Configuring Ask HelixGPT for BMC Helix ITSM

The Ask HelixGPT tab gives service desk agents a fast, conversational way to resolve incidents. Instead of manually searching through knowledge articles, agents can simply click the Ask HelixGPT tab on the incident screen to get real-time, context-aware resolution suggestions. Ask HelixGPT automatically analyzes incident details and delivers relevant answers. Agents can also ask questions or view the original knowledge sources.

When BMC HelixGPT is enabled in your BMC Helix ITSM environment, the Ask HelixGPT tab is available by default on the incident screen. Ask HelixGPT is supported by agentic AI by default. This configuration orchestrates the sub-agents and tools to interpret user queries and adapt to various scenarios. It identifies the most effective resolution path through contextual understanding, enhancing user experience.

Points to remember when using Ask HelixGPT

Ask HelixGPT is supported by agentic AI and is available by default.
We recommend implementing the agentic AI configuration approach to deliver the adaptive user experience in Ask HelixGPT tab.
If needed, you can revert to the RAG configuration. Ask HelixGPT supports both approaches, allowing flexibility based on your implementation needs.
If you have previously used custom prompts in Ask HelixGPT, you must implement those customizations in the agentic configuration after upgrading. For more information, see Out-of-the-box skills in BMC Helix ITSM.
Do not modify the original out-of-the-box skills. To modify prompt instructions or update the default configuration, you must clone the out-of-the-box skills and create a custom skill. Always make changes to the cloned version when customizing the prompt instructions.
For more information, see Creating and managing skills.

Capabilities of Ask HelixGPT

In Ask HelixGPT, you can use the following capabilities:

Initial resolution summary: Get an automatic resolution summary without reviewing all activity notes and incident details.
Predefined prompts: Use out-of-the-box prompts to get information about incidents without asking your question.

By default, the initial resolution summary and predefined prompts are available in Ask HelixGPT.

The following table lists how you can use these capabilities:

Scenario	Ask HelixGPT	Initial Resolution Summary	Predefined prompts
Scenario 1	✅️	❌️	✅️
Scenario 2	✅️	✅️	❌️
Scenario 3	✅️	❌️	❌️

Before you begin

As an administrator, you must enable BMC HelixGPT and ensure all configurations are completed.
Set the locale of your internet browser to the language you want to interact in or expect responses from Agentic chat.
Alternatively, you can set the locale from My Preferences in BMC Helix Agent Studio.

For more information about the configurations, see Configuring settings to use Agentic AI capabilities.

To configure Ask HelixGPT

Use the following table to set the parameters to use the Ask HelixGPT capabilities:

Capability	Location	Parameter	Value
Enable or disable Ask HelixGPT	Mid Tier As an administrator, log in to Mid Tier. Click Applications, and select AR System Administration > AR System Administration Console. Select System > General > Centralized Configuration. From Component Name, select arsystem.bmc.arsys.itsm > *.	disableAskHelixGPT	true: To disable Ask HelixGPT. The Ask HelixGPT tab is not displayed on the incident screen. false: To enable Ask HelixGPT. The Ask HelixGPT tab is displayed on the incident screen. The default value is false.
Enable or disable predefined prompts	Mid Tier As an administrator, log in to Mid Tier. Click Applications, and select AR System Administration > AR System Administration Console. Select System > General > Centralized Configuration. From Component Name, select arsystem.bmc.arsys.midtier	Add the following parameter: arsystem.pv_ask_helixgpt_show_predefined_prompts	Yes: If you want to see the predefined prompts, irrespective of the initial resolution selected. This value is selected by default. No: If you do not want to see the predefined prompts. OnlyIfResolutionIsDisabled: If you want to see the prompts only if the intial resolution summary is disabled.
Enable or disable the initial resolution summary	Developer Studio In Developer Studio, open the SV_TicketDisplay view of the SHR:SV_TicketDisplay form.	Set the Disable Resolution property of the HelixGPTChat component.	true: If you do not want to generate an initial resolution summary when an agent clicks the Ask HelixGPT tab. false: If you want to generate an initial resolution summary when an agent clicks the Ask HelixGPT tab. The default value is false.
Revert to the Retrieval Augmented Generation (RAG) approach	Mid Tier As an administrator, log in to Mid Tier. Click Applications, and select AR System Administration > AR System Administration Console. Select System > General > Centralized Configuration. From Component Name, select arsystem.bmc.arsys.midtier	Add the following parameter: pv.helixgpt_use_itsm_agent	false: If you want to disable agent assist to generate a response.

To make sure Ask HelixGPT delivers relevant and context-aware responses, it is important to tailor both the prompts and initial instructions.

Customization enables you to align the ITSM agent with your organization's workflows and user expectations, resulting in more accurate and efficient support interactions.

To customize the prompts in Ask HelixGPT

If BMC HelixGPT is enabled in your BMC Helix ITSM environment, you can customize the predefined prompts that appear on the Ask HelixGPT tab.

On the AR System Message Catalog form, select Ask HelixGPT Prompt (109) as your Message Type and click Search.
From the search records, select the locale for which you want to customize the message text.
In the Message Text field, add a new entry or modify an existing entry to define the prompt text as required.
Save the changes to apply the customized prompt in the selected locale.
Clear the cache for all pods from the Mid Tier.

The customized prompts are displayed in the Ask HelixGPT tab based on the selected locale and message configuration. For more information, see Localizing message components of a form view.

To customize the initial instructions in Ask HelixGPT

Log in to BMC Helix Innovation Studio.
Select Workspace > Shared Services.
Select GPT Configuration, and click Edit data.
Click the Display ID corresponding to Agentic Ask HelixGPT or Agentic Resolution Note Generation.

Specify the configuration parameters as given in the following table:

Configuration parameter	Description
Application ID	The ID of the application that consumes the use case.
Created by	The user name or ID of the user who created the record.
Description	A brief overview of the use case.
Intent type	A key to uniquely identify a component.
Status	Indicates the current operational state.
Application Bundle ID	The ID of the application bundle that consumes the use case.
Initial Instructions	A set of guidelines to generate a response when you click on Ask HelixGPT tab. Important: The initial instructions are provided out-of-the-box. You can customize the instructions as per your requirements.