This documentation supports the 23.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Troubleshooting Ask HelixGPT

This topic provides information about troubleshooting Ask HelixGPT.

Related topics

Configuring-Ask-HelixGPT-for-BMC-Helix-ITSM

The following table describes the steps you can perform if you encounter the following problems: 

Problem

Resolution

You cannot view the Ask HelixGPT tab on the incident screen.

Solution 1:

In Mid Tier, ensure that the URL of the HelixGPT Assistant service is present in the HelixGPT-Assistant-Service-URL CCS parameter of the com.bmc.arsys.server.shared CCS component. 

For more information, see Setting configuration parameters in BMC Helix ITSM.

If the URL is not present, contact your BMC account manager.


Solution 2:

The following objects are updated in Developer Studio for the Ask HelixGPT feature. 

If you have an overlay of the SHR:SV_TicketDisplay form in Developer Studio and you have upgraded BMC Helix ITSM from version 23.3.01 or earlier, make sure you reconcile the following objects:

Object name

Object type

SHR:SV_TicketDisplay

View

SHR:TKD:SV_Get_CCS_Setting

Filter

SHR:TKD:SV_ServiceCallinitiate

Active link

SHR:TKD:SV_HideRelatedPanels_Guide

Active link guide

SHR:TKD:SV_HKM_EventTrap_ProcessEvents

Active link guide

SHR:TKD:SV_HelixGPTChatTab_Hide

Active link

The Ask HelixGPT tab does not generate any response.

Make sure you have performed the following actions:

  • Set the correct API endpoint URL and API key for the model you want to use for the BMC Helix IT Service Management application in the BMC HelixGPT Manager administrator UI.
  • Associate ITSM Resolution Skill and ITSM Conversation Skill with the model you want to use for the BMC Helix IT Service Management application in the BMC HelixGPT Manager administrator UI.
  • Run the data connection jobs for the data sources of the BMC Helix IT Service Management application and make sure that the data sources are indexed. 

BMC HelixGPT Manager shows a seed data error when you try to associate an out of the box skill with another model for the BMC Helix IT Service Management application.

Work around:

  1. Log into BMC Helix Innovation Studio with administrator credentials.
  2. Select the Development mode as Base.
  3. Click Workspace.
  4. On the Workspace page, click the HelixGPT Manager application to open it.
  5. On the Rules tab, click the Protect Seed Data - Skill rule.
  6. On the Edit Edit_Tab.pngtab of the Protect Seed Data - Skill page, expand GENERAL and turn off the Enabled toggle key.

  7. In BMC HelixGPT Manager, associate the out-of-the-box skill with the model that you want to use for the BMC Helix IT Service Management application and save the changes.
    For information about associating a skill with a model, see Updating prompts and skills for consistent and efficient responses from BMC HelixGPT.

    Warning

    Do not modify any other out-of-the-box configuration.

  8. Open the Protect Seed Data - Skill page and turn on the Enabled toggle key.

Important

If BMC HelixGPT is upgraded, the preceding configuration is overwritten by the out-of-the-box configuration. Therefore, you must perform the workaround steps again after a BMC HelixGPT upgrade.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*