This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

21.05 enhancements

Review the BMC Helix ITSM 21.05 enhancements for features that will benefit your organization and to understand changes that might impact your users.

The following video (3:36) provides a summary of some of the new features and enhancements in BMC Helix ITSM version 21.05.

 https://youtu.be/od6CiPApaXU


Related topics

Known and corrected issues

Release notes and notices

Downloading the installation files Open link

BMC Helix ITSM: Smart IT enhancements

Progressive Web App screens for change

To offer a customizable dynamic modern UX that exactly fits your needs, the support for Progressive Web App (PWA) screens has been extended to change requests.

PWA screens are already available for work orders, incidents, assets, broadcasts, problem investigations, and tasks. For more information, see Progressive Web Application screens.

To learn how you can customize these screens in Developer Studio, see Adding custom fields to the Change view.



Progressive Web App screens enabled by default

As a user with the new Progressive Views Config permissions, you can now enable or disable Progressive Views by using the Application Administration Console.

For more information, see Enabling the Progressive Web Application screens.




BMC Helix ITSM enhancements


(Version 21.05.02 and later) Container deployment of BMC Helix Innovation Suite

Perform container deployment of BMC Helix Innovation Suite and Service Management applications in your on-premises environment. This method of deployment offers:

  • Simplified on-premises deployment process with reduced effort as compared to the deployment by using installers.
  • Less resource consumption, offering better resource scalability.
  • Ability to consume cloud-based applications such as, BMC Helix Multi-Cloud Broker, BMC Digital Workplace.
  • Improved security that offers ability to isolate applications from the host and other applications.

For more information, see  21.05 Patches Open link  in BMC Helix Innovation Suite Deployment documentation.



Customize the heat map by configuring the number of clusters

As an administrator, configure the default number of clusters that users can see in the heat map. Increase or decrease the number of clusters as per your requirement. Learn more:



Relate incidents to existing problem investigations

Proactive problem management just got better! Get insights about the problem investigations that are related to incidents in a cluster. Create additional relationships between the incidents and the existing problem investigations with a few clicks. For more information, see Managing clusters.



View and manage incident relationships

To help you identify and correlate incidents that refer to the same issue, ITSM Insights displays the relationship of incidents if an incident is the parent or duplicate of another incident. You can also manage the relationship between incidents.

For more information, see Identifying clusters of incoming incidents





BMC Helix CMDB enhancements


Identify CIs against multiple datasets

Identify CIs against multiple datasets in the Identify activity in a reconciliation job to avoid creating duplicate CIs in the production dataset.

For more information about identifying CIs against multiple datasets in CMDB Portal, see Configuring reconciliation identification rules.



Export reconciliation job definitions

Use the Reconciliation Job Export utility to migrate job definitions between different environments.

For more information about using the utility, see Exporting reconciliation job definitions.





Action Request System enhancements



Integrate BMC Helix Innovation Studio applications with third-party applications through BMC Helix iPaaS, powered by Jitterbit

Integrate out-of-the-box and custom applications with other external applications by using BMC Helix iPaaS, powered by Jitterbit. Reuse the BMC Helix iPaaS Jitterbit APIs in the business processes of your applications without having to rebuild an integration for each application. For more information, see Integrating BMC Helix Innovation Studio applications with third-party applications by using BMC Helix iPaaS, powered by Jitterbit Open link .



Improve search results in an application by using Elasticsearch

Leverage Elasticsearch for Full-Text Search ( FTS ) to improve the performance and scalability of search. By offloading Full-Text Search to Elasticsearch, the Action Request System server will no longer need to perform the search and improve the overall system performance.

For more information, see Configuring Elasticsearch.



Automate tasks performed in third-party systems

Connect your application with third-party systems and automate routine tasks performed in the third-party systems by using the following capabilities in BMC Helix Innovation Studio :

Automate routine tasks by using Blue Prism RPA processes

Use the Run Blue Prism Process element to seamlessly integrate your application with Blue Prism and use a Blue Prism (Robotic Process Automation) RPA process to automate routine and repetitive tasks.

For more information, see Automating tasks by using Blue Prism processes Open link .

Use data lookups to specify inputs to create a virtual machine in Microsoft Azure

Use data lookups and Azure Resource Graph queries to provide inputs to a 

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service request for virtual machine creation in Azure. Data lookups help users to easily select a value from the list of available values.

For more information, see Automating the creation of virtual machines and storage accounts Open link .

Use Automation Anywhere callbacks to receive real-time event notifications

Use webhook callbacks from Automation Anywhere to receive notifications about an RPA bot execution. You can use these notifications in a process with Run Automation Anywhere Bot element to perform the following actions:

  • Trigger specific rules or processes
  • Know the bot execution status
  • Notify users on completion of a task

For more information, see Automating tasks by using the RPA Automation element Open link .



Properties added in Developer Studio to support progressive views

Developer Studio provides additional properties to create the following elements in PWA:

  • Tooltips for various fields
  • Surveys
  • Rich text fields with editors
  • Multiple selection lists
  • Enhanced filters for search
  • Table lists with various options

For more information, see Field Properties.



Create a survey questionnaire

Use the Survey Component field in Developer Studio to create a survey questionnaire to ask questions to users and record their responses. For example, such questionnaires are useful to calculate the risks associated with change requests. Use the Component Definition, Qualification Field ID, Parent Entity ID, Display As Text, Question Font, and Answer Font properties to create a survey component.

Learn how to create a survey questionnaire at Creating a survey questionnaire.





BMC Helix Single Sign-On enhancements


Enhanced single logout (Version 21.05 and later)

You can enable single logout so that when end users log out of one BMC application, they are automatically logged out of all other applications in the Remedy SSO server. Learn how to configure the Redis server to enable single logout in Configuring general settings for a realm.



Ability to lock a local user account after unsuccessful login (Version 21.02 and later)

You can enable account lockout if a local user enters incorrect credentials. You can also configure the lockout threshold and lockout interval of the user account. The locked user's account can be unlocked by the BMC Helix SSO administrator or automatically by the system. 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

UpdateProduct behavior in versions earlier than 21.05Product behavior in version 21.05

Access to BMC Helix Dashboards from Smart IT

You cannot access BMC Helix Dashboards from Smart IT.

You can access BMC Helix Dashboards from Smart IT:


To get Helix Dashboards option in the menu, you must configure helixdashboard.url configuration parameter in Centralized configuration.

CI Search

You could search for CIs by using the following search criteria, which might have resulted in performance issues:

  • % (wildcard)
  • _ (wildcard)
  • Blanks
  • Search criteria that has less than 3 letters


When you search for CIs from an asset or any ticket type, you cannot enter the following search criteria. This change avoids performance issues by limiting the number of CIs that are displayed.

  • % (wildcard)
  • _ (wildcard)
  • Blanks
  • Search criteria that have less than 3 letters


Filters for all Progressive Web App ticket types

When you added one or more filters for any Progressive Web App ticket types, the filters were not displayed on the ticket screen.

When you add one or more filters for any Progressive Web App ticket types, the filters are displayed under the active link on the Activity tab.

When you click on the icon, the filters are removed.

Configuration Item (CI)The options in Primary Capability drop-down menu appears with chunking capability.Static options are displayed in Primary Capability drop-down menu.
Chat icon for the person profile

When you logged in to the Progressive Web App enabled Smart IT, and clicked on My profile for the logged in user, the Chat icon was displayed.

When you log in to the Progressive Web App enabled Smart IT, and click on My profile for the logged in user, the Chat icon is not displayed.
CCS: X-FRAME-OPTIONS

The default setting for this parameter denies Cross-Frame Scripting (XFS) through an iFrame. 

On the Mid-Tier server in the web.xml file, you can set the value to SAMEORIGIN, which allows only the current site to frame the content. If you set ALLOW-FROM uri, it will allow the specified uri to frame the page. 

In version 21.05, this setting has been deprecated as ALLOW-FROM <uri> is obsolete in modern browsers. 

If the midtier.base.url parameter is set correctly, then by default, Smart IT populates the frame-ancestors directive in the content security policy as self <midtier.base.url>.

<midtier.base.url> = Value in the midtier.base.url parameter

The smartItCsp_frame-ancestors_900 parameter has been introduced to hold a value from X-FRAME-OPTIONS ALLOW-FROM uri during upgrades. By default, this parameter holds no value.

What else changed in BMC Helix ITSM

UpdateProduct behavior in versions earlier than 21.05Product behavior in version 21.05
Archiving CI associations to ticketsWhen you archive any ticket data, the relationship data between CIs and the archived ticket is not archived. For example, if CI Server X relates to Incident A, and you archive Incident A, only Incident A is archived. The relationship data between Incident A and CIs is not archived. If the relationship data increases in volume, it can affect the performance of the application when you access the relationship data.When you archive any ticket data, both the ticket data and the relationship data of the CIs are archived. For example, if CI Server X relates to Incident A, and you archive Incident A, its relationship data with CI Server X is also archived.
Adding a new 2015 bundled license to an existing 2015 bundled license

When you created a user with a 2015 bundled license by using the CTM:People form and clicked Add Bundle to add the new 2015 bundled license, the following error message was displayed:

Multiple Licenses of Pricing Model -2015 is not allowed. (ARERR 51075)

To add the new bundled license, when you clicked Remove Bundle to remove the existing bundled license, the following error message was displayed:

Minimum 1 bundle is required for License Type 'Bundled' (ARERR 51078)

You then had to change the License Type to Read or some other license type to add the new bundled license.

Additionally, after you removed the existing bundled license, the application permissions related to that bundle were also removed. So even though the new bundled license was added, the application permissions were removed.

When you create a user with a 2015 bundled license by using the CTM:People form and click Add Bundle to add the new 2015 bundled license, a confirmation message is displayed, the existing bundled license is removed, and a new bundled license is added without any error message.

Additionally, the common permissions related to the old and new bundled licenses and the new bundled license permissions are retained and the permissions of the old bundled license are removed.

Changing the license type from bundled license to fixed or floating license

When you changed the license type from bundled license to fixed or floating license, the following message was displayed:

License Type has been changed. Please Save the Record after deleting all Bundles (ARWARN 10000).

Additionally, the permissions that were a part of the bundled license were also removed.

When you change the license type from bundled license to fixed or floating license, the following message is displayed:

License Type has been changed. Please Save the Record after deleting all Bundles (ARWARN 10000).

Additionally, the permissions that are a part of the bundled license are retained with license type displayed as Fixed or Floating.

Important: If you exceed the maximum number of fixed or floating licenses available for use, the application permissions are removed.

What else changed in BMC Helix ITSM: Smart Reporting

Update

Product behavior in versions earlier than 21.05Product behavior in version 21.05
Support for Daylight Saving Time through a report query for generating reports that account for Daylight Saving Time changes.You cannot consider Daylight Saving Time while generating reports.

While generating reports, you can consider Daylight Saving Time by doing either or both of the following:

  • Setting a CCS parameter in AR System server . For more information, see the Ignore-DST-Handling parameter in  Centralized configuration Open link  .
  • Passing an additional parameter in the report query through advanced authoring. For more information, see Consider or ignore Daylight Saving Time in a report query.

What else changed in BMC Helix CMDB

UpdateProduct behavior in versions earlier than 21.05Product behavior in version 21.05

Add relationships in CMDB Explorer

Every time that you related two CIs, you had to select the type of relationship from the Select relationship drop-down list.

You select a relationship type the first time and continue to relate two CIs without having to select the relationship type.

For more information about adding relationships, see Adding a relationship between CIs.

CMDB UtilitiesHelix Subscribers could not access CMDB Utilities from BMC Electronic Product Distribution (EPD) site.

Access the download location to CMDB Utilities from CMDB Portal.


See Working with CMDB utilities.

isVirtual Mapper utility

After upgrading, you had to manually move existing data from the isVirtual_old attribute to the isVirtual attribute or re-sync BMC Discovery with CMDB.

After upgrading, run the isVirtual Mapper utility to move all the data from the isVirtual_old attribute to the isVirtual attribute.

For more information, see Moving data from isVirtual_old attribute to isVirtual attribute.

Update API JAR filesThe custom applications that use the NE and NOE APIs were compatible with any version of the API JAR files.

If your custom applications use NE and NOE APIs, upgrade the API JAR files for these APIs.

AR System server does not to allow attachments without an extension. This impacts the custom applications that use the NE and NOE APIs. To resolve this issue, you must upgrade the API JAR files.

For more information about upgrading the API JAR files, see Issues and error messages in CMDB Portal and solutions.

Product name change for BMC CMDB

CMDB user interface displayed the product name as BMC CMDB.

BMC CMDB is renamed to BMC Helix CMDB, and this change is reflected in the CMDB user interface.

What else changed in Action Request System

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 21.05Product behavior in version 21.05
Technology upgrade for generating the cognitive consumption reportsAdministrators can view the cognitive service consumption reports.Administrators cannot view the cognitive service consumption reports temporarily until BMC Helix Virtual Agent version 21.05.01 is released.
Process commands for progressive viewsSome process commands were not available for PWA.The following commands are available for PWA:
  • Application-Command Approval
    Provide variable values for the Parameterized Get Next Approver rule.
  • PERFORM-ACTION-OPEN-ATTACHMENT
    Provide users with previews of attachments.
  • PERFORM-ACTION-TABLE-ROW-SELECTION-MODE
    Switch table selection modes.
  • PERFORM-ACTION-FETCH-SURVEY-DATA
    Fetch survey data from survey questionnaires.

To know more, see Process commands.

Support for two factor authentication


In BMC Helix Single Sign-On environments, support for two factor authentication was not available for custom progressive web.

In BMC Helix Single Sign-On environments, support for two factor authentication in PWA is available.. To know more, see How double authentication works.

Rich text fields and rich text editors in PWAsYou could not create fields with rich text and also fields which had rich text editors in PWAs.

You can create fields that display and also allow editing of rich text by using Developer Studio . To know more, see Adding RTF fields in Progressive Web Applications.

Selection lists in custom PWAsYou could not create selection lists in custom PWAs.


Create selection lists in PWA by using the character field in Developer Studio . To know more, see Creating drop-down lists in PWA that allow selection of multiple options.

List-based tables that can switch selection modes between check boxes, radio buttons, and view-only in custom PWAYou could not create list-based tables that switched selection modes between check boxes, radio buttons, and view-only.

Create a list-based table in PWA which can switch the selection mode depending on inputs. To learn more, see Creating list tables and setting selection mode by using run processes in Progressive Web Applications.

Customized tooltips in PWAYou could not create customized tooltips in PWA.

Create customized tooltips by using the Tooltip Icon, Tooltip Trigger, and Tooltip Text/Template properties.
For information about using these properties, see Field Properties.

Dynamic lists from JSON dataYou could not use JSON data to create a dynamic list.

Use the JSON data from the application to dynamically create a list. Learn about Creating dynamic selection lists for Progressive Web Applications by using JSON data.

Customization of table column color, column images, hiding of empty columns, and so on, in PWAThese customizations were not available for PWA.

The following additional properties are available in Developer Studio for PWA:

  • Column Color—set the color for a column in table.

  • Column Images—add an image to a table column.

  • Hide Empty Column, Hide Expand Column if Empty—hide columns in tables when there is no information in them.

  • Field Value To Define Images—set if an image, text, or both image and text are shown in a table column.

  • Bulk Select Label—select all records in a table.

  • Horizontal Button Alignment, Vertical Button Alignment—position the button according to the layout.

  • Show as URL—display any text as a URL.

  • Render Data As Thumbnail, Thumbnail Height, Thumbnail Width, Default Thumbnail Image—specify the default thumbnail image that is displayed in a table column.

For more information, see Field Properties.

Pause interval in a character field for a workflowYou could not specify a pause interval for a workflow in PWA.

You can specify a pause interval for a workflow in PWA by using the Pause Interval property in Developer Studio. For example, if you configure a pause of n milliseconds, PWA triggers a workflow if there is a pause of more than n milliseconds after a key is pressed.

Learn how to add a pause interval in Adding a pause interval in a character field for a workflow in PWA.

Data from the PWA to create dynamic lists and entry fieldsYou could not use data from the application to create a dynamic list that varies based on conditions.

Create a drop-down list or an add information to an entry field with information that is dynamically fetched from the application.

For more information about creating dynamic selection list, see Creating dynamic selection lists for Progressive Web Applications by using JSON data.

Support in Progressive View for BMC Helix Single Sign-On  double authentication


In a BMC Helix Single Sign-On environment, double authentication was not available for Progressive View.

Double authentication is available for Progressive View users.
To know more, see How double authentication works.

Active link configuration for progressive viewsUnder Execution Options, you could use the Run in Parallel and Don't wait for completion check boxes to specify multiple active links.

Under Execution Options, you can use a list to select the following options when defining multiple active links:

  • Run In Parallel
  • Run In Parallel and Don't Wait For Completion
  • Bulk With Entry
  • Bulk With Group 

For more information, see Creating active links.

Active links for filtersThere were no active links for filter changes.You can specify an action when the table column in a PWA is selected by using the On Table/Column Filter Change active link option.
Vertical and horizontal alignment of a button in a columnYou could not specify vertical and horizontal alignment of a button in a column.

You can specify vertical and horizontal alignment of a button in a column.

Learn more about vertical and horizontal alignment in Setting column properties.

Select all records in a tableYou could not select all records in a table.

Use the check box at the top of a list-view table to select all records in the table. You can specify a label for the check box.

For more information, see Field Properties.

Add an image to a column in a list-based tableYou could not add an image to a column in a list-based table.

You can add an image to a column in a list-based table.

For more information, see Adding images to tables.

Hide the column that contains no data in a tableYou could not hide the column in a table that did not contain any data.

You can hide the column in a table that does not contain any data.

For more information, see Setting column properties.

Hide the Expand option for the column that contains no dataYou could not hide the Expand option for the column that contains no data.

You can hide the Expand option for the column that contains no data.

For more information, see Setting column properties.

Set the number of rows of text to be displayed in the character field of a table columnYou could not set the number of rows of text to be displayed in the character field of a table column.

You can set the number of rows of text to be displayed in the character field of a table column.

For more information, see Setting column properties.

What else changed in BMC Helix Single Sign-On

Update

Product behavior in versions earlier than 21.05

Product behavior in version 21.05 and later

Support for refresh tokens for OpenID Connect clients.Long-lived sessions for refresh tokens were not supported due to security concerns.

BMC Helix SSO supports long-lived sessions for refresh tokens. This option is available for the Local authentication only. For details, see Configuring OAuth 2.0.

Support for the Polish language in BMC Helix SSO.

BMC Helix SSO did not support the Polish language.

The Polish language is supported in BMC Helix SSO for Helix ITSM users. For details, see Supported languages and locales.

Ability to select a client authentication method for the token request.

By default, a client_secret_post method is selected during client registration.New client authentication methods are available during client registration: client_secret_jwt and client_secret_basic. For details, see Configuring OpenID Connect authentication.


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