Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.



BMC

BMC Helix ITSM: Change Management 21.02

BMC Helix ITSM provides out of-the-box IT Information Library (ITIL) service support functionality. BMC Helix ITSM streamlines and automates the processes around IT Service Desk, Asset Management, and Change Managementoperations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future. In addition, you can understand and optimize the user experience, balance current and future infrastructure investments, and view potential impact on the business by using a real-time service model.

Release notes and notices
updated 17 Mar

Learn what’s new or changed for BMC Helix ITSM: Change Management version 21.02 including new features, urgent issues, documentation updates, and fixes or patches

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Known and corrected issues

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BMC Helix ITSM release notes

DateTitleSummary
March 17, 202121.02 enhancements

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements .

Managing change

 

As an end user, access and navigate the interface and work with change requests.

Managing release

 

As an end user, access and navigate the interface and work with release requests.

Managing tasks

 

As an end user, access and navigate the interface and work with tasks.

Using reports, flashboards, and dashboards

 

As an end user, access and understand end user reports, flashboards, and dashboards.

Planning

 

As an administrator, plan the roles and permission groups for your company.

Onboarding and implementing

 

As an administrator, set up BMC Helix ITSM: Change Management and Release Managementfor your company.

Administering

 

As an administrator, configure application preferences and templates for BMC Helix ITSM: Change Management and Release Management.

Integrating

 

As an administrator, set up integrations with other BMC products or third-party software.

Developing

 

As a developer, use web services to integrate external applications with BMC Helix ITSM: Change Management and Release Management.

Troubleshooting

 

Resolve common issues or errors, review logs, or contact Support.

Communities


Knowledge Base


Videos


Education


PDFs and videos

Videos

The following topics contain videos that supplement or replace the text-based documentation:

YouTube playlist

Change Management video playlist

 

Frequently asked questions

This topic provides answers to frequently asked questions (FAQs) about BMC Helix ITSM: Change Management.


 Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of the 10 most popular topics in the earlier versions of Change Management and where you can find them in the restructured documentation space.

Older topic titleWhere you can find the information now
Configuring approvals - Quick startConfiguring approval processes

Change request status transitions

Change request status reasons

Stages of a change request
User roles in the change request lifecycleChange management roles
Approvals - Approving change requestsApproving change requests in the Approval stage

Configuring approval processes

Approval process types

Overview of Change Management approvals
Recommendation for managing release requestsBest practices for managing releases
Specifying the business justificationCreating a release request


 How do I add risk factors and risk factor questions for performing risk analysis?

Use the Application Administration Console to add risk factors and risk factor questions. For instructions, see Configuring risk factor questions and derived risk factors.


 How do I create alternate approvers?

Use the Alternate Approvers tab on the CTM:People form to set up alternate approvers. For more information, see Adding alternate approvers.

Alternatively, you can use the AP:Administration form to define a process administrator for the approval process. For more information, see Working with the AP:Administration form in the Action Request System online documentation.


 As an approver, how do I request additional information in an approval signature?

See Requesting more information about approval requests in the Action Request System online documentation.


 As a requester, how do I respond to requests for more information in an approval signature?

See  Viewing and responding to More Information requests in the Action Request System online documentation.


 How do I enable Task Phase Management?

Use the Change Configuration Rules form to enable Task Phase Management. For more information, see Configuring change rules.

Also see related topics:


 How do I create custom filter options on the Change Management Console?

See  Searching for records in the application consoles .


 How do I create custom process flows for Change Management?

Use the Application Administration Console to define a custom change lifecycle and custom status transitions. For instructions, see Configuring process flows and approvals.


 How do I disable automatic assignment if I leave the Change Coordinator and Change Manager fields blank in a change request?

On the Change Configuration Rules form, set Assignment Engine Integration to No. For more information, see Configuring change rules.


 How do I create custom notifications for approval signatures?

Use the Notification tab on the AP:Administration form to create notifications. For more information, see Defining an email notification in the Action Request System online documentation.


 How do I enable logging for approval debugging?

Perform the following steps:

  1. In the Applications sliding menu, select Quick links > Approval Administration Console > Server settings (in the navigation panel) to open the AP:Admin-ServerSettings form.
  2. Select the Approval Debug Mode check box.
  3. Specify the location of the log file.
  4. Click Save.

For more information, see Approval Server debug log in the Action Request System online documentation.

 

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