26.2 enhancements and patches
Review the BMC Helix Digital Workplace 26.2 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 |
|---|---|---|---|---|
| 26.2 | ✅️ | Known and corrected issues | 26.2 enhancements |
26.2
(Controlled availability) Talk to Employee Navigator with voice-to-voice streaming
Have a voice conversation with Employee Navigator to ask questions verbally and receive spoken replies. Employee Navigator processes your spoken input, interprets the context, and responds in a natural, multi‑turn conversation. Speaking your questions enables you to describe issues more naturally, and Employee Navigator can provide interactive guidance as the conversation progresses. The experience is similar to working with a live support agent. Employee Navigator remains available at any time, providing consistent access to assistance.
For more information, see Using Employee Navigator to find AI-generated answers.
(Controlled availability) Share your screen with Employee Navigator
Share your screen with Employee Navigator to provide visual context for your questions and receive spoken replies. Employee Navigator interprets what appears on your screen and provides guidance tailored to the task you are working on. Sharing your screen reduces the need to explain details verbally, makes it easier to clarify issues, and helps accelerate the steps toward a resolution. This interaction delivers context‑specific guidance much like a live support agent would.
For more information, see Using Employee Navigator to find AI-generated answers.
Request services on behalf of another user from the Employee Navigator chat
As an end user, submit catalog service requests on behalf of another user from the Employee Navigator chat. When you initiate a service request through the chat, Employee Navigator performs the following actions:
- Verifies your on-behalf-of (OBO) privileges
- Confirms whether the request is for you or another user
- Helps you search for the user you want to request the service for, by name, ID, or email address
- Conversationally guides you through the service request questionnaire
For more information, see Using BMC HelixGPT to make services requestable via chat.
Respond to the service questionnaire by using an interactive UI in the Employee Navigator chat
Users can respond to service request questionnaires directly within the Employee Navigator chat using an interactive question UI. Depending on the question type, the question component presents an interactive UI for users to provide their responses, such as an embedded text area, a dropdown menu, a typeahead lookup field, a date/time picker, or an attachment uploader.
This capability enables users to provide responses in the context of the questions as they progress through chat‑enabled service request questionnaires. This creates a more guided, structured, and efficient questionnaire experience within the chat flow.
For more information, see Using Employee Navigator to find AI-generated answers.
Live agent support in the Guest Portal Navigator
Guest Portal Navigator introduces support to connect to a live agent in the guest portal. With this capability, anonymous users can seamlessly transition from AI‑guided conversations to live service desk agents when additional assistance is required.
For information about configuring Live chat, see Configuring Guest Portal Navigator.
Embed Guest Portal Navigator in external websites in anonymous mode
Guest Portal administrators can embed the Guest Portal Navigator chat panel into any HTML-based website. With this enhancement, organizations can leverage the Guest Portal assistance within external websites, reducing context-switching for end users and making support capabilities more accessible.
For more information, see Configuring Guest Portal Navigator.
Confirm service creation and edits by using confirmation buttons
Catalog administrators can confirm service creation and edits by selecting visible confirmation buttons, such as Create service and Save changes, in the Catalog Curator during create and edit workflows. To rollback changes to services with conditional questions in the edit workflows, the Revert changes button is available. This reduces ambiguity and speeds up service authoring.
For more information, see Creating services with Catalog Curator and Editing services with Catalog Curator.
Add or update conditional questions in services by using Catalog Curator
Use conditional questions in Catalog Curator to keep service request forms focused on relevant information during service creation or editing. Define and update conditions directly through chat using natural‑language prompts, rather than using the Questions Designer.
Built-in validation identifies issues and flags them when questions or options change, ensuring the questionnaire remains valid and consistent. For more information, see Using conditional logic in service questionnaires with Catalog Curator.
Configure bulk notification settings from the UI
As an administrator, configure notification settings for all users at once through a dedicated UI menu in the Admin console. This capability reduces operational risk and improves the organization’s response time during critical situations by enabling more efficient, consistent updates.
You can also define default notification settings with granular control by notification type, such as approvals, surveys, or service health items, to enforce the organization’s notification strategy and ensure end users receive consistent notifications. For more information, see Configuring status updates and notifications.
Get more relevant BMC Helix Innovation Suite Knowledge Management articles with a filtered search
When you configure search views for Studio pages, use search filters to narrow down the search results of BMC Helix Innovation Suite Knowledge Management (ISKM) articles and help users quickly find relevant content. These filters use fields from ISKM knowledge articles as filtering criteria. A keyword search performed on a Studio page that uses a search view with an ISKM filter returns only the knowledge articles that match the filter criteria.
To learn more about ISKM search filters, see Search filters and Creating search filters.
To learn more about configuring search views for Studio pages, see Creating search views.
What else changed in this release
| Update | Product behavior in versions earlier than 26.2 | Product behavior in 26.2 |
|---|---|---|
| Continue conversation without the response limit of 30 interactions per session in the Employee Navigator chat. | Users were limited to 30 responses in a single Employee Navigator chat session. Catalog request submission stopped when the number of interactions exceeded this limit. Message counters were shown in chat responses to track the number of interactions. | There is no limit on the number of interactions within a single Employee Navigator chat session. Users can continue extended conversations without interruption, and catalog request submissions remain functional even when the interaction count exceeds 30 responses. Message counters are not displayed in Employee Navigator responses. To learn more about how longer interactions are managed, see Using Employee Navigator to find AI-generated answers. |
| Employee Navigator in the guest portal or a third-party website is called Guest Portal Navigator. | The chat panel in the guest portal was referred to as Employee Navigator. | Employee Navigator accessed through the guest portal or embedded in third‑party websites is now referred to as Guest Portal Navigator to distinguish guest and external user experiences. To learn more about configuring Guest Portal Navigator, see Configuring Guest Portal Navigator. |
Attachments uploaded from Microsoft Teams validate against the Attachments & Links configuration in BMC Helix Digital Workplace for supported flows and notify users when attachment rules are not met. | Attachments uploaded from the Microsoft Teams client did not honor the attachment rules configured in the Attachments & Links settings for service catalog requests and service catalog request comments. Attachments that violated configured rules were accepted without validation, and users were not notified of any issues | Attachments uploaded from Microsoft Teams follow the attachment rules configured in the Attachments & Links settings for supported flows. If an attachment does not meet the configured criteria in service catalog requests or request comments, the user is notified, ensuring consistent enforcement of attachment policies. For more information, see Configuring Employee Navigator in the Microsoft Teams application. |
Configure cache expiry duration for Company and Person data. | The cache expiry duration for Company and Person data was hardcoded to a standard value and could not be configured by administrators. | Administrators can configure the cache expiry duration for Company and Person data using a configurable setting called Remote Person Cache Refresh (In seconds). If no value is provided, the system uses a standard duration of 30 seconds. For more information, see To configure the expiry duration of company and people data cache. |
Enable locale-specific search results for BMC Helix Innovation Suite Knowledge Management (ISKM) knowledge articles. | User locale was not considered during keyword searches for ISKM knowledge articles. Articles from multiple locales could be returned, which sometimes resulted in users seeing knowledge content in languages that did not match their preferences. | When the include_locale_for_article_search setting is enabled, keyword-based searches for ISKM articles return locale‑specific results based on the locale of the user performing the search. For more information, see Integrating with other applications by using providers. |
Request‑related notifications can be enabled for requests created from fulfillment systems. | When a request was created through BMC Helix ITSM: Smart IT or BMC Helix Business Workflows, and a Digital Workplace Catalog request was created in the background, request‑related notifications were generated, but not sent. | When a request is created through BMC Helix ITSM: Smart IT or BMC Helix Business Workflows, and a Digital Workplace Catalog request is created in the background, request‑related notifications, including the request submission notification, follow the same behavior as for requests submitted directly through self‑service. For more information, see Managing broadcasts and notifications for end users |