25.2 enhancements and patches

Review the BMC Helix Intelligent Automation 25.2 enhancements and patches for features that will benefit your organization and to understand changes that might impact your users.

Version	Saas	On-premises	Fixed issues	Updates and enhancements
25.2.02	✅	-	Known-and-corrected-issues	updates
25.2.01	✅	-	Known-and-corrected-issues	updates
25.2	✅	✅	Known-and-corrected-issues	25.2 enhancements

For updates and enhancements in the previous release and its patches, see Release-notes-and-notices.

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

25.2.02

Manage policy runs efficiently by using the date filter and bulk actionsEdit

Improve user experience and performance on the History page by using the date range filter without referencing the Advanced filter option. By default, policy runs for the last 24 hours are displayed, which allows you to quickly focus on the most recent data. Additionally, the Bulk Actions option is enabled by default, making it easier to perform bulk deletion of policy runs.

For more information, see Viewing automation policy runs history.

History page_edited.png

Configure generic REST connector actions with the advanced JSON editorEdit

While creating a policy, use the advanced JSON editor to configure generic REST connector actions. Additionally, use the event panel to copy and paste event slots directly into the JSON editor. These actions reduce reliance on hard-coded values. You can also use variables defined during policy creation, dynamically modify the JSON structure, and apply transformations to the variable values to meet specific requirements.

For more information, see:

Advance JSON editor.png

Improve efficiency by forwarding only the required event slotsEdit

When forwarding events from BMC Helix Operations Management to third-party applications, use the fields parameter to forward only the desired event slots. This approach reduces processing overhead and payload size and improves efficiency.

For more information, see Forwarding events from BMC Helix Operations Management to third-party applications.

Forward required events.png

25.2.01

Access the situation URL and root cause details in the ServiceNow ITSM incidentEdit

Resolve incidents faster by accessing the situation URL and root cause details of the BMC Helix AIOps ML-based situation for which the incident is created automatically in ServiceNow ITSM. The situation URL and root cause details are added to the incident when you enable the Incident Noise Reduction option in the Proactive Service Resolution solution. You can also view these details from the History page.

For more information, see Configuring Proactive Service Resolution for incidents in ServiceNow ITSM.

Situation URL _25.2.02.png

Edit

Use out-of-the-box operators for event-to-incident mapping in ServiceNowEdit

Use the STARTSWITH or EQUALS operators available out-of-the-box when you configure event-to-incident mapping in the Proactive Service Resolution solution for ServiceNow ITSM. By using the operator fields, you make sure that the incident creation process is streamlined and the risk of errors is minimized.

For more information, see:

Create unique infrastructure incidents with impacted service details in BMC Helix ITSMEdit

Add a new ServiceLookupKey field to create unique infrastructure incidents for the same CI events. If multiple events are generated on the same CI, by default, a single causal incident is created in BMC Helix ITSM. You can specify ADDM_IntegrationID or Reconciliation ID as the value for the ServiceLookupKey field while configuring the Proactive Service Resolution solution. You also need to update the value of the CMDBLookupKey field to ADDM_IntegrationID_NodeCI. Unique incidents are created only if event consolidation is disabled in BMC Helix ITSM.

For more information, see Configuring Proactive Service Resolution for incidents in BMC Helix ITSM.

Add new ServiceLookupKey mapping

Reduce incident noise by using Proactive Service Resolution for TMF-compliant trouble ticketsEdit

Enable the Incident Noise Reduction option while configuring Proactive Service Resolution. It creates a single consolidated trouble ticket for a BMC Helix AIOps ML-based situation and its events in the Telecommunication Service Management module in ServiceNow. The same incident ID is shown against the situation and all its events. The incident includes the causal CI, impacted service name, and details of the qualifying events. It also includes a URL to the situation to help the service desk agent investigate the situation further in the BMC Helix AIOps console. The consolidated incident creation significantly reduces the incident noise and improves mean-time-to-resolution (MTTR).

For more information, see Configuring-Proactive-Service-Resolution-for-incidents-in-TMF-compliant trouble tickets

Inciden noise reduction SNOW TMF_25.2.01.png

25.2

The following video (2:33) describes the enhancements in BMC Helix Intelligent Automation 25.2:

Watch the YouTube video about What's new in BMC Helix Intelligent Automation 25.2

Reduce incident noise by using Proactive Service Resolution for ServiceNow ITSMEdit

When you enable the Incident Noise Reduction option while configuring Proactive Service Resolution, a single consolidated incident is automatically created for a BMC Helix AIOps ML-based situation in ServiceNow ITSM instead of multiple incidents for all the qualifying events that form the situation. The same incident ID is shown against the situation and all events in the situation. The incident is enriched with the causal CI, impacted service name, and details of the qualifying events. It also includes a URL to the situation to help the service desk agent investigate the situation further in the BMC Helix AIOps console.

The consolidated incident creation significantly reduces the incident noise and improves mean-time-to-resolution (MTTR).

For more information, see Configuring-Proactive-Service-Resolution-for-incidents-in-ServiceNow ITSM.

SNOW_ITSM_noise reduction_25.2.png

Specify the retention period for automation policy runsEdit

Select the Policy Retention Period from the available options while creating or editing policies. The default policy run retention period on the History page is reduced from 90 days to 30 days. The default retention period for policies created for the Proactive Service Resolution or Blackout Policy solutions is 15 days.

For more information, see Viewing-automation-policy-runs-history and Creating automation policies.

Specify retention period 25.2.png

Create and use variables while defining policy actionsEdit

When you create a policy, use the Add variables option to create variables and enable dynamic data-driven configurations. When creating variables, you can use the default value, define a condition-based value, or transform the values of these variables. After you add these variables, use them to configure an action for any connector.

If you prefer not to create a variable on the policy page, you can still perform the transformation for the variables on the action configuration page. For more information, see Creating automation policies.

Create variable when you create a policy 25.2.png

Create Level 3 trouble ticket in TMF-compliant ServiceNow by using Proactive Service ResolutionEdit

Use Proactive Service Resolution to automatically create L3 incidents in addition to L1 and L2, for infrastructure events generated in BMC Helix Operations Management. When an L3 incident is created, the service name and the configuration item are specified in the incident. The CILookupCriteria and ServiceLookUpCriteria fields are available out-of-the-box in the solution, which retrieve the configuration item and service details required for creating an L3 incident. When an L3 incident is created, it includes the service name with the configuration item and event details, which helps service desk personnel investigate and remediate the issue faster

For more information, see Configuring Proactive Service Resolution for TMF-compliant trouble tickets.

Specify event slots to update incidents or trouble ticketsEdit

When configuring Proactive Service Resolution, specify the event slots available in BMC Helix Operations Management. After a trouble ticket or an incident is created, it gets updated only if the information in the event slots is updated. This capability prevents redundant incident or trouble ticket updates in the IT Service Management or Trouble Ticket Management systems.

For more information, see the following topics based on the endpoint ITSM system:

Event slots in PSR_25.1.02.png

View event and queue details for the policy runs in a waiting stateEdit

For the Create or Update Incident Ticket and the Create or Update Trouble Ticket policy runs in a waiting state, view the Queue Details and Event Details options on the History page. If the automation policy runs are in a waiting state or if a policy run is running for more than 30 minutes, a Resume Queue option is available to restart executing incident or trouble ticket creation for these events. This option helps maintain operational efficiency and reduces delays.