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. 

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:
   • Manual: To enable incident resolution notes generation by BMC HelixGPT when you click the Ask HelixGPT button under the Resolution note field. 
   • Disable: To disable incident resolution notes generation by BMC HelixGPT.
   • Auto:  To enable automatic incident resolution notes generation by BMC HelixGPT when the incident status is changed to Resolved or Closed.
     

Skill and connected agent configuration for incident resolution notes generation

You can associate the LLM that you want to use with the Agent Assistance For ITSM Helix GPT skill for the BMC Helix IT Service Management application in the BMC HelixGPT Agent Studio.

By default this skill is associated to ITSM agent. ITSM agent uses configured pre-built toolkits  to generate resolution notes.

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.

To customize the initial instructions for incident resolution notes generation

1. As an administrator, log in to BMC Helix ITSM Application.
2. Select Settings > HelixGPT Configuration > GPT configurations.
3. Select the entry corresponding to Agentic Resolution Note Generation use case.
   
4. On the Edit HelixGPT Configuration screen, customize the initial instructions as per your requirements.
   
5. Click Save.