23.3 enhancements and patches

Receive notifications for emerging major incidents in Real-time incident correlation clusters

As a major incident manager, receive notifications for emerging, potential major incidents in clusters so that you can assess their overall business impact. It saves you from constantly monitoring the real-time incident correlation dashboard, helping you to use the time to address other critical issues. By using this feature, you can address the issues early, potentially reducing the business impact.

For more information, see Incident correlation.

Use regular expressions in stop words to generate quality clusters for efficient problem investigation and incident analysis

While generating Proactive problem management and Real-time incident correlation clusters, define patterns of stop words by using regular expressions to identify and remove irrelevant incident information (words and sentences). Using regular expressions in stop word generates better quality clusters, reducing the overall effort and time for problem investigation and incident analysis.

For more information, see Configuring incident correlation to detect similar incident clusters and Configuring proactive problem management settings.

Group clusters with multiple categorical fields for problem investigation

As a problem coordinator, configure one-time and recurrent jobs to group clusters based on multiple categorical fields in the Proactive Problem Management dashboard. You group clusters to view the details of recurring incidents, and analyze incident patterns which aid in the overall problem investigation.
For more information, see Proactive problem management and Resolution insights overview.

Estimate the complexity of incidents in a proactive problem management cluster

As a problem coordinator, view the average resolution time and average effort it took to resolve the incidents in a cluster. Use these operational metrics to predict the complexity of incidents in the cluster, and determine your time and effort required to perform problem investigation.
For more information, see Proactive problem management and Resolution insights overview.

Efficiently identify critical clusters

As a problem coordinator, you can quickly identify the proactive problem management clusters with high number of incidents that need to be prioritized for problem investigation, thereby saving overall time and effort.
For more information, see Proactive problem management and Resolution insights overview.

Access the in-app help from any screen

In-app help (Self-help) has shifted to a movable widget that is available on every screen. The widget provides access to a product tour, interactive guides, instructions for setting up and going live, and more. It has been streamlined to provide the most useful content. In addition, you can continue to find answers to your questions in the online documentation or from our YouTube playlist.

Consent for data collection

When you log on to BMC Helix ITSM Insights for the first time, select whether you want to allow the product to collect information about your product usage. By default, data collection is enabled.

For information about how to change data collection settings, see Modifying consent for data collection.

Export a list of incidents from Real-time incident correlation clusters for offline analysis

As a service desk agent or a major incident manager, you can select and export a list of incidents from Real-time incident correlation clusters that you want to analyze offline. You can then share the exported list of incidents with other users for detailed analysis or a second opinion of your analysis.
For more information, see Identifying clusters of incoming incidents.

Detect major incidents in the Proactive problem management clusters

As a problem coordinator, you can instantly check if any cluster in the List view of the Proactive problem management dashboard has a major incident in it. You can save time and effort to manually discover the major incidents in clusters.

For more information, see Proactive problem management and Resolution insights overview.

Search and relate an original incident that is not available within the Real-time incident correlation cluster

As a service desk agent, you can search for an incident that is unavailable in the Real-time incident correlation cluster, and mark the incident as an original to one or more incidents available in the cluster. You need not navigate away from BMC Helix ITSM Insights to perform this association and therefore it saves your effort and time.

For more information, see Identifying clusters of incoming incidents.

Filter the clusters based on quality in the Proactive problem management dashboard

Cluster quality slider is introduced in the Proactive problem management dashboard to help you quickly filter the clusters. While performing a root cause analysis, you can use the slider to view clusters of certain quality range of the clustering job.

For more details, see Proactive Problem Management.

View the resolution summary of incident groups in a cluster

As a problem coordinator, you can view the incidents that have a similar resolution grouped together in a cluster along with their resolution insights. Without opening every incident in BMC Helix ITSM to see how they were resolved, you can quickly get a high-level resolution overview of incidents. You can also view the knowledge articles that were used to resolve the incidents.

For more details, see Proactive Problem Management.

Use presets to reuse your dashboard filter preferences

As a service desk manager or a major incident manager, you can select and save your filter preferences, such as Assignee Support Group, and Urgency as presets in the Real-time incident correlation dashboard. You need not manually select your filters. Instead, just select a preset to view clusters based on your filter preferences. You can also share your preset with other users.
For more information, see Managing-filter-presets.

View and track the number of jobs created by each user in BMC Helix ITSM Insights Dashboard

As a problem coordinator, determine the overall productivity of users by viewing the number of jobs associated with each of them. The widget displays the number of jobs, the type of jobs, and their last date of execution for each user. You can filter the results based on the support company and date range. 

For more information, see Tracking ITSM Insights usage in BMC Helix Dashboards.

Share your Proactive Problem Management job configuration with other users

As a problem coordinator or problem manager, you can share your job configuration with other users such that they can analyze the most impactful set of recurring incidents. Use the capability when you want other users to generate similar clusters using your job configuration for root cause analysis. It saves their time and effort of creating a job from scratch.

For more information, see Sharing-proactive-problem-management-jobs-with-others.