This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

Automating custom use cases by using BMC Helix Cognitive Automation

The goal of this use case is to automate custom use cases. For example, updating a specific field value, reopening a closed incident, or closing an open incident, depending upon the subject-line of an inbound email.


Consider a scenario at Calbro Services when business users send emails to service desk either for requesting services or raising some issues. The IT Administrator at Calbro Services customizes the cognitive service provided in BMC Helix ITSM to process email summaries and generate relevant responses. The IT Administrator creates a training data input in the CSV file format and uses the custom option to customize. This trained cognitive service automatically replies to the business users or takes appropriate actions in the system according to the trained dataset.


Example of generating training data for a custom use case

In this use case, the cognitive service is customized to read the inbound email content of existing incidents. Depending on the training data set, the cognitive service takes actions such as automatically resolving incidents or escalating incidents.


Create input and output fields

  1. Create two character type fields with the names of COG_EMAIL_INPUT and COG_EMAIL_RESPONSE, and a field size of 1024 on the HPD:Help Desk form.
  2. Provide the general public permissions to these fields.

Creating and managing fields Open link

Set up the cognitive service in BMC Helix ITSM.

Setting up BMC Helix Cognitive Automation

Create a training dataset

Create a training dataset with the name as EMAIL_RESPONSE_ACTION.

To generate training data by using a CSV file as an input source

Create a filter on the HPD:WorkLog form.

Creating filters Open link

Create a filter for the Set Fields action.

To create a filter with input and output mappings

Creating a filter with input and output mappings Open link

Create a filter for the Service action.

Defining Service actions to trigger services based on conditions Open link

Create a filter for recording a response from the cognitive service.

Defining Set Fields actions to assign values based on conditions Open link

Create a workflow for performing the actions recommended by the cognitive service.

Defining workflow to automate processes Open link

Reset the output field value to NULL.

Defining Set Fields actions to assign values based on conditions Open link

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