Configuring the cognitive service capabilities

AI Service Management (Categorization and Classification) capabilities, such as automatically categorizing tickets, applying ticket templates, and responding to user emails, aim to improve service management experience for service desk agents by automating repetitive tasks. This automation saves time in resolving tickets and provides higher quality of service.

To configure AI Service Management (Categorization and Classification) capabilities on your system, you must first obtain the appropriate license, URL, and credentials for configuring and using the cognitive service.

Before you begin

Before you use AI Service Management (Categorization and Classification) capabilities, you must complete the following tasks:

Obtain the URL and credentials required to configure the cognitive service.
Have the required Cognitive Service Config permission. For information about this permission, see Permissions-to-configure-the-cognitive-service.

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.

How cognitive service prioritizes when multiple options are configured

AI Service Management (Categorization and Classification)can be configured for multiple options. For this, make sure that you have configured the related parameters. The following flow diagram describes the sequencing of how the cognitive service prioritizes when multiple options are configured:

You can configure the following parameters in Centralized Configuration. For a detailed step-by-step procedure, see Setting-configuration-parameters-in-BMC-Helix-ITSM.

CCS Parameter	Description of CCS parameter	Component Type	Default Value
Apply-Cognitive-For-Categorization	Configure this parameter to automatically or manually populate the category and to display the Recommendation button. Select any one of the following options: No—Use this option if you do not want to populate the category automatically and manually. Show Recommendation—Use this option to display the Recommendation button that an agent can use to populate the relevant category while creating a ticket. Apply Automatically—Use this option to automatically apply the most relevant category while creating a ticket in Smart Recorder. You can configure this parameter from the Cognitive Service Configuration form. For the cognitive service to function, make sure that the training data set is successfully trained. For steps to train your data set, see Generating-training-data-for-the-cognitive-service.	com.bmc.arsys.smartit com.bmc.arsys.server.shared	No
Apply-Cognitive-For-Templates	Use this parameter to apply the most relevant ticket template to the ticket that is created by using an incoming email from a business user.	com.bmc.arsys.server.shared	No
Apply-Cognitive-For-Recommending-DWPServices	Use this parameter to automatically respond to the user's email with the most relevant Digital Workplace Catalog for the user to create a service request. Important: This option is available only when BMC Digital Workplace is installed for Service Request Management in your organization.	com.bmc.arsys.server.shared	No
FTS-Recommending-KB-RelevancyThreshold	Enter a numeric value between 1 and 100 to set the threshold to find a relevant knowledge article that matches the threshold for responding to the tickets that are created by using user emails.	com.bmc.arsys.server.shared	70
Apply-Cognitive-For-Recommending-KB	Use this parameter with the value as No to automatically respond to the user email with the most relevant knowledge article that the user can use to resolve the issue. The email engine uses the Full Text Search feature to search for this knowledge article. Use this parameter with the value as Yes to automatically respond to the user email with the most relevant knowledge article, searched by the cognitive service that the user can use to resolve the issue.	com.bmc.arsys.server.shared	No
Cognitive-Service-Confidence-Threshold	Enter a numeric value between 1 and 100 to set the threshold for finding relevant categories, applying ticket templates, or recommending root cause in Problem Management or risk level in Change Management.	com.bmc.arsys.server.shared	90
Cognitive-Incident-AutoResolve	Use this parameter, with the value as Yes to automatically resolve the incident. If you set the value as Yes, the incident is resolved automatically and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to reopen the incident. If you set the value as No, the incident remains open and a relevant work note is added to the incident. An email notification that is sent to the business user contains a link to resolve the incident. In this case, the automatic assignment feature must be configured. For the steps to configure automatic assignment, see Configuring-assignments.	com.bmc.arsys.server.shared	No
Enable-Cognitive_service	Set the parameter value as T to enable cognitive service, which is a prerequisite for the AI-based support group prediction feature. If the parameter does not exist, you must create it, and set it to T. For information about setting up a new configuration parameter, see Updating configuration settings by using the AR System Configuration Generic UI form.	com.bmc.arsys.server.shared	F
Classification-Service-Provider	Use this parameter to select the provider of the classification service. The AI-based support group prediction feature uses the Helix classifier model to predict support groups in incidents. To use the AI-based support group prediction feature, set the value of this parameter to HELIX. If the parameter does not exist, you must create it, and set its value as HELIX. For information about setting up a new configuration parameter, see Updating configuration settings by using the AR System Configuration Generic UI form.	com.bmc.arsys.server.shared	NA

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.

Where to go from here

Training-the-cognitive-service