Can we use process mining to determine if a related change is being removed from an incident.

brianmccargar · ‎12-14-2023

I am trying to figure out if I can use process mining to determine if a related change was removed from an incident.

We are looking to get information on incidents that have had change requests removed from them. This will help track down where this process is being used improperly, which can cause issues in reporting and losing potential cause or fixes that were done to resolve the issue.

dangrady510 · ‎12-19-2023

So the short answer is Yes.

Create a project that includes Change Request as a Grouped breakdown.

Then in the analyst workbench you will apply two filters. One transition and one condition.

The transition filter will look for situations where the Change value has changed on the record.

The condition filter will isolate records where the Change value is empty once the record is closed.

There may be other ways to get to the same result, but I believe this will get you the answer you are looking for.

If you get stuck let me know and we can find some time to jump on a quick call.

View solution in original post

dangrady510 · ‎12-20-2023

Fantastic - looking forward to hearing about what you find :). Also this is a good idea for our use case series recordings. Thank you for posting.