23.3 enhancements and patches

Search for multiple CIs with a comma-separated list

As a ticket assignee, you can search for multiple configuration items(CI) across incident, problem investigation, and known error tickets simultaneously by entering comma-separated CI names. This feature helps you save your time and focus more on other critical issues.

For more details, see Relating items to incident requests and Relating items to problem investigations and known errors.

Optimize ticket analysis by viewing all pinned knowledge articles together in tickets 

A new filter is introduced to display all pinned knowledge articles together in incident, problem investigation, work order or known error tickets at a glance. Ticket assignees pin the most helpful knowledge articles that they refer to while resolving tickets. While analyzing tickets, the filter saves your effort of browsing through pages to find the pinned knowledge articles.

For more details, see Resolving tickets with the help of knowledge articles.

Pin knowledge articles, copy a response, and send an email from the Ask HelixGPT tab

As a service desk agent. you can perform the following tasks on the Ask HelixGPT tab of an incident screen:

• Pin a source knowledge article to the incident.
• Send the generated response in an email message to a customer or other IT user so that they can resolve the incident.
• Attach the pinned knowledge article or a file to the email message.
• Copy a generated response.

These capabilities save your time and enhance your user experience. You need not navigate to other tabs or screens to pin knowledge articles or email the generated response. Thereby, enabling you to communicate and collaborate with your customers and coworkers faster and more efficiently.

For more information, see Resolving-tickets-with-the-help-of-Ask-HelixGPT.

Optimize cost while leveraging the Ask HelixGPT capability by disabling initial resolution summary

By default, BMC HelixGPT generates responses when an agent clicks the Ask HelixGPT tab on an incident screen and when the agent asks questions on the AskHelixGPT tab.

To generate each response, an API call is made to the Large Language Model (LLM). Each API call is associated with a cost, which depends on the LLM you select.

You can optimize the cost by disabling the initial resolution summary so that a response is generated only when an agent asks a question, limiting the API calls to answer the questions.

For more information, see Configuring-Ask-HelixGPT-for-BMC-Helix-ITSM.

Relate existing outages or create related outages for the associated CIs directly from an incident

In Progressive Web App (PWA) screens of an incident, create related outages for the associated CIs directly from the Related items tab. Also, search for an existing outage for one or more CIs associated with an incident and relate these outages to the incident directly from the Related items tab.

Creating these relationships makes planning and scheduling associated tasks easier, with all the relevant information available in the incident. For more information, see Relating items to incident requests.

(Controlled availability customers only) Leverage BMC HelixGPT generative AI to get real-time, summarized information for resolving incidents faster

BMC HelixGPT provides you a conversational experience to find information when working on incidents. Instead of reading through the knowledge articles, you can ask your incident-related questions to BMC HelixGPT and get real-time summarized answers.

Use BMC HelixGPT to resolve your incidents faster by getting reliable, summarized answers.

Faster resolution of incidents leads to increased agent efficiency, call center productivity, and customer satisfaction.

For more information, see Finding information to resolve incidents by using BMC HelixGPT.

Add BMC Helix bot by default to the Microsoft Teams chat

When you click Launch ChatOps from any incident ticket, you can add members and launch a Microsoft Teams chat. You can add the BMC Helix chat bot to the chat group and get details related to the incidents quickly.
You can either manually add the chat bot, or you can now configure the ChatBot-Id CCS parameter to add the bot to the Microsoft Teams chat by default.

For more information, see Launching ChatOps for collaboration.

(Controlled availability customers only)
View the Audit log information for any ticket

Viewing the complete audit log information helps the service desk agents gain all the information about a ticket on a single window in Progressive Web Application (PWA) screens . When list of changes and updates are made to selected ticket, an audit entry is created to track the changes. You can view this Audit log information directly in the PWA screens of the ticket by setting the arsystem.pwa_enable_auditlog CCS parameter value to true. For more information, see Viewing the audit log