Insights

Insights provides information into how similar incident in the past was resolved and who resolved it.

From Incident page menu (left navigation), select Insights.

Similar Incidents

Similar Incidents displays incidents previously happened. It shows both opened incidents and resolved incidents in this category. This gives vital information to you about similar incidents and how they were resolved. You can navigate to the previous incidents (as example Opened) as follows.

Resolution Code

Resolution Code provides vital information on how the previous incidents were resolved. For example, the previous incidents shown above were resolved by increasing resources. This provides insight into how you can resolve the existing incident.

Resolved User

In some of the incidents, it is essential to know who actually resolved the incident. This helps you either to discuss the information with respective user or to assign to the right resource so that the incident is resolved in an efficient way.