Phased rollout

 

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

BMC

BMC Helix Virtual Agent 21.05

All versions
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.


Release notes and notices
updated 17 Jun

Learn what’s new or changed for BMC Helix Virtual Agent 21.05, including new features, urgent issues, documentation updates, and fixes or patches.

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Related topics

Known and corrected issues

Support information

BMC Helix Innovation Suite Release notes and notices

Release notes and notices


The following updates have been added since the release of the product:

Date

Title

Summary

June 23, 202121.05

BMC Helix Virtual Agent includes the following enhancements:

  • View notifications and broadcasts from BMC Helix Digital Workplace Advanced in chatbot.
  • Post comments or attach files to an open service request from the chatbot web UI.
  • Configure Google Firebase Dynamic Links to send short URLs to end users.

Planning and deploying chatbots

 

Before implementing chatbot, plan and identify the use cases that you want to address by using chatbots.

Onboarding and implementing

 

As an administrator, onboard users, configure the cognitive service provider, and set up the chatbot.

Integrating

 

As an administrator, set up integrations with other BMC products or third-party software.



Administering

 

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.

Troubleshooting

 

Resolve issues that you might encounter while using BMC Helix Virtual Agent.



Developer Communities

Developer Communities

Helix Communities

Communities

Videos

Videos

PDFs and videos

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:


Frequently asked questions

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.

 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 Virtual Agent.


 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 Skill that is configured with BMC Helix Virtual Agent, 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 Skill that is configured with BMC Helix Virtual Agent, 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. 
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 Virtual Agent 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. 


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