Configuring intelligent support group prediction in incidents with BMC Helix classifier

Service desk managers can use AI to to automatically predict and assign incoming incidents to the best suited support groups for resolution. AI analyzes historical, closed incidents in BMC Helix ITSM to predict the appropriate support group of incoming incidents. The capability uses the Helix model to predict the support group.

Use this capability for the following benefits:

Improved assignments to support groups, ensuring appropriate utilization of support resources.
Reduced manual effort of analysis and assignment of incidents

Scenario for using intelligent support group prediction

Susan, the service desk manager at Calbro Inc, notices that incidents related to network security are assigned to wrong support groups by her team. The incidents often take multiple hops before reaching the right support group which delays the resolution.

While creating an incident Failure in security server node, she wants to assign it to the right support group having relevant expertise to resolve it. However, there are multiple support groups in the organization specialized in certain areas of network security. Susan is unaware of the right support group with the relevant expertise to which the incident needs to be assigned.

She leverages AI to predict the right support group with the relevant experience. To do so, in the incident creation form, she clicks under the Assigned Support Group field. AI populates the field with Network security handler A support group which has the relevant experience to resolve the incident.

Workflow for support group prediction

Before you begin

Make sure that you have the Cognitive Service Config permission. For information about this permission, see Permissions-to-configure-the-cognitive-service.
Make sure that you understand the types of training data and the guidelines to follow while generating the data.
Obtain the URL and credentials required to configure the cognitive service.

To configure intelligent support group prediction in incidents with BMC Helix classifier

To configure the CCS parameters

Log in to Mid Tier.
Select AR System Administration > AR System Administration Console > System > General > Centralized Configuration.
From the Component Name list, select com.bmc.arsys.server.shared > *.
Set the value of the following CCS parameters:
- Classification-Service-Provider CCS parameter as HELIX.
  Use this parameter to select the provider of the classification service.
- Cognitive-Service-Confidence-Threshold CCS parameter as 0.0.
Click Apply.

To configure the cognitive service connection settings

Log in to Mid Tier
Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
On the Cognitive Data Setup form, click Cognitive Service Setup.
On the Cognitive Service Connection Settings form, enter the field values for User Name, Password, and Cognitive Service URL.
The URL and credentials are provided to the admin user.
In Enable Cognitive Service, select Yes.
The value that you select updates the Enable-Cognitive-Service CCS parameter.
After you save the settings, click Test Connection to check whether the cognitive service is configured on your system.
- If cognitive service is successfully configured, the following message is displayed:
  Connection Successful (ARNOTE 10000)
- If the system encounters problems while configuring the service, an error is displayed.
(Optional) If the system fails to configure the service due to an error, check the error details in the arextension.log file in the ARSysteminstalldirectory\Arserver\Db location and re-enter the correct values on the form.

To generate training data to train the algorithm on closed incidents of the past

Log in to Mid Tier.
Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
From the Company list, select the company for which you want to enable the capability.
From the Application list, select Incident Management.
From the Template list, select Incident Support Group Prediction Training Data.
Click Add Selected Template.
Select the added template and click Generate Training Data.

The AI algorithm analyzes closed incidents from the selected company in BMC Helix ITSM, and considers them for model training.

If the training data generation fails, see Troubleshooting incident requests.

Recommendation

Each support group must have at least 100 incidents to train the model such that BMC Helix ITSM can predict support groups of new incidents.
We recommend setting the Cognitive-Service-Confidence-Threshold CCS parameter as 0.0. This ensures that the Helix model can predict support groups of new incidents.

Where to go from here

Creating an incident request