Configuring incident summarization using ITSM agent

Use the generative AI capabilities of the ITSM agent to generate a structured and concise summary of incidents. The ITSM agent analyzes key incident details, including the summary, description, activity notes, company, and customer information, to summarize incidents. The capability helps service desk agents to quickly understand the issue such that they can drive it to resolution.

When BMC HelixGPT is integrated with BMC Helix ITSM, the incident summarization capability is enabled by default in incidents. You can configure the capability either by using the HelixGPT Configuration console or by using a CCS parameter. 

Before you begin

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

To configure incident summarization by using the HelixGPT Configuration console

1. As an administrator, log in to BMC Helix ITSM.
2. Select More > Configuration > Innovation Studio Configuration.
3. In the Settings pane, click HelixGPT Configurations > Features.
4. On the Features page, on the General Settings tab, in the Name column, click Incident Summarization.
5. In the Edit feature configuration window, turn on the Configuration Value toggle key.
   
6. Click Save.
   The Generate summaries using HelixGPT section appears in incidents.
   The disableHelixGPTSummary CCS parameter is created and set to false.
7. (Optional) To disable the incident summarization capability, turn off the Configuration Value toggle key, and then click Save.

To configure incident summarization by using a CCS parameter

1. As an administrator, log in to Mid Tier.
2. Click Applications, and then select AR System Administration > AR System Administration Console.
3. Select System > General > Centralized Configuration.
4. From the Component Name list, select arsystem.bmc.arsys.itsm > *.
5. Create the disableHelixGPTSummary parameter and set it to false.
   The Generate summaries using HelixGPT section appears in incidents.
6. (Optional) To disable the Incident summarization capability, set the disableHelixGPTSummary parameter to true.
7. Click Apply.

Related topics

Generating an incident summary for faster resolution

Configuring settings to use Agentic AI capabilities