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Leveraging Ask HelixGPT for efficient incident resolution

Service desk agents work on multiple incident tickets. They want quicker, reliable answers to their queries to troubleshoot the incidents.

Rather than manually browsing through knowledge articles, agents can engage with the Ask HelixGPT feature powered by BMC HelixGPT for a conversational and efficient way to obtain potential incident resolutions.

Agents can also do the following tasks from the Ask HelixGPT tab:

  • View the knowledge articles used by BMC HelixGPT to generate the information.
  • Pin the knowledge articles to the incident.
  • Send the generated information in an email message.
  • Attach a file or a pinned knowledge article to the email message.
  • Copy the generated information.
  • Use predefined prompts to reduce cognitive load and accelerate incident resolution.

BMC HelixGPTprovides the following benefits:

  • Generates reliable, summarized information providing possible resolution for the incident.
  • Provides a conversational experience to the service desk agents.
    Service desk agents can ask questions that elicit incident resolution information and get summarized answers.
  • Sources information from published knowledge articles. Therefore, the generated information is reliable.
  • Helps the agents quickly analyze the root cause of the incident, perform necessary actions, and resolve the incident.
  • Provides faster resolution of incidents and increases agent efficiency, service desk productivity, and customer satisfaction.
  • At handover, the system provides the support agents with the BMC HelixGPT chat summary and transcript, if the chat summary parameter is enabled.
  • If the BMC Helix Digital Workplace request is linked to a fulfillment ticket, the system also adds the BMC HelixGPT chat summary and transcript to the fulfillment ticket.

Related topics

Configuring Ask HelixGPT for BMC Helix ITSM

Resolving tickets with the help of Ask HelixGPT

Configuring BMC HelixGPT in the end-user console and studio pages

 

Scenario 1

Information
Scenario

Jordon, an administrator at Apex Global wants to enable Ask HelixGPT for BMC Helix ITSM so that service desk agents get a conversational experience when finding information about possible resolutions for the incidents. 

Scenario 2

Information
Scenario

Carl, a service desk agent, is assigned an incident ticket related to a network failure. To quickly understand the issue and find a resolution, he opens the ticket and clicks the Ask HelixGPT tab on the incident screen.

As he clicks on the Ask HelixGPT tab, Carl sees two predefined prompts:

  • Summarize activity logs
  • Summarize incident ticket

He clicks  Summarize incident ticket, and Ask HelixGPT instantly provides a concise overview of the incident. Curious about the sequence of events, he then clicks Summarize activity logs, which gives him a clear timeline of actions taken so far.

Using this summarized information, Carl quickly grasps the context of the issue. The response also includes links to relevant knowledge articles, which he can optionally review for deeper insights. If he needs more details, Carl can type in specific follow-up questions in the Ask HelixGPT tab.

Finding the generated content helpful, Carl pins the most relevant knowledge article to the incident for future reference.

He then performs one of the following actions:

  • Uses the summarized resolution to manually resolve the incident.
  • Sends the generated information via email to the customer directly from the Ask HelixGPT tab, optionally attaching the pinned knowledge article or a supporting file.

How Ask HelixGPT works

You can use Ask HelixGPT to deliver intelligent, context-aware responses through enterprise knowledge and conversational understanding. Over time, its response generation capabilities have evolved to better handle a wider range of queries, including those with limited context or vague phrasing. 

Agentic workflow ​​​

Use Ask HelixGPT with agent assistance to improve flexibility, handle ambiguous or weak prompts, and handle multi-step actions. 
The following diagram depicts how Ask HelixGPT processes queries.
Agentic_chat.png

Retrieval Augmented Generation(RAG) based workflow

To get the most out of Ask HelixGPT through a RAG approach, use prompts that align with its capabilities. 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 is influenced by several factors, such as the accuracy of the knowledge articles, the model, and the prompt configuration. Therefore, the generated responses might vary. 

The following diagram depicts how Ask HelixGPT processes incident resolution and conversational queries to generate responses.

Ask_helixgpt.png

Understanding this workflow will help you draft effective prompts.

Examples of effective prompts

These prompts are likely to return accurate and helpful responses.

Prompt exampleHow it works
My VPN connection is not working.The question is answered only if a knowledge article about the incident is available.
Summarize activity logs.A summarized response is generated only if the incident has activity notes entered by the user.
I need to reset my password.Direct problem statement. The question is answered only if a knowledge article about the incident is available.

Examples of weak prompts

These prompts may fail or return irrelevant results.

Prompt exampleWhy it failsRecommended prompt
Can you find a knowledge article for this incident?The incident context (summary) is not included in the question.“Can you find a knowledge article for an incident where VPN connection is not working?”
Tell me the current date and time.The question is not related to the current incident in context. 
What is the status of this ticket?The question lacks an actionable problem description. 

Workflow for configuring and using Ask HelixGPT for BMC Helix ITSM 

The following table describes the workflow for configuring and using Ask HelixGPT for BMC Helix ITSM:

Task

Component

Role

Action

Reference

1

Not applicable

Technical contact (customer)

Contact your BMC account manager to get the Ask HelixGPT capability for BMC Helix ITSM.

Not applicable

2

BMC Helix Innovation Suite

Administrator

Configure Ask HelixGPT for BMC Helix ITSM.

Configuring Ask HelixGPT for BMC Helix ITSM

3

BMC Helix ITSM

Service desk agent

Use Ask HelixGPT to get information about possible resolutions for the incidents.

Resolving tickets with the help of Ask HelixGPT

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix ITSM: Service Desk 25.4