This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

BMC Helix Cognitive Automation

With Remedy 9.1.04, you can license, configure and use BMC Helix Cogntive Automation to auto-categorize the tickets created on your system.

Manual categorization of tickets is error-prone. This process results in the incorrect categorization of tickets and further leads to the incorrect assignment of tickets. These errors increase business costs and decrease customer satisfaction because tickets take longer to resolve. With BMC Helix Cogntive Automation, you can train the system to analyze the data entered on the tickets and then suggest appropriate categorizations for tickets, thus reducing resolution time and business costs.

BMC Helix Cogntive Automation helps you to achieve: 

  • Reduced costs
  • Enhanced service levels
  • Scalable service
  • Improved service predictability

Process overview

Before you configure BMC Helix Cogntive Automation, you must obtain the appropriate license. To get more information about license, please contact your BMC Sales Representative.

You can configure and use BMC Helix Cogntive Automation by following this process:

  1. Configure BMC Cognitive Service on your system.
  2. Train the service by generating training data.
  3. Use the trained service to auto-categorize the tickets.


Using cognitive capabilities to auto-categorize the tickets

The following use case helps you to better understand how you can use BMC Helix Cogntive Automation to auto-categorize the tickets on your system.

Consider a scenario at Calbro Services, where a user creates an incident ticket for a broken printer by using the Remedy with Smart IT 2.0 console. Before submitting the ticket, the user provides all the required information on the ticket form and the categories from the options provided on the form. The manual process of categorization can be error-prone. The ticket might be assigned to an inappropriate group if it is incorrectly  categorized. 

To overcome these challenges, the IT Administrator at Calbro Services configures and uses BMC Helix Cogntive Automation to auto-categorize the tickets. The IT Administrator proceeds with the following steps.

  1. Obtains the appropriate license from BMC for using cognitive service.
  2. Contacts BMC and requests for the cognitive service URL, username, and password.
  3. Configures the cognitive service on the system by using the credentials provided by BMC.
  4. Trains the cognitive service by generating training data by using either a Data Qualifier or a CSV file.
  5. Uses the trained data to auto-categorize the new tickets created in the system.

In the scenario for broken printer, the IT Administrator can train the cognitive service so that if a user enters either of the following descriptions about broken printer in the ticket, the system recommends a category of Hardware to the user.

  • Printer is broken.
  • Printer is not working.

When the user enters either of the these texts about the printer in the Description field on the incident ticket form, and clicks the Recommendations link below the Category field, the link displays the value as Hardware.

The user can easily select the correct category, which ensures the correct assignment of the ticket and resolution of the issue.

Where to go from here

Configuring BMC Helix Cognitive Automation

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