This documentation supports an earlier version of BMC Helix IT Service Management on-premises deployment.

To view the documentation for the latest version, select 22.1.06 from the Product version picker.

21.05 Patches

Review the fixes and updates in this patch for BMC Helix IT Service Management Deployment that might impact your users.

Several significant enhancements were delivered in versions 21.05, 21.02, and 20.08 for SaaS customers. Starting with this patch release, these features and enhancements are also available for on-premises customers.

The key enhancements include:

  • 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.

  • Product name change in Remedy platform and applications
    Starting with version 21.02, there are changes to the product and component names.

  • Support for Progressive Web Applications
    Smart IT uses the industry standard Progressive Web App (PWA) technology. You can customize screens in Developer Studio in a similar way that you customize the Mid Tier screens.
    Also, create and view your custom application as a progressive web application simply by selecting and using Progressive views in Developer Studio.

 To learn about these enhancements, see the following links:

  • 21.05 enhancements Open link  in BMC Helix ITSM documentation.
  • 21.02 enhancements Open link  in BMC Helix ITSM documentation.
  • 20.08 enhancements Open link  in Remedy ITSM documentation.

Available patches

Patch versionDefect fixesUpdates
21.05.02Updates for 21.05.02
21.05.01Known and corrected issuesControlled availability release

Updates in 21.05.02

Container deployment of BMC Helix Innovation Suite

Perform container deployment of BMC Helix Innovation Suite and Service Management applications in your on-premises environment. This method of deployment offers:

  • Simplified on-premises deployment process with reduced effort as compared to the deployment by using installers.
  • Less resource consumption, offering better resource scalability.
  • Ability to consume cloud-based applications such as, BMC Helix Multi-Cloud Broker, BMC Digital Workplace.
  • Improved security that offers ability to isolate applications from the host and other applications.

For more information, see Getting started.

Install the following components by using BMC Helix Innovation Suite container:

  • BMC Helix Single Sign-On
  • BMC Helix Innovation Suite Platform
  • BMC Helix CMDB
  • BMC Helix ITSM: Asset Management
  • BMC Helix ITSM: Knowledge Management
  • BMC Helix ITSM: Service Desk
  • BMC Service Request Management
  • BMC Service Level Management
  • BMC Helix ITSM: Smart IT
  • BMC Helix ITSM: Smart Reporting
  • BMC Digital Workplace
  • BMC Live Chat
  • BMC Helix Multi-Cloud Broker
  • BMC Helix Business Workflows

Automate deployment with BMC Deployment Engine

BMC Deployment Engine significantly improves the accuracy of deployment and reduces the time and effort required for deployment as compared with the server-based architecture implementation.

BMC Deployment Engine uses Jenkins, which provides the ability to automate and orchestrate the deployment process with a graphical UI making it easy to track the progress and to troubleshoot.

The BMC Deployment Engine enables:

  • complete automation of deploying a new installation.
  • complete automation of patching the environment.
  • ease of adding a new application.

For information, see Setting up BMC Deployment Engine.

Access logs by using the Support Assistant tool

Use the Support Assistant tool to manage BMC Helix Innovation Suite logs. The Support Assistant tool is installed after you deploy BMC Helix Innovation Suite.

To install the Support Assistant tool, you must have the cluster administrator permissions.

For more information, see Viewing and collecting logs by using the Support Assistant tool.

Version mapping

The external version number that is displayed on the product pages is 21.05.00. BMC uses version 10.1 for internal purposes. 

BMC Helix Innovation Suite product version is displayed on the following forms:

Form nameScreenshot
On the Platform tab of the Server Information form

On the SHARE:Application_Properties form

What else changed in this release

The following table lists the changes in the product behavior: 

UpdateProduct behavior in the versions earlier than 21.05Product behavior in the version 21.05
Determine the license key

Use the AR System server host ID to determine the license key.

UseBMC Helix Innovation Suite license keys after you deploy BMC Helix Innovation Suite.

Each key is tied to a database unique identifier (database ID). You can determine your database ID from the Add or Remove licenses form.

For more information, see Obtaining license keys.

Downloading and installing the patch

Download from EPDSee, Downloading the installation files.
Patch installationSee, Installing.
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