Configuring Ask HelixGPT for BMC Helix ITSM
The Ask HelixGPT tab gives service desk agents a fast, conversational way to resolve incidents. Instead of manually searching through knowledge articles, agents can simply click the Ask HelixGPT tab on the incident screen to get real-time, context-aware resolution suggestions. Ask HelixGPT automatically analyzes incident details and delivers relevant answers. Agents can also ask questions or view the original knowledge sources.
When BMC HelixGPT is enabled in your BMC Helix ITSM environment, the Ask HelixGPT tab is available by default on the incident screen.
Capabilities of Ask HelixGPT
In Ask HelixGPT, you can use the following capabilities:
- Initial resolution summary: Get an automatic resolution summary without reviewing all activity notes and incident details.
- Predefined prompts: Use out-of-the-box prompts to get information about incidents without asking your question.
By default, the initial resolution summary and predefined prompts are available in Ask HelixGPT.
The following table lists how you can use these capabilities:
| Scenario | Ask HelixGPT | Initial Resolution Summary | Predefined prompts |
|---|---|---|---|
| Scenario 1 | ✅️ | ❌️ | ✅️ |
| Scenario 2 | ✅️ | ✅️ | ❌️ |
| Scenario 3 | ✅️ | ❌️ | ❌️ |
Before you begin
Make sure that BMC HelixGPT is enabled and all configurations are completed. For more information about the configurations, see Configuring settings to use Agentic AI capabilities.
To configure Ask HelixGPT
Use the following table to set the parameters to use the Ask HelixGPT capabilities:
| Capability | Location | Parameter | Value |
|---|---|---|---|
| Enable or disable Ask HelixGPT | Mid Tier
| disableAskHelixGPT |
|
| Enable or disable predefined prompts | Mid Tier
| Add the following parameter: arsystem.pv_ask_helixgpt_show_predefined_prompts |
|
| Enable or disable the initial resolution summary | Developer Studio In Developer Studio, open the SV_TicketDisplay view of the SHR:SV_TicketDisplay form.
| Set the Disable Resolution property of the HelixGPTChat component. |
|
To customize the prompts in Ask HelixGPT
If BMC HelixGPT is enabled in your BMC Helix ITSM environment, you can customize the predefined prompts that appear in the Ask HelixGPT tab.
- On the AR System Message Catalog form, select Ask HelixGPT Prompt (109) as your Message Type and click Search.
- From the search records, select the record with the desired locale for which you want to customize the message text.
- In the Message Text field, add a new entry or modify an existing entry to define the prompt text as required.
- Save the changes to apply the customized prompt in the selected locale.
- Flush the cache for all pods from Midtier configuration URL.
The customized prompts will be displayed in the Ask HelixGPT tab based on the selected locale and message configuration. For more information, see Localizing message components of a form view.