Use BMC HelixGPT to generate an incident summary for faster resolution
As a service desk agent, you work on multiple incidents with tricky and long issue descriptions. You want a way to quickly grasp the issue to resolve it sooner. BMC HelixGPT offers the capability to summarize incidents based on the information available in them. Improved incident understanding reduces turnaround time for resolving incidents.
The capability offers the following benefits:
- Reduced time and effort to understand incident details
- Improved collaboration amongst multiple stakeholders through a clear understanding of incidents
Scenario
Scenario
Carl, a service desk agent at Apex Global, wants to analyze the Connection failure incident that is assigned to him. The incident has a long description and has multiple activity notes.
It would take him a lot of time to read the description, understand it, and drive it to a resolution. Therefore, he clicks "Summarize incident" within the incident record to view a clear and concise description that incorporates all available details.
If further updates are made to the incident, he clicks 
to regenerate a summary that includes all updates.
He uses the summary to understand the customer's issue and drives the resolution.
Workflow for generating an incident summary
The following diagram represents the workflow for enabling and using the incident summarization capability:
The following table describes the workflow for configuring BMC HelixGPT with BMC Helix ITSM:
Task | Component | Role | Action | Reference |
|---|---|---|---|---|
1 | Mid Tier | Administrator | Integrate BMC HelixGPT with BMC Helix ITSM. | Configuring settings to use Agentic AI |
2 | BMC Helix Innovation Suite | Administrator | (Optional) Configure the incident summarization capability. | Configuring incident summarization using ITSM agent |
3 | BMC Helix ITSM | Service desk agent | Use BMC HelixGPT to generate summaries of incidents. | Generating an incident summary for faster resolution |
Results
Service desk agents can generate a concise and structured summary of incidents that enables them to resolve incidents faster and improve the service management of the organization.