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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Known-and-corrected-issues

Support-informationBMC Helix ITSM release notes

Date	Summary	Reference
January 29, 2024	Multiple issues corrected	Not applicable
September 5, 2023	Multiple issues corrected	Not applicable
June 15, 2023	Multiple issues corrected	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.	21-3-patches
December 1, 2022	This patch release includes defect fixes for BMC Helix ITSM.	21-3-patches
September 2, 2022	This patch release includes defect fixes for BMC Helix ITSM.	21-3-patches
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	Action Request System 21.3 patches
May 26, 2022	Multiple issues corrected	21-3-patches
March 23, 2022	Multiple issues corrected	21-3-patches
February 8, 2022	Multiple issues corrected	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	21-3-patches
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.	21-3-patches
November 19, 2021	This patch release includes updates and defect fixes for BMC Helix ITSM: Smart IT and BMC Helix ITSM.	21-3-patches
October 04, 2021	For the BMC Helix ITSM enhancements, see BMC Helix ITSM enhancements.	21-3-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

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Videos

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

Customizing notification messages
- Defining and managing relationships
  - Detecting collisions between change requests
    
    Using this documentation

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.

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