This documentation supports the 21.3 version of BMC Helix ITSM: Service Desk.

To view an earlier version, select the version from the Product version menu.

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BMC Helix ITSM: Service Desk 21.3

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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 29 Jan

Learn what’s new or changed for BMC Helix ITSM: Service Desk 21.3  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

Summary

Reference

January 29, 2024Not applicable
September 5, 202321.3 patches
June 15, 2023

Patch 9 for version 21.3 is available for SaaS subscribers.

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
January 23, 2023

Patch 8 for version 21.3 is available for SaaS subscribers.

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
December 20, 2022

Patch 7 for version 21.3 is available for SaaS subscribers.

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
December 1, 2022

Patch 6 for version 21.3 is available for on-premises customers.

21.3 patches
September 2, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
August 1, 2022

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Rollback deployment
  • Updates to Fluent Bit deployment
  • Enhancements to Support Assistant tool

21.3 patches Open link

May 26, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
March 23, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
February 8, 2022

This patch release includes defect fixes for BMC Helix ITSM and BMC Helix ITSM: Smart IT.

21.3 patches
January 20, 2022

Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

  • BMC Service Request Management is available only for upgrade scenarios for existing customers

  • Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround
21.3 patches
January 5, 2022

Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

21.3 patches
November 19, 2021

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.

21.3 patches
October 4, 2021

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements Open link .

21.3 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.

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

Videos

Education


PDFs and videos

or register to view the contents of this page.

 

Frequently asked questions

Here are some answers to the most frequently asked questions about the BMC Helix ITSM: Service Desk 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

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.

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

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


 

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