Use cases

By using the cognitive service, you can automate multiple service desk interactions and save time to resolve tickets. For example:

• automatically categorizing tickets
• automatically applying ticket templates
• automatically sending responses to business user emails
• recommending Risk Levels for change requests
• recommending Root Cause for Problem Investigation

You can use the Custom option provided in BMC Helix Cognitive Automation to automate certain custom use cases depending on business needs. For example, you can set up the cognitive service for taking appropriate actions depending upon the subject-line of an inbound email, such as:

• updating a specific field value
• reopening a closed incident
• closing an open incident