This documentation supports the 23.3 version of BMC Helix ITSM.

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


BMC Helix ITSM 23.3

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

Release notes and notices
updated 06 Jun

Learn what’s new or changed for BMC Helix ITSM, including new features, urgent issues, documentation updates, and fixes or patches.


To stay informed of changes to this space, place a watch on this page.

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May 29, 2024

Updates available in 23.3 patch 2:

  • (Controlled availability) Leverage BMC HelixGPT generative AI to get summarized resolutions for incidents faster

  • Progressive Web Application (PWA) screens for release

  • Relate tickets and assets in bulk in Shared Ticket Console

  • (Controlled availability) View AI-based risk assessment for your change requests

  • (Controlled availability)  Save time by automating the process of creating asset relationships

23.3 enhancements and patches
March 22, 2024

Patch 1 for version 23.3 is available for on-premises customers.

Not applicable.
March 8, 2024

Issues that were corrected by 23.3 patch 1 and issues that remain open

Updates available in 23.3 patch 1:

  • Access the upgraded BMC Helix Knowledge Management by ComAround interface.
  • Department information displayed for filter suggestions
  • End-of-product-support information
  • Display start and end dates of tickets in Calendar side bar
  • Add BMC Helix bot by default to the Microsoft Teams chat
23.3 enhancements and patches
December 8, 2023

Enhancements to BMC Helix ITSM  are:

  • Use Shared Ticket Console to quickly view or modify tickets

  • Configurable ITSM calendar with a modern UI experience

  • Access the in-app help from any screen

  • Perform bulk actions by using the Asset console

  • Create a new asset by copying an existing asset

  • (Controlled availability customers only) Viewing the Audit log information for any tickets 

  • Share your custom view presets with other users in Asset console
  • Streamlined documentation structure

Enhancements to BMC Helix ITSM Insights are:

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

  • View the resolution summary of incident groups in a cluster

  • Use presets to reuse your dashboard filter preferences

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

  • Share your Proactive Problem Management job configuration with other users

Enhancements to BMC Helix Innovation Suite are:

  • Unified documentation space for BMC Helix Innovation Suite
  • Share your custom view presets with other users
  • Improved usability with dropdown buttons
  • Simplified data filtering experience in named lists
  • Create search filters for BMC Helix Digital Workplace Advanced
  • Eliminate the need to create multiple search filters for different user groups
  • An externalized unique Key Encryption Key (KEK) for the Field ID 123
  • Automate Google Cloud Platform resource provisioning with ease

Enhancements to BMC Helix CMDB are:

  • Attributes to store end-of-product-support information
23.3 enhancements and patches

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  1. Ravi Sharma

    Can we directly upgrade from 18.05/20.02 to 23.3.01? Upgrade link is missing in documentation, please share the link. Thanks

    Apr 16, 2024 01:17
    1. Manash Baruah

      Hello Ravi Sharma , if are you looking for information about upgrading on-premises deployments, here's the link



      Apr 16, 2024 01:29
      1. Ravi Sharma


        Apr 16, 2024 02:56
  2. Pete Vih

    We have BMC Remedy ITSM 20.02 version on VMWare on-prem and want to migrate to BMC Helix ITSM Suite (IT Service Management with specifically Incident and Problem module). Along with this need to do complete ITSM BMC Helix integration with ServiceNow used in another company where data is shared synchronously and real-time. What is the standard out of box BMC remedy Helix parameters mapping available on Incident and Problem Module for integration with ServiceNow. Which BMC Helix ITSM components I need to procure? Please share some details and also reference documents specially on parameters mapping and software components needed.

    Jun 07, 2024 09:43