This documentation supports the 19.08 version of BMC Helix Multi-Cloud Service Management.

19.08 enhancements



This section contains information about enhancements in this release of BMC Helix Multi-Cloud Service Management.

Create Remedy ITSM incidents based on Azure Alerts

Azure Monitor provides analytics and insights about your cloud and on-premises resources and applications by analyzing telemetry.

As a Multi-Cloud tenant administrator, you can enable pre-built integration between BMC Helix Multi-Cloud Service Management and Azure Monitor to create incidents in Remedy ITSM based on different Azure alerts such as Metric alerts and Activity log alerts.

For more information about configuring Azure alerts, see Enabling integration with Azure Monitor.

Enhanced attachment sharing ability between Remedy ITSM and cloud service providers

The attachment sharing ability between Remedy ITSM and cloud service providers is enhanced to support more service providers. 

Share activity notes between Remedy ITSM incident and Azure DevOps work item

As an agent working in Remedy ITSM, whenever you add activity notes to an incident, the corresponding Azure DevOps work item gets updated with the activity notes and the author information.

For more information about sharing activity notes, see Enabling DevOps between Microsoft Azure DevOps and Remedy ITSM incidents.

Share attachments associated with activity notes in Remedy ITSM incident with Jira Service Desk

As an agent working in Remedy ITSM, you can share attachments associated with an activity note of the incident with Jira Service Desk. Also, when agents working in Jira Service Desk add an attachment to the comment in the Jira Service Desk issue, the attachment gets displayed in Remedy ITSM as an activity note.

For more information about sharing attachments, see Enabling integration with Jira Service Desk.

Map Jira, Jira Service Desk, and Azure DevOps custom fields with Remedy ITSM fields

When integrating with Jira, Jira Service Desk, and Azure DevOps, you can send and receive the value of custom fields to a field in Remedy ITSM by specifying the appropriate mapping for the fields. After you create the custom field, you need to update the required connectors, flows and vendor data configuration.

For more information about sharing attachments, see Enabling DevOps between JIRA Software and Remedy ITSM.

Update the status of Jira or Jira Service Desk issue from Remedy ITSM incident

You can manage the status of your tickets in your service provider application from Remedy ITSM. Whenever you update the status of an incident in Remedy ITSM, the status of the corresponding Jira or Jira Service Desk issue gets updated. This feature is not provided out-of-the-box. To use this feature, create a flow from Remedy ITSM to Jira or Jira Service Desk.

Automatic risk calculation for change requests brokered from Atlassian JIRA Software issues

The automatic risk calculation for change requests brokered from Atlassian JIRA Software issues has been enhanced to take into account CI impact data from CMDB in addition to development group change implementation track record and external factors. 

For more information about using the CI rules in risk calculation, see Multi-Factor risk assessment for Devops changes.

Updated BMC Helix Multi-Cloud Service Management application according to the latest platform archetype

The Multi-Cloud application has been updated with the latest archetype used by Innovation Studio. As a result, BMC Helix Multi-Cloud Service Management now uses the same entry point (innovationsuite/index.html) as Innovation Studio and other applications. Due to this change, the URL of the BMC Helix Multi-Cloud Service Management has changed as per the following:

Earlier URL:  https://hostName:portNumber/com.bmc.dsm.mcsm/index.html

New URL:  https://hostName:portNumber/innovationsuite/index.html#/com.bmc.dsm.mcsm

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