This documentation supports the 21.3 version of BMC Helix ITSM.

To view an earlier version, select the version from the Product version menu.

21.3 enhancements

Review the BMC Helix ITSM 21.3 enhancements for features that will benefit your organization and to understand changes that might impact your users.




Related topics

Known and corrected issues

Release notes and notices

21.3 patches

Downloading the installation files Open link

AR System enhancements Open link

The following video (5:00) provides a summary of some of the new features and enhancements in BMC Helix ITSM  version 21.3. For all the updates and new features delivered in the subsequent patches to BMC Helix ITSM 21.3, see 21.3 patches.

 https://youtu.be/m4P22hhAeH4


21.3.11

(Controlled availability customers only) Facilitate application access to users having different email domains 

Allow multiple users having different email domains and authentication mechanisms to access the same application URL by enabling BMC Helix Single Sign-On (SSO) based multiple service providers (MSP) in your environment. 

MSP incorporates a robust authentication mechanism, ensuring an exclusive and secure access to the application.

After configuring the authorization patterns, when you enable MSP in your environment and access  BMC Helix ITSM applications,  the following screen asking for user authorization is displayed:

Enter your user name to complete the authorization and then you are redirected to the following application login screen asking for your application login credentials for authentication:

For information about enabling BMC Helix Single Sign-On based MSP in BMC Helix Innovation Suite application, see Facilitating application access to users having different email domains Open link .



21.3.09

Discontinued parameters in Centralized configuration

Update Product behavior in versions earlier than 21.3.09 Product behavior in version 21.3.09

Configuration parameters removed from Centralized configuration:

  • whatFixURL
  • whatFixEnabled
  • whatFixMode
  • arsystem.pwa_enable_self_help
  • arsystem.pwa_self_help_url
  • smartItCsp_script-src_900
  • smartItCsp_connect-src_900


These configuration parameters were used for enabling and loading the in-application self help in Smart IT.

These configuration parameters have been removed from Centralized configuration as the self-help menu is no longer available in Smart IT.

Improve subquery performance on forms

Update

Product behavior in versions earlier than 21.3.09

Product behavior in version 21.3.09

Improve subquery performance on forms by enabling Row-Level Security (RLS) on an overlay-restricted schema.

You could not apply RLS on an overlay-restricted schema.

You can apply RLS on an overlay-restricted schema. 

For more information, see  Improving performance by using RLS algorithms Open link




21.3.07

BMC Helix ITSM Insights enhancements

Exclude fields from proactive problem management jobs

As a tenant administrator, you can hide certain fields containing sensitive information from users that are creating and running jobs in the proactive problem management workspace. By doing so, you enhance user privacy by restricting access to user data in compliance with General Data Protection Regulation (GDPR) and other regulations.
For more information, see Configuring additional stop words, number of jobs, and default number of clusters




21.3.06

Support for Kubernetes and OpenShift

BMC Helix Service Managementdeployment supports Kubernetes versions 1.22, 1.23, and 1.24, and OpenShift versions 4.9, 4.10, and 4.11. 

The supported versions of Kubernetes and OpenShift are as follows:

  • Kubernetes versions - 1.18 – 1.24
  • OpenShift versions - 4.6 – 4.11

For more information, see   System requirements Open link in BMC Helix Innovation Suite Deployment documentation.


Support for self-signed and CA signed certificates

Use a custom self-signed or CA signed certificates to use HTTPS communication for Service Management applications.

For more information, see the CACERTS_FILE parameter in   Performing the installation Open link and  Applying security certificates to your applications Open link in BMC Helix Innovation Suite Deployment documentation.


Updated support for Nginx Ingress Controller

BMC Helix Service Management deployment supports  Nginx Ingress Controller version 1.2.0 in addition to support for version 0.32.

For more information, see System requirements Open link   in BMC Helix Innovation Suite Deployment documentation.


Automated setting up of BMC Deployment Engine

You can set up BMC Deployment Engine by using an automated script that simplifies the set up process. 

For more information, see  Setting up BMC Deployment Engine Open link   in BMC Helix Innovation Suite Deployment documentation.


Synchronize articles in multiple languages from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround

Have your localized knowledge articles copied to the respective translation languages in BMC Helix Knowledge Management by ComAround. The synchronization tool automatically migrates articles written in languages other than English to the corresponding translations in BMC Helix Knowledge Management by ComAround.

You can leverage multilanguage synchronization capabilities for common locales that are supported by BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management and your portal in BMC Helix Knowledge Management by ComAround.

To learn more about synchronizing localizations, see  How localizations are synchronized Open link .


Separate migration options for synchronizing knowledge articles

Streamline the synchronization process from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround by using performance-oriented and precise synchronization options. You can select between three distinct synchronization options to achieve the following results:

  • Copy the folders only (Folder contents are not copied)—Create the folder structure only.
  • Sync all (Override)—Migrate all content to created folders.
  • Sync changes only—Copy only the new or changed articles to avoid overriding knowledge articles updated directly in BMC Helix Knowledge Management by ComAround.

For more information about the available synchronization options, see  Synchronizing the knowledge bases Open link .



Rebrand Progressive Web Application screens

Rebrand embedded and custom Progressive Web Application (PWA) screens according to your company standards and requirements by using custom cascading style sheet (CSS) files and images. 

To learn more, see Rebranding Progressive Web Application screens Open link .


What else changed in this release

The following table lists the changes in the product behavior in this patch: 

Update

Product behavior in versions earlier than 21.3.06

Product behavior in version 21.3.06

Synchronize article flags from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround

Flagged articles in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management were not synchronized to BMC Helix Knowledge Management  by ComAround as flagged.

Flagged knowledge articles copied from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management are marked as flagged in BMC Helix Knowledge Management by ComAround. Flagging comment and date are also synchronized.

Run the multithreaded synchronization process

Knowledge articles were synchronized in a consecutive order from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround.

The multithreading approach is used to synchronize multiple knowledge articles in parallel from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management. This approach boosts the performance of the synchronization tool and enables the system to migrate knowledge articles significantly faster to BMC Helix Knowledge Management by ComAround.




21.3.05

Support for Amazon EKS, GKE and OKE platforms

BMC Helix ITSM supports deployment on the following Kubernetes clusters:

  • Amazon Elastic Kubernetes Service (EKS)

  • Google Kubernetes Engine (GKE)

  • Oracle Cloud Infrastructure Container Engine for Kubernetes (OKE)

For more information, see  Installing BMC Helix IT Service Management in an Amazon Elastic Kubernetes Service cluster Open link and  Installing BMC Helix ITSM Service Management in a Google Kubernetes Engine cluster Open link  in BMC Helix Innovation Suite Deployment documentation.


Execute arbitrary commands by using the Run Process action

The Run Process action runs the system commands and extracts passwords that are attached as part of the BMC Helix Innovation Suite container. An administrator or an application business analyst can use the Run-Process-White-List setting to configure a list of all the commands that are trusted and can be safely executed by using the Run Process action.

Commands that are not trusted are not executed by using the Run Process action. For more information, see Configuration settings N-R Open link .


Rollback deployment

When updating BMC Helix ITSMfrom the version 21.3.04 to 21.3.05, if any of the HELIX_PLATFORM_DEPLOY, HELIX_NONPLATFORM_DEPLOYor HELIX_SMARTAPPS_DEPLOY pipelines fail, you can rollback back to the last successful deployed version of the platform and applications by using the rollback option.

For more information, see  Applying patches Open link in BMC Helix Innovation Suite Deployment documentation.


Updates to Fluent Bit deployment

In a fresh deployment of BMC Helix ITSM, Fluent Bit is deployed as a sidecar container in the BMC Helix Innovation Suite namespace. 

The following table lists the changes in the product deployment behavior:

Product

Behavior in versions earlier than 21.3.05

Behavior in version 21.3.05
Fluent Bit
  • Deployed as root container
  • Required cluster administrator privileges for deployment
  • Deployed as sidecar container with non-root privilege
  • Does not require cluster administrator privileges for deployment

For more information, see  Performing the installation Open link and  Viewing and collecting critical logs by using the Kibana dashboard Open link in BMC Helix Innovation Suite Deployment documentation.


Enhancements to Support Assistant tool

Use a custom role in your BMC Helix Innovation Suite namespace to install the Support Assistant tool.

For more information, see  Performing the installation Open link   in BMC Helix Innovation Suite Deployment documentation.


What else changed in this release

The following table lists the changes in the product behavior in this patch: 

Update

Product behavior in versions earlier than 21.3.05

Product behavior in version 21.3.05

Change in the HELIX_POST_DEPLOY_CONFIG parameter

HELIX_POST_DEPLOY_CONFIG parameter was used to apply force password change for the Demo user on first time login.

HELIX_POST_DEPLOY_CONFIG is a pipeline that is used to delete the Demo user.

Demo user is deleted when you select the HELIX_POST_DEPLOY_CONFIG option and run the HELIX_ONPREM_DEPLOYMENT pipeline post-installation of BMC Helix IT Service Management .

For more information, see Performing the installation Open link .




21.3.04

Enhancements to Support Assistant tool

In a fresh deployment of BMC Helix Service Management, Support Assistant tool is deployed as a sidecar container in theBMC Helix Innovation Suite namespace. 

The following table lists the changes in the product deployment behavior:

Product

Behavior in versions earlier than 21.3.04

Behavior in version 21.3.04
Support Assistant tool
  • Deployed as root container
  • Required cluster administrator privileges for deployment
  • Deployed as non-root container 
  • Does not require cluster administrator privileges for deployment
  • Requires namespace level permissions for deployment

For more information, see Performing the installation Open link and Viewing and collecting logs by using the Support Assistant tool Open link in Deployment documentation.

For more information, see Performing the installation Open link and Viewing and collecting critical logs by using the Kibana dashboard Open link in BMC Helix ITSM Deployment documentation.


Support for deployment size templates

BMC Helix Service Management deployment supports four different sizing profiles: Compact, Small, Medium, and Large. 

For more information, see Sizing and scalability considerations Open link in Deployment documentation. 


Support for PostgreSQL database encryption

BMC Helix Innovation Suite supports PostgreSQL 13.5 database with disk level encryption.




21.3.02


Seamless authentication of users from BMC Helix ITSM: Knowledge Management to BMC Helix Knowledge Management by ComAround

Users of BMC Helix ITSM: Knowledge Management have seamless access to knowledge articles in BMC Helix Knowledge Management by ComAround. The end users can view or edit the knowledge articles according to the assignment group, visibility group, and KCS role assigned to them.

Administrators of BMC Helix Innovation Studio can modify the mapping between the permission groups in BMC Helix ITSM: Knowledge Management with BMC Helix Knowledge Management by ComAround user groups, role, portal and knowledge access.

To learn how to modify the access mapping, see Mapping knowledge permissions from BMC applications to BMC Helix Knowledge Management by ComAround Open link .



Improved parity between articles in BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround

To improve parity between articles in BMC Helix ITSM: Knowledge Management and BMC Helix Knowledge Management by ComAround, the following knowledge article attributes are synchronized:

  • Metadata fields with tags
  • Doc ID
  • Keywords
  • Attachments
  • Association with tickets
  • Knowledge articles in all statuses

To learn more about the article types and attributes that are synchronized, see Synchronizing BMC applications with BMC Helix Knowledge Management by ComAround Open link .


Fixed the Apache Log4Shell security vulnerability in BMC Helix ITSM: Smart Reporting

The zero-day exploit for a vulnerability code named Log4Shell (CVE-2021-44228) was fixed in BMC Helix ITSM: Smart Reporting 21.3.02. A detailed description of the vulnerability can be found on the  Apache Log4j Security Vulnerabilities page Open link .


Support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment

BMC Helix IT Service Management supports deployment of BMC Helix ITSM Insights and BMC Helix Dashboards products in your on-premises environment. The BMC Helix IT Service Management deployment pipeline provides an option to select BMC Helix ITSM Insights and BMC Helix Dashboards deployment and you can optionally deploy the products along with other ITSM applications. The option is available for fresh installation and upgrade of BMC Helix IT Service Management.

For more information, see  Performing the installation Open link in BMC Helix Service Management Deployment documentation.


Availability of BMC Service Request Management

For new SaaS customers, starting with version 21.3.02 of BMC Helix ITSM, BMC Service Request Management is no longer available in new or fresh deployments of BMC Helix ITSM. We will continue to maintain the current BMC Service Request Management capabilities and to deliver minor updates to the solution, as needed for the existing customer base and those who migrate from OnPrem to SaaS, but no major design changes or major innovations are planned for BMC Service Request Management

We recommend that SaaS customers use BMC Helix Digital Workplace Catalog to create and manage service request catalog items for your end users. Work Order management continues to be delivered with BMC Helix ITSM.

Review the availability of BMC Service Request Management in the following table:

Deployment type

Availability of BMC Service Request Management 1 
New or fresh deploymentUpgradeMigration to SaaS
SaaS

(error)

(tick)-
On-premises(tick)(tick)(tick)

1 - By default, only the Request Entry, Work Order Console, New Work Order, and Search Work Order links are enabled after upgrading. If you enabled more links before the update, you must re-enable them after the upgrade.


(SaaS only) Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround

Boost your knowledge management experience by integrating BMC Helix Knowledge Management by ComAround with Smart IT.

BMC Helix Knowledge Management by ComAround provides the following benefits:

  • Extended language support and over 100 languages in auto-translation that reduces translation costs.
  • Preloaded knowledge articles that contain screenshots and videos.
  • Articles from BMC Helix ITSM: Knowledge Management synchronized with BMC Helix Knowledge Management by ComAround.
  • AI powered cognitive and natural language processing search capabilities that display the most relevant knowledge article to end users.
  • Ability to expose knowledge articles in a public portal to external users and to BMC Helix Digital Workplace and BMC Helix Virtual Agent users.
  • Support for KCS process and rich set of knowledge metrics and reports.
  • Ability to embed multimedia content into knowledge articles.

For more information, see Integrating BMC Helix Knowledge Management by ComAround with Smart IT.




Change in the landing page for Smart IT

In Smart IT version 21.3 and later, when you log into Smart IT, the landing page is Ticket Console. In versions earlier to 21.3, the landing page was Dashboard.

In Smart IT version 21.3 and later, Ticket Console does not show the ticket statistics by default. To view ticket statistics, click Show Ticket Statistics.



21.3.01

Launch Microsoft Teams chat from a major incident

You can launch Microsoft Teams (MS Teams) chat from the major incident screen. When launched, all the associated team members are invited to the chat. For more information, see Managing and tracking major incidents.


Map outgoing mailboxes to companies

Use the NTE:Config-EmailMailbox form to map companies with mailboxes. All email notifications to a specific company are sent through the mapped mailbox. To know more, see Configuring default notification preferences.


Automate processes by using content packages

Automate the following processes by using content packages and create services in BMC Helix Digital Workplace Catalog by using sample services:

  • Fetching payslips from a payroll system by using a Blue Prism RPA process
  • Fetching payslips from a payroll system by using a UiPath RPA process

For more information, see  Automating actions performed in third-party systems by using a content package Open link .


21.3


BMC Helix ITSM: Smart IT enhancements

Manage and track major incidents

Track specific information about a major incident that is beyond the information that of a standard incident. Major incidents affect multiple customers and have a widespread impact on business and its goals. By using Major Incident Management in BMC Helix ITSM, you can manage and track major incidents, establish teams, collaborate with specialists and technicians, and update the major incident status within the same incident screen. For more information about the Major Incident Management process, see Managing major incidents.


Use BMC Helix Service Monitoring (Powered by AIOps) to analyse service health and probable cause of an incident

Within the incident screen, use the Probable Cause Analysis (PCA) health card to view the health of an impacted service and the top probable causal nodes that have caused the failure in the service. Use the Top Probable Causal nodes (PCA card) to view, create, or associate the CIs, tasks, or change requests. For more information about how to use the PCA card in Incident screen, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring.




BMC Helix ITSM enhancements


Track the usage and benefits of ITSM Insights in BMC Helix Dashboards

Service Desk Managers and Problem Coordinators can track the usage of ITSM Insights for various KPIs in BMC Helix Dashboards.

Use this dashboard to track the incident and problem management statistics for a company for a defined period. The out-of-the-box report includes the number and percentage of problem investigations created from ITSM Insights, number of associated incidents, number of jobs and job executions, statuses of various problem types, top emerging clusters, and number of incident relationships created.

For more information, see Tracking ITSM Insights usage in BMC Helix Dashboards.


Change the parent or remove parent relationship for incidents

Service Desk Managers can change the parent for incidents or remove parent relationship directly from the Show Duplicates window in the Real-time incident correlation workspace. This capability helps to identify and correlate incidents that refer to the same issue. 

For more information, see Identifying clusters of incoming incidents.


Simplified REST API for BMC Helix ITSM

Integrate your custom applications with BMC Helix ITSM by using the new simplified REST API.

Along with a robust framework, the enhanced API offers the following advantages:

  • User friendly and industry standard naming conventions for endpoints and attributes
  • Industry standard searching, filtering, and sorting of results
  • Better error handling and status codes

Use the simplified REST API to perform operations such as searching and updating a ticket, downloading attachments, viewing people data, and getting a list of the recommended knowledge articles and tickets.

For more information, see Overview of the simplified REST API.





BMC Helix ITSM: Smart Reporting enhancements


BMC Helix ITSM: Smart Reporting is available only for upgrade scenarios for existing customers

BMC Helix ITSM: Smart Reporting version 21.3 is available only for upgrade scenarios for existing customers. This version is not available to new customers. For new customers, we recommend that you use the BMC Helix Dashboards reporting solution.

BMC Helix Dashboards is a SaaS service as a part of the BMC Helix Portal that offers unified reporting and gives you a consolidated view of data from applications across your environment. You can easily create, export, and share interactive dashboards with users within or outside your environment. You can also use template variables to reuse dashboard panels. For more information on the product offerings, see BMC Helix Dashboards Open link online documentation.






BMC Helix CMDB enhancements


CMDB Explorer enhancements

Easily edit and manage the CIs and relationships:

Quick Edit: Edit the name, descriptions, and impact directions for CIs and relationships within the CMDB Explorer view.

Collapse: If a large number of CIs are displayed, easily unclutter the view by using the Collapse Parents and Collapse Children options.

Show Relationship Details: View relationship details in CMDB Explorer and compare changes made in the sandbox dataset with the existing data in the production dataset.

For more information about Quick Edit, see Editing CIs and relationships in BMC Helix CMDB Explorer.

For more information about the Collapse function and to view relationship details, see Searching and viewing CIs and relationships in CMDB Explorer.



New attribute to store cloud resource IDs

The CloudId attribute is added under the BMC_BaseElement class in the Common Data Model. Easily store and locate the identification numbers for all the cloud resources from multiple cloud providers. The information for the CloudId attribute is populated by BMC Helix Discovery.

For more information, see Summary of changes to the Common Data Model.



View information in full-screen mode in the Class Manager UI

When you view the class information in Class Manager, the tables that display information about relationships can be resized or viewed in full-screen mode. For more information, see Class Manager interface to view CDM and extensions.





BMC Helix Innovation Suite enhancements



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

Integrate out-of-the-box and custom applications with other external applications by using BMC Helix iPaaS, powered by MuleSoft. Reuse the BMC Helix iPaaS MuleSoft 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 MuleSoft Open link .



Track user activity in BMC Helix Innovation Studio applications

Track how end users are using an application by generating metrics on application usage and service consumption. These metrics measure the user activity for an application and help in understanding whether end users are fully utilizing the application.

For more information, see Tracking application usage and generating reports Open link .



BMC Helix Dashboards the default platform for dashboards and viewing reports

BMC Helix Dashboards is a SaaS service on the BMC Helix Portal that offers unified reporting and gives you a consolidated view of data from applications across your environment. You can easily create, export, and share interactive dashboards with users within or outside your environment. You can also use template variables to reuse dashboard panels. For more information about the product offerings, see BMC Helix Dashboards Open link online documentation.

BMC Helix ITSM: Smart Reporting version 21.3 is available only for upgrade scenarios for existing customers. This version is not available to new customers. For new customers, we recommend that you use the BMC Helix Dashboards reporting solution.

For more information about accessing BMC Helix Dashboards from BMC Helix Innovation Studio, see Viewing and generating application reports in BMC Helix Dashboards Open link .



Unified platform user license management capability for BMC Helix Innovation Suite

BMC Helix Innovation Suite supports a common licensing model that enables developers to create applications in BMC Helix Innovation Studio and Developer Studio. You no longer need HelixPlatform User Named license to access BMC Helix Innovation Studio.

Users with administrator permissions and Fixed license can access and use Developer Studio and BMC Helix Innovation Studio. Users with administrator permissions and Fixed, Floating, or Read licenses can access the BMC Helix Innovation Studio applications.

For more information, see BMC Helix Innovation Studio licensing model Open link .



Copy application definitions to your target application

Copy out-of-the-box and custom definitions from one application to another so that you can reuse the definitions in any customized application. For example, you have an HR application with customized configuration data and custom definitions, and you want to reuse the definitions, such as processes, records, documents in Finance application. You can copy the relevant custom definitions from the HR to Finance application without having to recreate the definitions.

  • Records Open link
  • Views Open link
  • Rules Open link
  • Processes Open link
  • Named lists Open link
  • Web APIs Open link
  • Documents Open link
  • Events Open link
  • Event statistics Open link



Improve the security of BMC Helix Innovation Studio applications

Use Permissions-Policy HTTP header, which is a security header that controls the use of browser features in BMC Helix Innovation Studio applications.

For example, you can disable sensitive features like geolocation by default in iFrames. This capability reduces the chances of users being tricked into giving embedded websites access to the application.

For more information, see Controlling the use of browser features by using Permission Policy header Open link .



Automate tasks by using RPA tools

Connect your application with third-party systems and automate routine tasks performed in the third-party systems:

Automate routine tasks by using AutomationEdge RPA processes

Use the Run AE Process element to seamlessly integrate your application with AutomationEdge and use an AutomationEdge RPA process to automate routine and repetitive tasks.

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

Automate routine tasks by using UiPath RPA processes

Use the Run UiPath Process element to seamlessly integrate your application with UiPath and use an UiPath RPA process to automate routine and repetitive tasks.

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

Use Blue Prism callbacks to receive real-time event notifications

Use webhook callbacks from Blue Prism to receive notifications about an RPA process execution. You can use these notifications in a process with the Run Blue Prism Process element to perform the following actions:

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

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








BMC Helix Single Sign-On enhancements


Management of feature flags for tenants in the BMC Helix SSO Admin Console

You can manually enable or disable features within one tenant in the BMC Helix SSO Admin Console. The changes are applied automatically without restarting the BMC Helix SSO server. For more information, see Setting up tenants.

  • Local User Management "Confirm Registration"
  • Local User Management "Forgot Password"
  • Disable email template sanitizing
  • Webhooks on authentication response
  • UserID transformation to convert AR alias to login



Extended list of languages supported for end user pages

Starting with this release, BMC Helix SSO supports 14 new languages for end user pages. The screenshot example shows the login page of the integrated BMC application for users with the Norwegian browser language. For more information, see Supported languages and locales.

Arabic
Catalan
Czech
Danish
Dutch
Finnish
Greek
Norwegian
Romanian
Swedish
Thai
Traditional Chinese
Turkish
Welsh




SAML infinite sessions

As a BMC Helix Single Sign-On administrator, you can define group of users who are eligible for infinite sessions. Once configured, such a session will remain active for a user from the specific group for a set period of time. The names of a group must coincide with the group specified in the XPath. The option is available for the SAML Authentication type. For more information, see Configuring infinite user sessions.



OpenID Connect infinite sessions

The infinite sessions allow users to keep the session active for a set period of time. By specifying the name of the claim in the id_token that contains the user's group and by matching it with a value in the Infinite session group, BMC Helix Single Sign-On receives the name of a user for which the auto-refreshable session will be configured. For more information, see Configuring infinite user sessions.




Self-service configuration for BMC Helix SSO Tenant administrator

A self service configuration allows Tenant Administrators to perform administrative operations available in BMC Helix SSO autonomously. For more information, see Self-service configuration for BMC Helix SSO Tenant administrator.





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

The following table lists the changes in the product behavior in version 21.3.07:

UpdateProduct behavior in versions earlier than 21.3.07Product behavior in version 21.3.07
Searching for a person or CI in PWAIn the Create or Edit ticket screens, when you search for a person or CI, it fetches the search results that include any text you entered in the field.

In the Create or Edit ticket screens, when you search for a person or CI, it fetches the search results that begin with the text you entered in the field. This will improve the search performance.

The Auto Complete property is set to Leading Match for the following fields in different ticket types:

  • Customer – Incident, Work order and Change
  • Contact – Incident and Work order
  • CI – Problem investigation and Known error
  • Service – Change 

When you search for a person or CI, begin with % to fetch similar search results as the Auto Complete property is set to Anywhere Match.

Relating multiple CIs in the change request.

You cannot use a comma-separated list of CIs as input to relate multiple CIs to the change request.

You can use a comma-separated list of CIs as input to relate multiple CIs to the change request.

The following table lists the changes in the product behavior in version 21.3.06:

UpdateProduct behavior in versions earlier than 21.3.06Product behavior in version 21.3.06
Relating multiple CIs to a  change request in PWAYou cannot relate multiple CIs in a change request by using commas to separate them.You can relate multiple CIs in a change request by using commas to separate them.
Relating a change request to a ticket in PWAIn an existing ticket, you cannot create a related change request by using a change template.In an existing ticket, you can create a related change request by using a change template.

The following table lists the changes in the product behavior in version 21.3.05:

UpdateProduct behavior in versions earlier than 21.3.05Product behavior in version 21.3.05

New configuration parameter:

ActivityHotkeySearchesByPeopleAsset

In Activity Note, when you use search, the search runs against both asset and people records and takes a long time to fetch the search results.

This configuration parameter gives you the option to use the search in Activity Note of a Progressive Web application only on the people records that will improve the search performance.

For more information, see Centralized configuration.

The following table lists the changes in the product behavior in version 21.3:

UpdateProduct behavior in versions earlier than 21.3Product behavior in version 21.3

New value in the Investigation Driver list

In the Investigation Driver list, the Recurring Incidents - Clustering option is not present.

When a user creates a problem in the Proactive problem management workspace in the ITSM Insights, the problem is launched in the PWA view in Smart IT, and in the Investigation Driver list, Recurring Incidents - Clustering is selected automatically.


Support for a separate Openfire database

Users could select a separate Openfire database or point to the Action Request System database.

A separate Openfire database is no longer supported. The application ignores the Openfire database input variable and uses the Action Request System database variable.

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 configuration parameter:
pca.numberOfDaysForViewRecentCR

This configuration parameter is not present.

This parameter is used to specify the number of recent change requests to be displayed in PCA card of the incident screen

For more information, see Centralized configuration.

New configuration parameter:

IFrame-Allowed-Sites
This configuration parameter is not present.

This parameter is used to define the base URLs for Smart IT and Mid Tier that are to be defined in BMC Helix Innovation Studio for iframe security.

For more information, see Centralized configuration.

What else changed in BMC Helix CMDB

UpdateProduct behavior in versions earlier than 21.3Product behavior in version 21.3

(Available only for fresh installation)

Changing the dependency direction in DSM

When you relate a service CI to an IT infrastructure CI by using a Dynamic Service Modeling query, the direction of the BMC_Dependency relationship shows that the infrastructure CI is dependent on the service CI. To change the direction, you were required to create the relationship manually between the service CI and the infrastructure CI.

Before running the Dynamic Service Modeling query, use the DSM Relationship Direction option in Configurations > Core configurations > DSM to change the direction of dependency between a service CI and an infrastructure CI.

For more information, see Dynamic Service Modeling configuration settings.

Auditing relationshipsYou could not enable audit for a relationship class or view the history of changes made to a relationship.

You can enable audit for a relationship class and view the change history for relationships.

For more information, see Viewing the history of changes to a CI and relationships.

CMDB user permissions

CMDB user could access Search and CMDB Explorer, and edit non-asset CIs.

CMDB user needs at least Asset user or Asset admin permissions to access CMDB Portal.

What else changed in BMC Helix Innovation Suite

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 21.3Product behavior in version 21.3
Change in the HELIX_POST_DEPLOY_CONFIG parameterHELIX_POST_DEPLOY_CONFIG parameter was used to apply force password change for the Demo user on first time login.

HELIX_POST_DEPLOY_CONFIG is a pipeline that is used to delete the Demo user.

Demo user is deleted when you select the HELIX_POST_DEPLOY_CONFIG option and run the HELIX_ONPREM_DEPLOYMENT pipeline post-installation of BMC Helix IT Service Management .

For more information, see Performing the installation Open link in BMC Helix ITSM Deployment documentation. 

Additional JSON types for defining request mapping when calling a third-party REST API

When you create a filter for calling third-party REST API, use the following JSON types for defining request mapping:

  • INTEGER(1)
  • STRING(2)
  • NULL(3)

When you create a filter for calling third-party REST API, apart from the existing JSON types, use the following JSON types to support multiple values in a single element of a JSON.

  • NUMERIC(4)
  • ARRAY_OF_BOOLEAN(10)
  • ARRAY_OF_INTEGER(11)
  • ARRAY_OF_STRING(12)
  • ARRAY_OF_NULL(13)
  • ARRAY_OF_NUMERIC(14)

For information about using these data types when calling a third-party REST API, see Send multiple responses from one field.

By default, status history for some archive and audit forms is disabled

By default, the status history is enabled for the following forms and the corresponding archive and audit forms:

  • AP:Detail
  • AP:Signature
  • AP:ToolTip_Information
  • AR System Email Messages
  • AR System Email Association
  • AR System Email Attachments
  • FB:History
  • FB:History Summary

By default, the status history is disabled for the following forms. Manually disable status history for the corresponding archive and audit forms:

  • AP:Detail
  • AP:Signature
  • AP:ToolTip_Information
  • AR System Email Messages
  • AR System Email Association
  • AR System Email Attachments
  • FB:History
  • FB:History Summary
Define a unique index in Microsoft SQL Server and allow NULL values in multiple recordsYou cannot define unique indexes with NULL values in multiple records in Microsoft SQL Server

Select the Ignore blank values check box to define unique indexes with NULL values in multiple records in Microsoft SQL Server. For more information, see Creating or modifying regular record definitions Open link .

Record Grid component format optionsYou cannot wrap text or remove border lines for columns in the Record Grid component.

You can wrap text, add and remove border lines, and enable striped rows in the Record Grid component. For more information, see Creating a tabular view of record instances by using a record grid Open link .

Additional options in the Process Tool bar of Process designerYou could copy the complete process from the Process designer.

You can now cut, copy and paste selected process elements in the Process designer. For more information, see Process designer interface Open link .

Process in BMC Helix Innovation Studio through Progressive Views in Developer Studio.

No process commands available to start a process in BMC Helix Innovation Studio through Progressive View.

Use the Application-Start-Process command to initiate a process in BMC Helix Innovation Studio in Progressive Views.

To know more, see Process commands.

Active link configuration for table columns in Progressive View in Developer Studio.

You cannot create an active link in a table column to return a value when application users click the column.

You can create an active link in a table column. The table column returns a value when application users click the column.

For more information, see Creating active links.

Removal of the Authentication string from the Mid Tier login page

The Mid Tier login page includes Authentication string to validate the user.

Due to the security reasons, the Authentication string is removed from the Mid Tier login page.

What else changed in BMC Helix Single Sign-On

Update

Product behavior in versions earlier than 21.3

Product behavior in version 21.3 and later

Feature flags for local user password policy, reCAPTCHA, and spEL transformation.The LUM_PASSWORD_POLICY, CAPTCHA, and EL_TRANSFORMATION features could be disabled.

The LUM_PASSWORD_POLICY, CAPTCHA, and EL_TRANSFORMATION features are enabled by default and cannot be disabled.


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