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Enabling integration with BMC Helix Digital Workplace Advanced and BMC Helix Business Workflows

You can configure BMC Helix Virtual Agent to work with the following applications:

  • BMC Helix Business Workflows—This configuration enables users to fetch BMC Helix Business Workflows knowledge articles via BMC Helix Digital Workplace Advanced. For more information, see List of providers Open link and Empowering BMC Helix Digital Workplace Advanced users to create cases in BMC Helix Business Workflows Open link .
  • BMC Helix Digital Workplace Advanced—This configuration enables users to create service requests and resolve user questions by using the Remedy Knowledge Management knowledge base. 

The procedure provided in this topic applies to both—BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced.

Before you begin

Before configuring BMC Helix Virtual Agent for BMC Helix Business Workflows or BMC Helix Digital Workplace Advanced, ensure that the following tasks are complete:

  • You have an IBM Watson license.
  • You have created chatbots for your line of business and customized them according to your business requirements. 
    For more information, see Setting up chatbots for your line of business.
  • If BMC Helix Digital Workplace Advanced is configured with BMC Helix Single Sign-On (Remedy SSO), ensure that OAuth and Pre-authentication is configured in Remedy SSO:
    • The OAuth client is registered in Remedy SSO. When registering OAuth 2.0, ensure that you copy the Client ID and Client secret. To see the steps to register a client, see  Configuring OAuth 2.0 Open link  in Remedy SSO online documentation.

    • After registering the client, edit the client details and copy the Certificate. 

    • In Remedy SSO, pre-authentication is added in the realm created for BMC Helix Digital Workplace Advanced. When configuring pre-authentication, ensure that you paste the Client ID, Client secret and Certificate that you copied when configuring OAuth earlier. To see the steps to configure pre-authentication, see  Configuring preauthentication Open link  in Remedy SSO online documentation.

To add BMC Helix Digital Workplace Advanced client application credentials

In BMC Helix Virtual Agent, add the BMC Helix Digital Workplace Advanced Application details so that service requests are created in BMC Helix Digital Workplace Advanced client application. If you have multiple chatbots, all the chatbots connect to a single instance of BMC Helix Digital Workplace Advanced.

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and Chatbot > Chatbot integrations > Digital Workplace.

  3. The Digital Workplace URL for the BMC Helix Digital Workplace Advanced application is automatically populated. 

    Note

    If you are not using Remedy SSO as the authentication provider, specify the user name and password for the BMC Helix Digital Workplace Advanced Application.

To add BMC Helix Digital Workplace Advanced Service Catalog application credentials

In BMC Helix Virtual Agent, add the BMC Helix Digital Workplace Advanced Service Catalog application details. This configuration is required by the Publish Chat-enabled Service wizard to enable chat for BMC Helix Digital Workplace Advanced services.

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and Chatbot > Chatbot integrations Digital Workplace Catalog

  3. In Digital Workplace Catalog Url, enter the URL for the BMC Helix Digital Workplace Advanced Service Catalog application.

    Note

    The Digital Workplace Catalog URL must contain the server details and the port number, if configured. Provide the URL in the following format:

    http://<DWP Catalog server hostname>:<port-number>

To configure BMC Helix Single Sign-On OAuth authentication

If BMC Helix Digital Workplace Advanced is configured with Remedy SSO, in BMC Helix Virtual Agent, configure Remedy SSO with OAuth.

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and Chatbot > Chatbot integrations > RSSO OAuth.
  3. In the RSSO OAuth page, in the API Authorization Endpoint field, enter the OAuth authorization endpoint URL in the following format:

    https://rsso servername:port/rsso

    Ensure that the URL points to the same RSSO Server used by BMC Helix Digital Workplace Advanced. For more information about OAuth 2.0 Support, see  Configuring OAuth 2.0 Open link  in Remedy SSO online documentation.

  4. In the Resource Server field, enter the BMC Helix Digital Workplace Advanced application URL provided when adding BMC Digital Workplace client application credentials.

  5. In the Client ID and Client Secret fields, type the details obtained when registering the OAuth client.

  6. Click Save.

Important

Ensure that the Remedy SSO server for BMC Helix Innovation Suite and BMC Helix Digital Workplace Advanced Application use the same Identity Provider (IdP).

To map catalog services to BMC Helix Virtual Agent actions

In BMC Helix Virtual Agent, map BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced Catalog services to so that the appropriate catalog service is used based on the chat conversation.

Before you begin

Ensure that services to be mapped to BMC Helix Virtual Agent are created in BMC Helix Digital Workplace Advanced Application and the administrator user has permissions to BMC Helix Digital Workplace Advanced to access the services. This mapping is required so that the appropriate catalog service (from BMC Helix Business Workflows or BMC Helix Digital Workplace Advanced) is used based on the conversation in BMC Helix Virtual Agent. 

To map the catalog services 

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and Chatbot > Chatbot integrations Service catalog mapping
  3. In the Service Catalog Mapping section, click New Mapping

  4. On the Create Service Catalog Mapping page, from the Service Name list, select the service request that you want to map to BMC Helix Virtual Agent.

    The ServiceRequestID, Service GUID, and ServiceRequestName values are automatically populated according to the Service Name selected earlier. 

  5. In the Chatbot Action field, type the name. 
    The Chatbot Action should match the action defined in the IBM Watson Assistant dialog.

The process for configuring BMC Helix Virtual Agent for BMC Helix Business Workflows and BMC Helix Digital Workplace Advanced is now complete.

To configure proactive notifications for chatbot

BMC Helix Digital Workplace Advanced triggers a request to proactively notify the user in BMC Helix Virtual Agent if the user is idle or inactive during conversation with the chatbot. The chatbot proactively connects with the user through the preferred communication channel. The proactive notification is triggered in case of the following scenarios:

  • Approval: Chatbot contacts the user if there is a pending approval and provides details.
  • Password expiry: Chatbot contacts the user for password expiry warning.
  • Feedback or survey: Chatbot contacts the user for feedback on any action.
  • Follow up: Chatbot contacts the user to engage in case of follow up actions. 

The user is considered to be idle based on the user notification idle time set in the configuration If the user is not available in the conversation, the chatbot sends the notification later. 

To configure proactive notifications

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and Chatbot > Cognitive service.
  3. On the Cognitive service page, from the Configure list, select Chatbot.

  4. In the Proactive notifications section, enter the value in the following fields, and click Save.

    FieldDescription
    Chat Session Idle TimeEnter the time in seconds after which the chat session closes automatically if the end user is not chatting.
    Default time: 900 seconds Valid range: 300 to 1200 seconds


 


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