Searching for information by using Agentic chat
BMC Helix ITSM leverages the agentic AI capabilities of BMC HelixGPT to provide you a powerful chat-based search experience. You can use Agentic chat for a conversational experience when searching for incidents, change requests, and information from knowledge articles.
With Agentic Chat enabled by default in BMC Helix ITSM, the global search 
icon on the BMC Helix ITSM navigation bar is updated with 
indicating that the enhanced chat and search experience is available.
Clicking displays the Chat and Search options to open Agentic chat and global search, respectively.
There are some differences in the global search if Agentic chat is enabled. If you close the global search panel after viewing an incident in Smart IT, the system navigates to the dashboards page instead of returning to the previously viewed incident. In contrast, when the same action is performed through the BMC Helix ITSM navigation bar, the system correctly returns the end user to the incident page. If you are searching for incidents or change requests, the search results are generated based on your RLS permissions. For information about these differences, see Searching for tickets, assets, resources, and people in BMC Helix ITSM.
Points to consider when searching for information from knowledge articles
BMC HelixGPT uses published knowledge articles as reference data for generating summarized information. Therefore, a published knowledge article relevant to your question must already exist in the knowledge repository, and you must be entitled to view that knowledge article. If you are not entitled to view the knowledge article, BMC HelixGPT does not generate any response.
The responses generated by Agentic chat may vary depending on several factors, including the accuracy of the knowledge articles, the behavior of the AI model, and how the prompt is structured. Therefore, the generated responses might vary.
BMC HelixGPT does not use information present in the attached documents of the knowledge articles for generating responses. Hence, if the information is present in an attached document of a knowledge article, the generated response does not contain the information.
The following video provides an overview of Agentic chat:
https://youtu.be/-UjVGoWtzHoCapabilities of Agentic chat
The following table lists the capabilities of Agentic chat for each ticket type:
| Ticket type | Capabilities |
|---|---|
| All ticket types |
|
| Incidents |
|
| Change requests |
|
| Assets |
|
| Work orders |
|
| Problem investigations |
|
The option to add work notes is not available in 25.4.00 release.
For more information about best practices for prompts in Agentic chat, see Best practices for prompts and sample questions
Before you begin
Make sure you set the locale of the internet browser to the language in which you want to interact, or expect responses from Agentic chat. You can also set the locale from My preferences in BMC Helix Agent Studio.
To search for information by using Agentic chat
Agentic chat provides search results for up to 10 questions per conversation, after which you can start a new one.
If you close the global search panel after viewing a page in Smart IT, the system navigates to the Dashboards page instead of returning to the previously viewed page. In contrast, when the same action is performed through the BMC Helix ITSM navigation bar, the system correctly returns the you to the previously viewed page.
When you search for incidents or change requests, the search result displays a maximum of 10 relevant records that were last updated.
- On the BMC Helix ITSM navigation bar, click the global search icon.
- Click Chat to switch to Agentic chat.
- Type your question in the Ask a question field and press Enter.
BMC HelixGPT generates a response to your question.
When you ask Agentic chat to search for specific incidents or change requests, the search result displays a list of relevant incidents or change requests and provides inline links to the incident, change and person records within the chat response.
To view the full ticket details, click its link in the Sources area.
When you ask Agentic chat to find specific information from knowledge articles, a summarized answer for your query is generated, along with links to the knowledge articles from which the answer is sourced.
To view the source knowledge article, click its link in the Sources area.
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