Major Incident Prediction Configuration
Table of Contents
The Major Incident Prediction feature tracks your incoming Tickets, Incidents, and Service requests and automatically generates proposals when it detects a specific number of similar tickets within a defined timeframe. You can then review these proposals and choose whether to escalate them into Major Incidents. By default, only users with the Incident Management role can accept or reject proposals, but permissions can be customized for each environment.
To track the number of the AI-detected Major Incident proposals and their conversion rate, you can go to Service Desk > Reports > Service Health and Disruption.
Prerequisites
The extension is available starting with Matrix42 Enterprise version 25.4.
To configure a new service connection, your account must have an Administrator role and the necessary permissions to configure the service connection to M42 Next.
The M42 Next subscription used for the service connection must include the capability for the Major Incident Prediction feature.
Configure AI Proposals
You can configure the parameters for Major Incident proposals in the Settings section of the Service Desk:
- Click Settings to open the Global System Settings.
- Click AI Proposals.
- In the AI Proposals for Global System Settings panel, customize the following parameters:
- Time Window: Defines the maximum time frame in minutes for counting new tickets. By default, this value is set to 30.
- Ticket Volume Trigger: Defines the number of tickets that must be created within the specified time window to trigger a Major Incident analysis. This value must be between 2 and 50 tickets. By default, this value is set to 25.
- Cluster Size Threshold: Defines the smallest number of related tickets required to generate a Major Incident proposal. This value must be equal to or lower than the one of the Ticket Volume Trigger. By default, this value is set to 10.
- Click Save and Close.
Review Major Incident Proposals
At Service Desk > Home, you can use the Active Major Incident Proposals and the Open Major Incidents widgets to monitor both proposals and ongoing Major Incidents.
Active Major Incident Proposals
Once you click on the Active Major Incident Proposals widget, you are redirected to a dashboard with a pre-filtered list of current Major Incident proposals. This list includes both AI-detected proposals and proposals created by Agents.
Open a ticket to review the proposal information and the list of related tickets. You can perform multiple actions, such as editing the ticket and accepting or rejecting the Major Incident proposal. You can also select multiple Major Incident proposals to handle simultaneously.
Additionally, you can further refine the listed items by applying additional filters.
In the ticket preview, you can check tickets related to the Major Incident proposal. These are the tickets that triggered the proposal.
Once a proposal is accepted, it becomes an open Major Incident. You can use the Open Major Incidents widget to further track it.
Open Major Incidents
Open the Open Major Incidents widget to open a pre-filtered list of ongoing Major Incidents.
Open a ticket to review the proposal information. You can perform multiple actions, such as editing the ticket and de-escalating the Major Incident to a standard incident. You can also select multiple Major Incident proposals to handle simultaneously.
Diagnostic Rules for AI Proposals
The System Diagnostics in the Administration application runs the following Diagnostic Rules for AI Proposals:
- AI Proposals: Service Connection validation: Detects any issues related to the M42 Next Service Connection (e.g., missing connections or Service Connection errors).
- AI Proposals: Last Analysis validation results: Detects issues that occurred during the last run of the AI Proposals Engine or the Last Major Incident Analysis.
For a better understanding of how to run and configure System Diagnostics, access System Diagnostics and Server Logs.