This documentation supports the 21.3 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the Product version menu.

BMC Helix ITSM: Change Management 21.3


BMC Helix ITSM: Change Management 21.3

BMC Helix ITSM: Change Management provides an easy to use interface for managing change processes in an organization, that includes to planning, scheduling, evaluating risks, approving, implementing, and tracking changes. These processes help coordinate changes efficiently, minimizing the risk and impact of the change implementation.

Release notes and notices Updated 29 Jan 2024

Learn what’s new or changed for BMC Helix ITSM: Change Management version 21.3 including new features, urgent issues, documentation updates, and fixes or patches

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Date

Summary

Reference

January 29, 2024

Not applicable

September 5, 2023

Not applicable

June 15, 2023

Not applicable

January, 23, 2023

This patch release includes defect fixes for BMC Helix ITSM.

Not applicable

December 20, 2022

This patch release includes defect fixes for BMC Helix ITSM.

December 1, 2022

This patch release includes defect fixes for BMC Helix ITSM.

September 2, 2022

This patch release includes defect fixes for BMC Helix ITSM.

August 1, 2022

Patch 5 for version 21.3 is available for on-premises customers. The following updates are available in this patch:

  • Rollback deployment
  • Updates to the Fluent Bit deployment
  • Enhancements to the Support Assistant tool 

May 26, 2022

March 23, 2022

February 8, 2022

Not applicable

January 20, 2022

Patch 2 for version 21.3 is available for BMC Helix subscribers (SaaS). This patch release includes the following update for BMC Helix ITSM:

  • BMC Service Request Management is available only for upgrade scenarios for existing customers
  • Enhance knowledge article management by integrating BMC Helix Knowledge Management by ComAround

January 5, 2022

Patch 2 for version 21.3 is available for on-premises customers. This patch offers support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment.

November 19, 2021

This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.

October 04, 2021

For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements.

Managing change

As an end user, access and navigate the interface and work with change requests.

Managing release

As an end user, access and navigate the interface and work with release requests.

Managing tasks

As an end user, access and navigate the interface and work with tasks.

Using reports, flashboards, and dashboards

As an end user, access and understand end user reports, flashboards, and dashboards.

Planning

As an administrator, plan the roles and permission groups for your company.

Onboarding and implementing

As an administrator, set up BMC Helix ITSM: Change Management and Release Managementfor your company.

Administering

As an administrator, configure application preferences and templates for BMC Helix ITSM: Change Management and Release Management.

Integrating

As an administrator, set up integrations with other BMC products or third-party software.

Developing

As a developer, use web services to integrate external applications with BMC Helix ITSM: Change Management and Release Management.

Troubleshooting

Resolve common issues or errors, review logs, or contact Support.
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Videos

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

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

Change request status transitions

Change request status reasons

User roles in the change request lifecycle

Approvals - Approving change requests

Configuring approval processes

Approval process types

Recommendation for managing release requests

Specifying the business justification


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?


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:

  1. In the Applications sliding menu, select Quick links > Approval Administration Console > Server settings (in the navigation panel) to open the AP:Admin-ServerSettings form.
  2. Select the Approval Debug Mode check box.
  3. Specify the location of the log file.
  4. 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.