21.3 enhancements
21.3.09
What else changed in this release
The following table lists the changes in the product behavior in version 21.3.09:
Update | Product behavior in versions earlier than 21.3.09 | Product behavior in version 21.3.09 |
|---|---|---|
Support for custom priority values while calculating the average priority. | If custom priority values are used in incidents, the Real-time incident correlation and Proactive problem management dashboards do not load properly. | If custom priority values are used in incidents:
You must update any field in the configuration page for the updated custom priority details to appear on the Real-time incident correlation dashboard. For more details, see Configuring incident correlation to detect similar incident clusters. |
21.3.07
Exclude fields from proactive problem management jobs
As a tenant administrator, you can hide certain fields containing sensitive information from users that are creating and running jobs in the proactive problem management workspace. By doing so, you enhance user privacy by restricting access to user data in compliance with General Data Protection Regulation (GDPR) and other regulations.
For more information, see Configuring additional stop words, number of jobs, and default number of clusters.
21.3.02
Support for BMC Helix ITSM Insights and BMC Helix Dashboards deployment
BMC Helix IT Service Management supports deployment of BMC Helix ITSM Insights and BMC Helix Dashboards products in your on-premises environment. The BMC Helix IT Service Management deployment pipeline provides an option to select BMC Helix ITSM Insights and BMC Helix Dashboards deployment and you can optionally deploy the products along with other ITSM applications. The option is available for fresh installation and upgrade of BMC Helix IT Service Management.
For more information, see Performing the installationin BMC Helix Service Management Deployment documentation.
21.3
Track the usage and benefits of ITSM Insights in BMC Helix Dashboards
Service Desk Managers and Problem Coordinators can track the usage of ITSM Insights for various KPIs in BMC Helix Dashboards.
Use this dashboard to track the incident and problem management statistics for a company for a defined period. The out-of-the-box report includes the number and percentage of problem investigations created from ITSM Insights, number of associated incidents, number of jobs and job executions, statuses of various problem types, top emerging clusters, and number of incident relationships created.
For more information, see Tracking-ITSM-Insights-usage-in-BMC-Helix-Dashboards.
Change the parent or remove parent relationship for incidents
Service Desk Managers can change the parent for incidents or remove parent relationship directly from the Show Duplicates window in the Real-time incident correlation workspace. This capability helps to identify and correlate incidents that refer to the same issue.
For more information, see Identifying-clusters-of-incoming-incidents.
What else changed in this release
The following table lists the changes in the product behavior in version 21.3:
Update | Product behavior in versions earlier than 21.3 | Product behavior in version 21.3 |
|---|---|---|
Table settings in the drill-down view of a cluster in the Proactive problem management and Real-time incident correlation workspaces | Table settings in the drill-down view of a cluster do not persist. All settings applied to a table are lost when the user navigates to another page. | The table settings persist so that each time a user comes back to the drill-down view, the table and data arrangement are preserved. The following table settings persist:
In the Proactive problem management workspace, these settings persist for every user, job, and cluster. In the Real-time incident correlation workspace, these settings persist for every user and cluster. The table settings are lost when the user performs the following actions:
|
Filters applied in the Proactive problem management and Real-time incident correlation workspaces | Filters applied in the drill-down view do not persist. All filters that are applied are lost when the user navigates to another page. | In ITSM Insights 21.3, the filters applied to a cluster persist so that each time a user comes back, the same selection is preserved. In the Proactive problem management workspace, these settings persist for every user, job, and cluster. In the Real-time incident correlation workspace, these settings persist for every user and cluster. Applied filters are lost when the user performs the following actions:
|
Refresh icon in the List View (Proactive problem management workspace) | This icon is not present. | The Refresh icon is present in the List View. |
Ability to select all incidents across various pages in the cluster drill-down view (Proactive problem management workspace) | You can select only the incidents visible on the page to relate to a problem. | You can select all incidents and then relate these incidents to an existing problem or a new problem. If there are more number of incidents, it will take some time to relate all incidents with the problem. |
Ability to select all incidents that are not associated to a parent across various pages in the cluster drill-down view (Real-time incident correlation workspace) | You can select only the incidents visible on the page. | You can select all unassociated incidents in a cluster and then associate to a parent incident in a single click.
|
System fields for jobs in Proactive problem management | There are 17 required system fields while creating jobs in Proactive problem management. | The following fields have been added as required system fields while creating jobs in Proactive problem management:
|
