This documentation supports the 25.1 version of BMC Helix ITSM Insights, which is available only to BMC Helix customers (SaaS).To view an earlier version, select the version from the Product version menu.

Proactive problem management with Resolution insights

The Resolution insights capability leverages the solution from incident management to help problem coordinators understand the root cause of a group of incidents of similar resolution and the holistic solution needed for the associated users. The capability refers to the resolution note details of resolved and closed incidents entered by the service desk agents during resolution. Based on the analysis, the capability performs the following actions:

  • Cluster incidents of similar resolution in problem management
  • Suggest how similar incidents were resolved,
  • Provide knowledge articles used for resolution
  • Display the resolution insights similarity score. 

The following video illustrates how you can use the resolution insights capability in BMC Helix ITSM Insights.

icon_play.pnghttps://www.youtube.com/embed/DyZn9MavVGQ

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*