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Configuring settings for cognitive service capabilities dependent on the Helix model

The category prediction, cognitive support group prediction, multi-attribute prediction, and service prediction are AI-enabled capabilities that are based on the Helix classifier model. You must configure these capabilities before service desk agents can use them in BMC Helix ITSM.

Important
The creation of a new Multi-Attribute Prediction data set is no longer supported. However, the existing dataset, if already created, remains usable for predictions.

The following sections explain the overall configuration steps necessary to set up the AI-based capabilities in BMC Helix ITSM:

The overall workflow is explained in the following diagram:

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Before you begin

You must have administrator permission to configure the AI-based capabilities.

The following sections explain the overall configuration steps necessary to set up the AI-based capabilities in BMC Helix ITSM:

Before you begin

  • You must have administrator permission to configure the AI-based capabilities.
  • You must configure the following CCS parameters:
    • Set Classification-Service-Provider to HELIX
    • Set Cognitive-Service-Confidence-Threshold to 0.0
    • Set Jdbc-Row-Limit to 200000
      Access the CCS parameters from AR System Administration > AR System Administration Console > System > General > Centralized Configuration.
      If the CCS parameters do not exist, you must create them, and set their appropriate values. For information about setting up a new configuration parameter, see Updating configuration settings by using the AR System Configuration Generic UI form.
  • You must configure the cognitive service:
    1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration > Cognitive Service Setup
    2. Enter the field values for User Name, Password and Cognitive Service URL.
      The URL and credentials are provided as a part of the activation process. 
    3. In Enable Cognitive Service, select Yes.
    4. Click Save.
    5. To confirm that the cognitive service is configured on your system, click Test Connection.
      For more details, see Configuring the cognitive service capabilities dependent on the Helix model

To configure service prediction

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. Select Cognitive Data Type as Service Prediction.
  3. Select Company for which you want to enable AI-based multi-attribute prediction.
  4. From the Application list, select Incident Management.
  5. From the Template list, select Incident Service CI Training Data
  6. Click Add Selected Template.
  7. Select the added template and click Generate Training Data.

For more details, see Generating training data for the cognitive service dependent on the Helix model.

To configure category prediction

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. Select Cognitive Data Type as Categorization
  3. Select Company for which you want to enable AI-based multi-attribute prediction.
  4. From the Application list, select Incident Management.
  5. From the Template list, select one of the following values:
    • Incident Categorization Training Data.
    • Incident Resolution Categorization Training Data
  6. Click Add Selected Template.
  7. Select the added template and click Generate Training Data.

For more details, see Generating training data for the cognitive service dependent on the Helix model.

To configure cognitive support group prediction

  1. Navigate to Application Administration Console > Custom Configuration > Foundation > Advanced Options > Cognitive Service Configuration.
  2. Select Cognitive Data Type as Support Group Prediction.
  3. Select Company for which you want to enable AI-based support group prediction.
  4. From the Application list, select Incident Management.
  5. From the Template list, select Incident Support Group Prediction Training Data.
  6. Click Add Selected Template.
  7. Select the added template and click Generate Training Data.

For more details, see Generating training data for the cognitive service dependent on the Helix model.

 

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BMC Helix ITSM 25.4