21.3 patches
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.
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:
| 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. | 600000 |
com.bmc.bsm.myitsm.service.search.index. | -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 | ||
|---|---|---|---|
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 Service Management Deployment documentation. |
|---|---|
Patch installation | See Upgrading BMC Helix IT Service Management to 21.3.06 in BMC Helix Service Management Deployment documentation. |
SaaS application patching
BMC applies patches during Maintenance windows.