Incident

Copilot integrates Generative AI with advanced Incident Clustering techniques to help IT teams move from reactive problem-solving to proactive incident management. Using cutting-edge machine learning algorithms and large language models (LLMs), Copilot automatically categorizes and clusters incidents based on similarities in symptoms, descriptions, priorities, and patterns giving you a clear, visual overview.

Incident Clustering visually groups related incidents using an interactive bubble chart. Each bubble (or “cluster”) contains incidents that share a common symptom.

This view helps analysts:

• Quickly identify recurring issues or potential problems

• Spot emerging major incidents early

• Prioritize critical (P1) incidents with visual indicators

• Improve resolution time through better context and insight

With color-coded visualizations, symptom filters, and tooltip-based insights, Incident Clustering makes it easy to understand complex data at a glance.

• Incident Clustering

• Resolution Summary

• Major Incident Summary

• Generate Insights

Incident Clustering

Copilot leverages advanced machine learning techniques, algorithms, and large language models to categorize incident data into clusters based on similarities in symptoms, descriptions, priority levels, and other parameters. This proactive approach helps you identify potential problems, potential major incidents, major incidents and other priority 1 incidents.

• Details

• Filters

• Priority P1 Incidents

• Potential Major Incidents

• Potential Problem Detected

• Major Incidents

To view the Incident Cluster, perform the following steps:

1. Navigate to Incidents > Manage Incidents from the left menu. The list of Incidents in displayed.
   

2. Clickon the top of list.
   
   Figure: Incident Clustering button
   

3. A cluster of all the Incidents is displayed in the form of bubbles.Figure: Incident Cluster

Details about Incident Cluster

The Incident(s) is presented in a circular shape. Outer circle provides details about the common symptom that the Incidents share and the inner circle provides details about each Incident.

• Outer Circle

• Inner Circle

Outer Circle

Each bubble in the Incident Cluster contains Incidents with similar Symptom. The outer circle of a bubble represents the common incident symptom. When you hover over the outer bubble, the tooltip displays the common Incident symptom of the Incidents contained in that bubble.

Figure: Outer circle tooltip in bubble

Note

Outer Circle (Cluster Symptom): Shows the shared symptom among incidents in a cluster. Hover to view the common symptom.

Inner Circle

Each of the inner circle in a bubble represents an Incident. When you hover over any of the inner bubble, the tooltip displays details about that Incident (Ticket ID, Symptom, Description). Refer the below screenshot:
Figure: Inner circle tooltip in bubble

Note

Upon clicking the inner circle of a bubble the page opens that particular Incident record in a new tab. The outer circle of a bubble will open the list page of all Incidents with the same Incident symptom.
Inner Circles (Individual Incidents): Each represents an individual ticket. Hover for details like Ticket ID, Symptom, and Description.

The Incident Cluster screen lists out all the Incident symptoms with the color codes on the left side of the screen.Figure: Incident symptoms list

Filter Incident Cluster

To Filter Incidents in the Incident Clustering, perform the following steps:

1. Filter the Incident Cluster by clicking on a particular Incident symptom on the left side list. This will strike off the Incident symptom from the list on the left side. Subsequently, the bubble of that particular Incident symptom is removed from the cluster.
   Figure: Filter Incident cluster
   

2. Click vertical ellipsis to view and act on different options within the Incident Cluster.
   
   Figure: Image actions
   
   Following are the options to act on the Cluster.

   Field	Description
   View in full screen	Select to view the Incident Cluster on a Full screen.
   Print Chart	Select to Print the Incident Clustering chart.
   Download PNG Image	Select to download the image in PNG format.
   Download JPEG Image	Select to download the image in a JPEG format.
   Download PDF Document	Select to down the image in a PDF Document.
   Download SVG vector image	Select to download the image in SVG vector image.

Priority 1 (P1) Incidents

The inner bubbles are color coded to denote the priority levels. All the Incidents with P1 priority are highlighted with red circular border. The Incident Cluster chart includes an indicator for P1 incidents at the bottom, marked with a red highlight border.

Figure: Incidents P1 Indicator

Potential Major Incidents

Incident Cluster highlights the potential major incidents in a orange color bubble in case of the following conditions:

• If there are more than three Priority 2 Incidents of the same category, and;

• If there are Incidents related to system crash, slow performance, or data loss.

The Potential Major Incidents are also marked in the left side list, with details shown in brackets. This helps in prioritizing critical issues, understanding the scope and impact of incidents, and making informed decisions for effective incident management and resolution. Refer the below sample screenshot:

Figure: Potential Major Incidents

When you hover over the orange color bubble, then the tooltip displays the following information.

Figure: Potential Major Incidents - tooltip

Potential Problem Detected

Incident Cluster detects and highlights Potential Problems if there are three Incidents grouped under same category with a semi-transparent red color bubble.

Figure: Potential Problem Detected

When you hover over the red color bubble, the tooltip displays details about the Potential Problem Detected along with the Incident symptom.

Figure: Potential Problem Detected - red bubble

Major Incidents

Incident Cluster flags a ticket with Major Incident flag. Flagging a Major Incident in the Incident Cluster provides a clear and immediate overview of critical issues within the context of all incidents. This helps prioritize response efforts and streamline communication among support teams. Additionally, it offers a comprehensive understanding of the incident landscape, enabling faster resolution of high-impact problems and minimizing downtime.

Resolution Summary

The Resolution Summary feature of Copilot significantly enhances analyst productivity by transforming brief input notes into comprehensive and well-phrased resolution summaries. This functionality ensures that analysts can quickly generate detailed and accurate resolution notes without spending excessive time on writing and editing. By automating the creation of these summaries, Copilot helps maintain high-quality documentation that can be seamlessly integrated into knowledge articles.

This reduces the need for extensive review and editing, ensuring that information is consistently accurate and detailed. Consequently, enterprises benefit from improved documentation practices, streamlined workflows, and a more efficient transfer of knowledge within the organization. This not only saves time for analysts but also ensures that valuable insights and resolutions are readily accessible for future reference.

To view Resolution Summary, perform the following steps:

1. Navigate to Incident > Manage Incidents. The list of all Incidents is displayed.
   

2. Open an Incident by clicking on the Incident ID on the list page.
   

3. Change the status of Incident to Resolved.
   

4. A button to Generate Resolution Summary appears under the Solution tab.
   Figure: Generate Resolution Summary button
   

5. Click Generate Resolution Summary.
   A new pop-up displays the resolution notes.
   Figure: Resolution Summary pop-up
   

6. Click Override the Solution to reject or modify the generated Resolution Summary.
   

7. Click Append the Solution to add the generated Resolution Summary to the record. You can also integrate the generated output with other information to create a more comprehensive or complete record.
   

8. Click Cancel to close the Resolution Summary pop-up.

The generated Resolution Summary can be leveraged to create knowledge articles on Apex ITSM App and follow the rest of the knowledge article publishing process.

Major Incident Summary

Copilot generates a comprehensive Major Incident summary by thoroughly analyzing all data and interactions associated with the Incident. The summary provides a detailed overview of the major incident, outlining the key events and timeline. It captures essential information to give stakeholders a clear understanding of what was the issue and how it was addressed and mitigated.

Generative AI capability of Copilot also identifies and describes the root cause of the incident, pinpointing the underlying issues that led to the problem. This helps in understanding why the incident happened and aids in preventing future occurrences. Copilot evaluates the extent and severity of the incident's impact on business operations, customers, and other stakeholders. This analysis helps in assessing the damage and prioritizing future responses.

Copilot also suggests actionable steps to prevent similar incidents in the future. These recommendations are based on the analysis of the root cause and the resolution process, ensuring continuous improvement in incident management practices. This holistic approach ensures that all relevant information is captured, analyzed, and presented in an accessible manner, enhancing incident management and resolution strategies.

To view Major Incident Summary, perform the following steps:

1. Navigate to Incident > Manage Incidents. The list of all Incidents is displayed.
   

2. Open an Incident by clicking on the Incident ID on the list page.
   

3. Click General tab. Enable Major Incident switch.
   

4. Change the status of Incident to Resolved.

5. A button to Generate Major Incident Summary appears under the Solution tab.Figure: Generate Major Incident Summary button
   

6. Click Generate Major Incident Summary. A new pop-up displays the Major Incident summary details.
   Figure: Major Incident Summary pop-up
   

7. Click Print Summary to print the details of Major Incident. If you want to copy the Major Incident summary, click Copy to clipboard.

Generate Insights

The Generate Insights feature showcases the remarkable ability of Copilot to enhance the productivity of Analysts by providing concise and comprehensive summaries of Incidents. This feature encapsulates critical details, including an Incident Summary, which offers a clear overview of the situation at hand. It also includes a record of investigations performed so far. This saves Analysts' time by presenting a quick review of past actions.

Additionally, it evaluates Sentiment in terms of confidence score by analyzing user feedback and communication tones, giving Analysts a sense of user satisfaction levels. The AI Suggestion component leverages advanced algorithms to propose actionable recommendations, aiding Analysts in making informed decisions swiftly. Copilot also provides actionable advice - Sentiment booster tip - to improve sentiment, helping to maintain positive stakeholder engagement. It also assesses the potential risk of escalation, identifying issues that could lead to increased dissatisfaction or complaints. So, Analysts can prioritize and address these concerns proactively. Generate Insights feature is an indispensable tool for Analysts to streamline their workflow and enables more effective incident management.

To view the Incident Summary through Generate Insights, perform the following steps:

1. Navigate to Incident > Manage Incidents > Incident List. The list of all Incidents is displayed.
   

2. Open an Incident by clicking on the Incident ID on the list page. Details screen of the Incident is displayed.
   Figure: Dropdown menu
   

3. Click icon, which displays the dropdown menu.
   

4. Click Generate Insights.
   A pop-up is displayed shows insights about the Incident.
   Figure: Generate Insights popup
   

5. Click X icon to close the Insights Summary popup.