Ops Swarmer with ServiceNow
Ops Swarmer is the BMC HelixGPT agent used for incident collaboration in Microsoft Teams, and administrators can configure it to support ServiceNow incidents through BMC Helix AIOps.
You can use Ops Swarmer in Microsoft Teams to do the following:
- Get participant recommendations that are based on ServiceNow asset and service data, such as ownership, management, or support roles, and receive up to three recommendations per request in ServiceNow environments.
- View a visual timeline of incident milestones in Microsoft Teams to understand how an incident progressed from creation to resolution, including key events such as assignment updates, status changes, and resolution activities.
- Summarize Microsoft Teams calls by prompting Ops Swarmer in chat after a voice call and store the highlights in the activity log of the related incident to ensure important details are captured without manual effort.
The following table lists the key Ops Swarmer actions and provides reference links to detailed guidance for integration and capabilities.
| Action | Role | Reference |
Integrate BMC Helix AIOps with Microsoft Teams to collaborate on ServiceNow incidents directly from the incident. | Administrator | |
Obtain participant recommendations from ServiceNow assets to quickly identify and invite the right owners, managers, or support experts into incident and service chats. | End user | |
View a visual timeline of incident milestones in Microsoft Teams to track key events, assess progress, and identify delays from creation to resolution. | End user | |
Summarize Microsoft Teams voice calls and store highlights in the related incident activity log to capture key details. | End user |