This documentation supports the 21.05 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the product version menu.


BMC Helix ITSM: Change Management 21.05

All versions
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 27 Jun

Learn what’s new or changed for BMC Helix ITSM: Change Management version 21.05 including new features, urgent issues, documentation updates, and fixes or patches


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Related topics

Known and corrected issues

Support information

BMC Helix ITSM release notes Open link

October 28, 202121.05 patches

This patch release includes defect fixes for Smart IT and BMC Service Request Management.

September 15, 202121.05 patchesStarting with 21.05.02 patch, perform container deployment of BMC Helix Innovation Suite and service management applications. 
July 28, 202121.05 patchesThis patch release includes updates and defect fixes for BMC Helix Innovation Studio and the service management applications.
June 23, 202121.05 enhancements

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

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.



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.



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



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



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



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


Knowledge Base



PDFs and videos

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

YouTube playlist

Change Management video playlist Open link


Frequently asked questions

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

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

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

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 Open link in the Action Request System online documentation.

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

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

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

Also see related topics:

See  Searching for records in the application consoles Open link .

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

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

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

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 Open link in the Action Request System online documentation.

You can use the Release Management console for managing release requests.  For more information, see Navigating the Release Management console and the Release form.


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