Hot Topic Analytics for Incidents and Problems

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Hot Topic Analytics in Problem Management use the advanced search and analytics capabilities in Service Management to enable you to view and analyze incidents, and to create problem records based on those incidents.

The hot topics map provides trend analysis so you can visually identify incidents that share common issues. The map in Problem Management includes all incidents in the system. It does not include any other record type. In the filter above the map, you cannot select any other record types as it defaults to Incidents, but you can select a service type as a secondary filter using the Add filter button

You can drill down into the map and view the specific incidents related to an issue. The topics displayed in the image above are from the sample data and are displayed for you only if the sample data is deployed in your environment.

In the list of incidents on the right, you can select multiple incidents to create a problem based on those similar incidents. The fields in the created problem are populated by the information only from the first incident selected. All other incidents become the new problem's related links.

When navigating through the map, click the Clear button to go back to your previous view of the map. If you used the search field at the top of the page to view incidents, that search remains active until the search field is cleared. This is regardless of clicking the Clear button which applies only to navigating within the map.