21.02 enhancements
Review the BMC Helix ITSM 21.02 enhancements for features that will benefit your organization and to understand changes that might impact your users.
The following video (4:01) provides a summary of some of the new features and enhancements in BMC Helix ITSM version 21.02.
BMC Helix ITSM: Smart IT enhancements
Progressive Web App screens for six more ticket types
To offer a customizable dynamic modern UX that exactly fits your needs, the support for Progressive Web App (PWA) screens has been extended to the following ticket types in Smart IT:
PWA screens are already available for Incidents and Work Orders. See Enabling the Progressive Web Application screens.
To learn how you can customize these screens in Developer Studio, see AR System 21.02 enhancements.
BMC Helix ITSM extends Russian language support and adds Polish language support
BMC Helix ITSM solution now supports Russian and Polish localization as a part of the standard SaaS setup. Learn more about Supported languages and locales.
BMC Helix ITSM enhancements
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 CMDB | BMC Helix CMDB |
Remedy with Smart IT | BMC Helix ITSM: Smart IT |
Remedy Smart Reporting | BMC Helix ITSM: Smart Reporting |
Remedy Change Management | BMC Helix ITSM: Change Management |
Remedy Knowledge Management | BMC Helix ITSM: Knowledge Management |
Remedy Asset Management | |
Remedy Service Desk | |
Remedy Single Sign-On |
Product name changes in Remedy platform and Remedy ITSM 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.
For information on product name changes in BMC Helix Platform and applications, see
BMC Helix Innovation Studio enhancements
.
Identify problems proactively by leveraging machine learning
Leverage the power of machine learning to detect high-value clusters of recurring incidents and initiate the otherwise expensive and cumbersome process of problem investigation.
BMC Helix ITSM Insights enables problem coordinators to:
- Automate the identification of recurring incidents by applying Natural Language Processing (NLP) and AI clustering to open text fields
- Analyze incident data to identify the most valuable incident clusters for root cause analysis and incident reduction
- Transition to formal Problem Management seamlessly, thus reducing the effort for incident analysis and problem creation
For more information, see Determining areas for problem investigation.
Identify and track multiple incidents for the same issue
Identifying incidents that reflect the same acute issue is difficult for Service Desk managers and agents as manual reviews are needed and there is no easy way to see the trending issues.
With the Real-time incident correlation workspace in BMC Helix ITSM Insights, Service Desk managers can
- View the trending issues or hot spots in real time
- Identify and track incidents related to same issue with the help of an improved AI-based algorithm
- Relate incidents as duplicates to streamline incident management and reduce duplicate work
- Identify the probable cause and restore the service quickly
For additional information, see Identifying and correlating incidents that refer to the same issue.
Launch Probable Cause Analysis from incidents
Launch the Probable Cause Analysis (PCA) functionality in BMC Helix Service Monitoring (Powered by AIOps)directly from the PWA (Progressive Web Application) incident screen to determine the most likely causes of the incidents that you are working on.
Incident Management users (with entitlement to use BMC Helix Service Monitoring (Powered by AIOps)) can use Probable Cause Analysis to:
Analyze operations and service management data including events, changes and incidents
- Restore the service faster by reducing the time to identify cause of incidents
For additional information, see:
-
Explore probable causes for an incidents
(Smart IT documentation)
-
Probable cause analysis (PCA)
(BMC Helix Service Monitoring (Powered by AIOps) documentation)
Enhanced documentation
We have completely restructured and edited the BMC Helix ITSM documentation spaces to help you find the required content with fewer clicks. Here is what we have done to improve your experience with BMC documentation.
- Merged many smaller topics into parent topics to reduce the total number of topics by 60%. The useful content is no longer too deep in the navigation hierarchy.
- Redesigned the Home pages and landing pages.
- Changed the topic names based on the use case and added better cross-references.
- Added many new and updated graphics and videos.
- Added the processes and best practice recommendations from the Service Management Process Model (SMPM).
For the links to some of the old popular pages, see FAQs.
BMC Helix ITSM: Smart Reporting enhancements
BMC Helix ITSM: Smart Reporting on BMC Helix Innovation Suite
BMC Helix ITSM: Smart Reporting is now available on BMC Helix Innovation Suite. BMC Helix ITSM: Smart Reporting serves as a single reporting application for both, Service Management and BMC Helix Innovation Studio applications. In addition to Service Management applications, an administrator can perform the following actions in BMC Helix ITSM: Smart Reporting forBMC Helix Innovation Studio applications such as BMC Helix Virtual Agent and BMC Helix Business Workflows:
Onboard users and import content.
Perform reverse cross-launch to BMC Helix Innovation Studio applications. For more information, see Configuring settings to cross-launch reports.
Access reporting content for BMC Helix Innovation Studio from BMC Helix ITSM: Smart Reporting Admin Console.
Important
BMC Helix ITSM: Smart Reporting is not available for reporting on BMC Digital Workplace .
For more information on the convergence of the platform, see
AR System enhancements
in the Action Request System documentation.
BMC Helix CMDB enhancements
CMDB Explorer optimizations
CMDB Portal provides the following enhancements for better view and management of CIs from CMDB Explorer:
- Locate CIs - Search for a CI by entering the CI name in the Locate CIs field in the CMDB Explorer.
- Remove CIs - Use Select Mode to select a CI and remove it from the Explorer view.
Layout - Use the Layout toggle key to switch between Linear view and Curve view of the relationships between CIs in CMDB Explorer.
For more information about simplifying the CMDB Explorer view, see Searching and viewing CIs and relationships in CMDB Explorer.
Edit standard identification and merge rules
CMDB Portal offers the ability to edit the standard rules for identification and merge activities that are available by default. It is easier to manage the standard reconciliation jobs that have Identify and Merge activities by changing the standard rules instead of creating custom rules and custom reconciliation jobs.
For more information about editing the standard rules, see:
View and cancel queued jobs in reconciliation
From BMC Helix CMDB 21.02, the jobs that are stuck in queue are displayed on the reconciliation page in the Queued tab. You no longer need to access the queued jobs by using backend forms. You can view and cancel the jobs from the queue from the CMDB Portal. For more information about queued jobs, see Monitoring a reconciliation job.
New launch point in CMDB Portal for accessing Adobe Flash-based CMDB components
If you are using a browser that supports Adobe Flash, you can still access the Flash-based BMC Helix CMDB components from CMDB Portal. For more information about accessing the components in Flash-based UI, see Accessing components of BMC Atrium Core Console.
View audit history for related classes
After you make any changes to a CI, you can view the audit history for that class and for all the related classes. You can use the Include related records check box to view the audit history for the related records.
For more information about viewing audit history, see Viewing the history of changes to a CI.
Action Request System enhancements
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The page ars2102:21.02 enhancements was not found -- Please check/update the page name used in the MultiExcerpt-Include macro
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The page ars2102:21.02 enhancements was not found -- Please check/update the page name used in the MultiExcerpt-Include macro
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BMC Helix Single Sign-On enhancements
Ability to lock a local user account after unsuccessful login
A BMC Helix SSO administrator can enable account lockout if a local user enters incorrect credentials. As a BMC Helix SSO administrator, you can configure the lockout threshold and lockout interval. The locked user can be unlocked by the BMC Helix SSO administrator or automatically. For more information, see Managing local users and passwords.
Ability to force local users to reset password
As a BMC Helix SSO administrator, you can force local users to reset their password after they successfully log in to the BMC application integrated with BMC Helix SSO. For more information, see Managing local users and passwords.
What else changed in this release
The following sections list the changes in the product behavior of different BMC Helix ITSM components.:
What else changed in BMC Helix ITSM: Smart IT
Update | Product behavior in versions earlier than 21.02 | Product behavior in version 21.02 |
---|---|---|
Workspaces menu in the Smart IT menu bar | This option is not present. | Users with appropriate permissions can access the Workspaces list in the Smart IT menu bar. From this list, you can launch the Proactive problem management and Real-time incident correlation functionality provided by BMC Helix ITSM Insights. For more information, see:
Users can access the Workspaces list in Smart IT only when the following conditions are met:
|
View probable causes or an incident | This option is not present. | To understand the probable causes of an incident, you can launch BMC Helix Service Monitoring (Powered by AIOps) directly from PWA incident screen. By launching PCA, you can get more insights about status of associated services and probable events which might have caused this incident. For more information, see Creating a ticket from the Create New menu. |
New configuration parameter: | This configuration parameter is not present. | You can configure this parameter to enable the integration of BMC Helix Service Monitoring (Powered by AIOps) with Smart IT. For more information, see Centralized configuration. |
New configuration parameter: Helix-Portal-URL | This configuration parameter is not present. | You can configure this parameter to specify the Identity Management System (IMS) server base URL to be used for authentication. For more information, see Centralized configuration. |
New configuration parameter: Helix-Portal-Tenant-Id | This configuration parameter is not present. | You can configure this parameter to specify the BMC Helix Portal tenant ID to be used for authentication and integration. For more information, see Centralized configuration. |
New configuration parameter:innovation_suite.base.url | This configuration parameter is not present. | This parameter is used to specify the server base BMC Helix Innovation Suite URL to be used for authentication and integration. For more information, see Centralized configuration. |
New error message in the login page of Smart IT | In an environment where BMC Helix Single Sign-On has been integrated, if you log in to Smart IT with a demo user credential, instead of displaying an error message, it displays a spinning wheel. | In an environment where BMC Helix Single Sign-Onhas been integrated, if you log in to Smart IT with a demo user credential, the following error message is displayed:
Important: If you want to navigate to the login page of Smart IT, you should clear the cache of the browser. |
Default value of the following configuration parameter: explicitStatsRefresh | The default value is false. | For fresh installation, the the default value is true. For more information, see Centralized configuration. |
Support for Internet Explorer version 11 is deprecated | Smart IT supports Internet Explorer 11. | As
announced
For a complete list of BMC products that no longer support Internet Explorer 11, see the
BMC Customer Support Communities page
|
(Google Chrome browser version 80 and later) No support for active links that run on | When you click the browser close button, the current window or all open browser windows are closed. | With Google Chrome version 80 and later, the active links that run on the Set the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration to For more information about the Execute-Window-Close-Undisplay-Activelinks parameter, see
Execute-Window-Close-Undisplay-Activelinks
(Default) When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
For information about the list of modified active links, see
List of active links modified in 21.02
|
What else changed in BMC Helix ITSM
Update | Product behavior in versions earlier than 21.02 | Product behavior in version 21.02 |
---|---|---|
Support for Internet Explorer version 11 is deprecated | BMC Helix ITSM supports Internet Explorer 11. | As
announced
For a complete list of BMC products that no longer support Internet Explorer 11, see the
BMC Customer Support Communities page
|
(Google Chrome browser version 80 and later) No support for active links that run on
| When you click the browser close button, the current window or all open browser windows are closed. |
With Google Chrome version 80 and later, the active links that run on the Set the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration to For more information about the Execute-Window-Close-Undisplay-Activelinks parameter, see
Execute-Window-Close-Undisplay-Activelinks
(Default) When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
For information about the list of modified active links, see
List of active links modified in 21.02
|
What else changed in BMC Helix ITSM: Smart Reporting
Update | Product behavior in versions earlier than 21.02 | Product behavior in version 21.02 |
---|---|---|
Ability to view and manage all content, including private content created by other users. | You can view the private content created by other users only if you are given access to it. | You can view and manage all content, including private content created by other users. For this, a super administrator must assign the Super Content User function to your role. For more information, see Granting Content Super User permission to access and manage all content. |
BMC Helix ITSM: Smart Reportinglog file changed from log4j.properties to log4j2.xml. | You can view and manage the BMC Helix ITSM: Smart Reporting logs in the log4j.properties file. | You can view and manage the BMC Helix ITSM: Smart Reporting logs in the new log4j2.xml file. For more information, see Configuring Smart Reporting log settings. |
Support for Internet Explorer version 11 is deprecated. | BMC Helix ITSM: Smart Reportingsupports Internet Explorer version 11. | As
announced
For a complete list of BMC products that no longer support Internet Explorer 11, see the
BMC Customer Support Communities page
|
(Google Chrome browser version 80 and later) No support for active links that run on | When you click the browser close button, the current window or all open browser windows are closed. | With Google Chrome version 80 and later, the active links that run on the Set the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration to For more information about the Execute-Window-Close-Undisplay-Activelinks parameter, see
Execute-Window-Close-Undisplay-Activelinks
(Default) When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
For information about the list of modified active links, see
List of active links modified in 21.02
|
What else changed in BMC Helix CMDB
Update | Product behavior in versions earlier than 21.02 | Product behavior in version 21.02 |
---|---|---|
Dataset configurations for normalization | You cannot disable normalization for a dataset. You must define the appropriate normalization job settings in the Normalization configurations for all datasets in Core configurations and on the normalization job creation page in CMDB Portal. | You can enable or disable normalization for specific datasets by using the Enable normalization option in Normalization mode. For more information about normalization modes for datasets, see Configuring normalization settings for datasets. |
Reconciliation jobs with missing job definitions | You must investigate every job to understand if there are any errors in the reconciliation job definitions. | If there are jobs with missing or incorrect information, the reconciliation page displays a message with a link to the list of such jobs. The following image shows the message with a link to the list of jobs that appears on the reconciliation page: For information about troubleshooting the jobs with missing job definitions, see Troubleshooting Reconciliation Engine jobs that do not start or finish. |
CMDB Explorer | You cannot specify the hierarchy levels for CIs that are displayed in CMDB Explorer | From the CMDB UI Preferences tab in Configurations, you can customize the CMDB Explorer view by configuring the following parameters:
For more information about configuring the CMDB Explorer view, see Searching and viewing CIs and relationships in CMDB Explorer |
Audit | You cannot view the CI changes that affect related classes. | From the CMDB UI Preferences tab in Configurations, you can set the default view for viewing the audit history of related classes. For more information about audit history of related classes, see Viewing the history of changes to a CI. |
Support for Internet Explorer version 11 is deprecated | BMC Helix CMDB supports Internet Explorer version 11. | As
announced
For a complete list of BMC products that no longer support Internet Explorer 11, see the
BMC Customer Support Communities page
|
Append to lists option in custom merge precedence rules | The source dataset with highest precedence value overwrites the value in production dataset. | Use the Append to lists feature while configuring the merge precedence rules. You can specify whether the the value from the source dataset with the highest precedence appends to or overwrites the value in the production dataset. For more information about merge precedence rules, see Creating precedence sets and associations for reconciliation merge activities. |
(Google Chrome browser version 80 and later) No support for active links that run on | When you click the browser close button, the current window or all open browser windows are closed. | With Google Chrome version 80 and later, the active links that run on the Set the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration to For more information about the Execute-Window-Close-Undisplay-Activelinks parameter, see
Execute-Window-Close-Undisplay-Activelinks
(Default) When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to
For information about the list of modified active links, see
List of active links modified in 21.02
|
What else changed in Action Request System
The page ars2102:21.02 enhancements was not found -- Please check/update the page name used in the MultiExcerpt-Include macroWhat else changed in BMC Helix Single Sign-On
Update | Product behavior in versions earlier than 21.02 | Product behavior in version 21.02 |
---|---|---|
Enhanced security for the BMC Helix SSO server. | Secure cookie was disabled by default. | Secure cookie is enabled by default; see Configuring settings for the BMC Helix SSO server. |
A configurable option to allow a SAML session to finish simultaneously with the BMC Helix SSO session. | For the SAML authentication type, the session remained active even after the BMC Helix SSO session was over. | Option to end a SAML and BMC Helix SSO sessions simultaneously is enabled by default. For details, see |
Description field is available for the Preauthentication value of the Authentication type. | No Description field was present for the Preauthentication value of the Authentication type. | Description field is displayed on the Preauthentication form by default; see Configuring preauthentication. |
Ability to set custom time-out values for tokens. | Token time-outs were set according to Auth global access by default. | Time-out for tokens is configurable; see Configuring OAuth 2.0. |
Ability to perform authenticated sessions between applications in different security domains. | Usage of several applications was restricted to those that have one common domain. | Authentication is available in several applications that have different domains. |
Deprecation of support for Microsoft Internet Explorer 11. | BMC Helix SSO supported Microsoft Internet Explorer 11. | 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 SSO in the
BMC Solution and Product Availability and Compatibility utility
|
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