This documentation supports the 19.02 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Configuring BMC Helix Cognitive Automation

To configure BMC Helix Cognitive Automation on your system, you must first obtain appropriate license, URL, and credentials for configuring and using BMC Helix Cognitive Automation.

Before you begin

Before you configure and use BMC Helix Cognitive Automation, ensure the following:

  • You have obtained the appropriate license to use BMC Helix Cognitive Automation.
  • You have the required Cognitive Service Config permission. For information about this permission, see BMC Helix Cognitive Automation permissions.

To obtain the URL and credentials required to configure the cognitive service

The Cognitive Service URL, Username, and Password are essential to configure the cognitive service on your system. The URL and credentials are provided as a part of the activation process. These details are shared in the activation notification that is sent to the user and also available with the Business Relationship Manager. Ensure that you enter the Innovation Suite username and password.

Configure parameters for enabling the cognitive service

BMC Helix Cognitive Automation can be configured for multiple options. For this, ensure that you have configured the related parameters. The following flow diagram describes the sequencing of how the cognitive service prioritizes when multiple options are configured:

Click to expand the diagram

You can configure the following Centralized Configuration (CCS) parameters in Centralized Configuration. For a detailed step-by-step procedure, see  Configuration parameters for Smart IT  in Remedy with Smart IT online documentation:

CCS ParameterDescription of CCS parameterComponent TypeDefault Value

Apply-Cognitive-For-Categorization

Configure this parameter to automatically or manually populate category and to display the Recommendation button.

Select any one of the following option:

No: Use this option if you do not want to populate the category automatically and manually.

Show Recommendation: Use this option to display the Recommendation button that an agent can use to populate relevant category while creating a ticket.

Apply Automatically : Use this option to automatically apply the most relevant category while creating a ticket from Smart Recorder.

You can configure this parameter from the Cognitive Service Configuration form. For more information, see Configuring BMC Helix Cognitive Automation.

For the cognitive service to function, ensure that the training data set is successfully trained. For steps to train your data set, see Generating training data for BMC Cognitive Helix Automation.

com.bmc.arsys.smartit

com.bmc.arsys.server.shared

No

Apply-Cognitive-For-Templates

Use this parameter to apply the most relevant ticket template to the ticket that is created by using an incoming email from a business user.

com.bmc.arsys.server.shared

No

Apply-Cognitive-For-Recommending-DWPServices

Use this parameter to automatically respond to the user's email with the most relevant Digital Workplace Catalog for the user to create a service request.

Note

This option is available only when Digital Workplace is installed for Service Request Management in your organization.

com.bmc.arsys.server.shared

No

FTS-Recommending-KB-RelevancyThreshold

Enter a numeric value between 1 and 100 to set the threshold to find a relevant knowledge article that matches the threshold.com.bmc.arsys.server.shared70
Apply-Cognitive-For-Recommending-KB

Use this parameter, with the value as No to automatically respond to the user's email with the most relevant Remedy Knowledge Article that the user can use to resolve the issue. The email engine uses the Full Text Search feature to search for this knowledge article.

Use this parameter, with the value as Yes to automatically respond to the user's email with the most relevant Remedy Knowledge Article, searched by BMC Helix Cognitive Automation, that the user can use to resolve the issue.

com.bmc.arsys.server.shared

No

Cognitive-Service-Confidence-Threshold Enter a numeric value between 1 and 100 to set the threshold for finding relevant categories.com.bmc.arsys.server.shared90

To configure the cognitive service

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. On the Cognitive Data Setup form, click Cognitive Service Setup.
  3. On the Cognitive Service Connection Settings form, enter the field values for User NamePassword, and Cognitive Service URL.
    The URL and credentials are provided as a part of the activation process. These details are sent to the user in the activation notification and are also available with the Business Relationship Manager.
  4. Select Yes for Enable Cognitive Service.
  5. Select the required parameters for enabling the cognitive service.

    Note

    If you have configured the parameter in Centralized Configuration, you can skip this step.

  6. After you save the settings, click Test Connection to check whether the cognitive service is configured on your system.
    • If cognitive service is succesfully configured, the following message is displayed:

      Connection Successful (ARNOTE 10000)
    • If the system encounters problems while configuring the service, an error is displayed.

  7. (Optional) If the system fails to configure the service due to an error, check the error details in the arextension.log file in  ARSysteminstalldirectory\Arserver\Db and re-enter the correct values on the form.

Where to go from here

Training data for BMC Helix Cognitive Automation

Related topics

Generating training data for BMC Cognitive Helix Automation

Troubleshooting BMC Helix Cognitive Automation

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