25.4 enhancements and patches
Review the BMC Helix Business Workflows 25.3 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 | ✅️ | Known and corrected issues | 25.4 enhancements |
25.4 enhancements
Watch the following video (01:57) to learn about the latest enhancements in BMC Helix Business Workflows 25.4.00:
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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.
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.
View referenced knowledge articles in the resolution description
BMC HelixGPT automatically includes references to pinned knowledge articles that were 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.
Support available for Arabic locale
BMC Helix Business Workflows is available in the Arabic locale. You can select this locale from the My preferences option, and work in your preferred language.
Learn more about selecting your language in Selecting a preferred language.
Generate printable case details by using templates
As a case agent, generate case details in PDF format directly from a case. A case business analyst can configure templates for the PDF to ensure consistent formatting, include dynamic content, and align with organizational documentation standards. This capability helps case agents to share case details and meet compliance or audit needs.
For more information, see Viewing case details.
Archive data to improve system performance
Archive closed and cancelled cases, along with related child records and emails, after a defined retention period. This capability helps organizations reduce database load and improve system performance.
For more information, see Data Archival.
Speed up task assignment with bulk actions
Assign up to 20 tasks at once from the task console to quickly distribute work. With this capability, you reduce manual effort, speed up allocation, and make sure tasks reach the right people without delay.
For more information, see Managing tasks in the Tasks console.
Configure support group and assignee fields for cases
Use the Change Assignment component in the View designer to define fields for the support group and assignee. These fields appear as drop-downs on the case screen, helping agents select appropriate assignments during case updates.
For more information, see Updating case assignments using the Change Assignment component.
What else changed in this release
The following table lists the changes in the product behavior:
| Update | Product behavior in versions earlier than 25.4.00 | Product behavior in version 25.4.00 |
|---|---|---|
| View the Foundation data in the preferred locale | Case agents can view the Assignee, Requester name, Category Tier, Organization, and Location field associated with the case, task, or knowledge article based on the preferred locale.
| Case agents can view the additional fields, such as Assigned organization, Assigned group, and Name (Service CI) associated with the case, task, or knowledge article in their preferred locale. For more information, see Setting up Foundation data about the people in your company. |
| View the knowledge templates in the preferred locale | A knowledge author can view knowledge templates in the default locale while creating a knowledge article. | A knowledge author can view knowledge templates in their preferred locale. This capability enables them to view the following knowledge template fields in the localized format:
For more information, see Creating and editing knowledge templates. |
| Support added for new LLM models | BMC Helix Business Workflows supports the following LLM models:
For more information, see Models in BMC HelixGPT. | |
| New color theme for BMC Helix Business Workflows | BMC Helix Business Workflows showcases a new color theme, icons, and buttons, with an updated BMC Helix logo that aligns with the color theme of BMC Helix Inc. This update ensures a consistent look across all applications. |
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