BMC Helix Virtual Agent 21.02
Use BMC Helix Virtual Agent to enable your end users to request services and resolve their issues in a conversational interface. Using natural language, BMC Helix Virtual Agent can report issues, create requests and cases, or search for knowledge articles on behalf of the users.
Learn what’s new or changed for BMC Helix Virtual Agent 21.02.01, including new features, urgent issues, documentation updates, and fixes or patches.
Tip
To stay informed of changes to this list, click the 
icon on the top of this page.
The following updates have been added since the release of the product:
Date | Title | Summary |
|---|---|---|
September 2, 2022 | Enable Microsoft Teams in a chatbot application by using Developer Portal. | |
May 4, 2021 | ||
March 17, 2021 | BMC Helix Virtual Agent includes the following enhancements:
| |
December 4, 2020 | Patch 01 for 20.08 | This update includes defect fixes and the following enhancement:
|
September 23, 2020 | 20.08 | BMC Helix Virtual Agent includes the following enhancements:
|
February 21, 2020 | 20.02 | BMC Helix Virtual Agent includes the following enhancements:
|
November 22, 2019 | 19.11 | BMC Helix Virtual Agent includes the following enhancements:
|
October 10, 2019 | Patch 01 for 19.08 | This update includes defect fixes. |
August 22, 2019 | 19.08 | BMC Helix Virtual Agent includes the following enhancements:
|
May 31, 2019 | 19.05 | BMC Helix Virtual Agent includes the following enhancements:
|
February 21, 2019 | 19.02 | BMC Helix Virtual Agent includes the following enhancements:
|
November 30, 2018 | 18.11 | BMC Helix Virtual Agent includes the following enhancements:
|
October 18, 2018 | Patch 01 for 18.08 | BMC Helix Virtual Agent includes the following enhancement:
|
September 14, 2018 | 18.08 | BMC Helix Virtual Agent includes the following features:
|
July 29, 2018 | 18.05: Update 01 | This release includes fixes for known issues. |
June 6, 2018 | 18.05 | BMC Helix Virtual Agent includes the following features:
|
March 30, 2018 | 18.02: Update 01 | BMC Helix Virtual Agent includes the following feature:
|
February 28, 2018 | 18.02 | BMC Helix Virtual Agent includes the following features:
|
Submitting service requests or searching knowledge articles End users search knowledge articles and submit service requests from chatbot. Using live chat to escalate issues to support agents End users can use live chats to escalate their requests to support agents. |
Planning and deploying chatbots Before implementing chatbot, plan and identify the use cases that you want to address by using chatbots. | As an administrator, set up integrations with other BMC products or third-party software. |
As an administrator, change the branding of BMC Helix Virtual Agent, configure the chatbot channels and knowledge search providers, and view the chatbot usage reports. | Resolve issues that you might encounter while using BMC Helix Virtual Agent. |
Developer Communities  | Helix Communities  | Videos  | Education  |
This topic describes and links to PDFs and videos that support this product release. If the ready-made PDFs of this space do not satisfy your requirements, you can export a custom PDF.
Videos
The following list displays the topics that contain videos that supplement or replace the text-based documentation:
This topic provides information that supplements the BMC Helix Virtual Agent documentation.
Frequently asked questions
This section provides answers to frequently asked questions about BMC Helix Virtual Agent.
How do I enable a dynamic answer in IBM Watson Assistant without using the Publish Chat-enabled service wizard?
- Log in to your IBM Cloud account.
- Navigate to the IBM Watson Assistant Skill that is configured with BMC Helix Virtual Agent, and take the backup of the skill.
- Navigate to the dialog that contains intent for the service that has dynamic answers.
- 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. - Specify the condition as True.
- Next to Then set context:, click
, and open the JSON editor. 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:
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 for
Save it as
If not preset, ask
Type
JSON 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"}}- Save your specifications and close the JSON editor.