FAQ

cfxGenie - Frequently Asked Questions

What are the mandatory fields in the tickets to get cfxGenie to analyse?

Following are the mandatory fields needed in the input file:

1. Opened time stamp - the date and time when the incident was opened

2. Closed time stamp - the date and time when the incident was closed

3. Either Short Description or Description or Ticket Notes or Details of the incident are needed for clustering.

What are the sources that you support ?

The following data sources are supported.

• Native integration with ServiceNow.

• For all other systems like SNOW, JIRA, Remedy, etc, you can export tickets / incidents and import into cfxGenie using File Upload.

How many ticket uploads can I have in my workspace ?

The cfxGenie trial is enabled for 40K tickets / incidents. Paid version has no such limits.

How many maximum jobs are allowed for me as a user?

The cfxGenie trial version allows a maximum of 5 jobs. You can delete unused jobs and recreate them. The paid version has no limits.

I am providing username / password for ServiceNow account, Is ServiceNow connection secure from cfxGenie application?

Yes. All communication between ServiceNow and cfxGenie application is a secure connection.

Can I use different currency denominations in cfxGenie application?

Currently only 'USD' is supported in trial version. However, new currencies support are being added. For paid version of cfxGenie, additional currencies are supported. Please contact CloudFabrix Support Team for more details.

How can I change cluster mapping as per my tickets?

If new job, you can map them on Cluster inputs page. For existing job, you can click on “Edit and Resubmit” action of that particular job and change the inputs in Cluster inputs page.

How many cluster inputs are supported ? Are there any mandatory fields ?

All supported cluster inputs are obtained as part of Cluster Inputs. The fields are

• Additional Comments

• Comments and Work Notes

• Description

• Work Notes

• Short Description

These can be modified once you create a job by Edit and Resubmit the job.

Do I have to rename clusters after job completion?

Yes, after each run the new clusters are generated. User has to rename the clusters.

What does Cluster Edit Action do?

System auto generates cluster names as Cluster-1 and Cluster-2 etc.. With the help of this action user can rename the clusters with appropriate name that identifies the group of tickets that got mapped into that cluster. Check detailed process here.

Can I invite my team members to try cfxGenie?

Yes. You can share cfxgenie.cloudfabrix.io registration link for them to register and create new workspace.

There is an error while trying with demo data, where can I see the error?

Please contact CloudFabrix Support team with error.

Can I re-run the analysis with new parameters such as “Acceptable MTTR”, new mapping between upload ticket attributes and cfxGenie?

Yes. Click on “Edit and Resubmit” action for that job and map the fields in User Inputs page.

Can I share my exported tickets for you to analyze?

Yes, you can share the exported tickets to support team for analyzing.

How long is the data stored in the SaaS environment?

It is saved for 30 days and after that it will be purged.