Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

21.02 enhancements

BMC Helix Innovation Studio is a cloud-based development platform designed for developers and application business analysts to co-develop custom applications and customize purchased applications. 

Review the BMC Helix Innovation Studio 21.02 enhancements for features that will benefit your organization and to understand changes that might impact your users.


Related topics

Known and corrected issues

Known and corrected issues in Action Request System

Deprecated features

Release notes and notices

BMC Helix Innovation Studio enhancements


Product name changes in Remedy platform, Remedy ITSM, and BMC Helix Platform applications

Consult the following tables for changes to the product and component names starting with version 21.02.

While the product names have changed in 21.02, some instances in the product documentation still refer to the previous product name.

Remedy platform and ITSM applications

Version 20.08 and earlier

Version 21.02 and later

Remedy Action Request System (Remedy AR System)

Remedy IT Service Management Suite (Remedy ITSM)

BMC Helix ITSM
BMC CMDBBMC Helix CMDB
Remedy with Smart ITBMC Helix ITSM: Smart IT
Remedy Smart ReportingBMC Helix ITSM: Smart Reporting
Remedy Change ManagementBMC Helix ITSM: Change Management
Remedy Knowledge ManagementBMC Helix ITSM: Knowledge Management

Remedy Asset Management

BMC Helix ITSM: Asset Management

Remedy Service Desk 

BMC Helix ITSM: Service Desk

Remedy Single Sign-On

BMC Helix Single Sign-On

BMC Helix Platform and applications

Version 20.08 and earlier

Version 21.02 and later

BMC Helix Platform

BMC Helix Chatbot

BMC Helix Virtual Agent


Support for Microsoft Internet Explorer version 11 is deprecated

As announced , support for Microsoft Internet Explorer version 11 is now deprecated. We encourage you to switch to other fully supported browsers listed for BMC Helix Innovation Studio in the  BMC Solution and Product Availability and Compatibility utility .

For a complete list of BMC products that no longer support Internet Explorer 11, see the  BMC Customer Support Communities page .


BMC Helix Innovation Suite for Service Management applications

Starting with version 21.02, Service Management applications run on a single environment named, BMC Helix Innovation Suite . With the new BMC Helix Innovation Suite, we bring together the capabilities of Action Request System and BMC Helix Innovation Studio .

As an Action Request System user, use the Action Request System components and clients. Leverage Service Management applications or build a custom application by using Developer Studio.

As a BMC Helix Innovation Studio user, use the the Service Management applications or build a custom application by using BMC Helix Innovation Studio. 

BMC Helix Innovation Suite provides:

  • A single-tenant common environment for Service Management applications.

  • A shared database between Action Request System and BMC Helix Innovation Studio.
  • A common Foundation data for applications that run on the BMC Helix Innovation Suite
  • The ability to interoperate between Action Request System and BMC Helix Innovation Studio. For example, you can call a process that is defined by using BMC Helix Innovation Studio in Action Request System. The process is called by triggering a filter written in Developer Studio.

For more information, see Product overview.


Leverage common Foundation data for Service Management applications

BMC Helix Innovation Suite supports common Foundation data that can be used by Service Management applications, such as BMC Helix Business Workflows, BMC Helix Virtual Agent, BMC Helix ITSM: Change Management, and so on. The common Foundation data creates a single data source for the Service Management applications.

There is no need to normalize application data and to perform Foundation data sync from BMC Helix ITSM to BMC Helix Innovation Studio applications.

For more information, see Setting up and modifying Foundation data by using Application Administration Console.

BMC Helix Innovation Suite supports following features for the common Foundation data:

  • Set up your Foundation data from Mid Tier
    Onboard Foundation data or load the data in bulk for the Service Management applications. Use the Mid Tier to build the Foundation data in your custom applications.

To learn more about Foundation data, see Setting up and modifying Foundation data by using Application Administration Console.

  • Create Operational Categorization Tier 4 
    Create and modify a Tier 4 for Operational Catalog data to allow BMC Helix Innovation Studio applications, such as BMC Helix Business Workflows, to continue by using this additional level of service category. For more information, see Configuring operational catalogs.
  • Create Domain tags
    Continue to support domain tags in Foundation data to identify it with a line of business in your application; for example, BMC Helix Business Workflows. For more information, see Filtering Foundation data by domain.
  • Introduce IS Personas

    Create and modify IS Personas to enable BMC Helix Innovation Studio applications, such as BMC Helix Business Workflows, to continue operating with functional roles and application-based roles. For more information, IS Persona overview.


Support for single instance of BMC Helix ITSM: Smart Reporting

BMC Helix Innovation Suite supports single instance of BMC Helix ITSM: Smart Reporting for both BMC Helix ITSM and BMC Helix Innovation Studio applications. Administrators can onboard users from the Customer Onboarding UI in the BMC Helix ITSM: Smart Reporting Administration console for the following Service Management applications:

  • BMC Helix CMDB
  • BMC Helix ITSM
  • BMC Service Request Management
  • BMC Service Level Management
  • BMC Helix ITSM: Smart IT
  • BMC Helix Virtual Agent
  • BMC Helix Business Workflows

Advantages of using a single instance of BMC Helix ITSM: Smart Reporting:

  • Creates a single data source for all Service Management applications.
  • Supports easier onboarding of users for multiple applications.
  • Avoids multiple configurations to access BMC Helix ITSM: Smart Reporting.
  • Eliminates the need to add redundant infrastructure.

For more information, see  Onboarding  in BMC Helix ITSM: Smart Reporting documentation. 


Multiple development layers to let you choose how your app works

BMC Helix Innovation Suite has two object layers, one for developing apps that are intended to be customized called the base layer and one for developing apps that can't be customized called the customization layer. Additionally the customization layer is used when customizing apps that reside in the base layer. When you customize an object, a copy of the object is created in the customization layer and then used in place of the original object that resides in the base.

The following development modes are available to select while you are developing:

  • (Default) Best Practices Customization(BPC) Mode
  • Base Development Mode


When developing in the Base Development Mode, objects are created in the base and can be customized. When developing in the BPC Mode, objects are created in the customization layer and can't be customized.

For more information, see Customization layer in BMC Helix Innovation Studio documentation.


Service Management plug-in to leverage BMC Helix Dashboards for Service Management applications

The Service Management plug-in integration with BMC Helix Dashboards enables to visually represent data from BMC Helix ITSM applications and BMC Helix Innovation Studio applications.

The Service Management plug-in integration with BMC Helix Dashboards offers the following benefits:

  • Provides database neutral query and functions.
  • Enforces permission model, such as row-level security while retrieving the data.
  • Retrieves data from the Vendor form.
  • Retrieves data that is encrypted by the AR System server in the database. 

To learn about leveraging BMC Helix Dashboards, see How BMC Dashboards facilitates the creation of interactive dashboards for your applications.


AR System Webhooks to support additional capabilities

AR System Webhooks are enhanced to support the following additional capabilities:

  • IMS authentication
    Use this authentication type when providing notifications and callback to applications that run on BMC Helix Portal.
  • Merge operation
    Define a webhook that triggers when you merge content of one form to another.
  • Return data from all fields listed in fieldlist
    Select the Send Unchanged Fields option on the AR System Webhook Registration form to return values from all fields specified in the fieldlist. If you do not select this option, the AR System Webhook returns data for the fields that are updated.
  • Use the record_id as a unique record identifier
    AR System webhook returns record_id(Field 379) in addition to an entry_id.
  • Custom JSON
    You can attach a custom JSON to send an additional response along with the regular webhook response on a call back URL.

For more information, see Adding AR System webhook to receive automatic notifications.


Sync BMC Helix ITSM users into BMC Helix Portal

You can request the BMC SaaS Operations to sync BMC Helix ITSM users into BMC Helix Portal. Syncing the BMC Helix ITSM users enables cross-product access and allows the users to authenticate into BMC Helix Portal with their existing credentials. BMC Helix Portal also supports cross-launch for the following products:

  • BMC Helix Digital Workplace 
  • BMC Digital Workplace Catalog
  • BMC Helix Innovation Suite


Ability to load settings from a specific server

The Longest running API/SQL tab of Remedy Management Console enables you to load settings from a specific server. You can then apply the settings to the entire server group or to a specific server in the server group.

For example, consider a server group of five servers. Server 1, Server 2, Server 3, Server 4, and Server 5. You can choose to apply the settings of Server 3 to the entire server group or only to Server 5.

For more information, see Gathering statistics about the longest running API and SQL commands.


Encrypt a character field by hashing the value in the field

As an administrator or an application business analyst, configure a character field to encrypt data entered in that field. This is done by using the hashing mechanism. Hashing provides an additional level of security by ensuring that any crucial, highly confidential information is entered and stored in an encrypted format.

For more information, see Encrypting values in a character field.


Ability to send alert and email notifications to users

As an administrator, configure notifications to send alerts and email notifications to users when events occur.

For more information, see Configuring notifications for people records.


Create and update record instances with multiple security labels in a single action in BMC Helix Innovation Studio

As an administrator or an application business analyst, use just one element to add multiple security labels and add all the necessary permissions, roles, functional roles while creating or updating records. You no longer need to use multiple Set Security Label and Remove Security Label elements to add and remove multiple security labels in a process.

For more information, see Providing access to record instances by defining security labels .





Synchronize BMC Helix ITSM: Knowledge Management articles with ComAround knowledge

Boost your knowledge base with an extensive Article-Pack in ComAround that supports service desk agents and customers that use software from Microsoft, Google, Adobe, and Zoom. End users can benefit from the ComAround democratized knowledge authoring that increases knowledge quality and higher search relevancy. The enhanced cognitive and natural language processing search capabilities find the most relevant knowledge article for the end users.

As an administrator, you continue to create, edit, and update articles in BMC Helix ITSM: Knowledge Management.

For more information, see Setting up ComAround knowledge in an application .


Additional locale support provided by real-time language translation

Use real-time translation to localize chatbot conversation in languages that are unsupported by BMC Helix Innovation Studio, but are supported by translation providers such as Google Cloud Translation Services or Microsoft Azure Translator Speech API. The image shows how how you can interact with a chatbot in Hindi, one of the unsupported languages of BMC Helix Innovation Studio, by using real-time translation.

For more information, see  Enabling real-time translation for an application .


What else changed in this release

From this release, note the following significant changes in the product behavior:

UpdateProduct behavior in versions earlier than 21.02Product behavior from version 21.02

Update to selecting approvers while configuring general approval flows

When you configure a general approval flow, you can select approvers by filtering specific approvers from functional roles, primary organizations, business units, departments, support groups, and people or define a qualification or both.

When you configure a general approval flow, you can select approvers by filtering specific approvers from functional roles, company, people, or from the list of the fields on the record definition in the Available Approvers list.

This enables you to narrow your selection by limiting the approvers and not select the entire group or organization.

For more information, see Configuring approval flows.

Support for cross launch from BMC Helix ITSM: Smart Reporting to BMC Helix Virtual Agent and BMC Helix Business Workflows.

You can cross launch from BMC Helix ITSM: Smart Reporting to Mid Tier only.

You can cross launch from BMC Helix ITSM: Smart Reporting to the following applications:

  • Mid Tier
  • BMC Helix Virtual Agent
  • BMC Helix Business Workflows

For more information, see  Sharing reports with external users via email .

Removal of Developer IDWhen you create a Bundle project using archetype, a Developer ID is assigned to the smart bundle by the archetype.
Every definition deployed with the smart bundle has a Developer ID property which is used to identify the organization that creates the definition.

BMC Helix Innovation Suite uses the Developer ID only as a namespace. You can set it on any server. Also, you can modify objects created by other developers.

Removal of server instance typeSeparate environments such as development or tailoring environment, test environment, and production environments are available for promoting an install package.

There is no difference between production, development, tailoring, and QA environment.

No separate environments are available out-of-the-box for promoting an install package.

Assign application licenses by using the Add or Remove license form in Mid TierAn administrator uses the License Users page to assign application licenses.

An administrator can assign application licenses by using the Add or Remove license form through Mid Tier. For more information, see  Adding or removing licenses in AR System documentation.

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