Configuring BMC HelixGPT to generate incident resolution notes

Use the generative AI capabilities of BMC HelixGPT to generate incident resolution notes when resolving or closing an incident.

When multiple people collaborate on a ticket, it often leads to the addition of numerous work notes. As a result, the service desk agent assigned to resolve or close the incident should review these notes and the ticket details to create resolution notes. This process can be tedious and time-consuming. Instead, you can click the Ask HelixGPT button under the Resolution note field on the incident screen to quickly populate the resolution note.

When you change the status of an incident ticket to Resolved or Closed and click the Ask HelixGPT button below the Resolution note field, BMC HelixGPT uses the Large Language Models (LLM) to analyze the context data like summary, description, and work notes of the incident ticket. A resolution note is generated in natural, human-like language and populated in the field. If you want to modify the incident resolution note further, you can edit the response. You can click Undo to restore the previous version of the content. When you click the Ask HelixGPT button again, BMC HelixGPT uses the modified resolution note also to generate a new resolution note.

Before you begin

Make sure that BMC HelixGPT is enabled and all configurations are completed. For more information about the configurations, see Configuring settings to use Agentic AI capabilities.

To enable or disable incident resolution notes generation by using HelixGPT configuration console

1. As an administrator, log in to BMC Helix ITSM Application.
2. Select Settings > HelixGPT Configuration > Features.
3. From Company, select Auto Resolution Note Generator.
4. Set HelixGPT Auto Resolution parameter to one of the following options:
   • Yes: To enable incident resolution notes generation by BMC HelixGPT. 
   • No: to disable incident resolution notes generation by BMC HelixGPT.
     

To enable or disable incident resolution notes generation by using CCS parameters

1. In Mid Tier, in the Application Administration Console, click the Custom Configuration tab.
2. From the Application Settings list, select Incident Management > Advanced Options > Rules, and then click Open.
3. In HelixGPT Auto Resolution, perform one of the following options:
   1. Click Yes to enable incident resolution notes generation by BMC HelixGPT. 
   2. Click No to disable incident resolution notes generation by BMC HelixGPT. 

For more information about configuring the HPD:CFG-Rules form, see Configuring incident rules. 

If BMC HelixGPT is enabled in your environment, HelixGPT Auto Resolution is set to Yes and the Ask HelixGPT button is available below the resolution notes field on the incident screen by default.

Skill and contextual data configuration for incident resolution notes generation

You can associate the LLM that you want to use with the Incident Resolution Generation skill for the BMC Helix IT Service Management application in the BMC HelixGPT Manager administrator UI.

You can configure the contextual data to be sent to LLM. By default, data from the following incident fields are sent to the LLM to determine its context when an agent clicks the Ask HelixGPT button on the incident screen: 

• Summary
• Description
• Resolution (if available)
• Affected Service
• Causal CI
• Worknotes
• Resolution note (if provided or modified by agent)

You can also add fields other than the work notes to provide more contextual data to LLM for generating incident resolution notes. For example, if you have created a custom field for the HPD:HelpDesk form, you can send data from the custom field to the LLM to determine the context of the incident resolution note.

You can configure the toolkit to perform inline summarization of work notes where the character limit exceeds the value of 5000. Additionally, you can also configure the toolkit to truncate the work note and then perform summarization where the character limit exceeds the value of 25000. 

You can also use custom skills instead of out-of-the-box skills. For more information about using custom skills and configuring contextual data, see Configuring ticket contextual data and custom skill for BMC HelixGPT capabilities.