Launching ChatOps for collaboration
You can launch a Microsoft Teams chat from an incident screen. When you launch a chat from an incident screen, all the team members associated with the incident are automatically invited to the chat. You can also add team members that are not associated with the incident to the chat.
To hide the Launch ChatOps option, you must change the visibility flag of this option in Developer Studio. For complete information on how to hide the Launch ChatOps option in BMC Helix ITSM, see knowledge article 000403486.
To use BMC HelixGPT to launch ChatOps, see Configuring Microsoft Teams bot for streamlining incidents.
Before you begin
Make sure that the administrator has configured Azure settings so that the service desk agents, specialists, or major incident management team members can launch the Microsoft Teams chat for collaboration from incidents from an incident screen. For more information, see Configuring-settings-to-launch-Microsoft-Teams-chat-from-incidents.
To launch a Microsoft Teams chat from an incident screen
- Open an existing incident.
- Click Launch ChatOps.
- In the popup window, click Launch ChatOps.
A Microsoft Teams chat is launched from the incident.
When you launch a chat from an incident, the activity feed does not display any Microsoft Teams-related activity, and the chat transcript is not saved on the activity feed.
To add new members to a Microsoft Teams chat
- Open an existing incident.
- Click Launch ChatOps.
- In the popup window, enter values in the Support group and Person fields.
- Click Add.
Important
If New Microsoft Teams is enabled, you get the following error:
As a workaround, perform the following steps to open the chat in New Microsoft Teams:
- Create an overlay for Active link : SHR:MCR:SV_MajorInc_CR_RunProcess.
Enter the updated field mapping value.
Existing field mapping value
New field mapping value
z1d_SV_Char06=(("https://teams.microsoft.com/l/chat/0/0?topicName=" + $SV_SH_SourceRequestID$) + "-") + $SV_CR_SourceReqDesc$
z1d_SV_Char06=("https://teams.microsoft.com/_#/conversations/" + $INC_ChatID$) + "?ctx=chat"
To add BMC Helix bot to the Microsoft Teams chat
You can manually add the BMC Helix chat bot to the Microsoft Teams chat, or you can configure a CCS parameter to include the bot by default when the chat group is created.
In Centralized configuration, add a CCS parameter ChatBot-Id and enter the bot ID as shown in the Setting configuration parameters in BMC Helix ITSM topic.
The bot ID is the Microsoft App ID available in Configurations settings under your Bot Channels Registration in Azure portal. Alternatively, Application (client) ID of your registered application name under App registrations in Azure portal can be entered as bot ID. You must have the application administrator permissions in Azure to view the bot ID.
Information available within Microsoft Teams when using with BMC HelixGPT
When using BMC HelixGPT to launch Microsoft Teams from an incident, you can start a conversation with all team members associated with the incident in the Microsoft Teams channel. You can perform the following actions and get information about the incident:
- View incident details.
- Get participant recommendations for the incident you are currently collaborating on and for other incidents. The recommendation is provided based on the assignees of similar incidents.
- If XMatter is configured, based on the incident support group, get the on-call person for the support group and provide the recommendation.
- If BMC Helix ITSM is integrated with BMC Helix AIOps, get Situation details from BMC Helix AIOps.
Out-of-the-box sample questions
Here are some out-of-the-box sample questions that you can ask to get the information:
| Type of questions | Sample questions |
|---|---|
| Incident-related questions |
|
| BMC Helix AIOps Chat Agent |
|
Examples
- Carl, a helpdesk agent, receives a high-priority incident in Smart IT regarding a critical server outage. To resolve the issue quickly, he clicks Launch ChatOps on the incident screen, adds the server admin, network engineer, and Microsoft Teams Collaborator bot, and starts a chat. The team collaborates in real time, shares logs, and restores the server, reducing downtime.
- A support team at Apex Global is troubleshooting a critical incident affecting customer transactions. An agent reports the issue in a Microsoft Teams channel. The Microsoft Teams Bot, integrated with the incident management system, automatically joins the conversation, retrieves incident details, suggests relevant knowledge articles, and updates the ticket in real time. Team members collaborate and take necessary actions, and the bot ensures all updates are logged, streamlining communication and resolution.