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 view and manage incident relationships
Drill down into a cluster to view the duplicate and parent incidents. You can relate multiple incidents as duplicates of a single parent incident.
ITSM Insights retrieves the relationship between incidents from BMC Helix ITSM: Smart IT. When you add or remove a relationship in BMC Helix ITSM: Smart IT, the same is updated in ITSM Insights as well.
- Click the cluster name.
The incidents in the cluster are displayed in a tabular format.
If you want to view only the duplicate incidents in a cluster, select the Show duplicates check box. - In the Relationships column, depending on whether the incident is a parent or a duplicate, click Show duplicate or Show parent to see the related incidents.
Show duplicate: Displays the duplicate incidents in a separate window.
- Show parent: Launches Smart IT to display the parent incident.
- To relate incidents as duplicates of a parent ticket:
Select the incidents from the table.
Important
The first incident of the cluster is indicated by
if the incident is not related to any duplicates. When an incident is associated as a parent in ITSM Insights or Smart IT, it is indicated by
.Click Manage Parent/Duplicate.
A list of incidents that can be associated as parents is displayed.
The first incident of the cluster is indicated as the recommended parent. If an incident is already associated as an original in Smart IT, it is indicated as a parent.
- Select a parent incident.
- Click Yes in the Mark as duplicate dialog box.