26.2 enhancements and patches
Review the BMC HelixGPT 26.2 enhancements and patches for features that will benefit your organization and understand changes that might impact your users:
| Version | SaaS | On-premises | Fixed issues | Updates and enhancements |
|---|---|---|---|---|
| 26.2.00 | ✅️ | - | Known and corrected issues | 26.2 enhancements |
26.2 enhancements
Add Microsoft Direct Line and Web Chat channels as communication channels for seamless interactions
BMC HelixGPT supports Microsoft Direct Line, and Microsoft Web Chat as communication channels through a secure webhook integration. Administrators can configure the custom channel integration to enable secure messaging with BMC HelixGPT. Users can interact with a BMC Helix application directly via any of these custom channels to ask questions and receive automated responses.
This enhancement helps offload common requests from email channels, reduces support effort for simple questions, and improves response time. It also helps users get help in the collaboration tool that they use for their daily work, without switching applications.
For more information, see
- Adding Microsoft Direct Line API as a communication channel
- Adding Microsoft Web Chat as a communication channel
Configure summarization to manage long conversations
Administrators can add a summarization middleware parameter to the agent configuration so that the agent automatically summarizes older conversation history when predefined limits are reached. This enhancement helps agents handle long conversations by preserving recent and important messages while summarizing earlier content. Agents retain recent context and key documents and do not require repeated inputs. By reducing the amount of text sent to the language model, this feature also helps control LLM usage and manage operational costs.
For more information, see Configuring the summarization for efficient context management.
Clone agent skills to reuse agent configurations
Administrators can clone skills associated with an agent. The cloned skill copies the original configuration, starts at version V1 with a unique default name, and is automatically linked to the cloned agent, reducing manual setup and ensuring consistent agent behavior.
For more information, see To clone a prebuilt agent.
Improved visibility of selected tools and sub-agents
In HelixGPT Agent Studio, by default, admins can view only the tools and sub-agents that are already assigned to an agent. This default visibility applies to both the Agents tab and the Agent Studio editor. Limiting the displayed items helps you save time by eliminating the need to scroll through long lists of available options. The full list appears only when you choose to add more tools or sub-agents, and the view returns to the selected items after the new item is added.
For more information, see Creating custom agents.
Remove outdated or irrelevant content from knowledge indexes
Administrators can monitor knowledge indexes and delete the documents from the indexes directly from HelixGPT Agent Studio by using the Knowledge Index Management settings. The BMC HelixGPT references the indexed data to generate the answers.
By enabling targeted removal of outdated or irrelevant content from indexes, this capability improves data management and increases the reliability of BMC HelixGPT responses. It also lowers operational costs by eliminating the need to rebuild the entire index.
For more information, see Monitoring and managing the knowledge indexes.
Improve BMC HelixGPT response accuracy with the Knowledge modular tools
The legacy knowledge tool is converted to knowledge modular tools. The knowledge modular tools include the Knowledge Retriever, Context Grader, and Feedback Filter tools. These tools give administrators finer control over how BMC HelixGPT retrieves and prioritizes knowledge content, helping improve response accuracy, consistency, and relevance.
By enabling independent configuration and ordering of retrieval, grading, and feedback‑based filtering, this capability supports fine‑tuned knowledge governance. It reduces noise from weak or poorly related documents in the responses generated. It also enables controlled experimentation on BMC HelixGPT responses without affecting the agent's default behavior.
For more information, see Modifying the Knowledge modular tool settings and Customizing the prebuilt agents that use Knowledge Modular Tools.
Select filters for the Helix Business Workflows information provider
In BMC HelixGPT Agent Studio, you can select a predefined filter for the Helix Business Workflows information provider. The selected filter limits the set of BMC Helix Innovation Suite Knowledge Management (ISKM) articles that BMC HelixGPT uses to generate answers. When you use ISKM filters with BMC HelixGPT, AI‑generated answers are based on relevant, in‑scope knowledge. This capability improves answer accuracy and reduces the use of out‑of‑scope content.
For more information, see Defining knowledge search settings.
Find people and track on-call availability with xMatters
End users can use BMC HelixGPT with xMatters in Microsoft Teams to identify the right people, check availability, and view on-call coverage using natural language.
Natural language interactions reduce time spent searching for contacts and enable faster, more efficient incident response directly within Microsoft Teams chat conversations.
For more information, see Examples of prompts to find people and manage on-call coverage.
BMC Helix Digital Workplace enhancements
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.
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.
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 Employee Navigator for the guest portal.
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 Employee Navigator for the guest portal.
BMC Helix Business Workflows enhancements
Agentic model available for case‑related skills
The agentic model is prioritized over the RAG-based model for the following capabilities:
- Case summarization
- Generate case resolution
- Automated follow-up
An agentic model facilitates autonomous decision-making through AI agents. By reducing dependency on fixed prompts and adapting to real‑time case data, it improves accuracy and scalability. This model provides a context-aware experience to case agents. By using an agentic model, organizations can add specific skills to meet their business needs. An agentic model is available by default for these capabilities during a fresh installation, and can be manually enabled by a case business analyst for a custom skill during an upgrade.
For more information, see Agentic model availability for BMC HelixGPT capabilities.
BMC Helix ITSM enhancements
Use Ticket Resolver to autonomously manage incidents
Ticket Resolver runs autonomously for incidents that match qualification rules defined by an administrator. For qualified incidents, Ticket Resolver analyzes customer sentiment, predicts urgency and impact and generates best action recommendations. If a ticket has incomplete or ambiguous information, Ticket Resolver detects missing information and proactively follows up with the end user, and records outcomes.
Service desk agents can make informed resolution decisions based on the autonomous actions performed by Ticket Resolver, while spending less time on routine analysis and follow‑ups.
For more information, see Using Ticket Resolver to manage incidents.
Configure BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities
Configure BMC Helix Innovation Suite Knowledge Management (ISKM) as a knowledge search provider for BMC HelixGPT. With this configuration, BMC HelixGPT delivers answers sourced from published knowledge articles for key BMC Helix ITSM use cases such as agentic chat, agent assist, and automated email replies. This capability reduces manual searches and supports faster issue resolution for agents and end users.
For more information, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge source for BMC HelixGPT capabilities in BMC Helix ITSM.
Analyze and resolve CMDB data issues with HelixGPT-powered insights
As an Asset Automation Admin, you can reduce manual effort and errors by using AI‑driven Insights in the Asset Automation console. Use these Insights to analyze affected configuration items (CIs), identify root causes, and take corrective actions. The CMDB Data Quality Agent generates these Insights after Data Monitor rule execution, helping you understand data issues and decide the next steps. Use the conversational interface to explore issues in detail and update CIs. Apply updates manually or enable automatic fixes to maintain accurate and consistent CMDB data at scale. For more information, see Configuring Data monitoring rules by using CMDB Governor to detect quality issues.
What else changed in this release
| Update | Product behavior in versions earlier than 26.2 | Product behavior in version 26.2 |
Attach images as comments and use filter queries in Microsoft Teams by using Employee Navigator For ServiceNow | Not applicable | You can attach images to comments on Incidents, Approvals, and Service Requests to provide instant visual context and improve understanding of the issue. You can also use filter queries to view only relevant incidents, surveys, approvals, service requests, and assets, avoiding scrolling through long lists. For more information, see Accessing ServiceNow data.
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Support for record producers in Microsoft Teams by using Employee Navigator For ServiceNow | Not applicable | You can submit record producers directly in Microsoft Teams, which reduces context switching. This integration enables you to complete request submissions without navigating to the ServiceNow environment. For more information, see Submitting a ServiceNow catalog request.
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| View incident details in adaptive cards with Ops Swarmer | Not applicable | Incident details from BMC Helix ITSM and ServiceNow are now displayed through Adaptive Cards by default. This enhancement provides a richer, structured view of incident information directly in the swarming conversation without requiring additional configuration. |
| Search capability for the Tools drop-down list | Not applicable | You can use the search capability to filter and select the specific tools or toolkits from the drop-down list. |
