Recurring Incidents

[stillkl]

We are trying to create reports/metrics around recurring Incidents.   What do other companies consider a "recurring incident" to be?   How do companies measure recurring Incidents, and do you consider it a metric used in problem management or incident management?

Any input would be appreciated.   Thanks!!

[gyedwab]

Hi Kim,

If you have a process where users reopen the incidents they have previously opened, then you can use the Reopen Count field to track that metric:

https://my.exploreanalytics.com/pub/view/d710167cbd434099991c765955181715

If you create new incidents and associate them to parent incidents, you could do something similar with the Child Incidents field.

[Paul Porter]

Kim, can you elaborate where this field is found?   I've seen a few articles referring to this as an available field in the Incident table and I can't find it in the Incident table, including the schema.

Thanks,

Paul

[Uncle Rob]

The smarter and more nuanced your CMDB and Event Management are, coupled with how deeply your staff can interact with those two disciplines, will be a determining factor in how effective recurring incident detection will be.

Without those disciplines, "recurring incidents' usually turns into a well meaning but terribly inefficient request to have more levels of categorization on Incident + hoping that users will view categories the same way.

[Uncle Rob]

Robert's "Half Baked" Organic Incident Trending on Zero Budget Protocol

- Remove categorization from Incidents

- Upgrade to Fuji and train people how to tag Incidents

- Create an incentive program around Incident tagging

- At whatever interval you wish, extract your incidents and tag field and dump them into Wordle

- Cross reference the patterns you find in Wordle with the tagged incidents to see if you can find commonalities on CI's or some other paradigm.