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:
Contact your Business Relationship Manager to obtain an IBM Watson Assistant license and then get a URL, user name, and password for BMC Helix Cognitive Automation.
Obtain an IBM Watson Assistant license.
For more information, see IBM Watson Conversation in the IBM Watson documentation and Configuring cognitive service for custom applications by using IBM Watson.
Configure the cognitive service on the system.
Generate training data by using either a Data Qualifier or a CSV file and train the cognitive service.
|Automatically categorizing tickets|
Use the trained cognitive service to automatically categorize the new data on the forms.
|Respond with Knowledge articles||Use the trained cognitive service to respond to users emails with Remedy Knowledge articles.|
|Respond with Digital Workplace catalog||Use the trained cognitive service to respond to users emails with Digital Workplace catalog.|
|Recommendations for Risk Level in Change Management||Use the trained cognitive service to analyze change requests for Risk Level recommendations.|
|Recommendations for Root Cause in Problem Management||Use the trained cognitive service to analyse problem investigations for Root cause recommendations.|
|Automatically resolving tickets||Configure the system to automatically resolve the tickets for which relevant self help response is sent.|
|Microsoft Teams for ChatOps-type collaboration between agents||Configure BMC Chatops for Smart IT.|
|Troubleshoot||Troubleshoot issues related to using the cognitive service.|
The following video explains how to set up and configure BMC Helix Cognitive Automation for automating service management: