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.

With the BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage the IT Service Management requests and functions of your organization. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations.

Release notes and notices
updated 05 May

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


To stay informed of changes to this space, place a watch on this page.

Related topics

Known and corrected issues

AR System release notes

BMC Helix CMDB release notes

Smart IT release notes

Change Management release notes

Asset Management release notes

Knowledge Management release notes

Smart Reporting release notes

Service Desk release notes

BMC Service Level Management release notes

BMC Service Request Management release notes

BMC Helix Single Sign-On release notes

May 4, 202121.02.01: Patch 1

This patch release includes fixes and updates in BMC Helix Innovation Suite and defect fixes for Smart IT.

March 17, 202121.02 enhancements

Enhancements to BMC Helix ITSM are:

  • Product name changes in Remedy platform and Remedy ITSM applications
  • Identifying problems proactively by leveraging machine learning
  • Identifying and tracking multiple incidents for the same situation
  • Enhanced documentation

Enhancements to BMC Helix ITSM: Smart IT (Smart IT) are:

  • Progressive Web App screens for six more ticket types
  • BMC Helix ITSM extends Russian language support and adds Polish language support
  • Product name change for Remedy Smart IT

Enhancements to BMC Helix ITSM: Smart Reporting are:

  • BMC Helix ITSM: Smart Reporting is now available on a Converged Service Management Platform.
  • Users can view and manage private content created by other users.



As an end user, access the BMC Helix ITSM applications and navigate the interface.

Using reports and flashboards


BMC Helix ITSM of applications provides a variety of tools for collecting, tracking, and monitoring data by using reports and flashboards.



Use the planning information for resources, processes, and activities for BMC Helix ITSM.

Onboarding and implementing


As an administrator, you need to configure the BMC Helix ITSM  after installation.



As an administrator, manage and maintain BMC Helix ITSM after it is installed and ensure that it is available to end users.



As an administrator, workflow developer, or consultant, extended and customize BMC Helix ITSM through Advanced Interface Forms or SOAP web services.



As a developer, customize BMC Helix ITSM.



Resolve common issues or errors, review logs, or contact Support.


Knowledge Base



PDFs and videos

Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix ITSM  product.

 Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of 8 most popular topics in the earlier versions of BMC Helix ITSM  and where you can find them in the restructured documentation space.

Old topic title

Where you can the information now

Smart IT overview

Getting started with Smart IT
Permission groups and application accessRoles and permissions
Adding miscellaneous company information

Creating companies In AR System documentation

Support group configuration for assignments

Configuring support group assignments In AR System documentation

Data Management

In AR System documentation:

  • Loading Foundation data by using Data Management
  • Setting up group notifications
BMC Remedy ITSM notification eventsBMC Helix ITSM notification events
Using web services
Configuring Web ServicesRegistering the BMC Helix ITSM web service

 After upgrading, does my existing ticket data get updated?

No. Your existing ticket data remains as is and continues to use the old company-based permissions. For details, see Access control for ticket data.

 Post upgrade, how does the access to newly created records work?

After upgrading, newly created records follow the enhanced data access model. For details, see the Access control for ticket data

 What happens to the permissions when I change the parent group of a child group?

AR Server automatically updates the parent field values for all the records in the system. This update is done in the background and the time taken depends on the volume of data.

For example, Service Desk is the parent of Backoffice Support. If you change the parent of Backoffice Support to Change Management:

  • The previous parent (Service Desk) and its parent groups can no longer access the data of Backoffice Support.
  • The new parent (Change Management) can access the data of the child group (Backoffice Support).

 How do approvers approve a change request if they are not members of the support groups mentioned in a change request?

If an approver is not a member of the support groups mentioned in a change request, the request is not visible in an application record. In this case, approvers should always approve a request from the Approval Central.

 I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.

Related spaces
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