Ticket Resolver

Ticket Resolver is an autonomous agent that analyzes eligible incidents based on administrator‑defined rules and generates insights to support triage and decision‑making.

When triggered, it evaluates the incident context to identify user sentiment, predict urgency and impact, recommend next best actions, and detect missing information required for resolution to help you make informed decisions. If key details are missing, it automatically follows up with the customer to request additional input. All actions performed by Ticket Resolver are recorded in a dedicated activity trail.

Ticket Resolver capabilities

Ticket Resolver provides the following capability:

View sentiment analysis, urgency and impact prediction, best action recommendations, and missing information follow-ups in TRA activity trail performed autonomously by Ticket Resolver to resolve incidents through informed decision-making.

Scenario

Scenario: Use Ticket Resolver to manage incidents

Jordan, an administrator, specifies criteria such as company and incident qualifications, and selects an appropriate Ticket Resolver Agent user to determine the scope of access, either limited to specific support groups or spanning all support groups within a company. When a qualifying incident is created, Ticket Resolver is automatically triggered. It autonomously analyzes sentiment, predicts urgency and impact, recommends next steps, and in case of missing details, it automatically contacts the user to collect additional information. It then re‑analyzes the incident when the response is received.
When Carl, a service desk agent, opens the incident, he views the TRA activity trail. He reviews the analysis and recommendations, applies judgment, and proceeds with the resolution.

Agent type, skills, and prompts

The Ticket Resolver supports the following agent types, skills, prompts, and supported models:

Agent type:
TRA_Supervisor:
Pre-built skill:
Ticket Resolver Agent Skill
Pre-built prompt: Yes
Support models: Models in BMC HelixGPT

User roles and permissions

Make sure you have the following roles and permissions to configure Ticket Resolver:

Sequence	Product	Role	Description	Reference
1	BMC HelixGPT	BMC HelixGPTadministrator	This role is required to perform the following tasks: Onboarding the user Configure Ticket Resolver in HelixGPT Agent Studio	Roles and permissions Creating and assigning functional roles Configuring settings to use Agentic AI capabilities Using Ticket Resolver to manage incidents
2	BMC Helix ITSM	BMC Helix ITSMadministrator	This role is required to perform the following tasks: Enable Ticket Resolver Configure Ticket Resolver qualification rules	Roles and permissions ErrorExcerpt named Enabling Ticket Resolver was not found in document xwiki:Service-Management.Employee-Digital-Workplace.BMC-HelixGPT.helixgpt261._inclusionsLibrary._linksLibrary.WebHome. Using Ticket Resolver to manage incidents
3	BMC Helix ITSM	BMC Helix ITSMService Desk Agent (Incident Master permission)	This role is required to perform the following task: View and access Ticket Resolver activity trail	Roles and permissions Using Ticket Resolver to manage incidents

Process overview

Before you begin

Make sure you have the necessary licenses to use the following products.

BMC Helix ITSM
BMC HelixGPT

For more information about licensing, see BMC Helix Service Management service.

Process to set up Ticket Resolver

Perform the following tasks to set up Ticket Resolver:

Sequence	Product	Task	Reference	Specific to Ticket Resolver
1	BMC HelixGPTBMC Helix Innovation Studio	Ingest data in BMC HelixGPT.	Ingesting data into BMC HelixGPT
2	HelixGPT Agent Studio	Provision and set up the generative AI provider for your application.	Provisioning and setting up the generative AI provider for your application
3	HelixGPT Agent Studio	Associate the models you want to use with the out-of-the-box or custom skills.	Creating and managing prompts Creating and managing skills	Refer to Out-of-the-box skills in BMC Helix ITSM Select Ticket Resolution skill
4	HelixGPT Agent Studio	Set the data source for the BMC Helix ITSM application.	Defining knowledge search settings
5	BMC Helix ITSM	Enable BMC HelixGPT for BMC Helix ITSM.	Configuring settings to use Agentic AI capabilities

Ticket Resolver use cases

Task	Description	Reference
View Ticket Resolver activity trail and perform informed decision-making to resolve an incident	After an incident meets the qualification criteria set by an ITSM administrator for Ticket Resolver, it autonomously performs triage and prioritization through urgency and impact prediction, sentiment analysis, best action recommendations, and follow-ups for missing information. The findings of these actions and shown in a TRA activity trail to allow service desk agents to make informed decisions to resolve an incident.	Using Ticket Resolver to manage incidents