This documentation supports the 19.02 version of BMC Helix ITSM.

To view the latest version, select the version from the Product version menu.

19.08 enhancements preview

This topic contains a preview of information about enhancements in version 19.08 of the Helix ITSM.

Features described in this enhancements preview are subject to change and are not generally available until BMC announces the general availability date for the release. Prior to that announcement, features are not guaranteed for general availability within any particular time frame or at all. Make any purchase decisions only on the basis of generally available products and features.

AR System enhancements

Ability to call third-party REST APIs in a Remedy application

The AR System Server enables a developer to call third-party REST API by using Remedy Developer Studio. You can call third-party REST APIs in a Remedy application, provided the third-party application exposes it's REST APIs.

Improved usability when adding all form fields to the AR System Report

You can select all fields on a form when you are creating an AR report. This usability enhancement is especially helpful if the form has multiple fields and you want to select all fields in one go.

For example, if you are creating an AR Report by using CTM:People form data, the Add All button helps you add all fields on the form.

Improved troubleshooting for mid tier session timeout (9201 error)

BMC offers a functionality in mid tier to differentiate between all possible causes of 9201 error. This helps you to quickly determine the root cause of 9201 error.

Each mid tier has a unique instance ID (MTID). The mid tier log file tracks the MTID, session ID, and cookie ID. When session timeout occurs you can check mid tier log files and can track the session timeout by using the unique MTID.

Performance improvement for permission model with the new Subquery algorithm

The new Subquery algorithm helps to fetch results faster from the RLS enabled fields.

The Row Level Security field panel in Remedy Developer Studio has a new Enable Security Table option. You can use the Subquery algorithm if you select the Enable Security Table option.

Support for Exchange Web Service (EWS) in Remedy Email Engine

Starting with Remedy version 19.08, you can choose a new protocol called Exchange Web Service (EWS) as the email server type while configuring your mailbox. On the AR System Email: Mailbox Configuration form, you can select EWS as an Email Server Type. BMC supports Remedy Email Engine integration with Microsoft Exchange Server 2016 and later. After upgrading to Exchange Server 2016 and integrating Remedy Email Engine with Exchange Server 2016, you can send and receive emails.

Ability to modify the permissions of components in Centralized Configuration

An AR System Administrator (-110) and AR System Configuration Administrator (-100) can access the Centralized Configuration components and modify permissions of all components in the Centralized Configuration. An administrator can choose to set different permissions than the default permissions by using the AR System Configuration Permission Model Registry form.


Smart Reporting enhancements

Real-time synchronization of Remedy Smart Reporting users

Whenever any user is added, updated, or deleted in Remedy AR System, that user record is automatically synchronized in real-time in Remedy Smart Reporting by the User Sync utility. 

Ability to automatically share common content across multiple tenants

For multi-company onboarding, a Remedy Smart Reporting administrator can import the out-of-the-box content, and customized public reports and dashboards, across multiple tenants automatically through a scheduled escalation instead of manually importing the content individually for each tenant. 

CMDB enhancements

Save search queries

You can create a search query, save the query as a personal or global query, edit the query, and use the saved queries to search for CIs in CMDB. Saving the search query enables you to reuse the query and also share the queries with other users.

Simulate the impact of changes to a CI

A change manager or asset manager can use CMDB Impact Simulator to simulate the effect of a change in a CI, for example adding or removing a CI, or a CI being unavailable in a service model, so that they can quickly and accurately identify the impact of this change on the business service. 

Create and manage data stores in Atrium Integrator

Atrium Integrator supports the connection to data stores so that data from an external data source can be imported into CMDB.

You can connect Atrium Integrator to the following types of data stores:

  • AR System
  • File-based data stores (CSV and XML)
  • Database (DB2, MSSQL, MySQL, Oracle, and Sybase)

In addition, you can edit, refresh, and delete a data store from Atrium Integrator. You can also test a data store connection.
The data stores interface is as shown in the following figure.

Create jobs for importing data into CMDB using Atrium Integrator

You can create a job for importing data into CMDB using Atrium Integrator.

New user interface for the Class Manager

The Class Manager has a new user interface that you can access quickly and easily. You can perform the following tasks related to the data model using the Class Manager:

  • Define the properties of the class. 
    You can define the type of class, how it stores data, and (for relationship classes) the relationship type.
  • Configure instance auditing for the class. 
    Auditing enables you to track the changes made to instances of a class.
  • Define one or more CI and relationship class attributes.
  • Specify permissions. 
    If you do not specify permissions for a class, Atrium CMDB assigns default permissions.
  • Specify indexes. 
    Indexing can reduce database query time, so index attributes that you expect users to use in queries frequently.
  • Propagate attributes in a weak relationship. 
    This step is necessary only if you have created a relationship class that has a weak relationship in which the attributes from one class should be propagated to another class.

New user interface for the Federation Manager

The Federation Manager is accessible from the new CMDB interface. You can use this interface to create datastores that use launch in context links to make external data available in CMDB.

You can launch a CI in context in Discovery from the CMDB Explorer

To view additional information of a CI that originated from Discovery, you can open a CI from the CMDB Explorer and view its properties in Discovery.

You can also open a CI in the product catalog form, in its service context, or in the Atrium Explorer of the old user interface. You can configure these settings in the Federation Manager.

Updates to the Common Data Model

The Common Data Model has the following enhancements:

  • Moved the isVirtual attribute to BMC_BaseElement class from BMC_System, BMC_SystemComponent, and BMC_Collection classes. You can use this attribute to enable any device (CI) to be represented logically rather than as a physical entity. 

  • Added a new generic relationship called RelatedTo to define a relationship between the source and destination CI. In earlier releases, you could define only specific relationships between a source CI and a destination CI based on the CI types. In this relaese, you can create relationships between CIs of different classes, which may not have a dependency between those CIs.

  • Added the Pillar attribute to BMC_ElementLocation class that helps include granularity while defining the location of a CI. Earlier, you could add details regarding floor, row, rack, and shelf to the location relationship for a CI, but most floor plans often often reference ‘Pillars’ for locations, and there was no way to store this information. You can use the Pillar attribute in the BMC_ElementLocation class to define the location of a CI.  

  • Added additional attributes to the Tag class for cloud instances. In earlier releases, you could not add tags to cloud instances and relate them with the cloud services. You can create tags for cloud instances and relate the tags with the cloud instances.

  • Added the isDR attribute to the BMC_BaseRelationship class to represent disaster recovery that enables you to indicate if a source CI provides disaster recovery to a destination CI.

Single Sign-On enhancements

Launchpad enhancements

The launchpad functionality has been updated for end users and Remedy SSO administrators.

End user experience on the Digital Service Management page 

In earlier versions of Remedy SSO, only applications that belonged to the end users' realm were displayed on the Digital Service Management page. With this release, in addition to the previous behavior, launchpad applications associated with tenants can be displayed on this page. 

Remedy SSO administrator experience on the LaunchPad page

In earlier versions of Remedy SSO, to add applications protected by Remedy SSO, in the Application URL field an administrator needed to enter only those URLs that were allowed from the domain of a realm. Applications that did not belong to end users' realm were not displayed to them, but the administrator could add any URL. Now, the administrator can enter any URL in this field if the tenant is specified. 

In addition to this, The LaunchPad page has been enhanced with the new filtering and search options:

Upgrade behavior

The Tenant field, by default, is empty after upgrade. Hence, all launchpad applications available to the end user on the Digital Service Management page prior to the 19.08 upgrade remain available after upgrade, if the Tenant field was not specified in the associated realm.

If the Tenant field was specified for some of the realms, then you must set this field for all applications associated with the realms.

MSP page new look

The MSP page, displayed to end users in cases when the Remedy SSO server does not know to which realm an end user belongs to, has been updated to the BMC style look and feel:

OAuth 2 support for native clients

OAuth 2.0 authorization framework for third-party applications has been enhanced to support OAuth 2.0 for Native Apps. Oauth 2.0 for Native Apps provides a unified, modern, and secure way to use RSSO for authenticating all types of native apps.

The Remedy SSO toolkit for native apps creates the authorization URL and opens in a default browser that redirects the user to this URL. The Remedy SSO toolkit provides an easy and fast way of obtaining the OAuth token required for authentication flow.

To use OAuth2 for native apps, an Remedy SSO administrator must register a public OAuth2 client by using the new Native (Public) client setting on the OAuth2 tab in Admin Console. 

Simplification of allowing Remedy SSO to authenticate applications in iframes

With version 19.08, the Allow-From Domain(s) option is by default available for all authentication types, and you need not start the Remedy SSO server with this option. 

System accessibility

508 government standard has been implemented for Remedy SSO pages that are available to end users:

Login page

  • Digital Service Management page
  • Multi-Service Provider page
  • Consent page (the page where an end user confirms that the client application can act on behalf of this user)
  • Change password page

End users with limited physical opportunities can complete tasks on the Remedy SSO end user facing pages in the following way:

  • Complete tasks without using a mouse
  • Complete tasks by using a screen reader application
  • Complete tasks without using speakers.

System supportability

Remedy SSO has been enhanced to support the following system requirements:


New versions supported

Operating systems
  • RHEL 8
  • Windows Server 2019
  • PostgreSQL 10
  • Amazon Aurora
  • OpenJDK 12

IT Service Management enhancements

The Helix Cognitive Service Automation feature is enhanced  to get recommendations for Risk Level in Change Management and Problem Root Cause in Problem Management. With usage of machine learning algorithms, implementing change requests or problem investigations is faster and accurate. 

Asset Management enhancements

Ability to integrate custom classes with the inventory information of a CI

You can easily integrate custom classes with the inventory information of a CI. For this, you can automatically set the location information of any CI and avoid manually entering these details.

Change Management enhancements

Automating risk level computing by using machine learning

The Helix Cognitive Service Automation feature uses machine learning capabilities to get recommendations for Risk Level in Change Management.

Service Desk enhancements

Automating root cause computing by using machine learning

The BMC Helix Cognitive Service Automation feature uses machine learning capabilities to get recommendations for Root Cause in Problem Management.

Smart IT enhancements

Ability to check connection and configuration by using Smart IT Health Check URL

As an administrator, you can identify the issues related to the connections and configurations of the following areas by using Smart IT Health Check URL:

  • AR and Chat server
  • Database read and write
  • Push notification of iOS and Android applications

Introduction of calendar to give you an overview of the change and release tickets, events, and outages

A calendar is available in the menu to give you an overview of the change and release tickets, business events, and outages.

Enhancement in the Service Level Agreement (SLA) bar

The Service Level Agreement (SLA) bar has been enhanced to show the status of a ticket more clearly with significant color and a milestone icon.

Improved barcode scanning for asset search

From Smart IT 19.08, when you scan a barcode to search for an asset, only the asset that is an exact match of the barcode is displayed. In previous releases, when you scan an asset, if similar assets are found, only the first asset in the database was displayed.

Ability to use Microsoft Teams for ChatOps-type interaction between agents

Smart IT 19.08 provides a new set of functions to facilitate this collaborative approach to incident resolution. Smart IT 19.08 provides a bot that can be configured in Microsoft Teams channels for interacting with other agents and experts, providing assistive behavior, and responding to commands and natural language requests. This enables agents to get more information about the ticket and perform actions against it without switching context from the chat channel, enabling more efficient issue handling, and acting as an ideal platform for new ways of working such as Intelligent Swarming. 

Ability to chat with users by using Live Chat

Support agents can use Live Chat to chat with self-service users to resolve issues, and create incidents and work orders directly from the chat.

Ability to update configurations without restarting Smart IT server

In previous releases, an administrator had to restart the Smart IT server in the following cases:

  • The status reason or status field is customized
  • A work note type is customized, which does not reflect in Smart IT
  • Chat configurations are changed

From Smart IT 19.08, an administrator can update these configurations without restarting the Smart IT server.

Introduction of self-help

In-app self-help with guided assistance is available in Remedy with Smart IT from this release. Guided assistance helps you learn to navigate the product and to actively complete tasks. From the Self-help pane, you can start guided assistance, link to help topics, and watch videos relevant to where you are in the product and the work you are doing.

The following figure shows the Self-help pane that is available while working on the Ticket Console:

PostgreSQL support

Smart IT 19.08 supports PostgreSQL 10 database to provide a cost-effective alternative to the existing supported database systems. The PostgreSQL support is available for fresh installations of Smart IT 19.08 on a few selected Linux-based operating systems. To use PostgreSQL database, you must install Smart IT 19.08 by using silent installation.

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