Using Agent Assist to resolve tickets

While working on incidents, use Agent Assist, which uses agentic AI, to understand queries and identify effective resolution paths through contextual data. With Agent Assist, service desk agents can resolve incidents faster by getting quick, conversational, and context‑aware resolution suggestions. By minimizing manual searches through knowledge articles, agents can quickly identify root causes, take the right actions, and improve resolution speed and overall productivity.

The key features of Agent Assist are:

• Resolution insights: Get automatic initial analysis of incidents and receive context-aware resolution suggestions. You can further use the predefined prompts to get context-based resolution for incidents.
• Conversational experience: Ask questions and receive summarized answers in a conversational format. You can also copy the received answers to send them in emails. You can attach files or pinned articles to the email from the chat.
• Knowledge discovery: Get contextual answers to queries sourced from published knowledge articles. You can view the knowledge articles by clicking the links and also pin those articles for future reference.

The following video provides a demonstration of how to find information to resolve an incident:

Before you begin

Set the locale of your internet browser to your preferred language. For more information about the configurations, see Configuring settings to use Agentic AI capabilities.

To use Agent Assist to resolve an incident

1. Open an incident.
2. Click the Ask HelixGPT tab.
3. View the initial resolution summary.
4. To get more insights based on the ticket context, use the predefined prompts.
   On the Ask HelixGPT tab, the predefined prompts Summarize activity logs and Summarize incident ticket are available by default. For information about disabling the predefined prompts, see Configuring Ask HelixGPT for BMC Helix ITSM.
   
5. To ask more incident-related questions, in the Type a message field, type a question, and press Enter.
   The Ask HelixGPT tab displays a summarized answer for your question, along with links to the knowledge articles from which the answer is sourced.
6. Click the knowledge article link to preview the sourced knowledge articles.
7. To pin a knowledge article to an incident:
   1. Go to the Sources area of the response on the Ask HelixGPT tab.
   2. Click Pin  corresponding to the knowledge article.
      The articles you pin on the Ask HelixGPT tab also appear pinned on the Resources tab of the incident.
      Important: When Advanced Responsive Navigation is enabled, you can disregard the following error message displayed:The value(s) for this entry violate a unique index that has been defined for this form (382) was observedwhile pinning the knowledge articles from the HelixGPT responses.
8. To send the agentic response through an email from the Ask HelixGPT tab, click Email  below the generated response.
9. To attach a file to the email, click Attach file. 
10. To attach a knowledge article to the email, click Add knowledge article.
11. To copy a generated response, click Copy   below the response.

Related topics

Configuring Ask HelixGPT for BMC Helix ITSM

Use case: Finding information to resolve incidents by using Ask HelixGPT