Configuring ticket contextual data and custom skill for BMC HelixGPT capabilities
For each skill of a BMC HelixGPT capability, you can specify the ticket field IDs from which you want to send the contextual data of the tickets to the LLM. The LLM uses this data to determine the context of the ticket for generating responses.
By default, out-of-the-box skills, along with the ticket field IDs, are defined for each BMC HelixGPT capability in the BMC HelixGPT configuration for BMC Helix ITSM.
For example, when an agent clicks the Ask HelixGPT tab on an incident screen, the Incident Agent Assist Resolution skill is used and information from the Summary, Description, and Worknotes fields of the incident is passed to the LLM to determine its context.
If you have created custom skills, you can use them instead of the out-of-the-box skills.
The following table provides information about the use case and intent of each out-of-the-box skill and the ticket field IDs that are configured by default for the skill:
| Intent type | Use case | Context name | Out-of-the-box skill ID | Fields | Source form | Description |
| Incident | resolution | ticket details | AGGBBXA9IIGX5AS1JGB7S1JGB7B9TQ (Skill name: Incident Agent Assist Resolution) | Summary (Field ID: 1000000000) Description (Field ID: 1000000151)
| HPD:Help Desk | The summary, description, and work notes of an incident are sent to the LLM with the intent to generate a resolution summary for the incident when an agent clicks the Ask HelixGPT tab on the incident screen. For more information, see Configuring Ask HelixGPT for generating incident resolution information. |
| Incident | resolution | ticket worknotes | AGGBBXA9IIGX5AS1JGB7S1JGB7B9TQ (Skill name: Incident Agent Assist Resolution) | Worknotes (Field ID: 1000000151) | HPD:WorkLog | |
| Incident | conversation | ticket details | AGGBBXA9IIGX5AS1JFRLS1JFRLB82O (Skill name: Incident Agent Assist Conversation) | Summary (Field ID: 1000000000) Description: (Field ID: 1000000151) | HPD:Help Desk | The summary, description, and work notes of an incident are sent to the LLM with the intent to generate an answer when an agent asks a question on the Ask HelixGPT tab on the incident screen. For more information, see Configuring Ask HelixGPT for generating incident resolution information. |
| Incident | conversation | ticket worknotes | AGGBBXA9IIGX5AS1JFRLS1JFRLB82O (Skill name: Incident Agent Assist Conversation) | Worknotes (Field ID: 1000000151) | HPD:WorkLog | |
| Global Chat | global chat | global chat | AGGAPTFZASVEUAS8D5D8S8D5D8URZM (Skill name: Agent in Global Context) | Not applicable | Not applicable | The out-of-the-box skill used for the Agentic chat feature. For more information, see Configuring Agentic chat for BMC Helix ITSM. |
| Incident | resolution-note | ticket worknotes | AGGCKS2IDOYBVASRJTJTSRJTJTQ1F0 (Skill name: Incident Resolution Generation) | Worknotes (Field ID: 1000000151) | HPD:WorkLog | The work notes of an incident are sent to the LLM with the intent to generate a resolution note for the incident when a user clicks the Ask HelixGPT option on the incident screen. For more information, see Configuring Ask HelixGPT to generate incident resolution notes. |
Before you begin
Ensure you associate a model with the custom skill you want to use.
For more information about associating a model with a skill, see Creating and managing skills .
To configure ticket contextual data and custom skill for a BMC HelixGPT capability
You can use a custom skill instead of the out-of-the-box skill for a BMC HelixGPT capability.
The field IDs from which the contextual data of a ticket is sent to the LLM are configured by default for the following out-of-the-box skills:
- Incident Agent Assist Resolution
- Incident Agent Assist Conversation
- Incident Resolution Generation
You can specify fields other than the default fields to send the ticket data to the LLM.
To specify a custom skill and ticket field ID for a BMC HelixGPT capability:
- On the BMC Helix ITSM navigation bar, select Configuration > Innovation Studio Configuration.
- In the Settings pane, select HelixGPT Configuration > GPT Configurations.
- In the Intent type column, click the intent corresponding to a skill of a BMC HelixGPT capability.
- On the Edit HelixGPT Configuration page, specify the following information:
| Field name | Description |
| Skill | Replace the out-of-the-box skill ID with the custom skill ID. |
| Fields | Specify the field IDs from which you want to send the ticket data to the LLM. For example, if you want to send the ticket data from a custom field of the HPD:HelpDesk form, specify its field ID. Use a comma as a separator to specify multiple fields. |
| Field mapping | Specify the mapping between the field ID and field name in the following format: <field id>:<field name> Use a comma as a separator to specify multiple mappings. |
| Sort by | Specify the sort order for the fields. Data is sent to the LLM according to the sort order. Add suffix :1 or :2 to a field ID to sort the field data in ascending or descending order, respectively. For example, 1000000000:1 and 1000000151:2 indicate that the sort order for field ID 1000000000 is ascending and field ID 1000000151 is descending. |
| Entry limit | Specify the number of records to be sent from a field to the LLM to build the context of the ticket. For example, type 10 if you want to send top 10 work notes from an incident to build the context of the incident. The work notes are sent based on the sort order you specify for the Worknotes field in the Sort by field. |