25.2 enhancement and patches

Review the BMC Helix Business Workflows 25.2 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
25.2.01	✅️	✅️	Known and corrected issues	25.2 enhancements
25.2	✅️		Known and corrected issues	25.2 enhancements

25.2 enhancements

Watch the following video (02:00) to learn about the latest enhancements in BMC Helix Business Workflows 25.2.00:

https://youtu.be/UpDqnZH1Fgk

View global search results in a card layout view

Enhance your user experience with a card layout in global search. You can easily switch between a visually engaging card view and a traditional list view. The card view provides a more efficient search process, catering to diverse preferences.

For more information, see Search view.

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(Controlled availability customers only)

Automatically create knowledge articles by using the Knowledge Curator agent

Effortlessly transform case details into valuable knowledge articles by using the Knowledge Curator agent powered by BMC HelixGPT.

This enables case agents to automatically create knowledge articles from cases with the BMC Helix Knowledge Management by ComAround as the knowledge source.

The key advantages of automatically creating knowledge articles from cases are:

Improves knowledge management process.
Enables other agents to easily reference the same knowledge article for related cases.
Promotes consistency in handling similar issues.
Improves service quality and efficiency.

For more information, see Automating knowledge article generation through the Knowledge Curator agent.

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Generate case resolution description using BMC HelixGPT

Use BMC HelixGPT to automatically generate a case resolution summary from case details. This capability reduces manual work, improves response quality, and ensures consistency in solutions.

For more information, see Automatically generating case resolution summary using BMC HelixGPT.

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View relevant catalog services for a line of business

Case catalog administrators can view catalog services that are relevant only to their line of business from BMC Helix Digital Workplace Catalog. This targeted approach not only enhances service management but also eliminates the risk of cross-visibility into other lines of business. With this implementation, we ensure that catalog services from the BMC Helix Digital Workplace Catalog side are effectively organized around the specific sub catalogs of each line of business, fostering greater efficiency and focus on service delivery.

For more information, see Working with BMC Helix Digital Workplace Catalog.

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Create cases in BMC Helix Business Workflows from BMC Helix ITSM incidents

A service desk agent can create related cases in BMC Helix Business Workflows from BMC Helix ITSM incidents. This simplifies case management by enabling cases to be assigned to the correct line of business when needed.

For more information, see Relating items to incident requests.

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Monitor chat sessions with the Live chat monitoring dashboard

Access Live Chat Monitoring Dashboard from the Live Chat menu in BMC Helix Business Workflows. This dashboard provides an overview of active live chat sessions and detailed performance metrics for each chat agent. As a supervisor or administrator, you can analyze these metrics to identify strengths and areas for improvement.

For more information, see Assisting users by using Live Chat.

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View the foundation data for operational categories in the preferred locale

Case agents can view the Category Tier field associated with the case, task, or knowledge article based on the preferred locale. This capability helps agents work more efficiently and accurately, especially in countries with multiple language requirements.

For more information, see Setting up Foundation data about the people in your company.

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Automatic case creation from BCC emails

Automatically create cases for a line of business, when you receive emails through BCC. This feature not only streamlines the tracking of such requests but also ensures that tasks are promptly assigned to case agents for efficient resolution.

For more information, see Automatically creating cases for non-configured email IDs.

What else changed in this release

The following table lists the changes in the product behavior:

Update	Product behavior in versions earlier than 25.2.00	Product behavior in version 25.2.00
Copy and paste multiple email IDs in different formats while composing an email	You must manually enter email IDs while composing an email.	While composing an email, you can paste multiple email IDs in To, CC, and BCC fields. With this capability, you can save time, reduce errors, and improve the overall user experience. You can add multiple email IDs in the following formats: Email IDs separated by semi-colon Email IDs separated by comma Email IDs separated by semi-colon in Microsoft Outlook Email IDs separated by comma in Gmail For more information, see Sending emails from a case.
Support added for new LLM models		BMC Helix Business Workflows supports the following LLM models: Meta Oracle Cloud Llama 3.2 Meta Google Vertex Llama 3.2 OpenAI MS Azure GPT-4o (Omni) For more information, see Models in BMC HelixGPT.