This documentation supports the 20.02 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 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

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.
Automatically resolving ticketsConfigure the system to automatically resolve the tickets for which relevant self help response is sent.
Microsoft Teams for ChatOps-type collaboration between agentsConfigure BMC Chatops for Smart IT.

Configuring BMC Chatops for Smart IT

TroubleshootTroubleshoot 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:

https://youtu.be/gZsgXpvwN9U


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