Setting up BMC Helix Cognitive Automation

To configure BMC Helix Cognitive Automation on your system, you must first obtain appropriate license, URL, and credentials for configuring and using BMC Helix Cognitive Automation.

Before you begin

Before you configure and use BMC Helix Cognitive Automation, you must complete the following tasks:

Obtain the appropriate license to use BMC Helix Cognitive Automation.
Have the required Cognitive Service Config permission. For information about this permission, see BMC-Helix-Cognitive-Automation-permissions.

To obtain the URL and credentials required to configure the cognitive service

The Cognitive Service URL, Username, and Password are essential to configure the cognitive service on your system. The URL and credentials are provided as a part of the activation process. These details are shared in the activation notification that is sent to the user and also available with the Business Relationship Manager. Make sure that you enter the BMC Helix Innovation Studio username and password.

To configure the cognitive service

Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
On the Cognitive Data Setup form, click Cognitive Service Setup.
On the Cognitive Service Connection Settings form, enter the field values for User Name, Password, and Cognitive Service URL.
The URL and credentials are provided as a part of the activation process. These details are sent to the user in the activation notification and are also available with the Business Relationship Manager.
In Enable Cognitive Service, select Yes.
Select the required parameters for enabling the cognitive service.
If you have configured the parameter in Centralized Configuration, you can skip this step.
After you save the settings, click Test Connection to check whether the cognitive service is configured on your system.
- If cognitive service is successfully configured, the following message is displayed:
  Connection Successful (ARNOTE 10000)
- If the system encounters problems while configuring the service, an error is displayed.
(Optional) If the system fails to configure the service due to an error, check the error details in the arextension.log file in the ARSysteminstalldirectory\Arserver\Db location and re-enter the correct values on the form.

To generate training data by using Data Qualifier as an input source

Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.

On the Cognitive Data Setup form, select the required Cognitive Data Type, and perform the steps indicated in the following table:

Cognitive Data Type	Action
Categorization	Select Company, Application, and Template. Click Add Selected Template. Select the training data record from the list of training data sets provided out-of-the-box. Click Generate Training Data.
Application Template	Select the training data record from the list of training data sets provided out-of-the-box. Make sure that TemplateGUID !=NULL is not removed from the Qualification field. By default, the - Global - option is selected as Company. While training the data, the cognitive service considers the templates that are available under all the companies in their database. While training the data, the cognitive service considers existing ticket data that have templates. The cognitive service applies a template, only if you have permissions to access that template. The option to delete trained data is disabled for the Application Template. While creating a ticket, if a user selects the Reported Source as Email, the cognitive service automatically applies a template to that ticket. The training data set contains GUID that is unique for a BMC Helix Innovation Studio server or IBM Watson account. If this data set is used to train Application Templates on multiple ITSM stacks, the results of cognitive service are not predictable.
Incident Knowledge Search	Select Company, Application, and Template. Select Incident Management from the Application list.
DWP Catalog	The Data Qualifier option is not available for generating training data of Digital Workplace Service Catalog links.
Custom	Select this option if you want recommendations for Root Cause in Problem Management or Risk Level in Change Management. You can also use this option for custom use cases.
Fields	Description
Qualification	The cognitive service generates training data from the existing data according to the qualifications entered in this field. For example, if the Qualification value is "Status" = "Closed", the service selects all the tickets that have the Status value as Closed to generate the training data.
Company Mapping	The value entered in this field maps the selected company with the company fields on the form. For example, if you generate training data for Calbro Services and the Company Mapping field value is Location Company, the service selects the tickets that have the Location Company value as Calbro Services to generate training data.
Data set configuration table	This table displays the following information about the training data record created for your company. Form Name—The form name from which the service pools the data. Description—The template name that you selected from the Template drop-down menu. Qualification—The qualification that is configured for the training data. Status—The status of the training data record. Last Updated—The date and time when the data was last modified.

Click View Details.
(For Custom data type only) On the Training Details form, select Use OOTB to use OOTB training datasets for Risk Level or Root Cause recommendations.
Click Generate Training Data.
The training data record is created.
When you create a training data record by using an out-of-the-box template, the Qualification and Company Mapping fields are populated with the values that are used by the template.

To generate training data by using a CSV file as an input source

You can create a CSV file for training the cognitive service. For more details about the format of a CSV file, see Training-data-for-BMC-Helix-Cognitive-Automation.

Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
On the Cognitive Data Setup form, select Cognitive Data Type.
- Categorization—Select this value to generate training data for auto-categorization.
- Application Template—Select this value to generate training data for auto-applying templates to the tickets.
Select Company.
From the Application list, select the application for which you want to generate training data; for example, Incident Management.
(For Categorization only) From the Template list:
- Click Add Selected Templates to add the selected template to the training data record.

- Click Add All Templates to add all the templates to the training data record.
  A training record is created.
Select the record from the table and click View Details.

On the Training Details form, select Input Source as CSV File.
CSV file.png

Field	Description
DataSetTAG	Displays the DataSetTAG name defined for the training data, which is a unique name for each dataset.
Status	Indicates the status of the training data. If you set the value of this field to Active, the training data is used to train the cognitive service. If you set the value of this field to Inactive, the training data is not used to train the cognitive service.
Locale	Provides a locale when you generate the training data by using the CSV file input. Important: The Locale field is enabled only when you select the Input Source value as CSV. It is mandatory to provide the Locale value.
Input Source	Indicates the CSV File value for training the data.
Input Fields	Indicates the field names from the list to provide the Input Fields to be used to train the cognitive service. For example, if you select Description from the list for incident tickets, the information entered in this field on the incident ticket is used by the system for data training.
Training Output Fields	Indicates the field names to be used for training the cognitive service. For example, when you select Categorization Tier 1, Categorization Tier 2, and Categorization Tier 3, the information entered in the Input Fields is mapped with these fields.

Select the Locale value.
In the Attach CSV table, click Attachment.
Attach the CSV file and click Add.
Click Save.

Important

While generate training data by using CSV file for cognitive categorization, in the CSV file, you must use | symbol to mark the separate values of Tier 1, Tier 2 and Tier 3. If you have any category with Tier 1 and Tier 2 values then you can add category as : Software|Application|. If you have any category only with Tier 1 value, then you can add category as : Software||. For product category and resolution product category we have Product name and Manufacture fields. In this case also put different values with | symbol to mark different values. For example:

While fetching record from the PCT:ProductCompanyAssocLookup (for Product category), and CFG:Service Catalog LookUp (for Operational category), it is mandatory to get only one record. To match only one record you should add unique category values while preparing CSV file for cognitive categorization. While creating a ticket from Smart Recorder, the draft screen is not populated with any data if multiple records are found in the category forms.

To deactivate a previously trained dataset

In certain situations, if you do not want to use Cognitive Service as a trained dataset, you can deactivate the option for that trained dataset to automatically categorize or automatically apply templates. For this, you must perform the following steps:

Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
On the Cognitive Data Setup form, select Cognitive Data Type.
Select the training data set that you want to deactivate.
Change the Status to Inactive.