Leveraging Ask HelixGPT for efficient incident resolution
Scenarios
The following scenarios provide examples of how Ask HelixGPT can empower service desk agents to resolve incidents swiftly and efficiently:
| Persona | Scenario |
|---|---|
| Jordon (Administrator) | Enable Ask HelixGPT for conversational support 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. |
| Carl (Service desk agent) | Accelerate incident resolution by using Ask HelixGPT Carl, a service desk agent, uses Ask HelixGPT to resolve a network failure incident. He uses predefined prompts like Summarize incident ticket and Summarize activity logs to understand the issue and timeline. He reviews linked knowledge articles, asks follow-up questions, and either resolves the incident manually or shares the generated summary with the customer, attaching relevant resources. |
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.
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.
Comparison between RAG and Agentic workflow
| Prompt example | RAG workflow | Agentic workflow |
|---|---|---|
| My VPN connection is not working. | The question is answered if a relevant knowledge article about the incident is available. | The question is answered with contextual understanding, irrespective of the availability of the knowledge article. |
| Summarize activity logs. | A summarized response is generated if the incident has activity notes entered by the user. | The question is answered by using contextual understanding to generate a summary. |
| Can you find a knowledge article for this incident? | The question lacks the context of the incident description; it fails. | The question is answered by inferring contextual and retrieving relevant data. |
| What is the status of this ticket? | The question lacks a clear and actionable problem description; it fails. | The question can be answered by interpretation, and the response is based on context. |
| Tell me the current date and time. | The question is not related to the current incident in context; it fails. | The question is not related to the current incident in context; it fails. |
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 |