Reopen Probability Predictor

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 Incident tab to view a list of all open incidents.

Click on one of the incidents, then click the Edit button in the drawer that opens on the right-hand side of your screen.

The full incident form will open, displaying the ticket details.

You can review the ticket details, then navigate to the right side of your screen and click on theorange-coloured Insights.

In this case, expanding the Reopen Probability section shows a 14% likelihood of the incident getting reopened.

You could proactively analyze why similar tickets were reopened in the past and address any underlying gaps to ensure a more complete resolution. This helps improve the user experience and reduces the likelihood of this ticket being reopened.