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.


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BMC Helix ITSM: Smart IT 21.3

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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 17 Apr

Learn what’s new or changed for BMC Helix ITSM: Smart IT 21.3, including new features, urgent issues, documentation updates, and fixes or patches. 

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Related topics

Known and corrected issues

Support information

BMC Helix ITSM 21.3 release notes Open link

BMC Helix IT Service Management Deployment 21.3 release notes Open link

Date

Summary

Reference
January 29, 2024

Issues that were corrected by 21.3 patch 11 and issues that remain open

Patch 11 for version 21.3 is available for SaaS subscribers. The following updates are available in this patch:

  • (Controlled availability customers only) Facilitate application access to users having different email domains
September 5, 2023

Issues that were corrected by 21.3 patch 10 and issues that remain open

Patch 10 for version 21.3 is available for both SaaS subscribers and on-premises customers.

June 15, 2023

Issues that were corrected by 21.3 patch 9 and issues that remain open

Patch 9 for version 21.3 is available for SaaS subscribers.

January 23, 2023

Issues that were corrected by 21.3 patch 8 and issues that remain open

Patch 8 for version 21.3 is available for SaaS subscribers.

December 20, 2022

Issues that were corrected by 21.3 patch 7 and issues that remain open

Patch 7 for version 21.3 is available for SaaS subscribers.

December 1, 2022

Patch 6 for version 21.3 is available for on-premises customers.

October 3, 2022

Updates to Patch 6 for version 21.3 are available for SaaS subscribers.

This update includes support for rebranding embedded and custom Progressive Web Application (PWA) screens according to your company's standards and requirements.

September 2, 2022

Multiple issues corrected

Not applicable

August 1, 2022

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Rollback deployment
  • Updates to Fluent Bit deployment
  • Enhancements to Support Assistant tool

Action Request System 21.3 patches Open link

May 26, 2022Multiple issues corrected21.3 patches
March 23, 2022Multiple issues corrected21.3 patches
February 8, 2022

Multiple issues corrected

Not applicable

January 20, 2022

Issues that were corrected by 21.3 patch 2 and issues that remain open

Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch release includes the following updates:

  • Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround
  • BMC Service Request Management is available only for upgrade scenarios for existing customers

  • Change in the landing page for Smart IT
21.3 patches
January 5, 2022

Issues that were corrected by 21.3 patch 2 and issues that remain open

Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

21.3 patches
November 19, 2021

Issues that were corrected by 21.3 patch 1 and issues that remain open

Updates available in 21.3 patch 1:

  • Launch Microsoft Teams chat from a major incident
21.3 patches

October 4, 2021

Enhancements available in this release:

  • Manage and track major incidents
  • Use BMC Helix Service Monitoring (Powered by AIOps) to analyze service health and probable cause of an incident
  • BMC Helix ITSM: Smart Reporting is available only for upgrade scenarios for existing customers

21.3 enhancements

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

 

or register to view the contents of this page.

Videos

Videos are available in the following areas:

Getting started videos

The following topics in the Getting started section contain videos that supplement or replace the text-based documentation:

Using videos

The following topics in the Using Smart IT sections contain videos that supplement or replace the text-based documentation:

Administration videos

The following topics in the Administering section contain videos that supplement or replace the text-based documentation:

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.


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

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.

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

  1. 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
  2. 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.

Additional resources from BMC

The following BMC sites provide information outside of the Smart IT documentation that you might find helpful:

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