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

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

25.2.01

Request additional information before approval

If approvers require additional information before approving a request, they can ask for clarification from the BMC Helix Digital Workplace end-user console. With this capability, approvers get the following benefits:

• Request more details instead of rejecting a request, speeding up the approval process.
• Get complete and accurate information before making a decision, enhancing the decision quality.
• Minimize unnecessary emails and meetings, keeping the work streamlined.
• Get a clear audit trail of the communication with the requester.

For more information, see Requesting approval clarification. 

25.2

The following video (2:22) provides an overview of the enhancements included in BMC Helix Digital Workplace 25.2:

 What's new in BMC Helix Digital Workplace 25.2

Accelerate service creation by using the Service Catalog Curator

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

Expedite the catalog service creation process by using a BMC HelixGPT-powered Service Catalog Curator. It offers catalog administrators a great start in creating a catalog service with the following benefits:

• Increased efficiency—Save significant time and reduce manual effort.
• Interactive assistant—Experience a seamless and intuitive conversational interface with interactive assistance.
• Seamless service catalog creation—Provide prompts and necessary inputs, review the summary, perform real-time edits for seamless modifications, and efficiently create a service without requiring manual catalog service creation expertise.
• Effortless localization—Choose your preferred locale for creating services and experience effortless localization.

For more information, Leveraging Service Catalog Curator for creating services.

Access the BMC Helix Digital Workplace guest portal for self service

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

Use the BMC Helix Digital Workplace guest portal for self service with public access. The guest portal offers the following benefits:

• Seamless access— Guest users can access the portal without requiring full registration.
• Faster transactions—Guest access can provide quick access where users don't need to identify themselves and can request public services.
• Brand awareness— Guest users can experience the look and feel of the application, increasing brand exposure and offering a competitive advantage.

For more details, see Using the BMC Helix Digital Workplace guest portal for self service. For the administrative activities, see Administering a guest portal.

Snap and upload images as input in Employee Navigator

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 snap and upload images directly from their mobile devices to find relevant information, ask questions, or get help. For example, an end user can use their mobile device to snap an image of an error message displayed on their laptop screen and upload it to Employee Navigator to get recommended actions and options for more details.

This feature offers the following benefits to end users:

• Faster information retrieval – Speeds up the process of finding information by allowing users to submit images for quick analysis and support.
• Enhanced user interaction – Enhances user interaction with Employee Navigator by providing support for real-time, visual query input.
• Mobile-optimized support – Expands support and accessibility by allowing users to use their mobile devices to capture and submit images for immediate assistance.
• Reduced manual input – Minimizes the need for typing by enabling image-based queries, saving time and effort.

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

Configure the BMC HelixGPT disclaimer message for end users

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

As an administrator, configure the disclaimer message for the BMC Helix GPT-powered Employee Navigator responses, customizing the text to suit your business needs. This capability is beneficial for your company in the following ways:

• Helps users understand the behavior of AI-generated responses, avoiding misinterpretation.
• Ensures compliance with company policies and legal regulations.
• Aligns messaging with the company’s brand identity, standards, and preferred locales.

For more information, see Configuring the disclaimer message for BMC HelixGPT responses.

Assign catalog roles to multiple users in bulk

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

Catalog administrators can save a significant amount of time by assigning roles to multiple users in bulk, instead of individual assignments. You assign the following roles based on the user attributes such as support group or region: 

• Administrator
• Agent
• Asset manager

For more information, see Assigning catalog roles to user accounts.

Define the data archival policy for BMC Helix Digital Workplace

As an administrator, set up the data archival policy for historical data such as in-app notifications, social media posts and their attachments, and user session data. You can match the policy according to your organization's overall archival policy.

A data archival policy provides you with the following benefits:

• Periodically archives historical and obsolete data.
• Improves efficiency of the system and utilizes the available infrastructure and resources optimally.

For more information, see Archiving data.

Use BMC HelixGPT chat to update service requests in BMC Helix Digital Workplace

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

End users can use BMC HelixGPT chat to update their service requests in the following ways:

• Add a comment to an active service request
• Cancel a service request

This capability streamlines service request management by allowing end users to make updates to their requests without manually navigating to the request page. By reducing the number of clicks and UI interactions, it boosts productivity, saves time, and enhances the user experience.

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

(Controlled availability) Connect to a live agent from BMC HelixGPT chat

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

BMC HelixGPT connects users to a live agent directly from the BMC HelixGPT chat for immediate support. This capability ensures that users receive assistance promptly, enhancing their overall experience.

This capability provides the following benefits to end users:

• Real-time assistance — Users can quickly connect with a live agent directly from the chat for immediate support.
• Smooth AI-to-agent transition — Users stay within the same chat, receive a system message when an agent joins, and can end the chat whenever they want. 

For more information, see Configuring BMC HelixGPT to offer options for unanswered questions - BMC Documentation.

View relevant subcatalogs for lines of business

As an embedded supplier in BMC Helix Digital Workplace Catalog, create multiple subcatalogs for different lines of business within BMC Helix Business Workflows.

After a business analyst maps these subcatalogs to their respective lines of business, catalog administrators will only have access to the subcatalogs related to their specific line of business. This separation prevents cross-visibility into other lines of business and provides better service management. With this feature, catalog services can be segregated based on the subcatalogs corresponding to each line of business.

For more information, see BMC Helix Business Workflow subcatalogs specific to lines of business.

Simplified licensing model for BMC Helix Service Management Suite

The BMC Helix Service Management Suite licensing model is a simplified packaging and pricing model for service management products such as BMC Helix ITSM, BMC Helix Digital Workplace, and lines of business. By using this licensing model, customers get a combination of multiple related SKUs to get value from the complete solution. 

For more information, see License types and features.

What else changed in this release