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BMC Helix ITSM: Smart IT 21.02

BMC Helix ITSM: Smart IT sets a new standard for the modern workplace with an intuitive, social, and mobile service desk experience to enable a more knowledgeable and collaborative workforce organized around IT roles, not modules.

Release notes and notices

updated 14 Apr

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

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BMC Helix ITSM 21.02 release notes

Date	Title	Summary
March 17, 2021	21.02 enhancements	Enhancements available in this release: Progressive Web App screens for six more ticket types BMC Helix ITSM extends Russian language support and adds Polish language support Product name change for Remedy Smart IT

Getting started Orientation Learning about Asset Management Learning about Change Management Learning about Incident Management Learning about Knowledge Management Learning about Problem Management Learning about Release Management Learning about Work Order Management		Using As an end user, access and navigate the Smart IT interface. Planning Use the planning information for resources, processes, and activities for Smart IT.
Administering As an administrator, manage access to tickets and resources, configure actions in Smart IT, and perform centralized configuration.	Integrating As an administrator, set up integrations with BMC Digital Workplace service request and BMC Client Management.	Troubleshooting Resolve common issues or errors, review logs, or contact Support.

Communities	Knowledge Base	Videos	Education

PDFs and videos

Frequently asked questions

This topic provides information that supplements the BMC Helix ITSM: Smart IT documentation.

Frequently asked questions

This section provides answers to frequently asked questions (FAQs) about BMC Helix ITSM: Smart IT.

Is Smart IT the same as MyIT?

You can find the answer to this question and a general overview of Smart IT in Getting started.

How do I create a basic incident or work order in Smart IT?

See Overview of ticket creation.

For other ticket types, see:

How do I create a knowledge article in Smart IT?

See Creating knowledge articles for sharing information.

How do I find a list of tickets or knowledge articles assigned to me or my team in Smart IT?

See Managing your work in Smart IT consoles.

How do I find assets in Smart IT?

See Searching for tickets, assets, resources, and people in Smart IT and Managing your work in Smart IT consoles.

Where can I find documentation for Smart IT in PDF format?

The PDF for the latest Smart IT version is located here. The online documentation is updated regularly, while the PDF contains a snapshot of the content at a particular point in time.

I’d like a PDF of just selected information. How can I get 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.