Problem Management Agent

Availability: Xurrent Agents are currently available in the QA and demo environments. They are not yet available in production. Follow the release notes for updates on production availability.

What it does

The Problem Management Agent looks across open incidents for a service, finds groups that point to the same configuration item, and drafts a problem from each group for the service's Problem Manager to take forward.

When it runs

The agent runs when an incident for one of its services is created, when a request becomes an incident, or when a configuration item is linked to one. Incidents that arrive close together are handled together. The agent is never assigned to a record.

Skills

The first three skills work together to decide whether incidents belong together. They run in Suggest mode only.

Incident clustering

Groups open incidents that share a configuration item.

Root cause signal extraction

Picks out what the incidents in a group have in common.

Known error detection

Checks whether a group matches a known error already on record.

Problem record drafting

Creates the problem. This skill runs in Auto Confirm mode only.

Before you begin

• Sera AI is enabled for the account in account settings.
• You have the Account Administrator or Account Designer role.
• Each service you choose has a Problem Manager and a support team.

Set up

1. In the settings console, open Agent Designer and select the Problem Management Agent.
2. Switch on the skills you want and choose an action mode for each. Where a skill has a confidence threshold, leave it at the default to begin with.
3. Click Enable agent.
4. In the Scope section, choose the services the agent should work for. Until you choose at least one, the agent does nothing.
5. Click Save.

Enabling the agent gives it the Problem Manager role so it can create problems.

Review its work

Each drafted problem has the service's Problem Manager as its manager and the service's support team as its team, with the grouped incidents linked. The Problem Manager is notified. The problem is not assigned to a member.

Limits

• The agent never assigns a problem to itself and cannot be selected as a member or manager.
• If the service has no Problem Manager, no problem is created. The draft is posted as an internal note on the incident instead.
• Incidents already linked to a problem are left out of new groups.

Related pages

• Agent Designer
• Problem
• Service
• Configuration Item