This documentation supports the 21.3 version of BMC Helix ITSM.

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

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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 06 Feb

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 Open link

AR System release notes Open link

BMC Helix CMDB release notes Open link

Smart IT release notes Open link

Change Management release notes Open link

Asset Management release notes Open link

Knowledge Management release notes Open link

Smart Reporting release notes Open link

Service Desk release notes Open link

BMC Service Level Management release notes Open link

BMC Service Request Management release notes Open link

BMC Helix Single Sign-On release notes Open link

DateSummaryReference
January 29, 2024

Issues that were corrected by 21.3 patch 11 and issues that remain open

Patch 11 for version 21.3 is available for SaaS subscribers. The following updates are available in this patch:

  • (Controlled availability customers only) Facilitate application access to users having different email domains
September 5, 2023

This patch release contains defect fixes for BMC Helix ITSM,  BMC Helix ITSM: Smart IT, and updates for BMC Helix Service Management deployment. 

June 15, 2023

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

January 23, 2023

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

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.

December 1, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

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.

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 Open link

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 Open link

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 Open link

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:

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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

Navigating common interfaces

 

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
 
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