Configuring Ticket Resolver

Ticket Resolver is an autonomous agent that assists you by analyzing qualified incidents and preparing them for faster resolution. Instead of relying on manual triage and interpretation, it runs automatically on incidents that meet administrator‑defined qualification rules and performs a set of analysis and follow‑up actions.

When triggered, it evaluates the incident context to identify user sentiment, predict urgency and impact, recommend next best actions, and detect missing information required for resolution. If key details are missing, it automatically follows up with the customer to request additional input. All actions performed by Ticket Resolver are recorded in a dedicated activity trail.

As an administrator, you can decide which incidents are eligible for autonomous processing. Also, as a service desk agent, you can control the prioritization and final resolution decisions. Ticket Resolver does not resolve incidents automatically; instead, it provides actionable insights and context to help you focus on resolving issues rather than gathering and interpreting information.

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 configure Ticket Resolver

Capability	Location	Parameter	Setting
Enable or disable Ticket Resolver	BMC Helix ITSM As an administrator, log in to BMC Helix ITSM Application. Select Settings > HelixGPT Configuration > Features. From General Settings, select Ticket Resolver.		true: To enable Ticket Resolver. This value is selected by default. false: To disable Ticket Resolver.

Where to go from here

Using Ticket Resolver to manage incidents