Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

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. Because BMC Helix Cognitive Automation uses the machine learning capability, you must configure BMC Helix Cognitive Automation to communicate with the machine learning engine.

The following video explains how to set up and configure BMC Helix Cognitive Automation for automating service management:

https://youtu.be/gZsgXpvwN9U

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 cognitive service for custom applications by using IBM Watson activated by BMC.

Configure

Configure the cognitive service on the system.

Train

Generate the 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

Overview of categorization Open link in the Smart IT documentation

Respond with knowledge articlesUse the trained cognitive service to respond to user emails with knowledge articles.




Configuring BMC Helix Cognitive Automation

Respond with Digital Workplace catalogUse the trained cognitive service to respond to user 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.
TroubleshootTroubleshoot issues related to using the cognitive service.

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