Configuring Ask HelixGPT for BMC Helix ITSM
When an agent clicks the Ask HelixGPT tab on the incident screen, the contextual data of the incident is sent to the LLM to determine the context of the incident and generate resolution information for the incident.
If the agent wants to investigate the incident further, the agent can ask specific questions on the Ask HelixGPT tab. The agent can also view the knowledge articles from which BMC HelixGPT sourced the information.
BMC HelixGPTprovides real-time recommendations based on the past and current information that helps the agents to quickly analyze the root cause of the incident, perform necessary actions, and resolve the incident.
If you want to enable BMC HelixGPT for an on-premise deployment, see Performing the BMC Helix Service Management installation.
To leverage the BMC HelixGPT capabilities, the BMC Helix IT Service Management application is configured out of the box in BMC HelixGPT Manager. For more information, see Registering an application for BMC HelixGPT Manager.
The following diagram depicts the tasks for configuring Ask HelixGPT for BMC Helix ITSM:
Supported knowledge providers
For the BMC Helix IT Service Management application, BMC HelixGPT uses the following knowledge articles, by default, to generate responses:
- Published knowledge articles from BMC Helix ITSM: Knowledge Management
- Knowledge articles associated with closed incidents from BMC Helix ITSM
You can also set BMC Helix Knowledge Management by ComAround as a data source for the BMC Helix IT Service Management application instead of BMC Helix ITSM: Knowledge Management. BMC HelixGPT uses published knowledge articles from BMC Helix Knowledge Management by ComAround to generate responses.
Before you begin
Make sure you complete the following tasks before you start using the Ask HelixGPT tab:
Product | Task | Reference |
|---|---|---|
BMC Helix Innovation Studio | Ingest data from BMC Helix ITSM: Knowledge Management and BMC Helix ITSM into BMC HelixGPT. If you have set BMC Helix Knowledge Management by ComAround as a data source for the BMC Helix IT Service Management application, ingest its data into BMC HelixGPT. | |
BMC HelixGPTManager | Obtain the API key from your AI service provider and configure the AI service provider connection in the BMC HelixGPT Manager administrator UI. | |
BMC HelixGPTManager | In BMC HelixGPT Manager, the following skills are provided out of the box for the Ask HelixGPT feature:
Associate the model that you want to use with these out-of-the-box skills for the BMC Helix IT Service Management application in the BMC HelixGPT Manager administrator UI. By default, the Azure OpenAI GPT-4o (Omni) model is associated with the out-of-the-box skills. If you want to use a custom skill, associate a model with the custom skill. | For information about associating a model with a skill, see Creating and managing prompts and Creating and managing skills. For information about the supported models, see Models in BMC HelixGPT. |
BMC HelixGPT Manager | Set BMC Helix Knowledge Management by ComAround as a data source for the BMC Helix IT Service Management application. Perform this task only if you want to use published knowledge articles from BMC Helix Knowledge Management by ComAround instead of BMC Helix ITSM: Knowledge Management to generate the responses. You need not define search filters for BMC Helix Knowledge Management by ComAround because they are predefined. | For information about setting a data source for an application, see Defining knowledge search settings. |
To enable or disable Ask HelixGPT
If BMC HelixGPT is enabled in your BMC Helix ITSM environment, the Ask HelixGPT tab is available by default on the incident screen.
- On the AR System Configuration Generic UI form, add the disableAskHelixGPT CCS parameter to the arsystem.bmc.arsys.itsm (*) component.
- Set the disableAskHelixGPT CCS parameter to any of the following:
- true: To disable Ask HelixGPT. The Ask HelixGPT tab is not displayed on the incident screen.
- false: To enable Ask HelixGPT. The Ask HelixGPT tab is displayed on the incident screen.
The default value is false.
For more information, see Setting configuration parameters in BMC Helix ITSM.
To enable or disable the initial resolution summary for Ask HelixGPT
When an agent clicks the Ask HelixGPT tab on an incident screen, BMC HelixGPT generates an initial resolution summary that provides information about a possible resolution for the incident. If the agent wants to investigate the incident further, the agent can ask specific questions on the Ask HelixGPT tab.
An API call is made to the large language model (LLM) to generate each response. Each API call is associated with a cost, which depends on the LLM you select.
If you want to optimize the cost while leveraging the BMC HelixGPT capability, disable the initial resolution summary so that BMC HelixGPT does not generate it. Disabling the initial resolution summary generates a response only when an agent asks a question, limiting the API calls to answer the questions.
- In Developer Studio, open the SV_TicketDisplay view of the SHR:SV_TicketDisplay form.
- On the Ask HelixGPT tab panel, set the Disable Resolution property of the HelixGPTChat component to one of the following options:
- true: If you do not want to generate an initial resolution summary when an agent clicks the Ask HelixGPT tab.
- false: If you want to generate an initial resolution summary when an agent clicks the Ask HelixGPT tab.
The default value is false.
Skill and contextual data configuration for incident resolution information generation
You can associate the LLM that you want to use with the Incident Agent Assist Resolution and Incident Agent Assist Conversation out-of-the-box skills for the BMC Helix IT Service Management application in the BMC HelixGPT Manager administrator UI. For information about associating a model with a skill, see Creating and managing skills.
You can configure the incident contextual data to be sent to the LLM. By default, data from the following incident fields are sent to the LLM to determine the context of an incident when an agent clicks the Ask HelixGPT tab on the incident screen:
- Summary
- Description
- Worknotes
If you want to send the incident contextual data from other fields, you can specify those fields. For example, if you have created a custom field on the HPD:HelpDesk form, you can send data from the custom field to the LLM to determine the context of the incident.
If you have created custom skills, you can use the custom skills instead of out-of-the-box skills.
For more information about using custom skills and configuring contextual data, see Configuring ticket contextual data and custom skill for BMC HelixGPT capabilities.
FAQ
The Ask HelixGPT tab shows incorrect or varied responses
Possible reasons:
- Response generation depends on many factors such as accuracy of the knowledge articles, model, and prompt configuration. Therefore, the generated responses might vary.
- BMC HelixGPTdoes not use information present in the attached documents of the knowledge articles for generating responses. Hence, if the resolution information is present in an attached document of a knowledge article, the generated response will not contain the information.
If the knowledge article that is referenced to generate the response contains incorrect or hidden malicious content, the generated response will be incorrect. Knowledge approvers must thoroughly review the knowledge articles before approving them.
If you want to allow knowledge approvers to review the articles in source HTML format, you can set the isCKEditorSourceEditable CCS parameter to true. For more information, see Setting configuration parameters in BMC Helix ITSM.
The following screenshot shows the Source option that is available on the edit knowledge article screen after you enable the isCKEditorSourceEditable CCS parameter:
