This documentation supports the 23.3 version of BMC Helix ITSM Insights, which is available only to BMC Helix customers (SaaS).

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


BMC Helix ITSM Insights 23.3

All versions
BMC Helix ITSM Insights is a module of BMC Helix that delivers value by providing AI Service Management capabilities to use in combination with your BMC Helix ITSM instances. BMC Helix ITSM Insights uses NLP (Natural Language Processing) and AI clustering algorithms to deliver use cases, such as proactive problem management and real-time incident correlation.

Release notes and notices
updated 14 Mar

Learn what’s new or changed for BMC Helix ITSM Insights 23.3, including new features, urgent issues, documentation updates, and fixes or patches.


To stay informed of changes to this list, click the  icon on the top of this page.

Related topics

Known and corrected issues

Support information

Downloading the installation files Open link

Release notes and notices Open link (BMC Helix ITSM documentation)

Release notes and notices Open link

(BMC Helix IT Service Management Deployment documentation)



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 23.3.01 and issues that remain open

Update available in 23.3.01:

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

  • Detect major incidents in the Proactive problem management clusters
  • Search and relate an original incident that is not available within the Real-time incident correlation cluster

23.3 enhancements and patches
December 8, 2023

Issues that were corrected by 23.3.00 and issues that remain open

Update available in 23.3:

  • Filter cluster 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
  • Share your Proactive Problem Management job configuration with other users
  • Search and exclude values in advanced filter for fields with search menu
  • Ability to support hierarchical groups
23.3 enhancements and patches

Determining areas for problem investigation


As a problem coordinator, identify clusters of recurring incidents and seamlessly transition to problem management process.

Identifying and correlating incidents that refer to the same issue


As a Service Desk manager, identify analyze incoming incidents for similarity and relate multiple duplicate incidents

Setting up and going live


As a tenant administrator, configure BMC Helix ITSM Insights for your organization.



Resolve common issues or errors, review logs, or contact Support.


Knowledge Base




PDFs and videos


Get a list of all the videos and a PDF version of the BMC Helix ITSM Insights documentation.



Find answers to the most frequently asked questions about BMC Helix ITSM Insights.

Related spaces


See the documentation of products related to BMC Helix ITSM Insights.

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