BMC Helix ITSM 21.02
Learn what’s new or changed for BMC Helix ITSM, including new features, urgent issues, documentation updates, and fixes or patches.
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|March 17, 2021||21.02 enhancements|
Enhancements to BMC Helix ITSM are:
Enhancements to BMC Helix ITSM: Smart IT (Smart IT) are:
Enhancements to BMC Helix ITSM: Smart Reporting are:
As an end user, access the BMC Helix ITSM applications and navigate the interface.
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
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 ITSMthrough Advanced Interface Forms or SOAP web services.
As a developer, customize BMC Helix ITSM.
Resolve common issues or errors, review logs, or contact Support.
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 access||Roles and permissions|
|Adding miscellaneous company information|
In AR System documentation
|Support group configuration for assignments|
In AR System documentation
In AR System documentation:
|BMC Remedy ITSM notification events||BMC Helix ITSM notification events|
|Using web services|
|Configuring Web Services||Registering the BMC Helix ITSM web service|
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.
After upgrading, newly created records follow the enhanced data access model. For details, see the Access control for ticket data.
AR Server automatically updates the parent field values for all the records in the system. This is done in the background and 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 ex parent (Service Desk) and its parent groups can no more access the data of Backoffice Support.
- The new parent (Change Management) can access the data of the child group (Backoffice Support).
Approvers should always approve a request from the Approval Central. For approving a request from application record, approvers must have row level access to that request else the request is not visible to approvers.
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
- 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
- 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