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.

Agentic case resolution description

By default, an agentic model is used in a fresh installation to automatically generate a case resolution summary. By using this model, you can use your custom skill to generate a case resolution description. 

For more information about the behavior of the agentic model for generating a case summary in the fresh install and upgrade scenarios, see Agentic model availability for BMC HelixGPT capabilities.

If you have already created a custom skill before upgrading to the latest version, you can apply an agentic model to it. For more information, see To enable agentic case resolution description for a custom skill.

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

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 Generate case resolution.
4. Use the toggle key to enable the Configuration value.
5. Click Save.

To enable agentic case resolution description for a custom skill

Perform the following steps only if you have already created a copy of the Generate Case Resolution skill before upgrading to the latest version.

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 BWF agent:

Task 2: To add initial instructions

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 GPT Configuration.
4. Select the GPT Configuration record definition checkbox and click Edit data.
5. From the data editor, select Generate Case Resolution skill record based on the required context name and click Edit.
6. Copy the instructions from the Initial Instructions field.
7. Log in to BMC Helix Business Workflows and click Settings.
8. Select Line of Business > Manage Line of Business.
9. On the HelixGPT tab, click Skills.
10. On the Skills tab, select your custom skill based on the context name.

11. Paste the instructions in the Initial Instructions field.

    Important: You must paste the initial instructions for each context name: case details, case activities, and case knowledge articles.

12. Click Save.

Click here to see user interface

The following image shows how to add initial instructions:

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 or Closed status. 

The following video shows the actions you can perform by using the Generate Case Resolution button: