This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Finding information to resolve incidents by using Ask HelixGPT

Service desk agents work on multiple incident tickets. They want quicker, reliable answers to their queries to troubleshoot the incidents.

Instead of reading through the knowledge articles to find information, agents can use the Ask HelixGPT capability, powered by BMC HelixGPT, for a conversational experience to get information about the possible resolution for an incident.

Agents can also do the following tasks from the Ask HelixGPT tab:

  • View the knowledge articles used by BMC HelixGPT to generate the information.
  • Pin the knowledge articles to the incident.
  • Send the generated information in an email message.
  • Attach a file or a pinned knowledge article to the email message.
  • Copy the generated information.

BMC HelixGPT provides the following benefits:

  • Generates reliable, summarized information providing possible resolution for the incident.
  • Provides a conversational experience to the service desk agents.
    Service desk agents can ask questions that elicit incident resolution information and get summarized answers.
  • Sources information from published knowledge articles. Therefore, the generated information is reliable.
  • Helps the agents quickly analyze the root cause of the incident, perform necessary actions, and resolve the incident.
  • Provides faster resolution of incidents and increases agent efficiency, service desk productivity, and customer satisfaction.

Related topics

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

Resolving-tickets-with-the-help-of-Ask-HelixGPT 


Scenario 1

Scenario

Jordon, an administrator at Apex Global wants to enable Ask HelixGPT for BMC Helix ITSM so that service desk agents get a conversational experience when finding information about possible resolutions for the incidents. 

Scenario 2

Scenario

Carl, a service desk agent, is assigned an incident ticket about a network failure. He wants to find information about how to restore the network.

Instead of reading through the knowledge articles, he opens the ticket and clicks the Ask HelixGPT tab on the incident screen to get a summarized resolution. The Ask HelixGPT tab also shows links to the knowledge articles from where the information is sourced. If required, Carl can view these knowledge articles. If he wants to investigate the incident further, he can ask specific questions on the Ask HelixGPT tab. 

He finds the generated information helpful in resolving the incident and pins the knowledge article to the incident. 

He performs one of the following actions:

  • Uses the generated information to manually resolve the incident.
  • Sends the generated information in an email message from the Ask HelixGPT tab to the customer so that the customer can resolve the incident. Carl also attaches the pinned knowledge article or a file to the email message.


The following workflow diagram shows how Carl gets resolution information for the incident by using the Ask HelixGPT tab on the incident screen:

AskHelixGPT_Workflow_23_3_04.png


Workflow for configuring and using Ask HelixGPT for BMC Helix ITSM 

The following table describes the workflow for configuring and using Ask HelixGPT for BMC Helix ITSM:

Task

Component

Role

Action

Reference

1

Not applicable

Technical contact (customer)

Contact your BMC account manager to get the Ask HelixGPT capability for BMC Helix ITSM.

Not applicable

2

BMC Helix Innovation Suite

Administrator

Configure Ask HelixGPT for BMC Helix ITSM.

3

BMC Helix ITSM

Service desk agent

Use Ask HelixGPT to get information about possible resolutions for the incidents.

 

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