Configuring Agentic chat for BMC Helix ITSM

BMC Helix ITSM leverages the advanced AI capabilities of BMC HelixGPT to offer users an enhanced search experience. The Full Text Search (FTS)-based global search is augmented with a chat-based search. Instead of manually searching for incidents, change requests, or information from knowledge articles, users can type their specific questions into Agentic chat and get answers.

Agentic chat uses the Service Collaborator AI agent of BMC HelixGPT that autonomously learns and adapts to each user interaction and takes appropriate decisions and actions. Service Collaborator is an LLM-based AI agent that processes natural language inputs and provides intelligent, context-aware responses.

Important

Agentic chat is automatically enabled when you enable BMC HelixGPT. Agentic chat is available only on PWA screens.

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 Agentic chat

Agentic Chat is enabled by default in BMC Helix ITSM. It enhances global search and chat through a unified, modern interface powered by BMC Helix Innovation Studio.

Use the following table to set the parameters to use the Agentic chat:

GoalLocationParameterValue
Set default modeMidtier
  1. As an administrator, log in to Mid Tier.
  2. Click Applications, and select AR System Administration > AR System Administration Console.
  3. Select System > General > Centralized Configuration.
  4. From AR System Configuration Generic UI form, select com.bmc.arsys.smartit > *.
helixgptGlobalSearchDefaultMode
  • search: To set the default mode to global search.
    The default value is search.
    Chat_Search_Options.png
    The following CCS parameters are not applicable to the new global search:
    • disableTypeaheadInGlobalSearch
    • useARUserPreferenceForLocalization
    • useARUserPreferenceForTimezone
  • chat: To set the default mode to Agentic chat.
    GPTChat_25.2.png
Disable Agentic chatMidtier
  1. As an administrator, log in to Mid Tier.
  2. Click Applications, and select AR System Administration > AR System Administration Console.
  3. Select System > General > Centralized Configuration.
  4. From AR System Configuration Generic UI form, select com.bmc.arsys.smartit > *.
enableHelixGPTGlobalChat
  • true: To enable the Agentic chat.
    The default value is true.
  • false: To disable the Agentic chat.

    Classic_Global_Search.png

Limitations of Agentic chat

The date and time in the search records are displayed in Coordinated Universal Time (UTC) even if you have set the useARUserPreferenceForTimezone CCS parameter to true and configured a user-preferred time zone.

For example, if you have configured Eastern Standard Time (EST) as the user-preferred time zone, the submit date and time of an incident in the search result are displayed in UTC. To view the date and time according to the user-preferred time zone configuration, users can click the record in the Sources area of the search results to preview it.

 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*