This documentation supports the 23.3 version of BMC Helix ITSM.

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

23.3 enhancements and patches

Review the BMC Helix ITSM 23.3 enhancements for features that will benefit your organization and to understand changes that might impact your users.


Version

SaaS

On premises

Fixed issues

Updates

23.3.01(tick)(tick)Known and corrected issuesUpdates
23.3.00(tick)
Known and corrected issues23.3 enhancements
Related topics

Known and corrected issues

Release notes and notices

Downloading the installation files Open link

BMC Helix Single Sign-on 22.3 enhancements and patches Open link

BMC Helix Digital Workplace 23.3 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

Downloading from EPD

See Downloading the installation files Open link in BMC Helix Service Management Deployment documentation.

Patch installation

See Upgrading BMC Helix IT Service Management to 23.3.01 Open link in BMC Helix Service Management Deployment documentation.


The following video (3:57) provides a summary of some of the new features and enhancements in BMC Helix ITSM  version 23.3.

https://youtu.be/8pXC-ulEyOw


23.3.01


BMC Helix ITSM enhancements


Department information displayed for filter suggestions

In BMC Helix Innovation Studio based Shared Ticket Console, Asset console and Calendar, when you start typing in filters, a list of suggestions are shown. These suggestions for Named List filters include department information displayed below, along with the email IDs to help distinguish filter suggestions with same values.

For more information, see Managing your work by using Ticket Console, Accessing and navigating the Asset console Open link , and Scheduling changes by using the Calendar Open link .


Take advantage of the upgraded BMC Helix Knowledge Management by ComAround interface

Users with knowledge worker roles can benefit from the enhanced application interface when they open BMC Helix Knowledge Management by ComAround from BMC Helix ITSM to view or create articles. 

With the upgraded interface, users enjoy extended capabilities as they can get more information about articles in BMC Helix Knowledge Management by ComAround. For example, they can quickly see related content and possible duplicate articles, or assess article quality by completing the standard checklist.

For more information about how BMC Helix ITSM users with knowledge worker roles can leverage the upgraded BMC Helix Knowledge Management by ComAround interface, see Leveraging knowledge from BMC Helix Knowledge Management by ComAround.



End-of-product-support information

Starting from 23.3.01 version, in the Asset console, you can view the following end-of-support dates:

End of Extended Support (EOES)
End of Life (EOL)
End of Security Support (EOSS)
End of Support (EOS)

You can add these fields as visible columns and filter by these dates in the Asset console. This helps you to manage the lifecycle of the assets easily by using the Asset console. For more information about adding these fields to your custom views after upgrade, see Filtering by asset attributes in Asset Console. For more information about Asset console, see Accessing and navigating the Asset console Open link .


Display start and end dates of tickets in Calendar side bar

In the BMC Helix ITSM Calendar, built on the BMC Helix Innovation Studio, you can view the date ranges in the side bar. You can directly view the start and end dates of the planned activities without opening the tickets. You can configure the calendar component to view the start and end dates of tickets by turning on the Show dates ranges toggle switch.

For more information, see  Enabling and configuring the calendar Open link .

 


Add BMC Helix bot by default to the Microsoft Teams chat

When you click Launch ChatOps from any incident ticket, you can add members and launch a Microsoft Teams chat. You can add the BMC Helix chat bot to the chat group and get details related to the incidents quickly.
You can either manually add the chat bot, or you can now configure the ChatBot-Id CCS parameter to add the bot to the Microsoft Teams chat by default.

For more information, see Launching ChatOps for collaboration Open link .


What else changed in this release

Update

Product behavior in versions earlier than 23.3.01

Product behavior in version 23.3.01

Ticket statistics cards in the Shared Ticket Console

When you click Show ticket statistics and click any statistics card, the corresponding filters are applied and the statistics cards are hidden. When you click Show ticket statistics again, the previously selected statistics card is not highlighted even when the filters are still applied.

When you click Show ticket statistics and click any statistics card, the corresponding filters are applied. The statistics card remains selected and is highlighted with background color, until you click the statistics card again or any filter is removed. For more information about updating your custom views to enable clickable ticket statistics cards after upgrade, see Enabling clickable ticket statistics cards in Shared Ticket Console. For more information about Shared Ticket Console, see Managing your work by using Ticket Console.

Searching in BMC Helix Innovation Studio based Shared Ticket Console, Asset console and Calendar. 

Searchable option is enabled for a few Named List filters.

All the Named List filters are configured with either Contains (Anywhere), or Starts with (Leading) search. Also, the Searchable option is enabled for all the contextual fields of Named List Filters to help expand the search capability.

New configuration parameter

LockFieldsPostApprovalPhase

This configuration parameter is not present.

This configuration parameter is used to lock the Title and Description fields of a change request after approval. If the change request is moved to Draft status after approval, both the fields are unlocked and can be edited.

For more information about setting the CCS parameter, see  Setting configuration parameters Open link

New configuration parameter

ChatBot-Id

This configuration parameter is not present.

This configuration parameter is used to add BMC Helix chat bot to Microsoft Teams chat by default, when you click Launch ChatOps from any incident ticket.

For more information about setting the CCS parameter, see  Setting configuration parameters Open link

The Approval State note type for change request in Activity

In Change request (Progressive Web App screens), the Approval State note type is available for selection in the Note type dropdown list, when you try to add a new note under Activity section.

The Approval State note type is removed from the Note type dropdown list.

Unavailability Class for outages

In Change Calendar, outage shows the Unavailability Class value as Incident and there is no option to select value as Change.

You can now select Change or Incident from the Unavailability Class list for outages to indicate the origin of unavailability request.

Viewing the audit log information for tickets

The ability to view the audit logs is available only to select customers as a controlled availability feature.

The ability to view the audit logs is generally available to all customers.

Changes in look and feel of the UI

The popover views for Tasks in Calendar show the task relationship with the parent ticket below the pills.

The popover views for Tasks in Calendar now show the task as breadcrumb to parent ticket:

Some elements in the UI look different, for example, a collapsible toolbar is added in the Calendar:


BMC Helix ITSM Insights enhancements


Export a list of incidents from Real-time incident correlation clusters for offline analysis

As a service desk agent or a major incident manager, you can select and export a list of incidents from Real-time incident correlation clusters that you want to analyze offline. You can then share the exported list of incidents with other users for detailed analysis or a second opinion of your analysis.
For more information, see Identifying clusters of incoming incidents.


Detect major incidents in the Proactive problem management clusters

As a problem coordinator, you can instantly check if any cluster in the List view of the Proactive problem management dashboard has a major incident in it. You can save time and effort to manually discover the major incidents in clusters.

For more information, see Proactive problem management and Resolution insights.


Search and relate an original incident that is not available within the Real-time incident correlation cluster

As a service desk agent, you can search for an incident that is unavailable in the Real-time incident correlation cluster, and mark the incident as an original to one or more incidents available in the cluster. You need not navigate away from BMC Helix ITSM Insights to perform this association and therefore it saves your effort and time.

For more information, see Identifying clusters of incoming incidents.


Consent for data collection

When you log on to BMC Helix ITSM Insights 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.


What else changed in this release

The following table lists the changes in the product behavior in version 23.3.01:

Update

Product behavior in versions earlier than 23.3.01

Product behavior in version 23.3.01

Configuration parameters removed from Centralized configuration:

  • itsm-insights-job-share-enable
  • itsm-insights-preset-share-enable

These configuration parameters were used to enable the Proactive problem management job share feature and the Real-time incident correlation preset share feature.

These configuration parameters are removed from the Centralized configuration as the Proactive problem management job share and the Real-time incident correlation preset share features are enabled in the default configuration.


BMC Helix Innovation Suite enhancements


Enable users to request e-signing of documents

Maintain the document integrity and certify the authenticity by e-signing the documents from within BMC Helix Innovation Studio applications.

As an administrator, you can integrate BMC Helix Innovation Studio with external signature providers such as DocuSign and Acrobat Adobe Sign to e-sign your documents.

For more information, see Enabling users to e-sign documents.


Obtain a license usage report through the licensereport REST API endpoint

Obtain the license usage report for a specific duration by using the licensereport REST API endpoint. With this endpoint, you can obtain the license report without logging into Mid Tier

Use the licensereport REST API endpoint through any REST client such as Postman.

For more information about using the licensereport  REST API endpoint, see Example of using the licensereport endpoint to obtain the license usage report.


Set webhook payload limits for reliable data transfer to external applications

As a system administrator, set limits on some or all of the webhook payloads to reliably send data to third party applications.  

For more information, see Setting the AR System webhook payload size.




Automate processes by using content packages

Use sample services from the Cloud action content package to quickly automate the service requests for creating virtual machines and buckets in the Google Cloud Platform. 

For more information, see Automating actions performed in third-party systems by using a content package.


Illustration of collapsible panels

Organize options on PWA screens by using collapsible and accordion panels

As a developer, you can simplify the user experience on PWA screens by creating collapsible or accordion panels. For more information, see Organizing fields by using collapsible and accordion panels in Progressive Web Applications.


Improve readability with resizable panes on PWA screens 

As a developer, you can enhance the application user experience on PWA screens by creating resizable panes. By adjusting the width of the panes, users can expand the pane which has large amounts of information thereby improving readability and the user experience. For more information, see Creating resizable panes in Progressive Web Applications.

Illustration of resizable panes



Illustration of context menu

Add context menus on PWA screens 

As a developer, you can provide application users with the options to open links in a new tab or window by adding context menus. For more information, see Adding context menus for right-clicking of interface objects in Progressive Web Applications.


Utility to enable rich text entry on PWA screens

As a developer, you can add rich-text capabilities to PWA screens by using the Enable ARTF for PWA utility. This utility provides application users with the ability to add formatted text and images, thus saving time and effort of manually converting PWA screens to support rich text. For more information on how to run the Enable ARTF for PWA utility, see Enabling rich text fields on PWA screens by running a utility.

Illustration of what the utility does


What else changed in this release

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 23.3.01Product behavior in version 23.3.01

(Controlled availability customers only) 

Availability of BMC Helix Single Sign-On-based multiple service providers (MSP) .


BMC Helix Single Sign-On-based multiple service providers (MSP) is available for BMC Helix ITSM applications, BMC Helix CMDB, BMC Digital Workplace, and BMC Live Chat.

BMC Helix Single Sign-On-based multiple service providers (MSP) is available for all applications on BMC Helix Innovation Suite, including the applications developed by using BMC Helix Innovation Studio.

For more information, see Facilitating application access to users having different email domains.

In Administration > Knowledge management Knowledge access mapping, filter the Company and Line of Business lists.

In Administration > Knowledge management Knowledge access mapping, administrators couldn't filter the Company and Line of Business lists by entering the name of a company or the name of a line of business. Administrators had to manually scroll through the lists to find the required values. 

In Administration > Knowledge management Knowledge access mapping, administrators can search within the Company and Line of Business lists by entering the name of a company or the name of a line of business. The lists instantly get filtered based on the administrator's input. 

With this improvement, administrators save time when they select companies and lines of business to define permission mappings for BMC Helix Knowledge Management by ComAround. For more information, see Defining permission mappings for BMC Helix Knowledge Management by ComAround.

Include additional information about the category in the Business Time Segment form.You cannot enter any additional information about the category in the Business Time Segment form.

You can enter any additional information about the category in the Business Time Segment form.

Highlight required fields that are left empty on PWA screens.PWA screens displayed separate messages for each required field that users left empty and initiated a save operation.

When required fields are empty and users initiate a save operation, the PWA screen displays a message that lists all the required fields that are left incomplete. 

The Required fields become active one after another prompting application users to fill in the necessary information before proceeding.

 
 

For more information, see the Entry Mode property in Field Properties.

Height limit for the @mention list. As a developer, you cannot set a height limit for the @mention list.

As a developer, use the Hotkey Menu Max Height property in Developer Studio to the set the height limit for the @mention list. For more information, see Field Properties.

Support for tree tables on PWA screens.As a developer, you could not use tree tables on PWA screens. 

Tree tables are supported on PWA screens. For more information, see Differences between Developer Studio features available for Mid Tier and Progressive Web Applications.

Information about the workflow object mode included in the filter log.

The filter log does not contain details about the workflow object's mode.


For efficient and faster troubleshooting, the Filter log includes details about the workflow object mode, indicating whether it is an Unmodified object, Overlay object, or a Custom object.

For more information, see Filter log.

Information about the escalation failures included in the server error log.The escalation log does not contain details about the failed escalation errors.

The server error log (arerror.log) contains information about failed escalation errors, the escalations that failed, and the reason for the failure. This information helps troubleshooting the escalation failures without having to enable the escalation logs. 

For more information, see Server error log.

Information about updates in the servgrp_board table is included in the server group log.

The server group log file includes additional information about the discrepancies in the servgrp_board table. 

For more information, see Server group log.


BMC Helix CMDB enhancements


High availability of CMDB Portal

Even when the platform-fts-0 pod that handles all administrative requests is down, you can still access CMDB Portal with limited functionality. For more information, see Accessing and navigating the CMDB Portal.



23.3.00


BMC Helix ITSM enhancements


Use Shared Ticket Console to quickly view or modify tickets

The Shared Ticket Console is built on the BMC Helix Innovation Studio and offers you a modern UI that you can customize according to your requirements. Use multiple filters to find your tickets quickly and use bulk actions to update multiple tickets simultaneously or to open the tickets in multiple tabs. For more information, see Managing your work by using Ticket Console.

 


Configurable ITSM calendar with a modern UI experience

The BMC Helix ITSM Calendar, built on the BMC Helix Innovation Studio, combines rich filtering and preset capabilities with a modern UI experience. Out of the box, the calendar supports Incident, Change, Problem investigation, Release, Task, Outage, and Business Event. 

BMC Helix ITSM Calendar provides the following key features:

  • Calendar is highly configurable and is extensible to other ticket types.
    For example, you can configure the Work Order ticket type to be displayed in the Calendar and customize the views for work orders.
  • Get real-time insights into service models created in BMC Helix Discovery and BMC Helix CMDB.
  • Collision detection in Calendar helps you manage and resolve the potentially harmful conflicts between the change requests. 
  • Send emails to change coordinators directly from the popover view of a change ticket to plan for outages and to resolve collisions. 

For more information, see  Enabling and configuring the calendar Open link and Scheduling changes by using the Calendar Open link .


Streamlined documentation structure

Starting with version 23.3, we have restructured the documentation of BMC Helix ITSM to help you find the documentation for the ticket types that you work on. 

To learn more, see Where did the Smart IT documentation go?

Access the in-app help from any screen

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


Create a new asset by copying an existing asset

When you create a new asset, instead of filling up all the details for the asset, you can copy the details from an existing asset by the click of a button. It greatly saves time and effort required for such repetitive tasks and increases efficiency. To learn more, see Creating and updating assets Open link .


Perform bulk actions by using the Asset console

Select multiple assets and perform the following actions in bulk to save your time:

  • Relate people - Relate multiple assets to a person, support group, or organization along with their relationship role.
  • Update asset - Update out-of-the-box and custom attributes for assets belonging to different classes.

You can also update class specific attributes for Computer System, Application, and Processor, when you select only the assets belonging to a same asset class.

For more information, see  Performing bulk updates Open link .


(Controlled availability customers only)
View the Audit log information for any ticket

Viewing the complete audit log information helps the service desk agents gain all the information about a ticket on a single window in Progressive Web Application (PWA) screens . When list of changes and updates are made to selected ticket, an audit entry is created to track the changes. You can view this Audit log information directly in the PWA screens of the ticket by setting the arsystem.pwa_enable_auditlog CCS parameter value to true. For more information, see Viewing the audit log Open link


Share your custom view presets with other users in Asset console

Share the custom view presets you created in Asset console with multiple users so that they can use these view presets without having to re-create them. Sharing the custom views presets helps improve efficiency and consistency.

For example, as an asset manager, you can create a custom view preset to view all Down computers and share this custom view preset with your team, so that they can use the same view preset for tracking the assets. 

For more information, see To share a custom view preset.



What else changed in this release

Update

Product behavior in versions earlier than 23.3.00

Product behavior in version 23.3.00

BMC Helix Cognitive Automation renamed to AI Service Management (Categorization and Classification) .

Leverage cognitive capabilities and automate manual tasks in an application by using BMC Helix Cognitive Automation. 

BMC Helix Cognitive Automation is renamed to AI Service Management (Categorization and Classification) .

This name change will be updated on all documentation pages. If you have bookmarked these pages, you should update them with the new links.

For more information, see Automating service management by using AI Service Management (Categorization and Classification).

New configuration parameter

arsystem.pwa_enable_copyasset

This configuration parameter is not present.

This configuration parameter is used to allow asset administrator and users to create a new asset by copying an existing asset.

For more information about setting the CCS parameter, see  Setting configuration parameters Open link

New configuration parameter

enableAssetCreator

This configuration parameter is not present.

This configuration parameter is used to allow an asset user with the asset creator functional role to create a new asset.

For more information about setting the CCS parameter, see  Setting configuration parameters Open link

(Controlled availability customers only)
New configuration parameter

arsystem.pwa_enable_auditlog

This configuration parameter is not present.

(Controlled availability customers only)
This configuration parameter is used to allow a service desk agent to view audit log of a ticket in Progressive Web Application (PWA) screens.

For more information about setting the CCS parameter, see  Setting configuration parameters Open link

Business justification

If an approver rejects the change request multiple times and adds business justification in the change request, the application appends the business justification of all the previous rejections on the Work Detail tab in the change request.

If an approver rejects the change request multiple times and adds business justification to the change request, the application does not append the business justification of all the previous rejections. On the Work Detail tab, in the Type column, you see Approval state, and the business justification is displayed in the Notes column.

Change in the supported Android versions for the BMC Helix ITSM: Smart IT Android native app

The BMC Helix ITSM: Smart IT Android native app can be installed on Android OS 5 and higher versions.

The BMC Helix ITSM: Smart IT Android native app can be installed on Android OS 7 and higher versions.

Changes in look and feel of the UI

NA

Some elements in the UI look different, for example, the buttons and menus appear darker than before and do not display a border. 


BMC Helix ITSM Insights enhancements

Filter the clusters based on quality in the Proactive problem management dashboard

Cluster quality slider is introduced in the Proactive problem management dashboard to help you quickly filter the clusters. While performing a root cause analysis, you can use the slider to view clusters of certain quality range of the clustering job.

For more details, see Proactive Problem Management.


View the resolution summary of incident groups in a cluster

As a problem coordinator, you can view the incidents that have a similar resolution grouped together in a cluster along with their resolution insights. Without opening every incident in BMC Helix ITSM to see how they were resolved, you can quickly get a high-level resolution overview of incidents. You can also view the knowledge articles that were used to resolve the incidents.

For more details, see Proactive Problem Management.


Use presets to reuse your dashboard filter preferences

As a service desk manager or a major incident manager, you can select and save your filter preferences, such as Assignee Support Group, and Urgency as presets in the Real-time incident correlation dashboard. You need not manually select your filters. Instead, just select a preset to view clusters based on your filter preferences. You can also share your preset with other users.
For more information, see Managing filter presets.


View and track the number of jobs created by each user in BMC Helix ITSM Insights Dashboard

As a problem coordinator, determine the overall productivity of users by viewing the number of jobs associated with each of them. The widget displays the number of jobs, the type of jobs, and their last date of execution for each user. You can filter the results based on the support company and date range. 

For more information, see Tracking ITSM Insights usage in BMC Helix Dashboards.


Share your Proactive Problem Management job configuration with other users

As a problem coordinator or problem manager, you can share your job configuration with other users such that they can analyze the most impactful set of recurring incidents. Use the capability when you want other users to generate similar clusters using your job configuration for root cause analysis. It saves their time and effort of creating a job from scratch.

For more information, see Sharing proactive problem management jobs with others.


What else changed in BMC Helix ITSM Insights

The following table lists the changes in the product behavior in version 23.3.00:

Update

Product behavior in versions earlier than 23.3.00

Product behavior in version 23.3.00

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 support hierarchical groups

Hierarchical groups were not supported. 

Hierarchical groups are supported.
Clusters in Real-time incident correlation dashboard are displayed based on the logged-in user's permissions defined in the Hierarchical groups in BMC Helix ITSM.

For more details, see  Inheriting permissions by using hierarchical groups Open link and Configuring incident correlation to detect similar incident clusters.


BMC Helix Innovation Suite enhancements 


Unified documentation space for BMC Helix Innovation Suite 

Starting with version 23.3, the documentation for AR System and BMC Helix Innovation Studio is merged into a single documentation space.

This unified documentation is designed for easy navigation, featuring diverse rich media to improve the user experience.

For earlier versions of AR System and BMC Helix Innovation Studio, see the following links:

AR System version

BMC Helix Innovation Studio version

Version 22.1 Open link

Version 22.1 Open link

Version 21.3 Open link

Version 21.3 Open link

Version 21.02 Open link

Version 21.02 Open link



Share your custom view presets with other users

Share the custom view presets you created with multiple users so that they can use these view presets without having to re-create them. Sharing the custom views presets helps improve efficiency and consistency.

For example, as a case agent, you can create a custom view preset to view all Open and Critical cases and share this custom view preset with your team, so that they can use the same view preset while working on the cases. 

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


Improved usability with dropdown buttons

Use the dropdown action button in a view to create a compact and efficient way to access multiple options. This vertical stacking format consumes less horizontal space. It also provides a more organized user interface, allowing easy navigation through various actions without cluttering your view. 

For more information seeAdding an action button to a view.


Simplified data filtering experience in named lists

Add contextual label fields to named lists for improved data visibility, efficient filtering of data, and understanding of the relationships and context associated with the displayed values. For more information, see Facilitating data entry through named lists.


Create search filters for BMC Helix Digital Workplace Advanced

When using BMC Helix Knowledge Management by ComAround as a search provider for BMC Helix Digital Workplace Advanced, create filters to narrow down the search results in workplace pages. When your end users use these filters to search for knowledge articles, the workplace page returns only those articles that meet the search criteria. Your end users benefit from using these search filters in the following ways:

  • Quickly find the required knowledge articles.
  • View only articles that are relevant and available to the end users.
  • Get a personalized user experience.

For more information, see Creating search filters for BMC applications.


Eliminate the need to create multiple search filters for different user groups

BMC Helix Knowledge Management by ComAround supports search filters to narrow down the search results in BMC applications. You can create and use dynamic tags in these search filters. Dynamic tags eliminate the need to manually create multiple search filters for different user groups and automate the filtering process. For more information, see Creating search filters for BMC applications.


An externalized unique Key Encryption Key (KEK) for the Field ID 123

The Key encryption key (KEK) provides better access control and avoids unauthorized data decryption. The KEK is used for encrypting or decrypting the Data Encryption Key (DEK).

You can use the DEK for the following purposes:

  • Encrypt the data stored in the reserved field with Field ID123.
  • Encrypt all character fields for which encryptDataAtRest field or the Store Encrypted field object property is selected.

The KEK is stored in a Kubernetes secret, inside a  Kubernetes cluster.

For example: /var/run/secrets/kubernetes.io/



Automate Google Cloud Platform resource provisioning with ease

By using BMC Helix Innovation Suite , you can automate the creation of Google Cloud Platform (GCP) virtual machines and storage buckets. Maximize efficiency by ensuring rapid, error-free, and consistent resource provisioning. For more information, see Automating the creation of virtual machines and storage accounts by using GCP.


What else changed in BMC Helix Innovation Suite

The following table lists the changes in the product behavior: 

UpdateProduct behavior in versions earlier than 23.3Product behavior in version 23.3

BMC Helix Cognitive Automation renamed to AI Service Management (Categorization and Classification).

Leverage cognitive capabilities and automate manual tasks in an application by using BMC Helix Cognitive Automation. 

BMC Helix Cognitive Automation is renamed to AI Service Management (Categorization and Classification).

This name change will be updated on all documentation pages. If you have bookmarked these pages, you must update them with the new links.

For more information, see Leveraging cognitive capabilities in your application.

The password policy is applied on the password created for the new userThe password policy is not applicable when an administrator creates password for a new user.

To enhance the security of your environment, an administrator must follow the password policy while creating the password for a new user. 

The password policy is enforced in either of the following scenarios:

  • When you select the Enforce Policy and Restrictions check box on the User Password Management Configuration form.
    The following screenshot shows the User Password Management Configuration form:
  • In Centralized Configuration, you set the Enforce-Password-Policy parameter under the com.bmc.arsys.server.shared component to T.

For more information, see Forcing users to change their passwords.

Right-click an action button to open the view in a new window.When you right-click an action button, the option to open the view in a new window is not available.

When you right-click an action button, you gain the ability to open the view in a new window. This feature provides a convenient and efficient way for users to access content without disrupting their ongoing browsing activities.

Use record definitions to find information about folders and subfolders created in BMC Helix Knowledge Management by ComAround.

In BMC Helix Innovation Studio, administrators couldn't find information about folders and subfolders created in BMC Helix Knowledge Management by ComAround.


Administrators can use the following record definitions to find information about folders and subfolders created in BMC Helix Knowledge Management by ComAround during the knowledge base synchronization:

  • Migration folder mapping—Find information about the created folders. 
  • Migration Folder Child Hierarchy— Find information about the created subfolders and migrated knowledge articles.

For more information, see Synchronizing the knowledge bases.

Migrated article links point to articles in BMC Helix Knowledge Management by ComAround

In knowledge articles synchronized with BMC Helix Knowledge Management by ComAround, the links to other articles redirected users outside of BMC Helix Knowledge Management by ComAround and back to a BMC application, from where the articles were migrated. 

In knowledge articles synchronized with BMC Helix Knowledge Management by ComAround, the links to other articles redirect users to the corresponding knowledge articles in BMC Helix Knowledge Management by ComAround.

Ability to define the socket timeout for calls other than the search and delete operations

NA

To avoid wait intervals, use the ElasticSearch-Normal-Timeout parameter in Centralized Configuration to define the socket timeout for the following operations:

  • Bulk entry
  • Create entry
  • Create index wrapper
  • Delete entry
  • Delete field request
  • Delete index wrapper
  • Get count
  • Get index
  • Set entry

For more information about the ElasticSearch-Normal-Timeout parameter, see Configuration settings E-M.

Ability to view HTML source when displaying rich text

You cannot view the HTML source in a rich-text enabled field.

In rich text fields, click Source to view the HTML source of the rich text.

Loader icon when viewing tables in PWA screens.

Application users did not see a loader icon when tables were loading. 

Application users see a loader icon whenever tables are loading.

Ability to define how the search engine will match the search terms in a named list and display the results.


When you type in a field associated with a named list, the search engine displays all the values containing that character. Selecting the required value from the list might be difficult if there are too many records.

In a named list, you can define the search behavior to display the results that start with or match the search term. The search results are refined, and only the values that match the criterion are displayed. 

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

Ability to specify cache disk space and heap memory for Email Engine

Email Engine fetches user data from the database with every request, causing performance issues.

Specify the cache disk space and heap memory for Email Engine by using the following Centralized Configuration parameters:

  • com.bmc.arsys.emaildaemon.CacheDiskSizeInMB
  • com.bmc.arsys.emaildaemon.CacheOnHeapSizeInMB

Setting these parameters reduces the number of database requests, thus improving the overall Email Engine performance.

For more information about these parameters, see Configuration settings C-D.

Map response header while fetching data from a third-party application by using a REST API

NA

You can map response headers to field values when using the REST API to fetch data from a third-party application, thereby avoiding multiple calls to a third-party application.

For more information, see To define request response mapping.


BMC Helix CMDB enhancements 


Attributes to store end-of-product-support information

Store and view the end-of-support dates for the hardware and software products in your environment. The following attributes are added under the BMC_BaseElement class in the Common Data Model:

  • EndOfExtendedSupport 
  • EndOfLife 
  • EndOfSecuritySupport 
  • EndOfSupport

The information for these attributes is populated by BMC Discovery. For more information, see Summary of changes to the Common Data Model.


What else changed in BMC Helix CMDB

The following table lists the changes in the product behavior:

UpdateProduct behavior in versions earlier than 23.3Product behavior in version 23.3

UI enhancements in CMDB Explorer

  • The user interface for CMDB Explorer partially occupies the screen space.
  • The Show CI details tab is displayed in CMDB Explorer. 
  • In CMDB Explorer, is the Reset view to fit screen icon to re-center the explorer view.
  • The user interface for CMDB Explorer fully occupies the screen space and provides a better view of the CI graph in CMDB Explorer.
  • The Show CI details option is available when you right-click a CI or a relationship in the CMDB Explorer view. 
  • In the CMDB Explorer, is the Reset view to fit screen icon to re-center the explorer view.

UI changes in CMDB Portal

You can access the flash-based Atrium Core Console and Atrium Integrator from CMDB Portal > Atrium Core as shown in the following image:

You cannot access the flash-based UI components. You can access only the following CMDB components:

 

For more details, see Accessing and navigating the CMDB Portal.


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Comments

  1. Andre j Kajzer

    Is this functionality now available OOTB with 23.3.01 onprem? https://community.bmc.com/s/news/aA33n0000000RY9CAM/bmc-helix-itsm-create-related-outage-in-change-and-incident-in-pwa

    Mar 26, 2024 03:12
    1. Vinoth Kumar Poosapadi Poosapadi Ramasubramanian

      Hi Andre j Kajzer ,

      Yes, this feature is available for 23.3.01 onprem customers. You can find related information here Managing outages.

      Thanks and Regards,
      Vinoth Kumar.P.R.

      Apr 02, 2024 02:40
      1. Andre j Kajzer

        Hi! You did not check my link and understood my question. You gave me a link where Outage can be created via Asset Console. The provided link i send is explaining how to send Outage from ticket. I got following information from other source asking the same question. I suggest to check this internally with BMC before giving answers. I got the following information based on my OG qurestion. "Our R&D team is internally working on this feature under -DRSMX-74786. It's targeted to be implemented in version 23.3.04."

        Apr 03, 2024 05:24
        1. Vinoth Kumar Poosapadi Poosapadi Ramasubramanian

          Hi Andre j Kajzer! I did check the link before replying, but could only see this note: This Helix ITSM customizations has been removed from communities as part of our ongoing process of productizing these Helix customizations....
          I do not see any explanation about sending an outage from ticket in the community page link you shared. Looking at the title, I mistook it for a recent update regarding the selection of unavailability class field in Outage for PWA screens (as mentioned above in the What else changed in this release section of this page). I even confirmed myself by checking in a demo environment. Now, it makes sense with the description in Jira ID, as I was not aware of this feature before.

          We constantly strive to give our users a better information experience. As suggested in the note in the community page, your Account Manager, or Customer Success Specialist, would be the right person to contact for more information about a customization feature. Thanks for writing back to let me know about this.

          Have a great day!

          Best Regards,
          Vinoth Kumar.P.R.

          Apr 03, 2024 08:10