This documentation supports the 20.08 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

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 11 May

Learn what’s new or changed for BMC Helix IT Service Management 20.08, including new features, urgent issues, documentation updates, and fixes or patches.


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

Related topics

Known and corrected issues

20.08 enhancements

Smart IT release notes

Smart Reporting release notes

Change Management release notes

Asset Management release notes

Knowledge Management release notes

Service Desk release notes

Release notes and notices for Service Level Management

Service Request Management release notes

Single Sign-On release notes

AR System server release notes

CMDB release notes

September 23, 202020.08 enhancements

Enhancements to BMC Helix ITSM are:

  • Remedy no longer uses Adobe Flash
  • Enhanced visualization features such as creating and viewing processes in Service Request Management

  • The CMDB explorer and Audit user interface which are part of the new CMDB user experience are now available through Remedy applications

  • Remedy Mid Tier version 20.08 offers HTML rendering for the approval sequence viewer

Enhancements to Smart IT are:
  • Revamped screens for work orders and incidents

  • Relate task or task group templates to incident templates

  • New configuration parameter for debug logging in Centralized configuration

  • Indicate Chat as the reported source for incidents and work orders

  • Automatically assign tickets created from BMC Live Chat

  • Ability to submit a service request from Digital Workplace Catalog in Smart Recorder

  • Introduction of an attention flag to define the priority of work

Enhancements to Smart Reporting are:

  • Performance improvement for Report Design with Calculated Field

  • Performance improvement for broadcasting through email 

  • View the status of previous executions of Broadcasts from the Admin Console

  • Check data connectivity by enabling volatile data source settings

Enhancements to Single Sign-On are:

  • Specification of signing algorithm for SAML realm

  • Support to log audit records of end users

  • Retention policy for audit logs

  • Support for the OpenID Connect logout in Single Sign-On

  • Specify a custom UserID to match the login ID

  • Interactive self-help enabled by default

Enhancements to CMDB are:

  • Additional capabilities for viewing the audit history of a CI
  • Create federated classes in the new Class Manager
  • Configure federated plug-ins in the new CMDB UI
  • Create additional activities in a reconciliation job

Enhancements to AR System are:

  • Progressive Views for Remedy custom applications
  • Remedy Email Engine support for EWS protocol for OAuth 2.0 authentication for Microsoft Office 365 (Exchange)
  • Support for case insensitive configuration in PostgreSQL database

  • Ability to automatically change the Row-level security (RLS) algorithm to Subquery option

Enhancements to Service Desk are:

  • Relate task or task group templates to incident templates
  • Indicate Chat as the reported source for incidents



Interface descriptions, using the product.



Information and instructions for administering BMC Helix ITSM.

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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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