This documentation supports the 21.3 version of BMC Helix ITSM: Smart IT.

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

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


On premises

Defect fixes


Known and corrected issues
21.3.10(tick)(tick)Known and corrected issues

BMC Helix ITSM updates Open link

Known and corrected issues
Known and corrected issues


Known and corrected issues
21.3.06(tick)(tick)Known and corrected issues
21.3.05(tick)(tick)Known and corrected issues

Action Request System 21.3 patches Open link

21.3.04(tick)(tick)Known and corrected issuesUpdates in 21.3.04
Known and corrected issuesNone
21.3.02(tick)(tick)Known and corrected issuesUpdates in 21.3.02


Known and corrected issuesUpdates in 21.3.01

Updates in  21.3.11

(Controlled availability customers only) Facilitate application access to users having different email domains 

Allow multiple users having different email domains and authentication mechanisms to access the same application URL by enabling BMC Helix Single Sign-On (SSO) based multiple service providers (MSP) in your environment. 

MSP incorporates a robust authentication mechanism, ensuring an exclusive and secure access to the application.

After configuring the authorization patterns, when you enable MSP in your environment and access  BMC Helix ITSM applications, the following  screen asking for user authorization is displayed:

Enter your user name to complete the authorization and then you are redirected to the following application login screen asking for your application login credentials for authentication:

For information about enabling BMC Helix Single Sign-On based MSP in BMC Helix Innovation Suite application, see Facilitating application access to users having different email domains Open link .

Updates in 21.3.09

Discontinued parameters in Centralized configuration

UpdateProduct behavior in versions earlier than 21.3.09Product 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

UpdateProduct behavior in versions earlier than 21.3.07Product 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...

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 
New or fresh deployment Upgrade Migration to SaaS


(tick) -
On-premises (tick) (tick) (tick)

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 Open link in BMC Helix Service Management Deployment documentation.

Patch installation

See  Upgrading BMC Helix IT Service Management to 21.3.06 Open link in BMC Helix Service Management Deployment documentation.

SaaS application patching

BMC applies patches during  Maintenance windows Open link

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