26.1 enhancements and patches
Review the BMC HelixGPT 26.1 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 |
|---|---|---|---|---|
| 26.1.00 | ✅️ | - | Known and corrected issues | 26.1 enhancements |
26.1 enhancements
Get Insights into BMC HelixGPT usage with the BMC HelixGPT value dashboard
BMC HelixGPT value dashboard provides administrators with visibility into how BMC HelixGPT is used across the organization. It presents usage and adoption metrics, trend data, and insights into frequently used capabilities.
The following dashboards are available out of the box and help administrators evaluate value, monitor adoption, and make informed decisions to optimize BMC HelixGPT usage.
- BWF - Service Collaborator Value Dashboard
- Employee Navigator For ServiceNow Value Dashboard
- HelixGPT Conversation Dashboard
- HKM Knowledge Curator Generation Dashboard
- HKM Knowledge Curator Value Dashboard
- Insight Finder Value Dashboard
- ISKM - Knowledge Curator Value Dashboard
- ITSM - Service Collaborator Value Dashboard
- Ops Swarmer Value Dashboard
Integrate third-party tools using Model Context Protocol
Administrators can configure Model Context Protocol (MCP) connections to integrate third-party tools in BMC HelixGPT without requiring to perform custom configurations.
Agents can call these tools at runtime to perform actions dynamically, enabling real-time automation and interoperability with diverse systems.
For more information, see Configuring Model Context Protocol Connection to integrate third-party tools with BMC HelixGPT.
Integrate WhatsApp with BMC HelixGPT via Twilio
You can integrate WhatsApp with BMC HelixGPT to support two-way messaging between WhatsApp users and BMC HelixGPT through a secure, standards-based webhook. This integration provides a simple way for users to communicate with their BMC Helix applications through WhatsApp without requiring users to log in to the application portal.
For more information, see Adding Twilio WhatsApp as a communication channel.
Clone agents to duplicate existing agents with their configurations
Clone an agent to quickly duplicate existing agents along with their configurations, making the deployment of agents faster and consistent. You can create a copy of an existing agent with a new name while preserving all associated components such as sub-agents, tools, toolkits, and prompts. Cloning can also be used to customize out-of-the-box agents, and a cloned agent can be retained as is during an upgrade.
For more information, see To clone an agent.
Select a Microsoft SharePoint connection for a skill
In BMC HelixGPT Agent Studio, you can select a relevant Microsoft SharePoint connection for a skill from the Search settings tab. With this enhancement, you can view the connection name with the connection type which helps you identify the correct data source. It improves accuracy and reduces setup time for a skill.
For more information, see Selecting a Microsoft SharePoint connection for a skill.
Version the agent instructions and compare different versions of a prompt
Versioning support for agent instructions allows administrators to edit, add, copy, or delete the instructions for the specific versions. With this ability, administrators can manage multiple versions of agent instructions to revert or reuse the previous version. This helps maintain a clear history of changes and streamlines instruction version management.
For more information, see Versioning agent instructions.
The ability to compare two versions of a prompt helps improve prompt instructions for better results and avoid overwriting critical data. By comparing two versions of a prompt, you can improve the prompt for better results and avoid overwriting critical data. Additionally, by viewing the versions side by side, you can easily pinpoint the changes, reducing the risk of errors.
For more information, see To compare the prompt versions.
Improve Agents' response accuracy by configuring clarification
BMC HelixGPT administrators can configure clarification for the AI agents to enable them to determine if a user query is ambiguous and unclear, and if clarification is required.
If clarification is required, the agent invokes the Static Query Clarification tool, which uses the QueryClarification record to present options as clickable buttons to users to select the appropriate topic before responding, ensuring accurate and useful answers.
This enhancement accelerates response time for agents by reducing the need for repeated interactions and minimizes errors caused by unclear requests.
For more information, see Configuring clarification to improve response accuracy.
Ops Swarmer enhancements
View a visual timeline of incident milestones in Microsoft Teams by using Ops Swarmer
With Ops Swarmer, meeting participants can view timeline-based summaries that help review key events from a meeting.
Participants can request a default swarm timeline, an attendance timeline, or an incident lifecycle timeline to view milestones, such as ticket status changes, assignment updates, participant activity, and major decisions.
Timelines are displayed in an adaptive card format, and you can also export them for reporting or executive reviews.
For more information, see Viewing a visual timeline of incident milestones by using Ops Swarmer.
Obtain participant recommendations from ServiceNow CMDB data
Service desk agents and incident responders can request participant recommendations directly within Microsoft Teams chat.
Ops Swarmer analyzes the configuration item or service associated with the incident from ServiceNow and returns the most relevant users or groups to involve.
This capability enables agents to identify the right stakeholders, accelerate decision-making, and reduce time spent searching for experts across various systems.
For more information, see Obtaining Participant Recommendations from ServiceNow Assets.
Use dynamic adaptive cards for improved incident visibility
The adaptive card provides a clearer view of related ServiceNow incidents, including the incident number, description, status, and category.
Users can open a matching incident in ServiceNow with a single click. This capability helps reduce duplicate ticket creation and improves overall incident handling.
Employee Navigator For ServiceNow enhancements
Manage multiple ServiceNow tasks directly in Microsoft Teams by using Employee Navigator For ServiceNow
Use Employee Navigator For ServiceNow to complete essential ServiceNow tasks directly within Microsoft Teams by using natural language. With this agent, you can retrieve and manage approvals or add comments, search for location details, and check pending surveys, all within Microsoft Teams.
For more information, see Using the ServiceNow capabilities in Microsoft Teams through Employee Navigator For ServiceNow.
Submit the ServiceNow catalog requests in Microsoft Teams by using Employee Navigator For ServiceNow
Use Employee Navigator For ServiceNow to submit the ServiceNow catalog requests directly in Microsoft Teams by using natural language. With this agent, you can validate inputs in real time, making it easier to save time, reduce errors, and track requests without leaving Teams.
For more information, see Submitting a ServiceNow catalog request in Microsoft Teams by using Employee Navigator For ServiceNow.
(Available for logged-in users only) Get help faster with DocuAssistant
Use DocuAssistant, an AI-powered tool, to find answers to your questions, get procedural information, clarify concepts, and understand terms better. DocuAssistant retrieves answers from the official BMC Helix documentation. To get help, click the DocuAssistant 
on the documentation page and type your question.
BMC Helix Digital Workplace enhancements
Edit services by using Catalog Curator
As a catalog administrator, edit services by using the conversational interface in Catalog Curator. Use natural language prompts to update service profiles, questionnaires, and translations without manual configuration, reducing the time required to make edits. You can edit services in draft mode with Catalog Curator and publish the updated version when ready, maintaining alignment with the catalog lifecycle. For more information, see Editing services with Catalog Curator.
Create surveys with Catalog Curator efficiently
As a catalog administrator, create surveys with Catalog Curator by entering your requirements as natural language prompts. Catalog Curator then generates questionnaires with translations and sets up delivery options for you. With this capability, you can reduce manual work and efficiently create surveys in BMC Helix Digital Workplace Catalog without needing extensive technical skills.
For more information, see Creating surveys with Catalog Curator.
Create services with case fulfillment by using Catalog Curator
As a catalog administrator, use Catalog Curator to create services that have a fulfillment requirement as a case. These services are intended to be fulfilled by creating and managing the corresponding cases in BMC Helix Business Workflows.
Enter your prompt and specify case fulfillment requirements. You can either ask for case template suggestions in the chat or provide the exact name. Select the most suitable template and create a service draft. This guided process reduces manual effort, eliminates the need for later edits to fulfillment settings.
For more information, see Creating services with case fulfillment by using Catalog Curator.
Configure Employee Navigator for the guest portal to improve self-service
Employee Navigator can be configured in the guest portal to help users submit service requests, search website information, and access how‑to articles through chat or search. Instead of navigating multiple pages, users can retrieve the information or actions they need directly from a single interface, which makes self‑resolution easier and reduces routine queries for support teams.
For more information, see Configuring Employee Navigator for the guest portal.
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BMC Helix Business Workflows enhancements
Track requester emotions with automated sentiment analysis
As a case agent, you can track case sentiment and emotional trends over time with justifications by using BMC HelixGPT. With this capability, you can identify the requester's emotions, prioritize sensitive cases, and respond appropriately based on the emotional context. You can also filter cases by sentiment and sentiment trend to handle and resolve them efficiently.
For more information, see Viewing and updating case details.
Configure automated follow-up for cases in Pending status to reduce manual tracking
Automated follow-ups are system-generated reminders that trigger when a case remains in Pending status, prompting requesters or approvers to take the required action. They reduce the effort spent manually tracking pending items or sending reminders, as the system handles these notifications at the configured intervals. This capability helps case agents to focus on resolving cases rather than managing routine communication.
Case business analysts can configure the conditions, communication methods, and frequency for follow-ups, making the process consistent and easier to manage across all cases.
For more information, see Configuring automated follow-ups for cases in Pending status.
Get answers for aggregation queries via Agentic chat and Ask HelixGPT
As a case agent, get answers to your aggregation queries through Agentic chat and Ask HelixGPT. You can get case data summaries, resolution time trends, SLA compliance, workload distribution, case volume breakdowns, and other statistical metrics. This capability reduces manual reporting effort and provides accurate insights for more informed operational decisions.
For more information, see Enabling aggregated insights in Agentic chat and Ask HelixGPT.
BMC Helix ITSM enhancements
(Controlled availability customers only) Use Knowledge Curator to create articles in BMC Helix Innovation Suite Knowledge Management from incidents
As a service desk agent, use Knowledge Curator to create articles in BMC Helix Innovation Suite Knowledge Management (ISKM) directly from BMC Helix ITSM incidents. Knowledge Curator analyzes incident data and compiles relevant information to provide suggestions for knowledge article content, which you can review, accept, or modify before creating an article.
By using Knowledge Curator, you can create high‑quality knowledge articles with significantly less manual effort. Each article is automatically linked to its related incident, making it easy to locate and reuse the content. As a result, you can resolve issues faster and improve service efficiency.
For more information, see Creating knowledge articles from incidents and validating them by using Knowledge Curator. To view the ISKM product ocumentation, ou must be logged in or registered.
What else changed in this releaseEdit
| Update | Product behavior in versions earlier than 26.1 | Product behavior in version 26.1 |
| A new Feedback record in the Agent. | Feedback submitted through BMC HelixGPT is stored via telemetry events. If the telemetry service is down, the feedback data is lost with no backup or alternative storage. | When you submit feedback in BMC HelixGPT, it is stored in the new record definition called Feedback, in addition to telemetry events. This approach ensures that the data is retained even if the telemetry service is unavailable. |
| Support for accessing recurring meeting data | Transcripts, summaries, and participant details from previous sessions are not available for recurring meetings that use the same meeting link. | Supports access to transcripts, summaries, and participant details from previous sessions in recurring meetings that use the same meeting link. For more information, see Summarizing Microsoft Teams calls by using the BMC Helix Ops Swarmer agent. |
Get insights from images in the Microsoft Teams channel | BMC HelixGPT does not respond to images added in Microsoft Teams. | BMC HelixGPT responds when the image added in Microsoft Teams includes a text query. You can get relevant responses to the questions you have about the image. For more information, see Adding Microsoft Teams as a communication channel.
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| Updated response format for incidents and requests | Responses to requests and incidents through Employee Navigator for ServiceNow in Microsoft Teams are displayed in a table format. | Responses to requests and incidents through Employee Navigator For ServiceNow in Microsoft Teams are displayed as a bullet list, making it easier to read and understand the information across different request types. For more information, see Generating AI-retrieved answers with Employee Navigator For ServiceNow.
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| Enhanced language support for collaboration prompts | Not Applicable | The collaboration and recommendation prompts include locale awareness, enabling the system to generate responses in the user’s preferred language across BMC Helix ITSM and ServiceNow collaboration workflows, participant recommendations, and adaptive card content. |
| Add comments to ServiceNow tickets | You can view ServiceNow tickets and incidents in Teams, but you cannot add comments to your service requests or incidents within Microsoft Teams. | You can add comments to ServiceNow service requests and incidents directly from Microsoft Teams through Employee Navigator For ServiceNow.
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| (Controlled availability customers only) Enhance search and query accuracy by using images from the knowledge articles stored in BMC Helix Business Workflows | BMC HelixGPT responses include images from BMC Helix ITSM: Knowledge Management knowledge articles. | BMC HelixGPT responses include images from BMC Helix ITSM: Knowledge Management and BMC Helix Business Workflows knowledge articles, providing richer context, faster comprehension, and more effective decision-making for users. For more information, see Ingesting data into BMC HelixGPT. |
| Support for search-based adaptive cards in Microsoft Teams for lookup queries | Not Applicable | BMC HelixGPT supports search-based adaptive cards in Microsoft Teams for lookup queries. You can search and select the correct options without scrolling through long lists or hitting errors. For more information, see Adding Microsoft Teams as a communication channel.
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