BMC Helix ITSM: Change Management 21.05

BMC Helix ITSM provides out of-the-box IT Information Library (ITIL) service support functionality. BMC Helix ITSM streamlines and automates the processes around IT Service Desk, Asset Management, and Change Managementoperations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology — in real time and into the future. In addition, you can understand and optimize the user experience, balance current and future infrastructure investments, and view potential impact on the business by using a real-time service model.

Release notes and notices Updated 27 Jun 2023

Learn what’s new or changed for BMC Helix ITSM: Change Management version 21.05 including new features, urgent issues, documentation updates, and fixes or patches.

Tip

To stay informed of changes to this space, place a watch on this page.

Related topics

Known-and-corrected-issues

Support-informationBMC Helix ITSM release notes

Date	Title	Summary
October 28, 2021	21-05-patches	This patch release includes defect fixes for Smart IT and BMC Service Request Management.
September 15, 2021	21-05-patches	Starting with 21.05.02 patch, perform container deployment of BMC Helix Innovation Suite and service management applications.
July 28, 2021	21-05-patches	This patch release includes updates and defect fixes for BMC Helix Innovation Studio and the service management applications.
June 23, 2021	21-05-enhancements	For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements.

Getting started See more		Managing change As an end user, access and navigate the interface and work with change requests. See more Managing release As an end user, access and navigate the interface and work with release requests. See more
Managing tasks As an end user, access and navigate the interface and work with tasks. See more		Using reports, flashboards, and dashboards As an end user, access and understand end user reports, flashboards, and dashboards. See more
Planning As an administrator, plan the roles and permission groups for your company. See more	Onboarding and implementing As an administrator, set up BMC Helix ITSM: Change Management and Release Managementfor your company. See more	Administering As an administrator, configure application preferences and templates for BMC Helix ITSM: Change Management and Release Management. See more
Integrating As an administrator, set up integrations with other BMC products or third-party software. See more	Developing As a developer, use web services to integrate external applications with BMC Helix ITSM: Change Management and Release Management. See more	Troubleshooting Resolve common issues or errors, review logs, or contact Support. See more

Communities

Knowledge Base

Videos

Education

PDFs and videos

You must log in or register to view this page

Videos

The following topics contain videos that supplement or replace the text-based documentation:

Configuring process flows and approvals
- Customizing notification messages
  - Defining and managing relationships
    
    Detecting collisions between change requests

YouTube playlist

Change Management video playlist

Frequently asked questions

This topic provides answers to frequently asked questions (FAQs) about BMC Helix ITSM: Change Management.

Why am I not able to find some of the older topics of this product?

We have completely restructured the BMC Helix ITSM documentation spaces. Some of the older topics have been renamed or merged into other topics. Here is a list of the 10 most popular topics in the earlier versions of Change Management and where you can find them in the restructured documentation space.

Older topic title	Where you can find the information now
Configuring approvals - Quick start	Configuring-approval-processes
Change request status transitions Change request status reasons	Stages-of-a-change-request
User roles in the change request lifecycle	Change-management-roles
Approvals - Approving change requests	Approving-change-requests-in-the-Approval-stage
Configuring approval processes Approval process types	Overview-of-Change-Management-approvals
Recommendation for managing release requests	Best-practices-for-managing-releases
Specifying the business justification	Creating-a-release-request

How do I add risk factors and risk factor questions for performing risk analysis?

Use the Application Administration Console to add risk factors and risk factor questions. For instructions, see Configuring-risk-factor-questions-and-derived-risk-factors.

How do I create alternate approvers?

Use the Alternate Approvers tab on the CTM:People form to set up alternate approvers. For more information, see Adding-alternate-approvers.

Alternatively, you can use the AP:Administration form to define a process administrator for the approval process. For more information, see Working with the AP:Administration form in the Action Request System online documentation.

As an approver, how do I request additional information in an approval signature?

See Requesting more information about approval requests in the Action Request System online documentation.

As a requester, how do I respond to requests for more information in an approval signature?

See Viewing and responding to More Information requests in the Action Request System online documentation.

How do I enable Task Phase Management?

Use the Change Configuration Rules form to enable Task Phase Management. For more information, see Configuring-change-rules.

Also see related topics:

How do I create custom filter options on the Change Management Console?

See Searching for records in the application consoles.

How do I create custom process flows for Change Management?

Use the Application Administration Console to define a custom change lifecycle and custom status transitions. For instructions, see Configuring-process-flows-and-approvals.

How do I disable automatic assignment if I leave the Change Coordinator and Change Manager fields blank in a change request?

On the Change Configuration Rules form, set Assignment Engine Integration to No. For more information, see Configuring-change-rules.

How do I create custom notifications for approval signatures?

Use the Notification tab on the AP:Administration form to create notifications. For more information, see Defining an email notification in the Action Request System online documentation.

How do I enable logging for approval debugging?

Perform the following steps:

In the Applications sliding menu, select Quick links > Approval Administration Console > Server settings (in the navigation panel) to open the AP:Admin-ServerSettings form.
Select the Approval Debug Mode check box.
Specify the location of the log file.
Click Save.

For more information, see Approval Server debug log in the Action Request System online documentation.

How do I manage release requests?

You can use the Release Management console for managing release requests. For more information, see Navigating-the-Release-Management-console-and-the-Release-form.

Related spaces