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This documentation supports the 19.08 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Setting up BMC Helix Cognitive Automation


As a system administrator, before you configure BMC Helix Cognitive Automation, you must obtain the IBM Watson Assistant license. BMC Helix Cognitive Automation uses the IBM Watson machine learning capability. You must configure BMC Helix Cognitive Automation to communicate with IBM Watson. The following table provides a process overview to get started with BMC Helix Cognitive Automation:

StageDescriptionReference

Obtain

Contact your Business Relationship Manager to obtain an IBM Watson Assistant license and then get a URL, user name, and password for BMC Cognitive Service.

Obtain an IBM Watson Assistant license.

For more information, see IBM Watson Conversation in the IBM Watson documentation and Configuring the Innovation Suite Cognitive Service by using IBM Watson.

Configure

Configure the cognitive service on the system.

Train

Generate training data by using either a Data Qualifier or a CSV file and train the cognitive service.

Use

Automatically categorizing tickets

Use the trained cognitive service to automatically categorize the new data on the forms.

Configuring BMC Helix Cognitive Automation

Applying categorization to tickets and resources

Respond with Knowledge articlesUse the trained cognitive service to respond to users emails with Remedy Knowledge articles.




Configuring BMC Helix Cognitive Automation

Respond with Digital Workplace catalogUse the trained cognitive service to respond to users emails with Digital Workplace catalog.
Recommendations for Risk Level in Change ManagementUse the trained cognitive service to analyze change requests for Risk Level recommendations.
Recommendations for Root Cause in Problem ManagementUse the trained cognitive service to analyse problem investigations for Root cause recommendations.

Microsoft Teams for ChatOps-type collaboration between agents

Configure BMC Chatops for Smart IT.

Configuring BMC Chatops for Smart IT

TroubleshootTroubleshoot issues related to using the cognitive service.



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