This documentation supports the 22.1 version of BMC Helix ITSM Insights.

To view an earlier version, select the version from the Product version menu.

Automatically responding to inbound emails with knowledge articles

The goal of this use case is to enable business users to resolve issues on their own by providing relevant BMC Helix Knowledge Management by ComAround knowledge articles. By encouraging self-service for simple requests, Service Desk Managers can ensure that the agents can use their time efficiently to resolve time-sensitive and critical issues faster.

Related topic

Automating service management by using AI Service Management capabilities Open link

Scenario

Susan is a Service Desk Manager at Invention Inc. She notices that roughly 8-10% of the tickets logged in every month can be easily resolved by the users themselves by referring to knowledge articles. 

She requests Jonnie, the administrator, to make the necessary configurations. Jonnie changes the configuration settings to enable integration of BMC Helix ITSM with BMC Helix Digital Workplace and BMC Helix Knowledge Management by ComAround. She also configures the Centralized configuration parameter to use the cognitive service to recommend the most relevant knowledge articles. 

When users send an email to the service desk, they receive an auto-reply that contains links to 1-3 relevant BMC Helix Knowledge Management by ComAround knowledge articles.

Users can use one of the articles and click the Resolve link in the email to update the incident.

Workflow

The following graphic describes the workflow for auto-replies to inbound emails with BMC Helix Knowledge Management by ComAround knowledge articles:

The following table describes the tasks that the administrators must perform for configuring auto-replies to inbound emails with BMC Helix Knowledge Management by ComAround knowledge articles:

Task

Component

Action

Reference

1

BMC Helix Innovation Studio

  • Add BMC Helix Digital Workplace URL details
  • Add BMC Helix Knowledge Management by ComAround credentials in BMC Helix Innovation Studio
3

BMC Helix Digital Workplace Catalog

  • Configure BMC Helix Knowledge Management by ComAround as a pluggable provider
  • Configure a data source connection
4

BMC Helix ITSM

  • Enable BMC Helix Knowledge Management by ComAround as the knowledge provider 
  • Set the Apply-Cognitive-For-Recommending-KB parameter

Results

Business users are able to resolve simple incidents on their own by referring to the pertinent knowledge articles. Susan is thus attempting to bring down the number of incidents to be addressed by the agents.

Benefits

The AI Service Management capabilities in BMC Helix ITSM leverage the next generation of artificial intelligence and machine learning capabilities that provide the following benefits in automating service management:

  • Reduced service management costs
  • Enhanced service levels
  • Scalable service
  • Improved service predictability
  • Self-service for users
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