×
 
 
  •  
$helper.renderConfluenceMacro('{bmc-global-announcement:$space.key}')

   

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.


BMC

BMC Helix ITSM: Smart IT 21.3

All versions
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 25 Sep

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. 

Tip

To stay informed of changes to this space, place a watch on this page.

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
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.

21.3 patches

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.

21.3 patches

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.

21.3 patches

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.

21.3 patches

December 1, 2022

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

21.3 patches

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.

21.3 patches

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


Getting started

 

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.

See Overview of ticket creation.

For other ticket types, see:

See Creating knowledge articles for sharing information.

See Managing your work in Smart IT consoles.

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:
Related spaces

AR System, BMC Helix CMDB, and BMC Helix ITSM documentation

BMC BMC Helix ITSM

22.121.321.0521.02

 
BMC BMC Helix ITSM: Asset Management

22.121.321.0521.02

 
BMC BMC Helix ITSM: Knowledge Management

22.121.321.0521.02

 
BMC BMC Helix ITSM: Change Management

22.121.321.0521.02

 
BMC BMC Helix ITSM: Service Desk

22.121.321.0521.02

 
BMC BMC Service Request Management

22.121.321.0521.0220.0820.0219.1119.0819.0218.0818.058.1

 
BMC BMC Service Level Management

22.121.321.0521.0220.0820.0219.1119.0819.0218.0818.058.1

 
BMC Action Request System

22.121.321.0521.02

 
BMC BMC Helix CMDB

22.121.321.0521.02

 
BMC BMC Helix ITSM: Smart Reporting

21.321.0521.02

 
BMC BMC Digital Workplace Basic

20.0820.0219.1119.0819.0218.1118.0818.0518.02

 
 

Was this page helpful? Yes No Submitting... Thank you
Last modified by IDD Robot on May 12, 2023
whats_new

Comments

Log in or register to comment.

© Copyright 2014 - 2022 BMC Software, Inc.
Legal notices

Powered by Atlassian Confluence and Scroll Viewport

© Copyright 2005-2023 BMC Software, Inc. Use of this site signifies your acceptance of BMC’s Terms of Use . BMC, the BMC logo, and other BMC marks are assets of BMC Software, Inc. These trademarks are registered and may be registered in the U.S. and in other countries.