23.2 enhancements and patches

Review the BMC Helix Intelligent Automation 23.2 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.

For updates and enhancements in the previous release and its patches, see Release notes and notices.

BMC applies upgrades as described in BMC Helix Upgrade policy Open link . BMC applies upgrades and patches during  Maintenance windows. Open link  


Support for BMC Helix ITSM on-premises 20.02 for the Blackout Policy solution

You can configure the Blackout Policy solution for BMC Helix ITSM on-premises version 20.02. 

For more information about the supported versions, see System requirements. For information about the solution, see Enabling the solution for blackout policies

Support for date and time function in Proactive Service Resolution

You can select Date&Time as a function while applying field transformation in Proactive Service Resolution. This function is helpful if the date and time format in the event does not match the format in the incident management system. 

For more information, see Enabling Proactive Service Resolution

Support for events with reconciliation service ID for creating incidents by using Proactive Service Resolution

If you use Reconciliation ID or Service Reconciliation ID to enrich events, you can update the field mappings while configuring the solution. L1, L2, and L3 incidents get created automatically based on the event details. 

For more information, see Configuring Proactive Service Resolution for incidents

Access self-help resources with in-app help

In-app help is available from a floating widget at the bottom of every screen. Click the self-help widget to access a product tour, interactive guides, instructions for setting up and going live, and more. In addition, you can continue to find answers to your questions in the online documentation or in our  YouTube playlist Open link


Support for BMC Helix ITSM on-premises 20.02 for Proactive Service Resolution

You can configure Proactive Service Resolution for BMC Helix ITSM on-premises version 20.02. 

While using this version, the solution only supports Level 1 (L1): Event-based service resolution and Level 2 (L2): Infrastructure-based service resolution. 

For more information about supported versions, see System requirements. For more information about Proactive Service Resolution, see Configuring Proactive Service Resolution for incidents

Automated incident creation supported for ServiceNow application

Use Proactive Service Resolution to automate the process of creating incidents for critical events in the ServiceNow Incident Management application. 

Based on the configuration, an incident is created in ServiceNow Incident Management for critical events generated in BMC Helix Operations Management and an information event is generated in BMC Helix Operations Management automatically. Every time the incident is updated, the information event gets updated and informs operators about the current status. For ServiceNow, the solution only supports creating Level 1 (only incident) and Level 2 (incident with the associated configuration item) incidents. 

For more information, see Configuring Proactive Service Resolution for incidents


Learn about the new features and enhancements in this release in the following video (2:08):


Support for additional operating systems for on-premises connectors 

You can configure on-premises connectors on the following operating systems:

  • Microsoft Windows Server 2022 Enterprise
  • Microsoft Windows Server 2019 Enterprise

For more information, see System requirements.

User experience improvements 

The following improvements are made to the product to enhance your overall product experience. 

Improved experience while accessing the console

Error messages, such as 401 Unauthorized, or HTTP failure response, no longer appear when you log out and log back in to the BMC Helix Intelligent Automation console via BMC Helix Portal.

Automation policy improvement

Information messages added on the UI inform you about the impact of clearing the Generate Information Event on execution check box while creating automation policies. This helps you to decide whether you want to generate information events or skip them to reduce event noise. 

For more information, see Creating automation policies.

Proactive Service Resolution improvement

You can specify multiple same values while using any Custom field mappings in the Proactive Service Resolution solution. This allows you to add conditions in the solution that match your requirement. 

For more information, see Configuring Proactive Service Resolution for incidents and Configuring Proactive Service Resolution for TMF-compliant trouble tickets.

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