This documentation supports the 22.1 version of BMC Helix ITSM.

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

22.1 enhancements and patches

Review the BMC Helix ITSM 22.1 enhancements for features that will benefit your organization and to understand changes that might impact your users.


Version

SaaS

On premises

Fixed issues

Updates

22.1.08(tick)
22.1.07(tick)
22.1.06(tick)(tick)

Updates

Updates for on-premises deployments Open link

22.1.05(tick)
Updates
22.1.04(tick)
Updates
22.1.03(tick)
Updates
22.1.02(tick)
Updates
22.1.01(tick)
  • Smart IT Known and corrected issues Open link
Updates
22.1(tick)
Known and corrected issues22.1 enhancements
Related topics

Known and corrected issues

Release notes and notices

22.3 enhancements and patches Open link


BMC applies upgrades as described in the BMC Helix Upgrade policy Open link . BMC applies upgrades and patches during Maintenance windows Open link


(On-premises only) Downloading and installing the patch

Download from EPD

Downloading the installation files Open link

Patch installation

Updating the platform and application component Open link


The following video (4:39) provides a summary of some of the new features and enhancements in BMC Helix ITSM  version 22.1.

https://youtu.be/8VzUB9nR8Y4



22.1.08


BMC Helix Innovation Suite enhancements

Select a row-level security algorithm for fast data retrieval

Select from multiple, row-level security (RLS) algorithms to enhance row-level access control and improve server performance by retrieving the record data faster. For more information, see Improving data retrieval performance by selecting a row level security algorithm Open link .


(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.

For information about enabling BMC Helix Single Sign-On  based MSP in BMC Helix Innovation Suite  application, see Optimizing application access to users with different email domains and authentication mechanisms.



22.1.07


BMC Helix ITSM enhancements

Get real-time insights into service models from Asset console

As a configuration manager or an asset manager, you can better understand the relationships of a CI if you can access the service models created in BMC Helix Discovery. To view the CI's relationships and gain insights into service models in real-time, use the links available in the Related CIs window in Asset console, and on the Assets tab in Asset Progressive View screens.

For more information, see Exploring asset relationships.


BMC Helix Innovation Suite enhancements

Changes to in-app help

In-app help has shifted to a movable widget that is available on every screen. We streamlined self-help to provide the most useful content. The self-help widget provides access to a product tour, interactive guides, instructions for setting up and going live, and more. In addition, you can continue to find answers to your questions in the online documentation or in our  BMC Helix Innovation Studio playlist Open link .


UpdateProduct behavior in versions earlier than 22.1.07Product behavior in version 22.1.07

Define timeout for API calls

You cannot define timeout for API calls.

When you have an API call that takes a longer time to run, use the arsystem.client.arapitimeout parameter from Centralized Configuration and define timeout to avoid an abrupt API call end.

For more information n about the arsystem.client.arapitimeout parameter, see Configuration settings A-B.

Scroll side-by-side panels at different rates 

You cannot scroll panels in PWA screens at different rates based on the amount of information they have. 

As a developer, you can ensure a better user experience in PWA screens containing multiple panels by setting the panels to scroll at different rates, also know as sticky panels. The panel with more content starts to scroll earlier than the other panel so that scrolling on all the panels completes at the same time. To know more about adding sticky panels to PWA screens, see Setting panels to scroll at different rates in Progressive Web Applications.


BMC Helix ITSM Insights enhancements

The following table lists the changes in the product behavior in version 22.1.07:

Update

Product behavior in versions earlier than 22.1.07

Product behavior in version 22.1.07

Ability to search and exclude values in advanced filter for fields with search menu, such as Service CI.

While setting a job in Proactive problem management settings, you could search and include field values in advanced filter for fields with search menu. However, you could not exclude values.

While setting a job in Proactive problem management settings, using the Not equals to option, you can search and exclude field values in the advanced filter categories for fields with search menu.

For more details, see Configuring one-time job settings for proactive problem management and Configuring the recurrent job settings for proactive problem management.

Ability to exclude the Description (Detailed Description) field from  Real-time incident correlation configuration dataset.

In Real-time incident correlation configuration, Description (Detailed Description) was a mandatory field in the dataset, and therefore it could not be excluded from the dataset.

In Real-time incident correlation configuration, the Description (Detailed Description) field is optional, and it can be excluded from the dataset.

For more details, see Configuring incident correlation to detect similar incident clusters.



22.1.06


BMC Helix ITSM enhancements

Edit an outage directly from a ticket

The user can edit the information about outages directly from the ticket, such as a change request and an incident. This helps the user save time. For example, you create a change request to install an anti-virus on 20 machines and relate outages to the change request. After you create the change request, you realize that the scheduled start date and scheduled end date need to be changed. Because you can update the outage directly from the change request, you can make this change quickly without opening each asset and changing the outage information in the asset.




Consent for data collection

When you log on to BMC Helix ITSM: Smart IT for the first time, select whether you want to allow the product to collect information about your product usage. By default, data collection is enabled.

For information about how to change data collection settings, see Modifying consent for data collection.


BMC Helix ITSM archival policy auto-enabled

Setting BMC Helix archiving policies is an important configuration to maintain the high-performance for your BMC Helix ITSM. 

To eliminate the need for customers to manually configure an archival policy, BMC has introduced an auto-scheduler that automatically configures a 2-year BMC Helix archival policy by default for all SaaS customers. On-premises customers can enable the policy manually. According to this BMC Helix Data Archiving Policy Open link , any BMC Helix ITSM data within a customer's main, production forms that are aged two years or older are moved to the archival forms. Other subscriptions outside of BMC Helix ITSM service, such as BMC Helix Digital Workplace, BMC Helix Business Workflows, BMC Helix Virtual Agent, BMC Helix Dashboards, and IT Operations Management products are not part of this 2-year archival auto-scheduler.

The following BMC Helix ITSM data is not archived: 

  • BMC Requester console records
  • Foundation data (for example, organizations and locations)
  • Process setup data (for example, incident management templates)
  • BMC Helix CMDB
  • Knowledge Articles

You can edit the 2-year archiving interval set by the auto-scheduler within your AR System Archive Manager based on your organizational compliance requirements. For more information on how to set or configure archiving policies, see Managing the Archiving process policies.  


New Asset console with comprehensive filtering and configuration options

Asset console users can use the new Asset console based on BMC Helix Innovation Studio to manage assets efficiently. You can use the filters and preset filters available out of the box to locate specific items in the console. You can export the assets to a CSV file to view the assets offline. You can select the columns that you want to be visible in the console and you can also sort multiple columns at a time. As an administrator, you can configure the new Asset console to create and edit presets.

To learn how to enable the new Asset console, see Enabling and configuring the Asset console. For more information about the Asset console based on BMC Helix Innovation Studio, see Tailoring the Asset console for your work .


What else changed in BMC Helix ITSM

UpdateProduct behavior in versions earlier than 22.1.06Product behavior in version 22.1.06

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.

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

New configuration parameter:

enableISAssetConsole

This configuration parameter is not present.

This configuration parameter is used to enable the BMC Helix Innovation Studio based Asset console in BMC Helix ITSM .

For more information, see Centralized configuration.

New configuration parameter:

pwaAffectedCISearchBasedOn

This configuration parameter is not present.

Configuration items (CI) that are affected due to the ticket are specified in the CI field on the ticket profile. It helps the service desk agent to look for a specific CI and take action to resolve the ticket.

This configuration parameter defines how the application searches for CIs and is applicable for Progressive Web App (PWA) tickets only.

For more information, see Centralized configuration

New configuration parameter:

pwaAffectedServiceSearchBasedOn

This configuration parameter is not present.

Services that are affected due to the reported ticket are specified in the Service field on the ticket profile. It helps the service desk agent to look for a specific service, and take action to resolve the ticket.

This configuration parameter defines how the application searches for services and is applicable for PWA tickets only.

For more information, see Centralized configuration.

New configuration parameter:

DisplayTabsInTicketPreview

This configuration parameter is not present.

This configuration parameter controls if the Activity and Resource tabs are displayed when you a preview a ticket.

For more information, see Centralized configuration.


BMC Helix Innovation Suite enhancements

Consent for data collection

After you log in to BMC Helix Innovation Studio , select whether you want to allow the product to collect information about your product usage. For more information, see Modifying consent for data collection Open link .



Analyze the manual reconciliation effort by using an automatically generated reconciliation report

Estimate the manual reconciliation effort required post upgrade by analyzing the reconciliation report automatically generated by BMC Helix Innovation Suite .

This report provides details about objects that require manual reconciliation. You can download the report by using the AR System Upgrade Tracker form through Mid Tier .
For more information about obtaining the automatically generated reconciliation report, see Analyzing the manual reconciliation effort by using the reconciliation report.



Direct SQL actions in active links are replaced with Service actions for improved security

To avoid potential security  vulnerabilities such as SQL injection attacks, BMC has replaced all out-of-the-box Direct SQL actions in active links with Service actions.

If you have customized Direct SQL actions in active links, we recommend using the BMC provided framework to convert the existing direct SQL actions to Service actions.

For more information, see Defining Service actions to replace the customized Direct SQL actions in an active link.


Track the API status of import definitions

Track the import definitions API status by using the AR Metadata API status form. This form tracks the status of the import definition API when you import large definition files.

For more information about using the AR Metadata API status form, see 2024-03-14_01-10-59_.Viewing the API status of import definitions v22.1.06.


Create search filters for BMC Helix Virtual Agent chatbots

If you use BMC Helix Knowledge Management by ComAround as a search provider for BMC Helix Virtual Agent, you can create filters to narrow down the search results in chatbots. When your end users use these filters to search for knowledge articles, the chatbot returns only those articles that meet the search criteria. Your end users benefit from using these search filters in the following ways:

  • Quickly find and focus on the required knowledge articles.
  • Avoid seeing articles that are irrelevant or unavailable to the users.
  • Get personalized user experience.

For more information, see Creating search filters for BMC Helix Virtual Agent Open link .




Access BMC Helix Knowledge Management by ComAround articles based on the enhanced entitlement checks

When you access BMC Helix Knowledge Management by ComAround knowledge articles via a shared link, enhanced entitlement checks are performed. These checks apply to all the knowledge articles:

  • Articles synchronized from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround
  • Articles created directly in BMC Helix Knowledge Management by ComAround

The entitlement checks are based on the mapping defined between support groups in the BMC application and user groups in BMC Helix Knowledge Management by ComAround. Learn how the mapping is set in Defining permission mappings for BMC Helix Knowledge Management by ComAround Open link .


Reschedule the archiving process at off-peak hours

To obtain the best system performance, as an administrator, you can reschedule the archiving process during off-peak hours. You can  also set a recurring schedule to skip the archiving process on certain days.

For more information, see Rescheduling the archiving process.


CCS parameter values retained during upgrade

BMC has introduced a feature that will restrict the upgrade process from changing the CCS parameters, especially those specific to your environment.

You no longer have to manually reset the values after the upgrade because of any unintentional changes in the CCS parameter values.
For more information, see  Changes to configuration settings during an upgrade Open link



BMC Helix ITSM Insights enhancements

Download clusters from Proactive problem management dashboard for offline analysis 

As a problem coordinator, you can select and download incidents from a cluster from the Proactive problem management dashboard. This feature helps you to work offline to analyze the incident details and determine the root cause of the incidents such that similar incidents in the future can be resolved easily.

For more details, see Managing clusters.


What else changed in BMC Helix ITSM Insights

The following table lists the changes in the product behavior in version 22.1.06:

Update

Product behavior in versions earlier than 22.1.06

Product behavior in version 22.1.06

Support for custom priority values while calculating the average priority.

If custom priority values are used in incidents, the Real-time incident correlation and Proactive problem management dashboards do not load properly.

If custom priority values are used in incidents:

  • The incidents with custom priority values are accurately displayed in the heatmap of the Proactive problem management dashboard.
  • The incidents with custom priority values are also included when you sort them on the basis of average priority in the Real-time incident correlation dashboard.

You must update any field in the configuration page for the updated custom priority details to appear on the Real-time incident correlation dashboard.

For more details, see Configuring incident correlation to detect similar incident clusters



22.1.05


BMC Helix ITSM enhancements

 


Leverage the out-of-the-box IT services

BMC provides an out-of-the-box IT content pack  that offers services for common IT-related queries such as fix or repair an asset or a service, request guest WiFi access, or create a user account. It provides flexible and powerful ways to implement these services in your organization with much of your background work already completed. 

The content pack contains various components such as an IT portal to submit the services, foundation data, approval workflows, fulfillment workflows, and work order templates that are required for the end-to-end resolution of a service request.

The content pack provides the following benefits: 

  • Ready-made services to quickly implement in your organization.
  • Extend or modify the services to suit your business processes. 
  • Easily rebrand and customize the IT portal for end users. 
  • Faster ROI by reusing BMC provided questionnaires, advanced approval workflows, and fulfillment workflows.

To learn how to use the content pack, see Leveraging the out-of-the-box IT services. To learn how to set up the content pack, see Setting up the IT content pack


Approve or reject a change request with fewer clicks

Direct approvers can approve or reject a change request directly from the change request form without opening any other window. If you are not a direct approver, you can approve or reject a change request with fewer clicks. For more information, see Reviewing and approving change requests.



Ability to set locale and time zone preference in AR System User Preference

Instead of using the local system settings, you can configure the preferred browser language and time zone by using the AR System User Preference form. If your organization works in diverge geographical locations with multiple languages and time zones, you can set one specific language and time zone for the whole organization by using this configuration. 

To know more about the feature, see Supported languages and locales and Configuring the time zone, and date, and time .


Automatically create a BMC Helix Digital Workplace Catalog request from a BMC Helix ITSM fulfillment ticket

This capability is available with BMC Helix ITSM and BMC Helix Digital Workplace Catalog.

When you raise a BMC Helix ITSM ticket for an incident request, work order, or change request, a corresponding service request can be automatically created and submitted in BMC Helix Digital Workplace Catalog. This automation reduces the time you spend manually creating a BMC Helix Digital Workplace Catalog service request for each ticket, and also reduces the load for Service Desk Agents in switching between applications.

For more information about this feature, refer to  Configuring automatic creation of Digital Workplace Catalog service requests from fulfillment ticket Open link .




What else changed in BMC Helix ITSM

UpdateProduct behavior in versions earlier than 22.1.05Product behavior in version 22.1.05

New configuration parameter:

sbeConnectorName


This configuration parameter is not present.

This configuration parameter is used to create BMC Helix Digital Workplace Catalog requests automatically when a BMC Helix ITSM   fulfillment record is submitted.

For more information, see Centralized configuration.

New configuration parameter:

useARUserPreferenceForTimezone

This configuration parameter is not present.

This configuration parameter is used to display the screens in the user-preferred time zone as saved in the AR System User Preference form without depending on the client system time setting.

For more information, see Centralized configuration.

New configuration parameter:

useARUserPreferenceForLocalization

This configuration parameter is not present.

This configuration parameter is used to display the screens in the user-preferred language as saved in the AR System User Preference form without depending on the browser locale setting.

For more information, see Centralized configuration.

New configuration parameter:

arsystem.pv_menu_debounce_time

This configuration parameter is not present.

This configuration parameter is used to determine the wait time interval for sending expand menu call after entering Autokey stroke in a menu.

For more information, see Setting user preferences and CCS parameters for Progressive Web Applications Open link


BMC Helix Innovation Suite enhancements

Trigger multiple grid filters in batch mode

Use Begin and End modes in Apply grid filter action on an action button to apply multiple filters on a grid in batch mode. These new modes refresh the grid only after the batch mode is complete, and not after every filter defined in Apply grid filter action. 

For more information, see Configuring actions by using an action button Open link .






Improve the search capability of a named list by providing an additional qualification

Use the Additional named list filter property on a record editor or record grid to specify an additional query for the named list to help users quickly select the relevant values. 

For more information, see  Creating a view for a record instance by using record editor Open link and  Creating a tabular view of record instances by using a record grid Open link .


Override browser locale settings in PWA with user preferences

Use the following configuration parameters to override the browser locale settings with AR User Preference form settings to determine time zone and language in Progressive Web Applications:

useARUserPreferenceForLocalization
useARUserPreferenceForTimezone

To know more, see Setting user preferences and CCS parameters for Progressive Web Applications Open link .



What else changed in BMC Helix Innovation Suite

UpdateProduct behavior in versions earlier than 22.1.05Product behavior in version 22.1.05

Improve grid performance by using Apply filters to apply only selected filters

When you select a filter in the record grid or filter preset, the grid is refreshed for every filter selection.

When you select a filter in the record grid or in filter preset, the grid refreshes only after you click Apply filters.

If you apply multiple filters, the grid is refreshed only after you click Apply filters, and not for every filter selection. This option helps to improve the performance on the grid.

For more information, see  Defining filter presets to search records Open link .

The filter pill on the grid displays the label of the selection based on the named list attached to the field.

When you apply a filter on a field from a record definition that is associated with a named list, the filter pill on the Record grid displays the value of the field instead of the label. 

The filter pill on the Record grid, filter preset, or view preset selector displays the label based on the named list attached to the field. This helps the user to easily identify the selection applied on the filter. 

Improve the capabilities of a named list by associating it with a custom record definition.

While creating a named list, you could not select a custom record definition from the Record definition list.

While creating a named list, you can select a custom record definition from the Record definition list.

For more information, see  Facilitating data entry through named lists Open link .

Synchronize knowledge articles to multiple portals in BMC Helix Knowledge Management by ComAround

You can synchronize knowledge articles from the following BMC applications to a single portal in BMC Helix Knowledge Management by ComAround:

  • BMC Helix ITSM: Knowledge Management
  • BMC Helix Business Workflows Knowledge Management

You can synchronize knowledge articles from the following BMC applications to multiple portals in BMC Helix Knowledge Management by ComAround:

  • BMC Helix ITSM: Knowledge Management
  • BMC Helix Business Workflows Knowledge Management


BMC Helix ITSM Insights enhancements

Search and relate problem investigations to incidents in fewer steps

As a problem coordinator, you can search for problem investigations across BMC Helix ITSM in the Proactive problem management dashboard and relate them to incidents in a cluster. This feature reduces the additional steps of navigating to BMC Helix ITSM, and relating problem investigations to incidents.

For more details, see Managing clusters.



22.1.04


BMC Helix Innovation Suite enhancements

Disable or hide an action button based on the selected rows in a Record grid

You can use Functions in Expression Editor to create an expression to disable or hide action buttons based on what rows you select in a Record Grid. For example, you might have a Ticket console with different record types, such as Incidents, Change requests, and Problems. You might want an Approve action button disabled when records that are already approved are selected.

For more information, see  Creating a tabular view of record instances by using a record grid Open link .


Reconcile customized Developer Studio form views by using the reconciliation process

If you have customized Developer Studio form views, you need to reconcile them after upgrading to BMC Helix Innovation Suite  version 22.1.04.

Reconciling your custom objects ensures the following:

  • Your environment is intact after an upgrade and the customized form views do not break.
  • You can reconcile the customized Developer Studio form views without requiring intervention from BMC.
  • You have an agility to adapt new features as per your convenience.

For more information, see Reconciling customized Developer Studio form views.


Search for BMC Helix Knowledge Management by ComAround articles based on the enhanced entitlement checks

When you search for BMC Helix Knowledge Management by ComAround knowledge articles from your BMC application, the search mechanism uses enhanced entitlement checks that apply to all the knowledge articles:

  • Articles synchronized from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAround

  • Articles created directly in BMC Helix Knowledge Management by ComAround

The entitlement checks are based on the mapping defined between permissions groups in the BMC application and user groups in BMC Helix Knowledge Management by ComAround. Learn how the mapping is set in Defining permission mappings for BMC Helix Knowledge Management by ComAround Open link .


Provision to show or hide the view component based on user's device

Display the view components on your desktop, mobile, or tablet without compromising usability and user experience. The interface design adapts to the user preferences and the device they are using.

For more information, see Defining the user interface through view definitions Open link .


What else changed in BMC Helix Innovation Suite

UpdateProduct behavior in versions earlier than 22.1.04Product behavior in version 22.1.04
Set minimum number of filter criteria in grid to display dataTurn on the toggle key to prevent the grid from displaying any data unless a filter is applied or a search is performed.

Select a value from the Required number of filters list to display data in the grid at runtime. The values in the list ranges from None to 5.

  • None—No filters are required to display data on the grid.
  • 1-5—Number of filters you must apply to display data on the grid at runtime. If no filters are applied, the following warning message is displayed:
    You must apply a filter or perform a search to display data.

The following image displays the Required number of filters list:

For more information, see  Creating a tabular view of record instances by using a record grid Open link .

Configure fixed width for Action columns in a Record Grid.

Use the Width option for the Record Grid columns to define the width based on the content displayed in the column.

After you configure row actions for the rows in a Record Grid, an Actions column is displayed. Use the Width option to configure a fixed width for the Actions columns. You can set the width for the Actions columns in pixels or percent to keep the width fixed even if you resize the window or change the width of the other columns at runtime.

The following image shows an example of the Actions column width set to 25 percent:

For more information, see Configuring actions by using an action button Open link .


BMC Service Request Management enhancements

Authoring Groups for work order templates

As an administrator, while creating work order templates you can configure the authoring groups so that these templates are available to only members of these groups.

For more information, see Configuring the Work Order form and templates.


What else changed in BMC Service Request Management

UpdateProduct behavior in versions earlier than 22.1.04Product behavior in version 22.1.04

A new enableAuthoringGroupForWO  configuration parameter has been introduced. 

This configuration parameter is not present.

As an administrator, if you want to use the to authoring groups functionality for work order templates, you can set this parameter value as true. By setting the value of this parameter to true, the Authoring For Groups tab is available where you can configure the following:

  • Authoring group details - The group that can modify the template.
  • Usage Groups - Groups who can use the template.

By default, this configuration parameter is set to false.

For more information, see to the Configuring the Work Order form and templates topic.


22.1.02


BMC Helix Innovation Suite enhancements

Bring record data from multiple record definitions together in a single grid

Use a custom record definition to fetch record data from one or more record definitions and display them in a single grid. A service desk agent can use this custom record definition to view the data from multiple record definitions such as incident, task, problem, and change tickets in a single record view.

For more information, see  Creating or modifying custom record definitions Open link .



Customize a list for predefined view presets

Use a View preset selector component to display predefined view presets you want to use at runtime. You can also update the view preset condition at runtime and save it as a custom view preset to the View preset selector.

For more information, see Adding a View preset selector to a view Open link .


Export archived data to the Secure File Transfer Protocol (SFTP) location

You can export the archived data on the Secure File Transfer Protocol (SFTP) location and use the data as and when required. With data archived on SFTP, there are fewer records in the application and the database offers a more efficient performance.

The option to move archived data to SFTP location is available on the AR System Archive Manager Console. 

You can use the following parameters in the Centralized Configuration to set the SFTP location:

For more information, see Exporting and deleting archived data.


View information about a specific server through the AR System Management Console

Information about a server is available on the Server Info tab of the AR System admin console. This tab helps you know about changes made on a specific server in the server group.

For example, in a server group of 10 servers, you modify settings on server 5. These changes are easily accessible through the Server Info tab of the AR System Server Group Console.

For more information, see Viewing information about a specific server in the server group.


What else changed in BMC Helix Innovation Suite

UpdateProduct behavior in versions earlier than 22.1.02Product behavior in version 22.1.02
Improvements to the Record grid component

The Record grid component in View designer provides the following capabilities:

  • Get data for hidden columns option to retrieve data for hidden columns
  • Enable grid with expansion option to expand the width of the grid to accommodate wider columns
  • Width option to define the column width based on the content displayed in the column. 
  • An export option to download all or selected records displayed in the grid to a CSV file.

For more information, see Creating a tabular view of record instances by using a record grid Open link .

Retrieve distinct record instances from record definitions.The RecordInstanceDataPageQuery REST API retrieves all instances of a record from the record definition, including duplicate instances.

The RecordInstanceDataPageQuery REST API retrieves only the distinct record instances from a record definition.

For more information, see Retrieving record instances using REST API Open link .


BMC Helix ITSM enhancements

What else changed in BMC Helix ITSM

The following table lists the changes in the product behavior in version 22.1.02

UpdateProduct behavior in versions earlier than 22.1.02Product behavior in version 22.1.02
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.


BMC Helix ITSM Insights enhancements

Filter incidents within a cluster on the Real-time incident correlation dashboard

As a Service Desk Manager, you can apply multiple filter criteria to view the required incidents within a cluster on the Real-time incident correlation dashboard. You can view the count of incidents in clusters that match the filter criteria. And you can also drill down a cluster to view the list of incidents that match the filter criteria. 

For more information, see Incident correlation.


What else changed in BMC Helix ITSM Insights

The following table lists the changes in the product behavior in version 22.1.02:

Update

Product behavior in versions earlier than 22.1.02

Product behavior in version 22.1.02

Drilling down into a clusters in the Real-time incident correlation dashboard

When you drill down into a cluster where none of the incidents are relevant to you, the drill-down view shows an empty table.

A cluster without any incidents relevant to you is not displayed. 



22.1.01


BMC Helix Innovation Suite enhancements

Select a BMC Helix Knowledge Management by ComAround portal for integration

Select a BMC Helix Knowledge Management by ComAround portal to integrate with BMC Helix ITSM: Smart IT or BMC Helix Business Workflows. When users search for knowledge articles, BMC Helix Knowledge Management by ComAround searches for articles only in this portal. This portal opens directly from the integrated BMC application.

For more information about this feature, see  Adding BMC Helix Knowledge Management by ComAround credentials Open link .


Troubleshoot cache sync issues in the server group

In a server group environment, you might occasionally observe that the metadata on all servers is not in sync. To overcome the issue, use the Server Group Cache Peer Error form from through  Mid Tier . 

On the Server Group Cache Peer Error form, review the Record ID reported for a specific RMI URL and troubleshoot the issue by analyzing server group logs or debug logs. For more information, see Troubleshooting cache sync issue in server group.


What else changed in BMC Helix Innovation Suite

UpdateProduct behavior in versions earlier than 22.1.01Product behavior in version 22.1.01
Use the Flush Cache-All pods button to clear cache from all Mid Tiers in a cluster.

Use the Flush Cache-All pods button on the Cache Settings page of the Mid Tier Configuration Tool to clear local cache from all Mid Tiers in the cluster.

The following screenshot shows the Flush Cache-All pods button on the Cache Settings page:

For more information, see Configuring cache settings for the mid tier.


BMC Helix ITSM enhancements

Improvements to the Smart IT mobile browser interface

The Smart IT user interface was not originally designed as a responsive UI, and had certain limitations based on the accessing device. In this release, improvements have been made to the Smart IT interface so that certain features are responsive even on mobile devices.

You can access Smart IT through your mobile web browser without any additional configuration. Changes which have been applied to screens through configuration or customization will also be visible in the mobile browser. To learn more about the changes in the Smart IT interface when accessing through your mobile web browser, see Differences between Smart IT UC and mobile clients.



22.1.00


BMC Helix ITSM enhancements

Identify quickly the source application that creates a ticket

By using the ticket screen in the Progressive Web app, the IT Agent can quickly identify if the ticket was created by the BMC Digital Workplace catalog request or in BMC Helix ITSM. You can navigate from the ticket screen to Smart IT to view the details of the service request. For more information, see Overview of information displayed on a ticket in Smart IT.


BMC Helix ITSM extends Canadian language support

BMC Helix ITSM solution now supports Canadian French as a part of the standard SaaS setup. Learn more about, see Supported languages and locales.


What else changed in BMC Helix ITSM

UpdateProduct behavior in versions earlier than 22.1Product behavior in version 22.1
REST APIThe ability to create incident, problem and change were not available in simplified REST API.Simplified REST API version 2 is available by using which you can create incident, change, and problem investigations.
REST APIYou can set any combination of Status and Status reason while updating a ticket by using REST API.You must specify a Status reason that is associated with the corresponding Status of the ticket. See Workflow change guidelines.


What else changed in BMC Helix ITSM: Smart IT


The following table lists the changes in the product behavior in version 22.1:

UpdateProduct behavior in versions earlier than 22.1Product behavior in version 22.1

Centralized configuration parameter dwp.base.url

This configuration parameter is used to specify the BMC Helix Digital Workplace load balancer server URL.

This parameter is no longer present in Centralized configuration.

You must add the BMC Helix Digital Workplace Advanced application details in BMC Helix Innovation Suite. For more information, see  To add BMC Helix Digital Workplace Advanced client application credentials Open link .

Accessibility enhancements

Accessibility and usability of Smart IT was inconsistent for JAWS users.

Accessibility is improved in Smart IT PWA screens for JAWS users.

Ticket preview from  Global search 

When you search for a ticket in Global search, the left pane shows search results and the r ight pane shows the ticket preview.

The ticket preview includes the Activity, Resource, Tasks, Configuration items, and Related items tabs. 

When you search for a ticket in Global search, the left pane shows search results and the r ight pane shows the ticket preview.

The Activity, Resource, Tasks, Configuration items, and Related items tabs are hidden in the ticket preview.


BMC Helix ITSM Insights enhancements

Automatic response to emails with relevant knowledge articles

When end users send an email to Service Desk, BMC Helix ITSM sends an auto reply that contains up to three relevant BMC Helix Knowledge Management by ComAround knowledge article links. By using these knowledge articles, users can troubleshoot and resolve the issue via self-service.

For more information, see Automatically responding to inbound emails with knowledge articles.


Sort incident clusters by trend

As a Service Desk Manager or Major Incident Manager, sort clusters by trend to view clusters that have an upsurge in number of incidents in a specified number of hours. 

For more information, see Incident correlation.


Detect probable major incidents 

As a Service Desk Manager or Major Incident Manager, view clusters that are likely to have a major incident in the Real-time incident correlation dashboard. Such clusters are indicated with Possible major incident label in the Real-time incident correlation dashboard.

Your team can then create a major incident candidate from this cluster and conduct further analysis as part of the Major Incident Management process.

For more information, see Detecting major incidents.


Search for a cluster on the Real-time incident correlation dashboard

Enter text to search for a cluster in the Real-time incident correlation dashboard. The application displays the clusters whose names match or partially match the search text. 

For more information, see Incident correlation.



What else changed in BMC Helix ITSM Insights

The following table lists the changes in the product behavior in version 22.1:

Update

Product behavior in versions earlier than 22.1

Product behavior in version 22.1

Recommended parent moves to a different cluster in Realtime incident correlation dashboard

The application recommends an incident as a parent in a cluster for association. If the recommended parent moves to another cluster due to updates in the incident, no other recommended parent was available in the cluster for association. 

When the recommended parent moves to another cluster due to updates in the incident, the application recommends another incident that you can associate as a parent incident in the cluster.

Status of recommended parent on Manage Parent/Duplicate dialog box

When you select some tickets from the drill down table and click Manage Parent/Duplicate, the pop up shows the recommended parent incidents. However, the status of the parent incident is not displayed. 

When you select some tickets from the drill down table and click Manage Parent/Duplicate, the pop up displays the recommended parent incidents and the status of the incidents. 


BMC Helix CMDB enhancements

Rebrand the CMDB Portal

Customize the look of the CMDB Portal by changing the colors and logo to match with your company's brand colors. For more information, see Rebranding the CMDB Portal.



UI enhancements in BMC Helix Innovation Suite

Type-ahead suggestions when creating text filters

Use the type-ahead capability to search for a string by typing a few characters and selecting the associated string from the list of suggestions. For example, you can type Full or full to bring up the quick text response full-time employee 

The type-ahead option works only for named list fields and not for the text fields. 


Leverage icons in BMC Helix Innovation Studio with an icon picker

Access multiple icons in a view or the navigation submenus. You can select the icons or search for an icon from the icon picker in BMC Helix Innovation Studio .

For more information, see Configuring actions by using an action button Open link .


Define row actions in Record Grid

As a developer or an application business analyst, you can define multiple actions to the rows in the Record Grid component. You can run these actions dynamically for record instances at runtime. 

For more information, see  Creating a tabular view of record instances by using a record grid Open link .



Enhance the fields in Record Grid by adding cell styling

You can apply display properties to cells in the Record Grid component. As a developer or application business analyst, you can add styling such as font size, bold, italics, text color, or background color, and change specific cell styling based on an expression. 

For more information, see Creating a tabular view of record instances by using a record grid Open link .


Use predefined custom filters to display records

As a developer or application business analyst, you can create predefined custom filters for a specified column of the Record Grid component in BMC Helix Innovation Studio . You can then use these custom filters at runtime in an application to display only those records that match the filter criteria. 

For more information, see  Creating a tabular view of record instances by using a record grid Open link .


Security enhancements in BMC Helix Innovation Suite

Automatically unlock the BMC Helix Innovation Suite  account

When the BMC Helix Innovation Suite  account is locked due to failed password attempts, you can automatically unlock your account, without the help of an administrator.

In Centralized Configuration, administrators use the Max Number of Automatic Unlock setting to set the number of attempts for incorrect password, and the Automatic Time To Unlock setting to set the time interval for automatic unlock.

For more information, see 2023-12-28_04-51-12_.Enabling automatic password unlocking v22.1.


Real-time validation for attachments

The out-of-the-box ARSYS.ARF.SECURITY.ATTACHMENTVALIDATION plug-in performs real-time attachment scanning.

If the attachment antivirus scan fails, the scan result is stored in the Attachment Scan Failure Report form. This form also stores the validation logs.

Configure the exception list to skip antivirus scanning for specific forms and record definition attachment type field.

For more information, see Attachment validation plug-in.


Use the Password Change form to update BMC Helix Innovation Suite password

When you access BMC Helix Innovation Suite through clients, such as Developer Studio , Mid Tier , or Smart IT , use the User Password Change form through Mid Tier  to change the password if the following conditions are true:

  • You use BMC Helix Innovation Suite with AR System authentication instead of the BMC Helix Single Sign-On authentication, and
  • You log in for the first time to BMC Helix Innovation Suite  , or when you login after your password expires.


Performance and operation enhancements in BMC Helix Innovation Suite

Obtain the ARJDBC query execution plan by using the explain query REST API

Use the explain query REST API to obtain and analyze the query execution plan for MS SQL, Oracle, and PostgreSQL databases.

The query execution plan helps you to analyze the database query and improve the system performance by modifying the database query as per your requirement. For more information, see .Example of using the explain query REST API to get the ARJDBC query execution plan v22.1.

 


Manage and distribute rule processing load

Distribute a load of business rules by using the pools.  BMC Helix Innovation Studio provides a UI to visualize which rules are executed in which pools. As an administrator, when you trigger a rule, the rule applies to multiple records, utilizing significant computer resources to perform the actions. You can visualize the distribution of rules among pools by using rule pool management, and assign the rules to a specific pool to distribute the load.

For more information, see Assigning rules to a pool for load distribution Open link .


Improve system performance by periodically archiving record data

Improve system performance and comply with record retention policies by archiving obsolete records in BMC Helix Innovation Studio . Archiving the records helps you to reduce the database size by periodically extracting archived data and improve search results and system performance because the application now has fewer records to search.

For more information about archiving data from BMC Helix Innovation Studio , see Enabling record archiving Open link .


View logs for debugging process definitions

In BMC Helix Innovation Studio , track and debug issues by viewing and downloading logs for process instances. As a developer or an application business analyst, you can gather information about functional issues or errors in a process instance and log them to a log file.

For more information, see Viewing and downloading process logs Open link .


View errors during import and export of a content package

As an administrator, you can view a status report that indicates success and failure of all the content within the package. For more information, see Deploying application tailoring changes Open link .

You can also view the history of past content package imports so that you can analyze the import behavior and the data within the package.

For more information, see Creating content packages to deploy tailoring changes of applications Open link .


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 .


Integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows

Integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows to use BMC Helix Knowledge Management by ComAround as a knowledge provider for BMC Helix Business Workflows. BMC Helix Knowledge Management by ComAround provides the following benefits: 

  • AI-powered cognitive search with natural language processing capabilities and predictive insights
  • Multilanguage support that offers interfaces and the ability to easily create and translate knowledge articles to different languages
  • Real-time translation of knowledge articles to more than 100 languages
  • Omnichannel integration that allows knowledge consumption from multiple applications
  • Support for KCS® V6 methodology

  • Option to make the knowledge articles visible to your external end users
  • Option to add rich media to your knowledge articles
  • Out-of-the-box knowledge articles to support service desk agents and customers who use software from Microsoft, Google, Adobe, and Zoom

To learn how to integrate BMC Helix Knowledge Management by ComAround with BMC Helix Business Workflows, see Getting started with BMC Helix Knowledge Management by ComAround Open link .


Improve system performance and maintain database sanity by using the Data Cleanup utility

The Data Cleanup utility periodically scans the forms and record definitions that contain large amount of data and removes the stale data from your environment. This helps improve system performance by maintaining database sanity. This prevents data load on the user facing servers.

By default, the Data Cleanup utility runs on a set of pre-defined forms and record definitions with non-functional data which tend to grow quickly.

Administrators use the Stale Data Cleanup form and select forms and record definitions, the age of data, and the time interval to run the Data Cleanup utility. The Data Cleanup utility does not run on archived forms.

For more information about using the Data Cleanup utility, see .Improving system performance by using the Data Cleanup utility v22.1.



Effective database resource utilization by stopping the long running database calls 

An administrator uses the Timeout-Queries-From-Get-Calls-Only setting in the Centralized Configuration to avoid connection timeout when you run a SELECT query on the database.

For more information about the Timeout-Queries-From-Get-Calls-Only setting, see Timeout-Queries-From-Get-Calls-Only.


Sort and pagination functionality is available for the Errored tab of the Manage Process dashboard

In BMC Helix Innovation Studio , sorting and pagination functionality is available for the table/grid on the Errored tab of the Manage Process dashboard.


Monitor the health of BMC Helix Innovation Suite by using the arstartup-debug.log file

An improved log file, arstartup-debug.log captures API, SQL, and Filter logs during AR System server startup. This helps an administrator to monitor the health and efficiency of the environment and perform better issue analysis.

The arstartup-debug.log file is located in the db folder.

BMC Helix subscribers can contact BMC customer support Open link to enable the start-up logs. For more information about logging, see Logging and monitoring AR System server.


Access process logs and bundle logs from the Server Group Log Management tab on the AR System Server Group Administration Console

The Server Group Log Management tab on the AR System Server Group Administration Console offers an easy mechanism to access Process logs and bundle logs for BMC Helix Innovation Studio.

  • You can download process logs, also select bundle name from the available bundles and download logs.
  • You can also define a process filter to filter logs for specific process.

For more information, see Managing logs for server groups.


Run developer sandboxes on your local machine by using a docker container

As an administrator, you can access the Developer portal Open link and install a BMC Helix Innovation Suite Sandbox on your local system by running a docker container. You can use this local Developer Sandbox to develop and test your applications on your machine without the same security restrictions placed on the Amazon Web Services (AWS) Developer Sandbox instances. 

Use the BMC Helix Innovation Suite Developer Sandbox version 22.1 instance to perform the following actions on your local system:

  • Test and debug custom code
  • Build and leverage Web APIs and External Record Definitions
  • Share folders between the laptop and the docker instance to have the logs available locally

For more information about creating a new local development environment, see Setting up a local Developer Sandbox environment Open link in  BMC Helix Innovation Studio documentation.


Change content displayed in the @mention component using a run process

As an application developer, you can enable application users to decide the type of content displayed in an @mention list by using the CHANGE_HOTKEY_MENU process command.

For more information about the process command, see Process commands. To understand the usage of the command with an example use case, see the "To enable users to select the type of content displayed in the @mention component" section in Configuring the @mention component.


What else changed in BMC Helix Innovation Suite

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 22.1Product behavior in version 22.1
Process and Rule designer actions support dynamic record definitionYou can select the record definition during design time.

While designing a process or rule, you can select record definitions dynamically at runtime for the following actions:

  • Create Record
  • Update Record
  • Delete Record
  • Get Record
  • Get Records By Query
  • Get Record Instance Count
  • Get Security Label
  • Summarize Text
  • Verify Pin

For more information, see  Creating or modifying record instances using Record Service Tasks Open link .

Mandate justification reasons for approving or rejecting approval requestsYou can provide a justification reason only if the approver rejects the approval request. 

While configuring approvals, you can make it mandatory to provide a justification reasons for approving or rejecting a request. 

For more information, see Registering a record Open link .

Configure a menu item in the top navigation barYou can only add menu and menu items in the navigation bar.

You can add customized action icons that launch an action, such as navigating to a view or launching a URL in a navigation bar.

Additionally, you can select options to display the selected view.

For example, you can display the selected view in full width, open the view as a blade, or launch the view in a new window.

For more information, see Adding navigation components to header Open link .

A common identifier to trace the Mid Tier logsA common identifier to trace the flow of execution of APIs across log files for the AR System Server and CMDB Engine.

A trace ID is a common identifier available in the log files, such as API log, SQL log, Escalation log, and Mid Tier logs (armidtier0.log).

By using a trace ID, you can:

  • Track all Mid Tier activities occurring as a result of escalations, filter, and active link run.  
  • Trace the flow of execution of APIs across different log files. 
  • Verify that a particular log statement has arrived from a particular transaction.
  • Keep track of all the actions happening in the Mid Tier because of the executions of escalations and filters.
  • Correlate logs from different servers in a server group from the same client.
Developer Studio supports only Java 11 or laterDeveloper Studio supported Java 8 or later.You must have Java 11 or later in your environment before you can install Developer Studio. 
Synchronize article flags from BMC Helix ITSM: Knowledge Management or BMC Helix Business Workflows Knowledge Management to BMC Helix Knowledge Management by ComAroundFlagged 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 processKnowledge 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.

Compatibility with  BMC Helix ITSM: Smart Reporting version 21.3


(Upgrade only) BMC Helix Innovation Suite version 22.1 is compatible with BMC Helix ITSM: Smart Reporting version 21.3.

Use active links in direct SQL action through a filter in Developer Studio .

Use active links in direct SQL action through Mid Tier and Developer Studio .

You cannot use direct SQL action in active links through Mid Tier .  However, you can use  direct SQL action through a filter in Developer Studio .”




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Comments

  1. Steve Mitchell

    Missing link for "Migrating Smart IT configurations to PWA screens"

    Sep 07, 2022 10:29
    1. Aditya Kirloskar

      Hello Steve,

      This change is not available in this version. I have made the required changes. Apologies for the miscommunication.

      Regards,

      Aditya

      Sep 08, 2022 02:18
  2. Cade Hoff

    This page is missing 3 sections under BMC Helix ITSM 21.05 MultiExcerpt named BMC Helix ITSM 1 was not found -- Please check the page name and MultiExcerpt name used in the MultiExcerpt-Include macro MultiExcerpt named smartit_enhancement_6 was not found -- Please check the page name and MultiExcerpt name used in the MultiExcerpt-Include macro MultiExcerpt named Auto-create DWPC request was not found -- Please check the page name and MultiExcerpt name used in the MultiExcerpt-Include macro

    Mar 28, 2023 10:57
    1. Dhanya Menon

      Hello Cade, Thank you for your comment. Apologies for the missing sections.

      We have updated this page and the missing sections are now visible.

      Regards, Dhanya

      Mar 28, 2023 12:38