This documentation supports the 20.02 version of BMC Helix Chatbot.
To view the documentation for the previous version, select 19.11 from the Product version menu.

FAQs and additional resources

This topic provides information that supplements the BMC Helix Chatbot documentation.

Frequently asked questions

This section provides answers to frequently asked questions about BMC Helix Chatbot.

 In which ways can I enable chat for BMC Helix Digital Workplace Catalog services?

You can enable chat for services from IBM Watson Assistant Skills or by using the Publish Chat-enabled service wizard in BMC Helix Chatbot.


 What is the recommended way to enable chat for services?

BMC recommends that you enable chat for services by using the Publish Chat-enabled service wizard. For more information, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced.


 How do I enable a dynamic answer in IBM Watson Assistant without using the Publish Chat-enabled service wizard?
  1. Log in to your IBM Cloud account.
  2. Navigate to the IBM Watson Assistant Skills that is configured with BMC Helix Chatbot, and take the backup of the skill.
  3. Navigate to the dialog that contains intent for the service that has dynamic answers.
  4. Create a child dialog and specify its name by using the following syntax:
    Fetch Dynamic Answers - <Service Name>
    For example, Fetch Dynamic answers - Flight Reservation.
  5. Specify the condition as True.
  6. Next to Then set context:, click  , and open the JSON editor.
  7. In the JSON editor, replace the existing text with the following text:

    {
     
    "context": {
       
    "questionIdsWithDynamicAnswer": [
    
    <comma separated values of all the dynamic answers question Id>
    
        ]
      },
     
    "output": {
       
    "text": {
    
    "values": [],
         
    "selection_policy": "sequential"
    
    },
    
    "action": {
         
    "inputMap": {
           
    "service Id": "<serviced of the request>",
          
     "questionIdsWithDynamicAnswer":
    "$questionIdsWithDynamicAnswer"
         
    },
         
    "outputMap": {
           
    "status": "${actionResult.output.status}",
           
    "message": "${actionResult.output.message}"
         
    },
         
    "actionTypeName": "com.bmc.dsm.chatbot:fetchDynamicAnswerUsingServiceRequestId",
    
    "waitForActionExecution": true
    
        }
      }
    }

    The following image shows an example of fetching dynamic answers for the Flight Reservation service:

  8. In the Fill Questions - Flight Reservation child dialog, complete the fields.
    The following table provides examples of field values for the Flight Reservation service:

    Check forSave it asIf not preset, askTypeJSON content

    @sys-date && slot_in_focus

    $departingDate


    Required

    {

      "context": {

        "departingDate": "<? @sys-date+' '+((entities['sys-time'] == null) ? '00:00:00': @sys-time) ?>",

        "show_flyingTo": "true"

      }

    }

    $flyingTo == null && $show_flyingTo == true

    $temp


    Optional

    {

      "context": {

        "temp": "$flyingTo == null && $nextStep == 5",

        "sys_options": "<? context.bmc_lookup_mappings.get('66c33cf7-9a11-9104-a2b8-a5e06f2bc9be') ?>",

        "bmc_dynamicQuestionId": "66c33cf7-9a11-9104-a2b8-a5e06f2bc9be",

        "bmc_isCurrentAnswerValid": "false"

      }

    }

    input.text && slot_in_focus && $bmc_isCurrentAnswerValid

    $flyingTo

    Flying To

    Required

    {

      "context": {

        "flyingTo": "<? input.text ?>"

      }

    }

    $flyingTo != null

    $temp


    Optional

    {

      "context": {

        "temp": "$flyingFrom != null",

        "bmc_dynamicQuestionId": null,

        "bmc_isCurrentAnswerValid": "false"

      }

    }

  9. Save your specifications and close the JSON editor.


 How do I enable an attachment in IBM Watson Assistant without using the Publish Chat-enabled service wizard?
  1. Log in to your IBM Cloud account.
  2. Navigate to the IBM Watson Assistant Skills that is configured with BMC Helix Chatbot, and take the backup of the skill.
  3. Navigate to the dialog that contains intent for the service that has attachments.
  4. In the Attachment Question child dialog, complete the fields.
    The following table provides examples of field values for the Flight Reservation service:

    Check forSave it asIf not preset, askTypeJSON content

    @sys-date && slot_in_focus

    $returningDate


    Required

    {

      "context": {

        "show_attachmentDocument": "true",

        "returningDate": "<? @sys-date+' '+((entities['sys-time'] == null) ? '00:00:00': @sys-time) ?>"

      }

    }

    $attachRequiredDocument == null && $show_attachmentDocument == true

    $temp


    Optional

    {

      "context": {

        "temp": "$attachRequiredDocument == null",

        "$bmc_isCurrentAnswerValid": "false",

        "bmc_import_wizard_response_type": "Attachment"

      }

    }

    input.text && slot_in_focus && $bmc_isCurrentAnswerValid

    $attachRequiredDocument

    Flying To

    Required

    {

      "context": {

        "attachRequiredDocument": "<? input.text ?>"

      }

    }

    $attachRequiredDocument != null

    $temp


    Optional

    {

      "context": {

        "temp": "$attachRequiredDocument != null",

        "$bmc_isCurrentAnswerValid": "false"

      }

    }

  5. Save your specifications and close the JSON editor.

 What are the unsupported scenarios and limitations of real-time translation?

The following table describes the limitations of real-time translation for specific content:

ContentTranslation limitations or unsupported scenarios
Strings
  • After enabling real-time translation, all responses from the chatbot are translated. You cannot choose specific responses for translation. 
Content which is in unsupported locales
  • For locales that are not supported in BMC Helix Platform, system messages and localized messages are displayed in the default language, typically English. Other messages might get incorrectly translated. 
Knowledge articles
  • Custom model and dictionaries in knowledge articles are not translated. 
  • When a knowledge article content is in multiple languages, such as English, French, and German, the knowledge article might not get translated correctly.
  • Names of attachments might not get translated.

  • If the title of a knowledge articles or the content has GUID, the GUID value is not translated. 

  • If the title of a knowledge article or the content has words in upper case, for example ORACLE, such words are not translated.

  • If the knowledge article contain proper nouns as single words (not used in a sentence), for example Java, such words are not translated. However, proper nouns in a sentence are translated correctly. For example, Download Java from Oracle, is translated correctly.
  • If the HTML or JSON in a knowledge article is not valid, the knowledge search returns an error or incorrect translation.
Dates
  • When using BMC Helix Chatbot web UI, dates are not translated correctly.
  • When translating from Japanese, dates entered in a format other than yyyy-dd-mm are not translated. Administrators can advise their end-users to enter dates in the appropriate format.
The word Amazon
  • When using Microsoft Azure Translator Speech API to translate from French to Japanese, the word Amazon does not return correct results. Instead of Amazon, users can type search for Amazon so that the correct results are displayed. 

Additional resources

The following links provide information outside of the BMC Helix Chatbot documentation that you might find helpful:

  • BMC Helix Platform

  • BMC Helix Digital Workplace Advanced

  • BMC Helix Business Workflows

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