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This documentation supports the 19.11 version of BMC Helix ITSM.
To view an earlier version, select the version from the Product version menu.




BMC

BMC Helix ITSM 19.11

All versions
BMC Helix ITSM is a cloud-native service management application that is delivered in the cloud deployments. It provides persona-based UX optimized across devices, cognitive automation capabilities, stunning reports and visualizations allowing data driven insights, and the ability to deploy on any type of cloud. Also, it 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 management operations. 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.
Release notes and notices
updated 24 Apr

Learn what’s new or changed for BMC Helix IT Service Management 19.11, including new features, urgent issues, documentation updates, and fixes or patches.

Tip

To stay informed of changes to this list, click the  icon on the top of this page.

Related topics

Known and corrected issues

19.08 enhancements


DateTitleSummary
November 22, 201919.08 enhancements

Enhancements to IT Service Management Suite are:

  • Ability to automatically resolve tickets by using the machine learning capabilities
  • Self help options for business users when email generated tickets are created
  • Business users can reopen tickets from the email notification if the self help options are not enough to resolve issues

Enhancements to Smart IT are:


  • Ability to filter the Ticket Console search result by a date range
  • Ability to create a ticket in a quick way by using Smart Recorder
  • Enhancements in the asset search
  • Introduction of a search box in the Ticket Console for a quick ticket search
  • Ability to open a ticket by using the display ID in the URL


Enhancements to Smart Reporting are:

The documentation of Smart Reporting is separated from the IT Service Management space. For Smart Reporting version 19.11 documentation, go to  Smart Reporting .

Release note for components

Release notes and notices for AR System server

Release notes and notices for Change Management

Release notes and notices for Asset Management

Release notes and notices for Knowledge Management

Release notes and notices for Service Desk

Release notes and notices for Service Level Management

Release notes and notices for Atrium Core

Release notes and notices for Service Request Management

Release notes and notices for Single Sign-On

Release notes and notices for Smart IT


Getting started

 

Using

 

Interface descriptions, using the product.

Administering

 

Information and instructions for administering Helix ITSM.

Subscriber information

Find information about
service activation, licensing,
and more.

Communities

Join discussions
with peers and experts.

Support

Search for knowledge articles
(requires a Support ID).


Videos

View BMC Helix videos.
FAQs and additional resources

BMC Helix IT Service Management is very similar in functionality to the traditional ITSM except with respect to cloud deployment. The following links take you to the FAQs and additional resources documentation of the traditional ITSM suite.

FAQs and additional resources for ITSM

FAQs and additional resources for Smart IT

FAQs for Change Management

FAQs and additional resources for Service Desk

FAQs and additional resources for Service Request Management

FAQs and additional resources for CMDB


Additional resources for BMC Helix

The following hyperlinks provide additional information that you might find helpful:

For BMC Helix FAQs, see FAQ.

 
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Last modified by Chaitanya vikas Ghanta on Apr 24, 2020
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