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Enabling the BMC Helix Ops Swarmer chat capabilities

The BMC Helix Ops Swarmer is an agent that integrates the capabilities of Microsoft Teams, BMC Helix ITSM, and BMC Helix AIOps. Powered by BMC HelixGPT, BMC Helix Ops Swarmer enables service desk agents to resolve incidents faster and more collaboratively without leaving the Microsoft Teams interface. 

Service desk agents can initiate a Teams chat from an incident and collaborate with other team members to resolve the incident. If BMC Helix ITSM is integrated with BMC Helix AIOps, they can get situation details, participant recommendations, and other details in the chat.

Before you begin

To start using the BMC Helix Ops Swarmer agent to collaborate in Microsoft Teams channels, you must complete the following prerequisites:

To enable the EnableRequestOpsSwarmer parameter

To enable the BMC Helix Op Swarmer agent in BMC Helix ITSM, you must add a parameter in Mid Tier and set it to true.

  1. Log in to Mid Tier as an administrator.
  2. Select Applications > AR System Administration > AR System Administration Console.
  3. In the left navigation, expand System > General.
  4. Click Centralized Configuration.
  5. On the Component type page, select arsystem.bmc.arsys.itsm > *.
  6. Add the enableRequestOpsSwarmer parameter, and set the value to true.
  7. Click Apply.

To add new fields to the incident details

The incident details in the Microsoft Teams chat displays certain out-of-the-box fields, such as Priority, Status, Major Incident, and so on. If you want additional fields from the HPD:Helpdesk form to be displayed for incidents in the Microsoft Teams chat, you can add them to your copy of the Collaboration ITSM record in HelixGPT Agent Studio. You can add new fields without enabling the adaptive card display.

  1. As an administrator, log in to HelixGPT Agent Studio, and open Toolkit.
  2. Create a copy of the Collaboration ITSM record, and open the copy.
  3. In the Edit record pane, in the Configuration field, add the fields that you want to be displayed in the incident details.
    You can add any fields from the HPD:Helpdesk form.
  4. If the adaptive card display is enabled, complete the following steps:
    1. In the HelixGPT Agent Studio, select the Agent record definition, and click Edit data.
    2. Create a copy of the Collaboration ITSM record, and open your copy of the Collaboration ITSM record.
  5. Click Save.

To enable the adaptive card display for incident details in the Microsoft Teams chat

The incident details displayed in the Microsoft Teams chat are displayed in a paragraph, list, or table. The adaptive card displays incident details in a uniform, clean way.

The adaptive card display is not enabled by default. You must enable it from the HelixGPT Agent Studio configuration settings.

Best practice

Create a copy of the out-of-the-box agent and prompts to modify them.

  1. As an administrator, log in to HelixGPT Agent Studio.
  2. Select Prompt, and click Edit data.
  3. Search for the Collaboration ITSM Agent Adaptive Card prompt, and copy the prompt ID.
  4. In the HelixGPT Agent Studio, select the Agent record definition, and click Edit data.
  5. Open your copy of the Collaboration ITSM agent.
  6. From the Edit record pane, replace the Prompt ID with the adaptive card Prompt ID.
  7. (Optional) If you want to add new fields to the adaptive card display, complete the following steps:
    1. In the HelixGPT Agent Studio, select AdaptiveCardTemplate, and click Edit data.
    2. Open the template.
    3. In the Edit record pane, add the new fields in the templatejson field, and click Save.
    4. Select the Prompt check box, and click Edit data.
    5. In the Text field, add the new fields that you added in the JSON field.
    6. Click Save. 

Related topics

BMC Helix Ops Swarmer agent

 

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