Enabling automatic handling of emailed cases by BMC HelixGPT

A case business analyst can configure automatic email responses for a line of business. When an email is sent to BMC Helix Business Workflows, a case is created. The requester then receives a summarized response with links to relevant knowledge articles and catalog services, enabling quick access to information and direct service request submission.

If the requester is an external user, the email only contains the summarized knowledge article information. However, links to the relevant knowledge articles and catalog services are not added to the email. If no relevant information is found related to the request, an acknowledgment is sent instead. When the knowledge articles and catalog services are shared in an email, a note is added to the case Activity tab.

You can also enable the configuration to automatically resolve cases created from incoming emails. Additionally, you can configure the system to send responses only when the specified email ID receives an email, while excluding certain case templates.

Scenario

Ajay, the case business analyst for Apex Global, enables the auto-response and auto-resolve options for the Human Resources line of business. He also enables the email configuration option for hr@apexglobal.com and the option to include a relevant catalog service link in the auto-response email.

When an incoming email is received to hr@apexglobal.com for "Details required about relocation policy", a case is created. BMC HelixGPT searches for information about the relocation policy and provides a summarized response. An email is sent to the requester with the summarized answer and links to the relevant knowledge articles and catalog services. The case is automatically resolved after the response is sent. 

Before you begin

Make sure that the administrator has enabled BMC HelixGPT for your organization.

To enable automatic responses to emails

1. Log in to BMC Helix Business Workflows and click Settings .
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Automated response to emails.
4. Make sure that Configuration value is selected  .
5. Enable the following required sub-configurations:

   Sub-configuration name	Description
   Resolve cases	Enable to automatically resolve cases created from emails after sending HelixGPT responses. When enabled, the case status automatically changes to Resolved with the Auto Resolved using HelixGPT status reason. If the option is disabled, the case status automatically changes to Pending with the Customer Response status reason.
   Relate knowledge articles	Enable to relate the relevant knowledge articles to cases created from emails.
   Email configuration	Specify email IDs to ensure BMC HelixGPT sends automated responses only when a requester’s email is received at those addresses. You can specify the email ID in Email IDs box.
   Include catalog link	Enable to include a relevant catalog link for the service request. From the catalog link, the requester can directly access the service-related questionnaire and submit the service request.  Important: When you upgrade and enable Automated Response to emails, catalog links are included by default. If you are using a custom notification template that was created from a global template, make sure to update it by using the Auto Response using HelixGPT global template, to ensure the catalog link appears in the notification.
   Exclusion Case Template	Click to exclude specific case templates from generating responses.  Select the case template you want to exclude from the list and click Select. The selected case template appears in the list under Exclusion case template.

6. Click Save.

The following image shows how to enable automatic responses to emails with sub-configurations:

Feedback for automatic replies

The requester can give feedback on the information provided in the email response in the following ways:

Feedback	Result
Helpful	The knowledge article is pinned to the case. A social note is added to the Activity tab. If the case has no assigned categories, they are assigned based on the knowledge article.
Not Helpful	If the feedback is received during the reopen window, the case is automatically reopened. If the case cannot be reopened, a new case is created and linked to the original case. A note is added to the Activity tab, indicating the case was reopened through an automatic response.

Reports for automatic replies

You can create the following reports in BMC Helix Dashboards to track automatic replies and cases that are automatically resolved:

• A list of cases where HelixGPT auto-response was sent
• A list of cases where the requester provided feedback by using the BMC HelixGPT response 
  • List of cases where the requester provided "Helpful" feedback
  • List of cases where the requester provided "Not Helpful" feedback

For more information, see BMC Helix Business Workflows dashboards.

Troubleshooting

If the auto-response and auto-resolve options do not work even after enabling the configurations, check the following logs to troubleshoot the issue:

• Process logs, application-level debug logs for email-lib and shared services-lib logs from BMC Helix Business Workflows.
  For more information about viewing and downloading process logs, see Viewing and downloading process logs.
• Assistant logs from BMC HelixGPT.

Where to go from here

Configuring mappings for skill configurations