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.

Important

The semantic model is applied in alignment with the LLM prompt. Attributes, relationships, and contextual signals defined in the semantic model guide how the LLM interprets and reasons over the data, ensuring responses remain consistent with the intended meaning and usage defined in the prompt.

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.

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 an alternate name used to represent a field, value, or expression in a simpler and more readable way. You can follow: Java naming convention (lowerCamelCase) for example, assigneeName Python naming convention (snake_case) for example, 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 WorkOrder and/or Problem tickets, use Ticket schema. Additionally, for fields that have 'Search Category Name' you must use WorkOrder 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. Refer Status field for 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	Specify additional information about the attribute to provide additional contextual reference about the attribute to the LLM. For example, Additional information for the ASCHG attribute of Change schema provides additional context about the attribute to the LLM. In this case, Name of Change Coordinator / Assignee of the change. And to fetch unassigned change tickets use qualification as 'ASCHG' = $NULL$. Additional information for End of support attribute of Asset schema provides the LLM with context about when the asset will no longer be supported.
Description	Specify a description for the attribute. It provides general, human-readable information about the record. This field is optional and meant only for reference and not for LLMs contextual understanding.
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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