25.4 enhancements and patches

Review the BMC HelixGPT 25.4 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
25.4.00	✅️	-	Known and corrected issues	25.4 enhancements

25.4 enhancements

Watch the following video (02:40) to learn about the latest enhancements in BMC HelixGPT 25.4:

What's new in BMC HelixGPT 25.4

Simplify the agent creation process by using the Agent Studio editor

The enhanced Agent Studio editor offers a step-by-step flow that guides you through each stage of creating and configuring agents.

This capability provides the following benefits:

Save time and reduce errors by configuring agents in smaller, guided steps.
Easily manage tools and toolkits with a streamlined, table-based view.
Navigate effortlessly with a modern, tabbed interface.
Use BMC HelixGPT to accelerate creating and evaluating your Agent's instructions.

To learn more about the Agent Studio wizard, see Creating and managing agents by using the Agent Studio editor.

The Agent Studio editor displays the agent summary, instructions, tools, and agent fleet tabs interface for creating and configuring agents.

Improve agent instructions by using BMC HelixGPT

The Instructions tab in the Agent Studio editor helps you to write, validate, and refine the instructions that govern how AI agents behave. This improves the quality and consistency of agent responses and reduces the time and effort required to build agents.

For more information, see Adding Instructions to an Agent.

Test the models by using BMC HelixGPT Agent Studio Test Automation

As an administrator, use HelixGPT Agent Studio's newly added Testing tab to evaluate and test the models. Based on this, you can identify the most accurate and cost-effective model while ensuring consistent results for BMC Helix application use cases.

For more information, see Testing models by using BMC HelixGPT Agent Studio.

The Testing tab in BMC Helix GPT Agent Studio displays the Runs, Test sets, and Questions tabs for evaluating model performance.

Configure the Employee Navigator for ServiceNow agent to improve self-service and productivity

Employee Navigator for ServiceNow agent enhances workforce productivity by enabling employees to interact with ServiceNow directly through Microsoft Teams. Users can view catalog requests, track fulfillment status, and inquire about outages, all within a conversational interface.

This agent streamlines service interactions and supports faster resolution of employee needs.

For more information, see Employee Navigator for ServiceNow agent.

Employee Navigator for ServiceNow agent response displays the ServiceNow knowledge article shows VPN configuration steps for Apple devices, with a link pointing to the stored article.

BMC Helix Ops Swarmer agent enhancements

Summarize Microsoft Teams calls and add them to the incident for faster resolution

The BMC Helix Ops Swarmer agent enables users to automatically summarize Microsoft Teams voice call transcripts, capturing key discussion topics, action items, and participant-specific mentions by name.

The agent seamlessly adds these insights to the relevant incident record in BMC Helix ITSM, ensuring accurate, consistent, and traceable updates without manual effort. By transforming Microsoft Teams call transcripts into actionable operational data, it eliminates the need for manual note-taking and accelerates post-meeting follow-up.

Key capabilities include:

Generate concise summaries of completed Microsoft Teams voice calls, highlighting discussion themes, assigned actions, and participant mentions.
Store meeting highlights and actions in the Incident Activity log for easy reference.
Retrieve summaries for the most recent scheduled meeting or by specifying a Meeting URL or ID.
Identify and call out important action items and next steps towards the incident's resolution.

For more information, see Summarizing Microsoft Teams calls by using the BMC Helix Ops Swarmer agent.

The BMC Helix Ops Swarmer agent shows a meeting summary with highlights, action items, and participant-specific mentions displayed in the conversation pane.

Get situations for a service by using the Ops Swarmer agent in Microsoft Teams

With the Ops Swarmer agent, operators or site reliability engineers (SREs) can retrieve a list of situations for an impacted service by asking the Get me the list of situations for the <service name> question in Microsoft Teams. By following up with additional questions, operators or SREs can further investigate a situation and get help to resolve it without needing to log on to the BMC Helix AIOps console.

For more information about the use cases with BMC Helix AIOps, see BMC Helix Ops Swarmer agent.

Get all situations for a service in MS Teams

Request access to the Microsoft Teams chat and get updated incident details by using the BMC Helix Ops Swarmer agent

Start a Microsoft Teams group chat, add members, or request to join the chat from BMC Helix ITSM by using the BMC Helix Ops Swarmer agent.

When users with write permission to an incident start an Ops Swarmer chat, the incident assignee, major incident manager, and communication coordinator users are automatically added to the chat. Users with edit permission to the incident, and who are not part of the chat, can request access to the chat, which the existing chat members can approve.

The new capabilities of starting an Ops Swarmer chat, requesting access to the chat, and approving access requests help in faster collaboration to resolve incidents.

Launch Ops Swarmer

Learn how to configure BMC Helix ITSM to use the BMC Ops Swarmer agent in Enabling the BMC Helix Ops Swarmer chat capabilities. Learn how to start a Microsoft Teams chat, add new members, and request access in Launching Ops Swarmer for collaboration.

BMC HelixGPT enhancements in BMC Helix Digital Workplace

Guide users to a resolution by clarifying their ambiguous inputs

Configure the Employee Navigator Supervisor agent that uses built-in tools and coordinates a fleet of agents to simplify the service interactions. This agentic AI configuration transforms the Employee Navigator chat into a dynamic, more human-like, and context-aware experience in the following ways:

Asks users follow-up questions to better understand their vague inputs before proceeding.
Responds with suitable resolutions by providing relevant knowledge, suggesting catalog services, or submitting requests via chat.
Facilitates smooth digressions to relevant tools or sub-agents during catalog request conversations.
Connects users to live support or provides a generic request link when no resolution path is available.

For more information, see Configuring Employee Navigator Supervisor Agent.

WN supervisor

Access Employee Navigator via Microsoft Teams for a seamless experience

With the integration of Employee Navigator with Microsoft Teams, you can ask your workplace-related queries and track service requests directly from Microsoft Teams. This enhancement streamlines the management of workplace tasks and provides guided responses in a familiar, conversational interface.

To learn more about MS Teams integration, see Configuring Employee Navigator in the Microsoft Teams chat.

MS Teams

BMC HelixGPT enhancements in BMC Helix Business Workflows

Validate knowledge articles by using the Knowledge Curator agent

Validate knowledge articles in BMC Helix Business Workflows knowledge management by using the Knowledge Curator agent. Case agents can use the Knowledge Curator agent to check articles for grammar, ensure template compliance, and remove personally identifiable information (PII). The Knowledge Curator agent also identifies similar articles before creating new ones, reducing redundancy and improving the knowledge base. As a result, case agents can provide information to support case resolution.

For more information, see Automatically validating knowledge articles.

Get catalog predictions in email responses

As an end user, get relevant catalog predictions and corresponding catalog links in automated email replies. You can directly access the service-related questionnaire through the catalog link and submit the service request without additional navigation, improving the efficiency of case handling.

For more information, see Enabling automatic handling of emailed cases by BMC HelixGPT.

View referenced knowledge articles in the resolution description

BMC HelixGPT automatically includes references to pinned knowledge articles used to resolve the case when generating a resolution description. With this update, you can track article usage, reuse helpful content, and identify frequently used articles for future reference.

For more information, see Automatically generating case resolution description.

BMC HelixGPT auto-resolves a case by including a pinned knowledge article in the resolution description.

Turn case data into Dashboards with HelixGPT Insight Finder

Use HelixGPT Insight Finder to create dashboards from natural language prompts. It enables dashboard creation for cases in BMC Helix Business Workflows, helping users visualize case data and trends.

For example, when prompted to display cases by priority, HelixGPT Insight Finder generates a visual dashboard with a graph that clearly illustrates case distribution across priority levels, enabling easy trend analysis.

For details, see Analyzing data by using HelixGPT Insight Finder.

BMC HelixGPT Insight Finder dashboard showing a bar chart of BMC Helix Business Workflows case counts by priority in response to a prompt.

BMC HelixGPT enhancements in BMC Helix ITSM

Elevate customer experience and agent productivity with Ask HelixGPT

Ask HelixGPT is now powered by the ITSM agent from BMC HelixGPT, improving query handling and providing more accurate resolutions. The ITSM agent answers a wider range of contextual queries using historical ticket data and gives more accurate answers to queries.

With the ITSM agent, you can customize the initial instructions and prompts, allowing tailored responses and workflows to user queries. After upgrading to the 25.4.00 or later versions, your customized configurations are retained, providing you with a smooth migration and upgrade experience.

Ask HelixGPT_blurb.png

Learn how to configure and use the ITSM agent for Ask HelixGPT in Configuring Ask HelixGPT for BMC Helix ITSM.
Learn how to use Ask HelixGPT in incidents in Resolving incidents with the help of Ask HelixGPT.

Search for work orders, assets, and problem investigations by using the Agentic chat

Use the Agentic chat to search not just incidents and knowledge articles, but also work orders, assets, and problem investigations. By using natural language queries, you can retrieve asset information, and link assets to people, support groups, and other entities.

You can also filter search results based on multi-form search category names.

Learn how to configure Agentic chat in Enabling Agentic chat for BMC Helix ITSM. Learn how to search by using Agentic chat in Searching-for-information-by-using-BMC-HelixGPT-chat

What else changed in this release

Update	Product behavior in versions earlier than 25.4	Product behavior in version 25.4
Data Editor supports configurable embedding model for enhanced semantic indexing.	For the semantic index, administrators use the out-of-the-box model.	Administrators can easily configure and change to a new embedding model with improved k-NN vector settings. See Updating the embedding model for semantic indexing.
Retrieve data from approved but unpublished knowledge articles in BMC Helix Knowledge Management by ComAround.	In In BMC Helix Knowledge Management by ComAround, BMC HelixGPT retrieves data only from published knowledge articles.	In BMC Helix Knowledge Management by ComAround, BMC HelixGPT retrieves data from published knowledge articles and also from approved but unpublished knowledge articles. This capability helps you leverage the latest, verified content and improves decision-making before publication. For more information, see: Adding data sources in BMC HelixGPT
(Controlled availability customers only) Enhance search and query accuracy by using images from the knowledge articles stored in BMC Helix ITSM: Knowledge Management.	BMC HelixGPT retrieves data from the knowledge articles stored in BMC Helix ITSM: Knowledge Management.	BMC HelixGPT responses include images from BMC Helix ITSM: Knowledge Management knowledge articles, providing richer context, faster comprehension, and more effective decision-making for users.. For more information, see Ingesting data into BMC HelixGPT.
Smiley-based feedback survey	You can share feedback for the chat response in the Microsoft Teams channel.	You can also share smileys as feedback in the chat conversation through Microsoft Teams. With this option, you can provide more user-friendly feedback. For more information, see Adding Microsoft Teams as a communication channel.
Improved feedback mechanism for knowledge responses.		By providing feedback on BMC HelixGPT's output, you can retrieve more accurate and relevant responses over time. This leads to faster issue resolution and improved relevance of knowledge responses. For more information, see Updating the configuration parameters of a skill for more information about configurable parameters for feedback handling.

25.4 enhancements and patches