Configuring settings to use Agentic AI capabilities

By leveraging the generative AI capabilities of the AI agents, service desk agents can have a conversational interaction with IT service data, such as incidents, change requests, and knowledge articles. The AI agents provide quick summaries, resolution notes, and predefined answers. When BMC Helix ITSM is integrated with BMC Helix AIOps, users can view incident details, get participant and on-call recommendations, and access situation data from BMC Helix AIOps. AI agents also support creating knowledge articles directly from incidents, providing streamlined IT operations.

To use the generative AI capabilities of the BMC HelixGPT AI agents, you must first ingest data into BMC HelixGPT that will be used when you use the AI capabilities in BMC Helix ITSM. You must then enable BMC HelixGPT for BMC Helix ITSM, and enable the capabilities individually.

Process to enable BMC HelixGPT for BMC Helix ITSM

Step	Location	Task	Reference
1	BMC Helix Innovation Studio	Ingest data from BMC Helix ITSM: Knowledge Management and BMC Helix ITSM into BMC HelixGPT. If you have set BMC Helix Knowledge Management by ComAround as a data source for the BMC Helix IT Service Management application, ingest its data into BMC HelixGPT.	Ingesting data into BMC HelixGPT
2	HelixGPT Agent Studio	Obtain the API key from your AI service provider and configure the AI service provider connection in the BMC HelixGPT Manager administrator UI.	Provisioning and setting up the generative AI provider for your application
3	HelixGPT Agent Studio	Associate the models you want to use with the out-of-the-box or custom skills.	Creating and managing prompts Creating and managing skills.
4	HelixGPT Agent Studio	Set the data source for the BMC Helix IT Service Management application in HelixGPT Agent Studio.	Defining knowledge search settings.
5	BMC Helix ITSM	Enable BMC HelixGPT for BMC Helix ITSM.	Enabling BMC HelixGPT for BMC Helix ITSM

Models and skills

Different models and corresponding skills are used for the Agentic AI capabilities. To learn about the supported models, skills, and prompts, refer to the following topics:

Supported knowledge providers

By default, BMC Helix ITSM: Knowledge Management and BMC Helix ITSM are set as data sources for the BMC Helix IT Service Management application.

However, you can set BMC Helix Knowledge Management by ComAround as a data source for the BMC Helix IT Service Management application. To do this configuration, you must first remove the association of BMC Helix ITSM: Knowledge Management as a data source.

AI agents use the following knowledge articles to generate responses for queries:

Published knowledge articles
Knowledge articles associated with closed incidents

To enable BMC HelixGPT for BMC Helix ITSM

As an administrator, log in to Mid Tier.
Click Applications, and select AR System Administration > AR System Administration Console.
Select System > General > Centralized Configuration.
From Component Name, select com.bmc.arsys.smartit > *.
Set the URL of the HelixGPT Assistant service in the HelixGPT-Assistant-Service-URL parameter.
Click Apply.

To back up the out-of-the-box components

When you upgrade to a newer version of BMC Helix ITSM, OOTB components such as skills, agents, and tools are overwritten or replaced, which might result in the loss of customizations. This risk of losing customizations applies to both SaaS and on-premises deployments. To prevent loss of customizations, review and back up any modified components.
To learn about backing up components, see Backing up BMC HelixGPT custom configurations

After you have backed up components for your BMC Helix ITSM application, register them in BMC HelixGPT Agent Studio by performing the following steps:

In BMC Helix ITSM, click Settings.
Select HelixGPT Configuration > GPT configurations > GPT configurations.
Locate the required Intent type and Use case for which you want to register the custom skill, as the OOTB skills may be used in multiple use cases.
Click the corresponding record.
In the Edit HelixGPT Configuration screen, copy the skill ID of the custom skill that you created while backing up components. Input the copied ID into the Skill field, modify the required details, and click Save.
This process automatically lists the custom skill in the GPT configurations.

Where to go from here

Use the topics listed in the following table to learn how to enable the individual Agentic AI capabilities according to your requirements:

Task	Reference
Configure Ask HelixGPT for a conversational experience.	Configuring Ask HelixGPT for BMC Helix ITSM
Enable Agentic chat.	Enabling Agent chat for BMC Helix ITSM
Enable automatic responses to inbound emails.	Enabling automatic responses to inbound emails by using Agentic AI
Enable the creation of knowledge articles from incidents by using Knowledge Curator.	Enabling the creation of knowledge articles from incidents by using Knowledge Curator