Adding custom or out-of-the-box fields as attributes to the semantic model

The semantic model in BMC Helix ITSM helps the system understand and respond to user questions about tickets like incidents, changes, work orders, and problems. It acts as metadata for the Large Language Model (LLM), helping it to understand how different ticket types are structured and related. When a user asks a question about ticket types (Incidents, change requests, assets, work orders, and problem investigations) in Agentic chat, BMC HelixGPT uses both the semantic model and the user query to determine the responses.

The semantic model is configured out-of-the-box and includes schema definitions for the HPD:HelpDesk, CHG:Infrastructure Change, CTM:People, PBM:Problem Investigation, and WOI:WorkOrder forms. Each schema includes attributes and their relationships to other objects. If you have customized the HPD:HelpDesk or CHG:Infrastructure Change forms by adding custom fields, you can include these fields as attributes in the semantic model.

Important
The semantic model is evaluated in conjunction with the LLM prompt. The definitions, relationships, and context established in the semantic model guide how the LLM interprets the data, ensuring behavior aligns with the intent defined in the prompt.

For more information on customizing the shared ticket console, see Customizing Shared Ticket Console.

To add custom or out-of-the-box fields as attributes to the semantic model

Important

Response generation might vary if you do not perform the configuration for customization properly.

On the BMC Helix ITSM navigation bar, select Configuration > Innovation Studio Configuration.
In the Settings pane, select HelixGPT Configuration > Semantic Model Configuration.
In the Semantic Model Configuration pane, click Configuration.
On the Create semantic model configuration page, specify the following information:

Field name	Description
Entity Type	Select Attribute.
Name	Enter the exact name of the field as specified on the form, that is, HPD:HelpDesk or CHG:Infrastructure Change form. This field is added as an attribute to the semantic model.
Alias	Specify an alias name for the attribute. An alias is a simple, English-based variable name. You can follow either of these naming conventions: Java convention (lowerCamelCase): assigneeName Python convention (snake_case): assignee_name
Schema Name	Specify the schema name to which the attribute belongs. If the attribute belongs to the HPD:HelpDesk schema, type Incident. If the attribute belongs to the CHG:Infrastructure Change schema, type Change. If the attribute belongs to the Asset Console CRD schema, type Asset. To add custom fields from work order and/or problem tickets, use Ticket schema. You may also need to add fields that have 'Search Category Name' under work order and/or problem schemas.
Field ID	Specify the field ID of the field.
Data Type	Select the data type of the field.
Enum values	If the data type of the field is enum, specify the enum values in JSON format. For reference, take a look at 'Status' field from Incident schema.
Search category name	Use the field to form a filtering qualification for similarity search by using (MFS) Multi-Form Search. Important: The field definition must match the field value set for Full Text MFS Category Name in BMC Helix Innovation Studio.
Status	Select Active or Inactive to activate or inactivate the attribute, respectively.
Additional info	Provide additional information for an attribute to give the LLM clearer contextual meaning. The following examples show how additional information improves attribute understanding: ASCHG (Change schema): Describes the Change Coordinator or assignee. To retrieve unassigned change tickets, use the qualification 'ASCHG' = $NULL$. End of support (Asset): Indicates the date after which the asset is no longer supported.
Description	Specify a description for the attribute. It provides general, human-readable information about the record for administrators. This field is optional and meant only for reference.
IsSortable	Toggle to ensure the fields marked can be used for sorting.
IsFilterable	Toggle to ensure the fields marked can be used for filtering.

Adding custom or out-of-the-box fields as attributes to the semantic model

To add custom or out-of-the-box fields as attributes to the semantic model

BMC Helix ITSM 26.1

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