Viewing the details of a problem candidate cluster

The drill-down view of a problem candidate cluster displays information that may help you analyze the problem candidates more effectively and decide your course of action for problem investigation. The root cause analysis is based on the 5 Whys approach. This industry-standard approach is used to identify the root cause of an issue by asking why iteratively, and may help in your problem investigation. 

The following details are displayed within a cluster:

Tab	Details	Description
Overview	Summary Impact Urgency Priority Recurring symptoms Impacted services Tags	This tab provides a starting point for understanding the problem candidate cluster. BMC Helix ITSM analyzes the closed, repetitive incidents to derive these details.
Root Cause Analysis	Problem statement Root cause using 5 Whys	This tab provides the RCA analysis by using the 5 Whys approach. This is an industry-standard approach to find the root cause of an issue by asking why iteratively. The suggested root cause indicates the status that leads to the observed issue. The confidence level of the root cause analysis is assessed through an internal scoring mechanism.
Resolution	Cluster resolution summary Common resolution actions Generalized resolution steps Knowledge articles	This tab provides a resolution summary, common resolution actions, and a generalized set of steps to resolve the issue. These details provide you with a starting point to understand how the incidents in the cluster were resolved by the service desk agent. You may use these insights while performing a problem investigation. The resolution's confidence level is assessed through an internal scoring mechanism.
Related incidents	List of all similar incidents constituting the problem candidate cluster	This tab displays a list of incidents that constitute the problem candidate. You can analyze these incidents while investigating the problem candidate cluster.

If a problem investigation is created from a cluster, the problem ID is displayed in the drill-down view. Click the Problem ID link to view the details of the problem investigation. To learn more about creating a problem investigation from a cluster, see Creating a problem investigation from the problem candidate cluster.

To view the details within a problem candidate cluster

1. In the  Console, select a problem candidate cluster.
2. In the Cluster details panel, click one of the following tabs:

   Tab	Image
   Overview
   Root Cause Analysis
   Resolution
   Related incidents	(Optional) Click the incident link in the Incident number column to view more details about the incident

3. Click Close. 
4. (Optional) To reject a problem candidate, click Reject Problem.
   For more details, see Creating a problem investigation from the problem candidate cluster.
5. (Optional) To create a problem investigation from the cluster, click Create Problem.
   For more details, see Creating a problem investigation from the problem candidate cluster.

Where to go from here

Creating a problem investigation from the problem candidate cluster