Phased rollout

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

21.02 enhancements



Review the BMC Helix Innovation Suite  21.02 enhancements for features that will benefit your organization and to understand changes that might impact your users. 

BMC Helix Innovation Suite enhancements


Product name changes in Remedy Platform, Remedy ITSM, and BMC Helix Platform and applications

Consult the following tables for changes to the product and component names starting with version 21.02:

While the product names have changed in 21.02, some instances in the product documentation still refer to the previous product name.

Remedy Platform and ITSM applications

Version 20.08 and earlier

Version 21.02 and later

Remedy Action Request System (Remedy AR System)

Remedy IT Service Management Suite (Remedy ITSM)

BMC Helix ITSM
BMC CMDBBMC Helix CMDB
Remedy with Smart ITBMC Helix ITSM: Smart IT
Remedy Smart ReportingBMC Helix ITSM: Smart Reporting
Remedy Change ManagementBMC Helix ITSM: Change Management
Remedy Knowledge ManagementBMC Helix ITSM: Knowledge Management

Remedy Asset Management

BMC Helix ITSM: Asset Management

Remedy Service Desk 

BMC Helix ITSM: Service Desk

Remedy Single Sign-On

BMC Helix Single Sign-On


BMC Helix Platform and applications

Version 20.08 and earlier

Version 21.02 and later

BMC Helix Platform

BMC Helix Chatbot

BMC Helix Virtual Agent



BMC Helix Innovation Suite for Service Management applications

Starting with version 21.02, Service Management applications run on a single environment named, BMC Helix Innovation Suite . With the new BMC Helix Innovation Suite, we bring together the capabilities of Action Request System and BMC Helix Innovation Studio .

As an Action Request System user, use the Action Request System components and clients. Leverage Service Management applications or build a custom application by using Developer Studio.

As a BMC Helix Innovation Studio user, use the the Service Management applications or build a custom application by using BMC Helix Innovation Studio. 

BMC Helix Innovation Suite provides:

  • A single-tenant common environment for Service Management applications.

  • A shared database between Action Request System and BMC Helix Innovation Studio.
  • A common Foundation data for applications that run on the BMC Helix Innovation Suite
  • The ability to interoperate between Action Request System and BMC Helix Innovation Studio. For example, you can call a process that is defined by using BMC Helix Innovation Studio in Action Request System. The process is called by triggering a filter written in Developer Studio.

For more information, see Product overview.



Leverage common Foundation data for Service Management applications

BMC Helix Innovation Suite supports common Foundation data that can be used by Service Management applications, such as BMC Helix Business Workflows, BMC Helix Virtual Agent, BMC Helix ITSM: Change Management, and so on. The common Foundation data creates a single data source for the Service Management applications.

There is no need to normalize application data and to perform Foundation data sync from BMC Helix ITSM to BMC Helix Innovation Studio applications.

For more information, see Setting up and modifying Foundation data by using Application Administration Console.

BMC Helix Innovation Suite supports following features for the common Foundation data:

  • Set up your Foundation data from Mid Tier
    Onboard Foundation data or load the data in bulk for the Service Management applications. Use the Mid Tier to build the Foundation data in your custom applications.

To learn more about Foundation data, see Setting up and modifying Foundation data by using Application Administration Console.

  • Create Operational Categorization Tier 4 
    Create and modify a Tier 4 for Operational Catalog data to allow BMC Helix Innovation Studio applications, such as BMC Helix Business Workflows, to continue by using this additional level of service category. For more information, see Configuring operational catalogs.
  • Create Domain tags
    Continue to support domain tags in Foundation data to identify it with a line of business in your application; for example, BMC Helix Business Workflows. For more information, see Filtering Foundation data by domain.
  • Introduce IS Personas

    Create and modify IS Personas to enable BMC Helix Innovation Studio applications, such as BMC Helix Business Workflows, to continue operating with functional roles and application-based roles. For more information, IS Persona overview.



Support for single instance of BMC Helix ITSM: Smart Reporting

BMC Helix Innovation Suite supports single instance of BMC Helix ITSM: Smart Reporting for both BMC Helix ITSM and BMC Helix Innovation Studio applications. Administrators can onboard users from the Customer Onboarding UI in the BMC Helix ITSM: Smart Reporting Administration console for the following Service Management applications:

  • BMC Helix CMDB
  • BMC Helix ITSM
  • BMC Service Request Management
  • BMC Service Level Management
  • BMC Helix ITSM: Smart IT
  • BMC Helix Virtual Agent
  • BMC Helix Business Workflows

Advantages of using a single instance of BMC Helix ITSM: Smart Reporting:

  • Creates a single data source for all Service Management applications.
  • Supports easier onboarding of users for multiple applications.
  • Avoids multiple configurations to access BMC Helix ITSM: Smart Reporting.
  • Eliminates the need to add redundant infrastructure.

For more information, see  Onboarding  in BMC Helix ITSM: Smart Reporting documentation. 



Multiple development layers to let you choose how your app works

BMC Helix Innovation Suite has two object layers, one for developing apps that are intended to be customized called the base layer and one for developing apps that can't be customized called the customization layer. Additionally the customization layer is used when customizing apps that reside in the base layer. When you customize an object, a copy of the object is created in the customization layer and then used in place of the original object that resides in the base.

The following development modes are available to select while you are developing:

  • (Default) Best Practices Customization(BPC) Mode
  • Base Development Mode


When developing in the Base Development Mode, objects are created in the base and can be customized. When developing in the BPC Mode, objects are created in the customization layer and can't be customized.

For more information, see Customization layer in BMC Helix Innovation Studio documentation.



Service Management plug-in to leverage BMC Helix Dashboards for Service Management applications

The Service Management plug-in integration with BMC Helix Dashboards enables to visually represent data from BMC Helix ITSM applications and BMC Helix Innovation Studio applications.

The Service Management plug-in integration with BMC Helix Dashboards offers the following benefits:

  • Provides database neutral query and functions.
  • Enforces permission model, such as row-level security while retrieving the data.
  • Retrieves data from the Vendor form.
  • Retrieves data that is encrypted by the AR System server in the database. 

To learn about leveraging BMC Helix Dashboards, see How BMC Dashboards facilitates the creation of interactive dashboards for your applications.



AR System Webhooks to support additional capabilities

AR System Webhooks are enhanced to support the following additional capabilities:

  • IMS authentication
    Use this authentication type when providing notifications and callback to applications that run on BMC Helix Portal.
  • Merge operation
    Define a webhook that triggers when you merge content of one form to another.
  • Return data from all fields listed in fieldlist
    Select the Send Unchanged Fields option on the AR System Webhook Registration form to return values from all fields specified in the fieldlist. If you do not select this option, the AR System Webhook returns data for the fields that are updated.
  • Use the record_id as a unique record identifier
    AR System webhook returns record_id(Field 379) in addition to an entry_id.
  • Custom JSON
    You can attach a custom JSON to send an additional response along with the regular webhook response on a call back URL.

For more information, see Adding AR System webhook to receive automatic notifications.



Sync BMC Helix ITSM users into BMC Helix Portal

You can request the BMC SaaS Operations to sync BMC Helix ITSM users into BMC Helix Portal. Syncing the BMC Helix ITSM users enables cross-product access and allows the users to authenticate into BMC Helix Portal with their existing credentials. BMC Helix Portal also supports cross-launch for the following products:

  • BMC Helix Digital Workplace 
  • BMC Digital Workplace Catalog
  • BMC Helix Innovation Suite



Ability to load settings from a specific server

The Longest running API/SQL tab of Remedy Management Console enables you to load settings from a specific server. You can then apply the settings to the entire server group or to a specific server in the server group.

For example, consider a server group of five servers. Server 1, Server 2, Server 3, Server 4, and Server 5. You can choose to apply the settings of Server 3 to the entire server group or only to Server 5.

For more information, see Gathering statistics about the longest running API and SQL commands.



Encrypt a character field by hashing the value in the field

As an administrator or an application business analyst, configure a character field to encrypt data entered in that field. This is done by using the hashing mechanism. Hashing provides an additional level of security by ensuring that any crucial, highly confidential information is entered and stored in an encrypted format.

For more information, see Encrypting values in a character field.



Ability to send alert and email notifications to users

As an administrator, configure notifications to send alerts and email notifications to users when events occur.

For more information, see Configuring notifications for people records.



Create and update record instances with multiple security labels in a single action in BMC Helix Innovation Studio

As an administrator or an application business analyst, use just one element to add multiple security labels and add all the necessary permissions, roles, functional roles while creating or updating records. You no longer need to use multiple Set Security Label and Remove Security Label elements to add and remove multiple security labels in a process.

For more information, see Providing access to record instances by defining security labels .






Synchronize BMC Helix ITSM: Knowledge Management articles with ComAround knowledge

Boost your knowledge base with an extensive Article-Pack in ComAround that supports service desk agents and customers that use software from Microsoft, Google, Adobe, and Zoom. End users can benefit from the ComAround democratized knowledge authoring that increases knowledge quality and higher search relevancy. The enhanced cognitive and natural language processing search capabilities find the most relevant knowledge article for the end users.

As an administrator, you continue to create, edit, and update articles in BMC Helix ITSM: Knowledge Management.

For more information, see Setting up ComAround knowledge in an application .



Additional locale support provided by real-time language translation

Use real-time translation to localize chatbot conversation in languages that are unsupported by BMC Helix Innovation Studio, but are supported by translation providers such as Google Cloud Translation Services or Microsoft Azure Translator Speech API. The image shows how how you can interact with a chatbot in Hindi, one of the unsupported languages of BMC Helix Innovation Studio, by using real-time translation.

For more information, see  Enabling real-time translation for an application .



Progressive Web Application enhancements



Properties and keywords added in Developer Studio to support progressive views

Developer Studio provides the developers with additional properties and keywords to work with progressive views. Some of the properties enable you to make the following changes:

  • Change the button colors.
  • Change of font size and colors of all fields.
  • Apply background colors to panels, trim text fields, or button fields with change field active links.
  • Add background images for panels and views.
  • Add images and customize their positions to buttons.
  • Add alternative text to buttons for tooltips.
  • Display buttons as flat images.

For more information, see,  Field PropertiesKeywordsCreating active links, and Modifying panels and panel holders.



Create an attachment pool for PWA by using a remote form

In Developer Studio, you can define a table field that allows a variable number of attachments by using a remote form in progressive views. This enhancement enables an user to upload as many attachments as per their requirement.

To support this enhancement, for the Display Type property of a Table field, a new value called Attachment is added in Developer Studio.

To learn how to define an attachment pool by using a table, see Creating an attachment pool for PWA by using a remote form.



Auto-alignment of fields in progressive views

When you drag fields onto a form in a progressive view, Developer Studio automatically aligns the fields available on the form to the left. This feature saves your time by eliminating the need to manually align the fields on the form.

For more information, see Aligning fields.



Ability to copy the current panel and all its child panels including fields in progressive views in Developer Studio

Developer Studio provides you with an option to copy the current panel and all its child panels including fields. This option is available only for a sub panel, a section panel and a fixed panel.

To learn how to copy the current panel and all its child panels, see Modifying panels and panel holders.



View the execution mode of an active link from the object list

When you enable active links for parallel execution, the Run in parallel and Don't wait for completion information is shown in the Execute On column (object list). You get to know what active links are scheduled to run in parallel from the Object List itself. You don't need to go to each active link to check if it is scheduled to run in parallel.

To learn more about active link execution options, see Creating active links.



Logging enhancements

The following usability enhancements in the log files facilitate easy debugging.:

  • Active links have transaction IDs for easier traceability
  • Log messages are enhanced with better font and color
  • Interval-based active links have a marker ID and a filter is included to hide them from the log window
  • Child active links have a reference to the main active link when active links are running in parallel

For information on active link logging, see Log information for active links.

For logging settings, see Configuring the Log Settings page by using Mid Tier Configuration Tool.



Create a faceted filter in cell-based tables and list-view tables in PWA

In your progressive web application, you can create a faceted filter in a cell-based table and a list-view table. You can create a faceted filter only for character fields with search menus. A faceted filter is useful when a user requires a simple filter for tables. The user can avoid selecting too many advanced options and can use the faceted filter with a few clicks.

To learn how to create a faceted filter, see Creating a faceted filter.



What else changed in this release

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 21.02Product behavior in version 21.02

(Google Chrome browser version 80 and later)

No support for active links that run on Close window and Un-display events

When you click the browser close button, the current window or all open browser windows are closed.

With Google Chrome version 80 and later, the active links that run on the Close Window and un-display event might not work as expected.

Set the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration to False.

For more information about the Execute-Window-Close-Undisplay-Activelinks parameter, see Execute-Window-Close-Undisplay-Activelinks.

(Default) When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to False:

  • The Close Window and Un-display events are disabled in Developer Studio.
  • You cannot create new active links with Close Window and Un-display execution options.
  • If you select close Window and Un-display execution options for any existing active link, the options are displayed as selected and disabled.
  • You can modify active links for all options except Window and Un-display.

When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to True:

  • Mid Tier tries to run the active links with close Window and Un-display execution options. This might not work as expected in Google Chrome version 80 and later. However, this might work in other browsers.
  • The Close Window and Un-display events are not disabled in Developer Studio.
  • You can create new active links with Close Window and Un-display execution options.
  • The behavior of existing active links using Close Window and Un-display execution options does not change.

For information about the list of modified active links, see List of active links modified in 21.02 .

Change in the default application stateWhen you create or import a deployable application, the state is set to Maintenance.When you create or import a deployable application, the state is set to Production.

Update to selecting approvers while configuring general approval flows

When you configure a general approval flow, you can select approvers by filtering specific approvers from functional roles, primary organizations, business units, departments, support groups, and people or define a qualification or both.

When you configure a general approval flow, you can select approvers by filtering specific approvers from functional roles, company, people, or from the list of the fields on the record definition in the Available Approvers list.

This enables you to narrow your selection by limiting the approvers and not select the entire group or organization.

For more information, see Configuring approval flows .

Support for cross launch from BMC Helix ITSM: Smart Reporting to BMC Helix Virtual Agent and BMC Helix Business Workflows

You can cross launch from BMC Helix ITSM: Smart Reporting only to Mid Tier.

You can cross launch from BMC Helix ITSM: Smart Reporting to the following applications to navigate from one application to another, and navigate back to the source application:

  • Mid Tier
  • BMC Helix ITSM: Smart IT
  • BMC Helix Virtual Agent
  • BMC Helix Business Workflows

For more information, see  Configuring settings to cross-launch reports .

Assigning functional role to enable BMC Helix Innovation Studio users to access the application usage reports in BMC Helix ITSM: Smart Reporting

You can assign the Smart Reporting User  functional role to existing users. You can also assign the functional role to new users by creating new users in BMC Helix Innovation Studio.

You can enable BMC Helix Innovation Studio users to access the application usage reports in BMC Helix ITSM: Smart Reporting by assigning Smart Reporting User functional role to any user by using Mid Tier.

For more information, see Enabling access to BMC Helix ITSM: Smart Reporting .
Properties to work with progressive views

Some Developer Studio properties were available only for standard views.

The following properties are also available for PWA.

  • Mouseover Effect
  • Background Image Horizontal
  • Background Image Vertical
  • Background Image
  • Component Definition
  • Qualification Field ID
  • Entity Field ID
  • Question Font
  • Answer Font
  • Enable Anchor Navigation
  • Anchor Placement
  • Anchorable
  • Maximum Height
  • Minimum Height
  • Auto Resize
  • Enable Nested Row Reordering
  • Filter Type
Keywords to work with progressive views

Some Developer Studio keywords were available only for standard views.

The following keywords are also available for progressive views:

  • $CROSSLAUNCH$
  • $PRINTMODE$
  • $CROSSLAUNCHCONTEXT$
  • $LASTMENUVALUE$
  • $LASTMENURUN$
  • $CLIENT-TYPE$
  • $TARGET_FORM$
  • $TARGET_VIEW$
  • $TARGET_ID$
Active link execution eventsSome active link execution events were available only for standard views and not for progressive views.

The following active link execution events are also available for progressive views:

  • On Content Change
  • On Clear
  • On URL Click
  • On Row Unselect
  • On Row Expansion
  • On Row Collapse
  • On Attachment Start
  • On Attachment End

Reorganize overlapping fields inDeveloper Studio

You cannot reorganize overlapping fields in Developer Studio

In the Developer Studio interface, you can reorganize overlapping fields in a view by using the Apply Auto Fit button.  For more information, see Aligning fields

Specify a Progressive View name for search menus

You cannot add a name to a Progressive View

You can specify names for progressive views when creating search menus. This allows you to reuse search menus in the Progressive View.  For information, see Creating search menus.

Support for Service action in PWA


You cannot use Request ID field mapping for Service actions in active links in PWA.You can use Request ID field mapping for Service actions in active links in PWA. For more information, see Defining Service actions to trigger services based on conditions.

Support for currency fields in PWA


You cannot create currency fields in PWA.You can create currency fields in PWA. For more information, see Creating currency fields.
Support for Real field in PWAYou cannot create a Real field in PWA.You can create a Real field in PWA. For more information, see Types of data fields.
Support for Data Visualization field in PWAYou can't create a Data Visualization field in PWA.You can create a Data Visualization field in PWA. For more information, see Adding a data visualization field to a form.

Support for active link functions in PWA


You cannot use functions to specify field values in workflow actions in PWA.You can use functions to specify field values in workflow actions in PWA. For more information see Functions.
Support for more than five fields in a search menu

In Developer Studio, you cannot add more than five fields in a search menu. The Add button becomes unavailable after you add five fields in a search menu.

In Developer Studio, you can add more than five fields in a search menu. Even after you add five fields in a search menu, the Add button remains available. However, you get the following message:

Adding more than five fields will impact performance. Do you wish to continue?

To know how to create search menus, see Creating search menus.

Support for alternative text in localization

The localization toolkit in Developer Studio does not localize alternative text.

The localization toolkit in Developer Studio localizes alternative text. It can extract and export alternative text and import translated alternative text. Translation can be done for all supported locales.

For more information, see Localizing a Progressive Web Application.

Support for Internet Explorer version 11 is deprecated

Action Request Systemsupports Internet Explorer version 11.

As  announced , the support for Internet Explorer version 11 is now deprecated. We encourage you to switch to other fully supported browsers listed for BMC Helix Innovation Suite in the BMC Solution and Product Availability and Compatibility utility .

For a complete list of BMC products that no longer support Internet Explorer 11, see the  BMC Customer Support Communities page .  .
Change alt text in progressive viewsYou cannot use change alternative text in progressive views by using the Change Field action.

You can use the Alternative Text option in the Change Field action to change alternative text in progressive views for all the fields that have the Alternative Text property.

For more information, see Defining Change Field active link actions.

Increase and decrease the size of panel and panel holder in Developer Studio

You cannot increase and decrease the size of a panel and a panel holder.

Developer Studio provides you with an option to increase and decrease the size of a panel and a panel holder. You can increase the height and width of a panel and a panel holder.

To learn how to change the size of a panel and a panel holder, see Modifying panels and panel holders.

Specify date and time format in REST API in Developer Studio

In Developer Studio, you can't specify the format in which the information from the Date/Time field is to be sent out of a Remedy application.

In Developer Studio, you can specify the format in which the information from the Date/Time field is to be sent out of a Remedy application by using the Date/Time Format column.

For more information, see Calling third-party REST APIs in a Remedy application.

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