Resolving tickets with the help of Ask HelixGPT

When working on an incident, you can use the Ask HelixGPT tab on the incident screen for a conversational experience to get information about a possible resolution for the incident.

BMC HelixGPT is an answer retrieval service that uses large language models (LLM) to sift through the text in published knowledge articles. BMC HelixGPT uses this text to match contextual data of the incident ticket and your questions, and generates a reliable, summarized answer in human-like natural language.

Related topics

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

Use case: Finding information to resolve incidents by using Ask HelixGPT

The summarized information helps you quickly analyze the root cause of the incident, perform necessary actions, and resolve the incident. You can also view the knowledge articles that are used by BMC HelixGPT to generate the information.

Important

  • The Ask HelixGPT tab is available only on the Progressive Web Application (PWA) incident screen.
  • BMC HelixGPT uses published knowledge articles as reference data for generating summarized information. Therefore, when you use the Ask HelixGPT tab to find information, a published knowledge article relevant to the incident must already exist in the knowledge repository, and you must be entitled to view that knowledge article. If you are not entitled to view the knowledge article, BMC HelixGPT does not generate any response.
  • Response generation depends on many factors such as accuracy of the knowledge articles, model, and prompt configuration. Therefore, the generated responses might vary.
  • BMC HelixGPT does 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.


The following video provides a demonstration of how to find information to resolve an incident by using BMC HelixGPT:

icon_play.pnghttps://youtu.be/7g7nRZUhoks?si=rRQdpwv58jjRwtMw


Before you begin

Ensure that the incident ticket is created.

To use Ask HelixGPT to resolve a ticket

If your administrator has disabled initial resolution summary, 

BMC HelixGPT

 does not generate it when you click the Ask HelixGPT tab. A response is generated only when you ask a question. For more information about disabling the initial resolution summary, see Configuring-Ask-HelixGPT-for-BMC-Helix-ITSM.

  1. Open the incident ticket.

  2. Click the Ask HelixGPT tab.
    Based on the contextual data of the ticket, the Ask HelixGPT tab displays an initial resolution summary providing information about the possible resolution for the incident.

    The Ask HelixGPT tab also displays links to the knowledge articles from which the summary is sourced.
    Ask HelixGPT_23_3_04.png

  3. If you have further incident-related questions, type the question in the Type a message field, and press Enter.
    The Ask HelixGPT tab displays a summarized answer for your question along with links to the knowledge articles from which the answer is sourced.


To pin a knowledge article to an incident from the Ask HelixGPT tab

If the response generated by BMC HelixGPT helps resolve the incident, you can pin its source knowledge article to the incident.

Pinning a knowledge article to an incident increases its use count and relevance.

The articles you pin on the Ask HelixGPT tab also appear pinned on the Resources tab of the incident. The Resources tab displays the version number of the knowledge article you pinned.  

If you want to attach an article to an email message, you must first pin it to the incident.

To pin a knowledge article to an incident, on the Ask HelixGPT tab, in the Sources area of the response, click Pin Pin_Icon.pngcorresponding to the knowledge article.

Important

When Advanced Responsive Navigation is enabled, you can disregard the following error message displayed while pinning a knowledge article from the Sources section, as the article is still pinned:

The value(s) for this entry violate a unique index that has been defined for this form (382) was observed while pinning the knowledge articles from the HelixGPT responses.For more information about Advanced Responsive Navigation, see Enabling Advanced Responsive Navigation

.


To send a generated response, file, or pinned knowledge article in an email message from the Ask HelixGPT tab

When working on an incident, you might want to send the response generated by BMC HelixGPT to your customer or other IT users so that they can resolve the incident.

You can email the generated response from the Ask HelixGPT tab instead of using your standard email system.

You can also attach a knowledge article or a file to the email message. You can attach a knowledge article to an email message only if the knowledge article is pinned to the incident and has the Publish to External Audiences option set to Yes. The URL of the knowledge article is sent in the email message.

  1. On the Ask HelixGPT tab, click Email Email_Icon.pngbelow the generated response that you want to send in an email message.
    The response is added to the email body.
  2. Perform one of the following steps:

    • Click Attach file to attach a file to the email message.
    • Click Add knowledge article to attach a pinned knowledge article to the email message.

For more information about sending an email message, see Sending-email-messages.


To copy a generated response from the Ask HelixGPT tab

You can copy a generated response from the Ask HelixGPT tab and paste it into an email message or a document.

To copy a generated response, on the Ask HelixGPT tab, click Copy Copy_Icon.pngbelow the response you want to copy.

 

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