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Using the Problem Solver Console for problem management

Organizations often encounter recurring incidents for service desk agents to work on, leading to duplicated effort. Use the Console to view automatically grouped clusters of these incidents, giving you a starting point for problem investigation. If further investigation is needed, you can create a problem investigation from these clusters.
The root cause analysis in the Console is based on the 5 Whys approach. It is an industry-standard approach to identifying the root cause of an issue by asking why iteratively. The conversational chat interface lets you quickly analyze insights across all clusters without manually reviewing each one in the console.
You must be a problem coordinator user with the Problem Master, Problem Config, or Problem User permission to configure and schedule jobs, and to access and act within the Console.

As a problem coordinator, you can perform the following actions in the Console:

  • View problem candidate clusters of similar, recurring incidents
  • Ask questions in a conversational format to seek cluster insights
  • View AI-suggested overview, root cause analysis, resolution recommendation, and associated incidents
  • Create problem investigations from clusters

Related topics

Problem Solver(BMC HelixGPT documentation)

Scenario

Colin, a Problem Coordinator at Apex Global, configures and schedules an automated job in BMC Helix ITSM to identify recurring incidents and generate problem candidate clusters. He uses the Converse with Clusters chat capability to find clusters related to the Network issue. The chat displays the Network down problem candidate cluster that meets his criteria.

While analyzing the Network down problem candidate cluster, Colin explores detailed information, including the summary, priority, urgency, impact, and related recurring incidents. He also reviews the system‑suggested 5 Whys and root cause analysis provided by BMC Helix ITSM, which gives him a strong starting point and reduces initial analysis time.

Recognizing it as a valid problem, Colin creates a problem investigation directly from the cluster. BMC Helix ITSM generates a prepopulated problem ticket, which Colin reviews, updates as needed, and saves the ticket to begin formal investigation.

Workflow of problem management in the Problem Solver Console

The following diagram represents the workflow in the Console:

1775746553195-533.png

SequenceUserAction Reference
1Problem coordinatorConfigure the machine learning parameters of the problem candidate jobConfiguring the job parameters and schedule for using Problem Solver
2Problem coordinatorSchedule the problem candidate job in  HelixGPT Agent Studio to generate clustersConfiguring the job parameters and schedule for using Problem Solver
3Problem coordinatorView the problem candidate clusters and ask questions to understand themViewing Problem Candidate cluster insights
4Problem coordinatorAnalyze each cluster by reviewing the AI-suggested overview, root cause analysis, resolution recommendation, and associated incidents.Viewing the details of a problem candidate
5Problem coordinatorCreate a problem in BMC Helix ITSM from an eligible problem candidate cluster, and review the prepopulated details.Creating a problem investigation from the problem candidate cluster

Before you begin

Viewing the Problem Solver Console

The Console displays problem candidate clusters that are automatically created based on the job you configure. Every cluster displays details, such as a problem statement, problem status, priority, number of incidents within it, and more. These details help you perform a problem investigation with lesser efforts. The AI-enabled chat interface helps you get more details about clusters with fewer manual efforts. 

The following image represents the Console:

1774345425725-248.png

To show or hide a column from the Problem Solver Console

  1. In the Console, click the Visible columns icon 1773673828093-211.png.
    By default, the ID column is hidden.
  2. Select the columns that you want to view in the  Console.
    Clear the columns that you want to hide from the console.

To filter clusters by using an out-of-the-box filter and sub-filter

Use the out-of-the-box filters to view records as per your requirements. It’s mandatory to select at least two filters. The filters are alphabetically sorted. 

  1. In the Console, click 1773674172824-992.png.
  2. On the Available tab, click a filter, and then enter a filter value.
    1773674406695-878.png
    (Optional) For filters with fixed values, select the value you want to filter by.
    1773674472364-876.png
     

To sort by columns in the Problem Solver console

  1. In the Console, click the kebab menu 1773674848204-533.png next to the column you want to sort.
  2. In the Add to current sort section, select Ascending or Descending based on your requirement.
  3. (Optional) To clear your selection, click Clear all sorting.
  4. (Optional) To rearrange a column's position, select Move right or Move left based on your requirement.

Where to go from here

Viewing Problem Candidate cluster insights

 

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BMC Helix ITSM: Service Desk 26.2