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.

21.02 enhancements

Review the BMC Helix ITSM: Smart IT  21.02 enhancements for features that will benefit your organization and to understand changes that might impact your users.

Related topics

Known and corrected issues

Release notes and notices

BMC Helix ITSM enhancements

BMC Helix ITSM: Smart IT enhancements

Progressive Web App screens for six more ticket types

To offer a customizable dynamic modern UX that exactly fits your needs, the support for Progressive Web App (PWA) screens has been extended to the following ticket types in Smart IT:

PWA screens are already available for Incidents and Work Orders. See Enabling the Progressive Web Application screens.

To learn how you can customize these screens in Developer Studio, see AR System 21.02 enhancements.

BMC Helix ITSM extends Russian language support and adds Polish language support

BMC Helix ITSM solution now supports Russian and Polish localization as a part of the standard SaaS setup. Learn more about Supported languages and locales.


Product name change for Remedy Smart IT

Remedy Smart IT is renamed to BMC Helix ITSM: Smart IT. While the product names have changed in 21.02, some instances in the product documentation might still refer to the previous product name.

To learn about other product name changes, see  BMC Helix ITSM enhancements  .


What else changed in this release

The following table lists the changes in the product behavior:


UpdateProduct behavior in versions earlier than 21.02Product behavior in version 21.02

Workspaces menu in the Smart IT menu bar

This option is not present.

Users with appropriate permissions can access the Workspaces list in the Smart IT menu bar. From this menu bar, you can launch Proactive problem management and Real-time incident correlation functionality provided by BMC Helix ITSM Insights.

For more information, see:

  • Proactive problem management (BMC Helix ITSM Insights documentation)
  • Real-time incident correlation (BMC Helix ITSM Insights documentation)
View probable causes or an incidentThis option is not present.

To understand the probable causes of an incident, you can launch BMC Helix AIOps directly from PWA incident screen. By launching PCA, you can get more insights about status of associated services and probable events which might have caused this incident. 

For more information, see Creating a ticket from the Create New menu.

New configuration parameter:
enableAIOPSIntegration

This configuration parameter is not present.

You can configure this parameter to enable the integration of BMC Helix AIOps with Smart IT.

For more information, see Centralized configuration.

New configuration parameter:
Helix-Portal-URL
This configuration parameter is not present.

You can configure this parameter to specify the Identity Management System (IMS) server base URL to be used for authentication.

For more information, see Centralized configuration.

New error message in the login page of Smart IT

In an environment where BMC Helix Single Sign-On has been integrated, if you log in to Smart IT with a demo user credential, instead of displaying an error message, it displays a spinning wheel. 

In an environment where BMC Helix Single Sign-Onhas been integrated, if you log in to Smart IT with a demo user credential, the following error message is displayed:

You are not authorized to access this page

Important: If you want to navigate to the login page of Smart IT, you should clear the cache of the browser.

Default value of the following configuration parameter: explicitStatsRefresh The default value is false.

For fresh installation, the the default value is true.

For more information, see Centralized configuration.

Support for Internet Explorer version 11 is deprecated

Smart IT supports Internet Explorer 11.

As announced , the support for Internet Explorer 11 is now deprecated. We encourage you to switch to other fully supported browsers listed for Smart IT in the BMC Solution and Product Availability and Compatibility utility .

For a complete list of BMC products that no longer support Internet Explorer 11, see the BMC Customer Support Communities page .

(Google Chrome browser version 80 and later)

No support for active links that run on Close window and Un-display events

When you click the browser close button, the current window or all open browser windows are closed.

With Google Chrome version 80 and later, the active links that run on the Close Window and un-display event might not work as expected.

Set the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration to False.

For more information about the Execute-Window-Close-Undisplay-Activelinks parameter, see Execute-Window-Close-Undisplay-Activelinks .

(Default) When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to False:

  • The Close Window and Un-display events are disabled in Developer Studio.
  • You cannot create new active links with Close Window and Un-display execution options.
  • If you select close Window and Un-display execution options for any existing active link, the options are displayed as selected and disabled.
  • You can modify active links for all options except Window and Un-display.

When the Execute-Window-Close-Undisplay-Activelinks parameter in Centralized Configuration is set to True:

  • Mid Tier tries to run the active links with close Window and Un-display execution options. This might not work as expected in Google Chrome version 80 and later. However, this might work in other browsers.
  • The Close Window and Un-display events are not disabled in Developer Studio.
  • You can create new active links with Close Window and Un-display execution options.
  • The behavior of existing active links using Close Window and Un-display execution options does not change.

For information about the list of modified active links, see List of active links modified in 21.02 .

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