Recurring Incident Trend

Log into HCL BigFix Service Management as a support user and navigate to the Work Item Board from the application menu on the left-hand side.

Click on the Work Item Board, then navigate to the Problem tab to view the list of all problem records. Click on the orange-colored Insights button located on the right of the list view.

Expand the Recurring Incident Trend option. All data under the Insights section is AI-generated using machine learning models.

You will see groups of tickets under the Recurring Incident Trend section, which are clusters of tickets, regardless of their current priority, that are contextually similar or point to a common problem ticket.

Based on the pattern of incoming tickets, these are identified as potential candidates for a problem using AI-powered case clustering analysis, requiring root cause analysis and a subsequent permanent fix.

Click on one of the groups to expand it, and you can see the list of recurring incidents under that group, which in this case are all related to incidents being reported from a common site complaining of network issues, thereby indicating a potential problem with an underlying root cause that requires investigation and a permanent fix.

You can use the Create Problem (+) button available to instantly create a problem record and relate all these incidents to a problem for further potential root cause investigation and subsequent permanent fix.

By clicking on the chart button under a group of incidents, you also have an option to review the weekly and monthly incident trends using a graphical view prior to creating a problem ticket and investigating further.

This feature utilizes case clustering analysis to identify potential problem qualification candidates based on recurring incident patterns, helping support teams improve problem detection and subsequent resolution.