Best practices for creating prompts and sample questions
Agentic chat powered by BMC HelixGPT, uses ITSM agent to simplify and accelerate your work by providing direct, easy-to-use information across your service management environment. It supports various ticket types that offer tailored capabilities and ticket relationships, such as similar and related tickets.
- Similar tickets: Tickets that share common characteristics, such as keywords, symptoms, and are useful for identifying recurring issues or patterns.
- Associated or Related tickets: Tickets that are explicitly associated through relationships like parent-child, caused-by, or resolved-by. It helps in understanding dependencies and the broader context of an issue.
You can obtain accurate and context-aware responses in Agentic chat by creating a prompt structure that aligns with the capabilities.
Best practices for creating prompts
We recommend that you follow these best practices when creating prompts in Agentic chat to ensure accurate and relevant responses:
- Include <user intent> <keyword>
- Use keywords which, where, what, and how to get search results from knowledge articles.
- Use the keyword similar to, to get information about similar ticket types.
- Use the keyword asset to get information about assets.
Use the keyword related to, to get information about ticket relationships.
Examples of questions you can ask Agentic chat
The table below highlights common user intents, example queries, and how Agentic chat responds to streamline IT support tasks:
| User intent | Example user prompt | Agentic chat response |
|---|---|---|
| Get information about an asset replacement policy | What is the asset replacement policy? | A summarized version of the knowledge article about asset replacement policy, saving you time and effort. |
| Get information about incidents reported from a specific region during a specific time | Show incidents reported from the North America region between January and March 2025. | A filtered list of incidents based on your criteria. |
| Get information about incidents that are associated to a change request | Show all the incidents that are related or associated to a change request. | A list of incidents that have marked relationships or associations with a change request.
|
| Get information about change requests that are associated to an incident. | Show all the change requests that are associated or related to incident xxx (for example, incident INC123456). | A list of change requests that are associated with an incident. This capability helps in understanding the impact and scope of a particular incident. |
| Get information about the support group details for an incident | Show the support group details for incident xxx (for example, incident INC789012). | The details of the support group responsible for handling the incident. |
| Get information about the list of people in a support group | Show the list of people in the Network support group or Show the list of people from assigned support group of incident xxx (for example, incident INC789012). | The members of the specified support group, aiding in collaboration or escalation. |
| Get information to retrieve assets managed by the current user | Find all computers managed by me | Agentic chat returns up to 10 computers managed by the logged-in user, using the "managed by" relationship. |
| Get information about the assets based on lifecycle status | Show me a list of computers whose support ends tomorrow | A list of computers with support end dates on or before tomorrow, including CI Name, reconciliation ID, and asset class. |
| Get information about similar tickets | Find tickets similar to the summary as VPN issue | A list of top 10 relevant tickets in the context of the ticket summary. |
| If you want similar incidents to be filtered using a specific search category | Find incidents similar to the summary as VPN issue from India site | A list of top 10 relevant tickets filtered with the service category in context of the ticket summary. |
| Get related information about problem investigations | Show me related items for Problem PBI0000000000XX (for example, PBI000000000029)
| A list of related tickets to the problem investigation. |
| Get information about work orders relationships | Show me work orders assigned to my group. | A list of work orders assigned to a specific group. |