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.

Training data for BMC Helix Cognitive Automation

As a system administrator, you can train the cognitive service for the following purposes:

  • Enabling the Service Desk Agent to automatically categorize tickets:
    • While creating incidents, work order, or change requests in BMC Helix ITSM
    • While creating tickets in the Smart IT Console
    • While creating tickets by using Smart Recorder
  • Enabling options for responding to an email from the Business User by:
    • Replying with the BMC Digital Workplace (DWP) service catalog to create a service request
    • Replying with the knowledge articles to use as a Self Service option
    • Applying a ticket template to the incident created by using emails
  • Enabling options to receive recommendations for Root Cause in Problem Management and Risk Level in Change Management

Options for generating training data

You can use the Data Qualifier or CSV file as an input source to train the cognitive service.

Using the Data Qualifier input source, the training dataset is generated from the existing data in your system and by applying the qualifications you provide to the system. In this type of input source, a CSV file is generated by the system.

 Using the CSV file input source, you need to provide a CSV file to train the cognitive service. The CSV file must contain two columns. In this type of input source, a CSV file is created manually.

Training data guidelines

Understand the following guidelines before generating a training dataset record.

Maximum number of training data records

  • You can generate a maximum of 20 training dataset records at a given time.
  • An error message is displayed if this limit is exceeded. You must delete an existing dataset record and then create a new record.

Data Qualifier training data

  • Data Qualifier is the default training input source.
  • Generate training data by using the Data Qualifier if your system has tickets that match the qualification which is used in the out-of-the-box templates, and if your system has a sizeable number of tickets with all possible categorizations.
  • If the number of records in the training dataset exceeds 15000, the system selects the most recently modified 15000 records.

CSV file training data

  • Use the CSV file to generate data if you have your own set of descriptions and matching categorizations or ticket templates.
  • When you provide the CSV file as a training dataset source, ensure that it contains at least 5 records.
  • If your CSV file contains more than 15000 records, only the first 15000 records are used by the system to train the cognitive service.
  • If the description in the input column of the CSV file contains more than 1024 characters, only the first 1024 characters are used by the system to train the cognitive service.

Incremental training

The cognitive service is not trained incrementally. To train the cognitive service with new tickets entered in the system, you must generate new training dataset for the same record again.


Templates to use Data Qualifier as an input source

We provide out-of-the-box training dataset templates for each application. The templates have default qualifications based on which the system generates training dataset in the CSV format. For more information about generating training data by using Data Qualifier, see To generate training data by using Data Qualifier

Warning

For training data, you must use the out-of-the-box templates without customizing them. If you try to customize the templates, the automatic categorization in Remedy with Smart IT fails.

The following table lists the out-of-the-box training dataset templates provided by BMC for each application.

ApplicationTraining dataset templates
for Categorizationfor ticket templatesfor knowledge articlesfor BMC Digital Workplace service catalogfor Custom options
Change Management
  • Change Ops Categorization Training Data
  • Change Product Categorization Training Data
Change Template Training DataNot availableNot availableChange Risk Level
Incident Management
  • Incident Ops Categorization Training Data
  • Incident Product Categorization Training Data
  • Incident Resolution Categorization Training Data
  • Incident Resolution Product Categorization Training Data
Incident Template Training DataIncident Knowledge Articles Training DataIncident-DWP Catalog Training DataNot available
Knowledge Management
  • Knowledge Ops Categorization Training Data
  • Knowledge Product Categorization Training Data
  • Knowledge Resolution Categorization Training Data
  • Knowledge Resolution Product Categorization Training Data
Not availableNot availableNot availableNot available
Problem Management
  • Problem Known Error Ops Categorization Training Data
  • Problem Known Error Product Categorization Training Data
  • Problem Ops Categorization Training Data
  • Problem Product Categorization Training Data
Not availableNot availableNot availableProblem Root Cause
Release Management
  • Release Ops Categorization Training Data
  • Release Product Categorization Training Data
Not availableNot availableNot availableNot available

Service Request Management

  • Work Order Ops Categorization Training Data
  • Work Order Product Categorization Training Data

Work Order Template Training Data

Not availableNot availableNot available
Task Management System
  • Task Ops Categorization Training Data
  • Task Product Categorization Training Data
Not availableNot availableNot availableNot available

File format to use CSV file as an input source

In this input source, you need to provide a CSV file to train the cognitive service. You can create a CSV file from the historical data that is available in your system. The CSV file must contain two columns. The records in the CSV file are used as is to train the cognitive service. You must ensure that the description text and the matching categories exist in the system. Ensure that the CSV file does not contain any header row. For more information about generating training data set by using the CSV file, see To generate training data by using CSV file. The following table explains the format of a CSV file:


ProcessFirst column in CSV fileSecond column in CSV fileSample CSV file
For automatic categorization of ticketsDescription or keywords or phrasesThe categories that match each description

For automatically applying ticket template to the tickets that are created using emails sent by usersDescription or keywords or phrasesThe GUID of templates that match each description

For responding to user emails with the BMC Digital Workplace service catalogSummary from user emailsLinks to the relevant BMC Digital Workplace service catalog

For responding to user emails with Remedy Knowledge ArticlesSummary and email content from user emailsLinks to the relevant Remedy Knowledge Articles

For taking customized actions depending upon user emails.Summary and email content from user emails
Custom actions, events, or any keywords that should be customized for taking relevant actions in the system




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