Use Hot Topic Analytics to create an incident, problem, or change

User Role: Incident Manager, Problem Manager, Change Manager

You can easily identify incident, problem, or change candidates based on the hot areas automatically suggested by Hot Topic Analytics.

To use Hot Topic Analytics to find incident, problem, or change candidates, follow these steps:

1. Log on to Service Manager from the web client.

2. Do one of the followings to access Hot Topic Analytics for your module:

   • Click Service Desk > Hot Topic Analytics. On the Hot Topic Analytics for Interactions screen, you can analyze the interactions that are categorized for the suggested hot topics, and then create new incidents based on your selected interactions.

     Note If Process Designer and the streamlined interaction solution are enabled for the Service Desk module, we recommend that you remove the Create Incident action from the Hot Topic Analytics for Interactions screen to accommodate the streamlined interaction solution. For information on tailoring the actions, see Customize actions in hot topic map.

   • Click Incident Management > Hot Topic Analytics. On the Hot Topic Analytics for Incidents screen, you can analyze the incidents that are categorized for the suggested hot topics, and then create new problems or changes based on your selected incidents.

   • Click Problem Management > Hot Topic Analytics. On the Hot Topic Analytics for Problems screen, you can analyze the problems that are categorized for the suggested hot topics, and then create new changes based on your selected problems.

3. View the hot topics suggested by Hot Topic Analytics.

   • The size of a topic indicates the heat of the topic. The background color of a topic serves to identify the topic.

   • You can click a hot topic to drill down to the sub-topics.

     Note In the out-of-box system, for the Hot Topic Analytics for incidents, the last level of the topic map is the affected service.

   • The records that belong to a topic are displayed in the list on the right.

4. If you want to run a custom analysis, enter your keywords, and then click Find Hot Topics.

5. If you want to further refine the results, click Advanced Filter, specify your filters, and then click Find Hot Topics again. The graphic is refreshed with the filtered results.

   Tip If you want to build complex queries based on your specific needs, you can click Edit Query to use Query Editor to define your queries. When you define your queries, be sure to use only the fields that are specified in the Properties Fields section of the Hot Topic Analytics configuration. Otherwise, your queries will not take effect because the fields that you use are not included in the analysis of Hot Topic Analytics.

6. Review the filtered records that are listed to the right of the graphic to identify the candidates for escalation. You can click the record ID to view the record detail.

7. After you identify the candidates, select the check boxes before the record IDs, and then click the corresponding button (such as Create Problem). A form to create the new record is displayed, and some fields are populated based on the selected candidates.

   Note For the Hot Topic Analytics for Incidents, you need to select Create Problem or Create Change/Article from the Analytics Action drop-down list so that the Create Problem or Create Change button can be displayed when you select the candidates.

8. Update the form as needed, and then click Save to create the new record.

   When the new record is created, the selected candidates are listed in the Related Records section of the new record.