Configuring prompt extensions for Agentic AI capabilities in BMC Helix ITSM
You can use Agentic AI capabilities in BMC Helix ITSM to interact with ITSM data by using natural language. However, when you use domain‑specific terminology like dormant tickets, aged incidents, ICU tickets, or child incidents, it is not understood by default AI prompts.
As an administrator, you can use prompt extensions to define custom terms and their meanings. These definitions are dynamically injected into the agent/system prompts at runtime, enabling the AI to interpret organization‑specific language accurately and act autonomously on ITSM data. Prompt extensions are administrator-defined keyword definitions that describe how a specific term should be interpreted. These prompt extensions are stored as configuration records and are dynamically concatenated in both tool selection prompt and agent/system prompt.
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 prompt extensions in BMC Helix ITSM
- As an administrator, log in to BMC Helix ITSM Application.
- Select Settings > HelixGPT Configuration > Prompt Extensions.
- Click Prompt extension to add a new entry.
- Add the Keyword and Description, and click Save.