Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Incident correlation


Important
From July 2025 onwards, the Real-time incident correlation feature is not enabled by default for new customers onboarding BMC Helix ITSM. To activate this capability at no additional cost or license, contact BMC Support.

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.

icon_play.pnghttps://youtu.be/SP6Rebj_zJg

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. 

Billboard RTIC.png

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.

image-2024-12-23_15-38-13.png

 

 

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