22.4 enhancements and patches
Review the BMC Helix Intelligent Automation 22.4 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.
| Version | SaaS | On-premises | Fixed issues | Updates |
|---|---|---|---|---|
| 22.4.02 |  | | Known and corrected issues | 22.4.02 |
| 22.4.01 | | | Known and corrected issues | 22.4.01 |
| 22.4 | | | Known and corrected issues | 22.4 |
BMC applies upgrades as described in
BMC Helix Upgrade policy
. BMC applies upgrades and patches during
Maintenance windows.
22.4.02
Proactive Service Resolution - Level 3 for BMC Helix IT Service Management
BMC Helix Intelligent Automation supports Level 3: Infrastructure-based service resolution for BMC Helix IT Service Management (ITSM). In Level 3, incidents are automatically created for a critical event with the Causal CI (configuration item) information and impacted service details associated with the incident. For Level 3, service models must be available in BMC Helix Discovery and this information must be included the event. If found, an incident is created with the names of the impacted services and the affected CIs. If no such information is available in the event, an incident is created without associating any CIs or services.
For more information, see Enabling Proactive Service Resolution.
22.4.01
Support for connecting to on-premises BMC Helix IT Service Management to create incidents
Use Proactive Service Resolution to automatically create incidents for qualifying events in an on-premises deployment of BMC Helix IT Service Management (ITSM). To do this, you must download and install the BMC Helix ITSM connector and establish a connection with the application. The rest of the configuration process is the same for both SaaS and on-premises deployment.
For more information, see Configuring BMC Helix ITSM connector for Proactive Service Resolution.
22.4
Learn about the new features and enhancements in this release in the following video (4:42):
Proactive Service Resolution for BMC Helix IT Service Management - Level 1 and Level 2
By using Proactive Service Resolution in BMC Helix Intelligent Automation, you can automatically create an incident in BMC Helix IT Service Management (SaaS only) for qualifying events. This helps reduce the risks that might affect your IT infrastructure by monitoring your infrastructure and creating incidents automatically for critical events.
When a problem occurs in your IT infrastructure, an event is generated in BMC Helix Operations Management. As part of Proactive Service Resolution, Level 1: Event-based service resolution, an automation policy gets triggered in BMC Helix Intelligent Automation, and an incident gets created in BMC Helix ITSM. As part of Level 2: Infrastructure-based service resolution, information about the affected configuration item (CI) is added to the incident. BMC Helix Intelligent Automation looks for the CI information in an event. If it matches with the CIs in the Configuration Management Database (CMDB), an incident is created with the CI associated with it. Next, BMC Helix Intelligent Automation creates an information event in BMC Helix Operations Management that contains information about the incident.
For more information, see Enabling Proactive Service Resolution.
Support for connecting to on-premises ServiceNow for creating TMF621-compliant Trouble Tickets
You can create TMF621-compliant trouble tickets by using Proactive Service Resolution for an on-premises deployment of ServiceNow Telecommunications and Media Assurance Workflows.
To do this, you must download and install the ServiceNow connector by using the remote plugin. The rest of the configuration process is the same for both for SaaS and on-premises deployment.
For more information, see Configuring ServiceNow connector for Proactive Service Resolution.
Support for static API Key authentication for the Generic REST API connector
If the endpoint application supports API key authentication, you can specify a static API key while connecting to the application by using the Generic REST API connector.
For more information, see Configuring the Generic REST API on-premises connector.
Enhancements to the connector configuration process
The following enhancements improve the process of configuring on-premises connectors:
- You can create credentials for a connector by running a single command instead of specifying them one after the other. For this, you need to create a credentials file, in a JSON format, and place it in the location where the remote-plugin utility is located.
- You can also configure any connector to connect with any application that uses SSL encryption. As part of the configuration, BMC Helix Intelligent Automation validates the server-side SSL certificates and then runs the plugin.
- When you configure a connector, by default, the remote plugin uses HTTP. You can now change it to use HTTPS.
The documentation for each on-premises connector contains information about these improvements. For an example, see Configuring the Ansible Tower connector.
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