This documentation supports the 20.08 version of BMC Helix Multi-Cloud Service Management.

To view the documentation for the previous version, select 20.02 from the Product version menu.

20.08 enhancements

Review the BMC Helix Multi-Cloud Service Management 20.08 enhancements for features that will benefit your organization and to understand changes that might impact your users.

The following video (1:54) provides an overview of some of the key features in BMC Helix Multi-Cloud Service Management version 20.08:

 https://youtu.be/mL4rU-Dl-Gs

Create an incident in BMC Helix Remedyforce from an ITSM incident

Whenever a service desk agent creates an incident in ITSM, a corresponding incident is created in Remedyforce. This functionality makes it easier for the agent to track the ITSM incidents from Remedyforce. 

To leverage this functionality, as an administrator, you must enable the prebuilt integration between ITSM and Salesforce Service Cloud. You can also configure additional qualifications based on which a record is created for a specific incident. For example, for an incident with High priority, you can create a corresponding record.

For information about the integration details, see Enabling prebuilt integration with Remedyforce.


Create an issue in Jira Service Desk from an ITSM incident


Whenever a service desk agent creates an incident in ITSM, a corresponding issue is created in Jira Service Desk. Along with incidents that are brokered in Jira Service Desk, you can sync data between an ITSM incident and Jira Service Desk. This functionality makes it easier for the agent to track the ITSM incidents in Jira Service Desk.

To leverage this functionality, as an administrator, you must enable the prebuilt integration between ITSM and Jira Service Desk. You can also configure additional qualifications based on which a record is created for a specific incident. For example, for an incident with High priority, you can create a corresponding record.

For information about the integration details, see Enabling prebuilt integration with Jira Service Desk.


Create a known error in ITSM from a Jira issue

Whenever a defect is created in Jira Software, a corresponding known error is created in ITSM. This functionality makes it easier for a developer to track the Jira defects in the form of known errors in ITSM.

To leverage this functionality, as an administrator, you must enable the prebuilt integration between ITSM and Jira Software. You can also configure additional qualifications based on which a record is created for a specific defect. For example, for a defect with High priority, you can create a corresponding record.

For information about the integration details, see Automatically creating known error requests in Remedy ITSM from Jira issues.


Support for data sync between a worklog item and feed item


A service desk agent can view the worklog notes from an ITSM incident in a Salesforce Service Cloud case. When the agent adds a worklog item in an ITSM incident, a corresponding feed item is created in Salesforce Service Cloud and the converse is true. Also, when the agent adds an attachment to the feed item, the attachment is displayed in the worklog item. 

To leverage this functionality, as an administrator, you must enable the prebuilt integration between ITSM and Salesforce Service Cloud.

For information about the integration details, see Enabling prebuilt integration with Salesforce Service Cloud.

Open Smart IT from a vendor ticket

A service desk agent can open Smart IT from a vendor ticket such as an incident request, a change request, a problem, a known error, and a work order item. Based on the Smart IT version, the Smart IT link in the ticket either opens a search view or a ticket corresponding to the vendor ticket. 

While working on a vendor ticket, this functionality makes it easier for the agents to quickly view the data related to the vendor ticket in Smart IT.

To enable this functionality, as an administrator, you must register the Smart IT URL in BMC Helix Multi-Cloud Service Management. 

For information about enabling this functionality, see Enabling service desk agents to open Remedy with Smart IT from vendor tickets.


Revamped screens for incidents and work orders in Smart IT

Smart IT now uses the Progressive Web App technology for the new work orders and incident request screens. A service desk agent can open incident requests and work order requests in Progressive View from the Smart IT console.

As an administrator, you can configure Progressive Views for BMC Helix Multi-Cloud Service Management. 

For more information, see Configuring the Progressive Web Apps screens.


Support for self-signed certificates by using the AR System connector

By using the AR System connector, you can leverage self-signed certificates for sending data to or from the Remedy AR system form. If your AR server is using a self-signed certificate, you can copy the certificate content and paste it in the AR System connector configuration.

For information about configuring self-signed certificates, see Sending and receiving data between Remedy AR System forms and third-party applications.


View additional information about failed transactions

While troubleshooting a failed transaction, you can view additional details about it such as when the error occurred, at which step the error occurred, and context of the error. For example, an error occurs  during an incident creation while configuring the vendor data. The error context provides details about the flow for incident creation such as description, vendor, and so on.

For information about viewing the transaction details, see Troubleshooting configuration issues for failed transactions.

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Comments

  1. Guruprasad Balachandra

    Link "DevOps integration with BMC Helix Multi-Cloud Service Management." is not accessible.

    Aug 12, 2019 10:31