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 three minutes.

Each tile on the dashboard represents a cluster. The ranking of tiles can go up or down after each refresh. 

Before you begin

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

To mark incidents as duplicates of an existing incident

1. Click the cluster name.
   The incidents in the cluster are displayed in a tabular format.
2. Select incidents from a cluster from the table. 
3. To relate the incidents as duplicates of an original ticket, click Add to original ticket. 
   The first incident of the cluster is listed as the recommended original and is indicated by the  icon. 
   
   
4. Select the original incident.
5. Click Yes in the Mark as original dialog box.