Emerging Incident Detection Process

1. Discovery

Y Meadows closely monitors every incoming support case to recognize issues as they arise and to determine if the issue might be connected to a new parent incident.

Two examples of a new case could be:

• The case belongs to a cluster of recent cases that differ from any previously encountered.

  EXAMPLE: Numerous cases report encountering a red screen that says “error 503” which is not something that has been seen before.

• The case falls within a familiar topic, but the volume of this type of case is unusual.

  EXAMPLE: There have been 100 cases in the past hour about trouble logging in, normally we see about 10 in an hour.

2. Validation

Y Meadows promptly notifies the support team through Slack (or any other internal messaging tool) about a potential new parent incident.

• Notification - Y Meadows can either notify incident management through the creation of a special category ticket, via a channel on Slack or Teams, or both.
  

The support team has the ability to:

• Validate and confirm that the reported incident is a new parent issue.
• Determine that the reported incident is not a valid new parent issue.
• Identify that the reported incident is an extension or continuation of an existing known parent issue.

3. Parent Creation

If the parent is validated, Y Meadows will create a "parent case" in the incident management system and establish a connection between the customer messages and the parent case.

• Subsequently, when new messages enter the system and match the parent topic, they will be automatically linked to the corresponding parent case.

4. Ticket Resolution

When a parent issue is successfully resolved, Y Meadows has the capability to automatically execute actions on all cases associated with that parent.

• EXAMPLE: Consider a scenario where 50 cases are associated with a parent case related to a bug that emerged in the latest software release. Once the bug is rectified, Y Meadows can perform the following automated tasks:
  1. Update and close all the linked cases, ensuring they reflect the resolution of the underlying issue.
  2. Notify the customers about the resolution of their cases, providing them with the necessary information.
  3. Close the parent case, signifying the overall resolution of the problem.

Y Meadows enhances efficiency by automating these processes, effectively organizing and closing all cases connected to the parent issue upon its resolution.

For Emerging Incident Detection, we utilize cutting-edge AI-driven Vectors and Embeddings. So, what are these…

Imagine 2 different balls – a golf ball versus a basketball. In the AI world, to identify these balls using a numerical scale, you would assign a number for each defining characteristic such as size, color, hardness, etc. The collection of these numbers form Vectors and Embeddings.

We apply the same principle to issue reporting, identifying similarities and unusual trends, which allows us to proactively spot and alert on emerging issues regardless of how they're reported.

This detection helps us instantly and accurately group, alert, and respond to these issues  – saving your team and customers from a bunch of chaos.