Generating training data for the cognitive service dependent on the Helix model

Leverage AI capabilities provided by the Helix model in BMC Helix ITSM to predict support group and incident categorization.

Note
The Support group prediction capability is not supported for on-premise customers.

Before you begin

To enable AI‑ and ML‑based capabilities, such as Support group prediction, the Autonomous Digital Enterprise (ADE) framework must be connected with BMC Helix ITSM by using the ADE_CONNECTION Web API parameter. Contact the activation or DevOps team to activate the connection.
Make sure that you have the Cognitive Service Config permission. For information about this permission, see Permissions-to-configure-the-cognitive-service.
You must assign the Helix Cognitive Automation and the Helix Cognitive Search licenses:
1. In Mid Tier, select Applications > AR System Administration > AR System Administration Console.
2. Select System > General > Add or Remove Licenses.
3. In the Add or Remove Licenses window, you must configure the following licenses:
  - Set HelixCognitiveAutomation to 1.
  - Set HelixCognitiveSearch to 1.
Make sure that your organization has sufficient closed incidents to train the model. Training the model on a high number of closed incidents may improve the prediction.

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
Support Group Prediction	From the Company list, select the company for which you want to enable AI-based support group prediction. From the Application list, select Incident Management. From the Template list, select Incident Support Group Prediction Training Data. Click Add Selected Template. Select the added template and click Generate Training Data. The AI algorithm analyzes closed incidents from the selected company in BMC Helix ITSM, and considers the incidents closed within the past 6 months for model training. The time taken to generate training data depends on the number of closed incidents on which the training data is generated. If the training data generation fails, see Troubleshooting Support group prediction issues.
Multi Attribute Prediction	Select this option to use the support group prediction and auto ticket categorization capabilities together. However, if you have been using support group prediction, you must delete or deactivate the existing support group prediction training data before generating the multi-attribute prediction training data. From the Company list, select the company for which you want to enable AI-based multi-attribute prediction. From the Application list, select Incident Management. From the Template list, select Incident Multi Attribute Prediction Training Data. Click Add Selected Template. Select the added template and click Generate Training Data. The AI algorithm analyzes closed incidents from the selected company in BMC Helix ITSM, and considers the incidents closed within the past 6 months for model training. If the training data generation fails, see Troubleshooting incident requests

Cognitive data type

Action

Support Group Prediction

From the Company list, select the company for which you want to enable AI-based support group prediction.
From the Application list, select Incident Management.
From the Template list, select Incident Support Group Prediction Training Data.
Click Add Selected Template.
Select the added template and click Generate Training Data.

The AI algorithm analyzes closed incidents from the selected company in BMC Helix ITSM, and considers the incidents closed within the past 6 months for model training.
The time taken to generate training data depends on the number of closed incidents on which the training data is generated.

If the training data generation fails, see Troubleshooting Support group prediction issues.

Multi Attribute Prediction

Select this option to use the support group prediction and auto ticket categorization capabilities together. However, if you have been using support group prediction, you must delete or deactivate the existing support group prediction training data before generating the multi-attribute prediction training data.

From the Company list, select the company for which you want to enable AI-based multi-attribute prediction.
From the Application list, select Incident Management.
From the Template list, select Incident Multi Attribute Prediction Training Data.
Click Add Selected Template.
Select the added template and click Generate Training Data.

The AI algorithm analyzes closed incidents from the selected company in BMC Helix ITSM, and considers the incidents closed within the past 6 months for model training.

If the training data generation fails, see Troubleshooting incident requests

Click here to read an example of training data generation for Support group prediction

Susan, the service desk manager at Calbro Inc., requests that Jordan, the administrator, to generate training data for the support group prediction. Jordon logs in to Mid Tier and opens the Cognitive Data Setup form from the Application Administration Console. From the Cognitive data type list, he selects Support group prediction; from the Company list, Calbro Inc.; from the Application list, Incident Management; and from the Template list, Incident Support Group Prediction Training Data. He adds the template and initiates training data generation.

BMC Helix ITSM analyzes incidents closed in the past six months for Calbro Inc. and trains the model. On the Create Incident form, when Susan clicks Recommendation under the Assignee group field, BMC Helix ITSM uses the training data to predict the most appropriate support group.

Training data generation status

When you generate training data, the Data set configuration table displays the status of the training record. The status value helps you to understand the progress of your training data record.

The following table describes the status set by the system when the training data record is processed.

Status	Description
UNTRAINED	This status is set by default when you create a training data record for your company by using the out-of-the-box templates provided by BMC.
QUEUED	This status is set when a request for generating this training data record is submitted.
PROCESSING	This status is set after the training data is generated and is being used to train the cognitive service.
COMPLETED	This status is set when the system successfully trains the cognitive service by using the training data.
FAILED	This status is set when the system fails to train the cognitive service. An error message stating the reason for failure is displayed.

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.

Generating training data for the cognitive service dependent on the Helix model

Before you begin

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

Training data generation status

To deactivate a previously trained dataset

BMC Helix ITSM 25.3

On this page

Generating training data for the cognitive service dependent on the Helix model

Before you begin

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

​​​​​​

Training data generation status

To deactivate a previously trained dataset

BMC Helix ITSM 25.3

On this page