This documentation supports the 21.3 version of BMC Helix ITSM.

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


As an administrator, you can use the information in this table to manage and maintain BMC Helix ITSM after it is installed, and to ensure that it is available to end users.

To set up foundation data (companies, organization, people, product, and operational catalogs).

Setting up and modifying Foundation data by using Application Administration Console Open link in the AR System documentation

To control access to ticket data and achieve data security goals.

Access control for ticket data

To update support and non-support staff person information.

Updating people information

To create and configure ticket templates for your users to easily create change, release, incident, and activity requests.

Configuring templates

To configure automatic assignment to support groups and to individuals within a support group

Configuring assignments

To configure flashboards.

Configuring flashboards

To configure cost centers for people for identifying to which business units to charge costs.

Configuring cost centers

To configure support groups and support group assignments

Configuring support groups_1

To configure and set up cognitive service for automating IT service management functions.

Setting up BMC Helix Cognitive Automation

To promote an application object across development, QA, and production environments.

Promoting configurations and customizations across environments

To manually set the currency field.

Resetting the default currency field

To configure and manage the archiving process policies.

Archiving records

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  1. Vinicius Abrantes

    Most links don't work - page not found.

    Jul 05, 2023 12:46
    1. Manash Baruah


      Thank you for bringing this to our notice! Apologies for the inconvenience. I have fixed the issue, and the links are working now.

      Thanks, Manash

      Jul 05, 2023 11:05