25.1 enhancements and patches

Use images as input to BMC HelixGPT to generate answers

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.

End users can provide images as an input to BMC HelixGPT to generate relevant answers. For example, an end user can share a screenshot of an error message and ask for steps to resolve that error. 

This capability provides improves accuracy and simplifies query writing by providing relevant images, such as an error message. 

For more information, see Using-Employee-Navigator-to-find-AI-generated-answers.

Use voice input to get answers from BMC HelixGPT

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information..

End users can find answers by asking their queries verbally to BMC HelixGPT. The system converts the voice input into text and provides an answer in textual format. End users can benefit from this capability in the following ways;

• Boosts natural and real-life like conversations with BMC HelixGPT, without limiting users to only question and answer type interaction.
• Provides a quick, hands-free way to provide inputs.

For more information, see Using-Employee-Navigator-to-find-AI-generated-answers.

Configure skills for Employee Navigator to provide BMC HelixGPT capabilities

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information..

Provide a combination of BMC HelixGPT capabilities by configuring different skills, knowledge sources, and filters for the Employee Navigator side panel. 

This capability provides the following benefits to the administrators: 

• Provides single click skill-selection for BMC HelixGPT configuration. 
• Helps them to select skills based on line of business, location, or role. 

End users get answers in-context of the application. For example, end users get HR-specific answers if BMC HelixGPT is configured on a custom home page for the HR line of business. 

For more information, see Configuring-BMC-HelixGPT-in-the-end-user-console-and-studio-pages.

Create preconfigured search views in BMC Helix Digital Workplace Studio.

This capability is available with the  BMC Helix Digital Workplace Advanced license. 

Create search views in BMC Helix Digital Workplace Studio with preconfigured search text so that end users can view the search results without having to enter common search strings. For example, in an HR line of business page, the pre-configured search string can be What  does an onboarding process look like? This page displays results from BMC HelixGPT or keyword search related to Onboarding. 

Administrators can link the search views in multiple studio pages or intranet web pages for a consistent search experience. 

For more information, see Creating-search-views.

Use Employee Navigator to find your service health items

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.

End users can use Employee Navigator to find targeted answers related to their service health items. They can ask queries in conversational language, such as Show services that had performance issues on November 6, Show my favorite service health items, or What's wrong with the email service?

End users can benefit from generative AI retrieval of answers in the following ways: 

• Quickly check for any previously reported problems while facing service issues, reducing the need to contact the service desk and wait for assistance.
• Save time in going through multiple service health items to get targeted answers. 
• Find answers to queries related to the service health item's status, name, date of status change, or the status of your favorite service health items.

For more information, see Using-Employee-Navigator-to-find-AI-generated-answers.

Use BMC HelixGPT to find answers based on specific people attributes

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.

End users can use Employee Navigator to find targeted answers related to specific people attributes, such as first name, last name, email ID, company, location name, and groups. 

For example, they can ask queries in natural human language, such as What is the name of the user with email <email address>, Show users in Apex Global, List users with name ending with Johnson, Show the location information for Houston, and so on. 

End users can benefit from this capability in the following ways:

• Save time in manually going through the list of people in the BMC Helix Digital Workplace people profile. 
• Accelerate collaboration with colleagues in the organization. 

For more information, see Using-Employee-Navigator-to-find-AI-generated-answers.

Use out-of-the-box sample skills and their prompts for multiple models supported by BMC HelixGPT

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.

Administrators can use out-of-the-box (OOTB) sample skills that are preconfigured for multiple models supported by BMC HelixGPT. The availability of these OOTB sample skills offers several benefits for both BMC HelixGPT and BMC Helix Digital Workplace administrators:

• Helpful and relevant responses from BMC HelixGPT—OOTB sample skills ensure consistent and standardized responses from BMC HelixGPT across multiple models.
• Quality Assurance— These skills offer high-quality prompts that enhance overall effectiveness and reduce troubleshooting efforts.

As a result, BMC HelixGPT administrators can quickly adopt BMC HelixGPT by either utilizing the ready-to-use skills as they are or focusing solely on customizing them for specific use cases. BMC Helix Digital Workplace administrators can streamline the configuration of BMC HelixGPT within BMC Helix Digital Workplace, particularly on the Studio pages and on the Employee Navigator panel.

For more information, see Configuring BMC HelixGPT in the end-user console and studio pages and Out-of-the-box skills in BMC Helix Digital Workplace. 

Leverage enhanced BMC HelixGPT user interface on mobile devices

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.

Enjoy a streamlined user experience while conversing with BMC HelixGPT on mobile devices. The interaction with BMC HelixGPT on mobile devices is convenient, efficient, and user-friendly:

• Scroll through tables independently.

• Conveniently navigate between multiple tabs.

Learn how to use BMC HelixGPT from BMC Helix Digital Workplace in Using-Employee-Navigator-to-find-AI-generated-answers. 
 

Provide answers to Employee navigator in natural language for different types of questions

This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.

End users can leverage BMC HelixGPT to submit answers to questions via natural human language. The answers can then trigger automation of tasks such as submitting a service request through workflows. 

The following question types are supported: 

• Text area
• Text field
• Radio button
• Counter
• Toggle
• Date
• Time
• Date/Time
• Checkboxes
• Lookup
• Dynamic questions
• Dependent questions

For more information, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced into BMC HelixGPT. 
 

Collect feedback from external users through surveys

This capability is available with the  BMC Helix Digital Workplace Advanced license and External users license.

As an external administrator, you can enable satisfaction surveys for external users, which provides the following benefits:

• Enhance user feedback collection—Send surveys to external users to collect feedback on their completed catalog requests and send survey notifications. Broaden your audience and assure them that their feedback is acknowledged and valued.
• Drive service improvement—Leverage external user surveys to identify improvement areas and enhance service quality, thereby increasing customer satisfaction.

For more information, see Enabling-surveys.

Restrict on-behalf-of entitlements for specific catalog services

This capability is available with the  BMC Helix Digital Workplace Advanced license. 

As a catalog administrator, you can limit on-behalf-of entitlements for certain catalog services, allowing only requestors to submit such requests. For example, if you restrict the on-behalf-of entitlements for a password reset service, users can submit such requests only for themselves, not for others. This capability offers the following benefits:

• Secure sensitive information by restricting on-behalf-of requests for specific services.

• Gain granular control of on-behalf-of entitlements for each service rather than applying a default configuration to all services.

For more information, see Restricting-services-and-bundles-for-end-users.

Select the language for email notifications sent via the notification engine on BMC Helix Innovation Suite

End users can select and change their preferred language for receiving email notifications from BMC Helix Digital Workplace, which saves time for both them and the administrators who enable this option to make this task self-serviceable. Additionally, end users have enhanced control over the system with personalization options and the ability to switch languages instantly to adapt to their needs. This option relieves administrators from managing language-related requests, enabling them to focus on more critical tasks. For more information, see Setting-up-end-user-preferences.

(For customers on 20.02.03 to 23.3.01 versions) Determine the effort required to migrate service request definitions from BMC Service Request Management to BMC Helix Digital Workplace Catalog

This capability is available with the BMC Helix Digital Workplace Advanced, or BMC Helix Digital Workplace Basic with Catalog entitlement or BMC Helix ITSM Suite service license.

SaaS and on-premises customers who are using versions 20.02.03 to 23.3.01 can estimate the efforts required to migrate their service catalog from BMC Service Request Management to BMC Helix Digital Workplace Catalog before upgrading to the new version of Catalog. Administrators use the precheck utility available for these versions to identify the supported and unsupported service request definitions (SRDs). This information gives them a chance to modify the SRDs before the upgrade to facilitate quick and seamless migration by using the migration utility.

For more information, see Completing-the-prechecks-for-versions-20-02-03-to-23-3-01.

Use Cloud Action to connect to AWS Service Catalog

This capability is available with the  BMC Helix Digital Workplace Advanced license.

Customers can offer the products and services from Amazon Web Services in BMC Helix Digital Workplace Catalog by using the connector in Cloud Action. Catalog administrators configure the connector to import services from the AWS Service Catalog and provision them to end users, who can then request these services via the end-user console.

Existing customers who are using the end-of-life product BMC Helix Integration Service can use Cloud Action to provision new products and services that were not already imported by using the connector in BMC Helix Integration Service.

For more information, see AWS-Service-Catalog-connector-in-Cloud-Action.

Access context-specific resources in the self-help widget

This capability is available with the  BMC Helix Digital Workplace Advanced license.

In the BMC Helix Digital Workplace Catalog self-help widget, access resources to help you on many screens within the product. Click the link below the Search bar to view guides, videos, or documentation links specific to the screen.