This documentation supports the 19.11 version of BMC Helix Multi-Cloud Service Management.

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

Release notes and notices

This section provides information about BMC Helix Multi-Cloud Service Management including urgent issues and documentation updates.


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

The following updates have been added since the release of the space:




November 22, 201919.11


  • Consolidate incidents from Remedyforce to Remedy ITSM
  • Share custom Remedy Action Request System form data by using the AR System connector
  • Automatic status updates of Azure alerts through Remedy ITSM
  • Enhancement to the custom field support for Jira and Jira Service Desk
  • Share activity notes and attachments by using Salesforce Chatter
  • Register a self-signed certificate for Jira connector
August 22, 201919.08


  • Create Remedy ITSM incidents based on Azure Alerts
  • Share activity notes between Remedy ITSM incident and Azure DevOps work item
  • Share attachments associated with activity notes in Remedy ITSM incident with Jira Service Desk
  • Map Jira, Jira Service Desk, and Azure DevOps custom fields with Remedy ITSM fields
  • Update the status of Remedy ITSM incident from Jira or Jira Service Desk
  • Define CI priority to calculate risk of a change request

  • Updated BMC Helix Multi-Cloud Service Management application according to the latest BMC Helix Platform archetype
May 31, 201919.05


  • DevOps integration for Azure DevOps Services
  • Enhanced Error Console for consolidated view of errors from BMC Helix Platform and BMC Helix Integration Service
  • Automatic risk calculation for change requests brokered from Atlassian JIRA Software issues
  • Ability to share attachments between Remedy IT Service Management (ITSM) or BMC Helix IT Service Management (ITSM) and JIRA
  • Introduction to self-help with guided assistance
February 28, 201919.02


  • DevOps integration for Work Order records.
  • Manually restart failed brokering transactions.
  • Support for custom Salesforce Service Cloud objects in Incident records.
November 30, 201818.11


  • DevOps integration with Jira includes support to create issues for Problem records.
  • Additional activity feed flows to include author name.
  • Support for custom fields in Incident and Change records.
September 14, 201818.08


  • Ticket consolidation for Jira Service Desk to Remedy ITSM.
  • Ticket consolidation across multiple Remedy ITSM instances.
  • Support for attachments from Salesforce Service Cloud to Remedy ITSM.
  • Collaborative, automated, incident brokering for multiple Remedy ITSM instances.
  • Simplified user interface for BMC Helix Multi-Cloud Service Management configuration.
May 31, 201818.05


  • DevOps integration for multiple instances of Jira.
  • Support for ticket brokering in BMC Helix Multi-Cloud Service Management without Remedy with Smart IT.
  • Ticket consolidation from Salesforce Service Cloud to Remedy ITSM.

Feb 28, 201818.02


  • Out of the box flows for Remedy ITSM.
  • Tailor out-of-the-box flows.
  • Track service targets and status of cloud service providers.
  • Custom connectors and flows for other third-party service providers.

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