This documentation supports the 19.08 version of Remedy with Smart IT.

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

Setting up BMC Helix Cognitive Automation

To configure BMC Helix Cognitive Automation on your system, you must first obtain appropriate license, URL, and credentials for configuring and using BMC Helix Cognitive Automation.

Before you begin

Before you configure and use BMC Helix Cognitive Automation, ensure the following:

  • You have obtained the appropriate license to use BMC Helix Cognitive Automation.
  • You have the required Cognitive Service Config permission. For information about this permission, see BMC Helix Cognitive Automation permissions.

To obtain the URL and credentials required to configure the cognitive service

The Cognitive Service URL, Username, and Password are essential to configure the cognitive service on your system. The URL and credentials are provided as a part of the activation process. These details are shared in the activation notification that is sent to the user and also available with the Business Relationship Manager. Ensure that you enter the Innovation Suite username and password.

To configure the cognitive service

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. On the Cognitive Data Setup form, click Cognitive Service Setup.
  3. On the Cognitive Service Connection Settings form, enter the field values for User NamePassword, and Cognitive Service URL.
    The URL and credentials are provided as a part of the activation process. These details are sent to the user in the activation notification and are also available with the Business Relationship Manager.
  4. Select Yes for Enable Cognitive Service.
  5. Select the required parameters for enabling the cognitive service.

    Note

    If you have configured the parameter in Centralized Configuration, you can skip this step.

  6. After you save the settings, click Test Connection to check whether the cognitive service is configured on your system.
    • If cognitive service is succesfully configured, the following message is displayed:

      Connection Successful (ARNOTE 10000)
    • If the system encounters problems while configuring the service, an error is displayed.

  7. (Optional) If the system fails to configure the service due to an error, check the error details in the arextension.log file in  ARSysteminstalldirectory\Arserver\Db and re-enter the correct values on the form.

To generate training data by using Data Qualifier as an input source

Perform the following steps to generate training data by using Data Qualifier:

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration. On the Cognitive Data Setup form, select Cognitive Data Type.

    Cognitive Data TypeAction
    Categorization
    Select Company, Application, and Template. Click Add Selected Template. Select the training data record from the list of training data sets provided out-of-the-box. Click Generate Training Data.
    Application Template
    Select the training data record from the list of training data sets provided out-of-the-box.Ensure that TemplateGUID !=NULL is not removed from the Qualification field.

    Notes

    • By default the - Global - option is selected as Company. While training the data, the cognitive service considers the templates that are available under all the companies in their database.
    • While training the data, the cognitive service considers existing tickets data that have templates.
    • The cognitive service applies a template, only if you have permissions to access that template.
    • The option to delete trained data is disabled for the Application Template.
    • While creating a ticket if user selects the Reported Source as Email, the cognitive service automatically applies template to that ticket.
    • The training data set contains GUID that is unique for a Innovation Suite server or IBM Watson account. If this data set is used to train Application Templates on multiple ITSM stacks, the results of cognitive service are not predictable.
    Incident Knowledge SearchSelect Company, Application, and Template. Select Incident Management from the Application list.
    DWP CatalogThe Data Qualifier option is not available for generating training data of Digital Workplace Service Catalog links.
    Custom

    Select this option if you want recommendations for Risk Level in Change Management or Root Cause in Problem Management.

  2. Click View Details. The Training Details Form is displayed: 

  3. (For Custom data type only) Select Use OOTB to use OOTB training datasets for Risk Level or Root Cause recommendations. 
  4. Click Generate Training Data.
    The training data record is created. When you create a training data record by using an out-of-the-box template, the Qualification and Company Mapping fields are populated with the values used by the template. 

To generate training data by using a CSV file as an input source

Note

You can create a CSV file for training the cognitive service. For more details about the format of a CSV file, see Training data for BMC Helix Cognitive Automation.

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. On the Cognitive Data Setup form, select Cognitive Data Type
    • Categorization: Select this value to generate training data for auto-categorization.
    • Application Template: Select this value to generate training data for auto-applying templates to the tickets.
  3. Select Company.
  4. From the Application list, choose the application for which you want to generate training data; for example, Incident Management.
  5. (For Categorization only) From the Template  list: 
    • Click Add Selected Templates to add the selected template to the training data record.
    • Click Add All Templates to add all the templates to the training data record.
      A training record is created.
  6. Select the record from the table and click View Details.
  7. On the Training Details form, select Input Source as CSV File.
  8. Select the Locale value.
  9. In the Attach CSV table, click Attachment.
  10. Attach the CSV file and click Add.
  11. Click Save.

To deactivate a previously trained dataset

In certain situations, if you don't want to use Cognitive Service to use a trained dataset, you can deactivate the option for that trained dataset to automatically categorize or automatically applying templates. For this, you must perform the following steps:

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. On the Cognitive Data Setup form, select Cognitive Data Type.
  3. Select the training data set that you want to deactivate.
  4. Change the Status to Inactive.

Additionally, if you want to delete the trained data for application templates, the option to delete the data set is disabled. To delete the trained data set, open the data set using Data Set ID on the form AR System Administration:Cognitive Service Training Data Set Pending.

Cognitive Service Training Data Set Pending form

Related topics

Configuring BMC Cognitive Service Management

Training data for BMC Cognitive Service Management

Generating training data for BMC Cognitive Service Management

Troubleshooting BMC Cognitive Service Management


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