This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

22.1 enhancements and patches

Review the BMC Helix ITSM: Smart IT   22.1 enhancements for features that will benefit your organization and to understand changes that might impact your users.


For a list of recent updates and enhancements across multiple versions, see Release notes and notices.

Related topics

Downloading the installation files Open link

Deprecated and discontinued features

BMC Helix ITSM enhancements and patches Open link

BMC applies upgrades as described in the BMC Helix Upgrade policy Open link . BMC applies upgrades and patches during Maintenance windows Open link .  


(On premises only) Downloading and installing the patch

Downloading 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 22.1.06 Open link in BMC Helix Service Management Deployment documentation.



22.1.07


Get real-time insights into service models from Asset console

As a configuration manager or an asset manager, you can better understand the relationships of a CI if you can access the service models created in BMC Helix Discovery. To view the CI's relationships and gain insights into service models in real-time, use the links available in the Related CIs window in Asset console, and on the Assets tab in Asset Progressive View screens.

For more information, see Exploring asset relationships.


What else changed in this release

The following table lists the changes in the product behavior in version 22.1.07

Update

Product behavior in versions earlier than 22.1.07

Product behavior in version 22.1.07

Scroll side-by-side panels at different rates 

You cannot scroll panels in PWA screens at different rates based on the amount of information they have. 

As a developer, you can ensure a better user experience in PWA screens containing multiple panels by setting the panels to scroll at different rates, also know as sticky panels. The panel with more content starts to scroll earlier than the other panel so that scrolling on all the panels completes at the same time. To know more about adding sticky panels to PWA screens, see  Setting panels to scroll at different rates in Progressive Web Applications Open link .


22.1.06


New Asset console with comprehensive filtering and configuration options

Asset console users can use the new Asset console based on BMC Helix Innovation Studio to manage assets efficiently. You can use the filters and preset filters available out of the box to locate specific items in the console. You can export the assets to a CSV file to view the assets offline. You can select the columns that you want to be visible in the console and you can also sort multiple columns at a time. As an administrator, you can configure the new Asset console to create and edit presets.

To learn how to enable the new Asset console, see Enabling and configuring the Asset console. For more information about the Asset console based on BMC Helix Innovation Studio, see Tailoring the Asset console for your work .




Consent for data collection

When you log on to BMC Helix ITSM: Smart IT for the first time, select whether you want to allow the product to collect information about your product usage. By default, data collection is enabled.

For information about how to change data collection settings, see Modifying consent for data collection.



Edit an outage directly from a ticket

The user can edit the information about outages directly from the ticket, such as a change request and an incident. This helps the user save time. For example, you create a change request to install an anti-virus on 20 machines and relate outages to the change request. After you create the change request, you realize that the scheduled start date and scheduled end date need to be changed. Because you can update the outage directly from the change request, you can make this change quickly without opening each asset and changing the outage information in the asset.




What else changed in this release

The following table lists the changes in the product behavior in version 22.1.06:

UpdateProduct behavior in versions earlier than 22.1.06Product behavior in version 22.1.06

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.

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

New configuration parameter:

enableISAssetConsole

This configuration parameter is not present.

This configuration parameter is used to enable the BMC Helix Innovation Studio based Asset console in BMC Helix ITSM .

For more information, see Centralized configuration.

New configuration parameter:

pwaAffectedCISearchBasedOn

This configuration parameter is not present.

Configuration items (CI) that are affected due to the ticket are specified in the CI field on the ticket profile. It helps the service desk agent to look for a specific CI and take action to resolve the ticket.

This configuration parameter defines how the application searches for CIs and is applicable for Progressive Web App (PWA) tickets only.

For more information, see Centralized configuration

New configuration parameter:

pwaAffectedServiceSearchBasedOn

This configuration parameter is not present.

Services that are affected due to the reported ticket are specified in the Service field on the ticket profile. It helps the service desk agent to look for a specific service, and take action to resolve the ticket.

This configuration parameter defines how the application searches for services and is applicable for PWA tickets only.

For more information, see Centralized configuration.

New configuration parameter:

DisplayTabsInTicketPreview

This configuration parameter is not present.

This configuration parameter controls if the Activity and Resource tabs are displayed when you a preview a ticket.

For more information, see Centralized configuration.



22.1.05


Approve or reject a change request with fewer clicks

Direct approvers can approve or reject a change request directly from the change request form without opening any other window. If you are not a direct approver, you can approve or reject a change request with fewer clicks. For more information, see Reviewing and approving change requests.




Ability to set locale and time zone preference in AR System User Preference

Instead of using the local system settings, you can configure the preferred browser language and time zone by using the AR System User Preference form. If your organization works in diverge geographical locations with multiple languages and time zones, you can set one specific language and time zone for the whole organization by using this configuration. 

To know more about the feature, see Supported languages and locales and Configuring the time zone, and date, and time .


Automatically create a BMC Helix Digital Workplace Catalog request from a BMC Helix ITSM fulfillment ticket

This capability is available with BMC Helix ITSM and BMC Helix Digital Workplace Catalog.

When you raise a BMC Helix ITSM ticket for an incident request, work order, or change request, a corresponding service request can be automatically created and submitted in BMC Helix Digital Workplace Catalog. This automation reduces the time you spend manually creating a BMC Helix Digital Workplace Catalog service request for each ticket, and also reduces the load for Service Desk Agents in switching between applications.

For more information about this feature, refer to  Configuring automatic creation of Digital Workplace Catalog service requests from fulfillment ticket Open link .




What else changed in this release

The following table lists the changes in the product behavior in version 22.1.05:

UpdateProduct behavior in versions earlier than 22.1.05Product behavior in version 22.1.05

New configuration parameter:

sbeConnectorName


This configuration parameter is not present.

This configuration parameter is used to create BMC Helix Digital Workplace Catalog requests automatically when a BMC Helix ITSM   fulfillment record is submitted.

For more information, see Centralized configuration.

New configuration parameter:

useARUserPreferenceForTimezone

This configuration parameter is not present.

This configuration parameter is used to display the screens in the user-preferred time zone as saved in the AR System User Preference form without depending on the client system time setting.

For more information, see Centralized configuration.

New configuration parameter:

useARUserPreferenceForLocalization

This configuration parameter is not present.

This configuration parameter is used to display the screens in the user-preferred language as saved in the AR System User Preference form without depending on the browser locale setting.

For more information, see Centralized configuration.

New configuration parameter:

arsystem.pv_menu_debounce_time

This configuration parameter is not present.

This configuration parameter is used to determine the wait time interval for sending expand menu call after entering Autokey stroke in a menu.

For more information, see Setting user preferences and CCS parameters for Progressive Web Applications Open link


22.1.04

What else changed in this release

The following table lists the changes in the product behavior in version 22.1.04:

UpdateProduct behavior in versions earlier than 22.1.04Product behavior in version 22.1.04

Setting the next or previous status for a change request

The next and previous buttons were not available in the Edit change request page (PWA).

Next and previous buttons are introduced in the Edit change request page (PWA). Use these buttons to select the previous or next possible status value based on the current state of the change request and your permissions to modify the ticket. You must save the changes to make the new status effective.

For more information, see Changing ticket status in Smart IT.

Sending email with a link to knowledge article.

The knowledge article is not sent.

When you send an email from a ticket and attach a knowledge article, a link to the knowledge article is sent in the email body. 

For more information, see to the Sending email messages in Smart IT topic.

Improved user experience while selecting 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).

New configuration parameter:

enableEnhancedAssetSearch

This configuration parameter is not present.

This parameter is used to improve the asset search when the isExclude_TAG_and_CI_ID parameter is set to false.

For more information, see Centralized configuration.


22.1.03

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.



22.1.02


What else changed in this release

The following table lists the changes in the product behavior in version 22.1.02

UpdateProduct behavior in versions earlier than 22.1.02Product behavior in version 22.1.02
Relating multiple CIs in the change request.

You cannot use a comma-separated list of CIs as input to relate multiple CIs to the change request.

You can use a comma-separated list of CIs as input to relate multiple CIs to the change request.


22.1.01


Improvements to the Smart IT mobile browser interface

The Smart IT user interface was not originally designed as a responsive UI, and had certain limitations based on the accessing device. In this release, improvements have been made to the Smart IT interface so that certain features are responsive even on mobile devices.

You can access Smart IT through your mobile web browser without any additional configuration. Changes which have been applied to screens through configuration or customization will also be visible in the mobile browser. To learn more about the changes in the Smart IT interface when accessing through your mobile web browser, see Differences between Smart IT UC and mobile clients.


22.1.00


Identify quickly the source application that creates a ticket

By using the ticket screen in the Progressive Web app, the IT Agent can quickly identify if the ticket was created by the BMC Digital Workplace catalog request or in BMC Helix ITSM. You can navigate from the ticket screen to Smart IT to view the details of the service request. For more information, see Overview of information displayed on a ticket in Smart IT.



Get the real time service health status from BMC Helix Service Monitoring

The  Top probable causes nodes  card (PCA card) provides you an option to get the real time status of a service. By default, the health status in PCA card is refreshed after every 10 minutes. You can customize the time interval. For more information, see Probable cause analysis in Incident Management by using BMC Helix Service Monitoring.



BMC Helix ITSM extends Canadian language support

BMC Helix ITSM solution now supports Canadian French as a part of the standard SaaS setup. Learn more about, see Supported languages and locales.





Microsoft Teams chat support is available for all types of incidents

You can collaborate, discuss, and resolve incidents quickly by launching the Microsoft Teams chat for all incident types, such as major incidents, non major incidents. To resolve an incident you might need to communicate with team members that are not associated with the incident, by using the Incident screen to you can easily add these team members to the Microsoft Teams chat.

For more information, see Launching ChatOps for collaboration.




What else changed in this release


The following table lists the changes in the product behavior in version 22.1:

UpdateProduct behavior in versions earlier than 22.1Product behavior in version 22.1

Centralized configuration parameter dwp.base.url

This configuration parameter is used to specify the BMC Helix Digital Workplace load balancer server URL.

This parameter is no longer present in Centralized configuration.

You must add the BMC Helix Digital Workplace Advanced application details in BMC Helix Innovation Suite. For more information, see  To add BMC Helix Digital Workplace Advanced client application credentials Open link .

Accessibility enhancements

Accessibility and usability of Smart IT was inconsistent for JAWS users.

Accessibility is improved in Smart IT PWA screens for JAWS users.

Ticket preview from  Global search 

When you search for a ticket in Global search, the left pane shows search results and the r ight pane shows the ticket preview.

The ticket preview includes the Activity, Resource, Tasks, Configuration items, and Related items tabs. 

When you search for a ticket in Global search, the left pane shows search results and the r ight pane shows the ticket preview.

The Activity, Resource, Tasks, Configuration items, and Related items tabs are hidden in the ticket preview.

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