21.3 patches

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. 

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 in BMC Helix IT Service Management Deployment documentation.

BMC Service Request Management is available only for upgrade scenarios for existing customers

For new SaaS and On-premises 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 and On-premises 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 deployment	Upgrade	Migration to SaaS
SaaS			-
On-premises

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.

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.