Incident correlation
If your organization has a license of BMC Helix ITSM Insights, as a Service Desk manager, you can access the Real-time incident correlation workspace from Smart IT. This workspace enables you to view emerging issues in real time for a quick response. Also, this workspace provides agents an efficient way to formally relate multiple incidents to reduce duplicate work.
To access this workspace, click More > Workspaces > Real-time incident correlation in Smart IT.
The following video (2:00) illustrates how you can work with incident correlation in BMC Helix ITSM Insights.
Overview of the Real-time incident correlation dashboard
The Real-time incident correlation dashboard displays new incoming incidents as clusters represented on a grid. The dashboard automatically refreshes every three minutes. You can also use the refresh icon to refresh the dashboard manually at any time.
Each horizontal tile on the dashboard represents a cluster.
You can sort the clusters by the following characteristics:
- Average priority
- Number of incidents
If you have used custom priority values, the average priority is not calculated and the Real-time incident correlation dashboard is not rendered.
Inside a tile, you can view the following information by default:
- Name of the cluster
- Number of incidents—Indicates the total number of incidents grouped together in a cluster at a given point in time
- Trend line graph—Displays the historic growth of the number of incidents over the life-time of the cluster
- The time elapsed since the cluster was formed
- Average priority
- Location—Displays the locations if available
Drill-down view details
Click the cluster name to view more details of the cluster. The incidents in the cluster are displayed in a tabular format.
When you drill down into a cluster, you will see only those incidents that are assigned to the company and support groups to which you belong.
From the drill-down view, you can select multiple incidents and relate them as duplicates of an original ticket.
