This documentation supports the 19.02 version of Remedy with Smart IT.

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

Setting up BMC Helix Cognitive Automation

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

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


BMC Helix Cognitive Automation utilizes artificial intelligence and machine learning engine from industry leading vendors. The capabilities aim to radically improve service management experience and eliminate the need for human intervention in 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, which in turn increases the time taken to resolve the tickets. This results in increased business costs and decreased customer satisfaction. BMC Helix Cognitive Automation automates many of these interactions and saves precious time with quicker response and faster resolution of tickets. With further enhancements, BMC Helix Cognitive Automation enables business users for self help by providing them with the links to most relevant Digital Workplace service catalog or Remedy knowledge articles.

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. You must 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:

StageDescriptionReference

Obtain

Contact your Business Relationship Manager to obtain appropriate license and then get a URL, username, and password for BMC Cognitive Service.

Obtain an 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.

Configure

Configure the service on the system.

Train

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

Use

Auto-categorization of tickets

Use the trained cognitive service to auto-categorize the new data on the forms.

Respond with Knowledge articlesUse the trained cognitive service to respond to users's emails with Remedy Knowledge articles.Configuring BMC Helix Cognitive Automation
Respond with Digital Workplace catalogUse the trained cognitive service to respond to users's emails with Digital Workplace catalog.Configuring BMC Helix Cognitive Automation
TroubleshootTroubleshoot issues related to using the cognitive service

Use cases and key capabilities of BMC Helix Cognitive Automation

The following use cases explain the key capabilities of BMC Helix Cognitive Automation to auto-categorize the tickets, automatically applying ticket template, and respond to users' emails with self-service options:

Cognitive Smart Recorder: Consider a scenario at Calbro Services, where a service desk agent creates an incident for a broken printer by using the Smart Recorder. Before submitting the ticket, the user provides all the required information on the ticket form and the categories from the options provided in Smart Recorder. 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 trains the BMC Helix Cognitive Automation service to auto-categorize the tickets.


Auto-classification of Incidents: Consider a scenario at Calbro Services, where a service desk agent creates an incident for a broken printer by using the Remedy with Smart IT console or BMC Service Desk. 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 trains the BMC Helix Cognitive Automation service to auto-categorize the tickets.


Cognitive email response: Consider a scenario at Calbro Services, where a business user sends an email to the email address that is configured for their organization to communicate with the service desk. The IT Administrator at Calbro Services configures and trains the BMC Helix Cognitive Automation service to respond to the emails by providing the self-service options:


Next steps

  • 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.
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Comments

  1. Alexey Dyukov

    The links "Configuring BMC Cognitive Service Management", "Training data for BMC Cognitive Service Management", "Generating training data for BMC Cognitive Service Management" do not work. Gives the answer: "Forbidden, Sorry, an error occured. Error code - 403 (Forbidden) "

    Mar 13, 2019 07:03
    1. Nilay Agambagis

      Hello Alexey,

      We have fixed the link errors. The links are working now.

      Please check the links. 

      Regards,

      Nilay Agambagis

      Mar 15, 2019 05:01
  2. Alexey Dyukov

    Hi Nilay. Thanks. Now it works. Also please check page for version 1808. https://docs.bmc.com/docs/smartit1808/bmc-helix-cognitive-automation-818731644.html Similar links posted there also do not work. Error: "Forbidden, Sorry, an error occured. Error code - 403 (Forbidden) "

    Mar 21, 2019 08:33
    1. Dhanya Menon

      Hello Alexey,

      We have fixed the page in 18.08 as well. The links should work now.

      Regards,

      Dhanya Menon

      Mar 22, 2019 03:28
  3. Alexey Dyukov

    Hello Dhanya.Thanks. Now it works. Also please check page for version 1805. https://docs.bmc.com/docs/smartit1805/bmc-helix-cognitive-automation-803118568.html Similar links posted there also do not work. It is opened in new window with text: "itsm1805:Generating" , "itsm1805:Training", "itsm1805:Configuring"

    Apr 02, 2019 08:15
    1. Nilay Agambagis

      Hello Alexey,

      I have fixed the links in 18.05 also.

      Regards,

      Nilay Agambagis

      Apr 03, 2019 12:13