This documentation supports the 21.3 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the Product version menu.

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BMC Helix ITSM: Change Management 21.3

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BMC Helix ITSM: Change Management provides an easy to use interface for managing change processes in an organization, that includes to planning, scheduling, evaluating risks, approving, implementing, and tracking changes. These processes help coordinate changes efficiently, minimizing the risk and impact of the change implementation.

Release notes and notices
updated 29 Jan

Learn what’s new or changed for BMC Helix ITSM: Change Management version 21.3 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

DateSummaryReference
January 29, 2024

Not applicable

September 5, 2023

Not applicable

June 15, 2023

Not applicable

January, 23, 2023

This patch release includes defect fixes for BMC Helix ITSM.

Not applicable

December 20, 2022

This patch release includes defect fixes for BMC Helix ITSM.

December 1, 2022

This patch release includes defect fixes for BMC Helix ITSM.

September 2, 2022

This patch release includes defect fixes for BMC Helix ITSM.

August 1, 2022

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Rollback deployment
  • Updates to the Fluent Bit deployment
  • Enhancements to the Support Assistant tool 

Action Request System 21.3 patches Open link

May 26, 2022Multiple issues corrected21.3 patches
March 23, 202221.3 patches
February 8, 2022Multiple issues correctedNot applicable
January 20, 2022

Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch release includes the following update for BMC Helix ITSM:

  • BMC Service Request Management is available only for upgrade scenarios for existing customers

  • Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround
21.3 patches
January 5, 2022

Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

21.3 patches
November 19, 2021

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.

21.3 patches
October 04, 2021

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

21.3 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

or register to view the contents of this page.

Videos

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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