This documentation supports the 22.1 version of BMC Helix ITSM.

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

Customizing BMC Helix ITSM

Experienced administrators, workflow developers, and consultants can extend and customize the behavior of the applications to meet the changing needs of your organization and to integrate them with other applications. BMC Helix ITSM applications are built on the platform supplied by AR System.


If the out-of-the-box BMC Helix ITSM: Asset Management application does not meet your needs, you can customize it. If you customize Asset Management, you might also need to customize the BMC Helix CMDB.

BMC offers courses for beginners through advanced workflow developers. For more information, visit BMC education at

Use the recommendations to customize the BMC Helix ITSM applications on both BMC Helix ITSM and BMC Helix ITSM on-premises environments for seamless upgrades.

  • Use AR System Overlays feature to customize BMC Helix ITSM applications.
  • Typical customization work includes adding AR System filters and active links to enhance workflow.

You can customize user interface objects and some common functions in each application. For detailed guidelines, see the following topics:

Best practice

Do not use the Approval Server forms to define custom rules and processes. Instead, we recommend that you use the advanced configuration options that are available in Application Administration Console > Custom Configuration > Foundation > Advanced Options.

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