26.2 enhancements and patches
Review the BMC Helix Business Workflows 26.2 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 |
|---|---|---|---|---|
| 26.2 | ✅️ | Known and corrected issues | 26.2 enhancements and patches |
26.2 enhancements
Watch the following video (---) to learn about the latest enhancements in BMC Helix Business Workflows 26.2.00.
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.
Manage Foundation data for support groups and operational categories
As a case business analyst or case manager with the required permissions, you can create and manage categories and support groups in BMC Helix Business Workflows. You can also assign users to support groups directly from the Line of Business configuration interface.
You can perform these activities in the modern, unified UI, eliminating the need to switch to Mid Tier or navigate between different BMC applications. As a result, you can manage Foundation data independently without requiring administrator intervention in Mid Tier.
For more information, see Managing the Foundation data for a line of business.
Select frequent recipients while composing an email
Case agents can view a list of frequent recipients while composing an email. This capability reduces the time spent searching for or typing email addresses, simplifying and improving the email sending process.
For information, see Sending emails from a case.
Compose emails with a flexible window for better screen control
Case agents can resize, minimize, and move the compose email window to manage screen space according to their needs. This flexibility helps them view case information and compose emails at the same time without switching contexts. Case agents can also easily copy and paste the case details into the email.
For more information, see Sending emails from a case.
Define filters to control article search results
Create search filters to control which BMC Helix Innovation Suite Knowledge Management (ISKM) knowledge articles are returned in search results. When a filter is applied, ISKM returns only the knowledge articles that match the specified filtering criteria. These search filters can be used in BMC Helix Digital Workplace and BMC HelixGPT to improve the relevance of knowledge search results while reducing unnecessary or duplicate content.
For more information about search filters and how to create them, see Search filters and Creating search filters.
Speed up knowledge article updates with bulk actions
Bulk actions allow agents to update the status and next review date for multiple knowledge articles in a single step. This removes the need to open and edit each article individually. As a result, routine maintenance tasks take less time, updates are applied consistently across selected articles, and the risk of missing required review updates is reduced. This is especially useful when articles reach the same lifecycle milestone, such as scheduled reviews or mass status changes.
For more information, see Changing knowledge article statuses and Reviewing knowledge articles.
View linked tickets from a knowledge article
View all tickets associated with a knowledge article, including incidents, cases, work orders, and problems, directly from the article page. This enhancement provides visibility into article usage and provides quick access to related tickets for reference or follow‑up.
For more information, see Viewing linked tickets from a knowledge article.
What else changed in this release
The following table lists the changes in the product behavior:
| Update | Product behavior in versions earlier than 26.2.00 | Product behavior in version 26.2.00 |
|---|---|---|
| Support added for new LLM models | Not applicable | BMC Helix Business Workflows supports the following LLM models:
For more information, see Models in BMC HelixGPT. |
| Enhanced placement of article-related actions | View count, Helpful percentage, Link counter, and Flag/Unflag icons were available only on the Knowledge Metadata tab of the edit article page. These elements were not visible on the preview article page. | View count, Helpful percentage, Link counter, and Flag/Unflag icons are displayed above the article content, next to the Share button, and are consistently available on both the edit article and preview article pages. |