Identifying and tracking multiple incidents for the same issue
This use case enables Service Desk managers and agents to correlate incoming incident tickets that refer to the same issue. Service Desk managers and agents can use an efficient way to relate these incidents to streamline incident management and reduce duplicate work.
Scenario
After an outage of Skype across various divisions of Calbro, the Service Desk has been receiving multiple incidents where users reported that they are unable to connect to Skype. Susan, the Service Desk Manager, is worried that multiple agents will work on the same issue, as agents rely on informal communication to identify when more than one person is experiencing the same issue. Also, Susan realizes that after an incident flood, agents need to spend lot of time and effort to manually relate incidents as duplicates.
Susan uses the Real-time incident correlation workspace in BMC Helix ITSM Insights to analyze new, incoming incidents for similarity in real time and take necessary actions.
With BMC Helix ITSM Insights, Susan can mark incidents as Original and indicate when she encounters duplicate incidents. In case of multiple duplicate incidents, Susan can easily tag these incidents as candidates for relating to a cluster and thereby, reduce duplicate work.
Workflow
The following table describes the tasks to be performed for correlating incoming incident tickets that refer to the same situation:
User | Action | Reference |
|---|---|---|
Tenant Administrator | Configure the incident correlation settings | |
Service Desk managers and agents | Identify clusters of incoming incidents that refer to the same situation |
Results
With BMC Helix ITSM Insights, when a major incident happens, Susan can identify clusters of incoming incidents that refer to the same issue. Susan is now able to correlate the tickets and help streamline the incident management process. She can also find the probable cause and restore the service as soon as possible.
Benefits
- Faster reaction time to emerging situation reduces downtime
- Reduced effort to formally register incidents as duplicates
- Avoiding unnecessary work due to undetected duplicates
Where to go from here
Identifying-and-correlating-incidents-that-refer-to-the-same-issue