Automating custom use cases by using cognitive service
The goal of this use case is to automate custom use cases. For example, updating a specific field value, reopening a closed incident, or closing an open incident, depending upon the subject line of an inbound email.
Scenario
Consider a scenario at Calbro Services where business users send emails to the service desk for either requesting services or raising some issues. The IT administrator at Calbro Services customizes the cognitive service provided in BMC Helix ITSM to process email summaries and generate relevant responses. The IT administrator creates a training data input in the CSV file format and uses the custom option to customize. This trained cognitive service automatically replies to the business users or takes appropriate actions in the system according to the trained dataset.
Workflow
Example of generating training data for a custom use case
In this use case, the cognitive service is customized to read the inbound email content of existing incidents. Depending on the training data set, the cognitive service takes actions such as automatically resolving incidents or escalating incidents.
Task | Reference |
|---|---|
Create input and output fields
| |
Set up the cognitive service in BMC Helix ITSM. | |
Create a training dataset Create a training dataset with the name as EMAIL_RESPONSE_ACTION. | |
Create a filter on the HPD:WorkLog form. | |
Create a filter for the Set Fields action. | To create a filter with input and output mappings |
Create a filter for the Service action. | |
Create a filter for recording a response from the cognitive service. | |
Create a workflow for performing the actions recommended by the cognitive service. | |
Reset the output field value to NULL. |