User interface fundamentals
Proactive problem management workspace
The Proactive problem management workspace is a purpose-built console to support problem coordinators in end-to-end activities to identify valuable problem investigations. To access this workspace, click More > Workspaces > Proactive problem management in BMC Helix ITSM.
This workspace enables you to run analytics on incident data and leverage AI clustering technology to identify patterns of recurring incidents.
It displays recurrent incidents as clusters in the form of a heat map and a list. You can also view filters, list of jobs available, and a list of presets.
For more information, see Proactive problem management and Resolution insights overview.
Real-time incident correlation workspace
The Real-time incident correlation 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 BMC Helix ITSM.
New, incoming incidents appear as clusters in the Real-time incident correlation dashboard. The dashboard automatically refreshes every one minute. You can also use the refresh icon to refresh the dashboard manually at any time.
To learn more, see Incident-correlation.
Settings page
Administrators can select and perform the following advanced configuration:
- Stop word and regular expressions
- Number of jobs per user
- Default number of clusters in heatmap
- Default minimum cluster quality value in heatmap
- Data set
- Natural language processing for Resolution insights
- Advanced machine learning
- Cluster grouping criteria
- Enable personally identifiable information in clusters
- Trend and major incident detection criteria in clusters
- Notifications and email settings
To learn more, see Configuring-incident-correlation-to-detect-similar-incident-clusters and Configuring-proactive-problem-management-settings.
Proactive problem management settings page
As the problem coordinator, you can configure recurrent and on-demand clustering jobs for proactive problem management based on the requirements of your organization. When you log in for the first time, you must create a one-time or recurrent job in the Proactive problem management settings page to view incident clusters in the dashboard. When the job is completed successfully, you can select it from the Jobs list in the dashboard to view the clusters.
To learn more, see Configuring-job-settings-for-proactive-problem-management.
