Probable cause analysis in Incident Management by using BMC Helix Service Monitoring

As a service desk agent working on an incident for a shared service, you might want additional insights into the health of a service and probable causes of a service disruption. When is integrated with , you can leverage the Probable Cause Analysis (PCA) capability to analyze probable causes and manage the incident faster and effectively. The Top probable causes nodes card (PCA card) displays the most likely causes of service disruption by correlating millions of monitoring data points and analyzing the relationship between infrastructure nodes and services. You can use the PCA card to perform the following actions:

Associate related items
View related and recent change requests
Create and associate change requests
Create and associate tasks

Before you begin

Ensure that the 21.3 or later versions of the following BMC products are available in your system:
- :
Administrators must configure the following settings so that the Service Desk agents can see the PCA card on the incident screen :

Task	Reference
Enable Progressive Views for	Enabling Progressive Web Application screens
Configure the CCS parameters to integrate with	Integrating-with-BMC-Helix-Service-Monitoring-for-probable-cause-analysis

To view and associate CIs, change requests, and tasks to an incident

Use the Top probable causes nodes card (PCA card) to perform the actions described in the following table:

Important

The PCA card is not displayed for closed and cancelled tickets.

PCA card fields	Action	Result	Reference
1	Hover over the service Impact icon	Displays the percentage of impact on a service health. The color of the icon is orange or green according to the service health threshold. This threshold is according to pre-defined weightage that is assigned to service factors in .	Probable cause analysis (PCA)
2	Click View Recent Change Request	Opens the recent change requests that are associated to the CI. The change requests are displayed based on their Actual Start Date. The number of change requests to be displayed in the Recent Change Request panel is configured by using a CCS parameter.	Creating change requests in the Initiation and Recording stage Integrating-with-BMC-Helix-Service-Monitoring-for-probable-cause-analysis
	Click Create Change Request	Opens the Create Change Request screen with the pre-filled information in the Description field. For example, Incident number. The change request gets associated to the incident and the CI.	Creating a change request at the initiate stage
	Click Create Task	Opens the Create Task screen with the pre-filled information in the Description field. For example, Incident number. The task gets associated to the incident and the CI.	Managing-work-on-tickets-by-using-tasks
	Click Relate Configuration Item	Relates the CI to the incident. The Association type is set to Impact.	Relating-items-to-incident-requests
3	Click Refresh icon	Refreshes the real time data from . Important: A form that stores the data from , is refreshed in every 10 minutes. You can customize the time interval by updating the value of the pca.refreshInterval parameter. Although, the form is refreshed in every 10 minutes, the refreshed data is shown in the incident screen when a user views the incident ticket. For example, the PCA card is refreshed at 10:00 AM for an incident ticket, but a user views the incident at 10:40 AM. At this point, because the last refresh has occurred more than 10 minutes ago, the PCA card data then gets refreshed at 10:40 AM.	To find more details about CCS Parameter, see Setting configuration parameters in BMC Helix ITSM
4	Click View Details	Launches . You view the service health of various business systems.	Probable cause analysis (PCA)

Probable cause analysis in Incident Management by using BMC Helix Service Monitoring

Before you begin

To view and associate CIs, change requests, and tasks to an incident

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