Troubleshooting Ask HelixGPT for generating incident resolution information

You cannot view the Ask HelixGPT tab on the incident screen.

The following objects are updated in Developer Studio for the Ask HelixGPT feature. 

If you have an overlay of the SHR:SV_TicketDisplay form in Developer Studio and you have upgraded BMC Helix ITSM from an earlier version, make sure you reconcile the following objects:

The Ask HelixGPT tab does not generate any response.

Make sure you have performed the following actions:

• Set the correct API endpoint URL and API key for the model you want to use for the BMC Helix IT Service Management application in the BMC HelixGPT Manager administrator UI.
• Configure the resolution and conversation skills as follows to generate incident resolution and conversation responses:
  1. Associate the model you want with the Incident Agent Assist Resolution and Incident Agent Assist Conversation out-of-the-box skills for the BMC Helix IT Service Management application in the BMC HelixGPT Manager administrator UI.
     If you have created custom resolution and conversation skills, associate the model with the custom skills instead. 

     For information about associating a model with a skill, see Creating and managing skills and Creating and managing prompts.

     For information about the supported models, see Models in BMC HelixGPT.

  2. Set these resolution and conversation skills on the GPT Configurations page for generating incident resolution and conversation responses.
     For more information, see Configuring ticket contextual data and custom skill for BMC HelixGPT capabilities.
• Run the data connection jobs for the data sources of the BMC Helix IT Service Management application and make sure that the data sources are indexed. 

If you have a customized SV_TicketDisplay view in Developer Studio and have upgraded BMC Helix ITSM from version 23.3.03, perform the following steps:

1. Open the overlay of the SHR:SV_TicketDisplay form.
2. Set the App ID property of the HelixGPTChat component to the following value:
   com.bmc.dsm.itsm-applications

• BMC HelixGPTManager shows a seed data error when you try to associate another model with an out-of-the-box skill for the BMC Helix IT Service Management application.
   
• You cannot link other prompts to an out-of-the-box skill for the BMC Helix IT Service Management application. 

Work around:

1. Log into BMC Helix Innovation Studio with administrator credentials.
2. Select the Development mode as Base.
3. Click Workspace.
4. On the Workspace page, click the HelixGPT Manager application to open it.
5. On the Rules tab, click the Protect Seed Data - Skill rule.
6. On the Edit  tab of the Protect Seed Data - Skill page, expand GENERAL and turn off the Enabled toggle key.

7. In BMC HelixGPT Manager, associate the model or link the prompt you want to the out-of-the-box skill for the BMC Helix IT Service Management application and save the changes.
   For information about associating a model or linking a prompt to a skill, see Updating prompts and skills for consistent and efficient responses from BMC HelixGPT.

   Warning

   Warning

   Do not modify any other out-of-the-box configuration.

8. Open the Protect Seed Data - Skill page and turn on the Enabled toggle key.