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 Agents to automatically categorize tickets:
- While creating incidents, work orders, or change requests in BMC Helix ITSM
- While creating tickets in BMC Helix ITSM
- 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 an incident created by using emails
- Enabling options to receive recommendations for Root Cause in Problem Managementand 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.
By using the Data Qualifier input source, the training dataset is generated from the existing data in your system and by applying the qualifications that you provide to the system. In this type of input source, a CSV file is generated by the system.
By 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 dataset 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. If you get an error message, you must delete an existing dataset record and then create a new record.
Data Qualifier training data
- Data Qualifier is the default training dataset input source.
- Generate the training dataset by using Data Qualifier if your system has tickets that match the qualification 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 dataset 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, make sure 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 a new training dataset for the same record again.
Templates to use the 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 datasets in the CSV format. For more information about generating training datasets by using Data Qualifier, see To generate training data by using Data Qualifier.
Important
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 BMC Helix ITSM fails.
The following table lists the out-of-the-box training dataset templates provided by BMC for each application.
Application | Training dataset templates | ||||
---|---|---|---|---|---|
for Categorization | for ticket templates | for knowledge articles | for BMC Digital Workplace service catalog | for Custom options | |
Change Management |
| Change Template Training Data | Not available | Not available | Change Risk Level |
Incident Management |
| Incident Template Training Data | Incident Knowledge Articles Training Data | Incident-DWP Catalog Training Data | Not available |
Knowledge Management |
| Not available | Not available | Not available | Not available |
Problem Management |
| Not available | Not available | Not available | Problem Root Cause |
Release Management |
| Not available | Not available | Not available | Not available |
Service Request Management |
| Work Order Template Training Data | Not available | Not available | Not available |
Task Management |
| Not available | Not available | Not available | Not 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 make sure that the description text and the matching categories exist in the system. Make sure that the CSV file does not contain any header row. For more information about generating the 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:
Process | First column in CSV file | Second column in CSV file | Sample CSV file |
---|---|---|---|
For automatic categorization of tickets | Description or keywords or phrases | The categories that match each description |
|
For automatically applying ticket templates to the tickets that are created by using emails sent by users | Description or keywords or phrases | The GUID of templates that match each description | |
For responding to user emails with the BMC Digital Workplace service catalog | Summary from user emails | Links to the relevant BMC Digital Workplace service catalog | |
For responding to user emails with knowledge articles | Summary and email content from user emails | Links to the relevant 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 |
Comments
Log in or register to comment.