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BMC Helix ITSM: Service Desk 21.05

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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 26 Oct

Learn what’s new or changed for BMC Helix ITSM: Service Desk 21.05 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 Open link

Date	Title	Summary
October 28, 2021	21.05 Patches	This patch release includes defect fixes for Smart IT and BMC Service Request Management.
September 15, 2021	21.05 Patches	Starting with 21.05.02 patch, perform container deployment of BMC Helix Innovation Studio and service management applications.
July 28, 2021	21.05 Patches	This patch release includes updates and defect fixes for BMC Helix Innovation Studio and the service management applications.
June 23, 2021	21.05 enhancements	For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements .

Getting started

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.	Onboarding and implementing As an administrator, onboard users to BMC Helix ITSM: Service Desk before they use the application.
Integrating As an administrator, set up integrations with other BMC products or third-party software.	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.
Troubleshooting Resolve common issues or errors, review logs, or contact Support.

Communities

Knowledge Base

Videos

Education

PDFs and videos

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Videos

The following topics contain videos that supplement or replace the text-based documentation:

Page:

Incident Management overview
Page:

Learning about Incident Management
Page:

Learning about Problem Management
Page:

Problem Management overview
Page:

Registering incident requests
Page:

Reviewing service targets for an incident request
Page:

Using the decision tree to ask scripted questions

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 title	Where you can find the information now
Changing the incident request status	Reviewing and changing the status of incident requests
Incident status reason definitions	Reviewing and changing the status of incident requests
Process flow status and the lifecycle of an incident request	Incident Management overview
Problem Management	Problem Management overview
Creating work information entries	Managing work information entries
Process flow and the lifecycle of a problem investigation	Problem Management overview
Incident management use cases	Use cases
Using	Managing incident requests Managing problem investigations Using reports and flashboards
Incident Management integrations	Incident Management SOAP web services
Record creation and updates by email	Creating 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

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
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

Related spaces

AR System, BMC Helix CMDB, and BMC Helix ITSM documentation

BMC BMC Helix ITSM

22.1 21.3 21.05 21.02

BMC BMC Helix ITSM: Asset Management

22.1 21.3 21.05 21.02

BMC BMC Helix ITSM: Knowledge Management

22.1 21.3 21.05 21.02

BMC BMC Helix ITSM: Change Management

22.1 21.3 21.05 21.02

BMC BMC Service Request Management

22.1 21.3 21.05 21.02 20.08 20.02 19.11 19.08 19.02 18.08 18.05 8.1

BMC BMC Service Level Management

22.1 21.3 21.05 21.02 20.08 20.02 19.11 19.08 19.02 18.08 18.05 8.1

BMC BMC Helix ITSM: Smart IT

22.1 21.3 21.05 21.02

BMC Action Request System

22.1 21.3 21.05 21.02

BMC BMC Helix CMDB

22.1 21.3 21.05 21.02

BMC BMC Helix ITSM: Smart Reporting

21.3 21.05 21.02

BMC BMC Digital Workplace Basic

20.08 20.02 19.11 19.08 19.02 18.11 18.08 18.05 18.02

BMC Helix ITSM: Service Desk 21.05

Videos

Creating PDF and Word exports

To export to PDF or Word

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