21.3 patches

Review the fixes and updates in patches to BMC Helix ITSM: Smart IT 21.3 that might impact your users.

New features and enhancements were delivered in versions 21.3 and 21.3.01 for SaaS customers. Starting with 21.3.02 patch release, these features and enhancements are also available for on-premises customers. For more information, see BMC Helix ITSM release notes and notices Open link .

Available patches

Patch version	Defect fixes	Updates
21.3.10	Known and corrected issues	BMC Helix ITSM updates
21.3.09	Known and corrected issues	Updates in 21.3.09
21.3.08	Known and corrected issues	None
21.3.07	Known and corrected issues	Updates in 21.3.07
21.3.06	Known and corrected issues	Updates in 21.3.06
21.3.05	Known and corrected issues	Action Request System 21.3 patches
21.3.04	Known and corrected issues	Updates in 21.3.04
21.3.03	Known and corrected issues	None
21.3.02	Known and corrected issues	Updates in 21.3.02
21.3.01	Known and corrected issues	Updates in 21.3.01

Related topics

Known and corrected issues

21.3 enhancements

Release notes and notices

Updates in 21.3.09

Discontinued parameters in Centralized configuration

Update Product behavior in versions earlier than 21.3.09 Product behavior in version 21.3.09

Configuration parameters removed from Centralized configuration:

whatFixURL
whatFixEnabled
whatFixMode
arsystem.pwa_enable_self_help
arsystem.pwa_self_help_url
smartItCsp_script-src_900
smartItCsp_connect-src_900

These configuration parameters were used for enabling and loading the in-application self help in Smart IT.

These configuration parameters have been removed from Centralized configuration as the self-help menu is no longer available in Smart IT.

Updates in 21.3.07

Improved user experience while selecting assignees

Update	Product behavior in versions earlier than 21.3.07	Product behavior in version 21.3.07
Selection of assignees	The assignee details in the Person field includes company name, organization name, support group name, and the user name, which is very long and hard to read.	If Support group field contains the name of the group, details such as company name, organization name, and group name are not displayed in the Person field. The Person field displays only the full name and login ID. This behavior applies only to incidents, problem investigations, known errors, work orders, tasks, and change requests (PWA screens).

Updates in 21.3.06

Rebrand PWA screens in Smart IT

Rebrand embedded and custom Progressive Web Application (PWA) screens according to your company standards and requirements by using custom cascading style sheet (CSS) files and images.

To learn more, see Rebranding Smart IT on the Universal Client.

Updates in 21.3.04

New and changed parameters in Centralized configuration

The following new parameter is added in the Centralized configuration. With this parameter, the administrator can configure the number of templates that are shown as recommended templates in Smart Recorder via Multi-Form Search.

smartRecorderMFSTemplateChunkSize

The following table shows the changed Centralized configuration parameter names and default values. These changes have been made to improve Smart IT search performance.

Parameter name changed to...	Default value changed to...
`com.bmc.bsm.myitsm.service.search.index. ISuggestedSearchWriterService.updateAll.PERIOD.1`	300000
`com.bmc.bsm.myitsm.service.search.index. ISuggestedSearchWriterService.updateAll.DELAY.1`	600000
`com.bmc.bsm.myitsm.service.search.index. ISuggestedSearchWriterService.indexAll.PERIOD.1`	-1
`com.bmc.bsm.myitsm.service.search.index. ISuggestedSearchWriterService.indexAll.DELAY.1`	No change

For more information on these parameters, see Centralized configuration.

Updates in 21.3.02

(SaaS only) Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround

Boost your knowledge management experience by integrating BMC Helix Knowledge Management by ComAround with Smart IT.

BMC Helix Knowledge Management by ComAround provides the following benefits:

Extended language support and over 100 languages in auto-translation that reduces translation costs.
Preloaded knowledge articles that contain screenshots and videos.

Articles from BMC Helix ITSM: Knowledge Management synchronized with BMC Helix Knowledge Management by ComAround.

AI powered cognitive and natural language processing search capabilities that display the most relevant knowledge article to end users.
Ability to expose knowledge articles in a public portal to external users and to BMC Helix Digital Workplace and BMC Helix Virtual Agent users.
Support for KCS process and rich set of knowledge metrics and reports.
Ability to embed multimedia content into knowledge articles.

For more information, see Integrating BMC Helix Knowledge Management by ComAround with Smart IT.

Change in the landing page for Smart IT

In Smart IT version 21.3 and later, when you log into Smart IT, the landing page is Ticket Console. In versions earlier to 21.3, the landing page was Dashboard.

In Smart IT version 21.3 and later, Ticket Console does not show the ticket statistics by default. To view ticket statistics, click Show Ticket Statistics.

Availability of BMC Service Request Management

For new SaaS customers, starting with version 21.3.02 of BMC Helix ITSM, BMC Service Request Management is no longer available in new or fresh deployments of BMC Helix ITSM. We will continue to maintain the current BMC Service Request Management capabilities and to deliver minor updates to the solution, as needed for the existing customer base and those who migrate from OnPrem to SaaS, but no major design changes or major innovations are planned for BMC Service Request Management.

We recommend that SaaS customers use BMC Helix Digital Workplace Catalog to create and manage service request catalog items for your end users. Work Order management continues to be delivered with BMC Helix ITSM.

Review the availability of BMC Service Request Management in the following table:

Deployment type	Availability of BMC Service Request Management ¹
Deployment type	New or fresh deployment	Upgrade	Migration to SaaS
SaaS			-
On-premises

1 - By default, only the Request Entry, Work Order Console, New Work Order, and Search Work Order links are enabled after upgrading. If you enabled more links before the update, you must re-enable them after the upgrade.

Updates in 21.3.01

Launch Microsoft Teams chat from a major incident

You can launch Microsoft Teams (MS Teams) chat from the major incident screen. When launched, all the associated team members are invited to the chat. For more information, see Managing and tracking major incidents.

(On premises only) Downloading and installing the patch

Download from EPD	See Downloading the installation files in BMC Helix IT Service Management Deployment documentation.
Patch installation	See Upgrading BMC Helix IT Service Management to 21.3.06 in BMC Helix IT Service Management Deployment documentation.

SaaS application patching

BMC applies patches during Maintenance windows Open link .