This documentation supports the 21.3 version of Action Request System.

To view an earlier version, select the version from the Product version menu.

21.3 enhancements

Review BMC Helix Innovation Suite 21.3 enhancements for features that will benefit your organization and to understand changes that might impact your users. 

Several significant updates were delivered in patches 21.3.01, 21.3.02, 21.3.03, and 21.3.04. These updates are also available with BMC Helix ITSM version 21.3.05.



21.3.11


(Controlled availability customers only) Facilitate application access to users having different email domains 

Allow multiple users having different email domains and authentication mechanisms to access the same application URL by enabling BMC Helix Single Sign-On (SSO) based multiple service providers (MSP) in your environment. 

MSP incorporates a robust authentication mechanism, ensuring an exclusive and secure access to the application.

After configuring the authorization patterns, when you enable MSP in your environment and access  BMC Helix ITSM applications, BMC Helix CMDB , BMC Digital Workplace , and BMC Live Chat , the following  screen asking for user authorization is displayed:

Enter your user name to complete the authorization and then you are redirected to the following application login screen asking for your application login credentials for authentication:

For information about enabling BMC Helix Single Sign-On  based MSP in BMC Helix Innovation Suite  application, see Facilitating application access to users having different email domains.


What else changed in this release

The following table lists the changes in the product behavior in this patch: 

Update

Product behavior in versions earlier than 21.3.11

Product behavior in version 21.3.11

Extended long-term support for AngularJS

NA

To eliminate any known vulnerabilities, BMC Helix Innovation Suite has updated AngularJS to a secure and commercially supported version. For more information, see XLTS for AngularJS Open link .

Map response header while fetching data from a third-party application by using a REST API

NA

You can map response headers to field values when using the REST API to fetch data from a third-party application, thereby avoiding multiple calls to a third-party application.

For more information, see To define request response mapping.


21.3.10


Select a row-level security algorithm for fast data retrieval

Select from multiple, row level security (RLS) algorithms to enhance row level access control and improve server performance by retrieving the record data faster. For more information, see Improving data retrieval performance by selecting a row level security algorithm Open link .


Support for Kubernetes 1.25 and OpenShift 4.12

BMC Helix Service Management deployment supports Kubernetes version 1.25 and OpenShift version 4.12. 

The supported versions of Kubernetes and OpenShift are as follows:

  • Kubernetes versions - 1.23 – 1.25

    Important

    If you are using BMC Helix Service Management in Kubernetes version 1.25, make sure that you use the baseline pod security standard when you enable pod security standards in your namespace.
  • OpenShift versions - 4.10 – 4.12

For more information, see System requirements Open link .


Support for Ingress controller 1.7.0 and Helm 3.11

BMC Helix Service Management deployment supports Ingress controller versions 1.6.4 and 1.7.0, and Helm version 3.11. 

Supported Ingress and Helm versions with the orchestration platforms are as follows:

Orchestration platformIngressHelm
Kubernetes 1.251.7.03.11
Kubernetes 1.241.7.0
Kubernetes 1.231.6.4
OpenShift 4.121.7.0
OpenShift 4.111.7.0
OpenShift 4.101.6.4

For more information, see System requirements Open link .


Migration of container images to the Alpine operating system

All the BMC Helix Innovation Suite and applications container images that are hosted on the BMC Docker Trusted Registry (DTR) have been migrated from CentOS to the Alpine operating system.


Additional products available for on-premises installation

The following products are available in BMC Helix Service Management , and you can install them in your on-premises environment:

  • BMC Helix Portfolio Management (HPM)
  • BMC Helix Customer Service Management (CSM)

For more information, see Performing the BMC Helix IT Service Management installation Open link .


What else changed in this release

The following table lists the changes in the product behavior in this patch: 

UpdateProduct behavior in versions earlier than 21.3.10Product behavior in version 21.3.10

Changes to the structure the bmc repository that contains the BMC Helix Service Management container images

The bmc/lp00x repository contained the BMC Helix Service Management container images.

For example, containers.bmc.com/bmc/lp00x:ARS-213006HF-202211181051-21306-HF7


Each component has a separate repository such as ars, midtier, cmdb, and virtualchat. These repositories contain the images for the respective component, the AR System images are located in the ars repository, and the Mid Tier images are located in the midtier repository.
For example, containers.bmc.com/bmc/ars:21310HF-202306221501 and containers.bmc.com/bmc/midtier:21310-RTM

Changes to Git repository parameter in the HELIX_ONPREM_DEPLOYMENT pipeline

While building the HELIX_ONPREM_DEPLOYMENT pipeline, to specify the Git repositories location, you had to provide values for parameters such as DEVOPS_REPO, CUSTOMER_CONFIGS, PLAYBOOKS_REPO, HELM_REPO, and SMARTAPPS_HELM_REPO.

While building the HELIX_ONPREM_DEPLOYMENT pipeline, you only have to specify the location of the directory that contains all the Git repositories in the GIT_REPO_DIR parameter.

Parameters removed from the HELIX_ONPREM_DEPLOYMENT pipeline

While building the HELIX_ONPREM_DEPLOYMENT pipeline, you had to provide values for the following parameters:

  • FTS_ELASTICSEARCH_USERNAME
  • HELIX_PLATFORM_CLUSTER
  • HELIX_PLATFORM_KUBECONFIG_CREDENTIAL
  • ITSM_USER
  • ITSM_Password
These parameters are now managed through the HELIX_ONPREM_DEPLOYMENT pipeline code and are removed from the pipeline input to avoid parameter duplication.

Parameters added to the HELIX_ONPREM_DEPLOYMENT pipeline

NA

While building the HELIX_ONPREM_DEPLOYMENT pipeline, you have to specify the values for following parameters:
  • CACERTS_SSL_TRUSTSTORE_PASSWORD
  • HELIX_SMARTAPPS_CSM
  • HELIX_SMARTAPPS_FAS
  • HELIX_DRIFTMANAGEMENTPLUGIN
  • SIDECAR_FLUENT_DETAIL_LOG
  • HELIX_FULL_STACK_UPGRADE
  • HELIX_RESTART
  • DB_JDBC_URL
  • LOGS_ELASTICSEARCH_TLS
  • LOGS_ELASTICSEARCH_PASSWORD
  • ENABLE_PLATFORM_INT_NORMALIZATION
  • MIDTIERCACHEBUILDER_TRIGGER_PRELOAD
  • MIDTIERCACHEBUILDER_SCHEDULE
  • BWF_DEPLOY_SAMPLE_CONTENT_PACK
  • AR_DATETIME
  • AR_TIMEZONE

For more information about these parameters, see
Performing the BMC Helix IT Service Management installation Open link .


21.3.09


What else changed in this release

The following table lists the changes in the product behavior in this patch: 

Update

Product behavior in versions earlier than 21.3.09

Product behavior in version 21.3.09

Improve subquery performance on forms by enabling Row-Level Security (RLS) on an overlay-restricted schema.

You could not apply RLS on an overlay-restricted schema.

You can apply RLS on an overlay-restricted schema. 

For more information, see Improving performance by using RLS algorithms.



21.3.06


Support for Kubernetes and OpenShift

BMC Helix Service Management deployment supports Kubernetes versions 1.22, 1.23, and 1.24, and OpenShift versions 4.9, 4.10, and 4.11. 

The supported versions of Kubernetes and OpenShift are as follows:

  • Kubernetes versions - 1.18 – 1.24
  • OpenShift versions - 4.6 – 4.11

For more information, see   System requirements Open link in BMC Helix Innovation Suite Deployment documentation.


Support for self-signed and CA signed certificates

Use a custom self-signed or CA signed certificates to use HTTPS communication for Service Management applications.

For more information, see the CACERTS_FILE parameter in   Performing the installation Open link and  Applying security certificates to your applications Open link in BMC Helix Innovation Suite Deployment documentation.


Updated support for Nginx Ingress Controller

BMC Helix Service Management deployment supports  Nginx Ingress Controller version 1.2.0 in addition to support for version 0.32.

For more information, see System requirements Open link   in BMC Helix Innovation Suite Deployment documentation.


Automated setting up of BMC Deployment Engine

You can set up BMC Deployment Engine by using an automated script that simplifies the set up process. 

For more information, see  Setting up BMC Deployment Engine Open link   in BMC Helix Innovation Suite Deployment documentation.


Synchronize articles in multiple languages from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround

Have your localized knowledge articles copied to the respective translation languages in BMC Helix Knowledge Management by ComAround. The synchronization tool automatically migrates articles written in languages other than English to the corresponding translations in BMC Helix Knowledge Management by ComAround.

You can leverage multilanguage synchronization capabilities for common locales that are supported by BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management and your portal in BMC Helix Knowledge Management by ComAround.

To learn more about synchronizing localizations, see  How localizations are synchronized Open link .


Separate migration options for synchronizing knowledge articles

Streamline the synchronization process from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround by using performance-oriented and precise synchronization options. You can select between three distinct synchronization options to achieve the following results:

  • Copy the folders only (Folder contents are not copied)—Create the folder structure only.
  • Sync all (Override)—Migrate all content to created folders.
  • Sync changes only—Copy only the new or changed articles to avoid overriding knowledge articles updated directly in BMC Helix Knowledge Management by ComAround.

For more information about the available synchronization options, see  Synchronizing the knowledge bases Open link .


Rebrand Progressive Web Application screens

You can rebrand Progressive Web Application (PWA) screens according to your company standards and requirements by using custom cascading style sheet (CSS) files and images. To learn more, see Rebranding Progressive Web Application screens. For information on rebranding ITSM PWA screens, see Rebranding Smart IT on the Universal Client Open link .


What else changed in this release

The following table lists the changes in the product behavior in this patch: 

Update

Product behavior in versions earlier than 21.3.06

Product behavior in version 21.3.06

Synchronize article flags from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround

Flagged articles in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management were not synchronized to BMC Helix Knowledge Management  by ComAround as flagged.

Flagged knowledge articles copied from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management are marked as flagged in BMC Helix Knowledge Management by ComAround. Flagging comment and date are also synchronized.

Run the multithreaded synchronization process

Knowledge articles were synchronized in a consecutive order from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround.

The multithreading approach is used to synchronize multiple knowledge articles in parallel from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management. This approach boosts the performance of the synchronization tool and enables the system to migrate knowledge articles significantly faster to BMC Helix Knowledge Management by ComAround.


21.3.05



Support for Amazon EKS, GKE and OKE platforms

BMC Helix ITSM supports deployment on the following Kubernetes clusters:

  • Amazon Elastic Kubernetes Service (EKS)

  • Google Kubernetes Engine (GKE)

  • Oracle Cloud Infrastructure Container Engine for Kubernetes (OKE)

For more information, see 

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and  Installing BMC Helix ITSM Service Management in a Google Kubernetes Engine cluster Open link  in BMC Helix Innovation Suite Deployment documentation.


Execute arbitrary commands by using the Run Process action

The Run Process action runs the system commands and extracts passwords that are attached as part of the BMC Helix Innovation Suite container. An administrator or an application business analyst can use the Run-Process-Command-WhiteList setting to configure a list of all the commands that are trusted and can be safely executed by using the Run Process action.

Commands that are not trusted are not executed by using the Run Process action. For more information, see Configuration settings N-R Open link .


Rollback deployment

When updating BMC Helix ITSM from the version 21.3.04 to 21.3.05, if any of the HELIX_PLATFORM_DEPLOY, HELIX_NONPLATFORM_DEPLOYor HELIX_SMARTAPPS_DEPLOY pipelines fail, you can rollback back to the last successful deployed version of the platform and applications by using the rollback option.

For more information, see  Applying patches Open link in BMC Helix Innovation Suite Deployment documentation.


Updates to Fluent Bit deployment

In a fresh deployment of BMC Helix ITSM, Fluent Bit is deployed as a sidecar container in the BMC Helix Innovation Suite namespace. 

The following table lists the changes in the product deployment behavior:

Product

Behavior in versions earlier than 21.3.05

Behavior in version 21.3.05
Fluent Bit
  • Deployed as root container
  • Required cluster administrator privileges for deployment
  • Deployed as sidecar container with non-root privilege
  • Does not require cluster administrator privileges for deployment

For more information, see  Performing the installation Open link and  Viewing and collecting critical logs by using the Kibana dashboard Open link in BMC Helix Innovation Suite Deployment documentation.


Enhancements to Support Assistant tool

Use a custom role in your BMC Helix Innovation Suite namespace to install the Support Assistant tool.

For more information, see  Performing the installation Open link   in BMC Helix Innovation Suite Deployment documentation.


What else changed in this release

The following table lists the changes in the product behavior in this patch: 

Update

Product behavior in versions earlier than 21.3.05

Product behavior in version 21.3.05

Change in the HELIX_POST_DEPLOY_CONFIG parameter

HELIX_POST_DEPLOY_CONFIG parameter was used to apply force password change for the Demo user on first time login.

HELIX_POST_DEPLOY_CONFIG is a pipeline that is used to delete the Demo user.

Demo user is deleted when you select the HELIX_POST_DEPLOY_CONFIG option and run the HELIX_ONPREM_DEPLOYMENT pipeline post-installation of BMC Helix IT Service Management .

For more information, see Performing the installation Open link .


21.3.04


Enhancements to Support Assistant tool

In a fresh deployment of BMC Helix IT Service Management, Support Assistant tool is deployed as a sidecar container in the BMC Helix Innovation Suite namespace. 

The following table lists the changes in the product deployment behavior:

Product

Behavior in versions earlier than 21.3.04

Behavior in version 21.3.04
Support Assistant tool
  • Deployed as root container
  • Required cluster administrator privileges for deployment
  • Deployed as non-root container 
  • Does not require cluster administrator privileges for deployment
  • Requires namespace level permissions for deployment

For more information, see Performing the installation Open link and Viewing and collecting logs by using the Support Assistant tool Open link in Deployment documentation.

For more information, see Performing the installation Open link and Viewing and collecting critical logs by using the Kibana dashboard Open link in BMC Helix ITSM Deployment documentation.


Support for deployment size templates

BMC Helix IT Service Management deployment supports four different sizing profiles: Compact, Small, Medium, and Large. 

For more information, see Sizing and scalability considerations Open link in Deployment documentation. 


Support for PostgreSQL database encryption

BMC Helix Innovation Suite supports PostgreSQL 13.5 database with disk level encryption.



21.3.02


Seamless authentication of users from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround

Users of BMC Helix ITSM: Knowledge Management have seamless access to knowledge articles in BMC Helix Knowledge Management by ComAround. The end users can view or edit the knowledge articles according to the assignment group, visibility group, and KCS role assigned to them.

Administrators of BMC Helix Innovation Studio can modify the mapping between the permission groups in BMC Helix ITSM: Knowledge Management with BMC Helix Knowledge Management by ComAround user groups, role, portal and knowledge access.

To learn how to modify the access mapping, see Mapping knowledge article visibility from BMC Helix ITSM: Knowledge Management with BMC Helix Knowledge Management.



Improved parity between articles in BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround

To improve parity between articles in BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround, the following knowledge article attributes are synchronized:

  • Metadata fields with tags
  • Doc ID
  • Keywords
  • Attachments
  • Association with tickets
  • Knowledge articles in all statuses

To learn more about the article types and attributes that are synchronized, see Synchronizing BMC applications with BMC Helix Knowledge Management by ComAround.


21.3.01


Automate processes by using content packages

Automate the following processes by using content packages and create services in BMC Helix Digital Workplace Catalog by using sample services:

  • Fetching payslips from a payroll system by using a Blue Prism RPA process
  • Fetching payslips from a payroll system by using a UiPath RPA process

For more information, see  Automating actions performed in third-party systems by using a content package Open link .


21.3

BMC Helix Innovation Suite enhancements



Integrate BMC Helix Innovation Studio applications with third-party applications through BMC Helix iPaaS, powered by MuleSoft

Integrate out-of-the-box and custom applications with other external applications by using BMC Helix iPaaS, powered by MuleSoft. Reuse the BMC Helix iPaaS MuleSoft APIs in the business processes of your applications without having to rebuild an integration for each application. For more information, see Integrating BMC Helix Innovation Studio applications with third-party applications by using BMC Helix iPaaS, powered by MuleSoft Open link .



Track user activity in BMC Helix Innovation Studio applications

Track how end users are using an application by generating metrics on application usage and service consumption. These metrics measure the user activity for an application and help in understanding whether end users are fully utilizing the application.

For more information, see Tracking application usage and generating reports Open link .



BMC Helix Dashboards the default platform for dashboards and viewing reports

BMC Helix Dashboards is a SaaS service on the BMC Helix Portal that offers unified reporting and gives you a consolidated view of data from applications across your environment. You can easily create, export, and share interactive dashboards with users within or outside your environment. You can also use template variables to reuse dashboard panels. For more information about the product offerings, see BMC Helix Dashboards Open link online documentation.

BMC Helix ITSM: Smart Reporting version 21.3 is available only for upgrade scenarios for existing customers. This version is not available to new customers. For new customers, we recommend that you use the BMC Helix Dashboards reporting solution.

For more information about accessing BMC Helix Dashboards from BMC Helix Innovation Studio, see Viewing and generating application reports in BMC Helix Dashboards Open link .



Unified platform user license management capability for BMC Helix Innovation Suite

BMC Helix Innovation Suite supports a common licensing model that enables developers to create applications in BMC Helix Innovation Studio and Developer Studio. You no longer need HelixPlatform User Named license to access BMC Helix Innovation Studio.

Users with administrator permissions and Fixed license can access and use Developer Studio and BMC Helix Innovation Studio. Users with administrator permissions and Fixed, Floating, or Read licenses can access the BMC Helix Innovation Studio applications.

For more information, see BMC Helix Innovation Studio licensing model Open link .



Copy application definitions to your target application

Copy out-of-the-box and custom definitions from one application to another so that you can reuse the definitions in any customized application. For example, you have an HR application with customized configuration data and custom definitions, and you want to reuse the definitions, such as processes, records, documents in Finance application. You can copy the relevant custom definitions from the HR to Finance application without having to recreate the definitions.

  • Records Open link
  • Views Open link
  • Rules Open link
  • Processes Open link
  • Named lists Open link
  • Web APIs Open link
  • Documents Open link
  • Events Open link
  • Event statistics Open link



Improve the security of BMC Helix Innovation Studio applications

Use Permissions-Policy HTTP header, which is a security header that controls the use of browser features in BMC Helix Innovation Studio applications.

For example, you can disable sensitive features like geolocation by default in iFrames. This capability reduces the chances of users being tricked into giving embedded websites access to the application.

For more information, see Controlling the use of browser features by using Permission Policy header Open link .



Automate tasks by using RPA tools

Connect your application with third-party systems and automate routine tasks performed in the third-party systems:

Automate routine tasks by using AutomationEdge RPA processes

Use the Run AE Process element to seamlessly integrate your application with AutomationEdge and use an AutomationEdge RPA process to automate routine and repetitive tasks.

For more information, see Automating tasks by using AutomationEdge processes Open link .

Automate routine tasks by using UiPath RPA processes

Use the Run UiPath Process element to seamlessly integrate your application with UiPath and use an UiPath RPA process to automate routine and repetitive tasks.

For more information, see Automating tasks by using UiPath processes Open link .

Use Blue Prism callbacks to receive real-time event notifications

Use webhook callbacks from Blue Prism to receive notifications about an RPA process execution. You can use these notifications in a process with the Run Blue Prism Process element to perform the following actions:

  • Trigger specific rules or processes
  • View the bot execution status
  • Notify users on completion of a task

For more information, see Automating tasks by using Blue Prism processes Open link .






What else changed in this release

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 21.3Product behavior in version 21.3
Change in the HELIX_POST_DEPLOY_CONFIG parameterHELIX_POST_DEPLOY_CONFIG parameter was used to apply force password change for the Demo user on first time login.

HELIX_POST_DEPLOY_CONFIG is a pipeline that is used to delete the Demo user.

Demo user is deleted when you select the HELIX_POST_DEPLOY_CONFIG option and run the HELIX_ONPREM_DEPLOYMENT pipeline post-installation of BMC Helix IT Service Management .

For more information, see Performing the installation Open link in BMC Helix ITSM Deployment documentation. 

Additional JSON types for defining request mapping when calling a third-party REST API

When you create a filter for calling third-party REST API, use the following JSON types for defining request mapping:

  • INTEGER(1)
  • STRING(2)
  • NULL(3)

When you create a filter for calling third-party REST API, apart from the existing JSON types, use the following JSON types to support multiple values in a single element of a JSON.

  • NUMERIC(4)
  • ARRAY_OF_BOOLEAN(10)
  • ARRAY_OF_INTEGER(11)
  • ARRAY_OF_STRING(12)
  • ARRAY_OF_NULL(13)
  • ARRAY_OF_NUMERIC(14)

For information about using these data types when calling a third-party REST API, see Send multiple responses from one field.

By default, status history for some archive and audit forms is disabled

By default, the status history is enabled for the following forms and the corresponding archive and audit forms:

  • AP:Detail
  • AP:Signature
  • AP:ToolTip_Information
  • AR System Email Messages
  • AR System Email Association
  • AR System Email Attachments
  • FB:History
  • FB:History Summary

By default, the status history is disabled for the following forms. Manually disable status history for the corresponding archive and audit forms:

  • AP:Detail
  • AP:Signature
  • AP:ToolTip_Information
  • AR System Email Messages
  • AR System Email Association
  • AR System Email Attachments
  • FB:History
  • FB:History Summary
Define a unique index in Microsoft SQL Server and allow NULL values in multiple recordsYou cannot define unique indexes with NULL values in multiple records in Microsoft SQL Server

Select the Ignore blank values check box to define unique indexes with NULL values in multiple records in Microsoft SQL Server. For more information, see Creating or modifying regular record definitions Open link .

Record Grid component format optionsYou cannot wrap text or remove border lines for columns in the Record Grid component.

You can wrap text, add and remove border lines, and enable striped rows in the Record Grid component. For more information, see Creating a tabular view of record instances by using a record grid Open link .

Additional options in the Process Tool bar of Process designerYou could copy the complete process from the Process designer.

You can now cut, copy and paste selected process elements in the Process designer. For more information, see Process designer interface Open link .

Process in BMC Helix Innovation Studio through Progressive Views in Developer Studio.

No process commands available to start a process in BMC Helix Innovation Studio through Progressive View.

Use the Application-Start-Process command to initiate a process in BMC Helix Innovation Studio in Progressive Views.

To know more, see Process commands.

Active link configuration for table columns in Progressive View in Developer Studio.

You cannot create an active link in a table column to return a value when application users click the column.

You can create an active link in a table column. The table column returns a value when application users click the column.

For more information, see Creating active links.

Removal of the Authentication string from the Mid Tier login page

The Mid Tier login page includes Authentication string to validate the user.

Due to the security reasons, the Authentication string is removed from the Mid Tier login page.


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Comments

  1. Sugyanta Kumar Sahoo

    Hi Team,

    'Run-Process-White-List' is the wrong setting name, Please correct it.

    Correct setting name: 'Run-Process-Command-WhiteList'

    For more information, you can reach out to R&D Dillard Kent.

    Regards Sugyanta

    May 03, 2023 11:08
    1. Archita Singh

      Thank you for your feedback. We have updated the topic with the correct setting name.

      May 26, 2023 06:11