Enabling the creation of major incident reports by using ITSM agent
Use the generative AI capabilities of the ITSM agent in BMC HelixGPT to automatically create Major Incident Report (MIR) when a major incident is resolved. This capability automates post-incident documentation within BMC Helix ITSM. The MIR includes structured details such as incident identification, executive summary, timeline of actions, impact assessment, root cause analysis, resolution steps, and recommendations.
When BMC HelixGPT is integrated with BMC Helix ITSM, the MIR generation capability is enabled by default for major incidents. You can configure the capability by using the HelixGPT Configuration console.
You can also manage branding and templates by using the Template Management view in ITSM settings.
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 major incident report generation by using the HelixGPT Configuration console
The HelixGPT Configuration Console is a unified, Innovation Studio-based interface to centrally manage all BMC HelixGPT feature settings across BMC Helix ITSM applications.
- As an administrator, log in to BMC Helix ITSM Application.
- Select Settings > HelixGPT Configuration > Features.
- From General Settings, select Major Incident Report.
In the Edit feature configuration pane, the Value parameter is enabled by default.
- (Optional) To disable the MIR generation capability, disable the Value parameter, and then click Save.