Configuring BMC HelixGPT to generate incident resolution notes

Use the generative AI capabilities of BMC HelixGPT to generate incident resolution notes when resolving or closing an incident.

When multiple people collaborate on a ticket, it often leads to the addition of numerous work notes. As a result, the service desk agent assigned to resolve or close the incident should review these notes and the ticket details to create resolution notes. This process can be tedious and time-consuming. Instead, you can click the Ask HelixGPT button under the Resolution note field on the incident screen to quickly populate the resolution note.

When you change the status of an incident ticket to Resolved or Closed and click the Ask HelixGPT button below the Resolution note field, BMC HelixGPT uses the Large Language Models (LLM) to analyze the context data like summary, description, and work notes of the incident ticket. A resolution note is generated in natural, human-like language and populated in the field. If you want to modify the incident resolution note further, you can edit the response. You can click Undo to restore the previous version of the content. When you click the Ask HelixGPT button again, BMC HelixGPT uses the modified resolution note also to generate a new resolution note.

Before you begin

BMC HelixGPT must be enabled and configured. To deploy and enable BMC HelixGPT, you must contact BMC Support.

Ensure that the following steps are configured for BMC HelixGPT:

To enable or disable incident resolution notes generation using BMC HelixGPT

1. In Mid Tier, in the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Incident Management > Advanced Options > Rules, and then click Open.
3. In HelixGPT Auto Resolution, perform one of the following options:
   1. Click Yes to enable incident resolution notes generation by BMC HelixGPT. 
   2. Click No to disable incident resolution notes generation by BMC HelixGPT. 

For more information about configuring the HPD:CFG-Rules form, see Configuring incident rules. 

Starting with the 25.2 version, if BMC HelixGPT is enabled in your environment, HelixGPT Auto Resolution is set to Yes and the Ask HelixGPT button is available below the resolution notes field on the incident screen by default.

Skill and contextual data configuration for incident resolution notes generation

You can associate the LLM that you want to use with the Incident Resolution Generation skill 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 prompts.

You can configure the contextual data to be sent to LLM. By default, data from the following incident fields are sent to the LLM to determine its context when an agent clicks the Ask HelixGPT button on the incident screen: 

• Summary
• Description
• Resolution (if available)
• Affected Service
• Causal CI
• Worknotes
• Resolution note (if provided or modified by agent)

You can also add fields other than the work notes to provide more contextual data to LLM for generating incident resolution notes. For example, if you have created a custom field for the HPD:HelpDesk form, you can send data from the custom field to the LLM to determine the context of the incident resolution note. 

You can also use 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.