25.3 enhancements and patches
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.
Version | SaaS | On premises | Fixed issues | Updates and enhancements |
|---|---|---|---|---|
| 25.3 | ✅️ | Known and corrected issues | 25.3 enhancements |
25.3
Use Employee Navigator to interact with approvals
End users can manage and interact with approval requests directly from the chat interface of Employee Navigator, eliminating the need to navigate through specific approval pages.
This capability lets you:
- Approve or reject approvals instantly from the chat
- Reassign approvals to other team members
- Put approvals on hold for later action
This capability streamlines the management of approval requests by allowing users to interact with approval workflows directly through Employee Navigator, increasing productivity and enhancing the user experience.
For more information, see Using Employee Navigator to find AI-generated answers.
Use fulfillment IDs to search for service requests in Employee Navigator
When a user submits a service request, it often triggers various fulfillment tickets with their respective fulfillment IDs. This capability enables users to search for a service request in the Employee Navigator using an associated fulfillment ID, such as a work order ID, incident ID, case ID, or change request ID.
This capability offers the following benefits:
- Enhances service request traceability
- Provides flexibility to use different identifiers to query the associated service request
- Reduces friction in collaborative workflows where different fulfillment tickets are managed by different people
- Improves overall user experience
For more information, see Configuring fulfillment details display in service requests.
Get a summary of the service request comments from the Employee Navigator chat
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.
Provide end users with a summary of the comments on the service requests via Employee Navigator chat, offering instant clarity on service request activities. They do not have to manually sift through lengthy comment threads, especially when dealing with complex requests that involve multiple stakeholders. The capability offers the following benefits:
- Quickly understand request history without reading every comment.
- Make faster decisions with summarized insights.
- Focus on key updates without information overload.
For more information, see Using Employee Navigator to find AI-generated answers.
Add rich text comments and attachments to the service requests via the Employee Navigator chat
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.
Enable end users to add RTF comments and attachments to existing service requests by using Employee Navigator chat. This capability offers the following benefits:
- Simplifies routine tasks, making the process more intuitive and user-friendly.
- Improves productivity for end users by allowing them to add rich text comments and attachments without navigating through multiple interfaces.
For more information, see Using Employee Navigator to find AI-generated answers.
Guide users to the relevant catalog services via links in Employee Navigator chat
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.
By leveraging AI capabilities, the Employee Navigator intelligently matches user intention to published services. With this enhancement, user questions are mapped to the most relevant catalog services through clickable links via chat, offering the following benefits:
- For services that cannot be fulfilled via chat, users are guided directly through links to the appropriate request submission pages.
- Redirecting users to the relevant catalog service reduces support overhead, minimizing manual intervention.
For more information, see Using Employee Navigator to find AI-generated answers.
Boost service creation and accuracy with the Service Catalog Curator
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.
The Service Catalog Curator offers optimized performance, enhanced display, and greater accuracy for service creation with the following enhancements:
- Group or individual approval mappings
- Delta Updates for follow-up Conversations
- Optimized questionnaire featuring sectional and description widgets
- RegEx validation for questions
These improvements empower catalog administrators to create services with greater accuracy and faster turnaround times using the service catalog curator.
For more information, see Leveraging Service Catalog Curator for creating services.
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Define functions with the question responses to auto-populate the questionnaire fields
This capability is available with the 
BMC Helix Digital Workplace Advanced license.
Define functions within a questionnaire that act on user answers. These functions can apply operations on the responses to compute values, fill in fields, and enforce logic before the submission of service requests. This enhancement creates a smarter and more responsive questionnaire that adapts in real-time based on user input, offering the following benefits:
- Faster form completion—Auto-filled and computed fields reduce manual typing and guesswork, reducing cognitive load.
- Enforced business rules—Prevents non-compliant submissions at the source, such as a refund exceeding the allowance amount.
- Reduced errors—Built-in logic prevents mistakes that could delay the processing of a service request.
For more information, see Applying operations to question responses.
Use BMC HelixGPT to make services easily requestable via chat
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information.
Catalog administrators can save their time and manual efforts by using BMC HelixGPT to make services easily accessible and requestable via chat. End users can request such services via Employee navigator.
Using BMC HelixGPT provides the following benefits to the catalog administrators:
- Save manual efforts required for using the Publish chat-enabled service wizard to make services requestable.
- Avoid human errors when using disambiguation, providing variations in service descriptions, service clarification phrases, and providing natural language variations of the questions.
- Achieve faster scalability by making several services requestable in a short period of time.
- Improve discoverability of services that help users identify the appropriate service for their queries.
For more information, see Using BMC HelixGPT to make services requestable via chat.
Use the delivery estimate to define service timelines
Catalog administrators can specify a value in the Delivery Estimate field to show how long a service usually takes to complete. The Delivery Estimate field replaces the older Provisioning Time field. In Service Broker context data type, the Turnaround Date field uses the delivery estimate instead of the provisioning time. Administrators can turn on the Show to requestors option to display the estimate as “Typically takes” on the service catalog and checkout pages.
This capability offers the following benefits:
- Users can see how long a service might take without contacting BMC Helix Support.
- Users can decide when to request a service based on how long it usually takes.
For more information, see Setting service level agreements.
What else changed in this release
Update | Product behavior in versions earlier than 25.3 | Product behavior in 25.3 |
|---|---|---|
This capability is available with the Enhanced performance of Catalog sections that load articles from BMC Helix Knowledge Management by ComAround | In BMC Helix Digital Workplace, users experienced loading delays when accessing Catalog sections that contained articles from BMC Helix Knowledge Management by ComAround. The articles took a noticeable amount of time to load. | Articles from BMC Helix Knowledge Management by ComAround load significantly faster in the Catalog sections of BMC Helix Digital Workplace. |
| Support for the delivery of social notifications through the notification engine on BMC Helix Innovation Suite. | The notification engine on BMC Helix Innovation Suite did not support the notifications for social events. | The notification engine on BMC Helix Innovation Suite supports email notifications for the following social events:
For more information, see Out-of-the-box notification events, templates, and processes. |
| Provide feedback on all Employee Navigator responses. | Employee Navigator displayed feedback options only when the response included source links. | Employee Navigator displays feedback options for all responses, regardless of whether source links are included. |
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information. Enhanced prompt selection in the HelixGPT Agent Studio with a filtering option | When administrators link a prompt to a skill, the Link prompt dialog box displayed the list of prompts for all the applications. Because administrators were unable to filter the list, it was difficult to locate and reuse prompts specific to BMC Helix Digital Workplace. | The HelixGPT Agent Studio offers filters for all columns, including Name, Application, Type, and Seed in the Link prompt user interface. Administrators can filter the prompt list to show only those related to the BMC Helix Digital Workplace, simplifying prompt selection. For more information, see Creating and managing prompts. |
This capability is available with the Leverage a visual interface for generating and viewing the Digital Workplace Guest User Report. | Guest administrators could only generate the Digital Workplace Guest User Report by exporting it as a CSV file. The visual user interface was not available for viewing or interacting with the report. | Guest administrators can generate and view the Digital Workplace Guest User Report directly through an intuitive visual interface. This capability enhances usability, flexibility, and decision-making efficiency. Additionally, this interface introduces the following customizable data selection options:
These filters empower guest administrators to generate more relevant and actionable insights. For more information, see Reviewing active users. |
This capability is available with the The Innovation Studio connector retrieves and displays localized data from applications developed on BMC Helix Innovation Studio.
| The Innovation Studio connector retrieved the data from applications developed on BMC Helix Innovation Studio by using only the default English locale. | When you create questions that pull responses from applications developed on BMC Helix Innovation Studio, the Innovation Studio connector can retrieve and display localized data. This capability provides the following benefits:
For more information, see BMC Helix Innovation Studio connector. |
This capability is available with the BMC Helix Service Management service as described in BMC Helix Subscriber Information. Experience an optimized table view in Employee Navigator responses with clickable links within each row for the corresponding row item | When users view tables in response to prompts such as show requests, show approvals, and show to-dos, the links to go to the details page of each row item are listed below the table. | When users view tables in response to prompts such as show requests, show approvals, and show to-dos, each row within the table contains a link that routes them to the details page of the corresponding item. This capability eliminates the need for users to look for the specific link that corresponds to a row item.
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| Support agents receive Employee Navigator chat summaries | Support agents had limited visibility into a user's Employee Navigator chat summary. | When BMC HelixGPT redirects users to support agents, it shares the chat history with the support agent. This context helps agents understand the query and provide faster, more accurate assistance. For more information, see Generating AI-retrieved answers for end users through BMC HelixGPT. |
| Users from a tenancy can see search suggestions based on the search history of other users in their tenancy | Search suggestions were generated from the browser's local storage. Any user accessing the same browser could view the last 10 search terms, regardless of who performed the search. This behavior did not support tenant-level segregation. | A search history is stored in the backend and is used to generate search suggestions for other users within the same tenancy. A backend scheduler processes and updates these suggestions approximately every 24 hours. Administrators can configure the search scheduler settings. To learn more, see Configuring search. |
| The BMC Software copyright statements in BMC Helix Digital Workplace and BMC Helix Digital Workplace Catalog are replaced with BMC Helix copyright statements | The copyright statement in the footer text on the login page, footer text in the privacy policy, and the text when the user is prompted to enable advanced features read. Copyright 1997-2025 BMC Software BMC, BMC Software, the BMC Software logo, are the exclusive properties of BMC Software, Inc. and are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries.
| The copyright statement in the footer text on the login page, footer text in the privacy policy, and the text when the user is prompted to enable advanced features read: Copyright 1997-2025 BMC Helix Inc. Helix and other Helix marks are the exclusive properties of BMC Helix Inc. and are registered or may be registered with the U.S. Patent and Trademark Office or in other countries.
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| Experience improved relevance in search results for knowledge articles from BMC Helix Knowledge Management by ComAround | When users searched for knowledge articles, only basic filters with individual tags or simple AND/OR logic were supported. | Users benefit from advanced filters created by administrators by using combined AND, OR, and NOT operators for more precise results. The filters with complex queries help users find more targeted and relevant knowledge articles. For more information, see Configuring search. |
BMC Helix Digital Workplace Advanced 
