Skip to Content

Release notes and notices

Learn what’s new or changed for BMC Helix Customer Service Management, including new features, issues, and documentation updates. 

Success

Tip

To stay informed of changes to this list, click the watch.jpg icon on the top of this page.

Related topics

Getting started with BMC Helix Customer Service Management

 

Date

Summary

Reference

April 24, 2026

BMC Helix for Customer Service Management 26.2.00 is available.

This release provides the following features:

  • Cases created in CSM now auto-generate service requests in DWP, and customers can track status in real time via the portal, reducing follow-ups.
  • Global search is always accessible, with instant case previews and the ability to open cases in a new tab without losing context.
  • Agents can assign cases to themselves or team members directly from the console using a permission-based dropdown, with all actions automatically logged.

 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Customer Service Management 26.2