      1. Select Changes to view top three change requests.
      2. Hover-over the score to view the score calculation details for the change.
      3. View the change request details.
  5. Click CI Topology to view the topological map of the service CIs and view the node details.
    • From the map, select any node to view the node details. ci_topology_node_details.gif
    • (Optional) Change the topology hierarchy, enable or disable aggregation by CI Kind, and modify the advanced filter to control the view of topology map. ci_topology_view_options.gif
    • (Optional) Use the various display options to zoom in/out, drag, and center align the topology map. ci_topology_display_options.gif
  6. Click Service Hierarchy to view the service the node details of parent and child services.                          service_hierarchy.gif
  7. Click Metrics to view the metrics chart for the top attributes of the causal node. If there are more than three metrics, only the top three trending metrics are displayed.
    Based on the metric data and its trend, you can take action to resolve the issue. For more information, see Service-health-score-impact-score-and-metrics. e2e_metrics.png




 

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