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 for 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
Location | Task | Reference |
|---|---|---|
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. | |
| 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. | |
| HelixGPT Agent Studio | Associate the models you want to use with the out-of-the-box or custom skills. | |
| HelixGPT Agent Studio | Set the data source for the BMC Helix IT Service Management application in HelixGPT Agent Studio.
| |
| 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.
When you set BMC Helix Knowledge Management by ComAround as a data source for the BMC Helix IT Service Management application, you must remove the association of BMC Helix ITSM: Knowledge Management as a data source for the BMC Helix IT Service Management application.
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.
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 |
Related topics