Enabling automatic responses for inbound emails using Service Collaborator

Use the generative AI capabilities of the Service Collaborator AI Agent to send automatic responses to inbound emails. This capability reduces the manual intervention for generating resolution notes for incidents created from inbound emails.

When an incident is created by email, the Service Collaborator analyzes the email subject and body. It then searches for relevant information in the knowledge articles. It summarizes the information from the knowledge articles and sends it to the requester as a response in a predefined email template. 

The response to the requester contains the following information:

  • Reference to the incident
  • Recommended resolution
  • Links to up to three recommended knowledge articles
  • Link to resolve the ticket

The email template is available in all locales that are supported by BMC Helix ITSM. You can also customize the email template according to your requirements.

Knowledge sources

You can use  BMC Helix Knowledge Management by ComAround or BMC Helix ITSM: Knowledge Management as your knowledge source to search for information in knowledge articles.

To use Service Collaborator to automatically respond to inbound emails, we recommend that you set  BMC Helix Knowledge Management by ComAround as your knowledge source.

If you use BMC Helix Knowledge Management by ComAround and BMC Helix ITSM: Knowledge Management, an additional workflow makes sure that Service Collaborator uses BMC Helix Knowledge Management by ComAround to search for information.

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 enable automatic responses to inbound emails by using Service Collaborator

  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 Component Name, select com.bmc.arsys.smartit > *.
  5. Set the HelixGPT-Auto-Email-Reply parameter to true.
    Automatic responses to inbound emails are enabled. BMC Helix Knowledge Management by ComAround is also automatically set as the knowledge source. 
  6. To use BMC Helix ITSM: Knowledge Management also as the knowledge source, from Component Name, select com.bmc.arsys.server.shared > *, and set the Apply-Cognitive-For-Recommending-KB parameter to true.
  7. Click Apply.

Related topics

Agentic AI capabilities in BMC Helix ITSM

Leveraging Service Collaborator to automatically respond to inbound emails

 

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