Incident and Root Cause Analysis

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Incident and Root Cause Analysis

How can I analyze incidents and their causes?

Besides analyzing categories and characteristics, do you additionally want to analyze your incidents and their causes? Incident analysis is available for this purpose.

You can learn how to create incidents and define causes in the article "Incidents and causes".

In the analysis area of WeASSIST you can create a new incident analysis. Here you first select the time period and the report type. In addition, you have the option to further granulate the report by filtering devices and causes after selecting the previous two criteria.

As report types, choose between the following:

Causes over a period of time
Devices with incidents
Incidents by duration
Average duration of a cause
Causes (hierarchical)

In the Causes over a Period report type, depending on the time period, the horizontal axis displays the time/period at which incidents occurred. On the vertical axis, the incidents are stacked so that the number of incidents can be seen.

Devices with incidents:

This report lists the top 10 devices whose assigned number of incidents was the highest. On the right side of the report there is the possibility to drill down by clicking on the corresponding device and further on the right side on the respective incident. Here the complete hierarchy of causes can be displayed.

Incidents by duration:

The incident with the longest duration is displayed at the top and other incidents are sorted in descending order according to their duration. You can also read out from this analysis how long the respective incident lasted and which cause or causes were stored for this incident. Here you can quickly determine in which processes you could and should become faster in the context of troubleshooting.

Average duration of a cause:

Descending by the duration of the cause, the causes you created that have been assigned to an incident are listed here. Especially in a historical comparison, this report shows you if different causes could be fixed faster.

Causes (hierarchical):

In this report, a sunburst diagram gives you the opportunity to analyze the entire hierarchy of causes you have created. By clicking on the individual areas of the diagram, you are able to drill down.

Once you have created your report type, you can save it via the "Save" button and assign a name to the analysis. This appears analogous to the device analyses in the analysis area in the preselection under the assigned name.