{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":35982,"path":"now-intelligence/process-mining/configure-insights-itsm-po.md","title":"Configure ITSM insights in the Process Mining dashboard","bundle":null,"doc_type":null,"release":"australia","body":"\n# Configure ITSM insights in the Process Mining dashboard\n\nConfigure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.\n\n## Before you begin\n\n**Important:** This feature is available with the ServiceNow Store Process Mining ITSM content pack v1.2. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).\n\nRole required: sn\\_process\\_mining\\_power\\_user\n\n## About this task\n\n## Procedure\n\n1.  Navigate to **All** &gt; **Process Mining** &gt; **Process Configurations**.\n\n2.  [Configure the desired finding definitions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/now-intelligence/process-mining/view-business-findings.md).\n\n    The insights filters listed in the following table are available by default.\n\n<table id=\"table_jc3_pzy_2qb\"><thead><tr><th>\n\nWork item\n\n</th><th>\n\nInsights filters\n\n</th></tr></thead><tbody><tr><td>\n\nIncident\n\n</td><td>\n\n-   Multihop issue\n-   Solution rejection issue\n-   Misuse of On Hold state\n-   SLA missed issues\n\n\n</td></tr><tr><td>\n\nProblem\n\n</td><td>\n\n-   Problem was canceled\n-   Problem risk was accepted\n-   Resolved problem was reanalyzed\n-   Problem fix not completed\n-   Problem reopened\n\n\n</td></tr><tr><td>\n\nChange requests\n\n</td><td>\n\n-   Model is changed in the process\n-   Pre-approved change requests\n-   Failed change requests\n\n\n</td></tr><tr><td>\n\nRequested items\n\n</td><td>\n\n-   RITM state is closed incomplete or closed skipped\n-   Multihop: RITM going through two or more reassignment\n\n\n</td></tr></tbody>\n</table>    When the finding rules are updated, you can view that in the Insights section in the dashboard.\n\n3.  On the Summary and insights page, for the selected insight:\n\n    -   To perform process analysis, select **Process Analysis**. You can view the Process Mining map with the applied filters.\n    -   To perform cluster analysis, select **Cluster Analysis**. Select **View cluster** to view the results. For more information, see [View a cluster analysis](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/now-intelligence/process-mining/cluster-analysis.md).\n\n**Parent Topic:**[Content pack for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/now-intelligence/process-mining/itsm-proc-opti-content-pack.md)\n\n"}}