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.

Viewing resolution summary of incidents

Resolution summary helps problem coordinators view a high-level resolution summary of incidents in a cluster. The summary helps them understand how each incident within the same resolution summary cluster is resolved and aids them in the overall problem investigation.

Watch the video to understand Resolution insights:

icon_play.pnghttps://youtu.be/DyZn9MavVGQ

Related topics

Proactive problem management and Resolution insights overview
Configuring job settings for proactive problem management

Configuring proactive problem management settings

The benefits include:

  • Reduced time and effort of problem investigation
  • Ability to analyze a high volume of incidents during problem investigation
  • Easy-to-understand user interface

Customer success: Problem coordinators view a high-level resolution summary of incidents in a cluster

Scenario

Scenario

Colin is a problem coordinator who wants to perform a problem investigation with the help of a resolution summary of incidents.
He performs the following steps:

  1. He asks Jordon, the tenant administrator, to configure the parameters in the machine learning algorithm.
  2. Colin enables the Resolution Insights feature in the one-time job or recurring job and runs it.
  3. In the Proactive problem management dashboard, he looks for clusters with a high number of incidents.
    He notices that the number of incidents in the VPN-failure cluster has been increasing.
  4. He drills down into the VPN-failure cluster and notices that users connected to the San Diego node are facing errors.
    Most users reported getting an error message and were unable to connect.
  5. Colin views the incidents of similar resolution types grouped in the table.
    He views the resolution summary of each group to understand how incidents of a group are resolved.
  6. He refers to the knowledge articles that are used to resolve incidents in a group.
    He evaluates if the right knowledge articles are used to resolve the incidents.
  7. Colin analyzes the incidents and realizes that a problem investigation ticket needs to be created for some incidents in the cluster.
    He selects the incidents and navigates to the Create problem screen and creates a problem investigation.

Workflow for viewing resolution summary of incidents

The following graphic describes the overall process of problem investigation using Resolution summary of incidents:

image-2024-2-1_14-31-37.png


The following table describes the tasks to be performed to view resolution summary of incidents:

User

Action

Reference

Tenant Administrator

  • Configures words to be included and excluded
  • Provides parameters for the natural language processing algorithm to derive accurate resolution summary from related incidents
  • Provides words to identify knowledge articles

Problem Coordinator

Configures the one-time job with details to generate resolution summary details 

Problem Coordinator

Configures the recurring job with details to generate resolution summary details 

Problem Coordinator

Analyzes the clusters for problem investigation using resolution summary of incidents

Results

Colin saves time and effort while analyzing the resolution of closed incidents of a cluster easily. He can view the overall resolution summary of a group of incidents without analyzing every incident in the cluster. With the help of this feature, Colin can analyze a high volume of incidents within a tight deadline which takes him closer to an efficient problem investigation. 

 

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