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BMC Helix ITSM 21.3

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With the BMC Helix ITSM suite of applications, you can create, configure, customize, deliver, and manage the IT Service Management requests and functions of your organization. BMC Helix ITSM streamlines and automates the processes around IT service desk, asset management, and change management operations.

Release notes and notices

updated 23 Jan

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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Related topics

Known and corrected issues

BMC Helix IT Service Management Deployment

AR System release notes

BMC Helix CMDB release notes

Smart IT release notes

Change Management release notes

Asset Management release notes

Knowledge Management release notes

Smart Reporting release notes

Service Desk release notes

BMC Service Level Management release notes

BMC Service Request Management release notes

BMC Helix Single Sign-On release notes

Date	Summary	Reference
January 23, 2023	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
December 20, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT. Updates to Patch 7 for version 21.3 are available for SaaS subscribers. This update excludes fields from proactive problem management jobs.	21.3 patches
December 1, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
October 3, 2022	Updates to Patch 6 for version 21.3 are available for SaaS subscribers. This update includes support for rebranding embedded and custom Progressive Web Application (PWA) screens according to your company's standards and requirements.	21.3 patches
September 2, 2022	Issues that were corrected by 21.3 patch 6 and issues that remain open Patch 6 for version 21.3 is available for SaaS subscribers. The following updates are available in this patch: Use separate migration options to synchronize folders and content from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround Perform partial migration of content from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to prevent articles updated in BMC Helix Knowledge Management by ComAround from being overridden Have article flags and flagging attributes such as date and comment automatically synchronized from BMC Helix ITSM: Knowledge Management and BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround Have your localized knowledge articles in BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management automatically synchronized to the corresponding translation languages in BMC Helix Knowledge Management by ComAround Have your knowledge articles migrated significantly faster from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround	Action Request System 21.3 patches
August 1, 2022	Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch: Rollback deployment Updates to the Fluent Bit deployment Enhancements to the Support Assistant tool	Action Request System 21.3 patches
May 26, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
March 23, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
February 8, 2022	This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.	21.3 patches
January 20, 2022	Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment. BMC Service Request Management is available only for upgrade scenarios for existing customers Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround	21.3 patches
	Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.	21.3 patches
November 19, 2021	Issues that were corrected by 21.3 patch 1 and issues that remain open Updates available in 21.3 patch 1: New ChatOps capability for better collaboration Launch Microsoft Teams chat from a major incident Map outgoing mailboxes to companies	21.3 patches
October 4, 2021	Enhancement to BMC Helix ITSM is: Simplified REST API for BMC Helix ITSM Enhancements to BMC Helix ITSM Insights are: Track the usage and benefits of ITSM Insights in BMC Helix Dashboards Change the parent or remove parent relationship for incidents Enhancements to BMC Helix ITSM: Smart IT (Smart IT) are: The page ._itsm_SR_SmartIT_CMDB_Links_Library v21.3 was not found -- Please check/update the page name used in the MultiExcerpt-Include macro Enhancements to BMC Helix ITSM: Smart Reporting are: The page ._itsm_SR_SmartIT_CMDB_Links_Library v21.3 was not found -- Please check/update the page name used in the MultiExcerpt-Include macro	21.3 enhancements

Getting started Orientation BMC Helix ITSM suite overview Getting started with Dashboards Getting started with Smart IT 1 Getting started with Smart Reporting Architecture User goals and features Use cases		Using As an end user, access the BMC Helix ITSM applications and navigate the interface. Using reports and flashboards BMC Helix ITSM of applications provides a variety of tools for collecting, tracking, and monitoring data by using reports and flashboards.
Planning Use the planning information for resources, processes, and activities for BMC Helix ITSM.	Onboarding and implementing As an administrator, you need to configure the BMC Helix ITSM after installation.	Administering As an administrator, manage and maintain BMC Helix ITSM after it is installed and ensure that it is available to end users.
Integrating As an administrator, workflow developer, or consultant, extended and customize BMC Helix ITSM through Advanced Interface Forms or SOAP web services.	Developing As a developer, customize BMC Helix ITSM.	Troubleshooting Resolve common issues or errors, review logs, or contact Support.

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Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix ITSM product.

Why am I not able to find some of the older topics of this product?

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 1
Permission groups and application access	Roles and permissions
Adding miscellaneous company information	Creating companies In AR System documentation
Support group configuration for assignments	Configuring support group assignments In AR System documentation
Data Management	In AR System documentation: Loading Foundation data by using Data Management Setting up group notifications
BMC Remedy ITSM notification events	BMC Helix ITSM notification events
Using web services	Integration methods Developing integrations by using SOAP web services
Configuring Web Services	Registering the BMC Helix ITSM web service

After upgrading, does my existing ticket data get updated?

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.

Post upgrade, how does the access to newly created records work?

After upgrading, newly created records follow the enhanced data access model. For details, see the Access control for ticket data.

What happens to the permissions when I change the parent group of a child group?

AR Server automatically updates the parent field values for all the records in the system. This update is done in the background and the 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 previous parent (Service Desk) and its parent groups can no longer access the data of Backoffice Support.
The new parent (Change Management) can access the data of the child group (Backoffice Support).

How do approvers approve a change request if they are not members of the support groups mentioned in a change request?

If an approver is not a member of the support groups mentioned in a change request, the request is not visible in an application record. In this case, approvers should always approve a request from the Approval Central.

I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.

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
For example, selecting This page and its children from the home page exports the entire space to PDF.

Related spaces

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BMC Helix ITSM 21.3

Creating PDF and Word exports

To export to PDF or Word

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