Release notes and notices

Patch 7 for version 22.1 is available for SaaS customers.

• Issues that were corrected in 22.1: Patch 7 and issues that remain open.

22.1.07

Patch 6 for version 22.1 is available for on-premises customers.

• Issues that were corrected in 22.1: Patch 6 and issues that remain open.

22.1.06

Patch 6 for version 22.1 is available for SaaS customers.

• Enhancements
  • View time stamp for case activity updates.
  • Add anchor tags in knowledge articles to cross-reference sections.
• Issues that were corrected in 22.1: Patch 6 and issues that remain open.

22.1.06

Enhancements

• Raise workplace-related service requests by using Workplace Service Management.
• Resolve cases from mobile devices. View checklists and to-dos on mobile devices and mark them complete.
• Report maintenance issues by automatically raising preventive cases from resolved workplace issues, so that the functionality of workplace assets isn’t affected.
• Create schedules to track the routine maintenance of assets in a line of business by automatically creating cases based on recurring schedules.
• Create checklists and add them to cases to reduce errors.
• Enable asset integration for a line of business to allow asset visibility in case management and facilitate asset-driven case assignment. Case agents can then associate assets with cases and tasks, and resolve cases quickly by viewing the asset information.
• Assist case agents in resolving cases by attaching knowledge articles to case templates.
• Address issues in a timely manner, monitor the workload of team members, and gain insights into the metrics for workplace-related reactive and preventive maintenance from the Workplace Service Dashboard.
• Create and manage onboarding requests for new hires from the Onboarding Portal in HR Service Management.
• Complete preboarding tasks as new candidates and mark to-dos complete from the New Hire Portal in HR Service Management.
• Use the onboarding use case to create onboarding requests in HR Service Management.
• Assign to-dos to end users and new hires to complete certain steps or activities.
• Save custom fields in extension record definitions to enable them to be reused in multiple ways.
• Define a default value for a dynamic field. The value is then automatically populated in cases and tasks where the dynamic field is used. 
• Enable the status of cases and tasks to be reset to Assigned when the assigned group is changed.
• View the names of collaborators from BMC Helix Digital Workplace Advanced in the cases in BMC Helix Business Workflows.
• Configure the approval for cases and tasks to be triggered when the status is set to New.
• View the comments that are added while approving or rejecting the cases in BMC Helix Business Workflows as alternate approver in BMC Helix Digital Workplace.
• Protect PDFs that are automatically generated in cases and tasks with a system generated password to maintain the privacy of the document. 

22.1.05

• Enhancements: Avoid PDF generation failure by replacing invalid XML characters with empty strings.
• Issues that are fixed and open in 22.1.01.

22.1.01

Enhancements

• Organize and maintain employee documents while remaining compliant.
• Raise HR service requests by using HR Service Management.
• Create end-to-end use cases as required by your line of business.

• Enhance knowledge management by integrating with BMC Helix Knowledge Management by ComAround.

• Add comments when approving or rejecting a case, task, or knowledge article

• Assign Email Template Manager and Notes Template Manager roles to case agents to manage email and notes templates.
• Save emails as drafts while composing emails.
• Save emails as templates while composing emails.
• Use people list while composing emails to add related people to the emails.

• Search within dynamic data, attachments, and social activities in cases and tasks from Global search.

• Select Named list in the List type of question in dynamic data fields and set the List type field to be dynamic instead of static to maintain consistency.
• Create internal cases and disable case-related communications to requesters.

• Send resolution notes to requesters when cases are resolved.

• Reopen resolved cases from BMC Helix Digital Workplace Advanced.

• Enable automatic creation of service request for a case created in BMC Helix Business Workflows using a connector.

• Add generated PDFs in social activity feeds of cases by adding the Add Public Activity element to a process that requires a PDF document output.

22.1 enhancements and patches