Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities in BMC Helix ITSM

As an administrator, you can configure BMC Helix Innovation Suite Knowledge Management (ISKM) as a knowledge search provider for BMC HelixGPT. This configuration enables BMC HelixGPT to generate answers using published knowledge articles from ISKM in BMC Helix ITSM. The supported use cases include agentic chat, agent assist, and automated email replies.

Supported use cases

The following table describes the supported use cases, personas, unique information specific to using the features with ISKM, and related references:

Use case	User role	Use case description	ISKM-specific behavior	Reference
Agentic chat	Service desk agent	Service desk agents can receive instant, AI-generated answers from ISKM articles during live chat conversations, reducing manual search effort and speeding up response times.	Service desk agents can click an article link to view the article on a new tab within the BMC Helix ITSM UI.	Leveraging Agentic chat to search for information Searching for information by using Agentic chat
Agent assist	Service desk agent	Service desk agents can ask questions about incidents and get real-time, summarized resolution suggestions with links to full ISKM articles for deeper information.	Service desk agents can click an article link to preview the article. From the article preview, click Go to article to open the full article in the ISKM console on a new browser tab. Service desk agents can pin a knowledge article to an incident from the Ask BMC HelixGPT tab. The pinned articles also appear on the Resources tab of the incident.	Resolving tickets with the help of Agent assist Leveraging Agent assist for efficient incident resolution
Automated email replies	End user	When end users raise a ticket by sending an email, BMC HelixGPT analyzes the issue, searches ISKM articles, and sends intelligent replies with suggested fixes and one-click links that provide immediate guidance.	Links to recommended knowledge articles open in BMC Helix Digital Workplace. End users must have permissions to view the article in BMC Helix Digital Workplace; otherwise, they cannot access it. The email also contains an option for the requester to resolve the incident if the recommended resolution helped.	Leveraging Service Collaborator for automatically responding to inbound emails

The following guidelines are applicable to all use cases:

BMC HelixGPT uses only published knowledge articles as reference data.
Relevant knowledge articles must already exist in the repository.
Service desk agents and end users must have permissions to view knowledge articles that BMC HelixGPT uses to provide answers. If they do not have permissions to view the knowledge article, BMC HelixGPT does not generate a response based on that article.

Examples

The following examples explain how BMC HelixGPT delivers answers based on published knowledge articles from ISKM in the key BMC Helix ITSM use cases:

Use Agentic chat and receive AI-generated responses based on ISKM knowledge articles
Use Agent assist on the incident screen and receive AI-generated responses based on ISKM knowledge articles
Send an email and then receive an automated, AI-generated responses based on ISKM knowledge articles

Use Agentic chat and receive AI-generated responses based on ISKM knowledge articles

Carl, a service desk agent at Apex Global, receives a call from an employee. The employee is experiencing a problem with the VPN connection.
Carl wants to find the information about resolving VPN connection issues. Instead of manually searching for a knowledge article that contains this information, Carl types in his question How to resolve a VPN connection issue? in Agentic chat and gets summarized information from the ISKM article. Carl can click an article link and view the entire article within the BMC Helix ITSM UI.

Using Agentic chat

The following image illustrates how a service desk agent can use Agentic chat to ask questions and receive AI-generated responses based on published knowledge articles from ISKM:

Use Agent assist on the incident screen and receive AI-generated responses based on ISKM knowledge articles

Carl, a service desk agent, uses the Ask HelixGPT pane on the incident screen to resolve a VPN failure incident. He asks questions about the incident, and HelixGPT replies by using information from published ISKM articles. He reviews the answer, asks follow-up questions, and views the knowledge articles used by BMC HelixGPT to generate the information. Then, Carl resolves the incident manually and pins the knowledge article to the incident for future reference.

Using Agent assist

The following image illustrates how a service desk agent uses the Ask HelixGPT pane on the incident screen to ask questions about the issue and receive AI-generated responses based on published knowledge articles from ISKM:

Send an email and then receive an automated, AI-generated responses based on ISKM knowledge articles

The IT Service Desk receives thousands of incident reports via email daily, such as password resets, VPN issues, or software installation requests. To reduce the workload on human agents and improve response times, Apex Global uses the email response feature based on BMC HelixGPT.

Susan, an employee, emails the service desk with a question on how to fix the Bluetooth connectivity issue on MacOS. The system uses Service Collaborator to understand the incident, match it with relevant articles from ISKM, and send back a tailored response to Susan's email. This response includes a brief summary of the incident, a recommended solution, a link to the help article, and a link to resolve the incident if the recommended resolution helped.

Getting automated email replies

The following image illustrates how an end user raises a ticket by sending an email and then receives an automated, AI-generated reply. The response is based on published knowledge articles from ISKM and includes one-click links to articles in BMC Helix Digital Workplace:

Before you begin

Make sure that the following configurations are completed:

You require HelixGPT Admin and BMC Helix ITSM administrator permissions to complete the prerequisites and enable ISKM as a knowledge search provider.
BMC HelixGPT for BMC Helix ITSM is enabled, and all configurations are completed. For more information about the configurations, see Configuring settings to use Agentic AI capabilities.
ISKM is enabled as a knowledge provider for BMC Helix ITSM. For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM.
Perform individual setup for Agentic chat, Agent assist, and automated email replies because these features require separate configuration steps. These steps are independent of the knowledge search provider configuration and are not specific to ISKM:
- For the Agentic chat configurations, see Configuring Agentic chat for BMC Helix ITSM.
- For the Agent assist configurations, see Configuring Agent assist for BMC Helix ITSM.
- For information about enabling automated email responses, see Enabling automatic responses for inbound emails using Service Collaborator.
  Additionally, complete the following configurations for automated email replies:
  - Configure mailboxes for BMC Helix ITSM.
    For more information, see Configuring Email Engine mailboxes.
  - Ensure end users have access to BMC Helix Digital Workplace and permissions to view articles.
Data from ISKM is ingested into BMC HelixGPT and verified. For more information, see Ingesting data into BMC HelixGPT.

To enable BMC Helix Innovation Suite Knowledge Management as a knowledge search provider

Log in to HelixGPT Agent Studio and select the BMC Helix IT Service Management application.
Select the required skill for which you want to configure the search settings:
- Agent in Global Context (Agentic chat)
- Agent Assistance for ITSM Helix GPT (Agent assist)
- Agentic Auto Email Reply (automated email replies)
  For more information, see Creating and managing skills.
On the Search settings tab, from the list of information providers, select the Helix Business Workflows Knowledge Management information provider for each skill.
For more information, see Defining knowledge search settings.
Important
BMC Helix Innovation Suite Knowledge Management (ISKM) is referred to as Helix Business Workflows Knowledge Management in the HelixGPT Agent Studio.
Click Apply.

Best practice
Although you can select multiple BMC Helix information providers for a single skill, we recommend selecting only one provider to prevent conflicts. For example, if you previously set BMC Helix ITSM: Knowledge Management as the information provider for the BMC Helix IT Service Management application and now want to switch to Helix Business Workflows Knowledge Management, you must remove the existing association with BMC Helix ITSM: Knowledge Management and use Helix Business Workflows Knowledge Management as the sole provider.

Troubleshooting

Issue	Resolution
BMC HelixGPT fails to respond	Review the connection settings and configuration parameters for the knowledge search provider. Verify that all feature-specific configurations are correctly applied.
ISKM articles are not used to generate responses in the Agentic chat, the Ask HelixGPT pane, or in automated email replies	Verify that Helix Business Workflows Knowledge Management is selected as a knowledge search provider for the impacted skills in HelixGPT Agent Studio. Make sure that you have ingested data from ISKM into BMC HelixGPT and verified data ingestion. For more information, see Ingesting data into BMC HelixGPT.
(For Azure OpenAI model only) ISKM articles are not used to generate responses in automated email replies, and the logs display the following error: "Unsupported parameter: 'max_tokens' is not supported with this model. Use 'max_completion_tokens' instead."	Add the "supportsMaxCompletionTokens": true parameter to the Default config field of your Azure OpenAI model configuration. For more information, see Provisioning and setting up the generative AI provider for your application.