The goal of this use case is to automate custom use cases. For example, updating a specific field value, reopening a closed incident, or closing an open incident, depending upon the subject-line of an inbound email.

Scenario

Consider a scenario at Calbro Services when business users send emails to service desk either for requesting services or raising some issues. The IT Administrator at Calbro Services customizes the cognitive service provided in BMC Helix ITSM to process email summaries and generate relevant responses. The IT Administrator creates a training data input in the CSV file format and uses the custom option to customize. This trained cognitive service automatically replies to the business users or takes appropriate actions in the system according to the trained dataset.

Workflow

Example of generating training data for a custom use case

This is an example of a use case where the cognitive service is customized to read the inbound email content of existing incidents. Depending on the training dataset, the cognitive service takes actions such as automatically resolving incidents or escalating incidents.