This documentation supports the 18.08 version of Remedy with Smart IT.

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BMC Helix Cognitive Automation

BMC Helix Cognitive Automation leverages next generation artificial intelligence and machine learning capabilities to:

  • Reduce service management costs
  • Enhance service levels
  • Deliver scalable service
  • Improve service predictability

BMC Helix Cognitive Automation utilizes artificial intelligence and machine learning engine from industry leading vendors. The capabilities aim to radically improve service management experience. The key capabilities available today include:

  • Auto-categorize tickets using machine learning
  • Auto-apply machine learning recommended templates for incidents and change requests created by using email
  • Selectively enable/disable Cognitive Service Management
  • Quickly train machine learning engines using historic ticket data

Cognitive Service Management eliminates the need for human intervention for repetitive tasks thereby saving time and providing higher quality of service. Manually categorizing tickets is not only time consuming but also can be error-prone. This may result in incorrect categorization of tickets and lead to the incorrect assignment of tickets. Similarly, tickets created without a template may require service desk agents to invest time to find relevant templates. The ticket may be waiting for such manual template assignment for actual resolution process to start. These errors increase business costs and decrease customer satisfaction because tickets take longer to resolve. BMC Helix Cognitive Automation automates many of these interactions and saves precious time with quicker response and faster resolution.

Process overview

Before you configure BMC Helix Cognitive Automation, you must obtain the IBM Watson Assistant license. BMC Helix Cognitive Automation uses the IBM Watson machine learning capability. To get more information about license, please contact your BMC Sales Representative and then configure BMC Helix Cognitive Automation to communicate with IBM Watson.

The following table provides a process overview to get started with BMC Helix Cognitive Automation:



Contact your sales representative to obtain appropriate license and then get a URL, username, and password for BMC Helix Cognitive Automation.

IBM Watson Assistant license

For more information, see IBM Watson Conversation in the IBM Watson documentation and Configuring the Innovation Suite Cognitive Service by using IBM Watson Assistant.


Configure the service on the system.


Generate training data by using either a Data Qualifier or a CSV file and train the Cognitive Service.

Use for auto-categorization

Use the trained Cognitive Service to auto-categorize the new data on the forms

User for auto-population of templates
(only for ITSM applications – Incident Management and Change Management)

Use the trained Cognitive Service auto-apply template to the tickets that are created using emails sent by users.

Creating a change request by using email

Creating an email generated incident request

TroubleshootTroubleshoot issues related to using BMC Helix Cognitive Automation

Using cognitive capabilities to auto-categorize the tickets

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

Consider a scenario at Calbro Services, where a user creates an incident for a broken printer by using the Remedy with Smart IT 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 Cognitive Automation to auto-categorize the tickets.

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 these texts about the printer in the Description field on the incident 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.

If your BMC Helix Cognitive Automation is configured to auto-populate category and a Service Desk Agent enters text in the Description field of Smart Recorder, the category is automatically selected.

Creating incident Recommendation option

Using cognitive capabilities to auto-apply template for Incidents or Change requests

When a user sends an email using which an incident or a change request is created in IT Service Management, the BMC Helix Cognitive Automation automatically applies template to that incident or change request. To use this capabilities, the System Adminstrator must configure the BMC Helix Cognitive Automation. For more details, see Configuring BMC Helix Cognitive Automation.

Next steps

This section lists the tasks that you must perform on the BMC Remedy ITSM console to use the cognitive service.

Before you begin

  • Ensure that your Remedy stack server is upgraded to:
    • BMC Remedy ITSM version 18.05 or later
    • BMC Remedy AR System version 18.05 or later
    • Remedy with Smart IT version 18.08 or later
  • You have configured the following parameter in Centralized configuration. Proceed with the following steps.
    1. In a browser, open the BMC Remedy AR System Administration Console, and click System > General > Centralized Configuration.
    2. In the AR System Configuration Generic UI form, from the Component Name list, select the appropriate component.
    3. From the settings table, select Apply-Cognitive-For-Categorization.
    4. Set the value to one of the following options, and click Apply.
      Select No, if you don't want the Cognitive service to populate the category and the user can manually select a category.
      Select Show Recommendation, if you want Cognitive service to show Recommendation button that a Service Desk Agent can use to populate relevant category while creating a ticket. 
      Select Apply Automatically, if you want Cognitive service to apply relevant category automatically, while creating a ticket from Smart Recorder. In this case, the Recommendation button is also available.
    5. Click Close.

TaskReference topic

Configure BMC Cognitive Service Management by using the URL, Username, and Password provided by BMC.

Configuring BMC Cognitive Service Management

Understand the training data concept and the training data types to train the cognitive service.

Training data for BMC Cognitive Service Management

Generate training data to train the cognitive service.

Generating training data for BMC Cognitive Service Management

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