Enabling automatic handling of emailed cases by BMC HelixGPT

When BMC HelixGPT is enabled in your environment, a case business analyst can configure automatic email responses for a line of business. With this capability, you can streamline case creation and communication with requesters. When an incoming email is received, the system automatically creates a case and sends a response to the requester based on relevant knowledge articles or catalog services.

Advantages of automatic email responses

• Activity tracking 
  Any knowledge articles or catalog services shared in an automated response are recorded on the Case Activity tab. This capability gives you visibility into what information was sent and supports auditing and follow‑up actions. 
• Response and resolution options 
  You can tailor the automation to resolve cases created from incoming emails, limit auto‑responses to requests sent to specific email IDs, or exclude selected templates from receiving automatic replies. 
• (Version 26.1.01 and later) Advanced control with custom email processes 
  You can configure a custom email process to prevent BMC HelixGPT from sending auto‑responses based on defined business conditions. For example, you can suppress responses for: 
  • Emails with attachments
  • System‑generated subjects (such as System Update)
  • Any other scenarios defined by your organization’s business rules
    For more information, see Description of process variables in Setting up email IDs for automatic case creation.

(Version 26.1.01 and later) Agentic auto email response

By default, the agentic approach is used for the auto-email response capability. By using this approach, you can use your custom skills and tools to generate auto-email response. This capability can retrieve information from sources beyond knowledge articles and perform specialized tasks based on the requester's intent. This approach helps generate responses that are aligned with specific operational requirements.

The following table describes the behaviour of agentic auto-email response in the fresh install and upgrade scenarios:

Scenario	Customization present	Default approach	User action required
Fresh Install	No	Agentic	No
Upgrade	No	Agentic	No
	Yes	Retrieval Augmented Generation (RAG)	Yes Important: You can manually enable the Agentic approach if required. For more information, see To enable agentic automatic email response for customization.

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 this to automatically resolve cases created from emails after sending HelixGPT responses. When this option is 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 this 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 this option 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. This ensures the catalog link appears in the notification.
   Exclusion Case Template	Click this option 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.

Click here to see user interface

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

 (Version 26.1.01 and later) To enable agentic auto email response for customization

Perform the following steps only if you have already created a copy of the BWF Email Auto Reply skill before upgrading.

Before you begin

Make sure that the Instruction type for your custom skill is set to Agent.

Task 1: To map a custom skill with BWF agent

1. Log in to HelixGPT Agent Studio.
2. On the Skills tab, select the application as Business Workflows.
3. From the list of skills available for the application, select your custom skill.
4. Navigate to the Agent tab and select the BWF agent.
5. Click Apply.

Click here to see user interface

The following image shows how to map a custom skill with out-of-the-box skill:

Task 2: To add initial instructions to guardrail the response

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 Skills.
4. On the Skills tab, select the Case Autoreply skill.
5. From the Edit skill configuration pane, copy the instructions from the Initial Instructions field.
6. Go back to the Skills tab and select your custom skill.
7. Paste the instructions in the Initial Instructions field.
8. Click Save.

Click here to see user interface

The following image shows how to add initial instructions:

(Optional) Task 3: To match the default question configuration

If you have changed the configuration for the HELIXGPT_EMAIL_DEFAULT_QUESTION record, we recommend matching it to the default configuration to ensure the agentic approach continues to work as expected.

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Click the Shared Services library.
3. From the list of Records, search for Application Configuration.
4. Select the Application Configuration record definition checkbox and click Edit data.
5. From the data editor, select HELIXGPT_EMAIL_DEFAULT_QUESTION record and click Edit.
6. Update the Value field to the default configuration.

Click here to see user interface

The following image shows how to change the default configuration:

(Version 26.1.01 and later) To map the custom tool to the BWF agent

Perform the following steps only if you have already created a custom tool before upgrading.

1. Log in to BMC HelixGPT Agent Studio.
2. Select Agents.
3. From the list of agents, select the BWF agent.
4. Click the Tools tab to display a list of all tools.
5. Select your custom tool and click Apply.

Click here to see user interface

 The following image shows how to map a custom tool to the BWF agent:

Feedback for automatic replies

The requester can give feedback on the information provided in the email response. The following table describes the user feedback and its corresponding result:

Feedback	Result
Helpful	The knowledge article is pinned to the case. A social note is added to the Activity tab. If no categories are assigned to the case, 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 view 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.

Related topics

Configuring mappings for skill configurations

Setting up email IDs for automatic case creation