What is the best way to identify a similar or related incident(s) by the contents of description / work notes?

[aansell]

Hi everyone,

Is there a way to identify any related previous incidents based on the contents of the description, short_description and/or worknotes?  Is there anything oob that would enable us to 'link' incidents based on the contents of some or all of these fields.

I know we can do Global Searching / Contextual Searching but I was wondering if there was something  similar to 'incidents by same caller' related list but  more  along the lines of 'incidents on the same subject / topic'.

Is this available oob or has anyone implemented something along these lines as a customised feature?  

Any help/guidance would be appreciated.

Thanks,

Arthur

[aansell]

Thanks Goran,

A colleague of mine had a similar thought but we have not seen any release date for Kingston yet or details of the AI functionality, is there any further information you have on when it may be available? The last I saw was 'available end of Q4 2017', we are planning to upgrade to Jakarta at the end of the year so it would be nice to know if Kingston was to appear at the same time.

Thanks,

Arthur

[Goran WitchDoc]

what I heard (Not official) is public in Jan 2018. But that can of course change.. and you never wanna step on the first unpatched version of any software 😃

[aansell]

Hi Göran,

Well that is interesting on the date - we shall wait and see when it appears. I agree that jumping into an unpatched level is not where we'd want to be.

All the best,

Arthur

[Ct111]

Hi Arthur have you tried creating a new Filter on All module (under Incident)   based on your requirement like Short Description contain etc.... Description contains etc... and Worknotes contains etc...etc.. and save it   and Run it whenever you want any pattern based on Description ,worknotes etc.

PLease Hit Like or Mark correct if this resolved your problem

[Ct111]

Hi Arthur have you tried creating a new Filter on All module (under Incident)   based on your requirement like Short Description contain etc.... Description contains etc... and Worknotes contains etc...etc.. and save it   and Run it whenever you want any pattern based on Description ,worknotes etc.

PLease Hit Like or Mark correct if this resolved your problem