Collaborating by using Microsoft Teams to help resolve situations

BMC Helix AIOps connects with Microsoft Teams by using the BMC Helix Ops Swarmer agent, powered by BMC HelixGPT. With this connection, operators or site reliability engineers (SREs) can add relevant team members to a chat channel, investigate a situation further by generating a 5 Why analysis, and finally, create a step-by-step action plan to help resolve the situation faster without leaving the Teams interface. 

Before you begin

As a tenant administrator, perform the following tasks:

• Configure settings in BMC Helix AIOps to use its AI-powered capabilities.
  For more information, see Configuring settings to use the AI-powered capabilities in BMC Helix AIOps.
• (Optional; required if using BMC Helix ITSM) Integrate BMC Helix AIOps and BMC Helix ITSM with Microsoft Teams.
  For more information, see Integrating BMC Helix ITSM and BMC Helix AIOps with Microsoft Teams.
• (Optional; required if using ServiceNow ITSM)  Integrate BMC Helix AIOps and ServiceNow ITSM with Microsoft Teams.
  For more information, see Integrating BMC Helix AIOps with Microsoft Teams for ServiceNow.

To access the chatbot in Microsoft Teams

1. Log in to Microsoft Teams and click the chatbot name. 
   The tenant administrator configures the chatbot name during integration.  
2. To investigate a situation, provide the situation ID in chat.
   The following image displays the situation ID when you view the situation in the BMC Helix AIOps console:
   
   Give me the situation summary for <situation ID>.
   The chatbot displays the following information:
   
   You can use the situation ID and ask questions to further investigate the situation. 
3. (Optional) To add the Change Owner or Change Coordinator in the chat, ask the following question:
   Who can help with the incident?
   A list of change requests for the situation, the assignees, and the associated incident details are displayed:
     

Out-of-the-box sample questions

Ask any of the following out-of-the-box questions in Microsoft Teams to investigate and resolve a situation:

Type of questions	Sample questions
Situation-related questions	Get me the situation summary for <situation ID> Get me the situation summary for <incident ID> Get me the 5 why analysis for <incident ID> Get me the best action plan for <incident ID> Get me the best action plan for <situation ID> Get me the change details for <incident ID> Get me the change details for <situation ID> Who can help with the incident <incident ID>
Incident-related questions	Show me details for INC000000000xxx Give me a summary of INC000000000xxx Show incident INC000000000xxx Add a note / Add a work note Update a note Show notes / Show work notes Who can help with the incident? Show me incidents similar to INC000000000xxx Show me participant recommendations for INC000000000xxx Get chat summary Get timeline Add chat summary to the incident For more information about investigating incidents, see Launching ChatOps for collaboration.

FAQ

What is the name of the chatbot in Microsoft Teams?

Administrators can provide any name to your chatbot while creating it in Microsoft Teams. 

Do I get a notification in Microsoft Teams if new situations are generated for a service?

No. You must initiate the chat with the chatbot to get details about situations. 

Can I run automation from Microsoft Teams to resolve the issue?

No, you can get a step-by-step action plan to resolve the issue. However, automations are not available in Microsoft Teams.