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Using Ask HelixGPT to get case-related information
When a case business analyst enables BMC HelixGPT for a line of business, the Ask HelixGPT chatbot is visible on the case details page. A case agent can then view case-related information in Ask HelixGPT. Case agents can ask up to 10 questions about the case in Ask HelixGPT and get accurate answers for quicker case resolution. After the 10 questions, the counter is reset, and case agents must restart asking questions. A case agent can also search for relevant knowledge articles by asking queries in Ask HelixGPT.
Supported and non-supported queries
To get relevant and accurate answers, you must ask specific queries in Ask HelixGPT. You can ask aggregation queries to gather information, including resolution time trends, SLA compliance data, workload distribution, case volume breakdowns, source-based summaries, and other statistical metrics related to the cases. You can ask these types of queries when a case business analyst configures the necessary settings in BMC HelixGPT. For more information, see Enabling support for aggregation queries in Ask HelixGPT.
The following table lists some examples of supported and non-supported queries:
Supported queries
Non-supported queries
Sample queries:
What is the maternity leave policy for India for full-time employees?
Are interns eligible for salary advances in India?
How many cases were assigned to <name> in the last month?
Provide a list of cases raised by <name> in the last 30 days.
Show me my cases that are in progress from this week
Show me critical priority cases assigned to the Petramco company
List cases from the Facilities support group that are new
How many cases were assigned to the <name> support group in the last month?
Show me cases raised by <user name> OR show me <user name> open cases OR list <user name> open cases.
Show me cases raised by <user name> this week OR show me <user name> open cases this month OR list <user name> open cases from today
Show me cases raised by <user name> that are in progress
Show me cases raised by <user name> that are critical
Show me cases assigned to the Petramco company
Show me cases assigned to the Facilities support group
Show me cases assigned to me
Show me cases assigned to <user name>
Was a similar case raised in the last 6 months?
List all users who have viewed this case.
Who has access to this case?
From which country do we get the highest volume of cases in the last 3 months?
Recommend Priority for this case.
The following table lists some examples of supported aggregation queries:
Type
Questions
Service quality monitoring
Show me the resolution time trends for cases over the last 30 days
List cases with breached SLAs this week
Which support group has the lowest mean time to resolution for Cases?
Highlight agents/assignee with highest number of reopened BWF cases
What is the mean time to resolution for EPF Enquiry case?
Case volume and categorization
Break down the case volume by category for the last 30 days
Show trends in case creation by type and business unit
List top 5 recurring issues based on the description
Summarize case volume by source (agent, live chat, email)
From which region do we get the greatest number of cases
Agent availability and performance
List case agents with the highest case backlog and average resolution time
Which case agent/assignee is contributing to the highest number of SLA-breached cases in BWF?
Which agent from <support group name> worked on the highest number of cases for given period 10th Dec 2025 to 18th Dec 2025?
To use Ask HelixGPT to get information from knowledge articles and cases
The following animation (without audio) shows how to use Ask HelixGPT to get information from relevant knowledge articles:
Troubleshooting
Why can't I see the Ask HelixGPT tab on the case details page?
BMC HelixGPT is not enabled for your line of business. Contact your case business analyst to enable it.
The answers I receive in Ask HelixGPT don't refer to all knowledge articles in BMC Helix Business Workflows.
If you don't have access to some knowledge articles, the information from those articles is not retrieved.
Why am I not able to view results for aggregation-type query?
Rephrase your question, including enough details or check if the query is asked based on custom fields.
