Quick start to problem investigation and incident correlation

To identify problems proactively

Before performing problem investigation in the Proactive problem management workspace, you must create a one-time or recurrent job for generating clusters in the workspace. To learn more, see Configuring job settings for proactive problem management.

1. From BMC Helix ITSM, navigate to More > Workspaces > Proactive problem management.
2. In the Proactive problem management workspace, analyze the clusters that generate significant amount of work for the Service Desk agents.
   Clusters with high number of incidents may be considered for analysis.
3. Drill down into the cluster and analyze the incidents.
4. Select the incidents that require root cause analysis, and create a problem investigation.
5. Identify the root cause and propose a solution.

To identify and track incidents that point to same issue

Before performing incident analysis in the Real-time incident correlation workspace, ensure that your administrator has configured the workspace based on your requirements. To learn more, see Configuring incident correlation to detect similar incident clusters.

1. From BMC Helix ITSM, navigate to More > Workspaces > Real-time incident correlation.
2. In the Real-time incident correlation workspace, analyze the new, incoming incidents for similarity in real time and take necessary actions. 
   Clusters with high number of incidents may be considered for analysis.
3. Drill down into the cluster and analyze the incidents.
4. Find the incidents marked as Original by BMC Helix ITSM Insights.
5. BMC Helix ITSM Insights suggests original incidents in cluster based on certain criteria.
   (Optional)Alternatively, you can select and mark incidents as Original.
6. Find duplicate incidents that refer to the same issue.
7. Tag the duplicate incidents as candidates for relating to a cluster and thereby, reduce duplicate work.