Collaborating by using Microsoft Teams to help resolve situations

Related topics
Agentic AI capabilities in BMC Helix AIOps

As an operator or a site reliability engineer (SRE), use Microsoft Teams to:

  • Get information about situations such as the summary, root cause, situation ID, status, severity, and priority. 
  • Get details of the incidents created for the situations, and involve appropriate team members to help resolve the issue.
  • Get generative AI-driven 5 Why analysis for a situation and a step-by-step action plan to help resolve the situation faster.  

This information is made available in Microsoft Teams by integrating BMC Helix AIOps with an IT service management system by using the BMC Helix Ops Swarmer AI agent. For more information, see BMC Helix Ops Swarmer agent. The integration of BMC Helix AIOps Swarmer agent with Teams, powered by BMC HelixGPT, helps operators or SREs investigate and resolve situations faster without leaving the Teams interface. 

Before you begin

As a tenant administrator, perform the following tasks:

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:
    Situation ID
    Give me the situation summary for <situation ID>.
    The chatbot displays the following information:
    Situation summary in MS Teams
    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:
    Ops Swarmer Who can Help with the incident.png  

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 questionsSample 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. 

 

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