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 correlating incidents that refer to the same issue

The primary goal of the incident management process, according to ITIL standards, is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained. 

Action

Reference

Analyze incoming incidents for similarity

View the emerging hotspots

Identify and track incidents that refer to same issue

Relate multiple incidents as duplicates

Create and share presets

 

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