View Cluster Analysis

Cluster Analysis helps users analyze module data by using multiple user-defined configurations and proactively take action based on detected patterns.

Using AI, related incidents are grouped into intelligent clusters, helping teams gain faster insights, identify recurring issues early, and take preventive action before services are impacted.

Request List View

To view cluster analysis,

Click the Zia icon > Cluster Analysis.

Choose the required configuration from the Configurations dropdown.

Each configuration groups incident requests into clusters based on the filters and fields defined during setup. You can select a cluster from the left pane to view associated incidents.

Cluster analysis configurations can be managed under Setup > Zia > Artificial Intelligence > Cluster Analysis.

 

Prerequisites:

A minimum of two requests must match the configured criteria for training to start.

 

Actions 

After incidents are grouped into clusters, technicians can perform various actions to manage the cluster efficiently.

Use the icons available at the bottom of each cluster to perform the following actions:

Send Notification: Sends notifications to technicians or stakeholders for all incidents in the selected cluster.

Makes announcements: Creates and displays announcements within the application to inform teams about common issues, planned fixes, or important updates related to the cluster.

View Details: Displays fields used to create the cluster, helping users understand the attributes linking the grouped incidents.

 

Alternatively, you can perform these actions from the Actions dropdown.

 

 View Configuration Details 

To view the configuration details, click More icon > View Configurations.

    

Toolbar Actions   

Choose columns to display 

Use the Column Chooser  to customize the list view:

Select up to 70 columns to display in the request list view.

Reorder columns by using   icon.

 

Link Requests 

To link closely associated requests in a cluster,

In the requests list view page, select multiple requests, and click Link Requests.

The oldest request automatically becomes the parent, and the remaining requests are linked as child requests.

 

Associate Problem 

You can associate incident requests in a cluster with a new problem or an existing problem for better root cause management.

Associate New Problem

To create and associate requests with a new problem,

1. Select the customer.
   
2. Select the required requests.
   
3. Click Associate Problem > Associate New Problem.
   
4. Enter all necessary details in the New Problem Form.
   
5. Click Save.

 Note: Request already associated with a problem cannot be associated again. 

 

Associate Existing Problem

To associate requests with an existing problem,

1. Select the customer.
   
2. Select the required requests.
   
3. Click Associate Problem > Associate Existing Problem.
   
4. Select the Filter drop-down menu to view the list of filters.
   
5. Click to review the problem details.
   
6. Select the problem and click Associate.
   

 

Request Details View

In the details view, Cluster Analysis displays all clusters to which the selected request belongs.

To view cluster analysis,

Click the Zia icon > Cluster Analysis.

Click Configurations to view the list of configurations the selected request is grouped under.

Click View Details to view the fields based on which the cluster is created.

    

Toolbar Actions   

Choose columns to display 

Use the Column Chooser  to customize the list view:

1. Select up to 70 columns to display in the request list view.
   
2. Reorder columns using   icon.
   

 

Link Requests 

To link closely associated requests in a cluster,

1. In the requests list view page, select multiple requests, and click Link Requests.
   
2. Add comments.
   
3. The oldest request automatically becomes the parent, and the remaining requests are linked as child requests.
   

    

Associate Problem   

You can associate incident requests in a cluster with a new problem or an existing problem for better root cause management.

Associate New Problem

To create and associate requests with a new problem,

1. Select the required requests.
   
2. Click Associate Problem > Associate New Problem.
   
3. Enter all necessary details in the New Problem Form.
   
4. Click Save.
   

Note: Request already associated with a problem cannot be associated again. 

 

Associate Existing Problem

To associate requests with an existing problem,

1. Select the required requests.
   
2. Click Associate Problem > Associate Existing Problem.
   
3. Select the Filter drop-down menu to view the list of filters.
   
4. Click to review the problem details.
   
5. Select the problem and click Associate.
   

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