Troubleshooting backward compatibility in Ask HelixGPT

This section outlines common issues encountered when using Ask HelixGPT in BMC Helix Business Workflows version 25.3 with BMC HelixGPT version 25.4, helping users identify and resolve errors that may arise due to version mismatches.

Symptom

When a case agent uses the Ask HelixGPT functionality in BMC Helix Business Workflows version 25.3 integrated with BMC HelixGPT version 25.4, the following error is displayed:

Scope

This issue occurs because BMC HelixGPT 25.4 uses an agent-based skill approach, which is incompatible with the prompt-based skill configuration in BMC Helix Business Workflows 25.3.

Resolution

Perform the following steps:

1. In BMC HelixGPT, create a new prompt-based BWF Case Conversation Skill v1.
2. Link the prompts to this skill.

   For more information, see Creating prompts and skills for consistent and efficient responses from BMC HelixGPT

3. In BMC Helix Business Workflows, use the skill ID from the BWF Case Conversation Skill v1 to configure BMC HelixGPT. For more information, see Configuring mappings for skill configurations.
   
   InformationMake sure you copy the skill ID from the newly created skill and not from the out-of-the-box skill.

Related topic

Enabling Ask HelixGPT to get case information