Automatically generating case resolution description
By using BMC HelixGPT, you can automatically generate case resolution descriptions based on case details such as description, summary, dynamic fields, activity log, and knowledge articles.
BMC HelixGPT helps you create comprehensive case descriptions quickly, saving time and boosting productivity. If you pin knowledge articles while handling a case, they are automatically added to the generated resolution description. This process improves tracking and promotes the reuse of trusted content in similar cases.
Before you begin
Clear any existing information in the case resolution to enable the Generate Case Resolution button. If the information is present, the button remains disabled. After the existing information is cleared using the Clear button, the Generate Case Resolution button becomes enabled.
To enable the automatic generation of a case resolution summary
- Log in to BMC Helix Business Workflows and click Settings
. - Select Line of Business > Manage Line of Business.
- On the HelixGPT tab, click Generate case resolution.
- Use the toggle key to enable the Configuration value
. - Click Save.
Results
After you enable the Generate case resolution configuration, the Generate Case Resolution button is displayed on the case details page for cases with Resolved/ Closed status.
The following video shows the actions you can perform by using the Generate Case Resolution button: