Searching for information by using Agentic chat

BMC Helix ITSM leverages the agentic AI capabilities of BMC HelixGPT to provide you a powerful chat-based search experience. You can use Agentic chat for a conversational experience when searching for incidents, change requests, and information from knowledge articles.

For example,

  • As a service desk agent, 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 Agentic chat and get summarized policy information.
  • As a service desk manager, if you want to get information about the incidents that are reported from a specific region during a specific duration, then instead of relying on service desk agents or reporting tools, you can ask a question in Agentic chat and get a list of such incidents.

Related topics

Use case: Leveraging Agentic chat to search for information

Configuring Agentic chat for BMC Helix ITSM

After your administrator enables Agentic chat for BMC Helix ITSM, the global search GlobalSearch_without_GPT.png icon on the BMC Helix ITSM navigation bar is replaced with Global_Search_Sparkles_Icon.png indicating that Agentic chat is enabled for BMC Helix ITSM.

Clicking Global_Search_Sparkles_Icon.png displays the Chat and Search options to open Agentic chat and global search, respectively. 

There are some differences in the global search if Agentic chat is enabled. For information about these differences, see Searching for tickets, assets, resources, and people in BMC Helix ITSM.

Important

  • Agentic chat is available only on the Progressive Web Application (PWA) screen.

  • If you are searching for incidents or change requests, the search results are generated based on your RLS permissions.

  • Points to consider when searching for information from knowledge articles:

    • BMC HelixGPT uses published knowledge articles as reference data for generating summarized information. Therefore, 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 the 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 does not contain the information.

The following video provides an overview of Agentic chat:

YouTube_Icon.png https://youtu.be/-UjVGoWtzHo

 

To search for information by using Agentic chat

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

When you search for incidents or change requests, the search result displays a maximum of 10 relevant records that were last updated.

  1. On the BMC Helix ITSM navigation bar, click the global search Global_Search_Sparkles_Icon.png icon.
  2. Click Chat to switch to Agentic chat.
    GPTChat_25.2.png
  3. Type your question in the Type a message field and press Enter.
    BMC HelixGPT generates a response to your question.
    When you ask Agentic chat to search for specific incidents or change requests, the search result displays a list of relevant incidents or change requests.
    To view the ticket, click its link in the Sources area.
    GPT_Chat_Incident_Result.png
    When you ask Agentic chat to find specific information from knowledge articles, a summarized answer for your query is generated, along with links to the knowledge articles from which the answer is sourced.
    To view the source knowledge article, click its link in the Sources area.
    GPTChat_Response_25.2.png

 

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