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.

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.

Watch this video to understand Real-time incident correlation:

icon_play.pnghttps://youtu.be/SP6Rebj_zJg

Related topics

Identifying-and-correlating-incidents-that-refer-to-the-same-issue

The benefits include:

  • Faster reaction time to emerging situation reduces downtime
  • Reduced effort to formally register incidents as duplicates
  • Avoiding unnecessary work due to undetected duplicates

Customer success: Service Desk managers and agents correlate incoming incident tickets that refer to the same issue

Scenario

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 for correlating incoming incident tickets that refer to the same situation

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.

 

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