Incident Correlation

Role: Administrators.

Minimum Version: IvantiNeurons for ITSM 2024.2 SaaS deployments only.

Feature Eligibility: Ivanti's AITSM capabilities are available to customers who have subscribed to Premium or Enterprise Premium license. To know your eligibility, reach out to your Ivanti Account Manager.

Feature Availability: Ivanti's AITSM capabilities is available for customers in all countries except Germany and Ireland as the Open AI service is unavailable.

To enable Incident Correlation, the feature flag in the central configuration should be enabled. Reach out to Ivanti Operations to get it enabled.

Service Desk Analysts can analyze the root cause of similar Incidents and resolve issues faster with the help of AI Recommendation. Incidents are clustered based on the Incident Summary and stored in the database. When a new Incident is created, a list of similar Incidents is displayed.

On clicking the AI Recommendation button in the Incident page, a list of similar Incidents that matches with the newly created Incident is displayed. The AI recommendation is formed based on the Incident Description, Summary, Service, and Category. If the Service and Category of the Incident does not match, the recommendations are not formed.

The Machine Learning service for the Incident Correlation runs once every five minutes. When new Incidents are created, the application takes a maximum of five minutes for the newly created Incidents to be grouped and clustered depending on when the service was last run.

AI Recommendations