22.1 enhancements and patches

Review the BMC Helix Dashboards 22.1 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.

Version	SaaS	On premises	Fixed issues	Updates and enhancements
22.1.01			Known and corrected issues	22.1.01 enhancements and patches
22.1.00			Known and corrected issues	22.1.00 enhancements and patches

For updates in the previous monthly releases, see 2021 enhancements .

BMC applies upgrades as described in the BMC Helix Upgrade policy . BMC applies upgrades and patches during  Maintenance windows. .

22.1.01

Identify and track open problems in the Open Problem Analysis dashboard

The Open Problem Analysis dashboard is where problem managers view open problems, problem investigations and known errors from the metrics displayed in the dashboard.

Some of the panels in this dashboard are:

• Open problems
• Critical problems
• Problem investigation status

For more information, see BMC Helix ITSM Open Problem Analysis dashboard.

Identify and track major incidents in the Major Incident Analysis dashboard

The Major Incident Analysis dashboard displays major incidents. Service Desk Managers can use this dashboard to to see various metrics related to major incidents.

Some of the panels in this dashboard are:

• SLA compliance rate
• Major incident count
• Major incident percentage

For more information, see BMC Helix ITSM Major Incident Analysis dashboard.

Configure column values as titles for subsections in the Printable dashboards

To organize data for a better visualization, the dashboard users can use the BMC Record Details plug-in to define one of the column values as the title of the respective subsection in the Printable dashboards. For example, the value of the Incident number can be defined as the title for a subsection in the Printable Incident Details dashboard. 

For more information, see Visualizing data as records in panels.

Specify dashboard field values in local languages

Dashboard users can enter values in local language for specific dashboard fields. 

For more information about the fields that can be localized, see Configuring dashboards, panels, and queries.

Cross-launch to BMC Helix Dashboards from third-party applications

Cross-launch capability is available to dashboard users who want to launch a dashboard from any third-party application. 

For more information, see Adding cross-launch links from BMC Helix Dashboards and third-party applications.

Differentiate between out-of-the-box parent dashboards and drill-through dashboards

The drill-through dashboards in the following out-of-the-box dashboards have been renamed so they can be easily distinguished from their parent dashboards:

• Business Workflows Dashboard
• Service Targets Against Cases
• DWP Request Overview Dashboard
• Live Chat Team & Agent Performance
• KCS Effectiveness and Efficiency
• Change Dashboard
• Incident Dashboard
• Incident SLA Performance
• Service Automation
• Asset Compliance
• Asset Inventory
• Asset Overview
• Service Dashboard
• CMDB Data Quality
• CMDB Overview

For more information, see Viewing out-of-the-box dashboards.

View Live Chat historic data with details about ticket deflection and abandoned chats

Supervisors or Live Chat administrators can view ticket deflection details after implementing Live Chat and the number of abandoned chats by end users and the agents.

The following image shows the Live Chat Historic Data dashboard:

For more information, see Live Chat Historic Data dashboard to view ticket deflection and abandoned chats. 

22.1.00

The following video (4.03) provides an overview of the features added to BMC Helix Dashboards in October 2021 - January 2022 release:

https://youtu.be/TywcP6mtifI

Enhanced reporting with Grafana 8.3.3

BMC Helix Dashboards now includes the latest version of Grafana to provide an enhanced experience of unified reporting and a consolidated view of data from applications across your environment. Along with other features, this version of Grafana provides suggestions for visualization panels based on the dashboard query. 

Define dashboard queries with additional calculated fields

As a dashboard user, define dashboard queries for various ITSM processes with these additional, readily-available calculated fields for the Incident and Change management modules:

• Resolved incidents
• Closed incidents
• Incident ageing
• Resolved change
• Closed change
• Delayed changes (open and late)

For more information, see Service Management query.

Filter custom dashboards data by using additional tags

As a dashboard user, filter the custom dashboard data by creating additional tags. This feature is available with AWS (Amazon Web Services) and Azure knowledge modules.

For more information, see Setting up variables for dashboard queries, filtering data, and panel title values.

View the event data filtered on the basis of tags

As a dashboard user, editor, or viewer, use the Tag-based Event Data dashboard to view the number of open and closed events filtered on the basis of tags. The open events are categorized by severity.

For more information, see Tag-based Event Data dashboard.

Configure the number of times a section repeats with the BMC Record Details plug-in

As a dashboard user, configure the number of times a section repeats on the dashboard with the BMC Record Details plug-in.

For more information, see Visualizing data as records in panels.

Configure BMC Helix Dashboards by using the BMC CSV data source plug-in

As a dashboard user, use the BMC CSV data source plug-in to visualize data from CSV data sources, such as REST APIs, local file paths, and so on. 

For more information, see Configuring the BMC CSV data source plug-in.

View Live Chat agent performance, customer experience, and usage metrics in the Live Chat dashboards

As a supervisor, view the following out-of-the-box Live Chat dashboards to determine the overall performance, effectiveness, ticket deflection as a result of the implementation of Live Chat:

• Live Chat Agent and Team performance dashboard—View the live chat session time, wait time, and resolution methods of the end-user queries. 
• Live Chat Customer Experience dashboard—View the live chat sources distribution between Self Service Portal and BMC Helix Virtual Agent , wait time details, and abandoned chat details.  
• Live Chat Usage and Value dashboard—View the Live Chat session details per company and region.

For more information, see Live Chat dashboards.

View the knowledge search metrics in the Chatbot Overview dashboard

As a chatbot owner, you can view the following additional metrics in the BMC Helix Virtual Agent (Chatbot) Overview dashboard:

• Chatbot self-serviced—Number of conversations that were resolved without a live agent.
• Total knowledge searches—Number of times knowledge articles were searched from the chatbot.
• Unsuccessful knowledge searches—Number of times the knowledge search did not return any results.
• Top knowledge searches—Top five search queries entered by the end users to find knowledge articles from the chatbot.

For more information, see BMC Helix Virtual Agent channel usage and intent recognition dashboard.

View the case trend and case audit details in the Business Workflows dashboard

As a dashboard user, you can view the following additional metrics in the Business Workflows dashboard:

• Case Trend—The number of cases for a given time period based on the case status.
• Case Audit Trial—The case activity details.

For more information, see Business Workflows dashboard.

View Count of Open Incidents by Aging and Priority in the ITSM Aging Incident Analysis dashboard

As a dashboard user, you can quickly view the count of open incidents by Aging and by Priority. The Count of Open Incidents by Aging and Priority panel on the ITSM Aging Incident Analysis dashboard displays the count dynamically.

For more information, see BMC Helix ITSM Aging Incident Analysis dashboard.

Drill-down option in BMC Helix ITSM Printable dashboards

The following Printable dashboards are now enhanced with the drill-down option:

• Printable Change Details dashboard
• Printable Incident Details dashboard
• Printable Work Order Details dashboard
• Printable Problem Details dashboard

Click the ID value in the respective dashboard to navigate directly to its details in Smart IT.

For more information, see Printable dashboards.