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.
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
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.
Create a filter for the Set Fields action.
To create a filter with input and output mappings
Create a filter for the Service action.
Create a filter for recording a response from the cognitive service.
Create a workflow for performing the actions recommended by the cognitive service.
Reset the output field value to NULL.