Existing Incident Correlation in Customer ITSM with AIOps Generated Alerts

In some customer environments, application end users may create tickets in their ITSM portals along with any other monitoring system alerts. This creates additional noise and overhead for the operational teams to investigate and link to another known-incident. This is often related to an existing failure that the Cloud Pak for AIOps has detected, or AIOps would eventually detect an issue related to the same root cause as the user's experience.

This idea is about correlating existing incidents (user or existing monitoring system generated) in the ITSM tool with incoming alerts into CP4AIOps so that we can determine if an existing incident in the ITSM tool should be used as the parent incident or if AIOps should create a new ticket in the ITSM tool.

In a customer example, both the monitoring systems and users are creating tickets. User creates a ticket because they have had a bad experience with their system failing, reports not run or even as drastic as an order management system not generating order forms for the goods drivers to leave a warehouse with products. At the same time, monitoring systems are flagging issues and tickets into the ITSM tool but with no correlation or grouping.

Ultimately, the goal is to show value through how we can reduce the need for users to create tickets at all, by proactively preventing the monitoring incidents before the user experiences anything at all, but this is not the case for a lot of use cases.