This documentation supports the 23.3 version of BMC Helix ITSM: Service Desk, which is available only to BMC Helix customers (SaaS).

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

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BMC Helix ITSM: Service Desk 23.3

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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 14 Mar

Learn what’s new or changed for BMC Helix ITSM: Service Desk 23.3, 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

March 22, 2024

Patch 1 for version 23.3 is available for on-premises customers.

Not applicable
March 8, 2024

Issues that were corrected by 23.3 patch 1 and issues that remain open

Updates available in 23.3 patch 1:

  • Add BMC Helix bot by default to the Microsoft Teams chat
  • Viewing the Audit log information for any tickets is generally available to all customers
23.3 enhancements and patches
December 8, 2023

Enhancements available in 23.3:

  • (Controlled availability customers only) Viewing the Audit log information for any tickets

23.3 enhancements and patches

Managing incident requests

 

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

Managing problem investigations and known errors

 

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

Broadcasting messages to users

 

As an end user, access and navigate the interface and use BMC Helix ITSM: Service Desk to broadcast messages to users.

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 Desk implementation.

Setting up and going live

 

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

 

Get a list of all the videos and a PDF version of the BMC Helix ITSM: Service Desk documentation.

FAQ

 

Find answers to the most frequently asked questions about BMC Helix ITSM: Service Desk.

Related spaces

 

See the documentation of products related to BMC Helix ITSM: Service Desk.

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