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Adding custom fields as attributes to the semantic model

The semantic model provides a structured, business-oriented view of the BMC Helix ITSM objects, such as incident, change request, people data, work orders, and problem investigations. It acts as a metadata for the Large Language Model (LLM), helping it to understand the context of user queries and deliver accurate responses. When a user asks a question about ticket types (Incidents, change requests, assets, work orders, and problem investigations) in Agentic chat, BMC HelixGPT uses both the semantic model and the user query to determine the responses.

The semantic model is configured out-of-the-box and includes schema definitions for the HPD:HelpDesk, CHG:Infrastructure Change, and CTM:People forms. Each schema includes attributes and their relationships to other objects. If you have customized the HPD:HelpDesk or CHG:Infrastructure Change forms by adding custom fields, you can include these fields as attributes in the semantic model.

The support for work orders and problem investigations is provided through ITSM Ticket CRD schema.
For more information on customizing the shared ticket console, see Customizing Shared Ticket Console.

Related topics

Configuring Agentic chat for BMC Helix ITSM

To add custom fields as attributes to the semantic model

Warning
Important

Response generation might vary if you do not perform the configuration for customization properly.

  1. On the BMC Helix ITSM navigation bar, select Configuration > Innovation Studio Configuration.
  2. In the Settings pane, select HelixGPT Configuration > Semantic Model Configuration.
  3. In the Semantic Model Configuration pane, click Configuration.
    Semantic Model.png
  4. On the Create semantic model configuration page, specify the following information:
Field nameDescription
Entity TypeSelect Attribute.
Name

Enter the exact name of the field as specified on the form, that is, HPD:HelpDesk or CHG:Infrastructure Change form.

This field is added as an attribute to the semantic model.

AliasSpecify an alias name for the attribute.
Schema Name

Specify the schema name to which the attribute belongs.

If the attribute belongs to the HPD:HelpDesk schema, type Incident.
If the attribute belongs to the CHG:Infrastructure Change schema, type Change.
If the attribute belongs to the Asset Console CRD schema, type Asset.
If the attribute belongs to ITSM Tickets CRD, type Ticket. (Applicable to only problem and work order ticket type)

Field ID

Specify the field ID of the field.

Data TypeSelect the data type of the field.
Enum valuesIf the data type of the field is enum, specify the enum values in JSON format.
Classifier

Specify the field as either Problem or Workorder when the field name in the ITSM Tickets CRD is uniquely associated with that ticket type, else keep the field empty.

Important: 

  • To get a response about the fields of problem or work order ticket types, you must first add the fields to the ITSM Tickets CRD.
  • Ticket type Known Error is not supported in this release.
Search category nameUse the field to form a filtering qualification for similarity search by using (MFS) Multi-Form Search.
Important:  The field definition must match the field value set for Full Text MFS Category Name in BMC Helix Innovation Studio.
StatusSelect Active or Inactive to activate or inactivate the attribute, respectively.
Additional info

Specify additional information about the attribute to provide additional contextual reference about the attribute to the LLM.

For example, additional information for the ASCHG attribute provides additional context about the attribute to the LLM.
For example, the end of support date attribute provides the LLM with context about when the asset will no longer be supported.

DescriptionSpecify a description for the attribute.

 

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

BMC Helix ITSM 25.4