This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Searching for information by using BMC HelixGPT chat

Important

The features and enhancements in this topic are under controlled availability to select customers.


BMC Helix ITSM leverages the generative AI capabilities of BMC HelixGPT to provide you a powerful chat-based search experience. As a service desk agent, you can use BMC HelixGPT chat for a conversational experience when searching for information from knowledge articles.

For example, if you want information about an asset replacement policy, then instead of manually searching for a knowledge article that contains the policy information, you can type in specific questions in BMC HelixGPT chat and get summarized policy information.

Related topics

Use case: Leveraging BMC HelixGPT chat to search for information

Configuring-BMC-HelixGPT-chat-for-BMC-Helix-ITSM


After your administrator enables BMC HelixGPT chat for BMC Helix ITSM, the global search GlobalSearch_without_GPT.pngicon on the BMC Helix ITSM navigation bar is replaced with GPT_Search_Icon.pngindicating that BMC HelixGPT chat is enabled for BMC Helix ITSM.

Clicking GPT_Search_Icon.pngdisplays the Chat and Search options to open BMC HelixGPT chat and global search, respectively. 

There are some differences in the global search if BMC HelixGPTchat is enabled. For information about these differences, see Considerations for global search if BMC HelixGPT chat is enabled.

Important

  • BMC HelixGPT chat is available only on the Progressive Web Application (PWA) screen.
  • This feature is available only to SaaS customers.
  • BMC HelixGPT uses published knowledge articles as reference data for generating summarized information. Therefore, if a published knowledge article relevant to your question must already exist in the knowledge repository, and you must be entitled to view that knowledge article. If you are not entitled to view the knowledge article, BMC HelixGPT does not generate any response.
  • Response generation depends on many factors such as accuracy of the knowledge articles, model, and prompt configuration. Therefore, the generated responses might vary.
  • BMC HelixGPT does not use information present in the attached documents of the knowledge articles for generating responses. Hence, if the information is present in an attached document of a knowledge article, the generated response will not contain the information.


To search for information by using BMC HelixGPT chat

You can ask a maximum of 10 questions per conversation. BMC HelixGPT chat shows the search results for 10 questions, after which you can start a new conversation.

  1. On the BMC Helix ITSM navigation bar, click the global search GPT_Search_Icon.pngicon.
  2. Click Chat to switch to BMC HelixGPT chat.
    Global_Search.png
  3. Type your question in the Type a message field and press Enter.
    BMC HelixGPT generates a summarized answer for your question, along with links to the knowledge articles from which the answer is sourced.
  4. To view the source knowledge article of the summarized response, click its link.
    BMC HelixGPT Chat.png




 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*