Configuring one-time job settings for proactive problem management

As a problem coordinator, you can configure one-time clustering jobs for proactive problem management and run these jobs. You can create a maximum of three jobs.

To create a one-time job

1. On the Proactive problem management settings page, click Create one-time job. 
2. In the General section, enter a job name. 
   
3. Select the language for the incident text processing. Even though your incident text contains mixed language, pre-processing is done on the basis of the selected language.

4. In the Data Set section, you can query the data fields. Select the fields on which you want to create clusters. 
   
   To also view the required system fields, select the Show system fields check box.

   Important

   The following system fields cannot be removed: Submit Date, Status, Instance ID, Summary (Description), Incident Number, Calculated priority (Priority), Reported Date, Last Resolved Date, Total Time Spent, and Resolution category 1 (Resolution Category).

5. You can apply filters on the fields to further refine your data set. 

   Searching for a string without a wildcard (%) is not supported in a filter that has a text field. We recommend using a wildcard (%) for a search in such filters.

   

6. In the Data range section, specify the date range that the job should use to search incident data. The Date range date field is the date field that is used to search for incidents within the defined data range.
   
   
7. In the Create clusters section, specify the parameters by which the data is to be grouped. 
   
   1. For the first level of grouping, select from one of the data fields. If you select Machine learning, you cannot select the second level grouping. 
   2. For the second level of groupings, you can select Machine learning or another set of data fields (excluding the data field already selected in level 1 grouping). 

   3. If you have selected Machine learning, you can specify the text fields to be clustered, but Summary is the default text field that is used. 

      Important

      If you have not selected Machine learning in any of the Group by fields, then a clustering job is not run and incidents are grouped by the selected fields.

      

8. In the Advanced machine learning section, the Let the system set the number of clusters check box is selected b default. We recommend using this option rather than setting the number of clusters yourself.
   

9. You can upload custom stop words in the form of .txt file where each stop word is defined on a new line. Stop words are commonly used words that are ignored when the text is processed.
   Every time you upload a new file containing the updated stop words, it overrides the old file. 

   View the use of % in stop words

   The following table describes the usage of % in stop words:

   Incident summary	Stop word	Description
   ITSMInsights is running low on memory	ITSM%	Removes the stop word ITSM and the characters following it.  In this case, ITSMInsights is removed from the resulting cluster label.
   ITSMInsights is running low on memory	%Ins%	Removes the stop word Ins and the characters preceding and following it. In this case, ITSMInsights is removed from the resulting cluster label.
   ITSMInsights is running low on memory	%Insights	Removes the stop word Insights and the characters preceding it. In this case, ITSMInsights is removed from the resulting cluster label.

   Important

   Stop words are case-sensitive. We recommend matching the case of your stop word with that of the word in the description that you want to remove.

10. Click Run now.

The job configuration is saved. A job might take several minutes to complete, depending on the incident data to be processed. Refresh the jobs table to check if the job is completed. 

When the job run is completed, the jobs table displays job status in the Jobs table. If the job run was not successful, the Job message column displays the reason why the job failed. Once the job is successfully run, you can select it from the Jobs list in the dashboard to view the clusters.

To edit a recurrent job

To edit a recurrent job, click the edit icon in the Actions column. Make the necessary changes to the job.

The changes you have done will take effect in the next job run.

To delete a recurrent job

To delete a recurrent job, click the delete icon in the Actions column. When you delete a job, the job definitions, that is, the data fields and filters applied are also deleted. Also, all job runs associated with that job are deleted.