Issues tables

When an end user asks to connect to a live agent during an Employee Navigator chat, the connection might fail. This issue occurs when the user sends multiple messages without delay, especially after Employee Navigator displays service options or asks for request details. This issue occurs in both Microsoft Teams and the end-user console.

DRIIT-84749

When a user navigates in the BMC Helix Digital Workplace portal by using the global navigation menu, the screen reader announces the “Back” button as “Close”.

25.2.02.003, 25.1.02.001, 25.3.02, 23.3.04.007, 25.4.01, 26.1.00

When a user asks Employee Navigator to retrieve information about the submitted requests, the system returns only active requests, omitting completed ones.

Workaround: Modify the agent's prompt to instruct the language model to use the 'GetRequests' tool to search for completed requests or events. For Example, if request is not found with 'GetRequests' always call 'GetPastEvents'.

When a user requests the Supervisor Agent to retrieve knowledge articles containing images while using the Gemini 2.5 Flash or GPT 4.1 Mini models,the images are not displayed correctly. The response either shows empty results or broken image placeholders. This behavior occurs only in the Supervisor Agent, while the Employee Navigator agent displays images correctly.

When the user uploads a large attachment in BMC Helix Digital Workplace, the attachment progress bar does not update gradually. Instead, it jumps from 0% to 100% after a long delay, without showing the actual upload progress.

When a user attempts to connect to a live agent in Employee Navigator for a company that does not require topics, the system prompts the user to select a topic. However, no topics are displayed. As a result, the user cannot proceed to connect to the live agent unless a valid topic is selected.

In the Firefox browser, the following issues occur with the files that you attach to the RTF text area field while submitting a service request:

• You can place the cursor after the attachment icon, which is not recommended.
• After you move an attachment to the new line by pressing Enter after the attachment icon, duplicate attachment icons are displayed after the first attachment.
• After you remove focus from the RTF text area with a file attachment, return focus and try to add one more attachment file, duplicate attachment icons are displayed after the second file.

When an end user clicks “I want to raise a request” in locales other than English, the system does not display the table of common services. Instead, it may display the message “The requested service could not be found” or result in 1 service suggestion.

While you are using the Gemini 2.5 Flash model in the Supervisor agent, images from articles are not being retrieved or displayed. The responses either omit the images or return empty placeholders.

Workaround: The following property must be added in the Knowledge Tool configuration to prevent errors by excluding GIF images:
"excluded_mime_types": ["image/gif"]
This ensures GIF files are ignored when rendering articles.

When an end user refreshes the browser window after a live agent chat ends and the survey pop-up appears, the survey details disappear. Instead, the following message is displayed: "Chat with Agent has closed and you are now reconnected with HelixGPT".

When a user who is added as a default collaborator from the preference list is hard deleted from the CTM:People form, then no default collaborators are added to the service request when the user for which the default collaborators have been added, submits a service request.

When the BMC Helix Business Workflows case status is changed, and a resolved note is added simultaneously, the resolved note from a BMC Helix Business Workflows case is displayed twice in BMC Helix Digital Workplace service request comments.

When both events occur simultaneously, it causes two comments to be written to the ActivityLog form at the same time. When there is some delay between these events, there is no duplication.

In the Employee Navigator chat, if a user starts the conversation by entering the first statement as Connect to the Live agent, the agent fails to ask follow-up questions and the conversation breaks. The following error appears in the log files: 

RuntimeError: HTTP error 403 from server.

Workaround: Start the conversation by providing the relevant detail about the query before requesting to connect with a live agent.

When a user is connected to a live agent via Employee Navigator, any message sent by the agent containing newline characters is rendered as a single continuous line in the BMC Helix Digital Workplace UI, rather than preserving the intended line breaks.

When the user requests a service in BMC Helix Digital Workplace without attaching the workflow, the error message that is displayed is incorrect. Instead of "Service DwpcTaServiceK3LL5L5 1.0 (605) doesn't have a workflow attached to it," the message that is displayed is "Service DwpcTaServiceK3LL5L5 1.0 (605) doesnt have a workflow attached to it."

DRMY1-33218

When a user submits a service request in a locale other than the default one, the localized company is saved as empty. ​

DRMY1-30182

​​​​​​DRMY1-33078

DRIIT-80508

DRIIT-80595

DRIIT-80794

DRIIT-79155

In the Service Level Agreement settings, users with the catalog administrator role can't enable the Show to requestors toggle. Although the toggle appears to be switched on during the action, the change is not saved.

Workaround: To enable the Show to requestors toggle, the action must be performed by a user with Administrator permissions.

DRMY1-33176

DRIIT-79023

DRIIT-78284

DRIIT-76967

DRMY1-31853

DRMY1-32732

End users are unable to upload images in Employee Navigator and the following error is displayed:
Some files exceeded the maximum file size of 0 B and were not included.

Workaround: As an administrator, add the following parameters to the Default config field in the model configuration:
 "maxNumOfImages": 3,
  "imageUploadSizeInMB": 2,
  "captureImageDetail": "low",
  "includeImgDataInPersistHistory": true

Open

25.1.00

DRIIT-74682

Open

25.1.00

DRIIT-74061

Open

23.3.03

DRM88-1881

Email notification

21.3.00, 

22.1.07, 

23.3.00, 

23.3.01, 

23.3.02, 

23.3.03, 

23.3.04

DRIIT-73118

Email notification

23.3.03

DRIIT-74382

Localization

23.3.03

DRIIT-74726

Localization

23.3.01

DRIIT-73031

Localization

23.3.02, 

23.3.04

DRIIT-73670

Service requests

Open

23.3.03

DRIIT-70647

In BMC Helix ITSM fulfillment details, new‑line formatting applied by using the 'New Line' keyword in Workflow Designer is not retained in the text content populated in the fulfillment fields. This issue occurs in both text and rich text fulfillment fields.

DRMY1-34440

When configuring the Service Level Agreement settings, if a user saves the Helix Platform Service‑Level Management (SLM) configuration without selecting the required Connector field, the system allows the save action to complete without displaying any validation error for the missing required field.

When multi‑language is ON, the survey does not show the custom request name and shows a localized non‑custom name.

When catalog administrators set the language to French, Catalog Curator response displays multiple UI labels, prompts, and generated survey or service content in English instead of French. The generated questions and the text shown in the Guide me prompt are not translated correctly when creating surveys or service.

While editing a service, when a catalog administrator enters a prompt for Catalog Curator to translate a questionnaire into another language while using the Google Vertex Gemini 2.5 Flash model, the questionnaire is not translated into the specified language.

DRIIT‑83913

While editing a service, when a catalog administrator enters a prompt for Catalog Curator to translate a questionnaire into another language while using the Microsoft Azure OpenAI 4.1 GPT model, the questionnaire is not fully translated into the specified language.

DRIIT-84063

When a catalog administrator enters a prompt for Catalog Curator to translate a service profile into another language while using the Azure OpenAI 4.1 GPT or Google Vertex Gemini 2.5 Flash model, the existing translations are removed from the displayed values in the Catalog Curator chat.

DRIIT-84065

While editing a service, when a catalog administrator enters a prompt to add a question, remove a question, or change a question label, the Catalog Curator chat displays the following error message:
Invalid JSON prepared, please try again.

DRIIT-84334

When a catalog administrator enters a prompt for Catalog Curator to translate the service name, questionnaire, or service profile into the Hebrew locale, the content is not translated during service creation or editing. Hebrew translations are also not generated when creating surveys with Catalog Curator.

When a catalog administrator enters a prompt to change the service version to a new value, such as 2.0 or 3.0, the version does not update as requested.

When the user submits a service request that triggers a BCM deployment, the request hangs because the BCM server takes an unusually long time to complete the deployment or becomes stuck at a specific stage. This results in the waitDeploymentEnd action of the BCM connector to enter an infinite loop, causing the transaction to be terminated and the service request to fail.

25.1.01

When the BMC Helix Digital Workplace service creates a change approval and one of the approvals has an unsupported application type, an exception is thrown, and notifications for all approvals, including valid ones, are skipped.

When creating a questionnaire, users are unable to apply Operations activities in fields that are added under a condition.

DRMY1-33369

DRIIT-80527

When a catalog administrator creates a service by using the Catalog Curator and requests a translation into another locale, and then requests a change to the translated label of any question, the following issue occurs:

The Catalog Curator returns the relevant section where the change was intended; however, it does not apply the change. 

DRIIT-81818

When catalog administrators include certain special characters, such as *, %, }, in dropdown questions while creating a service using the Catalog Curator, the following issue occurs:

The questionnaire JSON fails to process, and the service creation fails. This issue occurs when using MS Azure 4.1 Mini LLM model.

Workaround: Remove special characters, such as *, %, }, from the input to avoid processing errors.

DRIIT-82212

When the Catalog console is refreshed, the Catalog Curator toggle resets to the disabled state, even if it was previously enabled and saved. As a result, the Catalog Assistant button disappears from the Catalog console.

Workaround: 

DRD21-108308

While creating a service by using the Catalog Curator, the catalog administrator might encounter the following error after the final confirmation:
Failure occurred while calling create service API.

Workaround: 

• Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
• Find and select Helix Agent Studio.
• On the Record Definition tab, select the checkbox for Prompt, and then click Edit Data.
• In the Visible columns dropdown, select the checkbox for Name.
• Search for a record named Catalog Service Curator in the search bar.
• Select the record for the Catalog Service Curator prompt, and then click Edit.
• Copy the prompt from the attached PDF and paste it into the Text field of the Catalog Service Curator Prompt Record.
• Unselect the checkbox for seed data.
• Click Save.

To download the PDF containing the prompt, click Catalog Curator Workaround prompt.

DRIIT-79804

If a question label or description contains a pipe symbol, the question gets added, but the following issues might occur:

• The label or description gets truncated to 20 characters.
• Any previously existing questions containing the pipe symbol in their labels and descriptions get deleted.

When a catalog administrator attempts to set the date-time field value to today's or tomorrow's date for a service, the following issue occurs:
The Catalog Curator instead picks up the date based on the local time of the system where the LLM model is installed.

Workaround: We recommend that you verify the date before saving the service.

If a service creation fails due to a questionnaire failure and the catalog administrator tries to recreate the service by using the same service details in the Service Catalog Creator, the following issue occurs intermittently:
The service summary shows approval questions under the questionnaire, even when they are not added.

Workaround: 

• Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
• Find and select Helix Agent Studio.
• On the Record Definition tab, select the checkbox for Prompt, and then click Edit Data.
• In the Visible columns dropdown, select the checkbox for Name.
• Search for a record named Catalog Service Curator in the search bar.
• Select the record for the Catalog Service Curator prompt, and then click Edit.
• Copy the prompt from the attached PDF and paste it into the Text field of the Catalog Service Curator Prompt Record.
• Unselect the checkbox for seed data.
• Click Save.

To download the PDF containing the prompt, click Catalog Curator Workaround prompt.

DRIIT-79406

When users open knowledge article details page via URL containing an article reference link or an anchor link to a specific part of that knowledge article, the following issue occurs:

The page does not automatically scroll to the appropriate section upon page load or reload. Instead, the user remains at the beginning of the article.

DRIIT-77921

DRIIT-77261

If an integration service connector that is used to retrieve cache data values is missing or disconnected when a user attempts to access BMC Helix Digital Workplace, the following issue occurs:

User cache data, such as user groups, might fail to be retrieved, resulting in a loss of cache data.

DRIIT-77014

When BMC Helix Digital Workplace is unable to identify the connector, the connectors are shown with a Missing status, and end users encounter the following error:

DRMY1-30842

DRIIT-79390

when the selected date range of the report includes the requests raised by deleted users.

25.2.01

25.1.02

25.1.01

When upgrading from version 25.1.00 to a later version, the studio pages that had search sources as null and were created in older versions of BMC Helix Digital Workplace Studio might appear blank or not load. 

When a user responds to a lookup question in the guest portal questionnaire during the request submission, a 403 error occurs, and the available options are not displayed.

Workaround: Use the dropdown question in the Guest portal instead of the lookup question.

When a session times out, the faded loading indicator covers the session timeout window, making it impossible for users to click the Sign In button.

Workaround: Refresh the Guest portal page.

Guest portal configuration

When an administrator configures a forbidden URL or a non-existing site, an invalid subtenant with a null guest user is created, despite the configuration error.

Workaround: Remove the Guest portal configuration and re-configure the Guest portal with a valid URL.

When end users enter a non-integer value in a text field, the following error message is displayed:
Answer XXX invalid for integer.

25.2.00,
23.3.03

Fixed in 25.1.00

23.3.00

DRIIT-73887

Fixed in 25.1.00

23.3.01, 

23.3.02

DRMY1-30828

Open

22.1.00

DRMY1-30431

Fixed in 25.1.00

23.3.01

DRMY1-31396

Fixed in 25.1.00

23.3.03

DRIIT-74910

Open

25.1.00

DRIIT-74458

Open

23.3.03

TOOL-686

Studio pages

Open

23.3.00

DRIIT-65359

Workflow designer

Open

19.08,

19.11,

20.02

DRMY1-17579

Service Request Definitions (SRDs)

Open

23.3.00,

22.1.00, 

21.3.00,

20.08.00,

20.02.03

DRMY1-28603

Catalog

Open

23.3.02,

23.3.03

DRMY1-30227

Import

Fixed in 25.1.00

23.3.01

DRMY1-30371

User Interface

Open

23.3.04,

25.1.00

DRIIT-75380