Using Ticket Resolver to manage incidents

 

Administrators can triage incident prioritization by defining rules to use the autonomous actions performed by Ticket Resolver. Based on the rules, Ticket Resolver analyzes eligible incidents and if required, modifies the urgency and impact to prioritize the resolution of those incidents. Through its analysis, Ticket Resolver also provides best action recommendations to resolve incidents.

As a service desk agent, you can take informed decisions based on the best action recommendations that Ticket Resolver provides to resolve incidents.

Sentiment analysis
Ticket Resolver autonomously analyzes the language used by the end user in the incident description and subsequent updates to understand the emotional tone of the request. This includes identifying signals such as frustration, dissatisfaction, or urgency. Sentiment is treated as a contextual signal and is used to add qualitative insight to other analyses, such as urgency and impact prediction, especially when technical details are limited or unclear. 

Triage prioritization through urgency and impact prediction 
Ticket Resolver autonomously analyzes the incident to support triage and prioritization. It predicts urgency (how quickly the issue needs attention) and impact (how broadly the issue may affect users or services) by using the incident description, summary, updates, and available context.

Best action recommendation

Administrators can decide which incidents are eligible for autonomous processing. Service desk agents can control the prioritization and final resolution decisions. Ticket Resolver does not resolve incidents automatically; instead, it provides actionable insights and context to help you focus on resolving issues rather than gathering and interpreting information.

Before you begin

Make sure that the following steps are completed:

Sequence	Product	Task	Reference	Specific to Ticker Resolver
1	BMC HelixGPT Innovation Studio	Ingest data in BMC HelixGPT.	Ingesting data into BMC HelixGPT
2	HelixGPT Agent Studio	Provision and set up the generative AI provider for your application.	Provisioning and setting up the generative AI provider for your application
3	HelixGPT Agent Studio	Associate the models you want to use with the out-of-the-box or custom skills.	Creating and managing prompts Creating and managing skills	Refer to Out-of-the-box skills in BMC Helix ITSM Select Ticket Resolution skill
4	HelixGPT Agent Studio	Set the data source for the BMC Helix ITSM application.	Defining knowledge search settings
5	BMC Helix ITSM	Enable BMC HelixGPT for BMC Helix ITSM.	Enabling BMC HelixGPT for BMC Helix ITSM
6	BMC Helix ITSM	Configure Ticket Resolver	Configuring Ticket Resolver	Ticket Resolver is enabled by default

For more information on onboarding, see Ticket Resolver.

How is Ticket Resolver triggered

Ticket Resolver has the following two trigger scenarios:

• When a new incident is created, and the incident meets the qualification rules
• When a work log is added to an already qualified incident, provided the incident is not closed, cancelled, or completed

To configure qualification rules for Ticket Resolver

Ticket Resolver does not run on all incidents by default. Administrators can define the qualification rules to determine which incidents are eligible for autonomous processing. 

1. As an administrator, log in to BMC Helix ITSM.
2. Select More > Configuration > Innovation Studio Configuration.
3. In the Settings pane, click Incident Management > Ticket Resolver Qualification Rules.
   
4. Click Rule.
5. On the Create Ticket Resolver Qualification Rules screen, select Company, Ticket Resolver Agent User, build a Qualification and then click Save.

    

Criteria for TRA user selection

Support group basis
Aspect	Behaviour/Requirement
Recommended Ticket Resolver Agent user permissions	Incident Master Company Access
TRA activation criteria	TRA user support group must match incident assignee support group.
Scope of access	Limited to incidents assigned to the Ticket Resolver Agent user support groups. (For example, if Ticket Resolver Agent user is added to specific support groups such as CA Support 1, US Support 1, India Support 1, Ticket Resolver Agent user can act only on incidents assigned to these support groups.)
How to cover more incidents	Select a Ticket Resolver Agent user with Administrator permission, which provides access across all support groups.

Company and support group basis
Aspect	Behaviour/Requirement
Recommended Ticket Resolver Agent user permissions	Incident Master Company Access
TRA activation criteria	TRA user company must match incident company.
Scope of access	All the incidents within the Ticket Resolver Agent user company.

Example of using Ticket Resolver

1. As an administrator, configure the qualification rules.
2. As a service desk agent with Incident Master permission, access the potential incident.
3. If the incident qualifies for the rule set by the administrator,  is visible on the incident screen.
   Click  to view the activity trail.
   
4. To view sentiment analysis, in the activity trail, navigate to the Sentiment analyzed section.
   
   Ticket Resolver analyzes a negative sentiment based on the incident description and emotional tone of the request. It provides additional qualitative insights for triage prioritization through urgency and impact prediction.
5. To view urgency and impact prediction, in the activity trail, navigate to the Priority updated section.
   
   Ticket Resolver, through autonomous analysis, updates the urgency from medium to critical based on the negative sentiment and need for immediate attention. It also updates the impact from Significant to Extensive based on a widespread issue. Ticket Resolver, finally updates the priority from medium to high by triage prioritization through urgency and impact prediction.
6. To view recommended steps to resolve the incident, in the activity trail, navigate to the Best action recommendation section.
   
   
   Ticket Resolver autonomously generates best action recommendations to guide you on possible next steps. These recommendations may include suggested diagnostic actions, references to similar incidents, or guidance drawn from known resolution patterns.
   
   To get Best action recommendations by using fine-tuned model, see Configuring settings to use a fine-tuned model to generate Best action recommendations for Ticket Resolver
7. In the activity trail, view the final action, in this case Auto email sent to see the recent action taken.
   
   Ticket Resolver checks incident for missing key details, identifies gaps and automatically initiates a follow‑up request to the end user to collect the required information. 

   When a follow‑up is initiated, the incident is automatically moved to a Pending state until the user responds. After additional information is received, Ticket Resolver re‑analyzes the incident and updates the insights.

8. Resolve the incident by making informed decisions based on analysis and recommendations provided in the TRA activity trail.