Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

BMC

BMC Helix ITSM: Service Desk 21.02

BMC Helix ITSM: Service Desk uses automated, ITIL-compliant incident management and problem management processes and provides a single point of contact for user requests, user submitted incidents, and infrastructure-generated incidents. These processes help IT organizations respond quickly and efficiently when critical services are disrupted.

Release notes and notices
updated 16 Mar

Learn what’s new or changed for BMC Helix ITSM: Service Desk 21.02  release, including new features, urgent issues, documentation updates, and fixes or patches.

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Related topics

Known and corrected issues

Support information

Release notes and notices

Date

Title

Summary

March 17, 202121.02 enhancements

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements

Managing incident requests

 

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Managing problem investigations

 

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Deskto manage incidents and problems.

Broadcasting messages to users

 

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Using reports and flashboards

 

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to manage incidents and problems.

Planning

 

As an administrator, use the planning resources to make decisions about your BMC Helix ITSM: Service Deskimplementation.

Developing

 

As a developer, develop incident management and problem management integrations.

Administering

 

As an administrator, manage configuration items and archive BMC Helix ITSM: Service Desk records.

Integrating

 

As an administrator, set up integrations with other BMC products or third-party software.

Troubleshooting

 

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

Communities

Knowledge Base

Videos

Videos

Education


PDFs and videos

 

Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix ITSM: Service Desk product:
 Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM  documentation spaces. Some of the older topics have been renamed or merged into other topics.

Here is a list of 10 most popular topics in the earlier versions of BMC Helix ITSM: Service Desk and where you can find them in the restructured documentation space.

Older topic titleWhere you can find the information now

Changing the incident request status

Reviewing and changing the status of incident requests
Incident status reason definitionsReviewing and changing the status of incident requests
Process flow status and the lifecycle of an incident requestIncident Management overview
Problem ManagementProblem Management overview
Creating work information entriesManaging work information entries
Process flow and the lifecycle of a problem investigationProblem Management overview
Incident management use casesUse cases
Using

Managing incident requests

Managing problem investigations

Using reports and flashboards

Incident Management integrationsIncident Management SOAP web services
Record creation and updates by emailCreating and updating records by using email
 I’d like a PDF of just selected information. How can I do that?

The BMC Documentation portal gives you the ability to generate PDF and Microsoft Word documents of single pages, and to create PDF exports of multiple pages in a space.  

Creating PDF and Word exports

You can create a PDF of a page or a set of pages. (Non-English page exports are not supported.) You can also create a Word document of the current page.

To export to PDF or Word

  1. From the Tools menu in the upper-right, select a format:
    • Export to Word to export the current page to Word format
    • Export to PDF to export the current page or a set of pages to PDF
  2. If exporting to PDF, select what you want to export:
    • Only this page to export the current page
    • This page and its children to export a set of pages
    For example, selecting This page and its children from the home page exports the entire space to PDF.


 

Depending on the number of topics included in the export, it might take several minutes to create the PDF. Once the export is complete, you can download the PDF.

 Where do I find additional resources from BMC?

The following BMC sites provide information outside of the BMC Helix ITSM: Service Desk documentation that you might find helpful:

  • Service Desk , BMC Communities
  • Service Desk Support , Service Desk Support page
  • BMC Customer Support , BMC Communities
  • BMC Support Knowledge Base (Filter your searches using Incident Management or Problem Management in your search term)
  • Service Desk learning path , BMC Educational Services
  • Service Desk offerings , high-level product information
  • BMC Helix ITSM , high-level product information


 

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