Generating an incident summary for faster resolution

Generate a concise and structured incident summary to gain a better understanding of the incident and accelerate resolution. The incident summary is generated based on the key incident details, such as the description, summary, activity notes, company, and customer details.

To generate the incident summary, you must have edit access to incidents. You cannot edit an incident summary. If there are significant updates to an incident, we recommend regenerating the incident summary to ensure the summary is based on the recent updates. You can generate the incident summary from the web and mobile interfaces of BMC Helix ITSM.

Before you begin

Make sure that the HelixGPT-Assistant-Service-URL CCS parameter is set and all configurations are complete.
For more information about the configurations, see 

To generate the incident summary

1. In BMC Helix ITSM, open the incident that you want to summarize.
2. In the Generate incident summary using HelixGPT section, click Summarize incident.
   The incident summary is displayed.
   
   An activity note is added to the incident.
   
3. (Optional) To regenerate the incident summary, click .
4. (Optional) To copy the summary to your clipboard, click .
5. (Optional) To send the summary in an email, click .
   The summary is prepopulated in the message body.
   1. In the Compose email window, in the To field, enter the recipient's email ID.
   2. Enter the Subject of the email.
   3. (Optional) Edit your email in the message body.
   4. Click Send.

Related topics

Configuring settings to use Agentic AI