Problem Solver

Problem Solver lets you interact with problem candidate clusters in the Problem Solver Console through a chat-based interface. It helps you find more insights about these clusters and simplify exploration across multiple clusters in the  Console, and reduce investigation efforts.

To use , make sure the required product licenses are available. For more information, see BMC Helix Service Management service.

Problem Solver capabilities

Problem Solver provides the following capabilities:

• Ask quick, targeted questions on problem candidate clusters to uncover insights faster

To learn more about configuring , see Process to set up the Problem Solver agent.

Scenarios

Interacting with problem candidate clusters to draw insights

Colin, a Problem Coordinator at Apex Global, configures and schedules an automated job in BMC Helix ITSM to identify recurring incidents and generate problem candidate clusters. To analyze clusters related to network failure, he uses the Converse with Clusters panel and enters the query, List all clusters related to network issues. BMC Helix ITSM displays the relevant clusters, enabling him to ask follow-up questions and obtain insights that provide a strong foundation for problem investigation.

Agent type, skills, and models

 supports the following agents, skills, prompts, and models:

Agent types

ReAct agent: Reasons and acts together to solve problems.

Prebuilt skill

• Problem Solver Skill. For more information, see Prebuilt skills for Problem Solver.

Prebuilt prompts

• No

Supported models

• Models in BMC HelixGPT

User roles and permissions

Make sure the minimum roles are assigned to configure and use Problem Solver:

Sequence	Product	Role	Description	Reference
1	BMC Helix ITSM	Problem coordinator with the Problem User, Problem Config, or Problem Master permissions	This role is required to configure job parameters to generate problem candidate clusters in the  Console.	Roles and permissionsin BMC Helix ITSM.
2	BMC HelixGPT	Problem coordinator with the Problem User, Problem Config, or Problem Master permissions	This role is required to schedule a job run to generate problem candidate clusters in the  Console.	Roles and permissions
3	BMC HelixGPT	BMC HelixGPTadministrator	This role is required to configure the Problem Solver agent in HelixGPT Agent Studio. Important: The  agent includes a preconfigured prompt and skill, and is ready to use.	Roles and permissions Creating and assigning functional roles

Process overview

The following diagram explains the flow of using the  agent:

Process to set up the Problem Solver agent

To start using the  capabilities, complete the steps in the following table:

Sequence	Product	Task	Description	Reference
1	BMC Helix ITSM	Configure job parameters	Configure machine learning parameters in the job to generate problem candidate clusters.	Configuring the job parameters and schedule for using Problem Solver
2	BMC HelixGPT	Configure job schedule	Configure the frequency at which problem candidate clusters are generated.	Configuring the job parameters and schedule for using Problem Solver
3	BMC HelixGPT	Select the model and the provider of the Out-of-the-box agent	Perform these steps to select a model and skill for the  agent: Log in to HelixGPT Agent Studio..  From the Application list, select Problem Solver. Select Problem Solver Skill. On the Model tab, from the Model list, select a value. From the Provider list, select a value. Click Apply. The out-of-the-box agent is readily available to respond to queries about problem candidate clusters.	Creating and managing agents by using the Agent Studio editor - BMC Documentation

Problem Solver use case

The following table lists the tasks that you can perform by using :

Product	Capabilities	Reference
BMC Helix ITSM	Get answers and summaries of problem candidate clusters in a conversational experience.	Viewing problem candidate cluster insights

Learn more

The following table describes the tasks that you can perform by using Problem Solver Console:

Task	Description	Reference
View problem candidate clusters	View the problem candidate clusters to identify recurring incidents that reach the service desk.	Using the Problem Solver Console for problem management
Ask questions related to clusters	Use the AI-enabled chat to find insights about the clusters.	Viewing problem candidate cluster insights
View RCA, resolution recommendation, and overview of each cluster	Analyze each cluster by reviewing the AI-suggested overview, root cause analysis, resolution recommendation, and associated incidents.	Viewing the details of a problem candidate cluster
Create a problem investigation	Create a problem in BMC Helix from an eligible problem candidate cluster, and review the prepopulated details.	Creating a problem investigation from a problem candidate cluster