Searching for content in cases and tasks from Global Search

When BMC HelixGPT is enabled for your organization, case agents can use the search functionality to quickly locate relevant information across cases, tasks, and knowledge articles. It provides a centralized way to access critical data, reducing the time spent navigating through multiple records. This search includes two powerful search options to enhance your ability to find the information:

Agentic chat, powered by BMC HelixGPT, for fast, AI-driven responses
Global Search for detailed filtering

Agentic chat

Agentic chat provides a conversational interface for searching cases and knowledge articles. With agentic AI capabilities, case agents can ask questions in natural language and receive accurate, context-aware answers without having to search manually.

This intuitive chat-based experience provides summarized responses sourced directly from published content. It changes how you access information, making the search process more efficient and user-friendly.

Agentic chat uses autonomous AI agents to assist with tasks, insights, and decision-making, while Global Search is a manual, keyword-based tool for retrieving information from cases and knowledge articles.

For example, as a case agent, to get information about the list of high-priority cases, instead of using the case console or Global Search, you can ask a question in Agentic chat and get the list.

The following image shows Agentic chat's response to a query:

To search for information by using the Agentic chat

You can ask upto 10 questions in each conversation. Agentic chat shows the search results for 10 questions, after which you can start a new conversation. When you search for cases and knowledge articles, the search result displays a maximum of 10 relevant records that were last updated.

On the BMC Helix Business Workflows navigation bar, click the Global Search icon.
Click Chat to switch to Agentic chat.
Type your question in the Ask a question field and press Enter.
BMC HelixGPT generates a response to your question. When you ask to search for specific cases and knowledge articles, the search result displays a list of relevant cases or knowledge articles.
To view the cases, click the case link.

Global Search

From Global Search, case agent can find information across cases, tasks, attached documents, case and task templates, knowledge articles and people. You can filter the search results based on created and modified dates. You can search for terms in cases and tasks from the following case details:

Summary
Description
Dynamic data (Only cases)
Attachments
Social activities

By default, when you search for a term, the search shows results that are found in the Summary and Description fields of cases and tasks. However, an administrator must manually enable the search on dynamic data, attachments, and social activities.

As a case business analyst, you can customize the search view for color badges displayed in the Priority field.

To search for information by using the Global Search

On the BMC Helix Business Workflows navigation bar, click the Global Search icon.
Click Search to switch to Global Search.
Type your question in the Type search text and press enter field.
You can select filters from the filter drop-down.
BMC HelixGPT generates a response to your question.

The Search view shows different tabs for the categories, with the number of items found for each category. You can open the tabs to view the list of items displayed and select an item to view the details. You can view a maximum of 50 search results.

Search view

You can view the search results in a list or card layout view. The default view is the list view. You can toggle between a list or card layout view from the toggle buttons available on the search result screen. When you click the card, a preview appears as a blade.

The following image shows search results and preview in a list view with the toggle button:

The following image shows the search results in a card layout view:

The following image shows search results and preview in a card layout with color badge for Priority field:

To customize the search view for the Priority field

In BMC Helix Business Workflows, click Settings .
Select Application Configuration > UI Configurations.
In the Intent metadata, change the color for the priority label and click Save.

The following image shows the color customization available for the Priority field:

When you search for a term, a search is performed only on the following types of records:

String and list type of data
Case and task attachments
Case and task social activities