Searching for information by using Agentic chat
With Agentic Chat enabled by default in BMC Helix ITSM, the global search 
icon on the BMC Helix ITSM navigation bar is updated with 
indicating that the enhanced chat and search experience is available.
Clicking 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.
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:
https://youtu.be/-UjVGoWtzHoTo 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.
If you close the global search panel after viewing a page in Smart IT, the system navigates to the Dashboards page instead of returning to the previously viewed page. In contrast, when the same action is performed through the BMC Helix ITSM navigation bar, the system correctly returns the you to the previously viewed page.
When you search for incidents or change requests, the search result displays a maximum of 10 relevant records that were last updated.
- On the BMC Helix ITSM navigation bar, click the global search icon.
- Click Chat to switch to Agentic chat.
- 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 and provides inline links to the incident, change and person records within the chat response.
To view the full ticket details, click its link in the Sources area.
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.
Examples of questions you can ask Agentic chat
Agentic chat is designed to simplify and accelerate your work by providing direct, conversational access to information across your service management environment.
Understanding ticket relationships:
- Similar tickets: Tickets that share common characteristics such as keywords, symptoms. They are useful for identifying recurring issues or patterns.
- Associated or Related tickets: Tickets that are explicitly associated through relationships like parent-child, caused-by, or resolved-by. It helps in understanding dependencies and the broader context of an issue.
The table below highlights common user intents, example queries, and how Agentic chat responds to streamline IT support tasks:
| User intent | Example user query | Agentic chat response |
|---|---|---|
| If you want information about an asset replacement policy | What is the asset replacement policy? | Agentic chat returns a summarized version of the knowledge article about asset replacement policy, saving you time and effort. |
| If you want information about incidents reported from a specific region during a specific time | Show incidents reported from the North America region between January and March 2025. | Agentic chat returns a filtered list of incidents based on your criteria. |
| If you want information about incidents that are associated to a change request | Show all the incidents that are related or associated to a change request. | Agentic chat returns a list of incidents that have marked relationships or associations with a change request.
|
| If you want information about change requests that are associated to an incident. | Show all the change requests that are associated or related to incident xxx (for example, incident INC123456). | Agentic chat returns a list of change requests that are associated with an incident. This capability helps in understanding the impact and scope of a particular incident. |
| If you want information about the support group details for an incident | Show the support group details for incident xxx (for example, incident INC789012). | Agentic chat returns the details of the support group responsible for handling the incident. |
| If you want information about the list of people in a support group | Show the list of people in the Network support group or Show the list of people from assigned support group of incident xxx (for example, incident INC789012). | Agentic chat returns the members of the specified support group, aiding in collaboration or escalation. |