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

19.11 enhancements

This page contains information about enhancements in the version 19.11 of the Helix ITSM Suite.

Integration with Proactive Service Resolution

Proactive Service Resolution (PSR) with BMC Helix Integration Service, ITSM, and CMDB

Use Proactive Service Resolution to integrate event management with incident management and convert events from BMC TrueSight Operations Management into related incidents in BMC Helix ITSM. By establishing PSR, with a reduced human effort, you can integrate event management with incident management and transform infrastructure events into related infrastructure incidents. With PSR, your organization benefits by achieving higher availability of your applications and key business services through near real-time collaboration between operations and the service desk.

For more information, see  Setting up Proactive Service Resolution to enable automatic incident management  and  Integrating with Proactive Service Resolution to integrate event management and incident management .

Smart IT enhancements

Introduction of a search box in the Ticket Console for a quick ticket search

In version 19.11, as a service desk agent, you get an additional and quicker ticket search capability in Ticket Console. After adding the filters in Ticket Console, you can narrow down the search result further by entering a keyword in a newly-introduced search box. You need to press Enter after inserting your keyword. The keyword is highlighted in the search result. The keyword search is done on the SummaryDescription, and Display ID columns.

 For more information, see   Managing your work in Smart IT consoles .

Ability to control the default date range in Ticket Console

You can modify the default date range of Ticket Console. By default, the Ticket Console search result displays information for the last 30 days. The date range that you set, is displayed when you open the Ticket Console, as shown in the following image:

You can modify this date range by configuring restrictConsoleResultForNoOfDays parameter in  Centralized configuration . For more information, see   Centralized configuration .

Ability to create a ticket in a quick way by using Smart Recorder

Starting with version 19.11, you can create a ticket faster and directly from the Smart Recorder Home page. You no longer need to use the draft screen, click the Confirm+Save button, and use the profile view screen of the ticket. After creating a ticket in this mode, the Smart Recorder home screen is displayed to create another ticket. The ticket ID of the previously created ticket is also displayed on this page. For you to use this feature, in  Centralized configuration , your administrator must set QuickTicketCreateEnabled parameter to true.

Enhancements in the asset search

Asset search capability in the following areas has been enhanced so that the search results are displayed faster:

  • Asset search in Smart Recorder
  • Mentioning of an asset with @<asset> in the Activity tab
  • Asset search in the Affected Asset field of the incident, problem investigation, and known error tickets
  • Asset search in the Related Items field
  • Global search of asset by selecting All or Asset option
  • Relating CI while creating change request

Ability to open a ticket by using the display ID in the URL

You can open an incident, change, work order, or a task ticket by using the display ID of the ticket in the URL. You need to have the required permission to view a ticket. For example, when you open an incident, the GUID of the incident is displayed in the URL:

In version 19.11, instead of navigating through multiple screens of the Ticket Console, you can directly go to the ticket profile page of another ticket by replacing the GUID with /displayid/<Display ID of the ticket> in the URL:

For more information, see  Viewing and updating tickets .

ITSM enhancements

With usage of machine learning algorithms, the BMC Helix Cognitive Service Automation feature is enhanced to automatically resolve tickets for which self-help response is sent to business users. Also, email notifications can include an option to reopen the automatically resolved tickets. For the use cases and benefits of BMC Helix Cognitive Service Automation, see Use case - Automating service management by using BMC Helix Cognitive Automation.

For the guidelines to configure and train the cognitive service, see the following topics:

Smart Reporting enhancements

Separate documentation space for Smart Reporting

To make it easier to find information about how to use Smart Reporting, we have separated the documentation from the IT Service Management space and improved the organization of the content. For Smart Reporting version 19.11 documentation, go to  Smart Reporting . Here are few of the most popular Smart Reporting topics:

You will still find Remedy Smart Reporting documentation for version 19.08 and earlier in the Remedy IT Service Management space.

Single Sign-On enhancements

SSO in multitenant mode

Starting with this release, SSO is supported in multitenancy mode in which a single application instance serves multiple tenants and guarantees data isolation between tenants. In a multitenant mode, each tenant has its own configuration with its own list of realms, settings related to the cookie name, OAuth client, sessions, admin users, etc. For more information about multitenancy for SSO, see SSO multitenancy.

By default, SaaS tenant is created when SSO server is installed. After upgrade, all configuration available on the SSO server belongs to a single default SaaS tenant.

As a SaaS administrator, you can enable multitenancy for SSO server by adding customer tenants and configuring them as required. For information about how to add tenants, see Activating tenants.

Multitenancy for OAuth clients

OAuth 2.0 has been updated to support multitenancy for non-native clients. The following settings have been added: Multi-Tenant client and Tenant Name. For more information about how to add non-native multitenant clients, see Configuring OAuth 2.0.

New roles and permissions for using SSO

After upgrade, all SSO administrators automatically become SaaS administrators.

SaaS administrators have full administrative permissions to configure the default SaaS tenant on the SSO server. As a SaaS administrator, you can also create tenant administrator users, and have full administrative rights to configure customer tenants.

Tenant administrators can log in to their tenants on the SSO server, and perform actions required to manage local users by realms. For more information about roles and permissions on the SSO server, see Roles and permissions.

Single logout

In earlier versions of SSO, in order to revoke an end user session on the SSO server and prevent automatic login to the application after the page refresh, end users had to log out from all integrated with SSO applications that were sharing a current session of the end user.

Starting with release, SSO administrators can enable the Single Log Out option for a realm to configure a global logout across all applications which are sharing user session created through this realm.

For more details about this option, see Adding and configuring realms. Now, if an end user is logged in to several applications, and then the user logs out from one application, he is automatically logged out from all other applications for which single sign-on experience is enabled. For more information about logoff experience for end users, see Login and logout experience for end users.

System supportability

SSO has been enhanced to support Oracle SE 11 (LTS). For more information on system supportability, see System requirements.

CMDB enhancements

Mapping complex queries to classes to achieve Proactive Service Resolution

You can map a predefined complex query to a class on the Class Query Mappings page. You can use these complex queries as part of the process to automatically associate a CI to an incident when a monitoring application such as TrueSight Operations Management generates an event.

For more information, see Associating CIs to an incident to achieve Proactive Service Resolution and Mapping complex queries to a class.

Enhancements to Common Data Model

Common Data Model has the following enhancements:

  • Two new attributes are added to the BaseElement class, which are ComponentAliases and InstanceName.
  • There is a change in attribute IDs for Floor, Rack, Shelf, Room, Pillar, CostApportionment, and CostFlow attributes. 

For more information, see Summary of changes to the Common Data Model.

AR System enhancements

Ability to send event notifications from AR System forms to external applications

AR System supports the webhook definition—an HTTP callback mechanism to receive real-time event notifications. The webhook definition eliminates the manual efforts required to create workflows and saves the time consumed by continuous server polling. AR System webhooks also offers a modern method of integrating with Remedy. 

An administrator can register a webhook on an AR form by using REST API to receive automatic notification when the specified event occurs, such as create a record, update a record, or delete a record. 

For more information about registering and using AR System webhooks, see Adding AR System webhook to receive automatic notifications.

New REST API endpoints to retrieve menu metadata

You can use GetMenu and ExpandMenu endpoints to retrieve menu metadata. Menu metadata enables you to retrieve all the information required in a menu, such as labels and values required for navigating to the appropriate page in the menu. It helps to perform faster design level integration and also enables you to integrate a Remedy application without using Remedy Developer Studio. 

For information about retrieving menu metadata, see Retrieving menu details by using AR REST API.

For information about GetMenu and ExpandMenu endpoints, see End points in AR REST API.

Improved search results (FTS and MFS) with exact match of search strings

Starting with AR System 19.11, Full Text Search (FTS) and Multi-Form Search (MFS) support exact matches for quoted strings even if the quoted strings contain ignore words. On the AR System Administration: Server Information form or on the Remedy Management Console: FTS Management form, you can select the Support Exact Matches for Phrases option to enable the setting that returns accurate search results for quoted strings containing ignore words. Thus, you do not experience any inconsistencies in search results and get precise matches instead of getting other related search results.

The following image shows the FTS tab of the Server Information form:

The following image shows the advanced configuration options on the FTS Management form:

For more information about the Support Exact Matches for Phrases setting, see Enabling exact matches for full text searches and Configuring the Ignore Words List.

What else changed in this release

In this release, you can also observe the following changes in the product behavior:


Product behavior in versions earlier than 19.11

Product behavior in version 19.11

Service Request Management

While creating a service request on behalf of a user, if you change the email address of the Requested for user, the notifications were sent to the email address mentioned in People record.

While creating a service request on behalf of a user, if you change the email address of the Requested for user, the notifications are sent to the email address that is mentioned in the service request. This does not change the email address in People record.

Broadcast – Service Desk ManagementWhen a broadcast notification was sent to a support group, the broadcast link was accessible to an administrator or the users with Broadcast submitter functional role, only.When a broadcast notification is sent to a support group, all the members of the support group can access the broadcast link in Read only mode.

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