This documentation supports the 20.08 and consecutive patch versions of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.

21.02 enhancements preview

Preview the BMC Helix Business Workflows 21.02 enhancements for upcoming features that will benefit your organization and to understand the changes that might impact your users. This release contains new features and fixes for known issues.


Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.

BMC Helix Platform delivered as phased rollout for early adopters

Starting with version 21.02, Service Management applications run on BMC Helix Platform. With the new BMC Helix Platform, we bring together the capabilities of Action Request System and BMC Helix Innovation Studio. This change accelerates our ability to deliver innovations to our customers. The new architecture uses fewer resources and improves integration between components.

Initially, distribution of the 21.02 release will be available only to early adopters as a phased rollout followed by a full distribution.

Foundation data and administration settings for BMC Helix Business Workflows

Previously, administrators synced the Foundation data in BMC Helix Innovation Studio and associated domain tags in BMC Helix Innovation Studio for use in BMC Helix Business Workflows. Starting with 21.02, Foundation data is used directly from BMC Helix Platform, and no syncing is required. Administrators must associate domain tags to Foundation data in BMC Helix ITSM instead of in BMC Helix Innovation Studio.

Administrators can configure some settings, such as business segments, from BMC Helix ITSM instead of BMC Helix Innovation Studio. For case business analysts and case agents, the BMC Helix Business Workflows UI will offer a seamless experience with minimal changes.

Visualize cross-functional information in BMC Helix Dashboards

BMC Helix Dashboards provides reporting users a single location to visualize cross-functional Service Management and Operations Management information, such as incidents, changes, service requests, chatbot conversations, events, capacity, and more. A subset of the reports that are available in BMC Helix Business Workflows through Smart Reporting will be available in BMC Helix Dashboards.

Users with appropriate permissions can view and manage reports in BMC Helix Dashboards. Reporting users who can access reports in BMC Helix Business Workflows can also access the Business Workflows reports in BMC Helix Dashboards.

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