Using Ask HelixGPT to get case-related information

BMC HelixGPT is a generative artificial intelligence-based service that helps in quicker case resolution. 

As a case agent, view the case summary in the Ask HelixGPT virtual chat available on the case details page. You can ask up to 10 questions about the case in Ask HelixGPT and get accurate answers. After the 10 questions, the counter is reset and you must restart asking questions. You can also search for relevant knowledge articles by asking queries in Ask HelixGPT. 

The Ask HelixGPT chatbot is visible on the case details page only when a case business analyst enables BMC HelixGPT for your line of business. To get Ask HelixGPT for your line of business, contact your case business analyst.

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Supported and non-supported queries

To get relevant and accurate answers, you must ask specific queries in Ask HelixGPT. Queries on transactional data are not supported.

The following table lists some examples of supported and non-supported queries:

Supported queries

Non-supported queries

  • Sample queries:
    • What is the maternity leave policy for India for full-time employees?
    • Are interns eligible for salary advances in India?
    • How many cases were assigned to Kapil Dingore in the last month?
    • Provide a list of cases raised by Kapil Dingore in the last 30 days.
    • Show me my cases that are in progress from this week
    • Show me critical priority cases assigned to the Petramco company
    • List cases from the Facilities support group that are new
  • How many cases were assigned to the <name> support group in the last month?
  • Show me cases raised by <user name> OR show me <user name> open cases OR list <user name> open cases.
  • Show me cases raised by <user name> this week OR show me <user name> open cases this month OR list <user name> open cases from today
  • Show me cases raised by <user name> that are in progress
  • Show me cases raised by <user name> that are critical
  • Show me cases assigned to the Petramco company
  • Show me cases assigned to the Facilities support group
  • Show me cases assigned to me
  • Show me cases assigned to <user name>
  • Was a similar case raised in the last 6 months?
  • How many cases were logged from India against this support group in the last month?
  • What is the mean time to resolution for this type of case?
  • List all users who have viewed this case.
  • Who has access to this case?
  • Which agent/Support group has the highest average MTTR for the last 3 months?
  • Which agent/support group has the highest number of SLA target breaches in the last 3 months?
  • From which country do we get the highest volume of cases in the last 3 months?
  • Recommend Priority for this case.


To use Ask HelixGPT to get information from knowledge articles and cases

The following animation (without audio) shows how to use Ask HelixGPT to get information from relevant knowledge articles:


Troubleshooting FAQ


Why can't I see the Ask HelixGPT tab on the case details page?

BMC HelixGPT is not enabled for your line of business. Contact your case business analyst to enable it.

The answers I receive in Ask HelixGPT don't refer to all knowledge articles in BMC Helix Business Workflows. 

If you don't have access to some knowledge articles, the information from those articles is not retrieved.


 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*