show similar tickets

[renatajoggi]

Hi,

We have the problem that different agents are searching for the same cause. Because several incidents come in and are assigned to different agents. 

Is there a way to show the similar tickets in a dashboard or similar? maybe even with machine learning or KI?

I think of something variable like
Search if 2 or more words (nouns) are the same in
Description
short description
Category

Then group them and display it

Thanks for helping.

Renata

[Mohith Devatte]

Hello @renatajoggi ,

is there any indicator or a field that says all the incidents belong to same category ?

like category or subcategory or assignment group

then you can create a report on incident table and select type as bar graph and in the configure section do group by one of those fields which indicates or groups incidents into one category 

mark my answer correct if it helps you

[renatajoggi]

Hi @Mohith Devatte

Thank you for your answer. 

it may have different indicators. 
same
Description
same short description
same category

The report shows me too many tickets. 

For example, if I say tickets which contain the word "VDI"

Do you have other ideas?

thank you for helping. 

Regards, Renata

[Mohith Devatte]

HELLO @renatajoggi ,

I THINK WE MAY HAVE TO USE ONE OF THE INDICATORS OTHER WISE WE CAN GROUP THE TICKETS .

THE ONLY WAY IS TO HAVE A COMMON LINK LIKE THIS USING ANY INDICATOR 

THANKS

[renatajoggi]

Hi @Mohith Devatte

I know what you mean, we have such reports in use. 
I think of something variable like
Search if 2 or more words (nouns) are the same in
Description
short description
Category

Then group them and display it

Thanks