Configuring the recurrent job settings for proactive problem management

As a problem coordinator, you can configure recurrent clustering jobs for proactive problem management based on the specific requirements of your organization. You can create a maximum of three recurrent jobs.

To create a recurrent job

Click Manage Job.
On the Proactive problem management settings page, click Create recurrent job.
In the General section, enter a job name.
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.
In the Data Set section, you can specify the data fields on which you can create clusters and filter data. Select the fields on which you want to create clusters.

To also view the required system fields, select the Show fields required by the system check box. Except for Submitter, all other system fields cannot be removed. Some fields may be hidden from the data set by your admin to comply with privacy regulations.
Tip
The fields that appear in BMC Helix ITSM display their field labels, system names (in brackets), and often display their additional description (in English only) in the data set. Therefore, when you choose amongst similar fields in the data set for creating clusters, we recommend you select the field that displays its label, system name and description. For example, while choosing between CI and CI(HPD_CI), we recommend you select CI(HPD_CI) because it displays the CI label, HPD_CI system name and its description as
.
You can specify filters on the fields to further refine your data set.
Important
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.
In the Schedule section, you can toggle to enable or disable the scheduled job run. You can configure a maximum of three recurrent jobs.
- Specify how often the job needs to run: daily, monthly, or weekly. The default value is monthly.
- For a weekly job, specify the day of the week on which the job should run. By default, this value is Monday.
- For a monthly job, specify the day of the month on which the job should run and select every n month to indicate frequency of the job run. For example, if you select 2, it means that the job is to be run every two months.
- Specify the date from which the job is to be run. You can also specify an end date or leave it blank.
- Specify the look back period. Look back time period is the period used to search for incident data for a job run. For example, a look back period of one month means that the job uses a month's data until the day the job is run.
- Select Look back date field, which is the date field that is used to search for incidents within the look back time period.
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 grouping, 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 that will be clustered. Summary is the default text field used for clustering. If more than one text field is provided, these fields are concatenated into one field.
  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.
In the Advanced machine learning section, you can specify the number of clusters. To allow the system to set the number of clusters, click the Let the system set the number of clusters check box.

You can upload custom stop words in a .txt file, where each stop word is defined on a new line. Every time you upload a new file, it overrides the old file and the stop words in the new file are used.
BMC Helix ITSM Insightshas a built-in library of stop words for every supported language. The algorithm refers to the library and your preferred stop words while processing incident information.

Important

While generating cluster labels in the dashboard from the relevant incidents, the algorithm compares the incident description words with the stop word library. Therefore, the cluster labels do not contain words mentioned in the stop word library.

View stop words of English locale

from
subject
re
edu
use
need
able
bmc
com
abc
however
ourselves
alone
us
would
already
most
off
back
and
none
because
where
first
it
nevertheless
too
each
whereupon
wherein
as
this
whatever
always
serious
then
‘ve
not
he
them
n't
even
thru
anyway
above
eight
'm
or
besides
hereby
than
during
being
never
therein
has
does
hereupon
whereafter
is
becomes
ca
get
seemed
nowhere
nobody
rather
whenever
yourselves
few
may
elsewhere
but
my
again
will
're
more
once
'm
otherwise
anything
various
had
together
within
via
are
fifty
afterwards
mine
how
many
thereupon
should
himself
everything
against
sixty
perhaps
although
's
along
except
his
whether
anywhere
must
one
their
s'
for
no
someone
upon
meanwhile
might
here
namely
indeed
under
n‘t
almost
least
forty
we
everyone
toward
before
if
show
about
please
another
through
've
to
unless
side
also
move
any
can
just
two
throughout
three
could
me
across
whence
else
five
amongst
mostly
wherever
four
hence
front
anyone
herself
whereby
somehow
whose
ever
go
was
themselves
since
when
noone
's
with
same
did
n’t
per
yourself
am
become
beside
well
why
they
'll
regarding
ours
her
give
our
made
‘re
thereby
an
much
full
ten
take
're
out
such
therefore
over
still
seem
'd
former
latter
next
everywhere
‘d
quite
becoming
amount
sometime
twenty
doing
last
name
’ll
whom
these
every
latterly
make
seeming
among
part
that
twelve
either
of
myself
say
hundred
thereafter
those
at
you
down
several
herein
been
beyond
nine
him
towards
what
onto
do
both
sometimes
thence
moreover
the
due
beforehand
empty
fifteen
thus
anyhow
have
whereas
eleven
done
yours
she
your
whoever
who
only
own
somewhere
formerly
between
others
neither
below
up
its
hers
be
whither
were
into
yet
became
‘m
less
until
all
see
used
seems
now
enough
often
call
without
on
a
something
further
put
though
after
while
bottom
six
nothing
hereafter
behind
which
very
so
top
using
whole
i
there
really
in
’d
nor
third
cannot
around
itself
by
keep
other
’ve
‘ll
some

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

If you create incidents with custom priority value after creating a recurrent job, you must save the job again.
If you configure custom priority values after creating a recurring job, the relevant clusters may not appear in the Proactive problem management dashboard. Therefore, we recommend you edit and rerun the existing recurrent jobs after you configure custom priority values.

Click Save.

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. If multiple problem coordinators schedule jobs to be run at the same time, the jobs might get queued.

When the job run is completed, the jobs table displays the job status in the Jobs table. If the job run was not successful, the Last 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.

Important

Depending on number of records or incidents and the kind of incident data, the number of clusters on the dashboard could be less than the number you have specified.
Running a job multiple times with the same parameters may generate a different number of clusters. You may notice a slight difference in the number of clusters generated under the following conditions:
- When you use Group by fields and let the system generate the ideal number of clusters.
- When you use Group by fields and provide a cluster value.
The algorithm groups incidents that have similar words in their description and avoids generating one-word cluster labels in the dashboard. Therefore, if an incident has a one-word description, the algorithm finds an existing cluster that has incidents with that word in its description sentence and adds the incident to that cluster.

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 scheduled job.

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.

Configuring the recurrent job settings for proactive problem management

To create a recurrent job

To edit a recurrent job

To delete a recurrent job

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